is it necessary to include Zoho Desk's support email address in cc?
Hello, I just set up Zoho Desk and wondering if it is always necessary to reply to the sender of the ticket and also include the support email of ZoHo desk in the carbon copy field? I also did uncheck the following option "Auto Cc e-mail replies to your support mailbox " but still the Support e-Mail of my Zoho Desk email address is added as CC.
Create automation rule to remind a customer that we're waiting for their response
I'd like to create an automation rule to remind our customers that we're waiting for their response. Ideally the rule would execute once after 3 days of no response then again after 6 days of no response and then close itself after 10 days and notify
Notify additional business stakeholders based on ticket tags
I'd like to create rules to notify some of our client stakeholders of work being performed based on certain tags assigned to a ticket. How could I accomplish this within Zoho. I'm coming from Zendesk where this is very simple to do with an automation
Ticket merge sends out an email
When we merge 2 tickets in Desk, there's an email send out automatically to the customer. I don't know if it's a "status update" email or a "ticket is closed" email but i suspect the first one. We have this issue with manual merge but also with automatically
Handover mailadress and name via original_sender and?
We are using Zoho for our mails over the website. In order for the tickets to arrive correctly, we use the tag #original_sender{example@sender.com}, but now we still get the same name and first name in the ticketing. Here I would also like to transfer
Not Getting ticket custom fields
Hi, Can any one answer me.. I am trying to fetching all ticket records from "Tickets" modules. But I am getting only standard fields of tickets. I am sharing my code, Please check and reply me.
Template needs to be selected twice when sending an email via a Blueprint transition.
Hi, An issue has been found within the Blueprint transition phase when replying to an email. Templates needs to be selected twice when replying to an email via a Blueprint transition. The first time a template is selected nothing is shown while the second
Why is the customer email address changed using "+client.domain.name-via-support@my.company.domain"
Hi, I noticed a strange behaviour with Zoho Desk that I don't quite understand. I have customers that open tickets with their email addresses - that's fine. For instance "mike@foo.com". My company has its support email address as simple as "support@barbaz.com".
User Audit Trail
I don't see this functionality, so here it is: It would be nice to run a report of all users and by type (Admin, Agent, Light) and their last login so we can tell if licensed users are still logging in. This way we can send targeted emails to users
One of the customer is getting Insufficient privileges while trying to create a ticket through portal
Dear Team, One of the customer is getting Insufficient privileges while trying to create a ticket through portal. Others are able to create it. It is user specific. Please suggest how to resolve. User privilige error
Move ticket fields in ticket view as agent
Hi, I hope I can get some help here. I created a custom layout for a ticket entry. But all the new fields showing up on the left side of the ticket. I would like to have them in the middle of the ticket.
Duplicate tickets
how to restrict duplicate tickets at the time of creation in zoho desk? help me out in this issue
Zoho Desk Slow and Unresponsive
We have been using Zoho Desk as our ticketing system since 2018, mostly on Windows OSs using browsers like Chrome, Opera and Edge. In the past couple of months we have been experiencing performance issues where the UI freezes every time we need to access
URL's to Tickets, Attachments and Reports with Scheduled Reports
Hello, We created a scheduled report to be sent out to manager at the end of the day about the tickets that are created 'TODAY'. However we want them to be able to click to the URLs of the tickets to view or URLs of the attachment to view/download or
Modify popup message?
I have set a workflow to block agents from closing a ticket if there are empty fields (Ticket Type and Category). Doing so skews our reporting. However, when agents select "Close ticket" they get popups stating “Status has been successfully updated”.
Creating & closing tickets with emails
We use an RMM package called Atera and are attempting to use it to automatically generate tickets when a machines/resource goes down. Generating the tickets is the simple part, but I'd like to be able to automatically close tickets if the issue resolves
Autotranslate KB Categories in Zoho Desk Help
Hello, is it possible to autotranslate KB categories in Zoho Desk Help Center? Thank you
Ticket template with layout information
Hello, I noticed the following very user-friendly behaviour. The ticket templates are only displayed for the matching layouts. This means that if I want to use a ticket template that does not use the standard layout, I have to click at least twice until
Creating Work Orders/ Zoho Support
Is there a platform that will allow me to create work orders based off of tickets from support? If not is there anything you suggest that will help with this task?
More views for Help Center
The current iteration of the help center allows for viewing/sorting Open, On Hold and closed tickets. It would be nice if end users could view a combination of tickets. Perhaps make these check boxes rather than drop downs or add filters for All tickets
Notify only specific agents when they are mentioned in a ticket or comment
Hello, By default, when an agent is mentioned in a Ticket or Comment, the agent can be notified. This setting is located in Setup > Notify > Notification Rules > Agent Notifications (section) > Mentioning in a ticket. This setting is an everyone-or-noone
Adding tags to a view
Tags doesn't appear to be added as a column in views. Is there a way this can be added without making it a custom field?
Access Contact Fields from Ticket Template
Hello, I am synchronizing my CRM Contacts -> Desk Contacts so that I can have more useful templates to respond to customers. The issue is that I cannot seem to access any of the Desk Contacts information as a placeholder when I am creating the email template
error on activate several workflows
Hello, when I try to activate several workflows one after the other, I get this error message: In the network tab in the chrome devtools I get the following response when I try to execute the action: {"errMsg":"URL_ROLLING_THROTTLES_LIMIT_EXCEEDED"} With
Arrange articles in Help Center
Hello, is it possible to show the articles in the help center with a custom order? The only options I see are: Order By: oldest first/newest first Sort By: created time/modified time Thank you
the body of the email message that creates a request should become the description of the request
Since the search engine does not consider the content of the emails, if the body of the email message were to be copied into the description, that would facilitate the location of a request. Also, since most requests are created by email, it seems odd that the description box is usually empty...
Crating a layout for particular sention
Hi, I am using CRM Plus in organisation. And my problem is that I am creating one layout for particular section and I want to add some lookup fields to auto fill all details when I select the account or contact on when I am creating a new ticket. That's
Does Zoho desk allow for paid communities?
Hi, I’m interested in software that allows me to have paid communities similar to what “Mighty Networks” does. Is this a thing here?
Are agent roles mandatory?
we're a small office with only 8 Agents. I have inherited Zoho and found that we don't really need Users and Control | Permissions | Roles. Are Roles mandatory or required? What happens if I delete them? (other than moving the Agents to the top role
Please allow characters in tags like periods (.) and hyphens (-)
In our previous helpdesk system, we tag tickets with the website domain/project it is in relation to like domain.tld but I have just noticed that in Zoho Desk, it strips out characters and becomes like examplecouk. It would be really helpful if you could
Send Desk invitation from a specific email address
Hello, is it possible to always send users Desk invitation e-mail always from a specific address (regardless of the user sending the invitation)? Thank you
Create contacts with the "Reply To" email address With From address "Name"
Hi, Now by enabling "Create contacts with the "Reply To" email address" checkmark in Setting>channels>Email>Other, the contacts will be create by 'Reply-to' field, is there a way to create contact by email from 'Reply-to' field and contact name from 'From'
Is there a way to export my tickets to a spreadsheet?
I'm using Zoho Desk professional version and I'm wondering if there is a way to export a list of my tickets that I have in the system? I'd love to export to a spreadsheet - other ticketing systems I've worked with have this ability and it would be super helpful to my workflow as the technical manager to grab a list.
Inbound email log?
We have several inbound emails that are not creating tickets. I need to search the Zohodesk inbound log to find out why. Where can I find this log?
Agent permissions out of the profile configuration
Hello dear Zoho community, I took over the administration of my company portal on Zoho Desk (managing agents and all the Zoho-Desk-related stuff), so there were some things already in place, notably regarding agent permissions on tickets and knowledge
sections populating as categories
Our help center is currently experiencing a bug. When you open a section then reload the page, the help center will display that section as a category on the left side navigation menu. When you try to interact with that "category" in the navigation menu,
"Sending Failed" when trying to reply to tickets
Hi, When I try to send replies to tickets I am getting "Sending Failed" message at the top of the screen, It happened first about 5 or 6 weeks ago, but multiple retries usually resulted in the reply being sent, but today I'm getting the message all the
Placeholders in Field Update Actions in Workflow Rules
When you are configuring a new workflow rule that uses field updates, can you use placeholders for the value of the field update? I'd like to have the Subject of the ticket updated with some static text and values from 3 fields.
Customer Portal Zoho Desk | Ticket creator name visible on ticket details page
Hello, How can the name of the ticket creator be displayed on the ticket detail page? If I set "Team Tickets" in the overview page, I can see the name: On the ticket detail page you see only the e-mail address of the contact person, but the name must
Use makro for more than 25 tickets simultaneously
Hello, since the functionality of Bulk Updates is severely limited, see this post "Bulk update not possible - field is used in a validation rule", I would like to know how to solve the following problem with macros. Let's assume that the macro is to replace
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