"Two" default states of tickets
Hi, When tickets are created of course we want them to be labeled as "new". However, when they are reopened we want them to fall back to "processed" category. Is there any way to do this (e.g. blueprint etc?) Thanks, Jerzy
Unable to Create 2 Drafts
Hi, I was trying to create 2 drafts & save them as different drafts. However, first draft was gone when I created & saved second draft in my end. I have confirmed that there have been same issue happened to our colleagues. Is this a product bug? FYI,
Knowledge base Tags suggestion feature missing
Hello, Recently me and my team have noticed that tags suggestion is no longer available, when creating new articles. As a 'suggestion', I mean exactly this feature shown below. For example, in our Help Center we have several articles tagged with the term
JIRA and Zoho Desk
Hi, I recently installed JIRA extension in our Zoho Desk dashboard, the integration is alreadfy configured. However I've noticed (or found information) only about submitting tickets from Zoho and convert them to JIRA issues or integrate them into JIRA
Dynamic Ticket Forms
Is it possible to create dynamic ticket forms? The ticket form would have a dropdown that has the following choices: Shipping Questions, Returns, Sales Questions. If a customer selects Shipping Questions the ticket form would have a field that says
Best way to implement multi-level SLAs
Hi, I find the blueprint feature very useful, and it is great to be able to apply state-level SLAs. However, in a multi-level SLAs, what is the best approach to best track them? Say I have an SLA on a state, but that SLA is different depending on the
Multi-Layout (Beta) release
Creating a layout for customer support teams that share several processes under one common department is a challenge. First thing that comes into the agent's mind is the number of fields that are irrelevant to ones process. This challenge also extends
TLS version in From email address configuration
Hi, When I setup from email address and choice to use SMTP. Which version of TLS is used at the backend? Thanks. Darius
Zoho Desk & Facebook Integraton
The current "channel" integration is useless because it only integrates with Facebook personal pages, instead of business pages. If your business is only using a person page on Facebook, you will have a bunch of other non-ideal consequences. There is
Zoho Desk SLow
Zoho desk is very very slow, I can't work like that and I think no body can!
Creating a Browser alert for new tickets
I cannot figure out how to create a broswer alert when new tickets are created that do not have a ticket owner.
Setting up an internal helpdesk
Hi, I want to use Zoho desk multi-branding to provide an internal help center for staff. I want my agents to be able to login to the help center, view KB articles ("how to use the office printer" for example) and add tickets (internal IT support tickets for example). The help center must be private and therefore require registration to access. Agents will also of course be logging into the main helpdesk to process tickets from external customers. The help center will be hosted on a mapped domain,
How can I do custom coding or change templates of KB page?
I'm using KB for a long time. But I don't think my customer are finding is effective as it hard to find the right solutions. So, I want to change the template or UI design of my KB page. How can I do that? Can I do custom coding on that page or use different
unable to change ticket assignment
I have a ticket that I would like to change the assignment on. Everytime I try to change it, the change is not saved and it reverts back to the original assignee. I have tried changing it in the ticket list and in the ticket itself. This is not the only
Desktop/browser notification on new Tickets
i am trying to figure out how to setup the system so i can get a browser notification each time a new ticket is created in our system. (ie status is open & ticket owner is empty). i see these two threads https://help.zoho.com/portal/en/community/topic/one-hour-notification-for-new-tickets
Switch Blueprint on Existing Ticket
We have several blueprints that get applied to a ticket based on the Category. Sometimes, the wrong category will be selected resulting in the wrong blueprint being applied. Sometimes this isn't noticed until the blueprint has gone through a few transitions.
Tickets linked to a Support Department not showing in CRM
Hello, Our organization has six different departments and tickets related to CRM clients are integrated to show in the CRM display of Zoho Support tickets The tickets assigned to Accounts are not showing in the CRM Refer screenshots from Support and
How can I see in a Kb report the date of a published article?
I am looking for the criteria "Published Date" in the Kb reports. I need to know when an article was created and when this article was actually published. Thanks for your help.
Accounts and Contacts in Zoho
When looking at accounts and contacts, it doesn't appear there are ways to toggle views. It's just All Contacts and Spam contacts. It would be helpful to at least show more on the contact line for the user. Example below, we're looking at the Ash record
Trigger a comment based on a action via custom function
Hi Team, I would like to trigger a comment where I am mentioning the ticket owner with what needs to be done as a next step. And I want to trigger this comment only when customer reply to a closed ticket which we are not allowing it to reopen and most
Views and visibilty
When looking at the list of available views, it is not easily discernable what views are must visible to me, visible to the team or visible to everyone. It would be nice if there were Icons or something to differentiate these view in the list of vie
How can I change the role of an agent? Zohodesk is automatically making everyone "CEO" and there is no field for me to edit that
I have the default "CEO" and "Manager" roles in my account and I know how to add more if need be. However, every new agent that I create is automatically assigned the role of "CEO" and when I click to edit the agent's role, there is no field that allows me to make an edit to that. It's the weirdest thing. How do I solve this?
Option to archive Default Ticket View.
Hi Team, Hope you're all well. Yet another feature request :) I was wondering if you would consider the Option to archive Default Ticket View. Currently this is only possible for Custom Ticket view and the list is very long, often not used by everyone.
BETA Multilingual KB search UI
Hello, I asked to have multilingual KB activated mainly to allow our agents to modify any KB. By the way, the multingual feature could be interesting for us in some case and it seems to have been nicely implemented. But i have to complain a bit about
Gallery not available
Hi, I can't open the gallery or place images from the gallery. I asked our previous supplier Apora for it, our own IT department did investigated. But all solutions, like cleaning the memory, cookies and so on, didn't solve it. What can be the reason
Custom Ticket IDs
We need to add a prefix to our Ticket ID so that customers do not confuse tickets with order numbers on our website. So instead of just Ticket Number: 1000, we would want the ticket ID to be Ticket Number: T1000 . Is this possible?
Different agent signatures for different departments
It would be very helpful to configure different signatures for users that are members of more than one department.
Subscription Access to Desk
Can you control access to certain areas of desk based on if a customer has a current support subscription with our company? To explain, we sell support subscriptions to our customers allowing them to get Technical support on our products. If their support plan is not current they cannot submit tickets. Is there a way to control their access to desk so that if their subscription is expired they cannot submit a ticket? Also, it would be preferred if we can maintain a link between the CRM ( or if need
"Pause until...." feature
I am currently evaluating both FreshDesk and Zoho Desk and there is one use case we have that doesn't seem to be addressed directly in either. However, for Zoho Desk, I am still quite new to the app (in trial) so perhaps missing a concept here. The issue
SAML request from My Web Sİte
Hello there; 1. I am trying to integrate Zoho Desk Help Center portal with my website. When users in my website login and click the button associated with Zoho Help Center portal, they will be able to access my help center portal to manage their tickets
Setting up Remote Authentication for Help Center Portal
Firstly, my website's url is https://www.example.com/ and my Zoho Desk Help Center Portal's url is https://support.example.com/portal/. I am trying to have the customer Zoho Desk Help Center Portal be automatically accessed with credentials (login/password)
Zoho Desk
I work as IT for 4 hotels and there is 1 other IT person working with me, we are evaluating IT help desk ticketing systems and so far we like zoho desk. We have a few questions: 1) We will have most people logging their tickets via email so they will
Not being able to register different accounts and contacts for activities is a big problem
A ticket has an associated contact. The contact belongs to the account. When registering a call, the contact associated with the ticket will be automatically entered. If different contacts are to be entered, users can select them from the magnifying glass
Ticket History Tab Suggestions
The ticket history has some great filter by functionality. I really enjoy the feature Show only my activities. I was brainstorming a few features that would be great additions to this section of the ticket. - A toggle that allows you to Show only activities
Error while processing the request! Problem in connecting to the mail server with Ionos Mail
Hello. I want to add a response email with my SMTP. This is an email that I use at Ionos. However when I configure everything well, I get this error message: Error while processing the request! Problem in connecting to the mail server After several searches
Personnalize "Digitalsace Customer Self Service Portal Invitation"
Hi, Does anyone kno whow to personnalize the welcome mail on Portal ? Many thanks, Emmanuel
Need a way to 2 way sync only Accounts of Account Type Customer
Currently when using the either the one way sync or two way sync between Zoho CRM and Zoho Desk there is no way to only sync Accounts > Account Type = Customer. I do not want to add all accounts to Zoho Desk and clutter up the system with Accounts I
Second e-mail chain in same ticket
Hi, Whenever a client sends us a request by e-mail it generates a ticket in Zoho Desk. Usually, each client request we receive will originate a different (but related) chain of e-mails between our company and one or more suppliers of that product. For
disabled closing notification on hold status
i want when from on hold status is changed to closed status then customer can't receive closing notification. like the function below, but this function only exists when the status is open, so I want when the status is on hold this feature also exis
ISO Zoho Desk Consultant - Help with Training
Our Company just switched to Zoho Plus and the team member responsible for project management of all the modules just resigned. I'm looking for a Zoho Desk expert to help us with training to get our Customer Care team up and running on the platform.
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