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By: Andrew Wallace | March 29, 2018

Zoho Desk (formerly known as Zoho Support), the powerful and affordable online helpdesk solution by Zoho, has had a facelift recently, with numerous enhancements to the user interface.

The first of these, and the most obvious, is the menu structure, which now lists the main modules - Tickets, Knowledgebase, Customers, Reports - across the top of the screen, making it far easier to jump between the modules.

Zoho Desk is an online helpdesk app for small businesses

By: Allan | April 30, 2015

Subscribers to Zoho Support, the help desk software that assists your after sales support operation to be more organized and resourceful, now have the ability to integrate their customers’ portal to Google Analytics. 

And what that means is that Zoho Support subscribers will better understand how their help centre is being used. 

Just in case you don’t know about Google Analytics it is a free application that analyzes website traffic. 

And what that means is that you can review significant information on your visitors’ trends and their behavior at your website. 

And by understanding more about what the customers that you support through their portal you can discover what is working what may need improving.

Here is some of the information that is...

By: Andrew Wallace | August 09, 2014

Zoho have rolled out a few new features recently to their online customer support software, Zoho Support. The new functions are designed to allow 'agents' - the guys and girls who attend to your customer support requests - the opportunity to collaborate online, inside Zoho Support, at the ticket level, with other agents as to such matters as issues, potential solutions, ideas and so on, specifically about that customer's ticket.

The Zoho Support notification centre groups all of your notifications in one place and alerts you whenever someone adds a comment to a support ticket.

Zoho Support is cloud based helpdesk software
Zoho Support notification centre keeps all notifications in one place

Category: Zoho Support 

Tags: Zoho Support 

By: Andrew Wallace | June 23, 2014

Zoho Support, the online help desk customer support software from Zoho, is now available on mobile devices for all Android and iPhone users.

This allows your support agents to answer tickets directly from their mobile device, giving agents a high degree of flexibility in terms of being able to manage tickets and provide faster feedback to customers, and providing business owners with the ability to manage more customer support with fewer resources as well as open up possibilities to operate using remote workers, agents in the field, flexitime employees and so on.

Here are a few more benefits to the Zoho Support mobile app:

Rapid Response Rates

Agents that have a mobile app are more likely to be able to at least answer/acknowledge client help d...

By: Andrew Wallace | June 03, 2014

OK, so this might not be a huge feature release but we do promise to keep you updated on all  Zoho updates however big or small!  

Zoho Support, the online HelpDesk solution for small businesses, now has a 'tag' function for support tickets, that allow agents to easily identify or categorise client support requests.

How?  Easy.  Key words perhaps, or if you have an internal categorisation / naming convention that all of your agents use you could use wording in the tags, or maybe you want to identify certain tickets in a positive / negative manner to quickly extract them for review or even training purposes.

Zoho Support is small business cloud based help desk software
Tag support tickets to quickly categorise and identify them for future analysis

By: Andy | December 04, 2013

Two key updates have been released by the Zoho Support team recently, in line with the latest Zoho CRM features that were announced a couple of weeks ago, both of which improve your customer's pre-sales & after sales experience.

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) and voice mails are now supported within Zoho Support and voice mails sent by customers who were unable to reach or contact agents online can even be converted as tickets for support agents to follow up. This ability is available in the Zoho Support livechat function too and is a real time save so we think this is really cool!

Category: Zoho Support 

Tags: Zoho Support