Zoho Desk Notifications Stopped
It appears that the notifications in the desktop web session have stopped showing up so I no longer get the red dot appearing over the icon to show a new one. The last notification listed is 30th August after that, nothing. Does anyone have any insights
Has anyone actually gotten Zia Field Prediction to work?
Title. The more tickets we have available to train on the worst the confidence level gets.
Set plain text as default.
Hi guys, All my emails should be send in plain text and it's very annoying change from Rich Text to Plain Text every time I've to send an email. How can I set Plain Text as default?
Pre Paid Blocks of time
My customers buy X amount of support time. Once a ticket has been resolved that used time is deducted from their support contract. Please show me how this is achieved? This is the same question as asked here. But from the link posted. This does not answer
"Reply all" can also CC to addresses that are also connected to Zoho, thereby disrupting ticket management
What happened? 1. info@yourdomain.com and support@yourdomain.com also connected to Zoho as Email Channels. (Support@ is the default.) 2. customer (customer@example.com) wrote email to info@yourdomain.com and also CC it to support@yourdomain.com 3. when
Email-direct-to-ticket Functionality - Hidden from Help Centre/Customer
New to ZohoDesk, but long-time CRM user just adopting ZD - can't find an answer to this in the KB or community so far! Is it possible to email direct to ticket, but without such emails appearing to the customer? We are a B2C customer service provider,
New Updates to Zoho Desk Notification Center
We've made a series of updates to the Zoho Desk notification center to improve how agents manage and respond to notifications. These updates address common challenges faced by agents, such as not being able to apply a filter to view notifications where
Any way to have the total time from all tickets being merged show in the master ticket
Hello, I noticed when I merge 2 or 3 tickets, that the only time shown in the time entry tab is the time that was in the ticket chosen as the master ticket. This could be a problem when pulling time reports. Is there a setting that enables time from all tickets being merged to show in the master ticket?
Blank screen with my main account ("Banned" according to support)
Hi, To make it short, I contacted support because I get a blank screen when I try to access Zoho Desk to check if it's a viable solution for one of my customer. According to them, the screen is blank due to the fact that the old account was inactive for
Multiline text fields no longer supports bullets?
We previously used a custom multi-line text field and have recently determined this no longer supports the bullet (unicode U+2022) - is this by design?
Change Zoho Desk Super Admin
Hi Zoho support team, May we ask on how we can change our super admin for our subscription? Currently, the person in our company primary contact and account administrator is different from our super admin This is because we are trying to enable the chat
Guided Conversation Widget - Can it Auto-Start?
Finally got our guided conversation to work like we hoped and create tickets. Doing some testing this morning of how to lay it out on our website and rather than getting an active chat dialog, I'm presented with this (relatively hideous) thing I've never
Discourse integration with Zoho Desk
Hi, We want two-way integration between Discourse forum with Zoho Desk, Any topic created on the forum will create a corresponding ticket on Zoho Desk. Any subsequent posts on the forum should appear as a customer reply on the same Zoho Desk ticket. Any
Unable to Star Ticket List Views
I currently have 9 ticket list views "starred." I had 12 starred a few days ago, but while trying to troubleshoot this issue, I removed some lists I felt I could do without. Whenever I click on the star from a ticket list view to add the view to my starred
PGP Support
Hello. Are you planning to add a PGP support to Zoho Desk? Thank you.
Compressed notifications create more work make them useless / Notificações compactadas criam mais trabalho e as tornam inúteis
Not fit for purpose. / Não é adequado para o propósito. The problem is that the most important notification @MENTION ... is now lost in a tier that you have to click on each one to see if you were mentioned. This should be a priority notification and
Inviting Clients to Meetings and Receiving Meeting Invitations in Zoho Desk
Hello, We are a B2B and therefore we need our agents to be able to send and receive meeting requests in Zoho Desk. We use one support address for our clients and we then assign tickets by the manager of the Deal in Zoho CRM. We want the assigned agent to be able to accept a meeting invitation from a client and have it integrate with their calendar in either Outlook or Zoho Calendar. We also want an agent to be able to invite a client to a meeting from Zoho Desk. Ideally sending a meeting request
How do I change the default close status when I hit the "Close Ticket" Button?
Hi Gang I have several closed status, however I want one as the default. At the moment it is defaulting to one that I don't desire. How can I configure it so that it defaults to my preferred close status?
CRM Related Lists in Desk
I set the name of the Custom modules in CRM as ShipmentItems in zoho desk. Where should I see this modules information in zoho desk?
Attachments on Forwarded or Replied emails
Replying to an email with previously attached files all attachments are removed. Forward cannot be used as the email is flagged as private. Is there a way to reply to include attachments to a reply as the alternative right now is download all attachments, compose the reply, re-attach all attachments which is very cumbersome to do.
Split ticket option is not showing on the "More actions" menu
Hi Team! I want to report that the "Split as new ticket" option is not showing on the "More actions" menu, as showed on the documentation on: https://help.zoho.com/portal/kb/articles/spawn-a-new-ticket You can see this behaviour on our client the following
Zoho Desk layout Save
Hi Every time I try and update the customer layout and save it comes up with - Unable to process your request Please help
ASAP Unable to raise ticket
Hi, I have created a new ASAP widget, but when you click on raise ticket in both the preview and live, it just presents a blank box with no form to fill out. Can anyone assist?
Email Approval in Zoho Desk
Hello! We would like to set-up an approval process, so that agents will prepare the reply to a ticket, the reply will be sent to an agent who will act as approver and then the approver should have the option to: -Comment requesting for improvement of
How do I customize the Knowledge Base tab in our customer portal?
It looks like we only have the option to customize the Home Page of the customer portal. How can I gain access to control what shows on the the Knowledge Base? It shows 'Recent' and 'Most Viewed' articles - but what if I want to arrange specific links
Closed Tickets
When will an update to the Zoho Desk add the ability or functionality when the ticket gets closed it says closed. As of now when I close a ticket people can reply back to the same ticket and it will reopen. It shouldn't be an issue when this was first
Organize your knowledge base articles in a custom order
Hello everyone, In your knowledge base (KB), articles can be displayed based on the time of creation, time of modification, or in a custom order that allows a static view of articles in the help center. Previously, the custom order was an option limited
Edit Format of Subject in Helpdesk Mails
Hi all, is there any way to edit the format of the subject in desk mails? Currently it's looking really ugly. I would prefer to have the Ticketnumber at the end and also a space after "Re:". Current Format: Re:[## 104 ##] Test Ticket Preferred Format:
Line application won't create a new Ticket
Previously, when we resolved a customer inquiry through Line chat, we would close the corresponding ticket. However, starting last week, we encountered an issue where customer queries within the same chat were not assigned new case numbers or marked as
Track agent work activities and attendance with the agent attendance tracker extension
Hello everyone, In this post, we will discuss the importance of tracking agents' attendance, the current challenges that businesses are facing in this area, and the key benefits of monitoring daily activities. Managing agent attendance effectively is
Is "Agent" as broken as it seems?
I just want to pass this by the community because I'm certain I'm missing something here: Out-of-the-box, Zoho Desk has two pre-defined Roles: CEO and Manager. It also has a few pre-built user-types (each of which have a pre-assigned and uneditable Role
Pin Comments in Zoho Desk
Hello, I'm writing to ask if there is a way that we can add a "pin" option to comments so that a "pinned" comment would show at the top of a ticket for review? Also would like to suggest if there could be a tab at the top section for "comments" section
Improved communication with bulk WhatsApp messaging
Dear Desk users, We have added the option to send WhatsApp messages in bulk to multiple contacts. Agents can select multiple contacts from the All Contacts View list and send WhatsApp messages to all of them at once. This action is useful especially when
Auto detect language in desk
Hello. I'm wondering if there is a setting in Zoho Desk that can automatically detect the language of tickets created in Zoho. Currently, we're experiencing issues where some tickets are marked as -None- for language, while others are correctly identified
Sorting tickets by the most recently updated first
How can I sort tickets by latest activity/last updated ? Is this possible?
How to remove desk-mailer.zohodesk.eu from New Ticket email from address
Hi Can someone advise how to remove the desk-mailer.zohodesk.eu From the auto email. Both the Agent and Customer email as this email address in the from and it looks very ugly and unprofessional. I have setup the additional email accounts and custom SMTP
Changing department name
Hi, I want to change the department name from customer success to customer support. Will this change have any consequences to the department id (which we use in Zoho Analytics) or email address etc?
Zoho Desk: What's new in 2024 | Feature release
Zoho Desk's 2024 release is here! This year, we are bringing you a range of highly-anticipated features, including some that are designed to meet unique and industry-specific needs. With solutions for personalization, automation, AI, ticket management,
How to create a workflow that automatically split as new ticket in Zoho Desk
How to split a ticket using custom function in workflow where all new email or reply with same customer will be split as new ticket to avoid merging of ticket number
Views on KB Articles
In the insights section of an article there is a view count. This number is also available in the list of kb articles. How can I get a list of all kb articles with views? It;s not in the exported data nor is in the advanced analytics area. Would
Next Page