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" errorHow 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!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: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 yourOrganizing 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 inAutomation 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 usedAssign 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 HoldZoho 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 customerAnyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!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 ZohoLost 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?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 seemsDelete 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 RegardsAutomation#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 antivirusTwilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving callsSpell 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 typosCustomer 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, Hasnazoho.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 aSet 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, especiallyOption 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, ICan 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 dataEscalation 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[Security] Sender can reveal Agents IP without user interaction
Hi, I'm a little bit frustrated here. I reported a security issue (in my eyes) to the bug-bounty program of Zoho. But it's being refused and the judgement is: "No security issue" . So that's why i'm publicing it here, curious what other people think aboutZOHO 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.Custom View in All Departments
Hell, I am unable to add a custom view when I am in All Departments. I am also unable to use Table View in All Departments. Is this something I should be able to do with my version? It seems silly to not have this available. Thanks!No table view in "All departmens" mode
Hello, I would like to have an overview of all tickets, so I have to switch to "all departments". But here I don't have the possibility to activate the table view. But this is mandatory, so that I can see certain fields without having to open each ticketZoho Desk View Open Tickets and Open Shared Tickets
Hi, I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department. Currently my team has to swich between two views (Open Tickets and Shared Open Tickets).Urgent Issue!!!!!!!! : "You are not authorized to access this resource."
Hi support team. Thanks for your api service. When I call the "Call Search API" of the zoho desk API In order to call this api, I added these "Desk.activities.calls.READ , Desk.activities.READ , Desk.calls.READ" into the scpe. Other apis works well. HowNot able to SEARCH CONTACT over DESK API
I am trying to use search contacts over the api, using the endpoint https://desk.zoho.com/api/v1/contacts/search is returned the error { "errorCode": "FORBIDDEN", "message": "You are not authorized to access this resource." } I tried to use AuthToken authentication and also the OAuth with the following SCOPES: Desk.search.READ , Desk.contacts.READ, both returned the error above, but only for the Search resource, any other resource is working fine, I can create Contacts, create Tickets, etc. anyBlueprint transitions are compatible with IM tickets
Hi everyone, We are excited to announce that Blueprint transitions are supported for instant messaging (IM-related tickets in Zoho Desk. This is designed to streamline the process for agents managing IM tickets, making it easier to engage with customersZoho Books and Zoho Desk Billing Time
Is there a way to integrate Zoho Books and Zoho Desk so when an agent logs time on a ticket, a client can be billed for the time. worked. Thanks, CameronZoho license.
I have an issue with my Zoho license. I have the Standard plan, which states I can create up to 10 departments, but I'm only able to create one; it doesn’t allow me to create more. What can I do to resolve this?Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually
Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be ableAutomation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved betweenNext Page
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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: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 yourOrganizing 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 inZoho 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 customerAutomation#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
Most Discussed Topics
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?Using email "importance" as workflow-criteria
I'd like to set up a workflow that triggers if an incoming email has been flagged as "high importance" but I'm not seeing any way to do that. Hopefully I'm just missing something obvious...?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,Client credential approach with user based context
I'm planning to integrate the zoho desk apis for creating tickets for the logged in users on my web app and also want to show the list of tickets created by them in my web app. But I want to use only the client credentials approach and not the user basedImproved 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
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A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-importantLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
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