Introducing Geolocation for Zoho Desk

Hello all,

Exciting news! We have recently launched our new extension, Geolocation for Zoho Desk, in our marketplace. With Geolocation, now you can upscale your agents' productivity and provide a better customer service experience.

Here are some major benefits of using the Geolocation extension:

Admins can track the current location of their agents on Google Maps and assign support tickets to those closest to the customer's location.
The navigation tool within the extension helps agents to locate the customers and plan efficient routes, so they can provide prompt service.
With real-time tracking and sync over mobile and the web, Admins can connect with their agents, regardless of location.

With this extension, you can:

Share agents' live location

Agents can share their live location with Admins by installing the Geolocation for Zoho Desk extension in the Radar app mobile application. Live location sharing helps Admins assign support tickets from those customers that are closest to their current location. This helps agents reduce travel time and provide quick service.

Easily navigate to the customer's location

Agents can easily navigate to the customer's location by referring to the route map. The extension will display the customer's location, based on the address details captured in the Desk portal, and plot the route between the agent and the customer's location.

Efficiently track agents and assign tickets

The extension helps Admins to track their agents and assign support tickets based on an agent's geographical location on the map. This can be done in three ways:

Subtab

Track and assign support tickets to agents within the ticket's detail view in a separate subtab right from the Desk portal!

Topband

In topband, Admins can apply filters for the agent's assigned and unassigned tickets and view the results on the map. In addition, Admins can view the agent's location on the map. This way, they can narrow down their support ticket searches, and view plotted routes on the map, without navigating to the ticket's detail view every time.

Radar app

Admins can track and assign support tickets in the Radar app.

To learn more about the complete setup and detailed process of the Geolocation extension, kindly refer to our help document.

We're thrilled to finally share our new extension with you! We believe the Geolocation extension, now available in our marketplace, will help you enjoy your experience with Zoho Desk even more!

The extension is available for all users. Give it a try and let us know your feedback.

Have a great day.

Regards,

Varsha P