Total hold time in a certain Status
I want to know how long the total hold time is in a certain status. For example, I have a status with the name of the insurance process (hold type). I want to know, how long is the total holding time of the ticket in the insurance process status basedZoho Desk | Disable Revoke Blueprint Option
Good day Zoho Team! Is there a way to disable Revoke Blueprint option? If yes, please let me know how to disable this option. Any help would be greatly appreciated. Thank you. Best regards, LizzZoho 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 nextHelp 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!Adding additional information to invoice
Hello, Has anyone figured out a way to add any notes that are written under conversation, resolution or time entries note that can carry over to the invoice? We do service work and write up what we do on our tickets. The only place to have this carrycreate an help center article with predefined format from within a ticket
Hi. Trying to fulfill a use case which I guess applies to most support service organizations. I want agents to raise a request for creation of an help center article when they figure out that they are asked the same question in a ticket over and overPicklist field maximum number of values
Hi, Would like to inquire on what is the maximum number of values that can be added to a picklist field?Create Support Article from Existing HTML and Images
I need to 'import' dozens of existing support articles into Zoho. Each existing HTML support document has many images both large and small. The images and the text content all need to move to Zoho. The images cannot be hosted separately. Is there any way of importing both the HTML AND the images into a Zoho support article? It would be a huge amount of work to do the images one at a time with the 'add image' button.Zoho Desk | KB Article
Good day Zoho Team! From the KB Module, if we publish an article these are the 3 options to whom can view the article: Agents, Registered users, All users Is there an option that both Registered users/customers and Helpdesk Agents can view the KB ArticlesLoop with other ticket system
Hi! Could someone tell me what should I do when our Desk system sends mails back and forth with other ticket system (e.g. Freshdesk)? What is the best option here? After half of hour we received over 40 tickets... Is there any way to avoid those kindTelegram Integration
We have been using an integration with Twillio so all of our client text messages come into Desk and have been very happy. We were looking at using the new whatsapp integration but, with the new privacy issues we will no longer be using whatsapp andPin Comments in Zoho Desk
Hello, I'm writing to ask if there is a way that we can add a "pin" option to comments so that a "pinned" comment would show at the top of a ticket for review? Also would like to suggest if there could be a tab at the top section for "comments" sectionHow to hide department from Help Center
We have 2 departments on Desk. We want to allow users to view the tickets they've submitted within the Help Center, but only for one of these departments. How do we accomplish this?PLEASE add "Dark Mode"
I mean WHY NOT? Microsoft, Apple and YouTube are doing it. also, would be nice for the eyes of folks and not have to install an add-on. Dark-Mode: Idea for DARK MODE!SLA On hold (Manually)
Hi Zoho Desk Team, Is it possible to put the ticket SLA on hold manually? Say for example Agent 1 wants to on hold the SLA regardless of the ticket status. Hoping for your response. Best Regards, George Jr.Suspending the SLA timer depending on Status
When we define a ticket Status, we need to be able to mark if the SLA timer stops or not. For example, if we are working a ticket and are waiting on a response from the requester for more details, the timer needs to be stopped. Is there some way withingCustomer Happiness Random
Hi Zoho Desk Team, Is it possible to have the Customer Happiness Rating randomised? By this, we want the system to randomly select a rating and not by the requestor. Best Regards, George Jr.Helpcenter front not reacheble for about 30min.
Our Helpcenters https://helpcenter.bimcollab.com/portal/en/kb (multilanguage) and https://helpcenter.kubusinfo.nl/portal/nl/home weren't reachable from around 13.45 to 14.15 CET this day. We found also another company with the same issue. Problem isTicket assignment notification?
Hi, Is there a way to automate a notification to a contact when a ticket has been assigned to an agent? I can see that there is the field under agent notifications but not under contact? We would like the keep the receiving new ticket notification butInvite External People to Event in Zoho Desk
Hello, Can I add external people to an event I create in activities in the Zoho Desk? I can see that I have the option to add Contact Name under my event but when I create my event the Contact Name I enter (that has an email connected to him) doesn'tDoes Zoho Desk Workflow generate logs for tracking actions? Is there a way to do this?
In Zoho Creator: Logs are automatically produced, time stamped documentation of the history of actions, such as Form Actions, Schedules, Email Data, and Integration, executed in an application. They are recorded for statistical, security, and debugging purposes. https://www.zoho.com/creator/newhelp/app-settings/view-logs.html https://www.zoho.com/creator/newhelp/app-settings/understand-logs.html Are there logs generated in Zoho Desk for Workflows? We have a workflow that sends out emails and I'dWhen will the Auto Tags feature be implemented?
You did add the "Auto Tagging" feature to Desk when Zia was announced but since then we are still waiting to see the effects of this feature. Could you please share an estimated date for it to be implemented into Zia.Zoho Desk Android app supports file encryption within the app
Hello Everyone, In the latest version of the Android Desk app (v2.4.24) the files that are cached in the Zoho Desk app's private space will be encrypted. This is supported from Android OS version 6.0 and above. You can update the app either from theUnable to add custom fields to Tickets through API
I have added two custom fields to our Ticket layout. Company ID and Location ID. The Fields page shows that in the API their names will be cf_company_id and cf_location_id. When I submit a ticket through the API I get: {"errorCode":"UNPROCESSABLE_ENTITY","message":"Anaddress and other contacts filed in help desk registration form
Hi! How can make visible "address" field of the contact in the account managment data: portal/it/profile#manageaccount ?Set a readed ticket to unread
Hi, Is there a way to set as unread a ticket already readed ? Thanks.Integrating Zoho Solutions (Knowledgebase)in Wordpress site
Hi, I'm wondering if there is an easy way to integrate the Zoho Solutions (Knowledgebase) into an external website, like Wordpress? I would like my clients to be able to access the knowledgebase from our main site. Thanks!Notifications mention the wrong user when tickets are updated.
I'm having an issue with the notifications/Feed in Desk when tickets are updated in any way. All actions taken are assigned to a single user no matter who performed the action. For example lets imagine my organisation has 3 users: User A, User B, UserSpam Detection Free Edition
Hi, We are trying trialing Desk as a replacement for our new ticketing system but all emails are flagged as spam, we have disabled the spam detection filter under general settings though this doesn't seem to do anything. Is it not possible to disableUpdate Ticket description
Need help asap. I am trying to update description and found out i cant send html formatted string in xml. Its failing. https://desk.zoho.com/api/xml/requests/updaterecords?authtoken=..........&portal=.....&department=.....&xml=<?xml version='1.0' encoding='UTF-8'?><response><row no='1'><fl val='Description'>'asdf asdf asdf /nasdf <u>asdf asdf/n</u>asdfasdf<font size="5"> asdf asdf asfd /n</font>asdf asdf /nasdf/n'</fl><fl val='Status'>Closed</fl><fl val='Read Status'>False</fl><fl val='isCopying the Help center article in to another another article
I would like to copy the Help center article into another another topic. i have seen a option for moving the article into another topic but not copying. please tell me how to copy the article.How can I associate more than one department to a category in my KB after enabling the multi-branding?
Hi there, Before enabling the multi-branding I was able to add a new category in my KB and associate it to more than one department, which became impossible after creating a new help centre for one of my departments. I am trying to add a new categorySupport breadcrumbs inside KB articles inside ASAP widget
As the title says, it would be nice to have breadcrumbs so user can navigate to the Home section. While the Back button also works quite well for this purpose, the breadcrumbs obviously adds another layer of information by explicitly showing the hierarchyZoho Desk Portal SDK for IOS
Hi, When will this be released, compiled with 5.1.2? Im getting error message when attempting a build in XCode 11.2 Module compiled with Swift 5.0.1 cannot be imported by the Swift 5.1.2 compiler: / ZohoDeskPortalSDK/native/ZohoDeskPortalSDK.framework/Modules/ZohoDeskPortalSDK.swiftmodule/arm64.swiftmoduleWhen will the table view feature be released for the Accounts and the Contacts modules?
This is definitely a necessity when working within these modules for data manipulation purposes. We are modifying certain fields on the Account records and it becomes really hard to find your last edit after a while. Also looking for incorrect values on a bunch of records is impossible without a customized view (table view) on these modules.Can Knowledge Base Article width be increased?
Hello Zoho Team, There is this limitation we want to break. Is it possible to modify and increase the size of Knowledge Base article width which is currently set to 870px?Failed to Post your Comment error
Hello Team, Some of the team that works on the replies from Zoho Desk are experiencing the following issue when trying to reply tickets: This is issue does not happens all the time but it is consistent, is there anything I can do on my end to solve theMSP - how best to manage multiple customers
Hi Zoho, I'm currently evaluating Zoho Desk. I run an MSP which means I support multiple external companies. As such, I'd be using Zoho Desk to track tickets and tasks and the associated time spent. But ideally I want to group users and their tickets in to "customers" so that I can generate reports to show what work was done for a particular customer. I don't really see any obvious path to do this in Zoho Desk. There are 'Departments' - so I could create a Department for each customer. But this doesn'tWHMCS 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-builtZoHo Support | Duplicate Ticket Detection
Hello, Is there any way Zoho can "read / detect" an already assigned ticket number in the subject header or body of the email? Example: Ticket [## 19662 ##] **URGENT** Ocean Quote - Normagroup Now, when someone who was in copy replies to this email or an RE: gets placed in the front of the email automatically via outlook, our system creates an entirely NEW ticket which is then prompting us to search our tickets for "similar tickets" to then merge them... We're spending a TON of time merging and atNext Page
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Announcements
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 Android app supports file encryption within the app
Hello Everyone, In the latest version of the Android Desk app (v2.4.24) the files that are cached in the Zoho Desk app's private space will be encrypted. This is supported from Android OS version 6.0 and above. You can update the app either from theHTML - CSS Customization for Customer Portal
The customer self-service portal within Zoho Support is one of the easiest to set up amongst various available options to businesses today. We've had quite a few customers tell us about it over time, and we've internalized that as an important criterion while building features and enhancements to it. As easy as it is to setup, we've also heard from customers about more customization options we should build. As a result, we've started investing a lot of our efforts in that direction. Today, we'reAgents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:Introducing Shopify, HoduCC, Zapier, Salesforce and 15 more extensions for Zoho Desk
Deliver stellar customer service and win customer loyalty with Zoho Desk. Here's a list of all new extensions for Zoho Desk released in the third quarter of 2021. Connect your favourite business apps with Zoho Desk in a snap without writing a single-line
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Zoho Desk | Social | Facebook Message Keyword Length
Hi Zoho Team, Can you please answer this inquiry: How long the Facebook message keyword length can go?Automate Ticket Status Update
I'm setting up SLAs and would like to automatically update a ticket's status to 'Escalated' once either Response or Resolution times has lapsed. I already tried using Workflows but neither 'Is Escalated' nor 'Is Overdue' would trigger it. Is this evenSLA Resolution overdue - Update ticket status
Hi Zoho Team, Is it possible to auto update the ticket status if resolution SLA is breached? Best Regards, George Jr.Zoho Desk | KB Article
Good day Zoho Team! From the KB Module, if we publish an article these are the 3 options to whom can view the article: Agents, Registered users, All users Is there an option that both Registered users/customers and Helpdesk Agents can view the KB Articlesintegration between ZOHO Desk and 3CX v18
Hello, In the v18 release of 3cx, the variable for contactid has changed. This has changed to EntityId and EntityType. Can you provide a new version of the XML file needed for the 3cx extension for Zoho desk? thanks Ted
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 so that you can try them out and give us your feedback and report issues. This would help understand your requirements better and iron out any hiccups. Here's the link to register for the beta programs. Please select the feature from the "Beta Feature
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