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Desk

    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