Help Desk Software Resources

This might help: https://help.zoho.com/portal/kb/articles/why-zoho-desk

Zoho Desk is a help desk platform that helps you manage your customer support team. You can manage your tickets coming in from multiple platforms in one place, automate tasks, create workflows to follow through processes, gain insight on how your team is performing through reports and dashboards and do a whole lot more. https://www.youtube.com/watch?v=Ot4wh15M5mI

If you've ever talked with someone at Front, it's likely you've heard some if not all of these terms. Since Front brings a new approach to email management, naturally, there is some new lingo to go along with it. Here is what we mean when we talk about: Channel A channel is any communication 'channel' you manage within Front. This can be an email address, Twilio phone number, Twitter, Facebook Messenger, etc. Each of these modes of communication represents a channel within Front. Folder A folder is an organizational space where you can organize emails into. You can create rules that auto-route emails into a folder or have your team manually move messages into one. Because folders do not have any channels in them, they do not receive any inbound messages. Inbox An inbox is also an organizational space, the difference being that an inbox has a channel or multiple channels in them and a folder has none. For instance, when you add your support@ email address to Front, we'll create an inbox for that channel. Because an inbox can hold multiple channels, you can also add your bugs@ and info@ email addresses into that inbox.