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
↣ ↣ Mobile App for Help Desk Portal ↢ ↢
Namaskaram! Help Desk Portal becomes a key touchpoint for a company with its customers/partners. Its capability with tickets, knowledge base et al makes it an indispensable tool to a company's external network once they get hooked to it. From this perspective,
Dismiss Due Date automatically on Zoho Desk when agent replys
Is there way to automatically dismiss the due date automatically when reply?? thx
Zoho Desk Help Center Full Customization
Hello, Zoho team! I discovered Zoho Desk just now when realizing I can somewhat funnel my business FB and Instagram messages (although not as smoothly as WhatsApp) under one interface. Really loving many features and although find some limitations, I
How to remove fields on ASAP ticket form
Hi, I have set up ASAP to embed on my SASS platform. This will be used primarily for Knowledge base articles and customer support ticket creation. The support ticket form allows customers to select product name and priority. How can I remove both these
DKIM Authentication: Cannot be verified due to incorrect TXT record.
Hello, I've successfully mapped my domain name to Zoho Desk (https://help.brightpen.ai) but now I'm having trouble with DKIM authentication. I clicked on Email > DKIM Authentication and then clicked on "Verify". Then I added the DNS records as instructed.
How to authenticate End Users through custom third party app?
We basically want this workflow: User tries to access Knowledge Base but authentication is required -> User is re-directed to our website login page -> User logs in and is authenticated through our own servers -> User is re-directed back to Zoho Knowledge
Guided Conversations - Jump Block Input Variable Mapping disabled?
I've created a Flow which creates a new ticket for our Sales Department. That flow has a number of Local Variables defined which are used to generate the ticket. In a separate flow, I'm guiding the visitor through a series of questions to narrow down
Enrich customer support in your mobile app with the ASAP SDK
Hi everyone! We are happy to announce that we have enhanced our ASAP SDK for mobile applications with new UI and additional functionalities. Many of you have already had the opportunity to use our ASAP add-on for your web applications. If you're new to
Is Zoho Desk for me or I should use another tool?
Right now we have several channels throughout we receive request, questions, orders... etc. These channels are email (we use Zoho Team Inbox here), Instagram, Facebook, phone, cell phone and mainly WhatsApp. I am looking for a Tool which can put together
Introducing Geolocation for Zoho Desk
Hello all, Exciting news! We have recently launched our new extension, Geolocation for Zoho Desk, in our marketplace. With Geolocation, now you can upscale your agents' productivity and provide a better customer service experience. Here are some major
Zoho Desk 3CX installation
Hi all, i hope someone can help me: The following is happening when i try to install 3cx from the marketplace, i can fill in all the requested information but when i click on install i am getting an error which says: function does not exist on assumed
Closing Ticket Notification Disappears
Hi, I'm trying to improve our Customer Happiness option. However, as soon I have edited the field for the message template. I just noticed that when closing the ticket, the customer/client couldn't receive any notification when closing the ticket. I've
Force agents to select category
Hi, When our agents create a ticket, they have to assign a category where it is mandatory, however, a lot of our customers email in support tickets, at this point, Desk doesn't force our agents to select the category. Is there any way in which we can
Why can't I merge two contacts
I'm trying to merge two contacts, and the message said: 'Cannot merge child contacts who were added as Help Centre users'. What does this mean? How do I change the contacts so I can merge them.
BIlling time per 15 minutes
Hi all, We use Zoho Desk for logging tickets from customers. We normally bill our customers per 15 minute slots. So if a customer logs a ticket and we solve in in, let's say, 9 minutes, we bill 15 minutes. If we solve a ticket in 23 minutes, we bill 30
moves ticket to community module?
Hello, is it possible to move ticket&reply under the Question topic on Community module? After replying to tickets, I want to publish them visible to everyone. thank you.
JSON Formatter Broken
I am astounded by how badly the JSON Entry Dialog is broken - is nobody using or testing this? I am trying to build a Webhook block in a Guided Conversation. First, it's nuts how little integration there is from Desk to itself - why do I need to build
Help desk, knowledgebase not updating
I have these departments set to show in my knowledgebase, but nothing is changing when I edit Only these 2 are shown. They all have articles in, there is no reason they should not be shown. Why is this so complicated?
User group import
Hi, We would like to import users into user groups. Now, we have to manually search for users to add them to a user group. Are you maybe working on a way to import users in user groups? Or is it possible to link the users from the community to CRM? That we can edit multiple contacts in CRM to give them a label in the community? In our situation, it would be great if the SAML Single sign-on can be used to place users in the right user group. Kind regards, Helen
Internal vs external thread
Hello, I am curious if anyone has found a solution to this. In our organization we have both internal and external communication. Meaning we converse with the customers through Zoho desk as well as sales reps on our team who work with the customers. We
Zoho Desk not receiving email from outside domains
Hello, We have a few different support inboxes. We've recently noticed that one of them does not seem to be receiving emails sent from addresses outside of our domain. This issue does not appear to be happening with any of the other inboxes. I just tested
Better visibility into Zoho CRM Potentials within Zoho Desk
When we have a CRM contact put in a ticket, from within Zoho Desk, I can click on the contact and I can see the display name of the potential(s)/deal(s) linked to that contact in Zoho CRM. But I can't see additional details on the Deal, unless I click the new tab/window button to open up the deal in a new tab. I wish there was a way to specify maybe 10 fields from Zoho CRM Deals module that would display in Zoho Desk without having to jump into a new window to the whole deal. Like a quick card view
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