More views for Help Center
The current iteration of the help center allows for viewing/sorting Open, On Hold and closed tickets. It would be nice if end users could view a combination of tickets. Perhaps make these check boxes rather than drop downs or add filters for All tickets
Notify only specific agents when they are mentioned in a ticket or comment
Hello, By default, when an agent is mentioned in a Ticket or Comment, the agent can be notified. This setting is located in Setup > Notify > Notification Rules > Agent Notifications (section) > Mentioning in a ticket. This setting is an everyone-or-noone
Change "reply to" email address
I'm trying to find a way to change my "reply to" email address. By reply to, I mean, after a user submits a ticket i'd like my replies to come from a particular email address. Could someone point me in the right direction to se this up?
Adding tags to a view
Tags doesn't appear to be added as a column in views. Is there a way this can be added without making it a custom field?
Introducing My Area Ticket Filters in Help Center
Hello all, With our constant efforts we are enhancing our help center feature in a timely manner for a better customer experience. We are excited to announce that the option to filter tickets in the My Area section of the help center is officially up
Change creator of a Department
Hi, we are facing an issue, that our nearly finished configured department was created by a user, which does not exist anymore. Therefore we want to change the creator of the Department. The problem is, that if a notification is sent from this department,
Send an email to our internal support email address anytime a ticket is created
I'm sure this is simple and I am just missing it in the KB, but We want to set it so anytime a ticket is created it sends an email to our own support email address as a notification. I can't seem to find the setting that will allow this.
Access Contact Fields from Ticket Template
Hello, I am synchronizing my CRM Contacts -> Desk Contacts so that I can have more useful templates to respond to customers. The issue is that I cannot seem to access any of the Desk Contacts information as a placeholder when I am creating the email template
error on activate several workflows
Hello, when I try to activate several workflows one after the other, I get this error message: In the network tab in the chrome devtools I get the following response when I try to execute the action: {"errMsg":"URL_ROLLING_THROTTLES_LIMIT_EXCEEDED"} With
Creating a report to group tickets by days open
Hi there, I'm wondering if there is a way to create a report to show tickets open by a certain amount of days i.e having visibility of tickets open for 20 days, 25 days, 30 days etc. I know you can add ticket age to the report but it displays in hours
Automation / Supervise / Time-based Rule - not sending?
My time-based rule is not sending emails as designed, please advise on what I have missed: Name: 36hr reminder Business hours: Calendar Criteria: Status / is / Awaiting Customer Hours since agent responded / is Greater Than / 36 Actions:
Arrange articles in Help Center
Hello, is it possible to show the articles in the help center with a custom order? The only options I see are: Order By: oldest first/newest first Sort By: created time/modified time Thank you
the body of the email message that creates a request should become the description of the request
Since the search engine does not consider the content of the emails, if the body of the email message were to be copied into the description, that would facilitate the location of a request. Also, since most requests are created by email, it seems odd that the description box is usually empty...
How to automatically approve community posts?
When a user makes a post in the community the system always asks for an approval from us first. Is it possible to disable this setting and let any registered user post freely? I can't find this option in the settings.
Is there any way to make the ticket or task sidebar wider?
Is there any way to make the ticket or task sidebar wider? with the new UI, it seems that Zoho Desk has introduced Full Width/Adaptive/Focused Layout but none of these make the sidebar any wider. This is a problem for us. We have so much white space in
Crating a layout for particular sention
Hi, I am using CRM Plus in organisation. And my problem is that I am creating one layout for particular section and I want to add some lookup fields to auto fill all details when I select the account or contact on when I am creating a new ticket. That's
Auto close missed phone calls outside of telephone service hours
Hey there, we only have 3 hours of telephone service on 4 days a week. I try to create a workflow or rule which auto closes tickets from calls which where outside of telephone service hours. For example i would like to auto close missed phone call tickets
Does Zoho desk allow for paid communities?
Hi, I’m interested in software that allows me to have paid communities similar to what “Mighty Networks” does. Is this a thing here?
Are agent roles mandatory?
we're a small office with only 8 Agents. I have inherited Zoho and found that we don't really need Users and Control | Permissions | Roles. Are Roles mandatory or required? What happens if I delete them? (other than moving the Agents to the top role
Please allow characters in tags like periods (.) and hyphens (-)
In our previous helpdesk system, we tag tickets with the website domain/project it is in relation to like domain.tld but I have just noticed that in Zoho Desk, it strips out characters and becomes like examplecouk. It would be really helpful if you could
Read receipts via zoho desk
Is there an easy way to set up or enable open receipts tracking for emails sent via zoho desk? We would like to be able to determine if a customer has opened the email we sent via zoho desk.
SLA Activation problem
Can you help us in our problem? We currently have 2 SLAs. 1. New to In-progress 2. In-progress to Closed were currently having problems with in-progress to closed. We chose Status field update on "When do you want to execute the SLA". but every time status
Send Desk invitation from a specific email address
Hello, is it possible to always send users Desk invitation e-mail always from a specific address (regardless of the user sending the invitation)? Thank you
Agents module gets a new-look and multiple options to customize the layout and fields
Hello everyone, The Agents module in Desk is made more functional and user-friendly with our recent set of updates. We are now providing: More intuitive and engaging user interface Facility to customize the module by adding custom fields. Ability to validate
Unable to see emails from Gmail to Zoho
Hi! We have Support Email Address and From Address set up already but the emails are not linked or being forwarded to Zoho. What to do to have this fix?
Can status name be shared between departments?
We have 5 departments (each for a seperate brand) We notice we can only have the default status of Open/On hold etc... in one of the brands. Other brands we have to name them something like brand A open, brand B open etc... Is there way we are missing
553 Relaying disallowed
Hi, i have a problem whit only one email, every time i try to send an email to our email support on zoho that is the only address its rejected and show me this message. Help.
Create contacts with the "Reply To" email address With From address "Name"
Hi, Now by enabling "Create contacts with the "Reply To" email address" checkmark in Setting>channels>Email>Other, the contacts will be create by 'Reply-to' field, is there a way to create contact by email from 'Reply-to' field and contact name from 'From'
Google Chrome
Are you guys aware that this particular forum is not displaing at all in Google Chrome? I am on Version 104.0.5112.102 (Official Build) (64-bit) and I can't view this forum on it. Edge and Firefox is fine and even Vivaldi is fine. Thank you.
Automating Multiple Follow-Ups in Desk?
Curious to know what others are doing or what best practices are. We're using Desk for customer support. Most of our tickets are taken care of right away, but there are certain ones in which we follow up with the customer after- usually one week after
Is there a way to export my tickets to a spreadsheet?
I'm using Zoho Desk professional version and I'm wondering if there is a way to export a list of my tickets that I have in the system? I'd love to export to a spreadsheet - other ticketing systems I've worked with have this ability and it would be super helpful to my workflow as the technical manager to grab a list.
How do I find "My Requests" in Zoho Community?
The tab "My Area" isn't showing all the requests that I have submitted. How do I find "My Requests" (open and closed)?
Help Center customization for buttons not working
Hello, The ability to change colors/customize buttons through the Zoho Desk Help Center customization portal has not been working for us for a couple of weeks. Last week, I worked with support to try to resolve the issue on our end but they were unable
Inbound email log?
We have several inbound emails that are not creating tickets. I need to search the Zohodesk inbound log to find out why. Where can I find this log?
No more picture size adjustment?
It looks like when drafting a reply and inserting an inline picture, you're no longer allowed to modify the size of the picture once it is in place. Previously, you could click the picture to bring up a dialog bar at the bottom of the picture to change
Validate using Function like in Zoho CRM
Currently, in Zoho Desk, we can only validate field values using standard criteria. When will Zoho Desk give us the option to validate fields using a custom function like Zoho CRM does? Given that Zoho CRM already has this, I would think this would not
Apply Blueprint to Tasks
Is there any way to create and apply blueprints to Tasks in Zoho Desk? If not, can the Zoho Desk team comment on why that is the case?
Some UTF-8 symbols are incorrectly stored
This is a shared problem between creating tickets over the Desk API as well as using the built in editor to edit tickets. Say you have a ticket and want to edit its contents to: Original content as desired Then only ⏩ will render correctly after you save the input. The other emojis will be replaced by question marks: Emoji are replaced with question marks Same thing happens when I try to create a ticket over the Desk API using the same string as above and transmitting data as JSON / UTF-8 (Content-Type:
Blueprint Integration Help
Hi There, We recently started using Zoho Desk, and we love it!! So I need some help regarding the issue we face, and just wondering how we can resolve this or at least minimize the issue! My agent will send an email to the customer and request documents
Agent permissions out of the profile configuration
Hello dear Zoho community, I took over the administration of my company portal on Zoho Desk (managing agents and all the Zoho-Desk-related stuff), so there were some things already in place, notably regarding agent permissions on tickets and knowledge
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