Automatic Reply to Customers with templates during Holiday Hours
Hai Team :) 12th and 13th May 2021 are holidays, so our customer service is also closed. That's why I want during the holidays if there are customers who email our CS team there will be an automatic email reply according to the template that has beenFormula Fields for Zoho Desk Custom Fields
Dear Zoho Desk Team, I'm writing to request a new feature for Zoho Desk: formula fields for custom fields. This functionality would allow us to dynamically calculate values based on existing custom fields within a ticket. Current Limitations: Currently,Multiline text fields no longer supports bullets?
We previously used a custom multi-line text field and have recently determined this no longer supports the bullet (unicode U+2022) - is this by design?Contacts per department
Hello, Is it possible to limit Contacts to a Department? ThanksAutomated Dismissal of Specific Notifications and Centralized Control of Toast Notification Settings
Dear Zoho Team, I hope this message finds you well. We would like to request two enhancements related to notification handling within Zoho Desk: Automatic Dismissal of Specific Notifications: Currently, when certain actions are taken in the ticket listTime Zone Agent vs Clients
Good morning, We seem to be having an issue with the timezone, All my agents are in Central America (GMT -6), but clients are in Eastern (GMT-4). When an agent responds, the ticket enters GMT -6), but any resonce from a client is stamped with GMT -4.Change Zoho Desk Super Admin
Hi Zoho support team, May we ask on how we can change our super admin for our subscription? Currently, the person in our company primary contact and account administrator is different from our super admin This is because we are trying to enable the chatGuided Conversation Widget - Can it Auto-Start?
Finally got our guided conversation to work like we hoped and create tickets. Doing some testing this morning of how to lay it out on our website and rather than getting an active chat dialog, I'm presented with this (relatively hideous) thing I've neverAdd a Report Standard Filter that isn't time based
The current limits of reports requires a time based filter but in some cases we need to know everything from the beginning of time so these are not helpful. Please expand this to include all time or allow the standard filter for reports to be a non timeFormatting changes don't trigger a save in Knowledge base and Save As Draft doesn't actually save anything
Recently came across this issue While going through some documents and fixing some formatting issues like bolding some words, changing the list options such as bullets or numbering doesn't trigger a "change" and thus the document doesn't auto save. TheControl Over Zia Generative AI Reply Assistance Behavior
Hello, I would like to request an enhancement to the Zia Generative AI feature, specifically concerning the Reply Assistance within Zoho Desk. Current Issue: When replying to a ticket, the Ticket Properties section is automatically replaced by the ZiaGoogle's Announcement on Deprecation of Less Secure Apps
Google has announced the Deprecation of Less Secure Apps (LSAs/Basic authentication) in Google accounts, requesting all app users to transition to OAuth for enhanced security and to prevent hacking of accounts and information. What does this mean forZoho text editor sucks.
I've been in charge of managing and maintaining all Zoho products across all departments in our organization and everything for the most part is fine but one thing I can't stand is the text editor. Everytime I try to edit text, I get weird glitches andDiscourse integration with Zoho Desk
Hi, We want two-way integration between Discourse forum with Zoho Desk, Any topic created on the forum will create a corresponding ticket on Zoho Desk. Any subsequent posts on the forum should appear as a customer reply on the same Zoho Desk ticket. AnyRemove currency sign from fields
Hey, how are you? I'm new managing zoho desk, and I'm trying to remove the currency sign from their field. Do you know if it's possible? Because I'm not finding any option to let me do this. Thanks!Zoho Desk Custom Module Sync with Zoho CRM Custom Module
It is great to see the new Zoho Desk custom module feature, thanks for this enhancement. My questions is that if there is a same custom module in Zoho CRM, can I map that custom module from Zoho CRM to Zoho Desk? Just like account/contact/product, theOpening & working multiple tickets
We work in multiple tickets at the same time. Currently to do this, we have to open multiple instances of Desk. Is there a way to do this by just opening multiple ticket tabs within 1 instance of Desk?Zoho Desk and Zoho People Integration - is it possible in order to alert whether an agent is available
Hi, We use Zoho People for our employees to log absence (Paid Time Off etc). I was wondering if it was possible that this information can be shared in to Zoho Desk, so that when allocating a ticket to an agent, if they are on leave there is an onscreenUnable to Star Ticket List Views
I currently have 9 ticket list views "starred." I had 12 starred a few days ago, but while trying to troubleshoot this issue, I removed some lists I felt I could do without. Whenever I click on the star from a ticket list view to add the view to my starredZoho Desk Webhook Security
Hello, 1. I have setup the webhook on Zoho Desk. When webhook send the event that I'm getting different kid from JWT from the headers of Zoho Desk webhook events than the kid is present in public keys present in the URL (desk.zoho.com/.well-known/jwks.json).PGP Support
Hello. Are you planning to add a PGP support to Zoho Desk? Thank you.ASAP SDK for React Native - Android
Hi, I need to integrate ASAP SDK into my react native application, I'm following your tutorials, on iOS it works ok, but on Android I get the error Failed to resolve: com.zoho.desk:asapsdk:4.0_BETA-01 Please I would appreciate it if you could help meSlowness
Hi I am facing issues of slownessCompressed notifications create more work make them useless / Notificações compactadas criam mais trabalho e as tornam inúteis
Not fit for purpose. / Não é adequado para o propósito. The problem is that the most important notification @MENTION ... is now lost in a tier that you have to click on each one to see if you were mentioned. This should be a priority notification andAdd Hyperlink Functionality in Zoho Desk Email Template Editor
Dear Zoho Team, We would like to propose an enhancement to the Zoho Desk email template editor to allow the inclusion of hyperlinks directly within the email templates used for ticket replies. Current Situation: Currently, when creating an email templateDisable Default Value in Multi-Select field
Hello, Is there a way to disable the default value feature when setting up a custom Multi-Select field? When creating tickets I would like it so there isn't a value pre-selected in the multi-select custom field that was created.Prevent Zoho Desk Functions from Being Considered Manual Updates by Users
Dear Zoho Team, We would like to request an enhancement to Zoho Desk to ensure that notifications are not incorrectly triggered for admins when functions or workflows are executed on tickets. Current Behavior: When an admin creates a function/workflowInviting Clients to Meetings and Receiving Meeting Invitations in Zoho Desk
Hello, We are a B2B and therefore we need our agents to be able to send and receive meeting requests in Zoho Desk. We use one support address for our clients and we then assign tickets by the manager of the Deal in Zoho CRM. We want the assigned agent to be able to accept a meeting invitation from a client and have it integrate with their calendar in either Outlook or Zoho Calendar. We also want an agent to be able to invite a client to a meeting from Zoho Desk. Ideally sending a meeting requestEnable department switch on Setup pages
It is no longer able to switch departments when on the setup pages - this is blocked. Because some features are department specific and some are not - this would be a helpful toggle. Also it would be helpful if the differences were highlighted globalWhy is my Lookup field not being set through Desk's API?
Hello, I'm having trouble setting a custom field when creating a Ticket in Zoho Desk. The endpoint I'm consulting is "https://desk.zoho.com/api/v1/tickets" and even though my payload has the right format, with a "cf" key dedicated to all custom fields,Move a ticket from one department to another without creating the product in both departments
Hello everyone, I am having serious problems with the products. When a customer creates a ticket in a department and selects a product by mistake and we move it to the corresponding department it automatically creates in both departments the product.Securing Your Knowledge Base in the Help Center
Hello Everyone! Welcome to this week's edition on customizing the Knowledge Base in the Help Center. As the core of self-service for customers, the Knowledge Base is essential, but some organizations, like ZylkerShop, choose to restrict access to registeredCan you schedule a Zoho Meeting from within Zoho Desk?
Can you schedule a Zoho Meeting from within Zoho Desk? Doing so would be a very quick and useful way to setup suture meetings with clients.Logo image in snippet is not being displayed
I was using a logo image in our snippets since we began to use Desk and it has disappeared about a week or about 10 days ago. I just was able to check it and found out that the snippet area is not displaying any of the pasted jpg, png or tiff images anymore.How do I change the default close status when I hit the "Close Ticket" Button?
Hi Gang I have several closed status, however I want one as the default. At the moment it is defaulting to one that I don't desire. How can I configure it so that it defaults to my preferred close status?Workflows being applied and the Large unwanted popup
When a workflow is being applied do to an action, then the Agent is left with a large Window asking if they would like the see the changes this workflow did. Is there any way to disable this prompt from appearing?CRM Related Lists in Desk
I set the name of the Custom modules in CRM as ShipmentItems in zoho desk. Where should I see this modules information in zoho desk?[solved] #original_sender trick not working for us
Hello community ! We really like DESK.. it's working like a charm for us but I have a request. Some users are sending emails personnaly to me (instead of using the support adress).. and I saw there was a possibilty to use : #original_sender {mail@mail.com}Attachments on Forwarded or Replied emails
Replying to an email with previously attached files all attachments are removed. Forward cannot be used as the email is flagged as private. Is there a way to reply to include attachments to a reply as the alternative right now is download all attachments, compose the reply, re-attach all attachments which is very cumbersome to do.How do I change the Subject header when I reply please, it contains Re which I want to remove.
Hi Zohodesk, When a customer logs a call we have amended the Acknowledge on new Ticket template so the subject header has "Ticket Id" at the start of it. When we reply the customer gets Re: and then the Id and I can't see a template for this? Can youNext Page
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Auto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensureAutomation#23: Automate Guided Conversations in Zoho Desk with Business Hours
Hello Everyone, This week's edition introduces a custom function designed to automate Guided Conversations in Zoho Desk, based on your business hours. With this feature, you can align the bot's behavior with your business schedule, ensuring a smooth andAutomation #6 - Prevent Re-opening of Closed 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. Typically when a customer submitsAutomation #7 - Auto-update Email Content to a Ticket
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. Email is one of the most commonlyAutomation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have Terence
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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 theRequest 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 asAnyone 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!Twilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving callsNeed help: Different email notifications for manually created tickets vs email-generated tickets
We're trying to set up different email notifications based on how tickets are created in Zoho Desk: When a customer emails us, they should receive the standard "Acknowledge Contact when a new Ticket is received" notification When our staff manually creates
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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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