Desk | Instant Messaging | Knowledge Base

Instant Messaging
FAQs: What is Fall-back to Default in IM and how does it work?
Fall-back to Default is a ticket status behavior in Zoho Desk that automatically resets a ticket or conversation to the configured default status when a customer sends a new reply. This feature ensures that reopened conversations become active again ...
FAQs: How to transfer IM tickets between departments in Zoho Desk
When customers send emails or messages to support addresses mapped to specific departments, administrators can configure automation rules to automatically create and route tickets to the appropriate department. However, tickets may occasionally be ...
FAQs: LINE
What is the LINE Messaging App?  LINE is the fastest growing instant messaging app in the world, bringing agents closer to their customers and end-users. Send free messages and make voice calls or video calls anytime, anywhere. LINE is now available ...
FAQs: WeChat
What are the different types of WeChat official accounts? • WeChat Subscription accounts can send up to one push message per day to their followers. • WeChat Service accounts appear as friends in the “chat” section of WeChat. This type of account can ...
FAQs: Telegram
What is a Telegram Messaging App? Telegram is a cloud-based messaging application. By integrating the Telegram messaging app onto the desk dashboard, you can expand your customer services through Instant Messaging. The advantage of communicating ...
FAQs: WhatsApp Business
How to configure a Phone Number for the WhatsApp Embedded Sign-up. The business phone number must be configured manually by adding the number on the Facebook Business Manager console and verifying it. Login here Once WhatsApp approves the phone ...
FAQs: Instant Messaging
Why can't I send Canned Messages? The Auto-ticket conversion must be switched On. Why? Because the canned message contains placeholders from the Agents & Contacts module. Navigate to Instant Messaging > Preferences > Check_lists to Switch On the ...

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