Introducing Cliq Notifications for the Activities modules

Hello everyone,

The Zoho Desk - Zoho Cliq integration allows agents to get instant notifications when various actions are performed on a ticket, for example when a ticket is created, when the status is changed, a ticket is escalated, and so on through Cliq notification, which helps them stay informed about the real-time happenings.

To extend the abilities further and simplify agents' daily chores, we have facilitated cliq notifications for the Activities module as well.

Notifications from the Activities module

The agents will receive notifications in the predefined Cliq channels whenever the following activities are performed in the Activities module:

When a task, call, and event is created.
When a task, call, and event is completed.
Reminder for tasks, calls, and events.

The notifications will allow the agents to plan their work better and give a clear visibility on their day-to-day activities.

For example, when an agent has scheduled a call with the customer at 4.30 pm, and due to some reason is unable to attend the call. He reassigns it to another agent; instead of informing the other agent informally, the cliq notification will ensure the agent B is aware of the upcoming call and be prepared to attend it.

Once the call is over, if the Call Completion checkbox is selected under the configuration, a notification is sent that the scheduled call is completed.

In addition to this, we have also included a few new instances for notifications in the Tickets module.

Notification upon mention - Agents will they will further be notified when they are mentioned in a ticket comment.

For example, if Adam mentions John in a comment asking for an update, then John will receive a notification in the Cliq channel. From the notification John can:

Change the status of the ticket
Assign the ticket to another agent
Reply or comment to the ticket

Notification upon update - If John is the ticket owner and Adam is updating the ticket, a notification is sent to John with the changes made by Adam. This way, the changes made are tracked in a better way, and John has the visibility on who updated what.

This enhancement is now available for all users across DC. For more information on setting up and details about the configuration, kindly refer to the help doc: Integrating Zoho Desk with Zoho Cliq.

Regards,

B. Akshaya | Zoho Desk - User Education

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