Tips & Tricks #09 Automatiseren met Zoho Desk Deel 1
Beste Community leden,
Zoals jullie weten hebben we in Nederland een woningtekort. Een oplossing hiervoor is de hoogbouw. Echter, om de de hoogte in te gaan moet er ook voor de juiste faciliteiten in flats worden gezorgd. Problemen kunnen we allemaal wel bedenken: de afvoer raakt verstopt, de lift is defect of het warme water werkt niet. Om dit op te lossen hebben we verschillende mensen nodig: een elektricien, loodgieter, rioolservice.
We willen natuurlijk dat onze problemen zo snel mogelijk kunnen worden opgelost. Dit kan gemakkelijk gedaan worden door het proces uit te schrijven en dit te automatiseren. Aan de hand van een voorbeeld zullen we jullie uitleggen om het proces te automatiseren met Zoho Desk.
De Zalmhaventoren, het hoogste gebouw van Nederland, bevat maar liefst 256 appartementen. Stel dat de verlichting van verdieping 49 ineens niet meer werkt, je wilt dit zo snel mogelijk melden, zodat het gerepareerd kan worden. Dit kan door bijvoorbeeld op elke verdieping en elke kamer een specifieke QR code op te hangen. Door de QR code te scannen kun je je probleem melden en zal de desbetreffende partij een melding ontvangen, in dit geval de elektricien. De elektricien zal binnen 24 uur langskomen om het probleem op te lossen.
Hoe ziet dit er nou uit in Zoho Desk?
- Binnenkomst van probleem en toewijzing naar de juiste afdeling
- Melding naar de juiste persoon
- 24 uur de tijd om het probleem op te lossen anders een escalatie.
Zoho App Mapping
Vereisten | Aanbevolen applicatie van Zoho |
Klacht invoer | Zoho Forms |
Toewijzen van agenten en probleem escalatie | Zoho Desk |
Deze use case kan worden opgelost door gebruik te maken van Zoho Forms en Zoho Desk, waarbij Zoho Forms kan worden gebruikt om het klachtenformulier te maken en Zoho Desk de verzamelplaats is voor alle klachten als tickets.
Het proces verloopt als volgt:
Een huurder scant de QR-code die beschikbaar is op elke verdieping van het gebouw om toegang te krijgen tot het klachtenformulier (dat is aangemaakt in Zoho Forms), om een klacht in te dienen. Zodra de huurder het formulier indient, wordt een ticket aangemaakt (in Zoho Desk) voor de klacht. Het aangemaakte ticket wordt toegewezen aan één van de medewerkers met behulp van de Round Robin toewijzingsregel. Zodra het ticket is toegewezen, ontvangen zowel de huurder als de medewerker aan wie het ticket is toegewezen een notificatie met relevante details. Vervolgens zal de medewerker het probleem aanpakken door de geschikte technici te sturen om het gemelde probleem op te lossen.
Er kan een eenvoudig formulier met alleen een naam en e-mailadres worden gemaakt of een complex formulier dat meerdere velden bevat om gedetailleerde informatie vast te leggen, zoals de problemen waarmee de huurder wordt geconfronteerd, de prioriteit van het probleem en enkele andere redenen kunnen ook gemakkelijk in Zoho Forms worden gemaakt.
Zoho Forms
Zoho Forms is een eenvoudig te gebruiken tool om formulieren te maken, zonder dat er downloads of installaties nodig zijn. Je kunt een formulier maken, delen en beginnen met het verzamelen van gegevens in slechts enkele minuten. Zoho Forms is toegankelijk vanaf laptops, tablets en mobiele telefoons.
Klachtenformulier maken in Zoho Forms
Met Zoho Forms kun je formulieren maken met een eenvoudige drag-and-drop optie.
- Begin met het geven van een formuliernaam (de gebruiker wordt doorgestuurd naar een formulierbouwpagina).
- Voeg de nodige velden toe om informatie van je huurders te verzamelen.
- Sla het formulier op.
Zoho Forms biedt kant-en-klare formulieren die geschikt zijn voor verschillende gelegenheden. Een nieuw formulier kan binnen enkele seconden worden gemaakt met behulp van deze sjablonen.
Klachtenformulier
Een URL en een QR-code worden gegenereerd voor het aangemaakte formulier onder het tabblad Delen, dat in een png-vorm kan worden gedownload. De gedownloade QR-code kan worden afgedrukt en op alle muren van elke verdieping van het appartement worden geplakt voor de huurders.
De volgende stap is het integreren van Zoho Forms met Zoho Desk. Dit lees je in de volgende Tips & Tricks van Zoho Desk.
Access your files securely from anywhere
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Recruit?
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
Sukhpreet Singh
Sticky Posts
Doe mee aan de Zoho Desk Meetup op 7 maart in Antwerpen
Beste Community leden, Wij nodigen jullie graag uit voor de Community Meetup van Zoho Desk! Op 7 maart komen we bij elkaar in Antwerpen, samen met een klant en de Zoho Experts van Brainsolutions. Onze experts zullen een live demo presenteren en jouw vragenDoe mee aan de Zoho Desk Meetup op 16 Februari in Utrecht
Beste Community leden, Wij nodigen jullie graag uit voor de Community Meetup voor Zoho Desk! Op 16 februari komen we bij elkaar in Utrecht, samen met Fleetkennis en de Zoho Expert van Mobile XL. Onze experts zullen een live demo presenteren en jouw vragenWat is er nieuw in Zoho Desk 2023
Beste Community leden, Hoeveel je ook van je klanten en je werk houdt, als klantenservice medewerker zul je zeker een aantal zware dagen tegenkomen. We hebben het dan over de dagen dat je een paar keer op de snooze-knop drukt, koffie morst op je favorieteTips & Tricks #10 Automatiseren met Zoho Desk Deel 2
In deel 1 van het automatiseren met Zoho Desk las je een use case over een probleem in een appartementencomplex en hoe dit door gebruik te maken van Zoho Forms en Zoho Desk kan worden opgelost. In deel 2 lees je meer over het integreren van Zoho FormsTips & Tricks #09 Automatiseren met Zoho Desk Deel 1
Beste Community leden, Zoals jullie weten hebben we in Nederland een woningtekort. Een oplossing hiervoor is de hoogbouw. Echter, om de de hoogte in te gaan moet er ook voor de juiste faciliteiten in flats worden gezorgd. Problemen kunnen we allemaal
New to Zoho TeamInbox?
Zoho TeamInbox 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
Does Zoho Writer have Dropdowns
I want to add a drop down field in Zoho writer. Is this possible?openUrl in blueprints
My customer wants to open a URL at the end of a blueprint transition. Seems this isn't possible right now but it would be very useful. In this thread, https://help.zoho.com/portal/en/community/topic/openurl-not-working the Zoho agent said that it's logicallyDropshipping Address - Does Not Show on Invoice Correctly
When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company beingPrepayment of a sales order
How does everyone handle this common (at least it is common for us!) situation? We require all our orders to be fully prepaid before shipment since we manufacture made to order, custom products. Since ZOHO does not allow a sales order to be prepaid, we are forced to create an invoice at the time an order is placed to allow the customer to pay it. Our sales category is therefore skewed, since the sale was actually booked at the time an order was placed, rather then at the time it is shipped, whichAccess to Specific Zoho Desk layout for external parties
Hi, We have a partner who handles for us sales requests from specific markets. He is not a Zoho Desk user. But we want him to b part of a specific Zoho Desk layout to handle inquiries. How to achieve it in the easiest way possible?Deposit on a Sales Order
Good day, 100% of my business is preorders, no inventory. I am trying to run away from QB for one of my businesses, but I require two options that I don't seem to find with Zoho Books. 1 - If there is a way to apply a deposit on a sales order, as withBulk Delete Attachments
Is there a way to bulk delete attachments on the form entries? our storage is full and deleting files one by one is pain taking process.How do I sync multiple Google calendars?
I'm brand new to Zoho and I figured out how to sync my business Google calendar but I would also like to sync my personal Google calendar. How can I do this so that, at the very least, when I have personal engagements like doctor's appointments, I canAbility to Disable System Banner Messages in Chat Flow Control
Dear Zoho SalesIQ Team, Greetings, We would like to request an enhancement related to the system banner messages in Zoho SalesIQ chat flow control. Current Behavior: SalesIQ allows configuring various automatic banner/system messages such as: WaitingIdle Chat Reminders for Agent-Handled Conversations
Dear Zoho SalesIQ Team, Greetings, We would like to request an enhancement to the Idle Chat Handling functionality in Zoho SalesIQ—specifically for chats that are handled by human agents after a bot-to-agent transfer. Current Behavior: In Zobot settings,Snapchat
Are there any plans to add Snapchat to Zoho Social or is there any API that we can use to integrate into Zoho.Zoho Sign "An unexpected error occured" when clients trying to sign documents
We are unable to have clients sign our documents. When attempting to complete the process an error appears saying "an unexpected error occured" and in the document history just shows "signing failure." We are at a complete standstill with no response¡Vuelven los Workshops Certificados de Zoho a España!
¡Hola usuarios de Español Zoho Community! Hace ya unos días que hemos dado la bienvenida al 2026, y promete ser un año de lo más emocionante. Y es que nos gustaría haceros nuestro particular regalo de Reyes, aunque lleguemos un poco tarde. 🎁 ¡Nos gustaríaHow to list services on quote instead of products
I need to create a customer facing estimate that displays our services. The default quote layout only allows products to be listed. Is there a way to correct this?Syncing calendar with Google Calendar doesn't work when events are sent to auto repeat
Hi... The ZOHO CRM -- GOOGLE CALENDAR sync is broken. If I create a single event on either side, sync works, but if I create an event with auto repeat on either side it doesn't work. Furthermore, events created before the sync don't show up in the calendar.Invoice status on write-off is "Paid" - how do I change this to "Written off"
HI guys, I want to write off a couple of outstanding invoices, but when I do this, the status of the invoices shows as "Paid". Clearly this is not the case and I need to be able to see that they are written off in the customer's history. Is there a wayZoho Books - France
L’équipe de Zoho France reçoit régulièrement des questions sur la conformité de ses applications de finances (Zoho Books/ Zoho Invoice) pour le marché français. Voici quelques points pour clarifier la question : Zoho Books est un logiciel de comptabilitéCreating meetings from an email
Hi. Similar to Outlook, it would be helpful if a meeting can be scheduled from an email so that the attendees need not be manually entered every time it's created.Please, make writer into a content creation tool
I'm tired of relying on Google Docs. I'm actually considering moving to ClickUp, but if Writer were a good content creation tool instead of just a word processor, I would finally be able to move all my development within the Zoho ecosystem, rather thanZohoSalesIQ.Chat cannot send messages
Chat cannot send messages. Our app implements the customer service chat window functionality by integrating the Mobilisten SDK. Recently, we encountered an issue: after successful SDK initialization and visitor registration, when the `startWithQuestion`Missed chats on WhatsApp closing after one minute
Hi, we have added WhatsApp as a channel. However, if a chat is not picked up within 2mins, the chat is marked as missed and is closed within a minute. Why are they not staying in our "missed" queue for 24 hours as per our WhatsApp preference settings?Feature Request: Add Tax ID Display on Event Tickets
Hello Backstage Team, I’ve had several clients bring up an issue regarding tax compliance when creating events. For tax purposes, they are required to show their Tax ID on the event tickets. Currently, this isn’t an option, so they have to manually generateRelease Notes | January 2026
We have rolled out a set of powerful new enhancements across Zoho Vertical Studio that bring several long-awaited capabilities to your applications. These updates focus on deeper customization, smarter automation, better reporting, and improved usabilityEmail Alias: To keep emails flowing without disruption
Email Alias acts like a nickname for a user’s primary email address, allowing multiple email addresses to deliver messages into the same mailbox. Consider the scenario where an employee manages multiple responsibilities, such as responding to sales inquiries,Archive Option in Conversation View
Hello, I have a suggestion\request to add an "Archive Thread" button in conversation view of Zoho Mail. The best suggestion I have is to put an "Archive Thread" button next to the "Label Entire Thread" button in conversation view. Most users don't justInventory "Bulk Actions" button - add more fields to "Bulk Update > Select a field"
Can we not get a lot more actions that are commonly used by customers into the "More Actions" button on the Inventory list? More fields listed in the Bulk Update > Select A Field? Possible Bulk update Fields Preferred Supplier ( to quickly move itemsBulk upload image option in Zoho Commerce
I dont know if I am not looking into it properly but is there no option to bulk upload images along with the products? Like after you upload the products, I will have to upload images one by one again? Can someone help me out here? And what should I enterFunction #11: Apply unused credits automatically to invoices
Today, we bring you a custom function that automatically applies unused credits from excess payments, credit notes, and retainer payments to an invoice when it is created. Prerequisites: Create a Connection named "zbooks" to successfully execute the function.Tip #60- Exploring Technician Console: Screen Resolution- 'Insider Insights'
Hello Zoho Assist Community! Have you ever started a remote session and felt the screen quality wasn’t sharp enough for detailed work? A new user recently explored Zoho Assist after installing the trial version and running a few initial tests. While theRight Moment, Right Message, Right Operator: Never Miss a High-Intent Lead
Ever been on a website or app, thinking “Should I buy this or not?” and suddenly a friendly message “Hi! How can I help you?” pops up at the perfect moment? That’s not luck. That’s timing done right. Engaging right visitors at the right moment, with theCRM x WorkDrive: We're rolling out the WorkDrive-powered file storage experience for existing users
Release plan: Gradual rollout to customers without file storage add-ons, in this order: 1. Standalone CRM 2. CRM Plus and Zoho One DCs: All | Editions: All Available now for: - Standalone CRM accounts in Free and Standard editions without file storageZoho CRM Workflow Automation: Activate & Deactivate Workflows Using API
Zoho has now enabled: ✅ Activate / Deactivate workflows using API ✅ Schedule workflow activation & deactivation This is extremely useful for real-world automation use cases 💡 🧩 My Use Case I created a scheduled automation that: ☀️ Activates workflows{Action Required} Re-authenticate your Google Accounts to Continue Data Sync
Hello Users! To align with Google’s latest updates on how apps access files in Google Drive, we’ve enhanced our integration to comply with the updated security and privacy standards, ensuring safer and more reliable access to your data. With this update,Function #53: Transaction Level Profitability for Invoices
Hello everyone, and welcome back to our series! We have previously provided custom functions for calculating the profitability of a quote and a sales order. There may be instances where the invoice may differ from its corresponding quote or sales order.Project-Based Inventory Consumption and Proforma Invoice in Zoho ERP
While working with customers across different industries, we have identified a few functional questions and gaps that commonly arise—especially for project-based and service-oriented businesses. Many organizations, such as those in shipping, construction,[Free Webinar] Zoho RPA - OCR, PDF Automation, & More
Hello Everyone! Greetings from the Zoho RPA Training Team! We’re excited to invite you to our upcoming webinar on the latest release updates for Zoho RPA, where we’ll unveil powerful new capabilities designed to make your automation journey smarter, faster,Zobot Execution Logs & Run History (Similar to Zoho Flow)
Dear Zoho SalesIQ Team, We would like to request an enhancement for Zoho SalesIQ Zobot: adding an execution log / run history, similar to what already exists in Zoho Flow. Reference: Zoho Flow In Zoho Flow, every execution is recorded in the History tab,Global Search Settings
I'd love a way to remove some modules from being included in the global search. This would allow use to provide a better user experience, limiting the global search to only those modules that are regularly used removing any models used for backgroundCard Location in Zobot
Hello, when using the “Location” card in a codeless builder Zobot, the behavior in WhatsApp is inconsistent. When asking the user to share their location, they can type a message, which will return the message “Sorry, the entered location is invalid.Automation Series: Auto-create Dependent Task on Status Change
In Zoho Projects, you can automatically create and assign a dependent task when a task’s status is updated. This helps teams stay aligned, ensures reviews happen on time, and reduces manual effort. In this post, we’ll walk through an easy setup usingNext Page