Maintain consistency in ticket responses with shared snippets

Hello everyone!

We are excited to announce that our highly anticipated snippet sharing feature is now available to all users.

As you know, snippets are pre-defined message templates, or canned messages, that help agents respond to tickets with efficiency. Snippets make it easy to answer common questions without worrying about inadvertent errors in the response.

Now, we've made snippets even more convenient!

Often, tickets are shared within an organization, escalated to superiors, or transferred between agents. In these cases, the tone, content, and context of the response is likely to change.

While every individual has their own style of expression, it is crucial to maintain consistency in responses to customers.
If a ticket is escalated or assigned to different agents, it can be jarring for a customer, especially if they've become accustomed to a particular interaction style. This inconsistency may lead to confusion, frustration, or even a loss of confidence in the support process.

To address this, we now provide the option to share snippets with other users in an organization. Sharing snippets will help organizations maintain uniformity in responses sent to ticket requestors.

Agents or users can only see snippets that have been shared with them, along with snippets they've created.
Note: Shared Snippets is available in the New UI.

Different types of snippets can be created and snippet usage can be regulated based on the circumstances.

When creating a new snippet, the user has the option to share the snippet with others or keep it private.

To ensure uniformity, shared snippets can only be edited by the creator.

To learn more about creating and sharing snippets, please refer to our help doc.

Regards,

Sneha | Desk User Ed

Access your files securely from anywhere

Zoho Developer Community

New to Zoho LandingPage?

Access Zoho LandingPage

Zoho LandingPage Resources

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Tout forum

France ZUGs

Zoho SalesIQ Resources

Sticky Posts
Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service
Customize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green
Edit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important
2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
Announcing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!