Using SMTP to manage outgoing email via an O365 shared mailbox
We use Microsoft 365 and would like to start using their SMTP to manage outgoing emails for our various Zoho departments. The issue we're running into is authentication - since each department is built using a shared mailbox, and shared mailboxes don't
Highlight Field in ticket information sidebar
Hi, we have a custom field, that get the data (support stop date) from the products. Now I want to validate this field and if the date is older than the current date this field should be highlighted. See the attached picture for clarification. Is this
Zoho Desk integration to Books, CRM, Inventory stopped working.
Wondering if it's just us. I don't believe any security permissions were changed in our tenant, however after nearly a year of using these integrations with desk it has stopped working stating "Insufficient Privileges to perform this operation. Contact
Is there an ability to keep the status field unlocked while having an active blueprint?
Hi, Is there an ability to keep the status field unlocked while having an active blueprint? Thanks,
Zoho Desk's ASAP announcement | Help customers find the content they need
Hi All, The expeditious Zoho Desk's in-article search for ASAP mobile SDK is here! Users can search for words or phrases within a specific article to find the most relevant content based on their circumstances and the issue they're experiencing. For example,
Change assignment from a Team to an Agent when edited by said agent
Hello, I am trying to create a setting/workflow for the below. Tickets are created when a SalesIQ chat is missed or someone emails our mailbox. These are auto assigned to the Support Team. We would like the ticket owner to change when the ticket is edited,
Remove Signatures from emails to ZOHO support desk
Hi There Is there now way for you to automate the removal of signatures when i email your support email? our signatures are dealt with at organisational level through mimecast , so i have no control over it, but I am not confortable having all my contact
Zoho Desk's ASAP announcement | Introducing the only text-to-speech app you need
Hi All, We're happy to announce the release of a highly anticipated feature for Zoho Desk's ASAP mobile SDK: The one-click text-to-speech (TTS) function for mobile applications will increase accessibility and make it easier for users to get support. Turn
Problem on a Workflow
Hi all, based on this answer: https://help.zoho.com/portal/en/community/topic/loop-with-other-ticket-system we have a problem if the process includes multiple criteria (see the screenshot): If we have only point 1 and 2, the workflows works properly.
Auto Merge
Hi, We receive emails from IT on another ticketing system. When a ticket is resolved on the IT system it send 3 emails; 1 update to say its been fixed, 1 to say the ticket is now resolved and 1 asking for feedback on the service. These emails are generated
Desk Not Creating Ticket From Email With Two 'From' Addresses
I have a situation where a specific customer sends us an email to our support@ address but Desk isn't receiving and/or processing just that customer's email. Anyone else sending to support@ works as expected. The only thing different about these emails,
Portal Customization
Is there any way to change the icons used for things like the ticket icon? Or a way to change the unprofessional looking comic character that comes up on the page when someone signs up for our customer portal?
Zoho Desk's Instant Messaging Update | New Integration | Nov '23
We're adding more ways to stay connected with your customers! Hi All,
We've been working on many improvements for the last few months, and we're excited to announce a highly anticipated integration with Facebook Messenger! Let's dive right into the benefits
Chatting / IM - Zoom or Microsoft Teams integration?
Is it possible to have Zoom or Teams set up as an IM option? Also, if possible, is it also possible to limit it to a department? We want one specific department to have the ability to IM (or chat) but not enable it for another department. The general
3CX and Zoho Desk
Hi, I want Zoho Desk to open the related Customer Contact Card when an advisor accepts the call on 3CX. They already manually copy the number and search Zoho Desk but surely there is a way to make it automatic? I have found https://help.zoho.com/portal/en/community/topic/contact-search-api-sends-204-every-time
SPAM - ticket numbers
Hi, We receive a load of spam tickets. Problem is each ticket coming in takes up a mass heap of unique ticket numbers. Question is, When we empty the spam folder do those same ticket numbers get reassigned?
Delete acct
How to delete my account
VOIP pbx that route calls based on ticket number
I'm looking to see if there is a VOIP/pbx system integrated with Zoho Desk that allows you to assign the call to the agent based on the ticket number. Anyone have experience with this?
Redefine customer experiences with Blended Conversations
Zoho Desk's Blended Conversations feature is here! Blended Conversation is a fruition of Instant Messaging framework and the Guided Conversation bot builder, a low-code platform for customer self-service. The IM framework helps businesses seamlessly integrate
Connector deployment in zoho for third party integration
Hi Team, I would like to create third party integration with zoho Desk and Want to deploy my code bases in Zoho any where. Can you please confirm that is it possible to deploy custom code/script for third party integration to zoho environment. I have
Unable to create ticket with SPAM contact that is not showing in SPAM list
My agent is trying to open a ticket and is getting the error message "You cannot submit a request for a SPAM email address." The email address is NOT showing in the SPAM email list, neither is the contact. How can we stop this?
end user/contacts associated with multiple accounts
When will we have the ability to let an end user/contact be affiliated with more than one account, so they can sign in one time and see the open tickets etc for all of the accounts they are affiliated with?
Is there a way to stop closing a ticket that has open tasks
We want to be able to prevent a ticket from being closed if there is an open task associated to that ticket. I don't see a setting for that.
Export as PDF Case ticket
I see there is a way to bulk export data as CSV file, and within the cases ticket, there is only a print option. Is there a way or workaround to export as a ticket as PDF? My only solution at the moment is sending it to print, and previewing as PDF and
Federated Login via LinkedIn not working
LinkedIn has changed to Sign in with LinkedIn Using OpenID Connect and it's not working with Zoho federated login now. Please can you update your support for this?
Getting access to Zoho support tickets submitted by other members of the organization.
I am currently trying to find a way for someone to have access to all other support tickets within our organization so I can track the progress and make sure they are followed up.
Log emails sent to CRM Contacts in DESK in CRM
Is there anyway to add emails sent to CRM Contacts from with DESK in the CRM so they appear in the Sent Emails to the contact. Currently to get a complete view of correspondence with a CRM Contact you need to view both EMAILS and DESK TIckets inside the
As an Agent I want to see KB's created by X Agent.
Hi all, Does anyone know a way, as an Agent, to list articles created by yourself, or any other chosen Agent? If this is a custom view where I can choose the Agent from the dropdown somehow that would be perfect. Thanks! Rich
Sending Emails Through Zoho Not Allowed
I have a new agent in my organization who is trying to send an email to a customer through the Zoho portal. When he tries he get's an error saying he doesn't have sufficient permissions to send the email and to contact an admin. I've checked his account
Delete my help account
I need assistances to delete my account in help.zoho.com. Thank you.
Back Button UI / UX
When answering a ticket, the way to get back to the list of tickets is to click the back button, circled below: Unfortunately, because this is so small and located on the far left, it is extremely easy as a user to accidentally trigger the flyout menu
Keep tickets for department
Hi, We have some situations in which we need to deactivate the Zoho Desk Department (we have several), but need to keep the tickets accessible (in case of future legal matters). Does anyone know of workarounds or know of future upgrades???
Desk - Finance Integration: Line Items and Default to Contact vs. Ticket
I'm using the Inventory and Books integrations with Zoho Desk, and these are very useful. There are a few things that could make this even better, though. My company manufactures durable goods and sells via e-commerce. Our support runs through Desk. We
Snippet issues
1) you can only create, delete, and edit snippets while making a reply. That means if I want to create a snippet, i have to enter a ticket and then click "reply". Does this make any sense at all? There should be a stand alone page for making canned
Workflow to log time spent in an department
Hi, We have a reporting ask to be able to see how long a ticket has spent in one department as tickets get moved around a lot of our departments frequently. When a ticket is raised in Department B and then moved to the Department A we have a workflow
Pick a light agent as ticket owner
My collegae is a light agent within ZohoDesk. I would like to set him as a ticket owner, so I can monitor the progress of this ticket. But I don't see his name/profile when i want to set the ticket owner.
Pourquoi Zia ne peut pas être activée dans mon Help Center ?
Bonjour, Je ne parviens pas à activer Zia pour traduire automatiquement les articles de mon Help Center ?
How to prevent ticket re-activation at reception of absence notices?
If we mail the customer and have to wait for his response, we set the status to 'Wait Customer'. If customer as configured an auto-responder, the ticket gets thrown on the agents desk right seconds later and additionally the agent gets an email about
Tickets mail blocked. Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8
Hello, our Zoho Desk emails are being blocked with the message: Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8 Can you please get this r
Ticket email notifications delayed
Our staff / agents have been seeing delays in times between submitting comments and the emails regarding said notification. The delays have been happening since Wednesday, and have ranged anywhere from ½ hour to 6 hours. Is there a Zoho mail server issue
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