Add Hyperlink Functionality in Zoho Desk Email Template Editor
Dear Zoho Team, We would like to propose an enhancement to the Zoho Desk email template editor to allow the inclusion of hyperlinks directly within the email templates used for ticket replies. Current Situation: Currently, when creating an email templatePrevent Zoho Desk Functions from Being Considered Manual Updates by Users
Dear Zoho Team, We would like to request an enhancement to Zoho Desk to ensure that notifications are not incorrectly triggered for admins when functions or workflows are executed on tickets. Current Behavior: When an admin creates a function/workflowInviting Clients to Meetings and Receiving Meeting Invitations in Zoho Desk
Hello, We are a B2B and therefore we need our agents to be able to send and receive meeting requests in Zoho Desk. We use one support address for our clients and we then assign tickets by the manager of the Deal in Zoho CRM. We want the assigned agent to be able to accept a meeting invitation from a client and have it integrate with their calendar in either Outlook or Zoho Calendar. We also want an agent to be able to invite a client to a meeting from Zoho Desk. Ideally sending a meeting requestEnable department switch on Setup pages
It is no longer able to switch departments when on the setup pages - this is blocked. Because some features are department specific and some are not - this would be a helpful toggle. Also it would be helpful if the differences were highlighted globalWhy is my Lookup field not being set through Desk's API?
Hello, I'm having trouble setting a custom field when creating a Ticket in Zoho Desk. The endpoint I'm consulting is "https://desk.zoho.com/api/v1/tickets" and even though my payload has the right format, with a "cf" key dedicated to all custom fields,Treat Submit a Ticket Form's Description Field Like a Dynamic Search for Related Articles?
Does anyone know if this is possible? If someone skips the KB and goes straight to the Submit a Ticket form, we would like to include a widget on the side that displays a list of related articles based on the words being typed into the Description field.Move a ticket from one department to another without creating the product in both departments
Hello everyone, I am having serious problems with the products. When a customer creates a ticket in a department and selects a product by mistake and we move it to the corresponding department it automatically creates in both departments the product.Auto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensureWhatsApp and Desk ticket integration not working
Good morning, We have integrated WhatsApp for Business into our Zoho Desk and we are able to have conversations with our clients without any problems. We are also able to raise a ticket from a WhatsApp message, however this is where the integration seemsDisable 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.Zoho Desk Notifications Stopped
It appears that the notifications in the desktop web session have stopped showing up so I no longer get the red dot appearing over the icon to show a new one. The last notification listed is 30th August after that, nothing. Does anyone have any insightsChanging Color Theme of Guided Conversations
Hello, We have recently added Guided Conversations to one of our websites, but I am wondering if there is a way to customize the color scheme so it matches the appearance of the website? Thank you in advance!Securing Your Knowledge Base in the Help Center
Hello Everyone! Welcome to this week's edition on customizing the Knowledge Base in the Help Center. As the core of self-service for customers, the Knowledge Base is essential, but some organizations, like ZylkerShop, choose to restrict access to registeredCan you schedule a Zoho Meeting from within Zoho Desk?
Can you schedule a Zoho Meeting from within Zoho Desk? Doing so would be a very quick and useful way to setup suture meetings with clients.Logo image in snippet is not being displayed
I was using a logo image in our snippets since we began to use Desk and it has disappeared about a week or about 10 days ago. I just was able to check it and found out that the snippet area is not displaying any of the pasted jpg, png or tiff images anymore.How do I change the default close status when I hit the "Close Ticket" Button?
Hi Gang I have several closed status, however I want one as the default. At the moment it is defaulting to one that I don't desire. How can I configure it so that it defaults to my preferred close status?Workflows being applied and the Large unwanted popup
When a workflow is being applied do to an action, then the Agent is left with a large Window asking if they would like the see the changes this workflow did. Is there any way to disable this prompt from appearing?CRM Related Lists in Desk
I set the name of the Custom modules in CRM as ShipmentItems in zoho desk. Where should I see this modules information in zoho desk?[solved] #original_sender trick not working for us
Hello community ! We really like DESK.. it's working like a charm for us but I have a request. Some users are sending emails personnaly to me (instead of using the support adress).. and I saw there was a possibilty to use : #original_sender {mail@mail.com}Can multiple agents be assigned to one ticket on purpose?
Is it possible to assign one ticket to two or more agents at a time? I would like the option to have multiple people working on one ticket so that the same ticket is viewable for those agents on their list of pending tickets. Is something like this currentlyAttachments on Forwarded or Replied emails
Replying to an email with previously attached files all attachments are removed. Forward cannot be used as the email is flagged as private. Is there a way to reply to include attachments to a reply as the alternative right now is download all attachments, compose the reply, re-attach all attachments which is very cumbersome to do.How do I change the Subject header when I reply please, it contains Re which I want to remove.
Hi Zohodesk, When a customer logs a call we have amended the Acknowledge on new Ticket template so the subject header has "Ticket Id" at the start of it. When we reply the customer gets Re: and then the Id and I can't see a template for this? Can youTicket Status Colors
Can i change the colors of Ticket Status in the admin panel? Or even change the background of the entire cell of a Critical ticket? This way its easy for my agents to see a urgent ticket when it comes in. Right now everything is black text. Here RightIntroducing the inline translation feature in IM module - iOS18 feature.
In the latest version(v2.8.26) of the Zoho Desk iOS app, we have supported inline translation feature within the IM module, enabling real-time translation of text messages. This enhancement improves the user experience by facilitating smooth, multilingualSplit ticket option is not showing on the "More actions" menu
Hi Team! I want to report that the "Split as new ticket" option is not showing on the "More actions" menu, as showed on the documentation on: https://help.zoho.com/portal/kb/articles/spawn-a-new-ticket You can see this behaviour on our client the followingUnified WhatsApp Number Management in Zoho Desk and SalesIQ
Dear Zoho Desk Support Team, We are currently utilizing both Zoho Desk and Zoho SalesIQ for our customer support operations. While both platforms offer WhatsApp integration, we are facing challenges due to the requirement of separate WhatsApp numbersZoho Desk - Archiving Contacts
Hi, We have a lot of customers in Zoho Desk with associated contacts. When a contact leaves we want to be able to still have their tickets in our history as this is important. But we don't want to have all these contacts that no longer work for the company.Editing the Ticket Properties column
This is going to sound like a dumb question, but I cannot figure out how to configure/edit the sections (and their fields) in this column: For example, we have a custom "Resolution" field, which parked itself in the "Ticket Information" section of thisZoho Desk layout Save
Hi Every time I try and update the customer layout and save it comes up with - Unable to process your request Please helpLink Zoho Projects Task to Zoho Desk Ticket
Currently the integration between Zoho Desk and Projects only works by linking Desk Tickets to Project Issues. This works fine, but we use Zoho Projects for much more than just issues. It would be very helpful to have the option to link a Desk TicketURL field dependant on account
Hi all, I'm trying to do something with dependant fields but don't know if it is possible. With another service desk solution I have used in the past, it was possible to have fields that auto-populated with information based on the account name. In thisASAP Unable to raise ticket
Hi, I have created a new ASAP widget, but when you click on raise ticket in both the preview and live, it just presents a blank box with no form to fill out. Can anyone assist?Optimize your Knowledge Base for enhanced visibility with meta descriptions
Let's explore the importance of a meta description for your article. Imagine a diligent writer named Damon, who has been working tirelessly on a knowledge base article for his website. He knew that a well-crafted meta description was crucial to attractDisplay a field of an Account on the Ticket view
Hi there, We would like to display of the Account of the user submitting a ticket on the ticket view. See for example: How can this be achieved? It doesn't really matter where it will be placed as long as it is shown there. Thanks, SnirEmail Approval in Zoho Desk
Hello! We would like to set-up an approval process, so that agents will prepare the reply to a ticket, the reply will be sent to an agent who will act as approver and then the approver should have the option to: -Comment requesting for improvement ofHow do I customize the Knowledge Base tab in our customer portal?
It looks like we only have the option to customize the Home Page of the customer portal. How can I gain access to control what shows on the the Knowledge Base? It shows 'Recent' and 'Most Viewed' articles - but what if I want to arrange specific linksIntroducing 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-childInventory in Balance sheet not matching with Inventory Valuation Summary
Dear Support Team, Our Inventory report is not matching with our Balance Sheet numbers due to a transaction (transaction id - 1802787000001190000) amounting to Rs. 48,700. This transaction happened back dated on 01st Apr 2024. Till August end, our inventoryGenerating Ticket Report listing
Hi. I am trying to generate a report where I need to get all the tickets created in tabular form. I was able to generate the report but upon checking details, the report only includes channels - web, phone and email but not tickets having Portal as theDefault/Private Departments in Zoho Desk
1) How does one configure a department to be private? 2) Also, how does one change the default department? 1) On the list of my company's Zoho Departments, I see that we have a default department, but I am unable to choose which department should be default. 2) From the Zoho documentation I see that in order to create a private department, one should uncheck "Display in customer portal" on the Add Department screen. However, is there a way to change this setting after the department has been created?Next Page
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Auto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensureSecuring Your Knowledge Base in the Help Center
Hello Everyone! Welcome to this week's edition on customizing the Knowledge Base in the Help Center. As the core of self-service for customers, the Knowledge Base is essential, but some organizations, like ZylkerShop, choose to restrict access to registeredIntroducing the inline translation feature in IM module - iOS18 feature.
In the latest version(v2.8.26) of the Zoho Desk iOS app, we have supported inline translation feature within the IM module, enabling real-time translation of text messages. This enhancement improves the user experience by facilitating smooth, multilingualOptimize your Knowledge Base for enhanced visibility with meta descriptions
Let's explore the importance of a meta description for your article. Imagine a diligent writer named Damon, who has been working tirelessly on a knowledge base article for his website. He knew that a well-crafted meta description was crucial to attractIntroducing 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
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Is there an chat integration for internal use only?
I'm thinking to integrate a viber app to zoho desk but for an internal only. Like when someone message in a group chat it will pop up inside the zoho desk. Is it possible?Zoho Desk Notifications Stopped
It appears that the notifications in the desktop web session have stopped showing up so I no longer get the red dot appearing over the icon to show a new one. The last notification listed is 30th August after that, nothing. Does anyone have any insightsAnswer Bot configured and tested on All Departments but says it isn't enabled within a ticket?
Hello there! I have been configuring the Answer Bot and have a couple of questions as I think I am missing something within the configuration. I have created an Answer Bot, choosing to add this in All Departments. We have two departments and two setsCreate a report that would reflect linked JIRA ticket on a Zoho ticket
Hi Support team, Would just like to ask if there is a way to create a report in Zoho Desk where it would show list of zoho desk ticket details (Ticket ID, contact name, subject, etc) and it would also show the JIRA issue it is connected to?Do not Receive Notifications on top Right When Email Comes in
Hello, Some time yesterday or two days ago, I am unable to get notifications found here: I still get emails to our domain, but just do not get any notification on Zoho.
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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, GreenEdit 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-importantLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools2024 Email Authentication Standards: Elevating Security with Google and Yahoo
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