{"id":428,"date":"2018-01-01T23:18:49","date_gmt":"2018-01-01T17:48:49","guid":{"rendered":"https:\/\/www.dhruvsoft.com\/blog\/?p=428"},"modified":"2024-07-26T09:43:09","modified_gmt":"2024-07-26T09:43:09","slug":"zoho-desk-five-most-underused-features","status":"publish","type":"post","link":"https:\/\/www.dhruvsoft.com\/blog\/zoho-desk-five-most-underused-features\/","title":{"rendered":"Zoho Desk &#8211; Five most underused features"},"content":{"rendered":"<p>Zoho Desk users use Tickets, Customers, Knowledge Base (KB) and Tasks to serve the their basic requirement. In addition to the common features that are used frequently &#8211; here are five most underused features of Zoho Desk.<\/p>\n<p>Zoho Desk can be used more effectively by using the following features.<\/p>\n<p><a href=\"https:\/\/www.dhruvsoft.com\/blog\/wp-content\/uploads\/2018\/01\/ZOHO-DESK.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-429\" src=\"https:\/\/www.dhruvsoft.com\/blog\/wp-content\/uploads\/2018\/01\/ZOHO-DESK.png\" alt=\"Zoho Desk - Five Most Underused Features\" width=\"560\" height=\"315\" srcset=\"https:\/\/www.dhruvsoft.com\/blog\/wp-content\/uploads\/2018\/01\/ZOHO-DESK.png 560w, https:\/\/www.dhruvsoft.com\/blog\/wp-content\/uploads\/2018\/01\/ZOHO-DESK-300x169.png 300w\" sizes=\"auto, (max-width: 560px) 100vw, 560px\" \/><\/a><\/p>\n<p><!--more--><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_83 ez-toc-wrap-left-text counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.dhruvsoft.com\/blog\/zoho-desk-five-most-underused-features\/#Help_Center_and_Customer_Community\" >Help Center and Customer Community<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.dhruvsoft.com\/blog\/zoho-desk-five-most-underused-features\/#Social_Channels_%E2%80%93_Twitter_and_Facebook\" >Social Channels &#8211; Twitter and Facebook<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.dhruvsoft.com\/blog\/zoho-desk-five-most-underused-features\/#Automated_Workflows\" >Automated Workflows<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.dhruvsoft.com\/blog\/zoho-desk-five-most-underused-features\/#Contracts_Service_Level_Agreements_SLA\" >Contracts &amp; Service Level Agreements (SLA)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.dhruvsoft.com\/blog\/zoho-desk-five-most-underused-features\/#Reports_and_Dashboards\" >Reports and Dashboards<\/a><\/li><\/ul><\/nav><\/div>\n<h4><span class=\"ez-toc-section\" id=\"Help_Center_and_Customer_Community\"><\/span>Help Center and Customer Community<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>The number of Tickets raised by the customers can come down in huge numbers once the Customer Community and Forums are set up. Before raising the ticket through website or by calling the support team; the users give a try to solve their issues with online research at the Customer Community.<\/p>\n<p>Setting up the Help Center and Community in Zoho Desk is straightforward. Creation of Forums specific to the department or product helps the customers to Ask a question, Propose an idea, Report a problem and Announcements.The other members of the community can share their insights about the post in the community. Forums are used to engage the Customers to increase the awareness about their product or service.<\/p>\n<p>Publishing the Articles in the Help Center Knowledge Base is a great way for customers to know more about the product or service.The common questions raised by the Customers can be put in the FAQs section of the Customer Portal so the Customers get the answers without raising the Ticket.The other advantage of Customer Portal is that the customers can submit their Tickets and can check if the raised Ticket is attended by the support team.<\/p>\n<h4><span class=\"ez-toc-section\" id=\"Social_Channels_%E2%80%93_Twitter_and_Facebook\"><\/span>Social Channels &#8211; Twitter and Facebook<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>Nowadays customers are actively participating by posting their issues on Social Platforms. It is a must for companies to show their presence on Social Platforms. Zoho Desk can be integrated with Social media &#8211; Twitter and Facebook. The following are the benefits of integration between Zoho Desk and Twitter, Facebook.<\/p>\n<ul>\n<li>Converts the Posts or Tweets into Tickets in Zoho Support.<\/li>\n<li>Give a reply to the Posts or Tweets<\/li>\n<li>Add Facebook and Twitter User in the Contacts<\/li>\n<li>Assign the Tickets to other agents generated from Facebook and Twitter<\/li>\n<\/ul>\n<h4><span class=\"ez-toc-section\" id=\"Automated_Workflows\"><\/span>Automated Workflows<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>Business owners want their business to be automated.This automation is possible in Zoho Desk with Workflows.Sending of automated email, assigning of task and field update when certain conditions are met is possible through the workflows.Workflows helps the employees not to miss any step in the process and allows them to follow the established system.<\/p>\n<h4><span class=\"ez-toc-section\" id=\"Contracts_Service_Level_Agreements_SLA\"><\/span>Contracts &amp; Service Level Agreements (SLA)<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>On purchase of Product or Service, customers expect support from the Sellers until they are good at using the Product or Service. Contracts in Zoho Support helps the Sellers to support their Customers if they face any issue of the product, by entering into a contract with them.<\/p>\n<p>SLA\u00e2\u20ac&#x2122;s demand a special attention from the employees in closing certain Tickets as they will be escalated if the tickets are not closed in certain time period. Creation of SLA\u00e2\u20ac&#x2122;s increases response rate and brings satisfaction for high end Customers.<\/p>\n<h4><span class=\"ez-toc-section\" id=\"Reports_and_Dashboards\"><\/span>Reports and Dashboards<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>Customers are happy when the Support Team is given the right solution quickly without much delay. Reports and Dashboards help the management to identify the frequently asked questions or problems. Organisation can publish the articles based on frequently asked questions on their Customer Portal to reduce the flow of Tickets into their Zoho Support. Some of the key Reports are:<\/p>\n<ul>\n<li>Tickets Overdue Now<\/li>\n<li>Tickets by Account<\/li>\n<li>Tickets by Status<\/li>\n<li>Customer Happiness for Agents<\/li>\n<\/ul>\n<p>Many organisations also schedule the Zoho Desk reports to send them to specific users at predefined day\/time.<\/p>\n<p><em>Dhruvsoft provides <a href=\"https:\/\/www.dhruvsoft.com\/zoho\/\">implementation and support services for Zoho<\/a> Desk. <a href=\"https:\/\/www.dhruvsoft.com\/contact-us\/\">Contact us<\/a> to know more about our Zoho offerings.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Zoho Desk users use Tickets, Customers, Knowledge Base (KB) and Tasks to serve the their basic requirement. In addition to the common features that are used frequently &#8211; here are five most underused features of Zoho Desk. Zoho Desk can be used more effectively by using the following features.<\/p>\n","protected":false},"author":13,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[179],"tags":[182,180,181],"class_list":["post-428","post","type-post","status-publish","format-standard","hentry","category-zoho-desk","tag-desk","tag-zoho","tag-zoho-desk","entry"],"_links":{"self":[{"href":"https:\/\/www.dhruvsoft.com\/blog\/wp-json\/wp\/v2\/posts\/428","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.dhruvsoft.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.dhruvsoft.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.dhruvsoft.com\/blog\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.dhruvsoft.com\/blog\/wp-json\/wp\/v2\/comments?post=428"}],"version-history":[{"count":0,"href":"https:\/\/www.dhruvsoft.com\/blog\/wp-json\/wp\/v2\/posts\/428\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.dhruvsoft.com\/blog\/wp-json\/wp\/v2\/media?parent=428"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.dhruvsoft.com\/blog\/wp-json\/wp\/v2\/categories?post=428"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.dhruvsoft.com\/blog\/wp-json\/wp\/v2\/tags?post=428"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}