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 Time based Actions to trigger alerts when a new ticket remains unassigned for extended number of hours or close a ticket in x hours when you didn't hear back from your customer. These options and many more would help you to decrease your support load and provide support on time. Besides sending notifications, you can assign tasks and update fields as well.

You can setup a time based rule under Setup >> Automation >> Time based Actions. Remember, you can setup a maximum of 10 time based rules/department in Professional and 15 in Enterprise edition. To learn more about setting up a time based rule, click here.

Besides Time based Actions, we have released Macros. Macros, unlike regular workflows are predefined rules that can be invoked manually by support agents. They can be used to define rules and actions that automatically modify a request besides notifying users and creating tasks. Initially we did have this as one of the option while setting up a workflow. However for more clarity in configuring & managing automation, Macros are now provided as a separate setting under Automation. To learn more about setting up a macro, click here.

Indeed there is more to be happier with this move. Before Macros were made available the workflows were limited to 5 in Professional & 20 in Enterprise which includes setting up one for manual application. However now you can setup 10/20 Macros per department based upon the edition you're in.

Before we close here is the last one. We hate spam as much as you do. So, we built spam filtering right into Zoho Support to keep spam away from genuine support tickets. Click on the check box next to a ticket and select Mark Spam. It’s that simple.

So, what are you waiting for? Head over to automation and setup your first time-based rule or a macro. If you need any assistance while setup, do not hesitate to write to us at support@zohosupport.com. Also take a moment to share with us your feedback about these features.

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Topic Participants
Siddharth
JWalton85
Inma
Ash | 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!