Change font and font size in article
Hello, Why is the possibility to change font and font size in an article and in an e-mail so different? We use articles as standard answers, but the format is all different because of this. Could it be made possible to change the font in an article? (our standard font is 'calibri'). Also could it be made possible for the font size to be changed to 11? It is now only possible to select font size 10 or 12, but our standard font size is 11. Thanks in advance, Yorick
Zoho Desk Twilio Caller ID
Hi Zoho Support, When using Twilio, I would like to setup all of my phone numbers to use one verified caller ID phone number when making outbound phone calls, so as not to confuse my customers (receiving phone calls from multiple phone numbers). This should be possible by setting the called ID attribute on the outbound call to reflect the caller ID phone number of my business. For example: My desired primary contact number is 1-888-xxx-xxxx My Twilio numbers are: 1-902-1xx-xxxx 1-902-2xx-xxxx When
Help Desk Users vs. Customers and Accounts
Could somebody please explain the function of two user configuration areas in Helpdesk? 1. Customers and Accounts 2. Users Thanks
Customer Supervision tickets
We have several clients who want one of the contacts to act as supervisor and visualize all the tickets of the other users. The "Customers can view tickets of their organization" permission is not enough because in this case you do not want all contacts to see the tickets of the other contacts in the organization. For security reasons, only contacts marked as supervisors could view them (The supervisor field could be a custom field). In the event that this is not possible, what would be the most
Manage tickets more efficiently with views and filters in My Area
Greetings! We're excited to introduce a new and improved method for handling your support tickets through the My Area section in our help center. With the introduction of views and filters, we aim to simplify the process of viewing and managing the support
Whatsapp IM permissions issue in newer version of Desk
Hi, We recently integrated whatsapp IM with Zoho desk but note it will only work with the older version of Zoho desk. If we switch to the newer version (which we prefer to use) there's a permissions issue meaning agents can't accept an IM and respond.
Customer Visibility Based on Department
When a customer emails a specific department's support email, that customer's information including their company's information should only be accessed by that specific department's assigned agents (and any supervisory personnel). Right now, all agents
Remove ---- on <time> <name><mail> wrote ---- tag when reply to Emails
Hi, ---- On Fri, 12 Aug 2022 01:07:29 +0200 "Name"<sample@mail.com> wrote ---- 1- What is the necessity for the existence of this line? 2- Is it possible to delete this line that is generated automatically from the reply emails?
Zoho Desk Contact with Multi-Account association
Hello everyone, Zoho Desk has had the good idea of offering a feature that allows a Contact to be associated with several Accounts. It's a good idea... but it hasn't been thought through thoroughly enough because this action, although useful in itself,
I don't get email notifications when a new ticket is received
In Desk I don't get email notifications when a new ticket is received. I used to get them but after testing, they no longer arrive. Thanks Jay :-)
Add user label automatically to user group
Hello, It would be great if users in a could receive a user label based on their user group. For example, when I add a new user to a certain user group it would also receive a user label that is linked to this user group. Kind regards, Helen
Accessing Zoho Subscription info from Zoho Desk Ticket in Zoho Flow
Hello, I'm attempting to update a custom field in Zoho Subscriptions when the status of the ticket is set to a particular status. I've thought about two ways to do this: 1) Using Zoho Flow 2) Writing a custom function Here is my difficulty - I need to
Error in creating a brand under Social
Hi! I am trying to create a brand in Zoho Desk>Social to integrate our FB Page. However, I keep on receiving the message " An internal server error occurred while performing this operation". Are there any restrictions or requirements in creating a b
Desk Contact - Secondary Mail (automatic ticket creation after email receipt)
Hello, contacts in Zoho Desk can have a secondary email address. What is this good for? When I forward mails from a mailbox directly to Zoho, i.e. to an internal Desk address, tickets are automatically created to the matching email. The email sender is
Important enhancements and UI revamp in Community
Hello everyone, We are back with a set of exciting enhancements for Zoho Community. Community is a place where you can get important updates, engage and interact with other users, find topics of interest, share ideas, ask questions, and help peers with
Multi-brand portal | Unique User Base | Permissions / Invitations
Hello there, the help doc on the topic unfortunately doesn't answer all my question, so I'll ask it here. If I select the uninque user base, what are the specific steps for invitation? How does the group assignment work? I want to unlock an end user only
Referencing attachments as links within KB article
We would like to be able to reference article attachments via a URL within an article. How do we find the URLs of attached files?
Enforce the agent availability for all users
Hi, We need to track our agents' activity, and the "Agent Availability" report could be helpful for that. However, this report depends on the "My Availability" option that only agents can enable or disable on their end - administrators cannot enforce
Knowledgebase Article Permissions
Hi, Goal- I want knowledgebase articles in the Category 'General' to be available to 'Registered Users' but not to public. This article https://help.zoho.com/portal/en/kb/desk/self-service/knowledge-base/articles/organizing-your-knowledge-base-content#1_None
Agent Export Enhancements Request
It would be nice if the Export functionality included the following information in addition to existing information for the Export Agent option: License type (Agent vs Light Agent) Roles and Profiles To more easily review access
Adding a user - error - Invalid Invitation. Invitation was not sent to this user
I struggled figuring out this cryptic Zoho Desk error message that apparently is not documented anywhere. I finally figured it out but wanted to add it here so no one else has to struggle to find it. Kudos to the ZD team for making error messages easy
Telephony Question
Can we import and use existing numbers so we don't have change over to new phone numbers?
Only send ticket closure email once.
Hi, Currently, once a ticket is closed an email is sent to the contact to let them know the interaction was closed and asking them for feedback. Most of the time, that is the end but sometimes the contact will have extra questions which will cause the
How can we prevent the requester from reopening a closed ticket
As understood from your documentation "Closed" tickets will be reopened if a customer sends a rely on that. How can we prevent that and mark a ticket as permanently closed when no reply can re-open the ticket. Refer competitor behavior for easier understanding between the "Solved" and "Closed" fields Solved means that the agent has resolved the support issue. Solved tickets are closed, typically, a number of days after they have been set to Solved (the exact number of days depends on how an Administrator
Zoho is not solving my Data Import Issue
I have reported a data import issue since 5th July, it has not been fixed and there is no timeline for it. Their team said they can import from their side but after 2 weeks till now nothing was imported. It means I am paying for a malfunction system everymonth.
Deluge example to associate a product to an account
Hello, Is there a deluge example to associate a product to a given account, or vise versa? I see updateRelatedRecords but it seems to only be related to time entry?
Preview field visibility of different user profiles
Hello everyone! We're excited to introduce an option to preview how fields are visible to different user profiles when they have permission based access. Administrators can set field permission for different user profiles based on the business requirement
Email template buttom
Hi, since several weeks ago, when I write an email I cannot see where it is located the buttom to access the email templates. I've checked that templates are fully operational, but I'm not able to access them from an opened email because the buttom has
Deliverability with iCloud Users
We use the standard Zoho Desk sending domain (support@companyname.zohodesk.com), and I've noticed a high number of bounce instances recently from Apple users with the following error code: ERROR CODE :554 - 5.7.1 [HM08] Message rejected due to local policy.
Use data of contacts (custom field) inside snippets
Hello, we have enabled the standard integration between Zoho Desk and Zoho CRM. So every contact in CRM has a salutation, this information is also synchronized to desk. So my question how can I use this data iside a email template or a snippet? Please
Forwarded emails from Outlook are being marked as Public and fully visible to the customer
Privacy concerns aside - Zoho strictly adheres to this notion that every conversation from a "channel" is a customer request and should default to public in the customers help center. This should never be a feature and we are shocked no other company
Adding a "Comment" to a reply produces the following error: "Comment cannot be blank." It was not blank.
While attempting to comment a reply posted by a Zoho help agent on the following post, I received an error saying "comments cannot be blank" and my comment was definitely not blank. Here's the original post: https://help.zoho.com/portal/en/community/topic/new-calendar-update-causes-duplicate-invitations-and-reminders-to-be-sent-out-when-syncing-with-google-calendar
How does light agent knows which ticket he needs to comment on?
How does a light agent knows which ticket he needs to comment on? After all, a ticket allocation/assignment cannot go to a light agent. Case: I would like to pass on a ticket to Colleague A (light agent) so that he/she can respond to this by means of
Changed lay-out of 'my area'
Hello, The lay-out of my area changed. We blocked the menu on the right so our users could not filter anymore on their tickets. We changed the CSS now, but would be nice to be informed upfront about these kind of changes. Besides this, where can I change
Chat Module in Zoho Desk UI revamp in sync with SalesIQ
Greetings! We're pleased to inform that the user interface of SalesIQ is revamped and it reflects in the Chat module in Zoho Desk. SalesIQ's LiveChat is used in Zoho Desk to establish communication between the support team and customers. It enables the
Need help on updating huge amount of tickets in Zoho Desk
Hello Support, My tickets got updated by mistake and now my whole system destroyed, the contact on a lot of tickets got updated and assigned a random contact. Here's a video of me explaining: https://www.veed.io/embed/1ea119e8-a34a-475a-829d-4c206d055cbb
WhatsApp conversation removed after merging the contact
Hello Support, If I merged a contact that have whatsapp conversation with another contact that doesn't have, why it's not moving the conversation under the merged contact? here's a video showing what I mean: https://www.veed.io/embed/1bd28680-d2a4-4
How can I replace a file I've attached to a Desk Ticket?
I usually add a Word or Excel file to a Desk Ticket that has more detailed information. I sometimes update that file. But I cannot find where to replace or delete the first file I've attached to the ticket.
Voting in Community Forums?
Is there a way or is it planned to have a voting option in the community forums of Desk? I currently have a "Requests" section of the forum where customers can add software requests or ideas. It would be great if other users could "vote" on the request
Edit Email Subject when Replying/Forwarding Only
It would be very beneficial to be able to change the email subject when replying/forwarding an email from a ticket, but NOT the actual ticket subject. Leaving the Zoho ticket in the subject is fine. Maybe have the option to create a "New Email Thread"
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