Merging Duplicate Requests
In Zoho Support, occasionally we receive emails from clients with the tracking number missing. Because they are likely associated with a current request, we simply need to combine them into one request. How do you bring together two requests that are really one?
Phone Call - Ticket Association Freezes
When I try and associate an ongoing or previous call from the phone pop-up, the browser session freezes for most things. Anyone else having this issue? I have tried both Chrome and Firefox to see if it was a browser issue, but no luck in either of those
Customer Portal - status figures break down per Account
Hello, I would like to suggest an improvement on the Customer Portal Currently status figures for Open, Closed and On Hold, are only filtered when selecting in Created by : You, Team or My CC'ed tickets Right now when selecting a specific Account, the
Adjusting CC field in Ticket Layout, Default Contacts
Hello, I was hoping to be able to add and adjust the CCs field to my ticket layouts, but it appears to not be an option. I was also hoping that I could set a default CC contact for tickets submitted to a particular department; a contact who is not an
Add a delay timer for ticket is closed
Our users get the ticket closed message first before they get the reply. It would be good to add a 5 min delay timer to the closed message. This way our customers don't get confused on why their ticket was closed because they got the reply last.
KB reusage evaluation
Hello all Time ago I started to create some KB for my company. Every time I need to provide an article to a customer I use the suggested solution tab on the left. I was supposed that this operation increase a counter that can show me how many time I used
Is it possible to automatically share tickets of a certain criteria with another department?
We would like to share tickets that meet a criteria with other departments automatically but not give access to all tickets in a specific department. It doesn't appear to be an option to do this in the built in workflow functions. Is it possible to do
How do you disable the desktop notification pop up
Every time I log into Zoho desk, I get a pop up for a desktop notification. The options to select are Enable and Not Now. How do I disable this pop up because it's frustrating to have to select not new every time I log in. Can you add a never and make
Workflow rule to update contact
Hello, Is it possible to have a Workflow rule to updating a Contact as soon as that contact is created? So, when a contact is created, I want to update that contact's Title field.
How to determine which department KB articles are in?
tl;dr Is there any way I can tell what department an article is in from the List Articles API endpoint ( https://desk.zoho.com/DeskAPIDocument#Articles_Listarticles)? Hi everyone, I'm using the Zoho Desk API to integrate our knowledge base into our own
Trying to create a custom function to copy a field from accounts to support requests.
Am having some difficulty understanding what the form is looking for . assistance is appreciated.
Ticket View preferences
Whenever I go to a view of tickets, it defaults to a three column view with oldest tickets at the top. How do I 1) Set this to be the most recent at the top and/or 2) Set my default view to be the classic list. Everytime I look at a view i have to
Auto assign ticket from phone number in subject line
I am trying to figure out if we can setup a rule that looks at the subject of a new ticket and if the phone number in the subject line matches a number linked to a customer auto assign the ticket to the customer owner. We are going to forward all our voice mails to Zoho and it would be nice to auto assign the ticket if it’s a known number. A lot of times customers leave voice mails from other people and if this happens, we want the voice mail sent to the customer owner.
Can we hide the 'Edit Profile' button in the Help Centre
In Desk we are using information held in CRM to populate client information. However, in the Help Centre, under Manage profile, a client has the ability to Edit Profile. Is there a way to hide this button as I would not want them updating information
Migrate from Zendesk - I don't have a Manage > Reports link in Zendesk support?
Log in to your Zendesk account. Click the Admin icon ( ) in the sidebar, then select Manage > Reports. Click the Export tab. Click Request file besides, Full XML export. I don't have a "Reports" link ???? What do I do now?
Tickets - Include ticket requester automatically while hitting reply
Hi all, Is there a shortcode or function for me to include the person's name automatically while hitting reply? Like for example Roger sent a ticket in our Zoho Desk, so once I decided to hit reply, it'll include "Hi Roger" on top/ start of the ema
[BREAKING]: Webhooks' callback waiting times are reduced
As mentioned on our webhook documentation, we should receive a response within 10 seconds of firing the Zoho Desk events to the specified webhook callback URL. However, on analyzing the behavior of existing webhook subscriptions, we concluded that most
App Spotlight: Typeform for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Visit Zoho Marketplace to explore all apps. Typeform for Zoho Desk Typeform enables you to create interactive forms, surveys, and quizzes that build meaningful interactions between
Parent/Child Ticketing Window Issue
When I want to link a child ticket, the window used to be positioned in the middle in the past. But, for a long time, I cannot give an exact date to you, it is located on the left side of the page. I do not know the reason for the issue. This is not a
Managing client emails with Zoho Desk
Hi there, We are a service business with some 500 customers and email is the way we communicate. Some of our team get 50 emails per day and multiple phone calls about client projects. Our team spend many hours reading and replying to emails using their
Comment on ticket from Integromat with 'Add comment' feature
In integromat I want to comment on tickets, there is feature 'Add comment' that works fine but there is no option to choose from hwom was the comment, its automatically give the comment to specific agent in my zoho desk, is there option to control and
Knowledge base api
Hi I need to show knowledge base articles in my mobile application, while going through the api documentation https://desk.zoho.com/DeskAPIDocument#Introduction There is no such api for getting list of articles published Please help me out Thanks
How to reactivate the Blueprint in a Ticket
I've revoked the blueprint of some tickets by mistake, and now I cannot find how to "unrevoked" it. How can I do it?
Validation of Fields based on {Category, Other Field, Classification, Feature, etc}
It's becoming a big necessity to have the ability to make certain fields required or control visibility based on other fields. Certain ticket types require certain information and to expect agents to remember what to add for each type isn't reasonable.
Help Center notification about new registration
How can we configure flow/function that will notify a specific email address that a new user had registered to help center platform? Thanks in advance, Katarzyna
Integrate with integromat error
I have a scenario that run a long time, in this scenario i open ticket from the integromat, in this ticket i have some category that the user need to choose from list of products, recentky i added new product to the list by going to: costumized -> layout
My support portal has too many redirects
Hi, I was able to map my domain through Cloudflare for the helpdesk but the portal is not accessible. I keep getting the following message when I try to access : support.vingo.fit This page isn’t working support.vingo.fit redirected you too many times.
Can I set default reply ticket template for ALL agents?
Hi there. I am aware that each Desk user can personally set their own template for a ticket reply. But, in a large organization, it might be important for the admin to be able to set the default template for everybody. Is there a way to do this?
Adding other Help Center Users on to a ticket - Adding recipient email addresses to a ticket response should NOT be the answer
Hello all, There are some great features in Zoho Desk, but the more I work with it, the more I find massive flaws that you would just expect to be there and apparently aren't. One of the things i am currently attempting to set up is a way for the users
Is there any way to export data from Headquarters?
Hi, Headquarters (in "Tickets" module) has some data I can only find there - incoming and outgoing bandwidth. Is there any way to export it? Best, Jerzy
How to merge accounts if I can't select them both on the same page?
I am looking at accuonts under the customers module. If I want to merge two accounts but I can't see them on the same page how can I merge them? Let's say one begins with A and the other begins with F. I can't check them both at the same time and I can't
Zoho Desk Community Digest - July 2021
Enhancements Finance and Pagesense integration for Marketing plus accounts. With multiple JS domain support for ASAP JWT Authentication, you can now add up to 5 domains. Important Community Discussions Create a contact with custom fields in a ticket
Contacts with Multiple Accounts
Linking multiple accounts to a contact is not in the functionality of contacts. However, I have seen a few posts addressing this as well. A few years ago, it was noted that this was a roadmap item. Do you have an update as to whether this is still a roadmap item and if so, when is it estimated to be addressed?
Can Users create a ticket via SMS
Hi Support, I have registered to clickatell. How can we configure to receive a ticket from users via sms?
"Two" default states of tickets
Hi, When tickets are created of course we want them to be labeled as "new". However, when they are reopened we want them to fall back to "processed" category. Is there any way to do this (e.g. blueprint etc?) Thanks, Jerzy
Unable to Create 2 Drafts
Hi, I was trying to create 2 drafts & save them as different drafts. However, first draft was gone when I created & saved second draft in my end. I have confirmed that there have been same issue happened to our colleagues. Is this a product bug? FYI,
[iOS] [ASAP] ZDPortalChat module can't be triggered manually
I've been trying to trigger the Live chat manually as the documentation says calling ZDPortalChat.show() has to be enough, but I couldn't achieved. Is there another configuration that I have to configure? the documentation only says calling that method
How to get all contacts that are not currently linked to an account?
I am trying to get a list of contacts that have accountId field of "None". How can I do this? Also, I would also like to know how to get the total count of contacts. Thank you.
Department Id
Where can i find the department ID?
Knowledge base Tags suggestion feature missing
Hello, Recently me and my team have noticed that tags suggestion is no longer available, when creating new articles. As a 'suggestion', I mean exactly this feature shown below. For example, in our Help Center we have several articles tagged with the term
Next Page