error when answer a ticket
platform error answering a ticket. https://www.loom.com/share/58766e99624c4fffb7f25326720ce87c?sid=bc9ea105-2198-4c69-a471-9fe5bc362cc9Mark ticket as private inside a public department (activated helpcenter)
Hello, sometimes you work on tasks that should be linked to a customer, but this specific customer should not see the tickets in the portal. Currently, the following cannot be achieved: -> leave the ticket in the department -> keep the link to the contactIs it possible to customize the resolution tab of Requests
We would like to be able to have pick lists for resolution so that we can easily pull the data for later analysis. Free-text is much harder to aggregate data from. Is this possible, or could it be possible with some small changes?Implement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?Adding a profile photo to a Support Agent profile
I have looked everywhere to find how to add a profile image to my Support Agent profile. I have one for my Zoho main account but it is not pulling through to my Agent account. I have gone to the every account location I can find, and nothing. There isSpam-Tickets in Analytics
Hello there, we use synchronization between Zoho Desk and Zoho Analytics. I would like to know if the tickets classified as spam are automatically excluded from synchronization ? I cant find a flag on the ticket record in Analytics which would tell meTracking movement between departments
I've been developing a reporting system in Zoho and one of the groups I want to develop a report on primarily moves tickets from department to another. Is there a way to set up the reporting on Zoho (or Zoho Reports) that can tell me the number of ticketsI need a historical report to find out who works tickets on Mondays
Hi I'm having some issues understanding how to create a report in ZD. We're smaller company and the first hour of everyone's Monday is spent answering tickets. The person assigns the ticket to themself, answers the customer, sets the ticket to closed,Zoho Desk EU slow/unresponsive
Has anyone else got issues with ZohoDesk today in the EU? It takes an age to come back and if you do start typing something and try and send or save it looks like it times out. We are also getting this pic. ot I can't see anything on https://status.zoho.eu/Radar App for Zoho Desk: New Features to Level Up Your On-the-go Support Experience
Hello everyone, Time is a precious commodity in customer service. The faster the service, the happier the customers. However, it is the quality and consistency of service that earns their loyalty. The Radar app for Zoho Desk can help maintain qualityBulk update with private comment
Hi Zoho team I just wanted to know how to bulk close with private commentReporting
Hi, Is there a way of running a ticket report and having a account name as part of the criteria. I would like to schedule monthly ticket report and have the customers/account name displayed. ThanksTurn off close ticket option in help center
I need to turn off the option for customers having the ability to close tickets in the help center as this is not a feature we want them to be able to do. Also if a customer creates a ticket in the Help Center there is no email notification/notification given at all it seems. Is there a way to change this?How to change E-Mail-Address of Zoho Community account
Hello there, I couldn't find a general area where I could have asked my question. So I'll just ask my question here in the CRM area. If there is a suitable general community area, please move it there. I would like to change the email of my Zoho CommunityHow do you schedule an email in Desk to be sent later?
Often times I write an email after business hours and want it sent in the morning during busienss hours. I use GMail's send later feature for this. I'm trying out Zoho Desk and am not finding this feature. Does this exist? If so, can someone explain toClient Emails Responses not showing up on ticket thread
Hi, When a customer replies to an email sent as a response from the Zoho Desk, the customer response is no showing up on the ticket. I think they used to show up but not anymore, is there a way to accomplish this?Limited Contacts view
Hello everyone, We're working on improving agent productivity for situations where we use limited access profiles to manage a specific set of tickets. Ideally, we'd like to filter the contacts list to show only contacts related to their currently assignedDo Individual Forums within Categories, in Desk Community, Produce Their Own RSS Feed?
Do Individual Forums within Categories, in Desk Community, Produce Their Own RSS Feed? If not, can anyone share a work-around that could help me get an RSS feed for individual category forums?Calling POST method on Zoho Desk API using ZOHODESK.request method results in "This HTTP Method is not allowed" error
Hi, I'm trying to merge 2 tickets using the ZohoDesk API, triggered from my Zoho Desk Extension. I'm using the Zoho Desk Merge Tickets API do to this. I've tested this API separately in PostMan, so can confirm that it is working. When I try to replicateTurn off tickets
Hello I would like to enable the 'Knowledge Base' as a reference guide, however, we do not use ticketing so need to disable all ticket options? ClaireAutomation - Assign ticket owner via e-mail command
Links [Code and Documentation | YouTube Video] Hello there, I've created a nifty custom function for Zoho Desk that simplifies ticket management. You send an email to the support address and you already know the perfect employee for the task at hand.Customer access to all tickets for account
Is there a way to give a user access to see all tickets for the account they belong to? The option "Customers can view Tickets of other users in their account" doesn't really work because it isn't desired by us or our customer to have every employee atZoho Desk - Make main lookup - account rather than contact
I have created a new layout in Zoho Desk. However I want the main lookup for the ticket to be the account and not the contact. How do i change this? We have created this layout to deal with track our interal upgrades of our customers software, so we wantNew Email Created
Hi, Why new email created in Zoho Desk after I setup for Process Completion Email in Zoho Form (Approval Feature)?Can you add more contact types?
Hello, For "Products" you can add associate "Contacts" and then filter them by either "All Contacts" or "Spam Contacts". Is there a way to add more categories to this list?How to add additional contact fields to add ticket form in help center?
The default add ticket form in the help center accepts the customer name and email (contact fields) and of course, the related ticket information. When the ticket is submitted, a contact is created with the name and email, the ticket is created with itsWorkflows is not triggered when a customer lodge the ticket from his end
Hi Team, I have setup the following workflow in my ZohoDesk Workflow - Aurora Westan Receive New Web Ticket https://support.westan.com.au/agent/westanaustralia/aurora-westan/setup#setup/automation/401042000000953058/workflows/rules/edit/401042000043983353Desk slow
Past few weeks myself and another user are seeing the desk as very slow. We are based out from different locations, so not internet issues. Anyone else having the same issues?CC Field not showing in left pane for Agents on Help Desk Tickets
Hello, In the previous version of Zoho Desk, help desk agents were able to easily add more people on to the ticket by using the CC field in the ticket properties pane on the left side. My boss has not switched over to the newer view style and still seesCheck box multi option
Hi. When creating new ticket templates ive searched the option of multiple checkbox in one field. Only have the option to introduce one at the time. Saw in the FAQ menu this : https://www.zoho.com.cn/creator/help/fields/multi-select-fields.html In layoutKnowledge Base Website Is Down
Our Knowledge Base is completely down for our website. We can't have users login to submit tickets or to read our help guides, etc.Ticket KPI in Zoho Desk Dashboard
Hi! I am trying to create a KPI for our tickets to show progress/decline in graphical view or something similair. More spesifically, I need to know the status of all our tickets at a speciffic time. E.g. how many tickets were open january last year, howZoho Desk: I want to allow certain CLIENT PERSON not company to view their OWN tickets
I want to allow certain CLIENT PERSON not company to view their OWN tickets. I know how to allow all and maybe to view the whole company if I enable some global settings. But would like to allow just 1 Person to view his own tickets. Is this possible???Send WhatsApp replies depending on the keywords/Answers
Hi, When I use Buttons in a template, how can I reply based on the answer? for example if I have 2 Buttons: Sopport and Sales and the customer click on Sale, how can I configure the next answer? ThanksPrivate 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 addressedCustom Ticket Number
Good Morning, We have been using Zoho Desk for a while, and we want to know. Is it possible to set the ticket number to start from a custom value? example #340 Thank you in advance for your prompt response.What is a valid category name?
I'm trying to organize my KB and entered the name of a Sub Section as "Actions Tab" and received the following error in red: 'Please enter a valid name'. I need some direction as to what's wrong with that name. Please help.Check API Requests rate limit current usage
Hello, According to this table, the plans have these maximum number of daily API calls in zoho desk, Free 25000 requests per organization, per day Standard Edition 50000 requests per organization, per day Professional Edition 75000 requests per organization,WhatsApp message after the weekend
Hi, We've received a WhatsApp message on 24 feb. One minute after this message, our automatic response was send to this person. However, when we want to pick up this conversation today (so after the weekend), we are not able to send a message. How canAssign Ticket to Lite Agent
Morning, I understand a "Lite Agent" can only read a ticket, but is there a way to auto-assign via workflow or manually a ticket to a "Lite Agent" for read-only purpose The purpose is that we receive a large number of tickers that do not need any action,Next Page
Access your files securely from anywhere
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Bigin?
Announcements
Use color coding for picklist field values to enhance visual representation
It's easier and more efficient to manage a large volume of data in a ticket or other custom module records, such as ticket priorities and issue types, when you apply clear visual distinctions through color coding. Color-coded picklist fields allow usersTrack individual and team performance with essential KPI metrics
Hello everyone, Dashboards provide both real-time overviews and detailed summaries of important business data that support strategic analysis, planning, and decision-making. They provide a snapshot of the team's progress resolving tickets, performanceAuto-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 submits
Most Discussed Topics
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 theUnable to change the "credentials of login user" option when creating a connection
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,Request 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 asHow to add Zoho Desk ASAP to an Angular application
We are currently trying to add the Zoho ASAP widget to our Angular application. We have some questions regarding this process. What is the proper way to add the Zoho ASAP widget to an Angular application? Should we just put the embeddable script insideAnyone 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!
Zoho Developer Community
Zoho DataPrep Resources
Zoho Subscriptions Resources
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
ご検討中の方
Zoho Sprints Resources
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho Books Resources
Zoho Projects Resources
Qntrl Resources
Zoho CRM Plus Resources
Zoho Campaigns Resources
Migrate to Show’s New Community
A place to share, discuss and stay updated about everything relating to Zoho Show presentations.
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Design. Discuss. Deliver.
Zoho Show Resources
Zoho Creator Resources
Nederlandse Hulpbronnen
Zoho Inventory Resources
Zoho CRM Resources
Sticky Posts
Webinar 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 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
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
Top Contributors
Shivani | Zoho Desk
Ajith | Zoho Desk
Support | Baseerat Academy
Mohd Hayzee
Isaiah