From inbox to tickets
A help desk converts each customer email or message into a ticket with an owner and a status. Nothing gets lost, and customers get faster answers.
Basics worth setting up first
A shared support email address, a few canned replies for common questions, and a short knowledge base. These three things resolve most repeated questions.
Measuring support
Track how long customers wait for a first reply and how long issues take to resolve. Small improvements in these two numbers are noticed by customers.
Questions to ask before you choose
- How many agents will use it?
- Which channels do you need (email, chat, social)?
- Does it include a knowledge base?
- Does it link to your CRM?
Where to learn more. Our related product to review is Zoho Desk. Check the provider’s website for current features and pricing. Visit Zoho Desk (affiliate link, see disclosure).