Automatiser la gestion des SLA dans Zoho Desk avec Zoho Contracts

Automatiser la gestion des SLA dans Zoho Desk avec Zoho Contracts



Les équipes du service client s’efforcent d’assurer un support rapide, régulier et fiable pour garantir la satisfaction de chaque client. Les accords de niveau de service (SLA) permettent de clarifier les engagements en définissant les termes et conditions des services pour chaque client.
Toutefois, lorsqu’il faut activer manuellement les SLA pour chaque nouveau client, cela peut ralentir la mise en place des plans de support, provoquer des erreurs et augmenter les risques de non-conformité, ce qui peut affecter négativement la satisfaction client. C’est précisément là que l’intégration entre Zoho Desk et Zoho Contracts apporte une solution.
Zoho Contracts est un logiciel de gestion du cycle de vie des contrats (Contract Lifecycle Management – CLM) qui simplifie chaque étape du processus contractuel, de la rédaction à l’exécution, jusqu’à la gestion post-signature. En intégrant Zoho Contracts à Zoho Desk via Zoho Flow, vos clients sont automatiquement intégrés dans Zoho Desk pour les services de support dès qu’un SLA devient actif dans Zoho Contracts.

Les défis de la gestion manuelle des SLA

Une fois un SLA signé, l’équipe support doit :
  1. Créer le compte du client dans Zoho Desk
  2. Ajouter manuellement ses coordonnées
  3. Associer le SLA et définir le plan de support
Ce processus répétitif est non seulement chronophage, mais aussi sujet aux erreurs, en particulier lorsque vous gérez des centaines, voire des milliers de clients. Une simple erreur à l’une des étapes de création du compte peut entraîner des retards dans la résolution des tickets en raison de délais d’onboarding, voire provoquer des manquements aux obligations contractuelles.

Comment Zoho Desk et Zoho Contracts s’intègrent ?

En intégrant Zoho Contracts et Zoho Desk via Zoho Flow, vous automatisez entièrement le processus de création des SLA. Voici comment cela fonctionne :
  1. Événement déclencheur - Un SLA dans Zoho Contracts passe à l’état Actif.
  2. Actions automatisées - Un compte est automatiquement créé dans Zoho Desk à partir des informations du contrat (nom, e-mail, adresse, etc.). Le SLA est ajouté automatiquement et le plan de support approprié est sélectionné pour ce compte.
  3. Résultat - Le SLA du client devient actif dans Zoho Desk dès l’entrée en vigueur du contrat. Les agents de support peuvent alors traiter les tickets conformément au SLA et au plan de support associé.

Les avantages de cette intégration

Grâce à cette intégration, les équipes de support peuvent commencer à assister les clients immédiatement après la signature du contrat, sans configuration manuelle, ce qui permet de gagner un temps précieux. Les tâches d’onboarding étant automatisées, les équipes support peuvent se concentrer sur l’essentiel.
Libérez votre équipe de support des tâches de configuration des SLA et des plans de support, afin qu’elle puisse se concentrer sur l’excellence du service. Déployez ce workflow d’intégration pour simplifier leur travail.
Consultez la vidéo de démonstration pour en savoir plus. Cette intégration est également disponible depuis Zoho Flow.

L'équipe Zoho France

    • Sticky Posts

    • Desk - Astuce #5 : Déplacer les tickets entre les départements

      Bonjour à tous, Il n'est pas rare que vos clients créent des tickets dans un département qui n'a pas l'expertise requise pour les traiter. Vous devez transférer ces tickets vers le département concerné, afin qu'ils ne passent pas à travers les mailles

    • Zoho Desk - Nouveautés 2023

      Bonjour à tous,  Comme vous le savez, Zoho cherche en permanence à vous proposer des logiciels complets et au plus proche de vos attentes. C'est pourquoi toute l'équipe Zoho Desk est fière de vous présenter la nouvelle version de votre logiciel de service

    • Desk : Le cycle de vie d'un ticket - Introduction

      Voici une nouvelle série en 3 chapitres, dans laquelle nous allons vous dévoiler comment Zoho gère l'intégralité de son service client sur Zoho Desk.   Zoho compte plus de 60 millions d'utilisateurs à travers le monde et offre plus de 50 différentes solutions.

    • Zoho Desk - Chapitre 1 : Anticipez vos besoins

      Bonjour à tous, Continuons notre série de la rentrée et découvrons comment Zoho gère 60 millions de clients grâce à Zoho Desk. Contrairement à ce que l'on peut penser le cycle de vie d'un ticket commence bien avant qu'il arrive dans notre logiciel client.

    • Desk Astuce #6 : Ajouter plusieurs comptes réseaux sociaux

      Bonjour à tous, Découvrons dans cet article comment vous pouvez ajouter plusieurs pages d'un meme réseau social dans Zoho Desk. Pour cela suivez les étapes suivantes : Connectez-vous à Zoho Desk avec les privilèges d'administrateur. Cliquez sur les paramètres

      • Recent Topics

      • Zoho CRM - Option to create Follow-Up Task

        When completing a Zoho CRM Task, it would be very helpful if there was an option to "Complete and Create Follow-Up Task" in the pop-up which appears. It could clone the task you are closing and then show it on the screen in edit mode, all the user would

      • Mandatory Field - but only at conversion

        Hello! We use Zoho CRM and there are times where the "Lead Created Date & Time" field isn't populated into a "Contractor" (Account is the default phrase i believe). Most of my lead tracking is based on reading the Lead Created field above, so it's important

      • Zoho CRM for Everyone's NextGen UI Gets an Upgrade

        Hello Everyone We've made improvements to Zoho CRM for Everyone's Nextgen UI. These changes are the result of valuable feedback from you where we’ve focused on improving usability, providing wider screen space, and making navigation smoother so everything

      • File Upload field automatically replaces spaces with underscores – support experience

        Hi everyone, I want to share my recent experience regarding the File Upload field behavior in Zoho Creator and my interaction with the Zoho support team. When a user uploads a file, the system automatically renames the document by replacing spaces in

      • Deluge function to copy parent record file upload field to child record file upload field

        I'm stuck trying to write a deluge function that is triggered via automation in child record "Appointments," confirms if a file is in file upload "Report" field of parent "Contacts" record via Contacts lookup field "Contact_Name". If no file is in parent

      • Zoho Books Sandbox environment

        Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

      • Make panel configuration interface wider

        Hi there, The same way you changed the custom function editor's interface wider, it would be nice to be able to edit panels in pages using the full width of the screen rather than the currently max-width: 1368px. Is there a reason for having the configuration panel not taking the full width? Its impossible at this width to edit panels that have a lot of elements. Please change it to 100% so we can better edit the layouts. Thanks! B.

      • Image Compression Options

        Much better if we have level of options to compress the image [20%, 40%...] We are dealing with service reports daily that has before and after photos (image field)- the file size too large and one thing, the current limit is 10mb or 15mb for report

      • Cannot get code to work with v2.mergeAndStore!

        Please can someone help me pass subform items into a repeating mail merge table row using v2.mergeAndStore? I have a mail merge template created in Writer and stored in Workdrive. This template is referenced by a custom CRM function which merges all of

      • How to hide or archive a blog post temporarily in Zoho commerce website builder?

        I would like to temporarily hide or archive a blog post in zoho commerce website builder so that it doesnt appear on my website till I enable it again. I tried to look for this option but could not find it.  It only allows me to permanently delete a blog

      • Exported Report File Name

        Hi, We often export reports for information. It is time consuming to rename all the reports we export on a weekly basis, as when exported their default name is a seemingly random string of numbers. These numbers may be important, I'm not sure, but I am suggesting you add in the title of the report into the default name of the report. Maybe you need the random numbers, then keep them in and add the title next to the numbers in a similar fashion to 'Data Administration' - 'Export Data'. This would

      • Founders using Zoho — are you leveraging Zoho Campaigns + Zoho Social for thought leadership… or just sending emails?

        I’ve noticed something interesting in the Zoho ecosystem. Many founders use Zoho Campaigns and Zoho Social for basic marketing—newsletters, scheduled posts, and announcements. But very few are using these tools strategically to: • Position themselves

      • WATERFALL CHART IN ZOHO ANALYTICS

        Hi Team, I would like to know whether Zoho Analytics currently supports a Waterfall Chart as a built-in visualization type. If yes, could you please share the steps to create one? If not, is there any workaround or recommended method to build a Waterfall

      • How to mix different types of inputs (such as dropdown list and textbox)

        Hi, I'm creating a form called "Room Reservations" for a company. I created a "table" using "Matrix Choice". I created "Room 1", "Room 2" and "Room 3" with the "Questions". I would then like to create two columns with the "Answers", one called "Department"

      • Reply to Email for SO/PO

        Hello, We are new to Zoho Books and running into an issue. Our support@ email is our integration user. When our team is sending out PO/SO's we are updating the sender email, but for some reason many of our responses are coming back to our support@ email

      • How to Convert NSF to PST Format Effortlessly? - SYSessential

        It is highly recommended to obtain the error-free solution of the SYSessential NSF to PST converter to convert NSF files from Lotus Notes. Using this professional software, it becomes easier to convert all NSF database items, including emails, journals,

      • Zoho Commerce - Poor Features Set for Blogging

        Hi Zoho Commerce team, I'm sure you will have noticed that I have been asking many questions about the Blogs feature in Commerce. I thought that it would be useful if I share my feedback in a constructive way, to highlight the areas which I feel need

      • Pass shipping info to payment gateway Zoho Books to Authorize.net

        For some reason the integration from Zoho books to Authorize.net does not pass the shipping address. Authorize.net is ready to receive it, but zoho books does not send it

      • Massive Zoho Books failure

        We have not received any communication or notification from Zoho, but we have detected that Zoho Books is not working for all our users. We cannot access or use Zoho Books. This is critical. We are trying to contact Zoho on the Spain telephone number,

      • Does the Customer “Company Name” field appear anywhere in the Zoho Books UI outside of PDFs?

        Hi everyone, I’m trying to understand how the Company Name field is actually used in Zoho Books. There is a Company Name field on the customer record, but when viewing transactions like a Sales Order in the normal UI (non-PDF view), that field doesn’t

      • Email outbox is now available in the sandbox

        Hello all! Testing emails without visibility has always been a blind spot in the sandbox. With the new Outbox, that gap is closed. You can now view and verify every email triggered from your sandbox, whether it’s through workflows, approvals, or mass

      • Looking For Recruit Developer

        Hi everyone, I am looking for a Zoho Certified Developer to assist with a development project for MetalXpert. We are building a software system designed to bridge the gap between a candidate mobile app and an employer web portal using Zoho Recruit as

      • sales IQ issue on website

        i integrated the zoho sales IQ code on the website but it is comming in distroted form i am sharing the screenshot below the website is bulit in wix platform

      • Multi-currency and Products

        One of the main reasons I have gone down the Zoho route is because I need multi-currency support. However, I find that products can only be priced in the home currency, We sell to the US and UK. However, we maintain different price lists for each. There

      • Deprecation of the Zoho OAuth connector

        Hello everyone, At Zoho, we continuously evaluate our integrations to ensure they meet the highest standards of security, reliability, and compliance. As part of these ongoing efforts, we've made the decision to deprecate the Zoho OAuth default connector

      • I need to know the IP address of ZOHO CRM.

        The link below is the IP address for Analytics, do you have CRM's? IP address for Analytics I would like to know the IP address of ZOHO CRM to allow communication as the API server I am developing is also run from CRM. Moderation Update: The post below

      • Important Update: Google Ads & YouTube Ads API Migration

        To maintain platform performance and align with Google's newest requirements, we are updating the Google Ads and YouTube Ads integrations by migrating from API v19 to the newer v22, before the official deprecation of v19 on February 11, 2026. Reference:

      • Zoho recruit's blueprint configuration is not functioning as mapped

        Current Status: Zoho Blueprint is not functioning as configured. Issue: We are moving a Candidate status in Zoho Recruit "for active file" but we encountered: "Status cannot be changed for records involved in Blueprint." This happens to various client

      • Add notes in spreadsheet view

        It would be great if we could Add/edit notes in the spreadsheet view of contacts/leads. This would enable my sales teams to greatly increase their number of calls. Also viewing the most recent note in the Contact module would also be helpful.

      • Super Admin Logging in as another User

        How can a Super Admin login as another user. For example, I have a sales rep that is having issues with their Accounts and I want to view their Zoho Account with out having to do a GTM and sharing screens. Moderation Update (8th Aug 2025): We are working

      • Blocklist candidates in Zoho Recruit

        We’re introducing Block Candidate, which helps recruiters to permanently restrict a candidate from applying to current/future job openings. Once the candidate is blocked, they will no longer be able to participate in the recruitment process. This will

      • Admin asked me for Backend Details when I wanted to verify my ZeptoMail Account

        Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?

      • Zoho Desk - Upsert Ticket

        Hi Desk Team, It is common to request more information from end-users. Using forms is a great way to ensure all the required information is collected. It would be great if there were an "upsert" option on the Zoho Form -> Zoho Desk integration which would

      • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

        The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Latest update

      • Client Side Scripts for Meetings Module

        Will zoho please add client side scripting support to the meetings module? Our workflow requires most meeting details have a specific format to work with other software we have. So we rely on a custom function to auto fill certain things. We currently

      • Introducing Multiple Sandbox Types and Support for Module's Data Population

        Register here for the upcoming Focus Group webinar on Multiple Sandbox | Help documentation to learn more about the new enhancements Hello everyone,  Sandbox in CRM is a testing environment for users to create and test new configurations like workflow

      • CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive

        Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files

      • Creator Offline

        We had online access setup and working on our iphones. We have just set it up on an 'Android Tablet' and it is not downloading all the images? We use it to show customers our catalogue. Any ideas. Offline components all setup on both devices

      • Drag 'n' Drop Fields to a Sub-Form and "Move Field To" Option

        Hi, I would like to be able to move fields from the Main Page to a Sub-Form or from a Sub-Form to either the Main Page or another Sub-Form. Today if you change the design you have to delete and recreate every field, not just move them. Would be nice to

      • Enable or disable any Field Rule!

        Hello Zoho Forms Community, We are excited to announce a powerful new enhancement to Field Rules that gives you greater control and flexibility in managing your form logic! Previously, if you wanted to temporarily deactivate a field rule, you had two

      • Next Page