Tips & Tricks #10 Automatiseren met Zoho Desk Deel 2

Tips & Tricks #10 Automatiseren met Zoho Desk Deel 2



In deel 1 van het automatiseren met Zoho Desk las je een use case over een probleem in een appartementencomplex en hoe dit door gebruik te maken van Zoho Forms en Zoho Desk kan worden opgelost. In deel 2 lees je meer over het integreren van Zoho Forms met Zoho Desk.

Zoho Forms integreren met Zoho Desk

Wanneer je meerdere klantvragen en support verzoeken van huurders ontvangt, kan het handmatig aanmaken van support tickets in de helpdesk vervelend worden en veel tijd kosten, die anders gebruikt kan worden om je huurders te helpen. Als Zoho Desk wordt gebruikt om support tickets te beheren, kun je de Zoho Forms - Zoho Desk integratie gebruiken om de ingevoerde formulieren automatisch als support tickets naar je Desk portal te pushen. Je kunt een beschrijving toevoegen en door de huurders geüploade bestanden en afbeeldingen toevoegen aan de tickets die via deze integratie zijn aangemaakt.




Klachtenmanagement

Zoho Desk, een Omnichannel Customer Service Software, is de eerste contextbewuste helpdesk software die bedrijven helpt zich te focussen op de klant. Met Zoho Desk kun je eenvoudig helpdesk tickets toewijzen, volgen en meldingen instellen. Je kunt Zoho Desk aanpassen aan je behoeften en zorgen voor tevredenheid bij de support van je huurders.




Elk ticket dat wordt ingediend door huurders die het klachtenformulier invullen, wordt toegewezen aan één van de agenten in Zoho Desk, waar het probleem wordt aangepakt en de nodige acties voor het probleem worden ondernomen.


Toewijzingsregel

Ga tot in de fijnste details van ticketbeheer door, via het instellen van toewijzingsregels. Op deze manier hoef je niet elke keer dat er tickets binnenkomen handmatig tickets/klachten toe te wijzen aan agents. Het geeft je meer controle, en je team meer autonomie. Met behulp van toewijzingsregels wijs je automatisch de Tickets/Klachten toe die via Zoho Desk binnenkomen.


Directe toewijzing

De regel op basis van bepaalde gespecificeerde voorwaarden kan Tickets / Klachten naar de juiste afdeling leiden en er verder eigendomsrechten aan toekennen. Hoewel dit zinvol is voor nieuwe Tickets / Klachten, kun je ook een toewijzingsregel activeren wanneer Tickets / Klachten worden bijgewerkt in je helpdesk.




Round Robin

Round Robin is de eenvoudigste vorm van het automatisch toewijzen van tickets. Het verdeelt tickets/klachten gelijkmatig over al je agents op basis van het limiet dat je instelt. Met een minimale tussenkomst zorgt Round Robin ervoor dat geen enkel ticket niet wordt toegewezen. Ook zorgt de Round Robin regel ervoor dat de werkdruk van je agents in Zoho Desk in balans is. Dat wil zeggen, dat Tickets / Klachten eerst worden toegewezen aan de minst belaste agent.




Service Level Agreement (SLA)

Een Service Level Agreement, of SLA, is de servicestandaard die je hebt afgesproken om aan je klanten te leveren. De serviceovereenkomst geeft de responstijden en de oplostijden weer die door je medewerkers worden aangeboden. Meestal bevat een SLA de uitvoeringscriteria en een reeks vooraf bepaalde voorwaarden of doelstellingen. Terwijl de uitvoeringscriteria bepalen wanneer een SLA moet worden geactiveerd, bevat het doel de acties die zullen worden uitgevoerd op de trigger. Je kunt acties configureren zoals reactietijd, oplostijd, het sturen van escalaties, het opnieuw toewijzen van Tickets/Klachten en het bijwerken van de prioriteit.                                                                                                   


Om te beginnen kunt je met Zoho Desk twee modellen van service level agreements volgen:

  • Je kunt SLA's maken voor individuele accounts in Zoho Desk

  • Je kunt een aantal SLA's maken (zoals Standard Support en Priority Support etc.) en deze delen over meerdere accounts.



Notificatie regels/Triggers beheren in Zoho Desk

Zoho Desk biedt een standaardset meldingsregels die kunnen worden gebruikt om je klanten en agents te notificeren. Je kunt deze regels indien nodig activeren of deactiveren. Ook kunnen meldingen via e-mail of SMS worden verzonden.




Je kunt de vooraf opgestelde e-mail en SMS sjablonen voor de meldingen in Zoho Desk aanpassen.




Heeft dit jou ook een beter beeld gegeven van het inzetten van Zoho Desk in combinatie met Zoho Forms? We lezen het graag in de opmerkingen hieronder.

 

Met vriendelijke groet,

 


    • Sticky Posts

    • Doe mee aan de Zoho Desk Meetup op 7 maart in Antwerpen

      Beste Community leden, Wij nodigen jullie graag uit voor de Community Meetup van Zoho Desk! Op 7 maart komen we bij elkaar in Antwerpen, samen met een klant en de Zoho Experts van Brainsolutions. Onze experts zullen een live demo presenteren en jouw vragen

    • Doe mee aan de Zoho Desk Meetup op 16 Februari in Utrecht

      Beste Community leden, Wij nodigen jullie graag uit voor de Community Meetup voor Zoho Desk! Op 16 februari komen we bij elkaar in Utrecht, samen met Fleetkennis en de Zoho Expert van Mobile XL. Onze experts zullen een live demo presenteren en jouw vragen

    • Wat is er nieuw in Zoho Desk 2023

      Beste Community leden, Hoeveel je ook van je klanten en je werk houdt, als klantenservice medewerker zul je zeker een aantal zware dagen tegenkomen. We hebben het dan over de dagen dat je een paar keer op de snooze-knop drukt, koffie morst op je favoriete

    • Tips & Tricks #10 Automatiseren met Zoho Desk Deel 2

      In deel 1 van het automatiseren met Zoho Desk las je een use case over een probleem in een appartementencomplex en hoe dit door gebruik te maken van Zoho Forms en Zoho Desk kan worden opgelost. In deel 2 lees je meer over het integreren van Zoho Forms

    • Tips & Tricks #09 Automatiseren met Zoho Desk Deel 1

      Beste Community leden, Zoals jullie weten hebben we in Nederland een woningtekort. Een oplossing hiervoor is de hoogbouw. Echter, om de de hoogte in te gaan moet er ook voor de juiste faciliteiten in flats worden gezorgd. Problemen kunnen we allemaal

    • Recent Topics

    • Document images

      We used to be able to rotate the images but this has now been removed ???

    • VENDORS ARE NOT SYNCHED WITH CONTACTS IN CRM

      Hello, While the ACCOUNTS and CONTACTS (Including the primary contact) are synced with the CONTACTS module in CRM, the vendor's CONTACTS are not synced with CRM - which basically forces the users to re-enter all vendor's contacts twice and then update

    • Involved account types are not applicable when create journals

      { "journal_date": "2016-01-31", "reference_number": "20160131", "notes": "SimplePay Payroll", "line_items": [{ "account_id": "538624000000035003", "description": "Net Pay", "amount": 26690.09, "debit_or_credit": "credit" }, { "account_id": "538624000000000403", "description": "Gross", "amount": 32000, "debit_or_credit": "debit" }, { "account_id": "538624000000000427", "description": "CPP", "amount": 1295.64, "debit_or_credit": "debit" }, { "account_id": "538624000000000376", "description":

    • KB Templates

      * It would be nice if Zoho can provide users an option to create custom templates for KB articles. Also, it would be nice as well if the users can have an option to 1.) select a default template and 2.) declare default tag/tags, for KB articles created through Ticket's resolution.

    • Zoho CRM Reports Module on Mobil App

      I have the mobile app and the reports module doesn't appear in the sidebar for some reason. I saw a Youtube video where the user had the Reports module on mobile. Is there a setting to show it on mobile? Thanks.

    • Contacts Don't Always Populate

      I've noticed that some contacts can easily be added to an email when I type their name. Other times, a contact doesn't appear even though I KNOW it is in my contact list. It is possible the ones I loaded from a spreadsheet are not an issue and the ones

    • Zoho Projects Android app update - List view enhancement

      Hello, everyone! In the latest android version(v3.9.15) of the Zoho Projects app update, we have enhanced the List view of tasks. We have also introduced a complete scroll of the tasks in the list view without scrolling the task fields(status, start date,

    • On the US Data Centre rather than the UK but dont know how to migrate it

      We have a new staff member with an external email address and cant add them to Zoho chat - we have been told its becuase we are in the UK but on a US Data centre - we therefore need to change it but no idea how to can anyone else as we are going round

    • Zoho Sheet Custom function column showing Error #EVAL!

      Hello I have a custom function in Zoho Sheet developed to convert a date time from one time zone to another. The custom function takes date and time columns and then using subHour( ) converts the time to PST time. However, though the custom function works,

    • How to add a Data Updated As Of: dynamically in text?

      I need to add a "Data Updated As Of" in the dashboard to show when was the last date the data was updated. I tried to create a widget but it does not look really good, see below. Is there a way I can do this through the text widget and update it automatically

    • Create Your Own Issue Management System

      Effective issue management is a cornerstone of project success. Every bug or issue, no matter how small, needs to be tracked and resolved in time to maintain project momentum. In this post, we’ll explore how an issue management system in Zoho Projects

    • Resource utlisation

      Dear Team, We use the excel for the weekly predicted people utilization how the resource are allocated , is there any way that i can use any of the zoho products.

    • Ask the experts - A live Q & A discussion on Zoho Recruit

      We are delighted to come back with another edition of Ask the Experts community series. This edition, we'll be focusing on everything about Zoho Recruit. The topics will focus on the features that are used/asked by the majority of users and also based

    • Bug - OTP (email) and No Duplicates

      Scenario: Form with an email field, Validation: "No Duplicates" (because I want to ensure 1 entry per email). Embedded form into website (JS option). Enabled email based OTP. 1st test (via my website) - entered my email address - sent OTP - entered pin,

    • Personal Facebook page posting instead of Business Page

      I have a Facebook page that is associated with my Personal Profile and I am the Admin of that Page. I would like to schedule and Post to my Personal Page not the Business Page. Each time I try to connect to the "Page" it takes me to the Business Page. Is there a way of connecting to my personal page?

    • Fixed asset management

      I want to know if there is any individual module for fixed assets management

    • Recording depreciation of fixed assets as a percentage of residual value

      In India, fixed assets are depreciated as a percentage of their residual value at the beginning of each fiscal year. I went through the documentation for creating recurring journal entries, but could only find ways to depreciate by a fixed rupee amount

    • Function #28: Automatically calculate Customer Loyalty points

      Hello everyone, and welcome back to our series! Today, we're excited to share a workflow designed to streamline the management of loyalty points. Many businesses offer incentives or rewards in the form of loyalty points to their customers as a way to

    • Function #6: Calculate Commissions for paid invoices

      Zoho Books helps you automate the process of calculating and recording commissions paid to sales persons using custom functions. We've written a script that computes the commission amount based on the percentage of commission you enter and creates an

    • How to Add Product SKU in Invoice?

      How to Add Product SKU in Invoice?

    • Tracking movement between departments

      I've been developing a reporting system in Zoho and one of the groups I want to develop a report on primarily moves tickets from department to another. Is there a way to set up the reporting on Zoho (or Zoho Reports) that can tell me the number of tickets

    • Zoho CRM Calendar View

      Hello Zoho team, We need desperately a calendar view next to list, kandan and other views. I think it should be easy to implement as you already have the logic from Projects and also from Kanban View in CRM. In calendar view when we set it up - we choose

    • Call transcrition working for ringcentral?

      I don't see anything about what telephony providers can be used. The Zoho support person A said that RingCentral isn't supported. Zoho support person B said that it works, just make sure the call recording link works. Excellent instructions here: Call

    • What is syntax to call creator function (or trigger a creator workflow) from CRM deluge?

      What is syntax to call creator function (or trigger a creator workflow) from CRM deluge?

    • WhatsApp and Zoho Creator Integration

      How we have integrate WhatsApp App with Zoho Creator without using external application ?

    • Improve Creator Calendar Report

      Please can you improve the Creator Calendar Report General There is no way to highlight certain days, for example weekends or public holidays. There is no way to hide certain days, for example weekends. There is no way to modify the day header, it just

    • Important updates to Zoho CRM's email deliverability

      Last modified on: Jul 24, 2024 These enhancements are released for all users across all data centers. Modified on: Oct 30, 2023 Organisations that are in the Enterprise and above editions of Zoho CRM, and have not authenticated their email-sending domains

    • Custom modules not showing in developer console

      I'm trying to create a custom summing function for a custom module I made in my CRM. When I go to create the function, my module isnt showing up. Do I need to share the custom moldule with my developer console or something of the like?

    • Chart with Filtered Data vs Unfiltered Data

      I am looking to create a chart view that displays the full data set vs a subset of the data filtered by user filter. However I do not seem to find any method by which to exclude a plot from the applied filter or any other method by which to display the

    • Meetups Gratuitos Junio 2024 - Profundiza en las funcionalidades de tu Zoho CRM

      Este junio, aprende a sacar el máximo provecho de tu Zoho CRM en la segunda edición de los Zoho Meetups 2024. Los días 18 a 21 de junio, Zoho organiza los Meetups gratuitos para usuarios de Zoho CRM en Valencia, Barcelona, Madrid y Sevilla, donde expertos

    • How to get the Dashboard page to be the first page when you open the app

      So when it opens on a tablet or phone it opens on the welcome page, thanks.

    • Integration between Zoho CRM and Zoho WorkDrive

      I'd like to search Zoho for an invoice I've added as an attachment (pdf) to an account. The name of the invoice is 1388-advertiserx-July.pdf - but I can't find it using the search function for any of these terms: 1388 1388-advertiserx 1388-advertiserx-July.pdf

    • Tip #17: How to mandate partial payment for your appointments

      When you require partial payments during the booking process, customers can only schedule with you after paying a certain amount in advance. This deposit acts as a commitment between both parties. Apart from that, it has many more advantages. Benefits

    • Why option for 'include form submission in the body of the email' check box is missing

      Hi In all our forms we have configured an <Email Notification> (<Rules> <Form Rules>) In some forms, there is an option to <include form submission in the body of the email> in the <Additional Options> section, however, this option is not available in

    • Mozilla Vault extension will not Unlock even once.

      I have been using the Vault extension in Chrome based browsers for years, yet after installing the Mozilla Extension in Firefox, it will not unlock. Initially it did redirect me to log into my account, and then enter the master password. However, it did

    • Unable to Download CRM Contact Data: WorkDrive Integration Issues

      ## Problem Description We need to let users download contact information from CRM as CSV files to their local computers. Since we couldn't implement a direct download option, we're trying to use WorkDrive as a workaround - but we're encountering issues

    • Sort mail by name and subject

      I don't see sort function on columns FROM and Subject. I see only sort functio by date. Could add it ?

    • Zoho Creator monthly roundup - September 2024

      Hello all, We're back with an exciting set of new features and enhancements that will elevate your Creator experience even further. In case you missed it, we’ve recently revamped our Product Roadmap page, now with a refreshed design and showcasing all

    • Kiosk Studio Session #1: View paid customers in the same industry

      Update | 15 Oct 2024: Session #2 is now available here! Hello everyone! We're excited to launch our new series of posts on Kiosk Studio today. Called Kiosk Studio Sessions , these posts will be packed with actionable ideas to help you get the most out

    • Issues hosting Zoho Desk Web Form on SharePoint and/or Power BI

      Zoho Desk onboarding support has no experience with embedding their web form in either SharePoint or Power BI. Microsoft states that SharePoint and Power BI only support iframe HTML. And unfortunately, the web form embed code that Zoho generates is not

    • Next Page