A quick run-through of Zoho Desk.

Here’s a curated playlist of videos that walk you through the best features in Zoho Desk.

• Answering your first ticket

  1:52 Choose the right tickets to work on (Work Modes)

  3:17 View tickets as columns sorted by their due time (Countdown Mode)

  3:41 Customise the columns in the Work Mode

  3:51 View tickets as columns sorted by the type of contact who submitted it (Handshake Mode)

  4:53 View tickets as columns sorted by the Ticket Status (Status Mode)

  5:55 Check if there have been any tickets from a customer in the past (Timeline)

  6:14 Check if another agent has already worked on a ticket (History)

  6:36 Cut down on the time it takes to draft a reply to a customer (Suggested Articles)

• Collaborating on a ticket

  1:25 Adding Comments within tickets

  2:44 Prevent collision between agents

  3:43 Chat privately with colleagues

  6:30 Make an announcement to the entire team

  7:29 Check for real-time notifications

• Using insights to deliver better customer service

  0:31 Get a glimpse of the big picture and the specifics (The HQ)

  4:37 Get an overview of the ticket traffic (Ticket Overview Dashboard)

  6:23 View customer service data as graphs (Built-in Dashboards)

  7:58 Track customer service metrics (Built-in Reports)

  8:41 Build your own reports (Custom Reports)

  9:34 Create your own dashboards (Custom Dashboards)

  10:34 Schedule a Report to your email inbox