Track individual and team performance with essential KPI metrics
Hello everyone, Dashboards provide both real-time overviews and detailed summaries of important business data that support strategic analysis, planning, and decision-making. They provide a snapshot of the team's progress resolving tickets, performance
Custom Views, Labels, and Color-Coding in Zoho Desk
I've come across a custom view feature in other ticket management software that I would like to ask be implemented in Desk as it would fit quite nicely with Desk's fluid interface. Basically, it allows users to create custom "queue" views based on whatever
Workflow Rule to Change Ticket Subject on Creation
Hi team, I’m experimenting with Workflows in the Enterprise version but need assistance. How can I configure a Workflow to automatically remove prefixes like 'RE:', 'FW:', or '{EXTERNAL}' from the subject line of emails?
How to add footer in the custom widget
I am creating my custom widget for ASAP integration in Moodle as i only need knowledge base and submit a ticket there in the moodle, There was some translation issue in default module widget now i found the way to create separate widget and show in the
Anyone use Multi-Language? Export file doesn't have all fields
To anyone who successfully implemented the Languages>>Multilingual feature in Desk? The export file I'm getting is missing a lot of fields and picklist values. Did you face that also? If so, how did you address it? I have a support ticket for this but
Cannot access Zoho Desk (Support)
Hello, I have an issue similar to this thread. A Zoho Desk user in our account is able to verify access to their profile. However when they choose "Access Zoho Support" they are redirected to a page with title "Sign Up for Enterprise Plan". Screenshot is attached. This user should be an administer on our Zoho Desk. The user email is keewah.chung@exprealty.com Our portal ID is: exprealty Any help with this login issue would be much appreciated. Thanks!
How to remove the "disable ticket closure notification" from agents profile?
Hi May I know how to remove the "Disable Ticket closure notification" function for support agents while closing the tickets? Actually, support agents are disabling the closure notification before closing any tickets. I want to remove the disable function
Restrict end users to only one help center
We have multiple help centers, but want to define which end users can access which portal. I can't figure out how to do that. It seems that they have access to all portals, even when inviting them just from one.
How does one correct sentiment analysis on a individual support request?
Scenario: I took a phone call from a customer and created the support ticket while on the call. The customer was quite happy and pleased with our software and our support. When I saved the ticket, Zia reported that the ticket was negative. I know this to be incorrect. How do I fix it?
Getting Organisation ID in Zoho Desk
Namaskaram, Check this link to know about Getting Organization ID (Org ID) in Zoho Desk. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers
Knowledge Base - Primary Departments to Control Article Reviews and Feedback to Ticket Conversion
Hello everyone, We have an important inclusion in the Knowledge Base module: Associating a category to one or Primary Department. Up until now, a category could be associated with more than one department. This allowed the agents who were part of multiple
Default Support Email
I have successfully added a POP email account to my Zoho Support. How can I make it the default account for replying instead of making me select the From each time or instead of the xx@zohosupport.com email?
No Slack integration
Hi, Our company recently subscribed to the Standard version of Zoho Desk, and during our demos and trial, Zoho was available in our setup. However, we’ve since learned that Zoho Desk is not supported in Canadian data centers. To work around this, we considered
Adding dependent field values
Hi, I'm at the very early stages of setting up Zoho Desk but can't find how to enter ticket category values such that sub-categories displayed are dependent upon the selected category. I have both category and sub-category fields on my ticket layout and
Ticket for a lead
Is there a way to create a ticket for a Lead vs a Contact? We have prospects that need assistance while using a demo of our product. It only seems to let you choose from Contacts and if you put in the name/email of a lead it will create a Contact.
Auto Assign based on first reply
Is there a way to automatically assign a ticket based on the first agent to reply via email? Example: Client sends an email to help@mycompany.com All agents receive notification email First agent to reply to that email will be assigned task Also, why
Twilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving calls
Overview of all activity in tickets / threads
Hi, I'm wondering if there is a possibility to create an overview of alle activity in DESK? By all activity I mean, all comments, posts, replies, new tickets, etc...? With the purpose for a manager to have an overview of what is happening in DESK, without
API for drafting an email for zoho support tickets
Hi, Is there any ZOHO API available for drafting an email for zoho support ticket.? Please let me know if there is such API. Thanks Shams
Merge Fewer Work Tickets
Every time someone emails our support email it automatically opens a new ticket. However this email is getting used a lot and multiple tickets are being opened for the same issue. Is there a better way to streamline this so we aren’t having to spend as
Set Status when replying
When sending an email reply (to a ticket), is it possible to automatically set the Status at the same time i.e. with one click? I previously used Zendesk which did this by providing options like Submit as Open; Submit as Pending, Submit as On Hold
Zoho Desk Autumn Release - 2024 — Post 2
Continued from Zoho Desk Autumn Release - 2024 - Post one Automation Reply directly from the IM channel during specific blueprint transitions Agents can respond to a ticket through an IM channel right from within the Blueprint. For instance, if a customer
How to change the ticket layout when manually opening it?
I need to change the ticket layout displayed while opening it. I already have the ticket field I want to be filled, but I cannot display it during the ticket opening process. Just to be clear, I am referring to the ticket opening process inside the Zoho
WhatsApp and Desk ticket integration not working
Good morning, We have integrated WhatsApp for Business into our Zoho Desk and we are able to have conversations with our clients without any problems. We are also able to raise a ticket from a WhatsApp message, however this is where the integration seems
Application of zoho.adminuserid parameter in deluge
I want to use the sendmail function in Deluge, but when I call zoho.adminuserid as the sender, I found that the email address is actually my account’s address. I’m supposed to be just a regular user account, and after checking the Company settings, I
Can I trigger an action in an extension using automation in Zoho Desk?
I have integrated Zoho Survey in Zoho Desk. I'm wondering if I can create an automation that would send a survey based on the classification/category of a ticket when it is closed. Is this possible?
Blueprint transitions are compatible with IM tickets
Hi everyone, We are excited to announce that Blueprint transitions are supported for instant messaging (IM-related tickets in Zoho Desk. This is designed to streamline the process for agents managing IM tickets, making it easier to engage with customers
Zoho Books and Zoho Desk Billing Time
Is there a way to integrate Zoho Books and Zoho Desk so when an agent logs time on a ticket, a client can be billed for the time. worked. Thanks, Cameron
Help Center Mixed Access Settings
Is there a way to give some Help Center End Users access to all of the tickets on the account (like managers), but other users access to only their own tickets? Thanks!
Block Duplicate Phone Numbers?
We provide more phone support than we do email support. As a result, we do not collect many email addresses. Desk prevents duplicate contacts by checking email only. We need to check for duplicate phone numbers also. A solution we found is the following
Zoho Desk integrates with Qntrl for effective task management
Hello everyone, We are happy to announce that you can now integrate your Zoho Desk account with Qntrl. This integration provides an effective way to manage tasks, collaborate, streamline processes, and deliver projects on time which helps to collaborate
Workflow auto-assigns ticket without being asked to
To prevent ALL tickets from being replied to on create, we have disabled that notification, and replaced it with a workflow. The workflow criteria checks the sender, and then sends an auto-reply that the ticket was created. However, we have 2 huge issues
Nested picklist. Showing only top level in report
Hi, We have a ticket field that contains a nested list category field. I'm looking for a way to create a report that shows the number of tickets in that list. But I only want to display the top level category. With a sum of all underlaying nested chosen
No confirmation email after signing up for Help Center
We have set up a help center for our customers and want to enable them to sign up themselves. I tested this a while back and it worked fine. However, now there is no confirmation email being sent after signing up and getting to the following screen: However,
Auto CC feature - unclear behaviour
Hello, I have activated the setting: but what does it exactly? I was testing it: - created a new ticket manually - clicked on "Reply" --> No mail address was inserted into the cc-field:
ZohoDesk Private Departments
How do you determine the Portal link to send to End Users of a private department?
Is it possible to send a auto email when a ticket is created?
Is it possible to send a auto email when a ticket is created? containing their ticket number
Alert vs. Email Reply in Blueprint / Workflow
Good evening, I have spent most of the day trying to figure out the best way to achieve what I believe should be a fairly simple task. Our CRM system automatically generates a support ticket when a property compliance certificate is within 30 days of
Ticket customer to be created as CRM Leads
Hello, We noticed that when we create a tiocket or a ticket is created from salesIq Chat, the contact name use in the ticket create a contact inthe CRM. Our process is that it should create a Leads instead. There re no way I found to change this behaviour.
Is it possible to create a Zoho CRM lead from within Zoho Support?
Hi, my client has a group email address enquiries@domainname.com. They're thinking about linking that to Zoho Support. This would work well for customer service emails but I'm wondering how they would handle new sales enquiries. Is it possible to create
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