Merged/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 ticketGet parent element ID [Parent-child Ticketing Extension for Zoho Desk]
Hello, we would like to use the Parent-child Ticketing Extension for Zoho Desk but apparently there is no way to get the parent element. Of course you can see in the ticket detail view to which parent element a certain ticket is assigned but that's whereIs it possible to automatically link tickets between departments via any of the automation features?
For example is it possible to define an action which sets an association between the 2 tickets when we forward a ticket to another department. I have checked the blueprint transition actions, custom functions etc and I can see that "Associate Type" isLinking tickets
The ability to link tickets, having one being the master ticket and others being child tickets would be awesome. Last week we had some issues that affected customers in different ways, but was all related to the same thing. Grouping them would be very helpful.SLA - Stop Email Notification
After establishing SLA Rules for tickets, I am receiving an email notice for each ticket if the agent does not respond within 2 hours. Is there a way to only receive notifications through feed or something similar, rather than receiving an email alertDesk - CRM Integration: SPAM Contacts (Auto Delete)
SPAM contacts is a useful feature, but when the CRM sync is used, it is very frustrating. When a contact is marked as SPAM on Desk, I wish to do the same on CRM. When a SPAM contact is deleted, I would like it deleted from CRM. The feature looks half-baked.Rule and Custom Function Help
Hoping to get some help on my idea with our ticket creation. We currently have our own support email that receives numerous requests from end users. There are certain requests that I will be forwarding to our Zoho Desk email and a ticket is automaticallyhelpdesk invite emails are not getting through
I am trying to register to the helpdesk for my trial account (rivery) in the helpdesk settings, i unchecked the "Moderate customer sign-ups in the Help Center" So the user i create should get invite email once i create it however - the invite emails areZoho Help desk down
Hi support team, May we ask for estimated up time for Zoho help desk portals? One of our departments that has a separate help portal is not up Please see the screenshot of error below for reference Tried to check on your status page however it seems thisIs there a script to remove/hide Department field from new ticket form and default to our default Department?
We have two departments that handle tickets. BatchMaster and Product Management. BatchMaster is the default and the only department where new tickets should be submitted. Tickets transferred to Product Management should be visible in Help Center but weHow to add/remove tag to a ticket with function?
Hi, I have had to create a function in Zoho Desk. However, it appears that the syntax differs from that in CRM. I realized that it is necessary to add organization ID in some commands what is not necessary when you create a funciotn in CRM. Could youChanging agent-availability per department
I'm looking for a way to manage "online/offline" agent-availibility on a per-department basis. We have agents who are members of multiple departments, and we need a way to quickly and efficiently include/exclude them from round-robins. I read an articleOpening the Right Pane Automatically
Hi all, I'm finding that I can use the UI ROUTE_TO method to open the left panel widget, but not the right "Marketplace" panel. Is this a bug, is it by design, or am I doing something wrong? // This works ZOHODESK.invoke("ROUTE_TO" , { entity : "extension",How to retrieve details of current page from widget?
Hi, Does anyone know if there's a way to retrieve the details of the user's current page from a background widget (or any other for that matter)? When user navigates to a page, I want to check what type of page it is (e.g. ticket detail) and then decideEnd User support for Customer Portal Export
We have had requests from end users to be able to export their tickets from the customer portal. It would be great if you could implement a feature that allows the end user to export their tickets. And if they have visibility to all tickets in their organizationEmail notifications from Zoho desk delayed
Hello Zoho Team, I was working on email tickets with Zoho desk and I noticed that email notifications for ticket follow ups were greatly delayed. Responses from agents who directly replied on Zoho desk would take about 40 minutes to show up in my emailWorkflow Rule to Change Ticket Subject on Creation
Is there scope with Zoho Desk Professional to have a workflow rule that can manipulate the subject of a created ticket? Am looking at options for auto-forwarding email from a notification mailbox into Zoho Desk and am looking to see if I can strip theAutogenerate unique usernames for Community Forum
Hi, we are a 2 sided marketplace like Airbnb and we use Zoho Desk's Community Forum. However, we do not promote it to our customers because it does not autogenerate unique usernames. Zoho's software allows people to use their full name, which we don'tPossible to populate help center user phone number through SAML login?
We are using MS Entra ID (formerly AAD) as our IdP. I want to be able to populate the phone number in the user's help center profile using SAML claims. Is this doable?EMERGENCY! Web-to-request form error
Since 14th of october, when submitting a request through a web-to-request form, an error occurs. IE says page cannot be displayed (a zoho webpage), mozilla says nothing. The request doesn't arrive. I experience this problem with multiple accounts fromHow 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, when the task is created we send a replay to their email for example: "thank you for reaching us, your issue will be fixed shortly". I didn't find where i can set that, can you help"Copy Field Values from one Module to another" how to use?
Hi everyone! I'm sorry if this question was already asked, I didn't find it! So let me explain: In my Tickets module, we have the custome field "customer type" where we indicate if it's a lead, user, etc... In the Contact module I used the "type" field with exactely the same entries. I would like when in the tickets module an operator choose an option that it automatically update it in the contact module. I found the "Copy Field Values from one Module to another" custom function which seems perfectOptimize ticket management with Mass Revoke Blueprint and Skip Reply in Blueprint Transitions
Hello everyone! Blueprints play a pivotal role in shaping a seamless customer service experience, serving as the architectural foundation for efficient ticket resolutions. They provide a structured framework that guides support teams through predefinedSDPlus Delete Support Respresentative
SDPOndemand i.e. SD PLus we need your help to delete Support RespresentativeCan't create a ticket reply via API
Hi I've been checking this: https://desk.zoho.com/support/APIDocument.do#Threads#Threads_SendEmailReply Trying to figure out how to send a reply to a ticket, but I get a 500 Error whenever I try it: { "errorCode": "INTERNAL_SERVER_ERROR", "message": "AnFeaturecast Story 11 - Embeddable chat link
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 11 - Embeddable chat link What are the benefits of using a chat link? The chat link feature lets customers click on an auto-generated chat link (also called the reference link) and useCustomize ticket questions
Hi, I wondering if that possible to customize the question in a ticket? I mean besides the standard questions like contact name, account name, etc. Thank you in advance.Error: Zia powered by Chat GPT (Zoho Desk)
See attached image. I get this error when trying to use Zia powered by ChatGPT in Zoho desk. How can I fix? Yes, I do have credits in my OpenAi account and yes I've confirmed the API Key is accurately added into Zoho Desk...Thanks for your help.Zoho Desk - Works Super slow and Lagging
Hello, Zoho Desk works too slowly. I have already called support several times. Each time Zoho support tells me to try it in private mode on the browser. But this solution doesn't work, same effect. We need a better Solution. Our support team cannot workZoho Desk now integrates with Google Chat
Greetings! We're thrilled to share that Zoho Desk can now be integrated with Google Chat. This integration creates a powerful solution for businesses seeking to enhance collaboration, facilitate seamless communication between agents, and streamline customerRegister Today for the Upcoming Webinar - Measure and improve customer service operations
Hello all, Here is a friendly reminder for the last session in our webinar series. Webinar Topic: Measure and improve customer service operations Date & Time (PST): December 20, 2023, at 11:00 am | Registration Link: https://zurl.co/5gIP (IST): DecemberInstant Messaging Update | Now migrate your WhatsApp Business phonenumber from another BSP to Zoho Desk | Dec'23
Hi All, Everything seems to move at lightning speed these days, and time is certainly flying by for the IM team. But we are delighted at how much ground we covered this year. 🚀 For one, we enabled WhatsApp business phone number migration so that youZoho Desk Extension template: React + TypeScript
Hi, I have just shared a template of a Zoho Desk Extension built with React and TypeScript: https://github.com/wiiisdom/zoho-desk-extension-react-ts I want to share it here, I am pretty sure it can be a nice replacement of `zet init` if you want to haveBest way to clear the response due date in deluge?
When trying to reset the response due date to empty programmatically, I get an internal server error The format works for resetting the due date but not the response due date, is there a specific format I need to use for response due date instead?Monthly Release Round-up - November 2023
Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Search tickets in My Area using views and custom filters My Area in Help Center is one place where customers can view all the ticketsLight Agents permission to edit ticket fields
I have a number of Light Agents who get tagged in tickets to provide knowledge from other departments. I would like them to be able to update the ticket fields when they are working on the ticket, e.g. number of hours they worked on it - is it possibleUnable to Expand Zoho Desk Replies
Hi, There appears to be an issue with Zoho Desk UI as I am unable to expand my replies. I have cleared browser cache and tried multiple browsers with no luck. Regards, Hugh Marshall FREE CRM Extension - Embed dynamically filtered Zoho Analytics ReportsReopen ticket on specific date/time
Is there a way that we can close a ticket and setup a reopen of that ticket on a specific date and time? (without using the "on hold" ticket option)Templates for Zoho Desk - Knowledge Base
We are looking at migrating our Knowledge base into Zoho Desk. Is there a way of creating templates for article in Knowledge base. We want to be able to set templates for certain types of content. Is this possibleCapture initial priority
We are looking for a way to capture the initial priority of a ticket. For example if a ticket is entered as 'High', but is subsequently lowered to 'Medium', we'd like a way to track that it was initially higher (or in some cases lower). I understand howNext Page
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Automation#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 #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 #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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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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