Customer Alert Status
Can the system send a notice to the customer when the ticket is moved to a different status? Thanks RudyAdd 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 relevantFormula Fields for Zoho Desk Custom Fields
Dear Zoho Desk Team, I'm writing to request a new feature for Zoho Desk: formula fields for custom fields. This functionality would allow us to dynamically calculate values based on existing custom fields within a ticket. Current Limitations: Currently,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 theHow 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?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 untilHow 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 integrationUnified WhatsApp Number Management in Zoho Desk and SalesIQ
Dear Zoho Desk Support Team, We are currently utilizing both Zoho Desk and Zoho SalesIQ for our customer support operations. While both platforms offer WhatsApp integration, we are facing challenges due to the requirement of separate WhatsApp numbersAnswer Bot configured and tested on All Departments but says it isn't enabled within a ticket?
Hello there! I have been configuring the Answer Bot and have a couple of questions as I think I am missing something within the configuration. I have created an Answer Bot, choosing to add this in All Departments. We have two departments and two setsZoho 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 helpApproval 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 simplyAssignment Rule: Immediate Ticket Assignment to Agents Upon Shift Start
Dear Zoho Desk Team, I hope this message finds you well. Currently, when the option to assign tickets to offline agents is turned off, agents who come online during their shift have to wait for about 30 minutes before any tickets from the queue are assignedHow 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 asEnhancing 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 useAdd 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 thatIs 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?Google's Announcement on Deprecation of Less Secure Apps
Google has announced the Deprecation of Less Secure Apps (LSAs/Basic authentication) in Google accounts, requesting all app users to transition to OAuth for enhanced security and to prevent hacking of accounts and information. What does this mean forWhy is my Lookup field not being set through Desk's API?
Hello, I'm having trouble setting a custom field when creating a Ticket in Zoho Desk. The endpoint I'm consulting is "https://desk.zoho.com/api/v1/tickets" and even though my payload has the right format, with a "cf" key dedicated to all custom fields,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 RegardsViews on KB Articles
In the insights section of an article there is a view count. This number is also available in the list of kb articles. How can I get a list of all kb articles with views? It;s not in the exported data nor is in the advanced analytics area. WouldArticles 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 customersCan 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 muchAgents don't have access to Help Center Users
I have set these permissions under the Agent profile, according to help documentation this should allow Agents to access and edit the User accounts (end users) for the help center. However, agents get this message: This are the settings in Agent information: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}zsuZoho 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 whereDesk 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");Auto assignment of tickets to an agent in Zoho Desk based on Account owner in Zoho CRM
Hello everyone! I have written a custom function in Zoho Desk to automatically assign a ticket to an agent in Zoho Desk based on the account owner in Zoho CRM when a new ticket is created in Zoho Desk. I hope this helps who need it. You must create aAllow 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 fieldZoho 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 withoutClosing 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 stillEnsure 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 uploadedZoho 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 changeDashboard "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 ownZoho 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 officeLine break in Conversations
I am trying to return a table like from the formatter in a Webhook to a Message block, all in a big string, but I cannot start a new line. I've tried with "\n" which produces "\\\\n" and newLine = hexToText("0A") which produces "\\n", making my messageNo 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 ticketNext Page
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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 useGoogle's Announcement on Deprecation of Less Secure Apps
Google has announced the Deprecation of Less Secure Apps (LSAs/Basic authentication) in Google accounts, requesting all app users to transition to OAuth for enhanced security and to prevent hacking of accounts and information. What does this mean forEnsure 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 uploadedMove tickets to a specific layout within a department using macros
Hi everyone, In customer support and service management, efficiently handling tickets and ensuring they reach the appropriate team for resolution is crucial. To improve our ticket management process, we’re introducing the "Move Department" action withinWinning Minds: ZylkerShop's Journey to a Branded Help Center
Hello Everyone! Welcome to the journey with ZylkerShop on customizing the Help Center for business. ZylkerShop customized its Help Center to give customers an intuitive experience. ZylkerShop wanted to personalize its Help Center to incorporate branding.
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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?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 changeZoho Desk Report all including additional columns
Good afternoon, As of this morning, all of our Reports have additional columns, which have broken a lot of out reports that are extracted from Zoho. These columns include titles like: Tickets support.report.export.reference.id This only shows when youHow can we add products to a ticket?
I can't find any KB articles on how to add products to tickets. Is this a recently added feature that doesn't work as planned, or am I missing something? We want to assign certain products (usually a single one) to a ticket from the Products module. TheAdd 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.
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Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, GreenEdit and Delete options in Comments
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
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
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