Make a read only version of KB permalink available without a login
Is it possible to publish a permalink on a Read-Only mode to users without a login. Anyone wanting to engage (Comment / Like) on the link needs to login, but for users, who are outside and need it for a handy reference, is it possible to view the linkAnnouncing Early Access to the next generation of Zoho Desk UI
Customer service is one of the categories where efficiency and quality of service have to run in parallel, and your team's experience with their helpdesk goes a long way ensuring these aspects are uncompromised. Introducing DOT Design for Zoho Desk -ticket not show
ticket 108 is not show on page all ticketMaking Attachment mandatory when sending a ticket
Hi guys! Is it possible to set the Attachment as mandatory when creating a new ticket? Or even making it mandatory conditionally would be the ideal, as in "If this field is "xxxx", then an attachment is mandatory". I found this for all other fields and it works great, but I couldn't find the option for the attachment. Thanks!CRM Related List - How to View in Desk
I have the Desk / CRM integration enabled. It seems to work fairly well, with agents able to pull up basic CRM info from Desk. However, one of the key pieces of information that would be helpful for agents - what product(s) the customer bought and whenEmail template translation
Hello! Can you help me to understand how to translate email templates quickly from English to my language (Italian)? I have over 10 departments and there are about 70 Email Templates per department. It looks like a huge job. Is there an alternative wayViews accessible in multiple departments
I've noticed views are specific to department. This makes sense for tickets, but for stuff like contacts and accounts it's somewhat confusing to have to recreate them for each department, and then they disappear all together when you select all departmentsticket field visibility based on another field
Hi, I would like to be able to show/hide certain fields based on the value of other fields. This is basically exactly what Zoho CRM has (layout rules). How can I achieve that? ThanksFeature Request: Dynamic Date Filter Criteria
Please implement the ability to select a dynamic date for all Filter Criteria. This would be helpful to create views that don't constantly need to be updated (example custom date field on an account) Examples: - Today - Tomorrow - This week - This MonthTicket reassignment to original ticket owner
Hi Zoho team! Is there a way to reassign the ticket to the original ticket owner? Like when ticket is newly created the ticket owner is Agent1, when i created a workflow to assign the ticket to agent2 when status is In Progress But in For Closure statusEmails that have multiple contacts in cc
Hi there, I am thinking about using desk to manage all emails that are sent to our project management team. Often there are multiple people included in the emails, more people from the customer and more project managers from our side. When this happensHow can i send html data in email to a customer's ticket using deluge.
Can anyone just help me out from this problem. I want to send an email over a customer's ticket. I want that customer should get the executed html code. But i'm not able to send it. Customer is getting plain text with all html elements. like this:- <divAutomatically prevent some contacts from being CC'd
Is there a way to automatically remove certain contacts from the CC of a ticket? There is one email address which is included as a cc on several tickets, however we would like it to not be included in future correspondence, so we would like to automaticallyHow to send emails from a ticket via deluge script
We are planning to send an email from a ticket via deluge script how can we do that?Feature Request: Add an Agent View tab on Agent Management Screen
Please add another tab that shows full agents. Currently there is All Agents and Light Agents. It would be great to see a list of agents that are not Light Agents.Permissions Management for Required Fields
I want to be able to allow some users to edit some fields on accounts or contacts, but not other fields. It seems I am unable to set reader permission on the Account Name field and as a result the end users will need to be read only because we cannotHow to change back to the old version in zoho support
Please let me know how to change it back to the old version. The new version is too slow and hard to manipulate.Get all tickets with zoho desk API
- How can i get tickets based on grater then specific date (e.g url/api/v1/tickets?where created time > 20/07/2021) ? - How can i get the 'Agent response time' with API call ? - Can i get tickets based on offset ? Thank you.Draft Email Reply Using Template
Hi, I searched and searched but to no success. Is it possible to draft an email reply and use a template for that? Using custom function, of course. ThanksEnable Templates in Zoho Desk to allow attachments
Currently Zoho CRM templates allow attachments to be added to those templates and when used, emails from these templates contain those attachments. IN Zoho DESK, there is currently NO way to add an attachment to a template. This seems bizarre. Please let me know if I'm just not seeing it. If there really is no way to do this, can you please create functionality to do so? We would like our emails that go out to client upon ticket creation to contain a one page PDF attachment...Ticket Auto-close by requestor reply (email)
Hi Zoho Desk Team, Is there a way to close a ticket via keyword when requestor replies something like "close ticket" Apparently the only option available in the workflow criteria is the "Recent comment" Assuming that the only option is through customAutomatically complete a task as part of a blueprint transition
Is there a way to complete a task as part of a blueprint transition? For one department, every case gets a list of tasks. It would be nice to complete these with the related transition, however when I add this when completed, it just adds another taWebform ticket
Hi Zoho Desk Team, May I have a detailed information about this line? And what does this mean? This ticket is from the webform Thank you.Parse info from email to Zohodesk fields
Hi We have a support form on our website that sends an email to the zoho desk, as follows: Request_Type: Maintenance Source: Website Submit_Date: 16/12/2019 Submit_Time: 11:59 Contact_Name: Jane Smith Contact_Email: jane.smith@customer.com Building: 'BuildingAdd contact to CRM without two-way sync DESK
Hi, For our company we cannot use the two-way sync DESK <-> CRM, because it will fill our CRM database with loads of unusable leads/accounts. Therefore we have set the sync to one-way. Though, in some cases we WOULD like a new contact to be added (toSet reply as default
Hello, I noticed that the reply all function is the default for responding to tickets. Is it possible to set "reply" as the default as opposed to reply all? Thanks a lot.Customize a task that is auto created from a blueprint transition?
I have a blueprint where one of the transitions creates a new task attached to that ticket. I would like to be able to customize that task with input from the agent during the transition. Is it possible for the agent to enter info that is added to theZIA for Desk in EU
Hi! When ZIA for Desk will be available in EU?Hiding a ticket from account
Hello, We are looking for best practices around making a ticket "internal". Our customers are able to view all tickets associated with their account via the help center. However, we have multiple scenarios for tickets that need to be aligned with the account, but "hidden" from contacts within the account. I noticed an idea to use another department and make it private, but that requires a bit of administration overhead, especially around reporting and ticket movement. Ideally a checkbox indicatingPrivate Tickets
Sometimes we want to be able to create a ticket for a customer that they cannot see either in email or in their help center. Sometimes we see an issue on their account or something odd, or our analytics show something proactively needs to be addressedMake an ITIL/ITSM system, add Assets tracker and so on
Dear Zoho Support team, I know you corporation has very interestring services and products on: http://www.manageengine.com/ I'm very interested in ServiceDesk Plus functionatily, such as: ITIL/ITSM ready, Assets tracker and other things: http://www.manageengine.com/products/service-desk/help-desk-features.htmlAutomation #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.How Do you Post in the "Announcements" Category
Our Zoho Desk has an Announcements category, but I cannot find anywhere inside Zoho desk or in the Community section to post in the Announcements section. Is this because we are using "Remote Authentication" to login our users, so when I login to theHelp Center re-invitations cause the contact record details to become emptied and contact name to be changed
I was correcting a message draft and I had to re-invite the contact to our Help Center because the response was referring to a service instruction which was published in the Help Center. After the re-invitation the contact name has turned into "Anonymous 4" (This issue did occur 3 more times in the past) and all of its details has been deleted. Also the drafted message has turned back into its original content. I did work on this draft at least for about 10 minutes. (I had saved the modificationsSecondary email and ticket associates
If a contact has a primary and secondary email under the Zoho desk accounts, do tickets get associated with them regardless of which email address they come in as? I was thinking of setting a contact primary email as: no-reply@example.com secondary emailSupport Email addresses getting notification emails
We have several of mailboxes set up that forward to Zoho Desk, but they are also the SMTP addresses in Zoho Desk form our system. When those send in a ticket, they also get the ticket notifications which adds extra clutter to the ticket. Is there a waySending 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.Business Hours with lunch break
Our business hours are: mon - fri 08:30 - 13:00, 15:00 - 18:30. How can I handle the lunch break? If I use 8:30 - 18:30 it obviously breaks SLA. ThanksWHMCS Integration
Hello, I was hoping that someone might be able to help me with this one. We use Zoho Desk for support tickets for a couple of companies. One of them uses WHMCS for client billing, payments etc. One area of WHMCS that we do not wish to use is the in-builtReg :Edit subject line and change default font
Dear Team This is regarding few queries we got while exploring Zoho desk solution. We need to confirm the following: 1) Can we edit subject line while replying the ticket generated by customer? If yes, how? 2) Can we set default font and font size for replying to the received tickets? If yes, how? Kindly revert on this at the earliest. Regards, Ketan KNext Page
Zoho DataPrep Resources
New to Zoho DataPrep?
Zoho CRM Resources
Zoho Subscriptions Resources
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
-
Zoho サービスのWebセミナー
-
その他のサービス コンテンツ
ご検討中の方
有料プランをご利用の方
Announcements
Announcing Early Access to the next generation of Zoho Desk UI
Customer service is one of the categories where efficiency and quality of service have to run in parallel, and your team's experience with their helpdesk goes a long way ensuring these aspects are uncompromised. Introducing DOT Design for Zoho Desk -Automation #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.WhatsApp for Zoho Desk is now open for beta access!
Greetings from Zoho Desk! We are thrilled to announce that WhatsApp for Zoho Desk, powered by Twilio, is now available for beta access. Multichannel customer service doesn't completely serve its purpose until you support customers in channels that are most convenient to them. It makes the customer's life easier when getting an issue resolved is as simple and quick as talking to a friend. With over two billion users worldwide, WhatsApp is the most popular chat application around the world. ThisMultilingual 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: AWe 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,
Zoho Sprints Resources
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho Books Resources
Zoho Projects Resources
Qntrl Resources
Zoho CRM Plus Resources
Zoho Campaigns Resources
Zoho Desk Resources
Zoho WorkDrive Resources
Migrate to Show’s New Community
A place to share, discuss and stay updated about everything relating to Zoho Show presentations.
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Design. Discuss. Deliver.
Zoho Show Resources
Zoho Creator Resources
Most Discussed Topics
Announcing Early Access to the next generation of Zoho Desk UI
Customer service is one of the categories where efficiency and quality of service have to run in parallel, and your team's experience with their helpdesk goes a long way ensuring these aspects are uncompromised. Introducing DOT Design for Zoho Desk -Fetch all tickets with API
I want to get all the tickets from Zoho desk, because the API is limited to 100 tickets on each call, I will fetch the data from script, Is there a way to confirm that I got all the tickets? maybe with ticket number? When I try to fetch 100 ticketsSLA Response time to NBD (Next Business Day)
Hi Zoho Desk Team, Is it possible to set the SLA response time to next business day? Ex. Ticket was received today but the response time is for NBD (Next Business Day) Within 8AM - 5PM the agent must respond to the requestor, and if the agent did notGet all tickets with zoho desk API
- How can i get tickets based on grater then specific date (e.g url/api/v1/tickets?where created time > 20/07/2021) ? - How can i get the 'Agent response time' with API call ? - Can i get tickets based on offset ? Thank you.Private Tickets
Sometimes we want to be able to create a ticket for a customer that they cannot see either in email or in their help center. Sometimes we see an issue on their account or something odd, or our analytics show something proactively needs to be addressed
Sticky Posts
Zoho 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 nextZoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics whichZoho 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
Top Contributors
Ash | Zoho Desk
Mladen Svraka
Ajith | Zoho Desk
Cordero
Jacob