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.

The next is a useful layout change opn the Ticket screen, which sees the sub categories now placed above the Ticket, in a linear menu format, which again means you can jump between the related sub categories of the Ticket easily and quickly.

Finally the Setup screen now opens on top of the existing screen, rather than reloading the browser and thus moving away from the previous screen, so you do not get 'lost' any more and can simply adjust any settings as needed, then close the Settings screen and contine where you left off.

We also really like this widget that's shown on each ticket when viewing the ticket details:

Easily check customer information, access 'Solutions' to ticket related problems, or get an insight into the history of the Ticket, without losing sight of the main Ticket window.

More Information

More information on Zoho Desk can be found here.

Contact Us

Contact us here for more details on Zoho Desk or for a no obligation discussion on how Zoho Desk can benefit your business.

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 available to you by tracking the activities of your customers through their self-service portal:

• Establish the percentage of your page views are from existing and new customers respectively.
  
• Monitor your mobile site visits and establish what devices your customers use to their portal.
  
• Know how many engagements your customers had with their support portal. 
  
• Establish the time spent by your customers on each page.
  
• Review customer navigation of your support portal; for example the pages visited and the order of the pages visited. 
  
• Establish if articles and solutions are relevant by reviewing the bounce rates. 
  
• Recognize the keywords that your customers search for before landing on your articles and solutions. 
  

At Mangoho we believe that having the Zoho Support customer portal and integrated with Google Analytics is a very exciting addition to the help centre application. 

Discover how the Zoho Support customer portal integrated with Google Analytics can assist you to improve the service that you provide to your customers by contacting us today or drop us a note to info at mangoho dot com. 

Creating online business solutions for our Zoho clients in the U.K. is at the heart of what we do at Mangoho.

Mangoho quick links:

Contact Mangoho.

Zoho Support including a short video. 

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.

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 desk enquiries far more quickly that those who need to return to the office to do so. In many cases, acknowledging and empathising with customers, quickly, goes a long way to managing expectations and better controlling the flow of the ticket. With the new Zoho Support mobile app agents can do this as soon as they receive a ticket, directly from their mobile device.

Increase Agent Happiness and Improve Retention

Support agents are now able to answer tickets from anywhere, even home, this means that they can attend to ticket responses in a more flexible manner, without the need to be in an office, which will result in them being happier in their job. This will also improve staff retention rates in a role that is notoriously stressful! 

Offer remote Working and Flexitime and Provide Better Support

Linking to the above, if staff are no longer made to work in support cubicles they will in theory feel happier in their job with the freedom to work at home or work on the move whilst doing other activities.  A happier support agent is a more enthusiastic support agent and one who will provide better support to customers.

Do More with Fewer Resources

We're the first to admit that many small businesses, especially startups, need to be as flexible as possible and the owner(s) or managers, need to wear many hats; indeed, they are often the support agents as well as the owners!  With the new Zoho Support mobile app they are able to better carry out this role by answering tickets on the go, from the train commuting to work, after a client meeting, in the car when stuck in a traffic jam, than they would be able to do if refined only to a desktop app.  In short, they can do more with less by being mobile.

Extend You Customer Support Coverage

By putting all of the support staff, yourself (if you are the support department!) and even team members who may not be agents per se, but who can also provide useful  input to support tickets, onto Zoho Support mobile app you are greatly extending your coverage capabilities for offering a more professional, rapid and comprehensive support platform for your customers.

Single Sign On, Your Data in One Place

The beauty of the Zoho Support mobile app is of course that all of your data is in one place, accessible from your desktop or your mobile devices.

To get the app simply go to the Google marketplace or iTunes, type in "Zoho Support" and install the app. Sign on using your single sign on username/email and password and then allow a few seconds for the data to synch and away you go!  If you are a new user for Zoho Support, feel free to contact us at the link below to help you get started.

Contact Us

Please contact us here for more information on Zoho Support cloud based help desk software and a free, no obligation consultation/quotation on implementing Zoho Support in your business.

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.

We use this function to help find tickets quickly, by using a keyword, but as you can see by the above very colourful graphic you can indeed use them to show whether or not a ticket went to plan or whether the customer was happy with the responses.  

Another great use for these tags is for product improvement.  If you come up with a word or phrase, that you can use when a customer comes up with a good idea when in contact with your support department, you can log this as a tag, then list all of these later on to see a list of feature / product improvement requests. 

You can use it for anything really!

Tags are listed on the left side of the screen when viewing tickets, simply click the tag you want and all the tickets with that tag will be displayed.

Implement an Affordable HelpDesk in Your Business

If you are interested in automating your customer support experience, please feel free to contact us about our affordable Zoho Support implementation packages.

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!

Android and iOS Mobile Support

Now all of your support agents can use their Android & iOS mobile devices to receive immediate ticket notifications and reply there and then, further reducing your customer support time as well as helping to reduce the all too common custom frustration factor.

If the assigned support person is not available when on the go, the ticket can be reassigned to another support agent.

The enhanced Zoho Support features for Android & iPad and iPhones are available to Professional and Enterprise subscribers.

Contact Us

For more details or information on how Zoho Support online helpdesk software can be used to improve your customer support processes, please contact us here, call us on +44 (0)753 878 1619 or email us on info at mangoho dot com.