Simplify the journey from ticket generation to resolution
Customers appreciate when service interactions are quick, informative, and accurate. And Zoho Desk helps your agents create the ideal support experience with a simple-to-use and effective reply editor.
How can your organization benefit from the reply editor?
- Increase agent efficiency
- Send informative and accurate responses to your customers
- Deliver personalized service instantly
- Effortlessly track the entire ticket journey
Collect and fill in essential ticket information effortlessly
Make it seamless for your agents and customers to raise a ticket. Collect all the essentials required to offer quick service with layouts while preventing agents and customers from filling in repetitive and common fields with prefilled templates.
Acknowledge every ticket automatically
Build strong customer relations by sending automated acknowledgement emails while retaining the personal touch with email templates.
Categorize tickets for quick actions
Make quick decisions and perform quick actions right from the ticket display screen with multiple ticket views that categorize tickets as per your agent's preferences.Learn More
Send tailored responses to every customer
Desk's unified interface allows you to quickly and conveniently access your customer's details, their current stage in the customer lifecycle journey, and all their previous interactions, so your agents can deliver personalized service effortlessly.
Deliver timely and valuable responses
Drafting the same response repeatedly can be time-consuming and frustrating for your agents. With pre-written responses, and automated article and reply suggestions, equip your agents to send prompt and informative responses.
Access past resolutions for future interactions
After crafting the perfect reply, it's a good idea to store it in an easily accessible place. With Zoho Desk, save the resolution to your customer's request under the Resolution tab, so other agents can refer to it when similar problems arise. To optimize this process, add resolutions to your knowledge base, increasing their visibility for future use cases.
Review the complete ticket journey in one place
Dealing with one customer's request can involve multiple steps, and it can become difficult to trace and follow up on each one. With Desk, your agents can set up reminders, schedule tasks, and view all the stages and changes a ticket went through in the same place.