Ticket Tags Analytics
Is there a way that ticket tags will that show up in Analytics or can it? We want to see when a particular ticket comes in without clicking through all the tagged tickets. We created the tag for this purpose hoping there is a way to see the Analytics
Automatic warning when the time quota for customers is exceeded
Hello, in Desk we store times on the respective ticket, so far so good. Now, certain customers have a time quota, which we have to keep track of. How can we map the requirements in Desk as automatically as possible? I imagine the following: (1) Agent
Why can I not change the email associated with my profile on the Zoho Help Center and Community?
Hey all, I was attempting to change the email associated with my account here on Zoho's Help Center, however, the email field is unresponsive. It will not allow me to make any changes. Is the customer login here on Zoho Help Desk no longer independent
Relate Products to Desk
I have a request from my organization to be able to associate products a customer has ordered and have that information display in Desk when a Customer opens a ticket. How can I go about this?
Not able to link leads to Facebook
It says that I have Search disabled by facebook but i've got the setting for permissions entered on FB page already
Deactivate old contacts (without deleting)
Hello there, under this post I asked if there is a possibility to deactivate contacts.I received the answer that currently there is no possibility at all. So now I would like to share this idea with you. If contacts leave the company, or are no longer
Customize Article Titles
Is it possible to customize the style of an article title? Right now, it just a default black color and a default font. I was wondering if it would be possible to customize the style of the article title in order to change the font and color. I have been
Shared Snippets
Snippets is Zoho Desk are really helpful for quick responses. However Snippets are only specific to each user who creates them. It would be SOOOOO helpful to have shared snippets. So for standard information we can share the snippet answers with the entire
Account Specific Knowledge Base or Article?
We often have Clients email for the same thing again and again. For instance, they may want a report that we generate for them about their specific system. 3 months later when they've lost it they emails us again for the same report. I see that we can
Not able to attach documents to emails
Submitting a ticket to zoho help is also not working.
Bug in Setup search
Searching in the setup does not take you to the setting, instead it redirects you to zohoone. The behavior was tested on different PCs, browsers and incognito mode. Anybody else have this problem?
Send alert on incoming e-mail from customer, prevent alert on incoming e-mail from agent
Hello, Here is what I would like to achieve: I want to send an alert to the customer (to the contact associated with the ticket) when the ticket meets certain criteria (for example, when it is closed). But this should not happen if an agent forwards an
I want to use Desk to monitor and control contact between subcontractors and clients. I want to accomplish this by having my backend create a bcc email to sub and client.
I want to use Desk to monitor and control contact between subcontractors and clients. I want to accomplish this by having my backend create a bcc email to sub and client. That way the sub and the client don't have each other's email. Voice will be handled
Schedules stopped without reason
Hi! We are using Schedules in our Zoho Desk instance. The Schedule was started in April 2023 and stopped without a reason and a message on 10th of August. It was also not able to activate the Schedule again. Only when I open the Schedule again save it
Zoho Desk - Ticket Reminder
Hello, I wanna create an alert in Zoho Desk that if a ticket is open, notify the ticket owner after the ticket is first assigned. Reminder mail notifications should be sent after 18 hours, 24 hours, 36 hours, and 48 hours. I tried to create an alert according
Zoho Desk - Notification on new ticket not firing
We have set up our Zoho Desk and the notification when a ticket is created is not triggering. We have looked in the History of the ticket as well and no log of any notications is shown. We followed this article but still have no luck : https://help.zoho.com/portal/en/kb/desk/for-administrators/help-desk-automation/articles/managing-notification-rules-triggers-in-zoho-desk
Real-time Notification not working?
We are no longer getting real-time notification when new tickets are entered. We need to refresh the webpage. We just noticed this today. We have the paid version, and tickets are primarily entered through SMTP email. Any idea what the issue could b
Offer link URL for the customer happiness rating as placeholder
Hello all, we want to use the customer happiness rating feature. When you activate this feature you can decide whether you want to include only a link text in the emails or also buttons. Unfortunately, we cannot use buttons because Outlook does not display
Immediately close ticket
Hi Zoho Forum, Just wanted to know if there is an effective way of immediately closing a newly created ticket based on the subject content. For example, we have another system we use that sends an automated email to our queue stating "Operation completed...
Task Templates?
Any way for us to add Task Templates to certain tickets? The scenario is as follows: X Department sends us a ticket containing information about an upcoming new hire. We need to do several things to prepare for this new hire. In our old system, we had 'Checklists' we could add to tickets. Can we add a 'Checklist' to these tickets and mark off each task as they are completed, as prerequisites for the ticket to be able to be closed?
Zoho Desk insert templates button
In the new version, the insert template button on Zoho desk tickets page is not displayed.
Zoho Desk's Instant Messaging Update | Connect with customers via WhatsApp instantly from the Contacts module
Send messages with a single click! What's new? Now, you can send WhatsApp messages from Desk's Contacts module. A WhatsApp message sent to a phone number belonging to an end user's device is an outbound WhatsApp message. You can now send single or multiple
Reports In My Area or as Widget in Help Center
Hello, We are wanting to show SLA reports to customers that are logged into the Help Center for their tickets and tickets within their Account. Is that possible today?
Make it easier to respond while moderating
Hello, We are moderating every topic (idea) that is posted in our community. In this way, we can easily remove ideas that are already posted in our community and prevent doubles. The only thing is, that we would like to reply to the person why the idea
Zoho Desk - Ticket Creation
We use Zoho to communicate with our end users as well as our vendors. It would appear that one of our vendors is also using Zoho desk and some ticket system which is creating a never ending loop of new ticket creation on our side as well as theirs. We
Export Agents' Permissions as CSV (or Excel)
Hello, I want to have a list of all agents in Desk along with their permissions (thus based on their profile), but I can't seem to find a feature for that, like an Export button most of today's tools have. All I can see is the agent list from Setup >
Multilingual Helpcenter : Ticket Fields require multilingual field definitions
The new multilingual help center also includes the ticket submission feature which includes the ticket layout fields. These fields don't have any multilingual description options at the moment. The layouts which interact with the helpcenter should also present the options to have multilingual field descriptions.
Import CSV to update a ticket's information
Hello, is there a way for us to upload CSV with ticket information (Ticket Id, Contact Name etc) and update its information, or can only obtain it via API? Like how Import Data works (though it's creating a new record). Looking for a way to import data
Copying Rules and Customization to other Departments
Is there a way for me to copy over rules/workflows/fields or other settings and customization from one department to another? This will make it a lot easier to implement rules and settings that is universal across departments.
SAML Single Sign-on for Help Center
Hi, can I use saml sso for help center without identity provider (IdP), such as generating auth_token, then saving the auth_token on my website to use as login token to help center? is it possible for users/customers (not internal users) to sign up/sign
Zoho Desk | ASAP update | Deliver unparalleled customer support in your Flutter-powered mobile app
Hello everyone, We are happy to announce that we have adopted the ASAP SDK for Flutter apps, a highly preferred framework for mobile application development. Businesses have realized the critical importance of attracting customers through mobile channels,
Type Account
We are a company that offers different types of support to companies, we would like to be able to identify the companies to which we offer different types of support, as seen in the image, at the same time we would like this crown to be able to change
Unverified Sender Warning
For the past few days we have been getting Unverified Sender warnings on every incoming ticket. Please advise
Data migration (ticket) to Zoho Desk
Hi, If we will import old tickets from external system, all these tickets will carry the same ticket number after imported to Zoho Desk? Understand that Zoho Desk do not support alphanumeric ticket number, what if these tickets from external system contains
Signature from Zoho Desk is not displaying correct in MS Outlook
Hi! We have rebuilt our company signitaure in HTML with a table and import it for each Agent by the API inZoho Desk. In the table rows we have inline style tags like line-heigt: 1.5; This is displayed correct in the Web browser but not in Microsoft Outlook
Using Google Font's with Zoho Desk's Helpcenter
Hi, How do I use Google Fonts with Zoho Desk's Helpcenter? I've added the tags into both Header and Footer, as well as via the CSS as a CSS import, but none are working. Thanks for your help,
Send Email Notif after Alloted Support Exhausted
Hi Zoho Team, Requesting for your kind assistance if this use-case is possible as Function in Desk.
Custom field mapping to Jira
HI Zoho It would be reallly usefull if when a ticket in Zoho desk created a Jira ticket that you can map custom files from or default fields from Zoho Desk to the Jira Item. In our case we would like to be able to map 1) Customer account 2) Region (custom
I have an Error while Forwarding my Email
Hello, Mail forwarding does not work. I use Outlook and have an email address as support@xxxx.com and set up a forwarding rule to zoho desk (support@xxx.zohodesk.com) (support@xxx.zohodesk.com) I followed all the steps on this article however, when I
Request: Ability to clone templates
It would be a great feature and a huge time saver to have the ability to clone templates to other departments. It becomes very cumbersome when you manage over 12+ departments. Thank you!
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