New ticket is created in a different department when somebody add a reply to ticket
Hello, We have a little problem when somebody reply to a ticket from email( not sure if it is happening also when reply is from customer portal) a new ticket is created in our default department with the same ticket number as original ticket and in SubjectSocial Brand Cannot Delete
Hello, Social Brand cannot delete from our account. Can you please check this?PLEASE Add Cliq as an option to Zoho Desk Notification Rules
We use Cliq for our internal communication and the integration between Zoho Desk and Cliq is SERIOUSLY lacking! We have tried the deskbot and is not useful. We don't want Email or SMS notifications when we are communicating in Cliq all day, so please add Cliq as an option on the Notification Rules for Agents and Departments. We need to be able to turn on specific notifications like when mentioned in a comment or a new ticket is shared with a department. These options exist only for Email or SMS...After "no SPAM" no workflow applied
Hello, If a ticket ends up in the SPAM folder and is subsequently marked as "no SPAM", no workflow is applied. Here I actually expect the normal workflows for new tickets to be applied when a ticket is marked as "no SPAM" and thus moved to the normalZoho Rich Editor (ZohoDeskEditor) does not work on FireFox browser!!!
For all the apps on Zoho, I noticed I could not type in the Zoho Rich Text Editor, first on the mail web app and then I noticed Zoho Desk Editor does not work on Firefox for ALL Zoho products. This is an alarming issue, given how major a browser FirefoxCustomer cannot see their own tickets
Hello, Portal URL: https://support.datarotonde.com/portal/en/myarea A customer is unable to see their own tickets. They mentioned one ticket being able to be viewed. Is it correct that all "On hold" and closed tickets cannot be viewed by the customer01 Contact for 02 Costumers
Hi, Is it possible insert 01 contact unique for 02 costumers?You saying 48hrs in help docs, not possible. Only 24hrs. Please help!
I would like to change it to 48 hrs, but not possible. In article stated 48 hrs: https://help.zoho.com/portal/en/kb/desk/for-administrators/multi-channel-support/im/articles/setting-your-instant-messaging-preferencesHaving problem creating ticket
Hello, I have a problem creating a ticket what I did is I created a template but then from sending using that template I cannot type anything from Contact Name, Account Name, and Email. But before this is working is this because of the private label?Why are Deals from ZOHO CRM not synced to ZOHO Desk?
We are working with Deals in ZOHO CRM to register new assignments from our clients. I would like to service the execution of these Deals via ZOHO Desk, but apparently ZOHO Desk does not automatically show the Deals connected to Clients as registered inCount number of tickets per category - Replies of customers to a same thread false the count
Hi, I'm allocating each ticket to a category I've created (for instance "software product", "harware product") I'd like to know how many different requests I have received for a category. The way Zoho creates tickets makes it hard to tell: When a customerPrivate vs public thread
Hi team! When we are working on a ticket, we use private threads to comunicate with other agents from the departament and also public threads in order to comunicate with our clients. We have been recognizing that when we switch from public to privateViber Chatbot for Zoho Desk
This plugin enables SMS and MMS communication between agents and end-users. End users can ask for help via Viber chatbot it will create as a Ticket in Zoho Desk and support engineers can reply with a solution from Zoho Desk, it will be created as a chatbot¿How can I automatically assign tickets to agents within a team?
I know that agents can assign tickets to a team when they want to escalate for instance. But the thing is that those tickets don't assign automatically to the members of that team. Is there a way to make those tickets assign automatically to a memberDomain Mapping not Working using cloudflare
Hello, I have a problem with domain mapping using Cloudflare. I have set the records correctly from Cloudflare and I have an error message that says "Make sure you've mapped the CNAME entry and linked it to desk.cs.zohohost.com on your domain hostingBulk transfer not showing
Hello, I could not see the bulk transfer to a department to our account. Can you please help me with this? https://prnt.sc/ciyhIV5PsxkD Thank YouHelp Center APP
Hi team! I was wondering if it is avalaiable a phone app for our end users in order to create their tickets???? Thanks!Slack integration commands fail with error "operation_timeout"
I've tried a number of commands (/pendingtickets, /overdue, /zohodeskstats) via slack and they all fail with "operation_timeout". Is this feature temporarily down? Depreciated? Not set up correctly in my case?Ticket closed - Lock ticket status update
Hi Zoho Desk Team, Is there a way to lock the ticket status field when ticket is closed? Thank you.Hide other departments when submitting a new ticket via customer portal
Greetings, I hope find all doing well and safe! I have 5 departments. The customer user (end-user) that belongs to department 1 can't see others department, the end user that belongs to department 2 can't see other departments an so on. I have made allFor changing font
Hello, This is regarding for implement of font.Change the behavior of the accordion in the Help Center
Hi Zoho Community, in the Help Center there is on the right side a accordion tree. Is it possible to change the behavior of the accordion like there is all expanded or I can select which I want to collapse? Thanks in advance. BRSearch tickets by thread conversation content in Zoho Desk
Hey there, I just tried to search a ticket and was not able to find the ticket by a text snipped from the email conversation in the ticket. Advanced search also has no option to search in email bodies or conversations. Is this really not possible? Thanks!Recovering a disabled layout
I accidentally disabled a custom layout. I tried to recreate the layout but get the error message that one with that name already exists. How do I recover the original layout.Is there a way to automatically create support tickets on a recurring basis?
I have a list of tasks I'd like to make sure my team gets done on a daily basis and get credit for the work. I'd like to automatically create a ticket every day (per task) but can't seem to figure a way to do this. Any advice is appreciated.Counts not show in All Views but present in Starred Views
Hi ZohoDesk, It would be great if the counts shown in Starred Views showed in All Views please? Regards RichHide ticket status after event
Hi, we have created the status "Waiting for customer registration", that sets the ticket on hold. If the registration process is completed the ticket switches to "Open - under analysis". The problem know is, that it can happen, that the customer himselfSelf-Service form channel to Web
Hi, When our customers fill in the self-service form in Desk portal, all new tickets are registered on "Web" in the "Channel" field. Customers cannot change the "Channel" field. We've created the value "Self-Service Portal" in the "Channel" field a longSaving Attachments
When someone sends an attachment though Zoho Desk - is it possible to have the document saved. I'd like to create a database of all attachments sent though Zoho Desk.Importing Help Center - from export Help Center
Hi guys, I'm trying to import a copy (which I exported out of DESK) of our help center into a new Zoho Desk environment. Though, when starting the import, only 5 fields are able to be mapped. What I don't understand is, I just exported the Help CenterManage tags from within a ticket in the latest version of the Desk iOS mobile app.
Hello All, In the latest version of the Desk iOS mobile app (v2.6.9), you can now add a new tag or select existing tags or remove them from within a ticket in the mobile app. Please check the screenshot below for your reference: Please update the appSend Notify on new Ticket to a Team based on customers email address AND only on these addresses
Hi ZohoDesk, I would like to have Team A receive a Notification on every ticket created. I would like Team B to receive a Notification email only if the incoming ticket contains elements of a certain group of customer's email addresses only. They shouldImportant - Security information for Zoho Desk ASAP (Android)
Hello ASAP developer, Recently, we were made aware of a dependency confusion vulnerability when JitPack is used to resolve application dependencies. The applicability of the security risk depends on your application build configuration: 1. You includeHow do you handle initial setup
Can anyone give me advice on how they setup their accounts if they use Google for their emails? We use some google group emails currently Parts@ Install@ Service@ Support@ Currently they go to multiple people and we reply all to ensure we don't duplicateError in creating the ticket.
import requests import json auth_token = "#####" org_id = "####" OAuth="Desk.tickets.CREATE" ticket_data = { "subject": "Testing", "contactId": "2575624000007985016", "departmentId": "741236985" } headers = { "Authorization": auth_token,Unable to Add Light Agent to Team?
Hi ZohoDesk, I have been asked to add a Light Agent to some rules I have configured. These rules use Teams as the notification target. When I go to add the Light Agent to the list of people in that Team they don't appear in the list? It looks like IDeluge Tasks and Ticket Tags
Can Deluge be used to add Tags? I'd like to take the process outlined here and tag tickets automatically: https://help.zoho.com/portal/en/community/topic/automation-11-auto-update-custom-fields-with-values-from-emailsCan I use a parameter to specify the Agent in views and beyond?
Hi ZohoDesk, In views, and potentially throughout other rules and workflows can I specify a parameter to specify the Agent like this example? many thanks RichRedirect Button URL
I would like to modify the url that some of our buttons are pointing to. I would like to change the url of the add a ticket button in 'the My area' section from : https://community.mycompnayname.com/portal/en/newticket to https://community.mycompanyname.com/portal/en/newticket?departmentId=464124000000006907Zoho Support integration in Calendar
Hello, Have you planned to integrate Support in Calendar ? Or maybe is it already possible (but i didn't find how to do it). What i would do is to have my tasks from Support to be integrated in my calendar. It would be really helpful to have all my tasks and actions from the different modules integrated in the calendar. Thanks Xavier LiégeoisNext 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
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