Zoho aims help desk app at SMEs

Zoho has added to its growing list of web-based applications with the launch of the Zoho Support help desk tool.

Zoho Support comprises multiple modules to help users manage a range of tasks, such as support requests, customer information, knowledge bases and contracts.

A solutions module, for example, enables support staff to publish solutions to the most common problems for reference when the same problem occurs again.

A tasks module provides a simplified view of a support representative's duties, while reports and dashboards offer a view of the entire support organisation.

Zoho said that the web-based app also complements the firm's CRM and Chat applications. Thanks to deep integration between Zoho products, Zoho CRM information automatically populates Zoho Support when a sale closes and a prospect becomes a customer.

Raju Vegesna, Zoho evangelist, explained that Zoho Support is a natural extension of the firm's business application portfolio.

"Companies have been using Zoho CRM to help sell their products and services for years," he said.

"Now Zoho Support provides a way to support customers after the sale. Zoho Support further extends our broad suite of applications for small and medium businesses."