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Zoho launched Helpdesk-service Zoho Support
November 11, 2010 | Author: Sandeep Sharma
Zoho has finally added a Helpdesk service to its SaaS suite. We say finally, because the helpdesk sphere - is primary for Zoho. After all, this company has earned its major money thanks to ManageEngine ServiceDesk. And the new service Zoho Support probably will be also successful. For now it's perhaps the most feauture-rich SaaS Helpdesk on the market. It includes ticket system, knowledge base, customer portal, e-mail integration, contacts/companies base (integrated with Zoho CRM), product and SLA catalogs, workflow-engine (for ticket-processing automation), dashboard, alerts (via email and sms), analytical reports, access control system, powerful customization options. And all this (as usual for Zoho) - for low price or free of charge.
The free version provides basic functionality for ticket and contact management and is limited to 25 requests per day. It's quite enough for small business. Pro-version costs $12/month per user (support specialist).
Tickets can be created automatically from submitted web-form (on the customer portal), or from the email-message, or entered manually if client calls by phone. You can set rules for the automated ticket distribution among support specialists depending on their load and SLA-contract conditions. Each ticket has comments where you can discuss it with co-workers. There's even a built-in time tracker for those cases where a company charges for support.
For customers Zoho Support offers a convenient customer portal where they can access the knowledge base and may solve their problems without contacting support. And if customer submitted request, he can monitor its status in a private account.
The free version provides basic functionality for ticket and contact management and is limited to 25 requests per day. It's quite enough for small business. Pro-version costs $12/month per user (support specialist).
Tickets can be created automatically from submitted web-form (on the customer portal), or from the email-message, or entered manually if client calls by phone. You can set rules for the automated ticket distribution among support specialists depending on their load and SLA-contract conditions. Each ticket has comments where you can discuss it with co-workers. There's even a built-in time tracker for those cases where a company charges for support.
For customers Zoho Support offers a convenient customer portal where they can access the knowledge base and may solve their problems without contacting support. And if customer submitted request, he can monitor its status in a private account.
See also: Top 10 Helpdesk software
