Is there any way that I can trigger ticket receipt confirmation email per my contact group type
Hi Team, Is there any way that I can trigger ticket receipt confirmation email per my contact group type, for example if client is from region UK then send them this ticket notification for ticket creation and if Australian then trigger this ticket creation
How to track total volume of all ticket touches in a set period of time?
The dashboard clearly identifies new ticket and closed ticket volume for a period of time, however it does not count all the times the ticket had activity on it in-between open and close. I need to be able to quantify my agents work and many times a
Editable Field on Ticket List Table View
Hi, Is there a way to allow the "classifications" field to be updated on the ticket list table view of tickets screen to allow for an update using a our preset dropdown in the same manner as which you can update the status field? The "ticket owner" can
multiple phone fields- calling out
finally started using Desk. We have it linked to CRM and we use Ringcentral. In CRM we can ringout from either a customers home, office or mobile number. In desk only one field has that option. Any ideas
Connecting Zoho community feature to slack group message
Hi Team, Is it possible to connect zoho community with slack group message if yes how? I would like any feature post submitted to our community portal to trigger a message to the designated slack group message just like how we have our zoho desk ticket
Permalink edit button brings up a blank page
Hi! I've been trying to update the permalink of one of our knowledge base articles without success. I know you have redesigned the permalink edit feature. The thing is - it is currently rendering a blank page instead of the permalink update pop up. I've
Power Automate Emails sent sucessfully but it won't show up in Zoho Desk tickets queque
Hello there, I created a microsoft flows that send emails to Zoho Desk. I input the Zoho email address I had in the outlook 365 email exchange. The flow testing was sucessful and it said the emails were sent. However, I did not get the emails or email
Layout set by department
is it possible to have 1 layout between different departments? I need the same layout with those fields and information across many departments. I can only find how to create new layouts in each department, which will take me days.
Desk - New ticket email not received when using exchange admin centre
We have setup exchange admin centre to route an email sent to support@[myCompany].com to support@[myCompany].zohodesk.eu When support@[myCompany].com is used - a new ticket is created as expected. However, the sending email address (an external @gmail)
Getting rid of automatic replies like for vacations
Hello Community ! I'd like to get rid of the auto replies like this one in the pictures. It seems like the only way for me is to create another ticket from it and then delete it. It's a little bit "too much" It would be cool to be able just to delete
i want to get the embed code of ticket page
HI sir, i want to get the embed code for my wordpress website of this page , its ticket page , please tell us the steps for it.. : https://desk.zoho.com/portal/kayakdistribution/en/newticket?departmentId=471315000000006907&layoutId=471315000000074011
Mass delete customers in DESK
Hello community ! Fisrt question here. New user to DESK, I made the mistake of linking desk and CRM together.. seems somes contacts from CRM appears now on DESK but it's not wanted. I don't find an option to mass delete them in DESK. I can select them
Accessing fields in the Jira integration via Zapier
I am attempting to build a small automation in Zoho Desk via Zapier. The automation would update a field in Jira when a field in Zoho Desk was changed. The fields on the Zoho Desk ticket that have to do with our Jira integration (Jira ticket number,
Converting Chats to Tickets is no longer working
The option to add a chat as a ticket was a really nice way to create a ticket based on a support chat. This feature is no longer working in our account. When we click the link, we get an error 'Unable to convert chat to ticket". I previously
Notify contact owner no longer available
Hi team, I used to be able to select notify record owner in my alert workflow under Macro but I don't see it anymore why? See screenshot below:
Can you give Zia a list of tags that you want it to learn?
We have just reached the point that Zia will start auto tagging but it did not pick up on some of the tags that I hoped it would. Is there a way to guide it to look for certain things? Namely we have a bunch of named entities like "Lake Side", "The Elms",
Desk Reports - You Have No Permission to Perform this Action
Hi, I've used a default Ticket Report to create a custom Report, i can save it but i cannot run it after saving with error "You Have No Permission to Perform this Action". Steps i did 1. Open Zoho Desk 2. Go to Reports 3. Open "All Overdue Tickets" 3.
Is it possible to make custom fields that are dependent on other fields show/hide when the parent field is left blank?
Our current helpdesk software allows users to make custom field "Categories" that are categorized by department with which users can then associate custom fields. When one category is selected, only a predefined set of fields show up and the others hide, which enables our departments to tackle multiple kinds of tickets as well as prepare them for escalation to other departments. For example, when we select the Communications category under the Marketing department's category in the drop-down (see
Field Dependencies should be available in Webform
Currently, the field dependencies are not supported on Webform. e.g., if I have project X in location A, Y in B and project Z in location C. The field values of project should be shown based on location selected. This feature is available on the Zoho desk portal but not on Webform. This should be included in Webform.
Blueprints - Assigning tasks to an Agent in a different department
Hello all, I am building a Blueprint in "Department A" at the moment and am having difficulty with a couple of the tasks that are part of the flow. I have a Transition where I need to assign a task in the "After" tab, to "Department B", but I am really
Source of HTML code for email templates
Hi, There are a lot of email templates in ZOHO DESK settings but very poor options to navigate, missing search option, no clone option. However, is there any chance to clone a ready message to improve it? Is there any chance to display HTML code of
Zoho Desk - On behalf of - ticket creation @eu-service.mailer.zohosupport.com
Same issue as below. This only happens on ticket creation. Replies to tickets are fine. Does someone from support need to enable a setting on their end? How to remove desk-mailer.zohodesk.eu from New Ticket email from address
Our ticket submission page no longer has fields for the customer to enter information.
See screenshot Seems to have happened in the last 24 hours
Customers Cannot Receive Notification Emails
We configured our Desk to send notification emails whenever a ticket is logged. But starting from yesterday(06/28/2021) (or could be earlier we just did not notice), our customers stopped receiving any notification emails. We checked ZOHO Desk ticket
I am receiving this error message when I click the category title in our Zoho Community.
I am receiving this error message when I click the category title in our Zoho Community. ({'result':'failure','reason':'categoryid' ,'errorcode':'UNABLE_TO_PARSE_DATA_TYPE' }) Please help! Jody J Steeg
Content is not available. Please try again after some time
All my tickets are showing this when trying to open them. I assumed it was because my trial had expired. So I upgraded for a month and all tickets are still showing this message.
Direct Assignment Rules not triggering
Say, an assignment rule is created in Dept B. And when a move a ticket from Dept A to Dept B. The Assignment Rule isn't triggering. How do we get the Assignment Rules to trigger for the Moved tickets?
Master contract list
Hi, Is there a way to view all outstanding contracts in Zoho Desk, across all accounts? This would provide a good overview for support management. BR Christian
show latest commented ticket at top in the all tickets and my tickets view page
In the ALL tickets section, The tickets at the top are not last modified time It is only based on ticket ID and the customer response time. I want it based on the last modified time.
Table ticket view not available in the 'All Department' ticket view
Hi, Whilst in the 'All Departments' ticket view, I can only see the 'Classic' and 'Compact' ticket views. Within each individual ticket view, I can see the 'Classic', 'Compact' *and* 'Table' ticket views. Is it possible to enable the Table view across
I keep receiving "XXXX has rated for you " messages
Hi ZOHO desk community, I keep receiving the messages "XXXX has rated for you" after I reply to a ticket. The customer rating option is disabled and I don't seem to find any other notification I could turn off (please see screenshot below) Thank you!
Light Agents and dashboards
This is kind of three questions in one. 1. We have our support agents in one department dealing with requests related to multiple independent entities. If someone from one of those entities (setup as a light agent) wants to look at a dashboard of
Tickets based on two suport email addresses - flagging tickets based on the email there were sent to
Hi, we have two separate Helpdesk emails. One is support@mycompany.com the other is implementation@mycompany.com. I connected both emails to Zoho desk and emails from both inboxes generate tickets. On the tickets list I would like to know which ticket
Contracts in Desk
What is the purpose of contracts in desk? I can't associate tickets to contracts or time. Unless I am missing something. Any ideas?
Help Center users can't be removed from groups
Hello, Zoho One user here. I have the following persistent problem: when an end-user (Help Center User) is added to a group, it can never be removed from it. When editing the user and hovering over the group name, it shows the red X, and when you click
Removing Close Ticket and Ticket properties options from help center
Hey everyone, I'm looking to remove the end user's ability to edit ticket properties or close tickets through the ticket view page in the help centre. Currently users are able to see each other's tickets, which is great, but I don't want them able to
Can customer register himself?
I am browsing through zoho support and would like to let the customer to be able to track their own requests after submitting it. Is that possible? If not, when can this function be available?
Status Types and SLAs
As I see it, Zoho Desk has two Status Types: Open and Closed. Open has SLA timers running and Closed does not. However, there should be a 3rd (or better customizable) status type, like Pause. There is no way to pause SLA to reflect time awaiting things
Zoho Desk very slow/laggy
Using Chrome 91.0.4472.77 no issues with other sites. it's always slow 100% of the time. Any suggestions?
Delete Zoho Desk Account
I setup a test Desk account to see how it worked for a non-profit I was helping out. So it has their names in it and things like that. I was able to change everything but the email domain which reads @nerna.zohodesk.com which I do not want it to read,
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