Modifying existing comments
Hi, Is it possible to edit existing comments against an article to change their status from public to private. Some of our agents didn't realize their comments were being made public during draft reviews so now we have bunch of comments relating to things
Views and Likes/Dislikes
Hi, We've been setting our knowledge base and are close to having it ready for customer viewing, Ahead of this I wanted to be able to reset the public views and likes/dislike counters so that we can accurately track customer engagement but I can't seem
How to manage incidents in Zoho Desk?
Hi, Sometimes it happens: multiple customers are experiencing the same issue and suddenly it starts raining tickets in a short amount of time. What we'd like to do is easily group these tickets together so there's a clear overview of the symptoms users
Time-based actions
I would like to create a time-based action where after 24h from customer's message (either first or the next one) we send a sorry for the delay message. What conditions should I use? Also, how often are the conditions checked? I set time for equal 24h
Mass update Accounts in Zoho Desk
Hi guys, Yesterday, we have opened the sync between CRM and Desk. Tickets and some of contacts have been gathered from Desk to CRM, CRM to Desk. Some of the accounts' informations couldn't been gathered. When we click on the update from Zoho CRM button,
Introducing Avaya, Typeform, ShippingChimp, Magento and 11 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 first quarter of 2021. Connect your favourite business apps with Zoho Desk in a snap without writing a single-line
Changing Button Colors on Help Center
I am customizing my help center. In the admin panel i switched to the ELegant Theme. I clicked customize and changed all the orange colors to my red. However when you go to the help center to see the changes the colors in the icons and the search button is still orange. How can i change this to match the red i want to use? https://desk.zoho.com/portal/northohioheart/
Trying to Forward Support Emails - Cannot find Verification Email
I am trying to forward emails from one of our company's support box to the Zoho support email address I created for this, so that these emails can become tickets our agents can work, etc. I set up the Zoho support email address, and have started setting up email forwarding to the Zoho Email in Gmail. But when I attempt to set up this forwarding, Gmail sends an email with a verification code to the Zoho email box to finish forwarding setup. I cannot seem to find this verification email. I would assume
Ticket closed but customers replied
Please help me, I want if the ticket is closed but the customers still reply, then a different ticket number will appear but still with the same title. is it possible ?
Daily ticket recap for each agent
Hello, I would like to be able to send a daily email to all of my agents regarding all of their open tickets. I tried using the guide at https://help.zoho.com/portal/en/community/topic/open-ticket-reminder but it juts sends at the set time from a reply,
Create A Report That Shows Date Spent In Certain Status
Hi there, I would like to build a report that lists the different tickets and shows the number of business days spent in a specific status, for example number of business days spent in "In Progress" status. How can I do that on Zoho Desk? Thanks,
App Spotlight: ShippingChimp for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Visit Zoho Marketplace to explore all apps. ShippingChimp for Zoho Desk ShippingChimp empowers your ecommerce support with contextual, real-time, delivery-related information about
Communicating with outside organisations and customers in the same ticket?
Hello, I was wondering if someone could help me with this. It's been on my mind for a while but I've not started to look into it until now. We've just been looking at migrating one of our customers over to a new service. This service is run by an external
Sync users from active directory or azure active directory
I have SAML setup for my Help Center Users to easily log in, they log in in Help Center automatically due to the SAML integration it creates a user account but it only pulls username and email. I'm looking for a way to sync my end user information from either our Azure Active Directory or on-prem Active Directory automatically. I'd love to sync full name, phone, department etc if possible. I see there's some AD sync tools for other Zoho products but can't find one specifically for Desk. Any
Site can't be reached on our office network
https://support.digitaloptometrics.com/ Site can't be reached on our internal business network. Any ideas?
Move widget on top of article list
Hello We have a custom widget in our customer portal in the Knowledgebase. However I'm struggling to place it where I want. Is it possible to move it on top of the article categories? Like so:
Integration with Zoho Desk for Issues/Bugs - Turn off comments for status change
We use the integration between Zoho Desk and Zoho Projects for Issues/Bugs. We have found that since both systems display the real-time status of the issue/ticket in the other system that we don't need the integration to make a private comment every time
Jira - Desk Integration
Hi guys, I have integrated Jira with Zoho Desk. At this moment, I can bundle Desk tickets with Jira tickets - which is fine. My problem is reporting these bundled tickets. Is there any way to report these linked tickets automatically? Let's say; I have
Auto Invite multiple Departments
Can you have Auto Invite to knowledge base for multiple departments? If i have a sales and support department. If a user sends and email to the support email, they are only going to get auto-invited to the support KB right?
Auto-Invite Help multiple Departments
I have two departments for two specific customer bases. Is it possible to have the Auto-Invite sent to a customer based on what support email/ department they email? For example if a customer emails the support@mycompany.com department will they only
Ticket retrieval is being disrupted from time to time
Hi, we are experiencing this problem for the second time since 4. of March. Our IT admin did change a setting on our Exchange server and fixed this issue the last time. The strange thing about this issue is that I'm still receiving the missing tickets
How can I understand the recurring tickets for a specific issue?
Hi guys, I just want to learn that how I can clarify the recurring problems for a specific issue. Let's say, we resolve an issue as ticket number 1 and closed the ticket. After a while, the customer created another ticket(number 2) and it is about the
Geo localization on maps of any ticket
Hello Zoho, a customer's asking if there is the possibility to have a geo map (Google Maps style) to view where are the tickets (address based). I think that there is not this features, and I see that on Marketplace too there is any app. Some idea?
Full Screen button stopped working
I submitted a ticket for this on March 11th and it's still not resolved. The fullscreen button suddenly stopped working. When hovering over the icon it says "Normal View" and clicking the icon does nothing. Is anyone else having or had this issue? I
Knowledge Base
Hi, when setting up a knowledge base for a specific department, is there anyway you can set review schedules or approvals on specific articles. We want to ensure that information held in our knowledge base is up to date and remind colleagues if this
Regarding ASAP app integration.
Hi there, I would like to know how tedious the task would be, for a developer to use the SDK to integrate ASAP into the Android and iOS versions of an app. I am not a developer, however, to me, it appears that it works like this: The ASAP knowledge base
How do we sort incoming trafic in our KB by location?
Hello, Our KB is going live and we have clients in at least 3 different countries. I tried to find a way to sort the dashboard insights by location, but I could not find any - is that possible? Additionally, I need to ignore all insights that come from
Zoho Desk & CRM Integration for contacts
Hi guys, ı have trouble with integration between Desk and CRM. Is there any way to do only one-way sync for contacts from Zoho Desk to CRM? I have contacts who regularly create tickets in Zoho Desk and I want these contacts to be automatically synced
Zoho Desk & CRM Integration and Account Name Relationship
Hi guys, I kindly wanted to ask that how Desk and CRM Integration work. As I have heard of, this integration is based on Account Name. If account name is not the same in two sides(Desk and CRM), CRM creates a new account. Is it true? Is there only one
Creating alerts and escalations before SLA violated
Hi guys, I kindly wanted to ask how I can create alerts before SLA violations. I also want to escalate it to upper levels. Here's the example scenario: I have 3 hours SLA for the first response time and 12 hours SLA for resolution time. My ticket is
Can I add more fields to an end-user profile?
Hello We're currently only using Zoho Desk for ticket-management and Knowledgebase. We currently don't have any login requirement for our Knowledgebase at all. I'm now experimenting with perhaps using the forum or login capabilities of Zoho Desk, but
Insufficient Privileges to perform this operation. Contact your Administrator.
Hello, We're unable to mark any ticket as spam, and getting this error: Insufficient Privileges to perform this operation. Contact your Administrator. This is happening to all of my agents, including me and I'm the administrator on the portal.
Can I view emails that were sent to an non-existent ZohoDesk Support Email Address?
If I someone sends an email to an incorrect Support Email Address, is there any way that I can see those emails if it's at least sent to the correct domain? For example, I have webupdate@xxxx.zohodesk.com. If someone emails webupdates@xxxx.zohodesk.com
Auto arrange blueprint like in Flow
The process builder in Flow has a button that automatically arranges the steps in the process in a neat and tidy way. Please consider adding a similar feature in blueprints. Best regards, Mladen Svraka Zoho Certified Consultant and Authorized Partner
How can I see recurring tickets for a specific issue with two different incidents?
Hi guys, I kindly wanted to know that how I can understand/realize the ticket I resolve is not technically resolved... Let's say: A customer submits a ticket for a specific issue as ticket number A. I resolve it. After a while, another customer B submits
"My Area" Ticket View - Comments in Reverse Order
Hello again community, Currently, users who look at tickets in their "My Area" section see comments posted in reverse-chronological order. This is fine for the agent view, but I have a request to have the order reversed specifically for the user view
Clarification: Can end users view all tickets raised by their organization?
Hello, Apologies if I've missed something straight forward here, but I'm having a hard time understanding the Customers can view tickets of other users in their account setting. I have enabled it, and have multiple users under the same domain (ie. bob@smith.com
Down vote an idea
Hi there, In our community our users are voting on ideas. On some ideas users would like to let us know that the idea won't fit their way of work. It would be great if they could let us know by downvoting an idea. Kind regards, Helen
How do I fix headers and spacing in ASAP?
Hi, We are about to launch our KB and we were checking how it is looking like in ASAP. We noticed that the headers do not look as they should: header 2 looks like header 3 and vice versa. I had a look with dev tools and it says h2 (has smaller font than
The 'more' button loads the first article instead of the related category
We are using the Elegant theme for our KB and we have categories and subcategories. There is this 'more ->' button at the end of each list of articles per category/subcategory. We supposed a button called 'more' would load more articles (when there is
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