Greetings!

We're thrilled to share that Zoho Desk can now be integrated with Google Chat. This integration creates a powerful solution for businesses seeking to enhance collaboration, facilitate seamless communication between agents, and streamline customer support operations within a single workspace.

What is Google Chat? 

Google Chat is a real-time messaging and collaboration platform designed to facilitate communication and teamwork. It's a versatile tool suitable for both personal and professional use, offering features that make communication seamless.

How does it benefit Zoho Desk users?

1. Enhanced customer support: With this integration, customer support agents can access ticket requests and insights directly within their Google Chat interface. This means quicker issue resolution, reduced response times, and improved customer satisfaction.
2. Efficient task management: The integration enables agents to view, create, assign, comment, and update the status of customer support tickets directly from their Google Chat window.
3. Improved communication: Google Chat's real-time messaging capabilities enable seamless communication among support teams. Agents can easily share information, collaborate on issues, and resolve customer requests more effectively.

Imagine a user operating an e-commerce business. With this integration, their customer support team can swiftly address customer inquiries without leaving Google Chat. For instance, an agent can view a support ticket in Google Chat Spaces, assign it to a team member, and update its status—all within the chat interface, saving time and reducing chances of inadvertent errors.

How to get started:

Users can integrate Zoho Desk with both Google Chat Spaces and Personal Chat. 

In Google Chat Spaces, users can:

• Use commands to create and view their Desk account's support tickets.
  
  
  
  
• Assign support tickets to agents or teams.
  
  
  
  
• Receive real-time notifications for various activities, such as ticket creation, status modifications, and ticket escalations.
• View statistics for tickets pending resolution and ticket resolution summary.
  
  
  
  
• Update support ticket statuses and more.
  
  
  

In Personal Chat, users can:

• Customize their Personal Chat settings to receive updates, notifications, and other information tailored specifically to them. 
• Use commands to create and view their Desk account's support tickets.
• Receive real-time notifications for specific actions, like mentions in a Desk ticket, ticket assignments, and blueprint transitions.
  
  
  
  
• Update support ticket statuses.
  
  
  
  
• Assign owners to support tickets and more.
  
  
  

To learn more about Desk and Google Chat Integration, refer to the help doc.

We hope this Desk and Google Chat integration will further enhance and simplify your support processes. 

This integration is now available for all users across DCs. We encourage you to give it a try and share your thoughts with us. If you have any questions or need assistance, please don't hesitate to reach out!

Thanks and have a great day!

Regards,

Varsha P | Zoho Desk