Why Zoho Support?
Online & Web-Based
Zoho Support, an on-demand, web-based, help desk software allows your agents to access data from any location and provides the latest information to support your customers. It eliminates the cost of installation and maintenance, so that you can concentrate more on your business than on the software itself.
With plans starting at $12/agent for a month you can expect Zoho Support to revolutionize the way you provide support to your customers. Also if your customer support process involves a do-it-all team or your support costs stretches your budget, you can check out our Free plan. With unlimited user access, think of it as your customer support e-mail alias, but on steroids!
Zoho Support is packed with features to increase the productivity of your support agents. You can automate your support process using Workflows. Set up customer Contracts; notify your agents, acknowledge your customers and more. It is easy to get started; effortless to scale and seamlessly integrates.
Don't like a field..! Remove it. Want the Solutions tab to be read as Knowledgebase? Re-name it. Determine the best page layout, add fields, create tabs, and edit templates. Use our Rest APIs to integrate your helpdesk with your in-house system or a favorite application.
You aren't convinced yet? Learn more to know what you can expect from your helpdesk with Zoho Support.
1. Connect with your Customers
Connect with your customers via multiple touch points. Create support tickets from phone, e-mail, website, customer portal, forums and more. Our Forums Add-on provides your customers a platform for discussion with the ability to convert a forum post into ticket.
2. Provide Support as Agreed
Have you agreed to address tickets within a fixed time frame? Configure your customer contracts in Zoho Support and close tickets on time every time. Setup SLAs to define ticket due dates and escalate them to multiple levels when they fall overdue.
3. Automate your Support Process
Increase your agent productivity by automating your support process using workflows. Assign incoming tickets to agents based on criteria. Set ticket priority to high when you receive a ticket from a paid customer. Set-up tasks and send alerts on pre-defined incidents.
4. Keep your Customers and Agents Informed
You can automatically send an acknowledgement e-mail on receiving a ticket from your customer. Also notify your agents when a ticket is being assigned to them. Keep your customers and agents in the loop by sending notifications via e-mail or SMS.
5. Help Customers to Help Themselves
Provide your customers a powerful knowledgebase, with FAQs and other solutions categorized by topics. Set a solution to be displayed to all or only to logged-in customers in the Customer Portal. Also create Knowledgebase solutions for internal purposes; exclusively for your agents.
6. Re-Brand your Help Desk
Determine the best layout for your customer facing portal. Own your helpdesk by mapping your support domain to Zoho Support. Upload you company logo, set your link-back URL and customize your customer portal according to your needs.
7. Measure your Help Desk Activities
Take stock of your help desk activities using in-built report. Also measure specific aspects of your ticketing process by generating custom reports. Report building in Zoho Support is effortless. You can display summary information and vital statistics under dashboard for quick view.
8. Secure your Data from Prying eyes
Do you receive sensitive information from your customers? Take charge now by defining profiles, roles and groups in Zoho Support. Configure data-sharing rules and field-level security to ensure your proprietary information stays protected.
9. Integrate with Industry leading Zoho CRM
Close your customer loop from sales to support by integrating with Zoho CRM, an industry leading customer relationship management application. You can import your contacts and accounts information from Zoho CRM into Zoho Support. Also, view the support tickets raised by your leads, contacts and accounts within Zoho CRM.