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.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 ConvertingZoho Desk Community Meetups 2019 - Canada
Hey there! Are you making the best use of Zoho Desk? Do you think meeting and learning from other Zoho users in your city would help? If yes, then Zoho User Group Meetups is the right place for you! We're happy to announce our first Zoho Desk User Group meetups in Toronto, Montreal, Quebec City, Calgary, and Vancouver. 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 shareIm new to desk (was using fresh desk for 5 years) struggling with alert settings
I followed instructions given to me on chat, but I still cant get it right... I dont get email alerts when someone adds a new task but I do if they reply. If I reply to a customers ticket, I get an alert telling me that THEY updated it? (and Im assuming they do) Im not the most technical of people, so is there a way I can get someone from Zoho to log onto my account and help me achieve the best / standard setup? Many thanks JohnSQL Query
Has an option been added in the SQL query to allow a selection of “is after today” yet? People pay for yearly maintenance and still request support but the CRM states this expired. So it makes sense to be able to set a trigger to send an automated email if the date queried in question is in the past has passed. Example: Expiry is 12/25/2018. Email arrives 05/08/2019, today's date "is after" expiry, trigger an automatic email saying there's no support for the sender.Service Contracts and Pay as you go
Can you get Helpdesk to Round up to the nearest hour base on support times? We have clients who pay an up front fee pcm and others who pay as you go? is this under support contacts?Ask the Experts 6: A 5-hour online Q&A on Self-Service
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 be discussing Self-Service in Zoho Desk. Here are the topics that will be covered in the session: Help Center Mobile SDK KB ASAP Zia Bot Community Post your questions/ doubts/ suggestions on the topic andZoho Desk Community Digest - April 2019
Top Product Announcements Upgrade to the new SalesIQ live chat Latest updates to Blueprint includes: Blueprint Canvas Expand/Collapse Option Make Auto Transition as a Common Transition State Connectors from the Canvas Chart Tags supported as a criteria in Analytics ASAP Home page widget customization Top Product Enhancements Blueprint: Increased the number of State Level SLAs as 3 Increased the number of Common Transitions as 5 for Enterprise accounts. During and After Count in sub-tabs Quick DeletionHow to close a ticket without it being reopened by a thank you reply
How to avoid a closed ticket from being reopened by a Thank You type of reply!No products available in search box
Hi, I can't see all my product wich i have create when i click on the search icon. When i start typing the begin of the product name, they will be visible. Is there a way to show all products using the search icon? Thanks a lot.Zoho Desk Community Digest - March 2019
Top Product Announcements Collaborate with context, with Zoho Desk for Microsoft Teams. Sync your Products Module for better context All your activities, now under a single tab. Show your community the value of their involvement. Optimize your web form with relevant metrics 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 ExpertsNext Page
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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 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 TerenceFeaturecast Story 12 - Auto response
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 12 - Auto response Provide prompt, clear communication Auto response ensures that users receive an immediate confirmation of their message, setting a positive tone for their interactionsAutomation#22 Track Ticket Duration at Specific Status
Hello Everyone! Welcome back to the Community Learning Series! Today, we explore how Zylker Techfix, a gadget servicing firm, boosted productivity by tracking the time spent at a particular ticket status in Zoho Desk. Zylker Techfix customized Zoho Desk’sAutomation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved between
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Automation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved between
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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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