ZylkerShop: Building a Thriving Community
Hello, everyone! This week, let's discover how Zoho Desk's Community module empowered ZylkerShop to get their customers talking. We’ll dive into the tools and insights that helped them connect with their audience on a whole new level! ZylkerShop set up
Turn Ticket into Zoho CRM Lead
Is there a way to set up Zoho Desk -> Zoho CRM integration in a way that would allow out support agents to turn a Help Desk ticket into Zoho CRM Lead?
Lost the ability to sort by ticket owner
Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?
Stay informed with API Usage Alerts
Hello everyone, We have introduced API Usage Alerts, a new feature designed to manage API usage more effectively. This feature ensures users receive notifications when their API usage reaches a set threshold. This enables admins to promptly address the
Overview of all activity in tickets / threads
Hi, I'm wondering if there is a possibility to create an overview of alle activity in DESK? By all activity I mean, all comments, posts, replies, new tickets, etc...? With the purpose for a manager to have an overview of what is happening in DESK, without
In focus: New privacy and security settings in Radar
Hello everyone, Welcome to the third edition of Radar In focus series. In this instalment, we're discussing Radar's new privacy and security settings. The advent of mobile help desk apps has changed customer support in numerous ways. Along with providing
Scan and upload documents to tickets, comments, and activities
Hello Everyone! To give effective support to the end-users, agents often have to attach information or documents such as an invoice or purchase order. The Zoho Desk app allows the users to include such important details in the form of photos, files, voice
How can I create a view on tickets followed?
In Desk, there does not seem to be an option to create a view to filter out tickets which the agent is a follower on. Can this be achieved?
Time Entry : Auto fill fields Hours minutes seconds
Hello world, Do someone know a script (for workflow rules) which fill automatically fields hours spent, minutes spent, seconds spent when we fill Executed time and End time Formula should start from (End time - Executed time) Thx in advance
API for drafting an email for zoho support tickets
Hi, Is there any ZOHO API available for drafting an email for zoho support ticket.? Please let me know if there is such API. Thanks Shams
how to remove email headers from Zoho Desk emails and replies from customers?
I'm testing Zoho Desk at the moment ant noticed some very annoying with the emails that go back and forth, the email headers are always included on the conversation in the web interface and the customer also receives emails with these readers showing up on replied. This makes the reply email ticket from zoho look ugly, plus it is a lot ov useless visual poluttion. I'm testing Zendesk for example and it removes all this non necessary information and you receive an email with a nice and clear summary
Merge Fewer Work Tickets
Every time someone emails our support email it automatically opens a new ticket. However this email is getting used a lot and multiple tickets are being opened for the same issue. Is there a better way to streamline this so we aren’t having to spend as
Parentwindow reference error
Hi, I have a use case where I would like to embed an iframe in the Zohodesk layout and open our application from inside the iframe. Using this iframe I can do various operations using Zoho Desk API.So, I created the extension using Zoho Desk Extension
Zoho Desk Ticket Properties
Hi Zoho Team, Checking on this if we have another outage on specific ticket module under properties. **Some of our departments aren't affected.
Agents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:
Agents unable to view ticket content
For the past hour and a half users who submit tickets and agents are unable to view the ticket content. When a ticket is submitted the user gets a forever loading screen, and the agents only see a "Something went wrong" error
How do I edit the auto response we send to clients when they send an email and a ticket is opened?
Hi, we have set an auto-response email that every client gets when he\she sends an email and a ticket is opened. I'd like to edit the wordings of the response, but cant find it in settings->Automation.
Changing Color Theme of Guided Conversations
Hello, We have recently added Guided Conversations to one of our websites, but I am wondering if there is a way to customize the color scheme so it matches the appearance of the website? Thank you in advance!
The Knowledge Base: Your One-Stop Information Hub
Hello Everyone! As we celebrate Deepavali, the festival of lights—a time when our homes and hearts glow with warmth and joy—we at Zoho Desk wish to bring the same light to your customer service. With our Knowledge Base module, we aim to illuminate your
Organizing Knowledge Base Content with Accordions and Tabs
Hello everyone, Breaking down extensive content into bite-sized information improves comprehension and readability. Proper organization and structurization of content is vital in helping readers understand. We have tried to implement these factors in
Automation to upgrade priority of ticket in desk after 60 days/Custom Functions in Zoho Desk
I am trying to have a ticket automatically update its priority to high once it has been open for X days. I figured I could do this with a custom function, but I can't find much documentation to help me grab the correct fields in my ticket. I have used
Assign a Lite Agent or Regular Agent to Account
We need to be able to assign an Agent (preferably a Lite Agent since all we will give is read \ view access). We generate Monthly bill reports for Accounts that are emailed via Advance Analytics. When the accountants see a charge and want the details,
Set Status when replying
When sending an email reply (to a ticket), is it possible to automatically set the Status at the same time i.e. with one click? I previously used Zendesk which did this by providing options like Submit as Open; Submit as Pending, Submit as On Hold
Zoho Desk Autumn Release - 2024 — Post 2
Continued from Zoho Desk Autumn Release - 2024 - Post one Automation Reply directly from the IM channel during specific blueprint transitions Agents can respond to a ticket through an IM channel right from within the Blueprint. For instance, if a customer
How to change the ticket layout when manually opening it?
I need to change the ticket layout displayed while opening it. I already have the ticket field I want to be filled, but I cannot display it during the ticket opening process. Just to be clear, I am referring to the ticket opening process inside the Zoho
WhatsApp and Desk ticket integration not working
Good morning, We have integrated WhatsApp for Business into our Zoho Desk and we are able to have conversations with our clients without any problems. We are also able to raise a ticket from a WhatsApp message, however this is where the integration seems
Delete a channel
I need delete a channel in tickets.
Individual Ticket Color
It would be great if we can assign color for tickets like this: or this : it will help to find tickets Thanks Regards
Automation#18: Automatically Fetch Values from Contacts to the Tickets Module
Hello Everyone, Welcome to this week's edition, where you can seamlessly sync fields from the Contacts to the Tickets module. For efficient business operations, it's crucial to have details mapped across different modules. Zylker Secure offers antivirus
Spell Checker in Zoho desk
Is there a way to set always check spelling before sending? Outlook does this and it is a handy tool to avoid typos
Customer Service Level report
Hi, Is there a plan to have Customer Service Level report available to the Customer to download? i.e. a customer facing report that provides key data on tickets. per status per product domain, per user, % resolution etc... Thanks, Hasna
zoho.desk.update doesn't change 'reply to' when changing Contact
I have a creator script that sends a Form to Desk for stuff like setting up new employees etc.. Due to new email restrictions, we can no longer fake the 'from' address so it must come from one of our emails, like 'support@domain.com'. So I developed a
Set ticket threshold for the agents for optimum ticket assignment
Hello everyone, The round-robin assignment allows the admins to set a department-wide threshold. In addition to this, admins can now set thresholds for individual agents within a department. Note that the agent-level threshold is available upon request.
Article Name Sorting in Zoho Desk Knowledge Base (agent / admin side)
Dear Zoho Desk Support, We are writing to request an enhancement to the Knowledge Base management feature within Zoho Desk. Currently, there is no option to sort articles by their name, which significantly hinders efficient article management, especially
Option to Delete Chats in IM
Currently, there is no option to delete any chats in IM, regardless of their source.
Application of zoho.adminuserid parameter in deluge
I want to use the sendmail function in Deluge, but when I call zoho.adminuserid as the sender, I found that the email address is actually my account’s address. I’m supposed to be just a regular user account, and after checking the Company settings, I
Can I trigger an action in an extension using automation in Zoho Desk?
I have integrated Zoho Survey in Zoho Desk. I'm wondering if I can create an automation that would send a survey based on the classification/category of a ticket when it is closed. Is this possible?
Improved User Identification and Ticket Association in Guided Conversation Flow (Chatbot)
We’d love to see some enhancements in Zoho Desk’s “GC Flow” to streamline ticket management and improve user support experiences. Here’s the idea: Currently, when users enter information like name, email, or company during a chatbot session, this data
Escalation Notifications via Slack Integration
Hi, Per my understanding of the settings in the Slack Integration, I am able to set it up to notify when an escalation trigger has been started, is that correct? I have done some testing and I can only seem to get it to send the escalation notification
ZOHO DESK link with Power BI
HI, I am using ZOHO Desk for last two years and now my client is asking to integrate ZOHO desk data to Power BI so that they can use Data for reporting. Kindly guide in details so that i can give access to ZOHO desk export data for more visibility.
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