Trigger Alert via workflow / custom function
Hello, it is possible to send an mail alert via deluge? Sure, we can send a alert directly via a workflow rule but there you are limeted to the workflow criteria. We need to check some complex condidtions an so need to use a custom function. But inside
two step option to close a ticket
hi i want to check if we can implement a Two step ticket close option. at times we click the close button by mistake and the ticket gets closed. if there is a two step option, then a reconfirmation will be asked before a ticket gets closed.
Planned IN data center maintenance on Sunday, 11 June 2023 from 6:00 AM to 6:30 AM IST
Dear Customers, Scheduled maintenance will take place in the IN data center (DC) on Sunday, 11 July 2023 from 6:00 AM IST and 6:30 AM IST. Expect 30 minutes of downtime if your account is hosted in the IN DC. During the maintenance window, Zoho Desk will
Support Agent Reply should have a template or choice to replace email Subject
We have our tickets created through an API and Ninja Forms in WordPress. The ticket Subject is set to something meaningful for the agents to know the topic of the ticket (QA, Break/Fix, Comment, Issue, ....). While this is great to see within Desk for
Zoho Desk's ASAP SDK | Feature updates | June '23
We are excited to announce new ASAP SDK features and enhancements. To better meet your needs, we've updated our product with convenience in mind. Let's dive in and explore the new features and enhancements we have lined up for you. Multiple ASAP configurations
Monthly Release Round-up - May 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Enhancements in Web Accessibility Control Two important enhancements that were made under Accessibility controls were: Introducing Increased
Zoho Book Integration - Actions not usable in new UI
Hello, unfortunately the new Desk UI is not realy usable, because essential functionalities are missing in the official Zoho Book Integration! For example, for accepted estimates only the option to "clone" is offered, in the old user interface the actions
Workflow Rule is not called reliably
I have configured a very simple workflow rule: But sometimes it is simply not called, I have no idea what the reason could be. The rule has no criteria, so it should ALWAYS! run - but it does not. When I look in the ticket history, I can see that other
Contacts Info - Customize which fields are shown
Hello currently when viewing a ticket. The contacts info section on the left in the ticket details only displays the contacts name, email, company, mobile and office numbers. It would be nice if there was an option in layouts as a checkbox to show a contacts
Customize the look of the rating page (customer happiness rating)
Unfortunately, the DESK feature customer happiness rating page looks like this: You can only control the following things (regarding the design): Change the Icons for the Good, Okay, Bad rating buttons Change the logo of the department You can't control
Text field length validation rules can't be defined
The "Basics of Validation Rules" section in the "Creating Validation Rules" help page reads as : Basics of Validation Rules A validation rule for a field can consist of conditions like whether a value needs to be filled in, a specific expression it shouldn't
Working with teams
Hi Community, My team mostly depends on the answer of the "experts" to reply to our clients. We now have these experts in a field and whenever the ticket is in their "ownership" we set it in a specific status which is what makes the ticket visible to
Zoho Desk : integration with Facebook Messenger
Hello, When the integration between Zoho Desk and Facebook messenger is planned? Best regards, Christophe
change layout (field order) of ticket side panel
How can i change the layout (field order) of the ticket side panel? I would like to display the most important info on the top.
Attention! Scheduled maintenance for Zoho Desk's EU DC will take place on Sunday, 28 May 2023 from 2:30 AM CEST to 3:30 AM CEST
Dear Users, We will perform the scheduled maintenance for Zoho Desk's EU data center (DC) on 28 May 2023 from 2:30 AM EST to 3:30 AM EST. Expect one hour of system downtime. We've scheduled the maintenance for Sunday, hoping to minimize any impact on
Sync between Desk <-> Analytics doesnt work anymore! Infinite loop?
Hi, since yesterday morning the synchronization between Desk and Analytics does not work anymore. It was synced and the subsequent sync has not been completed yet.
Email subject formatting
Hi there, I'm trying to change the way the email subject is structured in ticket conversation. I would like to change it from Re:[## 108 ##] Ticket name to something more restrained such as Re: Ticket name [#108] . I know there are templates for notification
Show Higher Hierarchy Assigned Team Tickets for Agents with Lower Hierarchy in the same Team
Hello, we have the following problem: Some of our agents are higher in the hierarchy than other agents but in the same team. We would like the agents with the lower hierarchy to still be able to see and edit the assigned team tickets of the agents with
Zoho Desk's Instant Messaging Update - Meta mandates OTP Buttons for Authentication Templates
Starting May 29, 2023, all newly-created Authentication Template messages must include a one-time password (OTP) button. Note: This functionality will go into effect for India-based users (IN DC) later this year. What are Authentication Templates? Authentication
Overview Dashboard value blocks
Hi, I want to create a new dashboard with the same blocks as in the "Overview Dashboard" but i cannot find them in the Gallery when i want to add a new component to the dashboard. I've added a screenshot of the "Overview Dashboard" and outlined the blocks
what languages does zoho desk supports ?
I mean in my company some people don't know English, so does Zoho have the ability to make working interfaces in the languages Arabic, and other languages to respond to Arabic customers ?
New email opening old ticket
When a person sent a new email it opens up the old ticket.
Multiple Help Centers
We have two Help centers setup within Zoho Desk for different brands of the business. On the second Help Center (not primary) when we enable the Sign Up option, when users are invited after approving Sign Up, the email they receive points them to the
Parent Account
Hello, I wanted to know if anyone has had the need to have accounts grouped together and to be able to obtain all the information related to said grouping. For example, being able to see all the tickets of a company and its subsidiaries.
We need the ability to react to changes to a Person or Ticket being marked as Spam, and we need the ability to change the Spam status of a Person or Ticket
We have Desk <> CRM sync set up. When a Desk Person is marked as Spam, the CRM Contact should be updated. Instead it appears that the Desk Person has the CRMContactID value removed, so the Desk contact gets disassociated from the CRM Contact. In our case,
Possible to sort contacts by first name?
Thread title says it all. In CRM we sort Contacts by first name. In Desk they sort by last name. Can we change that? Thank You
Adding requests/tickets only by certain user groups
Hi, It would be great if we can allow certain user groups to add requests. In this case not everyone can add a tickets/request. Is this maybe in the roadmap? Regards, Helen
Creating new tickets from a CRM layout - Look Up contact field doesn't work
After integration of Desk and CRM, When creating a new ticket from a desk related list in a CRM contact, the lookup field for the contact name doesn't autofill and when manually searching for the contact, eventhough apears the contact to select, clicking
I order 1-year contract of Zoho Desk but tell me will update on Sep 7 2023
Hey Can you check I cannot use my credit?
Incoming emails from web form
Hello, We receive incoming emails from our public webpage. This email is always the same. Is there a way to extract the senders email from the submitted form and replace it in the Email field in Zoho Desk? Otherwise an agent will always need to go in
Save Zoho Desk Report Template?
Is there a way to save a Zoho Desk report template? Every 2 weeks I export the same custom report template, with specific columns in a specific order and specific time frame. Is there a way to just save this as a template for quick reference in the
Customer Experience Workshops are coming to Europe!
Hey everyone, After an overwhelming response for our Customer Experience Workshops in the USA and Canada that was concluded in February, we are back again and now, we are coming to EUROPE for the very first time! What can you expect in the workshop? This
Can I customize the fields shown in the ticket list with table view?
I would like to show some fields like Priority and Classification and hide the Due Date field but it seems that these views are fixed. Is there a way to customize my view and not just using filters?
Is there a way to assign a ticket by the support email address used?
We have 2 support email address: support@mydomain.com and orders@mydomain.com that forward to corresponding support email addresses in zoho desk (support@mydomain.zohodesk.com and orders@mydomain.zohodesk.com). The email forwarding is working perfectly.
Sort ideas on last created
Hello, Topics in the community are now sorted on 'last changed'. Would be great if this could be 'last created'. Or add a filter for this. Kind regards, Helen
Lock ideas: lock comments and voting
Hi, Now when you lock a topic in the community, you can only lock the comments. Would be great if you could also lock the voting. Kind regards, Helen
Monthly Release Round-up - April 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements we released last month. Option to make default comment type public Until now the default comment to a ticket was always set as private, which allowed only the agents
Submitting Tickets using Knowledge Base Artlices
Is there any way to link a ticket submission button to the articles on our Knowledge Base? For example, a user is reading an article and there is a button to submit a ticket right from the article. This would be helpful so we can know if a user has already
Gmail to ZOHO DESK Import
Hello Team, I would like to inquire about the feasibility of importing historical emails from Gmail to Zoho Desk. Is it possible to do so? Thank you. Bharath Kumar E
Zoho Desk - Support Email Domain for Multiple Brands
We are a Zoho One customer and are looking to setup Zoho Desk. We have multiple brands within our company with different sales teams for each brand. Our customer buy products from a brand and would need to send support emails to the domain associated
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