Channel Configuration and Default Channels
There are some of the default fields that cannot be removed or changed. Examples are the social media ones, such as Facebook. It would be nice to be able to remove these fields as it would be confusing if someone selected this but it's not configureModifiedTime missing from Zoho Desk Rest API ticket response
I am attempting to create an integration to Zoho Desk via the API to make ticket information available in our system. I am using the Zoho Desk Rest API documented here: https://desk.zoho.com/DeskAPIDocument#Introduction. In the section describing theDrill down on Request ID in Reports
Hi there, Just wondering if there are any plans to extend the drill-down functionality within the Reports module. I have Request ID in my Report, but it doesn't link to the individual Request. Easy enough to just search for the ID in the search bar, but I think the drill-down would certainly add value. Since there is already drill-down functionality from Dashboard to Report, and Account name to Account view from within the Reports, I'm guessing it would not be too difficult? Is it in the Road Map?Is there an option to edit a ticket to remove credentials?
My client sometimes sends me login credentials over emails. However, I wish not to keep their login information on Zoho Desk database permanently. While I was using WHMCS, it was easy to edit and delete a part of messages I received from clients, butZoho Desk email forwarding not working
Hi, my organization is about to purchase Zoho Desk. I have created a free account to test the settings before we purchase. I have created an email forwarding rule from an outlook email but they are not appearing in Zoho Desk. They are not in spam ticketsAuto Close - Blank Tickets
How can we implement this? We want to set up a workflow which closes the tickets where the email body is blank. Selecting Criteria as - Description is 'Empty' is not working.KB -Broken Images
Hi Support Team, Requesting your assistance regarding on the issue that I recently encounter. When I try to compose an article I'd notice that the images I uploaded is broken. I tried using the URL - as you can see the wings. -it's working.Undesired ticket merge
A partner company uses Zoho as well as we do. Whenever I create an issue in their system and I get an answer from them, my Zoho automatically merges their ticket recently created with a ticket of my own system matching by ticket number. As result my ownCan't access our zoho desk portal
Dear Sir, Today, I can't access our zoho desk portal https://service.c4ecomputer.com/support/c4eho/ShowHomePage.do I accidentally deleted CName Record in Domain DNS record. So, now I need for mapping portal address to CName Record. Please support me ourHow to edit a ticket subject?
Hi, I'd like to know how to edit the subject line of a ticket? For example, if I am talking with a potential customer, and they then go on to place an order, I want to be able to update the subject of the current ticket, so that I can quickly find it in my list of open tickets. I don't need to remove or edit the ticket number - just the other text. I think there must be a very simple way to do this, but as a newbie I can't see how. I've tried Zendesk in the past and all you did was simply clickSearching through the Attachment's Content
Case: An email comes in with a file attachment The file attachment contains a REFERENCE# Agent searches using the REFERENCE# Zoho Desk Showed No Result Is Zoho Desk incapable to search through an email/thread attachment's content?Cannot use ticket age in hours for scheduled report
Hello, I created a scheduled report in Desk to send a report for tickets over 13 hours old that are not yet assigned to an agent or team. However, the "hours" selection keeps reverting to "days" every time I save the schedule. I do not receive an errorHow can I duplicate a request in zoho?
Is there an option to duplicate a request that I already have in Zoho? If there is I can't find it. This would be extremely helpful when adding requests where most of the information is the same and we just need to change a few details. Would saveUnable to send email form Zoho Desk
"Momentary issues with the mail server" - Error while sending emailGuide domain mapping in zoho support
Hi, I have a hard time setting up the domain mapping in zoho support. I have configured a CNAME in the DNS zone and I have configured domain in zoho support configuration: https://www.zoho.com/support/help/domain-mapping.html Error message: "Make sureZoho on my Desktop will not send SMS Verification text
I have Zoho on a desktop and a laptop. I'm writing this from my laptop because I cannot login on my desktop. I enter my username, then password. Zoho then asks me to the the OTP that it has sent to my phone. That SMS text never arrives on my phone.Show specific and hide fields based upon selecting Dropdown Field
Hello Zoho Support, Is it possible to do this show and hide fields based upon a dropdown field on the ticket form? https://help.myeg.com.my/portal/en/newticket Kindly refer to the gif image below for your information, the example below form is not aUnable to open Zoho desk
Unable to open Zoho deskUnit price is still visible
Hi, my problem is, that I have changed the Unit price in the products to "Don't show" and in the Ticket the Unit price is still visible. I don't know what I do wrong or what setting I have missed. Please give me a hint. Thanks in advance. BRFilters are now supported in the latest version of the Zoho Desk Android mobile app
Hello, In the latest version of the Desk Android mobile app (v2.5.1), we now support the option to filter the ticket listing based on the criteria such as Department, Agent, Status, Priority, Channel, Received in and Due Date. Please check the GIF belowGet Profile Picture from SAML Attribute
Is there a way to get the profile pucture for an agent or customer from our AD or MS Office and map them to an attribute in Zoho Desk? We want to automate the profile pictures from our employees just as we did with the lastname, firstname and e-mail.Creating a new community
Hi, We want to create a new community. We are facing the issues with mapping a domain. Can you please provide the detail steps to create a new community? Looking forward for your reply.Making Another community
We already have a community regarding our business. We are creating sections in our business regarding various topics. So I wanted to know how to make another community related to our businessReply Action
When hitting reply or reply all in a ticket, the left side info bar automatically changes to Suggested Articles. We need that to stay on Ticket Properties. Having to click back to Ticket Properties every time is frustrating for our Agents. I searchedChange help center link
Hello, Is there any way to change ticket link in the help center to https://help.myeg.com.my/portal/en/newticket instead of https://help.myeg.com.my/portal/en/myarea? Kindly refer to the screenshot below: and is there any way we can change the descriptionFetch ticket time entries
Hello, I want to know how it is possible to fetch/search all time entries like with the tickets search API. -> https://desk.zoho.com/DeskAPIDocument#Search#Search_TicketsSearchAPI Inside the time entries we have some custom fields (bool) and need to getBrand logo doesn't show on Community posts
As you can see in the screenshot below, the brand logo for the community articles is not shown, instead an ugly anonymous avatar is shown. It seems to show after a user has logged in and clears the browser cache, but most of the users aren't logged inMoving Tickets and Maintaining Assignment
When a ticket is moved from one department to another it defaults to UnAssigned. Is it possible to maintain the ticket assignment when moving tickets between departments when the agent is assigned both departments?Extend Field Update for date fields to include months
Currently you can only add plus 99 days. It would be nice if this included a months field so you could do a due date of 3 months or 6 months out.Bulk action / mass update desk ticket time entries
Hello, we need to update a high number (~ 2000) of time entries on a specific date (on the first day of every month). To be more presice: Time entries contain a custom field (bool) and all time entries which have the value "true" need to be changed. HowReplies from contacts in CC are created as new cases in ZohoDesk
We have escalated an issue where the replies to the cases from the contacts in “CC” are getting created as separate cases in ZohoDesk . It has initially started with one department and was later noticed across multiple departments. We are not happy withAutomatically Open an On-hold Ticket at Prescribed/Scheduled/Delayed Time/Date
We have tickets that require followup depending on the situation. Is there a way to change an open ticket status to an on-hold status and assign a date/time that the ticket will set its status back to open? My use case is scheduling. We schedule work,Can someone help me get a time tracking per agent per day report?
I'm trying to figure out agent productivity. In other words, if an agent is working for 8 hours a day how many of those are spent actively working on any and all tickets?Download updated tickets with api
Hello, I am trying to obtain data of the tickets (including custom fields) and mantain updated the info in a external database (in other cloud). But with api I can't find a way to download the tickets that are updated or created from a specific date time.Is there a way to alter / add Ticket Charge Types
Is there a way to alter / add Ticket Charge Types in ZoHo Desk, Professional Edition? For now it seems the entries there are given, are standard Types out of the suit. Thanks for the response.Ticket reference not working from different senders / internal tool
Hi, we try to do the following: Whenever a customer gets a new licence, our sales department sends a email to support with the licence details. This opens a new ticket. After everything is set up we send out an email with an internal tool, that uses anFeedback widget with multilanguage
Hello, we are a SaaS offering our software in spanish and in english. Our help center is available in multilanguage, and we want to do the same with our widget. Right know, it seems that you can make a widget with only one language, is it possible toTicket comment with custom function
Hi, how can I add a formatted comment to a ticket by using a custom function? In the arguments of the custom function I can't find anything related to the comments in the ticket. Any suggestions? Thanks and BRCreate tickets on behalf of the sender while forwarding emails not working forwarding from mobile phone
Hello...We are migrating from Freshdesk to zoho desk and so far all has been great except... I have a google workspace account with a custom domain and if I forward an email logged in from my google account via the gmail web interface then tickets areCan we change the text displayed under help desk modules?
Hello everyone! I'm not sure if it is possible but can users customize the text shown in the image below? This information is visible on my zoho help desk. I don't know how to edit the information under each module name. Is it possible?Next 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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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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