Merging departments
Happy new year! With the new new year taking place, our service team is being restructured and we would like to merge some of our departments in zoho desk. Currently we have departments based on products for example interviews, Daily etc The proposed
Is there an easy way to mass update URL's in KnowledgeBase articles?
We've recently switched our company name, which has broken all the URL's that were manually added throughout our Knowledgebase articles, (these are links that cross reference other articles). The old site was at: https://desk.zoho.com/portal/sonocentltd/kb/articles/
How to I auto assign a specific account name to CRM existent contact information generated from a zoho Desk?
Hi, How do I auto assign to tickets, i mean a specific "ticket owners", when a ticket submit in desk and if this ticket already exists in CRM and has an account manager in CRM, automatically the ticket owner in desk to be the account manager of crm for
Shareable Dashboard Links
It would be great to be able to share a link for a dashboard, that doesn't require an agent to login. When I put up ticket metrics on a tv, I dont want whoever has access to the tv to have full access to my zoho account, since i'm forced to log in.
Zoho Desk Help Center portal integration with my website
Hello there; 1. I try to integrate Zoho Desk Help Center portal(shown in the attached Portal.png) with my website. When users in my website(shown in the attached MyWebsite.png) login and click the button associated with Zoho Help Center Portal, they will
Introducing Ytel, Salesloft, WooCommerce, and 8 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 second quarter of 2021. Connect your favourite business apps with Zoho Desk in a snap without writing a single-line
ERROR 404 - PÁGINA NO ENCONTRADA
Estimados Solicito su ayuda, cambiamos de proveedor de host y hoy nos sale el error en nuestra pagina 404 - PÁGINA NO ENCONTRADA (gestion-electronica.cl) de Zoho desk la url de nuestra pagina es https://www.gestion-electronica.cl/support/gehelp/ShowHomePage.do#
Reorder Starred View in Zoho Desk?
Is there a way to reorder the Starred view inside Zoho Desk? I don't see an easy way to do that. Please advise
Can't get more than 20 records at a time getRecords
Hi Not sure why this is different... but on DESK getRecords gives me only 20 records Code is as follows: ``` orgID = 719271510; response = zoho.desk.getRecords(orgID, "tickets", 100,110); info response.get("data").size(); records = response.get("data");
Product Name and Category
I want every time I see a ticket, next to it there is the name and category of the product, and there is also a description that can be inputted manually. it is possible ? So I can also see this in the report based on product name and category. Of course
Not send survey to 1 closed ticket.
Normally a customer satisfaction survey is sent to closed tickets are 48 hours. But for 1 particular ticket I'd like NOT to send it. How can we do that? At the moment I've set the ticket to OPEN to keep it live, but how can I close it and yet NOT send
Customizable Product Layouts
It would be great to see products become a fully fledged module, like contacts and tickets that allowed for customizable layouts
Ticket time to problem/project time
Hey, is there a possibility to automatically add the recorded time to a ticket to the recorded times of an issue from zoho project? If a ticket is already associated with an issue, the time should run directly into the time of the issue when booking in the Helpdesk. If time has already been booked on a ticket and the ticket is now linked to a issue that the time is transferred automatically. This would be very important because we need evaluations per customer and this best in an overview like zoho
Report Whastapp in Zohodesk
I need a report from the whastapp channel, when I check the report, no whatsapp is read in the report, even though whatsapp is already running on our zoho right now.
SSL Certificate installation
I need to have the SSL certificate installed for support.stevejlarsen.com I sent in a request 4 days ago and it's still pending. Can someone please look into this? Thanks!
Channel Ticket Incoming
Hi Team Zoho, I have several channels on Zoho, such as telephone, email, and whatsapp. I want when there is an entry ticket to zohodesk then the ticket is in accordance with the channel. what I mean by this is the channel in the layout field, so our agent
See the number of votes in community dashboard
Would be great if you can check how many votes were given per week/month/year in the community dashboard.
Related Report - Average response,handling,resolution time
Dear Team Zoho, I want to find a productivity agent, so I want to need : Average response time, Average handling time, Average resolution time per ticket created each month Thank you
Scheduling "Send as Email" Ticket
We have to send reminder emails to clients first thing in the morning. We are currently doing it in GMail and cc'ing our internal operations email address to create a ticket in Desk, however, this creates a ticket for our internal operations and not for the client we are sending the reminders to. We are then manually having to go in and change the client name for each ticket. Is it possible to schedule "send as email tickets" the night before to be sent first thing in the morning? Thanks!
Not all emails coming through to Zoho
Hi Zoho team, I am contacting you as I noticed that not all of the customer service emails we receive though our team@ email address are coming through on Zoho. The vast majority are but often there are 4-5 per day that don't come through to Zoho and
Zoho Desk - Team level reports
Hi there, I would like an update on team level sla reports that was in development. We were previously advised at the start on 2021 that the functionality would be available in the first quarter. Kind regards Mubasshier
Provide better formatting of Deluge code in all forum posts and replies
Please consider improving the formatting of Deluge code within your forum's rich-text editor and in replies to posts. Your code blocks leave a lot to be desired: // Here's some Deluge code from Learn Deluge: person = { "name" : "John", "age": 22 };
Zoho Desk unavailable
Hello, I cannot enter in my Zoho Desk workspace, after loading for a while, the following message appears, translating for English: "Sorry for the trouble. Please try again after a while or report your problem in the feedback form below". I wanted to
Resent password to the End user
Hi All Please Could you help me? I have a End user, he don´t remember his password. How can I resent him his password again?
Multiple emails for agents causing issues with #original_sender forwarding
Our agents have multiple email address they use and emails from customers can come in on any one of them. All are set up in all of our Zoho products including Desk. We have to set one of them as default. The issue is if we forward from any email other
Where/how do I get a nonce value for embedding Desk in a website?
The company that runs the website tells me that I give them the nonce value. I've read this document, and I'm unclear where/how to generate the nonce value. Embedding the ASAP Add-On on Sites with a Content Security Policy (zoho.com) Thanks, Ken
Pick listvalues
What's the secret behind making new pick list values appear in the pick list? I go in, add a new value, click update, click save, re-search my ticket, go to the field and the value I just added is not there. I refresh the page and the value is
get user info from helpdesk with php + api
Using PHP + API, is it possible to search user desk customers by email to see if a customer exists and - if so - return their details? Code appreciated!
Ticket will be re-opened with a new ticket number
please help me, if the customer replies email, but the ticket has been closed, then the ticket will be re-opened with a new ticket number like the first time they contacted us. it is possible ?
Redirect after ticket submission?
Is it possible to redirect a user after they have submitted a support ticket through the help centre? At the moment just a quick popup tells a user they have submitted a ticket, then the site redirects to the help centre home, without the user really
Customise Help Centre footer
Since it's still not possible to have SSO and link my users to the KB, I'm trying to customise the footer in the KB so that the SUBMIT A TICKET button links to my site where they can contact us. (When they do this certain user information is also added
Collect ASAP questions
Is there a way to collect the questions asked by users to ASAP so that we analyse them and see what people need? Thanks!
Search not finding articles in the Help Centre
Whenever I use the search function in the Help Centre or even the Insert Article as Link in the article editing window, the search does not always find valid articles even when I know for certain that those articles exist. Even when I put in a keyword
Translating the Help Center contact form
Hello On the bottom of the Help Center KB there is a contact form. We're using the (beta) multilingual feature. When switching from our default language (Swedish) to English, there is a word in two places that isn't translated. Can I translate this word
Link to edit article direct from Help Centre/KB
There is not a Sign In on our Help Centre/KB (as it won't link to our current users!). However, it would be really useful to have a link on each page of the HC/KB so that when an agent is browsing the HC/KB they could click on this to directly go to the
Close an 'on hold' ticket after 48 hours
I have a workflow set up so that once a ticket has been answered, it's put into an ON HOLD state. But how do I add a second workflow to that so that any ticket which has been in ON HOLD for over 48 hours but WITHOUT a response from the client is then
Exchange mailbox without forwarding
Hi, We have some customers who don't want us to send data outside the EU (due to GPDR - General Data Protection Regulation). As we don't know what happens with the emails with the current forwarding solutions (forward to xx @zohodesk) we want Zoho Desk
Font size 10px -> 12px
Hi Zoho, I think you noticed that the default font you propose to use in ticket replies and community forums is smaller than client ones. Our messages are always displayed in a smaller fonts than customer ones. Please standardise this, make default font size a bit bigger. Regards, Andrey
Notifying customer when a ticket has been assigned
Hi guys, Just setting up Zoho Desk for my organisation. Currently when a customer creates a ticket (in portal or email), they get a auto notification saying ticket is created, and we'll get back to them soon. As a manager, I can then 'assign' the ticket to an agent. How do I setup the system so that the end-customer gets a notification from the system saying that the ticket is now assigned to $agent.... ??
How to Add Video Gallery or Carousel to Zoho Desk KB?
Is there a way to add a Video Library in Zoho Desk KB, so that rather than navigating through many articles to find a link, or trying various search terms, someone can go to a single library page with all of the How To Videos available, or at least the top 15 or so? They are common pages, Zoho even has a number of tutorial video help pages for the various products. How can we do that in Desk? We have 4 dozen how-to training videos, a scrollable library with graphic thumbnails would help. https://www.zoho.com/campaigns/videos.html
Next Page