Blueprint 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 butHelpcenter visible in Google
Hi. I don't want my helpcenter to be visible in Google. I turned off this option, but I can still find my page in Google. How can I solve this problem?Zoho Desk x Exotel Intergration
Hi, we are trying to integrate Exotel into Zoho Desk, and we have followed all actions required from Exotel side, including PBX mapping and setting up the flow. Now, in Zoho Desk, the click to call icon shows in a ticket, but when I click it, nothingOne Support Email Managed By Multiple Departments
Hello, We use one support email (support@company.com). Incoming emails come to the "Support Department" and based on what the customer is asking, we route that ticket to different departments (billing, technical support, etc.). When users in these differentZOHO Desk Ticket Notes
Hello, Is there a way to add or view agent only notes on zoho desk tickets. Our agents do a lot of internal communication on tickets and we would like an easy way to either filter for only internal comments, or have our own tab where we can see what ourCRM to Desk - Sync Issues
Guys, Having persistent problem with timely sync of CRM records to Desk. I have CRM to Desk (one way) activated. I identified the following cases: 1. CRM account is added and I do not see it in Desk. Another account that was added at the same time isCouldn't build the extension for Zoho Desk which pushes new replies from the client to inside the ticket/thread.
Hello, I’ve been trying to build this function/extension based in this link https://www.zoho.com/desk/extensions/guide/#channel-integration-push-data-to-desk I need to add news threads/replys from the client to my ticket using this extension, but I’mAutofill Email not Accurate
Hello, I have uploaded all my contacts to Zoho Desk. When I go to reply to a ticket i will often use the autofill feature. The issue is it is not taking what i am typing but rather showing autofill options for my recent contacts. for example if i typeHow can I find the "helpCenterId" ( or where is it ? )
Hello, We want to create an api request based on documentation found on : https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_Invitecontacttohelpcenter How can I find the "helpCenterId" ? Where is it located in Zoho Desk ? Thank YouCustomizing views to include additional information such as priority and content preview.
Is it possible to add priority and latest comment/email to the grid view preview? There appears to be a lot of open space that could/should allow additional ticket information. It would be nice to be able to customize all views or tiles to include theKnowledge Base - Display categories instead of all articles below in the overview
Hello, the desk helpcenter knowledge base is displayed as follows, after I click on a category: As you can see all sections are displayed. I don't think that really makes much sense. I would much rather see all subsections and not articles which are somewhereKnowledge Base - difference between article view "List view" and "Quick navigation"
Hello, I would like to know what exactly is the difference between these two setting options. I have tried both settings and have not noticed a marked difference in the portal. Can anyone enlighten me on this? Thanks in advance! Regards, SvenItalian Translation
Hi, there are several words that have not yet been translated. how can i help?Validation rule for ticket owner and team
Hello, for us, tickets in certain statuses are only valid if the ticket has an assigned user AND a team. So my question is, how can I make sure that there are no tickets with status type open that do not have an assigned agent OR an assigned team? I wasKnowledge base permissions for agents
Hello, I haven't quite figured out what the agent access for the Desk Helpcenter portal is for. Agents can log in to Desk as usual and view, use, etc. everything in the familiar environment. Why should they use the portal? I just don't understand it.Knowledge Base Permissions (Explanation / Best Practices)
Hello, I can set view permissions at the category level. Why do the rights inherit when I set public. If I set none, I can decide for the articles or for the sections how I want to have the rights there. I haven't quite understood the permissions conceptmove a ticket from one department to another using the original ticket layout
Hello there, Is it possible to move a ticket from one department to another while still using the original ticket layout? We have several departments. Each department has a default layout + some customized layouts. If department A wants to transfer aHow to use Channel integration
I posted the question befire but I think this is different issue so I post this as a new question I'm following this guide https://www.zoho.com/desk/extensions/guide/ I want in use Channel integration feature with my API to create tickets. Is it correctTicket channel icon
Hi Zoho Desk Support, For the ticket channel icon, is there a way to customize them?How to automatically update Account Name?
We are using an advanced web form for support requests. As part of that, we send 10,000 end users to our support page with a variable string in the URL that we then grab and parse into the webform which updates the fields: Logged in User ComputerID Dashboardzoho desk
how Customers can view Tickets of same user in zoho desk ?Change mail signature for all agents
Hi, how can I change the mail signature of all agents in our Zoho Desk instance. Is there central point to manage them or by using the API. Thanks in advance and BRChange "Add Ticket" button text in help center Classic theme
Hello, Is it possible to change the text of the "Add Ticket" button in help center Classic? I would like to change the text to read "New Request". Thanks, JamieError: SSL Invalid
I mapped my domains (.jp) on July 16. I have been waiting for 10 days but the domain status is still: SSL Invalid. I contacted Zoho Desk but no one answered me yet. I have used other CRMs. I can set it up by myself smoothly without any error. I'm aCookies lost or Forgotten Sessions
There seems to be some issue in Zoho Discussions/Zoho Forums implementation. Across browser sessions with persistent cookies every other Zoho product remembers the user sessions but Zoho Discussions and/or Zoho Forums seems to be forgetting the user and/orExport History timeline
Hi, I have an idea, bout zoho desk history of the ticket it would be great if the agent or admin of the zoho desk can export the timeline of the ticket history for agent report or on other matter.How to move tickets between departments without changing the status?
Hello, I would like to know how I can manage to move several tickets at once to another department. Unfortunately, I cannot use the corresponding function intigrated in Desk, since the status is always reset, i.e. always set to "Open". The backgroundCRM Desk Sync Not Working
Hi My contacts and accounts dont sync. None of them have come from CRM to Desk. Ive bi direction CRM <-> Desk on but nothing the Desk. Could you please initiate bulk fetch and fix this glitch Thank youHow to hide department from Help Center
We have 2 departments on Desk. We want to allow users to view the tickets they've submitted within the Help Center, but only for one of these departments. How do we accomplish this?Contacts with Multiple email addresses
Is it possible to create a contact/group in Desk with more than one email address in it?Duplicate customers being created in Desk
Hi I've trying to work out why I've getting duplicated customers being created in my desk. I have an external booking system that generates an email when I get a customer booking a job. A booking email gets sent to Desk where I manage the booking andMultibrand Help Center - Share knowledge base catgories between multiple departments
Hello, I would like to know if it is possible to share categories between multiple departments when the multi brand feature is enabled. So that then one portal exists per department, but certain categories are visible in multiple portals. After all, weHide fields in Help Center in depending on the layout
Hello, I know that it is possible to configure the field permission for the Help Center. But this is global... We need to konfigure this depending on the layout or at least depending on the department. The agent should see field A all the time but, aNeed to change Product Details
Hey, in the Product Form, we get basic details like product code, manufacturer. How do I change them and add my custom values?Zoho Desk Backend got Boxed
Hey, After I enabled by Custom Domain with Zoho, My backend got a bit boxed on left and right, it's cutting out element and I can't edit anything. How do I fix this weird issue?How to know if a client open a e-mail send by Desk?
Hi, I wanna know if there some way to see if a client open the e-mail send by Desk, when i create a ticket or send a reply for him.Ticket Category
Hey, Is there a way to create a ticket category, and support agents can filter them accordingly?Reply to primary email
Hi, We are testing out a setup where a customer of us uses "ticketsystem@domain" to send the tickets from their ticketsystem to us and they want the replies at "support@domain" Our idea was to create 1 contact with: Primary email = "support@domain"Zoho Desk Rotating Dashboards
I have a few dashboards that I setup via Zoho analytics embed URL's, I was hoping via full screen to be able to cycle through multiple dashboards, or an alternative fix would be to rotate through full screen reports/graphs. Anyone setup this up before?Creating workflows based on the file name of attached files
Hello, we have a dedicated team taking care of tickets, wich have a specific file-type attached. I want to create a workflow to give those tickets to this dedicated team. Unfortunaly, I cant find a ruleset to create this kind of workflow. How do I implementNext Page
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Improve Collaboration and Communication with Mass Comments
Hello everyone, Customer service is a dynamic space where agents are often required to collaborate with other teams to resolve customer issues with quick and accurate solutions. For example, imagine multiple customers raise tickets stating that they areCelebrating 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 users
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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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