How best to create tickets as an agent to request a response from the client?
In my business I have two ways of using the ticket system: 1) The "normal" way where my clients generate a ticket about some issue they have. This is the standard way all ticketing systems work. No problem here. 2) If I find an issue with the client's
Ideas for Getting People to Sign-Up to the Community & Tracking/Engagement Integrations
I'd love thoughts on getting people to sign up specifically to the community (since they need to create a login) and if there are other tools that integrate specifically with Zoho to help track and engage users? The current tools are a bit limiting and
Mail bounced as spam
Hi, I have configured a redirection from a distribution list to the email adresse of zohodesk but some of the incoming emails are rejected (bounced) by the zohodesk server as spam. They are rejected before entering in zoho desk. I have tried disabling
Is there a ZoHo workflow criteria field for a customer's most recent email response?
Hello All, I'm looking to build a ZoHo workflow (in Zoho Desk) that would search specific keywords within a customer's most recent email reply to a ZoHo ticket. Assuming it should trigger upon a customer reply. But under criteria (TICKETS), I don't see
audit logs
Zoho Support could have an audit log for Configuration changes, so that we can know which admin users made what changes to the system's configuration. Please consider.
Add and Track Pre-Paid Support Time in Zoho Desk or Books
Hello, I was wondering if there is a way to have something add and track Pre-Paid Support, and alerts me if the customer has credit left? I provide 1hr Pre-Paid Remote Support. And when I do, say, a 30min session, I need to have the Customer have that
Do contracts support prepaid blocks of time?
We have a need to create prepaid blocks of time and track them. Can ZoHo Support or any other ZoHo product provide this? Thanks, Sean
Contracts as Prepaid blocks of time
Does the Zoho Support tool or any other Zoho product support prepaid blocks of time. For example if a client purchases 10 hours of support services, then we would like to deduct time used from that block of time. Then as the time is exhausted, or more
Adding Custom lookup fields in ticket creation (Zoho DESK)
Hi everybody!: From my experience, i see that when creating a Ticket in Zoho DESK, the form uses the fields Contact name, Email and Telephone as lookup fields. This works fine but in not-so-developed countries like Paraguay (where i live) we use the Document
Lookup Fields in Desk
I would like to create a custom lookup field in Desk to look at contracts in Desk - can' seem to create a custom look up field.
Custom Lookup field Zoho DESK ticket
Our use case is the following: When agents take a call and open a new support desk ticket, our customers have a client ID which is a 3-4 digit number. We want to lookup the CLIENT ID number so it populates the account name, if we do lookup for account
Turn off notification new whatsapp conversation
Hi, How can I turn off this notification I get when someone starts a new whatsapp conversation?
Field Dependency rules based on multi-select picklist
Hi, Is it possible to create field dependency rules based on a multi-select picklist field?
Frustrated by support for Whatsapp in Zohodesk
I am posting here in the hope of hearing from someone at Zoho. Recently, we attempted to integrate our Whatsapp in Zohodesk. Working with the support team, we successfully completed the verification process to migrate our number into Zohodesk last week,
Schedule response to customer in Zoho Support
A lot of time we receive a ticket, and would want to respond to it immediately, but in an effort to stick with our SLA, we respond, and save the draft, to send at a later time. Unfortunately, in a lot cases, at that "later" time, we forget to send that
Schedule email response from Zoho Desk
Would like to schedule responses to tickets opened by customers to be sent at their morning time. Is this possible?
Zoho Desk, Customer Hapiness rating
Hello, is it possible to remove the smileys from the Edit Rating ? So when the mail is sent, it will just send text, without pictures (as in the Zoho support's mail). Thanks!
task flow from Desk to Projects
Hi, we are using Zoho Desk and Zoho Projects to manage and resolve customer support tickets. New ticket come in via Desk, after qualification and review, the ticket gets moved to Zoho Projects. In order to do this, a task in Desk has to be created. so
Knowledge Management with Zoho Desk - Upcoming Webinar - Register Now
Hello all, We are gearing up for our eighth session in the webinar series. Webinar Topic: Knowledge Management with Zoho Desk Date & Time (PST): December 13, 2023, at 11:00 am | Registration Link: https://zurl.co/iUHQ (IST): December 13, 2023, at 11:00
Email Ticket
Is there a way i can create a rule to have the system forward a ticket to an email after creation based on the subject? Thanks Rudy
Contact Name - First and Last Name
I've enabled integration between CRM and Desk and so far, this seems to work fine. This syncs contact first and last name in Desk with contact first and last name in CRM. Problem I am experiencing is that when in DESK a new contact is created on incoming emails, it puts first and last name combined in the last name field. So - if name is John Smith, it creates a record with first name = empty and last name = John Smith. This creates a lot of data maintenance which I want to avoid. Is there a setting
More Improvements for Ticket History
Please improve the ticket history it is tough to navigate - Include full time stamps, relative time stamps aren't as easy to work with or helpful when you're trying to look for exactly when something occurred. - Allow Time/Date filters
From Address verification is not working
Just a heads up that the verification process for New From Addresses is not working - no verification email is sent. I have confirm with Zoho Desk Support that this is a known issue that is apparently being looked at by the developers. It would be nice
Enable bulk actions on archived tickets
Hi, As per the presentation of the Bulk Action (https://help.zoho.com/portal/en/kb/desk/for-agents/articles/performing-bulk-updates-in-zoho-desk), it is not possible to perform bulk actions on some specific views. I don't really understand this restriction,
Live Chat in Zoho support
What is the difference and similarity between the live chat feature in Zoho Support and Live Desk?
Exposing endpoint in extension
Hi Team, Is it possible to expose an endpoint from extension such that I can send payload to extension from an external service ? If not , can you help me with the workaround ?
Obtain address fields from contacts in ticket
I need to be able to filter tickets by customer address. I have a Desk - CRM integration and can see from within Desk the address data from both contacts a accounts. I have created new address fields in Desk and would like this fields to be populated
Converting a Ticket from Desk to Projects, without creating a Task in Desk
Hi, we have Zoho Desk and Zoho Projects in place. Customers submit tickets on Zoho Desk, after reviewing they are to be converted to a Task in Zoho Projects, and associated to the relevant project. We dont use tasks in Zoho Desk, and unfortunately cant
Feature Request - Best Practices - Bulk-edit & Mass Reply
Use-case Support Best-Practices Most support ticket tools have the capability to mass-reply to tickets, for the use-case of when there is a mass-issue. This is particularly necessary for any organizations that from time-to-time experience complications,
Does Zoho Auto Save ticket information?
When we fill out fields in a ticket or add a private comment to a ticket, it seems to require us to click Save. At any time does it "auto-save" what we've entered so that we don't have to remember to click save?
Start Time / Stop Time
We previously used Autotask for our ticketing system. It had a great feature for entering time, when you opened a request you could start a timer running, then while working on the ticket you would update the actions that you took, then close the timer.
Zoho Desk not available in EMEA this morning
Customers and agents unable to access the portal. Is there a problem with server, and what is the expected resolution? Thanks
Bulk Redirecting Help Center URLs
Hello, We are migrating our self-service portal to Zoho Desk from WordPress. We have a bunch of URLs of pages that need to be redirected to an article or a page in Help Centre. Is there a functionality to upload bulk URL to have it redirected? If, for
Not able to create new custom module
Hi, I'm not able to create new custom modules. I've the highest possible role and permissions. What could be the problem?
Best way to get ticket age in Zoho Desk excluding on hold duration
Hi guys, would just like to ask the best way to get the age of a ticket already excluding the time when a ticket is on hold? For example a ticket filed on Jan 29, 2024 and it was closed on Feb 2, 2024 but it was put on hold from Jan 31-Feb 1, 2024 so
Time in Help Desk
Hello! I'm curious about how to adjust the time settings in my Help Desk. I've noticed that the timestamps on tickets don't match my current time. For instance, I received a ticket from a colleague at around 4 pm EST, but in the Help Desk, it shows as
Copy SLA
Hi, Is that possible to copy SLA in zoho support ? Julien Julien Grandjean Founder iDAYit www.idayit.com
GET /api/v1/tickets/{ticket_id} not working
I've a custom function which is perfectly working when I add a specific ticket id in the url: orgid = 2XXXXXXX; resp = invokeurl [ url :"https://desk.zoho.eu/api/v1/tickets/1XXXXXXXXXXXX" type :GET connection:"deskXXXX" ]; info resp; gcon = resp.getJson("description");
Zoho Community posts marking as 'Answered'
Namaskaram Zoho Community team, Now the questions in Zoho Community have been marked as 'Answered' by Zoho Community team only. But it would be nice to having the ability to marked as 'Answered' by the owner of the question. So the others also can be understand which answer was suitable for that particular question. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers
Custom function: set a ticket in the previous staus
I am trying to write a workflow rule with a custom function. My rule work when on ticket in a particular status called "statusX" and when parricular field "cf_filedX" is edited. The custom function should update the ticket status from "statusX" to the
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