Task open for Agent upon Account creation
Hi guys, im trying to build a workflow that will automate creating a task upon Account creation for the CSM department, Once i buikd the workflow i can only notify by email the New Account owner upon creation of an Account, however i want to the CSM Agent
ZOHO Desk Ticket notification
Hi all, I have few statuses which are on CLOSED state, i need to customize the notification in a way the only ticket that are closed on a spesific title will be sending out emails, For example: I have one title "Done" and one which is "Managed in a different
Incorrect blueprint transition warning
This has started to happen from time to time since a few weeks. The transition dialog window displays a warning message which states "You do not have any more transitions to perform" when we select a transition on a ticket. The proper transition options do show up when you refresh the page. This causes some agents to scratch their heads and ask for help which is solved immediately when I refresh the ticket page for them. This is an unnecessary waste of time. Please look up for the root of this problem.
Creating a Zoho CRM deal from a ticket in Zoho Desk
Hi, We have just started trialling Zoho One, and I am trying to automate getting a deal in CRM to be created when a user submits a ticket in Desk. What is the simplest way of doing this? Thanks in advance, Terry
How to remove chat icon from knowledge base?
I have set up a knowledge base to hold FAQs and documentation. It is currently standalone, and not integrated into our website. On every page there is a chat button in the bottom left corner that says "We're offline, please leave a message." How can I
Help Center | Time to bid farewell to the RAuth (Remote Authentication) mechanism
Hello everyone, Deprecation of Remote Authentication mechanism The Remote Authentication mechanism for the Help Center will soon be deprecated, so we request that all existing users who depend on it migrate to JWT or SAML as quickly as possible. In today's
Disable translation of e-mail messages in web version of Zoho Mail
Hi, Recently when I open e-mail messages I get a ribbon offering me to translate if the contents of the message is in a different language from my interface language. I am OK reading [and I do receive] e-mails in multiple languages, so I don't need translation.
Edit Department notification "To" properties
I'm looking to edit the Department notification that alerts all agents of a given department when a ticket is moved to their department. Rather than notify all agents, I'd like to only alert the Support Administrator(s) of the receiving department. Is
Guided Conversations: A catch up on self-service
From ordering food by scanning a QR code to booking an appointment at the doctor's office without having to talk to anyone, we all appreciate being able to get things done independently. This is why it's an unspoken requirement to make customer service
Exporting to a new Zohodesk
We need to do a data migration from our ZohoDesk to our client's ZohoDesk so they will get the emails, threads, and comments + chats that were populated from SalesIQ. How can we do this seamlessly?
Undo article like/dislike
It seems to be not possible to undo your like/dislike for an article. Would be great if you can. Kind regards, Helen
Online agents aren’t appearing online in Headquarters
We’re having an issue with agents setting their status to Online, and it usually sticks for a few minutes, sometimes a couple hours, but suddenly the round robin assignment stops assigning tickets. When this happens, I check the Headquarters page and
Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools
Feature Request: Re-order Tasks
The ability to re-order tasks once they have been created will be incredibly useful, rather than the tasks being ordered only by the time they were created.
Something went wrong while loading your Ticket columns
Zoho Desk is not loading for my company trying here as I keep getting the voicemail off the phone support and no reply to my email ticket yet.
Telephony external id in Zoho Desk
Hi, We are looking for a way to get the external telephony id in ZohoDesk. I see that Zoho CRM already has this feature: https://help.zoho.com/portal/en/community/topic/telephony-external-id-field-added-in-crm But my customer doesn't use crm. Only ZohoDesk.
Zoho Voice integration with Zoho Desk
Dear Desk team, I know that Zoho Voice has just been released but would like to ask this question as a few of my Desk clients would really be interested in this. Is a Zoho Desk integration with Zoho Voice on the roadmap? If yes, any information about
Can't export all ticket from day1
Hello All, I had challenges when want to export all the tickets on the Zoho desk, the showing data was only around 365, and my work here wanted to export all of the tickets created on the Zoho desk it's around 5000 - 6000 tickets. FYI: I have tried from
Possible to remove CC / secondary contacts
Hello, Is it possible to remove certain CC / secondary contacts from a ticket when it's created using rules? Some client insist on copying in support agents as well as the main support address. We want to be able to remove any internal support agents
Very long loading times | bad performance [ZOHO DC: EU]
Hello there, we have recently noticed that the loading times have become extremely long when retrieving tickets and ticket details. For example, I open any ticket and get the following view. The subject and standard information (ticket owner, status etc.)
Custom Function - Searching Keywords in Latest Email Reply from Customer
Hi All, I got provided from ZoHo Support the below sample custom function to use for ZoHo Desk. This function is supposed to search for specific keywords within a customer's most recent email reply to a ZoHo Desk ticket and then send out an email alert
MS Teams integration
I followed all the steps to configure the bot chanel notifications, for all events. All configuration worked fine, without issues, but I don´t recevie any notification in the Teams chanel. Must I configurate aditional permission set in MS 365 or Zoho
Scheduled Ticket
Create a periodic ticket and that an agent is assigned with the respective client. Regards, Victorino
Limit Status Change Options
How can I limit which statuses can be selected from different statuses outside the Blueprint? When our team first configured our Zoho system we used the Blueprint but a couple months later they stopped using it and it's out of date, so that's not an option.
Navigating email templates just got a lot easier!
Email templates are incredibly useful to agents who deal with a large volume of tickets every day. They enable agents to deliver help quickly, while setting the right tone and maintaining personalized communication. If your support team uses email templates extensively in Zoho Desk, you will have found that agents have to navigate a long list of templates to find the right one. We realized that this process could be much smoother for your agents with a little refinement to Zoho Desk. That's why
Autocomplete email addresses of Agents when CC or Forwarding
When replying to or forwarding a message, many times we wish to include another member of our team, either by CC/BCC, or forwarding the message directly to them. The system auto-completes the email addresses of customers, but we are forced to type the
Different Questions
Hi! This post is more or less for the Zoho Team. But I would also like to hear the community to different topics (especially the firefox regarding ones). Thats why I write it in the forums. When will it be possible to switch to 24h time-format? You sell
Take Zoho Survey directly from Zoho Desk Contact
Within CRM the integration provides users to take a survey directly from a Contact (see attached). Is there similar functionality within Zoho Desk.
PRIVATE THREAD
Whenever I want to reply to a thread, I see 'Send-private thread'. what does it mean please?
The Article "Custom Sort" option is no longer working.
The custom sort option was working in the past but now it will sort by last modified even though custom sort is enabled. I have included a screenshot.
AGREGAR NUEVO CENTRO DE AYUDA
Estimados, Finalmente hemos logrado crear los subdominios, pero de momento al configurar se tiene el siguiente mensaje " Se encontró un carácter no válido en el nombre del Centro de ayuda. " he intentado colocar el nombre sin espacios y con un solo nombre
Automate reminder emails for tickets with status "Waiting for Customer" and then auto-close after X days
Currently our "Waiting for Customer" status is configured to show in the Open Tickets view, so our agents can follow up (remind) customers that we're waiting on something for them. This clutters the agent's "My Tickets" queue however, and also makes it
Round Robin - option to consider agent work schedules
In our company, we use a Round Robin rule via sequential assignment to split incoming tickets across multiple agents. All these agents work full-time, but we may have part-time agents in the future. It would be great if there was a feature to specifiy
Creating separate ticket Queues for separate departments
Hello, I am currently setting up Zohodesk for the first time and we are needing 2 separate queues, one for out IT team and one for our Estates team. I have tried setting them up as different departments and as different teams. They have separate emails
Can't activate chat
I can't activate chat. Here is the error:
Where can i enable tracking first response time per ticket.
Hello, I've had a request come from above about some supplying reports on the performance of the Help desk, and one of the required is Mean Time To Response I can see there is a field from the data export files which is called "Time to Respond" however
Ticket creation notification only when ticket is created by a customer
I want to prevent a notification from being sent to a ticket recipient (customer) when the ticket is created by an agent, and only send them when a customer creates a new ticket via email or help center. How can I best create this as a rule? Would it
Customization of Ticket Data on View
We are moving from one support desk software into Zoho Desk. So far we love a lot of the feautres and options. One thing we can't figure out though is customizing what ticket information we see on the ticket views page (using Classic or Compact, not modes).
Setting default filter in 'My Open Tickets' view
Hello, Is it possible to set a default filter in Desk for the 'My Open Tickets' view? Either for everyone or just an individual user? I have to keep manually setting the filter to 'Due Date' | 'Today + Overdue' but it would be useful if this was set by
Zoho desk - current subscription and number of users
Hello Please can you confirm our current subscription and number of users for Zoho Desk Currently looking at expanding number of users - additional 5 users Please can you advise available bundles/options which may be more cost effective Regards Paul
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