Show the peek icon at all times!
Why is the peek icon hidden in the list view unless you happen to hover over exactly the right place?, I started a chat session to ask why it wasn't available in the list view - it turns out it is there, but it is hidden unless you happen to hover the mouse in exactly the right place! I am very computer savy (i've worked in IT over 25 years now) and if I didn't know it was there - then who else is unaware that this icon exists! Why is it not just permanent on the screen next to the word open ?Automation #12 - Automatically add comments to tickets when criteria matches
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimizeAutomatically create support tickets on a recurring basis
As mentioned in this post, the idea of a recurring ticket is pretty valid. From time to time, we have to create repetitive tickets (like windows update tasks, restore simulation of backups, check firewall rules for unused entries, and so on). I guess this is a very important tool for Service/Help Desk purposes, so we doesn't have to create a internal schedule (on Microsoft Outlook or Google calendar) to remember to open a new ticket every week/month/etc.Automation #2- Create recurring tickets using Schedules
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. Creating recurring ticketsAutomation #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 spamminghow can i delete a forum from Community?
Hello, I couldnt delete the forums that i didnt wanna use it anymore. i could just do them disable.Automation #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 submits a support ticket, it is assigned with a status to map its journey. Zoho Desk provides you with four default statuses: Open, Oh hold, Escalated, Closed; along with the option to create your own statutes which can then be mapped to these default ones.Mutibrand portal customization
Can we show snippets of tickets/status of raised tickets to customers on portal home page. And can we add announcements on this home page too where we can show recent company announcementsCustomer Feature Requests
Like Zoho, we're a software company that markets an SaaS product. We frequently get feature requests that come from the support system. My technicians have a responsibility to listen to our customer requests and add them. Right now the only way to doDelay send for ticket responses
Is there any news on being able to delay send ticket responses similarly to delaying sending emails. I don't want customers to know I am working late into the evening and would like to delay the response until the next morning?Automation #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 commonly used support channels and with Desk's easy setup you can easily convert your customer conversation into tickets. All you need to do is to forward the emails received at your support mailbox to Zoho Desk and every customer conversation is convertedAutomation #5 - Configure Round-Robin without Load Balancing
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. In Zoho Desk, Round Robin isAutomation #9 - Convert Zoho Desk Tickets to New Deals in Zoho CRM
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips on optimizingAutomation #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 emailCreating a new community
Hi, We want to create a new community. We are facing the issues with mapping a domain. Can you please provide the detail steps to create a new community? Looking forward for your reply.Making Another community
We already have a community regarding our business. We are creating sections in our business regarding various topics. So I wanted to know how to make another community related to our businessAutomation #10 - Auto Assign Ticket based on Keywords
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips on optimizingZoho Desk Virtual Meetup: US Atlantic, July 13 - 22, 2021
In continuation with our efforts to learn through the Zoho User Groups (ZUG), we're hosting a series of virtual meetup for our customers in United States starting with US Atlantic user groups from July 13 to July 22, 2021. The dates for other regionsWhatsApp Integration
This integration empowers you to provide live support through WhatsApp, right from within Zoho Desk. When customers message your business on WhatsApp, your agents can choose conversations and respond to them without leaving their help desk. Agents can reply to customers, send attachments, and resolve issues, all in real time. Zoho Desk helps you keep track of these conversations by logging them as tickets. If you tried the beta feature, please share your feedback below. Your feedback will helpSend email via Deluge
Hello everyone! I'm struggling with deluge in Zoho Desk. I'm trying to send an email using sendmail function, but I'm getting this response: Line 77 refers to "From:" sendmail [ from: "suporten2@ideris.zohodesk.com" to: emailseller subject: 'Seu ticketChats 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.Automation #11 - Auto Update Custom Fields with Values from Emails
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimizeBeta User Group: Share your Feedback
Every now and then we release new features to our Beta community with the intent of receiving valuable feedback from you all, our end-users. Some of you have been using Zoho Desk for years, while others are newcomers to the software, and to this platform. To ensure that your feedback doesn't get lost in the crowd, we've introduced this separate Community Topic where you can contribute your experiences and feedback. Posting within this topic on our Community will not only bring all your experiencesDesk App - Show Account Name on Ticket List
In the Desk App Ticket List, the account name is not displayed; you can only see the account name if you go into the ticket and press the 3 horizontal lines to display 'ticket details'. For our business the contact is less relevant than the account name,Session expiry in this community
Not sure where best to add this but is it possible to improve the session expiry in this community as it is frustrating to have to keep logging into it all the time. In other communities like for example those that use Discourse, I am always logged inContacts to Multiple Accounts
Relate a single contact record to multiple accounts and easily track the relationships between the customers and businesses they work with. If you tried the beta feature, please share your feedback below. Your feedback will help us refine the finer details before releasing this feature for a larger audience. P.S. If you haven't requested the beta yet, you can do it now here.Email notifications to knowledge users
I need to notify users of knowledge by email that new articles have been published. The idea is that when a new document is published an email is automatically sent announcing it.Telephony Integration between Zoho Desk and Wildix
I activated the specific integration. It would be really useful if it would work not only with Zoho CRM, but with all the component of the Zoho One suite. Are you going to extend the integration and may you gave me an exitated time of this extension? By the way the po up regarding the inbound call should appear ONLY when a Lead / Contact / Account exists with a phone number associated to it that matches the calling number, otherwise the pop up is a noice. Best regards Paolo BocciKB Dashboard - Keyword search success ratio
How is the "Keyword search success ratio" calculated? Any additional information is also helpful. Regards, FernandoPlaceholders in articles
Hi Zoho team, I know placeholders are usable within snippets and email templates, but I haven't been able to use them within knowledge base articles. I'd like to essentially have a long format response for customers that I can paste as an article intoZoho Desk Community Digest - September 2021
New Feature Multiple account handling is now available in ASAP web widget ticket form and detail page properties. Other Enhancements Webhook URL failure handling - If a webhook has more than 100 failure events within an hour, the webhook will then beZoho Desk Community Digest - August 2021
New Feature Multilingual support for the ASAP web widget is now available in Zoho Desk. You can now buy Zoho Lens inside Desk with 20% discount. Ticket Archiving - The Ticket Archiving flag is removed as the feature is now enabled for all accounts.Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics whichAutomation #13 - Auto assign tickets based on agent shift time
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimizeZoho Desk Community Digest - July 2021
Enhancements Finance and Pagesense integration for Marketing plus accounts. With multiple JS domain support for ASAP JWT Authentication, you can now add up to 5 domains. Important Community Discussions Create a contact with custom fields in a ticketZoho Desk Community Digest - June 2021
Product Enhancements Added a "Discard" option to the Article List and Article Detailed view page. You can also view the time that the article was last modified in the Article List view. Added Telugu to the list of languages supported in the multilingualZoho Desk Community Digest - April and May 2021
New Features Introduced a set of default widgets on the help center customization page for customers on the Standard edition. You can now import agents into your portal using the Import API. Agents imported through this functionality are first listedZoho Desk Community Digest - March 2021
New Features Introduced the Skill-Based Assignment capability, which helps you automatically assign tickets to agents, based on the skills (areas of expertise) attributed to them. Introduced the Backup UI functionality, which helps you download dataZoho Desk Community Digest - February 2021
Product Enhancements The Activities module now has an option to manually mark individual tasks, calls, and events as spam. The spam marking also automatically happens when an associated ticket, contact or both entities are marked as spam either manuallyFocus Group Webinar: Widgets 101 - Create, test, and embed widgets
This Focus Group webinar brings into focus Widgets in Zoho Desk. Learn how to build and implement widgets that integrate seamlessly with other internal and external applications. During the session we will discuss how to: Create widgets Configure theNext Page
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Automation #12 - Automatically add comments to tickets when criteria matches
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimizeAutomation #2- Create recurring tickets using Schedules
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. Creating recurring ticketsAutomation #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 spammingAutomation #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 submits a support ticket, it is assigned with a status to map its journey. Zoho Desk provides you with four default statuses: Open, Oh hold, Escalated, Closed; along with the option to create your own statutes which can then be mapped to these default ones.Automation #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 commonly used support channels and with Desk's easy setup you can easily convert your customer conversation into tickets. All you need to do is to forward the emails received at your support mailbox to Zoho Desk and every customer conversation is converted
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Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics whichRegister for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our featuresAsk the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here. Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way. If you have a business use case but not sure if Workflow isShare your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects: Integration with different Telephony vendors Routing calls to agents Converting