Documentation
Does anyone use the built-in Zoho Knowledge Base for technical writing/documentation? If so, what is your workflow? Do you use Zoho Writer or some external tool for authoring?
Notification Center doesn't update anymore
We are used to using the Notification Center of the Zoho Desk to follow all tickets updates, but I've noticed its last notification was from 11 days ago, as shown in the image below. How I can found out why this happened, and how can I resolve it?
In Standard version can I add a tag depending on the subject using Workflows?
Hi, I'm testing the standard version. I've found documentation on how to add tags using workflows (https://help.zoho.com/portal/en/kb/desk/automation/workflows/articles/custom-actions-gallery#Action_Failure_on_DeletingDeactivating_an_Agent) however the
Ability to re-order Workflow Rules
We really need the ability to re-order workflow rules within departments. Either the ability to drag/drop them into a different order or something.
Round robin not processing backlog tickets
We set up a round-robin for one of our departments which initially worked, but something seems to have broken during the 'tweaking' process as it will no longer assign backlogged tickets of any kind. (I've included images of the settings.) Based on the
Issues with plugin-manifest.json
Hello community, I just began creating an extension for our company, as we customers, which write e-mails to different departments. So now I want to create a widget, which checks, if the customer has more then one open ticket. The problem is, that after
How to keep senders email address details when email is fowared from my helpdesk mailbox to my zoho helpdesk system
Hi everyone, Im trying to get the emails from my helpdesk outlook account that are fowarded to my zoho email support address to show up as tickets with the sender's details. Right now every email is fowarded to my zoho account and they are portrayed as
Default Dashboard Additional Filters
Hi Zoho Desk Team, Is there a way to add more filters to the default dashboard, like "Country" and "Account Name"? Right now, the filters are limited. Also, can you extend the duration filter to 1 year? Currently, it only goes up to 1 month. Thank you,
File Encryption - Zoho Desk iOS app update
Hello, Everyone! We have now introduced the 'File Encryption' option within the Zoho Desk app as part of the HIPAA Compliance. This option allows the user to encrypt the attachments within the Desk mobile app, which acts as an additional layer of security.
Enhanced Control Over API Calls for Zia Generative AI Integration
Hello, We would like to request an improvement to the way API calls are handled in Zoho Desk when using the Zia Generative AI integration with OpenAI. Current Issue: It appears that API calls to OpenAI are being triggered automatically whenever a ticket
Add Email Failure Data to Relevant Tickets
Hi Team, I would like to request a feature enhancement for Zoho Desk. Currently, when navigating to the "All Departments" view, there is an Email Failure section under the Notifications section. However, the failure information is not added to the relevant
Enhanced Round-Robin Ticket Assignment Rule Criteria
Dear Zoho Desk Team, I hope this message finds you well. I am currently utilizing the Round-Robin Ticket Assignment Rules with the Load-Based Assignment option in Zoho Desk. This option allows tickets to be assigned to agents based on their load until
Customer Alert Status
Can the system send a notice to the customer when the ticket is moved to a different status? Thanks Rudy
How can we assign the "Revoke Blueprint" permission to agents?
There isn't an option on the "Permissions" list for this function. How can we assign this permission to particular agents?
How to filter E-Mails, where Zoho Desk Acoount is only in CC
Dear All, we would like to filter the incoming e-mails, where zoho account is only in CC, not in main recipients. Is there any solutions for this? Thank you in advance!
I can't log in to our help desk portal.
I am having problems logging into our help desk portal. Since the user changes their password in AD, the password is not replicated to our help desk, Enterprise Service Desk version. And the user cannot log in. We have already checked the integration
Zoho Translator for Zoho Desk not working
We have added the Zoho Translator extensions in our Desk environment, but when trying to use it we do not have the option to select the translation language within the ticket. We have followed the setup process for the extension as outlined in this help
Approval Tab/Process Should be Improved
Current, the approval tab process is lacking quite a bit of functionality that we think is really important: 1. When the person is approving/Denying a request, they don't have a way to leave a message/comment connected to that approval/denial. Just simply
Enhancing Customer Connections through Help Center Customization
Hello Everyone! Welcome to journeying with ZylkerShop on setting up its Help Center. ZylkerShop set up the customer portal for its users to have a self-service platform as well as grab the mind share of its customers with Branding. ZylkerShop made use
Add Button on Tickets
is there a way I could add another button on the ticket aside of "closed ticket" only. Like I want to add another button "Send & Pending", "Pending for Response" like that.
Desk "From" SMTP using Gmail "Less Secure" Passwords
Hi guys, In the fall of this year, Google state: "For actions users can take, go to Less secure apps & your Google Account. Starting in the Fall of 2024, Google Workspace accounts will no longer support less secure apps, third-party apps or devices that
Is there an chat integration for internal use only?
I'm thinking to integrate a viber app to zoho desk but for an internal only. Like when someone message in a group chat it will pop up inside the zoho desk. Is it possible?
Articles linking to other areas in Zoho
Hello, I was just wondering if it was possible to either have articles linking to other parts of zoho (customers/projects/vault) or to have the other apps linking to the article. What we are trying to set up is Customer Articles, so details of the customers
Can we get all ticket list without limitation using zoho api once?
Hi support team. I'm using zoho api nowadays. I have a question. I'm trying to get all tickets using api. But I noticed the api that get ticket list has a limit. The limit is 100. I don't wanna call lots of times to get all ticket list. It takes much
Problem mentioning a user in Zoho Desk API
Hello ! I would like to ask for help. I'm trying to make a request to the Zoho Desk API, URL: https://desk.zoho.com/DeskAPIDocument#TicketsComments To create comments and would like to mention a user, according to the documentation you need to send zsu[@user:{zuid}zsu
Zoho Outbound email rate limited.
Hi, A staff member sent through an email to the customer's hotmail account and we received the below error. Original-Recipient: rfc822;customer@hotmail.com (changed for privacy) Final-Recipient: rfc822; customer@hotmail.com(changed for privacy) Status:
Customer Feedback receive via API
Hello Support Team, We are looking for the customer in our site to rate the support agents after ticket closure in our platform instead of mail. Is there any API that will help me to post the link with the message of the Customer Feedback Screen where
Desk API Downtime
Ever since I started using the Desk API I have seen extremely frequent downtime. Every 15-60 minutes we receive a response from a Desk API call of: Zoho - Temporarily Unavailable Our service is temporarily unavailable. We are currently working to restore it. Why is the API so unreliable? What can we do to fix the stability of the API?
Clickable url in Zoho Desk ticket
Hi, I've the following code: mp.put("subject","Controleer het nummer van " + bedrijf + ""); mp.put("channel","Automatisch gegenereerd"); mp.put("description","Zie https://crm.zoho.eu/crm/org2XXXXXXX/tab/CuXXXXXXX/"+ Id + " voor afhandeling van dit ticket");
Allow the usage of Multi-Select fields as the primary field on "Layout Rules"
We want to force our users to enter some explanation strings when a multi-select field has been utilized. I can't understand the reason for the usage restriction of Multi-Select fields as a primary field. This is a simple "Display hidden mandatory field
Zoho Desk Keyboard shortcuts - Send the message im typing
Hello Community! I was going through the keyboard shortcuts and found many wonderful options. However, the specific shortcut I was looking for wasn't listed. It would be convenient if there was a keyboard shortcut to send the message I am typing without
Closing connected ticket after closing WA conversation
Hi, At the moment, once someone sends a message to our WA number, a corresponding ticket is automatically created. After the question is answered, our support department closes the chat/conversation. However, after that, the connected ticket is still
Ensure safe file attachment and sharing with Attachment Control in Zoho Desk
Hello everyone, The Attachment Control feature in Zoho Desk is designed to help you better manage and secure the files attached to support tickets. Why Attachment Control Matters? Imagine you’re handling a support ticket where a customer has uploaded
Zoho Desk deletes Description thread on owner change
We have been experiencing some issues for a few months with our tickets. Our emails are directly linked with zoho desk email to create ticket on email reception. Tickets are populated automatically. Randomly, when we make changes to the ticket, and change
Dashboard "Set as Default"
Because your reporting lacks the ability to display based on who the logged in user is and your views have very limited ability to pull based on dates, I have to build reports and dashboards for each user. It would be nice if they could set their own
Zoho Desk Customer Account Hierarchy
So we are trying to get this customer to switch over to Zoho Desk. During the demo they came in with a question after and I was not able to find the solution. So in Zoho CRM you have a concept of Account Hierarchy where let's say office 2 reports to office
Forwarding email into Desk - DMARC errors
Hi, Our email domain is hosted through Exchange Online (Office 365). Customers email support@ourdomain.xyz which is delivered to Exchange. Exchange rewrites the TO email header to the email address associated with our Zoho Desk (support@ourdomain.zoho.xyz).
Zoho Desk help center link Contact module
When using the Help Center, is it possible to have users fill in their country and company during registration and link this information to the basic fields in the Contact module?
Customer Agent can see all company tickets
Hi together, we have a lot of customers with an onsite contact who needs to see ALL tickets from his company. Lets call him "First-level Agent onsite" It would be great to have an option to say "Okey, John Smith can see all Tickets from "Company XY" in
Alert agents when tickets need attention (e.g. older than X days and still "open")
Is there a way to have the ticket owner be notified when one of their tickets is more than X days old and e.g. is still in an open status (i.e. not "waiting on customer" or "on hold"? In other words, to alert them when an old ticket needs their attention?
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