desk-mailer's reply doesn't follow the "Reply-to" of the inbound mail
desk-mailer replys the inbound mail uses the "From" instead of "ReplyTo" field. Expected behaviour should be replys to the mail addressof "ReplyTo" field.
Create an Event in Outlook calendar for assigned Agent
Hi team, I was testing ZOHO desk for 15 days (trial) to get familiar with this tool. I am now wondering whether ZOHO DESK can somehow send/create an event in agent's calendar that is assigned to a TICKET. We are using Outlook 365. If not, is there a
Total hold time in a certain Status
I want to know how long the total hold time is in a certain status. For example, I have a status with the name of the insurance process (hold type). I want to know, how long is the total holding time of the ticket in the insurance process status based
Custom Dashboard Filters
Hi Zoho Desk Team, Is there a way to add filters on Custom Dashboard that we made?
Synchronization with Zoho : FIELD: null
Hello, I have done the contact synchronization between Zoho Desk and CRM but I have a lot of contacts with the "First name: null". I understand that this is because the customers did not have a first name established. Is there any way to massively remove
Can't change resolution message
Hello! Our team is in the process of testing Zoho desk. So far, I have successfully changed several of the notifcation messages sent to customers (new ticket / confirmation of a ticket answer / ticket closed). However, what I can't find is a way to change
Zoho Desk | Disable Revoke Blueprint Option
Good day Zoho Team! Is there a way to disable Revoke Blueprint option? If yes, please let me know how to disable this option. Any help would be greatly appreciated. Thank you. Best regards, Lizz
SLA On hold (Manually)
Hi Zoho Desk Team, Is it possible to put the ticket SLA on hold manually? Say for example Agent 1 wants to on hold the SLA regardless of the ticket status. Hoping for your response. Best Regards, George Jr.
Customer Happiness Random
Hi Zoho Desk Team, Is it possible to have the Customer Happiness Rating randomised? By this, we want the system to randomly select a rating and not by the requestor. Best Regards, George Jr.
Ticket assignment notification?
Hi, Is there a way to automate a notification to a contact when a ticket has been assigned to an agent? I can see that there is the field under agent notifications but not under contact? We would like the keep the receiving new ticket notification but
Invite External People to Event in Zoho Desk
Hello, Can I add external people to an event I create in activities in the Zoho Desk? I can see that I have the option to add Contact Name under my event but when I create my event the Contact Name I enter (that has an email connected to him) doesn't
When will the Auto Tags feature be implemented?
You did add the "Auto Tagging" feature to Desk when Zia was announced but since then we are still waiting to see the effects of this feature. Could you please share an estimated date for it to be implemented into Zia.
Zoho Desk Android app supports file encryption within the app
Hello Everyone, In the latest version of the Android Desk app (v2.4.24) the files that are cached in the Zoho Desk app's private space will be encrypted. This is supported from Android OS version 6.0 and above. You can update the app either from the
How can I associate more than one department to a category in my KB after enabling the multi-branding?
Hi there, Before enabling the multi-branding I was able to add a new category in my KB and associate it to more than one department, which became impossible after creating a new help centre for one of my departments. I am trying to add a new category
Support breadcrumbs inside KB articles inside ASAP widget
As the title says, it would be nice to have breadcrumbs so user can navigate to the Home section. While the Back button also works quite well for this purpose, the breadcrumbs obviously adds another layer of information by explicitly showing the hierarchy
When will the table view feature be released for the Accounts and the Contacts modules?
This is definitely a necessity when working within these modules for data manipulation purposes. We are modifying certain fields on the Account records and it becomes really hard to find your last edit after a while. Also looking for incorrect values on a bunch of records is impossible without a customized view (table view) on these modules.
Slack for Desk
We are considering integrating our Slack channel to Desk. Right now most of our client support issues come from our slack channels. it has been a challenge to get our clients using Zoho Desk to create tickets so I'm wondering can a client create a ticket
Support variable width in ASAP widget
At the moment, it is not possible to pull the rim of the ASAP widget and drag it so that the width of the ASAP widget can be increased. When viewing help articles with lots of images, I can see from my user testing that people attempt to pull (and expand)
"View Article on Knowledge Base" external link in the ASAP widget is too small, has no tooltip
There is a link to jump to the actual KB site on each article inside the ASAP widget. Unfortunately, it is very hard to notice, and even if someone hovers on it, it doesn't show any tooltip indicating what will happen if the user were to click on that
Reminder Notification Agent Team A to Agent Team B
I want when the agent of team A changes the status to follow-up to the claim, there will be a notification to the agent of team B. and if team B doesn't respond to what team A has mentioned in a private comment within 6 hours, then a reminder will be
Zoho Desk | Social | Facebook Message Keyword Length
Hi Zoho Team, Can you please answer this inquiry: How long the Facebook message keyword length can go?
Can you create a report or dashboard that displays the tickets by hour and priority
We need a report that shows the number of tickets by hour and priority, is this possible?
SLA Target Condition limit
Hi Zoho Team, How many condition / criteria can I add to a Target? Is there a limit? Best Regards, George Jr.
Introducing Shopify, HoduCC, Zapier, Salesforce and 15 more extensions for Zoho Desk
Deliver stellar customer service and win customer loyalty with Zoho Desk. Here's a list of all new extensions for Zoho Desk released in the third quarter of 2021. Connect your favourite business apps with Zoho Desk in a snap without writing a single-line
SLA Resolution overdue - Update ticket status
Hi Zoho Team, Is it possible to auto update the ticket status if resolution SLA is breached? Best Regards, George Jr.
Zoho Desk - Emails not loading in portal and cant send email
Hi, At the moment we are having problems with incoming and outgoing mails. When trying to open a ticket, we get an error 'Content not available'. When trying to send an email we get the following message, Email reply failed from being sent! Momentary
Due Date Time Zone in Email
In the initial acknowledgement email to a contact, I'm including the Due Date (which includes time). My issue is that the time is showing in UTC and not the local time zone. Is there a formatting code to add to the email to adjust for the time zone
How can I setup my Desk homepage to be identical to the zoho desk homepage?
https://help.zoho.com/portal/en/home I would love to have this same design and functionality. Especially the login popups.
Emails are getting forwarded to zoho email but aren't appearing
External emails aren't appearing in desk. O365 is forwarding it to the zoho email but they aren't appearing in desk.
Help Center login issue on Mac
One of our new customers has issues signing in on their Mac. They did mention that their browser does warn them about some disabled cookies but even after enabling the cookies they still can't sign-in to the system. Please see below for their message
Unable to disable 'agent added comment' notifications
^ advice from Zoho chat support When in Zoho Desk, agents receive notifications in the top-right of the browser under the bell. These can be controlled in some ways, but there are notifications that come through constantly whenever another agent adds
Answer Bot option not visible
Hi there Zoho! In the last few months we have been filling several departments with a lot of articles. We had hoped to redirect our customers that contact us by chat automatically through a Bot. To test if this would be a solution, we wanted to activate
Can the reactive navbar in Helpcenter be disabled?
Hello, hello Can the reactive / adaptive navbar in the Helpcenter theme "Elegant" be disabled somehow? Please see attached image.
Popular Articles Remove in Help Center Portal | ARTICLE REPORTS
Hi Zoho team, Will deleting Popular Articles in Help Center affect the Reports availability? Please let me know. Thank you. Best regards, Lizz
Extra fields in my area
Hi, currently for our business we only show title, department, creation time, ticket number and status in the main box in the "my area" section for customers. We are wanting to display more fields in here how do we add this customisation? In addition
How do I remove the right sidebar on Article pages?
Hello, I can't see the option but I am really hoping that there is an option to publish an article with full width. Please let me know. Thank you
auto-save attachments in replies
Hi, Is there a way to automatically take all attachments in replies and add them to the attachments of the ticket? Thanks Paul
Ticket email reply
Hi Zoho Team, When a ticket is created and we had a worlflow to send email notif to the requestor, and when the requestor replied to that email the reply will be added to the ticket thread. But we had an encountered as to which the requestor replied to
Internal Server Error when trying to connect Instagram to Social
Hi, I'm trying to set up a social connection with Desk, for Facebook and Instagram. Facebook is working fine, but when I try to add Instagram I get an "Internal Server Error" when reaching the final step (Yes, I have logged into my Facebook account, and
Send Update to Ticket Owner After X Days Regarding Open Ticket
Hi, I tried to set up an automation that sends agents template notifications if ticket status is open for more than 3 days. unfortunately, I start receiving the template notifications for tickets that are status Closed also. I'm not sure what I did wrong.
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