Option to copy/duplicate Custom Ticket views
Hi Team, Hope you're all well. I was wondering if you would consider a feature on Custom Ticket views: The option to copy or duplicate an existing custom ticket view It would help tremendously for views with a lot of criteria that could be reused multipleZoho Desk - Is it possible to build an approval workflow that keeps track of changes?
Hello, I have a requirement that I need to work on that is an approval workflow. Basically it's for negotiations and an agreed upon prices goes for approval. If rejected, the price would need to change but we'd also like to see the old prices/iterations.Apparent bug
Good day. On a custom module, the value does not update the first photo; is the value it shows while editing in the edit layout. The second view is from the same layout but in view mode. Field Value from the Edit Screen Field value after savedBrowser information through ticket submission
Morning all, I'm part of a businesss looking at potentially using Zoho, and before we further consider making the switch, I'd like to know if it's possible for us to know what browser that a client is using when they are submitting a ticket. This is incrediblyNEW RESPONSE CLOSED TICKETS NOTIFICATIONS PROBLEM!!!!
Dear All, We have a big problem with Zohodesk. As you know, when a ticket is closed, the customers can continue to reply to the same ticket via the same email chain. To be able to be aware of this situation, we have a Workflow rule to notify our agentsNotification received when self-assigning tickets
When I assign tickets in Zoho Desk the relevant agent gets a notification email. When assigning myself a ticket in Zoho Desk, I get a notification email. Now, as I am the person who assigned the ticket to myself, getting a notification in this regardForwarding tickets on behalf of a customer (no ticket creation!)
Hello, I am aware of the possibility to create a ticket in the name of another person (a customer). I wonder how I can manage the following situation. There is a customer ticket and I receive an email in my mailbox (not connected to Desk) and I want toCreate tickets on behalf of the sender while forwarding emails
So I was chatting with Rahul today, thanks for your help. (You guys need to update your support page where it says manually entered tickets are set to unassigned. They are not, they are set to the logged in user but please make that an option to default always to unassigned.) Anyway, our sales and customer service team forward a lot of emails to our support department. Now that we are using Desk we want to just forward customer support requests there. However, we found that even if the support personTicket Automatically Created from Closed Chat
Is there a way to prevent a ticket being create for every chat.... or at the very least have it automatically closed.Direct Assignment rules problem
Hi, I transferred one of our address to zoho desk so it create a ticket. (this part works) Once arrived, I want the ticket to be assigned to one of our teams. So I created a direct assignment rules. Does not work. Where I did wrong? (see screenshoot)Forward email from Outlook 365 to Zoho Desk
Hi everybody, I have a problem with the forward of email to Zoho Desk. When I receive a mail from a customer, I try to manually forward the email from desktop Outlook 365 to Zoho Desk to open a new ticket. I have this configuration active in Zoho DeskExtracting Zoho Desk ticket attachments
Hi, What URLs should we use to extract/copy and load actual ticket attachments from Zoho Desk? We're able to query ticket details and attachment details from the Zoho Desk, and our next step would be to copy the attachments themselves. Thanks for advisingFetch only opened tickets
I am trying creating a custom function to only fetch records with statusType = Open. orgId = "xxxx"; query = Map(); query.put("statusType","Open"); resp = zoho.desk.searchRecords(orgId,"Tickets",1,200,query); info resp; But I am getting this error: {"errorCode":"UNPROCESSABLE_ENTITY","message":"ExtraAssociating contact to account in a closed ticket
Hi All, We do not have ZIA available to us in Australia so when a ticket is received from a new contact I have to go into the contact establish what company they are from and associate to that account. There appears to have been a development pushed throughSearch Operators
Can we add search operators to the desk search? Or the ability to refine a search with advanced filters?Download email snippets
Is there a way we can mass download agent-created email snippets?Zoho Desk API : Update an articles returns Unsupported Media Type error
Hi, Our domain name recently changed and unfortunately we cannot create a 301 redirect to our new domain. This results in us having to update our domain name references in our ~500 Zoho Desk articles and ticket answers. Since doing a bulk search andAgent name Alias
I am seeing that Full name of my staffs are written on every ticket response which is not good for some reasons. It is possible to user like this: Manny P. (First Name with Last Name's First Letter) or Manny (First Name) This is want we want to showAgent Notification: Response from Contacts in the CC
Hey, I have a use case for the notification being sent to Agent when multiple contacts in the ticket respond. Agent always gets email say Contact Person{Case.ContactName} who raised that ticket have responded to the ticket even if the second or thirdUnderstanding Guided coniversation in Zoho desk.
Hello Zoho developers, Understanding Guided coniversation in Zoho desk. Guided Conversations, also known as GC in Zoho Desk is a way to implement your self-service strategy. It is a GUI (Graphical User Interface) based, low-code, self-service platformAutomatically assign the ticket creating user as contact of a ticket
Hi, as my topic suggests, is there a way to assign the user creating a ticket as contact of that ticket without me bing forced to look up my own contact "manually". This is for the cases where our own team members from other departments would create ticketsAny drawbacks from removing ID from Ticket Subject in emails?
Zoho's automatically adding [## XXXX ###] of course, but apparently it's possible to disable this function altogether by writing to support. But, are there any drawbacks to that? It's certainly more pleasant to look at from customer view, and sometimesIs it possible to add a custom channel?
As a group of schools, we have a number of people who walk up to our helpdesk. Is it possible to add an "In Person" channel to the Channels list for the source of tickets?Hide Agents name in Ticket Responses in "My Area"
We were able to hide the agents name in the emails, however, the customer is able to see which agent has responded to a ticket in the thread of emails by going into their Help Center thread. Is there any way we can hide that information?Email notifications does not state the correct sender if cc'd recipient has replied
When I get email notifications from Desk when a customer has replied to a ticket, it always states the main customer has replied even if someone that was cc'd in actually replied. I will show an example here:- The below screenshot shows two notificationsIndividual Agent Signatures for automated Mails
Hi there, is it possible to add individual agent signatures to automated responses? For example, if Agent A closes a ticket, the customer will receive our automated "Ticket has been closed" reply. Can we add signatures depending on which agent closesSupport placeholders in links
It would be really useful if we could use placeholder fields in links when creating a snippet. As an example we generate workdrive folders for each ticket and attach the url as a custom field. These urls a quite long so it's nice to include them as hyperlinksAdd a button to help center
Hey folks, I wondered if I could add a submit a request button on my help center on the header toolbar. If possible how can I do so. thanks in advanceHow to create a validation rules in Zoho Desk.
Hello Team, In Zoho Desk, a validation rule needs to be created.depending on departments and department heads, therefore kindly provide a way to accomplish this. Thanks & Regards, Thisai Moorthy.Setting the email subject when replying to a ticket?
When we go to Tickets, click on one, and click on Reply... how do we customize the email subject line? We have our Shopify support forms routing to Zoho Desk, and it is less than ideal for customers to get emails titled things like "Re:[## 112 ##] NewMarkdown for Desk?
Hi, my company wants to use markdown for formatting text in Desk (in all modules there, especially Tickets and Helpcenter). Zoho already offers use of markdown in several products (see https://help.zoho.com/portal/en/kb/backstage/microsite-guide/formatting-with-markdown/articles/formatting-with-markdo)Paste a photo as attachment
In our process we take photos and snaps of everything we do as the job is completed. It would be a time saver, we could paste a snap in the attachment module. Currently, we have to save the snip, upload it, then go back and delete the file. Thanks RTime Entry Layout
Is there a way to create a Lookup Field in the Time Entry layout, We would like to be able to assign a product each time we enter a time, or have the ability to do an import for the "ticket Time Charge" field. We classify time-based on the type of workGet custom fields - Creating FSM Work Order from Ticket in Desk
I have created a custom function to create a Work Order in FSM from a Ticket in Desk. I would like to have some other specific information to come across from the Ticket and populate in the work order. Ticket ID (from Desk) to replace the Work Order NameAdd team tag in a ticket
Hello, I'm trying to insert the agent's team into a tag, I managed to get the ticket service agent's name, and put the tag with his name, but I don't know what value for the team field. can anybody help me? ThanksUnleash the power of detail, with Table View.
What use is context that's not available where you need it? With this in mind, we bring you the Table View. This feature will add more power to the way you organize and work through your ticket load. Table View comes in handy when you want more control over the ticket information you see. This is a nifty tool for users who find themselves limited in terms of the level of information that is being offered in the Classic View and Compact View. With an upper limit of 15 columns, agents can glean mostProblem with dashboard URL
Hello Folks! I've already submitted a ticket but also wanted to post on community as this is an urgent matter. I recently changed help desk providers to zendesk but now I want to change back to zoho desk. Whenever I go to my dashboard URL (for zoho desk)Announcement: Canada Zoho User Group Meetups - Elevate Your Customer Experience
Hello, Folks! We are thrilled to announce the Canada Zoho User Group (ZUG) In-person Meetups! Join Zoho experts and your peers in your city for a day of networking, learning, and knowledge sharing. We are coming to your cities in just a fortnight. OurSerial Numbers In Zoho Desk
We have a few products but each product shipped has a serial number that is unique to the customer that we use to see when that product was built, the specs for that product and how the product was built. We do not want to create a product for each serialIntroducing custom lookup fields in the Tickets, Contacts, and Accounts modules
Hello all, We are excited to announce a new enhancement that will empower you to further customize the Tickets, Contacts, and Accounts modules. Now, you will be able to create custom lookup fields in your Tickets, Contacts, and Accounts layouts for moreNext Page
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Announcements
Implement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?Zoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23
Hi All, We are eager to introduce the enhanced JWT authentication mechanism for accessing your ASAP add-ons. Effective December 25th, 2023, the ASAP's old JWT authentication mechanism will be deprecated. This means that the option to switch to the newAgents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:Zoho Desk app update - Reply via email option for IM tickets
Hello, everyone! We're excited to introduce the 'Reply via Email' option for IM tickets, in the latest version of the Zoho Desk Android(v2.7.4) and iOS(2.9.5) app update. You can now respond to IM-based tickets via email within the mobile app. This featureSpreading Love, One Ticket at a Time
At Zylker Techfix, customer service wasn't just about solving issues, it was about creating meaningful human connections. The team believed that every interaction was an opportunity to understand their customers better and offer solutions that truly made
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Ask the Experts 16 :A 5-hour Live Q&A - Tackling Zoho Desk's Onboarding Challenges
Hello Everyone! The Ask The Experts series is back! The Zoho Desk Team is happy to announce the first Ask the Expert session of 2025, focusing on the Onboarding Challenges of Zoho Desk. What's in for you? Ask The Expert Series is a monthly online sessionMarking a Desk ticket as Unread after merge
We have a custom script that runs against every new ticket and auto-merges it with any existing ticket that matches our criteria. That works fine but there is no functionality that reverts the newly-updated ticket back to an "unread" state. I found theRe-emphasizing the importance of Domain Whitelisting in ASAP's JWT Authentication Mechanism
The problem We discovered a security vulnerability related to using OAuth tokens in non-whitelisted domains and have reinforced our security measures. If you experience any request failures in the authorized domains, please verify that they are whitelistedTicket owner for desk ticket can't be set using Zapier "Create ticket" function.
I have a step in my zap where I create a ticket in desk, everything works fine apart from setting the Assignee (Ticket owner in desk). When I look at the data sent to the API the assignee variable has no data I can set the assignee (Ticket owner) if IArticles page into Moodle as an iframe
I would like to integrate my Zoho Desk articles page into Moodle as an iframe. My goal is to add it to the Moodle navigation and display the articles within a dedicated page without redirecting users outside Moodle. Could you please guide me on the best
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Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, GreenEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-importantLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
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