I have an Error while Forwarding my Email
Hello, Mail forwarding does not work. I use Outlook and have an email address as support@xxxx.com and set up a forwarding rule to zoho desk (support@xxx.zohodesk.com) (support@xxx.zohodesk.com) I followed all the steps on this article however, when IMy Open Tickets View Not Working
Hello! We are seeing that the My Open Tickets view has changed to now include ALL open tickets, not just ones assigned to that agent. Has there been an update recently that would have impacted this functionality? Or is there a bug currently affectingUsing Approvals in Zoho Support
Hi Zoho Team, Is there any way to customize the "Approvals" tab in the ticket so that the client contact can receive a request for approval? The reasoning is that we prepare a number of estimates for the client for work to be performed. If I could automaticallyCustom field mapping to Jira
HI Zoho It would be reallly usefull if when a ticket in Zoho desk created a Jira ticket that you can map custom files from or default fields from Zoho Desk to the Jira Item. In our case we would like to be able to map 1) Customer account 2) Region (custom field) 3) Product 4) Product Version 5) Priority Is there an easy way for the developer to open the Zoho ticket as a read only agent. Currently the filed that gets populated in Jira with the ticket number and link is not a URL so they have to copyRemove System Defined Ticket Layout
Hi ZohoDesk, I have created a new Ticket Layout and made it the default and I want to remove the original default one so there is only one to choose from. It won't allow me to do this, or go into the options and take the tick out of the show in Help Center.Request: Ability to clone templates
It would be a great feature and a huge time saver to have the ability to clone templates to other departments. It becomes very cumbersome when you manage over 12+ departments. Thank you!Can we custom Trigger ASAP
My company has a web app and are exploring the ASAP functionality. The problem that we have is that the floating button does not work with our app as it will cover CTA's and other points of information. I am wondering if we can custom/manually triggerZOHO desk Not working - Onlinesales.ai
Zoho Desk is not working since today morning?Zoho Desk's Instant Messaging Feature Update - Increase customer engagement with WhatsApp's Interactive Message Templates.
Coming Soon! A messaging feature to take your business to the next level by adding WhatsApp Interactive Message Templates to your customer conversations. One of the latest features of WhatsApp business is the introduction of Interactive Template RepliesKnowledge Base document access only if URL is shared.
Hey all, There is a knowledge base document that I would like to publish it but only have accessible to the users that I am sharing the link with, meanining the document needs to be hidden from the rest of registered customers and viewable only the onesAutomation #6 - Prevent Re-opening of Closed 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. Typically when a customer submits a support ticket, it is assigned with a status to map its journey. Zoho Desk provides you with four default statuses: Open, Oh hold, Escalated, Closed; along with the option to create your own statutes which can then be mapped to these default ones.Ingreso de correos
Tengo problema con mi bandeja no entran todos los correos y hace varios días dicen la leyendo externo en los que se logran recibir.Not able to send email via zoho helpdesk
I have enabled TLS service on email yet it is showing same error. Error while processing the request! javax.mail.MessagingException: 5.7.3 STARTTLS is required to send mail [MA0PR01CA0089.INDPRD01.PROD.OUTLOOK.COM 2023-07-17T11:24:37.605Z 08DB85D83AUnderstanding response time
We have the following set up for our SLA. When a contact first writes in, the response due and resolution due dates are set. When one of our agents responses, the response due goes away. When a ticket gets a response from the contact, it appears to resetLog in to Zoho Support with Google Apps
Hi there! I see "sign in with Google Apps" options and Google Marketplace apps for Zoho Support, but I have a feeling I can't clearly answer my simple question: Is it possible to have users from a Google Apps domain sign in with their google apps credentialsTicket Status Colors
Can i change the colors of Ticket Status in the admin panel? Or even change the background of the entire cell of a Critical ticket? This way its easy for my agents to see a urgent ticket when it comes in. Right now everything is black text. Here RightEmail notification for followers
Is there a way to enable email notification for followers of a support ticket? ie: Ticket #123 is owned by Agent#1, Agent#2 adds themselves as a follower. Whenever ticket #123 receives an email from the customer, Agent#1 receives an email. Agent#2 wouldPin Comments in Zoho Desk
Hello, I'm writing to ask if there is a way that we can add a "pin" option to comments so that a "pinned" comment would show at the top of a ticket for review? Also would like to suggest if there could be a tab at the top section for "comments" sectionZoho Desk's Instant Messaging | Feature Updates | July'23
Hello All, We are eager to bring you this month's feature updates, where we'll run you through the significant updates in the Instant Messaging module. I hope this info is insightful as you continue using our IM module to enhance your business communicationHow to link or relate tickets?
How to link two or more tickets with the same resolution?How can I make time entry mandatory for tickets?
Hi guys, I just want to make a time entry field mandatory for tickets. How can I do that? At this stage of our usage, it's not mandatory and it could be forgotten to input a time for a ticket. Thanks in advanceFinding text within a ticket: Expand All or Search this Ticket
The auto-collapse feature within a ticket is nice for screen scrolling, however it makes it difficult to find text within the ticket if the email is collapsed. In fact you cannot find text if it is collapsed. I would like to propose a feature that allowsDoes Zoho Desk Workflow generate logs for tracking actions? Is there a way to do this?
In Zoho Creator: Logs are automatically produced, time stamped documentation of the history of actions, such as Form Actions, Schedules, Email Data, and Integration, executed in an application. They are recorded for statistical, security, and debugging purposes. https://www.zoho.com/creator/newhelp/app-settings/view-logs.html https://www.zoho.com/creator/newhelp/app-settings/understand-logs.html Are there logs generated in Zoho Desk for Workflows? We have a workflow that sends out emails and I'dPull CRM module fields into Desk
Hi, Totally new to Zoho and scripting. Does anyone know a simple way to pull information from a customer module called serial numbers, linked to accounts in CRM into Desk? Seems you can show desk tickets in CRM modules, but can't easily have a field inPin or Flag Comments/Emails
It would be great if you could pin a comment or email on a ticket. The interface could then have a tab that displays the pinned notes/emails for the case. From this tab you could unpin the note, or share the pin with another Agent. This could be a wayEasy Way to Add Notes to A Contact Record
In our other CRM system we are able to add text file notes to contact records along with other attachments. In Zoho Desk we know that we can also add other attachments but we need a way to add an easy to edit note for saving things like usernames andZoho Community Sign-In Interfering with Apps
In the last month or so, the Zoho Community Forums sign-in process has started to interfere with my Zoho apps. It seems like the Community Forums automatically signs users out after some period of time. I haven't tracked, but it seems like 48-96 hours.¿Cómo puedo crear tareas o notificaciones repetitivas en el tiempo a mis agentes?
Necesito crear alertas o tareasMass Update CRM Sync
I am working on setting up our Zoho Desk. I have the 2-way sync with Zoho CRM enabled. However, after I sync'd everything, I realized the first name didn't map correctly, and all our clients are missing their first name in Desk contacts. I can go intoHow can I receive support ticket on my company's email [support@company.com]?
Hello, I've set up both my company's emails and helpdesk through Zoho. I've verified my domain, DKIM and successfully created emails and tested them, all works great. However, to receive tickets to Zoho Desk, I have to send the email to support@company.zohodesk.com,Knowledge Base Notifications
One of our users asked if agents could be notified when a new Knowledge Base article has been published. I was thinking about this and seems like it would be nice for end users or agents to be able to subscribe to a whole KB or one of the sub categoZoho Desk app update - Android
Hello Everyone! In the Android version of the Zoho Desk mobile app(v2.6.9), we have extended support for the below: 1. Marketplace extensions that are available within the left pane of the ticket details view on the Zoho Desk web app (desk.zoho.com) canTurn Ticket into Zoho CRM Lead
Is there a way to set up Zoho Desk -> Zoho CRM integration in a way that would allow out support agents to turn a Help Desk ticket into Zoho CRM Lead?Turn off Knowledgebase Article Ratings
Is there a way to turn off the "Helpful?" question at the bottom of knowledgebase articles or at least make them private? I don't want them showing a lot of negative votes if that ends up happening. Is that possible?Create View to See Tickets Closed within the last 3 days
I'm trying to create a view in Zoho Desk that shows me "recently closed ticket," which I will define as tickets closed in the last 3 days. I want this view to update so that whenever I click to view it is recalculates and shows me tickets closed within 3 days from that moment. When I try to Create a view and use the criteria of "Ticket Closed Time" I have to specify a discrete time frame (on or before a specific date). It doesn't allow me to define time/date dynamically like I can do with date fieldsWhen I print an article, why does "about:blank" appear in the bottom left corner?
What settings control "about:blank" appearing in the bottom of an article when printing? How can I change this?Display all articles on one page instead of using the previous or next buttons that only show 10 articles?
Hi, As far as I know, I can only edit the html and css of the header and footer. Is there any simple way to edit the html body or are there any settings that you can change to display all of your articles on one page instead of having to use the previousGlobal Signature
Hi, is it possible to make a global signature for all outgoing emails? We need this for our company. It is a legal requirement in germany. StephanSquished Image Width in Zoho Desk KB Articles
When posting images in Zoho Desk's Knowledge Base, I find that the images frequently end up squished based on how wide they are. Looking at the CSS, it looks like there is a `max-width: 100%` style applied which causes the width to stay within the size of the bounding container, but that simply squishes the width of the image instead of scaling it down. Is there a proper way to add large images, retain the maximum width/size of the image and not have the image squished when the container is smallerChange Ticket Status on Reply
Is it possible to change ticket status on reply? I would like to be able to change the ticket status automatically from "Open" to "Awaiting Customer Response" when one of my agents responds to an email via the interface.Next Page
Announcements
Zoho Desk's Instant Messaging Feature Update - Increase customer engagement with WhatsApp's Interactive Message Templates.
Coming Soon! A messaging feature to take your business to the next level by adding WhatsApp Interactive Message Templates to your customer conversations. One of the latest features of WhatsApp business is the introduction of Interactive Template RepliesAutomation #6 - Prevent Re-opening of Closed 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. Typically when a customer submits a support ticket, it is assigned with a status to map its journey. Zoho Desk provides you with four default statuses: Open, Oh hold, Escalated, Closed; along with the option to create your own statutes which can then be mapped to these default ones.Zoho Desk's Instant Messaging | Feature Updates | July'23
Hello All, We are eager to bring you this month's feature updates, where we'll run you through the significant updates in the Instant Messaging module. I hope this info is insightful as you continue using our IM module to enhance your business communicationZoho Desk app update - Android
Hello Everyone! In the Android version of the Zoho Desk mobile app(v2.6.9), we have extended support for the below: 1. Marketplace extensions that are available within the left pane of the ticket details view on the Zoho Desk web app (desk.zoho.com) canZoho Desk now integrates with Slack
Do you use Slack to power internal communication and collaboration within your organization? If you do, we've got some good news for you. Zoho Desk now integrates with Slack, so your agents can get the best of both tools without compromising on either. The Zoho Desk app for Slack gives agents quick access to ticket information from right within Slack, saving your team time and effort. The integration also lets you configure real-time updates to your agents via Slack. The notifications can
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Zoho Desk Extension config parameters
Hi, I would like to know if there is a way to view or edit the values defined inside the plugin-manifest.json in the section config while you are developing. I have set up some parameters that I need to use inside my code, but while running a Zet run,Anonymous user can downvote any knowledgebase article as many times as they want
I thought this was a mistake but it is true. Any anonymous user can downvote any knowledgebase article as many times as they want. I even tested this on Zoho's own knowledgebase. If the the feedback form is enabled and even if email is required. The reasonDisplay all articles on one page instead of using the previous or next buttons that only show 10 articles?
Hi, As far as I know, I can only edit the html and css of the header and footer. Is there any simple way to edit the html body or are there any settings that you can change to display all of your articles on one page instead of having to use the previousPull Incidents Data from 3rd party(XDR) to Zoho Desk
Hi team, We have a question about integrating Zoho with third party apps for automation purpose. General scenario is: We have Palo Alto XDR software and this software is generating some incidents. Our goal is to automatically create a ticket in Zoho asIs it possible to remove the Download as PDF option for users when viewing an article?
Is it possible to remove Download as a PDF as an option for users when they read the article? Our problem with this options is that when users download the PDF, the PDF does not have a date on it. So the PDF will become outdated when we update the article,
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Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteAnnouncing the Happiness Rating 2.0!
Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates. Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below theAnnouncing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!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 serviceEdit 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-important
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