Featurecast Story 9 - QR Code
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 9 - QR Code Use QR codes to add customers to your communication channels QR codes provide a convenient, simple way to connect with customers. In this article, we'll provide all the informationHow do i send an automated email 10 days after closing a ticket
I am trying to set up an automated email to the customer a set period after the ticket is closed. I have created the email template, but i cannot work out how to set the trigger to send this out. Can someone point me in the right direction please? Ifhide resolution from help centre
to my surprise, i just found out that the resolution text is public in the helpcenter, even if 'notify customer' is off. is there a workaround to that? how do others deal with this? How zoho support does this and I don't think its used by Zoho in the first place. the resolution is meant to be private, not publicNo email sent to customer
I am able to email the support email address and the ticket is created in zoho desk. When I reply to the ticket in zoho desk no email is received at the email address used to create the ticket.Auto Merge
Hi, We receive emails from IT on another ticketing system. When a ticket is resolved on the IT system it send 3 emails; 1 update to say its been fixed, 1 to say the ticket is now resolved and 1 asking for feedback on the service. These emails are generatedRegister for Our Next Zoho Desk Webinar - How to run optimal customer service operations!
Hello there, This is a friendly reminder for the sixth session in our webinar Series. Webinar Topic: How to run optimal customer service operations Date & Time (PST): November 29, 2023, at 11:00 am | Registration Link: https://zurl.co/qhKq (IST): NovemberIs it possible to reorder the options of the Jira Projects in the Zoho-Jira integration?
Assume that I have a Jira-Zoho integration sucessfully running. I have 3 Jira Projects assigned to the Zoho Department following the STEP 5 of this documentation. "Project 1", "Project 2" and "Project 3" are the names of the Jira Projects. However, IDesk Not Creating Ticket From Email With Two 'From' Addresses
I have a situation where a specific customer sends us an email to our support@ address but Desk isn't receiving and/or processing just that customer's email. Anyone else sending to support@ works as expected. The only thing different about these emails,Portal Customization
Is there any way to change the icons used for things like the ticket icon? Or a way to change the unprofessional looking comic character that comes up on the page when someone signs up for our customer portal?Search and replace in knowledgebase
I'm sure we're not the only company that has renamed a feature, changed a label for a field or reorganized a menu in our software. Sometimes these seemingly small changes cause a lot of work for kb admins as they have to go in and rename the thingZoho Desk iOS app update - Share ticket
Hello, everyone! In the latest iOS version (v2.8.2) of the Zoho Desk mobile app, we have included support for the Share ticket functionality. 1. Share Ticket: With this feature, you can seamlessly share tickets with agents in other departments, fosteringZoho Desk's Instant Messaging Update | New Integration | Nov '23
We're adding more ways to stay connected with your customers! Hi All, We've been working on many improvements for the last few months, and we're excited to announce a highly anticipated integration with Facebook Messenger! Let's dive right into the benefitsChatting / IM - Zoom or Microsoft Teams integration?
Is it possible to have Zoom or Teams set up as an IM option? Also, if possible, is it also possible to limit it to a department? We want one specific department to have the ability to IM (or chat) but not enable it for another department. The general3CX and Zoho Desk
Hi, I want Zoho Desk to open the related Customer Contact Card when an advisor accepts the call on 3CX. They already manually copy the number and search Zoho Desk but surely there is a way to make it automatic? I have found https://help.zoho.com/portal/en/community/topic/contact-search-api-sends-204-every-timeSPAM - ticket numbers
Hi, We receive a load of spam tickets. Problem is each ticket coming in takes up a mass heap of unique ticket numbers. Question is, When we empty the spam folder do those same ticket numbers get reassigned?Delete acct
How to delete my accountError message when uploading a ticket attachment via custom function | Deluge | Workflow
Hello there, I would like to have the email attachments moved to the separate attachment section of the ticket when sending an email from a ticket or when receiving a customer email. For this I have created a custom function as seen below. This also worksIs there a way to make an account inactive in ZoHo Desk
We have a few Clients "Accounts" that we no longer do business with. It would be beneficial for them to not show up in lists. However, we want to go back and view tickets, time, etc.VOIP pbx that route calls based on ticket number
I'm looking to see if there is a VOIP/pbx system integrated with Zoho Desk that allows you to assign the call to the agent based on the ticket number. Anyone have experience with this?Ability to search via permalink
When you make a KB, the subject you first use is the permalink. Should someone go back and change the subject, the permalink will stay as it should. But if you then delete that KB and it is sitting in the recycle bin, that permalink is still taken, andAutomatically CC supervisor
Hello, in our organization agents are replying to tickets and they are required to CC their supervisor on all emails to and from customers. is there a way to have an email address automatically populate in the CC field when reply to a ticket? thaRedefine customer experiences with Blended Conversations
Zoho Desk's Blended Conversations feature is here! Blended Conversation is a fruition of Instant Messaging framework and the Guided Conversation bot builder, a low-code platform for customer self-service. The IM framework helps businesses seamlessly integrateTicket assignment: load balancing ruins round robin functionality
Let's say you have two agents, agent 1 and agent 2, and you want the round robin assignment to evenly distribute incoming tickets between them. The way the load balancing seems to work is that ticket 1 goes to agent 1, but if they close it before ticket 2 comes in, their load is back at zero, so they get assigned ticket 2 as well, and ticket 3, and so on. So unless there are a lot of tickets coming in at once, one agent will receive a lot more tickets than the other, which ruins the round robin functionality.Automation #5 - Configure Round-Robin without Load Balancing
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. In Zoho Desk, Round Robin isRound Robin Assignment to offline agents in Zoho Support
Is it possible to assign tickets to a round robin of reps regardless of their online/offline status? Eg We want to assign certain tickets to a group of people at all times, even if they're offline because the SLA allows enough time that tickets can sitLength of email reference field exceeds 998 character limit specified in RFC 5322
Hi, We are using zoho desk and we ran into the issue below when replying to a ticket. It turns out that the Reference field was the culprit as it contained a lot of references and ended up at 1154 characters and hence exceeding the 998 character limitConnector deployment in zoho for third party integration
Hi Team, I would like to create third party integration with zoho Desk and Want to deploy my code bases in Zoho any where. Can you please confirm that is it possible to deploy custom code/script for third party integration to zoho environment. I haveCan't add attachment on email template
The attachment does show up. This is my template. Hi ${Cases.Assigned Programmers}, Please be reminded about the following task that has been assigned to you. Subject : ${Cases.Subject} Description : ${Cases.Description} Ticket # : ${Cases.Request Id}Unable to create ticket with SPAM contact that is not showing in SPAM list
My agent is trying to open a ticket and is getting the error message "You cannot submit a request for a SPAM email address." The email address is NOT showing in the SPAM email list, neither is the contact. How can we stop this?Allow agents access to manage KB
The knowledgebase is a great tool that we'd like to use more often. I have discovered no method of allowing an Agent to add categories via the Manage KB option. Is there a permission setting I can set to allow Agents to access the Manage KB option?end user/contacts associated with multiple accounts
When will we have the ability to let an end user/contact be affiliated with more than one account, so they can sign in one time and see the open tickets etc for all of the accounts they are affiliated with?Is there a way to stop closing a ticket that has open tasks
We want to be able to prevent a ticket from being closed if there is an open task associated to that ticket. I don't see a setting for that.Support Desk and KCS workflow
Hello. I am evaluating Zoho Support Desk for our company. One area that is important for us is around the integration of the knowledge base so we can track the re-use rate of solutions by linking them to each Ticket. If you are familiar with the KCS model,Featurecast Story 8 - Auto-close
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 8 - Auto-close Automatically close abandoned conversations In this feature story, we will cover the auto-close conversation timer feature. Instant messaging offers a quick and easy wayHow do you manage internal improvements for clients with Zoho Desk?
Hey guys, We use Zoho Desk and CRM. Desk is for the Operations team to handle client requests and on the other hand we manage behind the scenes improvements for them that we want to keep track of. These are much like the epics in Jira. To keep them internalExport as PDF Case ticket
I see there is a way to bulk export data as CSV file, and within the cases ticket, there is only a print option. Is there a way or workaround to export as a ticket as PDF? My only solution at the moment is sending it to print, and previewing as PDF andFederated Login via LinkedIn not working
LinkedIn has changed to Sign in with LinkedIn Using OpenID Connect and it's not working with Zoho federated login now. Please can you update your support for this?Getting access to Zoho support tickets submitted by other members of the organization.
I am currently trying to find a way for someone to have access to all other support tickets within our organization so I can track the progress and make sure they are followed up.Log emails sent to CRM Contacts in DESK in CRM
Is there anyway to add emails sent to CRM Contacts from with DESK in the CRM so they appear in the Sent Emails to the contact. Currently to get a complete view of correspondence with a CRM Contact you need to view both EMAILS and DESK TIckets inside theFetching Zoho desk tickets based on a department id through API
Hi, In my Zoho desk I have two departments . I want to fetch tickets for a particular department using Zoho desk is there any way for doing this.Next Page
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Auto-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 #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 submitsAutomation #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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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
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