Finding draft ticket replies
Is there a way to see all tickets which have draft replies?Setting Visibility for Macro Rules
Hello everyone, We have an exciting enhancement in macro rules that will allow agents to view only those rules that are relevant to their daily activities. Macros is a way to automate a set of actions that are performed on tickets regularly to save time,Attention! Planned maintenance will take place on 17 June 2023, between 1:30 AM and 2:30 AM GMT
Dear Customer, Planned Zoho Desk maintenance will take place on Saturday, 17 June 2023 from 1:30 AM IST and 3:30 AM IST. We'll be using this time to upgrade our app servers, which will help us maintain the reliability of Zoho Desk. During the maintenanceBlacklist Domains
Is it possible to blacklist domains so they are blocked from registering for Zoho Desk or once they've filled out the registration form they are blocked automatically?[reports] (Zoho desk) How to retrieve tickets report from analysis section with api calls
Hello, I am developping a powerautomate flux to retrieve the tickets listed in my custom report on zoho desk. This custom report just collect all the tickets with the executed Time (from the Time entry) between a certain date. Example: I want to makeTrigger Alert via workflow / custom function
Hello, it is possible to send an mail alert via deluge? Sure, we can send a alert directly via a workflow rule but there you are limeted to the workflow criteria. We need to check some complex condidtions an so need to use a custom function. But insideHow to add banner to post detail sidebar like yours?
We want to add banners with links like yours, how to do this?Zoho Desk Mail Template CC
How to add cc users in the zoho desk mail template, the template only allows reply to and thorugh the workflow alert there is only the To field?two step option to close a ticket
hi i want to check if we can implement a Two step ticket close option. at times we click the close button by mistake and the ticket gets closed. if there is a two step option, then a reconfirmation will be asked before a ticket gets closed.Zoho x Jira Integration
Hi Zoho support, Is it possible to integrate 2 JIRA instances in Zoho desk?Is there a way for a custom function to trigger a custom made email alert?
Hi Zoho Team, We have currently maxed out our 30 workflows in one of our department and we are trying to find ways to make it more efficient. We usually use our workflows to send automated email notifications per team leader for approval of tickets. IsI want to create ticket in code
I want to create ticket in code , i followed that developer document , but still facing issue , getting some mediatype error , somebody help me to solve this error.usage of search parameters in help center search
Hi. I am looking for options for smarter searching in the help center. Does the desk help center portal search allow usage of search parameters like - exclude, && AND, || OR or similiar. If not what are other options for restrictive search? BR JohanPlanned IN data center maintenance on Sunday, 11 June 2023 from 6:00 AM to 6:30 AM IST
Dear Customers, Scheduled maintenance will take place in the IN data center (DC) on Sunday, 11 July 2023 from 6:00 AM IST and 6:30 AM IST. Expect 30 minutes of downtime if your account is hosted in the IN DC. During the maintenance window, Zoho Desk willInsufficient Privileges to perform this operation. Contact your Administrator.
I am writing an API to send an HTTP web request to retrieve ticket and contact data, I am almost positive I am sending everything correctly including my ouath token and OrgId in the header but I continue to get the message "Insufficient Privileges toSupport Agent Reply should have a template or choice to replace email Subject
We have our tickets created through an API and Ninja Forms in WordPress. The ticket Subject is set to something meaningful for the agents to know the topic of the ticket (QA, Break/Fix, Comment, Issue, ....). While this is great to see within Desk forZoho Desk App for End users.
are we having any mobile app for zoho desk for end user. so their they can submit their tickets. please give us the answer.Ticket Order in List Views or Team Queue
It seems that the Ticket order in the list views or in the Team Queue are order from newest to the oldest. Is there a way to change the order so that the older tickets needing agent attention is a the top of the list? ThanksZoho Desk's ASAP SDK | Feature updates | June '23
We are excited to announce new ASAP SDK features and enhancements. To better meet your needs, we've updated our product with convenience in mind. Let's dive in and explore the new features and enhancements we have lined up for you. Multiple ASAP configurationsMonthly Release Round-up - May 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Enhancements in Web Accessibility Control Two important enhancements that were made under Accessibility controls were: Introducing IncreasedCorrect way to add attachment to a ticket
I do not forward emails to Desk, but I have a middleware processing specific mailboxes and adding these tickets through the Create Ticket API. I am not sure what the correct way is to create the attachments. I see you have attachment linked to tickets,Edit ticket number format or append to ticket subject?
Is there a way to edit the subject in emails sent out from Zoho Desk? At the moment I get: [##123##] Ticket title But this is basically impossible to filter on in Gmail, as [ and # are classified as special characters, so can't be used in a filter. IdeallyZoho Book Integration - Actions not usable in new UI
Hello, unfortunately the new Desk UI is not realy usable, because essential functionalities are missing in the official Zoho Book Integration! For example, for accepted estimates only the option to "clone" is offered, in the old user interface the actionsExported Knowledge Base Article - text is simply cut off
Hello, I have discovered a bug, when exporting a KB article (PDF), line breaks are ignored. The text is simply cut off, that's not acceptable at all!Exported Knowledge Base Article - Change Font
Hello, it is possible to change the font which is used to generate the PDF files?Agent name in signature
Hi there, I have a several users in a department to answer support tickets. What I would like is to have the Agent's name added to the standard signature for the department, I have tried using template fields ${User.FirstName} however this is not parsed out. Is there any way to do this, similar to an email signature?"Snippet" when responding to a ticket
I see the new 'Snippet' feature when I am responding to a ticket. This can be very beneficial as currently we use our own Outlook to respond back to a lot of tickets, because we have predefined responses saved as Signature files. I understand how we createDo we have API to find who last commented of the ticket?
I am searching for tickets via API. I want to pull who was the last commenter on the ticket. Do we have any API call or filter to find that information?Knowledge base printing
I saw a posting about printing the knowledge base as I was looking for the answer, but we would like the ability to print out the entire knowledge base with a click, keeping the same organization format. Bonus would include an index of keywords andWorkflow Rule is not called reliably
I have configured a very simple workflow rule: But sometimes it is simply not called, I have no idea what the reason could be. The rule has no criteria, so it should ALWAYS! run - but it does not. When I look in the ticket history, I can see that otherAccessibility improovements
I am a blind user and the site, nor any of the zoho apps are accessible to a screen reader such as NVDA, including the spreadsheets. I would like to suggest improoving access for your blind usersAdd values to Countdown Mode
Is it possible to add values to the countdown mode drop down? The longest is 2 days. I would like values for 5 days, 10 days, 15 days...Helpcenter log in programmatically without SAML / Identity Provider
Hi, I would like to know if it is possible to log in a special user programmatically when accessing the website or portal. The background is that we want to integrate the knowledge base into a desktop application. When the help is called from there, theEmail setup in Zoho support
we are pointing zoho support to our exchange server for inbound and outbound mail. I am fetching the emails and they are generating requests..Great! I am able to respond using outbound mail settings..Great! The problem is that there does not appear toCustom fields for company
Hi, it would be very helpful to be able to store central information in a central location in order to use it in workflows or custom functions. An example of a situation in which the described possibility would be very helpful: I have certain informationContacts Info - Customize which fields are shown
Hello currently when viewing a ticket. The contacts info section on the left in the ticket details only displays the contacts name, email, company, mobile and office numbers. It would be nice if there was an option in layouts as a checkbox to show a contactsCustomize the look of the rating page (customer happiness rating)
Unfortunately, the DESK feature customer happiness rating page looks like this: You can only control the following things (regarding the design): Change the Icons for the Good, Okay, Bad rating buttons Change the logo of the department You can't controlUpload ticket attachments via Drag-&-Drop
Hello, if you want to upload a file to the ticket attachment you need to click the button and use the file browser to select and upload the desired file. In many cases, it would be much more efficient if you could simply drag the file to the browser window...Reply-all copies Help Desk
Whenever we choose the Reply-al function on a ticket, the Help Desk email is automatically inserted into the CC field. Is there any way to remove this, or do we possibly have a configuration issue?How to update custom field in Zoho Desk Schedule?
Hello everyone, I have a problem right now with Deluge coding. I found some information about the update function, but it's still not working for me. Link: https://www.zoho.com/deluge/help/desk/update-record.html I have hided custom_field and org_id inNext Page
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Use color coding for picklist field values to enhance visual representation
It's easier and more efficient to manage a large volume of data in a ticket or other custom module records, such as ticket priorities and issue types, when you apply clear visual distinctions through color coding. Color-coded picklist fields allow usersTrack 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 submits
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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 theUnable 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,Request 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 calls
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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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