Zoho Support

Great Customer Support Starts Here

Provide an outstanding customer support experience with Zoho Support. Prioritize, manage and close an ever-increasing volume of requests that reach your organization.

With Zoho Support online help desk software, you can build and publish support knowledge bases, analyze and improve the performance of your customer support team, provide customer portals and more. Zoho Support is a flexible, web-based help desk software that allows you to provide the best customer support experience - ever.

Features

Zoho is constantly adding new features to the applications and bellow you can find some of the key features of Zoho Support :

Ticket Management	Zoho Support allows you to manage an ever-increasing volume of support requests easily. You can customize your support-request page and fields according to your requirements to manage your support requests effectively.
Knowledge Base	The knowledge-base feature allows you to create a repository of articles related to customer support. With a powerful and fast search option, you can start supporting your customers even before they contact you. You can classify each support article as public, allowing all your customers to view the article, or as private, allowing only support agents to view it.
Contracts and SLAs	Zoho Support enables you to manage the time for various contracts and SLAs effectively. It takes into account the operational hours in your company and the customer support plans you've agreed to to calculate the time required to meet the support plans. When a new request is created, it takes the details of the request to set an appropriate deadline to provide a resolution. If you do not meet the deadline, Zoho Support automatically escalates the ticket. It also sends you a notification when it is time to renew a customer's support contract.
Accounts and Contacts	Using Zoho Support, you can save and maintaing all your accounts and contacts online. This allows you to refer to this information at anytime and from anywhere. With custom fields and screens, you can easily customize Zoho Support to address the requirements of your organization.
Reports and Dashboards	Zoho Support's standard and customized reports enable you to improve your performance and make better, informed decisions. This allows you to focus on what really matters while keeping the executive management informed using dashboards and graphs that will highlight the improvement in the customer-support team's performance.
Alerts and Notifications	Using Zoho Support you can set alerts to remind yourself about special requests and tasks, using e-mail or pop-up windows on the browser.
Product Catalog	Tracking and managing your product catalog has become easier because it is online. You can keep details such as names, categories, prices and warranty periods handy, so that it is easy for you to access this information during a customer call.
Security	With Zoho Support you can control access to information easily. You can define profiles, roles, data-sharing rights, groups and even field-level security to ensure that your customer's information and other proprietary information is protected.
Customer Support Portal	You can also decrease the workload of your support center, by using Zoho Support, as incoming requests reduce when issues that customers have are resolved through a customer portal instead of them having to contact a support center.
Workflow	You will be able to run everything and automatically by using the workflow rules that enable automatic assignment of requests, sending notifications and modifying information depending on a wide range of criteria.
Customization	Customization in Zoho Support provides you with various options to customize the product according to your requirements. You can make changes to the product effortlessly without creating complex programs or scripts. You do not require any training to configure Zoho Support.
Domain Mapping	You can re-brand and offer support from your own domain using the Domain Mapping feature in Zoho Support.
SMS Notifications and Alerts	With Zoho Support, you can keep your support representatives and customers informed about requests by sending request updates using SMS. They can be notified about all the aspects of a request from the creation of the request to the closing of it. You can also notify support representatives when a new task is assigned to them.

Details & Pricing

Zoho Support is offered in several editions to match customers specific needs :

	Enterprise Edition	Professional Edition
Pricing	Request Quote !	Request Quote !
Monthly cost (a)	$25 / agent	$12 / agent
Request Management
Email Response Management
Product Based Request Tracking
Task Assignment
Time Tracking
Email Address for request tracking	Unlimited	10
Account & Contact Management
Knowledge Base / Solutions
Solutions Management
Knowledge Base for Customers
No. of Solution Folders	Unlimited	Unlimited
Reports & Dashboards
Canned & Custom Reports
Standard & Custom Dashboards
Export Reports to XLS, CSV or PDF formats
Scheduling of Reports
Customer Self Service Portal
Configure Customer Portal Home Page
Web-To-Request Forms
No. of Web to Request Forms	20	10
Multiple Department Support
No. of Departments	Unlimited	10
Help Desk Workflow Automation
Workflow Rules	20 / Department / Module	5 / Department / Module
Workflow Notifications & Tasks
Workflow Value Assignment
Service Level Agreement (SLA)
No. of SLAs	10 / Department	5 / Department
Multi Level Escalations
Business Hour-based SLA
Timezone-based SLA
Security Administration
Profiles	30	15
Roles	250	5
Field-level Access Control
Data Sharing Rules		-
Group your Users		-
Help Desk Customization
Customize your Tabs
All your Own Fields
Configure Templates for Email Reply
Configure Customer Portal Home Page
Set Your Time Zone
Define Request Templates		-
Integration with Zoho CRM
Domain Mapping
Contract Management
Support Plans		-
Contract SLAs		-
Time Period-based Contracts		-
Multi-level Contract Escalations		-

TopSolutions Services

As a Zoho Alliance Partner, TopSolutions can assure a smooth adoption of Zoho Support by providing the following services at a competitive pricing :

Zoho Support setup and configuration Remote managed services for Zoho Support administration Training Data migration Support and help desk services Integrations and specifics developments

Choose us as your Zoho Support partner wherever you are (Albania, Andorra, Angola, Armenia, Belarus, Belgique (Belgium), Bosnia and Herzegovina, Brazil, Bulgaria, Croatia, Czech Republic, Danmark, Deutschland (Germany), España (Spain), Estonia, Finland, France, Georgia, Greece, Green Cape Islands, Hungary, Ireland, Island, Italia (Italy), Latvia, Lithuania, Malta, Moldova, Mónaco, Mozambique, Nederland (Netherlands), Norge (Norway), Polska (Poland), Portugal, Romania, Russia, São Tomé e Princípe, Serbia, Slovakia, Slovenia, Suisse (Switzerland), Sverige (Sweden), Turkey, Ukraine, United Kingdom, …) and benefit from the experience of the cloud business solutions leader.