Search not finding articles in the Help Centre
Whenever I use the search function in the Help Centre or even the Insert Article as Link in the article editing window, the search does not always find valid articles even when I know for certain that those articles exist. Even when I put in a keyword
Translating the Help Center contact form
Hello On the bottom of the Help Center KB there is a contact form. We're using the (beta) multilingual feature. When switching from our default language (Swedish) to English, there is a word in two places that isn't translated. Can I translate this word
Round Robin between multiple teams
The round robin rule for teams only allows selection of one team. Will it be possible to select multiple teams so that items that fit the criteria will rotate betwedn teams?
Link to edit article direct from Help Centre/KB
There is not a Sign In on our Help Centre/KB (as it won't link to our current users!). However, it would be really useful to have a link on each page of the HC/KB so that when an agent is browsing the HC/KB they could click on this to directly go to the
Export Tickets Bug
When all tickets file is exported from data administration, the latest ticket is dated March 11, 2021. The export file is not having tickets after March 11. It seems there is an error, please fix it urgently.
Close an 'on hold' ticket after 48 hours
I have a workflow set up so that once a ticket has been answered, it's put into an ON HOLD state. But how do I add a second workflow to that so that any ticket which has been in ON HOLD for over 48 hours but WITHOUT a response from the client is then
Exchange mailbox without forwarding
Hi, We have some customers who don't want us to send data outside the EU (due to GPDR - General Data Protection Regulation). As we don't know what happens with the emails with the current forwarding solutions (forward to xx @zohodesk) we want Zoho Desk
Unsubscribe after being tagged in a ticket
Our agents noticed that once they're tagged in a ticket, they forever receive every notification for that ticket. Is there a way for them to unsubscribe or limit those? If not, I think it would be a good feature to allow digest notifications (like a summary
Zoho Desk Community Digest - March 2021
New Features Introduced the Skill-Based Assignment capability, which helps you automatically assign tickets to agents, based on the skills (areas of expertise) attributed to them. Introduced the Backup UI functionality, which helps you download data
Can Classifications be modified?
See subject line. We are interested in using these to track different types of tasks we regularly do (software update, report customization, troubleshooting) I've searched through the Setup-Customize area without any luck. Thanks!
Font size 10px -> 12px
Hi Zoho, I think you noticed that the default font you propose to use in ticket replies and community forums is smaller than client ones. Our messages are always displayed in a smaller fonts than customer ones. Please standardise this, make default font size a bit bigger. Regards, Andrey
Zoho Desk more products per ticket
Hi, I didn't get if is possible to assign more products per each ticket. Could you support?
How to set a "mandatory attachment field" as a trigger of another field?
I need to make it mandatory for my agent to attach a file in some tickets, depending on how was the issue resolved, but I haven't found anything that allows me to do it. I found alternate solutions, but any of these are ideal: To add an URL field as mandatory
Notifying customer when a ticket has been assigned
Hi guys, Just setting up Zoho Desk for my organisation. Currently when a customer creates a ticket (in portal or email), they get a auto notification saying ticket is created, and we'll get back to them soon. As a manager, I can then 'assign' the ticket to an agent. How do I setup the system so that the end-customer gets a notification from the system saying that the ticket is now assigned to $agent.... ??
How to Add Video Gallery or Carousel to Zoho Desk KB?
Is there a way to add a Video Library in Zoho Desk KB, so that rather than navigating through many articles to find a link, or trying various search terms, someone can go to a single library page with all of the How To Videos available, or at least the top 15 or so? They are common pages, Zoho even has a number of tutorial video help pages for the various products. How can we do that in Desk? We have 4 dozen how-to training videos, a scrollable library with graphic thumbnails would help. https://www.zoho.com/campaigns/videos.html
Is there undocumented API call to set the Template attribute for create ticket?
Is there undocumented API call to set the Template attribute for create ticket?
Is it possible to use a custom list field to control blueprint, rather than the default "Status" field?
Is it possible to use a custom list field to control blueprint, rather than the default "Status" field?
Exportinf Zoho Desk Data
I'm exporting some data from my Zoho Desk to do some analysis, but as I have more than 3000 tickets in my account when exporting, I have the 3000 records limitation. I would like to know if there is a way to export more than 3000 records, or if I may
Block certain fields after first input
Hi, We have a few options in the Help Center form which a customer can fill in. We want to block some of that fields so the customer cannot change their initial inputs. Those fields must be blocked for editing for Agents also (except Support Administrators).
How can we download for storage/reference all our KB articles?
How can we download for storage/reference all our KB articles? We'd like a local copy for reference/backup. Thanks.
turn single email into ticket
I understand I can turn all emails into tickets, but is there a simple way to turn a single email sent to @zohomail.eu into a helpdesk ticket?
Zoho Desk Report
Dear support team, im a new here and zoho desk so could you help me ? I just wanna learn, are there any reports below? you can just yes or no :) Measurement of call times Infrastructure to calculate solution time against demand Average Resolution Time Average first response time SLA Compliance rate Resolution rate at first call Number of repeated events Pending Requests report Re-request opening rate Cost per request Customer satisfaction report Number of tickets by category Number of tickets based
Importing Accounts from Zoho Subscriptions
Hi, we'd like to know if there is any way we can import or sync our customer information from Subscriptions into Desk (in Desk the information is incorrect and/or out of date). We would be happy to delete all existing customer account data in Desk if
images disappear from ticket after sending
Hi, we are testing Zoho Desk and have come across the issue that when we send replies containing images that, when you click send, the image are visible in the message history for a fraction of a second and then disappear to be replaced by error icons.
Typing Lag
Hi guys. I'm experiencing lag when typing replies to tickets. At first I thought it might be my office computer, but I'm experiencing it also on my home computer. Basically when typing, keystrokes don't register straight away. You can type a word for
Automatically send ticket reply (from template) based on ticket status and status change date
Dear community, We use Zoho Desk for a repair shop. When we're done with a customer and send the item back by courier, we change the ticket status to Outgoing. We would like to be able to automatically send a reply to the customer to ask for a review
SLA Due Date reset/clear
Can I get some clarification on how the Due Date is reset/cleared during a ticket lifecycle? Take the following example: A Ticket is opened with a Medium Priority The associated account has an SLA A Due Date is set by the SLA config to 8 hrs The problem
2 hour notice
Hello, I want to send out an email notification to the Agents if a ticket is on a certain status for 2 hours or more. How do i do that? With Workflows i cannot specifiy a "2 hour"-period.
Community Restrictions & Lockouts
Hello, We identified a huge concern for us within the restrictions inside the community. We have department forums we would like to have some restrictions on but can't. What we want to do: 1. Restrict users ability to post to forums, but still allow them to engage by comments on posts. 2. Ability to follow a forum, even if they can't post to the forum so they can stay upto date. If you lock a forum, then... 1. The admin can't post to the forum either. 2. The user is not able to follow a topic. 3.
Compare Translations in the Help Centre
We're just starting to use the multi-lingual feature of the Help Centre. We've translated a few articles to start with. But is there an easy way of comparing the original <> translated article side by side so we can see the differences, especially when
Put Insertion point before default email template (not after) when agent replies to ticket
- when an agent replies to a ticket - when agent has a default email template defined for ticket replies The insertion point is after the contents of the email template. Please put it before the default email template. This means the agent can start typing
Notifications from Global Admin Account
It appears that anything done by the global admin account doesn't show up in the activity feed or any other notification. For example, if the global admin account comments on a ticket we should see that action in the activity feed, for any other user
Signatures & Happiness Ratings
Your Help states that the Happiness Ratings will automatically appear below the agent's signature by default if it is set to appear in all tickets. But is also customizable. (see screenshot). I find neither of these to be true. I can't find any way to
Zoho Desk Community Digest - February 2021
Product Enhancements The Activities module now has an option to manually mark individual tasks, calls, and events as spam. The spam marking also automatically happens when an associated ticket, contact or both entities are marked as spam either manually
Restrict Happiness Ratings to be used only for the final user
Hi, We have a Help Desk deployed in Zoho Desk and we recently noticed that agents are using Happiness Ratings options to rate the service delivered for any ticket. This should not be happening, and specifically, the idea is that only the user who opened
ASAP tooltips guides are not translated
We are testing ASAP tooltips and guides. There is a blocking problem: the buttons of tooltips and guides are not translated: previous / next / view more / Finish: This is a blocking problem: a guide feature aims to improve the discovery by users, it
Zoho Desk multi branding for MSP
Hello, I am trialing Zoho One specifically to use Zoho Desk as an MSP. I've been reading about multi branding and creating separate help desk portals for each client but I'm not really finding a guide on how to implement this. Am I supposed to use accounts
Internal Tickets
Is there a way to create tickets internally within our organisation please?
Focus Group Webinar: Widgets 101 - Create, test, and embed widgets
This Focus Group webinar brings into focus Widgets in Zoho Desk. Learn how to build and implement widgets that integrate seamlessly with other internal and external applications. During the session we will discuss how to: Create widgets Configure the
Clear report for hours spent by each agent
Hi! I am currently trying in vain to get a good overview of all time entries (filtered by agent). I can create a pretty good table - but as soon as I want to create a chart from it, the time entries are output according to number. But I want to see: -
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