Zoho Desk: Setup and Operations

• An understanding of basic customer support processes
• Experience with ticketing systems or helpdesk tools

Audience

• Support managers and helpdesk administrators
• Customer service professionals using or managing Zoho Desk
• IT staff implementing Zoho Desk in an organization

Zoho Desk is a cloud-based helpdesk platform designed to streamline customer service operations through automation, omnichannel support, ticket tracking, and performance analytics.

This instructor-led, live training (online or onsite) is aimed at beginner-level to intermediate-level users who wish to effectively configure, manage, and optimize Zoho Desk to support customer service workflows.

By the end of this training, participants will be able to:

• Configure and customize the Zoho Desk environment for their team.
• Manage tickets, SLAs, and workflows across multiple support channels.
• Create insightful reports and dashboards to track service performance.
• Implement best practices for automation, change control, and collaboration.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Introduction to Zoho Desk

• Overview of features and benefits
• Role in customer support operations
• Tour of the user interface

Account Configuration and Team Setup

• Setting up departments, roles, and agents
• Branding and portal customization
• Channel configuration (email, phone, social, live chat)

Ticket Management and Automation

• Ticket lifecycle: creation, assignment, and resolution
• Using SLAs, workflows, and escalation rules
• Automation tools: blueprints, macros, and custom functions

Knowledge Base and Self-Service Portals

• Creating and managing help articles
• Designing a customer portal
• Enhancing self-service through AI suggestions

Reporting and Dashboards

• Creating and customizing reports
• Building dashboards for team performance
• Exporting data and scheduled report delivery

Change Control and Traceability

• Tracking configuration and ticket history
• Using audit logs and user activity reports
• Best practices for maintaining a secure and traceable environment

Integrations and Productivity Tools

• Integrating with CRM, Slack, and telephony
• Using extensions and marketplace apps
• Mobile app usage for field support

Summary and Next Steps