Salesforce Integration doesn't seem to be working
I connected Salesforce and mapped a few basic fields but after more than 36 hours, no accounts or contacts seem to have synced - why might this be?
Can i create in app inbox with zoho?
I'm using zoho desk and soon zoho crm as well, I was wondering as a saas b2b2b company if I could somehow utilize zoho and create some sort of in app msging between the initial client of my to his end client (who is a client of mine as well) Example:
Mailchimp integration with Zoho Desk
Objective: Sync Customer Contacts from Zoho Desk to Mailchimp and bringing across several custom fields in the Contacts and map these to fields in Mailchimp I can see https://marketplace.zoho.com/app/desk/mailchimp-for-zoho-desk but it doesn't say the
Zoho Desk - Sync fields between contact module and ticket module
Just helping the community by sharing a custom script that we implement. Always open to other ways to achieve this more efficiently. Objective: I have different types of customers (I,E Vendor, Reseller, End-User), I want to record what type of customer
XML file into XLSX Zoho Desk
Is it possible to transform an XML file into XLSX format in Zoho Desk?
On Create Workflow vs manual Macro trigger
Hi, I have a custom function that merges ticket together when they have the same specific text in the subject. If I trigger this manually via a macro it works flawlessly, every, single, time. However when the customer function is attached to an 'On Create'
Zoho Desk's ASAP announcement | A demo app is on the way
We're excited to present a significant step forward in demonstrating the ASAP mobile SDK. If you're new to ASAP, here's a quick intro. What is ASAP? The App Support Across Platforms (ASAP) widget in Zoho Desk is a stand-alone app that provides in-app
Disable written feedback on articles in the nowledge base
Is there a way to disable the option to give written feedback on articles in the knowledge base/help center? I could only find articles on how to disable the feedback buttons or the comments on articles, but not the specific feature mentioned above. Unfortunately
Adding customer as end user resulted in error
I have a customer that I created as end user, she received the registration email but it resulted in an error, see screenshot. Since then I've deleted and re-added her several times but she no longer receives the email and cannot register. We've checked
HTML Hyperlink in ticket body
Hello, I am currently evaluating Zoho Desk for our needs. We are creating tickets using available APIs and attempting to insert hyperlink (html <a> tag) in the ticket text. When ticket is created the hyperlinks are converted into blue text and actual
sandbox
is there a sandbox area for testing within Zoho Desk for new features before we publish/use Would like to iron out details and configurations vs waiting offline to test customization of different configurations, and/or change a working setup. Also, don't
Bulk edit for picklist and multi select fields
Right now I'm recording a lot of new picklists and their corresponding values into the system and at a point I had a change of mind and decided to rename some subsets of these values. You do allow adding multiple values in bulk but unfortunately there isn't a way to modify existing values in bulk. I guess that a spreadsheet style interface would be required to allow us to edit picklist and multi select list values in bulk.
Dashboard stacked bar color
Is there a way to change the bar's color in a stacked bar? Correctly it shows Blue and Green I need Red and Green Thanks Rudy
Desk / Contracts
Hi, Support administrators can no longer edit contracts within the Accounts>Account>Edit. Also in settings we cannot see contracts. Has something changed or do we need to change the settings under the administrators?
Supervisor Rules --> Custom Function
Hello, currently I can't add a custom function to a supervise rule. Is there a reason for this? Background: We have BluePrint managed tickets and actually we have a Supervise rule which should set the ticket to "closed" after 168 hours since the last
error when answer a ticket
platform error answering a ticket. https://www.loom.com/share/58766e99624c4fffb7f25326720ce87c?sid=bc9ea105-2198-4c69-a471-9fe5bc362cc9
Spam-Tickets in Analytics
Hello there, we use synchronization between Zoho Desk and Zoho Analytics. I would like to know if the tickets classified as spam are automatically excluded from synchronization ? I cant find a flag on the ticket record in Analytics which would tell me
Radar App for Zoho Desk: New Features to Level Up Your On-the-go Support Experience
Hello everyone, Time is a precious commodity in customer service. The faster the service, the happier the customers. However, it is the quality and consistency of service that earns their loyalty. The Radar app for Zoho Desk can help maintain quality
Bulk update with private comment
Hi Zoho team I just wanted to know how to bulk close with private comment
Reporting
Hi, Is there a way of running a ticket report and having a account name as part of the criteria. I would like to schedule monthly ticket report and have the customers/account name displayed. Thanks
Turn off close ticket option in help center
I need to turn off the option for customers having the ability to close tickets in the help center as this is not a feature we want them to be able to do. Also if a customer creates a ticket in the Help Center there is no email notification/notification given at all it seems. Is there a way to change this?
Client Emails Responses not showing up on ticket thread
Hi, When a customer replies to an email sent as a response from the Zoho Desk, the customer response is no showing up on the ticket. I think they used to show up but not anymore, is there a way to accomplish this?
Automation - Assign ticket owner via e-mail command
Links [Code and Documentation | YouTube Video] Hello there, I've created a nifty custom function for Zoho Desk that simplifies ticket management. You send an email to the support address and you already know the perfect employee for the task at hand.
Customer access to all tickets for account
Is there a way to give a user access to see all tickets for the account they belong to? The option "Customers can view Tickets of other users in their account" doesn't really work because it isn't desired by us or our customer to have every employee at
Zoho Desk - Make main lookup - account rather than contact
I have created a new layout in Zoho Desk. However I want the main lookup for the ticket to be the account and not the contact. How do i change this? We have created this layout to deal with track our interal upgrades of our customers software, so we want
New Email Created
Hi, Why new email created in Zoho Desk after I setup for Process Completion Email in Zoho Form (Approval Feature)?
Can you add more contact types?
Hello, For "Products" you can add associate "Contacts" and then filter them by either "All Contacts" or "Spam Contacts". Is there a way to add more categories to this list?
Workflows is not triggered when a customer lodge the ticket from his end
Hi Team, I have setup the following workflow in my ZohoDesk Workflow - Aurora Westan Receive New Web Ticket https://support.westan.com.au/agent/westanaustralia/aurora-westan/setup#setup/automation/401042000000953058/workflows/rules/edit/401042000043983353
Desk slow
Past few weeks myself and another user are seeing the desk as very slow. We are based out from different locations, so not internet issues. Anyone else having the same issues?
Knowledge Base Website Is Down
Our Knowledge Base is completely down for our website. We can't have users login to submit tickets or to read our help guides, etc.
Ticket KPI in Zoho Desk Dashboard
Hi! I am trying to create a KPI for our tickets to show progress/decline in graphical view or something similair. More spesifically, I need to know the status of all our tickets at a speciffic time. E.g. how many tickets were open january last year, how
Zoho Desk: I want to allow certain CLIENT PERSON not company to view their OWN tickets
I want to allow certain CLIENT PERSON not company to view their OWN tickets. I know how to allow all and maybe to view the whole company if I enable some global settings. But would like to allow just 1 Person to view his own tickets. Is this possible???
Send WhatsApp replies depending on the keywords/Answers
Hi, When I use Buttons in a template, how can I reply based on the answer? for example if I have 2 Buttons: Sopport and Sales and the customer click on Sale, how can I configure the next answer? Thanks
Custom Ticket Number
Good Morning, We have been using Zoho Desk for a while, and we want to know. Is it possible to set the ticket number to start from a custom value? example #340 Thank you in advance for your prompt response.
Assign Ticket to Lite Agent
Morning, I understand a "Lite Agent" can only read a ticket, but is there a way to auto-assign via workflow or manually a ticket to a "Lite Agent" for read-only purpose The purpose is that we receive a large number of tickers that do not need any action,
New customers get autocreated created with both forename and surname in the surname field
As discussed over a chat with Sajana:- "When we receive a new ticket, the contact would be then created automatically in the system and since last name is mandatory the values are pre-filled in the last name field of the contact. Also there may be cases
RMA system compatible with Desk?
Hi all. Anyone have a suggestion for an RMA management system to work with Zoho Desk?
ticket field visibility based on another field
Hi, I would like to be able to show/hide certain fields based on the value of other fields. This is basically exactly what Zoho CRM has (layout rules). How can I achieve that? Thanks
How do I track back and forth conversations on a Zoho Desk ticket in Zoho Desk itself
As the title says. Here is the situation I am having difficulty understanding 1. Customer submits a ticket, their email is customer@gmail.com 2. We reply from Zoho Desk where our email is support@ourcompany.com 3. Customer recieves that response in their
WhatsApp chat restricted to user/agent level
Hello Everyone, I hope you guys are doing well. Currently, my salespeople are using Zoho Desk, and we are using the Respond.io platform for our WhatsApp API number. The reason we had to switch to a different platform because each salesperson has their
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