Zoho Desk | Social | Facebook Message Keyword Length
Hi Zoho Team, Can you please answer this inquiry: How long the Facebook message keyword length can go?
Contract with multiple product
In my business we make support assistance for only one software with more than one module. In our Zoho Desk istance a module is a product. Is there any way to create a contract with multiple products? Or is there any way to use the same sla for more than
Automate Ticket Status Update
I'm setting up SLAs and would like to automatically update a ticket's status to 'Escalated' once either Response or Resolution times has lapsed. I already tried using Workflows but neither 'Is Escalated' nor 'Is Overdue' would trigger it. Is this even
Can i fill ticket's fields from ticket that came from support email ?
My company use zoho desk, we get tickets from integromat and from support email. From integromat i can control what will be in each field of my tickets, Is there a way to do so with the tickets that came from the support email?
Can you create a report or dashboard that displays the tickets by hour and priority
We need a report that shows the number of tickets by hour and priority, is this possible?
SLA Target Condition limit
Hi Zoho Team, How many condition / criteria can I add to a Target? Is there a limit? Best Regards, George Jr.
Reopen Tickets on Forum Post
Is it possible to reopen the closed ticket when there has been a new post to a Forum post?
Introducing Shopify, HoduCC, Zapier, Salesforce and 15 more extensions for Zoho Desk
Deliver stellar customer service and win customer loyalty with Zoho Desk. Here's a list of all new extensions for Zoho Desk released in the third quarter of 2021. Connect your favourite business apps with Zoho Desk in a snap without writing a single-line
SLA Resolution overdue - Update ticket status
Hi Zoho Team, Is it possible to auto update the ticket status if resolution SLA is breached? Best Regards, George Jr.
Zoho Desk - Emails not loading in portal and cant send email
Hi, At the moment we are having problems with incoming and outgoing mails. When trying to open a ticket, we get an error 'Content not available'. When trying to send an email we get the following message, Email reply failed from being sent! Momentary
Due Date Time Zone in Email
In the initial acknowledgement email to a contact, I'm including the Due Date (which includes time). My issue is that the time is showing in UTC and not the local time zone. Is there a formatting code to add to the email to adjust for the time zone
How can I setup my Desk homepage to be identical to the zoho desk homepage?
https://help.zoho.com/portal/en/home I would love to have this same design and functionality. Especially the login popups.
Is there a way to forward ticket to email
Hi, Is there a way to set up a rule if a ticket comes in from a specific email address, to automatically forward that email (ticket) to a different email address outside of zoho desk and close the ticket?
Emails are getting forwarded to zoho email but aren't appearing
External emails aren't appearing in desk. O365 is forwarding it to the zoho email but they aren't appearing in desk.
Help Center login issue on Mac
One of our new customers has issues signing in on their Mac. They did mention that their browser does warn them about some disabled cookies but even after enabling the cookies they still can't sign-in to the system. Please see below for their message
Unable to disable 'agent added comment' notifications
^ advice from Zoho chat support When in Zoho Desk, agents receive notifications in the top-right of the browser under the bell. These can be controlled in some ways, but there are notifications that come through constantly whenever another agent adds
Help centre forms
Hi team - need some assistance with Help Centre forms please - struggling to show mandatory fields in the from end Help Centre, fields show in the form layout in Agent view in desk, but not in customer view in help Centre. Thankyou.
Answer Bot option not visible
Hi there Zoho! In the last few months we have been filling several departments with a lot of articles. We had hoped to redirect our customers that contact us by chat automatically through a Bot. To test if this would be a solution, we wanted to activate
Filter on automatic closure email
Hello team. I want to send automatically an email when I close the ticket. T his mail contains the link to a survey created with Zoho Survey. For internal reason, I cannot send this mail for all the closed ticket, but I have to apply a filter on the domain
Can the reactive navbar in Helpcenter be disabled?
Hello, hello Can the reactive / adaptive navbar in the Helpcenter theme "Elegant" be disabled somehow? Please see attached image.
Customer View and Sumbit tickets with no log in required.
I want my customers to be able to view and sumbit tickets without having to create an account. is that possible? I have My options for customers to have to sign in off.
How can i Setup an auto-reply when clients reach us by email in Zoho Desk?
Hi, I would like to setup an auto-reply so when people sent us an email to warn us about a problem, they get an auto answer. I didn't find where i can set that, can you help me please? Thanks Alexis
Popular Articles Remove in Help Center Portal | ARTICLE REPORTS
Hi Zoho team, Will deleting Popular Articles in Help Center affect the Reports availability? Please let me know. Thank you. Best regards, Lizz
Extra fields in my area
Hi, currently for our business we only show title, department, creation time, ticket number and status in the main box in the "my area" section for customers. We are wanting to display more fields in here how do we add this customisation? In addition
How do I remove the right sidebar on Article pages?
Hello, I can't see the option but I am really hoping that there is an option to publish an article with full width. Please let me know. Thank you
auto-save attachments in replies
Hi, Is there a way to automatically take all attachments in replies and add them to the attachments of the ticket? Thanks Paul
Ticket email reply
Hi Zoho Team, When a ticket is created and we had a worlflow to send email notif to the requestor, and when the requestor replied to that email the reply will be added to the ticket thread. But we had an encountered as to which the requestor replied to
Internal Server Error when trying to connect Instagram to Social
Hi, I'm trying to set up a social connection with Desk, for Facebook and Instagram. Facebook is working fine, but when I try to add Instagram I get an "Internal Server Error" when reaching the final step (Yes, I have logged into my Facebook account, and
Send Update to Ticket Owner After X Days Regarding Open Ticket
Hi, I tried to set up an automation that sends agents template notifications if ticket status is open for more than 3 days. unfortunately, I start receiving the template notifications for tickets that are status Closed also. I'm not sure what I did wrong.
Emoji support in HTML email signatures
Hi Zoho team, First, congrats on the improvements created for Zoho Desk. I noticed a problem when trying to add an email signature to an agent. If the signature contains an emoji, it does not add in the agent signature area. Take this HTML signature, created with Bybrand, as an example. Note the emoji below the agent name. Signature with emoji When you try to add this content, only the part of the name is inserted. As an additional, to better exemplify, I recorded a quick video for understanding.
Possible to display custom link to our internal system in ticket view?
I'd like a link to our internal system to show up somewhere in the ticket view (ideally below the customer's name, but anywhere is fine). It could be as simple as https://mywebsite.com/admin/customers?email={customer_email_address} Is there an easy way
Undeliverable email and Unverified Sender on Desk tickets logged by email
We have recently changed over mail servers and had to re-arrange our mailboxes and aliases in each and since that time testing of tickets we have raised via email to Zoho Desk have been failing and not been created. We have several departments set up
Map more Jira fields
Hi, More and more we are creating links and new tickets in Jira through Zoho Desk. We have found however Desk does not map all fields or even give a customisation option as to which fields it maps when creating a new ticket in Jira. It would be great
Unable to preview attachments using Apple Safari on Mac
When attempting to preview an image attachment in Zoho desk the image will fail to load and present a "missing" icon in the middle of the display. This is using Safari 14.0.3 on macOS Big Sur 11.2.3.
Zoho Desk iOS app now supports task reminders
Hello All, In the latest version of the iOS Desk app (v2.6), we now support task reminder notifications. You can customize push notifications for task reminders in the Zoho Desk app and choose to set reminders on a particular day (or) set it before
Disable comments completely for Help Center Users
Hello all, I have a feeling I already know the answer to this, but I am going to ask it anyway... Is there any way (either in the Zoho Desk settings, or by Zoho Support on the back end) for comments to be completely disabled for the Help Center Users? We just don't have a need for them, and it has ended up causing confusion to the point where we really only want/need them to click Reply. I've attached 2 screenshots; what the ticket form currently looks like, and what I would like it to look like.
Zoho Desk Community Digest - August 2021
New Feature Multilingual support for the ASAP web widget is now available in Zoho Desk. You can now buy Zoho Lens inside Desk with 20% discount. Ticket Archiving - The Ticket Archiving flag is removed as the feature is now enabled for all accounts.
Average tickets per agent
In Zoho SupportI am trying to chart just the number of tickets closed per agent over a given period of time; daily through the week, through the month, etc. Can that be done?
Automatically ignore zohodesk email address.
Is there a way to get reply all to ignore the @....zohodesk.eu email address? It is messing with my workflow rules because Desk thinks that it gets an instant reply.
Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics which
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