General
Measuring Customer Happiness with Instant Messaging
Hear your customers' voices by enabling customer happiness ratings on Zoho Desk. A customer's happiness rating helps you see what they think about the support they receive at the end of each response or closing their ticket. The integrated analytics ...
Setting Conversation Rules in Instant Messaging
In this article, we will cover the two conversation rules—the auto-close timer and the business hours—that can be applied to chats to increase your team's efficiency. Auto-close Conversations Businesses can help agents effectively manage their ...
How to manually create a ticket in the Instant Messaging module
A ticketing system works by creating a document (known as a "ticket") that records all interactions related to a support or service case. With Zoho Desk, a ticket can be created for a single important message that is part of a broader customer ...
IM Workflows - Custom Actions Gallery
Zoho Desk offers a set of functionalities to automate and simplify the customer support process. The workflows allow you to create customizable actions and to also write custom functions to automate any of your repetitive support workflows, reducing ...
Purchasing IM Credits - Partner's User Guide
How to purchase IM credits from Zoho Store In this section, we will discuss how partners can purchase IM Credits. Please find the below steps to purchase IM credits offline, so that both the partners' customers and direct customers can obtain credits ...
Getting started with the IM Dashboard
Dashboard - One place to monitor all your Conversations Data A dashboard is where your customer-centric teams can see all business data in a single view. You can view all your customer conversations, discover insightful metrics, and organize outgoing ...
Zoho is now a WhatsApp Business Service Provider
NEW WhatsApp Business Partner Zoho's Instant Messaging team proudly announces that we are now WhatsApp's Business Service Provider (BSP). We have partnered with Meta to provide the best solutions to increase revenue and deliver a prompt messaging ...
How to enable Auto-Response messages for your business?
In this article, we will cover the two automatic replies that can be sent to end users—the welcome and offline messages. Automatic response messages help give customers the right information at the right time to show that you are there for them ...
Managing Payments for IM through Zoho Desk
Managing IM Credits • Among the most widely used messaging channels, only WhatsApp charges its user for sending messages. Soon, other platforms might follow suit and charge their users for sending messages to customers. Note: WhatsApp charges ...
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 ...
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 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 ...
How to create Canned Messages in IM?
What are Canned Messages? Canned Messages are pre-drafted responses to frequently asked questions that you can use during an interaction with customers. They allow you to respond to customers' questions promptly without having to write the same ...

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