Knowledge Base
Can you make a Knowledge Base section that's only available to specific outside users, where they would get a login? Or some other method?Zoho Desk to CRM LEADS
Hello ALL, How can I integrate Zoho Desk to Zoho CRM LEADS using specific status? The ticket is Close it will go to CRM LEADS and ZOHO CRM LEADS will not sync any data from ZOHO Desk if the ticket is not Close. Is this Possible?Holidays
Hi; For defining Holidays, you need to add logic to handle the year as well as the month & day. We need to be able to enter Holidays for the next year. I need to add a holiday for January 2, 2017, but I can't until January 1st, which is a Sunday and wePermission Denied
I'm trying to test our Community Forum. I posted a test post. I'm the moderator, when I go to click "Allow Topic" it tells me "Permission Denied". Please explain.Zoho Desk - Zoho Sprint Integration is no longer working post Upgrade
Is anyone else having this issue? Since the upgrade to the new Desk version, the Sprints marketplace extension is no longer working. We have tried setting it up again and just get a blank screen in desk?Client Can't View Ticket
Hi, I created a ticket for my Client since he had an issue. I added him as a Contact as well. My client got a notification in his email that the ticket has been created. When he went to view the ticket on his desktop, the screen was blank. He then viewedWhat happened to the ability to hide attachments in KB articles?
I used to be able to hide attachments in KB articles but i can't find that option in the new interface. This was very useful as I use a KB article to keep the latest drivers for our products. This way when customers access the article they only see theNeed Option to Export to Excel & CSV without Headers and footers
Does such an option exist? If not, please implement it.Error on Helpdesk since last update
Hello, since yesterday morning no articles are displayed in the helpcenter. Only the categories appear and after clicking on them a login page appears. However, access is enabled for everyone. Sometimes also a note appears that the page does not exist.Layout & Validation rules for quick actions is now supported in the Zoho Desk Android mobile app
Hello, In the latest version (v2.6.0.1) of the Zoho Desk Android mobile app, we have implemented the layout and validation rules for quick actions from the ticket list and in ticket details screen throughout the app's tickets module. An intermediary screenRounding Time Entries - Like in Zoho Books
H there, I looked though Zoho Desk but could not find an option to round time entries similar how you can in Zoho Books timesheets (Found in Settings > Preferences > Projects). If this isn't a feature I'd propose it become one so MSPs and freelancers who bill their time in 10 or 15 minute intervals can do so without having to manually round and enter the time entries. Thanks!View help center as an specific end-user
Hello, at the moment, it is not possible to view the helpcenter as an end-user or a specific end-user, you might have to create an test end-user account and access the helpcenter to view as an end-user. It would be very nice if there is a native functionality...Zoho Desk: 2023 Feature Release
Unveiling features that take customer support experiences to the next level Every year, Zoho Desk brings you a collection of new features that make customer support a seamless and highly customized experience. After a brief hiatus, we are back with featuresZoho Desk: 2023 Feature Release - Extending self-service experience and omni-channel abilities
Empowering customers to find solutions on their own Introducing Guided Conversation (GC), an intuitive and conversational self-service platform to meet business and customer needs with greater efficiency. The platform encourages customers to chat withZoho Desk: 2023 Feature Release - All New Zoho Desk with accessibility controls and exciting new features and enhancements
Redefining customer service experiences I. New Generation Zoho Desk The Zoho Desk UI has been enhanced with a more engaging, intuitive, and user-friendly interface. The new design adheres to an advanced unified component library and follows standard designIssue: Refused Connect because it violates the following Content Security Policy
Dear Support Team, I'm building extension in DESK service. I have issue content security when make api to third party in production mode. Please see this image below. Looking forward to your response. Regards!Problem with Mixed Time formatting in Zoho Desk Reports
We view, export and work with the data from the "All Tickets Detailed" report regularly. While the columns "Resolution time in Business HOURS", "First Response in Business HOURS" and "Total Response Time in Business HOURS" all clearly indicate that theyDuplicate tickets from support email
Hi, All tickets from our forwarded support email are duplicated, we checked the configuration of the mail server and emails are only forwarded once. Is there an option in Zoho Desk to limit duplicated tickets for 1 email received? Regards, CyrilleCan we create tickets in Zoho Desk via an excel upload
I have an excel with a number of issues being faced by a client and would like to create tickets using an excel upload, is it possible on zohodesk.Priority Mode
Hi there I have a question in regards to Priority Mode in Desk There are 4 categories to view in this mode: High Medium Low None Is there a way to rename these categories into like, Urgent, Phone, Email, Follow-ups?Zoho Desk rejects emails ServiceNow
Hello, We notice that customers who use Service-Now.com ticketing system can’t send tickets to Zoho. Customer creates a ticket in Service-Now.com Customer sends email to desk@ourdomain.com Email received from the customer is checked by our email securityClient credential grant type support
Is client_credentials grant type supported? My use case is that I want to skip authorization grant. I want to login but dont want any manual intervention since the requirement is there will be a API to API callIs it possible to send a email to muliple people at once
I have to notify my customers that we cannot service them during the Christmas holiday period and we need to postpone service until a date in Janurary. Is it possible to send a templated email to multiple customers at once? The current flow is to openIt is possible to assign directly the account via API?
I have a contact that is shared with multiple accounts and I would like to define also the account when creating a ticket, via API, for that contact however it is only possible to define the contact ID and not the account ID. There is any way to defineAuto Reply deny list for automated emails sent to Zoho Desk
Hi, We want to implement an auto-reply deny list for domains that send automated emails, which we direct to the helpdesk. There are a couple of posts about this, but in the workflow example below, Actions->Send Alert->Notify Contact isn't an option.Spam Tickets
Hi guys. We've discovered today hundreds of emails from our customers in the SPAM Tickets Folder !!! There are emails from almost all kind of domains but gmail: hotmail, outlook, customer domains, etc. Any suggestion? We have completely lost our confidenceStatic Reports and Dashboard Zoho Desk - Response Times
Can you explain how you calculate the Response Times in the Static Reports please, I have attached an example report of the last 7 days. Some hours seem extremely high in comparison to others Also can you explain how you calculate the First Response Times on the dashboards, and ... Resolution TimeSync Zoho Desk Activities module (tasks/calls/events)
Hi, Unless I'm wrong, it seems that the Activities module in Desk in not syncing as a whole. Only Tasks are. How can I integrate this?Recent articles and Popular articles icons on Knowledge Base page
Hi Zoho, On Knowledge base page, is there any way we can change the briefcase icon to others? I'm able to change other articles icon but not for the Popular articles and Recent articles. Thank you so much for your support, ZohoDefault Ticket View - Table?
Guys, We mostly use the table view to queue tickets. Maybe I am missing it - but how can I set that view as 'default" for all our agents? Thanks JVContacts in Zoho CRM to Desk integration
Is there any way to set up the Zoho CRM to Desk integration so that it imports only Contacts that are associated with Accounts with Account Type Customer? I don't want all of our prospect and past contacts in Zoho Desk.Kowledge Base
How to show the knowledge base on the Andorid app? Regards.Zoho desk integration with AWS connect - looping through agents
We have implemented Zoho desk integration with AWS connect. On AWS if calls are unattended/busy, the system will attempt to contact the agents again. After integration with Desk with round robin settings, we find that if the calls are not attended byCan't Make Requests With Bearer Token in Next.js
Hello, Any ideas why my request would work using postman and python but not within Next.js or node? I'm able to generate the access token fine. My error is: code: 'HPE_INVALID_HEADER_TOKEN', reason: 'Invalid header value char', Any help appreTicket Download feature in Client's Portal
Have been using Zoho for couple of months and multiple clients have requested to provide the Ticket download feature in their portal as they share weekly/Monthly report to the internal team and everytime they raise ticket to provide ticket dump whichhelp.zoho.com locks up Chrome browser
Hello, Any time I try to visit an article on help.zoho.com, it completely freezes every open window in Chrome. This is a relatively new problem, as I have used help.zoho.com in the past with no problem. I tried Firefox and there is no issue with theEnhancements in Reports: Schedule static reports, group date and time based fields using more criteria and more
Hello everyone, We are here with some interesting enhancements in Reports. Let's take a look at each of them in detail. Scheduling static reports Up til now, you were able to schedule default and custom reports only. Now we have extended the schedulingCreated tickets are Automatically Assigned to ME
Hi all, good day. Just like to ask a question regarding the assignment of tickets in our Zoho Desk (Enterprise Edition). Every time a new ticket is created, it is AUTOMATICALLY assigned to me (please see the screenshot). Even if Ticket Owner is taggedZoho Desk Portal - View portal from the customer's perspective (as a enduser)
Hi, In the process of setting up and the planned commissioning of the customer portal, we are faced with the following problems and challenges. Before a customer is activated as an end user and during the actual usage phase, the portal usage should beZoho Desk - SLA
Can I create SLA with number of tickets or site visits on Zoho Desk?Next Page
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Announcements
Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-childAutomation #3 - Auto-sync email attachments to 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. Most of our customers use emailCelebrating Thanksgiving: Honoring Customer Support Heroes with Zoho Desk
Thanksgiving is a time for gratitude, reflection, and appreciation. As we celebrate this thanksgiving, it’s important to recognize the unsung heroes of customer service—the Agents who tirelessly serve as the bridge between the organization and the customers.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, performance
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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 asHow to add Zoho Desk ASAP to an Angular application
We are currently trying to add the Zoho ASAP widget to our Angular application. We have some questions regarding this process. What is the proper way to add the Zoho ASAP widget to an Angular application? Should we just put the embeddable script insideAnyone 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!
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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