Ticket information add address in contact header
Hi Zoho Desk Team, Is there a way or is it possible to add the contact or the accounts name's address / country in the ticket information?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.Using the API to write/read data to a Custom field collection
We when create our tickets, we are selecting from a dropdown list of values. We would like to using the API add more values to the list so they can be selected. For example this is the ticket data. from https://desk.zoho.com/api/v1/tickets/394 ..... "cf": { "cf_company": "Zydus" } The user selected "zydus from a dropdown"; we would like to read all the available "cf_company" values in an API call and add more to the list via a post. We basically want to send information to Zoho, andHow to get the agent response to ticket
I get tickets details with Zoho Desk API, I cant get the "First agent response time for each ticket", How can i get this info ?Duplicate tickets in Zoho Desk
Hello, We have always a dupicate message when a customer answers to a ticket. I don't know where to set up thisCRM Related List - How to View in Desk
I have the Desk / CRM integration enabled. It seems to work fairly well, with agents able to pull up basic CRM info from Desk. However, one of the key pieces of information that would be helpful for agents - what product(s) the customer bought and whenDo we have API to find who last commented of the ticket?
I am searching for tickets via API. I want to pull who was the last commenter on the ticket. Do we have any API call or filter to find that information?How to disable the Login button in Desk Helpcenter
Hey there, I'm testing out whether the help center within Zoho Desk could replace our existing Customer FAQ. I tried to customize the themes for the public help center frontend, but stumbled across the login button in the navigation bar. Is there anyAdd posibility to select format for currency, decimal and integer fields
Right now it is not possible to select the format of currency, decimal and integer fields. For example, different clients prefer to use "." or "," special characters to separate thousands or decimals. A few examples which could be useful are: 1.234.567,89The image URL from Ticket API response is wrong
I attached a image when replying to a ticket on Zoho Desk. And the image URL that I got by inspect that image is image URL. But when I try to get that image URL by using "GET /api/v1/tickets/{ticket_id}/threads/{thread_id}", the URL I got is: https://desk.zoho.com/api/v1/threads/602128000001041131/inlineImages/edbsnb6e73af32a96c8276baef2cfab2e75aba2e8e4ec0c3cc97af961d8b596f17a305f07461bd45562191b6f936e0ca8394eda32ccae832833b938f6eea96a341ba47773348c8ddb0f2139359c3c3c39cd32?et=17dadeeac68&ha=ae044241b921f21304110139d38c2801b7a017624cebe792ab1d1ce3d6b0547f&f=1.png.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 theUsing Same Custom Field in Multiple Departments
We have a custom field of type "Pick List" with over 50 options in it. We want this same list to be available for more than one department. In the other departments, none of the values we have setup for this field exist though. So my question is: Is thereNeed to search keywords in comments
Hello Team, I need to search keywords (or more specifically a number) in a comment but actually it is not possible. For example when I search a "case number" like "123456789" in a comment it does not find ... Is there an option to activate ? ThanksZoho Desk cant access
Hi Zoho Desk Team, Facing this issue when accessing the url desk.zoho.com Asking for your advise Thank you!Feature Request on Ticket Number Ticket
It would be nice if the ticket number in a ticket near the subject line was a hyperlink to the ticket. This would allow us to easily copy the ticket number and subject and share it with a clickable hyperlink (since the URL doesn't actually display theAnnouncing 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 -Permissions Management for Required Fields
I want to be able to allow some users to edit some fields on accounts or contacts, but not other fields. It seems I am unable to set reader permission on the Account Name field and as a result the end users will need to be read only because we cannotPublic Dashboard Question
When accessing Reports > Dashboards there is a grouping called public dashboards. I don't see any documentation on what this means. Can you please let me know what public dashboards mean?Secondary email and ticket associates
If a contact has a primary and secondary email under the Zoho desk accounts, do tickets get associated with them regardless of which email address they come in as? I was thinking of setting a contact primary email as: no-reply@example.com secondary emailTicket closed - Lock ticket status update
Hi Zoho Desk Team, Is there a way to lock the ticket status field when ticket is closed? Thank you.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, SeanInvalid API Key
More than 1/2 our user base has not been able to get into our ZOHO desk app today. This morning out of nowhere users are getting the following error: {"result":"failure","cause":"Invalid APIKey"} I already put a ticket in this morning at around 8:30-9:00 and have not had a response, ETA, or any other type of information. What is the cause of this error? Nothing has changed on our end and it was working fine the previous day.Email to all contacts, e.g. notification about downtime
Is it possible to write an email to all contacts which are signed up to the help center for example to notify my customers about a maintenance or downtime or change? RegardsHow to remove agent login link in my area tab of help center
How to remove agent login link in my area tab RajeshZohodesk Advanced Web Form redirection problem
Hi, I am encountering web form redirection error. Once user submits the form, the form will then create a ticket but do not redirect on the same web form. as the instruction specified, if we want to redirect on the same form, we should input asteriskMake a read only version of KB permalink available without a login
Is it possible to publish a permalink on a Read-Only mode to users without a login. Anyone wanting to engage (Comment / Like) on the link needs to login, but for users, who are outside and need it for a handy reference, is it possible to view the linkMaking Attachment mandatory when sending a ticket
Hi guys! Is it possible to set the Attachment as mandatory when creating a new ticket? Or even making it mandatory conditionally would be the ideal, as in "If this field is "xxxx", then an attachment is mandatory". I found this for all other fields and it works great, but I couldn't find the option for the attachment. Thanks!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 addressedHiding a ticket from account
Hello, We are looking for best practices around making a ticket "internal". Our customers are able to view all tickets associated with their account via the help center. However, we have multiple scenarios for tickets that need to be aligned with the account, but "hidden" from contacts within the account. I noticed an idea to use another department and make it private, but that requires a bit of administration overhead, especially around reporting and ticket movement. Ideally a checkbox indicatingticket not show
ticket 108 is not show on page all ticketEmail template translation
Hello! Can you help me to understand how to translate email templates quickly from English to my language (Italian)? I have over 10 departments and there are about 70 Email Templates per department. It looks like a huge job. Is there an alternative wayViews accessible in multiple departments
I've noticed views are specific to department. This makes sense for tickets, but for stuff like contacts and accounts it's somewhat confusing to have to recreate them for each department, and then they disappear all together when you select all departmentsticket field visibility based on another field
Hi, I would like to be able to show/hide certain fields based on the value of other fields. This is basically exactly what Zoho CRM has (layout rules). How can I achieve that? ThanksFeature Request: Dynamic Date Filter Criteria
Please implement the ability to select a dynamic date for all Filter Criteria. This would be helpful to create views that don't constantly need to be updated (example custom date field on an account) Examples: - Today - Tomorrow - This week - This MonthTicket reassignment to original ticket owner
Hi Zoho team! Is there a way to reassign the ticket to the original ticket owner? Like when ticket is newly created the ticket owner is Agent1, when i created a workflow to assign the ticket to agent2 when status is In Progress But in For Closure statusEmails that have multiple contacts in cc
Hi there, I am thinking about using desk to manage all emails that are sent to our project management team. Often there are multiple people included in the emails, more people from the customer and more project managers from our side. When this happensHow can i send html data in email to a customer's ticket using deluge.
Can anyone just help me out from this problem. I want to send an email over a customer's ticket. I want that customer should get the executed html code. But i'm not able to send it. Customer is getting plain text with all html elements. like this:- <divAutomatically prevent some contacts from being CC'd
Is there a way to automatically remove certain contacts from the CC of a ticket? There is one email address which is included as a cc on several tickets, however we would like it to not be included in future correspondence, so we would like to automaticallyHow to send emails from a ticket via deluge script
We are planning to send an email from a ticket via deluge script how can we do that?Feature Request: Add an Agent View tab on Agent Management Screen
Please add another tab that shows full agents. Currently there is All Agents and Light Agents. It would be great to see a list of agents that are not Light Agents.Next Page
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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.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 -Automation #6 - Prevent Re-opening of Closed Tickets
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. Typically when a customer submits a support ticket, it is assigned with a status to map its journey. Zoho Desk provides you with four default statuses: Open, Oh hold, Escalated, Closed; along with the option to create your own statutes which can then be mapped to these default ones.WhatsApp for Zoho Desk is now open for beta access!
Greetings from Zoho Desk! We are thrilled to announce that WhatsApp for Zoho Desk, powered by Twilio, is now available for beta access. Multichannel customer service doesn't completely serve its purpose until you support customers in channels that are most convenient to them. It makes the customer's life easier when getting an issue resolved is as simple and quick as talking to a friend. With over two billion users worldwide, WhatsApp is the most popular chat application around the world. ThisMultilingual Knowledge Base is now available for beta access!
Hello, everyone! We are thrilled to announce that Multilingual Knowledge Base is now available for beta access. This will be a big enhancement to your efforts in providing self-service for customers across the world. Here's what we have in store: A
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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 -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 addressedSLA Response time to NBD (Next Business Day)
Hi Zoho Desk Team, Is it possible to set the SLA response time to next business day? Ex. Ticket was received today but the response time is for NBD (Next Business Day) Within 8AM - 5PM the agent must respond to the requestor, and if the agent did notGet all tickets with zoho desk API
- How can i get tickets based on grater then specific date (e.g url/api/v1/tickets?where created time > 20/07/2021) ? - How can i get the 'Agent response time' with API call ? - Can i get tickets based on offset ? Thank you.Views accessible in multiple departments
I've noticed views are specific to department. This makes sense for tickets, but for stuff like contacts and accounts it's somewhat confusing to have to recreate them for each department, and then they disappear all together when you select all departments
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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 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
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