Zoho Desk Forms, what if fields?
In Zoho Desk, when creating forms can you have fields "appear" when options are selected from a dropdown? For Example, we have a list of companies that we support on a dropdown. One company has a list of locations. Instead of listing those locations forEOL of Universal Analytics and an introduction to Google Analytics 4 (GA4) in Zoho Desk
Greetings! Universal Analytics was sunset on July 1, 2023. Google Analytics 4 is now supported in Zoho Desk. We are thrilled to introduce Google Analytics 4 (GA4) to enhance your Zoho Desk Help Center experience. GA4 is an analytical tool that providesChange language of an article in HELP CENTER
Hi, we first had the Zoho DESK set in English language and made some articles in the HELP CENTER. Now we changed the language to Dutch, but the Articles are only visible when I choose English in the HELP CENTER. Can I easily change the language of thePriority Email
Hello, I would like to ask if it is possible that when a user opens a ticket via email he can also set the priority to for example High. We only use the free version of the ticket system. Thanks a lot With kind regards Jamal Al-JibouriGuided Conversation Enhancements: Send and receive locations during chat session and view flow metrics
Hello everyone, We are excited to announce two new enhancements in Guided Conversations. Earlier this year, we introduced Guided Conversation, a self-service platform that allows organizations to empower their customers and employees to find solutionsdoes the iOS app support blueprint?
how can an iOS user use a blueprint in the app? we are not seeing this functionality in the iOS app.Track tickets moved across departments
Hi there, I'm just wondering if there is any way to track tickets being moved to a different department through reports? We have the professional edition so we don't have access to custom functions. ThanksWhen a ticket is marked as spam, is it included in dashboard & reports, or is it filtered out automatically?
I don't see a way to filter our reports to remove tickets marked as SPAM. Since the tickets are SPAM, I'd like them removed from my core customer service reporting.Does Zoho Support use DKIM for outgoing email?
We are using Zoho Support to help our customers. The responses go out via email, sent by Zoho's mail servers, on behalf of our support address (e.g. support@mydomain.com). (We don't use Zoho Mail) Does Zoho Support use DKIM ( http://en.wikipedia.org/wiki/DomainKeys_Identified_Mail)Anonymous user can downvote any knowledgebase article as many times as they want
I thought this was a mistake but it is true. Any anonymous user can downvote any knowledgebase article as many times as they want. I even tested this on Zoho's own knowledgebase. If the the feedback form is enabled and even if email is required. The reasonPossible to create a serialized article review process?
We understand how the article review process works. It is possible to have many reviewers for the same article. However, only one can actually publish. Is it possible to create a workflow so that we can choose to review in a specific order? Such as EditorDesk - Sort and Filter
Customer would like the ability to: Filter and sort on Status Filter and sort on Tags Is this possible?Client Cannot Access Her New Portal: Cookie Is Disabled (But Is It?)
Hello, Has anyone run into a problem with clients unable to activate their portals because they cannot set their own password? I started using Books a few months ago and only created about 20-30 portals so far. Most seemed to work but 4 people told meWays to mark First Response Time?
Is there another way to mark first response besides emailing the client? Sometimes, we enter a ticket after we've already spoken with them about the issue and have started looking into it. Other times, our first response comes in the form of a phone callShow notifications on ticket's updates
Hello, So, is there any way to have a visual alert/notification whenever someone comments on a ticket? I just want the visual alert, not an email... Thank you!Is it possible to create CRM case from Zoho Desk Ticket?
Is it possible to create CRM case from Zoho Desk Ticket via an API from Desk or CRM or through User interface?Zoho Support - Request Closed Time/Date
Hi, Could you please add a feature that states the date & time when the case is closed. I find it difficult in tracing the date/time of closed requests. Currently, i am referring to the created time and comparing it with the modified time (for all requests) to measure the exact time for a resolution. It would be great if you could help me out as I am stuck.Unable to process request when sending ticket from help center
Hi. I was creating a ticket on our help center and I get an "Unable to process request" error.Customer Happiness ratings
Hello. Is there away to to disable the happiness ratings for different categories/sub categories that has been used? Or will this not be possible and only count for ticket that are closed? And as well, can the logo be disabled on top of the email or canTranslating tabs in Help Center
Hello, is there a way to translate tabs in the help center? Here: Thank youHide reply option for closed ticket
When I close a ticket and the closed status does not come back to default status people can reply but agent never read their message. Could I hide the reply option? I don't want that a customer can reply if a ticket is closed.Extract ticket reports with their associated attachments
Hello, is there a way to extract ticket reports including the attachment associated with the tickets?Embedding Storylane in KB articles
We are trying to enhance our KB with demos created via Storylane. Embedding the code does look alright in the editor itself, but does not show up in either the preview nor the published version.Merging contacts does fail because of help center membership
I'm trying to merge two contact records (they are the same contact) where one of them is a member on the help center. The system warns me about this situation and then I de-activate this contact as an "End User" for the help center. Right now the systemHow do I apply a standard onboarding/welcome email to a new ticket?
New Zoho Desk user. I would like to create a series of standard messages for specific situations (e.g., onboarding welcome message) that can be applied to new tickets. It seems like email templates can only be applied to ticket responses.Customer Ticket Template
Hello, is there a way to create a new ticket format when customers opens new ticket so that every time any customer wants to open a ticket he has to fill some fields like Ticket Reason ( issue , question , request ) Ticket Department (Reporting , SupportCan't get verification invitation for new users created
While trying to create an new agent in Zoho desk,The invitation isn't received in the email inbox.DMARC reports showing 0% SPF Aligment from emails from Zoho. What's the correct SPF Record
Hi Everyone, We are trying to improve our email security by blocking all potential threats but getting the correct SPF alignment from emails sent from Zoho is proving to be more difficult than imagined. As mentioned in the setup / dkim, we used the followingCategories and Sub Categories
Hello. I'm trying to find a way to change the Categories and Subcategories in Desk. I'm unable to find a way to change, add, or remove anything. When we create a new department we might need to add a few other fields to fit the inquiry user contact usShowing All Channels in Help Center is Problematic
Hello: There needs to be a way to disable channels featured in the Help Center. Nobody in our industry uses Twitter or Facebook and it looks like we are being unreachable by not setting up the Feedback Widget. Is there any way this can change? Also, thereChats to tickets in MS Teams with Zoho Desk
Hi, is it possible directly from MS Teams chats to Zoho Desk tickets creation? I've already created Zoho Desk tab and connector in MS Teams.Looking for information or solid example
Hi! Hope you guys are doing fine. I want to fetch data from zoho desk but I keep getting CORS issue. Access to XMLHttpRequest at 'https://desk.zoho.eu/api/v1/tickets?orgId=xxxxxxx' from origin 'http://localhost:3000' has been blocked by CORS policy: NoPriority Email
Hello, I would like to ask if it is possible that when a user opens a ticket via email he can also set the priority to for example High. We only use the free version of the ticket system. Thanks a lot With kind regards Jamal Al-JibouriZoho Desk's Instant Messaging | Feature Updates | June'23
Hello All, As we advance into the year, we're eager to bring you this quarter's feature updates, where we'll run you through the significant updates in the Instant Messaging module. I hope this info is insightful as you continue using our IM module toUnable to pull all the characters inside one ticket thread. Only returning the summary with 183 characters
Unable to pull all the characters inside one ticket thread. Only returning the summary with 183 characters via deluge function in ZohoDesk // sample code ticket = zoho.desk.getRecordById({orgid},"tickets",tixId); // returns the ticket based on ticketBulk Close Selected Tickets Not Possible
Greetings Zoho One of the limitations I've found rather frustrating within Zoho Desk is the inability to bulk close certain tickets. When searching a specific criteria, you are able to select all tickets shown in the search results, but the close option vanishes allowing me to only 'merge' said tickets. Often I can find myself with sometimes 100+ tickets that need closed and I have to close each one individually which is very time consuming. Please could you add this feature, or let me know if there'sNotifications are blank. I get new notifications on my phone, but Im not getting anything on the web.
No new or old notifications are showing.use zoho.desk.getRecords to look for a specific agent using email
Is it possible to use zoho.desk.getRecords to look for a specific agent using their email? sample from https://www.zoho.com/deluge/help/desk/get-records.html does not provide a proper example on how to use the query_value parameter. Can anyone provideSend and Close button selects the wrong Closed Status when there is more than one configured,
We have added a new closed status of Idea Logged. When we choose this it closes the call as expected. We have another team that assess the ideas outside of ZohoDesk. The problem we have is that when we use the Send and Close button on a Ticket it nowChange font for Help Desk articles when printing
Hello, is it possible to choose a different font for the document when trying to print an article from the help desk? We actually use Arial as a default font + we applied Inter via CSS. Problem is: when I try to print an article, the page is printed usingNext Page
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Improve Collaboration and Communication with Mass Comments
Hello everyone, Customer service is a dynamic space where agents are often required to collaborate with other teams to resolve customer issues with quick and accurate solutions. For example, imagine multiple customers raise tickets stating that they areCelebrating 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.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 emailUse 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 users
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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
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