Zoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
Incoherent values in views
Hello, I noticed that in my views in Zoho there are incoherent values appearing in several of them, can you tell if this is some kind of temporary error?
Change subject after reply (two ticket systems)
Good day, we have the problem that we have partly on the other side also a ticket system (so no single person) and this of course also needs a ticket number in the subject. So we have the following workflow: 1. we open a ticket 2. email goes to the other
Ticket not savable when field is hidden
Hi, if a ticket is solved we must enter a resolution. I know that the resolution field is treated different than the other text fields, therefore it is difficult to check/validate if a resolution is added. Our current workflow is the following. We have
Zoho Helpcenter - SAML Auth - Map Display Name and Username
Hello, i connected the Helpcenter Authentification with SAML and it works so far. But we want to map The Username and Display Name fields with SAML Attributes so that the Username/Displayname should be retrieve from our IDP when the User is created. But we can't find any documentation about that. Actually the Display Name and Username are automaticaly generated from the Email Address. Thanks in advance.
Controlling the order of events in a blueprint
I have a blueprint that send an email (from a template in zoho desk) to the user. The template uses the value from a custom field that is set during save via a workflow rule, also in the blueprint (both are in the "After" section of the transition)
How to handle big attachments in Zoho Desk
Hi, in our daily business it can be, that we have to deal with files bigger than 20 MB. Is there a easy way to implement Zoho Workdrive or OneDrive in Zoho Desk and give the end customer without big effort the possibility to upload their files. E.g. if
How to set the Font, size and color default while replying to the tickets?
I prefer to set Font- Verdana, Size-10, Color- Black in all of my replies. However every time when I reply to a ticket, all the three aspects are changed to something else and I have to manually set the Font, color and size before sending replies. Why
RingCentral SMS Integration for Zoho Desk
RingCentral SMS Integration for Zoho Desk Extension Link: https://marketplace.zoho.com/app/desk/ringcentralsms-integration-for-zoho-desk Enable SMS communication between support agents and end-users using the RingCentralSMS Integration
Is there a way to set the font size
Is there a way to set the default font size to a larger size for outgoing email?
Different icons for Availability status
Hello. This is more of small little fun idea. Currently there is only a green circle for an availability status. I was wondering if it would be possible to be able to change this icon for some other emoji, just to spice this up a bit? I can see that Google
Different profile of a user per department
Hi Zoho Desk Team! Is it possible to have a user, for example. He is assigned to two departments, is it possible to set his profile in department 1 as AGENT, while in department 2 he is a SUPPORT ADMINISTRATOR?
Desk different languages
Hi, We have set up Desk for our customers in our native language but 1 customer asked us to enable English translations in our tickets and self-service forms. How can we do that the best way? I could not find any easy translation in Desk, my idea was
Zoho Desk - Email Security / Encryption
Our department of technology is concerned that Zoho Desk email messages (sent from Zoho to our Google Gmail corporate install) are not encrypted in transit. I've searched (and searched) the Zoho community, website and knowledge base and while I see an article or two on encryption at rest, and Zoho eMail encryption - I'm unable to find anything - definitively stating that email messages sent from Zoho Desk to recipients (received in their 3rd party email accounts - i.e., Google Gmail) are encrypted
Re-assign a ticket to the last responding agent automatically
Hi Zoho Team, How can I re-assign a ticket to the last responding agent automatically? Thank you, Regards, Alvin
[TYIA] Zoho Desk using Deluge
Hope all is well. I would like to learn systematically to develop Zoho Desk using Deluge, is there any training/websites that would be helpful? Any trivial information would be helpful and appreciated. Thank you in advance.
Feature request. Help center - add articles to sub-section when it has sub-sections
I have a suggestion. Currently we can create the following articles structure: Section - Sub-section 1 - Sub-section 1.1 -- article 1 -- article 2 - Sub-section 1.2 -- article 3 -- article 4 But if section has sub-sections, we can't
Zoho Desk Auto Contact Owner
Hi Zoho Team, When a new requestor singed up in help center, the contact owner is auto assigned to the primary contact of my zoho desk, correct me if im wrong. So my question is, how do I change the auto assigned contact owner of every new contacts?
Embedding Zoho Creator Content in Zoho Desk
I created a form in zoho Creator. Why can't I embed it as a piece of content in the customer portal in zoho Desk? It appears as if all iframe tags are removed in the Portal Customization area.
Create a Scheduled Task
Is there a way in Zoho Desk to allow a ticket to be closed and re-open at a set time. Use Case: We have a client being onboarded and they an event that needs to be circled back to in 30 days. Can I create a notification for my team that allows the ticket
Pinned Comment in tickets
Hello, it would be nice to have a function to pin comments inside a ticket, so they stay at the top all the time. best regards
Block a client
How to i block a client when he/her subcription finishes?
Abysmally slow today!!
All of my Zoho apps are loading very slowly if even at all today! I am assuming you are aware of issues?
Zoho Desk and Bugtracker
So I have just recently implemented the integration between Desk and Bug-Tracker. I am testing the two products together for a support team. What I was wondering was if there was any way for the resolution of a bug automatically update the ticket in the
Show Tickets based on Team but assigned to individual agents
Hi, we have the following scenario: Ticket is created and via direct assignment assigned to a team one of the team members assigns this ticket either to himself, to an agent of the same or another team the assignment of the team disappears an only the direct assignment to an agent is shown we would like to check how many tickets are assigned to agents of certain teams Example: Ticket 1 assigned to Agent A of Team Z Ticket 2 assigned to Agent B of Team Z Ticket 3 assigned to Agent C of Team Y We would
Knowledge Base blueprints for drafting, proofreading, checking and approving articles
We have some workflows in place to release technical documentation which require a process management structure where we : first announce the requirement for a specific article topic (the announcement/request phase) then analyze the content requirements
Emails From Gmail Not Delivering
Not sure if you've been through the same - emails from any domain other than gmail.com forward properly to Zoho Desk and appear as tickets. Any idea why? Thanks
Search by Ticket number in WhatsApp
Hi, I am currently using the WhatsApp business API beta on the Zoho desk. Is there any possibility to add an option to search chat by its ticket number in the WhatsApp module? Now we have the option to search chats based on the text, contact, and agents.
What is Live Chat meant to do?
What is this Live Chat button meant to do ? Because mine does absolutely nothing...! I thought it was meant to be to get support from Zoho Desk - it's getting frustrating having to create so many forum posts every day just to ask 15 million questions
Zoho Desk automate sending tickets externally
Hi, The business I work for plan on moving to Zoho Desk for it's ticketing shortly. However one of the departments has risen a concern that they send most of their tickets externally to be resolved (to retailers). They currently use Service Management
Assigning Tickets in Zoho desk
Hi Team, I am trying to assign a ticket to another person from another department. Although, the ticket has been assigned to his/her queue they are not able to see the ticket in their list. When I searched by providing the ticket# in their department
Code Highlighting
Hello, We are looking at add Code Highlighting on some pages of our KB that have code in the articles. Is this a functionality that exists already? Would someone be able to guide me to some documentation on this? Thanks!
If an Agent is offline can I raise a notification to the team on a customer response?
Hi ZohoDesk, If an Agent is offline, on holiday for example, is there a way of notifying a person or team when a customer responds to one of the tickets where an Agent is unavailable please? Thank you! Rich
How to pass Report Criteria/advanced filter in URL for Zoho Desk reports?
We have a report that we want to add an advanced filter to that gets dynamically set via a URL, so that our agents don't have to go and manually fill it out each time they run a report. I know this is possible in Zoho Analytics. I can't figure out how
Guided Conversations - Early Access update [February 2022]
Hello users! Have you tried out our newly introduced Guided Conversations platform available on early access yet? If not, no worries—we got you covered! You can still request access using this form, and we'll onboard you to our early access program. Since
Not able to figure out from where I can get, redirect URL
I am trying to setup, zoho federated signin with Azure AD, I am following below documentation https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/enabling-federated-login-for-help-center Link this documentation
On screen pop-up for agents?
Is there any way to have Desk provide an on screen popup if an account matches a set requirement?
Can't follow forums in Zoho Community
I don't know where to add this but I am unable to follow any community forums. Take this Desk one for example. It shows 169 followers, I click follow and it says success and goes up to 170 followers but it does not save and as soon as I refresh or navigate
Update contact numbers from ticket
Would it be possible to update the Contact phone information from the fields in a ticket, ONLY if the contact numbers are empty? The scenario is that on the ticket, I have the phone number set as mandatory. It happens that agents are filling in the phone
Daylight Savings Time change
We have the following Business Hours set for our company. When Daylight savings time ends on the East Coast in the USA, what must we change? Will the system automatically pick up the time change? For the East Coast of the USA on Sunday Nov 4th, our clocks fall back by 1 hour. So 2:00 AM becomes 1:00 AM.
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