Track progress and set the right expectations.
Zoho Desk has just the things for your team to function like a well-oiled machine. Help desk basics like Service Level Agreements make sure that no ticket goes unanswered. Integrations with bug tracking software, such as Zoho BugTracker and JIRA, let agents file bugs right from the ticket screen. With the Zoho Projects integration, your team can stay right on top of tasks. And with advanced reporting from Zoho Analytics, you know exactly what all this effort is yielding.
Improve solutions through more feedback.
Experts from your team may be fuelling your Knowledge Base, but your customers are the only ones who can tell you if the solutions work. Zoho Desk lets customers rate articles based on usefulness. It tracks how many times an agent has used an article in a response. All this and more can be viewed in the dedicated Solutions Dashboard, so you can proactively improve your Knowledge Base.
Read more about how your customers can help themselves, and in many ways, you.