Zoho Desk now integrates with Google Chat

Zoho Desk now integrates with Google Chat

Greetings!

 

We're thrilled to share that Zoho Desk can now be integrated with Google Chat. This integration creates a powerful solution for businesses seeking to enhance collaboration, facilitate seamless communication between agents, and streamline customer support operations within a single workspace.

What is Google Chat? 

Google Chat is a real-time messaging and collaboration platform designed to facilitate communication and teamwork. It's a versatile tool suitable for both personal and professional use, offering features that make communication seamless.

How does it benefit Zoho Desk users?

  1. Enhanced customer support: With this integration, customer support agents can access ticket requests and insights directly within their Google Chat interface. This means quicker issue resolution, reduced response times, and improved customer satisfaction.
  2. Efficient task management: The integration enables agents to view, create, assign, comment, and update the status of customer support tickets directly from their Google Chat window.
  3. Improved communication: Google Chat's real-time messaging capabilities enable seamless communication among support teams. Agents can easily share information, collaborate on issues, and resolve customer requests more effectively.

 

Imagine a user operating an e-commerce business. With this integration, their customer support team can swiftly address customer inquiries without leaving Google Chat. For instance, an agent can view a support ticket in Google Chat Spaces, assign it to a team member, and update its status—all within the chat interface, saving time and reducing chances of inadvertent errors.

 

How to get started:

 

Users can integrate Zoho Desk with both Google Chat Spaces and Personal Chat. 

 

In Google Chat Spaces, users can:


  • Use commands to create and view their Desk account's support tickets.



  • Assign support tickets to agents or teams.



  • Receive real-time notifications for various activities, such as ticket creation, status modifications, and ticket escalations.
  • View statistics for tickets pending resolution and ticket resolution summary.



  • Update support ticket statuses and more.


 

 

In Personal Chat, users can:

  • Customize their Personal Chat settings to receive updates, notifications, and other information tailored specifically to them. 
  • Use commands to create and view their Desk account's support tickets.
  • Receive real-time notifications for specific actions, like mentions in a Desk ticket, ticket assignments, and blueprint transitions.



  • Update support ticket statuses.



  • Assign owners to support tickets and more.



To learn more about Desk and Google Chat Integration, refer to the help doc.

 

We hope this Desk and Google Chat integration will further enhance and simplify your support processes. 

 

This integration is now available for all users across DCs. We encourage you to give it a try and share your thoughts with us. If you have any questions or need assistance, please don't hesitate to reach out!

 

Thanks and have a great day!

 

Regards,

Varsha P | Zoho Desk 




      • Sticky Posts

      • Webinar 2: Supercharged customer support for growing business

        Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

      • Customize Colors of your Customer Self Service Portal

        You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

      • Edit and Delete options in Comments

        A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

      • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

        In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

      • Announcing the New and Improved Article Editor

        KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!