Customer support management:

Zoho CRM provides the Customer Support & Service management (Help Desk) features such as Cases (Trouble tickets), Solutions (Knowledge Base), Case Assignment & Escalation through Workflow rules, and easy to deploy Web-to-Case forms for capturing customer-specific cases through Web sites. In addition, you can also synchronize customer-specific email messages as Cases from Microsoft Outlook mail client to Cases module in Zoho CRM.
Cases and Solutions functionality can be used to streamline organization-wide Customer Support process and enable a better integration between Sales & Customer Support processes in a single system. Integration between Sales and Post-sales support management helps organizations in resolving the customer-reported cases in less time thereby enhancing the customer satisfaction, cross-selling and up-selling opportunities in future.
Track all the customer-reported cases end-to-end as per organization's customer support process Generate cases through email, phone or web site using. In addition, you can also add customer-specific email as a case from the Microsoft Outlook mail client Automate the case routing process using the case assignment rules so that all the cases are assigned to the right support agents in your organization Set up case escalation process using the Workflow rules for a better case resolution and enhance the customer satisfaction. Customize the Cases module as per your organization-wide customer support process, which includes adding more custom fields, modifying page layout through drag & drop customization, and changing the order of 360 degree views (related list views) Customize the case-specific reports and dashboards.

Manage product-wise solutions (knowledge Base articles) in an easily accessible centralized location for a better case resolution in the least possible time with less effort Periodically update the solutions based on customer suggestions & feedback Customize the solutions module to suite your organization-wide knowledge base requirements which includes adding custom fields, modifying page layout through drag & drop customization and changing the order of 360 degree views ((related list views)