Getting access to Zoho support tickets submitted by other members of the organization.
I am currently trying to find a way for someone to have access to all other support tickets within our organization so I can track the progress and make sure they are followed up.
Log emails sent to CRM Contacts in DESK in CRM
Is there anyway to add emails sent to CRM Contacts from with DESK in the CRM so they appear in the Sent Emails to the contact. Currently to get a complete view of correspondence with a CRM Contact you need to view both EMAILS and DESK TIckets inside the
As an Agent I want to see KB's created by X Agent.
Hi all, Does anyone know a way, as an Agent, to list articles created by yourself, or any other chosen Agent? If this is a custom view where I can choose the Agent from the dropdown somehow that would be perfect. Thanks! Rich
Sending Emails Through Zoho Not Allowed
I have a new agent in my organization who is trying to send an email to a customer through the Zoho portal. When he tries he get's an error saying he doesn't have sufficient permissions to send the email and to contact an admin. I've checked his account
Delete my help account
I need assistances to delete my account in help.zoho.com. Thank you.
Back Button UI / UX
When answering a ticket, the way to get back to the list of tickets is to click the back button, circled below: Unfortunately, because this is so small and located on the far left, it is extremely easy as a user to accidentally trigger the flyout menu
Keep tickets for department
Hi, We have some situations in which we need to deactivate the Zoho Desk Department (we have several), but need to keep the tickets accessible (in case of future legal matters). Does anyone know of workarounds or know of future upgrades???
Desk - Finance Integration: Line Items and Default to Contact vs. Ticket
I'm using the Inventory and Books integrations with Zoho Desk, and these are very useful. There are a few things that could make this even better, though. My company manufactures durable goods and sells via e-commerce. Our support runs through Desk. We
Snippet issues
1) you can only create, delete, and edit snippets while making a reply. That means if I want to create a snippet, i have to enter a ticket and then click "reply". Does this make any sense at all? There should be a stand alone page for making canned
Workflow to log time spent in an department
Hi, We have a reporting ask to be able to see how long a ticket has spent in one department as tickets get moved around a lot of our departments frequently. When a ticket is raised in Department B and then moved to the Department A we have a workflow
Pick a light agent as ticket owner
My collegae is a light agent within ZohoDesk. I would like to set him as a ticket owner, so I can monitor the progress of this ticket. But I don't see his name/profile when i want to set the ticket owner.
Pourquoi Zia ne peut pas être activée dans mon Help Center ?
Bonjour, Je ne parviens pas à activer Zia pour traduire automatiquement les articles de mon Help Center ?
How to prevent ticket re-activation at reception of absence notices?
If we mail the customer and have to wait for his response, we set the status to 'Wait Customer'. If customer as configured an auto-responder, the ticket gets thrown on the agents desk right seconds later and additionally the agent gets an email about
Tickets mail blocked. Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8
Hello, our Zoho Desk emails are being blocked with the message: Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8 Can you please get this r
Ticket email notifications delayed
Our staff / agents have been seeing delays in times between submitting comments and the emails regarding said notification. The delays have been happening since Wednesday, and have ranged anywhere from ½ hour to 6 hours. Is there a Zoho mail server issue
Reported on number of views for knowledge base documents
I can find the overview dashboard for Knowledge Base where it reports our trending KB docs etc, but do we have a report on knowledge base documents that lists them all in order of most visited? The dashboard currently only shows the most visisted but
New Enhancements in Zoho Desk and MS Teams Integration
Hello all, We are super excited to announce some new enhancements in our Zoho Desk and MS Teams Integration. Zoho Desk and Microsoft Teams integration deliver a unified platform for optimal management of support tickets in a single workspace. To provide
How may I open a new ticket from Guided Conversations?
I want to build a GC and collect some information from the customer. I would either direct him to available documents or open a ticket for further processing by an agent. How can I open the ticket in a certain layout and define the required values as
Zoho Desk Font preferences not saved in the user context
Hi! In our company we decided to use Verdana as our font for Mails and therefore mostly every user changed this in his personal preferences. Now I changed the PC with a different web browser and wondered, why my font changed to another one then Verdana
Zoho Desk Notifications
Hello, I am curious if anyone would have a solution to this issue I am having. Within our ticketing system we utilize several different ticketing statuses to stay organized. Most statuses are "On Hold" status type and we have our agents set their views
Tracking how long ticket spends in one department
Hi, I'm just wondering if it's possible to track how long a ticket has been in one department for? Our tickets usually get moved across departments a lot to resolve them so I just want to know if there's a way to figure out how long it spent in one particular
Creating a View in Desk
Creating a View in Desk for all tickets where you have been mentioned. For example their is a ticket and someone adds a comment into that ticket and mentions me (@Iain)
Office 365 SSO Integration
We currently have all our users configured locally in Zoho. We want to connect Zoho to Office 365 using SSO. How do we merge existing users with their Office 365 profile? We dont want to delete users and their history. Is there a process to merge us
Zoho Desk Brand- add on in Social Module
Hello! Where can I purchase brand add-ons in Zoho Desk (under Socials)? Zoho Desk Professional currently can have 1 Brand only. I want to add more brands so I plan to purchase add-ons but I can't seem to find anywhere in the website where I can purchase
Monthly Release Round-up - September 2023
Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Allowing agents to share Snippets Snippets are canned or templated messages that agents often use for common questions or enquiries
Missing Privacy Policy checkbox in advanced Webform
Hi, We moved our webforms from CRM to Desk. In CRM, you have the chekcbox field about Privacy policy, the user needs to check before sending the form. IN FOrm, there is a soecial Term and Conditions Fields which could be used. However, no such field exists
How to prevent Automation Replies to be send to customer when tickets are created on our end?
Hi there! We are trying to set up an automated reply when a customer writes in. The automation reply should only be triggered when the customers send an email to us. However, it seems that when we "Add Ticket" and "Submit and Send as an email" the automation
Cannot Update Custom Field Using Custom Function
Hi Team, I am testing a simple custom function in Customer Payments module. I created a custom field in customer with API name cf_avg_days_to_pay. However, this simple custom function won't update that custom field. Can you point out what am I missing?
Zoho Finance - Desk Integration - RMAs?
It's currently not possible to initiate the Inventory sales return process through the extension on Desk. As one might imagine, most return requests are handled by customer service agents who live in Desk. This seems like it would be a good addition to
Prevent duplicates in single-line custom fields in tickets
Right now it is possible to add duplicate entries in custom fields in tickets. My specific requirement is related to the single-line field. A few of my clients are using Desk to manage communications regarding incoming bills from their vendors. One client
Zoho Desk's Instant Messaging | Feature Enhancements | Oct '23
Hello All,
We spent August and September working on many under-the-hood improvements. What was the result? The Instant Messaging module comes with stability and some of the most-awaited enhancements. Let's explore the latest enhancements released in
Matomo Analytics in Knowledge Base
We use self hosted Matomo Analytics for privacy friendly tracking of user behavior on our websites. Is it possible to place a tracking script in the Knowledge Base website? I can only find settings for Google Analytics and PageSense. I've manually pasted
Look Up Ticket by Ticket #
Zoho Desk has no good and quick way to pull up a ticket given that ticket's ID. There needs to be a quick and reliable way to do this. Many other systems accept the Ticket # in the URL. This is simple, easy, very quick, and lets us dynamically link to any ticket. Zoho Desk does not support this. Searching by Ticket ID is the next fastest thing. This works great until it doesn't. The search bar only searches a specific date range unless you go to the search page and change it. That makes sense when
Effective June 1, 2023: Updates to the WhatsApp conversation-based pricing model.
What's the latest in WhatsApp conversation-based pricing? Businesses already using the WhatsApp Business Platform will be charged per 24-hour conversation. Different charges will apply to different conversation categories. Effective June 1, business-initiated
where do i find department_id
im not getting deoartment id.
Zoho Desk Customer Portal URL Broken
I had to reset the DNS records for my domain, and the Zoho Desk record got lost. Now I can't access Zoho Desk and reconfigure the portal. How can I solve this issue?
Where do I add / verify site. Upload the Bing XML file on your web server
Hello, I have a custom name for my help desk. https://support.filmservices.me where do I upload the XML file on the web server? Or am I being daft and it should be added to my own domain / DNS server filmServices.me ? Thanks J
The #original_sender tag is not detected when email encoding is base64
Hello, I believe the #original_sender tag is not detected when emails "content-transfer-encoding" is base64. I've been sending mails through SQL and when it's received by Ticketing platform, the original message is detected to be encoded in base64 and
Zoho Desk | Multi-brand Help Center | individual access settings per customer
Hello, we intend to set up two independent help center portals to allow customers individual access to the respective portal or both portals. This decision is based on the need to provide customers with differentiated access to the ticket area and the
Automatically deny access to zoho desk for final user
Hi, Does anyone has already write a custom function to automatically deny access for a final user when a account's field has been updated? Is there an other way to do that with out a custom function? Thanks for your feedback and help.
Next Page