Feature Request: Re-order Tasks
The ability to re-order tasks once they have been created will be incredibly useful, rather than the tasks being ordered only by the time they were created.
Something went wrong while loading your Ticket columns
Zoho Desk is not loading for my company trying here as I keep getting the voicemail off the phone support and no reply to my email ticket yet.
Telephony external id in Zoho Desk
Hi, We are looking for a way to get the external telephony id in ZohoDesk. I see that Zoho CRM already has this feature: https://help.zoho.com/portal/en/community/topic/telephony-external-id-field-added-in-crm But my customer doesn't use crm. Only ZohoDesk.
Zoho Voice integration with Zoho Desk
Dear Desk team, I know that Zoho Voice has just been released but would like to ask this question as a few of my Desk clients would really be interested in this. Is a Zoho Desk integration with Zoho Voice on the roadmap? If yes, any information about
Can't export all ticket from day1
Hello All, I had challenges when want to export all the tickets on the Zoho desk, the showing data was only around 365, and my work here wanted to export all of the tickets created on the Zoho desk it's around 5000 - 6000 tickets. FYI: I have tried from
Possible to remove CC / secondary contacts
Hello, Is it possible to remove certain CC / secondary contacts from a ticket when it's created using rules? Some client insist on copying in support agents as well as the main support address. We want to be able to remove any internal support agents
Custom Function - Searching Keywords in Latest Email Reply from Customer
Hi All, I got provided from ZoHo Support the below sample custom function to use for ZoHo Desk. This function is supposed to search for specific keywords within a customer's most recent email reply to a ZoHo Desk ticket and then send out an email alert
Scheduled Ticket
Create a periodic ticket and that an agent is assigned with the respective client. Regards, Victorino
Limit Status Change Options
How can I limit which statuses can be selected from different statuses outside the Blueprint? When our team first configured our Zoho system we used the Blueprint but a couple months later they stopped using it and it's out of date, so that's not an option.
Navigating email templates just got a lot easier!
Email templates are incredibly useful to agents who deal with a large volume of tickets every day. They enable agents to deliver help quickly, while setting the right tone and maintaining personalized communication. If your support team uses email templates extensively in Zoho Desk, you will have found that agents have to navigate a long list of templates to find the right one. We realized that this process could be much smoother for your agents with a little refinement to Zoho Desk. That's why
Autocomplete email addresses of Agents when CC or Forwarding
When replying to or forwarding a message, many times we wish to include another member of our team, either by CC/BCC, or forwarding the message directly to them. The system auto-completes the email addresses of customers, but we are forced to type the
Different Questions
Hi! This post is more or less for the Zoho Team. But I would also like to hear the community to different topics (especially the firefox regarding ones). Thats why I write it in the forums. When will it be possible to switch to 24h time-format? You sell
Take Zoho Survey directly from Zoho Desk Contact
Within CRM the integration provides users to take a survey directly from a Contact (see attached). Is there similar functionality within Zoho Desk.
PRIVATE THREAD
Whenever I want to reply to a thread, I see 'Send-private thread'. what does it mean please?
The Article "Custom Sort" option is no longer working.
The custom sort option was working in the past but now it will sort by last modified even though custom sort is enabled. I have included a screenshot.
AGREGAR NUEVO CENTRO DE AYUDA
Estimados, Finalmente hemos logrado crear los subdominios, pero de momento al configurar se tiene el siguiente mensaje " Se encontró un carácter no válido en el nombre del Centro de ayuda. " he intentado colocar el nombre sin espacios y con un solo nombre
Automate reminder emails for tickets with status "Waiting for Customer" and then auto-close after X days
Currently our "Waiting for Customer" status is configured to show in the Open Tickets view, so our agents can follow up (remind) customers that we're waiting on something for them. This clutters the agent's "My Tickets" queue however, and also makes it
Round Robin - option to consider agent work schedules
In our company, we use a Round Robin rule via sequential assignment to split incoming tickets across multiple agents. All these agents work full-time, but we may have part-time agents in the future. It would be great if there was a feature to specifiy
Creating separate ticket Queues for separate departments
Hello, I am currently setting up Zohodesk for the first time and we are needing 2 separate queues, one for out IT team and one for our Estates team. I have tried setting them up as different departments and as different teams. They have separate emails
Can't activate chat
I can't activate chat. Here is the error:
Where can i enable tracking first response time per ticket.
Hello, I've had a request come from above about some supplying reports on the performance of the Help desk, and one of the required is Mean Time To Response I can see there is a field from the data export files which is called "Time to Respond" however
Ticket creation notification only when ticket is created by a customer
I want to prevent a notification from being sent to a ticket recipient (customer) when the ticket is created by an agent, and only send them when a customer creates a new ticket via email or help center. How can I best create this as a rule? Would it
Customization of Ticket Data on View
We are moving from one support desk software into Zoho Desk. So far we love a lot of the feautres and options. One thing we can't figure out though is customizing what ticket information we see on the ticket views page (using Classic or Compact, not modes).
Setting default filter in 'My Open Tickets' view
Hello, Is it possible to set a default filter in Desk for the 'My Open Tickets' view? Either for everyone or just an individual user? I have to keep manually setting the filter to 'Due Date' | 'Today + Overdue' but it would be useful if this was set by
Zoho desk - current subscription and number of users
Hello Please can you confirm our current subscription and number of users for Zoho Desk Currently looking at expanding number of users - additional 5 users Please can you advise available bundles/options which may be more cost effective Regards Paul
Customer Tags (For Accounts & Clients)
Hello, Is there a way to add tags to the accounts and contacts? For some perspective, we have some accounts that have multiple clients but not all of our clients have permission to request certain things. We would like to have a way to tag the client
Email template for new announcement
Hello, We need to translate the email template when a new announcement is posted and send to the followers. Unfortunately, I couldn't find where to do it. Is this possible? Thanks in advance, Kind regards
Unable to save Blueprint in Zoho Desk.
Hi I have created a blueprint in Zoho desk which has 14 states and upon saying it says " Unable to process your request". You can refer the top center of the pic for Reference. Can anyone help!
Zoho Desk Web Forms Embedded to Zoho Sites | Captcha Image Issue
Good day Zoho team, I created a web form in Zoho Desk and embedded the code to Zoho Sites under the Contact Us page in the website. The web form consists the ff.: First Name, Last Name, Email, Phone Number, Description, and Captcha. In Zoho Sites, The
Master the Customer Experience Suite: Join our workshops to elevate your customer experience
Zoho's CX workshops have expanded to more cities this year, and we're excited to meet you all! Here's where we'll be: April 10-11, 2024 - Johannesburg, South Africa May 8-9, 2024 - London, United Kingdom May 13-14, 2024 - Paris, France May 16-17, 2024
Duplicate tickets when department emails are copied
We use Zoho Desk and have four separate departments with four separate workflows. If a ticket is moved or someone CCs a department email in a different department, it creates a new ticket in the different department and creates another new ticket in the
Zoho Desk + Zoho Booking automatic email
Hello, hello, We've been using Zoho Desk for a few years and we're now looking into also using Zoho Bookings. I have installed the Desk <-> Bookings integration. Using "Workflows" in Zoho Desk, is there a way to automatically send an email reply for a
Web forms on the customer portal
Good morning, all I am in the middle of a issue i can not figure out based off the info i am searching for online. I am looking to create a new hire form that asks a few questions like name, dept and if they need a pc, software access, etc and i think
Desk doesnt ask to save draft of new tickets. Lost hours of work.
Im hoping someone here can help. I spent the last few hours typing a new ticket (not a response). I left my computer for a minute, came back, accidentally brushed my keyboard, the screen refreshed and now the last 2 hours of work appears gone completely.
ZoHo Desk Email Signature
Hi, There are two things missing from the signature part of ZoHo Desk Variables in the signature for example User.FullName Global Signature "Best Regards, {{user.FullName}}" By adding "1." we can have a template that our agents can just paste to the system
Help Center Sign Up Form -- Add Account/Company
Currently, the Help Center Sign Up Form only has Name and Email address fields, not account/company. Is it possible to add Account/Company field in the Help Center Sign Up Form so that when Zoho Desk admin got the email notification (as Moderator), the
SLA Rule Execution
Hi Team, when ticket comes in to portal it gets assigned to some department and SLA gets started. when department open the ticket on next day and check the details then they decided to move it to different department. this scenario SLA should start for department on the basis of moved ticket time. not on the created time. please advice us on it, as we can create SLA when ticket on the basis of ticket moved time.
Zoho Desk and 'BCC Dropbox'
Hi Is there anything like 'BCC Dropbox' (from CRM) available in Desk? Thanks
[Community-Forum] Mention of someone and quotation
Hi, I can't find it but it is hard to believe that you cannot mention a specific person in your reply on the forum and format part of a text as a quote. Does Zoho Desk - Community really lack such basic functionality?
Add custom view Option Disappeared
We observed add custom view option has been disappeared in our panel, Can you please fix that soon.
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