Multichannel customer service: tickets, SLAs and knowledge base. This free 31-page manual by Nuagix combines a user guide and an administrator guide for Zoho Desk, a deployment checklist and an English-French glossary of interface terms.
What's inside
The first chapters are for users; the following ones are for account administrators.
- 1. Introduction and access
- 2. Interface and navigation
- 3. Tickets
- 4. Communication channels
- 5. Views, filters and mass actions
- 6. Macros, templates and snippets
- 7. Knowledge base
- 8. Help center and community
- 9. Zia, the AI assistant
- 10. Customer satisfaction
- 11. Reports and dashboards
- 12. Mobile app
- 13. Best practices
- 14. Agents, roles and profiles
- 15. Organization, departments and business hours
- 16. Customization
- 17. Automation, SLAs and Blueprint
- 18. Help center and self-service
- 19. Integrations
- 20. Security and compliance
- 21. Editions and licenses
- 22. Deployment checklist
- A. English-French glossary
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Nuagix is a Quebec-based company founded in 2011 and a Zoho Premium Partner since 2019, with more than 350 implementations and more than 250 optimizations of existing clients. Nuagix received the Sales Achievement award at the Zoho Partner Awards 2024.
- Zoho Desk implementation and configuration tailored to your processes
- Optimization of an existing Zoho account and automations
- AI agents (Zia) and integrations
- Training for your users and administrators
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