Setting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer and
Turn off Knowlege Base Follow options and Follower lists
Is there a way to hide or turn off the option in the Knowledge Base for users to follow specific departments/categories/sections/articles? If not, is there a way to turn off the public list of followers for each of those things? Otherwise, customer names
Zoho Desk ticket Draft Saving causes Focus to be lost
Hello, I've experienced and had a number of reports from my other team members that we've recently started having an issue where when Desk's automatic draft saving takes place (we can see the "Saved XX:XX" text changes to "Saving draft..." and the cursor
Need help setting up automated customer reminder sequence for tickets awaiting customer reply
Hello Zoho Desk Community, I am trying to set up an automated reminder and closure process in Zoho Desk for tickets where our team is waiting on the customer to respond. We have a ticket status called: Open -- Awaiting Reply The intended workflow is:
Re-Apply SLA When Ticket Reopened from Closed Status?
If you have an SLA applied, timers are deactivated when going to "On Hold" status type and reactivated when going back to an Open status type. What we discovered is when a customer replies to a closed case and it reopens, the SLA is not applied and timers
Problem with the blueprint flow.
Scenario: 3 departments in a single environment: A-B-C agents from department 1 D-E-F agents from department 2 G-H agents from department 3 Since we've been using Zohodesk (2023), agents can assign tickets to the correct department using the blueprint
HOW TO: Searching a thread (email body/text) with a custom function, allowing filtering and specific actions
We are still trialing out Zoho at this time, but have found a major expected feature to be missing - the ability to search within the text of an email for automation/workflows. NOTE: You need to create a connection for zohodesk under settings -> Developer
New tickets with empty image contents
Dear Support. From the end of last week onwards customers send messages for new tickets through microsoft graph (by email to support at procert.ch using the procert portal). We have an issue with the emails because well packed images are no longer visible.
Zoho Desk: Auto-resizing of the "Description" textarea when creating a ticket.
I would like to suggest an improvement for Zoho Desk regarding the Auto-Height-Resizing for Description field on the “Create a Ticket” page. It would be highly beneficial if the editor supported auto-resize functionality, allowing it to adjust dynamically
SPAM Filter cleanup
I was under the impression that the SPAM filter would automatically clear itself, however re-reading the message it says: What does this mean? How often does this get emptied automatically?
Zoho Desk : How to Filter Tickets by @Domain or Email Address
Hi Zoho Desk Support Team, I would like to know how to filter tickets by a specific @domain or email address in Zoho Desk — not by Contact Name. For example, is it possible to search or create a view that shows all tickets from a particular domain (e.g.,
Zoho Desk: Quick Filter/Quick Search InputBox in Ticket View
Hi Zoho Desk Developer Team, I would like to suggest adding a “Quick Filter” search box in the Ticket View page. It would be very helpful, We can search for it immediately by ticket title, email, sender name, or ticket ID directly from the view. This
Custom View of tickets created today
How can I create a custom view that list all my ticked created in the current date? Currently, if I select the "Created Time" criteria, the "Current Time" option does not work as today. Actually, I don't know how it works this "Current Time".
Extract a list of Contacts
Hello, How can I extract a list of contacts with the Account Name, Contact Name and Contact Email with the criteria to filter by: Only accounts with specific Product. Contacts with email Contacts that are Portal User. I was able to almost get that using
Customer having issue accessing Helpdesk Portal
Customer is having issue logging in He is using the correct link and email address Has tried different browsers but still no luck Attached are screenshots and log files Please can you advise
Zoho Desk Themes
Are there any zoho desk portal themes? This is something the likes of Zendesk and FreshDesk seem to offer. Thanks
GEO and Zoho Desk
Has anyone done anything with GEO (generative engine optimization) and zoho desk KB? Are there any plans from Zoho on adding the ability in inject GEO scripts in KB Articles?
Block opening tickets vía email DESK
Hello, I want to block the functionality of opening tickets when someone send an email to our support email address. Actually everybody in the world can open a ticket in our systen just sending an email to our support email address I don´t want this feature!!!!
Push conversation to operator in guided conversations
I really would like to push the conversation to an operator from a specific deppartment in guided conversations, just like Zobot in sales iq. It would help a lot. For me it does not make sense to use sales iq for messenger, instagram and others, because
Delete a department or category
How do I delete a Department? Also, how do I delete a Category? This is pretty basic stuff here and it's impossible to find.
Default ticket template in helpcenter
Hello, I have a web form and a ticket template created. How can I make that my default ticket template? If an user clicks New ticket or create a ticket, I want that template to be the default one. Thank you for the time and info.
Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente
Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente! Isso é ruim pois so,os em 5 agentes e o cliente fica sem saber com quem ele está falando, pois tentei procurar configurações que pudessem ter esta opção, mas até então não encontrei.
hide resolution from help centre
to my surprise, i just found out that the resolution text is public in the helpcenter, even if 'notify customer' is off. is there a workaround to that? how do others deal with this? How zoho support does this and I don't think its used by Zoho in the first place. the resolution is meant to be private, not public
Remove or hide default views
I'm looking to only have the views pertinent to my organization. Is there a way to show only my custom views (or separate them to a different area or something)? If not, this should be a feature as switching from Zendesk we had this option...
Upgraded sentiment analysis model for more accurate detection
Hello everyone! Sentiment Analysis in Zia is being upgraded to a newer model to improve how customer sentiment is detected and interpreted. This transition is aimed at getting better contextual understanding across all supported channels. As part of this
Adding contact to account automatically in helpdesk?
Hello, We're using Zoho desk to managed our helpdesk tickets. Is there a way to add contacts (email senders) automatically to an account based on their emails domain name? For example: when UserA@companyx.com send an email to our support mailbox, a trigger or a workflow would automatically add the userA to Companyx account if it does exists Please advise Thank you
Import KB template OR Export template for zoho desk?
Greetings. Can you tell me if there is a way to get an EXPORT of my KB articles? OR is there a template you supply for importing KB articles into my zoho desk? I am looking for a method of understanding what fields can be imported, and what their possible
Customer Support Portal
Hi, As I am dealing with and waiting for help with a serious Zoho Mail issue, I tried to submit requests and manage my requests by logging into the Customer Support Portal, but it keeps saying that I do not have a valid email address and cannot login.
In Desk KB article, how do include an image in a numbered list without using a number or bullet?
We need to include images in our KBA steps as a numbered list. Here I have numbered steps. I want the image no numbering or bullet. Open Purchase Order Entry. Select the mail icon: Select the Save button. I see your own articles have images in number
Pinned important comments and threads in tickets
Hello everyone, We are happy to announce that users can now pin important comments and threads in a ticket. This feature helps agents quickly access the customer's requirements and stay updated on the latest developments to ensure they have up-to-date
Agent Ticket awareness
I am trying to develop a system in desk that posts a comment every time a new ticket is opened. The goal is to alert agents of other open tickets. And make them aware of recently closed tickets. I have tried flow and work flow. I can get a comment to
Add bulk ticket merge functionality in Zoho Desk
Hi Zoho Team, We would like to request a feature that allows agents to merge multiple tickets in bulk instead of merging them one by one. Current Limitation At the moment, tickets can only be merged individually. This becomes very time-consuming when
Secure your help center profile with Multi-Factor Authentication (MFA)
Hello everyone, With the rise in security breaches and compromised passwords, keeping your account secure has become more challenging. To address this and enhance security of the help center, businesses can enable Multi-Factor Authentication (MFA) for
Zoho Desk - Cannot Invite or Register New User
Hi who may concern, we encountered a problem that we cannot invite user or the visitor cannot register for a user at all through our help center portal, with the snapshot shown as below and the attachement. It always pops up that "Sorry, Unable to process
Email adding to existing ticket
hello Is there some syntax i can add e.g. to the subject line / body of my email that when it reaches the Zoho portal will add the request to an existing ticket. e.g {123} Currently if i have an open ticket and a customer emails me direct, i then forward
Zoho Desk - Support Plan by Time Log Hours
Hi Desk Team, When creating a Support Plan, it would be great to have an option under Plan Type for Time Based Plan. This would be based on the number of work logs created for a customer account. It's very common to offer a support contract which has
Undo send and download multiple files
Like Gmail, I'd like to: be able to download multiple files simultaneously, rather than download one at a time; and have an undo send feature.
Workflows being applied and the Large unwanted popup
When a workflow is being applied do to an action, then the Agent is left with a large Window asking if they would like the see the changes this workflow did. Is there any way to disable this prompt from appearing?
Problem in usage zoho
Difficulty to submit the from in my training to handle ticket on your free trial
Email notification for followers
Is there a way to enable email notification for followers of a support ticket? ie: Ticket #123 is owned by Agent#1, Agent#2 adds themselves as a follower. Whenever ticket #123 receives an email from the customer, Agent#1 receives an email. Agent#2 would
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