Ticket Status Colors
Can i change the colors of Ticket Status in the admin panel? Or even change the background of the entire cell of a Critical ticket? This way its easy for my agents to see a urgent ticket when it comes in. Right now everything is black text. Here RightIntroducing the inline translation feature in IM module - iOS18 feature.
In the latest version(v2.8.26) of the Zoho Desk iOS app, we have supported inline translation feature within the IM module, enabling real-time translation of text messages. This enhancement improves the user experience by facilitating smooth, multilingualSplit ticket option is not showing on the "More actions" menu
Hi Team! I want to report that the "Split as new ticket" option is not showing on the "More actions" menu, as showed on the documentation on: https://help.zoho.com/portal/kb/articles/spawn-a-new-ticket You can see this behaviour on our client the followingZoho Desk - Archiving Contacts
Hi, We have a lot of customers in Zoho Desk with associated contacts. When a contact leaves we want to be able to still have their tickets in our history as this is important. But we don't want to have all these contacts that no longer work for the company.Editing the Ticket Properties column
This is going to sound like a dumb question, but I cannot figure out how to configure/edit the sections (and their fields) in this column: For example, we have a custom "Resolution" field, which parked itself in the "Ticket Information" section of thisZoho Desk layout Save
Hi Every time I try and update the customer layout and save it comes up with - Unable to process your request Please helpLink Zoho Projects Task to Zoho Desk Ticket
Currently the integration between Zoho Desk and Projects only works by linking Desk Tickets to Project Issues. This works fine, but we use Zoho Projects for much more than just issues. It would be very helpful to have the option to link a Desk TicketURL field dependant on account
Hi all, I'm trying to do something with dependant fields but don't know if it is possible. With another service desk solution I have used in the past, it was possible to have fields that auto-populated with information based on the account name. In thisASAP Unable to raise ticket
Hi, I have created a new ASAP widget, but when you click on raise ticket in both the preview and live, it just presents a blank box with no form to fill out. Can anyone assist?Optimize your Knowledge Base for enhanced visibility with meta descriptions
Let's explore the importance of a meta description for your article. Imagine a diligent writer named Damon, who has been working tirelessly on a knowledge base article for his website. He knew that a well-crafted meta description was crucial to attractDisplay a field of an Account on the Ticket view
Hi there, We would like to display of the Account of the user submitting a ticket on the ticket view. See for example: How can this be achieved? It doesn't really matter where it will be placed as long as it is shown there. Thanks, SnirEmail Approval in Zoho Desk
Hello! We would like to set-up an approval process, so that agents will prepare the reply to a ticket, the reply will be sent to an agent who will act as approver and then the approver should have the option to: -Comment requesting for improvement ofHow do I customize the Knowledge Base tab in our customer portal?
It looks like we only have the option to customize the Home Page of the customer portal. How can I gain access to control what shows on the the Knowledge Base? It shows 'Recent' and 'Most Viewed' articles - but what if I want to arrange specific linksGenerating Ticket Report listing
Hi. I am trying to generate a report where I need to get all the tickets created in tabular form. I was able to generate the report but upon checking details, the report only includes channels - web, phone and email but not tickets having Portal as theDefault/Private Departments in Zoho Desk
1) How does one configure a department to be private? 2) Also, how does one change the default department? 1) On the list of my company's Zoho Departments, I see that we have a default department, but I am unable to choose which department should be default. 2) From the Zoho documentation I see that in order to create a private department, one should uncheck "Display in customer portal" on the Add Department screen. However, is there a way to change this setting after the department has been created?Classification from Picklist not showing
Hello, I have no idea what is happening with our ticket stuff, but I've been trying to add a few more classifications for a technology ticket in our ticket system. I can add it just fine to another department, but when adding to Technology, it doesn'tClosed Tickets
When will an update to the Zoho Desk add the ability or functionality when the ticket gets closed it says closed. As of now when I close a ticket people can reply back to the same ticket and it will reopen. It shouldn't be an issue when this was firstAutomation #4 - Auto Delete Tickets based on Rules
This is a monthly series in which 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. Unwanted tickets spammingExporting Ticket Threads/Comments and Attachments in Reports
Hi, I would like to know is it possible for Ticket Comments and/or Attachments to be displayed in Reports?Adding Knowledge Base articles to multiple departments (Multi-branding not set up)
We have set up a single site, within helpdesk for clients to access Knowledge Base (KB) articles and raise tickets. Within the site we have set up different departments to cover the different products we support. We have a generic department where weTicket creation - Can we restrict Departments based on User Groups?
We are wondering if it is possible to restrict the values displayed in the Department drop down field when creating a ticket based on the User Group the person raising the ticket is allocated to. We have User Groups set up to match Departments (essentiallyStay on top of your tasks now, with Task notifications in Zoho Desk Android app
Hello all, In the latest version (v2.4.16) of the Zoho Desk Android app, we have brought in support for Task Reminder notifications. You can now get notified if the reminders for the tasks are enabled while creating the tasks. Below is a screenshotIn Focus: Radar's Community Dashboard— A must-have tool for every community manager
The community dashboard in Radar comprises a number of useful KPIs and charts that can help with fostering engagement in your user community. The insights and handiness of Radar's community dashboard make it a must-have tool for community managers. ToOrganize your knowledge base articles in a custom order
Hello everyone, In your knowledge base (KB), articles can be displayed based on the time of creation, time of modification, or in a custom order that allows a static view of articles in the help center. Previously, the custom order was an option limitedaccess to quartz for my customers
Hi how can I have access to the application quartz you use for us to send you screen rocording, this feature would be immensely useful for our customers support https://quartz.zoho.com/Allow Selection of Multiple Threads and Notes for Splitting into a Separate Ticket
Dear Zoho Team, We would like to request an enhancement to the Split as New Ticket feature within Zoho Desk. Currently, users can only select one incoming thread to split into a new ticket. However, there are many scenarios where the ability to selectIs it possible to automatically remove a user from a Help Desk User Group on expiration of their contract
We are investigating whether Zoho Desk will allow us to restrict access to Zoho Desk (Knowledge Base and Ticketing) based on whether they have an active / valid contract. Contracts can be recorded against an Account, and Users are also linked to an Account,Ticket Management Process for Closed Tickets
Hello! I would like to verify the feasibility of the following process: If a ticket has been closed for more than 10 days, it should not receive any updates or responses. If the user tries to reply to a closed ticket, notify them that they need to openAuto assignment of tickets to an agent in Zoho Desk based on Account owner in Zoho CRM
Hello everyone! I have written a custom function in Zoho Desk to automatically assign a ticket to an agent in Zoho Desk based on the account owner in Zoho CRM when a new ticket is created in Zoho Desk. I hope this helps who need it. You must create aManaging Ticket Responses in the Help Center
Hello Again! Welcome to the series unveiling amazing codes to customize your Help Center with ease! This week, we’re revealing codes to hide two additional tabs on tickets in the Help Center. By default, Help Center tickets offer users the options toCustomize the ticket ID for enhanced ticket tracking
Hello everyone, Ticket IDs in Zoho Desk are the unique reference numbers that are assigned to tickets when they're created. Agents generally use the ticket ID to locate a particular ticket and to reference a ticket in conversations and feeds. When customersEdit Format of Subject in Helpdesk Mails
Hi all, is there any way to edit the format of the subject in desk mails? Currently it's looking really ugly. I would prefer to have the Ticketnumber at the end and also a space after "Re:". Current Format: Re:[## 104 ##] Test Ticket Preferred Format:Line application won't create a new Ticket
Previously, when we resolved a customer inquiry through Line chat, we would close the corresponding ticket. However, starting last week, we encountered an issue where customer queries within the same chat were not assigned new case numbers or marked asHow to listen to ticket change
Hello community, I created a widget, which checks all departments, if the user has written there as well, as some customer do this. Overall it works fine, except that I have to refresh the widget tab every time I go to another ticket. How can I listenLine break in Conversations
I am trying to return a table like from the formatter in a Webhook to a Message block, all in a big string, but I cannot start a new line. I've tried with "\n" which produces "\\\\n" and newLine = hexToText("0A") which produces "\\n", making my messageTrack agent work activities and attendance with the agent attendance tracker extension
Hello everyone, In this post, we will discuss the importance of tracking agents' attendance, the current challenges that businesses are facing in this area, and the key benefits of monitoring daily activities. Managing agent attendance effectively isSetting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer andIs "Agent" as broken as it seems?
I just want to pass this by the community because I'm certain I'm missing something here: Out-of-the-box, Zoho Desk has two pre-defined Roles: CEO and Manager. It also has a few pre-built user-types (each of which have a pre-assigned and uneditable RoleBackup Log Sorting
The sorting in the Data Backup log is odd. It should be sorted newest first or allow sorting defaults. It's currently all over the place and hard to figure out when it was last backed up.Blocking Specific Emails in Zoho Desk
Hello! I would like to know if it’s possible to block a specific email in Zoho Desk so that tickets are not created from it. Could you guys help me with this question?Next 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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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
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