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.
Just as in Zoho Projects task comments - support agents can now communicate with each other in much the same way as you can in Twitter, by using the @mention function.
If you want to send a private, internal message on a specific ticket to another agent - for example, top ask them for advice or to run a possible solution by them - then you simply type in "@" followed by their name, say John, "@john" and then their user icon will appear and the alert will be sent to them. This means you can achieve a far greater level of collaboration on customer support tickets, centralised on one location at the ticket level, than you could be using email.
In addition, as per the above screen shot support agents can now also edit and remove ticket comments if needed, helping them to maintain the most important and relevant information on a customer's support ticket.
Plus there is a ticket history function now, which means you are able to see who said what and when, again at the ticket level.
Whilst these functions are not so huge at first appearance they are significant in that they are heading towards a far greater level of agent collaboration and communication, which after all, will help agents to resolve your customer's support requests far more quickly than without it.
Zoho Support - Powerful Online HelpDesk Software
Mangoho are Certificated Zoho Consultants and Zoho UK Alliance Partners.
For more information on Zoho Support cloud based HelpDesk software, or for a free, no obligation quotation, please contact Mangoho here.