Help Desk Automation
Programming New Custom Functions
Deluge, an abbreviation formed from - Data Enriched Language for the Universal Grid Environment is an online scripting language integrated with Zoho services. With this script, you can add different types of business logic to the custom functions. ...
Gallery Functions
Zoho Desk offers you the following ready to deploy custom functions in Gallery: Create a task due in 3 days for every new ticket Update new and modified accounts from Desk to CRM Create CRM contacts for new tickets in Desk Create CRM accounts for new ...
Using Custom Function in Zoho Desk
Custom functions are easy to program scripts, which helps you to update the data in related help desk modules or other third-party applications. When a record matches the workflow criteria, workflow engine automatically triggers the custom function ...
Managing your Support Contracts
It is quite common for support centers to maintain an agreed level of support with their customers. It is defined by the service level agreements that are created for individual accounts. Such SLA policies between you and your customers can be ...
Using Teams in Help Desk Automations
You can include teams in help desk automations like Workflows, Assignment Rules (both direct and round robin), Time-based rules, etc. This way you can send notifications, auto-assign tickets, and send escalation emails to teams. Let us look into how ...
Creating a Blueprint in Zoho Desk
A Blueprint helps you execute a support process in a well-defined, systematic manner. It is an intuitive visual modeling platform that enables you to customize workflows that are aligned with the needs of your customers. With a Blueprint, you can, ...
Blueprint - An Overview
Many a time, organizations with good products or services tend to face low customer satisfaction ratings, or worse, financial losses, as a result of poorly defined processes. Communication lapse, inadequate training, failure to determine appropriate ...
Creating Time-based Automations
Time-based rules are similar to Workflow rules for the reason that both define actions that will trigger alerts, create tasks and update fields in Zoho Desk. However, time-based rules are triggered when a timed event occurs, and not immediately after ...
Understanding Response and Resolution Times in SLAs
It is sensible for your customers to expect that you resolve their tickets within a reasonably acceptable time. If not for a solution, a quick response to their email or a call back to their phone will do. While it is indeed important for your team ...
Creating and Using SLAs
A Service Level Agreement, or SLA, is the standard of service that you agreed to deliver to your customers. The service agreement will represent the response times and the resolution times offered by your agents. Typically an SLA will contain the ...
Creating and using Macros
Macros are a set of actions that can be executed for the tickets in your Zoho Desk. These sets of actions include sending emails, creating tasks, and updating a field in the tickets with a specified value. You may have a set of actions that you ...
Creating Workflow Automations
Workflow Rules are a set of actions (alerts, tasks, field updates and custom functions) that are executed when certain specified conditions are met. These rules automate the process of sending email alerts, assigning tasks and updating certain fields ...
Assigning Tickets in Round-Robin Order
Simply put, Round Robin is a rotation through a group. In Zoho Desk parlance, Round Robin is a method of assigning tickets to agents. The round robin rule will distribute and assign the incoming tickets equally amongst a group of agents. For example, ...
Creating Ticket Assignment Rules
Assignment rules help you automatically assign the tickets that are received in your Zoho Desk. The rule based on certain specified conditions can route tickets to the appropriate department and further assign ownership to it. While this makes sense ...
Setting Feeds Preference in Zoho Desk
Feeds allow you to share your views and discuss matters with team members to speed up the customer support process. Additionally, Feeds will also provide updates about important customers and tickets that you follow. However, if you think your Feeds ...
Managing Notification Rules/Triggers in Zoho Desk
Zoho Desk provides a standard set of notification rules that can be used to notify your customers and agents. You can activate or deactivate these rules if needed. Also, notifications can be sent via e-mail or SMS/Text Message. Here are the standard ...
Creating and Managing Schedules in Zoho Desk
Schedules are automated user-defined actions, which can be executed through custom functions either at a particular time or on a recurring basis. For example, using schedules, you can create a new ticket/task on a recurring basis or send reminders ...
Creating Functions in Zoho Desk
Functions are pluggable workarounds that let you accomplish tasks that is not doable out-of-the-box. For example, let' s assume that you want to prioritize customer tickets based on their sales probability in Zoho CRM. However, this option cannot be ...
Setting up Skill-based Ticket Routing to Agents
Skill-based ticket routing is an advanced routing strategy that routes tickets to customer support agents who are best qualified to reply to the incoming tickets. It works by matching the skills required to answer a ticket with those assigned to the ...
Setting up Webhooks
Webhooks are one way that apps can send automated messages or information to other apps. They facilitate communication with third-party applications by sending instant web notifications every time an event occurs in Zoho Desk. All you need to do is ...