Enhanced Round-Robin Ticket Assignment Rule Criteria
Dear Zoho Desk Team, I hope this message finds you well. I am currently utilizing the Round-Robin Ticket Assignment Rules with the Load-Based Assignment option in Zoho Desk. This option allows tickets to be assigned to agents based on their load until
Customer Alert Status
Can the system send a notice to the customer when the ticket is moved to a different status? Thanks Rudy
How can we assign the "Revoke Blueprint" permission to agents?
There isn't an option on the "Permissions" list for this function. How can we assign this permission to particular agents?
How to filter E-Mails, where Zoho Desk Acoount is only in CC
Dear All, we would like to filter the incoming e-mails, where zoho account is only in CC, not in main recipients. Is there any solutions for this? Thank you in advance!
I can't log in to our help desk portal.
I am having problems logging into our help desk portal. Since the user changes their password in AD, the password is not replicated to our help desk, Enterprise Service Desk version. And the user cannot log in. We have already checked the integration
Zoho Translator for Zoho Desk not working
We have added the Zoho Translator extensions in our Desk environment, but when trying to use it we do not have the option to select the translation language within the ticket. We have followed the setup process for the extension as outlined in this help
Approval Tab/Process Should be Improved
Current, the approval tab process is lacking quite a bit of functionality that we think is really important: 1. When the person is approving/Denying a request, they don't have a way to leave a message/comment connected to that approval/denial. Just simply
Desk "From" SMTP using Gmail "Less Secure" Passwords
Hi guys, In the fall of this year, Google state: "For actions users can take, go to Less secure apps & your Google Account. Starting in the Fall of 2024, Google Workspace accounts will no longer support less secure apps, third-party apps or devices that
Is there an chat integration for internal use only?
I'm thinking to integrate a viber app to zoho desk but for an internal only. Like when someone message in a group chat it will pop up inside the zoho desk. Is it possible?
Articles linking to other areas in Zoho
Hello, I was just wondering if it was possible to either have articles linking to other parts of zoho (customers/projects/vault) or to have the other apps linking to the article. What we are trying to set up is Customer Articles, so details of the customers
Dashboard "Set as Default"
Because your reporting lacks the ability to display based on who the logged in user is and your views have very limited ability to pull based on dates, I have to build reports and dashboards for each user. It would be nice if they could set their own
Zoho Desk Customer Account Hierarchy
So we are trying to get this customer to switch over to Zoho Desk. During the demo they came in with a question after and I was not able to find the solution. So in Zoho CRM you have a concept of Account Hierarchy where let's say office 2 reports to office
Provide ticket access to different roles that are not ordered hierarchically
Hi, we have a usecase, where we use the ticket system with a bunch of agencies. Those agencies shall have access to tickets assigned to them but sometimes it can also happen, that they need to work together with other "departments" and as we do not want
Department-Specific Enablement for Zia Generative AI In Zoho Desk
Hello, I would like to request a feature enhancement for Zoho Desk regarding the use of Zia Generative AI integrated with ChatGPT. Current Issue: Currently, when enabling Zia Generative AI, the setup applies universally across all departments. There is
Not defined line number
"Failed to update function Variable 'ticketID' is not defined Line Number : 3" Above shows when I enter below. Can you help me with this? deskDomain = "https://desk.zoho.com"; //Replace your zoho desk URL accordingly jsonString = {"ticketIds":{ticketID}};
We have finally configured Whatsapp
I have a question: we have two departments. Is there a way to configure the same WhatsApp number for both departments? Thanks Rudy
Can I embed Zoho Desk in an iframe
Hi there! Is there a way to embed our Zoho Desk portal into an iframe? Thanks
Read-Only fields are not showing for end user
Hello, I am trying to add a read-only field to my web form, but it's not showing up when user is submitting a ticket. When I change the field to be editable, it does show up though. I was wondering if there's anything additional I need to do to make a
Jira - Zoho Desk Integration: Allow for Flexible User Attribution
Dear Zoho Desk Support Team, We are writing to request an enhancement to the Jira integration within Zoho Desk. Currently, comments added to Zoho Desk tickets from Jira are automatically attributed to the user who created the integration. This can be
When clicking KB article links inside the Zoho Desk ASAP widget, they should open inside the widget itself
If I click on a link within a Knowledge Base article inside the Zoho Desk ASAP widget, I expect the article to open inside the widget itself (that is, I hope the ASAP widget can identify that the article is also within the same domain). But it actually
Reply email with the same information of ticket
Hi, For example, when I create a ticket, the status option is automatically set to "Open." But if I change it to "Approved," as shown in the green box in the image, at that moment I need to reply an email with the information in this ticket, as shown
Change the Domain address in Zoho Desk
Change the Domain address in Zoho Desk from avisolarenergy.zohodesk.com to enermantech.zohodesk.com
Sudden disappearance of all articles in the knowledge base
Hello Zoho Team About two hours ago the tab in Zoho Desk started showing that, basically, all of a sudden all of our articles disappeared. It is not possible to access them even through their respective URLs. In addition, the trash data also no longer
How can we add products to a ticket?
I can't find any KB articles on how to add products to tickets. Is this a recently added feature that doesn't work as planned, or am I missing something? We want to assign certain products (usually a single one) to a ticket from the Products module. The
Agent Availability Report
I'm trying to understand how the agent availability report works. So I'm logged into zoho desk (and have been all day) and am looking at the report and my name does not show in the list. How can that be?
How to create a ticket - Zoho Desk api
Hi, I have been trying to create a ticket using the Zoho api using the following directions located at: https://desk.zoho.com/DeskAPIDocument#Tickets%23Tickets_Createaticket I am passing in the orgId and Authorization toke in the header as well
Webhook - Missing variables
Hello. I configured a Webhook to retrieve info from an API. The info is retrieved but not passed to the variable configured in the responses list, from the returned formatter. I've simplyfied my problem, but it still doesn't work, so I suppose that I
Enhancement Request: Allow for AlphaNumeric Ticket Numbers per Department - Custom Ticket Number
Currently Ticket numbers in desk are purely numerical and increase sequentially regardless of which department a ticket is created in. I would like to suggest 2 enhancement requests: 1. Please allow for an AlphaNumeric Ticket Number: The ability to specify
Granular Channel Notifications for Zoho Desk Activities in Zoho Cliq
Dear Zoho Support Team, We are writing to request an enhancement to the Zoho Desk - Zoho Cliq integration regarding channel notifications. Currently, channel notification settings are universal and cannot be customized based on department. Proposed Solution:
Question about: Zoho Backup - Attachments (via download link)
Hi @all i wonder how exactly is it when you get a backup from Zoho Desk. The documentation says the following: So the file you download does not contain real files but only links to the files that are still stored at Zoho. What if I actually want to own
Sending Forms from Zoho Desk
We have a scenario where we create a ticket within Zoho Desk when an issue is reported to us. Currently the person that is assigned to investigate the issue would be contacted and then complete a form via a third party application we use which is then
Custom Field API Name Not Appearing in Zoho Desk JSON
Hello! I’m creating a custom function on Zoho Desk and i’ve been using the Zoho Desk API to fetch values from some custom fields i have on a ticket Layout. While fetching the values i noticed that i could not find the API Name of a specific custom field
How to Organize Pinned Comments in a Separate Section on Desk?
Hello! We are in the process of organizing tools with our team and noticed that, with the new Desk update, it is possible to pin ticket comments/responses. I have a question: is there a way to organize these comments/responses so that they don't appear
ZohoDesk Slow/Unresponsive
Hello all, My team and I are having issues using ZohoDesk since yesterday. For moments it turns so slow and unresponsive it's impossible to use. Is there an outage or some other issue ongoing? Please advise, as this is disrupting the workflow for the
WhatsApp message Failed
I never faced this error before can someone explain to me why/how it happen?
Export Between Date Range
Is there a way to only include tickets created between two specific dates when exporting to a CSV?
The Support Plan feature doesn't decrease the credits for all the tickets coming from our customers
We started using the support plan feature with the "Ticket-based" plan type. Unfortunately, Desk does not decrease the credits from the "support plan" based contracts as stated in the knowledgebase article. I'm trying to understand what's going wrong
Zoho Desk - Very slow (2024/08/19 @ 9:57am EST)
Could it be the new updates slowing the servers? Very slow with intermittent failure to connect all throughout DESK. Any update as to when this will be fixed?
Fireside chat with Zoho Desk and LateShipment
Hello, customers! Zoho Desk's Marketplace contains over 300 extensions for various functions. LateShipment is one of our key marketplace technology partners for helping you manage deliveries effectively. With the Zoho Desk+Lateshipment integration, you
Ability to clone workflow rules, supervise rules, blueprints, email templates, macros
When setting up Desk there is often a need to use similar workflow rules, supervise rules, blueprints, email templates, macros in the same department or in another department. It would make initial deployments and future changes faster if it was possible
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