Supervisor Rules --> Custom Function
Hello, currently I can't add a custom function to a supervise rule. Is there a reason for this? Background: We have BluePrint managed tickets and actually we have a Supervise rule which should set the ticket to "closed" after 168 hours since the last
Problem with the blueprint flow.
Scenario: 3 departments in a single environment: A-B-C agents from department 1 D-E-F agents from department 2 G-H agents from department 3 Since we've been using Zohodesk (2023), agents can assign tickets to the correct department using the blueprint
Images not showing up in Desk tickets
Customers are trying to send us screenshots to diagnose their issues. But Desk seems to be stopping the images/breaking the link when the ticket comes in. (We can see them in an email box getting cc'd on all tickets...so it's not our mail system). Help!
Pasting images is a mess
I’m trying to paste images into my tickets, in the comments field. But when I paste images, they end up in the wrong order or behind the text.
Pasting Images in Zoho Desk ignores cursor location
My team has reported an issue which started recently where when we paste an image into a new or existing reply or comment, the pasted image seems to ignore the current cursor location instead paste itself at the last character present in the reply/comment,
Replies sometimes creating separate ticket
Sometimes when a customer responds to an email coming from Zoho Desk, instead of adding a reply to the original ticket, a separate ticket is created. This happens even though the response subject line contained the ticket number, and the person responding
Issue adding/changing mobile number for OTP
Hi Zoho Community, I’m trying to add or change my mobile number, but I keep getting this error: “We’re unable to send OTP to this mobile number. Please contact support-as@eu.zohocorp.com” Because of this, I can’t verify my number or continue the setup.
Urgent Issue – Draft Reply Fails to Save When Message Contains Code Snippets
Hello Zoho Desk Support Team, We are experiencing a critical issue in the ticket reply editor that is directly impacting our support operation. Whenever we write a reply containing code snippets, URLs, or technical content (for example, terms like “curl
Import KB template OR Export template for zoho desk?
Greetings. Can you tell me if there is a way to get an EXPORT of my KB articles? OR is there a template you supply for importing KB articles into my zoho desk? I am looking for a method of understanding what fields can be imported, and what their possible
Customer Support Portal
Hi, As I am dealing with and waiting for help with a serious Zoho Mail issue, I tried to submit requests and manage my requests by logging into the Customer Support Portal, but it keeps saying that I do not have a valid email address and cannot login.
Zoho Desk - Cannot Invite or Register New User
Hi who may concern, we encountered a problem that we cannot invite user or the visitor cannot register for a user at all through our help center portal, with the snapshot shown as below and the attachement. It always pops up that "Sorry, Unable to process
Search API filter/sort ignores comment-triggered modifiedTime updates
Summary When a comment is added to a Call or Account, the parent record's modifiedTime is correctly bumped. This bumped value is visible in: GET /api/v1/calls/{id} ✅ GET /api/v1/calls/search without a filter ✅ — the record's response body shows the new
No option to add Tags as a Column in a view...
When Creating/Editing a View in Zoho Desk, you can add any column/data point from the ticket you'd like, EXCEPT Tags. This is a problem. Tags store important data. Being able to display it in a view is important...Please fix this.
Placeholder doesnt work in email tempalate
Hi Team, I have put in the customer happiness rating place holder in my email template but when I pick the template in my ticket and send it to client, the place holder doesnt get generated. What am I missing here? screenshot attached.
Zoho Desk - Trial Extension Error - Insufficient Privileges to perform this operation. Contact your Administrator.
Zoho Desk - Trial Extension Error - "Insufficient Privileges to perform this operation. Contact your Administrator." I am receiving this error above when trying to extend my trial, and I am the Administrator. Please advise on how to bypass.
Is anyone else experiencing downtime on Desk?
Desk is slow/crashing and not stable the last couple of hours. Is anyone else experiencing the same issues?
Broken notifications?
Getting "New Response received from Mailer-daemon in Rec Community" Clicking on it displays "Oops, something's amiss! The record you attempted to access has been deleted, or you do not have access to it."
Field Dependency Not Working on Detail Page in Zoho Desk
Hi Support Team, I’ve created field dependencies between two fields in Zoho Desk, and they are working correctly on the Create and Edit layouts. However, on the Detail page, the fields are not displaying according to the dependencies I’ve set — they appear
Advanced email configuration - agent's name vs. department name
We currently have all four Advanced Configuration options turned ON at the Global-level (Channels > Email > Advanced Configuration) - including the "Show Agent name in Ticket replies and outgoing emails" option. We also had that same option turned ON
Migrating Documentation from Notion to Zoho Help Centre
Hi there, We have a large chunk of documentation that currently sits on Notion. However, we are eager to move this into our Zoho Help Centre/Knowledge Base. What is the most efficient way of achieving this?
Ticket Merge Error
Export to excel stored amounts as text instead of numbers or accounting
Good Afternoon, We have a quarterly billing report that we generate from our Requests. It exports to excel. However if we need to add a formula (something as simple as a sum of the column), it doesn't read the dollar amounts because the export stores
Zoho Desk EU slow/unresponsive
Has anyone else got issues with ZohoDesk today in the EU? It takes an age to come back and if you do start typing something and try and send or save it looks like it times out. We are also getting this pic. ot I can't see anything on https://status.zoho.eu/
Not receiving New Ticket Emails
Hello! The company I work for uses the Zoho ticketing system, however, I've noticed I'm not receiving email notifications when new tickets are published. I have admin rights to see these tickets on Zoho Desk and respond to them, but am not receiving the
Disappearance of all articles in the knowledge base
Hi there! It seems like all of our articles have disappeared from the knowledge base: However, the names still appear in the "sort articles" section:
Unable to change the "credentials of login user" option when creating a connection
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,
Zoho Often Lag
Desk Team, We've noticed that Desk, Creator & other apps seems to lag more these days. We often refresh multiple times.
Layout Rules Don't Apply To Blueprints
Hi Zoho the conditional layout rules for fields and making fields required don't work well with with Blueprints if those same fields are called DURING a Blueprint. Example. I have field A that is used in layout rule. If value of field A is "1" it is supposed to show and make required field B. If the value to field A is "2" it is supposed to show and make required field C. Now I have a Blueprint that says when last stage moves to "Closed," during the transition, the agent must fill out field A. Now
Zoho Desk blank screen
opened a ticket from my email, zoho desk comes up blank, nothing loads. our receptionist also gets the same thing under her login on her computer. our sales rep also gets same thing on zoho desk at his home on a different computer. I tried clearing cache/history/cookies,
WhatsApp IM in Zoho Desk always routes to Admin instead of assigned agent
Hello Zoho Experts, I connected WhatsApp IM to my Zoho Desk account. I only assigned my Customer Service (CS) agent to the WhatsApp channel, and I did NOT include Admin in this channel. However, every new WhatsApp conversation automatically gets assigned
Ticket Loop from Auto Responce
We’re seeing an issue where a client’s help desk triggers a ticket loop. When they email us, our system creates a ticket and sends the acknowledgement. Their system then creates a ticket from that acknowledgement and sends one back to us, which creates
"View ticket" link is broken
The "View ticket" link in our Zoho ticketing system confirmation emails is broken (please see attached). Impacts ability to update/review details, and, refresh recollection at a later date. Any help would be much appreciated.
Add Ticket button in Home view
When I go to the My Tickets or the Knowledge Base view in our Help Centre, the Add Ticket button is available, but not in the Home view. I would really like for it to be displayed in the Home view as well. Is this possible? Thanks.
Problem using Zoho Desk API
Goodmorning, I am trying to use the Zoho Desk API to create a dashboard in Grafana, but I am having a problem. Following the instructions in the API documentation, I created the API Console application (server-based application). Then I created the string
Don't Allow Customer to Edit Values After Submitting Ticket
After a customer submits a ticket through the customer portal, they can go into the ticket and see some of the values from the questions they answered in the sidebar. Currently, a customer can edit these values even after they submitted them. This makes no sense. We ask very specific questions that we don't want customers to later change! Please disable the ability for customers to edit the values to their submission questions in the portal. Screenshot attached.
Is Desk Down?
Across department - always an error. [Status Mode] - error [Table View and the rest] - working
Whatsapp Connection Status still "Pending" after migration
Hello, I migrated my WhatsApp API to Zoho from another provider a day ago. So far the connection status is still “Pending”. There is a problem? How long does it usually take?
ZIA "Generate Content" action doesn't have contexual data from the ticket
"Generate Content" action doesn't have contexual data from the ticket. I try to get AI to help me with this ticket but it doesn't seem to have any ticket information as context. Although the ticket has a lot of information in it.
System default SLA descriptions can't be modified
The system default SLAs have identical descriptions for all SLA levels, but their settings differ. However, I am facing an issue where I cannot modify these descriptions and save the changes. The content of the description box can be edited but the changes
Desk DMARC forwarding failure for some senders
I am not receiving important emails into Desk, because of DMARC errors. Here's what's happening: 1. email is sent from customer e.g. john@doe.com, to my email address, e.g info@acme.com 2. email is delivered successfully to info@acme.com (a shared inbox
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