How to change button background color in Desk Portal Email Templates
Hello, is it possible to change the color of the following element in Desk settings > Help Center > Email Templates?
[Zoho Desk] Visitor tracking - see how customer reached page, in ticket information
Hi everyone, We're using Zoho Desk and Zoho SalesIQ at the moment. Here is our scenario: Our customers come to our website and they fill in a contact form (which gets submitted to Zoho as a ticket) or hey interact with us through the Zoho chat widget
Apparently Random ZohoDesk Sounds
My ZohoDesk makes apparently random noises: -Swishing Noise -(Shaking) Maraca Noise Not all of our agents report this issue. These are not associated with the live web chat. I can only assume they are linked to a notification setting. Is there any way
"Advanced Ticket Filters for Zoho Desk" : Add "Ticket Tags" as filters
This was a long awaited feature in the Desk community. Please consider adding the "ticket tags" as filters for this extension.
Introducing Instagram Direct Messages in the Social Module
Hello all, We are excited to announce that the Instagram Direct Message functionality is officially up and running in Zoho Desk. It’s now easy to view and respond to end users' messages and convert them into support tickets right from the Social module.
Mark as read on Facebook and Instagram
Isn't it possible that once we reply to a message on Facebook or Instagram in Zoho Desk, it is marked as read in the respective inboxes? I communicate via Desk but the messages remain listed as unread, forcing me to go to FB/IG and manually open each
↣ ↣ Mobile App for Help Desk Portal ↢ ↢
Namaskaram! Help Desk Portal becomes a key touchpoint for a company with its customers/partners. Its capability with tickets, knowledge base et al makes it an indispensable tool to a company's external network once they get hooked to it. From this perspective,
Dismiss Due Date automatically on Zoho Desk when agent replys
Is there way to automatically dismiss the due date automatically when reply?? thx
Zoho Desk Help Center Full Customization
Hello, Zoho team! I discovered Zoho Desk just now when realizing I can somewhat funnel my business FB and Instagram messages (although not as smoothly as WhatsApp) under one interface. Really loving many features and although find some limitations, I
How to remove fields on ASAP ticket form
Hi, I have set up ASAP to embed on my SASS platform. This will be used primarily for Knowledge base articles and customer support ticket creation. The support ticket form allows customers to select product name and priority. How can I remove both these
DKIM Authentication: Cannot be verified due to incorrect TXT record.
Hello, I've successfully mapped my domain name to Zoho Desk (https://help.brightpen.ai) but now I'm having trouble with DKIM authentication. I clicked on Email > DKIM Authentication and then clicked on "Verify". Then I added the DNS records as instructed.
How to authenticate End Users through custom third party app?
We basically want this workflow: User tries to access Knowledge Base but authentication is required -> User is re-directed to our website login page -> User logs in and is authenticated through our own servers -> User is re-directed back to Zoho Knowledge
Guided Conversations - Jump Block Input Variable Mapping disabled?
I've created a Flow which creates a new ticket for our Sales Department. That flow has a number of Local Variables defined which are used to generate the ticket. In a separate flow, I'm guiding the visitor through a series of questions to narrow down
Enrich customer support in your mobile app with the ASAP SDK
Hi everyone! We are happy to announce that we have enhanced our ASAP SDK for mobile applications with new UI and additional functionalities. Many of you have already had the opportunity to use our ASAP add-on for your web applications. If you're new to
Is Zoho Desk for me or I should use another tool?
Right now we have several channels throughout we receive request, questions, orders... etc. These channels are email (we use Zoho Team Inbox here), Instagram, Facebook, phone, cell phone and mainly WhatsApp. I am looking for a Tool which can put together
Introducing Geolocation for Zoho Desk
Hello all, Exciting news! We have recently launched our new extension, Geolocation for Zoho Desk, in our marketplace. With Geolocation, now you can upscale your agents' productivity and provide a better customer service experience. Here are some major
Zoho Desk 3CX installation
Hi all, i hope someone can help me: The following is happening when i try to install 3cx from the marketplace, i can fill in all the requested information but when i click on install i am getting an error which says: function does not exist on assumed
Closing Ticket Notification Disappears
Hi, I'm trying to improve our Customer Happiness option. However, as soon I have edited the field for the message template. I just noticed that when closing the ticket, the customer/client couldn't receive any notification when closing the ticket. I've
Force agents to select category
Hi, When our agents create a ticket, they have to assign a category where it is mandatory, however, a lot of our customers email in support tickets, at this point, Desk doesn't force our agents to select the category. Is there any way in which we can
Why can't I merge two contacts
I'm trying to merge two contacts, and the message said: 'Cannot merge child contacts who were added as Help Centre users'. What does this mean? How do I change the contacts so I can merge them.
BIlling time per 15 minutes
Hi all, We use Zoho Desk for logging tickets from customers. We normally bill our customers per 15 minute slots. So if a customer logs a ticket and we solve in in, let's say, 9 minutes, we bill 15 minutes. If we solve a ticket in 23 minutes, we bill 30
moves ticket to community module?
Hello, is it possible to move ticket&reply under the Question topic on Community module? After replying to tickets, I want to publish them visible to everyone. thank you.
JSON Formatter Broken
I am astounded by how badly the JSON Entry Dialog is broken - is nobody using or testing this? I am trying to build a Webhook block in a Guided Conversation. First, it's nuts how little integration there is from Desk to itself - why do I need to build
Help desk, knowledgebase not updating
I have these departments set to show in my knowledgebase, but nothing is changing when I edit Only these 2 are shown. They all have articles in, there is no reason they should not be shown. Why is this so complicated?
User group import
Hi, We would like to import users into user groups. Now, we have to manually search for users to add them to a user group. Are you maybe working on a way to import users in user groups? Or is it possible to link the users from the community to CRM? That we can edit multiple contacts in CRM to give them a label in the community? In our situation, it would be great if the SAML Single sign-on can be used to place users in the right user group. Kind regards, Helen
Internal vs external thread
Hello, I am curious if anyone has found a solution to this. In our organization we have both internal and external communication. Meaning we converse with the customers through Zoho desk as well as sales reps on our team who work with the customers. We
Zoho Desk not receiving email from outside domains
Hello, We have a few different support inboxes. We've recently noticed that one of them does not seem to be receiving emails sent from addresses outside of our domain. This issue does not appear to be happening with any of the other inboxes. I just tested
Better visibility into Zoho CRM Potentials within Zoho Desk
When we have a CRM contact put in a ticket, from within Zoho Desk, I can click on the contact and I can see the display name of the potential(s)/deal(s) linked to that contact in Zoho CRM. But I can't see additional details on the Deal, unless I click the new tab/window button to open up the deal in a new tab. I wish there was a way to specify maybe 10 fields from Zoho CRM Deals module that would display in Zoho Desk without having to jump into a new window to the whole deal. Like a quick card view
How do we view a customers IP address?
In zoho desk, how do we view the visitors IP address. This should be a standard feature as fraudulent disputes can be countered with a users IP address matching the IP of a purchase, All tickets should have an IP address attached to them. Where can I
Using custom function with Desk API v1 and OAuth Connection -> Invalid oauth token
Hi, since there's no comment module (as far as I can see) in Zoho Deluge Desk Integration I tried to 1. Creating OAuth Connection for the needed scope of Zoho.Desk.Tickets.ALL 2. Writing this code in custom function (TicketID comes with argument): comment
Restrict Automatic Creation of Contacts to Certain Departments (and CRM Integration)
Hi, We've set up integration between Zoho Desk and Zoho CRM, so that we have 2-way sync between Contacts created in both applications. That is, any Contact created in CRM is automatically pushed/created in Desk, and vice-versa. In Desk, we have 2 Departments,
Contacts not syncing properly from CRM to DESK
Hi Guys! I'm currently experiencing an issue with our Syncing between Zoho CRM and Desk, specifically regarding the Contacts from CRM into Desk following up I'll try to explain the issue as clear as possible in order to reflect my real issue. 1.- We have
Help Center Portal (Background Image)
Hi Zoho Desk Team, Regarding customization of the help center portal, could you share with me on what is the exact size for the background? Although it says in the Appearance tab with at least 1200 x 630 pixels. But when I upload the image it clearly
Copying help desk tickets to an external Email
I would like ticket notification to an external Email address when new help desk tickets are opened or when a reply is received to our answer. I'm pretty sure this was working for us but stopped. Thanks for the help
Attachment added notify
Hi Zoho team, Is it possible to email notify someone if an attachment is added in the ticket? Requirement is when an attachment is added in the ticket, ticket owner will be notified
Multiple ticket layouts in Zoho Desk
I am trying to create additional ticket layouts for a Department in Zoho Desk, but I do not have a button to create them. I have found multiple references to this being a Beta feature that must be activated. Can you please advise if this is still the
Email Deduplication for Zoho Desk
I'm currently evaluating Zoho Desk. Everything looks good, but we have some services that auto-email our support address once per hour if there's an issue. The subject line is identical between these emails, and I'd like to see them auto-merged when
Customer Response to ticket not pushing ticket back to top
Hi, We have noticed recently that when a customer responds to a ticket that this ticket does not get pushed to the top of the queue so often are agents are missing the responses or having to go back multiple pages to find the ticket. Is there any way
Is there a way to show Contact fields on the Ticket details view
Hi, I would like our agents to see Contact's custom fields right in the Ticket details view. Right now they need to click through to the Contact details to see. Is it possible?
Zoho Desk and Schedule Services Zoho Bookings
Hi, I am using Zoho Desk as a ticket system and Zoho Bookings to schedule different services. Zoho Desk is my nerve centre and i would like to use Desk to invite the ticketcreator to book a Services in Zoho Bookings. Example. I am having a Service called
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