On Create Workflow vs manual Macro trigger
Hi, I have a custom function that merges ticket together when they have the same specific text in the subject. If I trigger this manually via a macro it works flawlessly, every, single, time. However when the customer function is attached to an 'On Create'
Email Notification text Hidden
When my CRM sends us a new lead notification into desk, everything after the first sentence is collapsed and you have to click on the 3 dots to see the content of the email. See Below.... Any idea what I can do to fix this?
Knowledge Base 'Recent Articles': show less Articles
Hi Zoho, is it possible to limit the number of articles displayed in the "Recent Articles" Widget? Right now it is 5, we'd like to display only 3. We will not upload too many articles in the near future, so old articles will always remain in the "Recent
Zoho Desk's ASAP announcement | A demo app is on the way
We're excited to present a significant step forward in demonstrating the ASAP mobile SDK. If you're new to ASAP, here's a quick intro. What is ASAP? The App Support Across Platforms (ASAP) widget in Zoho Desk is a stand-alone app that provides in-app
Ticket Reply Assistant ZIA Dutch
Hello, I activated the Ticket Reply Assistant today. A nice functionality of ZIA. Unfortunately this is only working for tickets in English. When will Zia be available in other languages? ChatGPT is already able to deliver that. Regards, Jasper
Contacts View
Hi, I am setting up Zoho Desk with the CRM integration because Desks Twilio integration is much better than CRM. I was able to set up the two way sync and import my CRM contacts, however I am not able to filter my leads with a 'Contacts View'. When creating
Disable written feedback on articles in the nowledge base
Is there a way to disable the option to give written feedback on articles in the knowledge base/help center? I could only find articles on how to disable the feedback buttons or the comments on articles, but not the specific feature mentioned above. Unfortunately
first contact resolution
interested to know how others are dealing with first contact resolution (fcr). i cannot find any articles on this subject.
ZohoDesk outgoing emails blocked by SpamCop
Some outgoing messages being rejected as junk mail because ZD mail is blocked by SpamCop's filter This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is
How to apply blueprint on tickets that created from IM module
Hello, I have an issue applying blueprint on tickets that created from WhatsApp conversation, the tickets matches with the blueprint criteria but still we are not able to put these tickets into the blueprint. I've tried with deferent type of tickets and
Adding customer as end user resulted in error
I have a customer that I created as end user, she received the registration email but it resulted in an error, see screenshot. Since then I've deleted and re-added her several times but she no longer receives the email and cannot register. We've checked
Templates when adding a ticket
Hello, When adding a ticket and crafting a description is it possible to have the templates available? I would like to do it all at once vs creating the ticket then navigating to the ticket to send the initial contact. Thank you,
Search for fields with null values
Hi all, I'm writing a custom function in Desk. Part of this function must search for all tickets that are unassigned in a certain department. This is the part of the code: unassignedTicketSearchCriteria = Map(); unassignedTicketSearchCriteria.put("assigneeId",null);
Very long loading times | bad performance [ZOHO DC: EU]
Hello there, we have recently noticed that the loading times have become extremely long when retrieving tickets and ticket details. For example, I open any ticket and get the following view. The subject and standard information (ticket owner, status etc.)
Archive Tickets
Hello, As an Admin user, I can search for tickets in the search functionality, but those that are archived only appear if i click to search in 'all modules' rather than 'tickets'. One of my colleagues who is an Agent doesn't have the option to search
DESK Customers issus
I don't want anyone to see the POTENTIALS section in DESK Where can I turn it off?
Switch to enable or disable sent notification when close a ticket
Some time you need to turn off the notification email on closing a ticket. But the only way is in the Settings of Zoho Desk. It would be great to have a switch in the ticket just to disbale for once the notification mail when close the ticket.
Zoho desk -ticket attachment rename feature
Hi, I am looking to rename tickets attachments - Either 1. Rename attachment or 2. As workaround delete old and add new one with new name and same attachment data. Is this possible using zoho desk request api ?
How do I deactivate email notifications for support tickets?
Hi, I have an account as an agent for my company. Right now I get emails for all support tickets, but I don't need these - I just work on the Knowledge Base. How do I unsubscribe from email notifications for tickets? Thanks.
Desk Email reply - set default font / use custom font
Hello, in our e-mails, which we send to our customers, a certain font must be used (Corporate Design): Segoe UI https://en.wikipedia.org/wiki/Segoe#Segoe_UI How can this be included? How can this be set as the default font to ensure that this font is
Team as a Ticket Owner
Is there a way to include a Team name as a ticket owner? Thanks Rudy
HTML Hyperlink in ticket body
Hello, I am currently evaluating Zoho Desk for our needs. We are creating tickets using available APIs and attempting to insert hyperlink (html <a> tag) in the ticket text. When ticket is created the hyperlinks are converted into blue text and actual
sandbox
is there a sandbox area for testing within Zoho Desk for new features before we publish/use Would like to iron out details and configurations vs waiting offline to test customization of different configurations, and/or change a working setup. Also, don't
Developer Environment?
Hello! Quick question, I couldn't find it anywhere but is there any form of development environment in which I can test stuff before I apply them to a production environment?
Does Zoho Desk have a Dev instance?
I'm coming from a ServiceNow Team into Zoho Desk. ServiceNow had a Developer Instance that we would configure and test, before moving it into Production Instance. Does Zoho Desk offer this? If I'm working on a trigger or workflow, I don't want to disrupt
How 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.
Desk Sandbox
Hello folks, As most of main Zoho software (CRM, Creator...) have a sandbox account. How feasible Desk will have the same in a short coming time? Is it an option in development? Thanks!
Test/sandbox/staging environment for Zoho Desk
Hi there, My company is using Zoho Desk and also the API for Zoho Desk for some internally developed features. Currently, we have a dummy department "Test" to help test our features and interactions with Zoho Desk's API before integrating a new feature.
How to change the time zone for dates in email template placeholders?
Hi, We have enabled some email notifications on specific actions such as "mentioned in a comment". This uses the default email template provided in Desk, which contains the datetime placeholder "Case.Recent Comment Time". The problem is that this placeholder
Bulk edit for picklist and multi select fields
Right now I'm recording a lot of new picklists and their corresponding values into the system and at a point I had a change of mind and decided to rename some subsets of these values. You do allow adding multiple values in bulk but unfortunately there isn't a way to modify existing values in bulk. I guess that a spreadsheet style interface would be required to allow us to edit picklist and multi select list values in bulk.
Featurecast Story 16 - Adding Images
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 16 - Adding Images Why are images so powerful? Images grab our attention quickly; we are immediately drawn to them. Consider this feature post: Did you first look at the words or image?
How to create a Deal in CRM from a Desk ticket linked to same Account and same Contact of Zoho Desk ticket
I know that there is this topic: https://help.zoho.com/portal/en/community/topic/automation-9-convert-zoho-desk-tickets-to-new-deals-in-zoho-crm But I would like that the function search for a correspondence between the ticket email equal to the CRM contact
Dashboard stacked bar color
Is there a way to change the bar's color in a stacked bar? Correctly it shows Blue and Green I need Red and Green Thanks Rudy
Asterisk phonebridge outbound click-to-call error
I have installed the Asterisk Phonebrige and connected it to Asterisk Manager. Successfully received inbound call pop-up on Zoho desk. But when I'm trying outbound call, the Zoho/ztiadapter said: INFO: Inform Asterisk to Make Call ================= toNumber=
Auto detect language in desk
Hello. I'm wondering if there is a setting in Zoho Desk that can automatically detect the language of tickets created in Zoho. Currently, we're experiencing issues where some tickets are marked as -None- for language, while others are correctly identified
Being able to see if a user is on a ticket prior to opening ticket
Some of our groups do not use auto-assignment so we would like the ability to see if someone else is IN a ticket from the Classic/Compact/Table View main screen.
Desk / Contracts
Hi, Support administrators can no longer edit contracts within the Accounts>Account>Edit. Also in settings we cannot see contracts. Has something changed or do we need to change the settings under the administrators?
Contacts permission control in Desk
In CRM, Can use the organization to access the contact's permission control. The creator can only see his own data. I would like to ask if this permission control function can also be achieved in Desk and how to achieve it.
Supervisor Rules --> Custom Function
Hello, currently I can't add a custom function to a supervise rule. Is there a reason for this? Background: We have BluePrint managed tickets and actually we have a Supervise rule which should set the ticket to "closed" after 168 hours since the last
Jira integration, not all statusses seem to be synched
Hi There! A lot of things have changed since we last spoke about the Jira integration. It works so much better and almost in a perfect wat for us. Our setup is as follows: - We link a Desk ticket that needs bugfixing to a ticket in Jira - In Marketplace,
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