The power of camaraderie

The power of camaraderie

In the days before the internet boom, conversations happened face-to-face or over the phone. Phone calls were precious; every minute counted, and every word mattered. We looked forward to those moments of real connection. Even today, nothing quite matches the depth and delight of a face-to-face conversation.
Then came the internet, and with it, a revolution in how we communicate. Messaging, chats, social media, and video calls, people across the globe can now connect instantly. No matter the distance, we’re closer than ever before. Recognizing the importance of these human connections, the United Nations has designated July 30th as International Friendship Day. It is a day to celebrate bonds that go beyond boundaries.

Friendship in customer service

In customer service, most interactions are professional, but they are still rooted in human connection. At its heart, support is about trust, empathy, and cooperation, just like friendship.
Zoho Desk is built to help organizations connect with customers from anywhere in the world, creating not just resolutions, but relationships.

From transaction to relationship  

Customers reach out to support teams for different needs at various times. Going beyond quick fixes, remembering organizational preferences, providing proactive support, offering best practices, use cases, and sharing resources on the Knowledge Base builds genuine rapport.
Zoho Desk Tip: Use the Ticket Timeline and Contact History to personalize every conversation. With this context, you can understand the frequency of conversations with the customer and the issues previously encountered. This fosters customer support to a meaningful relationship.

Setting healthy boundaries  

Boundaries are important in every relationship. Clear, healthy boundaries reduce frustration, build trust, and support mutual respect.
Zoho Desk Tip: Use Business Hours and Holiday Lists in Zoho Desk to define your team's availability across time zones and regions. Use OOO (out of office) auto-responses and configure Guided Conversations to provide self-service offline support. This helps customers know when to expect a response and allows teams to manage workloads fairly, creating a respectful and balanced experience for both sides.

A global friendship  

Friendship isn’t limited by geography, and neither is great customer service. For global products and services, culturally aware and localized support is essential. Language and regional preferences must be respected to create meaningful connections.
Zoho Desk Tip: Configure region-specific SLAs in Zoho Desk to deliver timely, localized support across the globe, all from one unified platform.
Enable multi-language support for your Help Center so your Knowledge Base and communications are available in your customers’ preferred languages.
This reflects inclusivity, care, and a more personal customer experience.

Customer connection

Trust and openness are the foundation of a great friendship. Empowering customers to connect, share, and learn from one another builds stronger relationships.
Zoho Desk Tip: The Zoho Desk Community can be a vibrant space to comment, share ideas, connect with people in the organization, and engage with fellow users. Shared learning and meaningful connections contribute to collaborative growth.
Enable agent name visibility in email replies and ticket conversations. This adds a human touch to every interaction, which helps customers feel connected and builds familiarity and trust.

Checking on you like a friend does

When a customer faces an issue that affects their business, the support agent works hard to resolve it as quickly as possible. But they don’t stop there: The agent follows up to check how the customer and their business are doing. This builds trust and strengthens loyalty.
Zoho Desk Tip: Use Follow-Up Tasks and Reminders in the Activities module to reconnect with customers and show them you truly value the relationship.

Turning feedback into friendship  

It can be disheartening for the support team when a customer leaves a poor rating after their ticket is resolved. But instead of letting it go, the team reaches out, acknowledges the customer’s experience, and listens.
They work to understand what went wrong, find a solution, and learn how to improve.
Zoho Desk Tip: Use the Customer Happiness Rating and Reports to turn negative feedback into meaningful conversation and loyal customers into long-term advocates.

On this International Friendship Day, we celebrate the human connections that make great service possible. With tools like Zoho Desk, you're not just resolving tickets. You're building trust, creating meaningful interactions, and turning everyday conversations into long-term partnerships.
Because just like in friendship, the best support listens, understands, and shows up every time.
Here’s to making every customer feel heard, valued, and supported.
Support rooted in friendship goes a long way.
Wishing you a Happy International Friendship Day!
Warm regards,
Lydia | Zoho Desk

    • Sticky Posts

    • Register for Zoho Desk Beta Community

      With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

    • Share your Zoho Desk story with us!

      Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

    • Tip #1: Learn to pick the right channels

      Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

    • Welcome to Zoho Desk Community - Say hello here!

      Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

    • Webinar 1: Blueprint for Customer Service

      With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

    • Recent Topics

    • [Announcement] Enhanced Merge APIs of Zoho Writer for automating document generation using Zoho Apps data

      Hi users, With the record_id parameter in Zoho Writer's Merge APIs, fields related to the given record id is automatically fetched from the Zoho app. You don't have to spend time manually mapping the records and fields in the Deluge code. Here is a sample

    • Pin multiple columns and adjust column widths in CRM subforms

      Hello all, Subforms act as secondary forms or tables in which you can associate multiple line items to a primary record and thereby ensure more structured and comprehensive data organization. We've made some recent enhancements to subforms. Here's what's

    • [Webinar] Automate sales and presales workflows with Writer

      Sales involves sharing a wide range of documents with customers across the presales, sales, and post-sales stages: NDAs, quotes, invoices, sales orders, and delivery paperwork. Generating and managing these documents manually slows down the overall sales

    • Automate insurance document workflows with Zoho Writer

      Insurance companies have to deal with creating and managing complex documents and forms, such as policy applications, explanation of benefits documents, brochures, renewals, and claim forms. Handling all of this manually is hugely time and effort intensive,

    • Latest updates in Zoho Meeting | New End of session notification to remind everyone about the session end time

      Hello everyone, We’re excited to share a new feature for Zoho Meeting ; End of session notification. With this new setting, you can choose to remind all participants or only the host about the scheduled end time of a meeting. You can also choose when

    • [Webinar] Zoho Writer for SCM and logistics

      Creating, sharing, and distributing complex documents are constant challenges in the SCM and logistics industry. That's why our next webinar is focused on how to simplify these document workflows. Join us on Jul 10, 2025 for a Zoho Writer webinar designed

    • [Webinar] Zoho Writer for the manufacturing industry

      Creating, sharing, and distributing complex documents are constant challenges in the manufacturing services industry. That's why our next webinar is focused on how to simplify these document workflows. Join us on May 8, 2025, for a Zoho Writer webinar

    • Add Comprehensive Accessibility Features to Zoho Writer

      Hello Zoho Writer Team, We hope you are doing well. We would like to submit a feature request to enhance Zoho Writer with a full set of accessibility tools, similar to the accessibility options already available in the Zoho Desk agent interface. 🚧 Current

    • [Webinar] Simplifying document workflows in financial services with Zoho Writer

      Creating, sharing, and distributing complex documents are constant challenges in the financial services industry. That's why our next webinar is focused on how to simplify these document workflows. Join us on April 10, 2025, for a Zoho Writer webinar

    • [Zoho Writer Webinar] Learn how to simplify your HR operations: Part 2

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for July 2024: Learn how Zoho Writer can simplify your HR operations: Part 2. This webinar will focus on how Zoho Writer can help HR teams streamline and automate their entire hiring

    • [Zoho Writer Webinar] Learn how to simplify your day-to-day HR operations

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for June 2024: Learn how Zoho Writer can simplify your day-to-day HR operations. This webinar will focus on how to automate your entire hiring process and generate various types of

    • Branding of native system emails

      Make system emails adjustable in terms of branding. We want our system to be completely white label, because it is not a CRM anymore, it's way more than that. We are following the strategy of "CRM for everyone" to use the CRM in all departments, not only

    • Support “Never End” Option for Recurring Meetings in Zoho Meeting

      Hello Zoho Meeting Team, Hope you are doing well. We would like to request support for creating recurring meetings with no end date in Zoho Meeting. Currently, when scheduling a recurring meeting, Zoho Meeting requires us to select a specific end date.

    • Add Custom Field Inside Parts Section

      How to Add Custom Field Inside Parts Section in Workorder like Category and Sub- Category

    • [Important announcement] Removal of Zoho Writer's DocuFiller Add-on

      Hi users, Effective 21st Feb. 2025, we will be removing the DocuFiller add-on for Zoho Writer's Fillable Templates. From that point on, the add-on's functionalities, such as sharing or publishing fillable forms for data collection and receiving submissions

    • Send Automated WhatsApp Messages and Leverage the Improved WhatsApp Templates

      Greetings, I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging. WhatsApp message automation You can now use

    • Weekly Tips: Manage External Images in Zoho Mail

      When you receive emails every day, whether from clients, newsletters, or services, many of them contain external images that automatically load when you open the message. While this can make emails look more engaging, it can also impact your privacy and

    • Implementing a Self-Invoicing/Vendor Portal in Zoho Creator

      Hello Zoho Community / Creator Experts, We would like to build a Self-Invoicing Portal (Vendor Portal) in Zoho Creator for our external contractors. Our goal is to allow approved contractors to log in, submit their invoice details (hours worked, project

    • Function #32: Schedule low stock notifications on a timely basis to specific users of the organization

      Hello everyone and welcome back to our series! For a business that heavily relies on inventory, monitoring the stock levels and getting timely notifications of low stock items will ensure a smooth sail. Zoho Books allows you to always keep a check on

    • Is it really true that I can't set the default 'deposit to' account in 2025?

      I've been using Books for 7 years and the default account has never been a problem. I usually manually reconcile invoices and have never had a thought about which account. It has always been my account. However, I recently noticed that for the past 4

    • SINCH HUB MESSAGEMEDIA with ZOHO DESK

      1) what I need from MessageMedia, 2) what I want to confirm on the Zoho Desk Dev Forum. MessageMedia – needs and requirements Goal: Send SMS from a Zoho Desk widget for EU users. Auth: HTTP Basic (API Key + Secret). Keys must not live in the browser.

    • Function #46: Auto-Calculate Sales Margin on a Quote

      Welcome back everyone! Last week's function was about displaying the discount amount in words. This week, it's going to be about automatically calculating the sales margin for a particular quote, sales order or an invoice. Business scenario Where there is sales, there's also evaluation and competition between sales reps. A healthy rivalry helps to better motivate your employees to do smart work and close deals faster and more efficiently. But how does a sales rep get evaluated? 90% of the time, it's

    • Invalid URL error when embedded sending url into iframe for my website when using in another region

      Hi team, My site is currently working on integrating your signature feature as part of the system functionality, it's working great but recently there's been a problem like this: After successfully creating the document, i will embed a sending url into

    • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

      In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

    • New features released: Data from Picture for Web, Pattern Fill, and Translation in Zoho Sheet!

      Hello Sheet users, In 2024, the Zoho Sheet team focused on research and development to bring new features that add to functionalities like productivity, data management, collaboration, and more. This year, we're all set to roll them out incrementally

    • Kaizen #59 - Creating alerts and custom messages using Client Script

      Hello everyone! We are happy to resume our Zoho CRM Developer Community series - The Kaizen series! Welcome back to the new start of Kaizen! This post is about Client Script and its simple use cases involving ZDK Client functions. What is Client Script?

    • [Webinar] Zoho Writer for content creators and publishing houses

      Managing multiple drafts, edits, and client reviews doesn't have to slow you down. Join our upcoming webinar to see how Zoho Writer helps content creators and publishing houses create, edit, and publish seamlessly—all in one place. You'll learn how to:

    • Universal search

      Hi, it would be useful if the search bar was universal-so if you entered a term, it would bring up results from contacts, candidates, clients etc all at the same time (but broken down under the relevant headings)

    • Attachment reminder?

      My team and I often need to attach files to our messages, e.g. an explanatory screenshot or a shipping label. More often that I want to admit I mention the attachment but forget to actually attach it. Some email clients have a check-for-missing-attachments

    • ZIA in Zoho Cliq

      Is It possible to use the ZIA feature from Zoho Analytics in the Zoho Cliq?

    • Automating CRM backup storage?

      Hi there, We've recently set up automatic backups for our Zoho CRM account. We were hoping that the backup functionality would not require any manual work on our end, but it seems that we are always required to download the backups ourselves, store them,

    • Multiple upload field CRM

      I desperately need the functionality to add more than one upload field to web to contacts form. How can I do this?

    • Critical Need for Global Search in Zoho FSM

      Hello Zoho FSM Team, We are currently in the process of deciding whether to fully transition to Zoho FSM for managing our field service operations. At present, our team actively uses Zoho Desk (with over 50 users) and Service Fusion, which we are considering

    • Collections Management: # 1 Payment Collection is All About Convenience

      "Sir, can you come tomorrow? My manager wasn't available for the cheque sign-off", the customer said, avoiding eye contact. Ravi forced a polite smile, but inside, he felt a sense of defeat. He had already visited the customer's office twice in the last

    • Can the Product Image on the Quote Template be enlarged

      Hello, I am editing the Quote Template and added ${Products.Product Image} to the line item and the image comes up but it is very tiny. Is there anyway that you can resize this to be larger? Any help would be great! Thanks

    • Audio/video quality issues with Zoho Meeting – Any roadmap for improvement?

      Hi Zoho Team, We’ve been using Zoho Meeting for both internal and external meetings, and unfortunately, the experience has been consistently poor. The video and audio quality are so unreliable that it often renders meetings ineffective—especially with

    • Cash based businesses cannot use the new fixed asset module

      Hello all, If your bookkeeping is reporting in cash, you cannot use the new fixed acid module, as it does all the depreciation bookings accrual and not cash. This is definitive and you can't turn them into a cash booking. They will never appear in your

    • Zoho Learn & Zoho Connect

      Hi, Is there a way to sync the knowledge base we have in Zoho Learn with the manuals section is Zoho Connect? Thanks,

    • Apply Payment Received Amount Zoho Books Invoice

      Hello team here is the sample code How can apply the payment received record over a unpaid zoho books invoice. //......................... paymentID = customer_payment.get("payment_id"); organizationID = organization.get("organization_id"); paymentmaplist

    • Zoho Books Finance Modules Not Accessible in Zoho CRM Mobile App

      We have integrated Zoho CRM with Zoho Books using the Zoho Finance Suite integration. In the CRM web version, we can see the Finance modules (Estimates/Quotes, Invoices, Sales Orders, Items, Payments) and are able to create invoices and quotes directly

    • Next Page