Ticket Download feature in Client's Portal
Have been using Zoho for couple of months and multiple clients have requested to provide the Ticket download feature in their portal as they share weekly/Monthly report to the internal team and everytime they raise ticket to provide ticket dump which
help.zoho.com locks up Chrome browser
Hello, Any time I try to visit an article on help.zoho.com, it completely freezes every open window in Chrome. This is a relatively new problem, as I have used help.zoho.com in the past with no problem. I tried Firefox and there is no issue with the
Enhancements in Reports: Schedule static reports, group date and time based fields using more criteria and more
Hello everyone, We are here with some interesting enhancements in Reports. Let's take a look at each of them in detail. Scheduling static reports Up til now, you were able to schedule default and custom reports only. Now we have extended the scheduling
Created tickets are Automatically Assigned to ME
Hi all, good day. Just like to ask a question regarding the assignment of tickets in our Zoho Desk (Enterprise Edition). Every time a new ticket is created, it is AUTOMATICALLY assigned to me (please see the screenshot). Even if Ticket Owner is tagged
Zoho Desk Portal - View portal from the customer's perspective (as a enduser)
Hi, In the process of setting up and the planned commissioning of the customer portal, we are faced with the following problems and challenges. Before a customer is activated as an end user and during the actual usage phase, the portal usage should be
Contact Merge or Update
I have a customer who setup a new contact as his old email is no longer used. The new contact evidently is a child contact so it will not let me merge the 2 contacts. It will also not let me update the old contact with the new email as it says it is a
Help center Sign up notification - How to change which admins receive notifications
Our Help Center requires users to be approved before they can access it. The "Help center Sign up notification" email is going to all admins on our account. There are only one or two people that will be approving applicants, so I'm trying to change this
Add Agent Signature to Public Comment by Default
Currently, when an agent replies to a ticket, their signature gets pulled into the reply by default. Some organization (like ourselves) use public comments to communicate with our customers. We would like the agents' signature to appear by default every
Permission Update Failed
Permission Update Failed
Zoho Desk Report for total number of emails received
Hi, Is there a way to capture/report on the total number of emails that are received in Zoho Desk. This would not factor in merged tickets and just count the total emails received so if 3 duplicate emails were received and merged into 1 ticket, it would
Service the customer whichever the channel they use to contact me?
Hi there, We are starting a SHOPIFY store (so integration with SHOPIFY would be important) where we would like to offer a more customer centric experience. Whatsapp, Instagram (Comments and DM), Messenger (Messages), Email, Facebook (Comments on our posts)
Designating Tickets to certain people
Hi Is there a way to assign / designate tickets through the template used to a certain person? For example, we are wanting to create a IT support ticket system, where upon filling out the ticket Zoho Desk assigns the ticket to IT and notifies them so
ZohoDesk API - Http put/patch
hello, i would like to make http request to change status of a ticket ("Open" to "Closed") but i dont really understand how to use the update method . i tried to test my request with Restlet Client , i get "405 Method Not allowed" and second question
Add contact's secondary email address as an option in Alerts
Right now it is only possible to send an email alert to the contact's primary email address. There is a secondary email address available in the Contacts module. Some of my clients have a need to send automated emails to the primary or the secondary or
Auto mails sent daily
I have a mail sent to me from zoho that includes a pdf report on tickets I don't know where this automation is coming from and how to stop or change it
Unable to Print Tickets
Hello, starting this past week we are no longer able to print a list of tickets. Whenever we hit print, whether it is as a PDF or to a normal printer, the entire page is blank. I have tried in multiple browsers and still nothing:
Integrate M365 with Zoho Desk
Hi good day. Just like to inquire if there is a way to integrate Zoho Desk with M365? Sample is with our current template for IT Equipment request, if the requestor will type in the name of his/her lead or manager for the approval of the IT asset re
"Store Front of IT Assets" feature for Zoho Desk
Hi good day. Just like to inquire if there is a feature of Zoho Desk that integrates it to our asset management database (Asset Tiger) that the users can see what IT assets or peripherals are available? Sample IT assets are laptops, developer laptops,
Auto Approve/Decline feature
Hi, good day. Just like to inquire if there is an "auto approve/decline" feature in Zoho Desk. For example, if one of our users will log an IT equipment request and type in the name of his/her lead/manager as the approver, will it automatically prompt
How to Create Ticket Templates
Hi good day. I would like to ask an assistance on how we can create ticket templates / forms like these samples below. It would be better if they are in a "form" format instead of just filling up the description. New Hire/Onboarding – this ticket type
Monitor Agent time logs?
Is there an easy way to see what Agents are currently working on (timer running) or at least a log of the time they've spent in desk on a particular day? Thanks, Scott
Community Pages SUPER Laggy
Every since the first week of August or so, the Community / forum pages here have been extraordinarily laggy... like, to the point of being almost unusable on desktop and literally unusable on mobile. On desktop, the page will hang for 15-60 seconds,
Web Browser High Power Usage in Taskmanager with Zoho Desk
Hi, I figured out, that after some time when I am working with Zoho Desk, that the vents of my PC getting louder. So I checked the Windows Task Manager and see the Power Usage of the web browser is high and sometimes the memory usage is also high. Reducing
Show always Due Date and Response Due Date
Hi, I am struggling again with Zoho Desk. Currently I am setting up the SLA and I am currently wondering why the Response Due Date and Due Date are removed, when I set the ticket status to On Hold. In my opinion this makes no sense and how can I always
Faulty translations in help center
My area: „All Department“ --> not translated into german at all (Alle Abteilungen) Status drop-down field: The verb to open and the status open in english is the same, but that doesn't make sense in german. -> Verb in german: Öffnen -> Status in german:
Problem with SAML time validation
From our application we do a SAML request using accounts.zohoportal.eu/accounts request to log our users in into the customer portal in zoho.desk. This has always worked until this morning. We now get the following error: Conditions validation failed.
Zoho Desk now integrates with Trello
The customer service team is tasked with taking good care of customers and helping them when they need assistance. When there is problem, they manage communication with the customer, while operations teams fix the problem behind the scenes. In order for both teams to be effective at what they do, actionable information has to flow between them regularly. When that doesn't happen, it can create a communication gap between what a customer wants and what internal teams actually understand. If you use
SHOW TIME SPENT IN HELP CENTER
Hi, I want to know if there´s a way to show the time spent in each ticket in the help center.
Delete WHATSAPP chanel on Zoho Desk
Hi, How can I delete a WhatsApp channel and create an new one isstead? Alternatively, how can I change the number MAPPED TO the channel Thanks
Invoicing from Desk - Default Configuration
Hi, we have different invoicing situations per client, which is quite common in small and medium business. So we would like to have a. Billing / Non-billing default per client Explanation: Non-Billing must be set for Full-Service-Contracts, where is billing
Resolution TIME and SLA no longer exclude the waiting time
We have noticed that total resolution time, and also the sla, no longer exclude the waiting time, is it possible to verify?
Agent resolution time vs System resolution time
What's the difference between agent resolution time and system resolution time as found on the Resolution Time static report and Resolution Time dashboard?
Responder Bouncback Loop
Is there a feature in Zoho Desk to prevent a responder bounce loop if a request comes in from another helpdesk service? Had one recently and only option was to turn off notification to contact for a new ticket in settings.
Microsoft Teams integration
We've recently begun using Zoho Desk for ticket tracking. Is there any plan to integrate to Microsoft Teams? We use Office for other features and it would be a big help if we could access our Zoho tickets in the same dashboard as some of the tools we use. (Microsoft Flow integration would also be great, but that's a lower priority to me) Thanks!
Collaborate with context, with Zoho Desk for Microsoft Teams.
If your organization uses Microsoft Teams to collaborate, we have great news! You can now access your customer support tickets from Zoho Desk, and act upon them, all from within Teams. Get Zoho Desk for Teams here! Work together without waiting around Customer service often requires people to come together to solve a ticket. By adding Zoho Desk ticket views as tabs in Microsoft Teams, you can easily cut down on the time it takes to get all these people on the same page. You can add different ticket
Add Language to system
Hi, We are looking into the ZoHo Desk Product and got a question if Icelandic was supported, and I guess that is not the case. Is it possible for us to work with translation files/resources so it can be implemented in the ZoHo Desk Product ?
Hyphens in tags result in unhelpful error when posting
Steps to reproduce: Post a topic and include a tag with a hyphen in it. Attempt to post it. See unhelpful error message, "Unable to process your request," with no information on what went wrong or how to fix it. If you can't fix this problem, at least
Zoho Desk - Make all ticket replies come from one email
Current when an agent replies to a ticket it shows there name. For our setup I would like it to only show our support account and not the agent that replied, how do I set this up?
Modify subject thread during a reply
I receive a reply email from another ticketing system which contains an ID. I would like my reply to this message to contain this new and external ID in the subject. I tried to do this with a custom function that a user kindly shared here: https://help.zoho.com/portal/en/community/topic/change-subject-after-reply-two-ticket-systems
Introducing enhanced JWT authentication mechanism
Hi all, Greetings! We are excited to introduce the enhanced version of the JWT authentication mechanism for ASAP add-ons. ASAP The ASAP (App Support Across Platforms) add-on in Zoho Desk is a stand-alone app that provides in-app self-service to the end-users.
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