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

    • Getting Project Template List using the REST API

      I am trying to confirm that I can use the REST API to create a project using a project template. The API documentation indicates this is possible by providing the Template ID, but it is not clear at all how to get a list of available Project Templates

    • How to display the CONTACT ID in the Contact page

      Hi, I've seen this conversation below and it is exactly the same question I'm raising now, but unfortunately the last message is not solved https://help.zoho.com/portal/community/topic/show-contact-id-while-editing-contact-form I need to show the ContactId and I don't know how to do this. The last message included in the conversaton shows the way but not it is not completed. "I am sorry by default we do not have the option to show the record ID for the contacts in the field in a record. When you

    • How to change margins in templates

      Hi, I'm new to Zoho Campaigns, and am trying to figure out how to adjust the margins within an email template.  The default margins make the text go all the way to the edges of the page.  Please advise.

    • Create Canvas list view templates from images powered by Zia

      Currently available for all paid editions of Zoho CRM in the US, EU, IN, JP & CN DCs. Designing a personalized CRM interface just got even easier. In today’s fast-evolving digital landscape, AI is transforming the way we work by automating complex tasks

    • Painfully Slow Zoho mail

      Since yesterday Zoho Mail seems to have starting functioning very slowly and having a few bugs. It's slow to open mails, slow to send, slow to change between email accounts. Sometimes clicking on a particular folder (eg Sent folder) stops working and

    • "Wrong password or login" Problem to configure Zoho on MAIL App on my Macbook

      Hi, I'm having problems to configure my e-mail on my MAIL App(Macbook pro). My e-mail is hari@trespontoum.net Actually was working perfectly, and still working on my Iphone. My MAIL App prompt me that my login or password is wrong. I tried to change 3

    • "User already exist in your org"

      Hello, I've just read a discussion about this issue, which didn't solve my problem. I'm trying to add the following emails: sales@kiss-my-boutique.co.uk returns@kiss-my-boutique.co.uk orders@kiss-my-boutique.co.uk I'm getting an error message each time I try and add them. None of them are primary or secondary emails and none of them have been created as users before. I know this as when I try and login and do 'forgot my password' all I get is an error message saying 'user invalid'. Please advise.

    • Operation Not Permitted

      Hi, I have problem in adding user after verifying the domain but it seems like error appeared which is "operation not permitted". For your information, I had delete other domain before did it.

    • Email forwarding setup fails

      I'm trying to set up email forwarding from my Zoho email to my gmail address. I followed the directions to set up email forwarding here: https://www.zoho.com/mail/help/email-forwarding.html. I did only steps 1-6. After doing this, rather than setting

    • Shopify store email issues- Not getting emails

      Hi We have migrated from Microsoft outlook to Zoho back in March, we have a shopify store, the domain is hosted on namesilo, not shopify, I have seen some people here complaining about not getting emails from customers who fill out the contact form on

    • How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

      How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

    • Invoice Discount Account

      Is there a way to change the account used for Discounts applied to an invoice? The current Discount account (ZB native account) type is an "Income" type. I would like to change it to "Other Income", but that is not possible, I am assuming because it contains

    • Need Inactive accounts to be visible in Reports in Zoho Books

      I N=need Inactive accounts to be visible in Reports in Zoho Books to do recons of the accounts but when i see the same they are not visible in the Accountant - Account Transactions report

    • javax.mail.authenticationfailedexception 535 authentication failed

      Hi, I am facing 535 authentication failed error when trying to send email from zoho desktop as well as in webmail. Can you suggest to fix this issue,. Regards, Rekha

    • Phantom Opening Balance

      While experimenting w/ creating a composite item, Zoho added funds to Petty Cash and added Bank Account equal to previous day's balance. I'm unable to undo the adding of funds. Attaching screenshots of both bank account and petty cash transactions.

    • Importing customer comments and multiple shipto addresses

      I am evaluating Zoho Books and have most of my data imported with two exceptions: (1) Import customer comments - in my current system I have several comments of different types, and I need to bring these into Zoho. Preferably Books customer records, but

    • Detailed Account Reports - Add Running Balance

      When one clicks into an account from a report (say P/L or Balance Sheet), the default reports have the Debit, Credit, and then the Amount. The Amount column (last one) is duplicate information. It would be far better and fit more peoples' use cases if

    • How to Billed from two different GST Numbers

      How to Billed from two different GST Numbers. Suppose ABC & Co had GST registration in Delhi and Haryana and Zoho account is created with Delhi GST Registration number. Now i also want to issue invoice from Haryana GST Registration number. How can i proceed ?

    • Zoho IP blocked by SpamHaus

      ERROR CODE :550 - 5.7.0 Your server IP address is in the SpamHaus SBL-XBL database, bye

    • IMAP Communication Problems - IMAP Down Again

      We are experiencing the same problems over the last week or so that were supposedly 'solved' according to this thread. Zoho Imap Down Again This is affecting attempts to use IMAP on multiple ISPs and users so is definitely narrowed down to Zoho problems.

    • Can't login to Zoho mail

      I'm logged into Zoho but when I try to go in zoho mail I get: Invalid request! The input passed is invalid or the URL is invoked without valid parameters. Please check your input and try again. I just set up my mx records and stuff with namecheap a few

    • Hotmail is STILL blocking the zoho mail IP

      Greetings, as I already mentioned in my last message, my Zoho IP has been blocked by Hotmail for more than 15 days. Although someone said that the issue was "solved," it still isn't, and this amount of time seems neither normal for a "serious" company,

    • Keyboard shortcut M key

      I'm trying to customize my keyboard shortcuts and assign the "m" key. But it says the key is already assigned. I've looked through all my shortcuts and can't see any assigned "m". When I select an email and press the M key, nothing happens. What is the

    • Manage customer access across multi-brand help centers

      Hello everyone! Managing customer's access across multiple brands has been streamlined with the ability to invite, reinvite, approve, reject, and deactivate contacts individually for each help center brand . This enhancement gives administrators precise

    • White Label certificate

      Hi all, About 72 hours ago, we fulfilled all steps for white labeling (CNAME to point to mail.cs.zohohost.eu), but since then the configuration page is now stuck at "generating certificate" since 3 days. When I execute an NSLOOKUP mail.webfoundry.be it

    • Unusual activity detected from this IP. Please try again after some time

      When i try to create new addresses on my account i am getting this error, it has been 24 hours now and i am still getting this error can anyone help

    • How to add a new domain in my account?

      Probably zoho has the worst UI in the market. Cannot add a new domain to manage a new email address.

    • Report sorting not working

      I make extensive use of Summary reports and Pivot Tables. Most of these reports are structured such that I have several columns of "information" data that I want displayed, followed by one or more "Data" summarizations. For example, I have the following

    • New Enhancements in Wizards

      Dear All, Wizards help you break a long form into a series of smaller forms on different screens, making it less overwhelming. We are thrilled to introduce a couple of enhancements to wizards in Zoho CRM: Enhancements for conditional rules in Wizards

    • Find and Merge Duplicates to trigger webhook

      My sales team uses the Find and Merge Duplicates feature often to cleanup records in the CRM. We use webhooks to signal to our internal tools database when new Contacts are created, updated, or deleted, in order to keep our DB in sync with Zoho CRM. However,

    • Charting the 2025 Voyage: Zoho Invoice's Year in Review

      2025 has been a year of progress, productivity, and purposeful growth for Zoho Invoice. From expanding into new regions to refining everyday workflows, each update was designed to help businesses stay compliant, get paid faster, and work with confidence.

    • How to Hide System-DefinedTemplates in Service Report

      Is there any option available to hide system-defined templates? these templates are causing confusion for field users.

    • WhatsApp Report in Bigin CRM

      Reporting feature for Bigin CRM’s integrated WhatsApp that provides insights such as: Number of WhatsApp conversations closed Number of messages sent and received Number of conversations replied to Response and closure metrics for WhatsApp chats More

    • Issue with Azure DevOps Integration in Zoho Flow

      Hello, All workflows between Zoho Flow and Azure DevOps have stopped working for several days now. Upon further investigation, it seems that the connection to Azure DevOps is no longer directly supported. Indeed, Microsoft has deprecated the Azure DevOps

    • Narrative 16: Simplify with workflows

      Behind the scenes of a successful ticketing system: BTS Series Narrative 16: Simplify with workflows What is a workflow? A workflow organizes business tasks in a defined sequence that makes each step clear to all participants. This ensures work is completed

    • Zoho Invoice Customer Login Portal

      Are there any plans for a customer portal to Zoho Invoice, ala Freshbooks?  I would like customers that I invoice to be able to login to review invoices and invoice history.  I have not switched from Freshbooks for this very reason.

    • Random Leads are being created

      Hi, Every few days I am getting random leads that are being created with no form interactions at all. The email addresses are from obvious spam, such as 'Easymerchantsx'. When I look at the timeline, there is a Visit record and then a Lead Created record,

    • Print a price list or price book

      Hi Community. Am I right in concluding that Zoho has no functionality to print a price list from either Zoho CRM, Zoho Inventory or Zoho Books? I won't get stuck on the fact that Zoho doesn't sync price books between Zoho CRM and Books/Inventory (more

    • Bar Chart -- sort X-axis

      Hi! I created a bar chart ("Top 10 Products by Revenue") X-axis: Product Name Y-axis: Revenue Filter: Revenue - Top 10 Here's a picture: http://screencast.com/t/ZTJlZTdkNz The x-axis is sorted alphabetically by Product Name. How can I force it to sort numerically by Revenue?

    • ZoHo Flow Custom Function not Processing JSON

      JSON is being escaped and converting all the quotes in the JSON to '"' Here's the Code: void InsertRowInE123EligibitySheet(map input) { rawData = get("data",""); decodedData = rawData.htmlDecode(); data = decodedData.toMap(); sheet_id = "ID GOES

    • Next Page