Add contact to Help Center
Good day, Can the contacts be added to the Help Center so users can search for a contact when they log in? Thanks Rudy
Zoho Desk Hours/Time Entry
Good afternoon, I'm attempting to pull data from Zoho Desk into Zoho People for reporting/payroll use. With this I was trying to create a flow which works great up until the point of actually grabbing the hours from Zoho Desk, and adding those to Zoho
Hello, I'm writing to ask if there is anything
Hello, I'm writing to ask if there is a way that we can add a "pin" option to comments so that a "pinned" comment would show at the top of the
Spell-Check as you type
Hello, It would be really helpful if the spell check was on by default and performing spell check as you type. If you click the spell check button then it does continue to check spelling as you type so it would be great if that just kicked in as soon
Improved customer invoicing in Zoho Desk
It would be great if the invoicing features were improved in Desk so multiple invoices could be generated at once. A support business using Zoho Desk would likely have many accounts. But generating invoices for multiple accounts doesn't seem to be an
Can a customer create a critical ticket by emailing?
Is there anyway a user can send an email to create a new ticket and force the priority to Critical? I did add a priority on my helpdesk called Critical. The only way i see to do this is by filling out the form but i am trying to avoid doing this for
Filter time logs by date in Zoho Desk
It would be great if there was an option to filter time logs by date in Zoho desk, so you could bill for a specific period or analyse you work completed.
Add attachment to custom modules
It would be great to be able to add attachments to a custom module. Thanks Rudy
Rule Assignment
Hello Team, Hope this finds you well. I am a technician, and the company is in the midst of implementing a new ticketing system, incomes Zoho. As part of the task, the dept would like to consolidate the pre-existing shared mailboxes (smb) in one smb with
Custom Module Value Lookup update
Good day, I have created several custom modules, and considering the limitations, my implementation is working OK. I do have one issue. If I have a lookup between modules, when I change a value on a custom module field, the change does not reflect don't
Spell Check Icon Disappeared yesterday for Agent Comments
We always use "Public Comment" when communicating on tickets with our customers. For years we had the "Spell Check" icon when typing a comment. Yesterday, this icon disappeared for comments and is only avaialable when drafting a response via "Reply."
Copy a conversation reply
We use conversations to communicate including letting the users know the resolution. Then we have to either copy and paste or retype the resolution in the resolution tap. It would be greater if there was an option in the copy of a particular conversation
Unable to switch primary domain
I have mapped a domain to zoho desk but I am unable to make it the primary domain.
Workflow /Assignment Rules for Instant Messaging
Hi, is there a way to configure Workflows /Assignment Rules for Instant Messaging? For example when click on "End Chat" botton in IM then mark asignee as unassigned? Or when click on "End Chat" it will close the related ticket? Thanks
Recalling sent Unread Mail
Hi Zoho team, Have you added the unread email recall option yet? I have sent an email that has a wrong attachment that Inned to recall straight away. I have used this option on MS Outlook many times. regards, Frank
Lite Agent to account
Is there a way to assign a lite agent to an account? I needed to give view-only access to lite agents for specific accounts, in other words, the locations manager to view the tickets for the location. Thanks Rudy
How to change the name of "My area"
It's only a small thing but it bugs me that it's "My area" not "My Area" which fits in with the rest of the menu formatting on the Elegant theme - anyone know what the CSS is or how I can change this and retain the hyperlink working ?
Prefilled ticket field
Hi, I am using ASAP in zoho desk to integrate the knowledge base and ticket submission form in my Moodle, is there a way contact name and email auto fill in Moodle when someone logged in and trying to submit ticket from Moodle
Average Ticket - total time spent
Hi Team, There is an average option for ticket total time spent, I am a little confused how is the average caculated based on the number of time entries agents done or based on the total number of tickets?
Ticket Self Service Submit Button Missing/Invisible
When creating a ticket on our self-service portal, the only visible button is "Discard". Submit is present if you select the text by highlighting it with your mouse, but is otherwise impossible to be seen.
Feature Request: Please allow mapping of fields in tickets to Contact and Account fields
When I create a ticket in Zoho Desk and select a contact, some of the fields are auto populated (email, phone and account for example). However, if I add a Mobile Phone field there is no way to map it to the Mobile field in the Contact record, and it
Approval from none agents
Is there a way to send a ticket for approval to someone who is not an agent? We have several processes that need approval from various department managers. These managers are in Zoho as a contact, and one is a lite agent. It would be great if we could
Incoming ticket, sender not recognized
As soon as there is an incoming ticket (email), the sender is not always recognized. Anyone have an idea what this is about? I now have to manually enter the sender every time, which means that I also have to manually enter the email address when answering
email in conversation to resolution.
Good day, It would be great if there was an option in the "..." dots on a conversation that would allow us to move that email (reply) to resolution. Thanks Rudy
Filtering/Sorting in Zoho Desk is VERY LIMITED
When I am on a view in zoho looking at all my tickets, I can only filter and sort by standard Zoho fields. I have a lot of custom fields that our customers answer. I want to be able to filter and sort a view based on these. Please note that above are
How to not receive emails from forum community?
I no longer want to receive emails from forum community because it's already annoying. May I know how to not receive emails from the forum community?
Zoho Desk's Instant Messaging Update | Improve customer communications with WhatsApp in Turkiye
As of May 15, 2024, Türkiye is now open for Cloud API business messaging. Businesses can begin conversations and receive messages from WhatsApp users with Turkish numbers. We now support WhatsApp Cloud for Turkish numbers Utilizing the Cloud API will
Support Ticket
We are trying to setup a basic support ticket help desk for customers to request returns. How do we do this? As well can we use Desk to setup a general contact us button?
Dive into GC Flow Metrics
GC metrics offers detailed insights into every step of the customer journey and help businesses identify necessary adjustments for optimal bot performance. Dive into conversational metrics for your bots and unlock the full potential of your automated
Task open for Agent upon Account creation
Hi guys, im trying to build a workflow that will automate creating a task upon Account creation for the CSM department, Once i buikd the workflow i can only notify by email the New Account owner upon creation of an Account, however i want to the CSM Agent
ZOHO Desk Ticket notification
Hi all, I have few statuses which are on CLOSED state, i need to customize the notification in a way the only ticket that are closed on a spesific title will be sending out emails, For example: I have one title "Done" and one which is "Managed in a different
Incorrect blueprint transition warning
This has started to happen from time to time since a few weeks. The transition dialog window displays a warning message which states "You do not have any more transitions to perform" when we select a transition on a ticket. The proper transition options do show up when you refresh the page. This causes some agents to scratch their heads and ask for help which is solved immediately when I refresh the ticket page for them. This is an unnecessary waste of time. Please look up for the root of this problem.
Creating a Zoho CRM deal from a ticket in Zoho Desk
Hi, We have just started trialling Zoho One, and I am trying to automate getting a deal in CRM to be created when a user submits a ticket in Desk. What is the simplest way of doing this? Thanks in advance, Terry
Help Center | Time to bid farewell to the RAuth (Remote Authentication) mechanism
Hello everyone, Deprecation of Remote Authentication mechanism The Remote Authentication mechanism for the Help Center will soon be deprecated, so we request that all existing users who depend on it migrate to JWT or SAML as quickly as possible. In today's
Disable translation of e-mail messages in web version of Zoho Mail
Hi, Recently when I open e-mail messages I get a ribbon offering me to translate if the contents of the message is in a different language from my interface language. I am OK reading [and I do receive] e-mails in multiple languages, so I don't need translation.
Edit Department notification "To" properties
I'm looking to edit the Department notification that alerts all agents of a given department when a ticket is moved to their department. Rather than notify all agents, I'd like to only alert the Support Administrator(s) of the receiving department. Is
Guided Conversations: A catch up on self-service
From ordering food by scanning a QR code to booking an appointment at the doctor's office without having to talk to anyone, we all appreciate being able to get things done independently. This is why it's an unspoken requirement to make customer service
Exporting to a new Zohodesk
We need to do a data migration from our ZohoDesk to our client's ZohoDesk so they will get the emails, threads, and comments + chats that were populated from SalesIQ. How can we do this seamlessly?
Online agents aren’t appearing online in Headquarters
We’re having an issue with agents setting their status to Online, and it usually sticks for a few minutes, sometimes a couple hours, but suddenly the round robin assignment stops assigning tickets. When this happens, I check the Headquarters page and
Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools
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