Help Center - No ability to scroll on the published Help Center site?
Once updating the very basic settings of the 'Help Center Customization' settings, I changed the header image, some colors and went on with my day- Problem being, there seems to be no ability to scroll vertically throughout the entire site, which makesI order 1-year contract of Zoho Desk but tell me will update on Sep 7 2023
Hey Can you check I cannot use my credit?Incoming emails from web form
Hello, We receive incoming emails from our public webpage. This email is always the same. Is there a way to extract the senders email from the submitted form and replace it in the Email field in Zoho Desk? Otherwise an agent will always need to go inTicket Screen not refreshing - account specific issue
I am having an issue that has come about just today where my custom view ticket screens won’t update and refresh with either new incoming tickets or take them out of the custom view if I make an assignment or change status We have 4 agents here and mySave Zoho Desk Report Template?
Is there a way to save a Zoho Desk report template? Every 2 weeks I export the same custom report template, with specific columns in a specific order and specific time frame. Is there a way to just save this as a template for quick reference in theTicket re-assignment - reply
Hi, When a ticket arrives at desk and I change the contact info (customer), the recipient is not changed. So, when I want to respond to the ticket, it will send the reply to the "old" contact instead of the changed/new contact. See screenshots below.Help Centre - Widget or Tab for Customer Downloads
USE CASE: We are a software vendor, using Zoho Desk (as part of a Zoho One subscription) to help mange support issues from our customer base. Customers can log tickets via email or Help Centre portal. QUESTION: I need to provide the capability for ourCustomer Experience Workshops are coming to Europe!
Hey everyone, After an overwhelming response for our Customer Experience Workshops in the USA and Canada that was concluded in February, we are back again and now, we are coming to EUROPE for the very first time! What can you expect in the workshop? ThisAccounts module is now supported in the latest version of Zoho Desk iOS mobile app.
Hello, In the latest version of the Zoho Desk iOS mobile app (v2.7), we have brought in support for Accounts module. Also, the Contacts module has been revamped with a refreshing new UI. Users can now view all the web-based contacts within the mobileCan I customize the fields shown in the ticket list with table view?
I would like to show some fields like Priority and Classification and hide the Due Date field but it seems that these views are fixed. Is there a way to customize my view and not just using filters?Is there a way to assign a ticket by the support email address used?
We have 2 support email address: support@mydomain.com and orders@mydomain.com that forward to corresponding support email addresses in zoho desk (support@mydomain.zohodesk.com and orders@mydomain.zohodesk.com). The email forwarding is working perfectly.Hide Team Feeds,The Headquartes,Agent Queue.
Is possible to hide the left bar of Hide Team Feeds,The Headquartes,Agent Queue. I only want to keep Views on the left bar. Thank you.How can i send html data in email to a customer's ticket using deluge.
Can anyone just help me out from this problem. I want to send an email over a customer's ticket. I want that customer should get the executed html code. But i'm not able to send it. Customer is getting plain text with all html elements. like this:- <divSort ideas on last created
Hello, Topics in the community are now sorted on 'last changed'. Would be great if this could be 'last created'. Or add a filter for this. Kind regards, HelenLock ideas: lock comments and voting
Hi, Now when you lock a topic in the community, you can only lock the comments. Would be great if you could also lock the voting. Kind regards, HelenZoho Desk uploading products?
Hi there, Is it possible to upload my products via CSV or spreadsheet upload to Zoho Desk? It appears I can only add one product at a time. I have connected ZohoCRM and Zoho Desk together. Will they sync products together then?Monthly Release Round-up - April 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements we released last month. Option to make default comment type public Until now the default comment to a ticket was always set as private, which allowed only the agentsSubmitting Tickets using Knowledge Base Artlices
Is there any way to link a ticket submission button to the articles on our Knowledge Base? For example, a user is reading an article and there is a button to submit a ticket right from the article. This would be helpful so we can know if a user has alreadyGmail to ZOHO DESK Import
Hello Team, I would like to inquire about the feasibility of importing historical emails from Gmail to Zoho Desk. Is it possible to do so? Thank you. Bharath Kumar EWhere to change/increase the Article listing shown on front?
I'll end up with more than five articles for each category and would like to have more of them displayed to users on the first page before they have to head over to the next page. I can't find any settings for this!Zoho Desk - Support Email Domain for Multiple Brands
We are a Zoho One customer and are looking to setup Zoho Desk. We have multiple brands within our company with different sales teams for each brand. Our customer buy products from a brand and would need to send support emails to the domain associatedLooking to identify the agent permission which allows/prevents an agent from changing the SLA on a ticket
Good morning, I've identified an issue that an agent in our department has occasionally been resetting the SLAs which were claculated on our tickets without explanation. To prevent this from happening we'd like to prevent agents with the same rolesetPartial Outage in One of the Zoho Desk EU DC Clusters
Greetings, We would like to inform you about a partial outage that we have experienced in one of the clusters in Zoho Desk. The partial outage occurred between 9:26 CEST 2 May 2023 and 15:59 CEST on the same day, and the slowness persisted until 17:18EU DC Partial Outage Resolved: A Detailed RCA
Incident Summary Due to an overload on one of the nodes in the EU DC for Zoho Desk, the system was unable to handle the heavy load, causing a slowdown in requests and resulting in a partial outage for customers with data residing in that node. On MayAppend to the HTML body tag
Hi, I would like to be able to add a script to the agent help desk So basically what the point is that the IT department is using a Status page(Statuspage | Atlassian) that show disruption on services. this system allow us to generate a script that shouldComments to KB Articles
Isn't there a way to make it so that readers can make comments about Knowledge Base articles? I thought that was possible, but it's not working for me & I can't find a setting to change it.How to give a contact full access to his company/account's ticket
A contact/customer asked to see all the tickets he and his colleagues created in order to follow their status. How can this be done? At the moment he can only see his own support tickets. Only the Agents can see this. Thanks for your help, GregAttach file to ticket using zoho desk API and spring RestTemplate
Hello, I want to attach a file on a ticket using the Zoho desk API. It works fine using postman but always got and HTTP 500 when I try with Spring Rest template in Java. I can't figure out what is wrong. Thanks in advance.Presence of draft messages are not obvious
I can't count how many times this has happened to me. It's at least 20 or 30 times. I go to compose a message to a customer on a ticket, I think I hit "send" but maybe it didn't register, or I moved off the tab for another task and then closed the tabSend email to slack when status has changed
Hi. I have created a new status of invoice. What I would like to do is send an email to slack when a ticket is changes to invoice from open can anyone advise how I would do this, thanksNew enhancement in the latest version of the Zoho Desk Android mobile app
Hello, In the latest version of the Zoho Desk Android app (v2.6.6), we have brought in the below enhancement. We have implemented the layout and validation rules for quick actions in the Activities module for tasks and events. An intermediary screen hasTicket owner = Ticket creator in template
When creating a new ticket template, we should be able to set the Ticket Owner as the ticket creator. This would auto assign the ticket to whichever agent uses the template. Is there a way to add "Ticket creator" as an option in list of choices for TicketZoho Desk / Jira Integration
How do the defaults for the fields get set when creating a new issue from a ticket? We have tested extensively and cannot find a rhyme or reason to what is set for the priority field and others. We had three users open the Issue creation screenAdd CC in a worflow
Hi, I want to create a workflow to add a specific contact in the field CCs according to the account name, but the field CCs is not available in the list. Is there an other way to automate this action?Add CC contact in Workflow Alerts
Is there a plan to add the cc contact in a workflow alert? I have a workflow that sends an email alert to the contact when a resolution is added, but I would like to include the cc'd contacts as well. Perhaps there is another way, I am open to ideas. I use workflow due to the criteria where the Closing a ticket contact notification has none.Anyone Using Zoho Desk for Repair Staff?
We are considering moving to Zoho One, and I'm wondering if anyone is using Zoho Desk for repair staff. We have a staff of service techs that repair tools, either for free or for a charge. Zoho Desk seems more designed for online support. Is anyone usingZoho Desk is extremely slow
Our organisation is using the enterprise edition of Zoho Desk and the performance of the system today is unusable, it takes 40 seconds to open a ticket and it may not even load the information in the ticket. This is creating a huge backlog of work forZoho Desk very slow
Desk is pretty much unusable, Very slow. Some screens dont come back at all. We had a similar problem on Saturday. Getting customer calls that we are not responding to their tickets.Knowledge base w/ search capability across Zoho apps
Hi, I use multiple Zoho applications across Zoho suite. I would like to understand what others, in similar situation do to centralise knowledge. I mean the notes and comments from resolution of issues in Zoho Projects, Resolution and issues in Desk, potentialGet requestHeader value
Hi guys, I need to get requestHeader value from third party API. Now I'm getting only response, responseHeader, and status by using below request. let <variable> = { url : <url>, type :"GET", data : {}, postBody : {}, headers : {"Content-Type" :"application/json"},Next 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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