Support more broad standard filters on reporting
When creating reports, you are forced to use a time-based standard filter, however it does not include all time and now it appears you're forced to 1 year. This is even the case when creating reports that are not dependent upon time, such as all contacts
Present a way to permanently place the extension buttons to the top band
I've just discovered a bunch of new extensions released by Zoho and installed them all together. There is already enough button space on the top band but these extensions are being hidden by default by the system. The selected extension is being replaced with the last module on the top band when you use one of them. Please introduce a setting to permanently place the extensions into the "top band" which have the "top band" extension location feature. Also include them in the "Organize Modules" setting
Can't save ticket layout in desk
Hello I have a problem when adding a property in a field in my existing ticket layout. After i have added the property i press save and it gives me the error message: " A layout with the specified name already exists. Please enter a different name." Which
Poplulating Mobile field in ticket form
Hi, Would it be possible to have the Mobile field populating in the new ticket form?
What are 'Attachments' for in a Zoho Desk ticket?
* When a new ticket with attachments is created, the attachments stay in the email thread. * If we add documents to the 'Attachment' section of the ticket, They do not show available when trying to attach to an email. 1. What would I use 'Attachment'
KB: Image description in articles are de-associated from image
When we add images into article of the knowledge base, we add description to them, which are displayed as a legend below the image. Image with legend after its creation: But when we edit again the article, the description is no longer associated to the
Light agent cannot see all tickets from department
Hello, I created a light agent for a department but he cannot see all the tickets inside that department, am I missing something? Please see the images below, showing what I as admin view when I select the department (90 tickets) and what he sees when
Is there a way to populate the Subject Line of a ticket with fields?
I want to keep the Ticket ID where it is but, I would like to have the Subject line automatically populate info like: "#1234 Classification - Category - Sub Category - Any Custom Field (or) account/Potential Name" Right now the subject line comes in
Ability to send a note/ tag agents in a comment from different department when sending a ticket
Hi there, Our agents move tickets between departments regularly and we're wondering if there is a way of sending a 'note' or message to the other department when moving the ticket. Is it possible to tag an agent from another department in a comment also
I don't have the option to enable the "Auto-invite Permission" in my Help Center settings.
I want my customers with their first tickets to be auto-invited via email to register for access to the Help Center. This Zoho article describes how to do so: But for me the option is missing (see attached). What do I do?
Zoho Desk ticket backlog calculation
hey, we're trying to understand how the average ticket backlog calculation is created in the analytics part of zoho desk. can anyone shed any light - we've tried based on overduie/out of SLA/untouched, etc without a good answer to see how to actively
Telegram Integration
We have been using an integration with Twillio so all of our client text messages come into Desk and have been very happy. We were looking at using the new whatsapp integration but, with the new privacy issues we will no longer be using whatsapp and
Introducing Custom Actions Gallery for Zoho Desk
Hello Everyone, We are delighted to introduce a new feature: Custom Actions Gallery for Zoho Desk. In addition to the actions that you can automate with a workflow rule, we provide some more actions to automate. For example, when you receive multiple
New ticket layout without "non-removable standard fields"
Hello. I want to create a layout for tickets without the fields that are set by default as non-removable. How can I achieve this? If the system can't work without those fields, can't those be set in the backend with a standard value and let me delete them from frontend? It's frustrating to be forced to work with fields that are not necessary.
Zoho Desk. Custom field max multiline length Issue.
Hello. I have an issue with a Zoho Desk Custom field. I created a custom multiline field. I tried to insert some text more than 5000 characters, and i got this error. Insufficient Privileges to perform this operation. Contact your Administrator. I tried
Is it possible to change the task layout to ticket layout
So we have multiple Ticket layouts, is it possible to assign a certain Task/Activity layout to a certain Ticket Layout?
Is there a way to create a Desk report/view to list closed tickets which did get a response after their closure?
Date posted : 19 August 2022 We can also use Zoho Analytics if it's not possible directly from Desk's reporting module.
User Cannot View Ticket from Help Center
Firstly, I want hide the 'department' from the Help Center. I have try this by unchecking the "Display in Help Center" of all departments. The ticket created by the user then will go to the default department. Now the user can still view the ticket from
Custom View for Closed Tickets that were Last Replied by Customer
We are trying to create a simple view that identifies all closed tickets where the last response on the ticket (email reply or public comment) is by the customer. I can't find a Filter Criteria that tracks if customer was last to reply to a ticket (as
Can I make just a Sub Category in the Knowledgebase available to a given group?
Hi All, I have a KB set up, one of the main sections has lots of sections for each of our products. We want all of these sections to be available to our partners that log in. Anyone that is a customer of a given product we want to be able to add them
Attachments Not Available While Replying
A very common use case for our support is to get pictures from a customer detailing their issue. They send these pictures to us as attachments in their email. When we go to reply, we often need to reference back to those images. Unfortunately, in the
"Ticket Insights" extension started to require an authorization since the last update but the authorization window is not being created
The "Authorization Pending" message is also peculiar. It's saying "Authorize your account for {0} service to activate this extension.". There is definitely something wrong with the latest update of this extension.
Set Value to Hidden Field In Ticket Template in Help Center?
Hello! I want to track whether or not a ticket template was used in the creation of a ticket via the Help Center. I added a Checkbox field called "Template Used" to my ticket layout and set the visibility to "Hide from Help Center". In my ticket template,
Mimicking the built in email template design/layout
Hello, I am creating new email templates, but I would like to mimic the look of the built in ones that use a gray background and then a white inner box that the text is on (screenshot below). It looks like it is using two tables, one inside another, but
Zoho Desk Portal - Hide Tickets
Hi, In the process of setting up and the planned commissioning of the customer portal, we are faced with the following problems and challenges. How can a ticket be protected from access by the customer via the portal? In general, the client should see
Copying one field to another?
Hey all, I'm just on a trial with Zoho Desk and want to copy the data from a custom field I created called "Scheduled Date" into a standard Zoho field called 'Due Date'. Does anybody know if this is possible?
Direct Assignment Rules not assigning correctly to designated persons
I have set up direct assignment rules for account name, written exactly as per the CRM data. But tickets are not assigned, newly incoming tickets from registered accounts remain "Un-Assigned".
Consideration of the OnHold-Time for the calculation of the Average Resolution Time?
Hello all, under Contacts I have the option to view the "Average Resolution Time" of Contacts and Accounts. I would like to know if the hold time is taken into account? Example process: - Ticket A is created 08:00 AM - Ticket A receives status of type
I want to automatically link tickets sent by deluge's sendmail function to customers registered in Desk.
Hello! I am trying to send an email using deluge's sendmail function. I want to automatically link a customer registered in Desk with a ticket sent using the sendmail function. I'm struggling because it seems to be difficult to use the customer's address
Change "reply to" email address
I'm trying to find a way to change my "reply to" email address. By reply to, I mean, after a user submits a ticket i'd like my replies to come from a particular email address. Could someone point me in the right direction to se this up?
Introducing My Area Ticket Filters in Help Center
Hello all, With our constant efforts we are enhancing our help center feature in a timely manner for a better customer experience. We are excited to announce that the option to filter tickets in the My Area section of the help center is officially up
Change creator of a Department
Hi, we are facing an issue, that our nearly finished configured department was created by a user, which does not exist anymore. Therefore we want to change the creator of the Department. The problem is, that if a notification is sent from this department,
Send an email to our internal support email address anytime a ticket is created
I'm sure this is simple and I am just missing it in the KB, but We want to set it so anytime a ticket is created it sends an email to our own support email address as a notification. I can't seem to find the setting that will allow this.
Creating a report to group tickets by days open
Hi there, I'm wondering if there is a way to create a report to show tickets open by a certain amount of days i.e having visibility of tickets open for 20 days, 25 days, 30 days etc. I know you can add ticket age to the report but it displays in hours
Automation / Supervise / Time-based Rule - not sending?
My time-based rule is not sending emails as designed, please advise on what I have missed: Name: 36hr reminder Business hours: Calendar Criteria: Status / is / Awaiting Customer Hours since agent responded / is Greater Than / 36 Actions:
How to automatically approve community posts?
When a user makes a post in the community the system always asks for an approval from us first. Is it possible to disable this setting and let any registered user post freely? I can't find this option in the settings.
Is there any way to make the ticket or task sidebar wider?
Is there any way to make the ticket or task sidebar wider? with the new UI, it seems that Zoho Desk has introduced Full Width/Adaptive/Focused Layout but none of these make the sidebar any wider. This is a problem for us. We have so much white space in
Auto close missed phone calls outside of telephone service hours
Hey there, we only have 3 hours of telephone service on 4 days a week. I try to create a workflow or rule which auto closes tickets from calls which where outside of telephone service hours. For example i would like to auto close missed phone call tickets
Read receipts via zoho desk
Is there an easy way to set up or enable open receipts tracking for emails sent via zoho desk? We would like to be able to determine if a customer has opened the email we sent via zoho desk.
SLA Activation problem
Can you help us in our problem? We currently have 2 SLAs. 1. New to In-progress 2. In-progress to Closed were currently having problems with in-progress to closed. We chose Status field update on "When do you want to execute the SLA". but every time status
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