More than a shared inbox, but just as simple. Convert all your customer emails to ticket and manage them in a centralized email ticketing system. Now, multiple teams in an organization can much effectively collaborate email tickets and communicate contextually with your customers.
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Why need ZohoDesk
As simple as an email inbox is, it comes with its set of downfalls. It’s a clutter of emails from all your customers, leaving you scrambling to figure out which ones require your immediate attention. You can’t really measure progress, nor can you keep track of your previous interactions with the customer from a different channel. That’s why you need Zoho Desk— the industry’s favorite email ticketing system. It’s a solution that is just as simple and cost effective, and helps you be far more efficient.
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What is an email ticketing system?
An email ticketing system helps you convert customer emails to tickets, and compiles and organizes them in a single place so no customer complaint goes unnoticed.It helps you automate tasks, set up workflow and SLA rules, and monitor how many emails come in and how many responses go out.
What should you look for in an email support system?
A way to make sure all your tickets get the attention they require, on time.
Convert your emails to tickets
By setting up email forwarding rules, you can make sure that all customer emails get automatically converted into tickets in the help desk system. You can also auto-cc every response sent to your mailbox, so you always have a copy of the response handy.
Intuitive ticket sortings
Ticketing software helps support agents decide which tickets to solve first. Automatic ticket views like Work Modes in Zoho Desk help sort tickets based on time due, priority, ticket status, and more. With the complaints organized effectively, agents can respond to tickets faster and save a lot of time.
Immediate ticket assignment
Email managemnt software like Zoho Desk automate process to save time and ensure assigned to right agents, accurate responses. You choose exactly how the software assigns tickets, so everything is within your control.
Assignment based on criteria
For instance, you can set up a rule to assign tickets from social media only to the social media experts, so that customers get the best solutions in a short time.
Round Robin
The simplest form of automatic ticket assignment. It distributes tickets evenly to all your agents based on the limit that you set.
A way to make your agents send out faster, more accurate responses
Supplement your customer service efforts with powerful email ticketing solution . Here is how a email ticket systems is better than a email management software.
- Automatic suggestions
- Shortcuts to save time
- Get more context
- Easy collaboration
- Go Mobile
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Automatic suggestions
Your support agents receive common questions every day. Typing out those answers each time slows your team down. An email ticketing system like Zoho Desk pulls in relevant articles from your Knowledge Base and has an answer prepared even before your agents read the ticket—all they need to do is hit send. This ensures consistently faster and more accurate responses.
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Shortcuts to save time
With Zoho Desk, agents use templates and keyboard shortcuts to reduce the time spent typing out repetitive content. With simple clicks, they can respond to customers much faster, and reduce the manual effort required with each ticket.
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Get more context
No matter how many shortcuts they have, it's difficult to resolve a customer's issue without any context. This email-to-ticketing software gives agents all of the customers' previous interactions with the company in a single place, which helps agents understand exactly what the customers need and how to help them.
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Easy collaboration
Your support agents often depend on other teams to help customers with their issues. An email based ticketing system comes with collaborative features that allow your agents to communicate the issues with other teams right within the ticket through private comments and tagging. This also reduces miscommunication and repetition of information, as all interactions are brought together in one place.
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Go Mobile
Agents can provide customer service without being tied to the desk with Zoho Desk's contemporary mobile help desk app. They can view, reply, collaborate with other teams, and reassign tickets from the Zoho Desk mobile app.
A way to measure and monitor your customer service
It could be a daily overhead to sort through the day's pile of tickets and assign them manually based on your priorities and requirements. This can lead to bottlenecks, leaving tickets unassigned longer. A way to make sure all your tickets get the attention they require, on time.
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Quantifiable feedback
The customer service cycle does not end until your agents receive the customer's feedback. Without a ticketing system, it's difficult to quantify the levels of customer satisfaction. With Zoho Desk, agents can attach a feedback widget to their replies, enabling customers to rate their service. Managers can measure these ratings comprehensively, based on individual agents or on a broader level. This also helps agents understand which areas they're strong in and which areas they need to improve.
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Measure and monitor agent performance
Ticket load on your support team
Turnaround time and resolution rate of each agent
Average customer happiness levels
Zoho Desk also helps managers schedule reports to their inbox on a regular basis, so they can keep track of every function, review the data, and make the right decisions at the right time.
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Set up SLAs
With SLAs, you can specify the response and resolution time for a ticket based on criteria like priority, channel, time due, and customer type. Contracts ensure that you stick to the customer support plans that you've agreed to for the specified time.
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Rule with Workflows
Associate rules, tasks, and alerts with multiple conditions to ensure that work goes on smoothly. Managers can also define rules to automatically escalate a complaint that's past its due time, to get instant alerts, and also re-assign the ticket to a different agent.
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Pocket-sized data charts
Radar from Zoho Desk gives you a comprehensive view of critical metrics such as ticket resolution time, customer happiness, live traffic, and individual agent stats, on the go. This helps catch exceptions and anomalies well in time.
- Quantifiable feedback
- Measure and monitor
- Set up SLAs
- Rule with Workflows
- Pocket-sized data charts
A way to help your customers help themselves
Your customers want quick ways to ask questions, and even quicker ways to get answers. The best way to do this is to help your customers help themselves. By setting up a Help Center with a Knowledge Base, you can make help articles and FAQs easy for your customers to find, without waiting for an agent to reply.
When your customers can’t find answers from your list of articles, they can turn to fellow customers to discuss and resolve issues among themselves. These forums also serve as platforms for your company to post important announcements and interact with your customer base.
What if you end up not liking the email ticketing tool after you buy it?
There are a lot of options to choose from when it comes to email tickets management, and almost all of them come with a free trial period. If you run a small business, you might even find an free help desk software that might suit your needs. Evaluate them, compare them, choose the right pricing plan and software. It definitely is worth the effort.
Zoho Desk is the perfect solution for Email Tickets Management
Turn a new leaf with Zoho Desk.
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FAQs
Email Ticketing System from Zoho Desk? ›
For example, you can create an alias like sales@mycompany.zohodesk.com to create tickets from sales related emails in Zoho Desk. You can even create a separate department for the sales function and map it with the sales alias. This way, you can route tickets straight to your sales team.
How do I create a ticket in Zoho Desk email? ›For example, you can create an alias like sales@mycompany.zohodesk.com to create tickets from sales related emails in Zoho Desk. You can even create a separate department for the sales function and map it with the sales alias. This way, you can route tickets straight to your sales team.
Is Zoho a ticketing system? ›Easy and user-friendly features set Zoho Desk apart as one of the best online ticketing systems available. Take a 15-day free trial of the industry's leading ticketing system software!
Can I send an email from Zoho Desk? ›Zoho Desk isn't made to be an email client, but that shouldn't stop you from sending that occasional holiday greeting or a thank you note to your customers. The Send as email feature enables you to do just that, allowing you to reach out to your customers by sending outbound emails.
Can Zoho send automated emails? ›You can use Zoho Mail's Send Later option to set up schedules for your email and send it at a chosen time later. You can schedule an email to send it one time to your recipients or set up recurring emails to be sent at regular intervals.
Does Zoho Desk have a customer portal? ›With built-in reports and dashboards, Zoho Desk's client portal software lets you monitor clients' self-service behavior and engagement levels. You can create reports and dashboards with the exact parameters you need.
Does Office 365 have a ticketing system? ›Office 365 Ticketing System is a helpdesk ticketing management software that was launched by Microsoft to help enterprises effectively manage ticketing issues.
What is the difference between CRM and ticketing system? ›In all cases, It is vital to know the difference between the CRM and the ticketing system. In simple words, a ticketing system focuses on supporting users in resolving issues. On the other hand, a CRM stores customer information required to handle service requests or for business development.
Is Zendesk and Zoho the same? ›Zoho Desk comes at a better price, when compared to Zendesk, and it offers integration with other Zoho applications so you can keep your information in a single place. Their support is good and will guide you through many things.
Does Zoho have email integration? ›Zoho Mail's integration with Zoho CRM lets you manage your business leads while simultaneously viewing the email interactions, notes and tasks associated with them. It works in magical ways.
Is Zoho good for email? ›
Zoho Mail, a secure, business-oriented email service that includes collaboration and communication features. Helps to increase brand visibility and credibility with a custom email address using a company domain name. Add multiple domains, users, and alias addresses for a single user, all under the same organization.
Does Zoho email integrate with Outlook? ›To integrate your Outlook account with Zoho subscriptions: Go to Settings > Integrations > Other Apps. Next to Google, click Enable Integration > Outlook account. Click Connect.
How do I setup my Zoho email in Office 365? ›- In Zoho CRM, Go to Setup > Channels > Email > Email Configuration .
- In the Email Integration tab, from Popular Email Service , choose Outlook, Gmail or Office 365.
- Under Choose the protocol to configure , select IMAP or POP from the drop-down.
- Click Configure .
- Log into your Office 365 account.
- Click on the apps icon on the top-left corner and click on View all my apps.
- Click on the Store icon and search for Zoho Subscriptions in the search box.
- From the result, click on Zoho Subscriptions and click Add.
- Install an email marketing tool. To start, you'll need easy-to-use email automation software (like Omnisend).
- Build and segment an email list. ...
- Set up an automation trigger. ...
- Create email campaigns. ...
- Activate the automation.
Zoho CRM's automation tools help you automate routine tasks that are part of your typical workday. Let your CRM take care of your activities while you can focus more on making your workday productive and closing more deals.
How do I create a Customer Portal in Zoho Desk? ›- Hello Sidhant,
- Customer portal/Helpcenter will be created automatically when you signup for Zoho Desk. ...
- If you are looking to create more than one help centre, kindly follow the steps.
- - Create a help centre under set up > channel > Helpcenter > New Helpcenter using the mapped custom domain.
- Hope this helps.
Usually, all emails sent from Zoho CRM are tracked. Sometimes, when this is not the case, the number of emails under "Tracked" tells you how many out of the Total Sent mails are actually being tracked.
How do I set up Zoho Customer Portal? ›- Go to the Customers module from the left sidebar.
- Select a customer.
- Click the More dropdown and select Configure Customer Portal.
- Select the contact persons for whom you want to enable the Customer Portal.
- Click Save.
Outlook Helpdesk add-in is designed to collect tickets from emails, track and resolve issues within stipulated time, while sharing this information with your entire team. In particular, it automatically processes incoming requests, assign technicians, set due date and send automated notifications.
Can SharePoint be used as a ticketing system? ›
Helpdesk 365 – Sharepoint ticketing system is a Microsoft ticketing system that is simple and customizable. This trouble ticket system ensures org to handle every issue within a set time frame. Assign every ticket to a specific team and have no confusion about which team should be working on it.
Can you use Microsoft Teams as a ticketing system? ›The advantage of using a ticketing system in Microsoft teams is that an organization or business entity can direct tickets to specific users or groups. This means that a customer is assured of getting their issue resolved and inquiry responded to.
What is the best customer service ticketing system? ›- Tidio. Tidio is an all-in-one customer service platform for small and growing businesses. ...
- Zendesk Ticketing System. ...
- HubSpot Ticketing System. ...
- Zoho Desk. ...
- Mojo IT Helpdesk. ...
- Freshdesk. ...
- HappyFox Help Desk Ticketing System. ...
- osTicket Free Ticketing System.
| Ticketing software | Starting price | Free trial |
|---|---|---|
| Zendesk | $49 per agent/month | 14 days |
| Zoho Desk | $20 per agent/month | 15 days |
| Freshdesk | $0 (up to 10 agents) | 21 days |
| HappyFox | $39 per agent/month | 14 days |
What Is Jira? Jira is a ticketing system developed by Atlassian that you can use to manage any type of task management workflow. Jira is used by agile teams for project management and by IT help desks and support teams as a ticketing system.
Who is the competitor of Zoho? ›Zendesk. ZenDesk Explore is a powerful analytics tool that allows users to gain insights into their customer support and service operations. The platform offers a user-friendly interface that allows users to easily create and customize reports, dashboards, and visualizations to analyze their data.
Is Zoho a competitor of Salesforce? ›With their plans generally being substantially cheaper than Salesforce, Zoho CRM is a great choice for small businesses that are looking for an affordable all-in-one solution.
What is Zoho alternatives? ›- Salesforce.
- HubSpot.
- SugarCRM.
- Microsoft.
- Oracle.
- Sage.
- SAP.
- CRMNEXT.
You can send mass emails based on the subscribed CRM Edition. Standard Edition – 250 per day. Professional Edition – 500 per day. Enterprise Edition – 1000 per day.
How many emails can you have on Zoho? ›To add email aliases, log in to mailadmin.zoho.com, go to Users and select the respective user. Navigate to Mail Settings tab, select Email Alias and click Add. Each user can have up to a maximum of 30 email addresses (29 alias addresses and one primary mailbox address).
How many emails can I have with Zoho Mail? ›
Does your organization need domain aliases, or do you need to send emails using multiple addresses? With email aliases, you can assign more than one email address to a single account. Zoho Mail lets you create up to 30 aliases, so you can pick the right email address for any situation at ease.
How do I submit Tickets to Zoho Desk? ›Click the Tickets tab at the top of the page. Click the Add icon ( ) in the upper right corner. On the Add Tickets page, enter the name and email of the contact and update the values for the other fields. Click Submit.
How do I assign a ticket in Zoho? ›- Click on the ( ) icon in the top band (menu bar).
- Under Extensions, click Ticket Assignment in the drop-down menu. ...
- Select the tickets you'd like to assign/reassign and then click Assign To. ...
- Select an agent who is online or a team from the drop menu.
- Click Assign.
- Go to Setup > Developer Space > Functions > + Create New Function.
- Select Automation as Function type and click Next.
- Provide a name for the function. ...
- Copy the code given below.
- Click Edit Arguments.
- Enter the name as dealId and select the type as Int.
- Click Save&Execute Script.
- Click Save.