How to Convert Zoho Desk Ticket into Zoho Project with the Historical Data
Dear Team, i would like to inform you that my subscription plan of zoho desk will be expired by today and we will plan to purchase zoho Projects. i need to ask that can i transfer my zoho desk ticket to zoho project with their historical comments so that
Problem with the Incoming Email
Hi Zoho Team, We would like to check if there's an outage on the server as we did several test but no avail. Zoho Desk Tickets cannot receive any incoming emails. We've checked on our MS Exchange server mailbox and got no problems on our domain. Please
Workflow rule not working
Hi all, I am trying to create a workflow for time entry, but I don't have the options. This is what I have done. Workflow->Create Rule->Module->Time Entry Execute->Create Criteria ->Description->Contains->Reply Action-> I only have "Custom Function" I
Error using new beta Import functionality with custom module
I'm getting an error using the new beta Import functionality in Desk to get some data into a Custom Module. My custom module is called "Senders" and is linked to "Accounts" with a Lookup field. In the csv file for the import there is a column where I
ワークフローでの自動返信メールについて
Zoho Deskについて、この場を借りて質問させていただけたらと存じます。 【やりたいこと】 wordpressのフォームから送信された問い合わせ内容をDeskにて管理。 フォームからお問い合わせが送信されデータが作成された時点で、受理した内容のメールを自動で返信したく設定しております。 【状況】 テスト送信を行い、 ・フォームから送信された内容が正常にデータとして新規作成される ・フォームのメールアドレス欄に入力したアドレスがDeskお返信時のTOに挿入されている ・Deskからの返信が正常に届く
Don't Allow Customer to Edit Values After Submitting Ticket
After a customer submits a ticket through the customer portal, they can go into the ticket and see some of the values from the questions they answered in the sidebar. Currently, a customer can edit these values even after they submitted them. This makes no sense. We ask very specific questions that we don't want customers to later change! Please disable the ability for customers to edit the values to their submission questions in the portal. Screenshot attached.
Request for Custom Script Support in Help Center
We would like to request the addition of custom script support in the Help Center, similar to the functionality provided by Zendesk. This feature would allow administrators to customize their Help Center with scripts for enhanced functionality, such as
Agent password reset
Hi Zoho support, I would like to ask if there is a way the admin can reset a password of an agent? Regards
Can't submit ticket when connected
Hi team I hope you're doing well I have a problem that I haven't been able to find the answer to among the many topics. The context is as follows: We have a help desk for each of our departments, support for our company and support for another company.
Looking to Auto-Merge Duplicate Tickets
Hi guys, I need the option to auto-merge duplicte tickets and i dont see this option available in automation , Can this be done? And if so how, Cheers
Issue with zDesk Notifications
Hi Zoho Team, Please check on this issue our team currently experiencing. Logging in and out was done but issue persis.
How to know account verification mobile number
How to know account verification mobile number
Need help: Different email notifications for manually created tickets vs email-generated tickets
We're trying to set up different email notifications based on how tickets are created in Zoho Desk: When a customer emails us, they should receive the standard "Acknowledge Contact when a new Ticket is received" notification When our staff manually creates
WHMCS Supporting Ticketing System connecting Zoho desk
Currently we are using WHMCS Supporting ticketing system. but now i need connect with ticketing system with zoho desk. how do i connect with this.,
Domain Mapping Zoho Desk
Hi, I'm trying to follow this article: https://help.zoho.com/portal/en/kb/desk/organization-settings/articles/support-domain-mapping I created a subdomain on cPanel: customerservice.mydomain.com What DNS registration do I need to do exactly? The type
Moving a Support address to a different Department
Hi, I have the following challenge. We are moving our technical support to its own department. That means that one of our teams, currently part of a service department, shall be moved to the Technical Support department. How can we move the team/support
Product Management per Customer
Zoho Desk has the ability to register products, and customer can associate the Product with a ticket. What would be very very helpful for our type of operation, and I assume many others, is to be able to associate specific products with specific customers
Autorefresh or on-page update notification
Is there a way to have a ticket autorefresh when there is an update? Or pop up a notification on the ticket that it needs to be refreshed? Often we will have a ticket open while it's waiting people/things to come together, and this would be a helpful
How to Copy Email Template Styling/Border Format Between Templates in Zoho
I have existing email templates with a specific style - they have a grey border/container around the email content that provides consistent spacing and formatting. However, when creating new templates, I can't replicate this styling. My current Situation
How to Disable Notifications for Automation Runs in Zoho Desk
I've set up an automation in Zoho Desk that appends a customer's email to a URL and updates a custom field every time a new ticket is created. The function works well, but it triggers a notification every time it runs, which is creating too many notifications
Automatic replies clogging up our Ticketing System
Hi All, I was hoping someone might have some ideas or solutions about how to manage email autoreplies. When our marketing team send out mass emails through campaigns this can sometimes send a wave of auto replies into desk even when they use a donotreply
Anyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!
[Security] Sender can reveal Agents IP without user interaction
Hi, I'm a little bit frustrated here. I reported a security issue (in my eyes) to the bug-bounty program of Zoho. But it's being refused and the judgement is: "No security issue" . So that's why i'm publicing it here, curious what other people think about
Can I change the format of the buttons in the email templates?
Hi all! We have been working hard trying to brand our email templates, and have some way to go yet. One of the things we can't seem to edit is the green ${Cases.CUSTOMER_PORTAL_BUTTON} button and the font of the View Ticket text. Is there any way of doing
How to allow multiple agent to edit Knowledge Base articles in Zoho Desk?
Hi everyone, I’m currently setting up our Knowledge Base in Zoho Desk, and I’d like all members of my team to have the ability to edit articles created by me, as well as other articles within the Knowledge Base. I've tried adjusting roles and permissions
Metrics
Hi All, Need your expertise to guide me how to create new metrics (Creating Formula) in the report (analytic)?
Zia now integrated with Open AI in Zoho Desk
The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.
Names displayed in lowercase
When a ticket is submitted via email, Zoho Desk picks up sender's name, but displays it in lowercase on the ticket. Is there a way to prevent it and displayed it properly? Example: Email is sent to our support email address with: From: John Smith < johnsmith@example.com>
Stay informed with API Usage Alerts
Hello everyone, We have introduced API Usage Alerts, a new feature designed to manage API usage more effectively. This feature ensures users receive notifications when their API usage reaches a set threshold. This enables admins to promptly address the
In focus: New privacy and security settings in Radar
Hello everyone, Welcome to the third edition of Radar In focus series. In this instalment, we're discussing Radar's new privacy and security settings. The advent of mobile help desk apps has changed customer support in numerous ways. Along with providing
Scan and upload documents to tickets, comments, and activities
Hello Everyone! To give effective support to the end-users, agents often have to attach information or documents such as an invoice or purchase order. The Zoho Desk app allows the users to include such important details in the form of photos, files, voice
How can I create a view on tickets followed?
In Desk, there does not seem to be an option to create a view to filter out tickets which the agent is a follower on. Can this be achieved?
Zoho Desk Ticket Properties
Hi Zoho Team, Checking on this if we have another outage on specific ticket module under properties. **Some of our departments aren't affected.
Agents unable to view ticket content
For the past hour and a half users who submit tickets and agents are unable to view the ticket content. When a ticket is submitted the user gets a forever loading screen, and the agents only see a "Something went wrong" error
How do I edit the auto response we send to clients when they send an email and a ticket is opened?
Hi, we have set an auto-response email that every client gets when he\she sends an email and a ticket is opened. I'd like to edit the wordings of the response, but cant find it in settings->Automation.
Organizing Knowledge Base Content with Accordions and Tabs
Hello everyone, Breaking down extensive content into bite-sized information improves comprehension and readability. Proper organization and structurization of content is vital in helping readers understand. We have tried to implement these factors in
Automation to upgrade priority of ticket in desk after 60 days/Custom Functions in Zoho Desk
I am trying to have a ticket automatically update its priority to high once it has been open for X days. I figured I could do this with a custom function, but I can't find much documentation to help me grab the correct fields in my ticket. I have used
Assign a Lite Agent or Regular Agent to Account
We need to be able to assign an Agent (preferably a Lite Agent since all we will give is read \ view access). We generate Monthly bill reports for Accounts that are emailed via Advance Analytics. When the accountants see a charge and want the details,
Customer Service Level report
Hi, Is there a plan to have Customer Service Level report available to the Customer to download? i.e. a customer facing report that provides key data on tickets. per status per product domain, per user, % resolution etc... Thanks, Hasna
Improved User Identification and Ticket Association in Guided Conversation Flow (Chatbot)
We’d love to see some enhancements in Zoho Desk’s “GC Flow” to streamline ticket management and improve user support experiences. Here’s the idea: Currently, when users enter information like name, email, or company during a chatbot session, this data
Next Page