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
Chatting / IM - Zoom or Microsoft Teams integration?
Is it possible to have Zoom or Teams set up as an IM option? Also, if possible, is it also possible to limit it to a department? We want one specific department to have the ability to IM (or chat) but not enable it for another department. The general
3CX and Zoho Desk
Hi, I want Zoho Desk to open the related Customer Contact Card when an advisor accepts the call on 3CX. They already manually copy the number and search Zoho Desk but surely there is a way to make it automatic? I have found https://help.zoho.com/portal/en/community/topic/contact-search-api-sends-204-every-time
SPAM - ticket numbers
Hi, We receive a load of spam tickets. Problem is each ticket coming in takes up a mass heap of unique ticket numbers. Question is, When we empty the spam folder do those same ticket numbers get reassigned?
Delete acct
How to delete my account
VOIP pbx that route calls based on ticket number
I'm looking to see if there is a VOIP/pbx system integrated with Zoho Desk that allows you to assign the call to the agent based on the ticket number. Anyone have experience with this?
Redefine customer experiences with Blended Conversations
Zoho Desk's Blended Conversations feature is here! Blended Conversation is a fruition of Instant Messaging framework and the Guided Conversation bot builder, a low-code platform for customer self-service. The IM framework helps businesses seamlessly integrate
Connector deployment in zoho for third party integration
Hi Team, I would like to create third party integration with zoho Desk and Want to deploy my code bases in Zoho any where. Can you please confirm that is it possible to deploy custom code/script for third party integration to zoho environment. I have
Unable to create ticket with SPAM contact that is not showing in SPAM list
My agent is trying to open a ticket and is getting the error message "You cannot submit a request for a SPAM email address." The email address is NOT showing in the SPAM email list, neither is the contact. How can we stop this?
end user/contacts associated with multiple accounts
When will we have the ability to let an end user/contact be affiliated with more than one account, so they can sign in one time and see the open tickets etc for all of the accounts they are affiliated with?
Is there a way to stop closing a ticket that has open tasks
We want to be able to prevent a ticket from being closed if there is an open task associated to that ticket. I don't see a setting for that.
Export as PDF Case ticket
I see there is a way to bulk export data as CSV file, and within the cases ticket, there is only a print option. Is there a way or workaround to export as a ticket as PDF? My only solution at the moment is sending it to print, and previewing as PDF and
Federated Login via LinkedIn not working
LinkedIn has changed to Sign in with LinkedIn Using OpenID Connect and it's not working with Zoho federated login now. Please can you update your support for this?
Getting access to Zoho support tickets submitted by other members of the organization.
I am currently trying to find a way for someone to have access to all other support tickets within our organization so I can track the progress and make sure they are followed up.
Log emails sent to CRM Contacts in DESK in CRM
Is there anyway to add emails sent to CRM Contacts from with DESK in the CRM so they appear in the Sent Emails to the contact. Currently to get a complete view of correspondence with a CRM Contact you need to view both EMAILS and DESK TIckets inside the
As an Agent I want to see KB's created by X Agent.
Hi all, Does anyone know a way, as an Agent, to list articles created by yourself, or any other chosen Agent? If this is a custom view where I can choose the Agent from the dropdown somehow that would be perfect. Thanks! Rich
Sending Emails Through Zoho Not Allowed
I have a new agent in my organization who is trying to send an email to a customer through the Zoho portal. When he tries he get's an error saying he doesn't have sufficient permissions to send the email and to contact an admin. I've checked his account
Delete my help account
I need assistances to delete my account in help.zoho.com. Thank you.
Back Button UI / UX
When answering a ticket, the way to get back to the list of tickets is to click the back button, circled below: Unfortunately, because this is so small and located on the far left, it is extremely easy as a user to accidentally trigger the flyout menu
Keep tickets for department
Hi, We have some situations in which we need to deactivate the Zoho Desk Department (we have several), but need to keep the tickets accessible (in case of future legal matters). Does anyone know of workarounds or know of future upgrades???
Desk - Finance Integration: Line Items and Default to Contact vs. Ticket
I'm using the Inventory and Books integrations with Zoho Desk, and these are very useful. There are a few things that could make this even better, though. My company manufactures durable goods and sells via e-commerce. Our support runs through Desk. We
Snippet issues
1) you can only create, delete, and edit snippets while making a reply. That means if I want to create a snippet, i have to enter a ticket and then click "reply". Does this make any sense at all? There should be a stand alone page for making canned
Workflow to log time spent in an department
Hi, We have a reporting ask to be able to see how long a ticket has spent in one department as tickets get moved around a lot of our departments frequently. When a ticket is raised in Department B and then moved to the Department A we have a workflow
Pick a light agent as ticket owner
My collegae is a light agent within ZohoDesk. I would like to set him as a ticket owner, so I can monitor the progress of this ticket. But I don't see his name/profile when i want to set the ticket owner.
Pourquoi Zia ne peut pas être activée dans mon Help Center ?
Bonjour, Je ne parviens pas à activer Zia pour traduire automatiquement les articles de mon Help Center ?
How to prevent ticket re-activation at reception of absence notices?
If we mail the customer and have to wait for his response, we set the status to 'Wait Customer'. If customer as configured an auto-responder, the ticket gets thrown on the agents desk right seconds later and additionally the agent gets an email about
Tickets mail blocked. Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8
Hello, our Zoho Desk emails are being blocked with the message: Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8 Can you please get this r
Ticket email notifications delayed
Our staff / agents have been seeing delays in times between submitting comments and the emails regarding said notification. The delays have been happening since Wednesday, and have ranged anywhere from ½ hour to 6 hours. Is there a Zoho mail server issue
Reported on number of views for knowledge base documents
I can find the overview dashboard for Knowledge Base where it reports our trending KB docs etc, but do we have a report on knowledge base documents that lists them all in order of most visited? The dashboard currently only shows the most visisted but
New Enhancements in Zoho Desk and MS Teams Integration
Hello all, We are super excited to announce some new enhancements in our Zoho Desk and MS Teams Integration. Zoho Desk and Microsoft Teams integration deliver a unified platform for optimal management of support tickets in a single workspace. To provide
How may I open a new ticket from Guided Conversations?
I want to build a GC and collect some information from the customer. I would either direct him to available documents or open a ticket for further processing by an agent. How can I open the ticket in a certain layout and define the required values as
Zoho Desk Font preferences not saved in the user context
Hi! In our company we decided to use Verdana as our font for Mails and therefore mostly every user changed this in his personal preferences. Now I changed the PC with a different web browser and wondered, why my font changed to another one then Verdana
Zoho Desk Notifications
Hello, I am curious if anyone would have a solution to this issue I am having. Within our ticketing system we utilize several different ticketing statuses to stay organized. Most statuses are "On Hold" status type and we have our agents set their views
Tracking how long ticket spends in one department
Hi, I'm just wondering if it's possible to track how long a ticket has been in one department for? Our tickets usually get moved across departments a lot to resolve them so I just want to know if there's a way to figure out how long it spent in one particular
Creating a View in Desk
Creating a View in Desk for all tickets where you have been mentioned. For example their is a ticket and someone adds a comment into that ticket and mentions me (@Iain)
Remove Powered by Zoho at the footer
Hi, I've read two past tickets regarding this but it seems that the instructions given are outdated. I assume the layout keeps on changing, which makes it frustrating for me to search high and low. Please let me know how exactly do I do this now? Th
Office 365 SSO Integration
We currently have all our users configured locally in Zoho. We want to connect Zoho to Office 365 using SSO. How do we merge existing users with their Office 365 profile? We dont want to delete users and their history. Is there a process to merge us
Zoho Desk Brand- add on in Social Module
Hello! Where can I purchase brand add-ons in Zoho Desk (under Socials)? Zoho Desk Professional currently can have 1 Brand only. I want to add more brands so I plan to purchase add-ons but I can't seem to find anywhere in the website where I can purchase
Monthly Release Round-up - September 2023
Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Allowing agents to share Snippets Snippets are canned or templated messages that agents often use for common questions or enquiries
Missing Privacy Policy checkbox in advanced Webform
Hi, We moved our webforms from CRM to Desk. In CRM, you have the chekcbox field about Privacy policy, the user needs to check before sending the form. IN FOrm, there is a soecial Term and Conditions Fields which could be used. However, no such field exists
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