"Display Tickets from private departments in the Help Center" and "Show departments list page on choosing to submit a ticket" don't works in my environment Zoho One
Hello, I've set up a help center with a public department and several private ones. In the help center settings, I have validated the following 2 options: - Display Tickets from private departments in the Help Center - Show departments list page on choosingCierre de Ticket En espera, luego de 24 horas
Hola. Actualmente veo que no puedo crear una regla cuando el ticket se encuentra en espera por 24horas. Este cierre de manera automática. Ya que en el personalizado de la fecha, seleccionas una fecha/hora en específico pero no las 24 horas que el ticketCreate comment with custom zoho id
Hello, It's possible to create a comment with a custom zoho id with this endpoint : api/v1/tickets/{tickets_id}/comments ? At this time when I create a new comment by default the commenterId use the authtoken informations. It's not possible to post a body like this : { 'content' => $this->content, 'commenterId' => '142550000000184001' } ThanksHow to apply blueprint on tickets that created from IM module
Hello, I have an issue applying blueprint on tickets that created from WhatsApp conversation, the tickets matches with the blueprint criteria but still we are not able to put these tickets into the blueprint. I've tried with deferent type of tickets andSchedule email response from Zoho Desk
Would like to schedule responses to tickets opened by customers to be sent at their morning time. Is this possible?Desk Sandbox
Hello folks, As most of main Zoho software (CRM, Creator...) have a sandbox account. How feasible Desk will have the same in a short coming time? Is it an option in development? Thanks!Sorry! I'm not yet ready to answer you.
How do I configure Zia to start answering. No matter what i do Zia just says " Sorry! I'm not yet ready to answer you."Zoho Desk iOS app update
Hey Zoho Desk Community, In the latest iOS (v2.8.3) version of the Zoho Desk mobile app, you can now respond to customer requests that come in through Instagram Posts and Direct Messages. This update also provides support for replying directly to specificRemoving new sparkles next to the setup/gear button
Is anyone else annoyed by those new sparkles next to the setup/gear button on the top right of your zoho desk screen? I would like to get rid of them but I asked a customer service rep and they said they're permanent now.How 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?[Beta Feature] Parent-Child Ticketing
Hello there, a beta parent-child ticketing feature has recently been made available for some, read more here: https://help.zoho.com/portal/en/kb/desk/ticket-management/articles/understanding-parent-child-ticketing-system#Business_scenarios I would likePlease 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 a workflow to merge duplicate tickets
My backup solution will send me automated emails whenever a workstation goes from a status of "healthy" to a status of "troubled", and then send me another email whenever they go back to "healthy". I have it forwarding these to my support inbox, and itSetting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer andDelete a department or category
How do I delete a Department? Also, how do I delete a Category? This is pretty basic stuff here and it's impossible to find.Removing one commend or thread from a ticket
Hi, Sometimes, and against our warnings and disclaimers, our users still send a password in a ticket. Is there any way to delete that thread/comment within the ticket, which contains the secure data? Currently, we are forced to inform the user of it,Calculated fields and Relate Fields
Assigned from label and length, hope Zoho could also provide an option to mark a field as a calculated field and create the formula right there without having to go to workflow. Also, hope Zoho could provide a relate field that can relate to data from other modules (e.g. relate a task to a ticket or a user)ZohoDesk outgoing emails blocked by SpamCop
Some outgoing messages being rejected as junk mail because ZD mail is blocked by SpamCop's filter This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This isMissing Zoho Desk Data in Zoho Analytics
Hello, we have problems with the synchronisation between Zoho Desk and Zoho Analytics. We don't have general sync issues, it's individual records that are present in Zoho Desk and not showing up in Analytics. Of course, we have already tried to startAll emails out of desk bouncing back as undeliverble
As of about 3:45 pm central US time, all of our outgoing emails from desk began bouncing back as undeliverable. Contacted Zoho support who could not find the problem. Our email accounts are sending emails just fine from outlook. Is anyone else experiencingWe're revamping how you name custom fields.
Dealing with APIs and custom fields on a regular basis can prove to be tricky. When you create custom fields using an API in the back end, these fields are replicated in the GUI of your Zoho Desk modules. The labels your developer gives to every customTurn Ticket into Zoho CRM Lead
Is there a way to set up Zoho Desk -> Zoho CRM integration in a way that would allow out support agents to turn a Help Desk ticket into Zoho CRM Lead?Product List in Desk - sync with CRM
Hi, I have Product Sync enabled in Desk with CRM. I have selected only certain products from a view I have created in CRM which is what I would like synchronised. However, all products from CRM are showing in the Product field in Desk. Some products areAssign tickets to agents in a defined sequence
Hello everyone! Assignment rules in Zoho Desk provide an automated mechanism to distribute tickets among agents based on predefined criteria. This ensures a streamlined and efficient way to manage customer requests. Currently, there are two types of rules:Zoho Desk's Instant Messaging | Feature Update | Status and Notification Settings
Hi All, We have some helpful new features to highlight in Zoho Desk's IM module. Set your status as online or offline Instant Messaging has become one of the most popular tools for delivering customer support. One of the most simple, practical featuresUsing SMTP to manage outgoing email via an O365 shared mailbox
We use Microsoft 365 and would like to start using their SMTP to manage outgoing emails for our various Zoho departments. The issue we're running into is authentication - since each department is built using a shared mailbox, and shared mailboxes don'tNew to Zoho Desk -- Layout versus ticket template
Are ticket templates just subsets of layouts? I'm still a bit confused as to what the difference between the two is.Knowledge base bug - Error: Article couldn't be updated.
It took me a while to figure this out, truly one of the most irritating bugs in Zoho. I hope you find this information helpful. When using the knowledge base to create articles, make sure your keywords are in lowercase and separated by commas. Otherwise,Automation #3 - Auto-sync email attachments to 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. Most of our customers use emailFilter Emails Based on CC'd emails
3 years ago, a user submitted a question about having a filter based on the BCC (here). I'd like to know if there is an update for the said feature. I'm trying to create a filter using the CC field or the other recipients of the email. Is this now possible?We are making preparatory changes to the Ticket ID field type!
Ticket ID field in Zoho Desk serves as one of the key elements of the system. Our current implementation only supports numerical values for Ticket ID. This certainly limits our customers from customizing the Ticket ID. With the above challenge in mind,Error: Zia powered by Chat GPT (Zoho Desk)
See attached image. I get this error when trying to use Zia powered by ChatGPT in Zoho desk. How can I fix? Yes, I do have credits in my OpenAi account and yes I've confirmed the API Key is accurately added into Zoho Desk...Thanks for your help.Update Comment Field via Macro
Is there a way to update the comments in a ticket, via a macro? I see how to update the resolution via macro, but I cannot see a way to update the comments. Am I missing something?Confusing Ticket Views for End Users
The tickets' statuses don't necessarily equal the VIEW choices for the END USER in the self service portal. For example, what's ON HOLD for AGENTS is actually AWAITING INFO for the END USER. More specifically, when the AGENT needs more info from the ENDArrow keys have stope working in the description Panel
So weird little issue, when I am typing up a description in a time entry the arrow keys for left and right have stopped working I can still go up and down but side to side just does nothing, to my knowledge i have not changed anything but was wonderingHighlight Field in ticket information sidebar
Hi, we have a custom field, that get the data (support stop date) from the products. Now I want to validate this field and if the date is older than the current date this field should be highlighted. See the attached picture for clarification. Is thisAutomation #9 - Convert Zoho Desk Tickets to New Deals in Zoho CRM
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 on optimizingZoho Desk integration to Books, CRM, Inventory stopped working.
Wondering if it's just us. I don't believe any security permissions were changed in our tenant, however after nearly a year of using these integrations with desk it has stopped working stating "Insufficient Privileges to perform this operation. ContactZoHo 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 atSLA configuration
Hi, I am currently configuring a SLA in our Zoho Desk instance and I can't find the setting, how to define a fixed resolve time. The use case is the following: If a ticket is created and the customer has no SLA set a resolve time 15 days after and theNext Page
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Announcements
Zoho Desk iOS app update
Hey Zoho Desk Community, In the latest iOS (v2.8.3) version of the Zoho Desk mobile app, you can now respond to customer requests that come in through Instagram Posts and Direct Messages. This update also provides support for replying directly to specificWe're revamping how you name custom fields.
Dealing with APIs and custom fields on a regular basis can prove to be tricky. When you create custom fields using an API in the back end, these fields are replicated in the GUI of your Zoho Desk modules. The labels your developer gives to every customAssign tickets to agents in a defined sequence
Hello everyone! Assignment rules in Zoho Desk provide an automated mechanism to distribute tickets among agents based on predefined criteria. This ensures a streamlined and efficient way to manage customer requests. Currently, there are two types of rules:Zoho Desk's Instant Messaging | Feature Update | Status and Notification Settings
Hi All, We have some helpful new features to highlight in Zoho Desk's IM module. Set your status as online or offline Instant Messaging has become one of the most popular tools for delivering customer support. One of the most simple, practical featuresAutomation #3 - Auto-sync email attachments to 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. Most of our customers use email
Most Discussed Topics
Problem on a Workflow
Hi all, based on this answer: https://help.zoho.com/portal/en/community/topic/loop-with-other-ticket-system we have a problem if the process includes multiple criteria (see the screenshot): If we have only point 1 and 2, the workflows works properly.Removing new sparkles next to the setup/gear button
Is anyone else annoyed by those new sparkles next to the setup/gear button on the top right of your zoho desk screen? I would like to get rid of them but I asked a customer service rep and they said they're permanent now.Using SMTP to manage outgoing email via an O365 shared mailbox
We use Microsoft 365 and would like to start using their SMTP to manage outgoing emails for our various Zoho departments. The issue we're running into is authentication - since each department is built using a shared mailbox, and shared mailboxes don'tHow do i send an automated email 10 days after closing a ticket
I am trying to set up an automated email to the customer a set period after the ticket is closed. I have created the email template, but i cannot work out how to set the trigger to send this out. Can someone point me in the right direction please? IfAutomatic ticket owner assignment for email response - workflow is not triggered
Hello, If a completely new ticket is answered via e-mail, the current user is automatically set as the ticket owner. However, this action does not trigger the workflow... Trigger: Criteria:
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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!Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpZoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteAnnouncing 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 theWebinar 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 service
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