Support Ticketing Archives - The Workflow Academy

Course Content

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Introducing Zoho Desk

Question 1: What is Your Customer Request/Inquiry Volume?

Question 2: Where Do Your Support Requests Come From?

Question 3: Do You Receive the Same Questions Over and Over?

A Recap of What Desk Offers

Quick Tips if You’re Switching from Freshdesk or Zendesk

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Set up a Support Email

Sending Emails FROM the Support Email

SPF and DKIM Certification

A Form Submission on Your Site

Live Chat on Your Site

Ticket Creation Through Social Media

Create Tickets Using Other Zoho Apps and Triggers

Import Tickets to Zoho Desk

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Add Users to Desk

What are Departments and Teams?

Manual Ticket Assignment and Ticket Statuses

Collaborating on Tickets

Create Custom Views in Zoho Desk

Module Customization

Set up the CRM-Desk Integration

Set Up Your First Assignment Rule

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Notification Rules

Supervision Rules

Savings Your Reps Time with Zoho Desk Blueprints

Building Our First Zoho Desk Blueprint

Testing and Implementing Our Zoho Desk Blueprint

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What is a Customer Portal?

Is a Customer Portal overkill for you?

Is a Customer Portal NOT ENOUGH for you?

Customer Portal setup

Robust Zoho Customer Portals by ZPortals