WhatsApp message Failed
I never faced this error before can someone explain to me why/how it happen?Error message when trying to open files/attachments (excel, pdf)
Hi, Some of my colleagues get the following error message when they try to open files/attachments in a ticket: {"errorCode":"INTERNAL_SERVER_ERROR","message":"An internal server error occurred while performing this operation."} How can we solve thisImage uploads in Zoho Desk not working
Hi everyone, We've been experiencing a new bug today. We can't paste in screenshots to our ticket replies anymore, and at the same time when we are trying to upload an image to the ticket through the text editor we always get an error message that states: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)Expand Zia's Language Support and AI Capabilities
Dear Zoho Desk Support, I would like to submit a feature request to improve Zia, the AI-driven support assistant in Zoho Desk. Currently, Zia only supports the English language, while other AI agents such as Gemini, ChatGPT, and Claude can work with aSeeking Email Parsing Software for Work Orders Integration with Zoho Desk & Zoho FSM
Hi everyone, I manage a lot of my work orders via email, and I’m looking for an email parsing solution that can help streamline the process by automatically extracting data from emails and attachments. I use Zoho Desk and Zoho FSM to manage these workZoho Desk Ticket SLA Level
Hello, we have 2 levels of SLA escalation for our Tickets. Is there a way to display on the ticket information the level of SLA escalation the ticket currently on? I am aware that we can see in the ticket history the level of escalation that has beenNo puedo cargar imagenes en los ticket
Estimados, Su ayuda, ya que no puedo cargar imágenes en los correos y esto es una tarea diaria Añadir imagenPortal Login
Customer originally used his company email address but now no longer has access to that email. I have updated his CRM contact with the new email address but he is unable to login to the portal or do a password reset.Export Between Date Range
Is there a way to only include tickets created between two specific dates when exporting to a CSV?How to include original email as a quote in a Email Direct Reply in a Workflow (Helpdesk)
Hi. I have an automatic email with a couple placeholders, sent to the recipient stating what their ticket number is in a Workflow in Zoho Desk. What I would like to do is quote the original email they sent which triggers the workflow at the bottom ofUser Engagement: Seamless Help Center Onboarding
Hello Everyone! Welcome to a series exploring how ZylkerShop established its business through Zoho Desk's Help Center. ZylkerShop is an e-commerce platform serving household customers and businesses with a diverse range of products, including home appliances,Redact tickets in Desk
Is there a way to redact the information on tickets without deleting the ticket itself? For instance if personal information was contained in a ticket and we wanted to delete this permanently but without losing the history of the ticket, so analysis wouldTicket creation via forwarding by agent
In the past, one had to type: #original_sender sender@email.com as the first line in the email when forwarding a email to Zoho Desk to have the original sender be added as the ticket contact. Is that no longer a requirement?The Support Plan feature doesn't decrease the credits for all the tickets coming from our customers
We started using the support plan feature with the "Ticket-based" plan type. Unfortunately, Desk does not decrease the credits from the "support plan" based contracts as stated in the knowledgebase article. I'm trying to understand what's going wrongZoho Desk - Very slow (2024/08/19 @ 9:57am EST)
Could it be the new updates slowing the servers? Very slow with intermittent failure to connect all throughout DESK. Any update as to when this will be fixed?Fireside chat with Zoho Desk and LateShipment
Hello, customers! Zoho Desk's Marketplace contains over 300 extensions for various functions. LateShipment is one of our key marketplace technology partners for helping you manage deliveries effectively. With the Zoho Desk+Lateshipment integration, youGetting the thread details in "desk.ticket.thread.moreaction" widget
Hi all, I'm trying to build a widget which looks at a specific thread in a ticket. It's triggered by the user clicking the widget in the desk.ticket.thread.moreaction location. It stands to reason that since this is triggered from a specific thread, notAbility to clone workflow rules, supervise rules, blueprints, email templates, macros
When setting up Desk there is often a need to use similar workflow rules, supervise rules, blueprints, email templates, macros in the same department or in another department. It would make initial deployments and future changes faster if it was possibleHow can we disable the option to select a department when submitting a ticket on helpcenter?
We recently created a second department on our system, which caused some of our customers to select this department when submitting their tickets. We don't want our customers to be able to choose a department for ticket-submitting purposes. There is anTicket view screen
How do I see All tickets that are not closed??Can I create a ticket for a customer, but without notifying the customer
Hello, We have a few customers who prefer to call us. For certain reasons, we want to track their requests through tickets on Zoho Desk but do NOT want them to receive emails about the tickets getting created or opened or closed or anything. Is thatCopy Workflows between departments
I have workflows that I want to copy to different departments... is there a way to DUPLICATE or COPY a Workflow from one department to another?Default ticket template zoho desk
Hi. I've created a ticket template. However, when I want to manually create a new ticket, I need to select the specific ticket template first. How can I set this ticke template as default, so that I don't have to select it each time?Ability to see historical preview of past ticket for contact/account in the Ticket Properties section
Hello. Would it be possible for us to have a snapshot of the current contact/account's ticket history in the Ticket Properties section when we're doing a ticket? If we could have a small bar that shows how many tickets the contact/account has in whatCustom Views, Labels, and Color-Coding in Zoho Desk
I've come across a custom view feature in other ticket management software that I would like to ask be implemented in Desk as it would fit quite nicely with Desk's fluid interface. Basically, it allows users to create custom "queue" views based on whateverError Zohodesk, 1 Ticket contain 3/4/5 Different email
Dear Zoho Team, We have a problem, there is 1 Ticket with/contain 3/4/5 different emails. This problem does not occur in all tickets, but it is very disruptive to our operations I have tried to connect to ZohoDesk Technical Support but none of them provideAutomation #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 emailHow to apply a tag to a ticket based on the to email address?
I need to assign a tag to a ticket if the ticket was sent to a specific email address. For example, we have the email accounting[at]company.com forwarding into Zoho Desk. We would like all emails that were sent to this address to be tagged with an AccountingLayout rule can't be modelled in the blueprint
Hello there, The following related information must be maintained in a ticket: Checkbox Text field The data must exist in the following conditions: Checkbox = ✅ Text field = empty ------- or ------- Checkbox = 🔲 Text field = filled This logic can beI want a contact to create a ticket and the ticket should be assigned to all the accounts linked to that contact in desk. Is this possible?
If a contact, who is linked to multiple accounts, creates a new ticket, is there any way that the ticket is assigned to all the accounts to which the contact is linked to?Deprecation of Google Drive and Google Sheets services in extensions
Starting from August 15, 2024, Google Drive and Google Sheets services will not be accessible as default services in Zoho Desk. Reason for deprecation: Google has found sensitive scopes in the Google Drive and Google Sheets connections, prompting us toRemove attachment from ticket
Hello, When we receive e-mails from our customers, lots of those e-mails contain attachments with sensitive information, which we need to delete from the ticket after using it. It is forbidden for our company to store these attachments, due to security reasons. Is there a possibility to delete an attachment from a ticket in any way? It is necessary for us that this possibility is available. Thanks in advance, YorickIntegrated IM Functionality in Zoho Desk ticket (same way salesIQ is integrated)
Dear Zoho Desk Support Team, We are writing to request an enhancement to the instant messaging (IM) functionality within Zoho Desk. Currently, the IM feature exists as a separate tab, which can disrupt the workflow and hinder efficient ticket management.Overdue items occasionally show under "No Due Date"
This is a sporadic issue I've been facing, I value the countdown mode to keep on top of my tickets based on the due date. However, every now and then I will find that overdue tickets will shift to the "No Due Date" field instead of "Overdue". As you canSend & Pending
I know that there is already: Send Send & Close But there is no: Send & Pending Send & On-Hold. I understand that you can create a workflow, but the problem is the status depends on the ticket. For example in some cases, I want to send the reply and closeMore Default Send Behaviors for Tickets
Desk Team, After trying to configure my default send behavior. I noticed that only 2 options were available and I am disappointed that I cannot add more. I'd like a send behavior so that when I click send it sets the ticket status to pending so the ticketSend and Close by default
We always close tickets when replying to customers. However, the "Send and close" is the second option and only available via the send button dropdown. This is a disaster from a design point of view, because the dropdown arrow is close to the cancel buttonPublic Release: Implement JWT Authentication Mechanism for Help Center
Hello everyone! We are excited to announce that the JWT Authentication Mechanism for the Help Center has been rolled out for public release. This feature was initially made available on a request basis and is now accessible to all. We hope that it willAutomation#19:Auto-Close Tickets Upon Task Completion
Hello Everyone! We’re excited to bring you another custom function this week. In this edition, we’ll show you how to automatically close tickets when all associated tasks are marked as completed. Let’s see how ZylkaPure, a leading water filter company,Next Page
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Auto-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#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 submitsAutomation #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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How to add footer in the custom widget
I am creating my custom widget for ASAP integration in Moodle as i only need knowledge base and submit a ticket there in the moodle, There was some translation issue in default module widget now i found the way to create separate widget and show in theRequest for Custom Script Support in Help Center
We would like to request the addition of custom script support in the Help Center, similar to the functionality provided by Zendesk. This feature would allow administrators to customize their Help Center with scripts for enhanced functionality, such asAnyone else having auto-translate issues in Desk KB?
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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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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