[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 likeAutomation #10 - Auto Assign Ticket based on Keywords
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 optimizingSudden disappearance of all articles in the knowledge base
Hello Zoho Team About two hours ago the tab in Zoho Desk started showing that, basically, all of a sudden all of our articles disappeared. It is not possible to access them even through their respective URLs. In addition, the trash data also no longerWebinar 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 serviceZoho Desk API Custom Module not all data is showing up
When i get a record by id for my new module: responseDetailed = invokeurl [ url :"https://desk.zoho.eu/api/v1/cm_tickets_CM/" + record.getJSON("id") type :GET parameters:"" connection:"desk_connection" ]; The response doesnt contain all fields, the fieldInternal Tickets?
What is the best practice for "Internal Tickets"? I want to update tickets for things like router upgrades, server maintence, etc. What is the best way to do this? Do we create a generic account that is the "customer" or is there a better way?How can we add products to a ticket?
I can't find any KB articles on how to add products to tickets. Is this a recently added feature that doesn't work as planned, or am I missing something? We want to assign certain products (usually a single one) to a ticket from the Products module. TheCan't send email through my own SMTP server with TLS or SSL
I added a From Address. It works ok when replying to tickets if I do not use my own SMTP. If I do check "Use my SMTP" then it only lets me save if I select Connection Type: Plain on port 25. If I try to do SSL or TLS on any port, it gives me this errorHow to create auto replies within Desk?
I would like to create automatic replies when emails matching certain criteria's are received. How can this be done?Add a canned reponse system
Canned responses are vital for companies that need to send the same answers to multiple tickets with placeholders such as adding the ticket creators name, etc. Currently, there is no such system in Zoho Desk which is a huge inconvenience to us as we eitherAgent Availability Report
I'm trying to understand how the agent availability report works. So I'm logged into zoho desk (and have been all day) and am looking at the report and my name does not show in the list. How can that be?Notifications on mentions in comments
If another user mentions me (e.g. @mustafa... which autocompletes) in a comment on a ticket, how do I get notified? If I don't get notified, what on earth is the point of the mention feature???Zoho desk slowing down
Hi team, A number of our agents have reported that Zoho desk has been slowing down in the past week. We're seeing longer loading times for tickets and slowness when updating ticket properties/fields. Is there any known issue currently ongoing that couldHow to create a ticket - Zoho Desk api
Hi, I have been trying to create a ticket using the Zoho api using the following directions located at: https://desk.zoho.com/DeskAPIDocument#Tickets%23Tickets_Createaticket I am passing in the orgId and Authorization toke in the header as wellSend / Send & Close keyboard shortcuts
Hello! My team is so close to using Zoho Desk with just the keyboard. Keyboard shortcuts really help us to be more efficient -- saving a second or two over thousands of tickets adds up quickly. It seems like the keyboard shortcuts in Desk are only forSetup page changes: Regrouping and categorization of features
Dear Desk Users, We're pleased to announce an upcoming revamp of the Desk setup page. These changes are intended to improve the organization and visibility of features on the setup page. Why are we making these changes? Simplified navigation Our primaryWeekly columns needed in Zoho Desk Countdown mode / Kanban view
The Kanban view in the Countdown Mode of Zoho Projects (in Kanban) needs to be able to custimzie the categories beyond the two day limit. Please add "1 week", "2 weeks", "1 month" "over 1 month"Webhook - Missing variables
Hello. I configured a Webhook to retrieve info from an API. The info is retrieved but not passed to the variable configured in the responses list, from the returned formatter. I've simplyfied my problem, but it still doesn't work, so I suppose that Iwhen running the merge api, invalid_data api response due to merging ticket in recycle bin; but there are no tickets in the bin
Below is the error that I'm facing. I initially tested my code in sandbox and it worked great. I copied it over into production and started to catch the error. I checked the recycle bin and there were some "test" tickets that I did not know about. I removedEnhancement Request: Allow for AlphaNumeric Ticket Numbers per Department - Custom Ticket Number
Currently Ticket numbers in desk are purely numerical and increase sequentially regardless of which department a ticket is created in. I would like to suggest 2 enhancement requests: 1. Please allow for an AlphaNumeric Ticket Number: The ability to specifyKnowledge 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,Round Robin Assignment to Offline Agents
Hi guys, how come when im using this rule its still assigning tickets to agents who are offline and not working, Can i change this? Its sequenced assignment ThanksGranular Channel Notifications for Zoho Desk Activities in Zoho Cliq
Dear Zoho Support Team, We are writing to request an enhancement to the Zoho Desk - Zoho Cliq integration regarding channel notifications. Currently, channel notification settings are universal and cannot be customized based on department. Proposed Solution:Zoho Branding
How do you remove Powered by Zoho Desk branding from the knowledge base footer? This branding should be automatically removed for all paying customers on all platforms. I am not advertising your company on my documents, emails, etc.; I am promoting myZoho Desk - Max number of Webhooks
Hello, Is there any way to increase the number of webhooks available in Zoho Desk ? In Zoho One as in the different plans, the limit is10. If no option exists today, is there any plan to increase the limit please ? ThanksAutomation #2- Create recurring tickets using Schedules
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. Creating recurring tickets forEmail notifications to knowledge users
I need to notify users of knowledge by email that new articles have been published. The idea is that when a new document is published an email is automatically sent announcing it.Question about: Zoho Backup - Attachments (via download link)
Hi @all i wonder how exactly is it when you get a backup from Zoho Desk. The documentation says the following: So the file you download does not contain real files but only links to the files that are still stored at Zoho. What if I actually want to ownPermissions on Views
Having the option of any agent creating custom views is firing back and got a situation where there are a hundred different views across the team and tickets are not being dealt in the most efficient of ways. Tickets seems to be missed by some agents, whislt others have customized their columns in a way that due dates are not visible and not being respected. There needs to be control on this function in order to have a standard set of views and the ability to prevent users from performing customizationsSending Forms from Zoho Desk
We have a scenario where we create a ticket within Zoho Desk when an issue is reported to us. Currently the person that is assigned to investigate the issue would be contacted and then complete a form via a third party application we use which is thenMarketplace Extension - Zoho Desk Android update
Hello, Everyone! In the most recent Zoho Desk Android app update, we have extended the support for marketplace extensions in the following locations: Top Band (Navigation Drawer) Ticket Add/ Edit Form Ticket Sub Tab Ticket Details More Option Top BandIncentivizing Customer engagement in ZylkerShop
Hello Everyone! Welcome to the next series on ZylkerShop’s journey towards enhancing user experience on its Help Center portal. Last week, we explored how ZylkerShop managed onboarding users into its customer portal. This week, we shall see how ZylkerShopNotification Center - mention on ticket
We do not get notifications in the Notification Center in Zoho Desk when someone is mentioned in a ticket. I get an email, and I can see it in the Team Feed (which we don't really use). Is there a way to enable ticket mention notifications through NotificationRandom automated Customer Happiness survey
I don't want the survey to go to every customer every time I close a ticket for them. I also do not want the agent to decide when they will send the survey. I would like to set a random timing such as "no more than 2 surveys per day", or "send surveyMerge Tickets Directly from Contact Page in Zoho Desk
Dear Zoho Desk Support Team, We are writing to request a new feature that would allow users to easily merge tickets directly from the contact page in Zoho Desk. Currently, the only option to merge tickets is from the Tickets list view page, which canCustom Field API Name Not Appearing in Zoho Desk JSON
Hello! I’m creating a custom function on Zoho Desk and i’ve been using the Zoho Desk API to fetch values from some custom fields i have on a ticket Layout. While fetching the values i noticed that i could not find the API Name of a specific custom fieldHow to Organize Pinned Comments in a Separate Section on Desk?
Hello! We are in the process of organizing tools with our team and noticed that, with the new Desk update, it is possible to pin ticket comments/responses. I have a question: is there a way to organize these comments/responses so that they don't appearZohoDesk Slow/Unresponsive
Hello all, My team and I are having issues using ZohoDesk since yesterday. For moments it turns so slow and unresponsive it's impossible to use. Is there an outage or some other issue ongoing? Please advise, as this is disrupting the workflow for theIssue email server (Belgium 21/08/24)
Hello, Is there an issue with the mail server?WhatsApp message Failed
I never faced this error before can someone explain to me why/how it happen?Next Page
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Automation#23: Automate Guided Conversations in Zoho Desk with Business Hours
Hello Everyone, This week's edition introduces a custom function designed to automate Guided Conversations in Zoho Desk, based on your business hours. With this feature, you can align the bot's behavior with your business schedule, ensuring a smooth andAutomation #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 submitsAuto-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 ensureAutomation #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 commonlyAutomation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have Terence
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I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!Twilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving callsNeed help: Different email notifications for manually created tickets vs email-generated tickets
We're trying to set up different email notifications based on how tickets are created in Zoho Desk: When a customer emails us, they should receive the standard "Acknowledge Contact when a new Ticket is received" notification When our staff manually creates
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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 serviceCustomize 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, 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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