Administrator's Guide: Start with Zoho Desk

Administrator's Guide: Start with Zoho Desk

Customer service is the department responsible for providing the support that customers need when using a company's products or services.When a customer has a problem or encounters difficulties, they will contact the customer service department, and then the product expert will answer the question and solve the problem.
The call desk is managed by experts in the customer support department who handle customer inquiries or issues.Most companies provide email addresses or toll-free numbers to contact these experts.Today, the company has opened various channels such as chat, texting, social media, web forms, and community forums so that customers can turn to the customer service desk anytime, anywhere.
Help desk software organize customer requests and help resolve them in the fastest way possible.It automate most of the steps in this process as much as possible.Helpdesk software consists of three parts: ticket management, automation suite, and reporting and optimization.


Ticket ManagementThe software extracts customer emails from the email address and lists them in a single location.It allows help desk executives to easily answer and record customer calls.It enables customer support executives to listen to and respond to customer feedback on social media, such as Facebook and Twitter.
Automation KitThe automation suite allows help desk coordinators to ensure that customer questions are forwarded to employees who can answer them with satisfaction.It enables coordinators to monitor when support executives are not responding to ticketing, when ticket processing is too long, or when several other possible situations are encountered.
Reporting and OptimizationThis is the most important function of customer service.It extracts relevant information about key aspects of the help desk.Managers can learn parameters from this data such as the workload of the help desk team, processing time, and resolution rate per executive.Such metrics allow managers to quickly understand the situation and make improvements.