Reported on number of views for knowledge base documents
I can find the overview dashboard for Knowledge Base where it reports our trending KB docs etc, but do we have a report on knowledge base documents that lists them all in order of most visited? The dashboard currently only shows the most visisted but
New Enhancements in Zoho Desk and MS Teams Integration
Hello all, We are super excited to announce some new enhancements in our Zoho Desk and MS Teams Integration. Zoho Desk and Microsoft Teams integration deliver a unified platform for optimal management of support tickets in a single workspace. To provide
How may I open a new ticket from Guided Conversations?
I want to build a GC and collect some information from the customer. I would either direct him to available documents or open a ticket for further processing by an agent. How can I open the ticket in a certain layout and define the required values as
Zoho Desk Font preferences not saved in the user context
Hi! In our company we decided to use Verdana as our font for Mails and therefore mostly every user changed this in his personal preferences. Now I changed the PC with a different web browser and wondered, why my font changed to another one then Verdana
Zoho Desk Notifications
Hello, I am curious if anyone would have a solution to this issue I am having. Within our ticketing system we utilize several different ticketing statuses to stay organized. Most statuses are "On Hold" status type and we have our agents set their views
Tracking how long ticket spends in one department
Hi, I'm just wondering if it's possible to track how long a ticket has been in one department for? Our tickets usually get moved across departments a lot to resolve them so I just want to know if there's a way to figure out how long it spent in one particular
Creating a View in Desk
Creating a View in Desk for all tickets where you have been mentioned. For example their is a ticket and someone adds a comment into that ticket and mentions me (@Iain)
Office 365 SSO Integration
We currently have all our users configured locally in Zoho. We want to connect Zoho to Office 365 using SSO. How do we merge existing users with their Office 365 profile? We dont want to delete users and their history. Is there a process to merge us
Zoho Desk Brand- add on in Social Module
Hello! Where can I purchase brand add-ons in Zoho Desk (under Socials)? Zoho Desk Professional currently can have 1 Brand only. I want to add more brands so I plan to purchase add-ons but I can't seem to find anywhere in the website where I can purchase
Monthly Release Round-up - September 2023
Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Allowing agents to share Snippets Snippets are canned or templated messages that agents often use for common questions or enquiries
Missing Privacy Policy checkbox in advanced Webform
Hi, We moved our webforms from CRM to Desk. In CRM, you have the chekcbox field about Privacy policy, the user needs to check before sending the form. IN FOrm, there is a soecial Term and Conditions Fields which could be used. However, no such field exists
How to prevent Automation Replies to be send to customer when tickets are created on our end?
Hi there! We are trying to set up an automated reply when a customer writes in. The automation reply should only be triggered when the customers send an email to us. However, it seems that when we "Add Ticket" and "Submit and Send as an email" the automation
Cannot Update Custom Field Using Custom Function
Hi Team, I am testing a simple custom function in Customer Payments module. I created a custom field in customer with API name cf_avg_days_to_pay. However, this simple custom function won't update that custom field. Can you point out what am I missing?
Zoho Finance - Desk Integration - RMAs?
It's currently not possible to initiate the Inventory sales return process through the extension on Desk. As one might imagine, most return requests are handled by customer service agents who live in Desk. This seems like it would be a good addition to
Prevent duplicates in single-line custom fields in tickets
Right now it is possible to add duplicate entries in custom fields in tickets. My specific requirement is related to the single-line field. A few of my clients are using Desk to manage communications regarding incoming bills from their vendors. One client
Zoho Desk's Instant Messaging | Feature Enhancements | Oct '23
Hello All,
We spent August and September working on many under-the-hood improvements. What was the result? The Instant Messaging module comes with stability and some of the most-awaited enhancements. Let's explore the latest enhancements released in
Matomo Analytics in Knowledge Base
We use self hosted Matomo Analytics for privacy friendly tracking of user behavior on our websites. Is it possible to place a tracking script in the Knowledge Base website? I can only find settings for Google Analytics and PageSense. I've manually pasted
Look Up Ticket by Ticket #
Zoho Desk has no good and quick way to pull up a ticket given that ticket's ID. There needs to be a quick and reliable way to do this. Many other systems accept the Ticket # in the URL. This is simple, easy, very quick, and lets us dynamically link to any ticket. Zoho Desk does not support this. Searching by Ticket ID is the next fastest thing. This works great until it doesn't. The search bar only searches a specific date range unless you go to the search page and change it. That makes sense when
Effective June 1, 2023: Updates to the WhatsApp conversation-based pricing model.
What's the latest in WhatsApp conversation-based pricing? Businesses already using the WhatsApp Business Platform will be charged per 24-hour conversation. Different charges will apply to different conversation categories. Effective June 1, business-initiated
where do i find department_id
im not getting deoartment id.
Zoho Desk Customer Portal URL Broken
I had to reset the DNS records for my domain, and the Zoho Desk record got lost. Now I can't access Zoho Desk and reconfigure the portal. How can I solve this issue?
Where do I add / verify site. Upload the Bing XML file on your web server
Hello, I have a custom name for my help desk. https://support.filmservices.me where do I upload the XML file on the web server? Or am I being daft and it should be added to my own domain / DNS server filmServices.me ? Thanks J
The #original_sender tag is not detected when email encoding is base64
Hello, I believe the #original_sender tag is not detected when emails "content-transfer-encoding" is base64. I've been sending mails through SQL and when it's received by Ticketing platform, the original message is detected to be encoded in base64 and
Zoho Desk | Multi-brand Help Center | individual access settings per customer
Hello, we intend to set up two independent help center portals to allow customers individual access to the respective portal or both portals. This decision is based on the need to provide customers with differentiated access to the ticket area and the
Automatically deny access to zoho desk for final user
Hi, Does anyone has already write a custom function to automatically deny access for a final user when a account's field has been updated? Is there an other way to do that with out a custom function? Thanks for your feedback and help.
Parent child ticketing
Hi All, do you know if there is a way for all time logged against a child ticket to be added to the parent ticket in a different department?
Zoho Desk's Instant Messaging Feature Update - Increase customer engagement with WhatsApp's Interactive Message Templates.
Coming Soon! A messaging feature to take your business to the next level by adding WhatsApp Interactive Message Templates to your customer conversations. One of the latest features of WhatsApp business is the introduction of Interactive Template Replies
Desk access to Knowledgebase for SAML users
Hi, In Zoho Desk, you have the flexibility to set categories and permissions for users and groups, but the 'users' database is horribly inflexible. A user in an existing company cannot log in and see articles relevant to their business without an agent
Ticket View - Sort by Account
Is there a way to sort by "account" in any of the ticket views?
Data administration | Export Data | Help Center Articles - CSV export is not valid [Bug]
Hello there, when exporting Help Center articles, an essential aspect in the standard for CSV files is not met. See RFC 4180 for details: As you can see on the screenshot the article starts in line 1 and due to the line breaks in the article text the
Agent Management page enhancements request
It would be nice if the Agent management screen had some additional features: A tab for Full Agents. Light agents exists, All agents exist but there isn't a listing of full agents. This would be a nice feature. License totals and licenses used. It would
Cannot reply to ticket
i have a situation where when I click "Reply" "Reply to All" or "Forward" on certain tickets, it doesn't open the editor and start a reply. What happens is that is "shrinks" the current message I am looking at (in the same fashion as what happens when
Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
Desk - Finance Integration - Can't 'Mark as Confirmed' Sales Order
When a Sales Order is created from the Desk interface, there is no way to get it out of the 'draft' status without actually emailing it to the customer. There are many, many, many, many cases where this isn't the workflow. In the regular Books / Inventory
Desk vs FSM
Anyone using the two together? Not sure what’s the best way to make our workflow. Usually we ticket for everything we do in our company. In this case do we ticket for remote calls/services (that require no onsite visits ) and use FSM for just onsite calls.
How to Re-Send Happiness Feedback to our CLOSED Tickets
Hi Zoho Desk Support, good day. I would just like to inquire if there is a way for us to RE-SEND the happiness feedback to our CLOSED tickets to our users like at least 2 months ago up to the present. Thank you.
Layout field label in Help Center
Is there a way to modify the "Layout" field label to something else using CSS? I was told it could not be changed via the English language file.
Dynamic filter criteria (placeholder) in views (current user, current date etc.)
Hello there, from the everyday other software solutions one is used to the fact that one can use placeholders with regard to filters. It is not efficient to filter based on the current date and have to edit the filter every day to manually change the
How to reset formatting to default font size (12)?
Hello, I've set the default font size for my replies in Zoho Desk to 12, but if I click the "Clear formatting" button, it switches the font size to 10 (which is the default for Zoho). How to configure Zoho Desk to use my customized default font size (12)
Monthly Release Round-up - August 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Introducing Teams logos While creating teams, logos can be used to represent each team for quick identification. Users can recognize
Next Page