Knowledge base permissions for agents
Hello, I haven't quite figured out what the agent access for the Desk Helpcenter portal is for. Agents can log in to Desk as usual and view, use, etc. everything in the familiar environment. Why should they use the portal? I just don't understand it.
Knowledge Base Permissions (Explanation / Best Practices)
Hello, I can set view permissions at the category level. Why do the rights inherit when I set public. If I set none, I can decide for the articles or for the sections how I want to have the rights there. I haven't quite understood the permissions concept
Ticket channel icon
Hi Zoho Desk Support, For the ticket channel icon, is there a way to customize them?
zoho desk
how Customers can view Tickets of same user in zoho desk ?
Change mail signature for all agents
Hi, how can I change the mail signature of all agents in our Zoho Desk instance. Is there central point to manage them or by using the API. Thanks in advance and BR
Change "Add Ticket" button text in help center Classic theme
Hello, Is it possible to change the text of the "Add Ticket" button in help center Classic? I would like to change the text to read "New Request". Thanks, Jamie
Error: SSL Invalid
I mapped my domains (.jp) on July 16. I have been waiting for 10 days but the domain status is still: SSL Invalid. I contacted Zoho Desk but no one answered me yet. I have used other CRMs. I can set it up by myself smoothly without any error. I'm a
Cookies lost or Forgotten Sessions
There seems to be some issue in Zoho Discussions/Zoho Forums implementation. Across browser sessions with persistent cookies every other Zoho product remembers the user sessions but Zoho Discussions and/or Zoho Forums seems to be forgetting the user and/or
How to move tickets between departments without changing the status?
Hello, I would like to know how I can manage to move several tickets at once to another department. Unfortunately, I cannot use the corresponding function intigrated in Desk, since the status is always reset, i.e. always set to "Open". The background
How to hide department from Help Center
We have 2 departments on Desk. We want to allow users to view the tickets they've submitted within the Help Center, but only for one of these departments. How do we accomplish this?
Hide fields in Help Center in depending on the layout
Hello, I know that it is possible to configure the field permission for the Help Center. But this is global... We need to konfigure this depending on the layout or at least depending on the department. The agent should see field A all the time but, a
How to know if a client open a e-mail send by Desk?
Hi, I wanna know if there some way to see if a client open the e-mail send by Desk, when i create a ticket or send a reply for him.
Creating workflows based on the file name of attached files
Hello, we have a dedicated team taking care of tickets, wich have a specific file-type attached. I want to create a workflow to give those tickets to this dedicated team. Unfortunaly, I cant find a ruleset to create this kind of workflow. How do I implement
KB -Broken Images
Hi Support Team, Requesting your assistance regarding on the issue that I recently encounter. When I try to compose an article I'd notice that the images I uploaded is broken. I tried using the URL - as you can see the wings. -it's working.
Can't access our zoho desk portal
Dear Sir, Today, I can't access our zoho desk portal https://service.c4ecomputer.com/support/c4eho/ShowHomePage.do I accidentally deleted CName Record in Domain DNS record. So, now I need for mapping portal address to CName Record. Please support me our
Guide domain mapping in zoho support
Hi, I have a hard time setting up the domain mapping in zoho support. I have configured a CNAME in the DNS zone and I have configured domain in zoho support configuration: https://www.zoho.com/support/help/domain-mapping.html Error message: "Make sure
Show specific and hide fields based upon selecting Dropdown Field
Hello Zoho Support, Is it possible to do this show and hide fields based upon a dropdown field on the ticket form? https://help.myeg.com.my/portal/en/newticket Kindly refer to the gif image below for your information, the example below form is not a
Unit price is still visible
Hi, my problem is, that I have changed the Unit price in the products to "Don't show" and in the Ticket the Unit price is still visible. I don't know what I do wrong or what setting I have missed. Please give me a hint. Thanks in advance. BR
Get Profile Picture from SAML Attribute
Is there a way to get the profile pucture for an agent or customer from our AD or MS Office and map them to an attribute in Zoho Desk? We want to automate the profile pictures from our employees just as we did with the lastname, firstname and e-mail.
Reply Action
When hitting reply or reply all in a ticket, the left side info bar automatically changes to Suggested Articles. We need that to stay on Ticket Properties. Having to click back to Ticket Properties every time is frustrating for our Agents. I searched
Change help center link
Hello, Is there any way to change ticket link in the help center to https://help.myeg.com.my/portal/en/newticket instead of https://help.myeg.com.my/portal/en/myarea? Kindly refer to the screenshot below: and is there any way we can change the description
Brand logo doesn't show on Community posts
As you can see in the screenshot below, the brand logo for the community articles is not shown, instead an ugly anonymous avatar is shown. It seems to show after a user has logged in and clears the browser cache, but most of the users aren't logged in
Is there a way to alter / add Ticket Charge Types
Is there a way to alter / add Ticket Charge Types in ZoHo Desk, Professional Edition? For now it seems the entries there are given, are standard Types out of the suit. Thanks for the response.
Ticket comment with custom function
Hi, how can I add a formatted comment to a ticket by using a custom function? In the arguments of the custom function I can't find anything related to the comments in the ticket. Any suggestions? Thanks and BR
Can we change the text displayed under help desk modules?
Hello everyone! I'm not sure if it is possible but can users customize the text shown in the image below? This information is visible on my zoho help desk. I don't know how to edit the information under each module name. Is it possible?
Social Brand Cannot Delete
Hello, Social Brand cannot delete from our account. Can you please check this?
After "no SPAM" no workflow applied
Hello, If a ticket ends up in the SPAM folder and is subsequently marked as "no SPAM", no workflow is applied. Here I actually expect the normal workflows for new tickets to be applied when a ticket is marked as "no SPAM" and thus moved to the normal
Zoho Rich Editor (ZohoDeskEditor) does not work on FireFox browser!!!
For all the apps on Zoho, I noticed I could not type in the Zoho Rich Text Editor, first on the mail web app and then I noticed Zoho Desk Editor does not work on Firefox for ALL Zoho products. This is an alarming issue, given how major a browser Firefox
Having problem creating ticket
Hello, I have a problem creating a ticket what I did is I created a template but then from sending using that template I cannot type anything from Contact Name, Account Name, and Email. But before this is working is this because of the private label?
Private vs public thread
Hi team! When we are working on a ticket, we use private threads to comunicate with other agents from the departament and also public threads in order to comunicate with our clients. We have been recognizing that when we switch from public to private
Viber Chatbot for Zoho Desk
This plugin enables SMS and MMS communication between agents and end-users. End users can ask for help via Viber chatbot it will create as a Ticket in Zoho Desk and support engineers can reply with a solution from Zoho Desk, it will be created as a chatbot
Domain Mapping not Working using cloudflare
Hello, I have a problem with domain mapping using Cloudflare. I have set the records correctly from Cloudflare and I have an error message that says "Make sure you've mapped the CNAME entry and linked it to desk.cs.zohohost.com on your domain hosting
Bulk transfer not showing
Hello, I could not see the bulk transfer to a department to our account. Can you please help me with this? https://prnt.sc/ciyhIV5PsxkD Thank You
Help Center APP
Hi team! I was wondering if it is avalaiable a phone app for our end users in order to create their tickets???? Thanks!
Slack integration commands fail with error "operation_timeout"
I've tried a number of commands (/pendingtickets, /overdue, /zohodeskstats) via slack and they all fail with "operation_timeout". Is this feature temporarily down? Depreciated? Not set up correctly in my case?
Ticket closed - Lock ticket status update
Hi Zoho Desk Team, Is there a way to lock the ticket status field when ticket is closed? Thank you.
Hide other departments when submitting a new ticket via customer portal
Greetings, I hope find all doing well and safe! I have 5 departments. The customer user (end-user) that belongs to department 1 can't see others department, the end user that belongs to department 2 can't see other departments an so on. I have made all
For changing font
Hello, This is regarding for implement of font.
Change the behavior of the accordion in the Help Center
Hi Zoho Community, in the Help Center there is on the right side a accordion tree. Is it possible to change the behavior of the accordion like there is all expanded or I can select which I want to collapse? Thanks in advance. BR
Counts not show in All Views but present in Starred Views
Hi ZohoDesk, It would be great if the counts shown in Starred Views showed in All Views please? Regards Rich
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