We are making preparatory changes to the Ticket ID field type!
Ticket ID field in Zoho Desk serves as one of the key elements of the system. Our current implementation only supports numerical values for Ticket ID. This certainly limits our customers from customizing the Ticket ID. With the above challenge in mind,
I have created the CNAME record, but it is not working
I have tried different methods, but nothing works. I have ensured the configuration is correct countless times, but it still does not work. I have tried doing an nslookup, and it does redirect, but when I try to ping, it does not reach the destination.
Auto Close a ticket
Good day, I am looking for a way to close a ticket if there is no response from the customer for more than x hours. I have read various posts about supervision rules, but none fit the ultimate goal. The idea would be to create a rule. If a ticket is in
How to add subAccount in the account
How to add account into account e.g Tata Group Master account Tata Trust Child Account Tata consultancy Child Account Tata Infra Child Account and then i should be able to add contact with any of the accounts
Is there a listing of special characters that not allowed in picklists
Is there a list of which characters are classified as "reserved" or "special" that are not allowed in picklists?
Template and Text formatting in Ticket Resolution
Hi, is in Zoho Desk the possibility to create and use templates for the resolution field and/or is there a way to format the text in the ticket resolution box? Thanks in advance. BR
Change the predefined email adress for answering tickets in Zoho Desk
How can we change the predefined email adress for answering tickets in Zoho Desk? How can we asign different email adresses to diferent groups of Agents? Is it possible to autoselect the predefined email adress depending on a particular field of the
Community Forum
How can I create an announcement ?
Create an Eye-Catching Announcement Widget for Your Help Center
Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand for
[Channel Integration] Unable to sync with External Service
Recently I tried to do channel integration, the pack was created, uploaded to sigma and installed in zoho desk. I was able to created ticket and thread as well using this endpoint: https://desk.zoho.com/api/v1/channels/{installation_id}/import The issue
Bcc option in "new ticket --> send as email" disappeared
Is it just me or did the bcc option disappear in the "send as email" option of new tickets in desk? This is very inconvenient.
Setting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer and
Persistent "Always Offline" Issue with Zoho Desk
Our team has been experiencing persistent "Always Offline" status, which is severely impacting our ability to serve our customers effectively. We need your assistance in resolving this problem. Could you please: Investigate the root cause of this "Always
How to manage emails, Outlook and ticket
Hi, We are using Outlook for our support@ email, and I want to move to Zoho Desk. We receive many emails, some automated, some from customers, and some calendar appointments. I guess we need to get used to utilizing Zoho Desk as our main email client,
Overloaded Notification Center?
I'm the administrator of Zoho Desk, so all the rules involving connections, scripts and activities are on me. For example, adding a comment in a workflow results in it being under my name in that ticket. Is that why I keep getting notifications on tickets
Exporting Ticket Threads/Comments and Attachments in Reports
Hi, I would like to know is it possible for Ticket Comments and/or Attachments to be displayed in Reports?
Block certain emails from creating tickets
Hi there! We get a lot of tickets into Zoho desk from people emailing our support email that feeds into Zoho. We have created some 3rd party accounts using our support email and we get notification emails from these accounts. These emails create tickets.
Remove the [## XXXX ###] from subject replies
For our organisation we would like to have the [## XXXX ###] removed from subject replies. Cheers, Jurgen 365VitaalWerken
Option to copy/duplicate Custom Ticket views
Hi Team, Hope you're all well. I was wondering if you would consider a feature on Custom Ticket views: The option to copy or duplicate an existing custom ticket view It would help tremendously for views with a lot of criteria that could be reused multiple
No table view in "All departmens" mode
Hello, I would like to have an overview of all tickets, so I have to switch to "all departments". But here I don't have the possibility to activate the table view. But this is mandatory, so that I can see certain fields without having to open each ticket
Zoho Desk - Is it possible to build an approval workflow that keeps track of changes?
Hello, I have a requirement that I need to work on that is an approval workflow. Basically it's for negotiations and an agreed upon prices goes for approval. If rejected, the price would need to change but we'd also like to see the old prices/iterations.
Apparent bug
Good day. On a custom module, the value does not update the first photo; is the value it shows while editing in the edit layout. The second view is from the same layout but in view mode. Field Value from the Edit Screen Field value after saved
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
Browser information through ticket submission
Morning all, I'm part of a businesss looking at potentially using Zoho, and before we further consider making the switch, I'd like to know if it's possible for us to know what browser that a client is using when they are submitting a ticket. This is incredibly
NEW RESPONSE CLOSED TICKETS NOTIFICATIONS PROBLEM!!!!
Dear All, We have a big problem with Zohodesk. As you know, when a ticket is closed, the customers can continue to reply to the same ticket via the same email chain. To be able to be aware of this situation, we have a Workflow rule to notify our agents
Automation #2- Create recurring tickets using Schedules
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. Creating recurring tickets for
Help Center - Close ticket button
Hi Zoho Desk Team, Basically in Help Center Portal, when there is no active blueprint there is a "Close Ticket" button in the requestors view of the ticket. But when a blueprint is active, there is no more "Close ticket" button. So my question is, is
Notification received when self-assigning tickets
When I assign tickets in Zoho Desk the relevant agent gets a notification email. When assigning myself a ticket in Zoho Desk, I get a notification email. Now, as I am the person who assigned the ticket to myself, getting a notification in this regard
Link Zoho Desk tickets to custom module on Zoho CRM
Hi, We are currently using Zoho Tasks on CRM as Zoho Desk doesn't let us link tickets to specific site records on Zoho CRM based on a custom module. It can match to Zoho CRM based on an email address but this is not of use to us in our setup as the email
Forwarding tickets on behalf of a customer (no ticket creation!)
Hello, I am aware of the possibility to create a ticket in the name of another person (a customer). I wonder how I can manage the following situation. There is a customer ticket and I receive an email in my mailbox (not connected to Desk) and I want to
Create tickets on behalf of the sender while forwarding emails
So I was chatting with Rahul today, thanks for your help. (You guys need to update your support page where it says manually entered tickets are set to unassigned. They are not, they are set to the logged in user but please make that an option to default always to unassigned.) Anyway, our sales and customer service team forward a lot of emails to our support department. Now that we are using Desk we want to just forward customer support requests there. However, we found that even if the support person
Zoho Desk Onboarding Assistance - How to do bulk taging
Hi How to apply a particular tag to multiple tickets in one go.
Ticket Automatically Created from Closed Chat
Is there a way to prevent a ticket being create for every chat.... or at the very least have it automatically closed.
Direct Assignment rules problem
Hi, I transferred one of our address to zoho desk so it create a ticket. (this part works) Once arrived, I want the ticket to be assigned to one of our teams. So I created a direct assignment rules. Does not work. Where I did wrong? (see screenshoot)
Forward email from Outlook 365 to Zoho Desk
Hi everybody, I have a problem with the forward of email to Zoho Desk. When I receive a mail from a customer, I try to manually forward the email from desktop Outlook 365 to Zoho Desk to open a new ticket. I have this configuration active in Zoho Desk
Auto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensure
Extracting Zoho Desk ticket attachments
Hi, What URLs should we use to extract/copy and load actual ticket attachments from Zoho Desk? We're able to query ticket details and attachment details from the Zoho Desk, and our next step would be to copy the attachments themselves. Thanks for advising
Fetch only opened tickets
I am trying creating a custom function to only fetch records with statusType = Open. orgId = "xxxx"; query = Map(); query.put("statusType","Open"); resp = zoho.desk.searchRecords(orgId,"Tickets",1,200,query); info resp; But I am getting this error: {"errorCode":"UNPROCESSABLE_ENTITY","message":"Extra
Upcoming Webinar on Validation Rules in Zoho Desk
Hi everyone, We are excited to announce a webinar dedicated to helping you master the validation rules in Zoho Desk. This webinar is scheduled to provide you with the insights and knowledge you need to effectively use validation rules to maintain data
Pin 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" section
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