Domain Mapping issue in ZOHO Desk
Dear All Our Domain is Controldesksolutions.com .We are trying to do domain mapping and its asking for add CNAME entry in DNS site . we have already add CNAME to our hosting site . and add subdomain support.controldesksolutions.com but we want to map
Creating a ticket without selecting a contact
Hi, Is it possible to create a ticket without selecting a contact? If no, why is it required?
Can we edit the system field label in Zoho desk
Hi Team, We were evaluating Zoho desk for the internal query ticket handling tool. Some of the field names are misleading. So how can we rename the field label name atleast. Contact name to Requester name Ticket owner to Agent Name
Changing Contact associated with ticket
Hello, we have been using Zoho for about a month now. We have our support email set up, but customer are still frequently messaging our sales reps for assistance instead of our support Zoho email. Our sales reps forward the emails into the Zoho support
Notification that a ticket has been assigned to an agent?
Is there a setting for a notification for the user that their ticket has been assigned to an agent? I know that there is a email notification that goes back to the user when their ticket is submitted, but is there also one (or a way to create one) that
Including Moved Tickets in Department Report
Hi, All the tickets we receive comes through one department and then they re-assign the tickets to the other relevant departments. Is there a way to include all tickets that have been received to the main department in a report including the ones that
Don't allow agents to remove Happiness Rating
We have Happiness ratings turned on for every reply since we don't send out a separate notification for closed tickets. Some agents have realized they can just delete the rating widget from their message when they are sending out a reply to a customer.
Upcoming Webinar on Validation Rules in Zoho Desk
Hi everyone, We are excited to announce a webinar dedicated to helping you master the validation rules in Zoho Desk. This webinar is scheduled to provide you with the insights and knowledge you need to effectively use validation rules to maintain data
Zoho Desk's Instant Messaging Update | Connect with customers via WhatsApp from the Tickets module
Hello All, We are excited to announce an enhancement for the Instant Messaging module: you can now send outbound WhatsApp messages to your customers from Desk's Ticket module. Outbound WhatsApp messages can be sent to one or more recipients' mobile devices,
Agent image not showing up in Desk
Hi, the image of the Agent is not showing up in Zoho desk to the users, see screenshot. Although, there is an image added to the agents profile the privacy setting for the profile image is set to "everyone" under account settings. See screenshots attached.
Disable old contacts
Hi :) I would like to mark old contacts as obsolete that are no longer employed by the corresponding company or similar. It is not spam and I do not want to delete the contacts/tickets as they might contain valuable information. I don't want users to
Send an email to a specific ticket
Based on an option we had in a different system - we could generate an email address that's specific to a particular ticket, so when we send an email with this address in BCC, the message also pops up in that ticket. The issue is that Zoho doesn't support
Flexible Holiday Configuration in Zoho Desk
Dear Zoho Desk Support, We are writing to request an enhancement to the holiday management feature within Zoho Desk. Currently, holidays can only be configured as full-day events. While this is suitable for many occasions, it limits flexibility in managing
Template and Text formatting in Ticket Resolution
Hi, is in Zoho Desk the possibility to create and use templates for the resolution field and/or is there a way to format the text in the ticket resolution box? Thanks in advance. BR
I have created the CNAME record, but it is not working
I have tried different methods, but nothing works. I have ensured the configuration is correct countless times, but it still does not work. I have tried doing an nslookup, and it does redirect, but when I try to ping, it does not reach the destination.
Community Forum
How can I create an announcement ?
Persistent "Always Offline" Issue with Zoho Desk
Our team has been experiencing persistent "Always Offline" status, which is severely impacting our ability to serve our customers effectively. We need your assistance in resolving this problem. Could you please: Investigate the root cause of this "Always
Overloaded Notification Center?
I'm the administrator of Zoho Desk, so all the rules involving connections, scripts and activities are on me. For example, adding a comment in a workflow results in it being under my name in that ticket. Is that why I keep getting notifications on tickets
Zoho Desk - Is it possible to build an approval workflow that keeps track of changes?
Hello, I have a requirement that I need to work on that is an approval workflow. Basically it's for negotiations and an agreed upon prices goes for approval. If rejected, the price would need to change but we'd also like to see the old prices/iterations.
Apparent bug
Good day. On a custom module, the value does not update the first photo; is the value it shows while editing in the edit layout. The second view is from the same layout but in view mode. Field Value from the Edit Screen Field value after saved
Browser information through ticket submission
Morning all, I'm part of a businesss looking at potentially using Zoho, and before we further consider making the switch, I'd like to know if it's possible for us to know what browser that a client is using when they are submitting a ticket. This is incredibly
Forward email from Outlook 365 to Zoho Desk
Hi everybody, I have a problem with the forward of email to Zoho Desk. When I receive a mail from a customer, I try to manually forward the email from desktop Outlook 365 to Zoho Desk to open a new ticket. I have this configuration active in Zoho Desk
Associating contact to account in a closed ticket
Hi All, We do not have ZIA available to us in Australia so when a ticket is received from a new contact I have to go into the contact establish what company they are from and associate to that account. There appears to have been a development pushed through
Understanding Guided coniversation in Zoho desk.
Hello Zoho developers, Understanding Guided coniversation in Zoho desk. Guided Conversations, also known as GC in Zoho Desk is a way to implement your self-service strategy. It is a GUI (Graphical User Interface) based, low-code, self-service platform
Automatically assign the ticket creating user as contact of a ticket
Hi, as my topic suggests, is there a way to assign the user creating a ticket as contact of that ticket without me bing forced to look up my own contact "manually". This is for the cases where our own team members from other departments would create tickets
Any drawbacks from removing ID from Ticket Subject in emails?
Zoho's automatically adding [## XXXX ###] of course, but apparently it's possible to disable this function altogether by writing to support. But, are there any drawbacks to that? It's certainly more pleasant to look at from customer view, and sometimes
Is it possible to add a custom channel?
As a group of schools, we have a number of people who walk up to our helpdesk. Is it possible to add an "In Person" channel to the Channels list for the source of tickets?
Individual Agent Signatures for automated Mails
Hi there, is it possible to add individual agent signatures to automated responses? For example, if Agent A closes a ticket, the customer will receive our automated "Ticket has been closed" reply. Can we add signatures depending on which agent closes
Support placeholders in links
It would be really useful if we could use placeholder fields in links when creating a snippet. As an example we generate workdrive folders for each ticket and attach the url as a custom field. These urls a quite long so it's nice to include them as hyperlinks
Add a button to help center
Hey folks, I wondered if I could add a submit a request button on my help center on the header toolbar. If possible how can I do so. thanks in advance
Paste a photo as attachment
In our process we take photos and snaps of everything we do as the job is completed. It would be a time saver, we could paste a snap in the attachment module. Currently, we have to save the snip, upload it, then go back and delete the file. Thanks R
Time Entry Layout
Is there a way to create a Lookup Field in the Time Entry layout, We would like to be able to assign a product each time we enter a time, or have the ability to do an import for the "ticket Time Charge" field. We classify time-based on the type of work
Add team tag in a ticket
Hello, I'm trying to insert the agent's team into a tag, I managed to get the ticket service agent's name, and put the tag with his name, but I don't know what value for the team field. can anybody help me? Thanks
Problem with dashboard URL
Hello Folks! I've already submitted a ticket but also wanted to post on community as this is an urgent matter. I recently changed help desk providers to zendesk but now I want to change back to zoho desk. Whenever I go to my dashboard URL (for zoho desk)
Lookup field Limits
Are there any plans for more than five lookups in a layout? Due to the limitation, we have duplicate entries. Any way of requesting more than 5 looks on a layout? We are currently on the enterprise plan and only have five lookups. Is there any way to
Remove Username and Password from Help Center Sign in Page when using Federated Logins
Hello, We have enabled Google Federated Login on our help centre but the button is very small and inconspicuous and users think their logins don't work. Everyone in our organisation and supported organisations use Google sign ins. Can we remove the username and password fields and make the Google sign in button much more promenant? Kind regards David
Time-Based Action stopped running
We've had a simple Time-Based Action set up and working for some time now, but in the last 24 hours it has stopped being triggered despite tickets meeting the criteria. As far as I know, we have no control over when time-based events are triggered, but
Constant Issues
Is anyone else having issues? I am constantly getting these errors randomly. I must close the browser, wait a few minutes, and start over. I already had a chat with support and was told the issue was that the activity module was off, now its on and still
Zoho Desk Advanced Web Form vs Zoho Forms
1) I'm just getting started with setting up Zoho Desk. What are the advantages / disadvantages for creating forms in Zoho Forms and using them to create tickets in Zoho Desk vs just utilizing the Desk Advanced Web Form? 2) Regarding the Zoho Desk Advanced Web Form, can I include other fields for the user to complete before submitting the form? The fields currently available seem very limited. So far I'm loving Zoho but a bit overwhelmed with the variety of ways I can use the cross-over features
Ticket Reply Assistant ZIA Dutch
Hello, I activated the Ticket Reply Assistant today. A nice functionality of ZIA. Unfortunately this is only working for tickets in English. When will Zia be available in other languages? ChatGPT is already able to deliver that. Regards, Jasper
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