Ability for Agent/Customers to Respond to Happiness Ratings
We utilize Zoho Desk throughout our company - which means agents of one department are essentially customers of other departments. We recently implemented Customer Happiness ratings in our ‘closed’ email notifications. I’m now noticing that agents (regardhow can i update my permalinks?
Hello, I wanted to update my permalink as you see below. i don't use any special characters and space but it didn't work. and I have a warning like that. by the way i have the same problem with giving 301 link.Offer link URL for the customer happiness rating as placeholder
Hello all, we want to use the customer happiness rating feature. When you activate this feature you can decide whether you want to include only a link text in the emails or also buttons. Unfortunately, we cannot use buttons because Outlook does not displayZoho Desk 3CX installation
Hi all, i hope someone can help me: The following is happening when i try to install 3cx from the marketplace, i can fill in all the requested information but when i click on install i am getting an error which says: function does not exist on assumedTickets now can be shared during the blueprint transition in the latest version of the Zoho Desk Android app.
Hello, In the latest version of the Desk Android mobile app (v2.6.2), we have brought in the below enhancement. We have implemented the 'Share Ticket' action as part of the blueprint transition. Agents can share a ticket between departments and inviteauto assign all tickets
I cannot find an option to auto assigned unassigned tickets, and i dont know how to configure the rule to do this. Can someone point me in the right direction?Shared Snippets
Snippets is Zoho Desk are really helpful for quick responses. However Snippets are only specific to each user who creates them. It would be SOOOOO helpful to have shared snippets. So for standard information we can share the snippet answers with the entire team instead of everyone having to build up their own duplicate snippet list separately.Guided Conversation Widget - Can it Auto-Start?
Finally got our guided conversation to work like we hoped and create tickets. Doing some testing this morning of how to lay it out on our website and rather than getting an active chat dialog, I'm presented with this (relatively hideous) thing I've neverZoho Desk Teams App is not loading
Hi Zoho Desk support. Need an assistance on the Zoho Desk Teams app. Once I click View Ticket, it isn't showing anything. Kindly refer to attached: ZohoDesk Teams App_View Ticket Error.jpg For our Dashboard, we are still experiencing the same issue. KindlyClosing Ticket Notification Disappears
Hi, I'm trying to improve our Customer Happiness option. However, as soon I have edited the field for the message template. I just noticed that when closing the ticket, the customer/client couldn't receive any notification when closing the ticket. I'veUsing responses in a Guided Conversation to get a customerID using a webhook
Is it possible to create a webhook in guided conversations that will use the data that the customer enters to get the contactID? As I understand it, the contactID is required to use a webhook but I'm not sure how useful this would be if you don't knowCustom field mapping to Jira
HI Zoho It would be reallly usefull if when a ticket in Zoho desk created a Jira ticket that you can map custom files from or default fields from Zoho Desk to the Jira Item. In our case we would like to be able to map 1) Customer account 2) Region (custom field) 3) Product 4) Product Version 5) Priority Is there an easy way for the developer to open the Zoho ticket as a read only agent. Currently the filed that gets populated in Jira with the ticket number and link is not a URL so they have to copyGuided Conversations - Jump Block Input Variable Mapping disabled?
I've created a Flow which creates a new ticket for our Sales Department. That flow has a number of Local Variables defined which are used to generate the ticket. In a separate flow, I'm guiding the visitor through a series of questions to narrow downAnnouncing 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!Online agents aren’t appearing online in Headquarters
We’re having an issue with agents setting their status to Online, and it usually sticks for a few minutes, sometimes a couple hours, but suddenly the round robin assignment stops assigning tickets. When this happens, I check the Headquarters page andZoho support issues
Does anybody know how to escalate issues with Zoho support? It is frustrating finding the timely support from Zoho support team. Is there a number to call for the escalation matters? Cheers SunilAdd and Track Pre-Paid Support Time in Zoho Desk or Books
Hello, I was wondering if there is a way to have something add and track Pre-Paid Support, and alerts me if the customer has credit left? I provide 1hr Pre-Paid Remote Support. And when I do, say, a 30min session, I need to have the Customer have thatZoom Phone SMS / Zoho Desk Integration
Are there any plans to integrate Zoom Phone SMS with Zoho Desk? We'd love to be able to offer SMS support and if a ticket was created when an SMS was sent to a Zoom Call Queue, we'd be slightly closer to heaven.Force agents to select category
Hi, When our agents create a ticket, they have to assign a category where it is mandatory, however, a lot of our customers email in support tickets, at this point, Desk doesn't force our agents to select the category. Is there any way in which we canSending 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.Agents permission per department
Hi Team, can I setup permission for each agent what they can do in each department, for example I want account department agents to only have view access to support department tickets and not allowed to assign or reply to clients. I am sure this wouldWhy can't I merge two contacts
I'm trying to merge two contacts, and the message said: 'Cannot merge child contacts who were added as Help Centre users'. What does this mean? How do I change the contacts so I can merge them.Run schedule on the last day of the month
Hello, you can repeat a schedule every month on a specific day... However, some actions must always be run on the last day of the month. What can Isay about this, essential feature... too bad that it does not yet exist :(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 addressedBlueprint - Allow multiple transitions between two statuses
If I have Status A and I want Transition in between Status A and Status B, why can't I have more than one transition between those to Statuses? What I want is to have different conditions in each of the transitions. If specific criteria is met for 1stLight agents and extensions?
Is there a way to grant light agents access to an extension? We created one that provides summary information on an account and contact, which a light agent has access to but it seems like they don't have any access to Extensions.Close Projects ticket when the linked desk ticket gets closed
Hello everyone, Here is what I would like to accomplish: I have enabled Projects Integration within Zoho Desk. When I connect the Desk ticket to a Projects ticket and close the Zoho ticket, only a comment is passed to Projects. In the Projects ticket,BIlling time per 15 minutes
Hi all, We use Zoho Desk for logging tickets from customers. We normally bill our customers per 15 minute slots. So if a customer logs a ticket and we solve in in, let's say, 9 minutes, we bill 15 minutes. If we solve a ticket in 23 minutes, we bill 3040 hour prepaid subscription
Hi all, We offer our customer prepaid subscriptions of 40, 20 and 8 hours, which they can use for 1 year. We would like to let Zoho Desk calculate automatically the remaining hours when a ticket has been solved. So if a ticket takes 1 hour to solve andChange our Zoho Email
Hi Zoho Desk Support. I would like to raise a question regarding our current Zoho Desk email. Current: support@xxxx.zohodesk.com What we want to use: support@yyyyyy.zohodesk.com Can we update it without deleting all our current tickets (open, closed,moves ticket to community module?
Hello, is it possible to move ticket&reply under the Question topic on Community module? After replying to tickets, I want to publish them visible to everyone. thank you.Whatsapp integration with ZOHO Desk
Hi, Can we integrate whatsapp for business and zoho desk? Our clients are constantly telling us to raise tickets through whatsapp so we want a system where we can have such integration where we can chat with our clients and raise tickets in zoho desk simultaneously ThanksJSON Formatter Broken
I am astounded by how badly the JSON Entry Dialog is broken - is nobody using or testing this? I am trying to build a Webhook block in a Guided Conversation. First, it's nuts how little integration there is from Desk to itself - why do I need to buildCustom 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!Help desk, knowledgebase not updating
I have these departments set to show in my knowledgebase, but nothing is changing when I edit Only these 2 are shown. They all have articles in, there is no reason they should not be shown. Why is this so complicated?version history of a help center article
Is there any configuration management or version history stored for help center articles? e.g. see an edit history, revert to a previous version, etc.Create 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 fieldsUser group import
Hi, We would like to import users into user groups. Now, we have to manually search for users to add them to a user group. Are you maybe working on a way to import users in user groups? Or is it possible to link the users from the community to CRM? That we can edit multiple contacts in CRM to give them a label in the community? In our situation, it would be great if the SAML Single sign-on can be used to place users in the right user group. Kind regards, HelenClient Cannot Access Her New Portal: Cookie Is Disabled (But Is It?)
Hello, Has anyone run into a problem with clients unable to activate their portals because they cannot set their own password? I started using Books a few months ago and only created about 20-30 portals so far. Most seemed to work but 4 people told meNotify should only email the agent when another agent triggers the notification
When using Notify in Zoho Desk under Agent Notifications there should be an option to notify the agent ONLY when another agent triggers the notification rule. Example: If the notification for the agent on a new comment is on, it will notify ME when I am the one writing the comment! This is causing a LOT of emails to trigger. A notification is only supposed to trigger to direct the agent to go to Zoho desk as there is something waiting for themNext Page
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Tickets now can be shared during the blueprint transition in the latest version of the Zoho Desk Android app.
Hello, In the latest version of the Desk Android mobile app (v2.6.2), we have brought in the below enhancement. We have implemented the 'Share Ticket' action as part of the blueprint transition. Agents can share a ticket between departments and inviteAnnouncing 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!Boost your Zoho Desk's performance by archiving tickets!
The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually leadAutomation #12 - Automatically add comments to tickets when criteria matches
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 optimizeAutomation #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
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Most Discussed Topics
How do we view a customers IP address?
In zoho desk, how do we view the visitors IP address. This should be a standard feature as fraudulent disputes can be countered with a users IP address matching the IP of a purchase, All tickets should have an IP address attached to them. Where can IChange our Zoho Email
Hi Zoho Desk Support. I would like to raise a question regarding our current Zoho Desk email. Current: support@xxxx.zohodesk.com What we want to use: support@yyyyyy.zohodesk.com Can we update it without deleting all our current tickets (open, closed,Keep Contacts from automatically being associated with accounts
New to Zoho desk and ran into an issue, We contacts being automatically associated with accounts when closing tickets. We need to stop this from happening, and only have contacts associated with accounts when we manually add them under the account iWe are experiencing an error when we try to update our ticket.
Please see below error message we receive while updating our ticket.Filter Tickets (views) based on related data
Hello, how can I create a view that retrieves the tickets based on related data? For example, I have a ticket that is linked to a contact person, who in turn is linked to a company. In the company record, some relevant information is stored, such as certain
Sticky Posts
Announcing 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!Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceAnnouncing the Happiness Rating 2.0!
Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates. Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below theEdit 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 authorsZoho 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 next
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