Zoho Desk for Teams

Zoho Desk is designed to help your focus on building relationships with your customers. It helps agents become more productive, managers become more impactful and customers become more empowered. Zoho Desk helps you put customer service at the heart of your company.

Here are some functions Zoho Desk helps you with:

• Agents can choose how tickets get organized automatically, based on urgency, priority or CRM stage/status.

• Inside a ticket, agents get contextual intelligence with customer information from Zoho CRM.

• Agents can use automatically suggested solutions for frequently asked questions.

• Agents can collaborate with other members of the team, from within a ticket.

• Managers can set up automations like workflow rules and macros, to assign tasks to an agent, escalate tickets, trigger notifications and update ticket fields automatically. 

• Managers can set-up SLAs to keep tickets from becoming overdue. 

• Managers can access real-time metrics that help them make decisions.

• Teams can put together a Knowledge Base, so customers can find answers to questions themselves.

With the Zoho Desk tab in MS Teams, you can:

• collaborate on customer tickets from inside Microsoft Teams.

• perform ticket actions such as assigning the ticket to agents, replying to the ticket, adding comments, changing the ticket status.

With the Zoho Desk connector, you can get instant notifications on important ticket actions such as:

• ticket creation

• ticket assignment

• ticket escalation

• moving a ticket

• ticket closing

• ticket reopening

• happiness rating received

• reply received

• adding and editing comments

• status modified