Agents module gets a new-look and multiple options to customize the layout and fields
Hello everyone, The Agents module in Desk is made more functional and user-friendly with our recent set of updates. We are now providing: More intuitive and engaging user interface Facility to customize the module by adding custom fields. Ability to validate
Unable to see emails from Gmail to Zoho
Hi! We have Support Email Address and From Address set up already but the emails are not linked or being forwarded to Zoho. What to do to have this fix?
Can status name be shared between departments?
We have 5 departments (each for a seperate brand) We notice we can only have the default status of Open/On hold etc... in one of the brands. Other brands we have to name them something like brand A open, brand B open etc... Is there way we are missing
553 Relaying disallowed
Hi, i have a problem whit only one email, every time i try to send an email to our email support on zoho that is the only address its rejected and show me this message. Help.
Google Chrome
Are you guys aware that this particular forum is not displaing at all in Google Chrome? I am on Version 104.0.5112.102 (Official Build) (64-bit) and I can't view this forum on it. Edge and Firefox is fine and even Vivaldi is fine. Thank you.
Automating Multiple Follow-Ups in Desk?
Curious to know what others are doing or what best practices are. We're using Desk for customer support. Most of our tickets are taken care of right away, but there are certain ones in which we follow up with the customer after- usually one week after
How do I find "My Requests" in Zoho Community?
The tab "My Area" isn't showing all the requests that I have submitted. How do I find "My Requests" (open and closed)?
Help Center customization for buttons not working
Hello, The ability to change colors/customize buttons through the Zoho Desk Help Center customization portal has not been working for us for a couple of weeks. Last week, I worked with support to try to resolve the issue on our end but they were unable
No more picture size adjustment?
It looks like when drafting a reply and inserting an inline picture, you're no longer allowed to modify the size of the picture once it is in place. Previously, you could click the picture to bring up a dialog bar at the bottom of the picture to change
Validate using Function like in Zoho CRM
Currently, in Zoho Desk, we can only validate field values using standard criteria. When will Zoho Desk give us the option to validate fields using a custom function like Zoho CRM does? Given that Zoho CRM already has this, I would think this would not
Apply Blueprint to Tasks
Is there any way to create and apply blueprints to Tasks in Zoho Desk? If not, can the Zoho Desk team comment on why that is the case?
Blueprint Integration Help
Hi There, We recently started using Zoho Desk, and we love it!! So I need some help regarding the issue we face, and just wondering how we can resolve this or at least minimize the issue! My agent will send an email to the customer and request documents
Increase the interval from 24hrs to xx hrs (ex 48, 72hrs) WhatsApp ticket automatic creation
Hello, We like the idea that a ticket is created automatic, but we do not like the interval that it is created, we would like to have the option to increase it from 48 or 72hrs instead. We now need to merge tickets all the time. Isak
How create ticket in Desk with JS?
Need to create ticket in desk.zoho from API with JavaScript Thanks
How to get the agent response to ticket
I get tickets details with Zoho Desk API, I cant get the "First agent response time for each ticket", How can i get this info ?
Manage whmcs tickets with zoho
Hello I hope you are well. I have a question about Zoho disk module can it handle WHMCS tickets Thanks .
Problem with scroll on tickets of a customer on resolution above 1920x1080
Hello, when I open a customer in full screen mode and click on "Tickets" there is no scrollbar. This means that I have no possibility to scroll through the tickets. Only when I reduce the window, the scrollbar appears. This happens in Chrome, FireFox
Zoho Desk Multi-Select Lookup
Hello, We are trying to sync our Zoho CRM with Zoho Desk and set up the contacts and accounts. However in the Zoho CRM we have used a multi-select lookup field for contacts with more than one account registered to them. So in Desk, there only seems to
Cant Reply, Reply All, and Forward
I have issue that i cant do these action: what should i do to solve this issue? Also, I have a question, when i look into Ticket by SLA report, i add column called Agent Responded Time, but this column always empty. is that any action required to make
Changing Teams names?
Our organization has gone through some changes, which resulted in the change of our Teams names. I need to update our Zohodesk accordingly. Is it as simple as editing the Team name and changing it? What happens to all the previous tickets under the old
Salesforce Custom Objects sync with Zoho Desk (besides Accounts and Contacts)
Is there capability for Zoho Desk to Sync with Custom Salesforce Objects? From the documentation I saw it could only sync with Contact and Accounts
The 'feedback' form requires a ZOID to be submitted. Is an API call really the only way to get it?
I'm trying to submit feedback. The feedback form requires a ZOID to be submitted. Is an API call really the only way to get it?
Layout Rules in Zoho Desk
I'm trying to create layout rules to show certain fields based on the status field. All of the fields are shown in the layout at the beginning, however so the show field action does not nothing. How do I hide fields to start out and then show them
Translations
Why is the translation of Zoho to Dutch far from complete and inaccurate? Half of the templates are still in English and the translation of words are terrible.
Billing capabilities of Zoho Desk and time tracking
Hi there, Can I set multiple different billing criteria that is also customer related? For example, I can charge customer X more as they are based in a developed country instead of customer Y that is located in a less privileged country. I would like
Zoho Desk x Cliq
Hi, I am trying to set up a workflow automation in which an alert with certain field information be sent if a specific field value criteria is met.. This is possible via email alert, but for some weird reason, it is not readily available for Cliq even
Connecting a ticket to an account in CRM without changing the contact
I want to connect Desk tickets to accounts in CRM where the contact person on the ticket is not apart of that account in CRM. Right now the tickets with the same email address as in CRM are connected. Our customers sometimes hire agency's to implement
Menu & Search bar description change
Hi Zoho, Is there any way to change the text content on the below red square highlighted below? For example I would like to change "Home" to "Helpdesk", "Knowledge Base" to "FAQ" and "Search our knowledge base or submit a ticket." to "Search our frequently
Deleting "Unused Fields" from layout doesn't allow us to create new fields of the same type
Right now I'm adding fields to some of our layouts. At first, some field types were used up to their limits, so I've started finding and deleting some unused fields from the past. The total available field number in the "Custom Fields Left" list title
Zoho Desk Private Thread
Hi, we are using the private thread function by forwarding emails for internal purposes. But, we are not getting a reply if we are CC'ed in the email instead. For example, I received an email ticket from a customer. I forwarded the email to Department
Zoho Desk x Alcatel Rainbow Enterprise Integration
Hi, Good day! As the title says, is there any integration available for ZDesk and Alcatel Rainbow?
Last comment before week
Hi, I'm trying to build a View or a Report where i can make a list of all tickets which haven't had an update in the comments for over a week. When i try to make a Report i can fill in the Criteria but i choose "is before" i can only choose from "Current
Emailing directly to a call using title or ticket URL?
Hi ZohoDesk, I know there is ZohoFlow, and many custom ways of achieving this I suspect but we are going for a quick win approach! We use Devops for bug tracking and want to add our support address as the follower to some of the items that have been triggered
Can you change the layout by sharing a ticket to another department?
Hi, There are 4 different departments that will be onboarded, each with their own ticket layout. However, all the tickets come into the main department, and they will then assign tickets to the relevant departments. When they assign the ticket to the
Zoho Desk x Exotel Intergration
Hi, we are trying to integrate Exotel into Zoho Desk, and we have followed all actions required from Exotel side, including PBX mapping and setting up the flow. Now, in Zoho Desk, the click to call icon shows in a ticket, but when I click it, nothing
ZOHO Desk Ticket Notes
Hello, Is there a way to add or view agent only notes on zoho desk tickets. Our agents do a lot of internal communication on tickets and we would like an easy way to either filter for only internal comments, or have our own tab where we can see what our
Autofill Email not Accurate
Hello, I have uploaded all my contacts to Zoho Desk. When I go to reply to a ticket i will often use the autofill feature. The issue is it is not taking what i am typing but rather showing autofill options for my recent contacts. for example if i type
Knowledge Base - Display categories instead of all articles below in the overview
Hello, the desk helpcenter knowledge base is displayed as follows, after I click on a category: As you can see all sections are displayed. I don't think that really makes much sense. I would much rather see all subsections and not articles which are somewhere
Knowledge Base - difference between article view "List view" and "Quick navigation"
Hello, I would like to know what exactly is the difference between these two setting options. I have tried both settings and have not noticed a marked difference in the portal. Can anyone enlighten me on this? Thanks in advance! Regards, Sven
Validation rule for ticket owner and team
Hello, for us, tickets in certain statuses are only valid if the ticket has an assigned user AND a team. So my question is, how can I make sure that there are no tickets with status type open that do not have an assigned agent OR an assigned team? I was
Next Page