Knowledge Base 'Recent Articles': show less Articles
Hi Zoho, is it possible to limit the number of articles displayed in the "Recent Articles" Widget? Right now it is 5, we'd like to display only 3. We will not upload too many articles in the near future, so old articles will always remain in the "Recent
Contacts View
Hi, I am setting up Zoho Desk with the CRM integration because Desks Twilio integration is much better than CRM. I was able to set up the two way sync and import my CRM contacts, however I am not able to filter my leads with a 'Contacts View'. When creating
Archive Tickets
Hello, As an Admin user, I can search for tickets in the search functionality, but those that are archived only appear if i click to search in 'all modules' rather than 'tickets'. One of my colleagues who is an Agent doesn't have the option to search
DESK Customers issus
I don't want anyone to see the POTENTIALS section in DESK Where can I turn it off?
How do I deactivate email notifications for support tickets?
Hi, I have an account as an agent for my company. Right now I get emails for all support tickets, but I don't need these - I just work on the Knowledge Base. How do I unsubscribe from email notifications for tickets? Thanks.
Developer Environment?
Hello! Quick question, I couldn't find it anywhere but is there any form of development environment in which I can test stuff before I apply them to a production environment?
Does Zoho Desk have a Dev instance?
I'm coming from a ServiceNow Team into Zoho Desk. ServiceNow had a Developer Instance that we would configure and test, before moving it into Production Instance. Does Zoho Desk offer this? If I'm working on a trigger or workflow, I don't want to disrupt
Desk Sandbox
Hello folks, As most of main Zoho software (CRM, Creator...) have a sandbox account. How feasible Desk will have the same in a short coming time? Is it an option in development? Thanks!
Test/sandbox/staging environment for Zoho Desk
Hi there, My company is using Zoho Desk and also the API for Zoho Desk for some internally developed features. Currently, we have a dummy department "Test" to help test our features and interactions with Zoho Desk's API before integrating a new feature.
How to change the time zone for dates in email template placeholders?
Hi, We have enabled some email notifications on specific actions such as "mentioned in a comment". This uses the default email template provided in Desk, which contains the datetime placeholder "Case.Recent Comment Time". The problem is that this placeholder
How to create a Deal in CRM from a Desk ticket linked to same Account and same Contact of Zoho Desk ticket
I know that there is this topic: https://help.zoho.com/portal/en/community/topic/automation-9-convert-zoho-desk-tickets-to-new-deals-in-zoho-crm But I would like that the function search for a correspondence between the ticket email equal to the CRM contact
Asterisk phonebridge outbound click-to-call error
I have installed the Asterisk Phonebrige and connected it to Asterisk Manager. Successfully received inbound call pop-up on Zoho desk. But when I'm trying outbound call, the Zoho/ztiadapter said: INFO: Inform Asterisk to Make Call ================= toNumber=
Being able to see if a user is on a ticket prior to opening ticket
Some of our groups do not use auto-assignment so we would like the ability to see if someone else is IN a ticket from the Classic/Compact/Table View main screen.
Contacts permission control in Desk
In CRM, Can use the organization to access the contact's permission control. The creator can only see his own data. I would like to ask if this permission control function can also be achieved in Desk and how to achieve it.
Jira integration, not all statusses seem to be synched
Hi There! A lot of things have changed since we last spoke about the Jira integration. It works so much better and almost in a perfect wat for us. Our setup is as follows: - We link a Desk ticket that needs bugfixing to a ticket in Jira - In Marketplace,
Mark ticket as private inside a public department (activated helpcenter)
Hello, sometimes you work on tasks that should be linked to a customer, but this specific customer should not see the tickets in the portal. Currently, the following cannot be achieved: -> leave the ticket in the department -> keep the link to the contact
Is it possible to customize the resolution tab of Requests
We would like to be able to have pick lists for resolution so that we can easily pull the data for later analysis. Free-text is much harder to aggregate data from. Is this possible, or could it be possible with some small changes?
Adding a profile photo to a Support Agent profile
I have looked everywhere to find how to add a profile image to my Support Agent profile. I have one for my Zoho main account but it is not pulling through to my Agent account. I have gone to the every account location I can find, and nothing. There is
I need a historical report to find out who works tickets on Mondays
Hi I'm having some issues understanding how to create a report in ZD. We're smaller company and the first hour of everyone's Monday is spent answering tickets. The person assigns the ticket to themself, answers the customer, sets the ticket to closed,
How to change E-Mail-Address of Zoho Community account
Hello there, I couldn't find a general area where I could have asked my question. So I'll just ask my question here in the CRM area. If there is a suitable general community area, please move it there. I would like to change the email of my Zoho Community
How do you schedule an email in Desk to be sent later?
Often times I write an email after business hours and want it sent in the morning during busienss hours. I use GMail's send later feature for this. I'm trying out Zoho Desk and am not finding this feature. Does this exist? If so, can someone explain to
Limited Contacts view
Hello everyone, We're working on improving agent productivity for situations where we use limited access profiles to manage a specific set of tickets. Ideally, we'd like to filter the contacts list to show only contacts related to their currently assigned
Turn off tickets
Hello I would like to enable the 'Knowledge Base' as a reference guide, however, we do not use ticketing so need to disable all ticket options? Claire
How to add additional contact fields to add ticket form in help center?
The default add ticket form in the help center accepts the customer name and email (contact fields) and of course, the related ticket information. When the ticket is submitted, a contact is created with the name and email, the ticket is created with its
CC Field not showing in left pane for Agents on Help Desk Tickets
Hello, In the previous version of Zoho Desk, help desk agents were able to easily add more people on to the ticket by using the CC field in the ticket properties pane on the left side. My boss has not switched over to the newer view style and still sees
What is a valid category name?
I'm trying to organize my KB and entered the name of a Sub Section as "Actions Tab" and received the following error in red: 'Please enter a valid name'. I need some direction as to what's wrong with that name. Please help.
WhatsApp message after the weekend
Hi, We've received a WhatsApp message on 24 feb. One minute after this message, our automatic response was send to this person. However, when we want to pick up this conversation today (so after the weekend), we are not able to send a message. How can
Time Entry Macro
Is there a macro (or a way to set one up) that we can use to more easily put in time for tickets rather than having to go to a different tab, then switch back to the "Conversation" tab in order to close the ticket? My manager used to use a program at a previous company that they would simply press: "+Xm" to put in time for "Minutes" or "+Xh" for hours. (ex: +5m for 5 minutes, or +2h for 2 hours).
Hide "All product" tab from product filed
Is there a way to hide "all product" tab when a user open a ticket? I wold like that a user could decide between related product of his Account.
Is there a way to add more than 1 contact email to a ticket?
Our customer want to have several persons being notified about the ticket once created and to follow the progress during the resolution. Is there a way to have more than 1 email address being used to communicate with our contact?
Zoho Desk Not sending or receiving emails
We have had over 6 hours of consistant issues sending emails out via zoho desk. Nothing is going out. Also, all incoming mail seems to be giving us the same prompt "content not available, try again later". How can a service be down for 6+ hours? This
How To: Ticket Status Updates via E-Mail reply
Hey Zoho Community! 🌟 I've developed a custom function to make my ticket management a breeze, and I thought it might be handy for you too. Let's dive into how this function can simplify your ticket workflow. What's the Buzz? Picture this: Your emails
Auto Assign "Non Billable" in workflow
Good day, is there a way to auto-assign a ticket in a workflow to "Non-Billable" We receive a large no of alert tickets from various devices, we have a workflow that auto-assigns the ticket to tech and auto-closes the ticket, since these are only alerts
Deduplicating Products
Hello, Is there a possibility to deduplicate Products (as for contacts deduplication)? Could that be done using a function ? I've over 10K records to depuplicate. Thanks !
Audit Log is Blank?
Hello! I love the new Audit log idea but I can't figure out what is supposed to show in the audit log. Mine is blank but I thought it was supposed to show all changes made in my help desk including configuration changes, permissions, layout modifications,
Pulling Reports from Zoho Desk Customer Profiles
Hello. I'm wondering if there a way to pull a report from the Customer Tab in Zoho Desk. Once you click into the Customer, then Time Entry, it provides all billable times. This would be a super fast way to filter by Date range, and simply pull the relevant
"Are you an Agent?" - Can't remove this?
On the page for Zoho desk signin linked to our website, their is a link in the right panel that provides the ability for - a new user to sign up - a user to say they forgot their password - an Agent login How do I remove the "Are you an Agent? - Login
Hiding old CRM Contacts in Desk
I have an issue with contacts in Desk. We sync contacts from CRM with DESK and we have old contacts, eg staff members that have left businesses. The issue is when adding a ticket (most of our tickets are raised over the phone), staff sometimes pick
Zoho Desk Contact properties question
I'm using The Zoho CRM integration to synchronize Zoho CRM with Zoho Desk's Contact data. The synchronization process is successful without any issues. However, after the synchronization, the Contact Owner in the Contact properties displays the same group
Zoho Support Display Preferences - Records Per Page
Hi, We are finding that when we change the "Records Per Page" drop-down menu to 50, it repeatedly defaults back to 10 requests per page. Is this just broken? Is there another way to set the default number of Requests to show on a given screen? Thanks,
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