Set up your organization by creating departments in Zoho Support for the respective business units of your organization. Set up your mail server to receive customer mails. Add company details, specify holiday and the number of hours you work for service level agreement.
Departments are the various divisions in your organization. Division's may be based on different products, physical locations, teams and much more. Zoho Support allows you to manage the support separately for every department in your company. For each department you can specify the support agents, configure separate support email address, track support requests & contacts separately, set the workflow rules, define service level agreements and can specify the operational hours.
You have to configure the mail server settings to fetch and send mails from your Zoho Support.
In this Module, you can specify your organization related information such as company name, number of employees, address, date, time zone, and other details. An organization can have its branches in various regions and sites, based on which the operational hours, holidays, SLA and business rules are calculated.
Configure your organization's annual holidays with this option. This holiday lists is the number of days your company would remain closed and it is exclusive of the weekends holidays.
How do I
You can create the actual working time of your helpdesk. The operational hours for a site depends on the time zone configured for the site. This information is used in calculation of the service request completion time based on the SLA applicable on the request.