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Course Outline
Getting Started with Zoho Desk
- Understanding its role in customer support operations
- Navigating the user interface
Setting Up Accounts and Teams
- Establishing departments, roles, and agent profiles
- Customizing branding and the customer portal
- Configuring support channels (email, phone, social media, live chat)
Managing Tickets and Automating Workflows
- The ticket lifecycle: from creation to assignment and resolution
- Utilizing SLAs, workflows, and escalation rules
- Automation features: blueprints, macros, and custom functions
Knowledge Bases and Self-Service Options
- Writing and maintaining help articles
- Designing an effective customer portal
- Boosting self-service capabilities with AI-driven suggestions
Reporting and Dashboard Creation
- Generating and customizing performance reports
- Assembling dashboards to visualize team metrics
- Exporting data and scheduling report deliveries
Change Management and Audit Trails
- Monitoring configuration changes and ticket history
- Reviewing audit logs and user activity reports
- Best practices for ensuring a secure and traceable environment
Integrations and Productivity Enhancements
- Connecting with CRM, Slack, and telephony systems
- Leveraging extensions and marketplace applications
- Utilizing the mobile app for field support
Conclusion and Future Directions
Requirements
- A foundational understanding of core customer support processes
- Prior exposure to ticketing systems or helpdesk applications
Target Audience
- Support managers and helpdesk administrators
- Customer service experts utilizing or overseeing Zoho Desk
- IT professionals responsible for deploying Zoho Desk within an organization
14 Hours
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
