FAQs: Channels
Can I configure more than one social media (Twitter/Facebook/Instagram) account?
Yes, you can configure more than one Facebook, Twitter, or Instagram account in Zoho Desk. You can also add multiple pages from different Facebook, Instagram, and Twitter accounts to convert the posts into tickets.
Take an example of a conglomerate that runs a food delivery business, restaurant chains, logistics, production, FMCG goods, automobiles, and more. This company will need different Facebook and Instagram pages for all their sub-brands for marketing, sales and support purposes. Like your support agents are specialized in logistics, the support tickets should be ideally related to logistics. This social branding helps you segregate the tickets and have conversations with the customers depending upon the brand type.
If businesses want to add their social brands in Zoho Desk we have this enabled for them to add their brand pages in the system. This will help them manage their businesses types depending upon the brands they have and the services they offer to customers.
To configure more than one social media account, follow the steps below:
- Log in to your Zoho Desk account with administrative privileges.
- Go to Setup (
) > Channels > Social.
- On the Social page, click + New Brand.
- Enter the brand name and description, and click Save.
- Click the Add icon next to Facebook, Twitter, or Instagram to link an account.
- Add your credentials and associate your social media account to the channel.
What is a brand in Zoho Desk?
Social media accounts are organized into distinct units known as brands within Zoho Desk. While a single portal can incorporate multiple brands, each brand comprises one Facebook page, one Instagram page, and one Twitter handle. In Zoho Desk, you have the flexibility to create new brands or import existing ones from Zoho Social.
While setting up Twitter, Facebook or Instagram accounts, the support admin can convert all @mentions(username) as a distinct ticket or create a ticket if some specific keywords are used. Similarly, if a customer sends a direct message or uses specific keywords, it can be added as tickets. For example, if a ticket has @mentions with specific keyword like help, support, or urgent, we have an option to convert those as tickets automatically.
For example: A customer has inquired about the trip package provided by this company via a Twitter message. This message has been converted into a ticket and is now visible within the tickets module specific to that department. Agents will be able to view the tickets and it will be shown in the chats section in the top-left corner of their Desk account.
Can agents send notifications of an event via chat?
Yes, the support admin for a Desk account can send a chat alert to agents for specific events like tasks, tickets, and similar events. Notifications can be sent through three channels:
- Emails
- SMS
- Chat
To enable notifications for agents:
- Go to Setup(
) > Automation > Notify.
- On the Notification Rules page, scroll down to Agents Notifications.
- Under Agents Notifications, you will see a list of options to enable for sending different notifications to agents via email or SMS notifications.
Please note, for sending SMS notifications, the Zoho Desk account must be integrated with an SMS add-on.
To enable SMS add on in your account:
- Log in to a paid plan of Zoho Desk.
- Purchase SMS credits from one of the following technology partners of Zoho Desk: SMS-Magic or Clickatell.
- Configure the authentication credentials received from the vendor in Zoho Desk.
In order to send notifications via chat, the Zoho Desk account must be integrated with Zoho Cliq, the in-house tool that simplifies your team communication with organized conversations, easy-to-find information, and connections to the tools you love.
How can I reach out to Zoho Desk's support from the live chat?
To reach out to our live chat support, follow the steps below:
- Log in to your Zoho Desk account.
- Click your account display picture in the top-right corner.
- Click Help from the right panel and select Chat with us.
- Enter your question in the pre-chat survey window.
Note: your name and email address are auto-filled. - Click Start Chat to start the conversation.
While you're always free to reach out for support over our live chat, you can also search for your query here in our Help Center. Just enter your question or search for specific keywords in the search field at the top of the page.
Note: Live chat support is not available for customers on the Free and Standard plans.
We hope that this list of frequently asked questions about Channels is informative. If you still have questions that haven't been addressed, please let us know. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below!
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