Happiness Feedback Report
Hello, I want to see all the feedback, which has been left on ratings in a report for all past tickets. Unfortunately, the pre-built happiness dashboard only lets you go back one month. When I create a report, I cannot add the column 'feedback' and I
Zoho Desk API: set timeEntry.invoiceId = "" (null) [remove connection between ticket timeentry and books invoice]
Hi all, I would like to link time entries with invoices in Books via API. In doing so, I made a wrong connection, unfortunately I can no longer remove the InvoiceId! Very bad. :( How can I remove the link? Please help me, many thanks in advance! Deluge:
Enhancing self-service capabilities with AI-based Zia Answer Bot
Hello All, Zia Answer Bot is available with better accuracy to enhance the self-service capabilities of the platform and to empower the users to resolve queries independently. By leveraging knowledge base (KB) resources, the Answer Bot provides accurate
Export Emails
I want to export all the emails from customers so I can study their messages and study our company’s past responses to them. How do I export the actual messages?
Treat Submit a Ticket Form's Description Field Like a Dynamic Search for Related Articles?
Does anyone know if this is possible? If someone skips the KB and goes straight to the Submit a Ticket form, we would like to include a widget on the side that displays a list of related articles based on the words being typed into the Description field.
Desk Contact Name > split to First and Last name
I am new to Zoho and while setting up the Desk and Help Center, I saw that new tickets created or submitted from the Help Center used the Contact Name field. This would create a new Contact but put the person's name in the Last Name field only. The First
Can I close a call "Silently" so it doesn't send a close email?
Hi ZohoDesk, Is there any way of closing a call silently so it doesn't send an email. Scenarios where this may be required. An Account Manager logs a call for a client which is a discussion internally. They want something to be actioned for the client.
Building Extensions #12: Creating widgets with the JS SDK bundle in Zoho Desk - Config Params
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. In our previous post, we used Event APIs, along with the Data API and Request API, to create an extension that
Is it possible to send a auto email when a ticket is created?
Is it possible to send a auto email when a ticket is created? containing their ticket number
Automation#20 : Auto-Add Ticket Tags based on Keywords
Hello Everyone! Welcome to unveiling custom functions on our Community series. This week's post lets you add tags to your tickets automatically based on the keywords in the ticket subject and the ticket thread. Discover how this custom function helps
Tickets - Required Fields
Hello! I am fairly new to Zoho Desk. We have a 7 required fields in our tickets and need them to be completed before a ticket can be closed. The fields are a series of dropdowns and text fields where it cannot be blank. I saw somewhere that a blueprint
Suggestion: Download all attachments on a ticket
We often get tickets with multiple attachments and it would be nice to be able to download them all at once instead of individually. For example, today we got a ticket with 32 picture attachments (task request to post a real estate listiing). Thanks, Scott
custom module import.
Is there a way to import data into a custom module? Thanks Rudy
Approval - Report/Views
Hi, On Zoho Desk - Is there a way to report on pending approvals, or a view or similar?
Maximum number of active workflows
Hi team, Is there any plan to increase the maximum number of active workflows in a module ? We have reached the maximum number quite quickly and have already condensed similar workflows into one rule but we would really benefit from being able to create
Reportes versión Free
Alguien sabe como configurar los reportes de Zoho en la versión Free? o solo funciona en las versiones pagas?
Billing issue
Morning, I know I am posting in the wrong support group for my issue, but the Analytic team does not seem to be answering my tickets. I have replied to ticket no. 104757202 and opened a new ticket, 106850637, and got no reply. I also sent an email to
Passing Session Variables from GC Widget Script
Hi team, I need your help for passing session variables from the script so the actual scenario i need to define some user-related fields like username, email and contact etc.. and pass this data dynamically from my website that display the GC widget,
Alert vs. Email Reply in Blueprint / Workflow
Good evening, I have spent most of the day trying to figure out the best way to achieve what I believe should be a fairly simple task. Our CRM system automatically generates a support ticket when a property compliance certificate is within 30 days of
Export Ticket information
Hello, Is there a way to download all the ticket data, including the subject, content, contact name, etc., into an Excel file? If so, could you guide me through the steps?
Admin Control Over Agent Preferences in Zoho Desk
Hi Zoho Team, I’d like to request a feature that provides administrators with control over agent preferences in Zoho Desk. As it stands, agents can freely adjust settings under Settings -> Personalization -> Preferences (such as Auto Suggestions, Time
Ticket customer to be created as CRM Leads
Hello, We noticed that when we create a tiocket or a ticket is created from salesIq Chat, the contact name use in the ticket create a contact inthe CRM. Our process is that it should create a Leads instead. There re no way I found to change this behaviour.
Is it possible to create a Zoho CRM lead from within Zoho Support?
Hi, my client has a group email address enquiries@domainname.com. They're thinking about linking that to Zoho Support. This would work well for customer service emails but I'm wondering how they would handle new sales enquiries. Is it possible to create
Zoho Desk Notifications Stopped
It appears that the notifications in the desktop web session have stopped showing up so I no longer get the red dot appearing over the icon to show a new one. The last notification listed is 30th August after that, nothing. Does anyone have any insights
Has anyone actually gotten Zia Field Prediction to work?
Title. The more tickets we have available to train on the worst the confidence level gets.
Pin comments and threads - Zoho Desk app update
Hello, everyone! We are excited to introduce the pinning comments and threads option in the latest Android version(v2.6.34) of the Zoho Desk app. You can now pin the important comments or threads in the tickets. These pinned comments and threads will
IM reply option via blueprint transition - Zoho Desk app update
In the latest version of the Zoho Desk Android app update (v2.6.35), we have brought in support for the IM Reply option within the blueprint transition screen. Now, you can directly reply to IM chats via the ticket's blueprint transition. Please update
Save Notification Filter Preferences in Zoho Desk
Hi Zoho Team, We appreciate the new feature that allows agents to filter notifications by Unread Notifications, @Mentions, and Flagged Notifications. This is a great enhancement that makes it easier to manage notifications effectively. However, we’d like
Colocar o chatbot para cada conta
Temos uma lista em cada conta, é possivel colocar 1 chatbot especifico para cada conta ?
Report to know the history of certain Tickets on Desk
Hi there guys, As the title implies we're wondering if there's any way to get some kind of Report that allows us to check the History of various Tickets at the same time since as of today if we want to know that we have to check them 1 by 1 which is not
Finding text within a ticket: Expand All or Search this Ticket
The auto-collapse feature within a ticket is nice for screen scrolling, however it makes it difficult to find text within the ticket if the email is collapsed. In fact you cannot find text if it is collapsed. I would like to propose a feature that allows
Set plain text as default.
Hi guys, All my emails should be send in plain text and it's very annoying change from Rich Text to Plain Text every time I've to send an email. How can I set Plain Text as default?
Is Zoho Down 10/15/2024
Nobody in my company can can access a complete ticket in Zoho. Sometimes the tickets page won't even load, sometimes the ticket will load but not the conversations.
Pre Paid Blocks of time
My customers buy X amount of support time. Once a ticket has been resolved that used time is deducted from their support contract. Please show me how this is achieved? This is the same question as asked here. But from the link posted. This does not answer
"Reply all" can also CC to addresses that are also connected to Zoho, thereby disrupting ticket management
What happened? 1. info@yourdomain.com and support@yourdomain.com also connected to Zoho as Email Channels. (Support@ is the default.) 2. customer (customer@example.com) wrote email to info@yourdomain.com and also CC it to support@yourdomain.com 3. when
Email-direct-to-ticket Functionality - Hidden from Help Centre/Customer
New to ZohoDesk, but long-time CRM user just adopting ZD - can't find an answer to this in the KB or community so far! Is it possible to email direct to ticket, but without such emails appearing to the customer? We are a B2C customer service provider,
New Updates to Zoho Desk Notification Center
We've made a series of updates to the Zoho Desk notification center to improve how agents manage and respond to notifications. These updates address common challenges faced by agents, such as not being able to apply a filter to view notifications where
Any way to have the total time from all tickets being merged show in the master ticket
Hello, I noticed when I merge 2 or 3 tickets, that the only time shown in the time entry tab is the time that was in the ticket chosen as the master ticket. This could be a problem when pulling time reports. Is there a setting that enables time from all tickets being merged to show in the master ticket?
Final reminder on discontinuing the support for Remote Authentication mechanism
We have already announced about the deprecation of Remote Authentication mechanism five months back here. This announcement is a follow up to let the customers, who are yet to migrate from Remote Authentication mechanism, know that we will stop supporting
What is Resolution Time in Business Hours
HI, What is the formula used to find the total time spent by an agent on a particular ticket? How is Resolution Time in Business Hours calculated in Zohodesk? As we need to find out the time spent on the ticket's solution by an agent we seek your assistance
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