Configure Workflow Notification for Cliq, Slack, MS Teams, and Chat | Zoho Desk

Configure Workflow Notification for Zoho Cliq, Slack, MS Teams, and Google Chat

To keep customers satisfied, businesses prioritize reducing resolution time as much as possible without compromising the quality of their service. This can be a challenge, but is achievable with strategic ticket routing.

For example, an urgent customer issue lands in an inbox that is already flooded with emails. By the time the agent spots it, the delay would have cost valuable response time. Instead, proper routing will ensure agents receive immediate notification for urgent issues on chat services, so they know to make them a priority.

Many businesses prefer using chat platforms for important updates and critical issue handling. This ensures critical messages land where conversations are already happening, making it easier for agents to see, respond, and collaborate instantly without missing.

The workflow rules include custom action that allows Sending notification via Slack/ Microsoft Teams/ Google Chat/ Zoho Cliq to users

Prerequisite:

These chat services must be integrated with Zoho Desk before they appear as options in the workflow rule configuration. Without integration, the “Send notification via” action will not be visible in the workflow setup.

Understanding chat notification

The message sent in chat displays the Ticket ID, Subject, Description, Status and other details depending on the configuration. Field placeholders can be inserted in the notification as necessary to ensure the agents get complete information in the chat.

Auto-populated fields in the notification body for standard modules

Tickets
Subject: ${tickets.$subject}
Ticket Number: ${tickets.$ticketNumber}
Ticket Description: ${tickets.$description}
Contact Last Name: ${tickets.contactId.$lastName}
Assignee Last Name: ${tickets.assigneeId.$lastName}
Status: ${tickets.$status}
Due Date: ${tickets.$dueDate}
Priority: ${tickets.$priority}
Tasks
Subject: ${tickets.$subject}
Task Owner Email: ${tasks.owner$emailId}
Status: ${tasks.$status}
Due Date: ${tickets.$dueDate}
Priority: ${tickets.$priority}
Events
Subject: ${tickets.$subject}
Contact Last Name: ${tickets.contactId.$lastName}
Event Owner Last Name: ${events.owner.$lastName}
Status: ${events.$status}
Priority: ${tickets.$priority}
Calls
Subject: ${tickets.$subject}
Contact Last Name: ${tickets.contactId.$lastName}
Call Owner Last Name: ${calls.owner.$lastName}
Call Status: ${calls.$status}
Priority: ${tickets.$priority}
Accounts
Account Name
Account Owner Last Name
Contacts
Contact Name Last Name
Contact Owner Last Name
Products
Product Name
Product Owner Last Name
Product Code

Info
Points to remember
  1. Custom modules will not have an auto-populated notification body template. All field values must be entered manually. For example, when creating a notification for a custom module such as “Vendor Requests”, the notification body will be empty. The message content must be typed manually, with the required placeholders.
    Example: New Vendor Request
    1. Vendor: ${vendor.$name}
    2. Date: ${request.$date}
    3. Type: ${request.$type}
    4. Status: ${status}
    5. Requested by ${requested.$by}
  2. Notifications can be sent only to specific channels or spaces within the integrated chat services.
  3. Microsoft Teams, Slack, and Zoho Cliq - Notifications will be delivered to the selected channel.
  4. Google Chat - Notifications will be delivered to the selected space.
  5. Make sure there is a space between the typed text and the placeholder before inserting it. For example "ticket is ${tickets.$ticketNumber}" instead of "ticket is${tickets.$ticketNumber}".
To send chat notifications via Slack, MS teams, Google chat, and Zoho Cliq
  1. Navigate to Setup > Automation > Workflow Rules > Rules.
  2. Click Create Rule.
  3. Under Basic Information, do the following:
    1. Select the module.
    2. Provide Rule name and Description
    3. Select the Active checkbox.
  4. In the Execute On field, select the action to trigger the rule.
  5. Click Next.
  6. Set the Criteria (eg.,Priority is High).
  7. Click Next.
  8. Under Action, select an option. 
    1. If you select Send Notification to Slack, do the following:
      1. Select the required Slack workspace.
      2. Select the Slack Channels to which the notifications should sent.
      3. Enter Notification Header or select a desired placeholder (eg., Ticket ${Ticket ID}: ${Subject} is currently marked as ${Status}. This will be displayed as the heading of the notification.
      4. Enter the Notification Sub Heading, or select the desired placeholder; this will act as a notification message's description.
      5. Notification body will be auto-populated with the standard field and their values from the desk module records. Alternatively, a message can be entered as well. 

    2. If you select Send Notification to Microsoft Teams, do the following:
      1. If a channel hasn’t been configured for the current department, the user needs to set it up in the MS Teams integration by choosing the appropriate department and channel. Once done, the user can proceed to configure the action within the workflow.
      2. The channel linked to the desk department in the MS teams integration will be prepopulated.
      3. Enter the Notification Header or select a desired placeholder. This will be displayed as the heading of the notification.
      4. Enter the Notification Sub Heading, or select a desired placeholder. This will be displayed in the message's description.
      5. Notification body will be automatically filled with the standard fields and their corresponding values from the relevant Zoho Desk record.

    3. If you select Send Notification to Google Chat, do the following:
      1. If no Space is configured for the current department, you must first set it up in the Google Chat integration by selecting the appropriate department and Space. After configuring the Space, you can proceed to define the action within the workflow.
      2. The Google chat space linked to the Desk's department will be prepopulated.
      3. Enter the Notification Header; you can also add a placeholder in the notification header. This will act as the caption for the message.
      4. Enter the Notification Sub Heading. You can also add placeholder here as well,. This will act as the notification message's description.
      5. Notification body will have a predefined template with all the standard fields and their values; you can always edit the notification body.

    4. If you select Send Notification to Cliq, do the following:
      1. In the Send Notification to Cliq tab, select Cliq channels.
      2. Enter the Notification Header; you can also add a placeholder in the notification header. This will act as the caption for the message.
      3. Enter the Notification Sub Heading. You can also add placeholder here as well. This will act as the notification message's description.
      4. The notification body will have a predefined template with all the standard fields and their values; you can always edit the notification body.

  9. Click Save.
  10. Click Save to save the entire workflow rule.