Knowledge Base Notifications
One of our users asked if agents could be notified when a new Knowledge Base article has been published. I was thinking about this and seems like it would be nice for end users or agents to be able to subscribe to a whole KB or one of the sub catego
Turn off Knowledgebase Article Ratings
Is there a way to turn off the "Helpful?" question at the bottom of knowledgebase articles or at least make them private? I don't want them showing a lot of negative votes if that ends up happening. Is that possible?
Global Signature
Hi, is it possible to make a global signature for all outgoing emails? We need this for our company. It is a legal requirement in germany. Stephan
Bulk update contacts and accounts from CRM
We currently have scripts that import additions and updates to our user database into CRM, which then syncs to Desk. Syncing works great for new records, but not all the data synced properly the first time—all records synced, but not all fields. If we
Notify an external user
Dear Support Team, We need to send an email to an external user (ie, user not an agent on zoho) while escalating the ticket to a zoho agent. Please let us know whether this is possible or not with zoho. Thanks in advance. Best Regards
Is there any way to create an issue in Projects from ticket in Desk?
Is there any way to create an issue in Projects from ticket in Desk? It would be useful to just reply to a ticket and create an issue from the original message at the same time... I am currently having to manually create an issue in Projects and copy
Zoho Ticket Last Comments
Hi, Just a quick question, is it possible to get the Last Comments on each ticket when doing an export of all open tickets on the system?
Zoho ads unwanted HTML code to our HTML templates
Hi! We have created our custom HTML Mail templates with Verdana as default font and a font size from 10pt. Our global default font is Verdana. So far so good, and as soon I add my code save it and reopen it there is allways place this div element on the
Spam Filtering By Domain
Hello, My organization is using Zoho Desk, and we're getting tens of emails from various email addresses within a single domain. I want to filter out all emails from this domain into the spam folder. Is there any procedure I can do to make this change?
How to remove agent login link in my area tab of help center
How to remove agent login link in my area tab Rajesh
Add Products to mobile app, make Description an expandable field in web app
Two simple requests: 1. Add Products to the mobile Zoho Desk app. Why isn't it there? I use it extensively as an IT Manager, but can only view/edit them from a computer. The Zoho Desk app is made nearly pointless for me if Products are not accessible.
Assistance on time based actions
Hi Zoho team, Would just like to ask for assistance as i have created a time based action that aims to set the status of a ticket from "Closed (Auto)" to "Closed" after 24 hours (working hours 8hrs per weekday) However, it seems to not affect the sample
How to avoid reopening of 'Closed' tickets on customer response
Has there been any advances in the last year that now allows the Customer to not reopen the closed ticked upon reply? We to find this a very frustrating issue when we are dealing with Global Clients and they just reply with a 'OK, Thanks' and that is enough to re open the ticket. If you can please let me know that would be greatly appreciated. Regards Chris
Trigger workflows manually in Zoho Support
You can now apply workflows to a request manually to trigger actions associated to it. On applying a manual workflow you can send e-mail alerts, assign tasks and update the values of the request fields. A manual workflow, unlike the automated would not check for criteria while being applied to a request. Configuring Manual Workflows You can set a workflow rule to be applied manually. Both existing and new workflow rules can be configured for manual application to a request. To set a workflow
Desk is very lagged
In the last few weeks, we've noticed Desk is very slow. It takes long times to load and send out intformation, such as an email or when we update a ticket property. It is slowing down our processes. Any help is appreciated.
Zoho Desk Forms, what if fields?
In Zoho Desk, when creating forms can you have fields "appear" when options are selected from a dropdown? For Example, we have a list of companies that we support on a dropdown. One company has a list of locations. Instead of listing those locations for
EOL of Universal Analytics and an introduction to Google Analytics 4 (GA4) in Zoho Desk
Greetings! Universal Analytics was sunset on July 1, 2023. Google Analytics 4 is now supported in Zoho Desk. We are thrilled to introduce Google Analytics 4 (GA4) to enhance your Zoho Desk Help Center experience. GA4 is an analytical tool that provides
Priority Email
Hello, I would like to ask if it is possible that when a user opens a ticket via email he can also set the priority to for example High. We only use the free version of the ticket system. Thanks a lot With kind regards Jamal Al-Jibouri
When a ticket is marked as spam, is it included in dashboard & reports, or is it filtered out automatically?
I don't see a way to filter our reports to remove tickets marked as SPAM. Since the tickets are SPAM, I'd like them removed from my core customer service reporting.
Anonymous user can downvote any knowledgebase article as many times as they want
I thought this was a mistake but it is true. Any anonymous user can downvote any knowledgebase article as many times as they want. I even tested this on Zoho's own knowledgebase. If the the feedback form is enabled and even if email is required. The reason
Desk - Sort and Filter
Customer would like the ability to: Filter and sort on Status Filter and sort on Tags Is this possible?
Ways to mark First Response Time?
Is there another way to mark first response besides emailing the client? Sometimes, we enter a ticket after we've already spoken with them about the issue and have started looking into it. Other times, our first response comes in the form of a phone call
Show notifications on ticket's updates
Hello, So, is there any way to have a visual alert/notification whenever someone comments on a ticket? I just want the visual alert, not an email... Thank you!
Zoho Support - Request Closed Time/Date
Hi, Could you please add a feature that states the date & time when the case is closed. I find it difficult in tracing the date/time of closed requests. Currently, i am referring to the created time and comparing it with the modified time (for all requests) to measure the exact time for a resolution. It would be great if you could help me out as I am stuck.
Translating tabs in Help Center
Hello, is there a way to translate tabs in the help center? Here: Thank you
Hide reply option for closed ticket
When I close a ticket and the closed status does not come back to default status people can reply but agent never read their message. Could I hide the reply option? I don't want that a customer can reply if a ticket is closed.
Extract ticket reports with their associated attachments
Hello, is there a way to extract ticket reports including the attachment associated with the tickets?
Embedding Storylane in KB articles
We are trying to enhance our KB with demos created via Storylane. Embedding the code does look alright in the editor itself, but does not show up in either the preview nor the published version.
How do I apply a standard onboarding/welcome email to a new ticket?
New Zoho Desk user. I would like to create a series of standard messages for specific situations (e.g., onboarding welcome message) that can be applied to new tickets. It seems like email templates can only be applied to ticket responses.
Can't get verification invitation for new users created
While trying to create an new agent in Zoho desk,The invitation isn't received in the email inbox.
Priority Email
Hello, I would like to ask if it is possible that when a user opens a ticket via email he can also set the priority to for example High. We only use the free version of the ticket system. Thanks a lot With kind regards Jamal Al-Jibouri
Change font for Help Desk articles when printing
Hello, is it possible to choose a different font for the document when trying to print an article from the help desk? We actually use Arial as a default font + we applied Inter via CSS. Problem is: when I try to print an article, the page is printed using
Billing info Zoho Support
I Can't find the place to update billing info (new CC) for Zoho Support
Setting up an Agent 'Script'
Is there a way to automatically setup a list of things to do or scripts for the agents to follow upon initial creation of a ticket? I thought I saw this at some point but can't seem to find it currently.
Account or Contact Mapping from CRM to Desk
Has anyone had success mapping a User field from CRM to Desk? I'm assuming I need to create a Single-Line field in CRM and use a function to populate the User Field to the Single Line field in order to map to Desk. Thoughts?
Google Analytics 4 setup instructions
Now that Google has migrated from Universal Analytics to GA4, I need to set up our Zoho Desk Portal so stats will start being collected. I see the instructions for UA, but can you point me in the direction of assistance for GA4? Thank you.
End user profile mandatory fields: how to force the user to compilation
Hi, when an end user recorded on the portal through an SAML system, he is addressed directly to the home page of the end user portal. This does not allow us to collect the mandatory data of his user profile. Even if the fields are mandatory, he can safely
Is there a way to send a follow up email from Zoho Desk 2 weeks after ticket has been closed?
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My Area Default
Currently by default, when an user signs in the tickets are shown based on the All Departments, "My Tickets", Open, Priority, and All Channel. I have a user that would like for the "My Tickets" section default to "Team Tickets". Can the defaults of the
Setting Visibility for Macro Rules
Hello everyone, We have an exciting enhancement in macro rules that will allow agents to view only those rules that are relevant to their daily activities. Macros is a way to automate a set of actions that are performed on tickets regularly to save time,
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