Making Attachment mandatory when sending a ticket
Hi guys! Is it possible to set the Attachment as mandatory when creating a new ticket? Or even making it mandatory conditionally would be the ideal, as in "If this field is "xxxx", then an attachment is mandatory". I found this for all other fields and it works great, but I couldn't find the option for the attachment. Thanks!
Ticket reassignment to original ticket owner
Hi Zoho team! Is there a way to reassign the ticket to the original ticket owner? Like when ticket is newly created the ticket owner is Agent1, when i created a workflow to assign the ticket to agent2 when status is In Progress But in For Closure status
Emails that have multiple contacts in cc
Hi there, I am thinking about using desk to manage all emails that are sent to our project management team. Often there are multiple people included in the emails, more people from the customer and more project managers from our side. When this happens
Get all tickets with zoho desk API
- How can i get tickets based on grater then specific date (e.g url/api/v1/tickets?where created time > 20/07/2021) ? - How can i get the 'Agent response time' with API call ? - Can i get tickets based on offset ? Thank you.
Ticket Auto-close by requestor reply (email)
Hi Zoho Desk Team, Is there a way to close a ticket via keyword when requestor replies something like "close ticket" Apparently the only option available in the workflow criteria is the "Recent comment" Assuming that the only option is through custom
Webform ticket
Hi Zoho Desk Team, May I have a detailed information about this line? And what does this mean? This ticket is from the webform Thank you.
Add contact to CRM without two-way sync DESK
Hi, For our company we cannot use the two-way sync DESK <-> CRM, because it will fill our CRM database with loads of unusable leads/accounts. Therefore we have set the sync to one-way. Though, in some cases we WOULD like a new contact to be added (to
Customize a task that is auto created from a blueprint transition?
I have a blueprint where one of the transitions creates a new task attached to that ticket. I would like to be able to customize that task with input from the agent during the transition. Is it possible for the agent to enter info that is added to the
How Do you Post in the "Announcements" Category
Our Zoho Desk has an Announcements category, but I cannot find anywhere inside Zoho desk or in the Community section to post in the Announcements section. Is this because we are using "Remote Authentication" to login our users, so when I login to the
Help Center re-invitations cause the contact record details to become emptied and contact name to be changed
I was correcting a message draft and I had to re-invite the contact to our Help Center because the response was referring to a service instruction which was published in the Help Center. After the re-invitation the contact name has turned into "Anonymous 4" (This issue did occur 3 more times in the past) and all of its details has been deleted. Also the drafted message has turned back into its original content. I did work on this draft at least for about 10 minutes. (I had saved the modifications
Button link in html template zoho desk
Hello, I would like to add a link to button in zoho desk template mail but not working, and there's one type of button work <input type="button" class="button" value="View ticket " /> how can i add link in this code ( href not working in zoho desk
Help center close button
Hi Ash and team, I want to give my requestors the ability to close their tickets. As default close ticket button is shown when a ticket does not have associated blueprint. But i want to show it even if the tickets are in a blueprint. Is there a way to
Integration of ASAP Web Addon in Angualr
Hi There, Any document to Integrate ASAP Web Addon in Angular frame work 10 possible?
Helpcenter front not reacheble for about 30min.
Our Helpcenters https://helpcenter.bimcollab.com/portal/en/kb (multilanguage) and https://helpcenter.kubusinfo.nl/portal/nl/home weren't reachable from around 13.45 to 14.15 CET this day. We found also another company with the same issue. Problem is
SLA Dashboard - Violations by SLA did not match
Per checking on the SLA Dashboard - Violations by SLA, counts did not match on the number of tickets that we have. Please see images below for your reference. SLA Dashboard - Violations by SLA Total number of incident request: 19 Total number of incident
Report of missed calls during ivr or after ivr
where can i tell the difference between missed calls during ivr or after ivr ?
Support for Unifi Talk
Hi I just wanted to see if there is any support for connecting Zoho Desk with Unifi Talk I know that Unifi talk uses Twilio not sure if that makes a difference. Thanks
workflow module for IM
I can't find the module for IM, so I can't create a workflow for IM
Can't create a Desk Report for more than 31 day time period
There doesn't appear to be any way to create or view a report in Zoho Desk reports area where the view is more than 31 days. When you try, it gives an error saying the time range cannot be more than 31 days. That seems crazy to me. What if I want to see
See how many API credits left
I need to know who many API calls i left, In zoho crm i can see the amount of API credits that left, can i see this info in zoho desk? And if not, how many credits 'cost' to fetch an 100 ticket ? I want to be able to fetch all the tickets on a daily
Zoho Desk: Incoming Chat Automatically Going to Missed Chats
Hi all! We're having an issue in Zoho Desk where we're seeing chats going to "Missed Chats" despite our team being active. We've already set our team members to not show as idle. Additionally, some of our team have lost access to the chat in Zoho Desk
From Address: Edit default email
Hi Zoho Desk Team, Is it possible to edit the default "From Address"? We want to change it to: support@amti.zohodesk.com Or can we request for you to change it?
SLA Response time to NBD (Next Business Day)
Hi Zoho Desk Team, Is it possible to set the SLA response time to next business day? Ex. Ticket was received today but the response time is for NBD (Next Business Day) Within 8AM - 5PM the agent must respond to the requestor, and if the agent did not
Zoho Desk | Autonumber Field
Hi Zoho Desk Team! Hope all is well with you. I would like to ask is there any workaround to create an custom autonumber field in Zoho Desk? Say I want to have this format: ABC-YYYY-5Digits(incremental). Please let me know. Best regards, Lizz
Over 200+ extensions available for Zoho Desk on Zoho Marketplace
Dear Zoho Desk users, We're stoked to announce the addition of 200+ extensions for Zoho Desk on Zoho Marketplace. You can now transform your customer experience with over 200 powerful plug and play extensions to suit your unique business requirements.
Add Picture/Link etc. to a resolution message
Hello there, Does the possibility exist to add a picture (jpeg or similar) to the resolution message? We use this function to inform the customer of what our agents did and as such, a screenshot or similar is often required to be informative and appear
Advance web form captcha not working on wordpress
Hello, So I created an advance form for my wordpress site and went ahead and pasted the embeed code onto my page. Everything looked fine expect the captcha image, it was a broken image link. I decided to test the code on my desktop and the captcha was generating without an issue. It seems like the issue occurs during the https://desk.zoho.com/support/GenerateCaptcha?action=getNewCaptcha portion of the code when it retrieves the JSON file.
Dashboard: Ticket by status
Hi Zoho Desk Team, Would like to ask if why does the dashboard only shows that "DAC IT IAD" only has 2 tickets? But in reality we have a total of 8 tickets assigned to DAC IT IAD. Note that only 1 out of 8 is CLOSED and 7 tickets are still OPEN.
Time Entries - Accounting per Customer
Hi, besides the possibilties to invoice per agent or profile, invoicing per customer is our primary choice since years. It would be nice to have that option (hourly rate field at account necessary).
Integration to any App store (Ex. Playstore)
Hi Zoho Desk Team, Is it possible to integrate to any app store? like in playstore. every reviews will be sent to zoho desk as a ticket and everytime an agent responds to it in zoho desk, it will be shown in the app store?
Super Admin (main admin)
Hi Zoho Desk Team, I have a question regarding the super admin of the account, say for example I used the super admin and created workflows with custom functions with it. And suddenly the company decided to demote the super admin to a light agent, and
Text in Tickets
It would be really cool if there were a built in way for customers to be able to text in their tickets like they do email tickets where desk could automatically assign the ticket to the right account and contact based on the number that was used to send
Cant submit ticket from Help Center
Hi Zoho Desk Team, Every time we submit a ticket, it does not create a ticket. Wondering what the problem is since the system does not show error message, it just scrolling up to the screen. Hoping for your response. Thank you!
Your Help Center just got a lot more customizable!
Self-service is becoming one of the fastest and most useful ways of supporting your customers. In the age of the internet, customers tend to look up solutions on their own before contacting customer service. This is beneficial to both brands and customers, as support requests can be solved even before they are raised. If you're a brand looking to provide top-notch self-service, building an informative help center is a step in the right direction. Customizing it further to emulate your brand's
Zoho Desk latest Android app will now take you to the attachment section with a tap
Hello All, In the latest version of the Zoho Desk Android app(v2.4.25) when a user taps the attachment icon in a thread, it’ll scroll down directly to the attachment section of the thread. You can update the app either from the Play Store directly
How do I turn off automatic portal invitation?
I've searched through settings and help documentation without any luck. Currently if someone submits a ticket the system invites them to sign up for the "self-service portal". Where would I turn this off? Thank You
Manage ticket visibility for contacts of the same account in the help center - Wrong default
Hello, look at https://help.zoho.com/portal/en/kb/desk/faqs/articles/managing-ticket-visibility-for-contacts-of-the-same-account-in-the-help-center By default, a contact can track all tickets raised from their primary account, which can be disabled if
Magento Extension for Zoho Desk
Customer support is key to a successful e-commerce business. It's crucial that your Support Team have the HelpDesk Software like Zoho desk to engage on the front lines with customers, who prefer almost immediate responses to their queries. If you want
Ticket SLA
Hi Zoho Desk Team, Is there a way to revoke SLA from a ticket? Say for example, ticket 1 priority is High and SLA is 3 hours resolution time. But anytime I want to remove the SLA. Basically i want an option to remove the SLA anytime i want. Like when
Zoho Desk - Average Thread Count per Account
Hi, It looks like Zoho Desk has a selectable field criteria for 'Number of Threads' in each ticket. How would I get average thread count each month for each client/ account? This is an important metric because too few threads might indicate an abandoned
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