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Leveraging social media as a support channel has been a challenge for companies large and small. Owing to its high engagement levels, the number of people taking to social media to voice their concerns has been on a steady rise. In response, brands are becoming more aware and strengthening their social support strategies to ensure quicker responses and timely action.
 
At Zoho Desk, we have always recognized the value of social media as a support channel. Over time we've made improvements to our Social module to help you leverage it better and stay on top of interactions on your social media. The revamped Social module structures your social media accounts into "brands". This means, you can now manage Facebook and Twitter pages associated with a given brand, together. By addressing the challenges of the previous version in this revamp, we take you a step closer to efficient social media management. Learn more about it here
 
If you are currently using the Social module within Zoho Desk, here's what you need to know:
 
We are replacing the old Social module and making it mandatory for users to migrate to the new one. When you click on the 'Social' tab within Zoho Desk, you will see a pop-up notification that helps you to migrate to the revamped module (refer to the image below). Click on 'Migrate Now' to proceed. To learn more about how to set up the revamped Social module, please refer to this document. 
 
We understand that this is a considerable change, but we believe it is for the better. We encourage you to migrate to the revamped module at the earliest opportunity. After August 10th 2019, all accounts will be migrated to the revamped version automatically. 
 
Feel free to comment below with questions, feedback or clarifications. We're always looking to hear from you. 
 
As always,
happy ticketing!

Cheers,
Team Zoho Desk

 







2 users like this announcement.
12 Replies
Reply

Hi Vaidehee.

When attempting to migrate, "Sorry, unable to process your request. Try again later."

Thanks,

David

  • 5 years ago

Hi David,

Let me check this case with our product team and keep you posted with an update shortly.


Regards,
Ash

  • 5 years ago

Hi David,

It looks like you've have Zoho CRM-Social integration enabled. Please enable new model in Zoho CRM and then try to migrate in Zoho Desk which would work fine. Please reach out to support[at]zohocrm[dot]com who'd be able to help you with this process.


Regards,
Ash

Thank you Ash, will do, somehow I missed your reply.

Hi Team,

Why is there a limit of 2 Facebook pages and 2 Twitter accounts?

Thanks,
Gav

  • 5 years ago

Sounds Great, I look forward to using it

  • 5 years ago

Hi Gav,

The number of brands are limited because Twitter APIs are chargeable. We are planning to provide a widget to buy brands within Zoho Desk which is expected to be released within a month. Each brand(one Facebook account and one Twitter account) would cost around $5 and we will keep you posted with more updates post release.


Regards,
Ash

  • 5 years ago

What is the process to "enable new model in Zoho CRM"?

Scott

Hi Scott, I kept looking around in CRM setup and had the same question. I ended up finding it by going to the CRM Social tab. Look at the icon on the lower left and click on it.

  • 5 years ago

Is there any way we could get a demo of how this integrates with Zoho Desk and how we can leverage facebook and twitter as support channels for our customers?

Hi Jay

We'd be happy to schedule a quick call with you to walk you through this integration. Please email us a few time slots that'd be convenient for you and we can schedule a call/session at a mutually convenient time.

You can email us at support[at]zohodesk[dot]com.


Regards
Aarti

  • 5 years ago

Hi Scott,

Please try the steps provided by David Haddad or you can reach out to our Zoho CRM team at support[at]zohocrm[dot]com.

______________

@David, Thank you pitching in.


Regards,
Ash

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