Zoho Announces Web Desk Help Application Zoho Support

By Nathan Eddy

Online productivity and collaboration application developer Zoho announced the availability of Zoho Support, its Web-based help desk application. Zoho Support helps companies provide support to their customers by integrating complementary services such as Zoho CRM and Zoho Chat and includes multiple modules to manage support requests, customer information, knowledge bases and contracts.

For enterprises and large support organizations, Zoho Support offers paid plans starting at $12 per month per agent. Zoho Support also offers unlimited user plans for smaller companies that process up to 200 tickets per day. In addition, Zoho Support offers a free plan.

Features include a requests tab, which helps technicians prioritize the support requests coming in from customers. There are multiple ways support requests are created—through manual entry or e-mail accounts, from Websites or through self-service portals. There are also multiple ways in which a support request can be viewed using this tab. For example, a support manager can view requests by those that are unread, overdue or need to be addressed immediately. The requests module also helps organizations triage these support requests so they can be routed to the appropriate team for resolution.

Accounts and contacts provide a view into the support operation from a customer perspective, and organizations can define, track and enforce specific SLAs (service level agreements) they may have agreed to with their customers. Reports and dashboards provide a quick view into what a support organization is doing, while the task module provides a simplified view into what a support rep needs to do—either external activities (for example, responding to a customer with a particular solution or diagnosis) or an internal one (for example, research or trying a new approach).

"Zoho Support is a natural extension of our business application portfolio," said Raju Vegesna, Zoho evangelist. "Companies have been using Zoho CRM to help sell their products and services for years. Now, Zoho Support provides a way for them to support their customers after the sale. Zoho Support further extends our broad suite of applications for small and medium businesses."

In addition, the solutions module allows support reps to create and publish (either internally or externally) solutions to the most common customer problems. When a solution is published externally, it is automatically available in the customer portal so that customers are able to find it. Adam Shapiro, vice president of operations and co-founder of ThinkFlood, said Zoho Support is "a very intuitive application that has allowed our technical support representatives to answer and react to our customers in a timely manner."

This article was originally published on 2010-11-11