Organization Settings
Building the Guided Conversation flow
A good practice to follow before setting out to build a conversation flow is to prepare a hand-written or digital outline of the conversation or process to ensure all the necessary inputs and outputs are in the right place in a sequential order. ...Components of the GC Flow Builder
The GC flow builder comprises three components: Blocks Paths Variables Blocks Blocks are the fundamental units of the flow builder. A text message that you want to display, a set of options that you want the customer to choose, the step where you ...Configuring Webhook Block in Guided Conversations
The webhook block is one of the three action blocks available in Guided Conversations. This block enables the conversation flow to interact with Zoho Desk processes or other Zoho services or third-party services. The webhook block uses APIs from Zoho ...Guided Conversations - A Self-Service Platform
From having to ask for information to switching to the self-service model, customer service has evolved a great deal over the years. There is a group of customers who look for assistance before or after visiting your website, and there is another ...Using Gamescope
Creating Games Anyone can create a game out of standard customer support scenarios. To create a game: Click the Gamescope icon ( ) in the top bar. You will land on the Gamescope page. Click +New Game. On the Create a Game page, do the following: ...Setting up Gamescope
Life as a customer support agent can be a boring, repetitive, and thankless job. You need to deal with the negativity of customer complaints, answer the same questions day in and day out and feel completely unrewarded. Not anymore! With Zoho Desk's ...Enabling and Adding CC Users on Tickets
The CC feature enables your agents and end users to copy additional requesters or contacts on a ticket. Agents can copy other users in email replies, ticket detail page, and the add ticket form. Likewise, end users can copy other users in their email ...Zia - An Overview
Zia is an AI-driven support assistant who makes your customer support team more effective through data mining and machine learning. She provides support agents with analyses, customer forecasting, alerts, and suggestions through a pre-configured ...Adding and Managing Teams
Teams help you maximize agent productivity and provide knowledgeable support to customers. You can add up to 60 teams in each of your departments. Note: Only users with the "Agents and Teams" permission in profile can add and manage teams. Enabling ...Teams Overview
Teams allow you to organize your agents into groups based on your business needs or support process. They are particularly useful when you need a specific set of agents to manage common activities. Both tickets and activities (i.e., tasks, events, ...Using Automations for Happiness Ratings
Typically, happiness rating is a placeholder [${Cases.Customer Happiness Rating}] that contains the rating question and the answer links. The placeholder, when inserted into an email template, can be sent to your customers using the automation rules ...Setting up Customer Happiness Rating
Listen to the voice of your customers by enabling customer happiness ratings in Zoho Desk. Happiness rating helps you get a glimpse of what your customers think about the support they receive at the end of each response or closing their ticket. The ...Managing your Help Desk Products
In Zoho Desk, you can manage your company-wide products that are sold or serviced to your customers. Your agents can use the Products module effectively according to their department process. The products added to your help desk can be linked with ...Creating your Holiday Schedule
Create a holiday schedule to add exceptions to the business hours configured in your help desk. The holidays you add will be considered as outside of business hours and the SLAs, Blueprint, and time-based rules will ignore them while setting due ...Defining Business Hours and Holidays
Customer support teams in an organization may follow their own business hours and work in shifts based on different time zones. The customer support personnel at the Japan office and the one in the Indian office will have different work schedules and ...Adding your Company Details
The company information page serves as a bulletin board of basic information about your company for your customer service team. When customers ask for your physical address or a phone number, your agents don't have to go to your website or anywhere ...Managing Departments in your Help Desk
Departments are the various business divisions within your organization. They can be categorized based on your products, geographical locations or teams. Zoho Desk enables you to create departments and manage customer support individually for each of ...Support customers from your own domain
Provide customer support from your own domain with Zoho Desk. By default, the web address of your Help Center is a Zoho Desk subdomain such as "desk.zoho.com/portal/<mycompany>". However, you can personalize this so that your customers can submit ...Rebranding your Help Desk
There are certain organization-specific details which help differentiate one organization from the other. Zoho Desk recommends users with Administrator's privilege to rebrand their help desk so that their agents and end users will share these common ...
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