How many characters in all Knowledge Base articles combined
Is there any way to get a total of the characters of all articles in our knowledge base? We are looking at using the KB to train AI, and it is necessary to know how many total characters there is in our knowledge base currently.
Add a new metric to the Analytics dashboard ->Tickets Transferred to the relevant department
Dear Zoho Desk Support Team, I'm writing to request a feature enhancement that would significantly improve our ability to analyze workload within the Desk departments. After talking with Zoho support I understand that this is not an option as for now
Custom Field Unique Value
It would be great to be able to prevent duplicate values for fields like "single line," "integer," "email," and "phone." Either not allow a new entry or flag the entry as its entered. Thanks Rudy
Desk API: Using Zoho CRM Account ID to filter Desk Account request
Is it possible to utilize the "zohoCRMAccount" field to filter the list accounts request ? We have the sync between Zoho CRM and Desk enabled and we've been trying to use both the Desk and CRM APIs together for one of our projects but we haven't been
Hiding Custome Modules
Morning, Is it possible to hide a customer module but still be able to add a record via a lookup in a layout? I tried it, but it tells me I don't have access. Is it that I am doing something wrong? Thanks Rudy
Secure hidden fields and automatic emailing based to different departments based of info selected- layouts
Good morning, everyone I have a silly question I'm trying to find a answer for and not sure how to word it in Zoho speak. i have created a few layouts for making tickets within the Customer facing portal and it's been wonderful. i am looking to create
"For Agent-forwarded emails, use original sender as Contact" function
Hello. I wanted to use the "For Agent-forwarded emails, use original sender as Contact" function, unfortunately it does not work.Tell me, what can I do wrong? I'm attaching screenshots.
Zoho Desk
Do we have to pay for each agent managing tickets.
Federated logins only picks up first name
We are using the Sign in with Google federated login but when users create an account this way it only picks up the first name and puts it in the last name field in Desk. Can you please set it so that it picks up the full name from the federated login
I cannot clear contacts registered through the portal
I use the ticket system for my customers who have a maintenance support agreement. Some contacts in my customers register through the portal. When the maintenance agreement with the customer ends, I want to delete all records belonging to that customer.
Enhancing Self-Help Opportunities: Positioning 'Related Articles' Below the Subject Field in the 'Submit New Ticket' Page
Hello, I can't seem to find any resources on how to customize the "Submit New Ticket" page in the helpcenter. Basically i just want to move the "Related Articles" display from the right to below the Subject field, please see example Screenshot from our
Mass download attachments across tickets
I need to mass download an attachment from tickets going back over a year in one of my organization's De3sk modules. All of these attachments should be named PublicInformationRequestForm.pdf. Is there a way to do this without manually opening and downloading
Snippet - Ticket Field Variable
Does anyone know if Snippet supports ticket field variables or not? Example: Order # {{ticket.replacement_order}}. Tracking Number: {{ticket.replacement_tracking}}
Wrong website configuration | x-frame options or a content security policy
Sometimes there is an error that is visible in the screenshot. I have translated the content of this error. The problem has been persisting in the Firefox browser for a while and is due to a misconfiguration in Zoho Desk. This error is also occurring
Finding and cleaning contacts that never open a ticket
I was automatically adding the records in CC to the contact list in my tickets. However, when I wanted to find the relevant contacts and send them an e-mail, I saw that there were many unnecessary records in my contact list. For this, I want to list the
Custom field formating
When I create a custom field, whether I select Currency or decimal as a field type I have two issues; 1- the system will place the entered value to the left of the field 2- if the entered value is "2.00" it will change it to "2" not "2.00", also if the
Add contact to Help Center
Good day, Can the contacts be added to the Help Center so users can search for a contact when they log in? Thanks Rudy
Zoho Desk Hours/Time Entry
Good afternoon, I'm attempting to pull data from Zoho Desk into Zoho People for reporting/payroll use. With this I was trying to create a flow which works great up until the point of actually grabbing the hours from Zoho Desk, and adding those to Zoho
Hello, I'm writing to ask if there is anything
Hello, I'm writing to ask if there is a way that we can add a "pin" option to comments so that a "pinned" comment would show at the top of the
Spell-Check as you type
Hello, It would be really helpful if the spell check was on by default and performing spell check as you type. If you click the spell check button then it does continue to check spelling as you type so it would be great if that just kicked in as soon
Improved customer invoicing in Zoho Desk
It would be great if the invoicing features were improved in Desk so multiple invoices could be generated at once. A support business using Zoho Desk would likely have many accounts. But generating invoices for multiple accounts doesn't seem to be an
Can a customer create a critical ticket by emailing?
Is there anyway a user can send an email to create a new ticket and force the priority to Critical? I did add a priority on my helpdesk called Critical. The only way i see to do this is by filling out the form but i am trying to avoid doing this for
Filter time logs by date in Zoho Desk
It would be great if there was an option to filter time logs by date in Zoho desk, so you could bill for a specific period or analyse you work completed.
Add attachment to custom modules
It would be great to be able to add attachments to a custom module. Thanks Rudy
Rule Assignment
Hello Team, Hope this finds you well. I am a technician, and the company is in the midst of implementing a new ticketing system, incomes Zoho. As part of the task, the dept would like to consolidate the pre-existing shared mailboxes (smb) in one smb with
Custom Module Value Lookup update
Good day, I have created several custom modules, and considering the limitations, my implementation is working OK. I do have one issue. If I have a lookup between modules, when I change a value on a custom module field, the change does not reflect don't
Spell Check Icon Disappeared yesterday for Agent Comments
We always use "Public Comment" when communicating on tickets with our customers. For years we had the "Spell Check" icon when typing a comment. Yesterday, this icon disappeared for comments and is only avaialable when drafting a response via "Reply."
Copy a conversation reply
We use conversations to communicate including letting the users know the resolution. Then we have to either copy and paste or retype the resolution in the resolution tap. It would be greater if there was an option in the copy of a particular conversation
Unable to switch primary domain
I have mapped a domain to zoho desk but I am unable to make it the primary domain.
Workflow /Assignment Rules for Instant Messaging
Hi, is there a way to configure Workflows /Assignment Rules for Instant Messaging? For example when click on "End Chat" botton in IM then mark asignee as unassigned? Or when click on "End Chat" it will close the related ticket? Thanks
Recalling sent Unread Mail
Hi Zoho team, Have you added the unread email recall option yet? I have sent an email that has a wrong attachment that Inned to recall straight away. I have used this option on MS Outlook many times. regards, Frank
Lite Agent to account
Is there a way to assign a lite agent to an account? I needed to give view-only access to lite agents for specific accounts, in other words, the locations manager to view the tickets for the location. Thanks Rudy
How to change the name of "My area"
It's only a small thing but it bugs me that it's "My area" not "My Area" which fits in with the rest of the menu formatting on the Elegant theme - anyone know what the CSS is or how I can change this and retain the hyperlink working ?
Prefilled ticket field
Hi, I am using ASAP in zoho desk to integrate the knowledge base and ticket submission form in my Moodle, is there a way contact name and email auto fill in Moodle when someone logged in and trying to submit ticket from Moodle
Average Ticket - total time spent
Hi Team, There is an average option for ticket total time spent, I am a little confused how is the average caculated based on the number of time entries agents done or based on the total number of tickets?
Ticket Self Service Submit Button Missing/Invisible
When creating a ticket on our self-service portal, the only visible button is "Discard". Submit is present if you select the text by highlighting it with your mouse, but is otherwise impossible to be seen.
Feature Request: Please allow mapping of fields in tickets to Contact and Account fields
When I create a ticket in Zoho Desk and select a contact, some of the fields are auto populated (email, phone and account for example). However, if I add a Mobile Phone field there is no way to map it to the Mobile field in the Contact record, and it
Approval from none agents
Is there a way to send a ticket for approval to someone who is not an agent? We have several processes that need approval from various department managers. These managers are in Zoho as a contact, and one is a lite agent. It would be great if we could
Incoming ticket, sender not recognized
As soon as there is an incoming ticket (email), the sender is not always recognized. Anyone have an idea what this is about? I now have to manually enter the sender every time, which means that I also have to manually enter the email address when answering
email in conversation to resolution.
Good day, It would be great if there was an option in the "..." dots on a conversation that would allow us to move that email (reply) to resolution. Thanks Rudy
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