Automation #7 - Auto-update Email Content to a Ticket
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. Email is one of the most commonly used support channels and with Desk's easy setup you can easily convert your customer conversation into tickets. All you need to do is to forward the emails received at your support mailbox to Zoho Desk and every customer conversation is converted
Automation #11 - Auto Update Custom Fields with Values from Emails
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimize
KB Reviewer making edits and changes
When an editor saves a kb article that has been edited, they have the choice to save as draft or send for review. When a reviewer edits a kb article (or at least in our setup) they can only publish. Is there way to make it so that the Reviewer can make
Turn 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?
Zoho Desk Ticket Sync to Zoho CRM Cases
I want to sync Zoho Desk Tickets into Zoho CRM Cases with all attributes. Is it possible? Use Case: I should be able to see all the tickets created/modified in Zoho Tickets to be visible in Zoho CRM as individual tickets / new tickets with details of
Agent duties re-assignation during his vacations
If an agent is sick or on Vacation how can I readdress his automatic duties assignation to another Agent?
Ticket's reply via email
Is it possible to reply a ticket via email instead of entering the ticket system ? Thanks
Add a canned reponse system
Canned responses are vital for companies that need to send the same answers to multiple tickets with placeholders such as adding the ticket creators name, etc. Currently, there is no such system in Zoho Desk which is a huge inconvenience to us as we either
Sharing tickets with externals to collaborate
We have tried to find a no-code solution to share tickets with external 3rd parties for collaboration. Let's say our customer opened a ticket for a server problem and we want to "add" the manufacturer of the server for collaboration. We tried to forward
Tickets assigned to teams arent showing as "assigned" or "owned" by those team members
I have a ticket assignment rule that assigns ticket to teams. When the team members checks their desk 'My Open Tickets' or do '/tickets' in Cliq, they can only see the tickets that are directly assigned to ONLY them. Deskbot seems to be notifying the
Google Analytics 4 setup instructions
Now that Google has migrated from Universal Analytics to GA4, I need to set up our Zoho Desk Portal so stats will start being collected. I see the instructions for UA, but can you point me in the direction of assistance for GA4? Thank you.
ZoHo Support | Duplicate Ticket Detection
Hello, Is there any way Zoho can "read / detect" an already assigned ticket number in the subject header or body of the email? Example: Ticket [## 19662 ##] **URGENT** Ocean Quote - Normagroup Now, when someone who was in copy replies to this email or an RE: gets placed in the front of the email automatically via outlook, our system creates an entirely NEW ticket which is then prompting us to search our tickets for "similar tickets" to then merge them... We're spending a TON of time merging and at
How to add categories to community
In my Community, I would like to add several Categories but I don't readily see how this is accomplished. Currently, I have one category in my community with several forums. But I would like to add more categories. Thanks.
Ticket Ageing Report & Dashboard
Dear Team, I am trying to create a Summary report and I want Ticket AGE to be present in drop down. With this Report i'll be able to create a Component in My Dashboard which will have Ticket Owner Name in X Axis and Ageing in the Y Axis with Count showing
Access relationship information (parentId, childId list) [Parent-child Ticketing Extension for Zoho Desk]
Hello, we are using the official Zoho extension Parent-child Ticketing and were very surprised that it is not possible to access the data. In my opinion, it is an essential requirement to be able to access the link information. However, you can only see
Can you lock due date until after ticket creation?
Hi Support, Currently testing an updated & automated build of our ticketing system on a test department. So far everything we require to streamline workflow has been possible but there is one small thing that has been annoying us. After we have created
Is it possible to add buttons on email replies to internal team members?
Hello everyone, I am currently trying to set up some workflow rules to trigger when a ticket is created. I have noticed there is a button that can be added to email templates when sending email alerts from workflow rules, for example ${Cases.SUPPORT_PORTAL_BUTTON}.
how do I create a view in tasks "My & My Team Open Tasks"
Hi, I want to have a custom view which shows both my open tasks and my teams open tasks in one list. If you see attached I need to enter the name of the agent or team - but how do I do it for "myself" or "my teams"? Thanks
Create a Custom view that displays the current signed on support reps Tickets
Is there a way to create a custom view that has criteria that says Ticket Owner = [Current Signed on Support rep]?
Custom View with placeholders
I want a view for my agents. The tickets are asigned to them or a their team is there a possibility for a custom view state is open AND (Ticket owner is $current user OR Team is $user teammember)
Knowledge Base article views
Within the KB, each article shows how many views the article has gotten, but I'm interested in which users have viewed a specific article. Because users have to register and sign-in to use the Support Site, I thought it would be possible to track the
Remote Invite email not being received.
I've had customers report they're not receiving the remote assist email invite when I send via the ticket. I've since tested by sending to my own email address and confirm nothing is being received. Invite emails are being received if sent directly via
Request : Additional Account Lookup Field for Ticket Layout
We need to assign 2 separate "Account" fields from the "Account" module on ticket forms. Our use case is as such : We do reply to our global distributors on tickets and the "Account" field is normally used to mark the tickets based on our distributors' account name. On some cases we are also being informed about the account information of the end-user (the customer) and our distributors request us to handle the tickets based on the end-user's account information because they do service their customers
Report to know the history of certain Tickets on Desk
Hi there guys, As the title implies we're wondering if there's any way to get some kind of Report that allows us to check the History of various Tickets at the same time since as of today if we want to know that we have to check them 1 by 1 which is not
How to integrate Helpdesk with Java App
Hello, My team is looking for helpdesk software in which users can seamlessly access from our current site. Since users are already logged in does Zendesk support Oauth? If so how is that login information housed? Can we integrate Zendesk with our current
Better Control over Team Ordering and Display
Two feature requests for Zoho Desk team drop downs: The ability to change the order of teams, currently it's not in alphabetical order, which is confusing. I'm thinking a manual ordering via number or drag and drop, alphabetical order, and creation order
How to allow client to filter the Zoho ticket status
Hi, Anyway we could add in the filter status for My Area under client view?
ZohoHCAsapReady is undefined
I am trying to use var viewArticle = ZohoHCAsapReady(function(){ ZohoHCAsap.kbArticles.view( { articleId : '305163000000109120' } ); }) But it says ZohoHCAsapReady is undefined. I am using this to import <script type="text/javascript" > window.ZohoHCAsap=window.ZohoHCAsap||function(a,b){ZohoHCAsap[a]=b;};(function(){var
Split ticket option is not showing on the "More actions" menu
Hi Team! I want to report that the "Split as new ticket" option is not showing on the "More actions" menu, as showed on the documentation on: https://help.zoho.com/portal/kb/articles/spawn-a-new-ticket You can see this behaviour on our client the following
Help Center e-mails (Invitation/Activation/Deactivation) e-mail templates
Hello, email templates for Invitation/Activation/Deactivation emails are not working consistently. Please have a look at this screenshot: As you can see, the upper part of the email has lateral spaces, while the lower part don't. How can I solve this?
"Are you an Agent?" - Can't remove this?
On the page for Zoho desk signin linked to our website, their is a link in the right panel that provides the ability for - a new user to sign up - a user to say they forgot their password - an Agent login How do I remove the "Are you an Agent? - Login
Zoho Guided Conversation for Instant Messaging (Whatsapp)
Hi all, I have created Guided Conversation for our website. However, from the following Youtube video https://youtu.be/2BXtGOlO4ik, it seems that there is a way to also connect Guided Conversation with Instant Messaging (Whatsapp). Unfortunately, I could
Closing ticket from Blueprint without any notification
Hi Is there any option to create a Blueprint transition to close a ticket without any further action and preventing any kind of notification to the customer and the ticket cc's? Thank you.
Zoho Desk View Open Tickets and Open Shared Tickets
Hi, I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department. Currently my team has to swich between two views (Open Tickets and Shared Open Tickets).
Deleting unwanted ticket replies
Hello, In a Zoho Desk Ticket thread, sometimes one of the recipients has auto-reply activated. This creates a new message in the Ticket thread that not only pollutes the thread, but most importantly cannot be replied properly because usually auto-reply e-mails don't do "reply all", so the other recipients are not included. I want to delete such a message in the Ticket thread. I searched the help of Zoho Desk, but only found a way to mark as Spam (https://help.zoho.com/portal/kb/articles/marking-support-tickets-as-spam)
hidden ticket id
Is it possible not to show the ticket id in the subject of the messages?
How can I convert a regular email into a ticket?
Some of my customers insist on sending me requests directly to my personal mailbox (Zoho Mail). How can I easily convert this into a ticket in Zoho Support? If I forward it to a Zoho Support email channel, this creates the following 2 problems: 1. It
Auto suggestion of articles in response email based on client email input
Zoho product development team have to include a feature to provide the suggested articles to a client based on his email . In Zendesk this option is available where it will auto send a list of 3-4 suggested articles based on the client mail . We can define
No Inbound Email Tickets
It appears that no inbound emails are being converted to tickets. We've sent test emails to our accounts and are still not receiving tickets for them! We are completely dead in the water right now. Please help!
Zoho Desk email channels not receiving any emails
Zoho Desk email channels are NOT working. status.zoho.com is showing that everything is operational. A call to support stated that there is an issue and that it should get resolved in 2 hours or so. 1) Zoho Status at status.zoho.com should be updated
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