Dear Zoho Desk Team,

We are writing to propose a new feature that leverages the existing integration between Zoho Desk and Zoho Cliq that send Cliq Notifications for the Activities modules.

We recently learned about the "Cliq Notifications for Activities" feature.
This functionality is a valuable first step; however, we believe it can be further enhanced to streamline communication during agent unavailability.

Current Scenario and Limitation:

Currently, the Cliq notification feature requires manual intervention. When an agent encounters unexpected unavailability (sickness, meeting conflict, etc.) and cannot attend a scheduled call, they must manually reassign the call to another agent. This process can be time-consuming and reactive, potentially leading to missed customer interactions.

Proposed Feature:

We propose an enhancement to automatically trigger a Cliq notification whenever an agent's scheduled activity conflicts with their availability.

This notification would:

• Alert the designated Cliq channel (e.g., #SupportTeam) about the agent's unavailability.
• Include details of the scheduled call (customer name, call time, etc.).
• Encourage other team members to take ownership of the call.

Benefits:

This automation would offer several key benefits:

• Improved Response Time: By automatically notifying the team, another agent can promptly address the customer's call, minimizing wait times and enhancing customer satisfaction.
  
  
• Reduced Agent Burden: Automating notifications frees up agents to focus on attending to available calls and resolving customer issues.
  
  
• Enhanced Collaboration: Streamlined communication within the support team ensures that critical customer interactions are not missed due to unforeseen agent unavailability.

We believe this feature aligns with Zoho's commitment to providing seamless integration and improved collaboration within its product suite. We are confident that this automation will significantly enhance the efficiency and effectiveness of our Zoho Desk operations.

Thank you for considering our request. We look forward to your response and the potential implementation of this valuable feature.

Sincerely,