Attention: Modification to the Get Agent API
Dear Folks, We'd like to inform you about recent updates to the Get Agent API in Zoho Desk, prompted by security considerations. If you're currently using the APIs mentioned, please take note of the changes outlined below. Existing Behavior: Currently,
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
Knowledge base articles is now available in the Zoho Desk mobile app!
Hello all, As a customer service agent, every day you might have to deal with many questions and issues reported by the users. With Knowledge Base, you can reduce the issue resolution life cycle for your organization. We are delighted to announce that we have brought in support for 'Knowledge Base articles' in the Zoho Desk iOS mobile app. This feature is already available for Android users. KB articles are available to iOS users in the latest version of the app (v2.4.9). You can update the
Building Extensions #11: Creating widgets with the JS SDK bundle in Zoho Desk - Event API
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 discussed Data Storage APIs, their use in extensions, and how to use them in your Zoho
Knowledge Management with Zoho Desk - Upcoming Webinar - Register Now
Hello all, We are gearing up for our eighth session in the webinar series. Webinar Topic: Knowledge Management with Zoho Desk Date & Time (PST): December 13, 2023, at 11:00 am | Registration Link: https://zurl.co/iUHQ (IST): December 13, 2023, at 11:00
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
Zoho's 2024 Customer Experience Workshop is here | First stop: the USA and Canada
Hey everyone, We're excited to kickstart the 2024 edition of the Customer Experience Workshop in the USA and Canada on February 15. The main goal of the workshop is to help you explore, learn, and make the best use of Zoho CRM Plus, which can help unify
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
Zoho Desk's Instant Messaging | Feature Updates | Feb 2023
Hello All, We are back with some exciting updates and feature enhancements to meet your business communication needs. Let's take a look at what's new in the Instant Messaging module. Multi-number support for WhatsApp users If you have been using the WhatsApp
Introducing an option to set comments to public by default
Hello all, Greetings! We are pleased to announce that Desk's user preferences now brings an option to set a comment type as Public or Private by default. In addition to setting reply buttons as defaults, Agents or Admins can now choose to make their ticket
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
2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
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
Final reminder: Zoho Desk Old UI will be deprecated on December 15th, 2023
Greetings Zoho Desk users! Effective December 15th, 2023, the Zoho Desk old UI will be deprecated. This means that the option to switch between the old and new UI will no longer be available. We kindly request all users to move to the new UI by clicking
Optimize ticket management with Mass Revoke Blueprint and Skip Reply in Blueprint Transitions
Hello everyone! Blueprints play a pivotal role in shaping a seamless customer service experience, serving as the architectural foundation for efficient ticket resolutions. They provide a structured framework that guides support teams through predefined
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
Zoho Desk now integrates with Google Chat
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
Register Today for the Upcoming Webinar - Measure and improve customer service operations
Hello all, Here is a friendly reminder for the last session in our webinar series. Webinar Topic: Measure and improve customer service operations Date & Time (PST): December 20, 2023, at 11:00 am | Registration Link: https://zurl.co/5gIP (IST): December
Instant Messaging Update | Now migrate your WhatsApp Business phonenumber from another BSP to Zoho Desk | Dec'23
Hi All, Everything seems to move at lightning speed these days, and time is certainly flying by for the IM team. But we are delighted at how much ground we covered this year. 🚀 For one, we enabled WhatsApp business phone number migration so that you
Monthly Release Round-up - November 2023
Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Search tickets in My Area using views and custom filters My Area in Help Center is one place where customers can view all the tickets
Register Today for our Upcoming Webinar - Extend and Scale Up Customer Service Operations with Developer Tools
Hello all, Here is a friendly reminder for our ninth session in the webinar series. Webinar Topic: Extend and scale up customer service operations with developer tools Date & Time (PST): December 18, 2023, at 11:00 am | Registration Link: https://zurl.co/ZrRT
Zoho Desk iOS app update - Enhanced Contacts & Accounts Management
Hey everyone, In the latest iOS (v2.8.4) update of the Zoho Desk mobile app, we're introduced an option to add, edit, and delete Contact and Account within the app. With these new functionalities, you'll now have the power to make quick edits, add new
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,
Zoho Desk iOS app update
Hey Zoho Desk Community, In the latest iOS (v2.8.3) version of the Zoho Desk mobile app, you can now respond to customer requests that come in through Instagram Posts and Direct Messages. This update also provides support for replying directly to specific
We're revamping how you name custom fields.
Dealing with APIs and custom fields on a regular basis can prove to be tricky. When you create custom fields using an API in the back end, these fields are replicated in the GUI of your Zoho Desk modules. The labels your developer gives to every custom
Assign tickets to agents in a defined sequence
Hello everyone! Assignment rules in Zoho Desk provide an automated mechanism to distribute tickets among agents based on predefined criteria. This ensures a streamlined and efficient way to manage customer requests. Currently, there are two types of rules:
Zoho Desk's Instant Messaging | Feature Update | Status and Notification Settings
Hi All, We have some helpful new features to highlight in Zoho Desk's IM module. Set your status as online or offline Instant Messaging has become one of the most popular tools for delivering customer support. One of the most simple, practical features
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
Zoho Desk's ASAP announcement | Help customers find the content they need
Hi All, The expeditious Zoho Desk's in-article search for ASAP mobile SDK is here! Users can search for words or phrases within a specific article to find the most relevant content based on their circumstances and the issue they're experiencing. For example,
Zoho Desk's ASAP announcement | Introducing the only text-to-speech app you need
Hi All, We're happy to announce the release of a highly anticipated feature for Zoho Desk's ASAP mobile SDK: The one-click text-to-speech (TTS) function for mobile applications will increase accessibility and make it easier for users to get support. Turn
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
Register for Our Next Zoho Desk Webinar - How to run optimal customer service operations!
Hello there, This is a friendly reminder for the sixth session in our webinar Series. Webinar Topic: How to run optimal customer service operations Date & Time (PST): November 29, 2023, at 11:00 am | Registration Link: https://zurl.co/qhKq (IST): November
Zoho Desk iOS app update - Share ticket
Hello, everyone! In the latest iOS version (v2.8.2) of the Zoho Desk mobile app, we have included support for the Share ticket functionality. 1. Share Ticket: With this feature, you can seamlessly share tickets with agents in other departments, fostering
Zoho Desk's Instant Messaging Update | New Integration | Nov '23
We're adding more ways to stay connected with your customers! Hi All,
We've been working on many improvements for the last few months, and we're excited to announce a highly anticipated integration with Facebook Messenger! Let's dive right into the benefits
Redefine customer experiences with Blended Conversations
Zoho Desk's Blended Conversations feature is here! Blended Conversation is a fruition of Instant Messaging framework and the Guided Conversation bot builder, a low-code platform for customer self-service. The IM framework helps businesses seamlessly integrate
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
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
Maintain consistency in ticket responses with shared snippets
Hello everyone! We are excited to announce that our highly anticipated snippet sharing feature is now available to all users. As you know, snippets are pre-defined message templates, or canned messages, that help agents respond to tickets with efficiency.
Register for our Upcoming Webinar - Customize and Personalize your Customer Service Platform
Hello all, Hope you are well and safe. We are now preparing for the fifth webinar in the series. Webinar Topic: Customize and Personalize your Customer Service Platform Date & Time (PDT): November 15, 2023, at 11:00 am | Registration Link: https://zurl.co/OiqZ
Register Now for our Upcoming Fourth Webinar to Enhance Productivity Using Zoho Desk
Hello all, We are gearing up for our fourth session in the webinar Series. Webinar Topic: Automate your customer service activities and increase productivity Date & Time (PDT): November 6, 2023, at 11:00 am | Registration Link: https://zurl.co/hOMW (IST):
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