Tickets not closing after a set time lapse despite existing a rule to do so
Hi, I'm experiencing issues with some of our tickets. Every ticket is applied with blueprints and a supervisor rule so that, after a certain amount of time since the ticket changed status to "solved" (Solved is a custom status mapped to Closed but with
Some Ticket Fields only filled out via API. How to Hide them if they are empty/null?
We have some fields on thickets that are only ever filled out via API if certain conditions are satisfied. They are empty/null 95% of the time and only get filled in about 5% of the time. Since they are empty most of the time, we want to hide these fields
Zoho Desk Customer Portal Not Secure
Hi, So I have set up our Customer Portal for our helpdesk and mapped the Domain etc. but the site itself is still saying not secure. We set this up on the 19th so its had plenty of time to generate an SSL so we are unsure why this is happening. The Customer
Intercom integration
I've read about the intercom integration, and it was good news at first. Problem is -> the Knowledge Base. We use intercom together with it's KB. Whilst working with Zoho, we started to generate knowledge articles on the Desk KB, so articles on Intercom
Update ticket field and then update contact ticket
I have one custom field "Enquiry Product" on Ticket module and Same "Enquiry Product" field on Contact module. I want to, after the Ticket module "Enquiry Product" Value set, then the contact module of "Enquiry Product" file has same value automatically. I don't want to manual to make it. Thank you.
Doubt about SLA and state SLA
Hello! I have 2 doubts: 1) Is it possible to get blueprint state SLA in Analytics Zoho? If so, in what way? 2) In the first response SLA option, is it possible for him to stop counting the time according to the ticket transition? If yes, how should it
Zoho desk not receving forwarded email
Hello, I'm posting here because I'm facing a very annoying issue. All the mail that a forwarded to my zoho desk address are not appearing as tickets. - I can create manually a ticket - I Can send manually a mail to my zoho desk address and the ticket
Focus Group Webinar - Instant Messaging channel integrations for Zoho Desk
Hey everyone! This month, Zoho Desk released its all-new integrations with instant messaging channels. Instant Messaging channels are integral means of communication with customers that help deliver personalised customer experiences with real-time responses.
Projects Plugin cannot Create Task - Permission Denied
I'm trying to use the Projects plugin to create a task from a ticket. Upon doing so I receive the error. "Permission denied. Please contact your administrator." The plugin is authorised and setup sucessfully following the guide. guide. https://help.zoho.com/portal/en/kb/projects/integration/zoho-apps/articles/desk-integration#To_integrate_Zoho_Projects_with_Desk
Early access for instant messaging channel integrations
We're excited to announce four instant messaging ticketing channels—WhatsApp, Telegram, LINE and WeChat—for Zoho Desk. Integrating with these applications lets you receive and respond to real-time requests from customers through these popular platforms.
Link a ticket to a (SLA) contract
Hello ! I'm currently trying Zoho Desk to see if it could fits my company's needs and I'm looking to reproduce a scenario from my current ticket software. Here is what I would like to do : In my company, we are mostly selling maintenance contracts. These contracts have 3 major information : what product(s) are covered by the contract, how much time will we working on problems and when does the contract will expire. Here is an example : The company X buy a contract of 8 hours of maintenance for their
Desk Transition Custom Action
Hello! I have been trying to add a custom action to a transition in which (after transition) the user would be brought to the Time Entry tab of the current ticket. I have tried using a function to open a url to the appropriate page, but could not get
Turning off daily ticket updates in Slack
Is there a way to turn off these updates? every morning at 9am and every evening at 6pm we receive an update from our zoho slack integration. Ideally we would only like this to happen when a new ticket has been created, but we will settle for it just
Customizing Login Form ZohoDesk
Hi, Is it possible to edit the look of the login form in ZohoDesk? It is currently being loaded in as an iframe but I want to change some colors and I can't do it now. I also haven't found a way to do it in the settings
Emails not delivering to Microsoft/Outlook/Hotmail/Windows Mails
Hey there, We have issues with zoho delivering emails to anything related to microsoft. I see there are lots of similar questions in the Zoho Cares but you never directly reply. This includes the Zoho Desk that we use. Here is an example of a failed responce.
Work Modes Priority Mode
Hi, if I switch the view to the priority mode, the tickets are sorted in a way, newest tickets first in the columns. Is there a way to get the priority mode with oldest tickets first sorted? Regards, Leszek.
I'd love to edit KB/Suggested Articles from within a call!
Hi Zohodesk, Just a thought..... when I am in a call and choose a suggested article and want to paste its content into the call, if I see something I want to edit in that artilce it's a bit of a pain to locate this in the KB edit it, then search and add
Merging Fields in Zoho Desk Reports
Hi, I'm wondering if there is a way to combine fields in a Zoho Desk report. An example being we have a 'Classifications' field on our ticket with 10 drop down options. Is there a way to combine say 3 of these dropdowns together into one field in the
ZoHo Desk Dashboard on large screen
Is it possible to have a customised dashboard of Zoho Desk on a big screen? It is just for displaying tickets on the screen (refresh every 30 seconds or so). Without spending a full license.
my company I'd not working zoho
no any tickets are assigne on my id. and not showing my name at company portal .what's solution.
Go multilingual with Zoho Desk!
In the constantly evolving landscape of customer service, helping customers in their preferred language has become a necessity. Every customer has two critical expectations from a business: 1. Self-service experience: They expect to find answers instantly,
Zoho Desk Solutions tabbed content
I wonder if it would be possible to add functionality in the Zoho Desk solution to create tabbed content. The most common use case would be to document different instructions for a new UI vs an old UI. I realize those can be added in headers at this
Announcing early-access to Guided Conversations on Zoho Desk
Revolutionise your Customer Service with Zoho Desk's Guided Conversations Guided Conversations (GC) are part of a proactive, low code, self-service platform to engage customers with appropriate and intuitive responses in a systematic manner. Using Guided
Adding a "company name field" to the advanced web forms.
We are trying to implement you web form into our website, but we need the companies name to insure they are still on support for our product. In the web form tool you have provided we have renamed one of the fields "company" but we cant seem to find
Vertical Align in Zoho Desk Solutions
I wonder if I'm missing some useful UI element: Is an easy way to do an image vertical-align within a KB article? Currently, my workaround is to go into the HTML code, find the image style and add vertical-align:middle; This gets quite tedious when
Add a "Limit" option when creating rules
It would be nice to have a rule "limit" when building and testing rules, which can be removed after a rule is verified to be working properly. Use case: When building a rule that may be complex and could potentially not work as expected or inadvertently
Social Integration Not working
Hello, I would like to integrate our Facebook and Instagram but integration is not working it's freezing can't do anything.
a task shared with another department is not visible
share Activity with another department, in which he is not a member of the team, I lose the ability to display
Support more broad standard filters on reporting
When creating reports, you are forced to use a time-based standard filter, however it does not include all time and now it appears you're forced to 1 year. This is even the case when creating reports that are not dependent upon time, such as all contacts
Present a way to permanently place the extension buttons to the top band
I've just discovered a bunch of new extensions released by Zoho and installed them all together. There is already enough button space on the top band but these extensions are being hidden by default by the system. The selected extension is being replaced with the last module on the top band when you use one of them. Please introduce a setting to permanently place the extensions into the "top band" which have the "top band" extension location feature. Also include them in the "Organize Modules" setting
Can't save ticket layout in desk
Hello I have a problem when adding a property in a field in my existing ticket layout. After i have added the property i press save and it gives me the error message: " A layout with the specified name already exists. Please enter a different name." Which
Poplulating Mobile field in ticket form
Hi, Would it be possible to have the Mobile field populating in the new ticket form?
What are 'Attachments' for in a Zoho Desk ticket?
* When a new ticket with attachments is created, the attachments stay in the email thread. * If we add documents to the 'Attachment' section of the ticket, They do not show available when trying to attach to an email. 1. What would I use 'Attachment'
KB: Image description in articles are de-associated from image
When we add images into article of the knowledge base, we add description to them, which are displayed as a legend below the image. Image with legend after its creation: But when we edit again the article, the description is no longer associated to the
Light agent cannot see all tickets from department
Hello, I created a light agent for a department but he cannot see all the tickets inside that department, am I missing something? Please see the images below, showing what I as admin view when I select the department (90 tickets) and what he sees when
Is there a way to populate the Subject Line of a ticket with fields?
I want to keep the Ticket ID where it is but, I would like to have the Subject line automatically populate info like: "#1234 Classification - Category - Sub Category - Any Custom Field (or) account/Potential Name" Right now the subject line comes in
Ability to send a note/ tag agents in a comment from different department when sending a ticket
Hi there, Our agents move tickets between departments regularly and we're wondering if there is a way of sending a 'note' or message to the other department when moving the ticket. Is it possible to tag an agent from another department in a comment also
I don't have the option to enable the "Auto-invite Permission" in my Help Center settings.
I want my customers with their first tickets to be auto-invited via email to register for access to the Help Center. This Zoho article describes how to do so: But for me the option is missing (see attached). What do I do?
Zoho Desk ticket backlog calculation
hey, we're trying to understand how the average ticket backlog calculation is created in the analytics part of zoho desk. can anyone shed any light - we've tried based on overduie/out of SLA/untouched, etc without a good answer to see how to actively
Telegram Integration
We have been using an integration with Twillio so all of our client text messages come into Desk and have been very happy. We were looking at using the new whatsapp integration but, with the new privacy issues we will no longer be using whatsapp and
Next Page