Cost Report
Hello, I'm looking at buying a subscription for Zoho Desk and one of the requirements for my departments next ticking system is to be able to run a report that can break down costs for my team. For instance. We have 9 departments within our organization
Search all records API
Hi Zoho Desk Team Using the search all records API "https://desk.zoho.com/api/v1/tickets/search?limit=100&_all" If I remove the "limit=100" records that will be fetched is only 10, and by reading the documentation the limit to search records is only up
Support Hub Display Preferences for End Users
It would be great if end users could select their default filters for viewing tickets. We've had users wonder why they can't see any tickets and that's because it defaults to Open and My Tickets. I see the benefit of keeping it clean but it would be nice
Add New Column for New Field [Priority] in Priority Mode View
Hi Team, Wanted to know if I can add the new filed [Critical] that I created for order of priority in the Priority Mode view as shown below: Any help would be great!
New contact not showing up on search or in Edit Ticket
Created new contact and submit. Open existing ticket to change the contact information to the one I just created. name of contact is not showing up on list, searched name of contact on contact center, no results. Tried to create the contact again, zoho says it already exist and shows on the duplicate contact bar on right the contact i previously created. No search result in different ways i.e. by name, by email address, by first name, by last name
Average number of tickets per customer each year
Hey all, Can someone help me on how to generate a report in Zoho Desk that would give me the average amount of tickets per customer each year for the past 3 years?
System Tray Application
I'd love to see a small Windows/mac installer that would have a system tray icon with our logo. When the end user clicks the icon, this should allow the user to chat, or fill out a web form. This could also give the user the ability to include screenshots
Monthly Release Round-up - June 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Introducing Integration with Google Analytics 4 With Universal Analytics (UA) been sunset from July 1st 2023, we have introduced integration
Unable to process request, please try again later?
Hi, I am trying to add external email addresses to my "from address" section, and although i have added a few successfully, there is one specific address for some reason I cannot add. I have tried adding other emails and they were successful, it seems like it is a problem with this specific address.
Change language of an article in HELP CENTER
Hi, we first had the Zoho DESK set in English language and made some articles in the HELP CENTER. Now we changed the language to Dutch, but the Articles are only visible when I choose English in the HELP CENTER. Can I easily change the language of the
Guided Conversation Enhancements: Send and receive locations during chat session and view flow metrics
Hello everyone, We are excited to announce two new enhancements in Guided Conversations. Earlier this year, we introduced Guided Conversation, a self-service platform that allows organizations to empower their customers and employees to find solutions
Track tickets moved across departments
Hi there, I'm just wondering if there is any way to track tickets being moved to a different department through reports? We have the professional edition so we don't have access to custom functions. Thanks
Does Zoho Support use DKIM for outgoing email?
We are using Zoho Support to help our customers. The responses go out via email, sent by Zoho's mail servers, on behalf of our support address (e.g. support@mydomain.com). (We don't use Zoho Mail) Does Zoho Support use DKIM ( http://en.wikipedia.org/wiki/DomainKeys_Identified_Mail)
Possible to create a serialized article review process?
We understand how the article review process works. It is possible to have many reviewers for the same article. However, only one can actually publish. Is it possible to create a workflow so that we can choose to review in a specific order? Such as Editor
Client Cannot Access Her New Portal: Cookie Is Disabled (But Is It?)
Hello, Has anyone run into a problem with clients unable to activate their portals because they cannot set their own password? I started using Books a few months ago and only created about 20-30 portals so far. Most seemed to work but 4 people told me
Unable to process request when sending ticket from help center
Hi. I was creating a ticket on our help center and I get an "Unable to process request" error.
Customer Happiness ratings
Hello. Is there away to to disable the happiness ratings for different categories/sub categories that has been used? Or will this not be possible and only count for ticket that are closed? And as well, can the logo be disabled on top of the email or can
Customer Ticket Template
Hello, is there a way to create a new ticket format when customers opens new ticket so that every time any customer wants to open a ticket he has to fill some fields like Ticket Reason ( issue , question , request ) Ticket Department (Reporting , Support
DMARC reports showing 0% SPF Aligment from emails from Zoho. What's the correct SPF Record
Hi Everyone, We are trying to improve our email security by blocking all potential threats but getting the correct SPF alignment from emails sent from Zoho is proving to be more difficult than imagined. As mentioned in the setup / dkim, we used the following
Categories and Sub Categories
Hello. I'm trying to find a way to change the Categories and Subcategories in Desk. I'm unable to find a way to change, add, or remove anything. When we create a new department we might need to add a few other fields to fit the inquiry user contact us
Showing All Channels in Help Center is Problematic
Hello: There needs to be a way to disable channels featured in the Help Center. Nobody in our industry uses Twitter or Facebook and it looks like we are being unreachable by not setting up the Feedback Widget. Is there any way this can change? Also, there
Zoho Desk's Instant Messaging | Feature Updates | June'23
Hello All, As we advance into the year, we're eager to bring you this quarter's feature updates, where we'll run you through the significant updates in the Instant Messaging module. I hope this info is insightful as you continue using our IM module to
Bulk Close Selected Tickets Not Possible
Greetings Zoho One of the limitations I've found rather frustrating within Zoho Desk is the inability to bulk close certain tickets. When searching a specific criteria, you are able to select all tickets shown in the search results, but the close option vanishes allowing me to only 'merge' said tickets. Often I can find myself with sometimes 100+ tickets that need closed and I have to close each one individually which is very time consuming. Please could you add this feature, or let me know if there's
Notifications are blank. I get new notifications on my phone, but Im not getting anything on the web.
No new or old notifications are showing.
Send and Close button selects the wrong Closed Status when there is more than one configured,
We have added a new closed status of Idea Logged. When we choose this it closes the call as expected. We have another team that assess the ideas outside of ZohoDesk. The problem we have is that when we use the Send and Close button on a Ticket it now
Accounts/Contacts being created when a new Ticket is submitted through my Support Mail on Desk
As of currently when different people (even Spam) send mails to our support mail configured in Zoho Desk we're populating Zoho CRM with unwanted contacts like the ones coming from Spam and all that stuff Is there any way to disable this? Please your help
Emails are not sending from Zoho Desk
Emails stuck outgoing, 30+ minutes and still nothing. Nothing is wrong with our Exchange server, it is just when emails are sent through Zoho Desk: {"response":{"error":{"code":7009,"message":"No data available"},"uri":"/mail/SupportAPI"}}
Attention! Planned maintenance will take place on 17 June 2023, between 1:30 AM and 2:30 AM GMT
Dear Customer, Planned Zoho Desk maintenance will take place on Saturday, 17 June 2023 from 1:30 AM IST and 3:30 AM IST. We'll be using this time to upgrade our app servers, which will help us maintain the reliability of Zoho Desk. During the maintenance
Blacklist Domains
Is it possible to blacklist domains so they are blocked from registering for Zoho Desk or once they've filled out the registration form they are blocked automatically?
Trigger Alert via workflow / custom function
Hello, it is possible to send an mail alert via deluge? Sure, we can send a alert directly via a workflow rule but there you are limeted to the workflow criteria. We need to check some complex condidtions an so need to use a custom function. But inside
two step option to close a ticket
hi i want to check if we can implement a Two step ticket close option. at times we click the close button by mistake and the ticket gets closed. if there is a two step option, then a reconfirmation will be asked before a ticket gets closed.
Planned IN data center maintenance on Sunday, 11 June 2023 from 6:00 AM to 6:30 AM IST
Dear Customers, Scheduled maintenance will take place in the IN data center (DC) on Sunday, 11 July 2023 from 6:00 AM IST and 6:30 AM IST. Expect 30 minutes of downtime if your account is hosted in the IN DC. During the maintenance window, Zoho Desk will
Support Agent Reply should have a template or choice to replace email Subject
We have our tickets created through an API and Ninja Forms in WordPress. The ticket Subject is set to something meaningful for the agents to know the topic of the ticket (QA, Break/Fix, Comment, Issue, ....). While this is great to see within Desk for
Zoho Desk's ASAP SDK | Feature updates | June '23
We are excited to announce new ASAP SDK features and enhancements. To better meet your needs, we've updated our product with convenience in mind. Let's dive in and explore the new features and enhancements we have lined up for you. Multiple ASAP configurations
Monthly Release Round-up - May 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Enhancements in Web Accessibility Control Two important enhancements that were made under Accessibility controls were: Introducing Increased
Zoho Book Integration - Actions not usable in new UI
Hello, unfortunately the new Desk UI is not realy usable, because essential functionalities are missing in the official Zoho Book Integration! For example, for accepted estimates only the option to "clone" is offered, in the old user interface the actions
Workflow Rule is not called reliably
I have configured a very simple workflow rule: But sometimes it is simply not called, I have no idea what the reason could be. The rule has no criteria, so it should ALWAYS! run - but it does not. When I look in the ticket history, I can see that other
Contacts Info - Customize which fields are shown
Hello currently when viewing a ticket. The contacts info section on the left in the ticket details only displays the contacts name, email, company, mobile and office numbers. It would be nice if there was an option in layouts as a checkbox to show a contacts
Customize the look of the rating page (customer happiness rating)
Unfortunately, the DESK feature customer happiness rating page looks like this: You can only control the following things (regarding the design): Change the Icons for the Good, Okay, Bad rating buttons Change the logo of the department You can't control
Text field length validation rules can't be defined
The "Basics of Validation Rules" section in the "Creating Validation Rules" help page reads as : Basics of Validation Rules A validation rule for a field can consist of conditions like whether a value needs to be filled in, a specific expression it shouldn't
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