Agent invitation bug
Hi Zoho Team, I would like to ask of an issue we encountered where as when the agent invited clicked on the Accept Invitation button he is redirected to a different portal instead of Zoho We've reinvited the user a couple of times but the issue stillZoho Desk Auto Contact Owner
Hi Zoho Team, When a new requestor singed up in help center, the contact owner is auto assigned to the primary contact of my zoho desk, correct me if im wrong. So my question is, how do I change the auto assigned contact owner of every new contacts?Open Ticket reminder to customer
I want to use the supervise rules, I think, in order to send out reminders to customers with open tickets saying something like - "You have an open ticket, we hope it has been resolved. If wee don't hear from you within 2 days we will close the ticket".How create ticket in Desk with JS?
Need to create ticket in desk.zoho from API with JavaScript ThanksWhatsapp integration with ZOHO Desk
Hi, Can we integrate whatsapp for business and zoho desk? Our clients are constantly telling us to raise tickets through whatsapp so we want a system where we can have such integration where we can chat with our clients and raise tickets in zoho desk simultaneously ThanksSending Mail to a Ticked create a new Ticket (did not add in existing ticket)
Hello, the whole day, some to our Desk mailadress sended Mails generate a new Ticket instead of adding the Mail to the existing Ticket. I've made several test for that. normaly the Mail where added into a ticket if we add "[##tickeid##]" in the Subject of the Mail (tickeid is the uniqe ticket number) to send it to a specific Ticket, nothing else. My test below show, that the Ticket Name (or Mail Subjact) now is a value to add it in a ticket too: My test Subject.Notification Center doesn't update anymore
We are used to using the Notification Center of the Zoho Desk to follow all tickets updates, but I've noticed its last notification was from 11 days ago, as shown in the image below. How I can found out why this happened, and how can I resolve it?Jira Integration
Hi, When an email is received in ZoHo, it doesn;t update the email within our Jira platform. Manually typed updates are copied up to Jira automatically. Is there a reason for this? CheersHappiness Feedback
For agent happiness rating is that for every ticket they worked on or is it only if they're the owner of a ticket?Don't Create Tickets when email is sent to zoho desk email
Hi, I am forwarding my company email to zoho desk email. I want to do this so that when users respond to their tickets and email my company email, the response gets stamped on the ticket in Zoho Desk. BUT I don't want emails sent to company emails to forward to Zoho Desk and create tickets. Basically, I only want replies to really stamp to Zoho Desk. I don't want new tickets to be created from emails being sent. Is this possible.Average tickets per agent
In Zoho SupportI am trying to chart just the number of tickets closed per agent over a given period of time; daily through the week, through the month, etc. Can that be done?Integration vendor from Books or CRM in Desk
Hi When your on partners relation viewed as vendor, it could be great to add vendors from CRM or at least Books in Desk as account and contacts. Obvioulsy it's not a complex functionality to addUnleash the power of detail, with Table View.
What use is context that's not available where you need it? With this in mind, we bring you the Table View. This feature will add more power to the way you organize and work through your ticket load. Table View comes in handy when you want more control over the ticket information you see. This is a nifty tool for users who find themselves limited in terms of the level of information that is being offered in the Classic View and Compact View. With an upper limit of 15 columns, agents can glean mostCustomize forum status
Hi there, It would be great if we can customize the forum status (just like ticket status). Kind regards. HelenAbility to rename community tabs as own preference
Current zoho desk community tabs unable to rename however i see it has as suitable standard for most communities But it will be more better and beneficial if possible to modify(rename) then we can use the community for various purposes and able to change them as very convenient for, various product & services various fields organizations push(add) many topics types into one community instead host several community forums or portals. Setup > Channels > Community > Preference > Topic Type This's anTime Entry per agent Report
Hello , I Would like to build a weekly report , listing per agent , the full list of time entries (with created time / duration / relatated ticket ID) , but i can't see the Duration information about time entry in the pick list : Just to be 100% clear,Zoho Desk Contacts Module | Contact Owner | Custom | Auto-Assign
Hi team, For clarification. 1. When a user signed up from the Help Center portal, Is the Contact Owner default assigned to the Support Administrator? 2. Can I add value to the Contact Owner field and auto-assign the Contact Owner to this custom value?"Copy Field Values from one Module to another" how to use?
Hi everyone! I'm sorry if this question was already asked, I didn't find it! So let me explain: In my Tickets module, we have the custome field "customer type" where we indicate if it's a lead, user, etc... In the Contact module I used the "type" field with exactely the same entries. I would like when in the tickets module an operator choose an option that it automatically update it in the contact module. I found the "Copy Field Values from one Module to another" custom function which seems perfectEmail attachment size limit is too small
20MB limit for an email attachment is too small. With the sizes of the pictures or videos from smartphones and other available devices, this is incredibly prohibitive. Possible solutions - zoho can strip the attachment and in place put in a link whereDesk Sandbox
Hello folks, As most of main Zoho software (CRM, Creator...) have a sandbox account. How feasible Desk will have the same in a short coming time? Is it an option in development? Thanks!View Criteria for linked tickets (Parent-Child related tickets)
Could we have some filters which can be used on views about linked (parent-child relation) tickets please. The views that I'm looking for, do require the below filter items and visual guides: a view which lists only Parent tickets which have Child ticketsTicket View - Sort by Account
Is there a way to sort by "account" in any of the ticket views?How to do JWT authentication for non-zoho user?
Hello, I would like to use Zoho desk full support with chat, knowledge base, My Tickets and Create tickets types. As per documentation, it says using "Anonymous" user only submit ticket, can not view ticket history. So we have tried with JWT authenticationDynamically prefill ticket fields
Hello, I am using Zoho Desk to collect tickets of our clients about orders they placed on our website. I would like to be able to prefill two tickets fields dynamically, in this case a readonly field for the order id, and a hidden field for the seller id. The clients access the ticket form by clicking a link in our customer area, so ideally I would like to pass the values to prefill with as part of the URL. I imagine that this could be along the lines of calling https://our-domain/portal/newticket?order_id=123&seller_id=456Automation #10 - Auto Assign Ticket based on Keywords
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 on optimizingMake a ticket visible in the Community
Hi there, It is possible to have a conversation with a customer via a ticket and eventually the proposed solution isn't possible yet. Therefore you want to add it as an idea in the Community, available and open to everyone that is in the community, soIdea Reports for Community
I'd like to have a report that lists all of the submitted ideas and their statuses. Also, it would be nice to be able to convert a Question into a FAQ in the knowledge base.Zoho Desk stays updated with Apple's latest iOS 15 and iPadOS 15 release
Feature upgrades for enhanced productivity, focus and multitasking capabilities on-the-go! Apple has announced it's latest iOS 15 and iPad OS 15 updates for its users. The update comes with several functionalities to improve productivity, focus and multitaskingZoho Desk website broken using Safari on iPadOS 15
The Zoho Desk website routinely breaks using Safari on iPadOS 15. All that’s needed to trigger the issue is to close safari with a Zoho Desk page open and then reopen Safari. The most common issues are the page being incorrectly zoomed in causing variousZoho Desk Web Forms Embedded to Zoho Sites | Captcha Image Issue
Good day Zoho team, I created a web form in Zoho Desk and embedded the code to Zoho Sites under the Contact Us page in the website. The web form consists the ff.: First Name, Last Name, Email, Phone Number, Description, and Captcha. In Zoho Sites, TheContact Module
Hi Zoho Team, When a user registered on Help Center, basically the record will be recorded in Zoho Desk Customers module. And in Help center portal the user profile has email address. But in Zoho Desk view, the contact does not have email address, thisHow to search using custom fields in Zoho Desk (via Deluge scripting)?
In Zoho Desk, I have an account-level custom numeric field, called 'cf_vl_client_id', which is used to store the internal Client ID generated by our system. When I am trying to search records (in the Accounts module) using this custom field, I am constantly getting an error: zoho.desk.searchRecords(deskOrgId, "accounts", {"cf_vl_client_id": 1000}); Error: {"errorCode":"UNPROCESSABLE_ENTITY","message":"The value passed for the 'cf_vl_client_id' parameter is invalid."} Surprisingly, I am able to findHow 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 importantSMTP Error
We haven't changed any of our SMTP settings on the server. This morning we were suddenly unable to send out emails with our current From Address. The error we received is attached but I'll reproduce it below: "Email reply failed from being sent! MomentaryAll your activities, now under a single tab.
Customer service is not just about sending out appropriate responses to customers. There's a lot more that happens between the threads of a conversation, and this involves coordination between agents and other team members. To help track these behind-the-scenes activities easier, we're introducing the Activity Module in Zoho Desk. The Activity Module lists all your calls, tasks, and events in one place. This makes it easier to plan your day based on the activities you have lined up. This is especiallyTimeformat change to 24 hr
Hi, Is it possible to change the timeformat to 24 hr. For now i can't fint this function? Thanks!Reply not sent
Hi, I am having an issue replying in Zoho Portal. The below is popping up the window; Please help me. Thanks in advance.Default Font size in ticket
Greetings, How can I set a default size and font for every ticket?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 useImprove 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,Next Page
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Announcements
Unleash the power of detail, with Table View.
What use is context that's not available where you need it? With this in mind, we bring you the Table View. This feature will add more power to the way you organize and work through your ticket load. Table View comes in handy when you want more control over the ticket information you see. This is a nifty tool for users who find themselves limited in terms of the level of information that is being offered in the Classic View and Compact View. With an upper limit of 15 columns, agents can glean mostAutomation #10 - Auto Assign Ticket based on Keywords
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 on optimizingZoho Desk stays updated with Apple's latest iOS 15 and iPadOS 15 release
Feature upgrades for enhanced productivity, focus and multitasking capabilities on-the-go! Apple has announced it's latest iOS 15 and iPad OS 15 updates for its users. The update comes with several functionalities to improve productivity, focus and multitaskingAll your activities, now under a single tab.
Customer service is not just about sending out appropriate responses to customers. There's a lot more that happens between the threads of a conversation, and this involves coordination between agents and other team members. To help track these behind-the-scenes activities easier, we're introducing the Activity Module in Zoho Desk. The Activity Module lists all your calls, tasks, and events in one place. This makes it easier to plan your day based on the activities you have lined up. This is especiallyMultilingual Knowledge Base is now available for beta access!
Hello, everyone! We are thrilled to announce that Multilingual Knowledge Base is now available for beta access. This will be a big enhancement to your efforts in providing self-service for customers across the world. Here's what we have in store: A Knowledge Base that speaks their language: With Multilingual Knowledge Base, you will be able to create and manage articles in multiple languages to support customers from different regions. More categories to boot: Users can now associate multiple
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Issue on Upload API and href image URL
Here is my Full API Code , URL : URL: https://desk.zoho.com/api/v1/uploads/659563000000193003/content Headers* Authorization: 'Zoho-oauthtoken 1000.ed5ce2836bf5ba9b946f5ec9************88e73ff4883a3e9c58ffeb7870' orgId: 7586***** RESPONSE{ "errorCode":Search function is unstable.
Dear Sirs, Could you please check, I searched for products using "EyManN" the system show that not found. while available in the product module. When I scroll down from search pop up I can found the Product "EzyManN" on the system.I attached a sampleZoho Desk Contacts Module | Contact Owner | Custom | Auto-Assign
Hi team, For clarification. 1. When a user signed up from the Help Center portal, Is the Contact Owner default assigned to the Support Administrator? 2. Can I add value to the Contact Owner field and auto-assign the Contact Owner to this custom value?Webhook Disabled Issue
Dear All, We have received the below information on 10.09.2021 and then we have enabled the webhook manually. Could you please support us with this case? What can be the reason of this problem? Hello Tolon Help! The webhook desk.zoho.com has been temporarilyMy support portal has too many redirects
Hi, I was able to map my domain through Cloudflare for the helpdesk but the portal is not accessible. I keep getting the following message when I try to access : support.vingo.fit This page isn’t working support.vingo.fit redirected you too many times.
Sticky Posts
Zoho Desk: Scheduled Maintenance on 8 August 2021
Hello, everyone! Warm greetings from the Zoho Desk team. We have planned scheduled maintenance activity on 8 August 2021, around 11:00 am IST. It might engender downtime from 0.25 to 4 minutes for a few customers in the US data center. We do not expectCustomize 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, GreenRegister for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features so that you can try them out and give us your feedback and report issues. This would help understand your requirements better and iron out any hiccups. Here's the link to register for the beta programs. Please select the feature from the "Beta FeatureZoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the nextAnnouncing 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!
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