How to add banner to post detail sidebar like yours?
We want to add banners with links like yours, how to do this?
Zoho Desk Mail Template CC
How to add cc users in the zoho desk mail template, the template only allows reply to and thorugh the workflow alert there is only the To field?
Zoho x Jira Integration
Hi Zoho support, Is it possible to integrate 2 JIRA instances in Zoho desk?
usage of search parameters in help center search
Hi. I am looking for options for smarter searching in the help center. Does the desk help center portal search allow usage of search parameters like - exclude, && AND, || OR or similiar. If not what are other options for restrictive search? BR Johan
Ticket Order in List Views or Team Queue
It seems that the Ticket order in the list views or in the Team Queue are order from newest to the oldest. Is there a way to change the order so that the older tickets needing agent attention is a the top of the list? Thanks
Exported Knowledge Base Article - Change Font
Hello, it is possible to change the font which is used to generate the PDF files?
Agent name in signature
Hi there, I have a several users in a department to answer support tickets. What I would like is to have the Agent's name added to the standard signature for the department, I have tried using template fields ${User.FirstName} however this is not parsed out. Is there any way to do this, similar to an email signature?
Accessibility improovements
I am a blind user and the site, nor any of the zoho apps are accessible to a screen reader such as NVDA, including the spreadsheets. I would like to suggest improoving access for your blind users
Helpcenter log in programmatically without SAML / Identity Provider
Hi, I would like to know if it is possible to log in a special user programmatically when accessing the website or portal. The background is that we want to integrate the knowledge base into a desktop application. When the help is called from there, the
Email setup in Zoho support
we are pointing zoho support to our exchange server for inbound and outbound mail. I am fetching the emails and they are generating requests..Great! I am able to respond using outbound mail settings..Great! The problem is that there does not appear to
Custom fields for company
Hi, it would be very helpful to be able to store central information in a central location in order to use it in workflows or custom functions. An example of a situation in which the described possibility would be very helpful: I have certain information
Issues with Zoho Desk incoming tickets via mail distribution list
Hi, We're experiencing recently some issues with tickets that are being sent via email. We have set a Google Mail distribution list (an alias) that forwards the mails to the corresponding Zoho Desk domain. The thing is: some of the mails arrive as, example,
SLA Config - Priority not available
Hello, I am setting up an SLA in one of our departments but when I go to set the Priority in the Escalation portion of the SLA, the dropdown list is missing the priority I am wanting to use. Please see the screenshots below. As you can see, the priority
SEO - stop search engines from indexing specific article pages on Help Center
Is it possible to stop search engines from indexing specific articles on Help Center? We have a 'Contact Us' article page on our Help Center which gets a high number of visitors originating from search engine sources. Is it possible to remove specific pages from indexing so customers have to go through the main Help Center pages instead of getting to the 'Contact Us' article directly from a web search?
Request nice and readable ticket URLs
Hello Zoho and the community. I suggest you work a bit on your ticket URLs. It is hard to refer and work outside of the system with current URLs. We discuss cases in Slack or in internal email. And it always requires to go to the system to check what we are talking about. Now ticket URLs look like this. [domain]/support/[portalname]/ShowHomePage.do#Cases/dv/c29ebf16fdf488af7836c53d144a279742acf79f93f757e8 I suggest you make them readable like this. [domain]/support/[portalname]/ShowHomePage.do#Cases/9374
Auto-Reply in Social Channels (Twitter)
Is it possible to automate sending an auto-reply to social channels?
Email alerts in workflow rule with placeholder show up a different value on date fields
Hello! I recently created a new layout for my team to create tickets, one of the fields for a type of ticket is a date type field (not a date-time, just date), then I also created a workflow rule that sends out an email alert to a user with the ticket
Email Body as Description
I didn't want to bring back a ticket that hasn't been touched in 2 years, so here's a new one. Almost every ticket in our system is through email. The only ones that aren't are the ones that we take over the phone (~2% of tickets). For the 98% that are,
Auto-population of Secondary Contacts (CCs) field using a custom function
My support team needs to CC the appropriate administrative contact for an account on ticket closure. Our default template for Accounts in Desk includes custom fields to capture the names, and email addresses of 4 different administrative contacts. I have
ZOHO CRM Contact and Accounts not syncing with ZOHO Desk
I created a new contact in Zoho CRM yesterday (7/18/2017) but it is not showing up in Zoho Desk. I have Integrate Zoho CRM With Zoho Desk enabled. I am unable to create a ticket for my client because Desk can not find the contact that was created in CRM.
Other User from zoho desk cannot trigger the custom function workflow only the sysadmin
We were having issues with our custom function workflow where other users from Zoho Desk could not trigger the custom function workflow when updating the ticket, but when the admin updated the ticket, it triggered the workflow without issue. Is there
using two accounts within zoho desk app
Hi team Kindly I need to know do I'm able to use two different functions accounts in zoho zesk application? Thank you
Avoid automatic email to certain address
We have seen that the automated ticket opening flow is (rightly) disabled for "no-reply" emails and similar. But what if two IT departments (that maybe use Zoho) use the email exchange for communications or ticket openings? Is it possible to keep the
Priority filter in the help centre contains only default values
Hello, for the standard ticket field "Priority" we do not use the default values (high, medium, low). You are completely free to choose which entries to add to the list.: In the portal, only the default values are displayed, which can then be selected
Anyone integrate Whatsapp in zoho desk?
Hello, I'm value to integrate Whatsapp in Zoho Desk. I'm a software house and I would like to know if offers to my client a "premium package of assistance" it's a good idea. Anyone in my same business use it? Is it a good idea?
Help Center - No ability to scroll on the published Help Center site?
Once updating the very basic settings of the 'Help Center Customization' settings, I changed the header image, some colors and went on with my day- Problem being, there seems to be no ability to scroll vertically throughout the entire site, which makes
Ticket Screen not refreshing - account specific issue
I am having an issue that has come about just today where my custom view ticket screens won’t update and refresh with either new incoming tickets or take them out of the custom view if I make an assignment or change status We have 4 agents here and my
Ticket re-assignment - reply
Hi, When a ticket arrives at desk and I change the contact info (customer), the recipient is not changed. So, when I want to respond to the ticket, it will send the reply to the "old" contact instead of the changed/new contact. See screenshots below.
Hide Team Feeds,The Headquartes,Agent Queue.
Is possible to hide the left bar of Hide Team Feeds,The Headquartes,Agent Queue. I only want to keep Views on the left bar. Thank you.
Zoho Desk uploading products?
Hi there, Is it possible to upload my products via CSV or spreadsheet upload to Zoho Desk? It appears I can only add one product at a time. I have connected ZohoCRM and Zoho Desk together. Will they sync products together then?
Where to change/increase the Article listing shown on front?
I'll end up with more than five articles for each category and would like to have more of them displayed to users on the first page before they have to head over to the next page. I can't find any settings for this!
Looking to identify the agent permission which allows/prevents an agent from changing the SLA on a ticket
Good morning, I've identified an issue that an agent in our department has occasionally been resetting the SLAs which were claculated on our tickets without explanation. To prevent this from happening we'd like to prevent agents with the same roleset
How to give a contact full access to his company/account's ticket
A contact/customer asked to see all the tickets he and his colleagues created in order to follow their status. How can this be done? At the moment he can only see his own support tickets. Only the Agents can see this. Thanks for your help, Greg
Add CC in a worflow
Hi, I want to create a workflow to add a specific contact in the field CCs according to the account name, but the field CCs is not available in the list. Is there an other way to automate this action?
Zoho Desk is extremely slow
Our organisation is using the enterprise edition of Zoho Desk and the performance of the system today is unusable, it takes 40 seconds to open a ticket and it may not even load the information in the ticket. This is creating a huge backlog of work for
Zoho Desk very slow
Desk is pretty much unusable, Very slow. Some screens dont come back at all. We had a similar problem on Saturday. Getting customer calls that we are not responding to their tickets.
Announcing the Happiness Rating 2.0!
Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates. Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the
Zoho Desk Whatsapp Integration
Dear Community, We having issue to integrate Whatsapp under our Zoho Desk. We have follow the guides and understand zoho desk support Embedded sign-up. https://help.zoho.com/portal/en/kb/desk/support-channels/instant-messaging/articles/integrating-whatsapp-with-zoho-desk#What_is_an_Embedded_Signup
Cases Customer Happiness Rating Form editing
Hello, we want to hide the name of the agent in the form that appears in our mix after the selection is made in the customer happiness ratings survey, in short, we could not find where to access this form to edit it.
Time Tracking
Is there a time tracking feature? Is there a way to report monthly on total time spent on tickets, whether open or closed? For instance, a client of mine pays me for "up to 10 hours" of service per month. I need to know how much time I've spent in total
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