Customer Supervision tickets
We have several clients who want one of the contacts to act as supervisor and visualize all the tickets of the other users. The "Customers can view tickets of their organization" permission is not enough because in this case you do not want all contacts to see the tickets of the other contacts in the organization. For security reasons, only contacts marked as supervisors could view them (The supervisor field could be a custom field). In the event that this is not possible, what would be the mostEarly access for instant messaging channel integrations
We're excited to announce four instant messaging ticketing channels—WhatsApp, Telegram, LINE and WeChat—for Zoho Desk. Integrating with these applications lets you receive and respond to real-time requests from customers through these popular platforms.Error using Copy and paste of a picture and Text into a ticket/comment from an email?
I have a customer who has emailed a request directly to one of my Support Agents and we're trying to figure out if there is a way to copy & paste text & an image(s) all at the same time into a comment on an existing or new ticket. Currently when he triesUser reports
Hello, Is it possible to create reports or dashboards in the end-user portal where the user can see the time spend on tickets for example? This way the customers can always see a real-time number of hours spend on tickets instead of waiting on a reportCreate 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 fieldsZoho Desk API - Rate Limits?
A number of posts on this forum state that the Desk API has no rate limits. For example - https://help.zoho.com/portal/en/community/topic/what-are-the-rate-limits-for-the-new-desk-apis-and-is-there-a-way-to-get-tickets-by-ticketnumber. However, I am getting HTTP 429 ("The maximum number of API calls that can be made per minute has been exceeded") error every now and then while running a bulk sync job. What is the rate limit for Desk API, if it has been formalized now?View for tickets that need a response
I noticed that there is currently a view for "customer responded tickets". I can't seem to figure out how to create a custom view like this. Is there a way to filter for tickets where the customer had the last response? Ideally, I'd like to create a view for my team that displays tickets awaiting a response from the assignee.Automation #4 - Auto Delete Tickets based on Rules
This is a monthly series in which 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. Unwanted tickets spammingAnnouncing 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 -How can I create a view on tickets followed?
In Desk, there does not seem to be an option to create a view to filter out tickets which the agent is a follower on. Can this be achieved?Incoherent values in views
Hello, I noticed that in my views in Zoho there are incoherent values appearing in several of them, can you tell if this is some kind of temporary error?Control Panel section in Help Center
Hi community, I was wondering what's the goal of the section ''Control Panel'' in the user profile: In wich way can we use this section? Thank you!!!Keep CC's on Forwarded emails
Hi We have a common case where an agent receive an email from a customer into their private address. Then this agent forward the email to the DESK account and this raised a ticket associated to the customer account. But if the first email from the customerSuscription status when adding a ticket
Hi Community, We have a field that give us the information about the suscription status of the account (e.g. active, unpaid). If the end user belongs to an unpaid account, they wont be able to register a ticket. Being said this, when we add a ticketSearch Operators
Can we add search operators to the desk search? Or the ability to refine a search with advanced filters?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 becauseQuisiera saber como configurar WhatsApp
Buena tarde, Ya tengo acceso a la beta cerrada de whatsApp pero al intentar configurarlo y aceptar los terminos. No realiza nada. Me pueden ayudar.Change subject after reply (two ticket systems)
Good day, we have the problem that we have partly on the other side also a ticket system (so no single person) and this of course also needs a ticket number in the subject. So we have the following workflow: 1. we open a ticket 2. email goes to the otherMicrosoft 365 Shared Maibox as Support Email Address
Hi, I would like to set up a shared maibox we created on Microsoft 365 (example: support@company.com) as the "Support Email Address" in Zoho Desk. An important note is that shared mailboxes in Microsoft 365 do not have passwords associated with them,How to do JWT authentication for non-zoho user?
Hello, I would like to use Zoho desk full support with chat, knowledge base, My Tickets and Create tickets types. As per documentation, it says using "Anonymous" user only submit ticket, can not view ticket history. So we have tried with JWT authenticationCustom Functions fail, user_not_in_org
Hello Zoho, We are using Zoho Desk for our helpdesk. Recently, we terminated a number of licences, including the original user who set up our zoho account. This has led to an issue with all our custom functions that use the OrgId parameter in Zoho Desk.Email adding to existing ticket
hello Is there some syntax i can add e.g. to the subject line / body of my email that when it reaches the Zoho portal will add the request to an existing ticket. e.g {123} Currently if i have an open ticket and a customer emails me direct, i then forwardProblem with scroll on tickets of a customer on resolution above 1920x1080
Hello, when I open a customer in full screen mode and click on "Tickets" there is no scrollbar. This means that I have no possibility to scroll through the tickets. Only when I reduce the window, the scrollbar appears. This happens in Chrome, FireFoxApparently Random ZohoDesk Sounds
My ZohoDesk makes apparently random noises: -Swishing Noise -(Shaking) Maraca Noise Not all of our agents report this issue. These are not associated with the live web chat. I can only assume they are linked to a notification setting. Is there any wayTicket Layout confusion with Portal View
Hi ZohoDesk, I don't find the Ticket Layout configuration very intuitive and was wondering if I am doing something wrong or there is a better way of doing this. Once I have a Ticket Layout set up, I can choose to have those fields available in the PortalSMS Integration
I'd like to add SMS capabilities for workflows on ticket escalations and internal notifications. there are a few different options. Any feedback on SMS people are using or what this community would recommend? We have Zoho One and are hoping to not addWhat are the formulas behind the system default dashboards?
We want to know the exact formulas especially for the "time based dashboards". For example the "First Time Closure" logic for the "First Call Resolution" dashboard is not very clear. How does the system calculate that a ticket has been closed at the first time? Please elaborate with further details.Ticket not savable when field is hidden
Hi, if a ticket is solved we must enter a resolution. I know that the resolution field is treated different than the other text fields, therefore it is difficult to check/validate if a resolution is added. Our current workflow is the following. We haveSwitch from SupportCenter Plus to Zoho Desk
Hi, Is there a migration path form SupportCenter Plus to Zoho Desk? Best Regards, jerry_3105Change Ticket Status on Reply
Is it possible to change ticket status on reply? I would like to be able to change the ticket status automatically from "Open" to "Awaiting Customer Response" when one of my agents responds to an email via the interface.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 theCreate ticket in a past via API
Hello support team, I want to create tickets via your REST API for Zoho Desk. Is there a possibility to create ticket with a time in the past? JSON what I want to send, for example (year 2012): { "contactId": "1999xxxxxxxxxxx3011", "departmentId":Direct Assignment Rules not assigning correctly to designated persons
I have set up direct assignment rules for account name, written exactly as per the CRM data. But tickets are not assigned, newly incoming tickets from registered accounts remain "Un-Assigned".Custom 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.Duplicate tickets when second department is CCd
Hello, We have two departments with their own email addresses. However customers often CC the other address, which is effectively creating a new ticket in the other department: 1. If a new email - will create one new ticket in each department 2. If aWhere do I edit the "Welcome to [portal name]" message
I am looking for a way to edit the "Welcome to" part of the message that is seen on the landing page (ex: https://help.zoho.com/portal/en/home). When I use the French interface, it doesn't make sense... I want to change it from "Bienvenue chez" to" Bienvenue au". Thanks!Using Zoho Desk as a Customer of Zoho for getting Support from Zoho
This is being activated for several people in our company, but is not working as per our expectation. We wanted all cases relating to our company to be visible to all stakeholders in the company. Currently, they can only view their own tickets. PleaseZoho Helpcenter - SAML Auth - Map Display Name and Username
Hello, i connected the Helpcenter Authentification with SAML and it works so far. But we want to map The Username and Display Name fields with SAML Attributes so that the Username/Displayname should be retrieve from our IDP when the User is created. But we can't find any documentation about that. Actually the Display Name and Username are automaticaly generated from the Email Address. Thanks in advance.Do contracts support prepaid blocks of time?
We have a need to create prepaid blocks of time and track them. Can ZoHo Support or any other ZoHo product provide this? Thanks, SeanControlling the order of events in a blueprint
I have a blueprint that send an email (from a template in zoho desk) to the user. The template uses the value from a custom field that is set during save via a workflow rule, also in the blueprint (both are in the "After" section of the transition)Next Page
Announcements
Early access for instant messaging channel integrations
We're excited to announce four instant messaging ticketing channels—WhatsApp, Telegram, LINE and WeChat—for Zoho Desk. Integrating with these applications lets you receive and respond to real-time requests from customers through these popular platforms.Automation #4 - Auto Delete Tickets based on Rules
This is a monthly series in which 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. Unwanted tickets spammingAnnouncing 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 -Automation #7 - Auto-update Email Content to a Ticket
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. Email is one of the most commonly used support channels and with Desk's easy setup you can easily convert your customer conversation into tickets. All you need to do is to forward the emails received at your support mailbox to Zoho Desk and every customer conversation is convertedZoho 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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How to handle big attachments in Zoho Desk
Hi, in our daily business it can be, that we have to deal with files bigger than 20 MB. Is there a easy way to implement Zoho Workdrive or OneDrive in Zoho Desk and give the end customer without big effort the possibility to upload their files. E.g. ifControlling the order of events in a blueprint
I have a blueprint that send an email (from a template in zoho desk) to the user. The template uses the value from a custom field that is set during save via a workflow rule, also in the blueprint (both are in the "After" section of the transition)Using Zoho Desk as a Customer of Zoho for getting Support from Zoho
This is being activated for several people in our company, but is not working as per our expectation. We wanted all cases relating to our company to be visible to all stakeholders in the company. Currently, they can only view their own tickets. PleaseAuto Clear Due Date when the field is updated
Hi, May I ask if possible to auto-clear the due when the fields are updated? - for example if we change the Classifications and Priority fields to "None" the due date will automatically set to clear/reset or "- -- -". Thank you!Controlling layout via other fields and labels
What are some ways to control which layout appears for a customer based on a choice from another field? It would be nice to be able to dynamically display the correct layout based on their choice in the classification or category field. Or, I wouldn't
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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 nextAnnouncing 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 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 versionsZoho 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 which
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