Parent child ticketing
Hi All, do you know if there is a way for all time logged against a child ticket to be added to the parent ticket in a different department?
Zoho Desk's Instant Messaging Feature Update - Increase customer engagement with WhatsApp's Interactive Message Templates.
Coming Soon! A messaging feature to take your business to the next level by adding WhatsApp Interactive Message Templates to your customer conversations. One of the latest features of WhatsApp business is the introduction of Interactive Template Replies
Desk access to Knowledgebase for SAML users
Hi, In Zoho Desk, you have the flexibility to set categories and permissions for users and groups, but the 'users' database is horribly inflexible. A user in an existing company cannot log in and see articles relevant to their business without an agent
Ticket View - Sort by Account
Is there a way to sort by "account" in any of the ticket views?
Data administration | Export Data | Help Center Articles - CSV export is not valid [Bug]
Hello there, when exporting Help Center articles, an essential aspect in the standard for CSV files is not met. See RFC 4180 for details: As you can see on the screenshot the article starts in line 1 and due to the line breaks in the article text the
Agent Management page enhancements request
It would be nice if the Agent management screen had some additional features: A tab for Full Agents. Light agents exists, All agents exist but there isn't a listing of full agents. This would be a nice feature. License totals and licenses used. It would
Cannot reply to ticket
i have a situation where when I click "Reply" "Reply to All" or "Forward" on certain tickets, it doesn't open the editor and start a reply. What happens is that is "shrinks" the current message I am looking at (in the same fashion as what happens when
Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
Desk - Finance Integration - Can't 'Mark as Confirmed' Sales Order
When a Sales Order is created from the Desk interface, there is no way to get it out of the 'draft' status without actually emailing it to the customer. There are many, many, many, many cases where this isn't the workflow. In the regular Books / Inventory
Desk vs FSM
Anyone using the two together? Not sure what’s the best way to make our workflow. Usually we ticket for everything we do in our company. In this case do we ticket for remote calls/services (that require no onsite visits ) and use FSM for just onsite calls.
How to Re-Send Happiness Feedback to our CLOSED Tickets
Hi Zoho Desk Support, good day. I would just like to inquire if there is a way for us to RE-SEND the happiness feedback to our CLOSED tickets to our users like at least 2 months ago up to the present. Thank you.
Layout field label in Help Center
Is there a way to modify the "Layout" field label to something else using CSS? I was told it could not be changed via the English language file.
Dynamic filter criteria (placeholder) in views (current user, current date etc.)
Hello there, from the everyday other software solutions one is used to the fact that one can use placeholders with regard to filters. It is not efficient to filter based on the current date and have to edit the filter every day to manually change the
How to reset formatting to default font size (12)?
Hello, I've set the default font size for my replies in Zoho Desk to 12, but if I click the "Clear formatting" button, it switches the font size to 10 (which is the default for Zoho). How to configure Zoho Desk to use my customized default font size (12)
Monthly Release Round-up - August 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Introducing Teams logos While creating teams, logos can be used to represent each team for quick identification. Users can recognize
Ticket Tags Analytics
Is there a way that ticket tags will that show up in Analytics or can it? We want to see when a particular ticket comes in without clicking through all the tagged tickets. We created the tag for this purpose hoping there is a way to see the Analytics
Automatic warning when the time quota for customers is exceeded
Hello, in Desk we store times on the respective ticket, so far so good. Now, certain customers have a time quota, which we have to keep track of. How can we map the requirements in Desk as automatically as possible? I imagine the following: (1) Agent
Why can I not change the email associated with my profile on the Zoho Help Center and Community?
Hey all, I was attempting to change the email associated with my account here on Zoho's Help Center, however, the email field is unresponsive. It will not allow me to make any changes. Is the customer login here on Zoho Help Desk no longer independent
Relate Products to Desk
I have a request from my organization to be able to associate products a customer has ordered and have that information display in Desk when a Customer opens a ticket. How can I go about this?
Not able to link leads to Facebook
It says that I have Search disabled by facebook but i've got the setting for permissions entered on FB page already
Deactivate old contacts (without deleting)
Hello there, under this post I asked if there is a possibility to deactivate contacts.I received the answer that currently there is no possibility at all. So now I would like to share this idea with you. If contacts leave the company, or are no longer
Customize Article Titles
Is it possible to customize the style of an article title? Right now, it just a default black color and a default font. I was wondering if it would be possible to customize the style of the article title in order to change the font and color. I have been
Shared Snippets
Snippets is Zoho Desk are really helpful for quick responses. However Snippets are only specific to each user who creates them. It would be SOOOOO helpful to have shared snippets. So for standard information we can share the snippet answers with the entire
Account Specific Knowledge Base or Article?
We often have Clients email for the same thing again and again. For instance, they may want a report that we generate for them about their specific system. 3 months later when they've lost it they emails us again for the same report. I see that we can
Not able to attach documents to emails
Submitting a ticket to zoho help is also not working.
Bug in Setup search
Searching in the setup does not take you to the setting, instead it redirects you to zohoone. The behavior was tested on different PCs, browsers and incognito mode. Anybody else have this problem?
Send alert on incoming e-mail from customer, prevent alert on incoming e-mail from agent
Hello, Here is what I would like to achieve: I want to send an alert to the customer (to the contact associated with the ticket) when the ticket meets certain criteria (for example, when it is closed). But this should not happen if an agent forwards an
I want to use Desk to monitor and control contact between subcontractors and clients. I want to accomplish this by having my backend create a bcc email to sub and client.
I want to use Desk to monitor and control contact between subcontractors and clients. I want to accomplish this by having my backend create a bcc email to sub and client. That way the sub and the client don't have each other's email. Voice will be handled
Schedules stopped without reason
Hi! We are using Schedules in our Zoho Desk instance. The Schedule was started in April 2023 and stopped without a reason and a message on 10th of August. It was also not able to activate the Schedule again. Only when I open the Schedule again save it
Zoho Desk - Ticket Reminder
Hello, I wanna create an alert in Zoho Desk that if a ticket is open, notify the ticket owner after the ticket is first assigned. Reminder mail notifications should be sent after 18 hours, 24 hours, 36 hours, and 48 hours. I tried to create an alert according
Zoho Desk - Notification on new ticket not firing
We have set up our Zoho Desk and the notification when a ticket is created is not triggering. We have looked in the History of the ticket as well and no log of any notications is shown. We followed this article but still have no luck : https://help.zoho.com/portal/en/kb/desk/for-administrators/help-desk-automation/articles/managing-notification-rules-triggers-in-zoho-desk
Real-time Notification not working?
We are no longer getting real-time notification when new tickets are entered. We need to refresh the webpage. We just noticed this today. We have the paid version, and tickets are primarily entered through SMTP email. Any idea what the issue could b
Offer link URL for the customer happiness rating as placeholder
Hello all, we want to use the customer happiness rating feature. When you activate this feature you can decide whether you want to include only a link text in the emails or also buttons. Unfortunately, we cannot use buttons because Outlook does not display
Immediately close ticket
Hi Zoho Forum, Just wanted to know if there is an effective way of immediately closing a newly created ticket based on the subject content. For example, we have another system we use that sends an automated email to our queue stating "Operation completed...
Task Templates?
Any way for us to add Task Templates to certain tickets? The scenario is as follows: X Department sends us a ticket containing information about an upcoming new hire. We need to do several things to prepare for this new hire. In our old system, we had 'Checklists' we could add to tickets. Can we add a 'Checklist' to these tickets and mark off each task as they are completed, as prerequisites for the ticket to be able to be closed?
Zoho Desk insert templates button
In the new version, the insert template button on Zoho desk tickets page is not displayed.
Zoho Desk's Instant Messaging Update | Connect with customers via WhatsApp instantly from the Contacts module
Send messages with a single click! What's new? Now, you can send WhatsApp messages from Desk's Contacts module. A WhatsApp message sent to a phone number belonging to an end user's device is an outbound WhatsApp message. You can now send single or multiple
Reports In My Area or as Widget in Help Center
Hello, We are wanting to show SLA reports to customers that are logged into the Help Center for their tickets and tickets within their Account. Is that possible today?
Make it easier to respond while moderating
Hello, We are moderating every topic (idea) that is posted in our community. In this way, we can easily remove ideas that are already posted in our community and prevent doubles. The only thing is, that we would like to reply to the person why the idea
Zoho Desk - Ticket Creation
We use Zoho to communicate with our end users as well as our vendors. It would appear that one of our vendors is also using Zoho desk and some ticket system which is creating a never ending loop of new ticket creation on our side as well as theirs. We
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