Zoho サービス 自社活用例の紹介 - #2 Zoho Desk コミュニティ機能

Zoho サービス 自社活用例の紹介 - #2 Zoho Desk コミュニティ機能

こんにちは！コミュニティチームの鳥越です。本投稿では、Zoho サービス自社活用事例として「Zoho Desk 」コミュニティ機能を取り上げます。
弊社では、皆さまからの問い合わせ対応やナレッジベースの公開にZoho Desk を利用していますが、実はこのオンラインフォーラムもZoho Desk で構築しています。

Zoho Deskとは？
問い合わせ管理・ヘルプデスクツールです。メール、Webフォーム、SNSなど複数のチャネルからきた問い合わせを一元管理できるほか、自動化による問い合わせ対応の効率化、チーム間のナレッジ共有、ユーザーコミュニティの構築をサポートする機能などを備えています。

＞＞Zoho Desk Webサイト：https://www.zoho.com/jp/desk/

◼︎オンラインフォーラムの運営・管理：Zoho Desk コミュニティ機能

フォーラムのプラットフォーム
当フォーラムは、コミュニティ機能のテンプレートを使って構築しています。カテゴリーを分けて複数のフォーラムを作成できるため、例えばZOHO ではサービスや国ごとのコミュニティでフォーラムを分け、それぞれのチームがユーザーさんからの投稿に対応しています。


なお、ユーザーの皆さんは以下のリンクから全カテゴリーのフォーラムを確認できます。
各サービスに関する、全世界のユーザーから寄せられた質問やアイデアを確認、投稿もできるので、本社メンバーに聞きたいこと・ご意見がある際はぜひ見てみてください！(英語対応となります）


投稿の管理
フォーラムの投稿一覧は、私たち運営側のDesk 画面では以下のように表示されています。時系列順の表示ほか、ユーザー別の投稿一覧や、関連するCRM の情報をDesk 上から確認できるため、投稿したユーザーがどのサービスを利用しているのか、直近でどのような問い合わせがあったのか、など背景をより理解しながら対応を行うことにつながっています。

Zoho Desk コミュニティタブからみる投稿一覧画面（投稿やユーザーにカーソルをあわせると、フォロワーの詳細や関連情報にアクセスできます）

ユーザー別の投稿一覧（CRM内の顧客情報や商談情報を表示）



フォーラムの分析
コミュニティタブのダッシュボード機能では、フォーラムの分析レポートを確認できます。
例えば、今週投稿されたトピックの数やそれに対するコメントの割合、上位の貢献者ユーザーなど、リアルタイムにデータが更新され、フォーラムの最新の状況を確認できます。


＜その他のコミュニティ機能＞
・投稿、コメント、いいね！などの行動に対してポイントやバッジを付与するゲーミフィケーション機能
・フォーラムの閲覧や投稿権限を登録済みのユーザーのみにするなど、フォーラム利用範囲の設定

また、フォーラム上で受けた質問を問い合わせのチケットとして変換し、Zoho Desk で個別のやり取りを行うことが可能です。カスタマーサポートの機能と同じプラットフォームで管理できる点はZoho Desk の魅力の１つだと感じています！

いかがでしょうか。Zoho Desk はZoho CRM Plus / Zoho One にも含まれているサービスなので、機会がある方はコミュニティ機能をぜひお試しください。

【Zoho Desk 関連のお役立ち情報】
・Zoho Desk コミュニティ機能について

この投稿が参考になりましたら、フォーラムからぜひリアクション（投票）をお願いします！

ーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーー
＋＋Zoho オンラインフォーラムに投稿された情報を、いち早くGETしませんか？＋＋

︎Zoho Japan Community フォーラムの右側「フォローする」ボタンをクリックいただくと、最新の新着投稿やコメントをメールでお送りします。興味のあるサブフォーラムの投稿のみ通知を受け取ることも可能です。
（フォーラムTopから興味のあるサブフォーラムをクリック後「フォローする」をクリック）
コミュニティのイベント情報も当フォーラムでお知らせ予定ですので、ぜひフォローをお願いします！






        • Recent Topics

        • Zoho Books blocks invoicing without VeriFactu even though it is not mandatory until 2027

          I would like to highlight a very serious issue in Zoho Books for Spain. 1. The Spanish government has postponed the mandatory start of VeriFactu to January 1st, 2027. This means that during all of 2026 businesses are NOT required to transmit invoices

        • Problem : Auto redirect from zoho flow to zoho creator

          Hi there, I've been waiting for zoho team to get back on this for last couple of days. Anyone else have the problem to access zoho flow? everytime I click on zoho flow it redirects me to zoho creator. I tried incognito mode but it still direct me to zoho

        • Trouble with using Apostrophe in Name of Customers and Vendors

          We have had an ongoing issue with how the system recognizes an apostrophe in the name of customers and vendors. The search will not return any results for a name that includes the mark; ie one of our vendors names is "L'Heritage" and when entering the

        • Why am I seeing deleted records in Zoho Analytics syncing with Zoho CRM?

          I have done a data sync between Zoho CRM and Zoho Analytics, and the recycle bin is empty. Why do I see deleted leads/deals/contacts in Zoho Analytics if it doesn't exist in Zoho CRM? How can I solve this problem? Thanks

        • Nueva edición de "Ask The Expert" en Español Zoho Community

          ¡Hola Comunidad! ¿Te gustaría obtener respuestas en directo sobre Zoho CRM, Zoho Desk u otra solución dentro de nuestro paquete de CX (Experiencia del Cliente? Uno de nuestros expertos estará disponible para responder a todas tus preguntas durante nuestra

        • How to use MAIL without Dashboard?

          Whenever I open Mail, it opens Dashboard. This makes Mail area very small and also I cannot manage Folders (like delete/rename) etc. I want to know if there is any way to open only Mail apps and not the Dashboard.

        • Peppol: Accept Bill (Belgium)

          Hi, This topic might help you if you're facing the same in Belgium. We are facing an issue while accepting a supplier bill received by Peppol in Zoho Books. There is a popup with an error message: This bill acceptance could not be completed, so it was

        • click to call feature

          I've Zoho CRM and in that i want click to call feature.

        • Zoho Books is now integrated with Zoho Checkout

          Hello everyone,   We're glad to be announcing that Zoho Books is now integrated with Zoho Checkout. With this integration, you can now handle taxes and accounting on your payment pages with ease.   An organization you create in Zoho Checkout can be added to Zoho Books and vice-versa. Some of the key features and benefits you will receive are:   Seamless sync of customer and invoice data With the end-to-end integration, the customer and invoice details recorded via the payment pages from Zoho Checkout

        • Sync Issue

          My Current plan only allows me with 10,000 rows and it is getting sync failure how to control it without upgrading my plan

        • Add Zoho PDF to Zoho One Tool Applications

          It should be easy to add from here without the hassle of creating a web tab:

        • JOB WISE INVOICE PROCESS

          I WANT TO ENABLE JOB WISE TRACKING OF ALL SALES AND PURCHASE

        • PDF Template have QTY as first column

          I want to have the QTY of an item on the sales orders and invoices to be the first column, then description, then pricing. Is there a way to change the order? I went to the Items tab in settings but don't see how to change the order of the columns on

        • RAG (Retrieval Augmented Generation) Type Q+A Environment with Zoho Learn

          Hi All, Given the ability of Zoho Learn to function as a knowledge base / document repository type solution and given the rapid advancements that Zoho is making with Zia LLM, agentic capabilities etc. (not to mention the rapid progress in the broader

        • Welcome to the Zoho ERP Community Forum

          Hello everyone, We are thrilled to launch Zoho ERP (India edition), a software to manage your business operations from end to end. We’ve created this community forum as a space for you to ask questions, comment answers, provide feedback, and share your

        • In App Auto Refresh/Update Features

          Hi,    I am trying to use Zoho Creator for Restaurant management. While using the android apps, I reliased the apps would not auto refresh if there is new entries i.e new kitchen order ticket (KOT) from other users.   The apps does received notification but would not auto refresh, users required to refresh the apps manually in order to see the new KOT in the apps.    I am wondering why this features is not implemented? Or is this feature being considered to be implemented in the future? With the

        • Consolidated report for multi-organisation

          I'm hoping to see this feature to be available but couldn't locate in anywhere in the trial version. Is this supported? The main aim to go to ERP is to have visibility of the multi-organisation in once place. I'm hopeful for this.

        • IMAP mail after specify date

          Hi My customer's mail server is on premise and mail storage is very huge. So It never finish sync. and finally stop sync. Cloud CRM have a option like zoho mail sync mail after some date.

        • Claude + MCP Server + Zoho CRM Integration – AI-Powered Sales Automation

          Hello Zoho Community 👋 I’m excited to share a recent integration we’ve worked on at OfficehubTech: ✅ Claude + MCP Server + Zoho CRM This integration connects Zoho CRM with Claude AI through our custom MCP Server, enabling intelligent AI-driven responses

        • Issue with open-rate reporting in Zoho Campaigns

          Hello, Since yesterday I’ve been experiencing an issue with the open-rate reports in Zoho Campaigns. The campaigns I send appear in the reports as if none of the emails have been opened, even though I know they have. To verify this, I replicated the campaign

        • Notes badge as a quick action in the list view

          Hello all, We are introducing the Notes badge in the list view of all modules as a quick action you can perform for each record, in addition to the existing Activity badge. With this enhancement, users will have quick visibility into the notes associated

        • Search Bar positioning

          Why is the Search bar on the far right when everything is oriented towards the left?

        • Basic Mass Update deluge schedule not working

          I'm trying to create a schedule that will 'reset' a single field to 0 every morning - so that another schedule can repopulate with the day's calculation. I thought this would be fairly simple but I can't work out why this is failing : 1) I'm based in

        • The Social Playbook - January edition: Getting started with content creation

          Social media isn’t just about posting some random content. It’s about why certain content works, how brands stand out, and what makes people pause mid-scroll. The Social Playbook is a monthly community series where we break all of that down. Through real

        • Import Error: Empty values for mandatory fields - Closing Date

          Hello, I've tried multiple times to import a CVS Potential list from another Zoho account. But the error message I get is: Empty values for mandatory fields - Closing Date There are valid dates in this field, so I don't understand why this error messages

        • Adding custom "lookup" fields in Zoho Customization

          How can I add a second “lookup” field in Zoho? I’m trying to create another lookup that pulls from my Contacts, but the option doesn’t appear in the module customization sidebar. In many cases, a single work order involves multiple contacts. Ideally,

        • Special characters (like â, â, æ) breaking when input in a field (encoding issue)

          Hey everyone, We are currently dealing with a probably encoding issue when we populate a field (mostly but not exclusively, 'Last Name' for Leads and Contracts). If the user manually inputs special characters (like ä, â, á etc.) from Scandinavian languages,

        • Feature Requests - Contact Coloured Picklist Visibility & Field Visibility During Ticket Creation

          Hi Desk Team, I have 2 feature requests for you. Since Coloured Picklists are now available in Desk, It would be great if the colours were visible on the Related Details (Contact Information) when creating a ticket. In the screenshot below, I have 2 fields

        • How to integrate XML with Zoho CRM

          Hi, I have an eCom service provider that gives me a dynamic XML that contains order information, clients, shipments... The XML link is the only thing I have. No Oath or key, No API get... I want to integrate it into Zoho CRM. I am not a developer nor

        • Feature Request - Ability to Customise Contact Info Card on Ticket Details View

          Hi Desk Team, I've added a "Contact Priority" and "Account Prioirty" field and it would be very useful to agents if they could see that information in the Contact Info card on the Ticket Details view. It would be great if we could choose some fields to

        • Tax in Quote

          Each row item in a quote has a tax value. At the total numbers at the bottom, there is also a Tax entry. If you select tax in both of the (line item, and the total), the tax doubles. My assumption is that the Tax total should be totalling the tax from

        • Zoho Flow integration with Facebook Messenger and Whatsapp

          Hi there,  any plans of adding integrations with Facebook Messenger and Whatsapp into Zoho Flow? Seems that more and more business are delivering automated updates such as "your order is received",  "your order has been shipped" and so on via these two platforms. Not sure if Whatsapp has the API access needed i am pretty sure that Facebook Messenger has... Kind regards Bo Thygesen 

        • 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. 

        • Campaigns unsubscribe/manage preferences links

          Hi, Where can I edit the unscubscribe and manage preferences link in the footer of the email. I would like it so that when you click 'manage preferences' an form opens up that allows the person to choose what type of emails they do and don't wish to

        • email address somehow still not verified (?!)

          L.S. After creating a new email template in CRM I was about to send a group email to my clients, then Zoho CRM announced that they would change the sender address to some kind of Zoho-e-ddress because my email address "has not been verified". Not only

        • Marketing Tip #17: Add credibility to your online store with Review Widgets

          One of the fastest ways to build trust in an online store is to show real customer feedback right where people are deciding to buy. Third-party widgets let you embed things like Google Reviews, Instagram feeds, or even a WhatsApp chat button. These add

        • adding several team members to an Opportunity

          How can we add several team members to one opportunity for collaboration? I have researched and only found something called Deal Team which I cannot find in my CRM to configure.

        • PDF Annotation is here - Mark Up PDFs Your Way!

          Reviewing PDFs just got a whole lot easier. You can now annotate PDFs directly in Zoho Notebook. Highlight important sections, add text, insert images, apply watermarks, and mark up documents in detail without leaving your notes. No app switching. No

        • Bulk update Profile Permissions

          Dears, What should we do if we add new forms or reports and need to update more than 20 permissions? Updating them one by one feels pretty harsh, doesn’t it?

        • From Zoho CRM to Paper : Design & Print Data Directly using Canvas Print View

          Hello Everyone, We are excited to announce a new addition to your Canvas in Zoho CRM - Print View. Canvas print view helps you transform your custom CRM layouts into print-ready documents, so you can bring your digital data to the physical world with

        • Next Page