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
Hide ticket status after event
Hi, we have created the status "Waiting for customer registration", that sets the ticket on hold. If the registration process is completed the ticket switches to "Open - under analysis". The problem know is, that it can happen, that the customer himself
Important - Security information for Zoho Desk ASAP (Android)
Hello ASAP developer, Recently, we were made aware of a dependency confusion vulnerability when JitPack is used to resolve application dependencies. The applicability of the security risk depends on your application build configuration: 1. You include
How do you handle initial setup
Can anyone give me advice on how they setup their accounts if they use Google for their emails? We use some google group emails currently Parts@ Install@ Service@ Support@ Currently they go to multiple people and we reply all to ensure we don't duplicate
Unable to Add Light Agent to Team?
Hi ZohoDesk, I have been asked to add a Light Agent to some rules I have configured. These rules use Teams as the notification target. When I go to add the Light Agent to the list of people in that Team they don't appear in the list? It looks like I
Can I use a parameter to specify the Agent in views and beyond?
Hi ZohoDesk, In views, and potentially throughout other rules and workflows can I specify a parameter to specify the Agent like this example? many thanks Rich
Snippets in Zoho Desk Missing All Custom Fields on Tickets!
When you create a new snippet in Zoho Desk, you can select "Place holder" which opens up a menu where you can select placeholder from the ticket. However, this functionality is not usable for our organization because Zoho Desk restricts us to use a few
How to Improve the Customer Service with Zoho
Regardless of the size and scale of a business, there is always a requirement to reach out to the customers for standing out and gaining better reliability. One of the most organic ways of doing the same is either by email or phone. However, it is important
Unable to create new Multi-Branded Help Center
When attempting to create a new Help Center in a Multi-Branded configuration, I am given the error: "Uh-oh, you can't create help center for departments having more than one root category" (Shown below) However, the associated department does not have
Announcing the addition of Mobile SDKs for Guided Conversations (GC)
Following the addition of 'Cards' for Guided Conversations in Zoho Desk, we have now introduced easily configurable mobile SDKs to our self-service platform. Using this readily available SDK, you can integrate GC into your mobile application used by your
Zoho Desk > Account creation
Hey there, we've been experiencing some random problems when our clients want to create an account on desk. When we accept a user, they receive a link to set up their password but often times, they are blocked either with "enable cookies" (already enabled)
No redirect for old domain URL to new URL after switching portal name
Good Morning, We have two issues regarding the required portal name update and character limit. 1. In the following article it states that "Also, when anyone types in or clicks on links in the old URL, they'll be automatically redirected to the corresponding
Workflow for auto-tagging tickets based on the email address raising it
Couldn't see an option to auto-tag a ticket at all - is this possible? If so, please can someone share where I might find this option or how to go about it? TIA
Calculate response and resolution time from Ticket created time
Hi Guys, Do anyone willing to explain how this feature works for SLA? We found there is a bug when we enable this feature on SLA. Upon we enable this feature on our SLA, we updated the ticket status and the system changes the due date to the last year's
Date validation on custom date field
We have a field in our Time Entry layout that we use to track the actual date work was performed on a ticket in situations where the ticket record was updated after the actual work was done. We would like to have a check each time the Time Entry is created,
Can i hide certain categories from the users but not the Agents?
Hi ZohoDesk, I am currently adding some Categories>Sub Categories to our Ticket Layout so that Agents can categorise on a finer technical level. For example I'd like the customers to see a list of options that make sense to a front end user. Lets say
how to create customer portal in zoho desk ?
how to create customer portal in zoho desk ?
Product IDs for Multiple Products Returns Same Product_ID When Exporting
I have added a handful of Products in Zoho Desk, each with a unique name. For example, Product 1, Product 2, Product 3. When exporting to excel, each record is stored as the same Product_ID. My goal is to update old tickets to apply product name using
Are items removed from Categories retained in older calls?
Hi ZohoDesk, We have calls that will have older versions of software that aren't available or supported any more. What happens if I remove these Categories for these items from the ticket layouts, is the data kept in existing calls? Is this the same
Export kB Article to PDF?
Hello everyone, Previously, we used to have the feature to export a created kB article directly to a PDF file. For some reason, I am not seeing that option anymore after publishing a new kB article for my users. Was this feature taken away? Or was it
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