Zoho Desk Extension template: React + TypeScript
Hi, I have just shared a template of a Zoho Desk Extension built with React and TypeScript: https://github.com/wiiisdom/zoho-desk-extension-react-ts I want to share it here, I am pretty sure it can be a nice replacement of `zet init` if you want to haveBest way to clear the response due date in deluge?
When trying to reset the response due date to empty programmatically, I get an internal server error The format works for resetting the due date but not the response due date, is there a specific format I need to use for response due date instead?Monthly Release Round-up - November 2023
Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Search tickets in My Area using views and custom filters My Area in Help Center is one place where customers can view all the ticketsLight Agents permission to edit ticket fields
I have a number of Light Agents who get tagged in tickets to provide knowledge from other departments. I would like them to be able to update the ticket fields when they are working on the ticket, e.g. number of hours they worked on it - is it possibleUnable to Expand Zoho Desk Replies
Hi, There appears to be an issue with Zoho Desk UI as I am unable to expand my replies. I have cleared browser cache and tried multiple browsers with no luck. Regards, Hugh Marshall FREE CRM Extension - Embed dynamically filtered Zoho Analytics ReportsReopen ticket on specific date/time
Is there a way that we can close a ticket and setup a reopen of that ticket on a specific date and time? (without using the "on hold" ticket option)Templates for Zoho Desk - Knowledge Base
We are looking at migrating our Knowledge base into Zoho Desk. Is there a way of creating templates for article in Knowledge base. We want to be able to set templates for certain types of content. Is this possibleCapture initial priority
We are looking for a way to capture the initial priority of a ticket. For example if a ticket is entered as 'High', but is subsequently lowered to 'Medium', we'd like a way to track that it was initially higher (or in some cases lower). I understand howRegister Today for our Upcoming Webinar - Extend and Scale Up Customer Service Operations with Developer Tools
Hello all, Here is a friendly reminder for our ninth session in the webinar series. Webinar Topic: Extend and scale up customer service operations with developer tools Date & Time (PST): December 18, 2023, at 11:00 am | Registration Link: https://zurl.co/ZrRTAllow author to select which languages for Auto translate on a per KB basis.
Auto translate works great for many KB documents. But some complex ones still need the human touch. It would be great on a per KB to let the author check off which languages to go ahead and let the system auto translate and which ones should be manualCustomers cannot receive e-mails from Desk
Hello, We have this issue with one of our support tickets. When trying to e-mail a customer, they do not receive our e-mails. When looking into it, I found this error in our support@ e-mail inbox: This message was created automatically by mail deliveryIs there a way to view closed tickets in status mode?
Hi, Is there a way to view closed tickets in status mode? Thanks,Zoho Desk iOS app update - Enhanced Contacts & Accounts Management
Hey everyone, In the latest iOS (v2.8.4) update of the Zoho Desk mobile app, we're introduced an option to add, edit, and delete Contact and Account within the app. With these new functionalities, you'll now have the power to make quick edits, add newZoho Desk Auto Reply from a default email address
Hello, I have set up two rules in Zoho Desk: 1. Assign ticket to whoever edited it - when an Agent replies to a ticket, they become assigned to it automatically. 2. 3 different auto reply rules based on holidays/business hours These rules have been setThe limit of Time has reached its maximum 15000
What does this failure mean in a desk custom workflow? jackFeaturecast Story 10 - Block abusive customers
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 10 - Block abusive customers How do you handle abusive customers? Abusive customers can be a nightmare for business owners and customer-facing staff. They can be loud, disruptive, threatening,GrassHopper VOIP Integration
Does Zoho Plan to integrate with Grasshopper to allow the Telephony hookup in Zoho Desk? If not, Can this be passed along for considerationZoho Desk custom functions to merge tickets.
We have a situation where we want to create tickets for alerts received from another PSA. The tickets are currently creating fine, but the replies received to that ticket is not getting merged. We tried using custom function "Auto Merge Tickets with identicalTicket Status - Color code
Has it been discussed to have a color code system for ticket status, or is there a view that is already built in that I may be over looking? I know like it Zoho Projects with the statues we can color code them which makes it easier to look at over all status and it could be very helpful when i am looking at a view with all open tickets to have them color coded by status in a listing view. I have included a mock up to visualize what I am talking about. Just curious if this has been requested beforeShared Snippets Everyone
Hi, Now that the Shared Snippets have been released and I think will be the most used feature implemented in 2023 :) Creating and Using Snippets in Ticket Responses - Online Help | Zoho Desk Maintain consistency in ticket responses with shared snippetsTicket Attachment
Hey, In the Ticket form Layout, Is there an way to have multiple attachment fields. Let's say 2 different options one for images another for videos or documents."Display Tickets from private departments in the Help Center" and "Show departments list page on choosing to submit a ticket" don't works in my environment Zoho One
Hello, I've set up a help center with a public department and several private ones. In the help center settings, I have validated the following 2 options: - Display Tickets from private departments in the Help Center - Show departments list page on choosingCierre de Ticket En espera, luego de 24 horas
Hola. Actualmente veo que no puedo crear una regla cuando el ticket se encuentra en espera por 24horas. Este cierre de manera automática. Ya que en el personalizado de la fecha, seleccionas una fecha/hora en específico pero no las 24 horas que el ticketZoho Desk iOS app update
Hey Zoho Desk Community, In the latest iOS (v2.8.3) version of the Zoho Desk mobile app, you can now respond to customer requests that come in through Instagram Posts and Direct Messages. This update also provides support for replying directly to specificHow to send emails from a ticket via deluge script
We are planning to send an email from a ticket via deluge script how can we do that?Create a workflow to merge duplicate tickets
My backup solution will send me automated emails whenever a workstation goes from a status of "healthy" to a status of "troubled", and then send me another email whenever they go back to "healthy". I have it forwarding these to my support inbox, and itRemoving one commend or thread from a ticket
Hi, Sometimes, and against our warnings and disclaimers, our users still send a password in a ticket. Is there any way to delete that thread/comment within the ticket, which contains the secure data? Currently, we are forced to inform the user of it,Missing Zoho Desk Data in Zoho Analytics
Hello, we have problems with the synchronisation between Zoho Desk and Zoho Analytics. We don't have general sync issues, it's individual records that are present in Zoho Desk and not showing up in Analytics. Of course, we have already tried to startAll emails out of desk bouncing back as undeliverble
As of about 3:45 pm central US time, all of our outgoing emails from desk began bouncing back as undeliverable. Contacted Zoho support who could not find the problem. Our email accounts are sending emails just fine from outlook. Is anyone else experiencingWe're revamping how you name custom fields.
Dealing with APIs and custom fields on a regular basis can prove to be tricky. When you create custom fields using an API in the back end, these fields are replicated in the GUI of your Zoho Desk modules. The labels your developer gives to every customAssign tickets to agents in a defined sequence
Hello everyone! Assignment rules in Zoho Desk provide an automated mechanism to distribute tickets among agents based on predefined criteria. This ensures a streamlined and efficient way to manage customer requests. Currently, there are two types of rules:Zoho Desk's Instant Messaging | Feature Update | Status and Notification Settings
Hi All, We have some helpful new features to highlight in Zoho Desk's IM module. Set your status as online or offline Instant Messaging has become one of the most popular tools for delivering customer support. One of the most simple, practical featuresUsing SMTP to manage outgoing email via an O365 shared mailbox
We use Microsoft 365 and would like to start using their SMTP to manage outgoing emails for our various Zoho departments. The issue we're running into is authentication - since each department is built using a shared mailbox, and shared mailboxes don'tNew to Zoho Desk -- Layout versus ticket template
Are ticket templates just subsets of layouts? I'm still a bit confused as to what the difference between the two is.Filter Emails Based on CC'd emails
3 years ago, a user submitted a question about having a filter based on the BCC (here). I'd like to know if there is an update for the said feature. I'm trying to create a filter using the CC field or the other recipients of the email. Is this now possible?Confusing Ticket Views for End Users
The tickets' statuses don't necessarily equal the VIEW choices for the END USER in the self service portal. For example, what's ON HOLD for AGENTS is actually AWAITING INFO for the END USER. More specifically, when the AGENT needs more info from the ENDHighlight Field in ticket information sidebar
Hi, we have a custom field, that get the data (support stop date) from the products. Now I want to validate this field and if the date is older than the current date this field should be highlighted. See the attached picture for clarification. Is thisZoho Desk integration to Books, CRM, Inventory stopped working.
Wondering if it's just us. I don't believe any security permissions were changed in our tenant, however after nearly a year of using these integrations with desk it has stopped working stating "Insufficient Privileges to perform this operation. ContactSLA configuration
Hi, I am currently configuring a SLA in our Zoho Desk instance and I can't find the setting, how to define a fixed resolve time. The use case is the following: If a ticket is created and the customer has no SLA set a resolve time 15 days after and theLink Invoice/Estimate to Ticket
Hi, is there an API that can link a zoho invoice or estimate to a ticket? I have a number of custom processes that create an invoice and estimate for customers and I want to link them to a ticket so that they appear in the Invoice tab of zoho desk.Next Page
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Announcements
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