Curious to know what others are doing or what best practices are.
We're using Desk for customer support. Most of our tickets are taken care of right away, but there are certain ones in which we follow up with the customer after- usually one week after and one month after. However, there are some with different intervals. These are typically created when our team installs software for a customer. We want to make sure they're using it smoothly, maximizing benefits, and happy with the software after.
Issue 1: Is there a faster way to add to Google Calendar?
We use the integration and reps manually select a date and time, then generally remove the customer email to stop them from getting updates. Is there some way to add a button or have it automatically book something for a week out and a month out?
Issue 2: Is there an easy way to have the customer sent a follow-up email at those intervals?
The current process is that the team leaves the ticket open until their one-week and one-month follow-ups are done and they use Google Calendar to remind them. We're already using Happiness surveys when the ticket is closed, but that's more to rate the service they got. The follow-up is more related to how they're adjusting to the new software. I considered maybe some kind of trigger based on Status- there's already one called "follow up," but the issue here is that there are maybe 10-ish products it could involve and several timeframes- I don't want to gunk up the status field with 40 options. Also, it would be really slick if I could send them a Zoho Survey specific to their product/ software.
If anyone is already doing this or has ideas, I'd love some feedback. Thanks!
Zoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
WhatsApp Pauses Client Onboarding
It has been 4 months since the beta of WhatApp Integration, powered by Twilio, has been released—whereupon we had received a plethora of requests. We were able to onboard a few of them in batches, while other customers are on the queue. At this stage, we have received a notice from Twilio stating that the requested applications are placed on hold, since Whatsapp has paused all the ISV, SI, and ISV/SI customer onboarding process globally. Here’s what this hold means for you: Existing Customers using
Issue: Responses sent multiple times from Zoho Desk
Hi All Im afraid we are facing an issue with Desk where responses from Desk are being sent out multiple times. We have all hands on board and we are working on fixing this. I will be posting a follow up shortly as soon as this is fixed with the RCA. Appreciate your patience in the meantime. Regards Aarty
Layouts just got a whole lot more customizable!
Dear Customers, Layouts help you organize your fields in each module. They help you quickly get to the information you care about the most. Until now, you could modify layouts and create custom fields only at the organization level. Today, we've made layouts more customizable. Each department can now have its own layout. Agents can create and use custom fields within each department, without interfering with those in another department. They can also configure department-specific picklist values
Reach us through our official support channels
Dear Customers, Thanks a lot for choosing Zoho! Our applications are built to help achieve your day-to-day business goals. We are committed to engaging with you, to understand and develop solutions that enhance your productivity. We are happy and ready to help you use our services efficiently. Understanding and avoiding fake support Just like using popular bank names and financial applications for phishing purposes, using Zoho and claiming to be providing support for Zoho services with false contact