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Zoho launches SaaS Helpdesk, pushes its SaaS marketplace
June 16, 2010 | Author: Sandeep Sharma
As we know, Zoho (before it became the SaaS-giant) has developed ManageEngine ServiceDesk, which is still one of its main revenue sources. Therefore, the lack of Service Desk tool in Zoho's SaaS suite was pretty strange. Today, Zoho decided to fix this issue and kill two birds with one stone. Two years ago Zoho launched Zoho Creator Marketplace that allows to build online apps in visual designer (in Zoho Creator) and sell them to Zoho users. So, now to draw attention to this marketplace, Zoho launched Zoho Creator Helpdesk - the helpdesk system for small business, created in Zoho Creator.
The new service allows you to manage client requests (tickets), assign owners, store solutions in knowledge base, track of IT resources and create reports showing the support effectiveness. For each ticket you can add files and comments. Tickets can be created via email or via web-form. However, to submit a ticket via web form, the customer must have Zoho-account (or Google-account). By the way, Zoho Creator Helpdesk is integrated with Google Apps and can be installed from the Google Apps Marketplace. Then you can import all employees from Google Apps account, so that they can use the helpdesk.
And the major advantage of this helpdesk is customization. It's created in Zoho Creator, and may be customized there to fit the individual requirements. You can add fields, edit scripts and change the appearance.
Zoho Creator Helpdesk is free for 2 users (support technicials). Version for 3 users costs $15/month. Given that such system can be created easily in Zoho Creator, Zoho shows an example of how third-party developers can easily build own SaaS apps and sell them.
The new service allows you to manage client requests (tickets), assign owners, store solutions in knowledge base, track of IT resources and create reports showing the support effectiveness. For each ticket you can add files and comments. Tickets can be created via email or via web-form. However, to submit a ticket via web form, the customer must have Zoho-account (or Google-account). By the way, Zoho Creator Helpdesk is integrated with Google Apps and can be installed from the Google Apps Marketplace. Then you can import all employees from Google Apps account, so that they can use the helpdesk.
And the major advantage of this helpdesk is customization. It's created in Zoho Creator, and may be customized there to fit the individual requirements. You can add fields, edit scripts and change the appearance.
Zoho Creator Helpdesk is free for 2 users (support technicials). Version for 3 users costs $15/month. Given that such system can be created easily in Zoho Creator, Zoho shows an example of how third-party developers can easily build own SaaS apps and sell them.
See also: Top 10 Helpdesk software
