Escalation Notifications via Slack Integration
Hi, Per my understanding of the settings in the Slack Integration, I am able to set it up to notify when an escalation trigger has been started, is that correct? I have done some testing and I can only seem to get it to send the escalation notification
Custom View in All Departments
Hell, I am unable to add a custom view when I am in All Departments. I am also unable to use Table View in All Departments. Is this something I should be able to do with my version? It seems silly to not have this available. Thanks!
Urgent Issue!!!!!!!! : "You are not authorized to access this resource."
Hi support team. Thanks for your api service. When I call the "Call Search API" of the zoho desk API In order to call this api, I added these "Desk.activities.calls.READ , Desk.activities.READ , Desk.calls.READ" into the scpe. Other apis works well. How
Zoho license.
I have an issue with my Zoho license. I have the Standard plan, which states I can create up to 10 departments, but I'm only able to create one; it doesn’t allow me to create more. What can I do to resolve this?
Zoho Desk Help Center User Personalization
Hello, I would like to customize my Zoho Desk Help Center portal so that users can see personalized information about their customer profile using widgets or extensions. For instance, I want to display the user's service plan status, products they've
Can the Time Added Successfully notification be moved or disabled when saving Ticket Information in Zoho Desk?
Currently, the notification obscures other buttons such as the Comment and More Actions buttons. This notification eventually goes away but causes slowness in ticket creation due to this notification.
Need clarification on Execute on Customer Reply in Workflows
We have implemented a workflow rule that will split responses to tickets closed older than 7 days to a new ticket but we are finding that in some situations this doesn't appear to be working properly. A customer will respond, it will go into the original
Stop email to customer after auto close
We have a time based action setup, where if the customer has not responded to our email within 14 days, then it auto closes - see below: Ticket was updated through a Time-based Action Rule NameInactive for 14 days tickets Assignment NameMove to closed
Export Emails
I want to export all the emails from customers so I can study their messages and study our company’s past responses to them. How do I export the actual messages?
Treat Submit a Ticket Form's Description Field Like a Dynamic Search for Related Articles?
Does anyone know if this is possible? If someone skips the KB and goes straight to the Submit a Ticket form, we would like to include a widget on the side that displays a list of related articles based on the words being typed into the Description field.
Can I close a call "Silently" so it doesn't send a close email?
Hi ZohoDesk, Is there any way of closing a call silently so it doesn't send an email. Scenarios where this may be required. An Account Manager logs a call for a client which is a discussion internally. They want something to be actioned for the client.
Tickets - Required Fields
Hello! I am fairly new to Zoho Desk. We have a 7 required fields in our tickets and need them to be completed before a ticket can be closed. The fields are a series of dropdowns and text fields where it cannot be blank. I saw somewhere that a blueprint
Suggestion: Download all attachments on a ticket
We often get tickets with multiple attachments and it would be nice to be able to download them all at once instead of individually. For example, today we got a ticket with 32 picture attachments (task request to post a real estate listiing). Thanks, Scott
custom module import.
Is there a way to import data into a custom module? Thanks Rudy
Maximum number of active workflows
Hi team, Is there any plan to increase the maximum number of active workflows in a module ? We have reached the maximum number quite quickly and have already condensed similar workflows into one rule but we would really benefit from being able to create
Reportes versión Free
Alguien sabe como configurar los reportes de Zoho en la versión Free? o solo funciona en las versiones pagas?
Billing issue
Morning, I know I am posting in the wrong support group for my issue, but the Analytic team does not seem to be answering my tickets. I have replied to ticket no. 104757202 and opened a new ticket, 106850637, and got no reply. I also sent an email to
Passing Session Variables from GC Widget Script
Hi team, I need your help for passing session variables from the script so the actual scenario i need to define some user-related fields like username, email and contact etc.. and pass this data dynamically from my website that display the GC widget,
Export Ticket information
Hello, Is there a way to download all the ticket data, including the subject, content, contact name, etc., into an Excel file? If so, could you guide me through the steps?
Admin Control Over Agent Preferences in Zoho Desk
Hi Zoho Team, I’d like to request a feature that provides administrators with control over agent preferences in Zoho Desk. As it stands, agents can freely adjust settings under Settings -> Personalization -> Preferences (such as Auto Suggestions, Time
Save Notification Filter Preferences in Zoho Desk
Hi Zoho Team, We appreciate the new feature that allows agents to filter notifications by Unread Notifications, @Mentions, and Flagged Notifications. This is a great enhancement that makes it easier to manage notifications effectively. However, we’d like
Colocar o chatbot para cada conta
Temos uma lista em cada conta, é possivel colocar 1 chatbot especifico para cada conta ?
Is Zoho Down 10/15/2024
Nobody in my company can can access a complete ticket in Zoho. Sometimes the tickets page won't even load, sometimes the ticket will load but not the conversations.
Final reminder on discontinuing the support for Remote Authentication mechanism
We have already announced about the deprecation of Remote Authentication mechanism five months back here. This announcement is a follow up to let the customers, who are yet to migrate from Remote Authentication mechanism, know that we will stop supporting
Pinning Comments
2-3 years ago I requested a feature to let us pin comments to the top of a ticket. I see this feature was finally done but you missed one of the most important features of this. To be able to have a Comment added and pinned automatically based on the
How to create a lookup field in Desk, where the lookup value are located in a Sharepoint list
Hi, I am trying to use Desk as my incident management tool for our security department. Part of the incident management is to do some of the risk analysis (threat, vulnerability, impact and associate existing risks where available). Currently my Risk
Microsoft 365 Shared Maibox as Support Email Address
Hi, I would like to set up a shared maibox we created on Microsoft 365 (example: support@company.com) as the "Support Email Address" in Zoho Desk. An important note is that shared mailboxes in Microsoft 365 do not have passwords associated with them,
Info button on the right-hand side under Tickets > Views leads to an error
Hello there, if I click on the i-icon a window opens on the right-hand side, but no content is displayed there, only an error message (see screenshots): Of course, clicking on the "TRY AGAIN" button does nothing. Regards, Sven
In focus: Radar exception alerts
Hello there, and welcome to the Radar in focus series, where we shine light on some of the most beneficial features from the Radar app. This time, our spotlight is on the exception handling mechanism of Radar. Consider the following scenario Company A
Automatic Reply to Customers with templates during Holiday Hours
Hai Team :) 12th and 13th May 2021 are holidays, so our customer service is also closed. That's why I want during the holidays if there are customers who email our CS team there will be an automatic email reply according to the template that has been
Automated Dismissal of Specific Notifications and Centralized Control of Toast Notification Settings
Dear Zoho Team, I hope this message finds you well. We would like to request two enhancements related to notification handling within Zoho Desk: Automatic Dismissal of Specific Notifications: Currently, when certain actions are taken in the ticket list
Time Zone Agent vs Clients
Good morning, We seem to be having an issue with the timezone, All my agents are in Central America (GMT -6), but clients are in Eastern (GMT-4). When an agent responds, the ticket enters GMT -6), but any resonce from a client is stamped with GMT -4.
Add a Report Standard Filter that isn't time based
The current limits of reports requires a time based filter but in some cases we need to know everything from the beginning of time so these are not helpful. Please expand this to include all time or allow the standard filter for reports to be a non time
Formatting changes don't trigger a save in Knowledge base and Save As Draft doesn't actually save anything
Recently came across this issue While going through some documents and fixing some formatting issues like bolding some words, changing the list options such as bullets or numbering doesn't trigger a "change" and thus the document doesn't auto save. The
Control Over Zia Generative AI Reply Assistance Behavior
Hello, I would like to request an enhancement to the Zia Generative AI feature, specifically concerning the Reply Assistance within Zoho Desk. Current Issue: When replying to a ticket, the Ticket Properties section is automatically replaced by the Zia
Google's Announcement on Deprecation of Less Secure Apps
Google has announced the Deprecation of Less Secure Apps (LSAs/Basic authentication) in Google accounts, requesting all app users to transition to OAuth for enhanced security and to prevent hacking of accounts and information. What does this mean for
Zoho text editor sucks.
I've been in charge of managing and maintaining all Zoho products across all departments in our organization and everything for the most part is fine but one thing I can't stand is the text editor. Everytime I try to edit text, I get weird glitches and
Remove currency sign from fields
Hey, how are you? I'm new managing zoho desk, and I'm trying to remove the currency sign from their field. Do you know if it's possible? Because I'm not finding any option to let me do this. Thanks!
Zoho Desk and Zoho People Integration - is it possible in order to alert whether an agent is available
Hi, We use Zoho People for our employees to log absence (Paid Time Off etc). I was wondering if it was possible that this information can be shared in to Zoho Desk, so that when allocating a ticket to an agent, if they are on leave there is an onscreen
Add Hyperlink Functionality in Zoho Desk Email Template Editor
Dear Zoho Team, We would like to propose an enhancement to the Zoho Desk email template editor to allow the inclusion of hyperlinks directly within the email templates used for ticket replies. Current Situation: Currently, when creating an email template
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