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Duration 14 hours
Course Outline
Introduction to Zoho Desk
- Overview of core features and benefits
- The role of Zoho Desk in customer support operations
- Navigating the user interface
Account Configuration and Team Setup
- Establishing departments, roles, and agent profiles
- Customizing branding and the customer portal
- Configuring support channels (email, phone, social media, live chat)
Ticket Management and Automation
- Understanding the ticket lifecycle: creation, assignment, and resolution
- Applying SLAs, workflows, and escalation rules
- Leveraging automation tools: blueprints, macros, and custom functions
Knowledge Base and Self-Service Portals
- Creating and maintaining help articles
- Designing an effective customer portal
- Improving self-service options with AI-driven suggestions
Reporting and Dashboards
- Developing and customizing reports
- Building dashboards to monitor team performance
- Exporting data and scheduling report delivery
Change Control and Traceability
- Monitoring configuration changes and ticket history
- Utilizing audit logs and user activity reports
- Best practices for ensuring a secure and traceable environment
Integrations and Productivity Tools
- Connecting with CRM, Slack, and telephony systems
- Utilizing extensions and marketplace applications
- Using the mobile application for field support tasks
Summary and Future Steps
Requirements
- A foundational understanding of basic customer support processes
- Prior experience with ticketing systems or helpdesk tools
Target Audience
- Support managers and helpdesk administrators
- Customer service professionals utilizing or managing Zoho Desk
- IT staff responsible for implementing Zoho Desk within an organization
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
