Automatically create support tickets on a recurring basis
As mentioned in this post, the idea of a recurring ticket is pretty valid. From time to time, we have to create repetitive tickets (like windows update tasks, restore simulation of backups, check firewall rules for unused entries, and so on). I guess this is a very important tool for Service/Help Desk purposes, so we doesn't have to create a internal schedule (on Microsoft Outlook or Google calendar) to remember to open a new ticket every week/month/etc.
Automation #12 - Automatically add comments to tickets when criteria matches
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimize
Automation #2- Create recurring tickets using Schedules
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Creating recurring tickets for
Featurecast Story 18 - Conversation views
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 18 - Conversation views Find all your business conversations in one place Providing service on any channel is a challenge Agents need to be able to actively listen and work with customers
Automation #4 - Auto Delete Tickets based on Rules
This is a monthly series in which we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Unwanted tickets spamming
Featurecast Story 17 - IM via the Desk mobile app
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 17 - IM via the Desk mobile app Carry your support desk wherever you go! We're delighted to introduce you to our Zoho Desk's IM mobile software development kit (SDK). Zoho Desk is the first
Automation #6 - Prevent Re-opening of Closed Tickets
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Typically when a customer submits a support ticket, it is assigned with a status to map its journey. Zoho Desk provides you with four default statuses: Open, Oh hold, Escalated, Closed; along with the option to create your own statutes which can then be mapped to these default ones.
WhatsApp Integration
This integration empowers you to provide live support through WhatsApp, right from within Zoho Desk. When customers message your business on WhatsApp, your agents can choose conversations and respond to them without leaving their help desk. Agents can reply to customers, send attachments, and resolve issues, all in real time. Zoho Desk helps you keep track of these conversations by logging them as tickets. If you tried the beta feature, please share your feedback below. Your feedback will help
Featurecast Story 16 - Adding Images
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 16 - Adding Images Why are images so powerful? Images grab our attention quickly; we are immediately drawn to them. Consider this feature post: Did you first look at the words or image?
Email notifications to knowledge users
I need to notify users of knowledge by email that new articles have been published. The idea is that when a new document is published an email is automatically sent announcing it.
Automation #10 - Auto Assign Ticket based on Keywords
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips on optimizing
Automation #3 - Auto-sync email attachments to tickets
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Most of our customers use email
Featurecast Story 15 - Inserting Articles
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 15 - Inserting Articles Insert knowledge base articles in business chats for efficient customer support When a customer initiates a conversation on any instant messaging channel to request
Delay send for ticket responses
Is there any news on being able to delay send ticket responses similarly to delaying sending emails. I don't want customers to know I am working late into the evening and would like to delay the response until the next morning?
Automation #7 - Auto-update Email Content to a Ticket
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Email is one of the most commonly used support channels and with Desk's easy setup you can easily convert your customer conversation into tickets. All you need to do is to forward the emails received at your support mailbox to Zoho Desk and every customer conversation is converted
Featurecast Story 14 - WhatsApp Interactive Message Templates
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 14 - WhatsApp Interactive Message Templates Boost customer engagement with WhatsApp's Interactive Message Templates One of the significant features introduced for WhatsApp Business is interactive
Too Many Blueprint Stages
I love the blue print idea. Create ticket stages, and transitions. However, it adds stages to my regular ticket stages which just makes the choices confusing for our technicians. We have about 5 general daily stages for any ticket. However, in order to
Featurecast Story 13 - WhatsApp Credits Dashboard
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 13 - WhatsApp Credits Dashboard Utilize the WhatsApp credits dashboard to analyze your business conversations During 2023, WhatsApp announced that it was shifting to a conversation-based
Query Regarding Email Notifications from Zoho Mail Community
Dear Zoho Mail Support Team, I hope this message finds you well. I am an avid user of Zoho Mail and an active member of the Zoho Mail community. I appreciate the updates and discussions that I receive via email related to new topics and replies within
Featurecast Story 12 - Auto response
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 12 - Auto response Provide prompt, clear communication Auto response ensures that users receive an immediate confirmation of their message, setting a positive tone for their interactions
Featurecast Story 11 - Embeddable chat link
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 11 - Embeddable chat link What are the benefits of using a chat link? The chat link feature lets customers click on an auto-generated chat link (also called the reference link) and use
Featurecast Story 10 - Block abusive customers
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 10 - Block abusive customers How do you handle abusive customers? Abusive customers can be a nightmare for business owners and customer-facing staff. They can be loud, disruptive, threatening,
Automation #9 - Convert Zoho Desk Tickets to New Deals in Zoho CRM
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips on optimizing
Featurecast Story 9 - QR Code
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 9 - QR Code Use QR codes to add customers to your communication channels QR codes provide a convenient, simple way to connect with customers. In this article, we'll provide all the information
Automation #5 - Configure Round-Robin without Load Balancing
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. In Zoho Desk, Round Robin is
Customer Feature Requests
Like Zoho, we're a software company that markets an SaaS product. We frequently get feature requests that come from the support system. My technicians have a responsibility to listen to our customer requests and add them. Right now the only way to do
Featurecast Story 8 - Auto-close
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 8 - Auto-close Automatically close abandoned conversations In this feature story, we will cover the auto-close conversation timer feature. Instant messaging offers a quick and easy way
Featurecast Story 7 - Bots in IM
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 7 - Bots in IM Build meaningful customer support experiences It's time to take your chat-bots to the next level! Did you know you can seamlessly integrate popular Instant Messaging applications
Featurecast Story 6 - Workflows
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 6 - Workflows Make it easy with workflows Zoho Desk's instant messaging functionality includes the ability to automate and simplify the customer support process. Workflows allow you to
Featurecast Story 5 - Chat transfer
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 5 - Chat transfer Chat transfers made simple The IM module in Zoho Desk provides agents with tools to help one another when chatting with customers. If an agent needs help from a more experienced
Featurecast Story 4 - Embeddable message button (click-to-chat)
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 4 - Embeddable message button (click-to-chat) What are the benefits of using a message button in 2023? Use click-to-chat (message buttons) to boost customer engagement on your website With
Featurecast Story 3 - Dashboard
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 3 - Dashboard A good dashboard tells a story! What is a dashboard? A dashboard is an information managing tool that pulls data from a linked database and presents it through visualizations.
Automation #1 - How to manage Approval process using Blueprint
With numerous ways to automate different workflows and use cases in Zoho Desk, we thought why not collate the common ones and start a series for the benefit of our community! So, here we are with the first topic in our "Automation" series. This will be a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. This month, we will discuss how
Featurecast Story 2 - Emojis
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 2 - Emojis Why are smile(y)s contagious? Should customer service teams use emojis for business conversations? Definitely! And here's why: Emojis help support teams communicate nuance and
Featurecast Story 1 - Canned Messages
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 1 - Canned Messages Have you been Canned yet? Do you ever get tired of typing out the same responses again and again, all day long? Especially for your customer support teams. Canned messages,
¿Cómo puedo crear tareas o notificaciones repetitivas en el tiempo a mis agentes?
Necesito crear alertas o tareas
Chats to tickets in MS Teams with Zoho Desk
Hi, is it possible directly from MS Teams chats to Zoho Desk tickets creation? I've already created Zoho Desk tab and connector in MS Teams.
Zoho Desk App for End users.
are we having any mobile app for zoho desk for end user. so their they can submit their tickets. please give us the answer.
Automation #13 - Auto assign tickets based on agent shift time
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimize
Automation #11 - Auto Update Custom Fields with Values from Emails
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimize
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