Setting your Instant Messaging Preferences - Zoho Desk Knowledgebase

Setting your Instant Messaging Preferences

At any time, you can update your preferences for each of the instant messaging channels created in your help desk. The preferences allow you to assign a different set of agents for each channel. Additionally, you can specify after how long a new ticket should be created for responses received on an existing chat. By default, the threading interval is set to 60 minutes. Any replies coming in after 60 minutes will create a new ticket. You can extend this period up to 24 hours under preferences.

To associate agents with channels:

  1. Click the Setup icon (  ) in the top bar.
  2. Click Instant Messaging under the Channels menu.
  3. Click Preferences under the Instant Messaging sub-menu.
  4. Select a department from the top of the page.
  5. Click Associate Channel corresponding to an agent.
  6. Select the instant messaging channels you wish to associate with the agent.
  7. Click Save.
    The agent can view conversations from the chosen channels and reply to customers instantly.

To customize settings for converting chats to tickets:

  1. Click the Setup icon (  ) in the top bar.
  2. Click Instant Messaging under the Channels menu.
  3. Click Preferences under the Instant Messaging sub-menu.
  4. Select a department from the top of the page.
  5. Select the Tickets tab under the Preferences menu.
  6. Select the required channel under the Channels menu.
  7. Select the appropriate time duration under the Timer menu.
    This is the duration of time after which a customer's response in an existing chat will create a new ticket.
    Your settings will be saved instantaneously.
Note: If the timer selection remains 'None' by default, this will stop the conversion of conversations into tickets.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide

                        Still can't find what you're looking for?

                        Write to us:



                          Zoho Marketing Automation

                            Zoho Sheet Resources


                                Zoho Forms Resources

                                  Secure your business
                                  communication with Zoho Mail

                                  Mail on the move with
                                  Zoho Mail mobile application

                                    Stay on top of your schedule
                                    at all times

                                    Carry your calendar with you
                                    Anytime, anywhere

                                          Zoho Sign Resources

                                            Sign, Paperless!

                                            Sign and send business documents on the go!

                                            Get Started Now

                                                Zoho SalesIQ Resources

                                                    Zoho TeamInbox Resources

                                                            Zoho DataPrep Resources

                                                              Zoho DataPrep Demo

                                                              Get a personalized demo or POC

                                                              REGISTER NOW

                                                                Design. Discuss. Deliver.

                                                                Create visually engaging stories with Zoho Show.

                                                                Get Started Now

                                                                                      • Related Articles

                                                                                      • Instant Messaging FAQs

                                                                                        Frequently Asked Questions (FAQs) 1. 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 ...
                                                                                      • Integrating WhatsApp with Zoho Desk

                                                                                          WhatsApp is the world's most-widely used instant messaging (IM) service app, with approximately 2 billion users. The ubiquity of this app is reason enough for businesses of all sizes to look at it as a channel for customer support. If your ...
                                                                                      • How to add an Embeddable WhatsApp Message Button to your website?

                                                                                        Embed a WhatsApp Chat Button on your website Over the past few years, customers have started valuing on-the-go assistance, where conversations with service providers are readily available with just the click of a button. Zoho Desk gives your ...
                                                                                      • A Guide to Instant Messaging

                                                                                        An Overview Zoho Desk's Instant Messaging module is a pay-as-you-go feature that enhances your business by making customer communication easy and efficient. In this document, you will find out why Zoho Desk's IM is the perfect messaging platform to ...
                                                                                      • Setting up Agents for Zoho Desk's IM - User Guide

                                                                                        How to re-assign conversations to Agents Navigate to IM -> All Conversations / My Conversations / Unassigned -> Select the conversation that you would like to re-assign > click on the Agent's name / Plus Icon -> Associate Agents [You can follow the ...
                                                                                      Wherever you are is as good as
                                                                                      your workplace



                                                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                        CRM Tips

                                                                                        Make the most of Zoho CRM with these useful tips.

                                                                                          Zoho Show Resources