Cant Reply, Reply All, and Forward
I have issue that i cant do these action: what should i do to solve this issue? Also, I have a question, when i look into Ticket by SLA report, i add column called Agent Responded Time, but this column always empty. is that any action required to makeChanging Teams names?
Our organization has gone through some changes, which resulted in the change of our Teams names. I need to update our Zohodesk accordingly. Is it as simple as editing the Team name and changing it? What happens to all the previous tickets under the oldSalesforce Custom Objects sync with Zoho Desk (besides Accounts and Contacts)
Is there capability for Zoho Desk to Sync with Custom Salesforce Objects? From the documentation I saw it could only sync with Contact and Accountswhy is the assigned person/owner missing once you create a task from the ticket itself to be added on the project?
Why is the assigned person/owner missing once you create a task from the ticket itself to be added on the project? - When you go to project after creating the task, the initial person/owner assigned from the ticket disappears on the project.The 'feedback' form requires a ZOID to be submitted. Is an API call really the only way to get it?
I'm trying to submit feedback. The feedback form requires a ZOID to be submitted. Is an API call really the only way to get it?Feature Request: Dynamic Date Filter Criteria
Please implement the ability to select a dynamic date for all Filter Criteria. This would be helpful to create views that don't constantly need to be updated (example custom date field on an account) Examples: - Today - Tomorrow - This week - This MonthJIra window not loading
We have Jira integrated with Zoho Desk and the window to link/create a desk ticket to a zoho ticket is not loading, it's just blank. See screenshot.Turn Off Ticket Notifications To Specfic Accounts
Good Day, We have some clients that do not want to get the notifications when a ticket is created or closed. Is there a way possible to disable notifications for those who don't want to receive them? Thanks in advance, SamZoho Desk - This site can’t be reached - ERR_TIMED_OUT
Outage for Zoho Desk, can access the other Zoho apps. See attached picture for error.Zoho Books integration - cancel invoice and create new one with corrected time entries
Hello, we have the following problem. Below I will briefly explain the scenario as an example. In ZOHO Desk, we use books integration to calculate time entries for tickets. If several tickets and numerous time entries are invoiced for a customer, i.e.Replying to Desk ticket adds 3 blank lines before signature
When replying to Desk ticket, 3 blank lines are added before the signature. I have to manually delete these extra lines every time I reply to a ticket (and that's A LOT). Why is this happening and how can it be fixed?Can't change visibility of a category after adding kbase to helpcenter
Hello, I made the setting to show the Kbase in the help center. However, I cannot make a category or an article visible. The visibility change for a category is grayed out and set to none. How can I solve the problem?View tickets
Is it possible to have 1 person in a organization which can view all tickets of that company? Example: IT Manager of Company X wants to view all tickets of Company X, no other user can see all tickets of Company X.Layout Rules in Zoho Desk
I'm trying to create layout rules to show certain fields based on the status field. All of the fields are shown in the layout at the beginning, however so the show field action does not nothing. How do I hide fields to start out and then show themAutomatically set the ticket owner as follower
Hi, we have 3 departments and when an agent moves a ticket through departments (e.g. from dept.1 to dept.2) the ticket owner sets to unassigned until another agent take cares of it. We would like to automatically set the ticket owners as followers inIs there a way to display a message in the ticket form with a URL?
I want to display a message to users in our ticket form when they select certain options. I was hoping for a "message box" type of field but I'm not seeing that, so I am interested in other possible options. Ideally I would like the behavior to be: userSite map
When i use the site map feature i see only 4 urls? Yet i have over 20 KB articles. How do i get my Knowgebase articles in the site map? Note no follow no index is not checked off.Receiving a reply notify not working
The "Receiving a reply" notifications for contacts ist not working. We have added a E-Mail Template but every time a agent replys to the ticket the customer will just get this: The reply template looks like this:Translations
Why is the translation of Zoho to Dutch far from complete and inaccurate? Half of the templates are still in English and the translation of words are terrible.Billing capabilities of Zoho Desk and time tracking
Hi there, Can I set multiple different billing criteria that is also customer related? For example, I can charge customer X more as they are based in a developed country instead of customer Y that is located in a less privileged country. I would likeZoho Desk x Cliq
Hi, I am trying to set up a workflow automation in which an alert with certain field information be sent if a specific field value criteria is met.. This is possible via email alert, but for some weird reason, it is not readily available for Cliq evenRemoving Submit a Ticket from Knowledge Base
I am looking to use the knowledge base as a read-only feature. I want to remove the option to submit a ticket. How can I temporarily hide the submit a ticket feature?Connecting a ticket to an account in CRM without changing the contact
I want to connect Desk tickets to accounts in CRM where the contact person on the ticket is not apart of that account in CRM. Right now the tickets with the same email address as in CRM are connected. Our customers sometimes hire agency's to implementShare Templates, Snippets (general information)
Hi Community, we are new to Zoho and using now Zoho Desk and Zoho SalesIQ (for Chats). In Zoho Desk we have 5 different departments. As in most customer service departments, most of the questions/chats are similar, so I would love to build up a goodContent is not available. Please try again after some time.
Hi guys, I've found that when we try raising a ticket in Zoho Desk that we get the following message: Content is not available. Please try again after some time.On-hold untill planned date
Hi, We don't use SLA's at the moment (still working on new contracts with our customers). Untill then, we would like to have a field "Planned date" on which the ticket is being follow-up by a colleague. I've already added the field to the layout, worksMenu & Search bar description change
Hi Zoho, Is there any way to change the text content on the below red square highlighted below? For example I would like to change "Home" to "Helpdesk", "Knowledge Base" to "FAQ" and "Search our knowledge base or submit a ticket." to "Search our frequentlyDeleting "Unused Fields" from layout doesn't allow us to create new fields of the same type
Right now I'm adding fields to some of our layouts. At first, some field types were used up to their limits, so I've started finding and deleting some unused fields from the past. The total available field number in the "Custom Fields Left" list titleZoho Desk Private Thread
Hi, we are using the private thread function by forwarding emails for internal purposes. But, we are not getting a reply if we are CC'ed in the email instead. For example, I received an email ticket from a customer. I forwarded the email to DepartmentZoho Desk x Alcatel Rainbow Enterprise Integration
Hi, Good day! As the title says, is there any integration available for ZDesk and Alcatel Rainbow?Last comment before week
Hi, I'm trying to build a View or a Report where i can make a list of all tickets which haven't had an update in the comments for over a week. When i try to make a Report i can fill in the Criteria but i choose "is before" i can only choose from "CurrentChanging the replyTo of a created thread from a create ticket request
Hi, Good day, I just wanted to ask if it's possible to change the `from` of a thread that was created when a ticket was submitted. The ticket contains a third party form from formstack and the `from` of the created ticket is defaulted to the formstack'sEmailing directly to a call using title or ticket URL?
Hi ZohoDesk, I know there is ZohoFlow, and many custom ways of achieving this I suspect but we are going for a quick win approach! We use Devops for bug tracking and want to add our support address as the follower to some of the items that have been triggeredCan you change the layout by sharing a ticket to another department?
Hi, There are 4 different departments that will be onboarded, each with their own ticket layout. However, all the tickets come into the main department, and they will then assign tickets to the relevant departments. When they assign the ticket to theHow do I export tickets/e-mails into a spreadsheet format?
I'm looking to transfer requests that come from clients through our ticketing system into a spreadsheet so we can take that info & use it to request brochures through another system internally.Automatical forwarding of certain emails from ZohoDesk to an external address
We have an email account in ZohoDesk that receives both support and marketing inquiries. The marketing team is not using ZohoDesk and will not be doing this. So we need to have up an automated workflow that would automatically forward certain marketingLayout Rules
I have created new layout with some new sections with new fields. This layout is part of a blueprint. As the blueprint process prceeds, each status should reveal a new section with a new set of fields. When I try and create a layout rule, theHow to hide an entire section in deluge
Is there a way to hide an entire section in deluge instead of hiding individiual fields?Can't see Person account sync between Salesforce and Zoho Desk
Hello, We have implemented a two way sync between Salesforce and Zoho and the accounts &contacts are syncing correctly but the person accounts are not being updated in Zoho Desk. How does this work? ThanksBlueprint Deletion
I am trying to delete some of the transitions as well as the status but the system says they are linked to tickets. At first I went in and revoked the blueprint & changed all of the statuses from the one I wanted to delete to a random other status butNext Page
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Celebrating 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.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 emailUse 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
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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
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