Customer service in 2022
2021 was not an easy year for many, but customer service heroes consistently delivered support despite barriers like time zones, language, and business hours. We take pride in knowing that our customers have been able to deliver stellar experiences to
Send email to customer against category in new ticket
Hello, I wish to send an email to everyone who raises a ticket against a certain category, I have looked in workflow and alerts, created a template and nothing has worked. Any help please?
How to display only the categories name?
Hi, Currently, my knowledge base main page shows all categories and the articles we have: Is there a way to show only the category's name, and once you click on the category, you will see the articles there? Thank you
Zoho Desk Integration with Bug Tracker
Hi, I am writting this to check the scope for classification mapping. I am tring to integrate the Zoho desk with bug tracker... I could integrate it and seems working fine. However, I am trying apply a scenario where we can get a option for mapping a
Extension not available in Shared Ticket view
We created a custom extension, however when viewing shared tickets there is no option to open that extension in ticket view. Is there a way around this?
Associating contacts with an account
Hi, I have seen we can associate contacts with more than one account which is very useful for us as some of the people we deal with work for several different companies that we deal with. I have followed the article on this and got it to work with some
Can i get agent Average Response Time and Average Resolution Time to specific agent with his id from API?
Can i get agent Average Response Time and Average Resolution Time to specific agent with his id from API? If so, please share an example of the URL. Thank you.
Disable 'Reply' and 'Comment' on Help Center IF ticket state is Closed
Hi, Is there a way we can disable or hide those fields when a ticket is on a closed state? We do not allow reopen tickets and would not want end users using these anymore after a ticket is closed. Thank you!
Update Custom Fields Not working
Hi Guys, I am trying to update the custom fields from a deluge script, however its not updating the ticket. Syntax as follows; recordValue = {"cf":{"cf_ticket_link":alarmurl, "cf_deployment":deployment}}; ticketurl = "https://desk.zoho.com/api/v1/tickets/"
Desk Keeps changing the contact email back??
Hi Guys, I have an issue where I go in and edit the ticket, change to customer contact name and the email updates. However when I go back into the ticket the Customer Contact name is correct but the Email has reverted back to the old one? Any ideas? Thanks
Time based workflow using business hours
Hi, I am looking to set time based actions based on business hours - eg. M-F 8-5. I noticed the conditions are all based on calendar hours. Is there anyway to make a time based action using business hours. Here is the scenario We have a response SLA for
Mail replies are not going
Hello, We are getting error while sending out replies on zoho desk. Attached is the screenshot . Kindly assist.
Limit agent access to single account
Is it possible to limit an agents access to a single account? I would like a specific agent to only be able to access tickets from a single account. Is this possible?
Customizing the Ticket View for Agents
Is there a way to shade different types of posts? Our agents would like Public posts to be shaded. They were thinking the <div> box for the public comments could be a shade of gray. Is this possible? The text says public/private, but they would like some
Ticket Visibility based on teams
Hi Zoho Desk Team! Would like to ask if visibility based on teams is possible? Say for example: Ticket 1 is assigned to Team 1 Ticket 2 is assigned to Team 2 Output: Ticket 1 is only visible to Team1 members and Team 2 members cannot see the ticket
Help Center / Portal
I am in a trial for zoho desk. From what I can tell you guys use "portal" and "help center" interchangeably. Is that correct? My problem is that I want to control the fields the customer sees when in the portal. Right now they can see all kinds of
Can the self-service portal display customer's information to the customer?
Hi, I'm not currently a Zoho Desk customer. I'm in the process of selecting a service desk software to use and one of the questions I was curious about was whether one of my customers, after logging in, could view their information on the screen before
Zoho desk won't refresh my ticket, says "aw snap" and does nothing
Zoho will not refresh my ticket it says "aw snap please refresh your browser" Refreshing the browser, clearing the cache and restarting it does nothing to refresh the ticket. The customer has updated the ticket but I can't see the update because of this
Zoho Desk appears to be down across multiple browsers
Is there anywhere I might find updates about this situation?
I am not able to log into zoho desk.
I am not able to log into desk it was working ealier today. I have included the error message.
Error accessing our dashboard
Hi, Today our agents have been reporting issues when trying to access Zoho Desk in order to attend tickets normally. A message "Sorry for the inconveniences. Try again later or report this issue in the comments form below" is dlsplayed with a form in
Many-to-one dependency mapping
We had to create a complete copy of our "Reported Problem" / "Identified Problem" structure by renaming them as "second" because you lack this feature. You need to allow mapping from multiple fields to just one field.
Export a list of fields for all modules in a spreadsheet with specific field data
Many of my clients are using spreadsheets to create lists of fields for all modules when starting a new implementation or when updating an existing setup. This is a useful process but also a very time consuming one. It would be good a list of fields could
KB Article Table Is Very Hard To Use
I have just started to use the Zoho Desk Knowledge Base. As i've been making articles, i've found that the `Table` feature is quite hard to use for a number of reasons. This is especially problematic as each of the issues listed below are part of the
App Spotlight: Shopify for Zoho Desk
Our App Spotlight brings you hand-picked apps to enhance the power of your Zoho apps and tools. Visit the Zoho Marketplace to explore all apps, integrations, and extensions. Shopify for Zoho Desk View orders and customer information from Shopify inside
App Spotlight: WooCommerce for Zoho Desk
Our App Spotlight brings you hand-picked apps to enhance the power of your Zoho solutions. Visit the Zoho Marketplace to explore all apps, integrations, and extensions. WooCommerce for Zoho Desk Keep track of your WooCommerce orders and customers from
How can i get first response time & number of responses from API?
I try to fetch this details on each ticket but the data that come from your API isnt good, my API request is: 'https://desk.zoho.com/api/v1/tickets/'. $id .'/metrics' then i get several fields like: responseCount, threadCount and more. But when i compare
Filter on pick listi options.
GHi! I have a pick up list field with 20 different options. In the ticket opening form I would like to show this field in all departments but in every department I would like to show only some options of the field. For example, if I choose the "apple"
Restrict Customers to Certain Departments
Is it possible to restrict Zoho Desk Customers to certain Departments? The intent is for my company to setup a Department geared specifically for supporting external customers. This means that we would not like external customers to have the ability to submit tickets under different Departments, specifically our internal Departments. Being able to restrict customers to chosen Departments would accomplish this, but I see no such option when creating a new contact. Thank you!
How should we setup Zoho Desk?
Hi All, We are very new to Zoho Desk and I am just wondering if someone can give us some directions with the Set Up Zoho desk. So we have an "admission department" within our organization where we help students to get admission at Canadian Colleges
Mark ticket as responded to by automation
Hi everyone, I have setup some Rules and email templates so that when a ticket is assigned in Zoho Desk it automatically emails the Contact telling them who is working on the ticket, the priority of the ticket and what the SLA response time is. The bit
Teams Vs Departments
Hello, I'm going to soon be migrating my team over to Zoho and, as I've been doing some tests with the product, I am unsure whether I should be using Teams or Departments to separate my two teams. The Teams Team 1: Customer Support - Helping customers with general questions pre and post-sale, doing basic troubleshooting, helping with account issues Team 2: Technical Support / Escalated Support - Takes escalated product issues and helps resolve them with the customer Both teams should use the same
Multilingual Knowledge Base is now available for beta access!
Hello, everyone! We are thrilled to announce that Multilingual Knowledge Base is now available for beta access. This will be a big enhancement to your efforts in providing self-service for customers across the world. Here's what we have in store: A
Extra charges aside Pricing Subscription for Zoho Desk
Hi Everyone... I intend to buy Zoho Desk subscription but I'd like to know the extra charges that comes with it but is not included in the major pricing detail. Also for my channels, does Zoho Desk has the call, SMS and Email support system or I will
Zoho Desk - Schedule ticket closing
Hello, I'd like to automate ticket closing when no customers answers after a 48h delay. I tried to add a ticket state, to create a rule, but I don't find a way to scheduale the closing. Any idea ?
Custom Prioritization Calculation Zoho Desk
Hello, I want to apply RICE prioritization by using custom functions (or maybe some other approach). Here is a sample of what I am trying to achieve -> https://drive.google.com/file/d/19Uwjjfli23FV7-p8SiRcUspHw13dWH8f/view?usp=drivesdk I would like to
securing help center login
Other than painfully moderating signups, is there another way to secure a help centre? say by domain? Can domain access be added to the permissions page? My use case is for an internal helpdesk. Another use case is rather than help center's by brand one
What is the difference between "List view" and "Quick navigation" under the category settings in the help desk?
Hello, I was wondering wgat is the difference between "List view" and "Quick navigation" under the category settings in the help desk? I see in the articles (when in "Quick navigation") a 'next' and 'previous' button. But aside from that I see no di
Errors when using JIRA integration
Hi, We have had the JIRA integration working successfully for the last couple of years but it has recently started failing. Specifically, when we try to "Add New JIRA issue" from a Zoho Desk ticket we get the following error: Oops! Something went wrong
Zoho Desk, prevent creating new accounts when creating a ticket
Is it possible to prevent agents from creating new accounts when creating a ticket? I would like them to be able to only select an existing account from our list of accounts. We are having a problem where accounts are added multiple times as agents create
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