Customer Happiness ratings
Hello. Is there away to to disable the happiness ratings for different categories/sub categories that has been used? Or will this not be possible and only count for ticket that are closed? And as well, can the logo be disabled on top of the email or can
Customer Ticket Template
Hello, is there a way to create a new ticket format when customers opens new ticket so that every time any customer wants to open a ticket he has to fill some fields like Ticket Reason ( issue , question , request ) Ticket Department (Reporting , Support
DMARC reports showing 0% SPF Aligment from emails from Zoho. What's the correct SPF Record
Hi Everyone, We are trying to improve our email security by blocking all potential threats but getting the correct SPF alignment from emails sent from Zoho is proving to be more difficult than imagined. As mentioned in the setup / dkim, we used the following
Categories and Sub Categories
Hello. I'm trying to find a way to change the Categories and Subcategories in Desk. I'm unable to find a way to change, add, or remove anything. When we create a new department we might need to add a few other fields to fit the inquiry user contact us
Showing All Channels in Help Center is Problematic
Hello: There needs to be a way to disable channels featured in the Help Center. Nobody in our industry uses Twitter or Facebook and it looks like we are being unreachable by not setting up the Feedback Widget. Is there any way this can change? Also, there
Zoho Desk's Instant Messaging | Feature Updates | June'23
Hello All, As we advance into the year, we're eager to bring you this quarter'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
Bulk Close Selected Tickets Not Possible
Greetings Zoho One of the limitations I've found rather frustrating within Zoho Desk is the inability to bulk close certain tickets. When searching a specific criteria, you are able to select all tickets shown in the search results, but the close option vanishes allowing me to only 'merge' said tickets. Often I can find myself with sometimes 100+ tickets that need closed and I have to close each one individually which is very time consuming. Please could you add this feature, or let me know if there's
Notifications are blank. I get new notifications on my phone, but Im not getting anything on the web.
No new or old notifications are showing.
Send and Close button selects the wrong Closed Status when there is more than one configured,
We have added a new closed status of Idea Logged. When we choose this it closes the call as expected. We have another team that assess the ideas outside of ZohoDesk. The problem we have is that when we use the Send and Close button on a Ticket it now
Accounts/Contacts being created when a new Ticket is submitted through my Support Mail on Desk
As of currently when different people (even Spam) send mails to our support mail configured in Zoho Desk we're populating Zoho CRM with unwanted contacts like the ones coming from Spam and all that stuff Is there any way to disable this? Please your help
Emails are not sending from Zoho Desk
Emails stuck outgoing, 30+ minutes and still nothing. Nothing is wrong with our Exchange server, it is just when emails are sent through Zoho Desk: {"response":{"error":{"code":7009,"message":"No data available"},"uri":"/mail/SupportAPI"}}
Attention! Planned maintenance will take place on 17 June 2023, between 1:30 AM and 2:30 AM GMT
Dear Customer, Planned Zoho Desk maintenance will take place on Saturday, 17 June 2023 from 1:30 AM IST and 3:30 AM IST. We'll be using this time to upgrade our app servers, which will help us maintain the reliability of Zoho Desk. During the maintenance
Blacklist Domains
Is it possible to blacklist domains so they are blocked from registering for Zoho Desk or once they've filled out the registration form they are blocked automatically?
Trigger Alert via workflow / custom function
Hello, it is possible to send an mail alert via deluge? Sure, we can send a alert directly via a workflow rule but there you are limeted to the workflow criteria. We need to check some complex condidtions an so need to use a custom function. But inside
two step option to close a ticket
hi i want to check if we can implement a Two step ticket close option. at times we click the close button by mistake and the ticket gets closed. if there is a two step option, then a reconfirmation will be asked before a ticket gets closed.
Planned IN data center maintenance on Sunday, 11 June 2023 from 6:00 AM to 6:30 AM IST
Dear Customers, Scheduled maintenance will take place in the IN data center (DC) on Sunday, 11 July 2023 from 6:00 AM IST and 6:30 AM IST. Expect 30 minutes of downtime if your account is hosted in the IN DC. During the maintenance window, Zoho Desk will
Support Agent Reply should have a template or choice to replace email Subject
We have our tickets created through an API and Ninja Forms in WordPress. The ticket Subject is set to something meaningful for the agents to know the topic of the ticket (QA, Break/Fix, Comment, Issue, ....). While this is great to see within Desk for
Zoho Desk's ASAP SDK | Feature updates | June '23
We are excited to announce new ASAP SDK features and enhancements. To better meet your needs, we've updated our product with convenience in mind. Let's dive in and explore the new features and enhancements we have lined up for you. Multiple ASAP configurations
Monthly Release Round-up - May 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Enhancements in Web Accessibility Control Two important enhancements that were made under Accessibility controls were: Introducing Increased
Zoho Book Integration - Actions not usable in new UI
Hello, unfortunately the new Desk UI is not realy usable, because essential functionalities are missing in the official Zoho Book Integration! For example, for accepted estimates only the option to "clone" is offered, in the old user interface the actions
Workflow Rule is not called reliably
I have configured a very simple workflow rule: But sometimes it is simply not called, I have no idea what the reason could be. The rule has no criteria, so it should ALWAYS! run - but it does not. When I look in the ticket history, I can see that other
Contacts Info - Customize which fields are shown
Hello currently when viewing a ticket. The contacts info section on the left in the ticket details only displays the contacts name, email, company, mobile and office numbers. It would be nice if there was an option in layouts as a checkbox to show a contacts
Customize the look of the rating page (customer happiness rating)
Unfortunately, the DESK feature customer happiness rating page looks like this: You can only control the following things (regarding the design): Change the Icons for the Good, Okay, Bad rating buttons Change the logo of the department You can't control
Text field length validation rules can't be defined
The "Basics of Validation Rules" section in the "Creating Validation Rules" help page reads as : Basics of Validation Rules A validation rule for a field can consist of conditions like whether a value needs to be filled in, a specific expression it shouldn't
Working with teams
Hi Community, My team mostly depends on the answer of the "experts" to reply to our clients. We now have these experts in a field and whenever the ticket is in their "ownership" we set it in a specific status which is what makes the ticket visible to
Zoho Desk : integration with Facebook Messenger
Hello, When the integration between Zoho Desk and Facebook messenger is planned? Best regards, Christophe
change layout (field order) of ticket side panel
How can i change the layout (field order) of the ticket side panel? I would like to display the most important info on the top.
Attention! Scheduled maintenance for Zoho Desk's EU DC will take place on Sunday, 28 May 2023 from 2:30 AM CEST to 3:30 AM CEST
Dear Users, We will perform the scheduled maintenance for Zoho Desk's EU data center (DC) on 28 May 2023 from 2:30 AM EST to 3:30 AM EST. Expect one hour of system downtime. We've scheduled the maintenance for Sunday, hoping to minimize any impact on
Sync between Desk <-> Analytics doesnt work anymore! Infinite loop?
Hi, since yesterday morning the synchronization between Desk and Analytics does not work anymore. It was synced and the subsequent sync has not been completed yet.
Email subject formatting
Hi there, I'm trying to change the way the email subject is structured in ticket conversation. I would like to change it from Re:[## 108 ##] Ticket name to something more restrained such as Re: Ticket name [#108] . I know there are templates for notification
Show Higher Hierarchy Assigned Team Tickets for Agents with Lower Hierarchy in the same Team
Hello, we have the following problem: Some of our agents are higher in the hierarchy than other agents but in the same team. We would like the agents with the lower hierarchy to still be able to see and edit the assigned team tickets of the agents with
Zoho Desk's Instant Messaging Update - Meta mandates OTP Buttons for Authentication Templates
Starting May 29, 2023, all newly-created Authentication Template messages must include a one-time password (OTP) button. Note: This functionality will go into effect for India-based users (IN DC) later this year. What are Authentication Templates? Authentication
Overview Dashboard value blocks
Hi, I want to create a new dashboard with the same blocks as in the "Overview Dashboard" but i cannot find them in the Gallery when i want to add a new component to the dashboard. I've added a screenshot of the "Overview Dashboard" and outlined the blocks
what languages does zoho desk supports ?
I mean in my company some people don't know English, so does Zoho have the ability to make working interfaces in the languages Arabic, and other languages to respond to Arabic customers ?
New email opening old ticket
When a person sent a new email it opens up the old ticket.
Multiple Help Centers
We have two Help centers setup within Zoho Desk for different brands of the business. On the second Help Center (not primary) when we enable the Sign Up option, when users are invited after approving Sign Up, the email they receive points them to the
Parent Account
Hello, I wanted to know if anyone has had the need to have accounts grouped together and to be able to obtain all the information related to said grouping. For example, being able to see all the tickets of a company and its subsidiaries.
We need the ability to react to changes to a Person or Ticket being marked as Spam, and we need the ability to change the Spam status of a Person or Ticket
We have Desk <> CRM sync set up. When a Desk Person is marked as Spam, the CRM Contact should be updated. Instead it appears that the Desk Person has the CRMContactID value removed, so the Desk contact gets disassociated from the CRM Contact. In our case,
Possible to sort contacts by first name?
Thread title says it all. In CRM we sort Contacts by first name. In Desk they sort by last name. Can we change that? Thank You
Adding requests/tickets only by certain user groups
Hi, It would be great if we can allow certain user groups to add requests. In this case not everyone can add a tickets/request. Is this maybe in the roadmap? Regards, Helen
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