1. Robust ticketing system
Zoho Desk compiles tickets from email, social media, web forms, live chat, SMS, and cloud telephony in a single interface, ensuring no request falls through the cracks. You can extensively customize ticket forms, fields, and values, as well as sort by different criteria, like:
- Type of customer.
Zoho Desk also makes it easy to assign tickets to different teams and agents using automation rules, including Round Robin. To help stay on track, agents receive automatic notifications, like when a new ticket is assigned or task is added.
Zoho Desk doesn’t just streamline ticket organization and assignment, but also responses. Tickets automatically sync with your Knowledge Base, enabling agents to find answers to common questions. They can also use snippets to create, save, and insert commonly used phrases, like “Thanks for getting in touch!”
For additional context, agents can view interaction history and customer information—pulled from the CRM—alongside each ticket. Agents can also attach feedback widgets to their replies, so customers can rate the interaction.
Additionally, Zoho Desk’s ticketing system includes SLA workflows and supports multiple departments and brands, making it especially useful for enterprise organizations. The platform also includes:
- Agent Collision Detection to prevent multiple agents from working on the same ticket at the same time
- Built-in time tracking to help monitor response times or create invoices
Why we love Zoho Desk’s robust ticketing system
The ticketing system offers flexibility at every level, from large organizations customizing ticket fields across multiple brands, to individual agents creating and reusing snippets to improve their workflow.
2. AI-powered chatbot
The “Zia” chatbot adds another layer of advanced functionality with its contextual AI. Customers can chat with Zia from anywhere on your website or mobile app, and receive automatic recommendations for the most relevant articles in your Knowledge Base.
Zia’s real power, however, comes from its close integration with the Zoho Desk ticketing system. For starters, Zia automatically converts chats into tickets. Enabled by machine learning, it can detect customer sentiment and auto-tag tickets by key phrases. Beyond that, Zia automatically recommends ticket responses based on your Knowledge Base, which agents can then insert in a single click.
Zia is also equipped with its own dashboard, which collects valuable insights, forecasts trends, and identifies anomalies—like whether a particular issue caused an influx of tickets or irritated responses.
Why we love Zoho Desk’s AI-powered chatbot
Modern day customer service and support teams need to meet increasingly high expectations. Integrating AI in your operations gives you the ability to effectively capture and analyze the data behind complex customer interactions, so you can optimize at every stage. It also enables you to improve important support metrics such as time-to-response and time-to-resolve (MTTR).
3. Zoho Marketplace integration
There’s no shortage of opportunities to sync Zoho Desk with other tools in your tech stack. Zoho Marketplace is fully loaded with over 1,000 ready-to-use integrations, including popular solutions like Salesforce, Google Workspace and Office 360.
The vast supply of integrations spans several categories that are especially beneficial for customer service teams, like:
- Telephony & SMS: Twilio, Ring Central, Vonage, Viber, Aircall, and Amazon Connect
- Collaboration: Slack, Asana, Zoom, and Monday
- eCommerce: Amazon, Shopify, and BigCommerce
If you can’t find what you’re looking for, Zapier and Flow—Zoho’s own integration platform—can connect with tools beyond Zoho Marketplace. Zoho Creator even enables users to create and share their own low-code apps.
Why we love Zoho’s vast integrations
Technical glitches can spell disaster for customer service teams, so getting all your ducks in a row is imperative. Zoho Desk’s extensive integrations help ensure all your bases are covered and that your operations are seamless. Not to mention, these integrations make your team more effective by automating all of the repeatable motions your team goes through each day.
Back to you
Zoho Desk is a massive platform with several features. This is by no means a definitive list, but rather, what stood out most to our team. We hope this gives you a good starting point. However, the best way to see if Zoho Desk is right for your team is to actually explore the platform yourself. With TestBox, you can compare software side-by-side in one place, as well as access information on pricing, data security, and compliance. Get started for free!