Help Desk Software - Web based Help Desk Software for Customer Support

Provide an outstanding customer support experience with Zoho Support. Prioritize, manage and close an ever-increasing volume of requests that reach your organization. With Zoho Support online help desk software, you can build and publish support knowledge bases, analyze and improve the performance of your customer support team, provide customer portals and more. Zoho Support is a flexible, web-based help desk software that allows you to provide the best customer support experience - ever.

Prioritize, Manage & Close Your Customer Support Tickets

Multiple Products. Various Inbound Channels. Many Customer Support Agents. Not a single ticket dropped. Work and close customer support tickets based on the set priority - track every single one of them to completion.
Contracts, SLAs & Escalations

Zoho Support will help you make sure you are complying with your Contracts & SLAs , and setup appropriate escalations before the time runs out
Measure What Matters. Improve What Matters

There are so many parameters you can measure - but you need to focus on what really matters. Average Resolution time? Tickets closed per agent per day? Tickets per product? You can measure and track what matters for your business.
Customize for Outstanding Look and Feel

Adapt Zoho Support to suit your needs - custom fields, notifications, mail templates, define your own SLAs and workflows that suit your business. You can even integrate Zoho Support with other systems with our advanced API.
Work Smart, Not Hard

With options to define your SLA's, priorities and other variables, plus queue management and filtering options, you can keep your customer support agents always focused on the most important tickets. In addition, the advanced workflow feature allows you to automate assignments, alerts, e-mails and even create tasks.
Help Customers even before they contact your Reps

Take the most common -or obscure!- questions and turn them into support articles that you can publish for your customers to refer. So you aid to them help themselves - before they hit your customer support queue. Of course, the to your customer support agents. public knowledge base, plus an internal-only version, is also available to your customer support agents.

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Safe & Secure

Our servers are housed in the most secure data centers. We use the 256 bit SSL encryption, state of the art infrastructure and software security to ensure the safety of your data. Your data is regularly backed up and replicated across secure locations. more details.
Remain In Control Of Your Data
Extract Zoho Support data in XML or JSON format and develop new applications or integrate with third-party business applications. As the API is independent of programming languages, you can develop applications in any language too!
Customize Your Zoho Support

Customization of Zoho Support grants you loads of option to modernize your product as per your requisite. You can change the product effortlessly without the need to create complex programs or scripts. You don't have to be trained to configure Zoho Support.
Feature Rich

Find all features you are looking for - right from customer request tracking, maintaining knowledge base, workflow rules, support plans and much more.
Access Anywhere, Anytime

Grant complete control to customers to create and track their own Requests or Trouble Tickets through web portals. Allow them to view specific help related files that reduce the burden of your workload.

" A very intuitive help desk application that has allowed our Technical Support Representatives to answer and react to our customers in a timely manner." - Adam Shapiro, ThinkFlood

What is Help Desk Software?

Help Desk Software is for streamlining, quantifying and ensuring that the deluge of help desk queries coming in through various sources such as phone, email, web forms, etc are properly and efficiently addressed. To put it in Help Desk Software language, it helps in managing the tickets, maintaining online database of Solutions (Knowledgebase or KBase), Contacts, Products and Contracts.

Significance of Help Desk Software in Ticket Management

A product company handling their own after sales activities uses traditional spreadsheets or e-mail system to record their help desk queries and answers. This manner of working may cause more than one agent working on the same e-mail ticket. Moreover, it becomes difficult to assign, track and make someone accountable for the help desk tickets. To further, add up to the mess, help desk agents fervently search for relevant answers from the pile of documents or from sent e-mails, every time the customer contacts the help desk. This obviously increases the response time adding to the users frustration.

However, with Help Desk Software, ticket management, resolution of the tickets, creation and maintenance of the knowledgebase are much easier and automated. Zoho Support Web based Help Desk Software facilitates a much happier customer interaction experience.

Benefits of using a Help Desk Software:

Automates your help desk activities like ticket assignment, task- and alerts setup.
Aggregates and segregates tickets from various sources into your request module.
With Knowledgebase, easily resolve customer queries by standardizing the support queries and answers.
Setup business plans, contracts, SLAs and easily track the response to customers within the resolution time.
Have a hassle-free maintenance of the entire account and contact details online.
Clearly identify the factors affecting the performance of your organization such as agents with less productivity and rectify with the inbuilt reports and Dashboards.

Who can use Zoho Support?

With Zoho Support, the entire help desk management process is made systematic, streamlined and quantifiable. The following describe the key areas/features of Zoho Support Web based Help Desk Software:-

Help Desk Manager (Admin):

Zoho Support provides an instant status of the pending requests, tasks to be completed and the average response times. Customize Zoho Support Help Desk Software as per your help desk requirement with the intricate setup process. Run various inbuilt reports and dashboard and rectify your help desk process blocks such as low performing agents.

Support Agents:

Support Agents are people who work on the Help Desk Software and work toward resolving the customer issues. They are the first line of support for an organization. The help desk agents, using Zoho Support, can work on their assigned tickets; keep track of their upcoming tasks and their average response times to improve their overall performance.

Customers:

Customers can benefit from Zoho Support by accessing their customer portals available online. Customers can create requests, track status and search answers to their help desk queries in the online knowledge base. This way, customers can save time in contacting the help desk and can easily resolve their queries.

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Great Customer Support Starts Here

Prioritize, Manage & Close Your Customer Support Tickets

Contracts, SLAs & Escalations

Measure What Matters. Improve What Matters

Customize for Outstanding Look and Feel

Work Smart, Not Hard

Help Customers even before they contact your Reps