Zoho Desk Community Digest - July 2020
Marketplace Updates Introducing Toggl, Alegra and 3 more Zoho Desk extensions Introduction to Developer Series on Extension development for Zoho Desk Other Enhancements Refer your friends to use Zoho Desk and earn wallet credits Now when a ticket status gets associated with Blueprint, you can change the type of the associated status with some restrictions. New Catala language support for Help center Calendar events will now also be added to the ticket threads and can be viewed in the ticket detailsAsk the Experts 15: Authentication, Security, and Privacy
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 about topics related to Zoho Desk. The panel will be available for a 5 hour period and will answer any questions posted here. In this month's ATE we will discuss the the following topics: Authentication - SAML, Remote authentication, JWT Security and Privacy - Data protection, Secure access, Data privacy, Other security related features Data Management -Creating an alarm according to the status information of the tickets
Ticket is sent to the manufacturer for review. - How long has passed since the first message was sent to the manufacturer (Vendor - Status: HOLD) - How much time has passed since the last message was sent to the manufacturer. (Vendor - Status HOLD) Can I create an alarm to the manager for the tickets that have been waiting for the manufacturer for x days by removing the elapsed time?How can i send a snap shot of a dashboad
I would like to send a snapshot of a dashboard to my team on the first of each month all i see is a way to export a csv or xls is there a way to schedule a snapshot of a dashboard maybe a PDF.Gamescope
Gamescope is the process of gamification for agents that helps you bring in a competitive environment for your support agents. Awards your agents with badges and trophies for the successful completion of tasks and introduce healthy competition for improved customer service performance. 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 betaMulti-lingual Knowledge Base
With Multilingual Knowledge Base, you will be able to create and manage articles in multiple languages to support customers from different regions and associate multiple categories with each department in your Knowledge Base. These features, used alongside User Groups, make it easy to personalize and manage your content for different groups of users. If you tried the beta feature, please share your feedback below. Your feedback will help us refine the finer details before releasing this featureZoho Desk Community Digest - May 2020
New Features of the Month Navigating email templates just got a lot easier! Beta Releases Beta access to Multi-Layouts. This allows you to show a separate set of fields for each product, process, or service and ensure that your customers and agents see only the relevant fields. Marketplace Updates Introducing CapsuleCRM, Xero, ClickSend and 7 other Zoho Desk extensions Other Enhancements Bulk export option is now available for all static reports. Before downloading a EML/Msg file in MailAsk the Experts 14: Help desk Customization
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 about topics related to Zoho Desk. The panel will be available for a 5 hour period and will answer any questions posted here. In this month's ATE we will discuss the various customization options available in Zoho Desk. We will cover the following topics: Field Customization Field Mapping Layout Rules Validation Rules Field Permission Template CustomizationNotification templete
I´m using the Desk in Spanish but by the way, In the templates, I find this "Notify agent when a comment is deleted" and all comments anyone post I receive that template. My question is. if the Notify "says" comment is deleted is not really deleted so I guess is wrong named because it looks like a comment is added. the template look as a follow Dear ${Cases.Recipient Name}, ${Cases.Recent Comment By} has deleted a comment from a ticket (${Cases.Request Id}: ${Cases.Subject}) that has beenOnline Workshop: Actionable insights on Customer Support Performance
Need more insights on how your customer support team is performing? With a tight Zoho Analytics integration, Zoho Desk provides you an easier way to create and analyze reports such as Time to First Reply, Closed Ticket Trend, Escalations and much more. In this online workshop focused at our customers in A/NZ region, we are bringing you an opportunity to learn from our experts and see them in action as they take you through the integration. Register now and save your spot! Date: May 21, 2020 Time:Zoho Desk Community Digest - April 2020
Marketplace Updates Introducing Github, OnePage CRM, and 4 other Zoho Desk extensions Beta Releases Beta access to the functionality of mapping a contact to multiple accounts. This is available for Enterprise edition only. Other Enhancements Provision for creating private forum topics in the Community module. Displaying lookup custom fields in the Zoho Finance integration. This option is added to the Create Invoice/Estimate page. Importing Microsoft Office 365 contacts to Zoho Desk. You can importAsk the Experts 13: Agent Productivity Apps - Powered through Marketplace extensions
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 about topics related to Zoho Desk. The panel will be available for a 5 hour period and will answer any questions posted here. In this month's ATE, we will be discussing our in-built extension that can be enabled from the Zoho Desk Marketplace. Over time, the team at Zoho Desk has built many extensions designed to increase the productivity of agents, andZoho Desk Community Digest - March 2020
New Features of the Month Automate your custom functions using Schedules Marketplace Updates Introducing Vimeo, Insightly CRM, and 5 other Zoho Desk extensions Other Enhancements You can now add contacts as cc in ticket add form and help center Knowledge base article permalink structure modified to include category name and section name A new option in the KB manage page, to help users choose if they want the feedback form to be displayed for the disliked help articles A new default report calledAsk the Experts 12: We're here to help you work from home, with Zoho Desk
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 about topics related to Zoho Desk. The panel will be available for a 5 hour period and will answer any questions posted here. Let's face it, the world is battling a pandemic and businesses across sectors have been hit. Many, perhaps even yours, have made it mandatory for employees to work from home. This week's ATE is dedicated to all those support teamsZoho Desk Community Digest - February 2020
New Features of the Month Zoho Desk now integrates with Zoho Inventory and Zoho Subscriptions Beta Updates WhatsApp for Zoho Desk is now open for beta access! Other Enhancements Update your Zoho Desk domain-mapping details (CNAME) at the earliest. Get a one-time notification on Desktop for a new ticket. In Blueprint, you can now arrange transitions in a specific order from each state "Show Master" option in Knowledge Base to view the first article that was written while seeing the translated versionsWhat is your opinion on the best integration for project management?
Looking to add a project component to Zoho Desk.Ask the Experts 11: A 5-hour online Q&A on Zoho Desk Integrations
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. In this month's ATE, our experts will be answering question on all Zoho Desk Integrations. If you have questions on how an integration works or how to set it up the right way, drop them as comments below. Here's a list of allZoho Desk Community Meetups 2020 - Australia and New Zealand
2020 is all about our customers! In that spirit, we are starting the year with our first ever Zoho Desk community meetups in Sydney, Melbourne, and Auckland. These meetups are a great place to meet local Zoho users, Zoho Desk product experts and partners, all under one roof. Join us as we discuss some key Zoho Desk features and share some tips and tricks. We will also be hosting an open Q&A session to address any questions or concerns. Topics: Ticket Management | Automation | Self-Service | ReportsZoho Desk Community Meetups 2020 - Mumbai
We're back with 2020's Mumbai User group meetup and we'd love for you to be part of it! Join us in Mumbai on 7th February, 2020 for some engaging session with unlimited coffee and cookies! This meetup has curated sessions for both beginners and advanced Zoho Desk users. 9:30 - 10:30 AM: In the beginners sessions, you can learn how to: Manage conversations across multiple channels from a single interface Collaborate across teams to reach faster resolutions Create workflows to automate repetitiveZoho Desk Community Digest - January 2020
New Features of the Month Multi-lingual Knowledge Base is available for beta access. Quick Enhancements SSL certificate is now mandatory to complete domain mapping Most talked about topics How to create auto-replies within Desk How to generate oath access token with the help of API only Sharing Knowledge Base articles across multiple departments Community learning series Ask the experts 10: Zoho Desk Best Practices Zoho Desk Community Meetup 2020: ANZ Articles we are reading Snippets fromAsk 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 isPaste Screenshot in Ticket
We love Zoho Desk, but we miss the ability to paste screenshots directly into a ticket. I know that others have requested this functionality, but I thought it would be good to add it here as well.Community Round-up: 2019
We've just entered a brand new year and it feels like the right time to take a moment and thank you all for being an integral part of this community. It was quite an eventful year and to get a sense of just how much happened, let's look back at the year that was. 1222 new users visited our community page last year - let's make them feel welcome so their numbers keep growing! We made 51 significant announcements. This included major feature releases like: New channels for support: 3CX, Exotel, Ubityin Zoho desk add filter to to workflows to stop the same operator being notified by email of tasks that they have carried out.
I have raised this in a zoho chat session, and there was no solution. So I am posting the idea here. Please add a facility to workflow to not notify the current operator via email of any actions that the operator themselves has carried out. Scenario 1: i do not need an email to tell me that I have just assigned a job to me - but I do want to know if another operator assigns me a job Scenario 2: I do not need an email to tell me that I have just logged a new ticket for someone - cos I just loggedZoho Desk Community Digest - November 2019
Top Product Enhancements: Deprecating support for the default help center theme Other Product Enhancements: Comment with only the attachment will also be synced via Bug tracker. You can now encrypt the custom field values stores in your database You can encrypt the values only for the following data types: Text, decimal, integer, email, phone, percent, and url Available in all Zoho editions. Now, you can have 16 connections for a state transition in Blueprint Option to delete for the entries ofAsk the Experts 9: A 5-hour online Q&A on Zoho Desk Mobile Apps
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. As the holiday season begins, we're hosting one last ATE session before we sign off for the year. To keep things contextual, this month's ATE explores how support teams can plug in and out of work easily, using Zoho Desk's mobileZoho Desk Community Digest - October 2019
Top Product Announcements Cleaning up your non-migrated social portals Deprecating a Key from Responses of Time Entry APIs Customer service made simple with Zoho Desk, now with iOS 13 experience Deprecation of XML/JSON APIs in Zoho Desk mobile app Other Enhancements In Classic theme, Community home page layout now changed from Single column to Two columns Ability to use Zia keywords in the criteria section of the assignment rules Ask the Expert Sessions Ask the Experts 1: Setting up departmentsZoho Desk Community Digest - September 2019
Top Product Announcements Introducing Goal Metrics for Zoho Desk Other Enhancements Grammarly extension now available in Reply and Help Centre editor Ability to restrict the Total Cost field Attaching files from Zoho Workdrive is now possible Ability to generate reports with the comments and contracts module too Ask the Expert Session Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the ExpertsShare 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.The ASAP Add-On for the Web
ASAP Add-On for the Web : Your end-customers is that they do not have to navigate to a different page on your website to access help articles or seek help from your customer service personnel or interact with fellow users of your service or product. They just have to click a single icon on your website. NOTE : First of all, you need to create your account in ZOHO Desk. After that you can integrate your Add-On for the Web. And please follow below steps... Click on settings icon at top right corner.Ask the Experts 8: A 5-hour online Q&A on everything Zoho Desk
Welcome to Ask the Experts session! This is a monthly discussion in forums; wherein 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 will answer all question posted here. In this month's Ask the Experts session, we are opening the floor to all questions related to Zoho Desk, be it ticket management, automation, workflow rules or integration. Ask away! We are also excited to announce that we have two panelists fromClicking an account or editing a ticket opens a new zoho page and then stops your timer
I cant tell you how many times I have accidentally clicked to edit a ticket and I lost my on going timer. Is it possible to have this open in a different window or tab by default so we dont lose our timer? Also it would be nice if there was a way to edit the ticket subject without having to go into the edit ticket page as this slows down the work flow. Would be nice if you could do this similar to how you can edit the waiting status or comment from the left side.Questions Regarding Desk
Why is it so difficult to merge tickets that have different statuses? I have found a work around to do this by creating a custom view that includes open and on hold tickets but it's honestly a pain and doesnt work very well because you also cant display more than 20 tickets per page and they are sometimes on different pages. Why can we not show more than 20 tickets per page? Is this something that can be implemented? Why can we only merge three tickets at a time?SLA
how to assign multiple SLA's of same department to the one account.Change in subject by replying on ticket.
Hi Team, we dont have any auto tagging of ticket. i want such a functionality when we reply on the ticket then system should tag the ticket with department name.Printing Ticket
Can any help and show me how to print Ticket. Been waiting for more than a year, still no news from Zoho team. Thank so much. Michael.Zoho Desk Community Digest - July 2019
Top Product Announcements Social Module Enhancements Integration with Team Viewer Ask the Expert Sessions Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts 4: Agent Productivity Ask the Experts 5: Zoho Desk Extensibility Ask the Experts 6: Self-ServiceZoho Desk Community Digest - June 2019
Top Product Announcements Integration with Zoho Sprints Validation Rules Ask the Expert Sessions Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts 4: Agent Productivity Ask the Experts 5: Zoho Desk Extensibility Ask the Experts 6: Self-ServiceZoho Desk Community Digest - August 2019
Top Product Announcements Goal Metrics Help Desk Customizations Customize Themes in Sandbox Custom Fields API Revamp Ask the Expert Sessions Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts 4: Agent Productivity Ask the Experts 5: Zoho Desk Extensibility Ask the Experts 6: Self-Service Other Discussions Move resolutions to top of the comments >> Radar vs Desk >>We're now Gartner Peer Insights Customer Choice 2019!
We're super excited to announce that we have been recognized as an August 2019 Gartner Peer Insights Customers’ Choice for CRM Customer Engagement Center! All thanks to our wonderful customers! We are grateful for your support. Read some excerpts from customers that contributed to the distinction here.Next Page
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A well-optimized knowledge base with great SEO can benefit your company by allowing customers to find help articles and support resources using search engines. This enables customers to quickly and efficiently find the information they need without directAutomation #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 tickets forFeaturecast Story 18 - Conversation views
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 18 - Conversation views Find all your business conversations in one place Providing service on any channel is a challenge Agents need to be able to actively listen and work with customersAutomation #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 spamming
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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
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