FAQs: Channels

Overview on Support Channels

How should an organization decide which channels to offer?

Choose channels based on how customers prefer to ask for help and the type of information support teams need to resolve requests. A balanced setup may combine self-service resources through a Help Center with direct channels such as Email, Web Form, Chat, and messaging.

For example, an organization may use a Help Center for common guidance, Email for detailed cases, Chat for immediate assistance, and Web Forms for requests that require structured information.

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.

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.

Click here for more details on configuring SMS or text notifications in your Desk account.

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.

For more information on this, refer to this doc: Zoho Cliq integration with Zoho desk.

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.

Which social media accounts can be connected to the Social channel?

A Social channel brand can include one Facebook page, one Instagram page, and one Twitter handle. Multiple brands can be created in a single portal when support is managed for different business brands, product lines, or services.

For example, a company supporting two products can create separate brands so that each product’s Facebook, Instagram, and Twitter accounts are handled independently.

What does a “brand” mean in the Social channel?

A brand is the unit used to organize related social media accounts. Each brand contains one account from each supported social platform Facebook, Instagram, and Twitter enables the organization to manage social support separately for that business identity.

What support channels are available?

Support can be organized through Email, Help Center, Community, Web Form, Chat, Social, and Instant Messaging channels. Each channel is suited to a different way customers may choose to contact an organization.

When should a Help Center be used instead of a direct support channel?

Use a Help Center when customers need self-service access to answers, guidance, or product information before submitting a request. It is useful for common questions that many customers may have, such as account access, setup instructions, or standard troubleshooting.

For example, a customer who needs to understand access settings may find the answer in the Help Center without opening an email or chat request.

What is the purpose of a Community support channel?

Community provides a space for users to participate in support-oriented discussions. It can be useful when customers want to ask questions, share experiences, learn from other users, or engage around common topics.

How is a Web Form useful for support requests?

A Web Form provides a structured way for customers to submit requests. It is useful when an organization needs customers to provide consistent information at the start of a request.

For example, a form can help ensure that a customer provides the issue category, contact information, and relevant details instead of sending an unstructured message.

When is Chat the right channel for customer support?

Chat is appropriate when customers expect a live or near-real-time conversation. It is well suited to quick clarifications, guided assistance, and issues where back-and-forth communication is more efficient than email.