Convert Request to Forum Topic
I know you can convert a forum topic to a request and a request to a solution in the knowledge base, but how do you convert a request to a forum topic? Is this possible? If not is this a feature coming down the pipe in the near future? Thanks!
Integrating Zoho Desk Instances from two separate organizations
Is it possible to integrate Zoho Desk with an instance from another organization? For example, creating a ticket in one organization can cause the creation of a ticket in the second organization? Or certain tickets from one organization be viewable by
Send Whatsapp with API including custom placeholders
Is is possible to initiate a session on whatsapp IM channel with a template that includes params (placeholders) that are passed on the API call? This is very usefull to send a Utility message for a transactional notification including an order number
Knowledge base bug - Error: Article couldn't be updated.
It took me a while to figure this out, truly one of the most irritating bugs in Zoho. I hope you find this information helpful. When using the knowledge base to create articles, make sure your keywords are in lowercase and separated by commas. Otherwise,
Not able to change colors help center
Hi. How can I change the orange color in the help center? You can change everything besides this font color And how can I remove the part on the bottom?
Ticket Views: filter criteria -> dynamic date values in relation to the current date
Hello all, It would be very helpful if you could build custom views in such a way that you do not have to adjust the criteria daily or at whatever interval in order to change the fixed date value as needed. For example, I would like to create a view that,
Maintain consistency in ticket responses with shared snippets
Hello everyone! We are excited to announce that our highly anticipated snippet sharing feature is now available to all users. As you know, snippets are pre-defined message templates, or canned messages, that help agents respond to tickets with efficiency.
Tickets - Zoho Desk
Hi Team, My Clients need to see their tickets created and the status of the ticket in the Zoho Support Desk itself. How can I do this? My Client doesn't have a Zoho Account. They need to access the ticket by the provided link without signing in.
Deleting or disabeling predefined ticket list views
Is it possible to delete or disable predefined views or is this still not possible? For instance, we are not using the chat function and therefore have no use for the "Missed Chats" view. Thanks!
Unable to load your extension. Please check your plugin-manifest or Resources.json.
Hi Team, I am using the config module with multiple fields of different types, such as checkboxes and picklists. However, I am encountering the following issues: Error Message: When loading the extension, I get the error: "Unable to load your extension.
Remove or hide default views
I'm looking to only have the views pertinent to my organization. Is there a way to show only my custom views (or separate them to a different area or something)? If not, this should be a feature as switching from Zendesk we had this option...
Finding draft ticket replies
Is there a way to see all tickets which have draft replies?
Guidance on Making Zoho Desk Connections Available for All Data Centers
Hi Team, I’m currently developing an application using Zoho Desk connections to manage OAuth for my third-party products. Could you please advise on the steps required to make it available across all data centers? Looking forward to your thoughts on
Automation#25: Move Tickets to Unassigned When the Owner Is Offline
Hello Everyone, Welcome to this week's Community Series! 'Tis the holiday season—a time when work often takes a brief pause. The holiday spirit is in full swing at Zylker Techfix too, with employees taking some well-deserved time off. During this period,
Elevating Email Security on Zoho Desk: DKIM Now Mandatory
Hello Zoho Desk Users! It has been a wonderful journey with you on Zoho Desk. As we prepare to welcome 2025, we are strengthening our efforts to ensure a secure and seamless experience for you. To enhance email security, DKIM configuration will be mandatory
Sample Ticket - Created from Bot Preview
Why is Zoho desk adding bot created tickets?
Number of Workflow runs
Is there a way in Zoho desk to see statistics regarding workflows, rules and other automation objects? Would be nice for several reasons: You could ensure that your workflows are actually running. You could determine which ones weren't being used so you
Spell Check default language
Hello All, Is it possible to set the Spell Check default language? I can't find it in the settings. Thanks a lot! Levente
Shared Snippets Everyone
Hi, Now that the Shared Snippets have been released and I think will be the most used feature implemented in 2023 :) Creating and Using Snippets in Ticket Responses - Online Help | Zoho Desk Maintain consistency in ticket responses with shared snippets
Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child
Automation#22 Track Ticket Duration at Specific Status
Hello Everyone! Welcome back to the Community Learning Series! Today, we explore how Zylker Techfix, a gadget servicing firm, boosted productivity by tracking the time spent at a particular ticket status in Zoho Desk. Zylker Techfix customized Zoho Desk’s
Self-Support Portal invites
I'm a one man operation and I'm using the free version of the Zoho Desk for now, but I am in need of help. When I do test tickets, I get a reply from the system inviting me to join the Self Service portal. I don't plan on using that, so I wonder if there
Understanding response time
We have the following set up for our SLA. When a contact first writes in, the response due and resolution due dates are set. When one of our agents responses, the response due goes away. When a ticket gets a response from the contact, it appears to reset
Publish multiple languages at once in Knowledge Base
Does anyone know if it is possible to publish multiple translated articles at the same time? My knowledge base has about 35 languages, and while I have them set up to automatically translate, I still have to go in and select each language and manually
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
Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually
Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able
Response from a customer via web channel
Is it possible to ensure that a customer using the web channel can respond to an agent's question without creating a new thread but instead linking their response to the existing thread?
Using WhatsApp with your existing number
Hi. We want to use the WhatsApp functionality in Zoho Desk. We already have a WhatsApp business account. Is it possible to use your existing number instead of creating a new number?
Customer Feature Requests
Like Zoho, we're a software company that markets an SaaS product. We frequently get feature requests that come from the support system. My technicians have a responsibility to listen to our customer requests and add them. Right now the only way to do
Image field in custom module
Hi guy, Is there any hope of adding a custom image field in the custom module? We created a custom module to keep track of assets, and it would be helpful if we could attach an image to the record. Thanks Rudy
Team can't view their created ticket through Followed Tickets
Hello Everyone, in our organization we are new to zoho desk we have multiple teams, and each team handles specific topics and tickets when one of them tries to create a ticket for another team and use followed tickets to view this ticket we get a message
Use color coding for picklist field values to enhance visual representation
It's easier and more efficient to manage a large volume of data in a ticket or other custom module records, such as ticket priorities and issue types, when you apply clear visual distinctions through color coding. Color-coded picklist fields allow users
Creating a support request / ticket via email to xxx@zohosupport.com
Is there the ability to create a ticket from an email sent to my support email address (e.g. xxx@zohosupport.com)? For example, I am running a small computer support/service business and I would like to be able to direct potential customers to send an
Parent - Child Ticket Twins
I think i maybe losing my mind. Are these two completely separate parent-child ticketing functions? I think I remember adding a plugin years ago and I think I also remember seeing something about parent-child ticketing in a release notes being added.
auto reply shopify order details in zoho desk based on order number in subject using deluge script custom function
auto reply shopify order details in zoho desk based on order number in subject using deluge script custom function
Is there an ability to keep the status field unlocked while having an active blueprint?
Hi. Is there an ability to keep the status field unlocked while having an active blueprint? Here is the case. We have a transition let's say "Ask to the customer" When we do this transition the Status is switch to "waiting for customer" But if for exemple
Rename Category and Sub Category fields
Is it possible to rename the field labels for Category and Sub Category - if so can this be done at layout or department level ?
Bcc option in "new ticket --> send as email" disappeared
Is it just me or did the bcc option disappear in the "send as email" option of new tickets in desk? This is very inconvenient.
IP Addresses for Whitelist
Hi, Where can I get a list of the IP addresses I need to whitelist for accessing Zoho Desk? TIA
Ability to rename community tabs as own preference
Current zoho desk community tabs unable to rename however i see it has as suitable standard for most communities But it will be more better and beneficial if possible to modify(rename) then we can use the community for various purposes and able to change them as very convenient for, various product & services various fields organizations push(add) many topics types into one community instead host several community forums or portals. Setup > Channels > Community > Preference > Topic Type This's an
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