Streamlining Customer Support with Auto Replies
I'm currently using Desk as my customer support platform and I'm interested in learning more about how to create auto replies within Desk. I know that auto replies can help me save time and improve customer satisfaction by providing quick responses to
Closed ticket reopened by other.
It seems to me that a "thank you response" automatically reopens the relevant ticket, or that a team member can reopen a ticket closed by a colleague. Is it possible that a ticket can only be reopened by the owner?
Send Emails of Zoho Desk by Amazon SES
Hello, I Want to send zoho desk support emails by amazon SES. Please provide me the process, if there is any possibility for that.. Thanks
KB article shows horizontal scroll-bar
Hi there. I've created a KB article with 2 table in it and I see that the page displays a horizontal scroll bar making it hard to see the entire content. I've resized the table to 50% width, but there's no improvement. How can I get rid of that bar? Is
Help Center KB Articles - Registered users only - clarification needed please!
Hi Zoho, I have been looking through the following articles. https://help.zoho.com/portal/en/kb/desk/for-agents/articles/organizing-your-knowledge-base-content https://help.zoho.com/portal/en/kb/desk/for-agents/articles/restricting-access-to-knowledge-base
Deleted users from DESK still showing up in interface
Hello, after deleting an agent from ZOHO DESK he still shows up as a selectable agent in drop lists. How do I fix this?
Zoho Desk - Modify/Customize ticket priorities
Hi, We just started integrating Zoho Desk on our daily workaround and we want to have our own ticket priorities. How can we modify or change the value of the Ticket Priorities? We want to add and modify these default values in order to facilitate the
Schedule Report is creating a ticket in Zoho Desk
Scheduled Report is creating a ticket in Zoho Desk, is there a way to disable this? The thing is that whenever a scheduled report is being sent a Zoho Desk ticket is created. Are we missing something here?
Setting the Team Icons
Is it possible to set an icon for a team? This would be helpful with Data Sharing and being able to easily differentiate the teams based on colored icons or custom icons. @Zoho - i accidentally posted this with my test account and realized it is set as
Report Criteria Modified Time (Ticket)
I am attempting to create a report that will tell me how many tickets my employees worked for a given timeframe. Worked being defined as researching, communicating or resolving the issue all of which are documented via ticket conversations and time entries.
Translating Help Center email templates
Hello, I need to translate the Invitation/Activation/Deactivation Help Center email templates, but I can't find the option to do that Thank you
New UI - Zoho Books Integration doesnt work
Hello all, when I try to open an invoice via the corresponding time entry in the new UI, I get an error message. I am the administrator, it can't be an authorisation problem. I therefore took a look at the network traffic and compared the behaviour in
Zoho Desk - Client Specific Notes
Is there an extension that adds a note field for support to use to track client notes in Desk? I do not want to use the CRM notes field because this includes notes for all teams. I would like a note field specifically for the support teams.
Web Tabs
Can we create web tabs in Zoho Support like we can in Zoho CRM?
Limitation to change Ticket Owner
In our Zoho Desk reality, we have only one department, and the agents are divided into 3 teams (first, second and third level). We have activated Blueprint, but we need that the agents of a team cannot change the owner of the ticket assigned to another
Queries about Happiness Rating
Hi Zoho Support, good day. Need your assistance on these inquiries below regarding Happiness Rating. Thank you. 1.) Is there a way to "Expand" the Customer Happiness Rating in the Dashboard? (kindly refer to the screenshot w/ number 1) 2.) Is there a
Zoho Desk Knowledge Base not loading when embedded in Help Widget
Hello, We use an onboarding platform which also includes a widget. They let you embed your knowledge base. But when I embed our Zoho KB it loads the menus but no articles: How can I fix this? And no I don't want to use Zoho ASAP - it is not very good
How to add and change Product Categories
I have been trying to research how to add or change the existing product categories in Zoho Desk. I found this thread below: https://help.zoho.com/portal/zohocorp/community/topic/how-to-add-or-update-a-product-category but this information seems to be
Export Zoho Desk Tickets to s3 or a database Warehouse?
Is there any automated way or integration using which i can export all Tickets information in Zoho Desk to Aws S3 Bucket or any Datawarehouse like Snowflake, Google BigQuery or Redshift ??
Any Suggestion about email forwarding?
We're hard at work customizing our Zoho Desk portal. I was asked a question: After configuring the mail panel and related Dkim etc, is it possible to use the support mail example@enterprise for the automatic opening of tickets without enabling automatic
Issue with help center customization
Hello, Whenever I modify anything in the help center themes' HTML editor the language selection dissapears. It doesn't matter where in the HTML i modify, add or remove something, it always dissapears as soon I change even a letter Default : When I add
Mark a Zoho Desk Ticket as submitted by an Agent
When an agent submits a request on behalf of a customer it makes it look like the customer submitted the request and not the agent on their behalf. Does anyone have a way to clearly indicate that the ticket was submitted by the agent and not the customer?
Assign a Ticket Notification to All Agents on a Reply
When a customer submits us a ticket to our support email address, one of our agents will then assign themselves the unassigned ticket, which will then trigger a notification to go out to all of our agents that John Smith has been asigned to ticket 123.
Problem with DKIM Authentication
We're having issues with DKIM authentication. We have entered two addresses of our domain from which to send messages from Zoho Desk and we have the following problems: 1- The first address sent e-mail without problem, the second (most important) returns
Insert snippet content in the same line
Hello, I would like to insert the snippet content in the same line. Example: Let's assume there is a snippet with the name "XXX" and contains a short text in a line like "Product name ABC 123". I write some text: lorem ipsumNow I input a snippet name:
Translate Zoho Desk Fields
Hello, how can I translate ticket fields and custom fields? I mean, the following: Thank you
Zoho desk domain mapping not working
Hi, I have followed this knowledge base support from your zoho site: https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain-domain-host-mapping . First created a sub-domain(support.website.com), then went to zone editor to point
Unable the convert Zoho ticket to Jira issue
Our team has been receiving the following error and error screen whenever they click "Add New JIRA issue" for a Zoho ticket. The full error message of Minified React Error #31 is: Objects are not valid as a React child (found: object with keys {self,
Desktop notification
Anyone know of extensions or add-ons for desktop notifications when a new ticket comes in?
Profile pictures not visible on Firefox browser
Hi, I have some uncanny situation with my agents' profile picture. Some are using Firefox, and others use Chrome. They have strictly similar personal settings as well as roles, profiles, and every other permission. Problem is as follow: agents using Firefox
Limit the number of "free" tickets for each user
I was wondering: is it possible to limit the number of tickets a user can send? For example a maximum of 10 tickets a month, and maximum 2 opened tickets simultaneously? I want to offer a paid support for a product which has a "free tier" and then user
Workflow is not triggered with Supervise rule and field update
Hi! I have created a Supervise Rule, which triggers after 5 days a mail to the customer. To avoid sending multiple mails to the customer I have created a checkbox ReminderSent in the ticket properties, which is set to true by a field update. Now I want
out-of-office auto-reply reopens a support ticket that has been closed
We utilize the notification rule to "Acknowledge Contact when the request is closed." However, when a Contact is out of the office, their out-of-office auto response reopens the ticket. Is there a way to turn off the functionality where a Contact is able
Zoho Desk Issue with new messages
Our team is experiencing an error when a new ticket is created. We receive the contact information but no message. It displays the message below. Any help is greatly appreciated. "Content is not available. Please try again after some time.".
Missed Chat Notifications in Desk
Hello, I know we can add Missed Chats to our Starred Views, However is there any way to set up notifications sent to a specific email address letting us know when a chat is missed.
How to make Knowledge Base public so that I don't have to invite users to view
Hi, I'd like to make my KB completely public, so that my customers do not need to log in to a portal to access it and I don't have to actually invite my entire customer list to the help center. How do I accomplish this?
Workflow when ticket is closed through the portal
Hi! Is there a possibility to trigger a workflow if the customer closes the ticket from the portal? The background is, that I want to add a comment to the resolution if this case happens. Thank you and best regards
Removing due date
I can't seem to find any way to remove a due date from a ticket after assigning one...
Translate "closed" ticket status in email
Hi everyone, how can I translate the term "closed" that indicates the status of the ticket in the email that arrives to the customer? Thanks for the tips Sergio
Public Email Templates
I would like to eliminate Public Email templates or at least have mine displayed as choices before the Public ones. How would I do this?
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