Open ticket directly if the search string is exactly the same as a ticket ID
Hello there, from many other systems, I am used to the fact that the element I am looking for opens element directly if you have used the exact ID as the searchstring. This saves a few seconds and a lot of frustration! Example: I want to search/open the
ticket reopen again after rated
when ticket closed, It re-opened again after client rated it.
some emails are not getting forwarded into zoho
I've noticed over the past couple of days that sone emails are not being forwarded into zoho. I see them in my Gmail inbox, so the issue doesn't appear to have anything due to email filters. Anyone else experiencing this?
Summary Time Fields
Night all, I am having a challenge, and I do not know if I am doing something wrong. I have created a status report, using the "Ticket" Table as the primary table. My issue is when i select any field from the "Time Entry" table and there is more than
2 different email channels for same department - how to control notifications?
Hi, I'm thinking to add another email channel to my Support department related to training. The reason is that training is done by the same team, so I want to gather all the stats under one dept. Currently I have an email 'support@company.com' and want to create a new email, 'training@company.com' to open tickets within the same department. Is it possible to have emails coming in from training@company to: not receive the ticket creation/closure notifications have them follow a different (simpler)
Ticket layout ID in Zoho Analytics ticket table
Hello there, in Zoho Desk directly, you can use the "Layout" column under Analytics: If you have activated data synchronisation to Zoho Analytics, you will lose this information. There is no column for the layout ID in the ticket table in the standalone
Search for the ticket number directly via URL
Hello there, the known problem is that you cannot search for a specific ticket number in the search function. I have already addressed this in this post, if anyone else sees the need for a corresponding search functionality, then I would be very happy
Maximizing Layout rules using ZOHO Deluge to ZOHO DESK
Hello Everyone, Currently my team have a concern regarding limited layout rules in ZOHO DESK. Is there a way or solution who anyone can share a script on maximizing the criteria of the layout rules? Hoping for your suggestion and comment. We do appreciate
[URGENT] Applications in the EU data centre cannot be used?! Total failure
Hello there, currently the services cannot be accessed! What is happening here? The problem has existed since today 07/02/2024 09:00 GMT+1
Zoho's 2024 Customer Experience Workshop is here | First stop: the USA and Canada
Hey everyone, We're excited to kickstart the 2024 edition of the Customer Experience Workshop in the USA and Canada on February 15. The main goal of the workshop is to help you explore, learn, and make the best use of Zoho CRM Plus, which can help unify
Adding task to tasklist using Projects integration from desk
Hello! I've just added the Projects integration into desk, and i tried creating a task from a ticket. The task was a new task list on a project, and i hoped it would be possible to create a new task on an already existing tasklist. Anyone know if this
Zoho Desk's Instant Messaging | Feature Updates | Feb 2023
Hello All, We are back with some exciting updates and feature enhancements to meet your business communication needs. Let's take a look at what's new in the Instant Messaging module. Multi-number support for WhatsApp users If you have been using the WhatsApp
Zoho Desk Ticket Resolution Update via Zapier (Formatting Question)
Hello, I am trying to send a ticket resolution update into a Zoho Desk Ticket, and I want to add new lines to space out the content. However, when sending the request to update the resolution with newlines, the request fails stating it is formatted wrong.
Sorry! I'm not yet ready to answer you.
How do I configure Zia to start answering. No matter what i do Zia just says " Sorry! I'm not yet ready to answer you."
Add Ticket button in Home view
When I go to the My Tickets or the Knowledge Base view in our Help Centre, the Add Ticket button is available, but not in the Home view. I would really like for it to be displayed in the Home view as well. Is this possible? Thanks.
invalid_code
I have given correct client id,client secret and all other details but im gettin the output as invalid_code
Removing new sparkles next to the setup/gear button
Is anyone else annoyed by those new sparkles next to the setup/gear button on the top right of your zoho desk screen? I would like to get rid of them but I asked a customer service rep and they said they're permanent now.
Automatic ticket owner assignment for email response - workflow is not triggered
Hello, If a completely new ticket is answered via e-mail, the current user is automatically set as the ticket owner. However, this action does not trigger the workflow... Trigger: Criteria:
Google: "Allow less secure apps: OFF" required for Zoho Access
Today I change my Google setting to "Allow less secure apps: ON" Suddenly the warning messages came in because Google considers Zoho mail less secure. I was no longer able to access GMAIL via Zoho. Is there a way I can keep "Allow less secure apps:
Zoho Desk RSS Feed for KB and Community
Hey guys, I searched and searched but found nothing on this topic. Can anybody clarify whether it is possible to get the RSS feed of Zoho Desk's KB and Community sections?
Max Date Range Validation for Date Fields
Hello, I would like to create the following: A StartDate field and an EndDate field, the maximum date selection should be between 4 weeks. It should not be possible to select more than 4 weeks. For example: A user selects January 1st as the StartDate
Assign multiple departments to multiple helpcenters
Hi there! I have a reseller company for a software and I'm using Zoho Desk as my helpcenter and ticket management system. The software is great and I would like to make a suggestion! With multi-branding activated, your departments that visible in help
Direct assignments route tickets to specific layouts so you don't lose any field values
When using direct assignment, the tickets will always be redirected to the default layout of the department. It would be very nice to select to WHICH LAYOUT you would redirect the ticket, so when the ticket is created with custom fields with information
Widgets
How i can change the ticket category in widgets , the available only is the My ticket stats ?? I want to change it to another one.
Open Ticket reminder to customer
I want to use the supervise rules, I think, in order to send out reminders to customers with open tickets saying something like - "You have an open ticket, we hope it has been resolved. If wee don't hear from you within 2 days we will close the ticket".
Accounts
Hello! Can you confirm how we are supposed to be using 'Accounts'? I read the help like its supposed to be a company/organization not individual user accounts. However, when we check it appears with test users and our accounts. So that's how we are going
Sending email notifications based on language
Hello. I would like to know how we can bypass the default notifications (which are just in English) for when a ticket is created/replied to/closed, to be in other languages, based on the language field in the ticket? I can create other email templates,
Hide "Search In Help Center" seach bar when user is not logged in to the customer portal
When a customer goes to our customer portal and are not yet signed in, they see in the header the search bar. Unfortunately, if they are not signed it, they can't click on it or search it, so there should be no reason why it displays. It just takes up
NEW SEARCH FEATURE
I must say Zoho is one of the best platform in reaching out to users and making the most out of the many great features embedded in the software. But I must say there's something very important lacking in it. Ability to search and find users using features
Add an account for the customer service
Hello Sir, I am the business owner and I want to add an agent for the handling the Zoho Desk. Currently zoho understands me as an agent, however I just want to be the admin of the account. Thanks and Regards, Bhavana Sahukar
Zohodesk - is there a way to update change a CLOSED ticket date when a ticket was left open by mistake?
Is there a way to change the CLOSED ticket date on a ticket that was actually completed but the agent forgot to close it?
custom layouts
hi. during preparing new layout can we manage more attributes in one page without scrooling down and up?
show tickets issue
is it possible to show more attributes without scrooling down and up
Cas d'utilisation Bot (Sales IQ) et Desk "Conversation guidée"
Les 2 fonctionnalités semblent largement se chevaucher ; Quand et Pourquoi utiliser le Bot de Sales IQ ou la Conversation guidée de Desk ?? J'ai vu aussi ASAP et pas bien compris comment tous ces modules foncctionnaient
[Critical] Massive delays with e-mail
It takes half an hour or longer for emails to arrive or replies to go out! Another thing I have noticed with outgoing e-mails is that I see an error message when I click on "Show original" (tab "HEADER"). If I click on the "CONTENT" tab, the mail body
Forwarding of E-mails Received at Desk
Hi Community, How can I automatically forward emails sent to @****.zohodesk.com to Zoho TeamInbox from the Desk feature? I would be happy to hear your good ideas.
Permissions to allow Agent to export to csv from Zoho Desk Analytics
We have a need for agents in our zoho desk application to export tickets to csv. The csv option is greyed out. Where do i go to enable this feature for various roles or for the whole departmnet
Agent no longer getting notifications
One of our agents has lost the notification feature, last notification was back in Nov 2023. Is there a way to subscribe back to getting the notifications again? Last notification message was Nov of 2023 and no more new notification has come in since
Implementing ASAP on site with Content Security Policy headers
Has anyone tried implementing ASAP or Live Chat on a site with a decent CSP header? I can't seem to get it to work. I came this far: header("Content-Security-Policy: default-src 'self' https://*.websitemachine.nl https://*.zoho.eu wss://*.zohopublic.eu
Activating a Rule When a Specific Agent Responds in Zoho Desk
Hello, I am inquiring if it's possible to create a rule in Zoho Desk that activates only when a specific agent responds. For example: if agent X responds, can the ticket be set to UNASSIGN? Thank you for your assistance.
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