Zoho 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 theUnable to edit Email template for shared ticket notification
When a ticket is shared between departments, i would like to edit the email template for shared ticket Email notification.Print Tickets
We have field engineers who visit customers. We would like the option to print a job sheet with full details of the job and account/contact details.Zoho Desk Community Digest - January 2021
Marketplace Updates Building Extensions #8: Create widgets using the Zoho Desk JavaScript SDK - Part 1 Other Enhancements Introduced a new help center preference that lets you decide whether users must log in or not to submit tickets. Introduced a category-levelRegister 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 featuresMulti-Layout
Multi-layout 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. This is not just for the ticket; you can add multiple page layouts for accounts, contacts, activities, products, and time entries. 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 requestedZoho Desk Community Digest - December 2020
Product Enhancements In the Create Ticket form, now while you select a Contact you can also see the Subscription and Invoice details associated with the contact and contact's account in the right panel. This is available for all paid editions. ThereCommunity Round-up: 2020
First and foremost, thank you for being a part of our growing community, and helping us build something great! The year began with much excitement and with hopes of making 2020 everything we believed our community needed and more. Though the year didn'tHere's how you can become our MVP!
The recently launched Gamescope functionality has helped our users interact with their customers better and reward them for their involvement. In that vein, we, at Zoho Desk care for our community just as much. So, we want to take a moment to tell you that your involvement is not going unnoticed. For every comment you add and every vote you cast, there are badges and points that will be added. That’s not all, the more badges you earn the higher chances you have to become our MVP! It comes withZoho Desk Community Digest - November 2020
Marketplace Updates Building Extensions #5: Configuration setup while building extensions - Part 1 Building Extensions #6: Configuration setup while building extensions - Part 2 Building Extensions #7: Configuration setup while building extensions -Zoho Desk Community Digest - October 2020
Marketplace Updates Building Extensions #4: Uploading new extensions and updating existing extensions in Sigma Other Enhancements Going forward, you can discard article drafts created in the Knowledge Base module. You can now check for duplicate entriesZoho Desk Community Digest - September 2020
Marketplace Updates Building Extensions #3: Setting up the development environment and building extensions for Zoho Desk Other Enhancements Analytics integration now supported for call, event, and comment modules As a part of the multi-language support,Automation #8 - Auto Update Contact Fields
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 Community Digest - August 2020
Marketplace Updates Building Extensions #2: An introductory post on the features supported in the platform to build Extensions Other Enhancements Marketplace support now available in the Help Center. Mass actions, such as bulk assigning, updating, deleting, closing, or moving multiple tickets are now possible. You can perform these actions on up to 10 tickets at a time. This functionality is available in all paid editions. Agents can now receive desktop notifications even when they are in the idleCommunity forum API
Hello, Another question about the community functionality in Zoho Desk. I am looking for all the ways to promote the usage of community for our clients. Onу of the measures is to display 5 latest topics from Community forums on our website. How can I do it? I did not find any API methods for this. Do you have REST API methods for this or anything like a prebuilt widget? What would you recommend to display topics from the community on our website? Regards, AndreyZoho 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 detailsCreating 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 MailNotification 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 importZoho 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 calledZoho 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.Zoho 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 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 fromCommunity 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 ofZoho 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.Next Page
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Automation #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 TerenceOptimize your Knowledge Base for better visibility by allowing search engine crawling and indexing
All you need to know about no-follow and no-index in KB. What are article crawlability and indexability? Crawlability and indexability are vital for making an article visible and accessible to search engines. When a search engine crawls an article, itAutomation #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 optimizeAutomation#32:Auto Add New Portal Users to the Help Center User Groups
Hello Everyone, Introducing a custom function that automates the process of adding new portal users to Help Center user groups, making user management effortless! By default, Zoho Desk allows you to assign new portal users to groups manually. But withAutomation #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
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Register 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 featuresShare 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.Tip #1: Learn to pick the right channels
Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal. When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues.Welcome to Zoho Desk Community - Say hello here!
Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined hereWebinar 1: Blueprint for Customer Service
With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing
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