Zoho Support - Features

Zoho Support - Features Ticket Management Social Support Customization Workflow Customer Support Portal Alerts & Notifications Knowledge Base

Ticket Management

 Zoho Support acts as your single point of contact for all your incoming tickets. You can organize, prioritize and respond to your support tickets on the fly. Provide the ‘Wow’ experience to your customers by maintaining the most responsive helpdesk in your organization.
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Accounts and Contacts

 Do you have scores of contacts and support multiple accounts? Have them all in Zoho Support. You can raise tickets for your contacts and accounts from anywhere and at any time. You can also customize the fields in contacts and accounts to capture as much information you may need.
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Knowledgebase

 Help your customers before they get your help. Provide them with a powerful knowledgebase of articles ordered as topics. Found a solution for a ticket; add them to your knowledgebase in a click. You can also create topics for your agents’ eyes only. Solutions are fast to search and can contain attachments and images.
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Customer Support Portal

 Provide a dynamic online community for your customers. They can log tickets, track updates, find answers, start discussions and more in one single place. You can also unleash your brand’s look and feel using real-time styling, drag-n-drop rearranging etc., for that seamless experience.
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Product Catalog

 Searching for product details while having your customer on hold is cumbersome. But not anymore. Tracking and managing your product catalog is simple and easier in Zoho Support. You can store details such as product name, category, price, warranty period etc., to be associated with a ticket.
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Social Channels

 Ensure your customers with an effective customer support via the channel they are most comfortable with. With social media integration you can now support your customers over Facebook & Twitter by staying within Zoho Support.
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Telephony

 With hosted and on-premise telephony support, you get a fully-functional call centre right within your browser. The built-in phone tree (IVR) menu allows you to segment and route calls to the most appropriate agent. You can track and audit the entire gamut of voice process by recording conversations. PhoneBridge, the on-premise telephony integrates with PBX systems like Asterisk, Elastix and Trixbox.
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Customer Happiness Ratings

 Measure your customer's support experience by sending out a rating link whenever you close a request. You can receive notifications for bad feedbacks, so you could get into damage control mode right away. Also our happiness reports are insightful, that you could monitor your company's customer happiness levels for any given period. So, get started now and be all ears!
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Alerts and Notifications

 Do you want to alert agents when tasks are assigned to them? Notify them of a customer appointment tomorrow? Acknowledge your customers when they submit ticket? Everything is possible in Zoho Support. E-mail, text message/SMS or simply a browser pop-up is what all it takes.
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Contracts and SLAs

 Managing customer contracts and providing on-time support are critical to win customers. Zoho Support handles these hassles free. Setup your customer contracts and SLAs, so that your customers receive support as agreed. You can define your business hours, holidays and support plans to set a ticket its due date. It doesn’t stop here. Zoho Support auto escalates a ticket when it falls overdue.
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Automations

 Increase your agents’ productivity manifold. A wealth of powerful automations like workflows, macros, assignment rules and time-based actions will speed up your day-to-day workflows so you'd focus on providing awesome customer support. You can auto-assign tickets, send notifications and modify field values based on a wide range of criterions.
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Access Security

 Do you receive sensitive information from your customers? Want to secure them from prying eyes? Take charge now by defining profiles, roles and groups. Setup data-sharing rights and field-level security in Zoho Support. Ensure your proprietary information is protected.
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Branding

 Customize your helpdesk to talk your brand. Upload your company logo, choose your support URL and configure your support e-mail address. Also setup remote authentication to provide a single login experience to your users.
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Customization

 Customize your helpdesk according to your business needs. Add custom fields, re-name or hide unwanted tabs, set fields to be searched, add a new section and more. You can also personalize the e-mail templates sent to your customers.
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Reports and Dashboards

 Reports are vital to measure the health of your helpdesk and take informed decisions. In Zoho Support, you can monitor ticket activity, agent performance, SLA compliance, ticket response time, and more. You can also display summary information and vital statistics for quick view under dashboard.
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