• Zoho Support Features
• Ticket Management
• Knowledge Base
• Customer Support Portal
• Contracts & SLAs
• Accounts & Contacts
• Reports & Dashboards
• Alerts & Notifications
• Products Catalog
• Security
• Workflow
• Customization

Customization in Zoho Support provides you an endless option to modernize your product as per your requisite. You can change the product effortlessly without the need to create complex programs or scripts. There is no requirement for any training to configure Zoho support. Customization plays a major role in creating the comport zone while working with the product. This is because not all the support centers require the same setup and configuration and as per the product handled, the needs defer.

Key Features

• Rename Tab
• Role
• Department
• Workflow Rules
• Email Template
• Web Forms
• Business Hour
• Help Holders

1. 

   Rename Tabs

   Rename and reorganize the working tabs. For e.g. You may require to change the name of Solutions Tab to Knowledgebase. Also, you can customize the search criteria for all the modules. You can choose upto six criteria for each search layout.

2. 

   Roles

   Create various roles such as Manager, team leader as per your organization with respective profiles for field level access. In Zoho Support, the roles are displayed as per the hierarchy.

3. 

   Departments

   Create Departments that relates to the various business units in your organization. The departments can have their requests, knowledgebase, accounts and other support related database specific to their domains.

4. 

   Workflow Rule

   Create workflow rules that automate the process when specific conditions are met. With workflow rule, you can create alerts, tasks, and assign values to the request when the set criteria are fulfilled.

5. 

   Email Templates

   Customize the predefined email templates that can be sent to users when alerts are set. Avoid the time spent to create the alert message every time you need to set one.

6. 

   Web Forms

   Create web to request forms and embed in your website for customers to submit the request. Eliminate the need for customers to contact the support center every time they have an issue.

7. 

   Business Hours

   Define the working hours for your organization and mark holidays which is for SLA compliance. Create various support plans and SLAs with escalation rules to keep up the response time.

8. 

   Help Folders

   Create various help folders and add the related support articles into the respective folders. Set permission for the customers to view the help folders in their customer support portal.

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Benefits

• No training is required as complexity is avoided in the customization.
• Flexible to do any changes with a single click access.
• Quick customization as no programming knowledge is required.