custom layouts
hi. during preparing new layout can we manage more attributes in one page without scrooling down and up?show tickets issue
is it possible to show more attributes without scrooling down and upSort on ticket number not working anymore
Hi all, From time to time i open the default 'all open ticket' list. Until last week i was able to sort the list on ticket number. Now, the little icon 'arrow down' isn't shown anymore so it's impossible to sort the list on ticket number. We can selectopening wrong tickets after selecting ticket from list shown when search is used
Hi all, We are experiencing the following issue: When we enter one or more words in the 'Search' entry box, a list pops up showing related tickets. When we select an entry from this pop-up list, a wrong ticket is shown. It seems like the url linked toTags for New Tickets
Hi there, When creating a new ticket, there is currently no way to choose a tag you would like to associate with the new ticket. Being able to associate a tag while creating a new ticket will be very beneficial as it will save time and flow well withCas d'utilisation Bot (Sales IQ) et Desk "Conversation guidée"
Les 2 fonctionnalités semblent largement se chevaucher ; Quand et Pourquoi utiliser le Bot de Sales IQ ou la Conversation guidée de Desk ?? J'ai vu aussi ASAP et pas bien compris comment tous ces modules foncctionnaient´´Send Email Reply´´ action does not work when the message body contains placeholders.
Hi Community, I am working on a workflow where the Customer contact is notified via email when their ticket status goes On Hold. To do that, I chose the Send Email Reply action, and the minute I add a placeholder, the workflow does not work and the ticket´s[Critical] Massive delays with e-mail
It takes half an hour or longer for emails to arrive or replies to go out! Another thing I have noticed with outgoing e-mails is that I see an error message when I click on "Show original" (tab "HEADER"). If I click on the "CONTENT" tab, the mail bodyNot able to run the extension in the local server
Hi team, Encountering an issue while developing a Zoho Desk extension. After enabling Developer mode, I'm unable to load the extension locally, and the error message reads: "Unable to load your extension. Please check your plugin-manifest or Resources.json."Forwarding of E-mails Received at Desk
Hi Community, How can I automatically forward emails sent to @****.zohodesk.com to Zoho TeamInbox from the Desk feature? I would be happy to hear your good ideas.Change Ticket Status on Reply
Is it possible to change ticket status on reply? I would like to be able to change the ticket status automatically from "Open" to "Awaiting Customer Response" when one of my agents responds to an email via the interface.Permissions to allow Agent to export to csv from Zoho Desk Analytics
We have a need for agents in our zoho desk application to export tickets to csv. The csv option is greyed out. Where do i go to enable this feature for various roles or for the whole departmnetAgent no longer getting notifications
One of our agents has lost the notification feature, last notification was back in Nov 2023. Is there a way to subscribe back to getting the notifications again? Last notification message was Nov of 2023 and no more new notification has come in sinceQuery Regarding Email Notifications from Zoho Mail Community
Dear Zoho Mail Support Team, I hope this message finds you well. I am an avid user of Zoho Mail and an active member of the Zoho Mail community. I appreciate the updates and discussions that I receive via email related to new topics and replies withinDisplaying Guided conversation and Chat on help portal
Hi Team, is it possible to enable guided conversations and chat in the help portal? both of their floating button occupies the lower right part of the screenFalse ticket creation
i created a ticket using API in my app under a contact with his contactID, and it was created under a different contact in my zoho desk, how is it possible?Zoho Desk non esclude l'orario non lavorativo
Our static or customised Report, total resolution time, and also the sla , Zoho Desk doesn't exclude the no business time: Our business time is 9.00 am - 6.00 pm. We have already opened another request three weeks ago (without solutions) because alsoZoho Desk Views
Is there any way to adjust the views available in the help center?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.euCannot verify "from" email
I cannot seem to be able to verify the "from email". I get an error every time: https://www.dropbox.com/s/gwnqat8z7p6lwch/Screenshot%202020-01-19%2015.30.14.png?dl=0Product List in Desk - sync with CRM
Hi, I have Product Sync enabled in Desk with CRM. I have selected only certain products from a view I have created in CRM which is what I would like synchronised. However, all products from CRM are showing in the Product field in Desk. Some products areRequire ticket resolution
Hi Zoho team, Is there a way to require resolution even if an agent did not use a blueprint? for example, our blueprint has a "resolve" transition but what if agent revoked blueprint and manually set the status of ticket to closed? Is there a way whereCustomize forum status
Hi there, It would be great if we can customize the forum status (just like ticket status). Kind regards. HelenFilter to Prevent Automatic Response When Email is from a Specific Address
Hello, Is it possible to create a filter or rule that if an inquiry is sent from a specific email address, an automatic response will not be sent? Sometimes I send a message to support from ZOHO BUG TRACKER, and I do not want to receive an automatic replyFiltering Spam Inquiries from Facebook
Hello, Recently, we have been receiving numerous spam inquiries from Facebook, falsely claiming to represent others and threatening us with supposed rights violations and the like. The issue is that these messages come from different profiles each time.Activating a Rule When a Specific Agent Responds in Zoho Desk
Hello, I am inquiring if it's possible to create a rule in Zoho Desk that activates only when a specific agent responds. For example: if agent X responds, can the ticket be set to UNASSIGN? Thank you for your assistance.Using an article already existing in Zoho Desk KB as a resolution for another tickets
Hi, I've read about the Resolution tab of the Tickets and the ability of adding a Resolution to the Knowledge Base so that both agents and customers be able to access this information. However, and considering several tickets may be solved by following the same procedure, here's my question: if, for a ticket, I solved it and added the way I solved it as an article in our KB, is it possible to grab that article and use it as a resolution for another tickets with similar characteristics? If it's not,Unable to Switch to 'Table View' in Zoho
Good Morning, This issue just started happening today. But when i initally logged into Zoho, mt default view was in 'Table View' and would not load the page no matter what I tried. What I tired to remedy the issue: Cleared cache and cookies (Chrome) TriedUnable to bulk update tickets - INVALID_DATA /fieldName
Hi, I'm having issues trying to bulk-update tickets using the API. I'm trying to update the contact owning the records, therefore I'm trying to change the "contactId" value for a given list of tickets. Here's the request I sent and its body (values haveStarting From Scratch
I took over the service desk that uses zoho desk, I notice that there are lots of tickets that are garbage which affects the overall ticket metrics such as average response time and 1st response time. Is there a way to start from clean slate like a resetUsing Zoho Desk Knowledge Base to present a Known Bugs List to Customers
Hello All, Does anyone have experience with using zoho Desks Knowledge base to provide portal users with a place to see a list of known bugs? We are a SaaS Company and we sell our clients access to a web based application, naturally, we find bugs/issuesSee last login or activity date from Agent
Hi, is there the possibility to list all agents by their last login or last activity? We plan to roll out zoho for 70+ people including our subsidiaries and we want to check on regularity basis if an agent is active or not. Is this possible and how canHow to do JWT authentication for non-zoho user?
Hello, I would like to use Zoho desk full support with chat, knowledge base, My Tickets and Create tickets types. As per documentation, it says using "Anonymous" user only submit ticket, can not view ticket history. So we have tried with JWT authenticationRegarding Desk and Zoho Books integration
I have the Zoho Desk and Zoho Books integration turned on. I use both extensively. But I don't think the Integration between the two does what I want it to do. Currently, from Zoho Desk, within a ticket, you can create a new Invoice in Books. That isparent-child ticket API
Hi all, is there an API to connect tickets as parent-child? I wasn't able to find it in the docs. thanks!Native feature - parent child ticketing
Hi all, I think I don't need to elaborate on why the Parent-Child Ticketing extension is not really usable. I think we all agree on that :D (Parent ID/Link not available in reports, not available in Ticket Table View, not available in Zoho Analytics,Access relationship information (parentId, childId list) [Parent-child Ticketing Extension for Zoho Desk]
Hello, we are using the official Zoho extension Parent-child Ticketing and were very surprised that it is not possible to access the data. In my opinion, it is an essential requirement to be able to access the link information. However, you can only seeIs it possible to link requests?
I am currently evaluating Zoho Support. In order to resolve our Customer Support requests, we need to be able to communicate with 3rd parties - such as partner organisations or suppliers. These communications need to be: - recorded in the helpdesk system,How to link or relate tickets?
How to link two or more tickets with the same resolution?Mass response from Parent ticket
Good Afternoon, I am highly anticipating the release of the Parent Child Ticket extension for African users. As this extension would be extremely beneficial for our service desk in the linking of child tickets to the main parent ticket. If you considerNext Page
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Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-childAutomation #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 emailCelebrating Thanksgiving: Honoring Customer Support Heroes with Zoho Desk
Thanksgiving is a time for gratitude, reflection, and appreciation. As we celebrate this thanksgiving, it’s important to recognize the unsung heroes of customer service—the Agents who tirelessly serve as the bridge between the organization and the customers.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, performance
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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 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!
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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