Customer Service Level report
Hi, Is there a plan to have Customer Service Level report available to the Customer to download? i.e. a customer facing report that provides key data on tickets. per status per product domain, per user, % resolution etc... Thanks, Hasna
Twilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving calls
Set ticket threshold for the agents for optimum ticket assignment
Hello everyone, The round-robin assignment allows the admins to set a department-wide threshold. In addition to this, admins can now set thresholds for individual agents within a department. Note that the agent-level threshold is available upon request.
Lost the ability to sort by ticket owner
Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?
zoho.desk.update doesn't change 'reply to' when changing Contact
I have a creator script that sends a Form to Desk for stuff like setting up new employees etc.. Due to new email restrictions, we can no longer fake the 'from' address so it must come from one of our emails, like 'support@domain.com'. So I developed a
Article Name Sorting in Zoho Desk Knowledge Base (agent / admin side)
Dear Zoho Desk Support, We are writing to request an enhancement to the Knowledge Base management feature within Zoho Desk. Currently, there is no option to sort articles by their name, which significantly hinders efficient article management, especially
Option to Delete Chats in IM
Currently, there is no option to delete any chats in IM, regardless of their source.
How do I edit the auto response we send to clients when they send an email and a ticket is opened?
Hi, we have set an auto-response email that every client gets when he\she sends an email and a ticket is opened. I'd like to edit the wordings of the response, but cant find it in settings->Automation.
Application of zoho.adminuserid parameter in deluge
I want to use the sendmail function in Deluge, but when I call zoho.adminuserid as the sender, I found that the email address is actually my account’s address. I’m supposed to be just a regular user account, and after checking the Company settings, I
Can I trigger an action in an extension using automation in Zoho Desk?
I have integrated Zoho Survey in Zoho Desk. I'm wondering if I can create an automation that would send a survey based on the classification/category of a ticket when it is closed. Is this possible?
Improved User Identification and Ticket Association in Guided Conversation Flow (Chatbot)
We’d love to see some enhancements in Zoho Desk’s “GC Flow” to streamline ticket management and improve user support experiences. Here’s the idea: Currently, when users enter information like name, email, or company during a chatbot session, this data
Escalation Notifications via Slack Integration
Hi, Per my understanding of the settings in the Slack Integration, I am able to set it up to notify when an escalation trigger has been started, is that correct? I have done some testing and I can only seem to get it to send the escalation notification
[Security] Sender can reveal Agents IP without user interaction
Hi, I'm a little bit frustrated here. I reported a security issue (in my eyes) to the bug-bounty program of Zoho. But it's being refused and the judgement is: "No security issue" . So that's why i'm publicing it here, curious what other people think about
ZOHO DESK link with Power BI
HI, I am using ZOHO Desk for last two years and now my client is asking to integrate ZOHO desk data to Power BI so that they can use Data for reporting. Kindly guide in details so that i can give access to ZOHO desk export data for more visibility.
Custom View in All Departments
Hell, I am unable to add a custom view when I am in All Departments. I am also unable to use Table View in All Departments. Is this something I should be able to do with my version? It seems silly to not have this available. Thanks!
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 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).
Urgent Issue!!!!!!!! : "You are not authorized to access this resource."
Hi support team. Thanks for your api service. When I call the "Call Search API" of the zoho desk API In order to call this api, I added these "Desk.activities.calls.READ , Desk.activities.READ , Desk.calls.READ" into the scpe. Other apis works well. How
Not able to SEARCH CONTACT over DESK API
I am trying to use search contacts over the api, using the endpoint https://desk.zoho.com/api/v1/contacts/search is returned the error { "errorCode": "FORBIDDEN", "message": "You are not authorized to access this resource." } I tried to use AuthToken authentication and also the OAuth with the following SCOPES: Desk.search.READ , Desk.contacts.READ, both returned the error above, but only for the Search resource, any other resource is working fine, I can create Contacts, create Tickets, etc. any
Blueprint transitions are compatible with IM tickets
Hi everyone, We are excited to announce that Blueprint transitions are supported for instant messaging (IM-related tickets in Zoho Desk. This is designed to streamline the process for agents managing IM tickets, making it easier to engage with customers
Zoho Books and Zoho Desk Billing Time
Is there a way to integrate Zoho Books and Zoho Desk so when an agent logs time on a ticket, a client can be billed for the time. worked. Thanks, Cameron
Zoho license.
I have an issue with my Zoho license. I have the Standard plan, which states I can create up to 10 departments, but I'm only able to create one; it doesn’t allow me to create more. What can I do to resolve this?
Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually
Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able
Automation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved between
zet pack not working
We are using the zet pack command to package our Zoho extension. However, after running the command, the extension gets packed, but the resulting package is empty. We've attached a screenshot for reference. Could you please assist us with resolving this
How to reply to thread via API
We have built a webapp for our customers that uses the Zoho Desk API to enable each customer to view their full list of tickets, view individual tickets and raise new tickets. The Zoho Desk API doesn't have the ability to reply to a ticket/thread. Replies
Help Center Mixed Access Settings
Is there a way to give some Help Center End Users access to all of the tickets on the account (like managers), but other users access to only their own tickets? Thanks!
Zoho Desk Help Center User Personalization
Hello, I would like to customize my Zoho Desk Help Center portal so that users can see personalized information about their customer profile using widgets or extensions. For instance, I want to display the user's service plan status, products they've
Overview of all activity in tickets / threads
Hi, I'm wondering if there is a possibility to create an overview of alle activity in DESK? By all activity I mean, all comments, posts, replies, new tickets, etc...? With the purpose for a manager to have an overview of what is happening in DESK, without
Integration with Zabbix
I need to integrate Zoho Desk with Zabbix so that when an alert is received, Zabbix creates an automatic ticket. Additionally, the ticket should only disappear when the alert is considered resolved. Has anyone ever done something like this?
Block Duplicate Phone Numbers?
We provide more phone support than we do email support. As a result, we do not collect many email addresses. Desk prevents duplicate contacts by checking email only. We need to check for duplicate phone numbers also. A solution we found is the following
Can the Time Added Successfully notification be moved or disabled when saving Ticket Information in Zoho Desk?
Currently, the notification obscures other buttons such as the Comment and More Actions buttons. This notification eventually goes away but causes slowness in ticket creation due to this notification.
Zoho Desk integrates with Qntrl for effective task management
Hello everyone, We are happy to announce that you can now integrate your Zoho Desk account with Qntrl. This integration provides an effective way to manage tasks, collaborate, streamline processes, and deliver projects on time which helps to collaborate
Need clarification on Execute on Customer Reply in Workflows
We have implemented a workflow rule that will split responses to tickets closed older than 7 days to a new ticket but we are finding that in some situations this doesn't appear to be working properly. A customer will respond, it will go into the original
Using email "importance" as workflow-criteria
I'd like to set up a workflow that triggers if an incoming email has been flagged as "high importance" but I'm not seeing any way to do that. Hopefully I'm just missing something obvious...?
Replies sometimes creating separate ticket
Sometimes when a customer responds to an email coming from Zoho Desk, instead of adding a reply to the original ticket, a separate ticket is created. This happens even though the response subject line contained the ticket number, and the person responding
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]?
Workflow auto-assigns ticket without being asked to
To prevent ALL tickets from being replied to on create, we have disabled that notification, and replaced it with a workflow. The workflow criteria checks the sender, and then sends an auto-reply that the ticket was created. However, we have 2 huge issues
Nested picklist. Showing only top level in report
Hi, We have a ticket field that contains a nested list category field. I'm looking for a way to create a report that shows the number of tickets in that list. But I only want to display the top level category. With a sum of all underlaying nested chosen
How to a customise the support email id to our custom domain
we need to have support email address in our custom domain email id. how to do it?
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