Dependency fields based on accounts in Zoho Desk
We have recently started to use Zoho Desk and I'd like to know if there's a way to make child fields to get values based on an account or organization itself. For example, we manage tickets for several accounts but we also identify tickets based on their
create an help center article with predefined format from within a ticket
Hi. Trying to fulfill a use case which I guess applies to most support service organizations. I want agents to raise a request for creation of an help center article when they figure out that they are asked the same question in a ticket over and over
Signature Validation Error
Today when my users try to login they get a Signature Validation Error. This occurs after they enter their username and password. This was working for 1 year. Today my help desk renewed. Can that be the cause? https://helpdesk.nohc.com/portal/
Create an Event in Outlook calendar for assigned Agent
Hi team, I was testing ZOHO desk for 15 days (trial) to get familiar with this tool. I am now wondering whether ZOHO DESK can somehow send/create an event in agent's calendar that is assigned to a TICKET. We are using Outlook 365. If not, is there a
What happen if I chage the company name?
I changed the name of the company and I had several problems, in the email templates they changed the outgoing mail, and rules that were temporarily deactivated were enabled. Does anyone know what could have happened?
Total hold time in a certain Status
I want to know how long the total hold time is in a certain status. For example, I have a status with the name of the insurance process (hold type). I want to know, how long is the total holding time of the ticket in the insurance process status based
Custom Dashboard Filters
Hi Zoho Desk Team, Is there a way to add filters on Custom Dashboard that we made?
Synchronization with Zoho : FIELD: null
Hello, I have done the contact synchronization between Zoho Desk and CRM but I have a lot of contacts with the "First name: null". I understand that this is because the customers did not have a first name established. Is there any way to massively remove
Can't change resolution message
Hello! Our team is in the process of testing Zoho desk. So far, I have successfully changed several of the notifcation messages sent to customers (new ticket / confirmation of a ticket answer / ticket closed). However, what I can't find is a way to change
address and other contacts filed in help desk registration form
Hi! How can make visible "address" field of the contact in the account managment data: portal/it/profile#manageaccount ?
Zoho Desk | Disable Revoke Blueprint Option
Good day Zoho Team! Is there a way to disable Revoke Blueprint option? If yes, please let me know how to disable this option. Any help would be greatly appreciated. Thank you. Best regards, Lizz
Adding additional information to invoice
Hello, Has anyone figured out a way to add any notes that are written under conversation, resolution or time entries note that can carry over to the invoice? We do service work and write up what we do on our tickets. The only place to have this carry
Picklist field maximum number of values
Hi, Would like to inquire on what is the maximum number of values that can be added to a picklist field?
Create Support Article from Existing HTML and Images
I need to 'import' dozens of existing support articles into Zoho. Each existing HTML support document has many images both large and small. The images and the text content all need to move to Zoho. The images cannot be hosted separately. Is there any way of importing both the HTML AND the images into a Zoho support article? It would be a huge amount of work to do the images one at a time with the 'add image' button.
SLA On hold (Manually)
Hi Zoho Desk Team, Is it possible to put the ticket SLA on hold manually? Say for example Agent 1 wants to on hold the SLA regardless of the ticket status. Hoping for your response. Best Regards, George Jr.
Suspending the SLA timer depending on Status
When we define a ticket Status, we need to be able to mark if the SLA timer stops or not. For example, if we are working a ticket and are waiting on a response from the requester for more details, the timer needs to be stopped. Is there some way withing
Customer Happiness Random
Hi Zoho Desk Team, Is it possible to have the Customer Happiness Rating randomised? By this, we want the system to randomly select a rating and not by the requestor. Best Regards, George Jr.
Ticket assignment notification?
Hi, Is there a way to automate a notification to a contact when a ticket has been assigned to an agent? I can see that there is the field under agent notifications but not under contact? We would like the keep the receiving new ticket notification but
Invite External People to Event in Zoho Desk
Hello, Can I add external people to an event I create in activities in the Zoho Desk? I can see that I have the option to add Contact Name under my event but when I create my event the Contact Name I enter (that has an email connected to him) doesn't
When will the Auto Tags feature be implemented?
You did add the "Auto Tagging" feature to Desk when Zia was announced but since then we are still waiting to see the effects of this feature. Could you please share an estimated date for it to be implemented into Zia.
Zoho Desk Android app supports file encryption within the app
Hello Everyone, In the latest version of the Android Desk app (v2.4.24) the files that are cached in the Zoho Desk app's private space will be encrypted. This is supported from Android OS version 6.0 and above. You can update the app either from the
Integrating Zoho Solutions (Knowledgebase)in Wordpress site
Hi, I'm wondering if there is an easy way to integrate the Zoho Solutions (Knowledgebase) into an external website, like Wordpress? I would like my clients to be able to access the knowledgebase from our main site. Thanks!
Spam Detection Free Edition
Hi, We are trying trialing Desk as a replacement for our new ticketing system but all emails are flagged as spam, we have disabled the spam detection filter under general settings though this doesn't seem to do anything. Is it not possible to disable
Update Ticket description
Need help asap. I am trying to update description and found out i cant send html formatted string in xml. Its failing. https://desk.zoho.com/api/xml/requests/updaterecords?authtoken=..........&portal=.....&department=.....&xml=<?xml version='1.0' encoding='UTF-8'?><response><row no='1'><fl val='Description'>'asdf asdf asdf /nasdf <u>asdf asdf/n</u>asdfasdf<font size="5"> asdf asdf asfd /n</font>asdf asdf /nasdf/n'</fl><fl val='Status'>Closed</fl><fl val='Read Status'>False</fl><fl val='is
Copying the Help center article in to another another article
I would like to copy the Help center article into another another topic. i have seen a option for moving the article into another topic but not copying. please tell me how to copy the article.
How can I associate more than one department to a category in my KB after enabling the multi-branding?
Hi there, Before enabling the multi-branding I was able to add a new category in my KB and associate it to more than one department, which became impossible after creating a new help centre for one of my departments. I am trying to add a new category
Support breadcrumbs inside KB articles inside ASAP widget
As the title says, it would be nice to have breadcrumbs so user can navigate to the Home section. While the Back button also works quite well for this purpose, the breadcrumbs obviously adds another layer of information by explicitly showing the hierarchy
When will the table view feature be released for the Accounts and the Contacts modules?
This is definitely a necessity when working within these modules for data manipulation purposes. We are modifying certain fields on the Account records and it becomes really hard to find your last edit after a while. Also looking for incorrect values on a bunch of records is impossible without a customized view (table view) on these modules.
Failed to Post your Comment error
Hello Team, Some of the team that works on the replies from Zoho Desk are experiencing the following issue when trying to reply tickets: This is issue does not happens all the time but it is consistent, is there anything I can do on my end to solve the
MSP - how best to manage multiple customers
Hi Zoho, I'm currently evaluating Zoho Desk. I run an MSP which means I support multiple external companies. As such, I'd be using Zoho Desk to track tickets and tasks and the associated time spent. But ideally I want to group users and their tickets in to "customers" so that I can generate reports to show what work was done for a particular customer. I don't really see any obvious path to do this in Zoho Desk. There are 'Departments' - so I could create a Department for each customer. But this doesn't
Slack for Desk
We are considering integrating our Slack channel to Desk. Right now most of our client support issues come from our slack channels. it has been a challenge to get our clients using Zoho Desk to create tickets so I'm wondering can a client create a ticket
Uploading new version of an image in Gallery does not update related articles
Hello, Within the Gallery, we have the option to upload a new version of an image (or any media). However this does not reflect on knowledge articles that are already using these images. For example: Create a Knowledge Article where you insert an image.
How do i mass delete contacts?
as per subject.
How to put a Support Request 'On Hold' and postpone the due date
Hello, In Zoho Support I have edited a Support Request's Status to 'On Hold'. The Due Date for the Request stays the same, and whilst the Request is on hold the Due Date can pass. What I'd like is to be able to postpone the Due Date whilst the Request is on hold. So, if a Request is due in 30 minutes, and I put it on hold for 2 hours before opening it back up, the Due Date is still 30 minutes away. Basically I want to stop the countdown to Due Date whilst on hold. I've tried implementing a Workflow
Filter in views dynamically show logged in user
When creating a custom view, is there a way that a dynamic reference to the logged in user can be added to the Ticket Owner field. This would be massively useful to create custom views that show tickets relevant to the current user. The same would be useful for teams too. Thanks David
Support variable width in ASAP widget
At the moment, it is not possible to pull the rim of the ASAP widget and drag it so that the width of the ASAP widget can be increased. When viewing help articles with lots of images, I can see from my user testing that people attempt to pull (and expand)
"View Article on Knowledge Base" external link in the ASAP widget is too small, has no tooltip
There is a link to jump to the actual KB site on each article inside the ASAP widget. Unfortunately, it is very hard to notice, and even if someone hovers on it, it doesn't show any tooltip indicating what will happen if the user were to click on that
Zoho Desk unresponsive on Microsoft Edge
I have Edge, Firefox and Chrome browsers installed on my PC. Zoho Desk on Edge is barely usable. Clicking on any option, even for example to remove someone from a reply, causes the message "Wait. The page is not responding". This can last for anything
Reminder Notification Agent Team A to Agent Team B
I want when the agent of team A changes the status to follow-up to the claim, there will be a notification to the agent of team B. and if team B doesn't respond to what team A has mentioned in a private comment within 6 hours, then a reminder will be
Blueprint Criteria and Dates
When reviewing the criteria for BluePrints there is the ability to reference On Hold Time for example. The options are is Current Time, and Custom which is choose another date. Is the custom time a relative time? Like when you set it to a week out or
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