Conversation to Resolution
Good day, I'd like to know how others are doing it. When we close a ticket, we reply to the ticket via email with photos of the issue and disclaimers. Then, we enter (copy and paste) the exact text in the resolution for reporting. I asked Zogo for a possible
Zoho Desk - Feature Request - Add more social channels on Community user profile
Hi Team, While updating my profile here I noticed that it is only possible to add Facebook and Twitter social links. 1. Please consider adding at least LinkedIn and if possible, other popular channels. 2. Please consider renaming Twitter field name to
Native SMS Integration in Zoho Desk
I’d like to request the addition of native SMS integration within Zoho Desk. While email and chat are still widely used, SMS has become a critical channel for fast, effective customer support, especially for urgent or time-sensitive issues. At the moment,
Timentry and Support Plan Relationship
Timentry and Support Plan Relationship A customer can buy multiple products and request different SLAs and support plans for each product. We can enter different support plans and define the credit. The scenario I want to happen; - To reduce the credits
Issue with ticket replies via Slack: '+' symbols replacing spaces in emails
Hello, support team! We're experiencing an issue when replying to tickets directly through Slack. When the reply is sent to the email, spaces are being replaced by '+' symbols. This makes the message harder to read and understand. Is there any solution
Ticket template - Send email to multiple contacts
Is it possible to set up a ticket template with multiple contacts selected to receive an email, rather than just one contact as the default? We use Zoho Desk to send an email report to a group of contacts every day, and have to manually add each email
Zoho desk domain mapping not working
Hi, I have followed this knowledge base support from your zoho site: https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain-domain-host-mapping . First created a sub-domain(support.website.com), then went to zone editor to point "support.website.com" to cname desk.cs.zohohost.com . But it won't work out. What did I lack? Please I need it very much. Please see images below of the result: Please see below images of what I did: 1.) 2.) 3.) Hope to hear from you soon.
Get custom field value using deluge
Hi everyone, I'm trying to get the value in a field using deluge in Desk, but i have i couldn't find an answer anywhere, this is my code : response = zoho.desk.getRecordById(OrgID,"tickets",TicketID); info response.get("cf_supplier");
Is it possible to set up draft content in Blueprint comment?
In a Blueprint, during a Transition, we can make a Comment mandatory. Can we set the default value for the comment that will act as a draft/template for that comment? During some transitions, we need to leave a very specific comment, but want to offer
Removing Submit a Ticket from Knowledge Base
I am looking to use the knowledge base as a read-only feature. I want to remove the option to submit a ticket. How can I temporarily hide the submit a ticket feature?
Opening & Closing Balance - Zoho Desk
I would like to track the opening and closing balance of total tickets for each day in Zoho Desk. I need a way to represent this data in Zoho Analytics or another application for easy tracking.
B2B2B SaaS: How to visually identify affiliate-referred clients in Zoho Desk ticket listings?
We're using Zoho Desk standalone (without CRM) for our B2B2B SaaS company, where we support both direct clients and their end customers. Challenge: We need agents to visually identify tickets from clients who were referred by specific affiliates directly
Blocking Specific Emails in Zoho Desk
Hello! I would like to know if it’s possible to block a specific email in Zoho Desk so that tickets are not created from it. Could you guys help me with this question?
How to include original email as a quote in a Email Direct Reply in a Workflow (Helpdesk)
Hi. I have an automatic email with a couple placeholders, sent to the recipient stating what their ticket number is in a Workflow in Zoho Desk. What I would like to do is quote the original email they sent which triggers the workflow at the bottom of
How can I view Help Center articles in 'Sandbox' mode?
I have published some help center articles but when I try to preview the knowledge base page, it says 'We have no content to display'.
Deprecation of Marketplace functions
We would like to inform you that Marketplace functions will be deprecated by the end of December 2024. Currently, the Marketplace supports the development of functions that can be used in extensions within HTML and resource JSON files. However, due to
Email address ZOHO suggestions in replying - how to delete unwanted suggestions?
Hi, I have some "unwanted" email addresses suggestions by ZOHO, and made some mistakes by replying for some tickets already. How can I clear this in ZOHO directly, I deleted all web browser history and cookies . Did not help :/ Below example, where one
Only use 'Teams' in a department / Remove 'Agents' option
I've sent an email too but thought I'd also post here. In our business, we do not want users to to select agents for tickets. In our previous ticketing system, for each ticket, we can only select a 'Group' and an agent within a group. Which was perfect
Fetching first response time
I recently used python and Zoho desk api to fetch all tickets, but checking the columns I can’t find first response time which I want to use , I could only calculate resolution time from created time and closed time. How do I go about getting first response
Sub Department module
please create sub department section under Department module. so much work will be reduce when this feature is available.
Display name in Zoho Desk Ticketing system
We are in the trial phase to implement a Ticketing system. As our company uses several generic emails, such as service@abc.com and service@xyz.com across different branches, the uniqueness of usernames (full names) becomes crucial for our business. Without
invokeURL to change custom field
I have a deluge script that currently runs as a Schedule. It works exactly as intended, however I've recently been informed by Zoho that there's some mechanism in place to block changes made by a script when it runs on a schedule from being detected by
New Agent Creation - Not Receiving Activation Email
I created multiple new agents within Zoho Desk with no issue. Everyone one of them received the activation email except one. The email is correct and confirmed multiple times. It is not located in the Spam folder. I withdrew the activation and recreated
Reports - Billable Hours
Hello, I have been playing around with some of the reports features but haven't yet been able to generate a report outlining Tickets which have been closed, that have billable time entries - defined against customer accounts - I can run a report showing
Forwarding email into Desk - DMARC errors
Hi, Our email domain is hosted through Exchange Online (Office 365). Customers email support@ourdomain.xyz which is delivered to Exchange. Exchange rewrites the TO email header to the email address associated with our Zoho Desk (support@ourdomain.zoho.xyz).
ASAP Chrome Extension not loading
We have ASAP enabled in Zoho Desk. I installed the ASAP Chrome Extension (Windows 10), but when I click the extension button while on our site, it never fully loads. I just get what's shown below.
Why is the Zoho portal not mobile friendly?
I just got started with the portal and im sort of shocked how it looks. I already filled a hint/complaint about this. On the website you see a wonderful site with a modern design. Yet in real life its a mid 2000 look and feel. One major issue i see thats
Cannot read properties of null (reading 'className')
Hello, I'm attempting to integrate the Zoho desk chat widget. It loads visually on most pages, but at some point, it throws this error and it never appears: Cannot read properties of null (reading 'className') Here is the full trace: floatbutton1_hXdnKUp…f6FPihRNT_T47_.js:1
Calendar View for Zoho Tickets
Is there a way to view your tickets with due dates on a calendar view? I can not find a way to merge my Zoho Calendar and Tickets. This would be extremely helpful to my team.
Mass Update Doesn't Trigger Workflow
Hello there, I made a workflow in Zoho Desk, and its related to Ticket module, when I update the field workflow triggers, but the problem is when I update the field in Tickets module List View (Mass Update) the workflow isn't triggering. If I can't trigger
ZohoDesk API to get conversations count of ticket
Hi Team, I need information about ZohoDesk API that provides conversations count of ticket. Currently in ticket metrics api (https://desk.zoho.com/DeskAPIDocument#Tickets#Tickets_Getticketmetrics), it is providing only thread count, I need all conversations
Meta Restricts WhatsApp Marketing to U.S. numbers; Zoho Desk Limits Bulk & Mass Actions for Marketing Templates
Meta has always limited WhatsApp marketing messages based on user engagement with previously sent templates. Businesses may have repeatedly seen the error message “USER_MARKETING_TEMPLATE_LIMIT” when messages failed to deliver. Learn more about the restriction
Download email snippets
Is there a way we can mass download agent-created email snippets?
Deluge Script to Reopen Ticket if Tasks are not Completed
I have the following script, my goal is to have it automatically reopen the ticket when the ticket is closed if there are Activities assigned to the ticket that are not "Completed". This script seems to reopen the ticket if there are any tasks at all,
Zoho Desk - Archiving Contacts
Hi, We have a lot of customers in Zoho Desk with associated contacts. When a contact leaves we want to be able to still have their tickets in our history as this is important. But we don't want to have all these contacts that no longer work for the company.
Export all Zoho desk tickets for past 3 months
Hi I need to export ticket data from Zoho Desk. Specifically, I'm looking to: Export the last 3 months of tickets include ticket categories, timestamps, resolutions, agent responses (basically as much data as possible) the ticket content being the most
IP Addresses for Whitelist
Hi, Where can I get a list of the IP addresses I need to whitelist for accessing Zoho Desk? TIA
Enable Image and Hyperlink Sync in Zoho Desk - Jira Integration
Hi, We are using the Zoho Desk - Jira integration, which allows comments to sync automatically between a Zoho Desk ticket and its linked Jira issue. However, we have noticed a limitation: When adding a hyperlink or image in a Zoho Desk comment, it is
Update ticket via import.
Hi Zwitch team imported my tickets from freshdesk. Nice job but there is 2 pb 1st: we made mistake in agent email then ticket of this agent are unassined after zwitch import 2nd : zwitch does not take time entries. Then I got an idea. I exported from
Whatsapp groups support
Hi Can we use whatsapp groups with zoho desk I have managed to link whatsapp channel , howeer when i connect my whatsapp number in a group, it does not trigger a ticket in zoho desk. thank you
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