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.

CRM Software benefits | Zoho CRM

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.

Ticket Layout - screen Ticket templates - screen

Acknowledge every ticket automatically

Build strong customer relations by sending automated acknowledgement emails while retaining the personal touch with email templates.

Acknowledge every ticket automatically

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.

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Categorize tickets for quick actions

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.

Send tailored responses to every customer

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.

Reply assistant - screen Suggested articles - screen Snippets - screen

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.

Access past resolutions for future interactions

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.

Ticket activity - screen Ticket history - screen

Empower your agents with Zoho Desk

  • No credit card required.
  • No software to download.