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help desk Archive
As CloudContacts grows, I’ve been spending bits of time researching online helpdesk solutions. I’ve also had several discussions with a friend who is also looking for the same solution for his customer service and support inquiries. One of the first items for discussion is whether we want a locally-installed service or a cloud-based service.
Zoho has announced the release of their cloud-based help desk solution, Zoho Support. I’ve been a fan of Zoho products from the beginning (even if they don’t include CN on their blogroll). Zoho evangelist Raju Vegesna was one of my first interviews after I launched CN in late 2006.
Zoho Support is setup much like other help desk software providers. The system can be used when customers call in via the phone, email or web form. The Zoho Support service offers several feature categories: ticketing, reporting, tasks and an account manager for handling each customer and their SLAs). The reporting element of any help desk software might be the most important – the ability to group, categorize and monitor the types of support tickets is critical for any business. I think of the reporting section as the business improvement section.