Tips & Tricks #10 Automatiseren met Zoho Desk Deel 2

Tips & Tricks #10 Automatiseren met Zoho Desk Deel 2



In deel 1 van het automatiseren met Zoho Desk las je een use case over een probleem in een appartementencomplex en hoe dit door gebruik te maken van Zoho Forms en Zoho Desk kan worden opgelost. In deel 2 lees je meer over het integreren van Zoho Forms met Zoho Desk.

Zoho Forms integreren met Zoho Desk

Wanneer je meerdere klantvragen en support verzoeken van huurders ontvangt, kan het handmatig aanmaken van support tickets in de helpdesk vervelend worden en veel tijd kosten, die anders gebruikt kan worden om je huurders te helpen. Als Zoho Desk wordt gebruikt om support tickets te beheren, kun je de Zoho Forms - Zoho Desk integratie gebruiken om de ingevoerde formulieren automatisch als support tickets naar je Desk portal te pushen. Je kunt een beschrijving toevoegen en door de huurders geüploade bestanden en afbeeldingen toevoegen aan de tickets die via deze integratie zijn aangemaakt.




Klachtenmanagement

Zoho Desk, een Omnichannel Customer Service Software, is de eerste contextbewuste helpdesk software die bedrijven helpt zich te focussen op de klant. Met Zoho Desk kun je eenvoudig helpdesk tickets toewijzen, volgen en meldingen instellen. Je kunt Zoho Desk aanpassen aan je behoeften en zorgen voor tevredenheid bij de support van je huurders.




Elk ticket dat wordt ingediend door huurders die het klachtenformulier invullen, wordt toegewezen aan één van de agenten in Zoho Desk, waar het probleem wordt aangepakt en de nodige acties voor het probleem worden ondernomen.


Toewijzingsregel

Ga tot in de fijnste details van ticketbeheer door, via het instellen van toewijzingsregels. Op deze manier hoef je niet elke keer dat er tickets binnenkomen handmatig tickets/klachten toe te wijzen aan agents. Het geeft je meer controle, en je team meer autonomie. Met behulp van toewijzingsregels wijs je automatisch de Tickets/Klachten toe die via Zoho Desk binnenkomen.


Directe toewijzing

De regel op basis van bepaalde gespecificeerde voorwaarden kan Tickets / Klachten naar de juiste afdeling leiden en er verder eigendomsrechten aan toekennen. Hoewel dit zinvol is voor nieuwe Tickets / Klachten, kun je ook een toewijzingsregel activeren wanneer Tickets / Klachten worden bijgewerkt in je helpdesk.




Round Robin

Round Robin is de eenvoudigste vorm van het automatisch toewijzen van tickets. Het verdeelt tickets/klachten gelijkmatig over al je agents op basis van het limiet dat je instelt. Met een minimale tussenkomst zorgt Round Robin ervoor dat geen enkel ticket niet wordt toegewezen. Ook zorgt de Round Robin regel ervoor dat de werkdruk van je agents in Zoho Desk in balans is. Dat wil zeggen, dat Tickets / Klachten eerst worden toegewezen aan de minst belaste agent.




Service Level Agreement (SLA)

Een Service Level Agreement, of SLA, is de servicestandaard die je hebt afgesproken om aan je klanten te leveren. De serviceovereenkomst geeft de responstijden en de oplostijden weer die door je medewerkers worden aangeboden. Meestal bevat een SLA de uitvoeringscriteria en een reeks vooraf bepaalde voorwaarden of doelstellingen. Terwijl de uitvoeringscriteria bepalen wanneer een SLA moet worden geactiveerd, bevat het doel de acties die zullen worden uitgevoerd op de trigger. Je kunt acties configureren zoals reactietijd, oplostijd, het sturen van escalaties, het opnieuw toewijzen van Tickets/Klachten en het bijwerken van de prioriteit.                                                                                                   


Om te beginnen kunt je met Zoho Desk twee modellen van service level agreements volgen:

  • Je kunt SLA's maken voor individuele accounts in Zoho Desk

  • Je kunt een aantal SLA's maken (zoals Standard Support en Priority Support etc.) en deze delen over meerdere accounts.



Notificatie regels/Triggers beheren in Zoho Desk

Zoho Desk biedt een standaardset meldingsregels die kunnen worden gebruikt om je klanten en agents te notificeren. Je kunt deze regels indien nodig activeren of deactiveren. Ook kunnen meldingen via e-mail of SMS worden verzonden.




Je kunt de vooraf opgestelde e-mail en SMS sjablonen voor de meldingen in Zoho Desk aanpassen.




Heeft dit jou ook een beter beeld gegeven van het inzetten van Zoho Desk in combinatie met Zoho Forms? We lezen het graag in de opmerkingen hieronder.

 

Met vriendelijke groet,

 


    • Sticky Posts

    • Doe mee aan de Zoho Desk Meetup op 7 maart in Antwerpen

      Beste Community leden, Wij nodigen jullie graag uit voor de Community Meetup van Zoho Desk! Op 7 maart komen we bij elkaar in Antwerpen, samen met een klant en de Zoho Experts van Brainsolutions. Onze experts zullen een live demo presenteren en jouw vragen

    • Doe mee aan de Zoho Desk Meetup op 16 Februari in Utrecht

      Beste Community leden, Wij nodigen jullie graag uit voor de Community Meetup voor Zoho Desk! Op 16 februari komen we bij elkaar in Utrecht, samen met Fleetkennis en de Zoho Expert van Mobile XL. Onze experts zullen een live demo presenteren en jouw vragen

    • Wat is er nieuw in Zoho Desk 2023

      Beste Community leden, Hoeveel je ook van je klanten en je werk houdt, als klantenservice medewerker zul je zeker een aantal zware dagen tegenkomen. We hebben het dan over de dagen dat je een paar keer op de snooze-knop drukt, koffie morst op je favoriete

    • Tips & Tricks #10 Automatiseren met Zoho Desk Deel 2

      In deel 1 van het automatiseren met Zoho Desk las je een use case over een probleem in een appartementencomplex en hoe dit door gebruik te maken van Zoho Forms en Zoho Desk kan worden opgelost. In deel 2 lees je meer over het integreren van Zoho Forms

    • Tips & Tricks #09 Automatiseren met Zoho Desk Deel 1

      Beste Community leden, Zoals jullie weten hebben we in Nederland een woningtekort. Een oplossing hiervoor is de hoogbouw. Echter, om de de hoogte in te gaan moet er ook voor de juiste faciliteiten in flats worden gezorgd. Problemen kunnen we allemaal

    • Recent Topics

    • The Social Wall: December 2025

      Hello everyone! As we wrap up the final edition of the Social Wall for 2025, it’s the perfect time to look at what went live during December. QR code generator From paying for coffee to scanning metro tickets, QR codes are everywhere and have made everyday

    • Custom AI solutions with QuickML for Zoho CRM

      Hello everyone, Earlier, we introduced Custom AI Solutions in CRM that let you access QuickML for your custom AI needs. Building on that foundation, we’ve now enabled a deeper integration: QuickML models can be seamlessly integrated into CRM, and surface

    • Helper Functions and DRY principle

      Hello everyone, I believe Deluge should be able to use 'Helper functions' inside the main function. I know I can create different standalones, but this is not helpful and confusing. I don't want 10000 different standalones, and I dont want to have to

    • Add specific field value to URL

      Hi Everyone. I have the following code which is set to run from a subform when the user selects a value from a lookup field "Plant_Key" the URL opens a report but i want the report to be filtered on the matching field/value. so in the report there is

    • Introducing workflow automation for the Products module

      Greetings, I hope all of you are doing well. We're happy to announce a few recent enhancements we've made to Bigin's Products module. The Products module in Bigin now supports Workflows, enabling you to automate routine actions. Along with this update,

    • Power up your Kiosk Studio with Real-Time Data Capture, Client Scripts & More!

      Hello Everyone, We’re thrilled to announce a powerful set of enhancements to Kiosk Studio in Zoho CRM. These new updates give you more flexibility, faster record handling, and real-time data capture, making your Kiosk flows smarter and more efficient

    • Zia Formula Expression Generator for Formula fields

      Hello everyone! Formula fields are super useful when you want your CRM to calculate things for you but writing the expression is where most people slow down. You know what you want, but you’re not fully sure which function to use, how the syntax should

    • Issue with Zoho Creator Form Full-Screen View in CRM Related List Integration

      Hi Team, We have created a custom application in Zoho Creator and integrated it into Zoho CRM as a related list under the Vendor module, which we have renamed as Consignors. Within the Creator application, there is a form named “Pickup Request.” Inside

    • Wrapping up 2025 on a high note: CRM Release Highlights of the year

      Dear Customers, 2025 was an eventful year for us at Zoho CRM. We’ve had releases of all sizes and impact, and we are excited to look back, break it down, and rediscover them with you! Before we rewind—we’d like to take a minute and sincerely thank you

    • Directly Edit, Filter, and Sort Subforms on the Details Page

      Hello everyone, As you know, subforms allow you to associate multiple line items with a single record, greatly enhancing your data organization. For example, a sales order subform neatly lists all products, their quantities, amounts, and other relevant

    • Customer Parent Account or Sub-Customer Account

      Some of clients as they have 50 to 300 branches, they required separate account statement with outlet name and number; which means we have to open new account for each branch individually. However, the main issue is that, when they make a payment, they

    • Projects custom colors replaced by default orange

      Since yesterday, projects uploaded to Zoho, to which I had assigned a custom color, have lost the customization and reverted to the default color (orange). Has anyone else had the same problem? If so, how did you resolve it?

    • Restrict Users access to login into CRM?

      I’m wanting my employees to be able to utilize the Zoho CRM Lookup field within Zoho Forms. For them to use lookup field in Zoho Forms it is my understanding that they need to be licensed for Forms and the CRM. However, I don’t want them to be able to

    • Introducing Connected Records to bring business context to every aspect of your work in Zoho CRM for Everyone

      Hello Everyone, We are excited to unveil phase one of a powerful enhancement to CRM for Everyone - Connected Records, available only in CRM's Nextgen UI. With CRM for Everyone, businesses can onboard all customer-facing teams onto the CRM platform to

    • Unknown table or alias 'A1'

      I would like to create a subquery but i am getting the following error: Unknown table or alias 'A1' used in select query. This is the sql statement:  SELECT A1.active_paying_customers, A1.active_trial_customers, A1.new_paying_signup, date(A1.date_active_customers), 

    • in the Zoho creator i have address field based the customer lookup im selecting the addresss , some times the customer address getting as null i want to show as blank

      in the Zoho creator i have address field based the customer lookup im selecting the addresss , some times the customer address getting as null ,i want to show as blank instead of showing null. input.Billing_Address.address_line_1 = ifNUll(input.Customers_Name.Address.address_line_1,"");

    • Question about upgrade and storage space Zoho Notebook

      After upgarding my Zoho Notebook plan, I am running into the following issue. I just upgraded from a free Zoho Notebook subscription to Pro Lite after I got a notification in my Window Zoho Notebook desktop app saying that I had run out of space. However,

    • how to add email to existing organization i w

      I am already registered my organization and i have an email id. I need one more email id but i can't find anywhere .i want the cheapest email id . how to add ?

    • add zoho account

      How to add a zoho mail to previous zoho account? I have two

    • Name changed in settings for mailbox but still not changed when typed in To field

      In the email account secretary@ i have updaetd the new staff members details but the old members name still appears when I type secretary@ in the To field. I cant work out where Zoho is finding the old name from. I have deleted the browser cache. If I

    • Printing to a brother label maker

      I see allot of really old unanswered posts asking how to print to a label maker from a zoho creator app. Has their been any progress on providing the capability to create a customized height & width page or print template or whatever to print labels?

    • Sync desktop folders instantly with WorkDrive TrueSync (Beta)

      Keeping your important files backed up and accessible has never been easier! With WorkDrive desktop app (TrueSync), you can now automatically sync specific desktop folders to WorkDrive Web, ensuring seamless, real-time updates across devices. Important:

    • Track online, in-office, and client location meetings separately with the new meeting venue option

      Hello everyone! We’re excited to announce meeting enhancements in Zoho CRM that bring more clarity and structure to how meetings are categorized. You can now specify the meeting venue to clearly indicate whether a meeting is being held online, at the

    • Calling the new 'Custom API' feature from within a Custom Widget

      From what I've learned it is not possible to call an endpoint from the new "Custom API" feature within a Creator Widget. The SDK's doesn't support it yet, when calling it natively you end up with CORS issues or at least I couldn't get it working even

    • Announcing new features in Trident for Mac (1.32.0)

      Hello everyone! We’re excited to introduce the latest updates to Trident, which are designed to reinforce email security and protect your inbox from evolving threats. Let’s take a quick look at what’s new. Deliver quarantined emails. Organization admins

    • Marketing Tip #5: Improve store speed with optimized images

      Slow-loading websites can turn visitors away. One of the biggest culprits? Large, uncompressed images. By optimizing your images, your store loads faster and creates a smoother shopping experience leading to higher sales. It also indirectly improves SEO.

    • Zoho Browser??

      hai guys, this sounds awkward but can v get a ZOHO BROWSER same as zoho writer, etc. where i can browse websites @ home and continue browsing the same websites @ my office, as v have the option in Firefox, once i save and close the browser and again when i open it i will be getting the same sites. If u people r not clear with my explanation, plz let me know. Thanks, Sandeep  

    • SMS to customers from within Bigin

      Hi All, Is there anyone else crying out for Bigin SMS capability to send an SMS to customers directly from the Bigin interface? We have inbuilt telephony already with call recordings which works well. What's lacking is the ability to send and receive

    • Admins cannot see each others' Scheduled Reports?!

      Very frustrating that as an admin I cannot see what my reports my fellow admins have created and scheduled.  After asking about this on the help chat, I was told the issue is trust and security.  By giving someone Admin status, it means we trust them with those responsibilities. Please change this, it is not a good process to have to bother other users to change a report or change users within a report.

    • Automatically CC an address using Zoho CRM Email Templates

      Hi all - have searched but can't see a definitive answer. We have built multiple email templates in CRM. Every time we send this we want it to CC a particular address (the same address for every email sent) so that it populates the reply back into our

    • Writer update results in BitDefender blocking it as malware

      After updating Writer to latest update, Bitdefender blocked the app and writer no longer runs.

    • Is there a way to invoke deluge function from within a widget?

      Hi! I have custom functions in deluge and I was wondering whether there is any way to call this function through a widget? Something like on click of a button inside a widget, run the deluge custom function. Would this be possible?

    • Missing Import Options

      Hello, do I miss something or is there no space import option inside of this application? In ClickUp, you can import from every common application. We don't want to go through every page and export them one by one. That wastes time. We want to centralize

    • Zoho CRM Portal Field Level Permission Issue

      Hi Support Team, I am using the Zoho CRM Portal and configuring field-level editing permissions. However, we are unable to restrict portal users from editing certain fields. We have created a portal and provided View and Edit (Shared Only) access for

    • 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

    • Custom Fonts in Zoho CRM Template Builder

      Hi, I am currently creating a new template for our quotes using the Zoho CRM template builder. However, I noticed that there is no option to add custom fonts to the template builder. It would greatly enhance the flexibility and branding capabilities if

    • Introducing the Zoho Projects Learning Space

      Every product has its learning curve, and sometimes having a guided path makes the learning experience smoother. With that goal, we introduce a dedicated learning space for Zoho Projects, a platform where you can explore lessons, learn at your own pace,

    • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

      The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Latest update

    • Collaboration with customers made easy with Zoom Meeting and Zoho Desk integration

      Hello everyone! We are happy to announce that you can now integrate your Zoho Desk account with Zoom Meeting. The integration bridges the gap between digital communication and human connection, empowering teams to deliver timely support when it matters

    • CRM Canvas - Upload Attachments

      I am in the process of changing my screens to Canvas.  On one screen, I have tabs with related lists, one of which is attachments.  There doesn't appear to be a way to upload documents though.  Am I missing something really obvious?  Does anyone have

    • Next Page