Typeform -
Hi team, I see Typeform integration to Zoho Desk https://marketplace.zoho.eu/app/desk/zohodesk-integration-with-typeform, Is currently not available in Europe. Can this be arranged rapidely? Thanks, HasnaCloning functionality - workflows, SLA and views and more....
Hi team, There a many time consuming tasks and action in Zoho Desk that could be easily and dramatically improved with a clone functionality. Is there any feature in the roadmap on this at all? Kind regards, Hasna Ben-Haddou Customer Experience MaHappiness Feedback Report
Hello, I want to see all the feedback, which has been left on ratings in a report for all past tickets. Unfortunately, the pre-built happiness dashboard only lets you go back one month. When I create a report, I cannot add the column 'feedback' and IHide "All product" tab from product filed
Is there a way to hide "all product" tab when a user open a ticket? I wold like that a user could decide between related product of his Account.Desk 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!Show always Due Date and Response Due Date
Hi, I am struggling again with Zoho Desk. Currently I am setting up the SLA and I am currently wondering why the Response Due Date and Due Date are removed, when I set the ticket status to On Hold. In my opinion this makes no sense and how can I alwaysMutibrand portal customization
Can we show snippets of tickets/status of raised tickets to customers on portal home page. And can we add announcements on this home page too where we can show recent company announcementsFaulty translations in help center
My area: „All Department“ --> not translated into german at all (Alle Abteilungen) Status drop-down field: The verb to open and the status open in english is the same, but that doesn't make sense in german. -> Verb in german: Öffnen -> Status in german:Provide same functionality to CC field as for other ticket fields
Issue I'm not able to do much with the CC field for Help center users, as it is a somewhat special field today. It is not visible amongst other ticket fields and it can only be activated at a specific place: Settings > Customization > General SettingsSet 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.Reply-all copies Help Desk
Whenever we choose the Reply-al function on a ticket, the Help Desk email is automatically inserted into the CC field. Is there any way to remove this, or do we possibly have a configuration issue?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!Install zoho assist on zoho desk
I cant install zoho assist on zoho desk...after follow instruction to install redirect me to zoho desk homepage. how can i fix it?Custom Views, Labels, and Color-Coding in Zoho Desk
I've come across a custom view feature in other ticket management software that I would like to ask be implemented in Desk as it would fit quite nicely with Desk's fluid interface. Basically, it allows users to create custom "queue" views based on whateverWeb Browser High Power Usage in Taskmanager with Zoho Desk
Hi, I figured out, that after some time when I am working with Zoho Desk, that the vents of my PC getting louder. So I checked the Windows Task Manager and see the Power Usage of the web browser is high and sometimes the memory usage is also high. ReducingHelp adding account number from Zoho CRM to the ticket screen in Zoho Desk
I need to enable my agents to see the account number on the related details pane on the ticket screen. Currently I can see name, company, number, and email but would like to add more to this pane. Is this possible? I will attach a screenshotCreate View to See Tickets Closed within the last 3 days
I'm trying to create a view in Zoho Desk that shows me "recently closed ticket," which I will define as tickets closed in the last 3 days. I want this view to update so that whenever I click to view it is recalculates and shows me tickets closed within 3 days from that moment. When I try to Create a view and use the criteria of "Ticket Closed Time" I have to specify a discrete time frame (on or before a specific date). It doesn't allow me to define time/date dynamically like I can do with date fieldsProblem with SAML time validation
From our application we do a SAML request using accounts.zohoportal.eu/accounts request to log our users in into the customer portal in zoho.desk. This has always worked until this morning. We now get the following error: Conditions validation failed.How to Create Ticket Templates
Hi good day. I would like to ask an assistance on how we can create ticket templates / forms like these samples below. It would be better if they are in a "form" format instead of just filling up the description. New Hire/Onboarding – this ticket typeCustom Lookup field Zoho DESK ticket
Our use case is the following: When agents take a call and open a new support desk ticket, our customers have a client ID which is a 3-4 digit number. We want to lookup the CLIENT ID number so it populates the account name, if we do lookup for account name we risk entering bad data as many accounts are similar. Have looked everywhere and have not found anyway to add a custom lookup field Getting to the point where I may end up having to concatenate the client ID and account name as a work around.Zoho Desk now integrates with Trello
The customer service team is tasked with taking good care of customers and helping them when they need assistance. When there is problem, they manage communication with the customer, while operations teams fix the problem behind the scenes. In order for both teams to be effective at what they do, actionable information has to flow between them regularly. When that doesn't happen, it can create a communication gap between what a customer wants and what internal teams actually understand. If you useAdd a canned reponse system
Canned responses are vital for companies that need to send the same answers to multiple tickets with placeholders such as adding the ticket creators name, etc. Currently, there is no such system in Zoho Desk which is a huge inconvenience to us as we eitherSHOW TIME SPENT IN HELP CENTER
Hi, I want to know if there´s a way to show the time spent in each ticket in the help center.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 -Exporting tickets
I went to Setup -> Organization -> Import/Export in order to export tickets but found 2 issues: 1. The email body never gets exported. 2. There are some large numbers (like 5.57E+16) under certain columns of the exported CSV file. I could not find any export options. Please can you help with this?Zoho Desk now integrates with Slack
Do you use Slack to power internal communication and collaboration within your organization? If you do, we've got some good news for you. Zoho Desk now integrates with Slack, so your agents can get the best of both tools without compromising on either. The Zoho Desk app for Slack gives agents quick access to ticket information from right within Slack, saving your team time and effort. The integration also lets you configure real-time updates to your agents via Slack. The notifications canHow to setup a email notification when an agent reply to a client?
Hello , when agent reply to a ticket I would like to send automatically an email notification to client with template like: “Dear Customer name, An agenti reply to your ticket. Read and reply Link ticket Have a nice day” How can i setup?Custom URL Scheme Zoho Desk Knowledgebase
Hi, I want to know if it's possible to use a custom URL scheme for inserted HTML in knowledgebase articles inside Zoho Desk. Why? We specialise in support of macOS. But in the last few years, Apple has made it difficult to provide remote support becauseZoho DESK slow from 14:55 - 15:15
ZOHO desk is slow everyday from 14:55 to 15:15, this is everything from creating a new ticket, performing a blueprint transaction, or sending emails. I have asked our internal IT team to checkout anything that could cause slowness on our machines orTurn Ticket into Zoho CRM Lead
Is there a way to set up Zoho Desk -> Zoho CRM integration in a way that would allow out support agents to turn a Help Desk ticket into Zoho CRM Lead?Zoho SMTP: Too many recipients / Server busy. Please try again later from [185.172.199.249]
Hello when replying on a ticket we are receiving this error message from the mailer-daemon: THIS IS A WARNING MESSAGE ONLY. YOU DO NOT NEED TO RESEND YOUR MESSAGE. The original message was received at Mon, 21 Nov 2022 09:55:52 +0100 from support@**.zohodesk.euIs there a way to make an account inactive in ZoHo Desk
We have a few Clients "Accounts" that we no longer do business with. It would be beneficial for them to not show up in lists. However, we want to go back and view tickets, time, etc.Adding Office 365 users defaults to Global Admin and current department
When adding a new agent from the agent screen using the Add Office 365 user it grants them global admin unless you select light agent. This seems a bit overzealous. Instead, it should default to agent or allow end user to use the custom option. OtherDelete WHATSAPP chanel on Zoho Desk
Hi, How can I delete a WhatsApp channel and create an new one isstead? Alternatively, how can I change the number MAPPED TO the channel ThanksDisable Default Value in Multi-Select field
Hello, Is there a way to disable the default value feature when setting up a custom Multi-Select field? When creating tickets I would like it so there isn't a value pre-selected in the multi-select custom field that was created.Invoicing from Desk - Default Configuration
Hi, we have different invoicing situations per client, which is quite common in small and medium business. So we would like to have a. Billing / Non-billing default per client Explanation: Non-Billing must be set for Full-Service-Contracts, where is billingContact Name - First and Last Name
I've enabled integration between CRM and Desk and so far, this seems to work fine. This syncs contact first and last name in Desk with contact first and last name in CRM. Problem I am experiencing is that when in DESK a new contact is created on incoming emails, it puts first and last name combined in the last name field. So - if name is John Smith, it creates a record with first name = empty and last name = John Smith. This creates a lot of data maintenance which I want to avoid. Is there a settingAdd a modify button in KB article viewed from Tickets.
When viewing KB from the left pannel in tickets , there is no way for modifying the KB article exept navigate in KB and search for the article, and then modify it. It would be nice to have a update button / link in this Article View It would encourage Agents to update KB article on the fly , and so having an up to date KB ! Thanks,Making email templates/ snippets available in the Description field, in template layout
Hello, I would like to request the a new feature for email templates/ snippets to be made available in the Description field, in Ticket layout edit screen, just like it is in the agent email editor. Agent email editor Template layout description UseZoho Desk non esclude l'orario non lavorativo
Our static or customised Report, total resolution time, and also the sla , Zoho Desk doesn't exclude the no business time: Our business time is 9.00 am - 6.00 pm. We have already opened another request three weeks ago (without solutions) because alsoNext Page
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Zoho Desk now integrates with Trello
The customer service team is tasked with taking good care of customers and helping them when they need assistance. When there is problem, they manage communication with the customer, while operations teams fix the problem behind the scenes. In order for both teams to be effective at what they do, actionable information has to flow between them regularly. When that doesn't happen, it can create a communication gap between what a customer wants and what internal teams actually understand. If you useAnnouncing 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 -Zoho Desk now integrates with Slack
Do you use Slack to power internal communication and collaboration within your organization? If you do, we've got some good news for you. Zoho Desk now integrates with Slack, so your agents can get the best of both tools without compromising on either. The Zoho Desk app for Slack gives agents quick access to ticket information from right within Slack, saving your team time and effort. The integration also lets you configure real-time updates to your agents via Slack. The notifications canCollaborate with context, with Zoho Desk for Microsoft Teams.
If your organization uses Microsoft Teams to collaborate, we have great news! You can now access your customer support tickets from Zoho Desk, and act upon them, all from within Teams. Get Zoho Desk for Teams here! Work together without waiting around Customer service often requires people to come together to solve a ticket. By adding Zoho Desk ticket views as tabs in Microsoft Teams, you can easily cut down on the time it takes to get all these people on the same page. You can add different ticketBuilding Extensions #15: Creating widgets with the JS SDK bundle in Zoho Desk—Inter-widget communication
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. Hello Developers! In our previous post, we briefed the use of Hooks API and explained it with an example on how
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SLA configuration
Hi, I am currently configuring a SLA in our Zoho Desk instance and I can't find the setting, how to define a fixed resolve time. The use case is the following: If a ticket is created and the customer has no SLA set a resolve time 15 days after and theHow to setup a email notification when an agent reply to a client?
Hello , when agent reply to a ticket I would like to send automatically an email notification to client with template like: “Dear Customer name, An agenti reply to your ticket. Read and reply Link ticket Have a nice day” How can i setup?Zoho Desk Description
The system should copy the first 100 words of an email of the ticket and copy it on Description. Then description should be provided on ticket notifications: 1. Ticket Received Notification 2. Reminder to response notifications 3. closing notifications.How to Create Ticket Templates
Hi good day. I would like to ask an assistance on how we can create ticket templates / forms like these samples below. It would be better if they are in a "form" format instead of just filling up the description. New Hire/Onboarding – this ticket typeShow always Due Date and Response Due Date
Hi, I am struggling again with Zoho Desk. Currently I am setting up the SLA and I am currently wondering why the Response Due Date and Due Date are removed, when I set the ticket status to On Hold. In my opinion this makes no sense and how can I always
Sticky Posts
Edit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important one today: edit & delete ticket comments . You'll find both these options right next to the comment you made. By default, comment authors can edit their comments while administrators can edit all comments. Likewise, comment authorsAnnouncing 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!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 Support: Automate your way to Productivity using Time based Actions
To avoid pitfalls in customer support leading to lower customer satisfaction, longer response cycles, increased support cost, automation and productivity improvements become a must have. In this endeavor we at Zoho Support have bolstered the existing automation options with Time bases Actions and Macros. Time based actions are used to monitor your help-desk for pre-defined actions every one hour. So the next time when you see a massive pile-up of tickets in your help-desk queue, don't fret. SetupDeprecation of older versions of ASAP Mobile SDK | Zoho Desk
Hello, everyone. Greetings from Zoho Desk ASAP! In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions
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