Support Desk and KCS workflow
Hello. I am evaluating Zoho Support Desk for our company. One area that is important for us is around the integration of the knowledge base so we can track the re-use rate of solutions by linking them to each Ticket. If you are familiar with the KCS model,
How do you manage internal improvements for clients with Zoho Desk?
Hey guys, We use Zoho Desk and CRM. Desk is for the Operations team to handle client requests and on the other hand we manage behind the scenes improvements for them that we want to keep track of. These are much like the epics in Jira. To keep them internal
Making a contact inactive
Do you have any plan to add Active/ Inactive option for a contact ?
Refresh the Ticket View
the way we work at xxx is the reception log the ticket(call) and then the helpdesk would be looking at the list of open tickets. BUT how do we get this to auto refresh, we can’t get our support staff to click on the Open ticket filter every minute… Please advise a solution
Zoho Desk Task Reporting
Hello, Can I run reports on how many tasks people are doing in Zoho Desk? Would it be possible to see a combined report of both how many tickets agents do AND how many tasks they accomplish?
Register for our Upcoming Webinar - Customize and Personalize your Customer Service Platform
Hello all, Hope you are well and safe. We are now preparing for the fifth webinar in the series. Webinar Topic: Customize and Personalize your Customer Service Platform Date & Time (PDT): November 15, 2023, at 11:00 am | Registration Link: https://zurl.co/OiqZ
Alerts not working
Hello there, I am trying to set up some email alerts and they do not seem to work. At the moment I have 4 custom alerts that will notify DS when mentioned in a ticket comment, when a comment is added, when a ticket is assigned and when a customer replies.
is there any possibility to communicate zoho with different platforms
Goodmorning , i would like to know if there is any possibility to trigger zoho ticket system using another platform . For example : customer goes to their back office , selects a product that is bought , wants to create ticket , hit the create ticket
Remote Login: Zoho Help Center / Portal (Customer)
Hello, I would like to open the Help Center https://<customName>.zohodesk.eu/portal/en/signin and authenticate the customer directly so that they are automatically logged in. This is not about the internal employees / agents but about the portal users.
Register Now for our Upcoming Fourth Webinar to Enhance Productivity Using Zoho Desk
Hello all, We are gearing up for our fourth session in the webinar Series. Webinar Topic: Automate your customer service activities and increase productivity Date & Time (PDT): November 6, 2023, at 11:00 am | Registration Link: https://zurl.co/hOMW (IST):
Zoho Desk Workflow perform action x minutes after new ticket is created
I want to perform an action x minutes after a new ticket is created. I tested this with with the following but it did not trigger the email Alert action. Execute on: Create Criteria: Time to respond is Greater than 1 minutes Actions: Send an email alert
Show number of Associated Accounts in ticket view
When viewing a Contact record in Desk it has this indicator when they are associated with multiple accounts. In this example the Primary Account is Core Sound Imaging, but I see there are 3 additional associated accounts. You have no such indicator in
email from client did not create ticket
We have had this happen a couple of times in the past and them it seemed to clear up but today it happened twice. A client will send an email into our support address but it will not create a ticket. We know that the email came because we have it copy
Upcoming Webinar - Ensure Secure Customer Service Operations and Compliance with Regulations
Hello all, Hope this message finds you well. A friendly reminder for our upcoming third session in the webinar series. Webinar Topic: Ensure Secure Customer Service Operations and Compliance with Regulations. Date & Time (PDT): November 1, 2023, at 11:00
How to build a Feature Request Flow in Desk
I tried to find something in this forum, but searching for 'Feature Request' is a bad idea ;-) I was hoping to find a Best Practice guide on how to build a Feature request flow in Desk.
Getting Started with Zoho Desk - First Webinar in the Series
Hello all, This is a friendly reminder about our upcoming first webinar session in the series! Topic: Getting Started with Zoho Desk Date & Time (PDT): October 25, 2023, at 11:00 AM | Registration Link: https://zurl.co/EUKZ (IST): October 26, 2023, at
Zoho Account eMails are not available to Zoho Desk eMail picker
Hi, 1. customer creates a ticket in Desk 2. Ticket gets forwarded to an agent 3. agent opens the ticket and replies to it using the build in mail function 4. agent wants to CC the reply to another Zoho user (e.g. sales) 5. the agent must type the complete
Announcing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
How to display Knowledge Base Categories on my Home page of KB?
Dear, Instead of Showing up two sections only such as Knowledge Base and Ticket, how can we display only KB Categories on home screen, here is the url: https://orantneon7197.zohodesk.com/portal/en/home
Layout field in Help Center
When I have multiple layouts available in the Help Center for users to choose from, the layout field is on the form after they have already picked it. How do I hide this field from a the user form when they are creating a new ticket via the help center?
Help Request: Custom Function to Update Contact Type in Zoho Desk
Hello, Can't seem to make this work and hoping I can get some help. I want to update the Contact Type for every new Contact created in Zoho Desk. For one department I need the type to be End User and for another department I need this to be Contact. Has anyone written a Deluge script that can handle this? I have this script but I cannot get it to work because Contact Type is not a custom field and any modifications to the field names in the script have not been successful. zohoSupportAuthtoken =
How to Manage Customer Service across Channels - Second Webinar in the Series - Register Today
Hello all, We have successfully completed the first webinar in our series: Getting Started with Zoho Desk. Now we are gearing up for our next session. Webinar Topic: How to Manage Customer Service across Channels Date & Time (PDT): October 30, 2023, at
Limit fields used
As you can see in printscreen i've got several fields left for creation and, after a search in zoho community i verified that for example for single line fields there's a limit of 80. I've even tried to reduce de string limit from 255 to a small number
Introducing Private Ticket Threads
Engaging with customers, agents, and external consultants on the same ticket thread can occasionally prove to be tricky. Sometimes, your reply to an agent or consultant may end up in your customer's inbox instead. To avoid situations like this, we've introduced 'private thread handling' - a function that allows you to mark ticket threads 'private', and choose which replies can appear 'public' to the customer. Why private thread handling and not private comments? Private comments can be viewed by
Bug With Snippets Button
When I hover over the Snippets button, the quick menu appears, but when I move my mouse down to select anything, the menu flickers, every time. I'm not sure if it's a hover target thing, but hopefully it can be fixed. I've attached a screen recording
Has any thought gone into using ChatGPT as a customer facing tool for answering product questions utilizing the KB?
I've been experimenting with a local version of ChatGPT that has access to a limited set of data that can be utilized for natural language queries on the data. Has anyone else checked this out? Not a lot of success so far with our KB in Zoho Desk, but
Using Approvals in Zoho Support
Hi Zoho Team, Is there any way to customize the "Approvals" tab in the ticket so that the client contact can receive a request for approval? The reasoning is that we prepare a number of estimates for the client for work to be performed. If I could automatically
Daily Notification for Specific Tagged Items
Is there a way to set up a tag in a Zoho desk ticket so that a daily reminder is sent to the agent about the ticket? Can the same be done to send the reminders to both the agent and the customer who created the ticket?
Is it possible to remove 'Help Desk Software by Zoho Support' footer from the Customer Portal
Hi, Just wondering if it's possible to remove this footer from the Portal. I'm doing my best to make the Portal fit with the rest of our website, and the footer looks out of place. Many thanks, Chris
Elevate your Zoho Desk game: Register for our exclusive webinar series!
Hello all! We're happy to invite you to our upcoming webinar series on how to make the most out of your Zoho Desk experience! This 10-part series (60 minutes per session) will offer how-tos, best practices, and insights that will make your customer support
Better Handling of Contact Creation within Ticket
Different companies have different approaches on when exactly to create a contact. Some will create a contact directly in the ticket, while others such as ourselves will create a contact first and then the ticket. Here is the issue with the first method.
Moving Tickets between departments
It would be nice if, when moving tickets between departments the system leaves you on the ticket (so long as you have permissions to the department). Currently it boots you out to your ticket list.
Closing ticket from Blueprint without any notification
Hi Is there any option to create a Blueprint transition to close a ticket without any further action and preventing any kind of notification to the customer and the ticket cc's? Thank you.
Automated ticket creation
After a ticket is created, with a lot of fields filled is it possible to create a custom function or workflow that creates a number of tickets with the info filled in the first ticket? Example : A ticket is created by HR with name, surname,e-mail, job
Questions regarding community users
Can we limit users from creating new tickets but allow them to create/read the forum?
Current Date to Date field in workflow?
Hello, I created a date (not date-time) field for our tickets. I wanted to create a workflow which updates this date field to the current date whenever the workflow is triggered. Is it possible to do this? Something like date = now()? Thank you,
How to avoid reopening ticket only from a sender.
Two support services, both using Zoho Desk, both configured to automatically send email on closing ticket . These two services collaborate each other and each ticket closing corresponds to an opening ticket (or reopening closed ticket) on the other. How
WhatsApp template creation failed
Hi, I haven't been able to create WhatsApp templates for a few days now, they always appear as "failed". However, by entering the meta business account the templates are approved. What could it depend on?
SMTP Authentication Failed
Could not send email to requester, error message is "Mail sending failed, Authentication failed" All outgoing configuration parameters are accurate. Regards
HIPAA Encrypt Outgoing emails or require all users to sign in
Hello, TLS security is no longer considered strong enough for HIPAA compliance. This means Zoho Desk isn't compliant enough under the laws which we're needing to use. I wanted to use a new department, to be able to set up potentially another 40 users
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