Support Desk and KCS workflow
Hello. I am evaluating Zoho Support Desk for our company. One area that is important for us is around the integration of the knowledge base so we can track the re-use rate of solutions by linking them to each Ticket. If you are familiar with the KCS model,Featurecast Story 8 - Auto-close
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 8 - Auto-close Automatically close abandoned conversations In this feature story, we will cover the auto-close conversation timer feature. Instant messaging offers a quick and easy wayHow do you manage internal improvements for clients with Zoho Desk?
Hey guys, We use Zoho Desk and CRM. Desk is for the Operations team to handle client requests and on the other hand we manage behind the scenes improvements for them that we want to keep track of. These are much like the epics in Jira. To keep them internalExport as PDF Case ticket
I see there is a way to bulk export data as CSV file, and within the cases ticket, there is only a print option. Is there a way or workaround to export as a ticket as PDF? My only solution at the moment is sending it to print, and previewing as PDF andFederated Login via LinkedIn not working
LinkedIn has changed to Sign in with LinkedIn Using OpenID Connect and it's not working with Zoho federated login now. Please can you update your support for this?Getting access to Zoho support tickets submitted by other members of the organization.
I am currently trying to find a way for someone to have access to all other support tickets within our organization so I can track the progress and make sure they are followed up.Log emails sent to CRM Contacts in DESK in CRM
Is there anyway to add emails sent to CRM Contacts from with DESK in the CRM so they appear in the Sent Emails to the contact. Currently to get a complete view of correspondence with a CRM Contact you need to view both EMAILS and DESK TIckets inside theFetching Zoho desk tickets based on a department id through API
Hi, In my Zoho desk I have two departments . I want to fetch tickets for a particular department using Zoho desk is there any way for doing this.Comments Vs. Replies
I'm curious as to the difference between a "Reply" and a "Comment" on a ticket. It appears that "Replies" are what's used to determine response time SLA's and there are also used to automatically re-open tickets. I'm just trying to understand the key differences so I can educate both our clientele and our back-end users on which function/feature to use to better improve the ticket lifecycle. If anyone has any insight it would be appreciated. Thanks!As an Agent I want to see KB's created by X Agent.
Hi all, Does anyone know a way, as an Agent, to list articles created by yourself, or any other chosen Agent? If this is a custom view where I can choose the Agent from the dropdown somehow that would be perfect. Thanks! RichMaking a contact inactive
Do you have any plan to add Active/ Inactive option for a contact ?Sending Emails Through Zoho Not Allowed
I have a new agent in my organization who is trying to send an email to a customer through the Zoho portal. When he tries he get's an error saying he doesn't have sufficient permissions to send the email and to contact an admin. I've checked his accountRefresh the Ticket View
the way we work at xxx is the reception log the ticket(call) and then the helpdesk would be looking at the list of open tickets. BUT how do we get this to auto refresh, we can’t get our support staff to click on the Open ticket filter every minute… Please advise a solutionDelete my help account
I need assistances to delete my account in help.zoho.com. Thank you.Back Button UI / UX
When answering a ticket, the way to get back to the list of tickets is to click the back button, circled below: Unfortunately, because this is so small and located on the far left, it is extremely easy as a user to accidentally trigger the flyout menuZoho Desk Task Reporting
Hello, Can I run reports on how many tasks people are doing in Zoho Desk? Would it be possible to see a combined report of both how many tickets agents do AND how many tasks they accomplish?Keep tickets for department
Hi, We have some situations in which we need to deactivate the Zoho Desk Department (we have several), but need to keep the tickets accessible (in case of future legal matters). Does anyone know of workarounds or know of future upgrades???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.Register for our Upcoming Webinar - Customize and Personalize your Customer Service Platform
Hello all, Hope you are well and safe. We are now preparing for the fifth webinar in the series. Webinar Topic: Customize and Personalize your Customer Service Platform Date & Time (PDT): November 15, 2023, at 11:00 am | Registration Link: https://zurl.co/OiqZDesk - Finance Integration: Line Items and Default to Contact vs. Ticket
I'm using the Inventory and Books integrations with Zoho Desk, and these are very useful. There are a few things that could make this even better, though. My company manufactures durable goods and sells via e-commerce. Our support runs through Desk. WeAlerts not working
Hello there, I am trying to set up some email alerts and they do not seem to work. At the moment I have 4 custom alerts that will notify DS when mentioned in a ticket comment, when a comment is added, when a ticket is assigned and when a customer replies.Snippet issues
1) you can only create, delete, and edit snippets while making a reply. That means if I want to create a snippet, i have to enter a ticket and then click "reply". Does this make any sense at all? There should be a stand alone page for making cannedis there any possibility to communicate zoho with different platforms
Goodmorning , i would like to know if there is any possibility to trigger zoho ticket system using another platform . For example : customer goes to their back office , selects a product that is bought , wants to create ticket , hit the create ticketWorkflow to log time spent in an department
Hi, We have a reporting ask to be able to see how long a ticket has spent in one department as tickets get moved around a lot of our departments frequently. When a ticket is raised in Department B and then moved to the Department A we have a workflowAuto login user by Remote authentication feature
Currently, I am looking to integrate our hosted applications with the Zoho help center. The requirement is as follows, a specific set of users will be logged into our application (authentications done at our end), and once the users are logged in, inTemplate Email Reset Password
Hi It is possible to customize the email that comes to a Customer Portal user? It comes in English and need this in Spanish. Esteban Elias Preventa Tecnica - Educacion Xpears.comRemote Login: Zoho Help Center / Portal (Customer)
Hello, I would like to open the Help Center https://<customName>.zohodesk.eu/portal/en/signin and authenticate the customer directly so that they are automatically logged in. This is not about the internal employees / agents but about the portal users.Pick a light agent as ticket owner
My collegae is a light agent within ZohoDesk. I would like to set him as a ticket owner, so I can monitor the progress of this ticket. But I don't see his name/profile when i want to set the ticket owner.Register Now for our Upcoming Fourth Webinar to Enhance Productivity Using Zoho Desk
Hello all, We are gearing up for our fourth session in the webinar Series. Webinar Topic: Automate your customer service activities and increase productivity Date & Time (PDT): November 6, 2023, at 11:00 am | Registration Link: https://zurl.co/hOMW (IST):Pourquoi Zia ne peut pas être activée dans mon Help Center ?
Bonjour, Je ne parviens pas à activer Zia pour traduire automatiquement les articles de mon Help Center ?Zoho Desk Workflow perform action x minutes after new ticket is created
I want to perform an action x minutes after a new ticket is created. I tested this with with the following but it did not trigger the email Alert action. Execute on: Create Criteria: Time to respond is Greater than 1 minutes Actions: Send an email alertDynamically prefill ticket fields
Hello, I am using Zoho Desk to collect tickets of our clients about orders they placed on our website. I would like to be able to prefill two tickets fields dynamically, in this case a readonly field for the order id, and a hidden field for the seller id. The clients access the ticket form by clicking a link in our customer area, so ideally I would like to pass the values to prefill with as part of the URL. I imagine that this could be along the lines of calling https://our-domain/portal/newticket?order_id=123&seller_id=456Show number of Associated Accounts in ticket view
When viewing a Contact record in Desk it has this indicator when they are associated with multiple accounts. In this example the Primary Account is Core Sound Imaging, but I see there are 3 additional associated accounts. You have no such indicator inHow to prevent ticket re-activation at reception of absence notices?
If we mail the customer and have to wait for his response, we set the status to 'Wait Customer'. If customer as configured an auto-responder, the ticket gets thrown on the agents desk right seconds later and additionally the agent gets an email aboutemail from client did not create ticket
We have had this happen a couple of times in the past and them it seemed to clear up but today it happened twice. A client will send an email into our support address but it will not create a ticket. We know that the email came because we have it copyTickets mail blocked. Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8
Hello, our Zoho Desk emails are being blocked with the message: Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8 Can you please get this rZoho Desk and Jira integration - Can I connect multiple Jira accounts? If yes, how?
Hi, We already using the Jira integration with one Jira Atlassian account, and it is working well. My question that, is it possible to connect to multiple Jira Accounts as we're working with multiple dev teams and the new team has their own Jira account?React Native Build Error with ZOHO sdk
Hi All, We are getting error while building our react native app with ZOHO react-native-zohodesk-portal-sdk (Screenshot attached). Please let us know if its a known issue. or if you have any ideas.Unable to add attachments to knowledge base anymore
I have been adding articles to knowledge base in Zoho Desk (as part of Zoho One). Today suddenly i found that I am unable to upload and attachments to the articles. I get the following error: "Attachment couldn't be added." I have uploaded the screenshotUpcoming Webinar - Ensure Secure Customer Service Operations and Compliance with Regulations
Hello all, Hope this message finds you well. A friendly reminder for our upcoming third session in the webinar series. Webinar Topic: Ensure Secure Customer Service Operations and Compliance with Regulations. Date & Time (PDT): November 1, 2023, at 11:00Next 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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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