Automation
FAQs: Configuring Automation Rules for Happiness Ratings
1. Why to use happiness ratings in Workflow Rule? The most common scenario is recovery from negative feedback. When a customer leaves a bad rating on a closed ticket, a Workflow Rule can automatically trigger a follow-up email to the customer, ...
FAQs: Workflow Notification for Zoho Cliq, Slack, MS Teams, and Google Chat
1. What are workflow notifications for chat platforms? Workflow notifications for chat platforms allow Zoho Desk to push real-time alerts — such as ticket creation, status changes, or assignment updates — directly into team collaboration tools like ...
FAQs: Workflow Automation with Zia Actions
1. What are Zia Actions in workflows? Zia Actions are AI-powered automation steps that can be embedded within Zoho Desk workflow rules to perform intelligent operations on tickets — such as extracting data from email content, predicting field values, ...
FAQ: Webhooks
1. What is a webhook? A webhook is an automated message sent from Zoho Desk to a third-party application whenever a specific event occurs in your help desk. Instead of manually polling for updates or exporting data, webhooks push real-time ...
FAQ: Custom Function
What is a custom function? Custom functions are scripts written in Deluge — Zoho's proprietary scripting language — that allow administrators to define bespoke logic for automating support workflows. They go beyond the standard automation actions ...
FAQs: Custom Actions Gallery
What is the Custom Actions Gallery? The Custom Actions Gallery is a collection of pre-built workflow actions that extend what you can automate beyond the standard alerts, tasks, field updates, and skills available by default in Zoho Desk. It exists ...
FAQs: Macros
What is a macro? A macro is a collection of predefined actions that can be executed on one or more tickets in a single step. Rather than manually performing each action — such as sending an email reply, changing a ticket's status, or creating a ...
FAQs: Schedules
What are schedules, and what kinds of tasks can they handle? Schedules are automated, user-defined actions that execute custom functions either at a specific point in time or on a recurring basis. They are designed to eliminate the need for manual ...
FAQs: Support Contract
What is the relationship between a support plan, a contract, and an SLA? A support plan, a contract, and an SLA are three interconnected components that together define the service commitment between a service provider and a client. The support plan ...
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 Rule is an automation mechanism that executes a predefined set of actions — alerts, tasks, field updates, and custom functions — when specific conditions are met on a record. Instead of requiring agents to ...
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, ...