Empower your support teams with workforce engagement management
Zoho Desk’s workforce engagement management capabilities give you the tools to optimize support operations, ensuring every agent is engaged, every ticket is accounted for, and every customer receives timely, quality assistance.
LAUNCH YOUR FREE TRAILStay on top of every shift
Forecast ticket volumes. Manage agent availability. Deliver consistent support.
Track agent attendance in real time
With the Agent Attendance Tracker extension, agents can log in, check out, take breaks, or mark custom statuses. This real-time data gives admin complete visibility into who’s active, who’s on break, and whether service schedules are being met.
Auto assign tickets by custom rules
Ensure every incoming ticket is routed to the right agent instantly by setting your own criteria (e.g., priority, channel, keywords, SLA thresholds), with support for round‑robin, direct, or keyword‑based assignments.
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Accurate time tracking for every ticket
Easily monitor the time agents spend on each ticket to gain insights into productivity and workload. Automatically start, pause, and stop timers to capture billable hours and improve resource planning — all without interrupting the support flow.
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Monitor agent performance as it happens
Use Zoho Desk’s Agent Availability Reports, HQ dashboards, and Radar app to view agent workload, ticket inflow, and SLA metrics—helping you respond faster, redistribute work, and stay on top of every shift.
Predict demand, automate actions, and optimize responses
Zoho Desk’s Zia AI predicts ticket trends, detects anomalies, gauges customer sentiment, highlights key topics, and suggests tailored replies. When integrated with workflows, SLAs, and Blueprints, Zoho Desk reduces manual work and enforces policies.
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Analyze agent performance and productivity
Connect Zoho Desk with Zoho Analytics to monitor agent response times, customer ratings, ticket load, and expertise—all in one place. Gain insights that help you boost support quality and keep customers happy.
Boost agent motivation with Gamescope
Turn everyday support tasks into engaging challenges with custom games and contests. Use agent gamification to track performance through points and leaderboards, encouraging friendly competition that keeps your team energized and productive.
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Measure quality and customer satisfaction
Collect CSAT feedback post-resolution and pair it with agent scorecards and time logs. These insights help managers identify top performers and areas that need support, ensuring continuous quality improvement.
Streamline internal communication with Team Feeds
Keep your support team aligned by sharing updates, tagging teammates, and discussing tickets directly within Zoho Desk. Use team feeds to reduce back-and-forth emails and enable faster, context-rich collaboration.
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Seamless integration across the Zoho ecosystem
For advanced BI and workforce forecasting.
For managing field teams and geo-based dispatch.
For shift planning, time-off tracking, and HR sync.
Remote, hybrid, or on-site, Zoho Desk efficiently brings Workforce Engagement Management under one roof with intelligent tools.
Explore IntegrationsOur team took six to eight hours to create the reports that speak of our performance. Now, we've automated the process with Zoho Analytics and integrated it with Zoho Desk. Now, the technical support data has become a weekly or monthly collection activity. Every Friday, the whole company gets an email with all of our analytics and reports. It's pretty awesome.
Easy to use for a non-IT guy. Easy to navigate and understand. Customer happiness is available to use for customer service.