Adding 2nd agent to a ticket
Is there a way to add a 2nd agent to a ticket if they are working together on the ticket?
Or can you only do it by @ mentioning them in a private comment?
Announcing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
Zoho Support: Automate your way to Productivity using Time based Actions
To avoid pitfalls in customer support leading to lower customer satisfaction, longer response cycles, increased support cost, automation and productivity improvements become a must have. In this endeavor we at Zoho Support have bolstered the existing automation options with Time bases Actions and Macros. Time based actions are used to monitor your help-desk for pre-defined actions every one hour. So the next time when you see a massive pile-up of tickets in your help-desk queue, don't fret. Setup
Customize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green
TLS v1.2 Upgrade for Zoho Desk
Keeping your data safe is our top priority. With that goal in mind, Zoho Desk will be discontinuing support for browsers, APIs, and Plugins with old protocols including TLS v1.0 and v1.1. Going forward, we will only support TLS version 1.2. Here's why this is happening. Older versions of TLS don't meet security standards anymore. They have certain vulnerabilities without any viable solutions and are being replaced with a set of more secure protocols. According to PCI standards, TLS 1.2 is the most
A Bucket of Enhancements for the Customer Support Portal
We are happy to roll out a set of enhancements for your Customer Support Portal in Zoho Support. From now on, you can allow your customers to view their organization tickets, customize the portal invitation and specify the default language for your customer portal. View Organization Requests from Customer Portal All this while, users logging into customer portal can view and track only the requests submitted by them. In the enhanced customer portal, they can also view the requests submitted by others
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