Featurecast Story 19 - WhatsApp Sandbox
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 19 - WhatsApp Sandbox Maximize the benefits of business messaging without paying for it What is a sandbox environment? A sandbox environment is a virtual playground that allows you to freelyAutomation #14: Capture Jira Issue Key/ID in a Ticket Custom Field
Hello Everyone! This month's edition brings you a custom function to consolidate your records associated with Jira integration. Jira integration enables support engineers and R&D units to collaborate seamlessly on feature development, product improvement,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 optimizingAutomation #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 optimizeAutomatically 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.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 customersFeaturecast 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 firstWhatsApp 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 helpFeaturecast 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?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 requestDelay 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?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 interactiveToo 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 toFeaturecast 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-basedQuery 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 withinFeaturecast 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 useFeaturecast 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,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 informationAutomation #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 isFeaturecast 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 wayFeaturecast 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 applicationsFeaturecast 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 toFeaturecast 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 experiencedFeaturecast 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 WithFeaturecast 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.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 andFeaturecast 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 tareasChats 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 optimizeShow the peek icon at all times!
Why is the peek icon hidden in the list view unless you happen to hover over exactly the right place?, I started a chat session to ask why it wasn't available in the list view - it turns out it is there, but it is hidden unless you happen to hover the mouse in exactly the right place! I am very computer savy (i've worked in IT over 25 years now) and if I didn't know it was there - then who else is unaware that this icon exists! Why is it not just permanent on the screen next to the word open ?how can i delete a forum from Community?
Hello, I couldnt delete the forums that i didnt wanna use it anymore. i could just do them disable.Mutibrand portal customization
Can we show snippets of tickets/status of raised tickets to customers on portal home page. And can we add announcements on this home page too where we can show recent company announcementsCreating a new community
Hi, We want to create a new community. We are facing the issues with mapping a domain. Can you please provide the detail steps to create a new community? Looking forward for your reply.Making Another community
We already have a community regarding our business. We are creating sections in our business regarding various topics. So I wanted to know how to make another community related to our businessZoho Desk Virtual Meetup: US Atlantic, July 13 - 22, 2021
In continuation with our efforts to learn through the Zoho User Groups (ZUG), we're hosting a series of virtual meetup for our customers in United States starting with US Atlantic user groups from July 13 to July 22, 2021. The dates for other regionsSend email via Deluge
Hello everyone! I'm struggling with deluge in Zoho Desk. I'm trying to send an email using sendmail function, but I'm getting this response: Line 77 refers to "From:" sendmail [ from: "suporten2@ideris.zohodesk.com" to: emailseller subject: 'Seu ticketBeta User Group: Share your Feedback
Every now and then we release new features to our Beta community with the intent of receiving valuable feedback from you all, our end-users. Some of you have been using Zoho Desk for years, while others are newcomers to the software, and to this platform. To ensure that your feedback doesn't get lost in the crowd, we've introduced this separate Community Topic where you can contribute your experiences and feedback. Posting within this topic on our Community will not only bring all your experiencesDesk App - Show Account Name on Ticket List
In the Desk App Ticket List, the account name is not displayed; you can only see the account name if you go into the ticket and press the 3 horizontal lines to display 'ticket details'. For our business the contact is less relevant than the account name,Next Page
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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 commonlyAutomation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have TerenceFeaturecast 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 interactionsAutomation#22 Track Ticket Duration at Specific Status
Hello Everyone! Welcome back to the Community Learning Series! Today, we explore how Zylker Techfix, a gadget servicing firm, boosted productivity by tracking the time spent at a particular ticket status in Zoho Desk. Zylker Techfix customized Zoho Desk’sAutomation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved between
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Automation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved between
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Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics whichRegister 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 featuresAsk the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here. Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way. If you have a business use case but not sure if Workflow isShare 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.Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects: Integration with different Telephony vendors Routing calls to agents Converting
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