Zoho Desk: Setup Guide for Beginners

Providing customer service is a fundamental component of nearly all businesses. Zoho desk has been at the forefront of customer service. Customers who have an issue with your product or service will always contact you again. If you don’t have an answer for them right away, it will only hurt you more.

However, keeping track of all the post-project assistance may also be very overwhelming for businesses that have dealt with many clients. Whether small, medium, or large, you need committed employees to provide prompt customer service.

Here’s when Zoho Desk comes in convenient for businesses. With the help of the cutting-edge and effective platform Zoho Desk, you can automate and monitor your customer care needs. Implementing Zoho Desk is easy, check out the complete guide to setting up Zoho Desk for your business.

About Zoho Desk

Zoho Desk is a cloud-based help desk and customer assistance application. It is designed to help your company manage and streamline customer care operations more effectively by giving you the tools you need to prioritize, arrange, and address client questions and problems on a single platform.

Top Features of Zoho Desk

1. Ticket management
2. Supercharged platform with in-built AI
3. Automation
4. Integration capabilities
5. Reports and dashboards
6. Customizable dashboard for your team
7. Totally secure platform

How to Set up Zoho Desk

Step 1.

• Visit the Zoho Desk website.
• Enter your credentials (email and password) and log in.

Step 2. Setup Your Profile

• Go to the profile settings.
• Update your personal information, such as name, profile picture, and contact details.
• Configure your notification preferences.

Step 3. Organize your help desk with departments

Set up separate departments in the Zoho Desk for different goals. You can assign agents to specific departments, where distinct email channels for each department can be created.

To add a department:

• Click the Setup icon in the top bar.
• On the Setup landing page, select Departments under the General section.
• In the Department Lists page, click New Department in the upper right corner.

Zoho Desk allows users to switch to other Zoho applications with a single click. To access any integrated Zoho app, click on the upper left corner of the interface, which will open a menu displaying all available apps.

Integrating Zoho Desk with other Zoho applications allows users to quickly access other apps without leaving the Desk interface. It also enables users to access data from multiple apps in real-time, leading to more efficient and better customer service.

For example,

1. Zoho Desk integration with Zoho CRM

Integrating Zoho Desk and Zoho CRM creates a unified platform to view and respond to customer tickets directly within the CRM.

Also, allows you to invite CRM users to Zoho Desk, sync accounts and contacts modules, select the modules for ticket visibility under related lists, and manage ticket visibility for CRM users.

How does it make everything easier?

• You can create new support tickets or view existing ones.
• You can also comment, respond, update fields, and close or delete tickets.
• Set ticket details such as priority, and status, assign an owner, set a due date, and update all other fields in the Desk.
• Prioritize tickets by linking them to a deal. Additionally, fetch account and contact details from your Desk account.

2. Zoho Desk Integration with Zoho Survey

Zoho Desk and Zoho Survey integration helps you collect valuable feedback to enhance your customer service. You can create and send surveys to your customers to check how your customer service operators are performing by sending request ratings once the ticket is closed.

Start using Zoho Survey with Zoho Desk to gain insights and deliver greater satisfaction with every ticket closed.

Benefits of this Integration:

• You can create a custom survey or choose from over 200 templates to send to your customers through Zoho Desk.
• Businesses can request ratings with every reply and can gain valuable customer feedback directly on tickets.
• Admins can use department-specific survey reports to monitor the performance of individual agents.

Sample Workflow to understand how this all works together

Step 4. Onboard Your Team

After setting up departments and email channels, invite your team members to join Zoho Desk. This step is essential to ensure that your team is ready to handle incoming tickets.

Assign appropriate roles and permissions to each team member. This helps in defining responsibilities and ensures that each member can access the tools and information they need to perform their tasks effectively.

Step 5. Check Out Your First Ticket

Zoho Desk creates a sample ticket for you to get started. Find this sample ticket in the Tickets Module of your portal.

For example, if a customer from XYZ Corp calls, the agent doesn’t need an existing contact under that customer’s name. The agent will search for the XYZ Corp account and, if found, add a ticket to it. When the agent inputs the customer’s details into the ticket, a new contact is created and linked to the account.

Associating tickets with an Account

1. Click on the ‘+’ button at the upper right of the page.
2. Click the Tickets tab at the top of the page.
3. Click Add Ticket in the upper right corner.
4. On the Add Tickets page, enter the contact’s name and email, and update other fields as needed.
5. Click Submit.

Step 6. Create and Respond to a Ticket

To create a new ticket, send an email to your support email address. Your email server will forward this email to the Zoho Desk, where it will appear as a new ticket.

Click on the newly created ticket to open the response editor. This editor is similar to an email tool, making it easy to respond.

Write your response in the Response Compose window. You can use a template or compose a custom message. Once done, click “Send & Close” to send your response and close the ticket.

Step 7. Ask for Feedback

After resolving a ticket, request feedback from your customers. You can create a question for them to rate their service experience and provide clear options for their responses.

Review the feedback to understand customer satisfaction levels. This analysis helps identify areas for improvement and ensure that you meet your customers’ expectations.

Customer retention is more cost effective than acquisition, and happy customers will likely bring in more leads through positive word-of-mouth.

Conclusion

Setting up Zoho Desk is a straightforward process that can significantly enhance your customer support operations. Moreover, by measuring customer happiness through feedback, you can gain valuable insights into your support performance and continually improve your service.

Let Zoho Implementation Partners help you With Zoho Desk implementation, CRM Masters with over 8 years of experience, helping clients manage customer interactions for businesses to increase customer satisfaction and retention.

Contact us to make the most out of Zoho Desk and take your customer support to the next level.