Zoho Desk - Blueprint Transitions Now Work with IM Tickets for Faster Resolutions
Hello everyone,
Zoho introduced that Zoho Desk now supports Blueprint transitions specifically designed for instant messaging (IM) tickets! This update is set to make it simpler for agents managing IM tickets, enhancing their ability to assist customers efficiently throughout a blueprint-driven workflow.
In the past, agents handling IM-related tickets had to wait for the blueprint transition to conclude before they could respond. This process sometimes delayed communication and impacted the overall customer experience.
With the new update, agents can now directly access the IM interface during a blueprint transition. This feature allows them to attach documents, use pre-set responses, or reply to customers swiftly, without waiting for the transition to finish.
For example, if a customer raises an issue through an IM channel like WhatsApp in Zoho Desk, and the ticket enters a blueprint, agents can now communicate with the customer in real time through the messaging interface. This adjustment removes the need to finish the entire workflow before responding, enabling agents to focus on resolving customer issues quickly.
Key Benefits of this Feature:
Quick, Seamless Interactions
Agents can communicate directly with customers during a blueprint transition without needing to switch between the IM and Tickets modules for each response. This helps streamline workflows, improves efficiency, and reduces the potential for errors.
Enhanced Workflow Flexibility
Even if the "Reply All" action is set as mandatory, agents now have the flexibility to move through the transition without sending an immediate reply, allowing them to adapt as needed.
Improved Accountability
Immediate IM responses are logged within the ticketing system, making it simpler to track interactions and monitor response times. This provides better accountability and supports performance assessments.
Our support team is here to help with any questions about using IM replies during blueprint transitions. For more details visit us at pfc-group.com.
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