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 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 ClientDepartments
We use Zoho desk with 14 departments, some have child departments. Customers can send tickets via email, or by form specific to department (different fields). Currently agents are assigned to a department + team on their role. We'd like agents to have access across all departments if they are in the mail header fields or have a lookup (via search) for department. But if they are not members of department they are blocked. We've tested assigning an agent to all departments, and members to teams theyMultiple actions toolbar (Merge, Close, delete etc) disappears as you scroll in Google Chrome sometimes
Scenario 1) If you are trying to merge 2 tickets and tick one and then scroll down the toolbar disappears sometimes in Chrome as demonstrated in the above chat session. I have attached a screenshot to explain. Scenario 2) You are trying to merge 2 tickets where the second ticket falls on another page (>50 tickets) you cannot merge across pages. I know you can do an advanced search, but that is really clunky and time consuming and defeats the object.Add a keyboard shortcut to exit peek mode (Escape key ?)
I use peek to quickly look at tickets in the list view - it would speed things up if you could just hit a key like the escape key to close peek mode instead of having to move the mouse over to the X to close it and then move the mouse back over to click on the peek button for the next ticket etc.....How Can an End-User Check the Status of a Ticket?
On our public portal, an end-user can submit a ticket and see the ticket ID number. My question is two-fold: How do we add users to the public portal? I can add agents to the Desk, but that doesn't allow logins to the public portal. How can end-users check the status of tickets? Is there a way for non-agents to look up a ticket number and see a ticket status?Custom Acknowledgement Email
Hi, I want to create a custom email templates when a user creates a ticket and on a closure of tickets, Customer should be notifies or acknowledged. Can you please explain it to me I am using enterprise version of zoho helpdesk. ThanksPossible Report: Tickets with No Task?
Our tech department is great at making tickets, and great at solving issues....but we fall short of customer expectations because what is driving workflow right now is "What is on fire!?" And so the issues all wait until they are 'on fire' before they get attention, its turned into our queue order. I would LOVE report where IF the stage of the ticket is <xxxxx> (i.e. open, pending...whatever) AND there is no task....show the ticket. There should never be an open/active ticket with no activity.Is it possible to trigger changes in Zoho CRM from within a DESK ticket?
Could it be possible (via workflow, blueprint, ...) to trigger some things to change or to be created in Zoho CRM?Zoho Desk Community Digest - Q3 2018
Top 10 Product Announcements: Zoho Desk now integrates with Zoho Books/Zoho Invoice Power your Self-Service with Google Analytics Changes to your Setup page within Zoho Desk Keep track of time and payments, now from within Zoho Desk Collaborate without compromise, with Ticket Sharing Zoho Desk now integrates with Slack A whole new facet of Search One more step towards better data protection Knowledge Base enhancements that let you rest assured Zoho Desk Software Development Kit (SDK) for Android
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Powering Customer Support with our women
In Zoho Desk support, women make up 50% of our team. We see this as one of our strengths, reflecting the spirit of this year’s theme, "Give to Gain". Our women find their balance Women carry many responsibilities — they represent frontline support, leadAutomation #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 submitsInclusion is the new engagement
When in a very challenging situation, it helps to have peers or friends around you saying, “Everything will be okay.” They speak to you in common or shared language. But your inner voice comes to you in a truly uplifting language that stays close to yourCreate 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#31: Automate Splitting Names for New Contact Records
Hello Everyone, This week, we present to you a custom function, which allows you to split the first and last names from the user's email ID based on the separator used in the ID. Having grown into a large firm, Zylker Techfix aims to optimize its processes,
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Powering Customer Support with our women
In Zoho Desk support, women make up 50% of our team. We see this as one of our strengths, reflecting the spirit of this year’s theme, "Give to Gain". Our women find their balance Women carry many responsibilities — they represent frontline support, leadInclusion is the new engagement
When in a very challenging situation, it helps to have peers or friends around you saying, “Everything will be okay.” They speak to you in common or shared language. But your inner voice comes to you in a truly uplifting language that stays close to your
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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