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.

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.

A new Community module has been released to be included in all versions of the Zoho Support online helpdesk solution.

What's it for?

Well, you've all no doubt used discussion forums of some sort, this is the community feature in Zoho Support - the aim being of course that many heads are better than one, and information sharing and collaboration is a powerful means to solve support issues.

It also means that you no longer need to use a separate forums solution like Zoho Forums to create that community feeling for your support clients. It used to be a paid addon, but now you can do so from directly within Zoho Support, providing your end users, ie. your clients with an online discussion platform that they can use to discuss support matters with your staff and even other users.

The module is available in all editions.

To implement the Community module follow these steps:

Setup >> Channels >> Community

From there, add your categories and then your forums in the categories and off you go!

For more information on Zoho Support and details on how we can help improve your customer service process with this powerful yet affordable online helpdesk software, please contact us here.