Zoho Desk: Setup and Operations Training Course

Introduction to Zoho Desk

• Overview of features and benefits for government
• Role in customer support operations for government agencies
• Tour of the user interface for efficient navigation and use

Account Configuration and Team Setup

• Setting up departments, roles, and agents to align with organizational structure
• Branding and portal customization to reflect agency identity
• Channel configuration for email, phone, social media, and live chat support

Ticket Management and Automation

• Ticket lifecycle management: creation, assignment, and resolution processes
• Utilizing Service Level Agreements (SLAs), workflows, and escalation rules for government
• Leveraging automation tools such as blueprints, macros, and custom functions for efficiency

Knowledge Base and Self-Service Portals

• Creating and managing help articles to support public inquiries
• Designing a customer portal for user-friendly access to information
• Enhancing self-service capabilities through AI-driven suggestions

Reporting and Dashboards

• Creating and customizing reports to track performance metrics
• Building dashboards for monitoring team performance and service quality
• Exporting data and scheduling report delivery for regular updates

Change Control and Traceability

• Tracking configuration changes and ticket history to ensure accountability
• Using audit logs and user activity reports for transparency and compliance
• Best practices for maintaining a secure and traceable environment in government operations

Integrations and Productivity Tools

• Integrating with Customer Relationship Management (CRM) systems, Slack, and telephony solutions for seamless communication
• Utilizing extensions and marketplace apps to enhance functionality
• Mobile app usage for field support personnel to improve on-the-go service delivery

Summary and Next Steps