Zoho Desk - Chapitre 2 : Créer un process

Zoho Desk - Chapitre 2 : Créer un process



Bonjour à tous, 

Continuons notre série découverte de Zoho Desk et découvrons l'importance d'un processus !

Lorsque vous recevez une requête d'un client, il se peut que l'agent du service support puisse la traiter simplement en y répondant en un message. Mais le plus souvent, il faut faire remonter un problème aux équipes techniques, valider une réduction par son manager... Ainsi chaque process est unique et il est fréquent de s'y perdre !

Pour éviter que cela n'arrive, Zoho Desk vous propose différentes solutions. Si vous avez un process linéaire, comme celui de notre équipe support Finance, l'élément clé va être de garder la trace des tickets. En effet, certains problèmes soulevés peuvent nécessiter l'intervention d'une équipe tierce. Pour suivre ses tickets, l'équipe de support Finance a créé une vue personnalisée qui regroupera les tickets sans action depuis 48 heures. Ainsi ils ont un rappel régulier et automatique pour pouvoir traiter l'intégralité des tickets.

Une autre élément intéressant, pour les process de traitement des demandes plus longs et complexes, va être l'utilisation d'un Blueprint. Un Blueprint est comme un fil rouge qui vous accompagne à travers toutes les étapes de votre processus. Prenons l'exemple de l'équipe vTouch qui rassemble vos avis sur nos applications mobiles. Selon les demandes - problèmes, suggestions, questions - différents parcours ont étés créés au sein du Blueprint. A chaque nouvelle étape, différentes possibilités s'offrent aux agents, qui peuvent choisir quelle prochaine action effectuer. Les équipes sont donc guidées en pas à pas par le Blueprint.

Suivre les tickets est ainsi l'enjeu principal d'un service client. Mais il est aussi important, quand on gère de nombreux tickets, de ne pas perdre de temps sur des doublons ou sur des questions fréquentes.
Il est assez fréquent qu'un client soumette ses demandes via différents canaux, au lieu de mobiliser plusieurs fois les agents : il est important de bien paramétrer votre service client pour que toutes les demandes soient regroupées sous le même contact. Pour cela, vous devez demander les bonnes informations à vos clients lorsqu'ils soumettent un ticket (adresse mail, numéro client...) et vous pourrez ensuite rattacher ces différents tickets au même compte.
Pour les demandes récurrentes, appuyez-vous sur une base de connaissance à laquelle vos clients ont accès et trouvent toutes les informations nécessaires aux principales questions posées à votre service.

Merci à tous de votre attention et nous nous retrouvons bientôt pour le dernier chapitre de cette série.

Bonne journée, 

    • Sticky Posts

    • Desk - Astuce #5 : Déplacer les tickets entre les départements

      Bonjour à tous, Il n'est pas rare que vos clients créent des tickets dans un département qui n'a pas l'expertise requise pour les traiter. Vous devez transférer ces tickets vers le département concerné, afin qu'ils ne passent pas à travers les mailles

    • Zoho Desk - Nouveautés 2023

      Bonjour à tous,  Comme vous le savez, Zoho cherche en permanence à vous proposer des logiciels complets et au plus proche de vos attentes. C'est pourquoi toute l'équipe Zoho Desk est fière de vous présenter la nouvelle version de votre logiciel de service

    • Desk : Le cycle de vie d'un ticket - Introduction

      Voici une nouvelle série en 3 chapitres, dans laquelle nous allons vous dévoiler comment Zoho gère l'intégralité de son service client sur Zoho Desk.   Zoho compte plus de 60 millions d'utilisateurs à travers le monde et offre plus de 50 différentes solutions.

    • Zoho Desk - Chapitre 1 : Anticipez vos besoins

      Bonjour à tous, Continuons notre série de la rentrée et découvrons comment Zoho gère 60 millions de clients grâce à Zoho Desk. Contrairement à ce que l'on peut penser le cycle de vie d'un ticket commence bien avant qu'il arrive dans notre logiciel client.

    • Desk Astuce #6 : Ajouter plusieurs comptes réseaux sociaux

      Bonjour à tous, Découvrons dans cet article comment vous pouvez ajouter plusieurs pages d'un meme réseau social dans Zoho Desk. Pour cela suivez les étapes suivantes : Connectez-vous à Zoho Desk avec les privilèges d'administrateur. Cliquez sur les paramètres

    • Recent Topics

    • Sync desktop folders instantly with WorkDrive TrueSync (Beta)

      Keeping your important files backed up and accessible has never been easier! With WorkDrive desktop app (TrueSync), you can now automatically sync specific desktop folders to WorkDrive Web, ensuring seamless, real-time updates across devices. Important:

    • How To Insert Data into Zoho CRM Organization

      Hi Team I have this organization - https://crm.zoho.com/crm/org83259xxxx/tab/Leads I want to insert data into this Leads module, what is the correct endpoint for doing so ? Also I have using ZohoCRM.modules.ALL scope and generated necessary tokens.

    • How can I get base64 string from filecontent in widget

      Hi, I have a react js widget which has the signature pad. Now, I am saving the signature in signature field in zoho creator form. If I open the edit report record in widget then I want to display the Signature back in signature field. I am using readFile

    • Email Integration - Zoho CRM - OAuth and IMAP

      Hello, We are attempting to integrate our Microsoft 365 email with Zoho CRM. We are using the documentation at Email Configuration for IMAP and POP3 (zoho.com) We use Microsoft 365 and per their recommendations (and requirements) for secure email we have

    • Creator roadmap for the rest of 2022

      Hi everyone, Hope you're all good! Thanks for continuing to make this community engaging and informative. Today we'd like to share with you our plans for the near future of Creator. We always strive to strike a good balance of features and enhancements

    • CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive

      Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files

    • Filtering repport for portal users

      Salut, I have a weird problem that I just cannot figure out : When I enter information as administrator on behalf of a "supplier" portal user (in his "inventory" in a shared inventory system), I can see it, "customer" portal users can see it, but the

    • Google Maps

      How can I add google maps to Zoho. I put a new lead in and want to be able to click on a link for google maps and it takes me to that new leads address? Thanks

    • Mapping Accounts on Google Maps

      Hello, Is there a way to map accounts within Zoho? I have exported to Google maps, but not ideal. Thanks, Keith

    • Sales tour mapping

      Hi Zoho people and users, Wouldn't be cool if one could import an itinerary say from Gmaps, specify a radius along the line and pop ! show a smattering of droplets on the maps, each representing a customer or lead ? Clicking on a droplet would open the

    • Does zoho have a feature that can help my sales team create a sales route?

      Does zoho have a feature that can help my sales team create a sales route? This will save us time instead of having to use mapquest or google maps.

    • Possible to Turn Off Automatic Notifications for Approvals?

      Hello, This is another question regarding the approval process. First a bit of background: Each of our accounts is assigned a rank based on potential sales. In Zoho, the account rank field is a drop-down with the 5 rank levels and is located on the account

    • Zoho Inventory. Preventing Negative Stock in Sales Orders – Best Practices?

      Dear Zoho Inventory Community, We’re a small business using Zoho Inventory with a team of sales managers. Unfortunately, some employees occasionally overlook stock levels during order processing, leading to negative inventory issues. Is there a way to

    • Converting Sales Order to Invoice via API; Problem with decimal places tax

      We are having problems converting a Sales Order to an Invoice via API Call. The cause of the issue is, that the Tax value in a Sales Order is sometimes calculated with up to 16 decimal places (e.g. 0.8730000000000001). The max decimal places allowed in

    • Importing data into Assets

      So we have a module in Zoho CRM called customers equipments. It links to customers modules, accounts (if needed) and products. I made a sample export and created extra fields in zoho fsm assets module. The import fails. Could not find a matching parent

    • Integración Books para cumplir la ley Crea y Crece y Ley Antifraude (VeriFactu)

      Hola: En principio, en julio de 2025, entra en vigor la ley Crea y Crece y Ley Antifraude (VeriFactu). ¿Sabéis si Zoho va a cumplir con la ley para cumplir con la facturación electrónica conectada a Hacienda? Gracias

    • Kaizen #157: Flyouts in Client Script

      Hello everyone! Welcome back to another exciting edition of our Kaizen series, where we explore fresh insights and innovative ideas to help you discover more and expand your knowledge!In this post, we'll walk through how to display Flyouts in Client Script

    • Zoho One - Syncing Merchants and Vendors Between Zoho Expense and Zoho Books

      Hi, I'm exploring the features of Zoho One under the trial subscription and have encountered an issue with syncing Merchant information between Zoho Expense and Zoho Books. While utilizing Zoho Expense to capture receipts, I noticed that when I submit

    • Translation support expanded for Modules, Subforms and Related Lists

      Hello Everyone!   The translation feature enables organizations to translate certain values in their CRM interface into different languages. Previously, the only values that could be translated were picklist values and field names. However, we have extended

    • How get stock name from other column ?

      How get stock name from other column ? e.g. =STOCK(C12;"price") where C12 is the code of the stock

    • Zoho Sheet for Desktop

      Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?

    • Create static subforms in Zoho CRM: streamline data entry with pre-defined values

      Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next couple

    • BUTTONS SHOWN AS AN ICON ON A REPORT

      Hi Is there any way to create an action button but show it as an icon on a report please? As per the attached example? So if the user clicks the icon, it triggers an action?

    • ZOHO Creator subform link

      Dear Community Support, I am looking for some guidance on how to add a clickable link within a Zoho Creator subform. The goal is for this link to redirect users to another Creator form where they can edit the data related to the specific row they clicked

    • Dropshipping Address - Does Not Show on Invoice Correctly

      When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company being

    • RFQ MODEL

      A Request for quotation model is used for Purchase Inquiries to multiple vendors. The Item is Created and then selected to send it to various vendors , once the Prices are received , a comparative chart is made for the user. this will help Zoho books

    • Will zoho thrive be integrated with Zoho Books?

      title

    • Product Updates in Zoho Workplace applications | August 2025

      Hello Workplace Community, Let’s take a look at the new features and enhancements that went live across all Workplace applications this August. Zoho Mail Delegate Email Alias Now you can let other users send emails on your behalf—not just from your primary

    • Notebook audio recordings disappearing

      I have recently been experiencing issues where some of my attached audio recordings are disappearing. I am referring specifically to ones made within a Note card in Notebook on mobile, made by pressing the "+" button and choosing "Record audio" (or similar),

    • Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked

      Hi, I sent few emails and got this: Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked And now I have few days since I cant send any email. Is there something wrong I did? Also can someone fix this please

    • Want to use Zoho Books in Switzerland. CHF support planned?

      Hi, We're a Swiss company using other Zoho suite software and I discovered Zoho Books and other accounting SaaS when looking for an accounting tool. Do you intend to cover Switzerland and CHF based accounting anytime soon? Roy

    • Zoho sheet desktop version

      Hi Zoho team Where can I access desktop version of zoho sheets? It is important as web version is slow and requires one to be online all the time to do even basic work. If it is available, please guide me to the same.

    • Cannot Enable Picklist Field Dependency in Products or Custom Modules – Real Estate Setup

      Hello Zoho Support, I am configuring Zoho CRM for real estate property management and need picklist field dependency: What I’ve tried: I started by customizing the Products module (Setup > Modules & Fields) to create “Property Type” (Housing, Land, Commercial)

    • Weekly Tips : Teamwork made easy with Multiple Assignees

      Let's say you are working on a big project where different parts of a single task need attention from several people at the same time—like reviewing a proposal that requires input from sales, legal, and finance teams. Instead of sending separate reminders

    • Celebrating Connections with Zoho Desk

      September 27 is a special day marking two great occasions: World Tourism Day and Google’s birthday. What do these two events have in common (besides the date)? It's something that Zoho Desk celebrates, too: making connections. The connect through tourism

    • What is Resolution Time in Business Hours

      HI, What is the formula used to find the total time spent by an agent on a particular ticket? How is Resolution Time in Business Hours calculated in Zohodesk? As we need to find out the time spent on the ticket's solution by an agent we seek your assistance

    • Upload API

      I'm trying to use the Upload API to upload some images and attach them to comments (https://desk.zoho.com/DeskAPIDocument#Uploads#Uploads_Uploadfile) - however I can only ever get a 401 or bad request back. I'm using an OAuth token with the Desk.tickets.ALL

    • Zoho Desk KB article embedded on another site.

      We embed KB articles from Zoho Desk on another site (our application). When opening the article in a new tab, there is no issue, but if we choose lightbox, we are getting an error "To protect your security, help.ourdomain.com will not allow Firefox to

    • Is Zoho Sheet available for Linux ?

      Is Zoho Sheet available for Linux ?

    • How use

      Good morning sir I tried Zoho Mail

    • Next Page