Automation
FAQs: Automation Studio
1. What is Automation Studio? Automation Studio is a user-friendly, no-code automation solution in Zoho Desk that provides a visual interface to design, view, and control automation flows. It allows administrators to see the complete sequence and ...
FAQs: SLA (Service Level Agreement)
1. What is an SLA An SLA (Service Level Agreement) defines the response and resolution time commitments your support team makes to customers when handling their requests. It sets measurable expectations for how quickly a customer's issue should be ...
FAQs: Support Plans
1. What is a support plan? A support plan is an official record that defines three things: what kind of support a client receives, when they receive it, and how it is delivered. It acts as an extension of the service-level agreement (SLA) that your ...
FAQs: Supervisor Rules or Time-based Automations
What is a Supervisor rule? Supervisor rules help teams manage tasks that don’t require an immediate response. Unlike workflow rules, which run as soon as a ticket is created or updated, Supervisor rules let actions occur after a set time period. This ...
FAQs: Blueprint
1. What does the error message "Unable to process your request" mean when I try to modify my Blueprint? This error can happen if there are tickets currently associated with the transition or state you're trying to delete or modify within the ...
FAQs: Workflow Rules
1. What is a workflow rule? A Workflow is an automation that reduces the manual actions in the support process. It allows users to define rules that automatically trigger actions, such as sending email alerts, updating ticket fields, assigning ...
FAQs: Assignment Rules
Assignment basics 1. What is an assignment rule and why do I need it? Assignment rule is an automation tool that lets the support administrator automate the process of assigning tickets to agents. Customer support is a crucial job, and timely and ...
FAQs: Automation
What is automation and why do we need it in Zoho Desk? The process of minimizing or eliminating manual effort for doing a task is called automation. At times, we require a task to be done automatically without any manual input of data. For example, ...