One of the biggest perks of having a Zoho One subscription is the sheer number of apps you get access to. But let’s be honest — most people only use a few and don’t realize just how much is included.
In this series, I’m breaking down each Zoho app category to help you understand what tools you already have and how they can help your business. Today, we’re covering the Customer Service category.
This category isn’t just for call centers or big support departments — it includes tools that can help internal IT, field service teams, support agents, and even automated self-service options for your customers.
Watch a Breakdown of Zoho One Customer Service Apps
Zoho Apps in the Customer Service Category
1. Zoho Desk
Your all-in-one help desk system. Desk lets you:
- Collect tickets via email, webform, or chat
- Use canned responses to save time
- Assign, escalate, and track ticket status
- Set up SLAs, automate workflows, and analyze support performance
You can use Desk for both external support teams (like customer service) and internal support (like IT or HR ticketing).
2. Zoho Assist
Remote access for IT or product support. With Assist, you can:
- Connect to your customer’s or coworker’s computer or device
- Troubleshoot software, perform updates, or offer tech support
- Use unattended access for internal system maintenance
- Launch sessions directly from Zoho Desk tickets
This is a must-have for internal IT teams or product companies with digital platforms or devices.
3. Zoho Lens
Augmented Reality (AR) support via the customer’s camera. Lens lets you:
- See the customer’s physical environment in real time
- Guide them through physical fixes or maintenance
- Avoid dispatching a technician for minor tasks
- Use screenshots, freeze-frame, annotations, and voice/chat during sessions
If you do field service, hardware support, or equipment installation, Lens is a hidden gem.
Bonus Apps That Also Support Customer Service
4. Zoho SalesIQ
While SalesIQ is technically a sales app, it’s often used on FAQ pages, support portals, and customer dashboards.
With SalesIQ, you can:
- Add live chat or chatbots to your website
- Route questions to your support team
- Offer self-service through AI-based replies
- Capture visitor activity and engagement
Think of how companies like Amazon or DoorDash use chat for real-time help — you can build that into your own site too.
5. Zoho Bookings
Technically part of the sales category, but extremely useful for support too. Use it to:
- Let customers book service or maintenance appointments
- Schedule calls with IT support or internal help desks
- Offer calendar-based access to your team for onboarding, tech help, or product training
If you’ve ever played phone tag to schedule a support call, this solves it.
Why This Matters
These tools are already included in your Zoho One subscription.
If you're managing customer relationships, supporting internal systems, or offering any kind of service, you might already have what you need to improve it.
- Need structured ticketing? Use Zoho Desk.
- Need remote access? Use Zoho Assist.
- Supporting physical products? Use Zoho Lens.
- Want a better self-service experience? Try SalesIQ and Bookings.
Bottom Line
The Customer Service category inside Zoho One is much bigger than most people realize. Whether you’re solving technical issues, managing appointments, or helping users help themselves — you’ve got the tools.
Not sure which app is right for your team? At TechnoMap, we help businesses make sense of all their Zoho tools and set them up for real-world success.
