When your organization gets affected, your customers suffer

80%

of customers say that companies don't have the context from their last conversation.

31%

of customers said the employee they spoke to wasn't qualified to help.

What is Contextitis?

/ˈkɒntɛkstʌɪtɪs/noun

Context-deficiency caused by the usage of poor, or in some cases, no help desk software, where customer support divisions may become ineffective. If left untreated, this deficiency may also negatively impact the entire organization

SIGNS

Misunderstanding the customer

The agent frequently requests that the customer repeat information because he or she can't comprehend what the customer says.

Frequently passing on tickets

Resolving tickets takes longer when agents pass-the-buck between themselves. This mostly occurs when an agent doesn't understand the issue due to lack of context.

Providing irrelevant solutions

Despite having a ton of resources to assist them in solving tickets, they end up providing irrelevant solutions to customers. This leads to delays and frustration.

Problems in resolving tickets

Agents may feel that they aren’t able to solve the entire problem themselves. One of the leading causes of loss of context is when information changes hands.

Eventually Contextitis makes your agents

Struggle to solve tickets

Miss targets and deadlines regularly

Have meaningless customer interactions

The Cure

After extensive research, it was found that the cure was in the name all along.

All it takes is one move to stop the spread. Get healthy. Get the cure.

Context. itis.

Welcome to the world’s first Context-aware helpdesk software,

How does it help?

Making history, present.

View all interactions, between agents, or agents and customers, with conversation history on every ticket.

Work with the flow.

Zoho Desk enables you to tailor workflows based on ticket context. These workflows automate the process of assigning and solving tickets thereby resulting in lesser time delays.

Knowledge. Now seeks you.

Zoho Desk works with your agent when solving tickets, thanks to Suggested Articles—it scans the content of the tickets, and provides the agent with a set of articles that will best help solve the issue.

Collaboration, sans confusion.

Zoho Desk enables your agents to work with teams across your company to quickly solve problems through effective collaboration.

"Workflows are amazing here. Makes managing tickets is so much easier as so much is death with automatically. Tickets transitions are faster and dealt with quicker as the flow is just spot on."
Ilhaq Isaq
TRL, London.
"Desk connected our service department from tracking resolutions in a record based format and needing phone calls for internal assistance into a collaborative space that enables online discussion to resolve issues in a faster way."
Zachary Zivnuska
Redi Systems
"The automated workflows, email/alert notifications, automatic field updates are all very powerful."
Ken Rabun
Orista, Inc.

Ease their burden

Solving tickets shouldn’t be a struggle.