Creating new tickets from a CRM layout - Look Up contact field doesn't work
After integration of Desk and CRM, When creating a new ticket from a desk related list in a CRM contact, the lookup field for the contact name doesn't autofill and when manually searching for the contact, eventhough apears the contact to select, clicking
I order 1-year contract of Zoho Desk but tell me will update on Sep 7 2023
Hey Can you check I cannot use my credit?
Incoming emails from web form
Hello, We receive incoming emails from our public webpage. This email is always the same. Is there a way to extract the senders email from the submitted form and replace it in the Email field in Zoho Desk? Otherwise an agent will always need to go in
Save Zoho Desk Report Template?
Is there a way to save a Zoho Desk report template? Every 2 weeks I export the same custom report template, with specific columns in a specific order and specific time frame. Is there a way to just save this as a template for quick reference in the
Customer Experience Workshops are coming to Europe!
Hey everyone, After an overwhelming response for our Customer Experience Workshops in the USA and Canada that was concluded in February, we are back again and now, we are coming to EUROPE for the very first time! What can you expect in the workshop? This
Can I customize the fields shown in the ticket list with table view?
I would like to show some fields like Priority and Classification and hide the Due Date field but it seems that these views are fixed. Is there a way to customize my view and not just using filters?
Is there a way to assign a ticket by the support email address used?
We have 2 support email address: support@mydomain.com and orders@mydomain.com that forward to corresponding support email addresses in zoho desk (support@mydomain.zohodesk.com and orders@mydomain.zohodesk.com). The email forwarding is working perfectly.
Sort ideas on last created
Hello, Topics in the community are now sorted on 'last changed'. Would be great if this could be 'last created'. Or add a filter for this. Kind regards, Helen
Lock ideas: lock comments and voting
Hi, Now when you lock a topic in the community, you can only lock the comments. Would be great if you could also lock the voting. Kind regards, Helen
Monthly Release Round-up - April 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements we released last month. Option to make default comment type public Until now the default comment to a ticket was always set as private, which allowed only the agents
Submitting Tickets using Knowledge Base Artlices
Is there any way to link a ticket submission button to the articles on our Knowledge Base? For example, a user is reading an article and there is a button to submit a ticket right from the article. This would be helpful so we can know if a user has already
Gmail to ZOHO DESK Import
Hello Team, I would like to inquire about the feasibility of importing historical emails from Gmail to Zoho Desk. Is it possible to do so? Thank you. Bharath Kumar E
Zoho Desk - Support Email Domain for Multiple Brands
We are a Zoho One customer and are looking to setup Zoho Desk. We have multiple brands within our company with different sales teams for each brand. Our customer buy products from a brand and would need to send support emails to the domain associated
Partial Outage in One of the Zoho Desk EU DC Clusters
Greetings, We would like to inform you about a partial outage that we have experienced in one of the clusters in Zoho Desk. The partial outage occurred between 9:26 CEST 2 May 2023 and 15:59 CEST on the same day, and the slowness persisted until 17:18
Append to the HTML body tag
Hi, I would like to be able to add a script to the agent help desk So basically what the point is that the IT department is using a Status page(Statuspage | Atlassian) that show disruption on services. this system allow us to generate a script that should
Comments to KB Articles
Isn't there a way to make it so that readers can make comments about Knowledge Base articles? I thought that was possible, but it's not working for me & I can't find a setting to change it.
Send email to slack when status has changed
Hi. I have created a new status of invoice. What I would like to do is send an email to slack when a ticket is changes to invoice from open can anyone advise how I would do this, thanks
Ticket owner = Ticket creator in template
When creating a new ticket template, we should be able to set the Ticket Owner as the ticket creator. This would auto assign the ticket to whichever agent uses the template. Is there a way to add "Ticket creator" as an option in list of choices for Ticket
Zoho Desk / Jira Integration
How do the defaults for the fields get set when creating a new issue from a ticket? We have tested extensively and cannot find a rhyme or reason to what is set for the priority field and others. We had three users open the Issue creation screen
Add CC contact in Workflow Alerts
Is there a plan to add the cc contact in a workflow alert? I have a workflow that sends an email alert to the contact when a resolution is added, but I would like to include the cc'd contacts as well. Perhaps there is another way, I am open to ideas. I use workflow due to the criteria where the Closing a ticket contact notification has none.
Anyone Using Zoho Desk for Repair Staff?
We are considering moving to Zoho One, and I'm wondering if anyone is using Zoho Desk for repair staff. We have a staff of service techs that repair tools, either for free or for a charge. Zoho Desk seems more designed for online support. Is anyone using
Knowledge base w/ search capability across Zoho apps
Hi, I use multiple Zoho applications across Zoho suite. I would like to understand what others, in similar situation do to centralise knowledge. I mean the notes and comments from resolution of issues in Zoho Projects, Resolution and issues in Desk, potential
Mail forwarding does not work correctly
Hi, we use the external contact solution: MS Exchange 2016 with distribution group and the external zoho contact included. Internal messages will forwarded correctly. external messages does not work really. Some mails get reach zoho desk some mails does
Get time entry for Account?
I was looking into a way to get the time entry pet account for report/billing purposes. But using a custom function to get the Account information.Using this for the time being: response = zoho.desk.getRecordById(orgid,"Accounts",accountid); It doesn't
Subject Line Limit When Making New Ticket vs. Adding to Old?
I'm having an issue where Desk is taking what should be a new ticket (different subject line) and just merging the message into an existing ticket. We get invoices sent to an email address that goes into Desk. The subject line will be something like "APC
Column Definitions
I am looking to find out the definition for each column in the Desk reports as some are obvious but some are not. Is there a list of these somewhere that I am missing? Examples of the types of columns I am referencing are shown below in the image.
Bullets and Numbering in article editor
Is there a way to remove bullet/number formatting for a line in the article editor? I found two ways to do it: Decrease indent until it is gone: Very much a pain since no shortcut (that I know of) and pull down menu to get to it. Clear formatting: problem
Missing "Item Count" in DESK
Last least week, we lost our current "Item Count" number for the selected group. ie: My Tickets, Open Tickets, My Open Tickets. I just discovered this morning that there is now a very small "total count" selection on the far right that, if I click, will
Knowledge portal configuration
I am trying to configure the knowledge base so that the article part is public and anyone can access the articles but the ticket creation part is blocked with registration or access with username and password. Could you guide me? Thanks in advanced
zoho desk
Hello, we are definitely shocked about the situation in zoho desk. Lets say you are an creative web agency. Your client pay every month 1000€ for example. For that amount he will get 100H budget. Now client can create a ticket and you need to track your
Increase ticket start from number for new tickets
Hi. I would like the tickets to start from 15100 to make it a 5 digit ticket number. So ticket 1 would be 15101 thanks!! Also would be very helpful if the Subject line on agent reply is Category rather than Subject.
new tickets not assign to Account Name
We are using Desk and right now around 75% of new ticket created arent not assign to the Account name (customer). I have a custom function that make sure that all the users who open a ticket are assign the customer so this is working. But even if the
CRM Info in desk
Hi, When we view a ticket, then click on a company (account), to view the details, we often click on CRM info from within the desk on the account too. However trying to view the description field from the account within that screen doesn't work. You only
ASAP Web widget not showing on my site
Hi there I am trying to add the ASAP widget to my website, however when adding the code snippet to my pages, it's not showing. One thing I noticed on the code is it's asking for a nonce value, which i don't have.
Not creat ticket from Web Form Zoho Desk
Hi, When creating a ticket through the web form, I get the message: Oops! Your form details couldn't be submitted. And this only happens with some users and in some cases the user manages to create the ticket normally, but in most cases it does not.
get Insufficient Privileges to perform this operation. Contact your Administrator
One of my managers continues to get the insufficient privileges error when attempting to star a view. No one else is having these issues and I have changed his permissions to admin and there was no change in his issue. I have since converted him back.
Gamescope for Zoho Desk
Hi, wondering if there are plans to implement Gamescope features for Zoho Desk?
Due Date Reminder Email
I have tickets that come in that I want agents to set a due date of the ticket manually. This is because its a low priority tickets and needs to be completed at a later date. Is there a way to have the system email the agent a day or 2 before the due
Error with Zoho Desk Search API
Hello, We have a function that uses a deluge task to search Zoho Desk for a particular contact. This function fails whenever triggered by the workflow and/or blueprint (we've tried both), but when we manually run the same record ID through the function
Agent queue does not display account
When I am viewing an agents queue in Desk I cannot see the account the ticket is assigned to as I can when I am viewing from the ticket view. Is there a way to have the account displayed from the agent queue?
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