Blank Ticket Owner
I'm trying to figure out why the Ticket Owner is blank, but the Ticket Owner Name isn't. Referring to the attachments: 1st Screenshot: Zoho Desk Ticket Owner is unassigned, but an agent has interacted with the ticket. 2nd screenshot: Zoho Analytics >
Weird code in emails
So when we gan email from the ticket system we seem too get this weird stuff at the top (changed our domain in the url) { "@context": "http://schema.org", "@type": "EmailMessage", "potentialAction": { "@type": "ViewAction", "target": "https://desk.zoho.eu/support/mydomain/ShowHomePage.do#Cases/dv/131010000000368025",
Execute a function on Zoho Desk Custom View
Is it possible to execute a custom function on a custom view of records? We know how to do this in CRM using something similar to this: recordList = zoho.crm.getRecords("Contacts",ele,200,{"cvid":1862333000162897033}); But we're not having success with
Make Comments Public by Default for Agents
Hi our agents communicate only . through public comments and not the "Reply" since the reply very often looks sloppy on the email from our perspective. Currently if the agent creates a new comment from Zoho Desk, it defaults to private. Is there any way
How to Send Text MSG from zoho desk
I have an requirement to send text message to customers from zoho desk or initiate the chat with customer regarding his/her ticket. Is there any direct or standard way to do that. Any help would be appreciated. Thanks a bunch in advance!
Is it possible to have more than one portal?
I have two separate businesses that I'd like to have contained in their own portals with separate agents and such. Is it possible to have another completely self-contained portal? It looks like it could be possible but I can't see how I'd set it up.
Is it possible to share or synchronize the status and basic info of a ticket between departments?
We require to record and report the status of different tickets from separate departments on the main helpdesk department reports. Right now we do monitor the status of those tickets from other departments manually via a copy of the original ticket which
Making a Job Portal for students
Hello, Can I make a job portal on zoho for community users where they can apply themselves for the job. If there is such option. Please guide me through. Thank you
how to change name
I want to change my name
Community for Customers
Hello, I want to know that if admin posts anything on community will customers get any notification or Email regarding that the post has been updated/ posted in the community. Also I want to know that when someone from community post any doubts, those
Auto-populate "Hi [Contact First Name]," in Every Ticket Reply
Hi there, For every incoming ticket in Zoho Desk, I would like all ticket replies to automatically start with Hi [Contact First Name], Is this possible to accomplish? If so, by what method? Thank you!
Feature Request: Notification Options in Zoho Community
Hello everyone, As an active member of the Zoho Community, I have been using the platform to interact with fellow users, seek help, and share my knowledge. However, I have noticed that currently, the only way to receive notifications for new messages
Mark Ticket Unassigned during certain time frames
Hello, We work in a very time sensitive industry and we have agents who work different shift times through out the day. An agent may be working on a ticket during their shift that may not be resolved before they leave for the day. the customer may respond
Create a new ticket from a link in my site's footer?
Hello group. Is it possible to create a new ticket from clicking the 'Contact Us' link on my site's footer? I'm trying to use Zoho Desk as an email replacement for customers. My site is based on Ghost.io platform. Thank you,
Zoho Desk Ticket Sync to Zoho CRM Cases
I want to sync Zoho Desk Tickets into Zoho CRM Cases with all attributes. Is it possible? Use Case: I should be able to see all the tickets created/modified in Zoho Tickets to be visible in Zoho CRM as individual tickets / new tickets with details of
I need to delete my account.
Hello, my IT team at SpotOn says that I need to reach out to you to delete my account. This is what I was told by them. "We've deleted you as a requestor from the old Zoho ServiceDesk Plus Cloud instance. Any further action you'll need to take up with
Additional Notes Field for Time Entry
Hi, it is very common (e.g. Projects Time Entry) to add a note to the time entry, so that the reviewer does know what's about this time entry. We would really appreciate a notes field, which also could be on the books invoice btw. Thanks in advance,
How long does a Help Center invite email last before it expires?
Hi Zoho, I can't find anything on this, how long does a Help Center invite email last before it expires? We have our system set to moderate and some of our clients are in different time zones. We moderate and accept these but it seems when they come online
Remote Invite email not being received.
I've had customers report they're not receiving the remote assist email invite when I send via the ticket. I've since tested by sending to my own email address and confirm nothing is being received. Invite emails are being received if sent directly via
Difference between ticket opened via ASAP and ticket opened via End User Portal
Hi, is there any field that allows me to distinguish tickets opened by a user via the End User Portal from those opened via the ASAP widget? Some field through which to do the advanced search or, if not available in advanced search, query the system via
Unable to verify my subdomain linked with zoho desk to google search console.
My subdomain support.foyr.com is pointing to zoho desk. I wanted to verify my subdomain on google search console. Steps below. https://support.google.com/webmasters/answer/9008080#google_analytics_verification As my subdomain is a CNAME record pointing
WhatsApp template category update: March '23
Effective April 1st, Meta will reduce the number of available WhatsApp template categories to three. Meta will start migration on March 27th, and all your existing template messages will be reviewed and re-categorized. NEW: Supported template categories
Agent duties re-assignation during his vacations
If an agent is sick or on Vacation how can I readdress his automatic duties assignation to another Agent?
Tickets assigned to teams arent showing as "assigned" or "owned" by those team members
I have a ticket assignment rule that assigns ticket to teams. When the team members checks their desk 'My Open Tickets' or do '/tickets' in Cliq, they can only see the tickets that are directly assigned to ONLY them. Deskbot seems to be notifying the
Ticket Ageing Report & Dashboard
Dear Team, I am trying to create a Summary report and I want Ticket AGE to be present in drop down. With this Report i'll be able to create a Component in My Dashboard which will have Ticket Owner Name in X Axis and Ageing in the Y Axis with Count showing
how do I create a view in tasks "My & My Team Open Tasks"
Hi, I want to have a custom view which shows both my open tasks and my teams open tasks in one list. If you see attached I need to enter the name of the agent or team - but how do I do it for "myself" or "my teams"? Thanks
Knowledge Base article views
Within the KB, each article shows how many views the article has gotten, but I'm interested in which users have viewed a specific article. Because users have to register and sign-in to use the Support Site, I thought it would be possible to track the
Help Center e-mails (Invitation/Activation/Deactivation) e-mail templates
Hello, email templates for Invitation/Activation/Deactivation emails are not working consistently. Please have a look at this screenshot: As you can see, the upper part of the email has lateral spaces, while the lower part don't. How can I solve this?
Auto suggestion of articles in response email based on client email input
Zoho product development team have to include a feature to provide the suggested articles to a client based on his email . In Zendesk this option is available where it will auto send a list of 3-4 suggested articles based on the client mail . We can define
Introducing independent categories, many-to-many mapping, and more in the community module
Hello all, We are super excited to announce some new enhancements in our community module. Zoho Desk's Community module is a support channel that provides people with a platform to collaborate and discuss topics of mutual interest. It serves as a better
Zoho Desk [ How client or user filter status]
Hi Zoho, How do we customise or add more filter status for client to filtered the ticket status in their view?
Agent Time Report
Hello, I am trying to get an agent Ticket Time Entry report to pay my contractors out. The issues I am running into: -The time on the report for Create Time (Time Entry) does not match the agent page time report. -My report does not include all the agent's
Using Supervise Rule to Remind Agents
Can I use a supervisor rule alerts an agent every day at a specific time if they have not replied to a ticket within 48 hours? For example: Monday at 8am: Ticket Submitted Wednesday at 8am: Reminder sent to agent if they have not replied to ticket Thursday
Zoho desk authtoken generation
i use express edition of zoho, i followed all the steps correctly to generate authtoken but it is giving me error 'invalid client", please give me any suggestions or solutions. Thank you.
Can't copy mails to sent folder
I have 2 accounts in zoho, set in thunderbird, but with one i habe problem. Every time I send mail I get message: can't copy mail to sent folder. I removed this account, and then added again and still doesn't work! With second account I don't have such problem. What is solution for this case?
Can we modify the ticket number format?
Can the ticket number format be changed? Instead of telling a customer their ticket number is a number, like 202 or 305, we would like a naming convention unique to our company. Can a header be added to IDN-HD-? So it would generate: IDN-HD-101 IDN-HD-102
Permalink changes and adds date at every modify, can we stop this?
I can't find a way to stop the URL's being changed on every modification to add the date on the end. I don't recall this happening when I have done this before. I just want the article to have a fixed name no matter how many times it is modified. We don't
Do SubForm included on this kind of workflow automation
Round Robin - doesn't take exclusions into account
Afternoon! We have multiple To addresses set in our system. We only want Round Robin to use on one of them. We have two customers who we don't want to fall into the Round Robin allocations I have added some exclusions. The zohodesk.eu versions of the
Reset Stats in Zoho Desk KB
As we're populating the wonderful Zoho Desk Knowledge Base, the team constantly reopens and edits the article. The analytics numbers will be so off in regards to the real customer usage when we launch. Is it possible to reset all stats once we finish
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