Hello everyone,

We have introduced instant and scheduled notifications on some of the most popular chat platforms to facilitate easy collaboration, quick action, and wider reach. 

Workflow notifications can be sent to the following chat platforms: 

This allows  agents to receive notifications about their schedules, work updates, ticket SLAs and more on their preferred chat platform. For example, if a high priority ticket is an hour away from the time a response is due, a chat notification will ensure the agent doesn't miss it and prioritizes it before escalation is required. 

Workflow Rules now include a new custom action which sends notification via Slack, MS Teams, Google Chat, or Zoho Cliq. These workflow rules can be triggered for all the modules.

The notification message can include field placeholders, such as Ticket ID, Subject, Description, Status, Priority, and more, to give complete details in the message.

The option to send workflow notifications via Slack, Microsoft Teams, Google Chat, and Zoho Cliq is available in all data centers. For more details, please refer to the help document.

PM: @Selva Muthu 

Regards,

Velantina V

User Ed | Zoho Desk