Blueprint not working.
Is there some issue going on? I'm not able to work on the ticket per the blueprint, as soon as I assign the ticket to me, the screen freezes. Setup is>> New Ticket>>Blueprint(Assing)>>In progress>>Blueprint(Comment). Not working while assigning the ticket
Help Center Sign Up Form -- Add Account/Company
Currently, the Help Center Sign Up Form only has Name and Email address fields, not account/company. Is it possible to add Account/Company field in the Help Center Sign Up Form so that when Zoho Desk admin got the email notification (as Moderator), the
SLA Rule Execution
Hi Team, when ticket comes in to portal it gets assigned to some department and SLA gets started. when department open the ticket on next day and check the details then they decided to move it to different department. this scenario SLA should start for department on the basis of moved ticket time. not on the created time. please advice us on it, as we can create SLA when ticket on the basis of ticket moved time.
Zoho Desk and 'BCC Dropbox'
Hi Is there anything like 'BCC Dropbox' (from CRM) available in Desk? Thanks
Reply ticket without quoting
Hi! Is it possible to reply a ticket without quoting? Thanks!
Disallow CLOSE ticket if fields not selected
I want to disallow closing a ticket if the agent did not select response for other fields. Is there a way to do this?
[Community-Forum] Mention of someone and quotation
Hi, I can't find it but it is hard to believe that you cannot mention a specific person in your reply on the forum and format part of a text as a quote. Does Zoho Desk - Community really lack such basic functionality?
Multilingual functionality - Desk
Hey Zoho Desk Users, In the Android version(v2.6.17)of the Zoho Desk mobile app, we've introduced support for Multilingual Functionality. Now, you can seamlessly translate field names and pick-list values based on the language preference set in the Desk
Agent Status as Criteria
It has come up several times where we need to create a workflow on agent status. However, there does not exist a criteria in any of the rules such as Workflow or Supervise. Why is this needed? Because agents are human beings and not machines. They forget
Can you create an email distribution list in Zoho Desk?
When replying to tickets in Zoho Desk is there a way to create a distribution list? So I could reply to a ticket with a single email address and have that go to multiple people? So I don't have to put in each email address individually.
Agents permission per department
Hi Team, can I setup permission for each agent what they can do in each department, for example I want account department agents to only have view access to support department tickets and not allowed to assign or reply to clients. I am sure this would
Wrong website configuration | x-frame options or a content security policy
Sometimes there is an error that is visible in the screenshot. I have translated the content of this error. The problem has been persisting in the Firefox browser for a while and is due to a misconfiguration in Zoho Desk. This error is also occurring
Closing connected ticket after closing WA conversation
Hi, At the moment, once someone sends a message to our WA number, a corresponding ticket is automatically created. After the question is answered, our support department closes the chat/conversation. However, after that, the connected ticket is still
Zoho Desk's Instant Messaging Update | Connect with customers via WhatsApp from the Tickets module
Hello All, We are excited to announce an enhancement for the Instant Messaging module: you can now send outbound WhatsApp messages to your customers from Desk's Ticket module. Outbound WhatsApp messages can be sent to one or more recipients' mobile devices,
Add custom view Option Disappeared
We observed add custom view option has been disappeared in our panel, Can you please fix that soon.
PRTG monitoring to open tickets with Zoho Desk
Has anyone built an API that allows PRTG to open a ticket in Zoho when a sensor is down for a set amount of time? Thanks
Salesforce Integration doesn't seem to be working
I connected Salesforce and mapped a few basic fields but after more than 36 hours, no accounts or contacts seem to have synced - why might this be?
CC at Desk create uncomplete Contacts on CRM
Hello everyone! I'm encountering an issue with contact synchronization between Zoho CRM and Zoho Desk. Once the feature to add secondary contacts to tickets in CC is enabled, I notice that it's creating Contacts in Zoho CRM for all the emails that are
Can i create in app inbox with zoho?
I'm using zoho desk and soon zoho crm as well, I was wondering as a saas b2b2b company if I could somehow utilize zoho and create some sort of in app msging between the initial client of my to his end client (who is a client of mine as well) Example:
Unique Support Portal
Hello Zoho Desk Support Team, My company offers five distinct products, each with its own user base and requiring unique support resources. I'd like to inquire about the possibility of creating separate support URLs and landing pages for each product
Changing Reply Subject Line (Tickets)
Is there a way to change the Subject Line for Ticket Responses? (As seen Below) We're seeking to have it reflect Case ID: before the Ticket No.
Domain Mapping issue in ZOHO Desk
Dear All Our Domain is Controldesksolutions.com .We are trying to do domain mapping and its asking for add CNAME entry in DNS site . we have already add CNAME to our hosting site . and add subdomain support.controldesksolutions.com but we want to map
Search Operators
Can we add search operators to the desk search? Or the ability to refine a search with advanced filters?
DESK TICKET layout setting
I added a department in DESK, but I don’t need this department to have the TICKET layout. The system default does not allow me to close it. What should I do to prevent it from being displayed?
hidden ticket id
Is it possible not to show the ticket id in the subject of the messages?
Automation #12 - Automatically add comments to tickets when criteria matches
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 to optimize
Followed Tickets view
Hello, following a ticket makes no sense at all / offers no additional value.... Of course I can install and use the add-on My Followed Tickets for Zoho Desk, but what does it do for me? Not much! It cannot be used across departments! The range of functions
Mailchimp integration with Zoho Desk
Objective: Sync Customer Contacts from Zoho Desk to Mailchimp and bringing across several custom fields in the Contacts and map these to fields in Mailchimp I can see https://marketplace.zoho.com/app/desk/mailchimp-for-zoho-desk but it doesn't say the
Zoho Desk - Sync fields between contact module and ticket module
Just helping the community by sharing a custom script that we implement. Always open to other ways to achieve this more efficiently. Objective: I have different types of customers (I,E Vendor, Reseller, End-User), I want to record what type of customer
Images not showing up in Desk tickets
Customers are trying to send us screenshots to diagnose their issues. But Desk seems to be stopping the images/breaking the link when the ticket comes in. (We can see them in an email box getting cc'd on all tickets...so it's not our mail system). Help!
Custom Ticket ID format in Zoho Desk
Hi @Ash | Zoho Desk , I just saw your response on this ticket https://help.zoho.com/portal/en/community/topic/custom-ticket-number-16-2-2018 regarding custom ticket id configuration in Zoho Desk but couldn't find same settings in my Desk account
API to get and set SLA on Account
Does anyone know if there is an API to get & set the SLA associated with an Account?
Placeholders in Ticket Templates
We should be able to use placeholders in ticket templates. When we create a new ticket, our description field is shown to the client in the email they receive. It would be very handy to be able to personalize that description field in our ticket templates to pull in the name of the client that the ticket is for. Using them in the subject field as well, so we can auto populate Account Names, etc.
Info button on the right-hand side under Tickets > Views leads to an error
Hello there, if I click on the i-icon a window opens on the right-hand side, but no content is displayed there, only an error message (see screenshots): Of course, clicking on the "TRY AGAIN" button does nothing. Regards, Sven
Is there a way to combine an Agent's view to show their assigned tickets AND their assigned tasks?
I want my agents to have one place to work from that shows them both their assigned tickets and their assigned tasks. We have found that agents must remember to look at the Task module and solely look in their ticket module. Do you have any suggestions
Pulling in fields as view only in tickets
Hi! We have added a custom field in the Customers module (customer ID). We want to be able to fill in customer ID from our external database and have that customer ID pull into the ticket as view only. Example: Customer Christy Smith has Customer ID 00112233
Zoho Desk - Cannot Invite or Register New User
Hi who may concern, we encountered a problem that we cannot invite user or the visitor cannot register for a user at all through our help center portal, with the snapshot shown as below and the attachement. It always pops up that "Sorry, Unable to process
Tracking serial number of the product sold in ZOHO support ?
Is there any way in keeping a record of the support calls for a particular product by its serial number? This is particularly important when the same company(user) may have multiple quantity of the same product and a particular piece identified by its serial number may be having repeated support requirements. Related to this requirement is the need to track the warranty period for a particular machine identified by its serial number, as well as Preventive maintenance requirement, AMC renewals etc.,
Add marketplace extensions during blueprint transition
Hello everyone, In the dynamic world of support services, the concept of blueprints plays a pivotal role. A Blueprint serves as a go-to platform, facilitating the visualization and customization of workflows to seamlessly align with specific customer
Is there a way to manually add a Desk Contact to CRM?
Is there a way I can manually create a CRM contact from a DESK ticket? I currently have the one way sync currently set up from CRM to DESK but I don't want to turn on the two sync because I don't want every DESK contact to flow into CRM. Thanks!
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