We're excited to announce four instant messaging ticketing channels—WhatsApp, Telegram, LINE and WeChat—for Zoho Desk. Integrating with these applications lets you receive and respond to real-time requests from customers through these popular platforms.
Globally, there's an increasing preference for non-call, synchronous customer support channels. These four applications have a combined active user count of almost 3.8 billion. We believe it would make for excellent customer experience if customers can create and track support requests from applications that they're familiar with and use on a daily basis.
Here are some FAQs about IM channel integrations which we hope will give you more clarity, encourage you to set up instant messaging support channels, and future-proof your customer service operations.
1) Are these direct integrations?
Yes. WhatsApp, LINE, Telegram, and WeChat are direct integrations within Zoho Desk.
2) What Zoho Desk editions will IM channel integrations be available for?
IM channel integrations will be only available on our Professional and Enterprise editions.
3) Will it cost extra?
Yes. While Zoho Desk does not charge you for the integrations, there are carrier fees that these applications charge per outgoing message. The outgoing messages counter will be reset every month.
a) The first 5000 outgoing messages will cost 0.005 USD per message.
b) Each outgoing message post 5000 messages will cost 0.003 USD per message.
c) The cost of WhatsApp template messages varies based on region. Please check here for details.
For LINE, Telegram and WeChat:
There are no carrier fees for now.
4) How do I pay?
You will be able to pay for outgoing messages using credits. 1 credit = 2 USD. With 40 credits (80 USD), you can send 10,000 outgoing messages.
5) How many IM channels can I set up?
In the early access program, by default, we will enable one IM account to be linked with each department. So, a business on the Zoho Desk Enterprise edition will be able to link 30 IM accounts.
6) Will automations be possible?
Yes. All automations that are possible for tickets created through other channels, such as email or social media, will be possible for tickets created through instant messaging channels.
To get early access to our IM channel integrations, please request early access below.
Our support team will grant access and provide you with the required help documentation once you register.
Note: The IM channel integrations are still in beta, so please bear with us as we're refining them. We welcome your feedback so we can improve the IM channel integrations and we consider your feedback invaluable in helping you deliver exceptional customer service.
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
Zoho Desk: Scheduled Maintenance on 8 August 2021
Hello, everyone! Warm greetings from the Zoho Desk team. We have planned scheduled maintenance activity on 8 August 2021, around 11:00 am IST. It might engender downtime from 0.25 to 4 minutes for a few customers in the US data center. We do not expect
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