Reporting
Hi, Is there a way of running a ticket report and having a account name as part of the criteria. I would like to schedule monthly ticket report and have the customers/account name displayed. Thanks
Turn off close ticket option in help center
I need to turn off the option for customers having the ability to close tickets in the help center as this is not a feature we want them to be able to do. Also if a customer creates a ticket in the Help Center there is no email notification/notification given at all it seems. Is there a way to change this?
Client Emails Responses not showing up on ticket thread
Hi, When a customer replies to an email sent as a response from the Zoho Desk, the customer response is no showing up on the ticket. I think they used to show up but not anymore, is there a way to accomplish this?
Automation - Assign ticket owner via e-mail command
Links [Code and Documentation | YouTube Video] Hello there, I've created a nifty custom function for Zoho Desk that simplifies ticket management. You send an email to the support address and you already know the perfect employee for the task at hand.
Customer access to all tickets for account
Is there a way to give a user access to see all tickets for the account they belong to? The option "Customers can view Tickets of other users in their account" doesn't really work because it isn't desired by us or our customer to have every employee at
Zoho Desk - Make main lookup - account rather than contact
I have created a new layout in Zoho Desk. However I want the main lookup for the ticket to be the account and not the contact. How do i change this? We have created this layout to deal with track our interal upgrades of our customers software, so we want
New Email Created
Hi, Why new email created in Zoho Desk after I setup for Process Completion Email in Zoho Form (Approval Feature)?
Can you add more contact types?
Hello, For "Products" you can add associate "Contacts" and then filter them by either "All Contacts" or "Spam Contacts". Is there a way to add more categories to this list?
Workflows is not triggered when a customer lodge the ticket from his end
Hi Team, I have setup the following workflow in my ZohoDesk Workflow - Aurora Westan Receive New Web Ticket https://support.westan.com.au/agent/westanaustralia/aurora-westan/setup#setup/automation/401042000000953058/workflows/rules/edit/401042000043983353
Desk slow
Past few weeks myself and another user are seeing the desk as very slow. We are based out from different locations, so not internet issues. Anyone else having the same issues?
Knowledge Base Website Is Down
Our Knowledge Base is completely down for our website. We can't have users login to submit tickets or to read our help guides, etc.
Ticket KPI in Zoho Desk Dashboard
Hi! I am trying to create a KPI for our tickets to show progress/decline in graphical view or something similair. More spesifically, I need to know the status of all our tickets at a speciffic time. E.g. how many tickets were open january last year, how
Zoho Desk: I want to allow certain CLIENT PERSON not company to view their OWN tickets
I want to allow certain CLIENT PERSON not company to view their OWN tickets. I know how to allow all and maybe to view the whole company if I enable some global settings. But would like to allow just 1 Person to view his own tickets. Is this possible???
Send WhatsApp replies depending on the keywords/Answers
Hi, When I use Buttons in a template, how can I reply based on the answer? for example if I have 2 Buttons: Sopport and Sales and the customer click on Sale, how can I configure the next answer? Thanks
Custom Ticket Number
Good Morning, We have been using Zoho Desk for a while, and we want to know. Is it possible to set the ticket number to start from a custom value? example #340 Thank you in advance for your prompt response.
Assign Ticket to Lite Agent
Morning, I understand a "Lite Agent" can only read a ticket, but is there a way to auto-assign via workflow or manually a ticket to a "Lite Agent" for read-only purpose The purpose is that we receive a large number of tickers that do not need any action,
New customers get autocreated created with both forename and surname in the surname field
As discussed over a chat with Sajana:- "When we receive a new ticket, the contact would be then created automatically in the system and since last name is mandatory the values are pre-filled in the last name field of the contact. Also there may be cases
RMA system compatible with Desk?
Hi all. Anyone have a suggestion for an RMA management system to work with Zoho Desk?
ticket field visibility based on another field
Hi, I would like to be able to show/hide certain fields based on the value of other fields. This is basically exactly what Zoho CRM has (layout rules). How can I achieve that? Thanks
How do I track back and forth conversations on a Zoho Desk ticket in Zoho Desk itself
As the title says. Here is the situation I am having difficulty understanding 1. Customer submits a ticket, their email is customer@gmail.com 2. We reply from Zoho Desk where our email is support@ourcompany.com 3. Customer recieves that response in their
WhatsApp chat restricted to user/agent level
Hello Everyone, I hope you guys are doing well. Currently, my salespeople are using Zoho Desk, and we are using the Respond.io platform for our WhatsApp API number. The reason we had to switch to a different platform because each salesperson has their
It seems that my emails are being detected as spam when they are sent out. Please help!
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 a permanent error. The following address(es) failed: eacademyoficial@gmail.com host prod-lbout-phx.jellyfish.systems
I'm not receiving emails in my Zoho Desk.
Hello there, I hope you are doing well. I have a problem, I'm not receiving emails in the tickets section. I have already set up forwarding from my cpanel to my default Zoho support email, but I'm not receiving anything on Zoho desk. I've checked multiple
Associate a multiple Projects Tasks or Issues to multiple Zoho Desk tickets
In some cases, one or multiple Tasks or Issues can be associated to one or multiple Zoho Desk Tickets. Example: multiple customers submitting an Issue or a feature request on an Issue or a Task already registered in Zoho Projects. Ideally we would like
Update ticket status from email
Hi, Is it possible to update ticket status or other fields by sending emails? Subject: <TicketNumer> Body: @Status = "Closed"
Zoho Desk - Custom Module and Zoho Flow
Hello, Thanks for the custom modules. Great addition. Will it possible to update those modules with Zoho Flow please ? It would help a lot. Thanks
How to add an extra Module tab
Hello, I wonder if you could help figure out how to add an extra Module tab to the agent ticket. Free editable text/comment type of field ideally I know the option is not readily available, only option here is to separate comment from Conversation by
New Custom Module Builder Feature
It would benefit us to have a custom module builder inside Zoho Desk, similar to Zoho Books, Inventory, CRM, and other applications that have custom module build functionality. Having a custom module in Zoho Desk will allow the platform to stand alone
custom module
Hi, We have the situation that our primary client is a financial adviser however we then deal with their investors. So we would like to create a module which is populated with the end investor and have that info against the ticket as a custom field. How
Yahoo email addresses are failing in Zoho Desk
Hi, We have seen recent issues sending to a yahoo.com address. From the tickets... Status: 421 Action: failed Last-Attempt-Date: 14 Feb 2024 21:16:41 GMT Diagnostic-Code: 4.7.0 [TSS04] Messages from 103.138.129.66 temporarily deferred due to unexpected
Is there anything like an Audit Log in Desk?
Hi there guys, We're currently facing some issues along the past months since we have encountered several Workflow/Business/automation Rules that are having their Criteria changed without any manipulation from our side we just have 2 admins (Natalia Labrin
Audit Log for Admin activities
Is there an audit log for admin activities? If so, where is it? If not, may I request it?
Does Zoho Desk Workflow generate logs for tracking actions? Is there a way to do this?
In Zoho Creator: Logs are automatically produced, time stamped documentation of the history of actions, such as Form Actions, Schedules, Email Data, and Integration, executed in an application. They are recorded for statistical, security, and debugging purposes. https://www.zoho.com/creator/newhelp/app-settings/view-logs.html https://www.zoho.com/creator/newhelp/app-settings/understand-logs.html Are there logs generated in Zoho Desk for Workflows? We have a workflow that sends out emails and I'd
40 hour prepaid subscription
Hi all, We offer our customer prepaid subscriptions of 40, 20 and 8 hours, which they can use for 1 year. We would like to let Zoho Desk calculate automatically the remaining hours when a ticket has been solved. So if a ticket takes 1 hour to solve and
Deduction for prepaid hours
All, We often work with prepaid hours (with a discount). In that case, the customer buys 10 hours with a discount which serves as a buffer. Is it possible to deduct hours from this buffer? If yes, is it also possible to deduct these hours only when a
Request : Additional Account Lookup Field for Ticket Layout
We need to assign 2 separate "Account" fields from the "Account" module on ticket forms. Our use case is as such : We do reply to our global distributors on tickets and the "Account" field is normally used to mark the tickets based on our distributors'
Desk Merging New Email Requests to Existing Tickets
Can anyone confirm what criteria Zoho Desk uses to determine whether an inbound email creates a new ticket or is added to an existing one? I had assumed that an email would only update an existing ticket if the subject contained the ticket number e.g.
Ticket number is not correct in the mail body [Feature: Sending Scheduled Reply to Tickets]
Hello there, I have noticed the following error, it relates to this new feature. When a scheduled email is sent, the agent who configured the email receives a confirmation email. This contains the correct ticket number in the title, but the number in
Schedule ticket responses
I am often up late working customer tickets, but I don't want the customer to know that I am working at 1am, or I have a customer that has a follow up question to every reply, and I need to space the responses out a bit so I can get some other work done.
Allow field dependency definition between multi-picklists and multi-picklists
The "Page Tips" entry paragraph on the "Field Dependencies" setup page says that : Field dependencies are filters that allow you to change the contents of a picklist based on the value of another field. You can create dependencies between two pick lists
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