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
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
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