Paste a photo as attachment
In our process we take photos and snaps of everything we do as the job is completed. It would be a time saver, we could paste a snap in the attachment module. Currently, we have to save the snip, upload it, then go back and delete the file. Thanks R
Time Entry Layout
Is there a way to create a Lookup Field in the Time Entry layout, We would like to be able to assign a product each time we enter a time, or have the ability to do an import for the "ticket Time Charge" field. We classify time-based on the type of work
Add team tag in a ticket
Hello, I'm trying to insert the agent's team into a tag, I managed to get the ticket service agent's name, and put the tag with his name, but I don't know what value for the team field. can anybody help me? Thanks
Problem with dashboard URL
Hello Folks! I've already submitted a ticket but also wanted to post on community as this is an urgent matter. I recently changed help desk providers to zendesk but now I want to change back to zoho desk. Whenever I go to my dashboard URL (for zoho desk)
Lookup field Limits
Are there any plans for more than five lookups in a layout? Due to the limitation, we have duplicate entries. Any way of requesting more than 5 looks on a layout? We are currently on the enterprise plan and only have five lookups. Is there any way to
Remove Username and Password from Help Center Sign in Page when using Federated Logins
Hello, We have enabled Google Federated Login on our help centre but the button is very small and inconspicuous and users think their logins don't work. Everyone in our organisation and supported organisations use Google sign ins. Can we remove the username and password fields and make the Google sign in button much more promenant? Kind regards David
Time-Based Action stopped running
We've had a simple Time-Based Action set up and working for some time now, but in the last 24 hours it has stopped being triggered despite tickets meeting the criteria. As far as I know, we have no control over when time-based events are triggered, but
Constant Issues
Is anyone else having issues? I am constantly getting these errors randomly. I must close the browser, wait a few minutes, and start over. I already had a chat with support and was told the issue was that the activity module was off, now its on and still
Zoho Desk Advanced Web Form vs Zoho Forms
1) I'm just getting started with setting up Zoho Desk. What are the advantages / disadvantages for creating forms in Zoho Forms and using them to create tickets in Zoho Desk vs just utilizing the Desk Advanced Web Form? 2) Regarding the Zoho Desk Advanced Web Form, can I include other fields for the user to complete before submitting the form? The fields currently available seem very limited. So far I'm loving Zoho but a bit overwhelmed with the variety of ways I can use the cross-over features
Ticket Reply Assistant ZIA Dutch
Hello, I activated the Ticket Reply Assistant today. A nice functionality of ZIA. Unfortunately this is only working for tickets in English. When will Zia be available in other languages? ChatGPT is already able to deliver that. Regards, Jasper
ZohoDesk outgoing emails blocked by SpamCop
Some outgoing messages being rejected as junk mail because ZD mail is blocked by SpamCop's filter This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is
Knowledge base and Dropbox
I am trying to embed a video saved in Dropbox using a public link, but I keep getting the below message.
API trigger when image is received over an email
Hello, Can API be triggered once an image is received from a customer on Zoho and change a ticket owner ?
Zoho Desk Auto Response to Outside of Business Hours ticket
Hi I am trying to automate response to requests that are coming in over the weekends and outside of the regular work hours of 9 to 17:00. I have tried using the Work flow Rules but the criteria for time requires date and time to be specific, which I do want to avoid. Same thing happens when I try to add the weekend response as well. Is there a way to add auto response to a ticket (comes in either via e-mail or web form) that would include a message that the request is out side of office hours?
Scheduled Reports missing charts
I've scheduled a report in my Zoho Desk application. While looking at the report from a browser, it has the chart at the top and the supporting data underneath it. When I schedule the report and email it as a PDF, the report is missing the chart at the
Importing Ticket data to Spreadsheet
Hi ALL, Please share the easiest way to create a template for google sheets where the field are auto updated from ZOHO desk . The field from zoho desk that would need to be updated are "open tickets" "Closed tickets" Below is the sample.
Ticket View grouping
Morning, Is there a way to group tickets based on status? Thanks Rudy
How to add Ticket Creator field in new ticket layout
Hi, I couldn't find how to add Ticket Creator field. To be clear, I need to see Ticket creator name and Team she/he belongs to. Also this fields should fill automatically when agent opens new ticket. This is very necessary information for our company.
Require Attachment in Ticket
Hi: We have certain requests that we require an attachment. We have a web form which includes an Attachment field, however that is the only field that we can't mark as Required. Since the GUI/WYSIWYG doesn't have the required checkbox, I thought of an
Schedule KB Articles
Hello! I was wondering if it was possible to schedule KB articles to publish on our help center. Our team has new features that are released periodically and it would be helpful to schedule the publishing of those articles instead of having to manually
Move ticket department but stay in the ticket
Hi all, We move tickets around quite a lot between departments. When we move a ticket, it moves as it should, but we then have to click back into the ticket to carry on working on it. Is there a way to move the ticket to another dept yet stay in it? Many
Zoho Desk now integrates with Slack
Do you use Slack to power internal communication and collaboration within your organization? If you do, we've got some good news for you. Zoho Desk now integrates with Slack, so your agents can get the best of both tools without compromising on either. The Zoho Desk app for Slack gives agents quick access to ticket information from right within Slack, saving your team time and effort. The integration also lets you configure real-time updates to your agents via Slack. The notifications can
Notifications not loading
Hi, i am having a issue with the notifications seems like do not load correctly. I deleted cache, cookies, i tried with another browser, from different devices but I have the same issue.
Print Layout to pdf
Hi all, A helpful idea: is there a way to create a layout for the techs to complete and be able to print it in PDF for the end user to sign? We can then scan the form and attach it to the ticket. This would be helpful when we do deskside or onsite support.
Why are attachments not working/ downloading/ showing?
I'm trying to do work, and Zoho Desk is preventing me from doing this. Ticket, person A attached an image, im trying to view the image.... then this! Why even allow people to attach things if attachments dont work 99.999% of the time.
Auto Apply template function
Hi, I want to automatically apply an email template when creating a reply to a ticket. I know this can be done in custom functions but Im having some trouble with deluge. Is there any assistance you can provide
Round Robin Load Based Order
HI, when I set up a load based order assignment rule is a way to set what agents in a team receive the tickets first, thanks.
Display tag names in status mode views and inside tickets
A similar feature already exists in Zoho CRM and that makes specific module entries easier to identify visually. Please consider implementing something similar in Desk tickets. I got two suggestions but both are related to tags in tickets. 1. Make tag names visible in tickets. At the moment only the number of tags is displayed without the actual names. 2. Make tag names visible in ticket preview information in status modes. At the moment nothing related to tags is displayed. I know you can create
Attention: Hold on '2-Year Data in Analytics - Reports' Early Access | Zoho Desk
Dear Community, We recently initiated early access (in phases) for a closed group to the "2-Year Data in Analytics - Reports" feature. This expands your ability to generate reports spanning a two-year period, addressing a longstanding limitation in Zoho
Exporting the email templates
Hi there, We would like to keep a safe copy of our email templates but cannot find a way to export them or at least request a backup. Is this feature available? If so, how? Thanks!
Is it possible to remove the Download as PDF option for users when viewing an article?
Is it possible to remove Download as a PDF as an option for users when they read the article? Our problem with this options is that when users download the PDF, the PDF does not have a date on it. So the PDF will become outdated when we update the article,
Icons used in Zoho Desk
Is there a place where I can get more of the same icons for other modules as I would like them all to match the same style
Changing default Ticket Status
I want to add a default status of New to all of my ticket layouts for a department so that things can be triaged before moving to Open. How can I change the default from Open to New
Team as a Ticket Owner
Is there a way to include a Team name as a ticket owner? Thanks Rudy
How many characters in all Knowledge Base articles combined
Is there any way to get a total of the characters of all articles in our knowledge base? We are looking at using the KB to train AI, and it is necessary to know how many total characters there is in our knowledge base currently.
Add a new metric to the Analytics dashboard ->Tickets Transferred to the relevant department
Dear Zoho Desk Support Team, I'm writing to request a feature enhancement that would significantly improve our ability to analyze workload within the Desk departments. After talking with Zoho support I understand that this is not an option as for now
Custom Field Unique Value
It would be great to be able to prevent duplicate values for fields like "single line," "integer," "email," and "phone." Either not allow a new entry or flag the entry as its entered. Thanks Rudy
Desk API: Using Zoho CRM Account ID to filter Desk Account request
Is it possible to utilize the "zohoCRMAccount" field to filter the list accounts request ? We have the sync between Zoho CRM and Desk enabled and we've been trying to use both the Desk and CRM APIs together for one of our projects but we haven't been
Hiding Custome Modules
Morning, Is it possible to hide a customer module but still be able to add a record via a lookup in a layout? I tried it, but it tells me I don't have access. Is it that I am doing something wrong? Thanks Rudy
Secure hidden fields and automatic emailing based to different departments based of info selected- layouts
Good morning, everyone I have a silly question I'm trying to find a answer for and not sure how to word it in Zoho speak. i have created a few layouts for making tickets within the Customer facing portal and it's been wonderful. i am looking to create
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