Ideas to put to work
Faster answers for clients, and a clear view of why they get in touch.
Replies from help articles
Sofia reads the ticket conversation, finds the matching help article, and replies with your approval.
Ticket drivers by account
Sofia reads a month of tickets by account and department and builds an Excel report of what drives contact.
Recurring faults escalated to Jira
Sofia spots tickets describing the same fault and, with your approval, creates a Jira issue with the examples.
Account briefing before renewal
Sofia reads an account's tickets and drafts a briefing in Word on open issues and service history.
What Sofia can do with Zoho Desk
Sofia reads and keeps current
- Tickets
- Contacts
- Accounts
- Help articles
- Agents
- Departments
Sofia does, with your approval where you want it
- Create a ticket
- Update a ticket
- Reply to a ticket
- Create or update a contact
- Look up a ticket's conversation
Your IT lead agrees the access before anything connects, and anything on your never-touch list stays out.
Works well with
- Microsoft ExcelSpreadsheets for numbers, models and trackers
- JiraIssue and project tracking
- Microsoft WordWord processor for letters, reports and contracts
ZendeskCustomer service ticketing and help center- FreshdeskCustomer support ticketing
IntercomCustomer messaging and support inbox- ServiceNowEnterprise IT service management
- EvaluAgentQuality assurance and agent coaching for contact centres
Let Sofia work through your Zoho Desk tickets
Score your firm in three minutes, or talk to our team.