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.
Using Zoho Desk Knowledge Base to present a Known Bugs List to Customers
Hello All, Does anyone have experience with using zoho Desks Knowledge base to provide portal users with a place to see a list of known bugs? We are a SaaS Company and we sell our clients access to a web based application, naturally, we find bugs/issues
Native feature - parent child ticketing
Hi all, I think I don't need to elaborate on why the Parent-Child Ticketing extension is not really usable. I think we all agree on that :D (Parent ID/Link not available in reports, not available in Ticket Table View, not available in Zoho Analytics,
Further linking from child ticket is not possible
You are not presented with any linking options when you want to link a child ticket to another ticket ( I have realized that you are calling a relation between 2 child tickets as "peer child tickets" ). The button at the bottom of the sidebar reads as
Parent-Child Ticketing: Additional Link Type request
We require at least a 2. type of link ( 3. type if you count "Parent" and "Child" as 2 different linkage types) between tickets which doesn't force you to set one of the tickets as the "Parent" and the others as "Child"s. Sometimes we can receive tickets
The Parent-Child linkage gets broken on re-cloned tickets
Our agents sometimes do create clone tickets from already cloned ones. On such occasions the re-cloned ticket doesn't show any linked tickets on the "Parent-Child Ticketing" sidebar but the "Associated Type" field still includes the original tickets linkage
Merged/Deleted linked tickets are not being deleted from the Parent/Child extension list
The mouse pointer turns into a "Not Available" icon but it's hard to notice this change and also even if you notice it then the message is not clear. I've tried to understand what was going on a few times before realizing it. The link to the old ticket
Is it possible to automatically link tickets between departments via any of the automation features?
For example is it possible to define an action which sets an association between the 2 tickets when we forward a ticket to another department. I have checked the blueprint transition actions, custom functions etc and I can see that "Associate Type" is
Workflow Rule to Change Ticket Subject on Creation
Is there scope with Zoho Desk Professional to have a workflow rule that can manipulate the subject of a created ticket? Am looking at options for auto-forwarding email from a notification mailbox into Zoho Desk and am looking to see if I can strip the
Autogenerate unique usernames for Community Forum
Hi, we are a 2 sided marketplace like Airbnb and we use Zoho Desk's Community Forum. However, we do not promote it to our customers because it does not autogenerate unique usernames. Zoho's software allows people to use their full name, which we don't
Possible to populate help center user phone number through SAML login?
We are using MS Entra ID (formerly AAD) as our IdP. I want to be able to populate the phone number in the user's help center profile using SAML claims. Is this doable?
SDPlus Delete Support Respresentative
SDPOndemand i.e. SD PLus we need your help to delete Support Respresentative
Error: Zia powered by Chat GPT (Zoho Desk)
See attached image. I get this error when trying to use Zia powered by ChatGPT in Zoho desk. How can I fix? Yes, I do have credits in my OpenAi account and yes I've confirmed the API Key is accurately added into Zoho Desk...Thanks for your help.
Zoho Desk - Works Super slow and Lagging
Hello, Zoho Desk works too slowly. I have already called support several times. Each time Zoho support tells me to try it in private mode on the browser. But this solution doesn't work, same effect. We need a better Solution. Our support team cannot work
Instant Messaging Update | Now migrate your WhatsApp Business phonenumber from another BSP to Zoho Desk | Dec'23
Hi All, Everything seems to move at lightning speed these days, and time is certainly flying by for the IM team. But we are delighted at how much ground we covered this year. 🚀 For one, we enabled WhatsApp business phone number migration so that you
Best way to clear the response due date in deluge?
When trying to reset the response due date to empty programmatically, I get an internal server error The format works for resetting the due date but not the response due date, is there a specific format I need to use for response due date instead?
Unable to Expand Zoho Desk Replies
Hi, There appears to be an issue with Zoho Desk UI as I am unable to expand my replies. I have cleared browser cache and tried multiple browsers with no luck. Regards, Free Zoho CRM Extensions Record Analytics - Embed dynamically filtered Zoho Analytics
Reopen ticket on specific date/time
Is there a way that we can close a ticket and setup a reopen of that ticket on a specific date and time? (without using the "on hold" ticket option)
Customers cannot receive e-mails from Desk
Hello, We have this issue with one of our support tickets. When trying to e-mail a customer, they do not receive our e-mails. When looking into it, I found this error in our support@ e-mail inbox: This message was created automatically by mail delivery
Is there a way to view closed tickets in status mode?
Hi, Is there a way to view closed tickets in status mode? Thanks,
GrassHopper VOIP Integration
Does Zoho Plan to integrate with Grasshopper to allow the Telephony hookup in Zoho Desk? If not, Can this be passed along for consideration
Zoho Desk custom functions to merge tickets.
We have a situation where we want to create tickets for alerts received from another PSA. The tickets are currently creating fine, but the replies received to that ticket is not getting merged. We tried using custom function "Auto Merge Tickets with identical
"Display Tickets from private departments in the Help Center" and "Show departments list page on choosing to submit a ticket" don't works in my environment Zoho One
Hello, I've set up a help center with a public department and several private ones. In the help center settings, I have validated the following 2 options: - Display Tickets from private departments in the Help Center - Show departments list page on choosing
Missing Zoho Desk Data in Zoho Analytics
Hello, we have problems with the synchronisation between Zoho Desk and Zoho Analytics. We don't have general sync issues, it's individual records that are present in Zoho Desk and not showing up in Analytics. Of course, we have already tried to start
All emails out of desk bouncing back as undeliverble
As of about 3:45 pm central US time, all of our outgoing emails from desk began bouncing back as undeliverable. Contacted Zoho support who could not find the problem. Our email accounts are sending emails just fine from outlook. Is anyone else experiencing
We're revamping how you name custom fields.
Dealing with APIs and custom fields on a regular basis can prove to be tricky. When you create custom fields using an API in the back end, these fields are replicated in the GUI of your Zoho Desk modules. The labels your developer gives to every custom
Zoho Desk's Instant Messaging | Feature Update | Status and Notification Settings
Hi All, We have some helpful new features to highlight in Zoho Desk's IM module. Set your status as online or offline Instant Messaging has become one of the most popular tools for delivering customer support. One of the most simple, practical features
Using SMTP to manage outgoing email via an O365 shared mailbox
We use Microsoft 365 and would like to start using their SMTP to manage outgoing emails for our various Zoho departments. The issue we're running into is authentication - since each department is built using a shared mailbox, and shared mailboxes don't
Highlight Field in ticket information sidebar
Hi, we have a custom field, that get the data (support stop date) from the products. Now I want to validate this field and if the date is older than the current date this field should be highlighted. See the attached picture for clarification. Is this
Zoho Desk integration to Books, CRM, Inventory stopped working.
Wondering if it's just us. I don't believe any security permissions were changed in our tenant, however after nearly a year of using these integrations with desk it has stopped working stating "Insufficient Privileges to perform this operation. Contact
Is there an ability to keep the status field unlocked while having an active blueprint?
Hi, Is there an ability to keep the status field unlocked while having an active blueprint? Thanks,
Zoho Desk's ASAP announcement | Help customers find the content they need
Hi All, The expeditious Zoho Desk's in-article search for ASAP mobile SDK is here! Users can search for words or phrases within a specific article to find the most relevant content based on their circumstances and the issue they're experiencing. For example,
Change assignment from a Team to an Agent when edited by said agent
Hello, I am trying to create a setting/workflow for the below. Tickets are created when a SalesIQ chat is missed or someone emails our mailbox. These are auto assigned to the Support Team. We would like the ticket owner to change when the ticket is edited,
Remove Signatures from emails to ZOHO support desk
Hi There Is there now way for you to automate the removal of signatures when i email your support email? our signatures are dealt with at organisational level through mimecast , so i have no control over it, but I am not confortable having all my contact
Zoho Desk's ASAP announcement | Introducing the only text-to-speech app you need
Hi All, We're happy to announce the release of a highly anticipated feature for Zoho Desk's ASAP mobile SDK: The one-click text-to-speech (TTS) function for mobile applications will increase accessibility and make it easier for users to get support. Turn
Problem on a Workflow
Hi all, based on this answer: https://help.zoho.com/portal/en/community/topic/loop-with-other-ticket-system we have a problem if the process includes multiple criteria (see the screenshot): If we have only point 1 and 2, the workflows works properly.
Auto Merge
Hi, We receive emails from IT on another ticketing system. When a ticket is resolved on the IT system it send 3 emails; 1 update to say its been fixed, 1 to say the ticket is now resolved and 1 asking for feedback on the service. These emails are generated
Desk Not Creating Ticket From Email With Two 'From' Addresses
I have a situation where a specific customer sends us an email to our support@ address but Desk isn't receiving and/or processing just that customer's email. Anyone else sending to support@ works as expected. The only thing different about these emails,
Portal Customization
Is there any way to change the icons used for things like the ticket icon? Or a way to change the unprofessional looking comic character that comes up on the page when someone signs up for our customer portal?
Zoho Desk's Instant Messaging Update | New Integration | Nov '23
We're adding more ways to stay connected with your customers! Hi All,
We've been working on many improvements for the last few months, and we're excited to announce a highly anticipated integration with Facebook Messenger! Let's dive right into the benefits
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