Finding and cleaning contacts that never open a ticket
I was automatically adding the records in CC to the contact list in my tickets. However, when I wanted to find the relevant contacts and send them an e-mail, I saw that there were many unnecessary records in my contact list. For this, I want to list the
Custom field formating
When I create a custom field, whether I select Currency or decimal as a field type I have two issues; 1- the system will place the entered value to the left of the field 2- if the entered value is "2.00" it will change it to "2" not "2.00", also if the
Add contact to Help Center
Good day, Can the contacts be added to the Help Center so users can search for a contact when they log in? Thanks Rudy
Updates to Accessibility Controls in Our Help Desk!
Hello everyone! Accessibility controls in Zoho Desk are essential tools designed to ensure that agents of all abilities can effectively engage with our platform. These controls play a crucial role in removing barriers and providing a seamless experience
Enable Merging Tickets from Different Departments in "All Departments" View
Dear Zoho Support Team, I'm writing to propose a new feature for Zoho desk: the ability to merge tickets from different departments within the "All Departments" view. Current Limitation: Currently, Zoho desk restricts merging tickets from within the "All
Knowledge Base UI
Hi, How can i log into the Knowledge Base in Desk using the same user interface the customers see instead of the user interface agents see. We would like to use the knowledge base in Desk for more areas of our business, but the default view for agents isn't as intuitive as the customer view. How can our agents use the same view as the customers or can we use CSS to change the existing agent view? I can only see an option to customize the customer view, not the agent view. Customer View (this is
Zoho Desk Hours/Time Entry
Good afternoon, I'm attempting to pull data from Zoho Desk into Zoho People for reporting/payroll use. With this I was trying to create a flow which works great up until the point of actually grabbing the hours from Zoho Desk, and adding those to Zoho
Keep CC's on Forwarded emails
Hi We have a common case where an agent receive an email from a customer into their private address. Then this agent forward the email to the DESK account and this raised a ticket associated to the customer account. But if the first email from the customer
Request to Change Ticket Display Layout
Hello Zoho Support, I hope this message finds you well. I am writing to request a change in the display layout of our ticket information within Zoho. Currently, the ticket information is displayed on the left side of the screen. However, for better visibility
Hello, I'm writing to ask if there is anything
Hello, I'm writing to ask if there is a way that we can add a "pin" option to comments so that a "pinned" comment would show at the top of the
Spell-Check as you type
Hello, It would be really helpful if the spell check was on by default and performing spell check as you type. If you click the spell check button then it does continue to check spelling as you type so it would be great if that just kicked in as soon
Zoho Desk Search API
Hello, I came across some issues on accessing the Zoho desk search API. I have my scope of Desk.tickets.ALL,Desk.search.READ, I get an error on query though i already generated an access token and used it in my Authorization Bearer. { "errorCode": "SCOPE_MISMATCH",
Improved customer invoicing in Zoho Desk
It would be great if the invoicing features were improved in Desk so multiple invoices could be generated at once. A support business using Zoho Desk would likely have many accounts. But generating invoices for multiple accounts doesn't seem to be an
Contacts not displayed alphabetically
Hi, so when I look at my customer list and I go to a specific letter, e.g. A, I get all the contacts who's first name starts with A. This is what I want. However, when I click the display all, they are shown in alphabetical order, but based on the last
Can a customer create a critical ticket by emailing?
Is there anyway a user can send an email to create a new ticket and force the priority to Critical? I did add a priority on my helpdesk called Critical. The only way i see to do this is by filling out the form but i am trying to avoid doing this for
Filter time logs by date in Zoho Desk
It would be great if there was an option to filter time logs by date in Zoho desk, so you could bill for a specific period or analyse you work completed.
How can I use the ASAP chrome extension for multiple sites?
I have an APP that uses subdomains to create customer accounts. For example one client subscribes to our platform. He creates an account hosted on companyname.myapp.com Then another client subscribes to our platform. His account is othercompanyname.myapp.com
Add attachment to custom modules
It would be great to be able to add attachments to a custom module. Thanks Rudy
Hiding Agent Sign-In on Customer Portal
Does Zoho Desk plan to introduce a feature to disable the Agent Sign-In Functionality on the Customer Portal? I don't really want my customers to know what platforms I am using. It looks unprofessional to me Also its called the customer portal for a reason,
Featurecast Story 19 - WhatsApp Sandbox
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 19 - WhatsApp Sandbox Maximize the benefits of business messaging without paying for it What is a sandbox environment? A sandbox environment is a virtual playground that allows you to freely
Rule Assignment
Hello Team, Hope this finds you well. I am a technician, and the company is in the midst of implementing a new ticketing system, incomes Zoho. As part of the task, the dept would like to consolidate the pre-existing shared mailboxes (smb) in one smb with
Custom Module Value Lookup update
Good day, I have created several custom modules, and considering the limitations, my implementation is working OK. I do have one issue. If I have a lookup between modules, when I change a value on a custom module field, the change does not reflect don't
Spell Check Icon Disappeared yesterday for Agent Comments
We always use "Public Comment" when communicating on tickets with our customers. For years we had the "Spell Check" icon when typing a comment. Yesterday, this icon disappeared for comments and is only avaialable when drafting a response via "Reply."
Copy a conversation reply
We use conversations to communicate including letting the users know the resolution. Then we have to either copy and paste or retype the resolution in the resolution tap. It would be greater if there was an option in the copy of a particular conversation
Hash removed from copying ticket ID
Hi, Some of our team have reported that the # is no longer included when copying a ticket ID, is this something that has recently changed? Is there a setting that controls this?
Zoho Desk feature for a customer so they can view all tickets entered across their company
How do I accomplish the following? Let's say for example that for the ACME company, they have three people on the team entering tickets. Let's say we have bill@acme.com, hillary@acme.com, and jane@acme.com. If Jane enters a ticket, is there a way so that Bill and Hillary can also see details of Jane's ticket? Thanks Glenn Goodrich
Unable to switch primary domain
I have mapped a domain to zoho desk but I am unable to make it the primary domain.
Debug Messages: Local Files and Database Cleared in Zoho Desk SDK
Subject: Debug Messages: Local Files and Database Cleared in Zoho Desk SDK Hi Zoho Support Team, I am writing to report an issue I am encountering with the Zoho Desk SDK in my Flutter application. When I attempt to present the login screen or submit a
Workflow /Assignment Rules for Instant Messaging
Hi, is there a way to configure Workflows /Assignment Rules for Instant Messaging? For example when click on "End Chat" botton in IM then mark asignee as unassigned? Or when click on "End Chat" it will close the related ticket? Thanks
Recalling sent Unread Mail
Hi Zoho team, Have you added the unread email recall option yet? I have sent an email that has a wrong attachment that Inned to recall straight away. I have used this option on MS Outlook many times. regards, Frank
Lite Agent to account
Is there a way to assign a lite agent to an account? I needed to give view-only access to lite agents for specific accounts, in other words, the locations manager to view the tickets for the location. Thanks Rudy
Polish language
Hi, I'm considering Zoho Desk as a helpdesk system for my company but the problem is that it has no polish translation. Do you have any plans to support it in the near feature? Best regards, Jacek
How to change the name of "My area"
It's only a small thing but it bugs me that it's "My area" not "My Area" which fits in with the rest of the menu formatting on the Elegant theme - anyone know what the CSS is or how I can change this and retain the hyperlink working ?
Prefilled ticket field
Hi, I am using ASAP in zoho desk to integrate the knowledge base and ticket submission form in my Moodle, is there a way contact name and email auto fill in Moodle when someone logged in and trying to submit ticket from Moodle
Average Ticket - total time spent
Hi Team, There is an average option for ticket total time spent, I am a little confused how is the average caculated based on the number of time entries agents done or based on the total number of tickets?
Can Agents set their own personal notification preferences?
I cannot find where Agents can set their own personal notification preferences. Some do not want to be notified every time a Team is assigned a ticket, or when comments are made. I can't turn this off globally because many Agents must be notified. Please
Ticket Self Service Submit Button Missing/Invisible
When creating a ticket on our self-service portal, the only visible button is "Discard". Submit is present if you select the text by highlighting it with your mouse, but is otherwise impossible to be seen.
Feature Request: Please allow mapping of fields in tickets to Contact and Account fields
When I create a ticket in Zoho Desk and select a contact, some of the fields are auto populated (email, phone and account for example). However, if I add a Mobile Phone field there is no way to map it to the Mobile field in the Contact record, and it
Approval from none agents
Is there a way to send a ticket for approval to someone who is not an agent? We have several processes that need approval from various department managers. These managers are in Zoho as a contact, and one is a lite agent. It would be great if we could
Incoming ticket, sender not recognized
As soon as there is an incoming ticket (email), the sender is not always recognized. Anyone have an idea what this is about? I now have to manually enter the sender every time, which means that I also have to manually enter the email address when answering
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