Sending workflow notifications using popular chat services

Sending workflow notifications using popular chat services

Hello everyone,

We have introduced instant and scheduled notifications on some of the most popular chat platforms to facilitate easy collaboration, quick action, and wider reach. 

Workflow notifications can be sent to the following chat platforms: 
  1. Zoho Cliq
  2. Slack
  3. Microsoft Teams
  4. Google Chat
This allows  agents to receive notifications about their schedules, work updates, ticket SLAs and more on their preferred chat platform. For example, if a high priority ticket is an hour away from the time a response is due, a chat notification will ensure the agent doesn't miss it and prioritizes it before escalation is required. 

Workflow Rules now include a new custom action which sends notification via Slack, MS Teams, Google Chat, or Zoho Cliq. These workflow rules can be triggered for all the modules.

The notification message can include field placeholders, such as Ticket ID, Subject, Description, Status, Priority, and more, to give complete details in the message.



The option to send workflow notifications via Slack, Microsoft Teams, Google Chat, and Zoho Cliq is available in all data centers. For more details, please refer to the help document.

PM: @Selva Muthu 

Regards,
Velantina V
User Ed | Zoho Desk

    • Sticky Posts

    • 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

    • Using Agent Email Address as From Address

      Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

    • 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

    • 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