Export Agents' Permissions as CSV (or Excel)
Hello, I want to have a list of all agents in Desk along with their permissions (thus based on their profile), but I can't seem to find a feature for that, like an Export button most of today's tools have. All I can see is the agent list from Setup >
Multilingual Helpcenter : Ticket Fields require multilingual field definitions
The new multilingual help center also includes the ticket submission feature which includes the ticket layout fields. These fields don't have any multilingual description options at the moment. The layouts which interact with the helpcenter should also present the options to have multilingual field descriptions.
Import CSV to update a ticket's information
Hello, is there a way for us to upload CSV with ticket information (Ticket Id, Contact Name etc) and update its information, or can only obtain it via API? Like how Import Data works (though it's creating a new record). Looking for a way to import data
Copying Rules and Customization to other Departments
Is there a way for me to copy over rules/workflows/fields or other settings and customization from one department to another? This will make it a lot easier to implement rules and settings that is universal across departments.
SAML Single Sign-on for Help Center
Hi, can I use saml sso for help center without identity provider (IdP), such as generating auth_token, then saving the auth_token on my website to use as login token to help center? is it possible for users/customers (not internal users) to sign up/sign
Zoho Desk | ASAP update | Deliver unparalleled customer support in your Flutter-powered mobile app
Hello everyone, We are happy to announce that we have adopted the ASAP SDK for Flutter apps, a highly preferred framework for mobile application development. Businesses have realized the critical importance of attracting customers through mobile channels,
Type Account
We are a company that offers different types of support to companies, we would like to be able to identify the companies to which we offer different types of support, as seen in the image, at the same time we would like this crown to be able to change
Unverified Sender Warning
For the past few days we have been getting Unverified Sender warnings on every incoming ticket. Please advise
Data migration (ticket) to Zoho Desk
Hi, If we will import old tickets from external system, all these tickets will carry the same ticket number after imported to Zoho Desk? Understand that Zoho Desk do not support alphanumeric ticket number, what if these tickets from external system contains
Signature from Zoho Desk is not displaying correct in MS Outlook
Hi! We have rebuilt our company signitaure in HTML with a table and import it for each Agent by the API inZoho Desk. In the table rows we have inline style tags like line-heigt: 1.5; This is displayed correct in the Web browser but not in Microsoft Outlook
Using Google Font's with Zoho Desk's Helpcenter
Hi, How do I use Google Fonts with Zoho Desk's Helpcenter? I've added the tags into both Header and Footer, as well as via the CSS as a CSS import, but none are working. Thanks for your help,
Send Email Notif after Alloted Support Exhausted
Hi Zoho Team, Requesting for your kind assistance if this use-case is possible as Function in Desk.
Custom field mapping to Jira
HI Zoho It would be reallly usefull if when a ticket in Zoho desk created a Jira ticket that you can map custom files from or default fields from Zoho Desk to the Jira Item. In our case we would like to be able to map 1) Customer account 2) Region (custom
I have an Error while Forwarding my Email
Hello, Mail forwarding does not work. I use Outlook and have an email address as support@xxxx.com and set up a forwarding rule to zoho desk (support@xxx.zohodesk.com) (support@xxx.zohodesk.com) I followed all the steps on this article however, when I
Request: Ability to clone templates
It would be a great feature and a huge time saver to have the ability to clone templates to other departments. It becomes very cumbersome when you manage over 12+ departments. Thank you!
Can we custom Trigger ASAP
My company has a web app and are exploring the ASAP functionality. The problem that we have is that the floating button does not work with our app as it will cover CTA's and other points of information. I am wondering if we can custom/manually trigger
ZOHO desk Not working - Onlinesales.ai
Zoho Desk is not working since today morning?
Knowledge Base document access only if URL is shared.
Hey all, There is a knowledge base document that I would like to publish it but only have accessible to the users that I am sharing the link with, meanining the document needs to be hidden from the rest of registered customers and viewable only the ones
Zoho Desk's Instant Messaging | Feature Updates | July'23
Hello All, We are eager to bring you this month's feature updates, where we'll run you through the significant updates in the Instant Messaging module. I hope this info is insightful as you continue using our IM module to enhance your business communication
How can I receive support ticket on my company's email [support@company.com]?
Hello, I've set up both my company's emails and helpdesk through Zoho. I've verified my domain, DKIM and successfully created emails and tested them, all works great. However, to receive tickets to Zoho Desk, I have to send the email to support@company.zohodesk.com,
When I print an article, why does "about:blank" appear in the bottom left corner?
What settings control "about:blank" appearing in the bottom of an article when printing? How can I change this?
Display all articles on one page instead of using the previous or next buttons that only show 10 articles?
Hi, As far as I know, I can only edit the html and css of the header and footer. Is there any simple way to edit the html body or are there any settings that you can change to display all of your articles on one page instead of having to use the previous
Squished Image Width in Zoho Desk KB Articles
When posting images in Zoho Desk's Knowledge Base, I find that the images frequently end up squished based on how wide they are. Looking at the CSS, it looks like there is a `max-width: 100%` style applied which causes the width to stay within the size of the bounding container, but that simply squishes the width of the image instead of scaling it down. Is there a proper way to add large images, retain the maximum width/size of the image and not have the image squished when the container is smaller
How can we filter dashboard reports to show year up to date? or filter more than 30 days?
Cost Report
Hello, I'm looking at buying a subscription for Zoho Desk and one of the requirements for my departments next ticking system is to be able to run a report that can break down costs for my team. For instance. We have 9 departments within our organization
Search all records API
Hi Zoho Desk Team Using the search all records API "https://desk.zoho.com/api/v1/tickets/search?limit=100&_all" If I remove the "limit=100" records that will be fetched is only 10, and by reading the documentation the limit to search records is only up
Support Hub Display Preferences for End Users
It would be great if end users could select their default filters for viewing tickets. We've had users wonder why they can't see any tickets and that's because it defaults to Open and My Tickets. I see the benefit of keeping it clean but it would be nice
Add New Column for New Field [Priority] in Priority Mode View
Hi Team, Wanted to know if I can add the new filed [Critical] that I created for order of priority in the Priority Mode view as shown below: Any help would be great!
New contact not showing up on search or in Edit Ticket
Created new contact and submit. Open existing ticket to change the contact information to the one I just created. name of contact is not showing up on list, searched name of contact on contact center, no results. Tried to create the contact again, zoho says it already exist and shows on the duplicate contact bar on right the contact i previously created. No search result in different ways i.e. by name, by email address, by first name, by last name
Average number of tickets per customer each year
Hey all, Can someone help me on how to generate a report in Zoho Desk that would give me the average amount of tickets per customer each year for the past 3 years?
System Tray Application
I'd love to see a small Windows/mac installer that would have a system tray icon with our logo. When the end user clicks the icon, this should allow the user to chat, or fill out a web form. This could also give the user the ability to include screenshots
Monthly Release Round-up - June 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Introducing Integration with Google Analytics 4 With Universal Analytics (UA) been sunset from July 1st 2023, we have introduced integration
Unable to process request, please try again later?
Hi, I am trying to add external email addresses to my "from address" section, and although i have added a few successfully, there is one specific address for some reason I cannot add. I have tried adding other emails and they were successful, it seems like it is a problem with this specific address.
Change language of an article in HELP CENTER
Hi, we first had the Zoho DESK set in English language and made some articles in the HELP CENTER. Now we changed the language to Dutch, but the Articles are only visible when I choose English in the HELP CENTER. Can I easily change the language of the
Guided Conversation Enhancements: Send and receive locations during chat session and view flow metrics
Hello everyone, We are excited to announce two new enhancements in Guided Conversations. Earlier this year, we introduced Guided Conversation, a self-service platform that allows organizations to empower their customers and employees to find solutions
Track tickets moved across departments
Hi there, I'm just wondering if there is any way to track tickets being moved to a different department through reports? We have the professional edition so we don't have access to custom functions. Thanks
Does Zoho Support use DKIM for outgoing email?
We are using Zoho Support to help our customers. The responses go out via email, sent by Zoho's mail servers, on behalf of our support address (e.g. support@mydomain.com). (We don't use Zoho Mail) Does Zoho Support use DKIM ( http://en.wikipedia.org/wiki/DomainKeys_Identified_Mail)
Possible to create a serialized article review process?
We understand how the article review process works. It is possible to have many reviewers for the same article. However, only one can actually publish. Is it possible to create a workflow so that we can choose to review in a specific order? Such as Editor
Client Cannot Access Her New Portal: Cookie Is Disabled (But Is It?)
Hello, Has anyone run into a problem with clients unable to activate their portals because they cannot set their own password? I started using Books a few months ago and only created about 20-30 portals so far. Most seemed to work but 4 people told me
Unable to process request when sending ticket from help center
Hi. I was creating a ticket on our help center and I get an "Unable to process request" error.
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