Possible to display custom link to our internal system in ticket view?
I'd like a link to our internal system to show up somewhere in the ticket view (ideally below the customer's name, but anywhere is fine). It could be as simple as https://mywebsite.com/admin/customers?email={customer_email_address} Is there an easy way
Undeliverable email and Unverified Sender on Desk tickets logged by email
We have recently changed over mail servers and had to re-arrange our mailboxes and aliases in each and since that time testing of tickets we have raised via email to Zoho Desk have been failing and not been created. We have several departments set up
Map more Jira fields
Hi, More and more we are creating links and new tickets in Jira through Zoho Desk. We have found however Desk does not map all fields or even give a customisation option as to which fields it maps when creating a new ticket in Jira. It would be great
Zoho Desk iOS app now supports task reminders
Hello All, In the latest version of the iOS Desk app (v2.6), we now support task reminder notifications. You can customize push notifications for task reminders in the Zoho Desk app and choose to set reminders on a particular day (or) set it before
Automatically ignore zohodesk email address.
Is there a way to get reply all to ignore the @....zohodesk.eu email address? It is messing with my workflow rules because Desk thinks that it gets an instant reply.
Changing the CSS in my Help Center beyond the footer and header
I'm using the Elegant theme and I was wondering if there was a way to have access to all the style sheets instead of going through each element one by one in my browser inspector to set up the CSS customization. Urgently, I really need to update the articles body stylesheets to match the footer/ header, but also change all the orange accents throughout the site to another color. Thanks.
ASAP KB analytics
Hello, Is it possible to get ASAP widget analytics somehow? The current insights are all about the Help Center and viewing articles there also for Google Analytics. This means we have no idea how and if our users are actually using/interacting with the
Don't Create Tickets when email is sent to zoho desk email
Hi, I am forwarding my company email to zoho desk email. I want to do this so that when users respond to their tickets and email my company email, the response gets stamped on the ticket in Zoho Desk. BUT I don't want emails sent to company emails to
Jira Integration
Hi, When an email is received in ZoHo, it doesn;t update the email within our Jira platform. Manually typed updates are copied up to Jira automatically. Is there a reason for this? Cheers
Prerender Open Graph Metadata
Prior to the switch over to the new templating engine, it seems as though Zoho Desk would prerender the Open Graph metadata directly into the HTML of the page. This means sites were able to easily scrape the Open Graph metadata and render previews in a straight forward manner. For example, we use Discourse as our community software and it previously did an amazing job rendering a small snippet about the help desk article whenever we link to them. Example: Unfortunately, after we were required to
Zoho Desk Contacts Module | Contact Owner | Custom | Auto-Assign
Hi team, For clarification. 1. When a user signed up from the Help Center portal, Is the Contact Owner default assigned to the Support Administrator? 2. Can I add value to the Contact Owner field and auto-assign the Contact Owner to this custom value?
View Criteria for linked tickets (Parent-Child related tickets)
Could we have some filters which can be used on views about linked (parent-child relation) tickets please. The views that I'm looking for, do require the below filter items and visual guides: a view which lists only Parent tickets which have Child tickets
Zoho Desk stays updated with Apple's latest iOS 15 and iPadOS 15 release
Feature upgrades for enhanced productivity, focus and multitasking capabilities on-the-go! Apple has announced it's latest iOS 15 and iPad OS 15 updates for its users. The update comes with several functionalities to improve productivity, focus and multitasking
Zoho Desk website broken using Safari on iPadOS 15
The Zoho Desk website routinely breaks using Safari on iPadOS 15. All that’s needed to trigger the issue is to close safari with a Zoho Desk page open and then reopen Safari. The most common issues are the page being incorrectly zoomed in causing various
Contact Module
Hi Zoho Team, When a user registered on Help Center, basically the record will be recorded in Zoho Desk Customers module. And in Help center portal the user profile has email address. But in Zoho Desk view, the contact does not have email address, this
SMTP Error
We haven't changed any of our SMTP settings on the server. This morning we were suddenly unable to send out emails with our current From Address. The error we received is attached but I'll reproduce it below: "Email reply failed from being sent! Momentary
Reply not sent
Hi, I am having an issue replying in Zoho Portal. The below is popping up the window; Please help me. Thanks in advance.
Zoho Desk Custom Reports | COLUMNS TO TOTAL
Hi Team! Can I add custom columns from here?: COLUMNS TO TOTAL tab. If yes, how can I add custom columns here? I want to get the sum and average via Reports of my custom fields. Looking forward to your response. Thank you. Best regards, Lizz
In Views, add column for "last communication"
There is a column available in all views for "Customer Responded Time" but there is no column for "Agent Responded Time" nor is there a combination of these two, which would be something like "Last Message" - being, the last message either sent or received.
Quality review for Tickets in Zoho Desk
Creating a Quality review process in Zoho Desk for a department where generally a selected person would review random tickets of a specific agent according to selected criteria. For a better performance and customer service.
Non zoho desk user send notification
Hi Zoho Team, Is there another way to send email notification to a non zoho desk user other than workflow?
Submiting a ticket department question
Hi Zoho Team, What does the second IT Operations means? And why is there two IT Operations department upon creation of ticket in Help Center?
Workflow rules limit
Hi team, Is there a limit on how many workflows can I make?
Webhook Disabled Issue
Dear All, We have received the below information on 10.09.2021 and then we have enabled the webhook manually. Could you please support us with this case? What can be the reason of this problem? Hello Tolon Help! The webhook desk.zoho.com has been temporarily
Blueprints - Being able to define what will be restricted in a Strict Blueprint
It would be helpful if we were able to define what we want to restrict in a Strict Blueprint. For example, letting the users add comments or adding resolution, etc. I've built a Blueprint where I want it to be Strict, however, I want the agents to be
Custom view
Hi i do not have the option to add a custom view in a department at all . Is it also possible to add custom view's in the all department menu ? please assist
Delete blueprint status and transition
Hi Zoho Desk team, Would like to ask what does this mean? I already deleted all the tickets, and there are no tickets existing in department now. But this message still keeps on popping, can you help me with this?
Zoho Desk - Emails not loading in portal and cant send email replies
Content is not available. Please try again after some time. = Error 1 for emails not loading Email reply failed from being sent! Momentary issues with the mail server, Try resending this email again. = Error 2 when trying to send.
Add a delay timer for ticket is closed
Our users get the ticket closed message first before they get the reply. It would be good to add a 5 min delay timer to the closed message. This way our customers don't get confused on why their ticket was closed because they got the reply last.
Trying to create a custom function to copy a field from accounts to support requests.
Am having some difficulty understanding what the form is looking for . assistance is appreciated.
Ticket View preferences
Whenever I go to a view of tickets, it defaults to a three column view with oldest tickets at the top. How do I 1) Set this to be the most recent at the top and/or 2) Set my default view to be the classic list. Everytime I look at a view i have to
Can we hide the 'Edit Profile' button in the Help Centre
In Desk we are using information held in CRM to populate client information. However, in the Help Centre, under Manage profile, a client has the ability to Edit Profile. Is there a way to hide this button as I would not want them updating information
App Spotlight: Typeform for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Visit Zoho Marketplace to explore all apps. Typeform for Zoho Desk Typeform enables you to create interactive forms, surveys, and quizzes that build meaningful interactions between
Comment on ticket from Integromat with 'Add comment' feature
In integromat I want to comment on tickets, there is feature 'Add comment' that works fine but there is no option to choose from hwom was the comment, its automatically give the comment to specific agent in my zoho desk, is there option to control and
Knowledge base api
Hi I need to show knowledge base articles in my mobile application, while going through the api documentation https://desk.zoho.com/DeskAPIDocument#Introduction There is no such api for getting list of articles published Please help me out Thanks
Help Center notification about new registration
How can we configure flow/function that will notify a specific email address that a new user had registered to help center platform? Thanks in advance, Katarzyna
Integrate with integromat error
I have a scenario that run a long time, in this scenario i open ticket from the integromat, in this ticket i have some category that the user need to choose from list of products, recentky i added new product to the list by going to: costumized -> layout
Is there any way to export data from Headquarters?
Hi, Headquarters (in "Tickets" module) has some data I can only find there - incoming and outgoing bandwidth. Is there any way to export it? Best, Jerzy
How to merge accounts if I can't select them both on the same page?
I am looking at accuonts under the customers module. If I want to merge two accounts but I can't see them on the same page how can I merge them? Let's say one begins with A and the other begins with F. I can't check them both at the same time and I can't
Can Users create a ticket via SMS
Hi Support, I have registered to clickatell. How can we configure to receive a ticket from users via sms?
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