What 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.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.Clicking 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.Im 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?Zoho 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 ExpertsTechnician Accountability
We have several technicians. Some work faster than others. Some tickets take longer than others. We'd like to be able to see technician statistics for management purposes. Having to run yet another of 100 reports is just more work. Your radar app is interesting but even it has issues. This information should be available right in the Zoho desk application. It's great you have 40+ programs but getting quality integrations and features is suffering because there are too many teams working independentlySLA with Support Contract Dates
Everywhere in the system when you use a date field, you can TYPE the date using mm/did/yy format or use the drop down calendar to select a date. However, in Zoho desk when you're setting the start/end date of a support contract you are required to use ONLY the calendar. We set our monthly subscription clients to use a date of 12/31/2050 as the support expiration (since there is no way to make it not expire until canceled). Because of this, I have to hit the >> button on the calendar 32 times to getDefault SLA
Every customer has a basic service requirement - the SLA and then over and above that is the support agreement. We have a couple of problems. 1. When a support agreement expires, Zoho Desk deletes the SLA from the client account. 2. Any client account without a manually attached SLA is getting higher priority in the call/ticket queue. We need to be able to assign a default SLA to all clients and it should not be deleted when a support agreement expires. Lastly, Our clients sometimes buy more thanTicket Fields Need Default Values
We've created SLA for various products and assigned these SLAs to customer accounts. Yet, still when we add a new support ticket we are prompted for the product name despite Zoho Desk knowing that the customer account has an SLA applied. It should be defaulted to the product assigned to the one and only SLA we are allowed (unless you plan to let us have multiple SLAs) There are also other fields such as "due date" - we are forced to select a due date on each ticket yet this date doesn't matter.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.Relate Customer to department
I need to specify for customers registered which departments he can viewZoho Desk Community Digest - January 2019
Top Product Announcements Do more with live chat, thanks to SalesIQ. Let your apps converse with each other, seamlessly. The new and improved Reply Editor, tailored to your requirements. Customizable Table View for Tickets SLA Metrics Dashboard Setting up Zoho Desk for Office 365 Integration Other Product Enhancements Round robin assignment for offline agents As an update to our recent Slack Integration, you can now : Send messages to private channels Deliver automated notifications via directWelcome 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 hereZoho Desk Community Digest - December 2018
Top Product Announcements Introducing the onholdTime Parameter to Support the New On Hold Status. Zoho Desk now lets you hit pause. With Zoho Desk, now take the solution to your customers. Ask the Expert Session Ask the Experts 2: Advanced process automation Here's wishing you a successful year ahead!Webinar 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 seeingZoho Desk Community Digest - November 2018
We had a big release earlier this month as a part of the Zoho CRM Plus Unified Customer Experience Platform! This unified platform is designed to connect your sales, marketing, sales, and customer support operations, more deeply, and allow information to flow from one operation to another across the entire customer lifecycle. Here's a sneak-peek to the latest addition to Zoho Desk as a part of this release: Artificial Intelligence – Zia Service Process Automation – Blueprint Mobile Apps For SupervisorsSpotlight 1: How can Blueprint help you manage your service processes?
When your software doesn't accurately capture a process that your business follows offline, the flow of your work can become inconsistent. Blueprint in Zoho Desk helps you solve that. It allows users to create a flow based on pre-defined processes or even customize processes based on individual needs. Blueprint help you streamline service teams' approach and minimize the risk of bottlenecks. Everything follows your requirements, and scaling a process between teams is just a click away. Let's takeWebinars: A round-up of Zoho Desk's new features
Last week, we introduced a bunch of new features in Zoho Desk. As a follow-up to the launch, here are a few recorded webinars that will give you an overview of these features. Webinar 1: Layouts and Blueprint Webinar 2: ASAP, Zia, Ticket Sharing, Teams, On Hold Status, Time Tracking, Radar If you have any questions, feel free to post them here or you can write to us at support@zohodesk.com P.S. Private beta access to Zia is available only for customers on the Enterprise edition. To request forZoho Desk Community Digest - October 2018
Top Product Announcements TLS v1.2 Upgrade for Zoho Desk Zoho Desk integration with Zoho SalesIQ Option to set a default home page Ability to turn off the Private Thread handling in Configuration Other Useful Discussions Zoho Desk Provider for PHP OAuth 2.0 ClientNext Page
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Knowledge base: The nitty-gritty of SEO tags
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 directWhen moments in customer support get "spooky"
It’s Halloween again! Halloween is celebrated with spooky symbols and meanings based on history and traditions, with each region adding its own special touch. While we were kids, we would dress up in costumes along with friends, attend parties, and enjoyCreate an Eye-Catching Announcement Widget for Your Help Center
Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand forAutomation #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 commonlyOptimize your Knowledge Base for enhanced accessibility by adding alt tags for images
Let's learn why alt tags are crucial for your articles. You can add alternative tags (alt tags) and alternative text (alt text) to the images you share on your community forums or when embedding them in articles. Alt tags refer to the HTML attribute,
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It’s Halloween again! Halloween is celebrated with spooky symbols and meanings based on history and traditions, with each region adding its own special touch. While we were kids, we would dress up in costumes along with friends, attend parties, and enjoyRemembrance Day to Remember – Recalling Values
The phrase “at the eleventh hour” refers to the 11th hour of the 11th day of the 11th month in 1918, when the hostilities of World War I came to an end—but it still holds meaning today. Remembrance Day (Veterans Day in the US) is observed on NovemberLess clicks, more connection – the usability edge of Zoho Desk
Imagine joining a new workplace, eager to prove your skills, partner with peers, learn new tools, and build a strong foundation for your career. The standards you've set could drive pressure into your head. You now discover the organization is using ZohoThe challenge of 24/7 connectivity: Being present and meeting customer expectations
Before television entered our homes, radio was our window to the world. We had to tune carefully to catch voices from distant places. When television arrived, the world began to grow smaller. We can watch rocket launches, see the goal that wins our favorite
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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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