Monthly Release Round-up - July 2023
Hello everyone,
We are happy to share a quick overview of the features and enhancements that were released last month.
Additional options included for automatic spam detection
While setting automatic spam detection, admins can choose from the following options to be more precise while declaring the ticket and/or the contact as spam:
- Mark only the suspicious tickets as spam and not the associated contacts.
- Mark both the Ticket and Contact as spam.
- Mark the tickets as spam, however do not mark the contact if they have other valid Tickets.
Enhancements in Guided Conversation
The following inclusions were made in the Guided Conversation:
Introducing Location block in Guided Conversation
Location block is a question block that allows customers to share their live location or addresses of places during the chat session. The location can be viewed in Map and the coordinates can also be shared. Help Doc
View performance of GC flows with Flow Metrics
Admins can monitor the number of users that entered the flow, participated in the chat, the route they chose, the choice block they prefer and more using the Flow Metrics. Use the information to improvize the flows for better adoption and increased usage. Help Doc
Notify help center users upon deactivation
Until now, help center users where sent email notification when they are deactivated from Zoho Desk. This was done by default. Now, admins can turn off the notification from the Setup > Channels > Help Center > Help Center Permissions.
Allowing public comments on Knowledge Base articles
Visitors or customers can post a comment in the articles which can be viewed and answered by other users promoting a platform for discussion. Agents can respond to the comments, convert them to tickets that can be followed-up by the customers themselves. Other customers who have similar issues can quickly find a solution by referring to the comments. Additionally, there is an option to tag the exact heading of an article, that specifically helps readers highlight a section they find incomprehensible.
Hour time slot provided to define Idle timeout
Currently, idle timeout for agents can be set in minutes ranging from 5 to 55 minutes. Now, an additional hour slot has been added with a maximum limit of 8 hours. The maximum idle time slot can be set as 8 hours and 55 minutes.
Under article insights one can see the number of views, likes, and dislikes received on each knowledge base article. Overtime, the content of an article is modified either with new details or removal of obsolete points or a complete revamp of the content. In such cases, its best to capture fresh insights to know readers feedback. To facilitate this, we are now allowing resetting of views, likes, and dislikes for each article.
Hope you find this useful.
Regards,
Anumita Gupta
Zoho Desk | User Ed
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
Anumita Gupta
Sticky Posts
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 emailAnnouncing 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!Announcing the Happiness Rating 2.0!
Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates. Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below theWebinar 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 serviceEdit 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
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 WorkDrive Resources
Zoho Campaigns 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