Move past shared inboxes with an efficient customer service email management system

Manage and send emails that are informative yet engaging, provide service that is fast yet personalized, and equip agents to be friendly yet productive with the most efficient email ticketing system, Zoho Desk.

How can you benefit?

Manage multiple email addresses from a single interface
Send informative and quick, yet easy-to-follow, emails
Never miss out on email updates

Centralize email tickets across multiple aliases in one place

Your business might offer different email addresses for each area of support like refunds, billing, sales, and more. Zoho Desk makes it easy for you to track, fetch, assign, and respond to customer service emails from one central location by converting them to tickets.

list of multiple support email aliases for different situations in Zoho Desk

Classify tickets to focus on all that's important

Your agents receive several customer service emails in a day, but not knowing which ones to prioritize can affect your relationship with your customers. By organizing emails based on criteria like time, status, priority, and CRM status your agents are well-equipped to make effective decisions and build lasting relations.

email tickets categorized as high, medium, and low in priority mode

Save time with shortcuts and automation

Typing common greetings, pleasantries, and lengthy how-to articles daily can be time-consuming, tiring, and counterproductive for your agents. With AI assistance, pre-written responses, keyboard shortcuts, and automated article suggestions they can send quick and accurate responses while closing more tickets in a day.

Reply assistant, Zia, suggests the most appropriate solution from your knowledge base to the agent based on customer query

list of suggested articles and snippets related to the query for agents to use in their reply

Personalize interactions with more customer context

First step towards crafting personalized responses is collecting and storing customer information. Effortlessly create contacts in your database with reply-to email addresses. Explore cross-sell and up-sell opportunities and compose unique responses by going through the contact information, and the customer's past interactions with your business.

customer context like customer's past interactions, happiness rating, number of open and overdue tickets and contact details

Collaborate with internal and external teams

Take your customers straight to the solution instead of involving them in unnecessary email threads revolving around the solution. Send private email threads to collaborate with external partners and consultants. Use private comments to collaborate with internal teams, too.

thread marked as 'private' by removing customer email in recipients to converse with external agents and consultants

internal agents tagging each other to communicate using private comments

Acknowledge and track emails effortlessly

Customers expect prompt responses while agents expect simpler ways of tracking email ticket activity. Enable timely customer responses using predefined customer service response templates, and automatically notify agents of every ticket activity with email templates.

email template used in reply to acknowledge contact on receiving a reply

Assign emails automatically

Your response rate and customer satisfaction levels are at stake if incoming emails are not managed effectively. Automate email assignments based on criteria like your agents' skills, workload, channel, customer preferences, and more to ensure agent and customer happiness.

rule for assigning incoming tickets with subject

Embed happiness ratings in emails

Feedback collection is as essential as resolving a customer's issues. Send feedback links automatically after every response or upon closing a ticket and get insights about your customers' satisfaction levels.

customer happiness rating link with smileys included in reply draft

Simplify your email ticketing
journey today!

No credit card required.
No software to download.

FAQs on customer service email management system

Is there a way to automate customer service email responses?

With Zoho Desk you can automatically send acknowledgement and response emails to customers with response email templates. All you need to do is configure the settings and set up a workflow per your requirement. After that, emails containing the predefined responses will be sent as soon your customers raise a ticket, respond to them, or perform actions specified in the workflow criteria. This way you save your agents' time from drafting repetitive answers.

What's the difference between email management tools and customer service email management software?

An email management tool allows you to carry out regular communication activities, such as send, schedule, and receive emails. You can manage them effectively by adding labels, creating folders, setting filters, and more. They can be quite useful for simple personal and business communication.

With a customer service email management system, you can organize emails coming across different email addresses in one place; collaborate with external teams within the same thread; send personalized emails with the help of pertinent customer details and past conversations; automate email assignments to your agents; and, most importantly, track ticket status, agent performance, customer happiness, and more. A customer service email management software helps you decrease customer wait times, and increase satisfaction levels.

How do you use Zoho Desk as a call center email management software?

Zoho Desk unifies communication across channels in one place. This means you could bring in all your call center operations to Zoho Desk while managing customer service emails from the same place. Your agents can effortlessly offer a personalized omnichannel experience to your customers — they can answer tickets that were initiated by customers via email but continued via phone call later — with its intuitive UI and advanced automation capabilities.

How do you use self-service in a customer support email system?

Customer service email management software like Zoho Desk offers users multiple self-service options to deploy in their business to maximize the self-service deflection rate.

By building a knowledge base, you can make all of the valuable information available to customers in the form of articles or FAQs.

To offer an interactive experience, you can set up an AI chat bot, Zia, on your website or help center, that fetches articles based on customers' queries.

Additionally, you can empower them to perform actions such as making bill payments using Guided Conversations.

You can also provide a platform for customers to interact, and help each other with community forums.

Self-service in the customer support email system also reduces your agents' efforts in crafting replies to commonly asked questions, with Zia's help to fetch information from your knowledge base and turn it into ready to use responses, or by linking articles directly in responses.

Does Zoho Desk have free customer service email templates and sample responses?

You can use default email templates to notify your agents and help them send quick responses for free. Keeping in mind changing business requirements, Zoho Desk also allows you to customize and create email templates specific to your business use cases in its other editions.