WFH Tip 13: Keep your service desk organized and efficient with the Help Desk Zobot

Chatbots aren’t just for customers. They can provide useful support throughout a business, including your service desk. Help desks are responsible for quick resolution of immediate needs and technical issues of end users. They are the hub of your support and they handle tickets, speak to customers and resolve technical difficulties that your customers are facing. The Help Desk Zobot is here to support your stretched service desk. It increases efficiency by helping your operators with feature requests, demo scheduling and connecting visitors to the right operators.

Zobot Capabilities:

24/7 service availability: Visitors can come up with queries at all hours of the day. Staffing your support desk 24/7 to handle these issues, however, is usually not feasible for any organization. These issues must still be addressed because they reduce customer satisfaction. These Zobots can be used to handle monotonous tasks, and to automate common procedures like ticket creation and ticket updation. This frees up your support staff to focus on more complex tickets and resolve them quickly.
Live Chat Transfer: Your prospects can ask the bot to transfer their chats to one of the support representatives of your organization at any time. The Zobot provides an option to do so inside the chat window itself.
Schedules demos: The Zobot can get your visitors' details and preferred time slots and schedule product demos for them with operators of your organization using the Calendar widget.
Creates leads in CRM: When visitors request for a new feature, the Zobot captures the prospects' information like name and email address, and creates leads inside Zoho CRM
Creates and updates tickets in Desk: The Zobot also creates tickets for customers who are facing issues with any product/service and keeps them informed about the ticket status as well.

Bot flow:

How does this Zobot work?

When a visitor lands on the website and matches the trigger criteria, the bot will trigger a welcome message along with the main menu.
Once the bot receives a message from the website visitor, the message handler starts executing where visitors are reactively engaged. All questions from the visitor are handled in the Message Handler.
The combination of messages received from the website visitor will be analysed and stored in the code in the context handler, and the bot will respond to the visitors based on the question they receive from the available answers. The Context handler is also where all the necessary connections are created and invoked.

How to create this bot?

Navigate to Settings > Zobot > Create bot. Add a name, description, choose the website and preferred departments.
Set trigger criteria and enable business hours and operator handoff based on your requirements.
Now, copy the code and paste it inside each handler- Trigger, Message, and Context.
Save the script in all the handlers and then publish the bot and it will be ready to assist visitors on your website.

You can download the sample scripts here. Jump right into our Resources Section and learn more about the Zobot.

Happy Zoboting!

Regards,

Michelle.

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

Topic Participants
Michelle Concetta Fernando

Sticky Posts
Qualify Potential Leads Automatically with SalesIQ Chatbots
Your website may have a lot of visitors every day, but are you struggling to identify your potential leads? You may not know who your ideal leads are just by looking at a website visitor, right? To qualify a lead, you need to know their needs, interests,
OpenAI Alert! Plug Sample #11 - Next-generation chatbots, Zobot + ChatGPT Assistant
Hi Everyone! We have great news for all AI enthusiasts and ChatGPT users! The much anticipated Zobot integration with ChatGPT Assistant is now available with Plugs. OpenAI has introduced 'ChatGPT Assistants' to customize GPT models as per your requirement.
Get live insights on business performance with the SalesIQ TV App - Now available for Apple and Android TVs!
Hello everyone! Let's start with a question - What do you think is the key to a thriving business? Yes, I hear you. It's all about the customers. Success in business often starts with understanding customer needs. But wouldn't you agree that achieving
Deprecation of Google Drive and Sheets connections in Scripts (Deluge)
Hello Everyone, We have an important update for those using the Script (Deluge) platform to build chatbots, widgets, and forms. Google has alerted us about sensitive scopes within the Google Drive and Google Sheets default connections in Deluge. As a
Plug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots
Hi everyone! We're here with another simple yet effective plug for your chatbot to integrate with Zoho Desk. When a customer reports an issue/request during chat, it's logged as a ticket on Desk. When they return for updates, you end up searching through