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
Prevent Zoho Desk Functions from Being Considered Manual Updates by Users
Dear Zoho Team, We would like to request an enhancement to Zoho Desk to ensure that notifications are not incorrectly triggered for admins when functions or workflows are executed on tickets. Current Behavior: When an admin creates a function/workflow
Enable department switch on Setup pages
It is no longer able to switch departments when on the setup pages - this is blocked. Because some features are department specific and some are not - this would be a helpful toggle. Also it would be helpful if the differences were highlighted global
Can you schedule a Zoho Meeting from within Zoho Desk?
Can you schedule a Zoho Meeting from within Zoho Desk? Doing so would be a very quick and useful way to setup suture meetings with clients.
Logo image in snippet is not being displayed
I was using a logo image in our snippets since we began to use Desk and it has disappeared about a week or about 10 days ago. I just was able to check it and found out that the snippet area is not displaying any of the pasted jpg, png or tiff images anymore.
How do I change the Subject header when I reply please, it contains Re which I want to remove.
Hi Zohodesk, When a customer logs a call we have amended the Acknowledge on new Ticket template so the subject header has "Ticket Id" at the start of it. When we reply the customer gets Re: and then the Id and I can't see a template for this? Can you
Link Zoho Projects Task to Zoho Desk Ticket
Currently the integration between Zoho Desk and Projects only works by linking Desk Tickets to Project Issues. This works fine, but we use Zoho Projects for much more than just issues. It would be very helpful to have the option to link a Desk Ticket
URL field dependant on account
Hi all, I'm trying to do something with dependant fields but don't know if it is possible. With another service desk solution I have used in the past, it was possible to have fields that auto-populated with information based on the account name. In this
Generating Ticket Report listing
Hi. I am trying to generate a report where I need to get all the tickets created in tabular form. I was able to generate the report but upon checking details, the report only includes channels - web, phone and email but not tickets having Portal as the
Classification from Picklist not showing
Hello, I have no idea what is happening with our ticket stuff, but I've been trying to add a few more classifications for a technology ticket in our ticket system. I can add it just fine to another department, but when adding to Technology, it doesn't
Adding Knowledge Base articles to multiple departments (Multi-branding not set up)
We have set up a single site, within helpdesk for clients to access Knowledge Base (KB) articles and raise tickets. Within the site we have set up different departments to cover the different products we support. We have a generic department where we
Ticket creation - Can we restrict Departments based on User Groups?
We are wondering if it is possible to restrict the values displayed in the Department drop down field when creating a ticket based on the User Group the person raising the ticket is allocated to. We have User Groups set up to match Departments (essentially
In Focus: Radar's Community Dashboard— A must-have tool for every community manager
The community dashboard in Radar comprises a number of useful KPIs and charts that can help with fostering engagement in your user community. The insights and handiness of Radar's community dashboard make it a must-have tool for community managers. To
Is it possible to automatically remove a user from a Help Desk User Group on expiration of their contract
We are investigating whether Zoho Desk will allow us to restrict access to Zoho Desk (Knowledge Base and Ticketing) based on whether they have an active / valid contract. Contracts can be recorded against an Account, and Users are also linked to an Account,
Ticket Management Process for Closed Tickets
Hello! I would like to verify the feasibility of the following process: If a ticket has been closed for more than 10 days, it should not receive any updates or responses. If the user tries to reply to a closed ticket, notify them that they need to open
Line break in Conversations
I am trying to return a table like from the formatter in a Webhook to a Message block, all in a big string, but I cannot start a new line. I've tried with "\n" which produces "\\\\n" and newLine = hexToText("0A") which produces "\\n", making my message
Backup Log Sorting
The sorting in the Data Backup log is odd. It should be sorted newest first or allow sorting defaults. It's currently all over the place and hard to figure out when it was last backed up.
The format of the "Total Response Time" data is strange
I'm trying to create an "Average Reply Time" KPI on our Zoho Analytics account but can't achieve it because the data collected by Desk seems to be very strange. The "First Reply Time" data is very clean and neat compared to it. Could you please take a look at this data and tell us why we are seeing these strange values with more than 7 digits in them. The data columns that we are looking at are named as "Resolution Time in Business Hours", "First Response Time in Business Hours" and "Total Response Time
Answer Bot configured and tested on All Departments but says it isn't enabled within a ticket?
Hello there! I have been configuring the Answer Bot and have a couple of questions as I think I am missing something within the configuration. I have created an Answer Bot, choosing to add this in All Departments. We have two departments and two sets
What's new in Instant Messaging? | Zoho Desk | Feature Releases | Sept'2024
Improve your business communications with these new and enhanced features in Instant Messaging! Excellent communication is at the heart of every strong work relationship. These new features and enhancements for professionals will help you build better
Custom function mapping incorrect date
Hello, I'm trying to debug a custom function that seems to map an input date incorrectly to another field when executed through our ticket blueprint. Here is the test code I'm using: data = Map(); data.put("cf",{"cf_test_date":activationDate}); info zoho.desk.update(<orgID.>,"tickets",ticketID,data);
Related ticket creation on a different department when using blueprints
This idea is a little bit mixed with other ideas. In essential we want to be able to create a ticket on another department by NOT replying to tickets or forwarding them. We do utilize the blueprint feature and every department on our account has a blueprint.
Suggestions for Enhancing the "Layouts and Fields" Functionality
1. In the "Layouts and Fields" section, there is definitely a need for more options for the "Boolean Field (checkbox)" type. It seems that the limit of 20 values is too low. This value should be increased to 40. 2. There is also a "Multiple Choice" field.
Zoho integration with Azure DevOps
Hi, How do we integrate Zoho with Azure DevOps? I want to be able to trigger off creating a workitem in DevOps when a ticket is created in Zoho. When the development team makes any status updates to the ticket in DevOps, we want Zoho to be synced up with
We are making preparatory changes to the Ticket ID field type!
Ticket ID field in Zoho Desk serves as one of the key elements of the system. Our current implementation only supports numerical values for Ticket ID. This certainly limits our customers from customizing the Ticket ID. With the above challenge in mind,
An agent not getting email notificatins.
Hello Zoho Desk Support Team I am using Zoho Desk free edition and one of our agent not getting email notifications. But all others are getting notifications without any issue. Please help on this. Thank you, Ruwan
The Support Plan module doesn't calculate the correct credits for a multi-year contract
When we create a contract that spans more than a year, the remaining credits for the support plan are not correctly calculated.
In Standard version can I add a tag depending on the subject using Workflows?
Hi, I'm testing the standard version. I've found documentation on how to add tags using workflows (https://help.zoho.com/portal/en/kb/desk/automation/workflows/articles/custom-actions-gallery#Action_Failure_on_DeletingDeactivating_an_Agent) however the
How to keep senders email address details when email is fowared from my helpdesk mailbox to my zoho helpdesk system
Hi everyone, Im trying to get the emails from my helpdesk outlook account that are fowarded to my zoho email support address to show up as tickets with the sender's details. Right now every email is fowarded to my zoho account and they are portrayed as
Enhanced Control Over API Calls for Zia Generative AI Integration
Hello, We would like to request an improvement to the way API calls are handled in Zoho Desk when using the Zia Generative AI integration with OpenAI. Current Issue: It appears that API calls to OpenAI are being triggered automatically whenever a ticket
Add Email Failure Data to Relevant Tickets
Hi Team, I would like to request a feature enhancement for Zoho Desk. Currently, when navigating to the "All Departments" view, there is an Email Failure section under the Notifications section. However, the failure information is not added to the relevant
Enhanced Round-Robin Ticket Assignment Rule Criteria
Dear Zoho Desk Team, I hope this message finds you well. I am currently utilizing the Round-Robin Ticket Assignment Rules with the Load-Based Assignment option in Zoho Desk. This option allows tickets to be assigned to agents based on their load until
Customer Alert Status
Can the system send a notice to the customer when the ticket is moved to a different status? Thanks Rudy
How can we assign the "Revoke Blueprint" permission to agents?
There isn't an option on the "Permissions" list for this function. How can we assign this permission to particular agents?
How to filter E-Mails, where Zoho Desk Acoount is only in CC
Dear All, we would like to filter the incoming e-mails, where zoho account is only in CC, not in main recipients. Is there any solutions for this? Thank you in advance!
I can't log in to our help desk portal.
I am having problems logging into our help desk portal. Since the user changes their password in AD, the password is not replicated to our help desk, Enterprise Service Desk version. And the user cannot log in. We have already checked the integration
Zoho Translator for Zoho Desk not working
We have added the Zoho Translator extensions in our Desk environment, but when trying to use it we do not have the option to select the translation language within the ticket. We have followed the setup process for the extension as outlined in this help
Approval Tab/Process Should be Improved
Current, the approval tab process is lacking quite a bit of functionality that we think is really important: 1. When the person is approving/Denying a request, they don't have a way to leave a message/comment connected to that approval/denial. Just simply
Desk "From" SMTP using Gmail "Less Secure" Passwords
Hi guys, In the fall of this year, Google state: "For actions users can take, go to Less secure apps & your Google Account. Starting in the Fall of 2024, Google Workspace accounts will no longer support less secure apps, third-party apps or devices that
Is there an chat integration for internal use only?
I'm thinking to integrate a viber app to zoho desk but for an internal only. Like when someone message in a group chat it will pop up inside the zoho desk. Is it possible?
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