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
How to organize Ticket access in teams
How do I give ticket access to the users' of the same team? I can allow access if the users are in the same account, but this does not work for us in all situations. Here is my challenge: Our Core product is a subscription-based online service. The companies
Why do Tasks reopen when moving Tickets?
There are instances in which we have completed a Task within a Ticket but then we need to transfer the Ticket to another department. However, the Task re-opens automatically causing the agents to think it is still outstanding when in fact it has already
Attach Desk ticket to Project task using integration
I have set up the Projects integration within Desk. This allows me to create a new task within Projects which we use primarily for software development. I need the ability to attach a Desk ticket to an existing task on Projects. This will allow developers
Screenshot blurred/ broken in Outlook
Hi @Ash In addition to this issue with Oulook diplay https://help.zoho.com/portal/en/community/topic/offer-link-url-for-the-customer-happiness-rating-as-placeholderI there are other issues with Outlook display of Zoho email content.
Provide Issue Collector for Web Applications
We want to elaborate whether to change over from Jira Service Desk to Zoho Desk. With Jira, we are using the 'Issue Collector'. This javascript extension is nested in our web application. As the customer has an issue and wants to open a trouble ticket,
How to add URL to signature block image on Zoho Desk
There doesn't seem to be an option to add a URL to an image on my signature block in Zoho Desk. Please help.
Zoho Desk | KB Article
Good day Zoho Team! From the KB Module, if we publish an article these are the 3 options to whom can view the article: Agents, Registered users, All users Is there an option that both Registered users/customers and Helpdesk Agents can view the KB Articles
Closing tickets
Hello, Currently we send the contact person the answer to their issue which a separate email and then turn around and close the ticket which generates a second email. Is there a way that we can respond and close the ticket so the contact only gets one
Zoho Desk's new archiving policy is here to stay!
Dear Customers, Using a software can get cumbersome when you have to navigate through large amounts of inactive data to find what you are really looking for. To address this, Zoho Desk is introducing a new archiving policy that aims to reduce the clutter, and make important information available to you in a faster, easier and more efficient manner. What is archiving? To put it briefly, archiving is the process of moving data that is not actively used in day-to-day operations to a separate storage
Remove SalesIQ module from help center page
Hello, I am setting up a basic help center portal for our clients and I would like to remove the sales IQ chat module sitting at the bottom right corner of the screen. I found no way to disable/remove it from the theme customization or anywhere else in
Training for Zoho Desk Administrators
recently you announced (via a banner in Zoho Desk) an upcoming training for Zoho Desk Administrators. I'd like to register but cannot find the class now. Can you repost here?
Email notifications on followed contacts/accounts/tickets
Hi, Is there a way to receive email notifications when following contacts/accounts/tickets? What i'm looking for is that for all the accounts i'm following, if any of their contacts create a ticket, an email notification is sent.
How to change button background color in Desk Portal Email Templates
Hello, is it possible to change the color of the following element in Desk settings > Help Center > Email Templates?
[Zoho Desk] Visitor tracking - see how customer reached page, in ticket information
Hi everyone, We're using Zoho Desk and Zoho SalesIQ at the moment. Here is our scenario: Our customers come to our website and they fill in a contact form (which gets submitted to Zoho as a ticket) or hey interact with us through the Zoho chat widget
Apparently Random ZohoDesk Sounds
My ZohoDesk makes apparently random noises: -Swishing Noise -(Shaking) Maraca Noise Not all of our agents report this issue. These are not associated with the live web chat. I can only assume they are linked to a notification setting. Is there any way
"Advanced Ticket Filters for Zoho Desk" : Add "Ticket Tags" as filters
This was a long awaited feature in the Desk community. Please consider adding the "ticket tags" as filters for this extension.
Introducing Instagram Direct Messages in the Social Module
Hello all, We are excited to announce that the Instagram Direct Message functionality is officially up and running in Zoho Desk. It’s now easy to view and respond to end users' messages and convert them into support tickets right from the Social module.
Mark as read on Facebook and Instagram
Isn't it possible that once we reply to a message on Facebook or Instagram in Zoho Desk, it is marked as read in the respective inboxes? I communicate via Desk but the messages remain listed as unread, forcing me to go to FB/IG and manually open each
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