Zoho Macro's

Zoho Macro's

A Zoho Desk macro is a tool that automates multiple actions with a single click. When you run a macro on a case, it can create tasks for a specific team and/or send email updates to keep internal and external customers informed about the status of a service job.

Macros help streamline these processes, making them faster, more consistent, and less prone to errors.

Process

  1. Locate the Case in Zoho
  2. Click the Conversation tab, then click Apply Macro at the bottom of the screen

  3. Select the appropriate macro based on the situation

  4. A dialog box will appear confirming the macro selected was applied

  5. Click the History tab to verify the macro was sent

  6. Once macro has been applied, a task will be automatically created and an email sent corresponding with the macro selected
  7. Click on the Activities tab to confirm the task was created

    • Related Articles

    • Zoho Email

      Email Templates have been created within Zoho for some of our most common email communications. When sending out an email using a template from Zoho, be sure you are reviewing the body of the email and making any edits that need to be made. Process ...

    • Zoho/Call Resolution Reasons

      Zoho/Call Resolution Reasons are selected when completing a Call Log Activity or a Task/Case. Select ONLY ONE Resolution Reason. Choose the reason that best aligns with the resolution of the interaction or escalation. Remove 'None' by clicking the ...

    • Zoho Reasons/Call Categories and Sub Reasons/Call Sub Categories

      The following Zoho Reasons and Sub-Reasons are used when creating a Call Log Activity or a Task/Case. NOTE: In Call Log Activity these fields will be called ‘Call Category’ and ‘Call Sub Category’ These are the main 7 Reasons/Call Categories: Account ...

    • Call Log Activity: Customer Service

      A Call Log Activity is entered in Zoho at the end of every customer interaction when there is a customer account in our system. There are 2 locations to enter a Call Log Activity based on the reason for the call: Service Job Related Calls: Create the ...

    • Live Transfer Task Creation

      Tier 1 (T1) Agents will create a Zoho Task when a Customer Service Agent is transferring an escalated call to them. It is imperative to create the task AFTER each call to get the reason behind the escalation in order to pinpoint process improvements ...