Shared Snippets Everyone
Hi, Now that the Shared Snippets have been released and I think will be the most used feature implemented in 2023 :) Creating and Using Snippets in Ticket Responses - Online Help | Zoho Desk Maintain consistency in ticket responses with shared snippets
Please Enable Snippets for Agents Adding Comments
Snippets and templates are currently enabled for agents when they use the reply functionality. There is currently no way to add a template or snippets when an agent comments. This is really weird. Our agents don't use the reply functionality, only the
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 iOS app update: Archived ticket list view
Hello everyone! In the latest iOS version(v2.10.7) of the Zoho Desk app update, we have brought in support to access the 'Archived Ticket views' on the 'Ticket Views' screen. Tickets that have been Closed and inactive for 120+ days will be automatically
Issues With Image Formatting when Importing Word Documents as Articles
Hello, I am having formatting issues when importing .docx files into articles. The documents look fine on Word, but once they are imported into an article, the images will overlap text and other images. Occasionally there will be added space between images
Business hours in reports
Hi. If I activate the business hours for my tickets. Does it affect in reports? I mean, if before, without working hours a ticket comes in on a Monday and closes the following Monday, in the resolution time in working hours I get 7 days. I want to know
Zia Field Prediction - Unable to Validate Dataset Entries
Lastly, whenever we want to create a new field prediction, the status gets stuck in Incomplete and when I try to annotate tickets, I get an error message saying "Unable to validate dataset entries." I've tried deleting and recreating the prediction, but
Using an article already existing in Zoho Desk KB as a resolution for another tickets
Hi, I've read about the Resolution tab of the Tickets and the ability of adding a Resolution to the Knowledge Base so that both agents and customers be able to access this information. However, and considering several tickets may be solved by following the same procedure, here's my question: if, for a ticket, I solved it and added the way I solved it as an article in our KB, is it possible to grab that article and use it as a resolution for another tickets with similar characteristics? If it's not,
How to create knowledge base article from api?
How to create knowledge base article from api?
Client Script also planned for Zoho Desk?
Hello there, I modified something in Zoho CRM the other day and was amazed at the possibilities offered by the "Client Script" feature in conjunction with the ZDK. You can lock any fields on the screen, edit them, you can react to various events (field
Disabling Smart Writing Assistant
Hello, I've found this article when looking to disable the Zoho Smart Writing Assistant in our Zoho Desk environment. I appreciate that the article is for another Zoho solution, however, I was still unable to disable this feature! Could we please have
An Exclusive Session for Zoho Desk Users: AI in Zoho Desk
A Zoho Community Learning Initiative Hello everyone! This is an announcement for Zoho Desk users and anyone exploring Zoho Desk. With every nook and corner buzzing, "AI's here, AI's there," it's the right time for us to take a closer look at how the AI
Duplicate Contacts - how to get merge or delete
I have noticed that our list of contacts in Zoho Desk duplicates contacts periodically. I have yet to identify when or why. How do I merge or delete them? I see there is a "Deduplicate" but I am unable to find anything that explains this feature.
Unable to change the "credentials of login user" option when creating a connection
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,
How can you train the Zia Bot for Desk
I added the Zia bot to my portal, but it's rarely able to answer questions, even when I have dedicated articles for the question. How can I best train it? Should I change the title of my articles, add more information inthe body copy?
Zoho Desk Community Portal Not Displaying Custom Styling Correctly
Hi Zoho Community, I’m struggling to get a custom community portal in Zoho Desk to display my branding and styling correctly, and I’d love some help troubleshooting this for a client’s support portal. Details: Setup: Zoho Desk (Professional plan, latest
Remove or hide default views
I'm looking to only have the views pertinent to my organization. Is there a way to show only my custom views (or separate them to a different area or something)? If not, this should be a feature as switching from Zendesk we had this option...
Episode III : Powering Automation: Custom Functions in Action
Hello Everyone, In our previous episodes, we explored custom functions and the Deluge programming language. If you’ve been wondering why the Episode series have been quiet, here’s the reveal! On our community, we've been showcasing custom functions integrated
Narrative 2 - Understanding Organizational Departments
Behind the scenes of a successful ticketing system - BTS Series Narrative 2 - Understanding Organizational Departments A ticketing system's departments are essential because they provide an organized and practical framework for handling and addressing
Issue After Updating to Zoho Desk Android SDK v4.5.0 – Authentication Fails (Status Code 204)
Hi Zoho Support Team, I was previously using the Zoho Desk Android SDK with the following dependency: implementation 'com.zoho.desk:asapsdk:3.0_BETA_17'
Everything was working as expected — including user authentication, the tickets section, and the
add another department to helpcenter
After activating multi-brand, how to add another department to help center? For example department A has associated with help center 1. We have another department B and would like user to be able to submit ticket to department B via help center 1, how
ZOHO DESK | SET PERMISSION NOT TO ALLOW SPECIFIC AGENTS TO CREATE TICKET
Hi Zoho Team, I have a question regarding this: "Team Desk are the ones to have the permission to create a ticket, Team OPS resolvers must not create a ticket." - How to set permission to Team OPS resolvers for not creating a ticket? Only Team Desk should
Add Comprehensive Accessibility Features to Zoho Desk Help Center for End Users
Hello Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request to enhance the client-facing Help Center in Zoho Desk with comprehensive accessibility features, similar to those already available on the agent interface. 🎯 Current
Customising Sign Up Page in Zoho Help Centre Sandbox
Hi, I would like to customise the Sign Up page in my Help Centre Sandbox Environment but when I try to access it I get this message: What setting or permission do I need to achieve this? Many thanks, Kunal
Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child
Time-based Automations updates does not trigger Webhook
Hi, When a ticket is updated by Time-based automation, it doesn't seem to trigger the webhook event. I looked at the ticket history for the problematic tickets, they were all changes made by action with this label: `Ticket was updated through a Time-based
Can't find parent child ticketing
Hi I can't find parent child ticketing under tickets in this new organization... I have in the past on other organizations
Filtering Parent and Child Tickets in Analytics
Hello Zoho Support Team, We’ve noticed that when checking our ticket analytics in Zoho Desk, the data merges both parent and child tickets for key metrics like the number of new tickets, closed tickets, and first response time. This results in inaccurate
Link Zoho Inventory Sales Order with Zoho Desk Ticket
I'd like to, in a Zoho Inventory Sales Order, see linked/related Zoho Desk tickets. When I'm in Zoho Desk, I can look up related tickets to the sales order, but I can't seem to do it in the reverse manner (where when I'm in a Zoho Inventroy Sales Order,
Contacts Profile
Is there a way to add a picture to my contacts profile? You have an outline of a person but no way I can see to import a picture.
Custom Function to Update Ticket based on Subject of Ticket
This may be pretty simple but I'm having issues with getting a custom function to fill out custom fields based on the subject of a ticket and not the body of a ticket. Basically we need to fill in the PO number and Item ID custom fields, both of this
Handling Automatic Replies in Desk
We send out email campaigns (currently via Klaviyo) and naturally we receive "Automatic Replies" to these mass email campaigns. These responses are all being routed to Zoho Desk. We get two types of "Automatic Replies" Type 1) Customer is out of the office/holiday
Can you limit who creates tags?
Hi there, I'd like to find out if it's possible to limit which Agents create tags on Zoho desk. Thank you.
How can we manage the tags in ticket
Allowing agents to use Tags indiscriminately can cause havoc. We could not find tag management where 1. The admin can create Tags beforehand for use by Agents 2. Permission can be allocated which roles/profiles can use existing tags or add new tags 3.
Enhance "Send Cliq Notification" Action in Zoho Desk Workflows (and also add Happiness Rating Support)
ello Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request regarding the “Send Cliq Notification” action available in Zoho Desk workflows — specifically in workflows triggered by Happiness Ratings, but also relevant to all workflows
Handling identifiers during an import
Importing your data When importing data into an application, it is crucial to prevent data loss or duplication. These types of errors can hinder the development of a clean and well-organised database, which is essential for effective data management and
Unable to add attachments to knowledge base anymore
I have been adding articles to knowledge base in Zoho Desk (as part of Zoho One). Today suddenly i found that I am unable to upload and attachments to the articles. I get the following error: "Attachment couldn't be added." I have uploaded the screenshot
Restrict Agents from Editing Shared Custom Views in Zoho Desk
Hello Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request regarding the custom views functionality in Zoho Desk. 🎯 Background We’re actively using custom views to filter and display tickets for different teams based on specific
Introduction Dario Schiraldi Deutsche Bank Executive
Hello Everyone, Dario Schiraldi serves as a key leader at Deutsche Bank, where he plays a crucial role in shaping the bank's strategic direction and driving operational success. With a solid foundation in finance and leadership, Dario is committed to
Not receiving emails
I'm able to send emails, but I can't receive any. Please help
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