Is there a way for users to be detected when initiating a chat or ticket?
We have a client-facing website (wordpress) and use desk for support. Is there a way for zoho desk to detect who they are and not force them to fill out forms? Or if we could have desk look at the Wordpress database to determine who the user is?
Open Ticket Reminder
Greetings, Is there a way for Zoho to auto-generate emails reminding us of open tickets? We are a two-man band and all too often I forget about open tickets. It would be great to get a daily email summarizing open tickets so they are less likely to be
Building Extensions #10: Creating widgets with the JS SDK bundle in Zoho Desk - Data Storage API
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. In our previous post, we discussed Request APIs, what they're used for in extensions, and how to use them in
Dynamic drop down field in submit ticket form
Hello, I'm working on change the submit ticket form of my ZOHO Desk and i want to categorize my services by category of service, for example: If the customer select "Support" on the category field, the service field must display only options related
New ticket is being created as duplicate if someone that was cc'd in original replies
When someone that was cc in original ticket replies to it, in Desk it creates a new ticket instead of appending their reply to the existing ticket... Surely this should not be happening?
ZOHO Desk - All tickets have this as their content. "Content is not available. Please try again after some time."
Currently, all tickets have the same content, "Content is not available. Please try again after some time." Is this an outage from ZOHO or something else?
Issue with a blueprint transition using API request
Hello I have created a function in the Zoho Flow app, which should perform a blueprint transition. par = Map(); par.put("toNotifyContactForResolution",false); par.put("content","Solved"); param = Map(); param.put("RESOLUTION",par.toString()); result
In Zoho KB , when opening an article it also has a list of other articles on left side.
How can i disable seeing the other articles on the left side. The left pane with the list of articles is preventing my article from being viewed on full screen and breaks the html table
Contacts to Multiple Accounts
Relate a single contact record to multiple accounts and easily track the relationships between the customers and businesses they work with. If you tried the beta feature, please share your feedback below. Your feedback will help us refine the finer details before releasing this feature for a larger audience. P.S. If you haven't requested the beta yet, you can do it now here.
Is there a way to view Ticket Email Headers
Hello, The show original option does not show the email headers from the ticket. There are instances where we need to verify the authenticity of where the email originated. There for looking at the email headers would allow us to verify this information.
How do I get the "My Tickets" section to display in the help center for the end user?
I cannot figure out how to turn that on, also the community never displays either
integration between ZOHO Desk and 3CX v18
Hello, In the v18 release of 3cx, the variable for contactid has changed. This has changed to EntityId and EntityType. Can you provide a new version of the XML file needed for the 3cx extension for Zoho desk? thanks Ted
Embed KB in WordPress
How can we embed our KB into a WordPress site? do you have any documentation that can help us accomplish this?
Zoho Support: Automate your way to Productivity using Time based Actions
To avoid pitfalls in customer support leading to lower customer satisfaction, longer response cycles, increased support cost, automation and productivity improvements become a must have. In this endeavor we at Zoho Support have bolstered the existing automation options with Time bases Actions and Macros. Time based actions are used to monitor your help-desk for pre-defined actions every one hour. So the next time when you see a massive pile-up of tickets in your help-desk queue, don't fret. Setup
Personal settings in Zoho Desk and and department visibility
Hello, could you show me, where i can blocked department visibility in personal settings? I don't wan't to everybody can see which kind of departments have we in ouer organisation.
Classification - Part two
Interested if its possible to only have certain classifications appear based on the group the agent belongs to. This is to limit the number of Classifications to those applicable to the team. thanks, Jay
Classifications
Is it possible to group classifications together? We currently have this. But want this- Billing - - Missing Statements - Rates - Recent Statements
Read support email contents in workflows.
I am building workflows to help route tickets based on the contents of support emails which trigger a Ticket creation Zoho Desk. The issue is I assumed the contents of the original email would populate the "Description" field of the ticket. This is
ASAP widget close button
Hi: The close button on ASAP is not intuitive for the users to find. I have seen so many of our users struggling to find the close button on the widget. it's very unintuitive to find the close button on the left bottom. Can this be moved to the top right, please? I am happy to show the various customer recordings that we have with your product/engineering team. It's a minor UI change but would be a huge relief. It's painful to watch a user struggle to find the close button.
Newhire Workflow
I want to be able to create a ticket for a newhire and have several different tasks automatically created associated with the ticket. Is this something I can do with templates and workflows? If so how can I go about it? This kinds of tasks are confirming
How to combine products?
Somehow i've got several products with the same name that show up as different entries in my products tab and searches. How can i combine the ones with the same name (since they are the same product IRL)? Thanks, Eric
Embed video
Is it possible to embed a video? It seems to work in the preview...but then it doesn't save.
..Video Embedding..?? into Emails..
..hii is there any possibility for video (like YouTube) embedding into emails..(not links only) purely by artistic point of view.. (like beautiful pics of sort)..?? ..&..if not.. Why???
Offering 24h format instead of 12h
At Europe it is not common to have the 12h format. When documentating and especially invoicing to books, our clients excpect the 24h system. As an international solution, like Zoho is, it should be very well common to offer 24h system too. We would use
Layout rules not working in help center
Hi, I created layout rules, and its working inside zoho desk when creating ticket as an agent but behaves different in Help Center as an end user as if layout rules is not created. Is this normal? Thanks
Copy data from Contact info to ticket field
Hi, How can i copy customer data (ex. Phone number) to a ticket field? so the phone number is visible in the ticket. Thanks
SLA in reports
Hi, In Reports, how can i get the total resolution time in calendar hours/days not in business hours/days? Thanks
SLA in reports
Hi, In Reports, how can i get the total resolution time in calendar hours/days not in business hours/days? Thanks
timestamp to another field
Hi, I have a button on my blueprint and i want to record the time and date when i clicked the button on another field. How can i achieve this? THank you.
Include Ticket Subject in Browser Tab
It would be nice if browser tabs included the Ticket Subject along with the ticket number. Many of our users use multiple tabs and being able to see the ticket subject would be helpful in multiple tabs.
Zoho Desk - Working super slow
Hi Team, Zoho is working too slow. There is been a delay in transmission of receiving email as well. Just to open a ticket takes nearly 5-7 min. Any suggestions? Thank you!
How can we prevent spam from being submitted in our webforms?
We've created webforms that are embedded in our Wordpress site, but we're getting a ton of spam being submitted. Do you have any tools to prevent that? Otherwise I'm thinking we can/should integrate a captcha in our form, but I haven't figured out how
Zoho Desk Community Digest - February 2022
Enhancements New updates in the Help center New language support for Myanmar and Khmer is now available. Introduced Zia translator for automatic article translation. Zia translator will automatically translate articles into your preferred language. New
Customizing fonts and colors in Zoho Desk
Hello We've made the switch to Zoho Desk. Our support agents are asking for a way to change colors and fonts in the app to reduce eye strain and make information easier to see. I haven't been able to figure out how to do this yet. Can you point me in
Change color top bar
Perhaps im confused but, weren't we able to change the color of the top bar just like with other Zoho apps? I dont see any Theme option some other apps do have. I think i went over all logical link to see if there was/is such option but can not find it. Perhaps im mistaken, but i believe i did change it for Zoho Desk. See attached screengrab. Im talking about the dark blue top menu bar.
Incorporate color scheme to change the color of the window for private messages
when inside of a ticket, its hard to see if a comment is public or private because the only way to see it is the little word that is tough to see. It would be great if a private comment displayed in a different color so that you could easily see that
Customizing display in the case stream
Is there any way to change the color of note entries in the conversations view for a case... Notes are important in their own way as they give information to an agent important to the case for future reference. Giving them a diffferent background color
Changing Note Back Ground color in desk
Is there any way to change the background color of a note in the conversation ticket view. This would be really nice as the notes always include critical info regarding the case and i find myself always scanning for these. With just the small icon to
Night Mode for all report dashboards
The night mode on the fullscreen mode of the overview dashboard looks awesome. We would like to have it on all of the dashboards. I would also suggest you to integrate a "gray mode" as a 3. option.
Timeformat change to 24 hr
Hi, Is it possible to change the timeformat to 24 hr. For now i can't fint this function? Thanks!
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