Desk | General | Knowledge Base

General
Canned Messages for Instant Messaging in Zoho Desk
Need a faster way to reply to customer messages on WhatsApp, Instagram, Facebook Messenger, and other platforms? Canned Messages are here to help your agents stay quick, clear, and consistent, no matter how many chats they handle. What are Canned ...
Measuring Customer Happiness in Instant Messaging
Getting genuine, useful feedback after a chat support interaction shouldn’t feel forced for you or your customers. With Zoho Desk, you can gather honest feedback without interrupting the conversation flow. This guide covers how Customer Satisfaction ...
Introduction to Instant Messaging
Instant messaging (IM) enables you to connect with your customers on the messaging apps they use, such as WhatsApp, Telegram, Facebook Messenger, and more. This feature consolidates customer conversations from various platforms into one unified ...
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 ...
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 set up a new agent Click the Setup icon (). Go to User Management > Agents. Click New Agent. Fill in the agent’s First Name, Last Name, Email, and assign a Department. Choose the appropriate Role & Permissions: Agent Access to all tickets ...
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 ...

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