Omnichannel systems consolidate all notifications and chats into one central location. This means that social media profiles, for instance, can be integrated and directed to a single space where employees can address all customer inquiries.

Help centers and FAQs are rich sources of information containing a vast array of articles that cater to frequently asked questions. By directing users to consult this section before reaching out to support, it can help to reduce the workload of your support team.

When a ticket is submitted, Zoho Desk's auto-assignment feature can sort it based on which department it falls under. This helps ensure that the ticket is assigned to the appropriate team member and gets resolved as quickly as possible.

Email alerts are sent to your employees every time a ticket comes in through email, allowing them to quickly address the customer's problem and resolve the issue keeping them in the loop about every customer issue that may come through the support system.

Zoho Desk's integration with social media allows for real-time tracking of customer interactions, requests, and engagement, and enables the collection of valuable feedback from customers on ways to improve your service through direct messages.

LiveChat features can automatically convert customer queries into help tickets for easy handling by employees, all in one place. These widgets are an essential feature for any website especially for a smoother support experience to help improve customer satisfaction.

By using ASAP, a unique Zoho embed, your team can create a customised and tailored help desks to answer user's most commonly asked questions about your services or products using questions from their support systems or knowledge bases.

Creating a forum enables regular users to interact and assist each other with problems, reducing the need for your team's involvement so they can focus on other tasks. This allows users to collaborate to find the answers that they need and assist in solving problems.

A knowledge base stores common FAQs with answers. Zia can utilise it for fast and simple solutions, reducing the workload for employees. These questions can then be used to structure a help center or a self-service section of your website to assist users.

Work modes offer a versatile way of organising support tickets based on specific criteria that are most relevant to your team. Whether you want to sort tickets by priority, status, or any other custom field, work modes make it easy to filter and find the most pressing issues.

The response editor in Zoho Desk is a powerful tool that allows your team to create customised and detailed responses to FAQs. With this feature, you can ensure that your customers receive accurate and helpful answers in a timely manner to increase satisfaction.

Team feeds are a valuable tool for promoting collaboration and knowledge sharing among your customer support team. With team feeds, employees can easily communicate with each other and share insights on how to handle complex tickets. 

Zoho Desk offers a mobile app that enables you to stay updated with ticket progress, even when you're away from your computer. With this app, you can easily access ticket updates and view their status, allowing you to track their progress and take appropriate actions.

By integrating Zoho CRM into Desk, your department gains the ability to easily collaborate with other departments, thus making communication within the company a lot more streamlined and lead collection even more versatile than it was before.

Zoho Desk provides an easy way to simplify tasks for your team. One such task is accessing a user's past tickets to provide more personalised support. By having access to the user's previous tickets, your team can identify if the issue is related to a previous problem.