Zoho Desk Autumn Release - 2024 — Post 4
Continued from Zoho Desk Autumn Release - 2024 — Post three
Integration
The Zoho FSM extension integrates field service management with Zoho Desk. For example, if a ticket requires on-site service, the extension allows the support agent to convert the ticket into a work order within Zoho FSM, assign the task based on resource availability, and track service history. This integration streamlines field operations and enhances the coordination between support and field service teams.
Help document and availability
Installation and usage guide for Zoho FSM extension for Zoho Desk | Standard and above
Integration of Zoho Desk with Qntrl for seamless task management
Integrating Qntrl with Zoho Desk allows the customers and the agents to plan and track their tasks and requests at ease. When a customer raises a request, it often involves input from multiple teams to achieve the best resolution. This integration streamlines project planning and enhances cross-team collaboration. Agents with Desk and Qntrl access can monitor task progress, gaining clear insights into its status. If there is a critical deadline and there is a delay in one of the tasks, the agents can prioritize the task accordingly and either prioritize it for completion or promptly communicate the delay.
For example, if a travel request is raised, the support agent can create a Qntrl card and link it to the ticket for the operations team to work on this in Qntrl. Any updates made in Qntrl will be immediately reflected in Desk to give agents visibility into the tasks.
Help document and availability
Integrating Zoho Desk with Qntrl | Professional and above
ASAP
Unified ASAP help widget for web and mobile apps
Businesses can customize the ASAP widget for both web and mobile platforms with a single configuration. They can tailor their self-service channels and branding elements to ensure a consistent customer experience.
Help document and availability
Setting up ASAP help widget | Standard and above
Select the module to associate with the ASAP help widget
Users can select specific modules to be displayed on each platform, ensuring that the most relevant resources and information are readily accessible to customers. By choosing a particular module for the help widget, users can tailor the support experience to meet their customers' specific needs.
Help document and availability
Setting up ASAP help widget | Standard and above
Interactive cards, or default widgets, can be added to enhance the ASAP help widget by providing key information and quick access to modules like the knowledge base, community forums, and ticketing systems directly on the home screen. Users can also create custom widgets for personalized information and add separate cards for GC, Answer Bot, and SalesIQ to further streamline customer access and support.
Help document and availability
Interactive cards for the ASAP help widget | Standard and above
Enhance customer interactions by integrating personalized welcome messages into the ASAP platform, offering a warm and informative introduction to your support services. With the new support for welcome messages in ASAP, businesses can now greet customers with a customized message as soon as they initiate a support session. This feature allows companies to set the tone for a positive customer experience from the very beginning.
Help document and availability
Welcome message configuration for ASAP | Standard and above
Secured authentication mechanism for ASAP: JWT authentication
Utilize JWT (JSON Web Token) authentication to ensure a secure and seamless login experience for users accessing ASAP features. JWT-based authentication enhances the security and convenience of accessing ASAP services by implementing a robust single sign-on (SSO) solution. This method allows users to authenticate once and gain secure access to multiple ASAP functionalities—such as the knowledge base, ticket submission, and community forums—without needing to log in separately for each service.
Help document and availability
JWT authentication for ASAP | Standard and above
Custom branding for the ASAP help widget
Businesses can customize the ASAP help widget to match their branding, boosting its visual appeal and recognizability. This customization creates a consistent brand experience for customers, making the ASAP widget more engaging and aligned with the company’s identity.
Help document and availability
Customization of ASAP help widget | Standard and above
Adjustable ASAP widget size
Users can select the size of the ASAP help widget, opting for either a large or small version, without requiring any code-level adjustments.
Help document and availability
Customization of ASAP help widget | Standard and above
Positioning of the ASAP launcher icon
Businesses can specify the position and spacing of the launcher icon, allowing them to place it precisely on their webpage.
Help document and availability
Customization of ASAP help widget | Standard and above
Enhanced ticket features in the ASAP help widget
The ASAP help widget introduces support for multiple layouts, enabling customers to submit tickets in their preferred format. It also enhances ticket management and organization by allowing customers to filter tickets by department, account, priority, and more. Additionally, customers can edit the properties of their own tickets directly in the widget for greater control and flexibility.
Standard and above
Multi-layout support in ASAP
Developer Space
Manage API usage with custom alerts
API usage alerts allow users to set thresholds and receive notifications when API usage approaches these limits. For example, if a company is approaching the threshold of 1,000 API calls per day, they will receive an alert as a precautionary measure to avoid disruptions in service. Users can customize their alert settings by specifying a percentage threshold (between 50-100%) at which they would like to receive these notifications.
Help document and availability
Working with API usage alerts | Express and above
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Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage. Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions aboutEdit 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-importantWebinar 2: Supercharged customer support for growing business
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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
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