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Course Outline
Introduction to Zoho Desk
- Key features and their advantages.
- Navigating the user interface.
Setting Up Accounts and Teams
- Establishing departments, roles, and agent profiles.
- Customizing branding and portal appearances.
- Configuring support channels (email, phone, social media, live chat).
Managing Tickets and Automation
- The ticket lifecycle: creation, assignment, and closure.
- Leveraging SLAs, workflows, and escalation rules.
- Utilizing automation tools such as blueprints, macros, and custom functions.
Knowledge Bases and Self-Service
- Developing and maintaining help articles.
- Structuring customer-facing portals.
Reporting and Dashboards
- Generating and customizing analytical reports.
- Creating dashboards to visualize team performance.
- Data export and automated report scheduling.
Change Control and Auditability
- Monitoring configuration changes and ticket history.
- Utilizing audit logs and user activity tracking.
- Maintaining a secure and transparent operational environment.
Integrations and Productivity Enhancements
- Connecting with CRM, Slack, and telephony systems.
- Expanding functionality through extensions and marketplace apps.
- Leveraging mobile applications for field support.
Recap and Future Actions
Requirements
- Familiarity with fundamental customer support processes.
- Prior exposure to ticketing systems or helpdesk software.
Target Audience
- Support managers and helpdesk administrators.
- Customer service specialists who utilize or oversee Zoho Desk.
- IT personnel responsible for deploying Zoho Desk within their organization.
14 Hours
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
