Zoho Desk Community Digest - August 2021

Zoho Desk Community Digest - August 2021



New Feature
  • Multilingual support for the ASAP web widget is now available in Zoho Desk.
  • You can now buy Zoho Lens inside Desk with 20% discount.
  • Ticket Archiving - The Ticket Archiving flag is removed as the feature is now enabled for all accounts. 
 
Other Enhancements
  • With the "Contact account multi mapping" feature, you can now add/map more than one account to a contact and also create tickets for multiple accounts with the same contact
  • Change layout action is introduced as an action in the Workflow rule.
  • ZCRMDoUndo encryption has been removed from Webforms and FeedbackWidget.
  • With the introduction of the "Delete" option in CRM Integration, you can now choose to keep the synced records, both in CRM and Desk or you can choose to delete the records when their equivalent is deleted from the other service.
  • FirstName and lastName attributes supported in SAML - You can now set the firstName and lastName of end users via SAML response.
  • The following sections are added to the Community Set Up page.
    • "Visibility" is added as a category with options as All users, Logged in users, Groups, Moderators, and Agents.
    • "Post" and "Response" sections are added with options as, Logged in users, Moderators and Groups.

Important Community Discussions
  • App Spotlight: Typeform for Zoho Desk >>
  • How to do JWT authentication for non-zoho user? >>
  • How to Improve the Customer Service with Zoho >> 

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                                                            • Register for Zoho Desk Beta Community

                                                              With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

                                                            • Share your Zoho Desk story with us!

                                                              Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

                                                            • Tip #1: Learn to pick the right channels

                                                              Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

                                                            • Welcome to Zoho Desk Community - Say hello here!

                                                              Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

                                                            • Webinar 1: Blueprint for Customer Service

                                                              With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing


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