Change the behavior of the accordion in the Help Center
Hi Zoho Community, in the Help Center there is on the right side a accordion tree. Is it possible to change the behavior of the accordion like there is all expanded or I can select which I want to collapse? Thanks in advance. BREarly 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.Hide other departments when submitting a new ticket via customer portal
Greetings, I hope find all doing well and safe! I have 5 departments. The customer user (end-user) that belongs to department 1 can't see others department, the end user that belongs to department 2 can't see other departments an so on. I have made allProfile pictures not visible on Firefox browser
Hi, I have some uncanny situation with my agents' profile picture. Some are using Firefox, and others use Chrome. They have strictly similar personal settings as well as roles, profiles, and every other permission. Problem is as follow: agents using FirefoxHow do I setup receiving a notification when a new ticket is created?
I have the free edition of Zoho Desk, and want to receive an email every time a contact/user submits a ticket.For changing font
Hello, This is regarding for implement of font.Search tickets by thread conversation content in Zoho Desk
Hey there, I just tried to search a ticket and was not able to find the ticket by a text snipped from the email conversation in the ticket. Advanced search also has no option to search in email bodies or conversations. Is this really not possible? Thanks!Recovering a disabled layout
I accidentally disabled a custom layout. I tried to recreate the layout but get the error message that one with that name already exists. How do I recover the original layout.Is there a way to automatically create support tickets on a recurring basis?
I have a list of tasks I'd like to make sure my team gets done on a daily basis and get credit for the work. I'd like to automatically create a ticket every day (per task) but can't seem to figure a way to do this. Any advice is appreciated.Private vs public thread
Hi team! When we are working on a ticket, we use private threads to comunicate with other agents from the departament and also public threads in order to comunicate with our clients. We have been recognizing that when we switch from public to privateCounts not show in All Views but present in Starred Views
Hi ZohoDesk, It would be great if the counts shown in Starred Views showed in All Views please? Regards RichAnnouncing 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 to remove the "disable ticket closure notification" from agents profile?
Hi May I know how to remove the "Disable Ticket closure notification" function for support agents while closing the tickets? Actually, support agents are disabling the closure notification before closing any tickets. I want to remove the disable functionContact Name - First and Last Name
I've enabled integration between CRM and Desk and so far, this seems to work fine. This syncs contact first and last name in Desk with contact first and last name in CRM. Problem I am experiencing is that when in DESK a new contact is created on incoming emails, it puts first and last name combined in the last name field. So - if name is John Smith, it creates a record with first name = empty and last name = John Smith. This creates a lot of data maintenance which I want to avoid. Is there a settingHide ticket status after event
Hi, we have created the status "Waiting for customer registration", that sets the ticket on hold. If the registration process is completed the ticket switches to "Open - under analysis". The problem know is, that it can happen, that the customer himselfSelf-Service form channel to Web
Hi, When our customers fill in the self-service form in Desk portal, all new tickets are registered on "Web" in the "Channel" field. Customers cannot change the "Channel" field. We've created the value "Self-Service Portal" in the "Channel" field a longAutomation #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 spammingSaving Attachments
When someone sends an attachment though Zoho Desk - is it possible to have the document saved. I'd like to create a database of all attachments sent though Zoho Desk.Unit price is still visible
Hi, my problem is, that I have changed the Unit price in the products to "Don't show" and in the Ticket the Unit price is still visible. I don't know what I do wrong or what setting I have missed. Please give me a hint. Thanks in advance. BRImporting Help Center - from export Help Center
Hi guys, I'm trying to import a copy (which I exported out of DESK) of our help center into a new Zoho Desk environment. Though, when starting the import, only 5 fields are able to be mapped. What I don't understand is, I just exported the Help CenterCan I close a call "Silently" so it doesn't send a close email?
Hi ZohoDesk, Is there any way of closing a call silently so it doesn't send an email. Scenarios where this may be required. An Account Manager logs a call for a client which is a discussion internally. They want something to be actioned for the client.Delay send for ticket responses
Is there any news on being able to delay send ticket responses similarly to delaying sending emails. I don't want customers to know I am working late into the evening and would like to delay the response until the next morning?Zoho Desk feature for a customer so they can view all tickets entered across their company
How do I accomplish the following? Let's say for example that for the ACME company, they have three people on the team entering tickets. Let's say we have bill@acme.com, hillary@acme.com, and jane@acme.com. If Jane enters a ticket, is there a way so that Bill and Hillary can also see details of Jane's ticket? Thanks Glenn GoodrichDisplay tag names in status mode views and inside tickets
A similar feature already exists in Zoho CRM and that makes specific module entries easier to identify visually. Please consider implementing something similar in Desk tickets. I got two suggestions but both are related to tags in tickets. 1. Make tag names visible in tickets. At the moment only the number of tags is displayed without the actual names. 2. Make tag names visible in ticket preview information in status modes. At the moment nothing related to tags is displayed. I know you can createManage tags from within a ticket in the latest version of the Desk iOS mobile app.
Hello All, In the latest version of the Desk iOS mobile app (v2.6.9), you can now add a new tag or select existing tags or remove them from within a ticket in the mobile app. Please check the screenshot below for your reference: Please update the appSend Notify on new Ticket to a Team based on customers email address AND only on these addresses
Hi ZohoDesk, I would like to have Team A receive a Notification on every ticket created. I would like Team B to receive a Notification email only if the incoming ticket contains elements of a certain group of customer's email addresses only. They shouldImportant - Security information for Zoho Desk ASAP (Android)
Hello ASAP developer, Recently, we were made aware of a dependency confusion vulnerability when JitPack is used to resolve application dependencies. The applicability of the security risk depends on your application build configuration: 1. You includeHow do you handle initial setup
Can anyone give me advice on how they setup their accounts if they use Google for their emails? We use some google group emails currently Parts@ Install@ Service@ Support@ Currently they go to multiple people and we reply all to ensure we don't duplicateCreate 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 fieldsCustom Buttons
Is there any way to create a "Custom Button" that would initiate a workflow, or call a custom function, preferably directly from a ticket? In Zoho CRM records can have custom links and buttons that make outside integrations relatively simple.Agent name in signature
Hi there, I have a several users in a department to answer support tickets. What I would like is to have the Agent's name added to the standard signature for the department, I have tried using template fields ${User.FirstName} however this is not parsed out. Is there any way to do this, similar to an email signature?Error in creating the ticket.
import requests import json auth_token = "#####" org_id = "####" OAuth="Desk.tickets.CREATE" ticket_data = { "subject": "Testing", "contactId": "2575624000007985016", "departmentId": "741236985" } headers = { "Authorization": auth_token,Unable to Add Light Agent to Team?
Hi ZohoDesk, I have been asked to add a Light Agent to some rules I have configured. These rules use Teams as the notification target. When I go to add the Light Agent to the list of people in that Team they don't appear in the list? It looks like IRound Robin: Incoming tickets when agent queues are full
Hi, We were testing Round Robin and noticed the following: If a ticket comes in and every agent's queue is full (i.e. their number of open tickets is equal to the threshold value), then the ticket remains unassigned. When an agent's queue opens up, theHow to search tickets using custom fields
Hello everyone, I'm trying to use deluge on Zoho CRM to find all tickets from our customers. We identify they using a custom field on Zoho Desk called "id_ideris". Here's what I did: id_ideris = 13238; mp = Map(); submp = Map(); submp.put("cf_id_ideris",id_ideris.toString());Deluge Tasks and Ticket Tags
Can Deluge be used to add Tags? I'd like to take the process outlined here and tag tickets automatically: https://help.zoho.com/portal/en/community/topic/automation-11-auto-update-custom-fields-with-values-from-emailsCan I use a parameter to specify the Agent in views and beyond?
Hi ZohoDesk, In views, and potentially throughout other rules and workflows can I specify a parameter to specify the Agent like this example? many thanks Richhow do I create a view in tasks "My & My Team Open Tasks"
Hi, I want to have a custom view which shows both my open tasks and my teams open tasks in one list. If you see attached I need to enter the name of the agent or team - but how do I do it for "myself" or "my teams"? ThanksApproval Tab/Process Should be Improved
Current, the approval tab process is lacking quite a bit of functionality that we think is really important: 1. When the person is approving/Denying a request, they don't have a way to leave a message/comment connected to that approval/denial. Just simplyRedirect Button URL
I would like to modify the url that some of our buttons are pointing to. I would like to change the url of the add a ticket button in 'the My area' section from : https://community.mycompnayname.com/portal/en/newticket to https://community.mycompanyname.com/portal/en/newticket?departmentId=464124000000006907Next 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.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 #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 spammingManage tags from within a ticket in the latest version of the Desk iOS mobile app.
Hello All, In the latest version of the Desk iOS mobile app (v2.6.9), you can now add a new tag or select existing tags or remove them from within a ticket in the mobile app. Please check the screenshot below for your reference: Please update the appImportant - Security information for Zoho Desk ASAP (Android)
Hello ASAP developer, Recently, we were made aware of a dependency confusion vulnerability when JitPack is used to resolve application dependencies. The applicability of the security risk depends on your application build configuration: 1. You include
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Remove System Defined Ticket Layout
Hi ZohoDesk, I have created a new Ticket Layout and made it the default and I want to remove the original default one so there is only one to choose from. It won't allow me to do this, or go into the options and take the tick out of the show in Help Center.How to upload file to desk and attach it to a ticket
I want to bring tickets from a local private system to Zoho as part of a data migration. In doing so, I need to transfer attachments (database BLOB) to Zoho. These files should be transferred to the attachment of tickets. How can I accomplish this?Associating Multiple Tickets To A Forum Post
Hi, everyone! Thank you all, heartily, for posting feature and enhancement requests across all modules on the community forums. We are grateful for your synergy, support, and suggestions right from the get-go. After much deliberation, we have decidedCan I use a parameter to specify the Agent in views and beyond?
Hi ZohoDesk, In views, and potentially throughout other rules and workflows can I specify a parameter to specify the Agent like this example? many thanks RichUnable to Add Light Agent to Team?
Hi ZohoDesk, I have been asked to add a Light Agent to some rules I have configured. These rules use Teams as the notification target. When I go to add the Light Agent to the list of people in that Team they don't appear in the list? It looks like I
Sticky Posts
Edit 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-important one today: edit & delete ticket comments . You'll find both these options right next to the comment you made. By default, comment authors can edit their comments while administrators can edit all comments. Likewise, comment authorsAnnouncing 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 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 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 versions
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