How to prevent Automation Replies to be send to customer when tickets are created on our end?
Hi there! We are trying to set up an automated reply when a customer writes in. The automation reply should only be triggered when the customers send an email to us. However, it seems that when we "Add Ticket" and "Submit and Send as an email" the automation
Cannot Update Custom Field Using Custom Function
Hi Team, I am testing a simple custom function in Customer Payments module. I created a custom field in customer with API name cf_avg_days_to_pay. However, this simple custom function won't update that custom field. Can you point out what am I missing?
Zoho Finance - Desk Integration - RMAs?
It's currently not possible to initiate the Inventory sales return process through the extension on Desk. As one might imagine, most return requests are handled by customer service agents who live in Desk. This seems like it would be a good addition to
Prevent duplicates in single-line custom fields in tickets
Right now it is possible to add duplicate entries in custom fields in tickets. My specific requirement is related to the single-line field. A few of my clients are using Desk to manage communications regarding incoming bills from their vendors. One client
Zoho Desk's Instant Messaging | Feature Enhancements | Oct '23
Hello All,
We spent August and September working on many under-the-hood improvements. What was the result? The Instant Messaging module comes with stability and some of the most-awaited enhancements. Let's explore the latest enhancements released in
Matomo Analytics in Knowledge Base
We use self hosted Matomo Analytics for privacy friendly tracking of user behavior on our websites. Is it possible to place a tracking script in the Knowledge Base website? I can only find settings for Google Analytics and PageSense. I've manually pasted
Look Up Ticket by Ticket #
Zoho Desk has no good and quick way to pull up a ticket given that ticket's ID. There needs to be a quick and reliable way to do this. Many other systems accept the Ticket # in the URL. This is simple, easy, very quick, and lets us dynamically link to any ticket. Zoho Desk does not support this. Searching by Ticket ID is the next fastest thing. This works great until it doesn't. The search bar only searches a specific date range unless you go to the search page and change it. That makes sense when
Effective June 1, 2023: Updates to the WhatsApp conversation-based pricing model.
What's the latest in WhatsApp conversation-based pricing? Businesses already using the WhatsApp Business Platform will be charged per 24-hour conversation. Different charges will apply to different conversation categories. Effective June 1, business-initiated
where do i find department_id
im not getting deoartment id.
Zoho Desk Customer Portal URL Broken
I had to reset the DNS records for my domain, and the Zoho Desk record got lost. Now I can't access Zoho Desk and reconfigure the portal. How can I solve this issue?
Where do I add / verify site. Upload the Bing XML file on your web server
Hello, I have a custom name for my help desk. https://support.filmservices.me where do I upload the XML file on the web server? Or am I being daft and it should be added to my own domain / DNS server filmServices.me ? Thanks J
The #original_sender tag is not detected when email encoding is base64
Hello, I believe the #original_sender tag is not detected when emails "content-transfer-encoding" is base64. I've been sending mails through SQL and when it's received by Ticketing platform, the original message is detected to be encoded in base64 and
Zoho Desk | Multi-brand Help Center | individual access settings per customer
Hello, we intend to set up two independent help center portals to allow customers individual access to the respective portal or both portals. This decision is based on the need to provide customers with differentiated access to the ticket area and the
Automatically deny access to zoho desk for final user
Hi, Does anyone has already write a custom function to automatically deny access for a final user when a account's field has been updated? Is there an other way to do that with out a custom function? Thanks for your feedback and help.
Parent child ticketing
Hi All, do you know if there is a way for all time logged against a child ticket to be added to the parent ticket in a different department?
Zoho Desk's Instant Messaging Feature Update - Increase customer engagement with WhatsApp's Interactive Message Templates.
Coming Soon! A messaging feature to take your business to the next level by adding WhatsApp Interactive Message Templates to your customer conversations. One of the latest features of WhatsApp business is the introduction of Interactive Template Replies
Desk access to Knowledgebase for SAML users
Hi, In Zoho Desk, you have the flexibility to set categories and permissions for users and groups, but the 'users' database is horribly inflexible. A user in an existing company cannot log in and see articles relevant to their business without an agent
Ticket View - Sort by Account
Is there a way to sort by "account" in any of the ticket views?
Data administration | Export Data | Help Center Articles - CSV export is not valid [Bug]
Hello there, when exporting Help Center articles, an essential aspect in the standard for CSV files is not met. See RFC 4180 for details: As you can see on the screenshot the article starts in line 1 and due to the line breaks in the article text the
Agent Management page enhancements request
It would be nice if the Agent management screen had some additional features: A tab for Full Agents. Light agents exists, All agents exist but there isn't a listing of full agents. This would be a nice feature. License totals and licenses used. It would
Cannot reply to ticket
i have a situation where when I click "Reply" "Reply to All" or "Forward" on certain tickets, it doesn't open the editor and start a reply. What happens is that is "shrinks" the current message I am looking at (in the same fashion as what happens when
Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
Desk - Finance Integration - Can't 'Mark as Confirmed' Sales Order
When a Sales Order is created from the Desk interface, there is no way to get it out of the 'draft' status without actually emailing it to the customer. There are many, many, many, many cases where this isn't the workflow. In the regular Books / Inventory
Desk vs FSM
Anyone using the two together? Not sure what’s the best way to make our workflow. Usually we ticket for everything we do in our company. In this case do we ticket for remote calls/services (that require no onsite visits ) and use FSM for just onsite calls.
How to Re-Send Happiness Feedback to our CLOSED Tickets
Hi Zoho Desk Support, good day. I would just like to inquire if there is a way for us to RE-SEND the happiness feedback to our CLOSED tickets to our users like at least 2 months ago up to the present. Thank you.
Layout field label in Help Center
Is there a way to modify the "Layout" field label to something else using CSS? I was told it could not be changed via the English language file.
Dynamic filter criteria (placeholder) in views (current user, current date etc.)
Hello there, from the everyday other software solutions one is used to the fact that one can use placeholders with regard to filters. It is not efficient to filter based on the current date and have to edit the filter every day to manually change the
How to reset formatting to default font size (12)?
Hello, I've set the default font size for my replies in Zoho Desk to 12, but if I click the "Clear formatting" button, it switches the font size to 10 (which is the default for Zoho). How to configure Zoho Desk to use my customized default font size (12)
Monthly Release Round-up - August 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Introducing Teams logos While creating teams, logos can be used to represent each team for quick identification. Users can recognize
Ticket Tags Analytics
Is there a way that ticket tags will that show up in Analytics or can it? We want to see when a particular ticket comes in without clicking through all the tagged tickets. We created the tag for this purpose hoping there is a way to see the Analytics
Automatic warning when the time quota for customers is exceeded
Hello, in Desk we store times on the respective ticket, so far so good. Now, certain customers have a time quota, which we have to keep track of. How can we map the requirements in Desk as automatically as possible? I imagine the following: (1) Agent
Why can I not change the email associated with my profile on the Zoho Help Center and Community?
Hey all, I was attempting to change the email associated with my account here on Zoho's Help Center, however, the email field is unresponsive. It will not allow me to make any changes. Is the customer login here on Zoho Help Desk no longer independent
Relate Products to Desk
I have a request from my organization to be able to associate products a customer has ordered and have that information display in Desk when a Customer opens a ticket. How can I go about this?
Not able to link leads to Facebook
It says that I have Search disabled by facebook but i've got the setting for permissions entered on FB page already
Deactivate old contacts (without deleting)
Hello there, under this post I asked if there is a possibility to deactivate contacts.I received the answer that currently there is no possibility at all. So now I would like to share this idea with you. If contacts leave the company, or are no longer
Customize Article Titles
Is it possible to customize the style of an article title? Right now, it just a default black color and a default font. I was wondering if it would be possible to customize the style of the article title in order to change the font and color. I have been
Shared Snippets
Snippets is Zoho Desk are really helpful for quick responses. However Snippets are only specific to each user who creates them. It would be SOOOOO helpful to have shared snippets. So for standard information we can share the snippet answers with the entire
Account Specific Knowledge Base or Article?
We often have Clients email for the same thing again and again. For instance, they may want a report that we generate for them about their specific system. 3 months later when they've lost it they emails us again for the same report. I see that we can
Not able to attach documents to emails
Submitting a ticket to zoho help is also not working.
Bug in Setup search
Searching in the setup does not take you to the setting, instead it redirects you to zohoone. The behavior was tested on different PCs, browsers and incognito mode. Anybody else have this problem?
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