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Duration 14 hours
Course Outline
Introduction to Zoho Desk
- Overview of key features and advantages
- The role of Zoho Desk in customer support operations
- Guided tour of the user interface
Account Configuration and Team Setup
- Establishing departments, roles, and agent profiles
- Branding adjustments and portal personalisation
- Channel setup (email, phone, social media, live chat)
Ticket Management and Automation
- Ticket lifecycle: generation, allocation, and resolution
- Utilising SLAs, workflows, and escalation protocols
- Automation utilities: blueprints, macros, and custom functions
Knowledge Base and Self-Service Portals
- Creation and management of help articles
- Designing an effective customer portal
- Improving self-service via AI-driven suggestions
Reporting and Dashboards
- Generation and customisation of reports
- Constructing dashboards to monitor team performance
- Data export and scheduled report distribution
Change Control and Traceability
- Monitoring configuration changes and ticket history
- Leveraging audit logs and user activity reports
- Best practices for maintaining a secure and traceable environment
Integrations and Productivity Tools
- Integration with CRM, Slack, and telephony systems
- Utilising extensions and marketplace applications
- Using the mobile app for field support
Conclusion and Recommended Next Steps
Requirements
- A fundamental grasp of basic customer support processes
- Familiarity with ticketing systems or helpdesk tools
Target Audience
- Support managers and helpdesk administrators
- Customer service specialists who utilise or oversee Zoho Desk
- IT personnel responsible for deploying Zoho Desk within an organisation
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customised Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from £3200 + VAT*
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Testimonials (1)
Applicable topics and he spoke clearly and concisely.
