Using tickets to train Zia
Hi Team, I would like to know if there is any way that Zia can also learn from previous tickets in addition to the articles from the knowledge base. Since we have most of our knowledge curerently in the tickets and that this is hard to combine into a
Zoho Desk and Zoho Inventory
I am hoping I am not the only one with this need but has anyone else notice the lack of integration between Zoho Desk and Zoho Inventory and eventual funneling into an Invoice in Zoho Books? As an IT service provider we very often will sell parts (items) along with services for installing said item(s). I have discovered that although you can integrate your Inventory Items into Desk as a "Product", it serves no real functionality. In fact, I found the concept confusing compared to how many Service
You are forced to store/manage custom functions redundantly | Any solutions?
Hello there, you are forced to store code (custom functions) redundantly if you want to use the same functionality in multiple departments. I don't understand that you can't define global functions. When I make a change to a function I may have to do
Zoho Desk is extremeley Slow
Hi, Zoho Desk seems to be extremely slow for the last 15 mins for everyone in our team (5 people). https://status.zohocloud.ca/ didn't show any status in this regard. Would it be possible to have an idea what is happening and when this should be resolved?
Help Centre - Widget or Tab for Customer Downloads
USE CASE: We are a software vendor, using Zoho Desk (as part of a Zoho One subscription) to help mange support issues from our customer base. Customers can log tickets via email or Help Centre portal. QUESTION: I need to provide the capability for our
Have One Custom Function Run After Another Custom Function Finishes - ZoHo Desk
Hello, From what I'm seeing in ZoHo Desk. If there are multiple custom functions that run when a ticket is initially created, the custom functions seem to run simultaneously. Is there a way to have one custom function finish before starting another custom
Is A Coloured Picklist with Dynamic Automation possible?
Hey All, Just wondering if it is possible to setup a coloured dynamic picklist, Example below. Automating colour for ticket age based on creation date, So it is dynamic and changes as the ticket ages? 24 Hrs > Green 48 Hrs > Orange 72 Hrs > Red
Ability to Add Custom Favicon to Zoho Desk Survey Window
Dear Zoho Desk Team, Greetings! We would like to request the addition of a feature that allows users to add a favicon displayed in the Zoho Desk Survey window. Currently, there is no option to set a favicon. Customizing the favicon would allow businesses
What are the formulas behind the system default dashboards?
We want to know the exact formulas especially for the "time based dashboards". For example the "First Time Closure" logic for the "First Call Resolution" dashboard is not very clear. How does the system calculate that a ticket has been closed at the first time? Please elaborate with further details.
Ticket closed, remove reopen ticket button
Hi Zoho team, Is there a way to remove the Reopen ticket button when ticket is closed?
Where to find org ID and department ID?
Hi there All the existing info on this seems to be incorrect or out of date. It's not in my URL, it's not in the developer space > APIs anymore like was suggested in some other forum posts. How do I find it?
Feature Request - Approval Processes
Hi Team, I think it would be really valuable to add the approval process feature like what is currently available in the CRM. The problem with the current approval support is it can't be automated to send the approval to set people based on the values of fields within the tickets. Is this something that could be considered for the roadmap? Thanks, Harry
Creating a whatsapp channel in instant messaging in zoho desk - error Oops, something went wrong. Please try again later.
Creating a whatsapp channel in instant messaging in zoho desk - error Oops, something went wrong. Please try again later.
Email Templates - Is There a Ticket Placeholder for Billing Entity ID
Was looking to add Billing Entity ID as a placeholder in a ZoHo email template. https://help.zoho.com/portal/en/kb/desk/customization/templates/articles/creating-and-managing-email-templates#Guide_to_Placeholders e.g. the placeholder for Account would
Zoho Desk: Q1 2025 | What's New
Hello everyone, Our first release for the year 2025 is here! Check out the Release Notes for more details The diverse capability of AI and its avatars has been the center of attention lately, and we've made some significant strides in this area. We now
Include Secondary Contacts (CCs) on Workflow Alerts
Hi There, We use the Supervise Rules and Workflow Alerts to send automated messages to contacts in Zoho Desk. Most often, we are sending the ticket contact (our client) a reminder that we are waiting on their reply to our most recent message. The problem
Android and iOS Feature Updates
The Zoho Desk mobile app (Android and iOS) provides agents with a platform to serve their customers from anywhere and at anytime. We are happy to introduce a few enhancements in the mobile apps that will support the users to be more productive and streamline
Changing Color Theme of Guided Conversations
Hello, We have recently added Guided Conversations to one of our websites, but I am wondering if there is a way to customize the color scheme so it matches the appearance of the website? Thank you in advance!
how do i see a list of active End Users?
looking for a list of who i sent invitations to be an End User? who has signed up?
Email template for customer notification on ticket reply is not being used
I've set up an email template for notify contact up upon receiving a reply in ticket. When I send a reply to the ticket, it is not using that email template. It just sends a normal looking email. How do I make it so that the email template is being used?
Conversation to Resolution
Good day, I'd like to know how others are doing it. When we close a ticket, we reply to the ticket via email with photos of the issue and disclaimers. Then, we enter (copy and paste) the exact text in the resolution for reporting. I asked Zogo for a possible
Zoho Desk - Feature Request - Add more social channels on Community user profile
Hi Team, While updating my profile here I noticed that it is only possible to add Facebook and Twitter social links. 1. Please consider adding at least LinkedIn and if possible, other popular channels. 2. Please consider renaming Twitter field name to
Native SMS Integration in Zoho Desk
I’d like to request the addition of native SMS integration within Zoho Desk. While email and chat are still widely used, SMS has become a critical channel for fast, effective customer support, especially for urgent or time-sensitive issues. At the moment,
Timentry and Support Plan Relationship
Timentry and Support Plan Relationship A customer can buy multiple products and request different SLAs and support plans for each product. We can enter different support plans and define the credit. The scenario I want to happen; - To reduce the credits
Issue with ticket replies via Slack: '+' symbols replacing spaces in emails
Hello, support team! We're experiencing an issue when replying to tickets directly through Slack. When the reply is sent to the email, spaces are being replaced by '+' symbols. This makes the message harder to read and understand. Is there any solution
Ticket template - Send email to multiple contacts
Is it possible to set up a ticket template with multiple contacts selected to receive an email, rather than just one contact as the default? We use Zoho Desk to send an email report to a group of contacts every day, and have to manually add each email
Zoho desk domain mapping not working
Hi, I have followed this knowledge base support from your zoho site: https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain-domain-host-mapping . First created a sub-domain(support.website.com), then went to zone editor to point "support.website.com" to cname desk.cs.zohohost.com . But it won't work out. What did I lack? Please I need it very much. Please see images below of the result: Please see below images of what I did: 1.) 2.) 3.) Hope to hear from you soon.
Get custom field value using deluge
Hi everyone, I'm trying to get the value in a field using deluge in Desk, but i have i couldn't find an answer anywhere, this is my code : response = zoho.desk.getRecordById(OrgID,"tickets",TicketID); info response.get("cf_supplier");
Is it possible to set up draft content in Blueprint comment?
In a Blueprint, during a Transition, we can make a Comment mandatory. Can we set the default value for the comment that will act as a draft/template for that comment? During some transitions, we need to leave a very specific comment, but want to offer
Removing Submit a Ticket from Knowledge Base
I am looking to use the knowledge base as a read-only feature. I want to remove the option to submit a ticket. How can I temporarily hide the submit a ticket feature?
Opening & Closing Balance - Zoho Desk
I would like to track the opening and closing balance of total tickets for each day in Zoho Desk. I need a way to represent this data in Zoho Analytics or another application for easy tracking.
B2B2B SaaS: How to visually identify affiliate-referred clients in Zoho Desk ticket listings?
We're using Zoho Desk standalone (without CRM) for our B2B2B SaaS company, where we support both direct clients and their end customers. Challenge: We need agents to visually identify tickets from clients who were referred by specific affiliates directly
Blocking Specific Emails in Zoho Desk
Hello! I would like to know if it’s possible to block a specific email in Zoho Desk so that tickets are not created from it. Could you guys help me with this question?
How to include original email as a quote in a Email Direct Reply in a Workflow (Helpdesk)
Hi. I have an automatic email with a couple placeholders, sent to the recipient stating what their ticket number is in a Workflow in Zoho Desk. What I would like to do is quote the original email they sent which triggers the workflow at the bottom of
How can I view Help Center articles in 'Sandbox' mode?
I have published some help center articles but when I try to preview the knowledge base page, it says 'We have no content to display'.
Deprecation of Marketplace functions
We would like to inform you that Marketplace functions will be deprecated by the end of December 2024. Currently, the Marketplace supports the development of functions that can be used in extensions within HTML and resource JSON files. However, due to
Email address ZOHO suggestions in replying - how to delete unwanted suggestions?
Hi, I have some "unwanted" email addresses suggestions by ZOHO, and made some mistakes by replying for some tickets already. How can I clear this in ZOHO directly, I deleted all web browser history and cookies . Did not help :/ Below example, where one
Only use 'Teams' in a department / Remove 'Agents' option
I've sent an email too but thought I'd also post here. In our business, we do not want users to to select agents for tickets. In our previous ticketing system, for each ticket, we can only select a 'Group' and an agent within a group. Which was perfect
Fetching first response time
I recently used python and Zoho desk api to fetch all tickets, but checking the columns I can’t find first response time which I want to use , I could only calculate resolution time from created time and closed time. How do I go about getting first response
Sub Department module
please create sub department section under Department module. so much work will be reduce when this feature is available.
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