Sending Mail to a Ticked create a new Ticket (did not add in existing ticket)
Hello, the whole day, some to our Desk mailadress sended Mails generate a new Ticket instead of adding the Mail to the existing Ticket. I've made several test for that. normaly the Mail where added into a ticket if we add "[##tickeid##]" in the Subject of the Mail (tickeid is the uniqe ticket number) to send it to a specific Ticket, nothing else. My test below show, that the Ticket Name (or Mail Subjact) now is a value to add it in a ticket too: My test Subject.JIRA Integration
Hello, Is the JIRA integration still one way Zoho Desk to JIRA? or has their been any progress on the 2 way integration? Many of our clients use JIRA internally to raise tickets and we want them to be able to be able to escalate tickets to us in ZohoI want to use Desk to monitor and control contact between subcontractors and clients. I want to accomplish this by having my backend create a bcc email to sub and client.
I want to use Desk to monitor and control contact between subcontractors and clients. I want to accomplish this by having my backend create a bcc email to sub and client. That way the sub and the client don't have each other's email. Voice will be handledGoogle Sheet
Hello Zoho Team, I am aware that importing a CSV or excel can be used for bulk creation tickets. Is there a way to also sync a google sheet in zoho desk and it will automatically add a ticket based on the data in the google sheet? Thank youAutomation to upgrade priority of ticket in desk after 60 days/Custom Functions in Zoho Desk
I am trying to have a ticket automatically update its priority to high once it has been open for X days. I figured I could do this with a custom function, but I can't find much documentation to help me grab the correct fields in my ticket. I have usedZOHO Desk-Enable Ticket Notification sound
Hi, I answer the helpdesk tickets for Sevenstar. How can I enable the Ticket Notification sound when I receive a new ticket?"Your connection is not secure" - SSL Certificate Error
Hello, We have a zoho account for Nextide Academy. Currently helpdesk.nextideacademy.org is mapped to Zoho Helpdesk. When I tried to access the site, I'm getting the "Your connection is not secure" and your software is completely unusable. If you are going to force us with this SSL error for free accounts, may be you should not advertise it as a free account. You may have as well said that it has to be a paid account. What's the resolution to get rid of this? Thank youSchedule ticket responses
I am often up late working customer tickets, but I don't want the customer to know that I am working at 1am, or I have a customer that has a follow up question to every reply, and I need to space the responses out a bit so I can get some other work done.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?Implementing ASAP on site with Content Security Policy headers
Has anyone tried implementing ASAP or Live Chat on a site with a decent CSP header? I can't seem to get it to work. I came this far: header("Content-Security-Policy: default-src 'self' https://*.websitemachine.nl https://*.zoho.eu wss://*.zohopublic.euInclude Suggested Articles in New Ticket Email
When someone creates a new ticket, is there any way to include recommended knowledge base articles (like the ones Zia Suggests) in the email notification to the user? When they're waiting for a reply, it would be nice to have sent them some recommendedSchedules stopped without reason
Hi! We are using Schedules in our Zoho Desk instance. The Schedule was started in April 2023 and stopped without a reason and a message on 10th of August. It was also not able to activate the Schedule again. Only when I open the Schedule again save itHow to test the preference widget in local development mode
Hi Team, I am using a preference widget for an add-on setting purpose. I need to test the widget in developer mode, is there any way to do this, in the documentation I was not able to find a solution.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 seesAutomation #1 - How to manage Approval process using Blueprint
With numerous ways to automate different workflows and use cases in Zoho Desk, we thought why not collate the common ones and start a series for the benefit of our community! So, here we are with the first topic in our "Automation" series. This will be 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. This month, we will discuss howZoho Desk - Ticket Reminder
Hello, I wanna create an alert in Zoho Desk that if a ticket is open, notify the ticket owner after the ticket is first assigned. Reminder mail notifications should be sent after 18 hours, 24 hours, 36 hours, and 48 hours. I tried to create an alert according[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?No PUSH notifications from DESK to Android
Hello, we are testing Zoho Desk but not receiving any PUSH notifications to the Android Zoho Desk app at all...any ideas?Zoho Desk - Notification on new ticket not firing
We have set up our Zoho Desk and the notification when a ticket is created is not triggering. We have looked in the History of the ticket as well and no log of any notications is shown. We followed this article but still have no luck : https://help.zoho.com/portal/en/kb/desk/for-administrators/help-desk-automation/articles/managing-notification-rules-triggers-in-zoho-deskDo not receive notification for tickets created from forwarded emails
Hi, I have set up my company support email to forward emails into Zoho from Gmail. This is working correctly, because when I submit issues to the company email, they do appear as tickets in Zoho. I have also set up Zoho to notify the agent and the ticketReal-time Notification not working?
We are no longer getting real-time notification when new tickets are entered. We need to refresh the webpage. We just noticed this today. We have the paid version, and tickets are primarily entered through SMTP email. Any idea what the issue could bOffer link URL for the customer happiness rating as placeholder
Hello all, we want to use the customer happiness rating feature. When you activate this feature you can decide whether you want to include only a link text in the emails or also buttons. Unfortunately, we cannot use buttons because Outlook does not displayOverview counts for available Zoho agents
Hi Zoho team, Is there a way to check count of available agents on our subscription? In Users and control->Agents, we cannot see the number of available count of agents we can still use Thank YouImmediately close ticket
Hi Zoho Forum, Just wanted to know if there is an effective way of immediately closing a newly created ticket based on the subject content. For example, we have another system we use that sends an automated email to our queue stating "Operation completed...Keep Contacts from automatically being associated with accounts
New to Zoho desk and ran into an issue, We contacts being automatically associated with accounts when closing tickets. We need to stop this from happening, and only have contacts associated with accounts when we manually add them under the account iTask Templates?
Any way for us to add Task Templates to certain tickets? The scenario is as follows: X Department sends us a ticket containing information about an upcoming new hire. We need to do several things to prepare for this new hire. In our old system, we had 'Checklists' we could add to tickets. Can we add a 'Checklist' to these tickets and mark off each task as they are completed, as prerequisites for the ticket to be able to be closed?Microsoft 365 Shared Maibox as Support Email Address
Hi, I would like to set up a shared maibox we created on Microsoft 365 (example: support@company.com) as the "Support Email Address" in Zoho Desk. An important note is that shared mailboxes in Microsoft 365 do not have passwords associated with them,Featurecast Story 2 - Emojis
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 2 - Emojis Why are smile(y)s contagious? Should customer service teams use emojis for business conversations? Definitely! And here's why: Emojis help support teams communicate nuance andZoho Desk insert templates button
In the new version, the insert template button on Zoho desk tickets page is not displayed."Mark as Read" option
I would like to see the ability to select multiple tickets and have a "Mark as Read" option that can be applied to the selected tickets (similar to what you would see in my email clients). Best regards, ChrisKnowledge Base updates and enhancements: Resetting article insights and simplified cloning
Hello everyone, Hope you are well! Knowledge Base articles can provide a wealth of information on a wide range of topics to help readers find solutions to their problems. That's why the Knowledge Base is one of the most popular self-service platforms.Zoho Desk's Instant Messaging Update | Connect with customers via WhatsApp instantly from the Contacts module
Send messages with a single click! What's new? Now, you can send WhatsApp messages from Desk's Contacts module. A WhatsApp message sent to a phone number belonging to an end user's device is an outbound WhatsApp message. You can now send single or multipleI don't receive the customer email response onto the ticket
When a customer responds to my tickets they don't show up in Zoho Desk until the ticket -- I currently use Office 365 email system.HTML - CSS Customization for Customer Portal
The customer self-service portal within Zoho Support is one of the easiest to set up amongst various available options to businesses today. We've had quite a few customers tell us about it over time, and we've internalized that as an important criterion while building features and enhancements to it. As easy as it is to setup, we've also heard from customers about more customization options we should build. As a result, we've started investing a lot of our efforts in that direction. Today, we'reSharing Tickets to a team within a department
Hi there, We have a need for one department to be able to share tickets to a specific team within a department, I'm wondering if this is possible? All the shared tickets are going into the 'Shared Tickets' view for the whole department but is there aReports In My Area or as Widget in Help Center
Hello, We are wanting to show SLA reports to customers that are logged into the Help Center for their tickets and tickets within their Account. Is that possible today?How to get all open tickets per account including custom fields through API?
Hi, Currently we are trying to get all the tickets through API for each account. But the challenges we are facing: The accounts endpoint is not accepting a parameter 'page' to get more than 100 tickets. Endpoint: https://desk.zoho.com/api/v1/accounts/{accountNumber}/tickets?limit=100&page=1Remove 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.Turn Ticket into Zoho CRM Lead
Is there a way to set up Zoho Desk -> Zoho CRM integration in a way that would allow out support agents to turn a Help Desk ticket into Zoho CRM Lead?Make it easier to respond while moderating
Hello, We are moderating every topic (idea) that is posted in our community. In this way, we can easily remove ideas that are already posted in our community and prevent doubles. The only thing is, that we would like to reply to the person why the ideaNext Page
Announcements
Effective June 1, 2023: Updates to the WhatsApp conversation-based pricing model.
What's the latest in WhatsApp conversation-based pricing? Businesses already using the WhatsApp Business Platform will be charged per 24-hour conversation. Different charges will apply to different conversation categories. Effective June 1, business-initiatedZoho Desk's Instant Messaging Feature Update - Increase customer engagement with WhatsApp's Interactive Message Templates.
Coming Soon! A messaging feature to take your business to the next level by adding WhatsApp Interactive Message Templates to your customer conversations. One of the latest features of WhatsApp business is the introduction of Interactive Template RepliesZoho 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,Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpAutomation #9 - Convert Zoho Desk Tickets to New Deals in Zoho CRM
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 optimizing
Most Discussed Topics
Maintain consistency in ticket responses with shared snippets
Hello everyone! We are excited to announce that our highly anticipated snippet sharing feature is now available to all users. As you know, snippets are pre-defined message templates, or canned messages, that help agents respond to tickets with efficiency.Automatic warning when the time quota for customers is exceeded
Hello, in Desk we store times on the respective ticket, so far so good. Now, certain customers have a time quota, which we have to keep track of. How can we map the requirements in Desk as automatically as possible? I imagine the following: (1) AgentZoho 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,Relate Products to Desk
I have a request from my organization to be able to associate products a customer has ordered and have that information display in Desk when a Customer opens a ticket. How can I go about this?You are forced to store/manage custom functions redundantly | Any solutions?
Hello there, you are forced to store code (custom functions) redundantly if you want to use the same functionality in multiple departments. I don't understand that you can't define global functions. When I make a change to a function I may have to do
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Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpZoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteAnnouncing the Happiness Rating 2.0!
Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates. Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below theAnnouncing 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!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 service
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