Microsoft 365 Shared Maibox as Support Email Address
Hi, I would like to set up a shared maibox we created on Microsoft 365 (example: support@company.com) as the "Support Email Address" in Zoho Desk. An important note is that shared mailboxes in Microsoft 365 do not have passwords associated with them,
Info button on the right-hand side under Tickets > Views leads to an error
Hello there, if I click on the i-icon a window opens on the right-hand side, but no content is displayed there, only an error message (see screenshots): Of course, clicking on the "TRY AGAIN" button does nothing. Regards, Sven
In focus: Radar exception alerts
Hello there, and welcome to the Radar in focus series, where we shine light on some of the most beneficial features from the Radar app. This time, our spotlight is on the exception handling mechanism of Radar. Consider the following scenario Company A
Automatic Reply to Customers with templates during Holiday Hours
Hai Team :) 12th and 13th May 2021 are holidays, so our customer service is also closed. That's why I want during the holidays if there are customers who email our CS team there will be an automatic email reply according to the template that has been
Time Zone Agent vs Clients
Good morning, We seem to be having an issue with the timezone, All my agents are in Central America (GMT -6), but clients are in Eastern (GMT-4). When an agent responds, the ticket enters GMT -6), but any resonce from a client is stamped with GMT -4.
Add a Report Standard Filter that isn't time based
The current limits of reports requires a time based filter but in some cases we need to know everything from the beginning of time so these are not helpful. Please expand this to include all time or allow the standard filter for reports to be a non time
Formatting changes don't trigger a save in Knowledge base and Save As Draft doesn't actually save anything
Recently came across this issue While going through some documents and fixing some formatting issues like bolding some words, changing the list options such as bullets or numbering doesn't trigger a "change" and thus the document doesn't auto save. The
Google's Announcement on Deprecation of Less Secure Apps
Google has announced the Deprecation of Less Secure Apps (LSAs/Basic authentication) in Google accounts, requesting all app users to transition to OAuth for enhanced security and to prevent hacking of accounts and information. What does this mean for
Zoho text editor sucks.
I've been in charge of managing and maintaining all Zoho products across all departments in our organization and everything for the most part is fine but one thing I can't stand is the text editor. Everytime I try to edit text, I get weird glitches and
Remove currency sign from fields
Hey, how are you? I'm new managing zoho desk, and I'm trying to remove the currency sign from their field. Do you know if it's possible? Because I'm not finding any option to let me do this. Thanks!
Add Hyperlink Functionality in Zoho Desk Email Template Editor
Dear Zoho Team, We would like to propose an enhancement to the Zoho Desk email template editor to allow the inclusion of hyperlinks directly within the email templates used for ticket replies. Current Situation: Currently, when creating an email template
Prevent Zoho Desk Functions from Being Considered Manual Updates by Users
Dear Zoho Team, We would like to request an enhancement to Zoho Desk to ensure that notifications are not incorrectly triggered for admins when functions or workflows are executed on tickets. Current Behavior: When an admin creates a function/workflow
Enable department switch on Setup pages
It is no longer able to switch departments when on the setup pages - this is blocked. Because some features are department specific and some are not - this would be a helpful toggle. Also it would be helpful if the differences were highlighted global
Can you schedule a Zoho Meeting from within Zoho Desk?
Can you schedule a Zoho Meeting from within Zoho Desk? Doing so would be a very quick and useful way to setup suture meetings with clients.
Logo image in snippet is not being displayed
I was using a logo image in our snippets since we began to use Desk and it has disappeared about a week or about 10 days ago. I just was able to check it and found out that the snippet area is not displaying any of the pasted jpg, png or tiff images anymore.
Link Zoho Projects Task to Zoho Desk Ticket
Currently the integration between Zoho Desk and Projects only works by linking Desk Tickets to Project Issues. This works fine, but we use Zoho Projects for much more than just issues. It would be very helpful to have the option to link a Desk Ticket
URL field dependant on account
Hi all, I'm trying to do something with dependant fields but don't know if it is possible. With another service desk solution I have used in the past, it was possible to have fields that auto-populated with information based on the account name. In this
Generating Ticket Report listing
Hi. I am trying to generate a report where I need to get all the tickets created in tabular form. I was able to generate the report but upon checking details, the report only includes channels - web, phone and email but not tickets having Portal as the
Classification from Picklist not showing
Hello, I have no idea what is happening with our ticket stuff, but I've been trying to add a few more classifications for a technology ticket in our ticket system. I can add it just fine to another department, but when adding to Technology, it doesn't
Adding Knowledge Base articles to multiple departments (Multi-branding not set up)
We have set up a single site, within helpdesk for clients to access Knowledge Base (KB) articles and raise tickets. Within the site we have set up different departments to cover the different products we support. We have a generic department where we
Ticket creation - Can we restrict Departments based on User Groups?
We are wondering if it is possible to restrict the values displayed in the Department drop down field when creating a ticket based on the User Group the person raising the ticket is allocated to. We have User Groups set up to match Departments (essentially
In Focus: Radar's Community Dashboard— A must-have tool for every community manager
The community dashboard in Radar comprises a number of useful KPIs and charts that can help with fostering engagement in your user community. The insights and handiness of Radar's community dashboard make it a must-have tool for community managers. To
Is it possible to automatically remove a user from a Help Desk User Group on expiration of their contract
We are investigating whether Zoho Desk will allow us to restrict access to Zoho Desk (Knowledge Base and Ticketing) based on whether they have an active / valid contract. Contracts can be recorded against an Account, and Users are also linked to an Account,
Ticket Management Process for Closed Tickets
Hello! I would like to verify the feasibility of the following process: If a ticket has been closed for more than 10 days, it should not receive any updates or responses. If the user tries to reply to a closed ticket, notify them that they need to open
Line break in Conversations
I am trying to return a table like from the formatter in a Webhook to a Message block, all in a big string, but I cannot start a new line. I've tried with "\n" which produces "\\\\n" and newLine = hexToText("0A") which produces "\\n", making my message
Backup Log Sorting
The sorting in the Data Backup log is odd. It should be sorted newest first or allow sorting defaults. It's currently all over the place and hard to figure out when it was last backed up.
The format of the "Total Response Time" data is strange
I'm trying to create an "Average Reply Time" KPI on our Zoho Analytics account but can't achieve it because the data collected by Desk seems to be very strange. The "First Reply Time" data is very clean and neat compared to it. Could you please take a look at this data and tell us why we are seeing these strange values with more than 7 digits in them. The data columns that we are looking at are named as "Resolution Time in Business Hours", "First Response Time in Business Hours" and "Total Response Time
Answer Bot configured and tested on All Departments but says it isn't enabled within a ticket?
Hello there! I have been configuring the Answer Bot and have a couple of questions as I think I am missing something within the configuration. I have created an Answer Bot, choosing to add this in All Departments. We have two departments and two sets
What's new in Instant Messaging? | Zoho Desk | Feature Releases | Sept'2024
Improve your business communications with these new and enhanced features in Instant Messaging! Excellent communication is at the heart of every strong work relationship. These new features and enhancements for professionals will help you build better
Custom function mapping incorrect date
Hello, I'm trying to debug a custom function that seems to map an input date incorrectly to another field when executed through our ticket blueprint. Here is the test code I'm using: data = Map(); data.put("cf",{"cf_test_date":activationDate}); info zoho.desk.update(<orgID.>,"tickets",ticketID,data);
Related ticket creation on a different department when using blueprints
This idea is a little bit mixed with other ideas. In essential we want to be able to create a ticket on another department by NOT replying to tickets or forwarding them. We do utilize the blueprint feature and every department on our account has a blueprint.
Suggestions for Enhancing the "Layouts and Fields" Functionality
1. In the "Layouts and Fields" section, there is definitely a need for more options for the "Boolean Field (checkbox)" type. It seems that the limit of 20 values is too low. This value should be increased to 40. 2. There is also a "Multiple Choice" field.
Zoho integration with Azure DevOps
Hi, How do we integrate Zoho with Azure DevOps? I want to be able to trigger off creating a workitem in DevOps when a ticket is created in Zoho. When the development team makes any status updates to the ticket in DevOps, we want Zoho to be synced up with
We are making preparatory changes to the Ticket ID field type!
Ticket ID field in Zoho Desk serves as one of the key elements of the system. Our current implementation only supports numerical values for Ticket ID. This certainly limits our customers from customizing the Ticket ID. With the above challenge in mind,
An agent not getting email notificatins.
Hello Zoho Desk Support Team I am using Zoho Desk free edition and one of our agent not getting email notifications. But all others are getting notifications without any issue. Please help on this. Thank you, Ruwan
The Support Plan module doesn't calculate the correct credits for a multi-year contract
When we create a contract that spans more than a year, the remaining credits for the support plan are not correctly calculated.
In Standard version can I add a tag depending on the subject using Workflows?
Hi, I'm testing the standard version. I've found documentation on how to add tags using workflows (https://help.zoho.com/portal/en/kb/desk/automation/workflows/articles/custom-actions-gallery#Action_Failure_on_DeletingDeactivating_an_Agent) however the
How to keep senders email address details when email is fowared from my helpdesk mailbox to my zoho helpdesk system
Hi everyone, Im trying to get the emails from my helpdesk outlook account that are fowarded to my zoho email support address to show up as tickets with the sender's details. Right now every email is fowarded to my zoho account and they are portrayed as
Enhanced Control Over API Calls for Zia Generative AI Integration
Hello, We would like to request an improvement to the way API calls are handled in Zoho Desk when using the Zia Generative AI integration with OpenAI. Current Issue: It appears that API calls to OpenAI are being triggered automatically whenever a ticket
Add Email Failure Data to Relevant Tickets
Hi Team, I would like to request a feature enhancement for Zoho Desk. Currently, when navigating to the "All Departments" view, there is an Email Failure section under the Notifications section. However, the failure information is not added to the relevant
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