Ask the Experts 2: A 5 hour online Q&A on advanced process automation

Ask the Experts 2: A 5 hour online Q&A on advanced process automation




Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

In this month's Ask the Experts, we would cover the following areas of Automation in Zoho Desk: 
  • SLA
  • Workflows
  • Supervise Rules
  • Macro
  • Custom Functions
  • Blueprint
Post your questions/ doubts/ suggestions on the topic and our experts will answer your questions, real-time, along with their expert suggestions and pro-tips on 29 November 2018 from 6:30 - 11:30 AM PST


Note: This is NOT a webinar. This event is a text-based discussion on the Zoho Desk community where our experts will field your questions for five hours straight. Start posting your questions as comments below. 

P.S.: Unable to view the comment box? Use the Sign in option above to view the comment section and start asking. 

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