Overdue items occasionally show under "No Due Date"
This is a sporadic issue I've been facing, I value the countdown mode to keep on top of my tickets based on the due date. However, every now and then I will find that overdue tickets will shift to the "No Due Date" field instead of "Overdue". As you can
Moving closed ticket to another department but keeping the close time
How can I move a already closed ticket from one department to another department, while keeping the close time the same? At the moment, when I move a already closed ticket to another department, the ticket will re-open in that department and I need to
Department Selection in Zoho Desk Webforms
Dear Zoho Desk Support Team, We are writing to request an enhancement to the webform builder functionality within Zoho Desk. Currently, when a customer submits a webform, the ticket is automatically created under a predefined department. To improve ticket
Deprecation of Google Drive and Google Sheets in default connections
Starting from August 15, 2024, Google Drive and Google Sheets services will no longer be available as default services in Zoho Desk. Reason for deprecation: Google has identified sensitive scopes within the Google Drive and Google Sheets connections,
Cliq Notifications for the Activities modules - Send message to cliq channel for Agent Unavailability
Dear Zoho Desk Team, We are writing to propose a new feature that leverages the existing integration between Zoho Desk and Zoho Cliq that send Cliq Notifications for the Activities modules. We recently learned about the "Cliq Notifications for Activities"
Nested Picklist - Search doesn't work
Hello, The search input in nested picklist doesn't work. There an exemple : The nested picklist in the layout : Here, the word 'absence' in the list : And the search : I tried to create a new pick list, i've got the same problem. The search only works
My Open Tickets View is Duplicating tickets
Hello, We noticed that our My Open Tickets view in Zoho Desk is adding 2 extra tickets for the same ticket. This is happening with all of my team members. All 3 have the same ticket number and if I go into the Agent Queue and look at mine or anyone else's
Help Center - Close ticket button
Hi Zoho Desk Team, Basically in Help Center Portal, when there is no active blueprint there is a "Close Ticket" button in the requestors view of the ticket. But when a blueprint is active, there is no more "Close ticket" button. So my question is, is
How to share tickets automatically between departaments
I have a problem where an agent opens a ticket to another department, which he does not have access to. This lack of access means he cannot send emails or see the tickets on behalf of the technology department in this instance. When he opens this ticket,
Enhance Activity Reminders with Custom Actions and Workflow Integration
Dear Zoho Desk Support, We are writing to request an enhancement to the activity reminder feature within Zoho Desk. Currently, we can set reminders for calls, tasks, or events as pop-ups, emails, or SMS messages. While these options are valuable, they
Domain Mapping issue in ZOHO Desk
Dear All Our Domain is Controldesksolutions.com .We are trying to do domain mapping and its asking for add CNAME entry in DNS site . we have already add CNAME to our hosting site . and add subdomain support.controldesksolutions.com but we want to map
Creating a ticket without selecting a contact
Hi, Is it possible to create a ticket without selecting a contact? If no, why is it required?
Can we edit the system field label in Zoho desk
Hi Team, We were evaluating Zoho desk for the internal query ticket handling tool. Some of the field names are misleading. So how can we rename the field label name atleast. Contact name to Requester name Ticket owner to Agent Name
Changing Contact associated with ticket
Hello, we have been using Zoho for about a month now. We have our support email set up, but customer are still frequently messaging our sales reps for assistance instead of our support Zoho email. Our sales reps forward the emails into the Zoho support
Notification that a ticket has been assigned to an agent?
Is there a setting for a notification for the user that their ticket has been assigned to an agent? I know that there is a email notification that goes back to the user when their ticket is submitted, but is there also one (or a way to create one) that
Including Moved Tickets in Department Report
Hi, All the tickets we receive comes through one department and then they re-assign the tickets to the other relevant departments. Is there a way to include all tickets that have been received to the main department in a report including the ones that
Don't allow agents to remove Happiness Rating
We have Happiness ratings turned on for every reply since we don't send out a separate notification for closed tickets. Some agents have realized they can just delete the rating widget from their message when they are sending out a reply to a customer.
Upcoming Webinar on Validation Rules in Zoho Desk
Hi everyone, We are excited to announce a webinar dedicated to helping you master the validation rules in Zoho Desk. This webinar is scheduled to provide you with the insights and knowledge you need to effectively use validation rules to maintain data
Zoho Desk's Instant Messaging Update | Connect with customers via WhatsApp from the Tickets module
Hello All, We are excited to announce an enhancement for the Instant Messaging module: you can now send outbound WhatsApp messages to your customers from Desk's Ticket module. Outbound WhatsApp messages can be sent to one or more recipients' mobile devices,
Agent image not showing up in Desk
Hi, the image of the Agent is not showing up in Zoho desk to the users, see screenshot. Although, there is an image added to the agents profile the privacy setting for the profile image is set to "everyone" under account settings. See screenshots attached.
Disable old contacts
Hi :) I would like to mark old contacts as obsolete that are no longer employed by the corresponding company or similar. It is not spam and I do not want to delete the contacts/tickets as they might contain valuable information. I don't want users to
Send an email to a specific ticket
Based on an option we had in a different system - we could generate an email address that's specific to a particular ticket, so when we send an email with this address in BCC, the message also pops up in that ticket. The issue is that Zoho doesn't support
Flexible Holiday Configuration in Zoho Desk
Dear Zoho Desk Support, We are writing to request an enhancement to the holiday management feature within Zoho Desk. Currently, holidays can only be configured as full-day events. While this is suitable for many occasions, it limits flexibility in managing
Template and Text formatting in Ticket Resolution
Hi, is in Zoho Desk the possibility to create and use templates for the resolution field and/or is there a way to format the text in the ticket resolution box? Thanks in advance. BR
I have created the CNAME record, but it is not working
I have tried different methods, but nothing works. I have ensured the configuration is correct countless times, but it still does not work. I have tried doing an nslookup, and it does redirect, but when I try to ping, it does not reach the destination.
Community Forum
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Persistent "Always Offline" Issue with Zoho Desk
Our team has been experiencing persistent "Always Offline" status, which is severely impacting our ability to serve our customers effectively. We need your assistance in resolving this problem. Could you please: Investigate the root cause of this "Always
Overloaded Notification Center?
I'm the administrator of Zoho Desk, so all the rules involving connections, scripts and activities are on me. For example, adding a comment in a workflow results in it being under my name in that ticket. Is that why I keep getting notifications on tickets
Zoho Desk - Is it possible to build an approval workflow that keeps track of changes?
Hello, I have a requirement that I need to work on that is an approval workflow. Basically it's for negotiations and an agreed upon prices goes for approval. If rejected, the price would need to change but we'd also like to see the old prices/iterations.
Apparent bug
Good day. On a custom module, the value does not update the first photo; is the value it shows while editing in the edit layout. The second view is from the same layout but in view mode. Field Value from the Edit Screen Field value after saved
Browser information through ticket submission
Morning all, I'm part of a businesss looking at potentially using Zoho, and before we further consider making the switch, I'd like to know if it's possible for us to know what browser that a client is using when they are submitting a ticket. This is incredibly
Forward email from Outlook 365 to Zoho Desk
Hi everybody, I have a problem with the forward of email to Zoho Desk. When I receive a mail from a customer, I try to manually forward the email from desktop Outlook 365 to Zoho Desk to open a new ticket. I have this configuration active in Zoho Desk
Associating contact to account in a closed ticket
Hi All, We do not have ZIA available to us in Australia so when a ticket is received from a new contact I have to go into the contact establish what company they are from and associate to that account. There appears to have been a development pushed through
Understanding Guided coniversation in Zoho desk.
Hello Zoho developers, Understanding Guided coniversation in Zoho desk. Guided Conversations, also known as GC in Zoho Desk is a way to implement your self-service strategy. It is a GUI (Graphical User Interface) based, low-code, self-service platform
Automatically assign the ticket creating user as contact of a ticket
Hi, as my topic suggests, is there a way to assign the user creating a ticket as contact of that ticket without me bing forced to look up my own contact "manually". This is for the cases where our own team members from other departments would create tickets
Any drawbacks from removing ID from Ticket Subject in emails?
Zoho's automatically adding [## XXXX ###] of course, but apparently it's possible to disable this function altogether by writing to support. But, are there any drawbacks to that? It's certainly more pleasant to look at from customer view, and sometimes
Is it possible to add a custom channel?
As a group of schools, we have a number of people who walk up to our helpdesk. Is it possible to add an "In Person" channel to the Channels list for the source of tickets?
Individual Agent Signatures for automated Mails
Hi there, is it possible to add individual agent signatures to automated responses? For example, if Agent A closes a ticket, the customer will receive our automated "Ticket has been closed" reply. Can we add signatures depending on which agent closes
Support placeholders in links
It would be really useful if we could use placeholder fields in links when creating a snippet. As an example we generate workdrive folders for each ticket and attach the url as a custom field. These urls a quite long so it's nice to include them as hyperlinks
Add a button to help center
Hey folks, I wondered if I could add a submit a request button on my help center on the header toolbar. If possible how can I do so. thanks in advance
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