Zoho Desk Virtual Meetup: US Atlantic, July 13 - 22, 2021
In continuation with our efforts to learn through the Zoho User Groups (ZUG), we're hosting a series of virtual meetup for our customers in United States starting with US Atlantic user groups from July 13 to July 22, 2021. The dates for other regionsSnippets in Zoho Desk Missing All Custom Fields on Tickets!
When you create a new snippet in Zoho Desk, you can select "Place holder" which opens up a menu where you can select placeholder from the ticket. However, this functionality is not usable for our organization because Zoho Desk restricts us to use a fewUse Deluge to assign a task by id in Desk, using create or update
Has anyone successfully used Deluge to assign a task by user id in Desk, using create or update? Looking at this, https://www.zoho.com/deluge/help/desk/create-record.html, it seems like I --might-- be able to map assigneeId. But, I get this error: {"errorCode":"UNPROCESSABLE_ENTITY","message":"AnContinuation of email thread in Zoho Desk on replying from Outlook
An email which has come onto Outlook when forwarded or replied from Outlook, should also reflect in same email thread in Zoho Desk. how can we make this possible?How to Improve the Customer Service with Zoho
Regardless of the size and scale of a business, there is always a requirement to reach out to the customers for standing out and gaining better reliability. One of the most organic ways of doing the same is either by email or phone. However, it is importantIs it possible create template email (for macro) that includes attach file?
I need to make a macro that send email to customer with custom fields and attachment file. In the bookmarks template email i can see custom field name but i don't see attachment file. Is it possible to do it? Thank'sFeeds & Notifications
When we built out Zoho Desk, we built everything out underneath one department for ease of setup and operation. Inside of this department, we have teams setup which we use to sort tickets, assign in workflows, etc. When we first went live with Zoho Desk,Unable to create new Multi-Branded Help Center
When attempting to create a new Help Center in a Multi-Branded configuration, I am given the error: "Uh-oh, you can't create help center for departments having more than one root category" (Shown below) However, the associated department does not haveAuto Delete Desk Tickets
We have a lot of CC confirmation emails that end up in as tickets in our system. Is there a way to automatically delete these tickets as they enter? Maybe a deluge function? I don't want to just close them, that will mess up our reporting. What's the best way to handle this problem?Announcing the addition of Mobile SDKs for Guided Conversations (GC)
Following the addition of 'Cards' for Guided Conversations in Zoho Desk, we have now introduced easily configurable mobile SDKs to our self-service platform. Using this readily available SDK, you can integrate GC into your mobile application used by yourZoho Desk now integrates with Zoho Books/Zoho Invoice
In customer service, the more you know about the customer, the better you're able to serve them. We at Zoho Desk are constantly increasing the amount of context your agents can get. The latest in this is having access to billing- and payments-related information. We see this helping in two big ways: Your team will benefit from knowing what a customer has purchased previously from your company. Couple this with information from Zoho CRM, and you have the entire customer life cycle to inform your conversations.Zoho Desk > Account creation
Hey there, we've been experiencing some random problems when our clients want to create an account on desk. When we accept a user, they receive a link to set up their password but often times, they are blocked either with "enable cookies" (already enabled)No redirect for old domain URL to new URL after switching portal name
Good Morning, We have two issues regarding the required portal name update and character limit. 1. In the following article it states that "Also, when anyone types in or clicks on links in the old URL, they'll be automatically redirected to the correspondingDraft mode appear like a real answer in community
Hello ! This is no big deal but can lead to some questions so I'll ask. I think I have a small bug in the community when someone ask a question, the agent reply but is unsure about the answer and then leave the answer in draft mode until he validate theWorkflow for auto-tagging tickets based on the email address raising it
Couldn't see an option to auto-tag a ticket at all - is this possible? If so, please can someone share where I might find this option or how to go about it? TIACalculate response and resolution time from Ticket created time
Hi Guys, Do anyone willing to explain how this feature works for SLA? We found there is a bug when we enable this feature on SLA. Upon we enable this feature on our SLA, we updated the ticket status and the system changes the due date to the last year'sDate validation on custom date field
We have a field in our Time Entry layout that we use to track the actual date work was performed on a ticket in situations where the ticket record was updated after the actual work was done. We would like to have a check each time the Time Entry is created,Revoke Community Access to Specific Users
Hello, Is it possible to block specific users from posting in your Community forum? We are launching our community soon and want to make sure we have a process in place if we need to block specific users from posting. The only solution I see right nowCustom Currency Field
How can i add a custom currency field to existing Total Cost Field ??Can i hide certain categories from the users but not the Agents?
Hi ZohoDesk, I am currently adding some Categories>Sub Categories to our Ticket Layout so that Agents can categorise on a finer technical level. For example I'd like the customers to see a list of options that make sense to a front end user. Lets sayhow to create customer portal in zoho desk ?
how to create customer portal in zoho desk ?Product IDs for Multiple Products Returns Same Product_ID When Exporting
I have added a handful of Products in Zoho Desk, each with a unique name. For example, Product 1, Product 2, Product 3. When exporting to excel, each record is stored as the same Product_ID. My goal is to update old tickets to apply product name usingAre items removed from Categories retained in older calls?
Hi ZohoDesk, We have calls that will have older versions of software that aren't available or supported any more. What happens if I remove these Categories for these items from the ticket layouts, is the data kept in existing calls? Is this the sameExport kB Article to PDF?
Hello everyone, Previously, we used to have the feature to export a created kB article directly to a PDF file. For some reason, I am not seeing that option anymore after publishing a new kB article for my users. Was this feature taken away? Or was itHow to see who closed a ticket by a ticket ID
Zoho, can anyone help me with this querySwitching to the new help center domain URL
If you have been using the Help Center without mapping your subdomain (for example, support.mycompany.com) to the default domain, this article is for you. When you sign up to use Zoho Desk, your help center's default address is a Zoho Desk subdomain,Zoho Desk: Macro to assign Ticket to self
Hello, We are using macros in Zoho Desk to set some fields and send a response. I would also like to assign the ticket to myself (or whoever applies the macro). I can only set a fixed agent in the macro, so I would have to create one for every agent.Updates from JIRA appearing twice
Hi, I'm having a bit of a problem with our JIRA (v8.6.0 On-Premise) integration. I've just reconfigured this after a server move at our end and every time a JIRA issue is update it appears as 2 identical comments in Zoho Desk... I've included screenshotsZoho Desk: Move Knowledge Base Subsection: Category couldn't be sorted
We are using Zoho Desk's Knowledge Base as a Knowledge Management system, and I would like to move subsections to another folder/category/subsection. I have successfully moved most subsections and their articles, but there are 2 folders/subsections thatAccess ticket comments (content and metadata) inside the standalone Analytics app
Hello, unfortunately, I found out that the ticket comments can only be accessed via Desk's built-in reporting feature. Since we can only use the standalone Analytics app due to the very limited functionality offered by Desk's internal reporting function,Ticket response time inaccurate
I just replied to a ticket that was sent 7 minutes ago yet my reply states I responded in 1 hour. Is it meant to say that? Does it mean responded within 1 hour ? Otherwise surely it should state responded in 7 minutes or just give the time I respondAuto Translation of KB
The Auto translate looks very positive for most documents. However, does Zoho have any way to tag a section of text in the KB to tell the translator to skip during the translation process? Example : An English KB that lists some paths on a mac like :Best way to do quality assurance in Zoho Support?
Hi, my client wants to do quality assurance (QA) on the support replies from their reps. What's the best way to do this? Ideally I'd like to have 5% of all tickets go into a special queue that the manager would inspect and give a quality score.How to upload file to desk and attach it to a ticket
I want to bring tickets from a local private system to Zoho as part of a data migration. In doing so, I need to transfer attachments (database BLOB) to Zoho. These files should be transferred to the attachment of tickets. How can I accomplish this?[ZohoDesk] Improve Status View with a new editeble kanban view
A kanban view with more information about the ticket and the contact who created the ticket would be valueble. I would like to edit the fields with the ones i like to see at one glance. Like in CRM where you can edit the canvas view, i would like to editImprove ZohoDesk with High resolution monitor
Hello. We've been using ZohoDesk as ticketing system since a few months, and it is working flawlessly. I noticed that on high resolution screens though, the website isn't using all the space it could. When you have a lot of tickets in different status,CRM and Desk Sync
Hi - I am trying to sync products across Zoho Desk and Zoho CRM (two-way). The list of products in Desk differs from the list of products in CRM.The two platforms (Desk and CRM) are linked and currently pull in customer account information without issueImport data with zoho IDs
Hello, I want to import data to desk (create tickets) and have some problems. Problem 1 In my file I have the specific ID for the related ticket data: Contact Owner Asignee ... How can I use the ID? Problem 2 I need a specific creation time, how can IAbility to modify an idea reporter
A lot of our clients are still very fond of talking to us over the phone or via email. We try as hard as we can to funnel them towards the idea portal to submit their improvement requests so that we can give them visibility and interact with the entireDistinguish contact based on reply-to email address
Hi, I got tenant leads from hotpads.com who sends me email whenever someone wants to know more about a rental property. I gather all those emails in Zoho Desk. The biggest problem for me is, tall those emails come from inquires@hotpads.com. Which zohoNext 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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