Ability to create forum posts from ticket replies
Some users that I have as customers have sent in feedback that I wanted to post to the forums. Desk should have the feature where you can create a forum from a email or ticket reply. This way it can be shown to the rest of the community for voting and comments especially for feature requests. When creating the forum post from the ticket, it should be created under the customers name and profile Hope some other users like this feature request Looking forward to reading comments and updates
Limiting Products by Account
I see that I can associate different products to different Accounts. However, when a user from an Account is creating a ticket in the portal they can click on the Show: All Products link and they now have access to all products in the system. Is there
Create a macro to answer ticket
Hi, I'm looking to answer some predefined answer to a ticket, send the reply out and change the ticket status. What I found so far is you can send an "Alert" from a template, but this is not really a reply (it will send an email with a predefined subject
Can I add CCs to my email templates?
Hi, is there a way to add a CC email address to my Zoho Desk email templates? So that if I insert a template into the email I'm sending to a contact, it also automatically adds a specific email address in CC?
Can't add Office 365 Users in Zoho Desk
Hi Zoho Desk support team, good day. I would like to raise this concern we have about getting an error when we are trying to add Office 365 users to our Zoho Desk. Please see attached picture for the error encountered. Thank you.
Deleting contacts with portal accounts
Why is not possible to delete a Contact connected to an end-user account, even after deactivation? Accounts and contacts in the Desk should be something a super admin has complete control over. What is the reasoning behind this?
Tags to track customers
Hi there. I want to track the volume of tickets per customer (by company name). There may be multiple people who reach out, but at the end of the month, I want to see how many interactions we had with Company XYZ. Is the best method to use Tags for each
how can i update my permalinks?
Hello, I wanted to update my permalink as you see below. i don't use any special characters and space but it didn't work. and I have a warning like that. by the way i have the same problem with giving 301 link.
auto assign all tickets
I cannot find an option to auto assigned unassigned tickets, and i dont know how to configure the rule to do this. Can someone point me in the right direction?
Using responses in a Guided Conversation to get a customerID using a webhook
Is it possible to create a webhook in guided conversations that will use the data that the customer enters to get the contactID? As I understand it, the contactID is required to use a webhook but I'm not sure how useful this would be if you don't know
Zoom Phone SMS / Zoho Desk Integration
Are there any plans to integrate Zoom Phone SMS with Zoho Desk? We'd love to be able to offer SMS support and if a ticket was created when an SMS was sent to a Zoom Call Queue, we'd be slightly closer to heaven.
Run schedule on the last day of the month
Hello, you can repeat a schedule every month on a specific day... However, some actions must always be run on the last day of the month. What can Isay about this, essential feature... too bad that it does not yet exist :(
Blueprint - Allow multiple transitions between two statuses
If I have Status A and I want Transition in between Status A and Status B, why can't I have more than one transition between those to Statuses? What I want is to have different conditions in each of the transitions. If specific criteria is met for 1st
Light agents and extensions?
Is there a way to grant light agents access to an extension? We created one that provides summary information on an account and contact, which a light agent has access to but it seems like they don't have any access to Extensions.
Close Projects ticket when the linked desk ticket gets closed
Hello everyone, Here is what I would like to accomplish: I have enabled Projects Integration within Zoho Desk. When I connect the Desk ticket to a Projects ticket and close the Zoho ticket, only a comment is passed to Projects. In the Projects ticket,
Change our Zoho Email
Hi Zoho Desk Support. I would like to raise a question regarding our current Zoho Desk email. Current: support@xxxx.zohodesk.com What we want to use: support@yyyyyy.zohodesk.com Can we update it without deleting all our current tickets (open, closed,
Whatsapp integration with ZOHO Desk
Hi, Can we integrate whatsapp for business and zoho desk? Our clients are constantly telling us to raise tickets through whatsapp so we want a system where we can have such integration where we can chat with our clients and raise tickets in zoho desk simultaneously Thanks
version history of a help center article
Is there any configuration management or version history stored for help center articles? e.g. see an edit history, revert to a previous version, etc.
Notify should only email the agent when another agent triggers the notification
When using Notify in Zoho Desk under Agent Notifications there should be an option to notify the agent ONLY when another agent triggers the notification rule. Example: If the notification for the agent on a new comment is on, it will notify ME when I am the one writing the comment! This is causing a LOT of emails to trigger. A notification is only supposed to trigger to direct the agent to go to Zoho desk as there is something waiting for them
Separate Buttons for Public and Private Ticket Comments
Instead of hovering over the Comment button to toggle between Private & Public, it would be nice to have separate, always visible buttons of different colors for each type of comment. Something like:
Is there a "Change Log" in Zoho Desk?
Hi Zoho Desk support. I would like to inqire if there is a change log in Zoho Desk. Thank you.
We are experiencing an error when we try to update our ticket.
Please see below error message we receive while updating our ticket.
How to add a Job ID to a tickets subject line in ZohoDesk?
Been trying to add a custom field's content to the begining or end of a a tickets subject line with no luck. I've been trying to do it with a merge tag but it only pasts the merge tag not the data in the macro. I don't have any programming experience
Tag Management
Hi there, We currently use another ticketing system and use Tags for tickets. In our current ticketing system, we can manage tags which includes; Merging tags Deleting tags Adding tags It's also important for us to limit agents from adding tags (which
Loop with other ticket system
Hi! Could someone tell me what should I do when our Desk system sends mails back and forth with other ticket system (e.g. Freshdesk)? What is the best option here? After half of hour we received over 40 tickets... Is there any way to avoid those kind
Can Agents use Layouts for a Department that they do not belong to?
When creating a layout, one of the ticket layout properties is "Allow profile users in other departments to submit Tickets using this layout". If this is selected for a Layout associated with Department A, will an agent from Department B be able to choose
errorType":"invalid"
Hi all, Trying to setup a creator form to create a ticket in desk but getting an error on this section: orgId = 750xxxxxx; department = 606xxxxxx; account = zoho.desk.searchRecords(orgId,"contacts",{"email":input.Email},0,1,"zoho_desk").get("data").get(0).get("accountId");
Filter Tickets (views) based on related data
Hello, how can I create a view that retrieves the tickets based on related data? For example, I have a ticket that is linked to a contact person, who in turn is linked to a company. In the company record, some relevant information is stored, such as certain
Zoho Desk - Macro action is not being applied on all selected tickets
Hello, I have a macro button that executing function to update the selected tickets mp = Map(); mp.put("cf",{"cf_whats_app_message_triggers":"6 month retention"}); update = zoho.desk.update(org_id, "tickets", ticket_id, mp); this is the function, it's
Needed Notification regarding deleted Ticket in Zoho Support
In Zoho Support , When the Ticket is deleted we needed to get notification regarding the deleted ticket or in any other way the admin wants to know about the ticket deleted.It is a security level issue which we are experiencing in our setup. Thanks and
Auto Closure of tickets using time based action with regards to organization business hours
Hello, I am currently configuring our zoho desk to be able to close tickets when a ticket was already on hold for 7 days. Our Business hours is set to monday - fridays 9am to 6pm So far, what i was able to do was i created a time based action on rules
Desk incorrectly merging similar tickets
We have a process for offboarding employees. Email comes in from HR to our Desk. As it's a partially automated process from their HR template it has similar subject, with similar people CCed for other departments. For some reason Zoho Desk is merging
Web Browser Error Encountered by Users
When our user is logging a ticket via browser, she is receiving this error below. Kindly refer to the error message and sample screenshot. Already advised to clear cache of her browser. Insufficient privileges to perform this operation. Please contact
Need to sort tickets from the account view
I would like to be able to sort tickets by status or date while viewing an account.
Ticket sorting in HelpCenter
Hello ! Is it possible to create a filter in the HelpCenter in order to sort the tickets by its state? That feature would be very useful since our clients will be managing a lot of tickets, and they need to sort them. We already have a feature in Zoho
Share Link to Ticket and Paste To Ticket does not always work
Like the title says, sometimes I click that little link icon in the sidebar and it works fine, other times nothing happens. More often than not, nothing happens
Reassign and Delete Team - Closed tickets are also processed!
Hello, when I try to delete a team I get the following message: According to the message, open tickets and open tasks have to be linked to another team or to an agent. However, when I perform this action, closed tickets are also processed according to
Export KB Articles
Any updates when we can get the KB articles exports to show the tags and not be corrupted?
Set custom header on webhook request
Hello everyone, I am playing around with ZohoDesk webhooks and I would like to know if it possible to add one or many custom header(s) on the request. The webhook is connected to my API which requires a oauth2 token (bearer). I am currently unable to
Emails Are Not Creating Tickets
Hello, we have a support Desk for our warranty division and, as of recently, is not generating tickets from emails sent to it. We have Email Fetching enabled and our mail trace shows successful delivery of the message from the sender to the recipient.
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