Monthly Release Round-up - November 2023

Monthly Release Round-up - November 2023

Hello everyone,

We are happy to share a quick overview of all the features and enhancements that were released last month. 

Search tickets in My Area using views and custom filters

My Area in Help Center is one place where customers can view all the tickets they have raised. We have introduced a separate tab called "Views" where tickets are categorized into different groups such as: Open, Overdue, On Hold etc.
In addition to these predefined filters, customers can filter tickets based on the following parameters:  
  • Departments: Useful if the user is part of more than one department. They can quickly filter the tickets created under a particular department.
  • Channels: Search can be further narrowed down to see tickets created in different channels such as email, web, chat, forums, Twitter, and Facebook.
  • Priority: To find how quickly their tickets will be resolved, users can select the priority level: high, medium, or low. The priority status is the same as designated in the Desk account.
  • Ticket custom status: Ticket status can be customized to match ones business needs. For eg., an ITSM company would include urgent, customer requirement, service expired and so on. These custom status can be displayed in My Area allowing customers to use them to sort their tickets. Read more about setting ticket status. Note that, admins can select if they want to display custom status in the help center from the Help Center Access Settings.  
Assign tickets in a sequential manner using the Round Robin method

We have introduced a third form of round-robin assignment called Sequential assignment. In addition to the load balancing and skill based assignment, admins can now set sequential assignment to assign tickets equally among the agents. The system will follow the order in which the agents are added during configuration to assign tickets.
This method of assignment can be useful when tickets need to be assigned based on the expertise or level of proficiency. The subject matter experts can be first in the order followed with other team members, this will ensure that the tickets are first assigned to the SMEs.     
View tickets tab in the Social module
We have introduced the Tickets tab inside Social module, which will allow users to view the tickets that are associated with a specific post or message within their social media feeds, direct messages, or private messages. This allows users to review all linked tickets without having to navigate away from the social module.

Help Doc 


Optimize customer interactions in Instant Messaging channels with GC widgets
Businesses can experience the power of automated/bot conversations in instant messaging channels. By creating GC widgets and associating them with the IM channel, the chat service can be switched between a bot and a human seamlessly to add a personal touch to the customer support experience. It also proivdes a platform to improve agent productivity by allowing manual intervention in the conversation only when its required.
Integrate Facebook messenger with Zoho Desk
Another step towards providing seamless communication from one platform. By integration Facebook messenger with Desk, the agents can converse with the customers who sent a query through messenger right from the Desk's IM module without logging into Facebook.  
Skip "reply all" action during Blueprint transition
In Blueprints, during transition it was mandatory to send a reply to all the stakeholders. In some cases, it may not be necessary to send replies, for example monthly system maintenance. To facilitate this, agents can now check "skip this reply" option which will allow them to continue the transition without sending a mandatory reply.
Add more departments using the Department Add-on
By default the Enterprise edition users can add 50 departments to their Desk account. They can now use the Department add-on to add a maximum of 450 departments. Note that an org can have a maximum of 500 departments. The add-on can be accessed from Zoho Store. The charges for purchasing extra departments is as follows:
  • Monthly: $7 per department  
  • Annual: $6 per department
Notification to article owners when a comment is made
When a customer makes a comment in the KB article, the owner will be notified via email to take quick action.

Hope you find this useful.

Regards,
Anumita Gupta
Zoho Desk | User Ed

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