´´Send Email Reply´´ action does not work when the message body contains placeholders.
Hi Community, I am working on a workflow where the Customer contact is notified via email when their ticket status goes On Hold. To do that, I chose the Send Email Reply action, and the minute I add a placeholder, the workflow does not work and the ticket´s[Critical] Massive delays with e-mail
It takes half an hour or longer for emails to arrive or replies to go out! Another thing I have noticed with outgoing e-mails is that I see an error message when I click on "Show original" (tab "HEADER"). If I click on the "CONTENT" tab, the mail bodyNot able to run the extension in the local server
Hi team, Encountering an issue while developing a Zoho Desk extension. After enabling Developer mode, I'm unable to load the extension locally, and the error message reads: "Unable to load your extension. Please check your plugin-manifest or Resources.json."Forwarding of E-mails Received at Desk
Hi Community, How can I automatically forward emails sent to @****.zohodesk.com to Zoho TeamInbox from the Desk feature? I would be happy to hear your good ideas.Change Ticket Status on Reply
Is it possible to change ticket status on reply? I would like to be able to change the ticket status automatically from "Open" to "Awaiting Customer Response" when one of my agents responds to an email via the interface.Permissions to allow Agent to export to csv from Zoho Desk Analytics
We have a need for agents in our zoho desk application to export tickets to csv. The csv option is greyed out. Where do i go to enable this feature for various roles or for the whole departmnetAgent no longer getting notifications
One of our agents has lost the notification feature, last notification was back in Nov 2023. Is there a way to subscribe back to getting the notifications again? Last notification message was Nov of 2023 and no more new notification has come in sinceQuery Regarding Email Notifications from Zoho Mail Community
Dear Zoho Mail Support Team, I hope this message finds you well. I am an avid user of Zoho Mail and an active member of the Zoho Mail community. I appreciate the updates and discussions that I receive via email related to new topics and replies withinDisplaying Guided conversation and Chat on help portal
Hi Team, is it possible to enable guided conversations and chat in the help portal? both of their floating button occupies the lower right part of the screenFalse ticket creation
i created a ticket using API in my app under a contact with his contactID, and it was created under a different contact in my zoho desk, how is it possible?Zoho Desk non esclude l'orario non lavorativo
Our static or customised Report, total resolution time, and also the sla , Zoho Desk doesn't exclude the no business time: Our business time is 9.00 am - 6.00 pm. We have already opened another request three weeks ago (without solutions) because alsoZoho Desk Views
Is there any way to adjust the views available in the help center?Implementing ASAP on site with Content Security Policy headers
Has anyone tried implementing ASAP or Live Chat on a site with a decent CSP header? I can't seem to get it to work. I came this far: header("Content-Security-Policy: default-src 'self' https://*.websitemachine.nl https://*.zoho.eu wss://*.zohopublic.euCannot verify "from" email
I cannot seem to be able to verify the "from email". I get an error every time: https://www.dropbox.com/s/gwnqat8z7p6lwch/Screenshot%202020-01-19%2015.30.14.png?dl=0Product List in Desk - sync with CRM
Hi, I have Product Sync enabled in Desk with CRM. I have selected only certain products from a view I have created in CRM which is what I would like synchronised. However, all products from CRM are showing in the Product field in Desk. Some products areRequire ticket resolution
Hi Zoho team, Is there a way to require resolution even if an agent did not use a blueprint? for example, our blueprint has a "resolve" transition but what if agent revoked blueprint and manually set the status of ticket to closed? Is there a way whereCustomize forum status
Hi there, It would be great if we can customize the forum status (just like ticket status). Kind regards. HelenFilter to Prevent Automatic Response When Email is from a Specific Address
Hello, Is it possible to create a filter or rule that if an inquiry is sent from a specific email address, an automatic response will not be sent? Sometimes I send a message to support from ZOHO BUG TRACKER, and I do not want to receive an automatic replyFiltering Spam Inquiries from Facebook
Hello, Recently, we have been receiving numerous spam inquiries from Facebook, falsely claiming to represent others and threatening us with supposed rights violations and the like. The issue is that these messages come from different profiles each time.Activating a Rule When a Specific Agent Responds in Zoho Desk
Hello, I am inquiring if it's possible to create a rule in Zoho Desk that activates only when a specific agent responds. For example: if agent X responds, can the ticket be set to UNASSIGN? Thank you for your assistance.Using an article already existing in Zoho Desk KB as a resolution for another tickets
Hi, I've read about the Resolution tab of the Tickets and the ability of adding a Resolution to the Knowledge Base so that both agents and customers be able to access this information. However, and considering several tickets may be solved by following the same procedure, here's my question: if, for a ticket, I solved it and added the way I solved it as an article in our KB, is it possible to grab that article and use it as a resolution for another tickets with similar characteristics? If it's not,Unable to Switch to 'Table View' in Zoho
Good Morning, This issue just started happening today. But when i initally logged into Zoho, mt default view was in 'Table View' and would not load the page no matter what I tried. What I tired to remedy the issue: Cleared cache and cookies (Chrome) TriedUnable to bulk update tickets - INVALID_DATA /fieldName
Hi, I'm having issues trying to bulk-update tickets using the API. I'm trying to update the contact owning the records, therefore I'm trying to change the "contactId" value for a given list of tickets. Here's the request I sent and its body (values haveStarting From Scratch
I took over the service desk that uses zoho desk, I notice that there are lots of tickets that are garbage which affects the overall ticket metrics such as average response time and 1st response time. Is there a way to start from clean slate like a resetUsing Zoho Desk Knowledge Base to present a Known Bugs List to Customers
Hello All, Does anyone have experience with using zoho Desks Knowledge base to provide portal users with a place to see a list of known bugs? We are a SaaS Company and we sell our clients access to a web based application, naturally, we find bugs/issuesSee last login or activity date from Agent
Hi, is there the possibility to list all agents by their last login or last activity? We plan to roll out zoho for 70+ people including our subsidiaries and we want to check on regularity basis if an agent is active or not. Is this possible and how canHow to do JWT authentication for non-zoho user?
Hello, I would like to use Zoho desk full support with chat, knowledge base, My Tickets and Create tickets types. As per documentation, it says using "Anonymous" user only submit ticket, can not view ticket history. So we have tried with JWT authenticationRegarding Desk and Zoho Books integration
I have the Zoho Desk and Zoho Books integration turned on. I use both extensively. But I don't think the Integration between the two does what I want it to do. Currently, from Zoho Desk, within a ticket, you can create a new Invoice in Books. That isparent-child ticket API
Hi all, is there an API to connect tickets as parent-child? I wasn't able to find it in the docs. thanks!Native feature - parent child ticketing
Hi all, I think I don't need to elaborate on why the Parent-Child Ticketing extension is not really usable. I think we all agree on that :D (Parent ID/Link not available in reports, not available in Ticket Table View, not available in Zoho Analytics,Access relationship information (parentId, childId list) [Parent-child Ticketing Extension for Zoho Desk]
Hello, we are using the official Zoho extension Parent-child Ticketing and were very surprised that it is not possible to access the data. In my opinion, it is an essential requirement to be able to access the link information. However, you can only seeIs it possible to link requests?
I am currently evaluating Zoho Support. In order to resolve our Customer Support requests, we need to be able to communicate with 3rd parties - such as partner organisations or suppliers. These communications need to be: - recorded in the helpdesk system,How to link or relate tickets?
How to link two or more tickets with the same resolution?Mass response from Parent ticket
Good Afternoon, I am highly anticipating the release of the Parent Child Ticket extension for African users. As this extension would be extremely beneficial for our service desk in the linking of child tickets to the main parent ticket. If you considerParent ticket or Case
We have a gateway, that if down, will affect different clients. I am wondering is there a way to group or classify tickets based upon a particular centralised or common issue. They should all be resolved once the root cause problem (Gateway restored forLinking Tickets
Hello, within our organization we often receive email quotes request from our customers/end users. We then take that information and send out email request to several different service providers ( all different email chains). is there a way to link theFurther linking from child ticket is not possible
You are not presented with any linking options when you want to link a child ticket to another ticket ( I have realized that you are calling a relation between 2 child tickets as "peer child tickets" ). The button at the bottom of the sidebar reads asParent-Child Ticketing: Additional Link Type request
We require at least a 2. type of link ( 3. type if you count "Parent" and "Child" as 2 different linkage types) between tickets which doesn't force you to set one of the tickets as the "Parent" and the others as "Child"s. Sometimes we can receive ticketsThe Parent-Child linkage gets broken on re-cloned tickets
Our agents sometimes do create clone tickets from already cloned ones. On such occasions the re-cloned ticket doesn't show any linked tickets on the "Parent-Child Ticketing" sidebar but the "Associated Type" field still includes the original tickets linkageMerged/Deleted linked tickets are not being deleted from the Parent/Child extension list
The mouse pointer turns into a "Not Available" icon but it's hard to notice this change and also even if you notice it then the message is not clear. I've tried to understand what was going on a few times before realizing it. The link to the old ticketNext Page
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Automation #6 - Prevent Re-opening of Closed Tickets
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Typically when a customer submitsAuto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensureAutomation#23: Automate Guided Conversations in Zoho Desk with Business Hours
Hello Everyone, This week's edition introduces a custom function designed to automate Guided Conversations in Zoho Desk, based on your business hours. With this feature, you can align the bot's behavior with your business schedule, ensuring a smooth andAutomation #7 - Auto-update Email Content to a Ticket
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Email is one of the most commonlyAutomation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have Terence
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I am creating my custom widget for ASAP integration in Moodle as i only need knowledge base and submit a ticket there in the moodle, There was some translation issue in default module widget now i found the way to create separate widget and show in theRequest for Custom Script Support in Help Center
We would like to request the addition of custom script support in the Help Center, similar to the functionality provided by Zendesk. This feature would allow administrators to customize their Help Center with scripts for enhanced functionality, such asAnyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!Twilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving callsNeed help: Different email notifications for manually created tickets vs email-generated tickets
We're trying to set up different email notifications based on how tickets are created in Zoho Desk: When a customer emails us, they should receive the standard "Acknowledge Contact when a new Ticket is received" notification When our staff manually creates
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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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