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Duration 14 hours (2 days)
Course Outline
Introduction to Zoho Desk
- Summary of key features and advantages
- The platform’s role in customer support operations
- Navigating the user interface
Account Setup and Team Configuration
- Establishing departments, roles, and agent profiles
- Customising branding and the customer portal
- Configuring support channels (email, phone, social media, live chat)
Ticket Handling and Automation
- The ticket lifecycle: from creation to assignment and resolution
- Applying SLAs, workflows, and escalation rules
- Leveraging automation tools such as blueprints, macros, and custom functions
Knowledge Base and Self-Service Portals
- Authoring and managing help articles
- Designing an intuitive customer portal
- Enhancing self-service capabilities with AI-driven suggestions
Reporting and Dashboard Creation
- Generating and customising performance reports
- Building dashboards to monitor team effectiveness
- Exporting data and scheduling report delivery
Change Control and Traceability
- Monitoring configuration changes and ticket history
- Utilising 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
- Utilising extensions and marketplace applications
- Using the mobile app for on-the-field support
Summary and Next Steps
Requirements
- A foundational understanding of standard customer support processes
- Familiarity with ticketing systems or other helpdesk tools
Target Audience
- Support managers and helpdesk administrators
- Customer service professionals who are using or overseeing Zoho Desk
- IT personnel responsible for deploying Zoho Desk within an organisation
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
