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AZAAZ – Volume 1, Issue No. 21

Questions Answered

? 1. (1:17) In Zoho Desk […] we added a “From Email Address” for each agent. Instead of getting a [reply] from support@ a customer would get a [reply] from brett@ or whoever replied to the ticket. I like it being more personal but […] I could not find a solution to automatically use the personal from address of the user by default when answering […] a ticket.

? 2. (4:17) If a user shares a ticket with another department those tickets are not […] visible in the “All tickets” view. […] The ticket would only show up if somebody regularly checked […] a specific “shared ticket” view. Is there a solution for […] making sure shared tickets are taken care of?

? 3. (6:43) If I set [up CRM email settings] for another member of our organization, would it affect the CRM if I log out of that account?

? 4. (7:21) I have [knowledge base] articles in English and Spanish, but the [SalesIQ Zobot] only replies [with] the English articles. […] If a user types a question in Spanish,  can the bot find [articles in Spanish?]

? 5. (10:26) I’m curious to know if it’s possible to […] include articles […] from either Zoho Learn, Zoho Writer, or Zoho Notebook [in a response from Chat GPT?]

? 6. (12:54) I’ve created a “List-Opt out” check box in the CRM as well as checkboxes for the Topics in Campaigns. […] Inside the CRM email templates I have [an opt-out] Form that updates the Record. I don’t use the “unsubscribe” function. […] I’ve set up a workflow that emails me to say someone has Opted out [via the default CRM “opt out” field] and I then manually [update] the “List Opt-out” box and uncheck the “Opt-out” box. Thoughts?

? 7. (17:06) Is it possible to have the Answer Bot active while not having the Live Chat active on the website?

? 8. (18:48) I have all of my [LinkedIn Contacts] inside the CRM. […] Should I use a CRM Form and link it to a Newsletter field in the CRM and then sync that with Campaigns or use the CRM sign up form?

Question 6: Zoho Campaigns Configuring Email Opt-Out Sync To Zoho CRM

Billy Bates

Senior Web Developer

Billy is a Wordpress Developer with an eye for design. His knowledge will help our company website and client sites meet their goals. Billy and his young family have just moved to Ashland Oregon, and are looking forward to exploring the area’s amazing beer, wine, and food. He also has a passion for synthesizers and drum machines.

Lucas Sant'Anna


With a background in Operations Research and Data Analysis, Lucas is a Brazilian programmer that likes to get stuff done quickly and reliably. In previous jobs, he implemented industrial job scheduling, fleet management and detailed long-haul route optimization – among other data-driven processes – to reach objectives of increased profit and reduced wasted resources. His goal is to make Zoho fully automated and with more meaningful data for spot-on decisions.