Easy ticketing from within the IM module
IM'ing (Instant Messaging) Feature Story Series
Featurecast Story 20 - Transform conversations into tickets
Easy ticketing from within the IM module
Conversations to tickets
There are two types of ticket conversions available in instant messaging
• Manual ticket conversion
Most support desks create tickets for customers who send messages about problems they've encountered. Agents typically ask for the customer's name or email address to locate and open their contact file and then submit a ticket. However, the Instant Messaging module expedites the ticketing process. You can now click the Create Ticket option to load the ticket form within the module, minimizing the customer's wait time.
• Automatic ticket conversion
Convert conversations to tickets in IM using a straightforward setting. You can update your preferences for each help desk instant messaging channel and specify how much time should pass before a conversation is converted into a new ticket.
Please note if the timer selection remains None by default, conversations will not be converted into tickets.
Traditional ticketing
In traditional ticketing systems, when users face an issue, they submit a ticket and wait for a response while the support team manually assesses and prioritizes incoming requests and then provides a solution.
Conversational ticketing has numerous advantages compared to traditional ticketing systems. It enables agents to enhance the user experience by addressing queries and tickets faster.
Conversational ticketing
Conversational ticketing is a customer support system that enables real-time communication between users and support staff via instant messaging.
When you convert a conversation into a ticket, the system ensures that the ticket is appropriately routed to the right agents for resolution. This helps streamline ticket management and improve overall throughput.
This process assists employees by engaging them within their existing work environment, thus avoiding the necessity to switch platforms when managing their open tickets.
Benefits of converting conversations into tickets
Ensure your ticketing system records interactions concerning support and service cases. You can now create a ticket from a critical message in an ongoing business conversation. The ticket can then be shared between the agent and the customer for easy tracking, and their communications are logged in one easy-to-manage thread. Both parties can refer to the ticket in the future.
Prompt response times
Conversational ticketing enhances the speed of resolving issues by offering real-time support to users through self-service prompts. Using technology to identify acute problems and automate frequently asked questions helps agents address all inquiries swiftly, particularly in critical situations.
Unique support experiences
Modern communication platforms offer a more conversational approach than traditional ticketing systems. Zoho Desk personalizes the support process to improve user satisfaction.
Around-the-clock support
The conversational ticketing system allows businesses to offer around-the-clock support through their IM channels. Incorporating automation and real-time support enhances the efficiency of support tickets and enables support teams to deliver timely assistance to users.
Final thoughts
Customers today prefer communication channels that offer fast assistance without creating obstacles or reducing efficiency. The shift to conversational ticketing is gaining momentum. Still, these systems must be integrated with existing IM platforms such as WhatsApp, Telegram, FB Messenger, LINE, and WeChat to effectively connect end users with support teams.
Choose the right support ticketing software: Zoho Desk streamlines ticket management and enables you to automate and optimize your help desk process for enhanced efficiency and convenience.
There's more to come, so please watch this space for more IM feature stories.
Until next time,
Kavya Rao
The Zoho Desk Team
Until next time,
Kavya Rao
The Zoho Desk Team
Access your files securely from anywhere
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Kavya Rao Addepalli
Sticky Posts
Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics whichRegister for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our featuresShare your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.Zoho Desk Community Meetups 2019 - Canada
Hey there! Are you making the best use of Zoho Desk? Do you think meeting and learning from other Zoho users in your city would help? If yes, then Zoho User Group Meetups is the right place for you! We're happy to announce our first Zoho Desk User Group meetups in Toronto, Montreal, Quebec City, Calgary, and Vancouver. These meetups are a great place to meet local Zoho users, Zoho Desk product experts and partners, all under one roof. Join us as we discuss some key Zoho Desk features and shareTip #1: Learn to pick the right channels
Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal. When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues.
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho DataPrep Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Phone Number Format Change - Bulk Add Country Code and Remove Dashes
In the past I would create a new customer in my Zoho Books, and enter their phone number in the format customary for the USA (that's where we are domiciled): Areacode-Prefix-Number 234-456-6789 This scheme is important as many other software packagesUser Tips: Auto-Create Opportunity/Deal upon Quote Save (PART 1)
Problem: We use quotes which convert to sales orders but Users / Sales Reps do not create opportunities / deals and go straight to creating a quote. This leads to poor reporting. Implementing this solution improves reporting and makes it easier for users.Why wont Zoho Support Grammarly!! --- PLEASE VOTE FOR THIS to show Zoho we need this
The spell check and grammar in ZOHO are so buggy and a waste of time. Please support Grammarly! I'm sure I'm not the only one — there are other CRMs that support this. If you're not planning to add this feature, Please let others know before acceptingTracking Agent Diligence in Updating Records
Our organization mainly focus on B2B. While we've implemented automations like pushing info from web forms into CRM, we often get info from events and individual networks. The complete/updated info relies in the agents who directly interacts with them,Automating Custom Web Link Messages to Customers via Instant Messaging in Zoho Desk
Hello, I am looking for assistance with Zoho Desk's Instant Messaging feature. Is there a way to automate the sending of a custom web link to customers every day at 6:30 PM? Any guidance or suggestions on how to achieve this would be greatly appreciated.Categorise Attachments
We take ID, proof of address, right to work documentation and more. I can upload a single file in to field, but we often receive multiple files for each category e.g. someone may send a separate file for the front and back of their national ID card. My team don't have time to manipulate the files in order to upload them as a single file. The options, as far as I can tell, would be to create additional fields on attachments in order to categorise what the file is, or to be able to upload singleHow to autorespond for inactive users?
Hi, we have a few inactive users that we would like to set up an autorespond to the sender telling that the email addresses are no longer active. How can we do that?Mass Action Button Script
Hi all, I've been trying to search a lot of places for a solution on how to do a button placed at the "Mass Action Menu" and thus only updating multiple CHOSEN records at once. After finding no success whatsoever, I decided to just run and test whateverError 553
Hello how are you? I'm having trouble sending email. This message appears whenever I try to send an email. I'm receiving emails normally, but I just can't send themImplement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?Zoho Desk Validation Rule Using Custom Function
Hi all, I tried to find the way to validate fields using custom function just like in Zoho CRM but to no avail. Is there a way to do this?Confirmation prompt before a custom button action is triggered
Have you ever created a custom button and just hoped that you/your users are prompted first to confirm the action? Well, Zoho knows this concept. For example, in blueprint, whenever we want to advance to the next state by clicking the transition, it isHow do we add Google Analytics code to Zoho Bookings scheduling pages or the thank you page?
We need to track user activity on individual Bookings' pages and/or the thank you pages? How do we do this?Zoho Sheets working offline
Hi, I am looking for the ability to work offline in Zoho Sheets, but currently I cannot find the process to complete this. Does someone have any ideas or steps I might have missed? Also does Zoho Sheets have the "Format as Tables" function as is currently in MS Excel 2016?? Many thanks.Field Updated based off Call Status
I'm trying to create a Field Update where: When Call Status is Completed Lead/Contact/Account Description field with the information in the "Outcome Of Outgoing Call" Description field. Once our sales team finishes their calls and they add a descriptionRepeating Sections in Writer
I am wondering if it's possible to create repeating sections or text boxes of a document based on a merged subform fields coming from Zoho Forms. We are currently using excel to dynamically create a legal PDF document based on input fields in anotherImportant update in Zoho Forms: Enhancements for improved email deliverability
Hello, form builders! We would like to inform you about some changes we're making in Zoho Forms to ensure the deliverability of your outbound emails. Changes to Gmail policies Gmail has updated its DMARC policy which quarantines emails sent with gmail.comError 403: Forbidden When Updating Email Signature via API
Hi Zoho Desk team, First, congratulations again on the excellent Zoho API. But, I’m encountering an issue while attempting to update an email signature via the API. Whenever I make a request to update the signature, the response returns an HTTP 403 ForbiddenWhy hasn't Zoho CRM For Everyone been rolled out?
I don't understand the point of rolling out new features so slowly after a big fanfare launch 8 months ago. I've signed up for 'early access' and also contacted my point of contact, but nothing. Not even an auto reply. Would you say that this is goodCanva Integration
Hello! As many marketing departments are streamlining their teams, many have begun utilizing Canva for all design mockups and approvals prior to its integration into Marketing automation software. While Zoho Social has this integration already accomplished,Can I print a set of record templates as a single pdf?
I have a record template formatted as a gift certificate. I can email a single gift certificate to each recipient, but I also need to print the whole batch for the organiser, and they won't want 40 separate files. The layout needs to be identical, soTime Zone Sending in Marketing Automation
Good day...can anyone share if they have been able to get sending via Time Zones to actually work? Our data is 99% perfect, with all the time zone criteria met, yet the results are completely off target when we try to use it. We've had varied resultsCombine Small Pie Slices in Pie Chart
Hello, I am trying to make a pie chart showing our sales in each of our product categories. The problem is that we have over 80 product categories, and not that much room from which to look at it. I am wondering if there is a way to combine the smallestWhich are the IP addresses to use for 'split delivery' with Office 365? (Zoho mail inbound gateway)
Hi, I'm trying to set up 'split delivery' (email routing) with Office 365. I'm following the instructions to set up Office 365 as the primary server (https://www.zoho.com/mail/help/adminconsole/coexistence-with-office365.html) One of the prerequisitesZoho Desk Onboarding Assistance - How to do bulk taging
Hi How to apply a particular tag to multiple tickets in one go.Round robin not processing backlog tickets
We set up a round-robin for one of our departments which initially worked, but something seems to have broken during the 'tweaking' process as it will no longer assign backlogged tickets of any kind. (I've included images of the settings.) Based on theMerge Tickets Directly from Contact Page in Zoho Desk
Dear Zoho Desk Support Team, We are writing to request a new feature that would allow users to easily merge tickets directly from the contact page in Zoho Desk. Currently, the only option to merge tickets is from the Tickets list view page, which canText snippet
There is a nice feature in Zoho Desk called Text Snippet. It allows you to insert a bit of text anywhere in a reply that you are typing. That would be nice to have that option in Zoho CRM as well when we compose an email.when I open my sheet ,it always start at "A1" despite I left it at "N234"
when I open my sheet ,it always start at "A1" despite I left it at "N234" Is it possible to make the sheet open where I left it?Leistungsdatum in Rechnungen (Zoho Books)
Hallo, ist es irgendwie möglich den Leistungszeitraum in der Rechnung aufzuführen? Beste Grüße AleksWhy is this an Invalid Collection String Error?
Here's the code snippet: Enddate = EventEnd.toDate("yyyy-MM-dd"); EventCollection = Collection(); EventCollection = zoho.crm.searchRecords("Events", "(End_DateTime:starts_with:"+Enddate+")"); for each eventday in EventCollection { //create a list of eventsNot possible to remove mandatory system fields?
Is there no way to make things like under Calls "Call Duration" or "Call Start Time" or under Potentials "Close Date" not mandatory? These fields are useless for my organization and waste time but the box is grayed out to not make them mandatory. It'show to create a company without an assigned owner
In my company we are reassigning accounts and we need to leave some companies without an owner to review their potential and then assign them, but the options that appear in owner require that they be assigned to a seller, how to leave them without anZDC Hackathon 2024 Category-wise Winners !
Zoho CRM Client Script Hey everyone! After rigorous evaluation by our 14 expert judges, we’re beyond excited to announce that two incredible teams have won the Zoho CRM Client Script – Product Category award for their outstanding innovations! Team 1:What does "Tickets for Review" do?
What is the purpose of the va nilla view " Tickets for Review?"Firebase Functions integration
Hello Zoho Team, Please advise how I can configure SMTP in my account to facilitate Firebase-triggered email functions. Please note that I desire to send an email with a JSON object collected from Firebase Firestore and included in my mail to forwardHow to provide recommended KB articles in the welcome message
I'm new to Zoho and am looking to replicate something I did for a previous employer. I want all newly created tickets to receive an automated welcome message that includes a few recommended articles from our knowledge base. Ideally there would be a wayZoho Desk View Open Tickets and Open Shared Tickets
Hi, I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department. Currently my team has to swich between two views (Open Tickets and Shared Open Tickets).No more IMAP/POP/SMTP on free plans even on referrals with NO NOTICE
Outraged. Just referred a colleague to use her domain (not posting it publicly here) to Zoho, just as I have other colleagues, clients, friends. Expected the exact same free plan features as I have and as everyone else I ever referred got. I was helpingJoin us at the Canada ZUG Meetup: What’s New in Zoho CRM
Hello Zoho Community! Start your year with fresh insights into Zoho CRM’s latest updates and tools. Whether you're a CRM beginner or a experienced user, this meetup is crafted to help you optimise your processes and leverage new features. Explore practicalNext Page