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Course Outline
Introduction to Zoho Desk
- Overview of features and benefits
- Role in customer support operations
- Tour of the user interface
Account Configuration and Team Setup
- Setting up departments, roles, and agents
- Branding and portal customization
- Channel configuration (email, phone, social, live chat)
Ticket Management and Automation
- Ticket lifecycle: creation, assignment, and resolution
- Using SLAs, workflows, and escalation rules
- Automation tools: blueprints, macros, and custom functions
Knowledge Base and Self-Service Portals
- Creating and managing help articles
- Designing a customer portal
- Enhancing self-service through AI suggestions
Reporting and Dashboards
- Creating and customizing reports
- Building dashboards for team performance
- Exporting data and scheduled report delivery
Change Control and Traceability
- Tracking configuration and ticket history
- Using audit logs and user activity reports
- Best practices for maintaining a secure and traceable environment
Integrations and Productivity Tools
- Integrating with CRM, Slack, and telephony
- Using extensions and marketplace apps
- Mobile app usage for field support
Summary and Next Steps
Requirements
- An understanding of basic customer support processes
- Experience with ticketing systems or helpdesk tools
Audience
- Support managers and helpdesk administrators
- Customer service professionals using or managing Zoho Desk
- IT staff implementing Zoho Desk in an organization
14 Hours
