Copying Rules and Customization to other Departments
Is there a way for me to copy over rules/workflows/fields or other settings and customization from one department to another? This will make it a lot easier to implement rules and settings that is universal across departments.SAML Single Sign-on for Help Center
Hi, can I use saml sso for help center without identity provider (IdP), such as generating auth_token, then saving the auth_token on my website to use as login token to help center? is it possible for users/customers (not internal users) to sign up/signFeaturecast Story 1 - Canned Messages
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 1 - Canned Messages Have you been Canned yet? Do you ever get tired of typing out the same responses again and again, all day long? Especially for your customer support teams. Canned messages,Email forward except specific sender addresses
We have 1 email address connected to ZohoDesk. All email is forwarded to Zoho on the email server. A lot of email is coming in, which are turned into tickets. The automatic numbering increases very quickly. I have specific email addresses which i don'tZoho Desk | ASAP update | Deliver unparalleled customer support in your Flutter-powered mobile app
Hello everyone, We are happy to announce that we have adopted the ASAP SDK for Flutter apps, a highly preferred framework for mobile application development. Businesses have realized the critical importance of attracting customers through mobile channels,Attach images to new Zoho Desk ticket
Hi all, I am trying to attach images to a ticket. I am using PHP and the Desk API and am able to create the ticket fine. When I try to attach an image using the below code, there is nothing in the response.. it is just empty and nothing is attached toType Account
We are a company that offers different types of support to companies, we would like to be able to identify the companies to which we offer different types of support, as seen in the image, at the same time we would like this crown to be able to changeREQUIRE minimum time entry
We expect all of our tickets handled by agents to have a minimum time entry of 15 minutes. There doesn't appear to be any way to enforce this in Zoho Desk, so if an agent closes a ticket and forgets to add their time, it doesn't get caught until reportArticle Answer cannot exceed 16 MB.
I was uploading an user manual trough html but it looks like an Article Answer cannot exceed 16 MB. Could this be increased to 60mb as our max html file is like that now? Or is this something than cannot be done?Unverified Sender Warning
For the past few days we have been getting Unverified Sender warnings on every incoming ticket. Please adviseZoho Desk app update - iOS
Hello Everyone! In the iOS version of the Zoho Desk mobile app (v2.7.5), we have brought in support for Vietnamese as an app language. You can update the app to its latest version either by directly going on to the App Store or by accessing the linksTime spent at each status
Parts of the KPI we use is the time a ticket stays in each status, Is there a way without using manual time tracking to do reporting based on this information?Data migration (ticket) to Zoho Desk
Hi, If we will import old tickets from external system, all these tickets will carry the same ticket number after imported to Zoho Desk? Understand that Zoho Desk do not support alphanumeric ticket number, what if these tickets from external system containsSignature from Zoho Desk is not displaying correct in MS Outlook
Hi! We have rebuilt our company signitaure in HTML with a table and import it for each Agent by the API inZoho Desk. In the table rows we have inline style tags like line-heigt: 1.5; This is displayed correct in the Web browser but not in Microsoft OutlookBilling Preferences per Account
Hello, We are trying to setup Billing Preferences in Zoho Desk to set up a different pricing per account. We charge different pricing per hour per customer/account. Account A = 100 per hour Account B = 125 per hour In the Billing Preferences in Time EntryExport to excel stored amounts as text instead of numbers or accounting
Good Afternoon, We have a quarterly billing report that we generate from our Requests. It exports to excel. However if we need to add a formula (something as simple as a sum of the column), it doesn't read the dollar amounts because the export storesUsing Google Font's with Zoho Desk's Helpcenter
Hi, How do I use Google Fonts with Zoho Desk's Helpcenter? I've added the tags into both Header and Footer, as well as via the CSS as a CSS import, but none are working. Thanks for your help,No atricles in customer portal knowledge base
When I go to the customer Portal and select knowledge base no articles can be found. Even though I have created articles in the help centre.Send Email Notif after Alloted Support Exhausted
Hi Zoho Team, Requesting for your kind assistance if this use-case is possible as Function in Desk.Google Search Results returning a tag page
One of the google search results that we are getting when users search for "Payroll" is a page from the KB, but it isn't an article, it's a tags page: https://url.com/portal/kb/tags/<tagname> <---in that format. The payroll keyword isn't included on anyZoho Desk app update - WhatApp Templates - Android and iOS
Hello Everyone! In the latest Android and iOS version of the Zoho Desk mobile app (Android v2.6.10) and (iOS v2.7.4), we have brought in support for WhatsApp templates in Instant Messaging (IM). With WhatsApp templates, the agents can send templated responseswrong number of tickets
What is the composition of the number of tickets under "All tickets"? (Company level) In the example, 98 tickets are displayed - in fact, only 79 tickets exist.Custom field mapping to Jira
HI Zoho It would be reallly usefull if when a ticket in Zoho desk created a Jira ticket that you can map custom files from or default fields from Zoho Desk to the Jira Item. In our case we would like to be able to map 1) Customer account 2) Region (customI have an Error while Forwarding my Email
Hello, Mail forwarding does not work. I use Outlook and have an email address as support@xxxx.com and set up a forwarding rule to zoho desk (support@xxx.zohodesk.com) (support@xxx.zohodesk.com) I followed all the steps on this article however, when IMy Open Tickets View Not Working
Hello! We are seeing that the My Open Tickets view has changed to now include ALL open tickets, not just ones assigned to that agent. Has there been an update recently that would have impacted this functionality? Or is there a bug currently affectingRequest: Ability to clone templates
It would be a great feature and a huge time saver to have the ability to clone templates to other departments. It becomes very cumbersome when you manage over 12+ departments. Thank you!Can we custom Trigger ASAP
My company has a web app and are exploring the ASAP functionality. The problem that we have is that the floating button does not work with our app as it will cover CTA's and other points of information. I am wondering if we can custom/manually triggerZOHO desk Not working - Onlinesales.ai
Zoho Desk is not working since today morning?Knowledge Base document access only if URL is shared.
Hey all, There is a knowledge base document that I would like to publish it but only have accessible to the users that I am sharing the link with, meanining the document needs to be hidden from the rest of registered customers and viewable only the onesIngreso de correos
Tengo problema con mi bandeja no entran todos los correos y hace varios días dicen la leyendo externo en los que se logran recibir.Not able to send email via zoho helpdesk
I have enabled TLS service on email yet it is showing same error. Error while processing the request! javax.mail.MessagingException: 5.7.3 STARTTLS is required to send mail [MA0PR01CA0089.INDPRD01.PROD.OUTLOOK.COM 2023-07-17T11:24:37.605Z 08DB85D83ALog in to Zoho Support with Google Apps
Hi there! I see "sign in with Google Apps" options and Google Marketplace apps for Zoho Support, but I have a feeling I can't clearly answer my simple question: Is it possible to have users from a Google Apps domain sign in with their google apps credentialsZoho Desk's Instant Messaging | Feature Updates | July'23
Hello All, We are eager to bring you this month's feature updates, where we'll run you through the significant updates in the Instant Messaging module. I hope this info is insightful as you continue using our IM module to enhance your business communicationPull CRM module fields into Desk
Hi, Totally new to Zoho and scripting. Does anyone know a simple way to pull information from a customer module called serial numbers, linked to accounts in CRM into Desk? Seems you can show desk tickets in CRM modules, but can't easily have a field inEasy Way to Add Notes to A Contact Record
In our other CRM system we are able to add text file notes to contact records along with other attachments. In Zoho Desk we know that we can also add other attachments but we need a way to add an easy to edit note for saving things like usernames andZoho Community Sign-In Interfering with Apps
In the last month or so, the Zoho Community Forums sign-in process has started to interfere with my Zoho apps. It seems like the Community Forums automatically signs users out after some period of time. I haven't tracked, but it seems like 48-96 hours.¿Cómo puedo crear tareas o notificaciones repetitivas en el tiempo a mis agentes?
Necesito crear alertas o tareasMass Update CRM Sync
I am working on setting up our Zoho Desk. I have the 2-way sync with Zoho CRM enabled. However, after I sync'd everything, I realized the first name didn't map correctly, and all our clients are missing their first name in Desk contacts. I can go intoHow can I receive support ticket on my company's email [support@company.com]?
Hello, I've set up both my company's emails and helpdesk through Zoho. I've verified my domain, DKIM and successfully created emails and tested them, all works great. However, to receive tickets to Zoho Desk, I have to send the email to support@company.zohodesk.com,Knowledge Base Notifications
One of our users asked if agents could be notified when a new Knowledge Base article has been published. I was thinking about this and seems like it would be nice for end users or agents to be able to subscribe to a whole KB or one of the sub categoNext Page
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Track individual and team performance with essential KPI metrics
Hello everyone, Dashboards provide both real-time overviews and detailed summaries of important business data that support strategic analysis, planning, and decision-making. They provide a snapshot of the team's progress resolving tickets, performanceAuto-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 commonly
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How to add footer in the custom widget
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 asUnable to change the "credentials of login user" option when creating a connection
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,Anyone 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 calls
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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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