Zoho Support

Zoho Support is an online, Web-based helpdesk software application. Just like other Zoho apps, Zoho Support provides an affordable solution for Businesses looking for helpdesk applications. Zoho Support starts with a free version which is ideal for a small business just looking for a solution to handle tickets for one product. There is no limit on the number of agents you can add and it comes with the knowledge base and community forum support as well. I have been using the free version of Zoho Support for one of my businesses for 2 years now. It is used as our internal Organization ticketing system. If your business expands or you need additional features like automation, multiple product support or third party integrations, you can always upgrade to paid versions. The most advanced version of Zoho Support comes with Zoho Chat and Cloud Telephony with IVR. The Live chat will allow you to place a live chat option on your website through which customers can chat directly with your agents. These chats will then be converted into tickets. Offline messages will also be converted to tickets which your support agents can answer. Zoho in collaboration with Twilio has developed Cloud telephony which will provide you with features of a PBX like Call routing, sequential & simultaneous ringing, IVR, call recording, voice messages and detailed reports. I haven't used this feature as we use Avaya IP Office. Using a mobile app, your agents can stay on top of their tickets even when they are not in their seats. All in all, Zoho does what the best helpdesk software does in the market and at an affordable price.

When you log in you are presented with a dashboard of open and closed tickets and average response time. The ART and the bar chart comparing closed and open tickets often take a time to refresh and gives an inaccurate picture most of the times. The mobile app does not support push notifications. You have to open the app to find out any new ticket assigned to you or if someone replied back.

Zoho Support is an ideal for any Organization. It's very easy to setup and the Free version comes with loads of features for running a simple helpdesk system. If you are using Zoho CRM then it will integrate right into it and along with other apps from Zoho. Live chat and Cloud Telephony are a bonus for Enterprises, most times you will have to invest in these software separately.