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
Automation #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 Terence
New features and improvements in Desk's integration with Zia powered by GPT
Hi everyone, We’re pleased to announce several new enhancements in Zia Powered by GPT integration. These updates bring more customization options, improved response generation, and additional language support. Below is an overview of the enhancements
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
Automation#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’s
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
Knowledge Base - Primary Departments to Control Article Reviews and Feedback to Ticket Conversion
Hello everyone, We have an important inclusion in the Knowledge Base module: Associating a category to one or Primary Department. Up until now, a category could be associated with more than one department. This allowed the agents who were part of multiple
Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child
Zia now integrated with Open AI in Zoho Desk
The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.
ZylkerShop: Building a Thriving Community
Hello, everyone! This week, let's discover how Zoho Desk's Community module empowered ZylkerShop to get their customers talking. We’ll dive into the tools and insights that helped them connect with their audience on a whole new level! ZylkerShop set up
Stay informed with API Usage Alerts
Hello everyone, We have introduced API Usage Alerts, a new feature designed to manage API usage more effectively. This feature ensures users receive notifications when their API usage reaches a set threshold. This enables admins to promptly address the
In focus: New privacy and security settings in Radar
Hello everyone, Welcome to the third edition of Radar In focus series. In this instalment, we're discussing Radar's new privacy and security settings. The advent of mobile help desk apps has changed customer support in numerous ways. Along with providing
Scan and upload documents to tickets, comments, and activities
Hello Everyone! To give effective support to the end-users, agents often have to attach information or documents such as an invoice or purchase order. The Zoho Desk app allows the users to include such important details in the form of photos, files, voice
Use color coding for picklist field values to enhance visual representation
It's easier and more efficient to manage a large volume of data in a ticket or other custom module records, such as ticket priorities and issue types, when you apply clear visual distinctions through color coding. Color-coded picklist fields allow users
Agents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:
The Knowledge Base: Your One-Stop Information Hub
Hello Everyone! As we celebrate Deepavali, the festival of lights—a time when our homes and hearts glow with warmth and joy—we at Zoho Desk wish to bring the same light to your customer service. With our Knowledge Base module, we aim to illuminate your
Organizing Knowledge Base Content with Accordions and Tabs
Hello everyone, Breaking down extensive content into bite-sized information improves comprehension and readability. Proper organization and structurization of content is vital in helping readers understand. We have tried to implement these factors in
Zoho Desk Autumn Release - 2024 — Post 2
Continued from Zoho Desk Autumn Release - 2024 - Post one Automation Reply directly from the IM channel during specific blueprint transitions Agents can respond to a ticket through an IM channel right from within the Blueprint. For instance, if a customer
Automation#18: Automatically Fetch Values from Contacts to the Tickets Module
Hello Everyone, Welcome to this week's edition, where you can seamlessly sync fields from the Contacts to the Tickets module. For efficient business operations, it's crucial to have details mapped across different modules. Zylker Secure offers antivirus
Set ticket threshold for the agents for optimum ticket assignment
Hello everyone, The round-robin assignment allows the admins to set a department-wide threshold. In addition to this, admins can now set thresholds for individual agents within a department. Note that the agent-level threshold is available upon request.
Blueprint transitions are compatible with IM tickets
Hi everyone, We are excited to announce that Blueprint transitions are supported for instant messaging (IM-related tickets in Zoho Desk. This is designed to streamline the process for agents managing IM tickets, making it easier to engage with customers
Zoho Desk integrates with Qntrl for effective task management
Hello everyone, We are happy to announce that you can now integrate your Zoho Desk account with Qntrl. This integration provides an effective way to manage tasks, collaborate, streamline processes, and deliver projects on time which helps to collaborate
Enhancing self-service capabilities with AI-based Zia Answer Bot
Hello All, Zia Answer Bot is available with better accuracy to enhance the self-service capabilities of the platform and to empower the users to resolve queries independently. By leveraging knowledge base (KB) resources, the Answer Bot provides accurate
Building Extensions #12: Creating widgets with the JS SDK bundle in Zoho Desk - Config Params
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. In our previous post, we used Event APIs, along with the Data API and Request API, to create an extension that
Automation#20 : Auto-Add Ticket Tags based on Keywords
Hello Everyone! Welcome to unveiling custom functions on our Community series. This week's post lets you add tags to your tickets automatically based on the keywords in the ticket subject and the ticket thread. Discover how this custom function helps
Pin comments and threads - Zoho Desk app update
Hello, everyone! We are excited to introduce the pinning comments and threads option in the latest Android version(v2.6.34) of the Zoho Desk app. You can now pin the important comments or threads in the tickets. These pinned comments and threads will
IM reply option via blueprint transition - Zoho Desk app update
In the latest version of the Zoho Desk Android app update (v2.6.35), we have brought in support for the IM Reply option within the blueprint transition screen. Now, you can directly reply to IM chats via the ticket's blueprint transition. Please update
New Updates to Zoho Desk Notification Center
We've made a series of updates to the Zoho Desk notification center to improve how agents manage and respond to notifications. These updates address common challenges faced by agents, such as not being able to apply a filter to view notifications where
Final reminder on discontinuing the support for Remote Authentication mechanism
We have already announced about the deprecation of Remote Authentication mechanism five months back here. This announcement is a follow up to let the customers, who are yet to migrate from Remote Authentication mechanism, know that we will stop supporting
In focus: Radar exception alerts
Hello there, and welcome to the Radar in focus series, where we shine light on some of the most beneficial features from the Radar app. This time, our spotlight is on the exception handling mechanism of Radar. Consider the following scenario Company A
Hide Print/Download PDF Options for Knowledge Base
Hello Everyone! Welcome to this week’s journey with ZylkerShop on Zoho Desk Help Center customization. This post unveils codes for hiding the Print and Download PDF options from Knowledge Base articles in the Help Center. ZylkerShop wanted to allow its
Google's Announcement on Deprecation of Less Secure Apps
Google has announced the Deprecation of Less Secure Apps (LSAs/Basic authentication) in Google accounts, requesting all app users to transition to OAuth for enhanced security and to prevent hacking of accounts and information. What does this mean for
Auto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensure
Securing Your Knowledge Base in the Help Center
Hello Everyone! Welcome to this week's edition on customizing the Knowledge Base in the Help Center. As the core of self-service for customers, the Knowledge Base is essential, but some organizations, like ZylkerShop, choose to restrict access to registered
Introducing the inline translation feature in IM module - iOS18 feature.
In the latest version(v2.8.26) of the Zoho Desk iOS app, we have supported inline translation feature within the IM module, enabling real-time translation of text messages. This enhancement improves the user experience by facilitating smooth, multilingual
Optimize your Knowledge Base for enhanced visibility with meta descriptions
Let's explore the importance of a meta description for your article. Imagine a diligent writer named Damon, who has been working tirelessly on a knowledge base article for his website. He knew that a well-crafted meta description was crucial to attract
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
Stay on top of your tasks now, with Task notifications in Zoho Desk Android app
Hello all, In the latest version (v2.4.16) of the Zoho Desk Android app, we have brought in support for Task Reminder notifications. You can now get notified if the reminders for the tasks are enabled while creating the tasks. Below is a screenshot
In Focus: Radar's Community Dashboard— A must-have tool for every community manager
The community dashboard in Radar comprises a number of useful KPIs and charts that can help with fostering engagement in your user community. The insights and handiness of Radar's community dashboard make it a must-have tool for community managers. To
Organize your knowledge base articles in a custom order
Hello everyone, In your knowledge base (KB), articles can be displayed based on the time of creation, time of modification, or in a custom order that allows a static view of articles in the help center. Previously, the custom order was an option limited
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