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!
Here's what's new:
Make your content stand out
Have you been repeatedly formatting your text to make content stand out? Not anymore. We have now added some pre-defined text styles that have their own background color and icon to highlight the content. When you select a style, you apply both the attributes in one click. The default text styles are Notes, Warning, Alert, Info, Idea, and Quote.
For example, the Warning text style is most useful for information that requires the reader's immediate attention.
Outline and organize articles with TOC
The table of contents (TOC) helps you organize a particularly long article so that readers can quickly locate relevant information. Now you could have the TOC auto-created while you work on an article. All that you need to do is apply the heading styles to the text you want to add to the table of contents. Zoho Desk will then generate the table of contents from those headings automatically. No sweat isn't it!
Drag & Drop Interaction for Files
We have made it convenient to add files to your articles with the new drag-and-drop interaction. You can drop files to enclose images inside the article (i.e., in-line) or in the attachment zone to be included in the article body. Besides this, you can also browse your computer to upload files. While you're at it, the files that you upload are stored in the KBase Gallery. So the next time you need them, they are a click away.
We hope you find these features useful while you publish articles in Zoho Desk. Do let us know your valuable feedback by commenting below.
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 one today: edit & delete ticket comments . You'll find both these options right next to the comment you made. By default, comment authors can edit their comments while administrators can edit all comments. Likewise, comment authors
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!
Zoho Support: Automate your way to Productivity using Time based Actions
To avoid pitfalls in customer support leading to lower customer satisfaction, longer response cycles, increased support cost, automation and productivity improvements become a must have. In this endeavor we at Zoho Support have bolstered the existing automation options with Time bases Actions and Macros. Time based actions are used to monitor your help-desk for pre-defined actions every one hour. So the next time when you see a massive pile-up of tickets in your help-desk queue, don't fret. Setup
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
TLS v1.2 Upgrade for Zoho Desk
Keeping your data safe is our top priority. With that goal in mind, Zoho Desk will be discontinuing support for browsers, APIs, and Plugins with old protocols including TLS v1.0 and v1.1. Going forward, we will only support TLS version 1.2. Here's why this is happening. Older versions of TLS don't meet security standards anymore. They have certain vulnerabilities without any viable solutions and are being replaced with a set of more secure protocols. According to PCI standards, TLS 1.2 is the most