Popup Feedback Widget messing with site
Hi, we're trying to implement the Feedback Widget as a popup type, but when the tab on our webpage is clicked the form does pop up but our webpage receives the following styling style="overflow: auto; height: auto;" Which causes our page to shift and
Light agent can comment on a Ticket but not on Task?
Hi Zohodesk, I can see that in the Permissions for a Light Agent show "View Only" for Tasks/Activities on Tickets. I know, all the clues are there, as they say, but is there a reason that you can't add comments to Tasks in the same way as you can the
The "Pending Activities" icon and sidebar started acting weirdly
Today I did notice that my "Pending Activities" icon was showing up with a red dot on it. I've opened it and found out that I was appointed 3 tasks by my colleague in the last 2 weeks. He also had some tasks assigned to himself. He wasn't aware of any
Something is Broken with Knowledge Base Access
Seems like we battle this every time we add a new employee (we have ZOHO One). We've got the user up and running as an Agent so they can write and edit new Knowledge Base articles. But, they can't USE the knowledge base outside of Desk. If they navigate
Help Center / Landing Page
Hello, Just starting out with Zoho Desk and here is what I would like accomplish, please let me know if this is possible. I would have one URL for all of the customers to access for support. The page would have a simple statement of What can we help
Customise the Zoho Community following email
If I am following a forum in the Zoho Desk Community, I will receive an email every time a post is made there. For example: I was wondering if there is a way to customise this email. In particular, I wanted to include a link directly to the topic for
Layout change on split
We had an agent split a ticket yesterday but the new ticket needed to use a different layout. The layout field was locked down however. How do we unlock it so we can change the layout when a ticket is split?
How to add the Desk Title in the browser tab
Hi there, Is there a way to add in the name of Desk to the browser tab as well as the Flavicon like other Zoho Apps? I have looked in the Rebradning section but can only see how to change the Flavicon.
Wrong breadcrumb language when searching on the Knowledge base
Hello, I realized that, when searching an article from the English version KB, I still se the breadcrumbs in Italian (which is the original language). Please see this on the screenshot below:
(Blog Post) Have You Heard About These 9 Free Zoho Desk Extensions?
Dear Zoho Desk community members, I guess many of you heard about the free Parent-Child ticketing extension. Did you know that there are many other free Zoho Desk extensions built by Zoho's development team? Check out my blog post to learn more about
Zoho Desk Ticket Fields
Can I not pull in more data from CRM into my Desk tickets automatically once I identify my Account Name outside of the contact and phone number? I have a lot of data in my accounts in CRM that are useful for our tech staff need for their tickets and
Desk Subject
Is there a way to standardize/hard code the Desk Subject line based on the layout for our internal users? We have set ticket subjects we want our users to use for better tracking and searching.
Tickets not closing after a set time lapse despite existing a rule to do so
Hi, I'm experiencing issues with some of our tickets. Every ticket is applied with blueprints and a supervisor rule so that, after a certain amount of time since the ticket changed status to "solved" (Solved is a custom status mapped to Closed but with
Some Ticket Fields only filled out via API. How to Hide them if they are empty/null?
We have some fields on thickets that are only ever filled out via API if certain conditions are satisfied. They are empty/null 95% of the time and only get filled in about 5% of the time. Since they are empty most of the time, we want to hide these fields
Zoho Desk Customer Portal Not Secure
Hi, So I have set up our Customer Portal for our helpdesk and mapped the Domain etc. but the site itself is still saying not secure. We set this up on the 19th so its had plenty of time to generate an SSL so we are unsure why this is happening. The Customer
Intercom integration
I've read about the intercom integration, and it was good news at first. Problem is -> the Knowledge Base. We use intercom together with it's KB. Whilst working with Zoho, we started to generate knowledge articles on the Desk KB, so articles on Intercom
Update ticket field and then update contact ticket
I have one custom field "Enquiry Product" on Ticket module and Same "Enquiry Product" field on Contact module. I want to, after the Ticket module "Enquiry Product" Value set, then the contact module of "Enquiry Product" file has same value automatically. I don't want to manual to make it. Thank you.
Doubt about SLA and state SLA
Hello! I have 2 doubts: 1) Is it possible to get blueprint state SLA in Analytics Zoho? If so, in what way? 2) In the first response SLA option, is it possible for him to stop counting the time according to the ticket transition? If yes, how should it
Zoho desk not receving forwarded email
Hello, I'm posting here because I'm facing a very annoying issue. All the mail that a forwarded to my zoho desk address are not appearing as tickets. - I can create manually a ticket - I Can send manually a mail to my zoho desk address and the ticket
Focus Group Webinar - Instant Messaging channel integrations for Zoho Desk
Hey everyone! This month, Zoho Desk released its all-new integrations with instant messaging channels. Instant Messaging channels are integral means of communication with customers that help deliver personalised customer experiences with real-time responses.
Projects Plugin cannot Create Task - Permission Denied
I'm trying to use the Projects plugin to create a task from a ticket. Upon doing so I receive the error. "Permission denied. Please contact your administrator." The plugin is authorised and setup sucessfully following the guide. guide. https://help.zoho.com/portal/en/kb/projects/integration/zoho-apps/articles/desk-integration#To_integrate_Zoho_Projects_with_Desk
Early access for instant messaging channel integrations
We're excited to announce four instant messaging ticketing channels—WhatsApp, Telegram, LINE and WeChat—for Zoho Desk. Integrating with these applications lets you receive and respond to real-time requests from customers through these popular platforms.
Link a ticket to a (SLA) contract
Hello ! I'm currently trying Zoho Desk to see if it could fits my company's needs and I'm looking to reproduce a scenario from my current ticket software. Here is what I would like to do : In my company, we are mostly selling maintenance contracts. These contracts have 3 major information : what product(s) are covered by the contract, how much time will we working on problems and when does the contract will expire. Here is an example : The company X buy a contract of 8 hours of maintenance for their
Desk Transition Custom Action
Hello! I have been trying to add a custom action to a transition in which (after transition) the user would be brought to the Time Entry tab of the current ticket. I have tried using a function to open a url to the appropriate page, but could not get
Turning off daily ticket updates in Slack
Is there a way to turn off these updates? every morning at 9am and every evening at 6pm we receive an update from our zoho slack integration. Ideally we would only like this to happen when a new ticket has been created, but we will settle for it just
Customizing Login Form ZohoDesk
Hi, Is it possible to edit the look of the login form in ZohoDesk? It is currently being loaded in as an iframe but I want to change some colors and I can't do it now. I also haven't found a way to do it in the settings
Emails not delivering to Microsoft/Outlook/Hotmail/Windows Mails
Hey there, We have issues with zoho delivering emails to anything related to microsoft. I see there are lots of similar questions in the Zoho Cares but you never directly reply. This includes the Zoho Desk that we use. Here is an example of a failed responce.
Work Modes Priority Mode
Hi, if I switch the view to the priority mode, the tickets are sorted in a way, newest tickets first in the columns. Is there a way to get the priority mode with oldest tickets first sorted? Regards, Leszek.
I'd love to edit KB/Suggested Articles from within a call!
Hi Zohodesk, Just a thought..... when I am in a call and choose a suggested article and want to paste its content into the call, if I see something I want to edit in that artilce it's a bit of a pain to locate this in the KB edit it, then search and add
Merging Fields in Zoho Desk Reports
Hi, I'm wondering if there is a way to combine fields in a Zoho Desk report. An example being we have a 'Classifications' field on our ticket with 10 drop down options. Is there a way to combine say 3 of these dropdowns together into one field in the
ZoHo Desk Dashboard on large screen
Is it possible to have a customised dashboard of Zoho Desk on a big screen? It is just for displaying tickets on the screen (refresh every 30 seconds or so). Without spending a full license.
my company I'd not working zoho
no any tickets are assigne on my id. and not showing my name at company portal .what's solution.
Go multilingual with Zoho Desk!
In the constantly evolving landscape of customer service, helping customers in their preferred language has become a necessity. Every customer has two critical expectations from a business: 1. Self-service experience: They expect to find answers instantly,
Zoho Desk Solutions tabbed content
I wonder if it would be possible to add functionality in the Zoho Desk solution to create tabbed content. The most common use case would be to document different instructions for a new UI vs an old UI. I realize those can be added in headers at this
Announcing early-access to Guided Conversations on Zoho Desk
Revolutionise your Customer Service with Zoho Desk's Guided Conversations Guided Conversations (GC) are part of a proactive, low code, self-service platform to engage customers with appropriate and intuitive responses in a systematic manner. Using Guided
Adding a "company name field" to the advanced web forms.
We are trying to implement you web form into our website, but we need the companies name to insure they are still on support for our product. In the web form tool you have provided we have renamed one of the fields "company" but we cant seem to find
Vertical Align in Zoho Desk Solutions
I wonder if I'm missing some useful UI element: Is an easy way to do an image vertical-align within a KB article? Currently, my workaround is to go into the HTML code, find the image style and add vertical-align:middle; This gets quite tedious when
Add a "Limit" option when creating rules
It would be nice to have a rule "limit" when building and testing rules, which can be removed after a rule is verified to be working properly. Use case: When building a rule that may be complex and could potentially not work as expected or inadvertently
Social Integration Not working
Hello, I would like to integrate our Facebook and Instagram but integration is not working it's freezing can't do anything.
a task shared with another department is not visible
share Activity with another department, in which he is not a member of the team, I lose the ability to display
Next Page