Zoho Desk - SLA
Can I create SLA with number of tickets or site visits on Zoho Desk?Set reply as default
Hello, I noticed that the reply all function is the default for responding to tickets. Is it possible to set "reply" as the default as opposed to reply all? Thanks a lot.Agent creating multiple duplicate accounts
Hello. One agent, in particular, is constantly creating new duplicate accounts in Zoho desk. The following appears to be happening A new ticket is received and automatically assigns to the correct original Account. An agent responds to the ticket andSet custom date creation for ticket using API in Desk
Hi. all.. I want know if is possible to add ticket with custom creation date via API... This would to be great because we are moving from another platform to Zoho and we have need to keep all statistics for old tickets also. In api docs i didnt see nothing about custom date in ticket creation but i would prefer a confirm from comunity/support. Thank you P.S.: Sorry for bad english languageZoho Helpdesk Auto assign
Hi support team, wondering if there is a way to auto- assign a ticket to an agent an reply the workflow we as looking at is end user emails --> zoho creates tickets and informs all agents Agent responds to the ticket via email --> ( ZOHO to assignthe ticket to the Agent who replied to the ticet) Please adviseContact Merge or Update
I have a customer who setup a new contact as his old email is no longer used. The new contact evidently is a child contact so it will not let me merge the 2 contacts. It will also not let me update the old contact with the new email as it says it is aHelp center Sign up notification - How to change which admins receive notifications
Our Help Center requires users to be approved before they can access it. The "Help center Sign up notification" email is going to all admins on our account. There are only one or two people that will be approving applicants, so I'm trying to change thisAdd Agent Signature to Public Comment by Default
Currently, when an agent replies to a ticket, their signature gets pulled into the reply by default. Some organization (like ourselves) use public comments to communicate with our customers. We would like the agents' signature to appear by default everyPermission Update Failed
Permission Update FailedCreation a Widget for zoho desk
Hi I'm creating a widget using this documentation: https://www.zoho.com/desk/extensions/guide/#App And I'm using this code: <script src="https://js.zohostatic.com/support/developer_sdk/v1/js/ zohoDeskClientSDK.min.js"></script> <script type="text/javascript">Zoho Desk Report for total number of emails received
Hi, Is there a way to capture/report on the total number of emails that are received in Zoho Desk. This would not factor in merged tickets and just count the total emails received so if 3 duplicate emails were received and merged into 1 ticket, it wouldAutomatically assign users into user groups when using Azure Active Directory
We have SAML set up for our Help Center using Azure Active Directory. However, this obviously negates the user sign up moderation and therefore we would have to manually run after every new user to assign them into the correct user groups, as we are usingService the customer whichever the channel they use to contact me?
Hi there, We are starting a SHOPIFY store (so integration with SHOPIFY would be important) where we would like to offer a more customer centric experience. Whatsapp, Instagram (Comments and DM), Messenger (Messages), Email, Facebook (Comments on our posts)Designating Tickets to certain people
Hi Is there a way to assign / designate tickets through the template used to a certain person? For example, we are wanting to create a IT support ticket system, where upon filling out the ticket Zoho Desk assigns the ticket to IT and notifies them soZohoDesk API - Http put/patch
hello, i would like to make http request to change status of a ticket ("Open" to "Closed") but i dont really understand how to use the update method . i tried to test my request with Restlet Client , i get "405 Method Not allowed" and second questionAgent can modify closed ticket???
Hello everyone, I'm checking a problem: once a ticket is closed, why can it be modified by the agents while remaining closed? And assuming that such an operation is more or less understandable, why isn't it an option possibly reserved only for administrators?How can I send time-based email notifications to CONTACTS when their tickets are on hold?
We want to send email notifications to customers/contacts at certain intervals when we are waiting for a response for them - for instance, we reply to a customer but want to give them a "nudge" email if they have not answered us within 48 hours. How canNotification on Community Portal
Hello team, I'm reasonably new to Zoho CRM, and I'm very interested in learning more. As part of my journey, I'm starting to use Zoho Community Portal quite a bit, but I find it difficult to know when someone has replied to one of my messages or topicsAdd contact's secondary email address as an option in Alerts
Right now it is only possible to send an email alert to the contact's primary email address. There is a secondary email address available in the Contacts module. Some of my clients have a need to send automated emails to the primary or the secondary orDesk login
Hi, I can't login to my Desk, every time that I try it ask me to create a new Account, I already have one, but I'm not able to login and see my tickets. Best regards VictorStandard Description Field - Can I change label or add dd tooltip
Is there a way fo you guys to allow the customer to change the label name for the description field in the customer portal when submitting tickets. Or at least allow us to add a tooltip to clarify what description we need from them. I know I can create my own separate multi line description field but if I do that, it doesn't have the nice toolbar with Bold, Italic, Underline, color, font, indent, etc. Can you please allow us to add a tooltip to the zoho standard description field?Account details view is now supported in the latest version of the Zoho Desk iOS mobile app
Hello, In the latest version ( v2.6.13) of the Zoho Desk iOS mobile app, we have brought in support for Account details view. Users can now be able to view the details of Accounts including their respective ticket stats from within the Desk app. PleaseAdding Office 365 users defaults to Global Admin and current department
When adding a new agent from the agent screen using the Add Office 365 user it grants them global admin unless you select light agent. This seems a bit overzealous. Instead, it should default to agent or allow end user to use the custom option. OtherAuto mails sent daily
I have a mail sent to me from zoho that includes a pdf report on tickets I don't know where this automation is coming from and how to stop or change itUnable to Print Tickets
Hello, starting this past week we are no longer able to print a list of tickets. Whenever we hit print, whether it is as a PDF or to a normal printer, the entire page is blank. I have tried in multiple browsers and still nothing:Integrate M365 with Zoho Desk
Hi good day. Just like to inquire if there is a way to integrate Zoho Desk with M365? Sample is with our current template for IT Equipment request, if the requestor will type in the name of his/her lead or manager for the approval of the IT asset re"Store Front of IT Assets" feature for Zoho Desk
Hi good day. Just like to inquire if there is a feature of Zoho Desk that integrates it to our asset management database (Asset Tiger) that the users can see what IT assets or peripherals are available? Sample IT assets are laptops, developer laptops,Auto Approve/Decline feature
Hi, good day. Just like to inquire if there is an "auto approve/decline" feature in Zoho Desk. For example, if one of our users will log an IT equipment request and type in the name of his/her lead/manager as the approver, will it automatically promptHow to Create Ticket Templates
Hi good day. I would like to ask an assistance on how we can create ticket templates / forms like these samples below. It would be better if they are in a "form" format instead of just filling up the description. New Hire/Onboarding – this ticket typeMonitor Agent time logs?
Is there an easy way to see what Agents are currently working on (timer running) or at least a log of the time they've spent in desk on a particular day? Thanks, ScottCommunity Pages SUPER Laggy
Every since the first week of August or so, the Community / forum pages here have been extraordinarily laggy... like, to the point of being almost unusable on desktop and literally unusable on mobile. On desktop, the page will hang for 15-60 seconds,Add Followers
Just noticed the 'Add Followers' feature (must be a new addition) in the case screen. Does anybody know what this does? We have tried adding some followers but they don't get notified of updates or anything so i'm not sure what the point in it is?Web Browser High Power Usage in Taskmanager with Zoho Desk
Hi, I figured out, that after some time when I am working with Zoho Desk, that the vents of my PC getting louder. So I checked the Windows Task Manager and see the Power Usage of the web browser is high and sometimes the memory usage is also high. ReducingInstant messaging is now supported in the latest version of the Zoho Desk Android mobile app
Hello, In the latest version (v2.6.0.1) of the Zoho Desk Android mobile app, we have brought in support for Instant messaging integration. What is Instant messaging? Instant Messaging feature helps users to make their business smooth by connecting withShow always Due Date and Response Due Date
Hi, I am struggling again with Zoho Desk. Currently I am setting up the SLA and I am currently wondering why the Response Due Date and Due Date are removed, when I set the ticket status to On Hold. In my opinion this makes no sense and how can I alwaysMutibrand portal customization
Can we show snippets of tickets/status of raised tickets to customers on portal home page. And can we add announcements on this home page too where we can show recent company announcementsFaulty translations in help center
My area: „All Department“ --> not translated into german at all (Alle Abteilungen) Status drop-down field: The verb to open and the status open in english is the same, but that doesn't make sense in german. -> Verb in german: Öffnen -> Status in german:Install zoho assist on zoho desk
I cant install zoho assist on zoho desk...after follow instruction to install redirect me to zoho desk homepage. how can i fix it?Help adding account number from Zoho CRM to the ticket screen in Zoho Desk
I need to enable my agents to see the account number on the related details pane on the ticket screen. Currently I can see name, company, number, and email but would like to add more to this pane. Is this possible? I will attach a screenshotProblem with SAML time validation
From our application we do a SAML request using accounts.zohoportal.eu/accounts request to log our users in into the customer portal in zoho.desk. This has always worked until this morning. We now get the following error: Conditions validation failed.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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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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