Create a distinguished system notification for replies to closed tickets
We do receive system notifications when an open ticket is modified, replied to or touched upon in some other way. After the latest update the system reaction has changed to not re-opening closed tickets for replies to them. We require a distinguished system notification for such circumstances which should be able to be set as both a "Team" and an "Agent" notification. The current email and sms notification settings are not sufficient to warn the agents about these events. Agents may not read or focus
Weird behavior of Desk portal community tab in mobile view
Namaskaram Desk team, we have facing something weird in the mobile view of portal ( Help Center ) , we doesn't enabled the Community access for our portal. In the Desktop view its working properly. But in the Mobile view 'Community' tab is shown. Because Community is not enabled for this portal, it's a potential security issue. When clicking that tab, an error message is shown. Desktop View Mobile View Error Message Crafted with ❤️ Zoho Gurus | Zoho One Practice Team @ CubeYogi Zoho Authorised
Unable to process your request
Good morning! I am going back through our tickets and updating missing fields like product and due date. i have done around 30 and now when i try to amend the due date to have data in the field i'm getting unable to process your request. Is there a limit on updates?
Non-spam email addresses always marked as spam
Hi, Firstly - I have lots of emails in my spam folder from the same email address. When I click on 1 of these emails and mark as 'not spam' - I get an option to 'unmark the existing tickets from this contact also as spam'. If I check this box and then click 'ok', i'm expecting all other tickets from the same email address to be auto marked as not spam also. But this doesn't happen and the emails remain in spam. Am I doing something wrong here? Lastly - how do I whitelist an email from ever going
Zoho Desk and Jira integration not working
Good evening. My name is William and I'm a Support Manager at my company, where we use Zoho Desk integrated with Atlassian's Jira. Everything was working perfectly fine until earlier today - my agents could open Issues on Jira from Tickets on Zoho Desk normally but now we're seeing the message: "Something went awry in the Issue's property fields. Please recheck and try again." as in the printscreen attached. I have made no changes in Jira (and we use a Server Version, therefore it will only update
Signature in "Send As Email"
Hi there! Hopefully I'm not missing something, but it seems that agent signatures are only added to replies to tickets. There doesn't seem to be a way to have the agent's signature show up in outbound emails for newly created tickets (When you click 'send as email'). Is there any magic way to get agent signatures included in these emails?
Custom Views
Why can't we set up Custom Views for All Departments?
Sharing ticket
How can child department closed the shared ticket from the parent department ?
Users are not seeing all of their tickets in the portal
We have some of our customers that use the portal and they are reporting that they don't see some of tickets in the listing in the different sections. If they search for the tickets they are able to find them but they want them to be in the listing. Is there a way to control this or do you know what tickets show up in the list? Is there a way for me to go in and view the portal as a customer? Thank you
Hyperlink for community side panel
Add an option to insert hyperlinks to community side panel so we can publish external sites links related guidelines, terms etc. Setup > Community > Categories > Edit > Description (zoho may not need to offer toolbox to insert hyperlink. basically allow to add HTML code or markdown) Note, currently we can add website links and it display as text(issue too) but hyperlink save space than long site URLs
New agent can't access the Parent-Child ticketing extension
A new helpdesk agent has started working with us and we have created a new profile on the current PC for him. This was the only change on the OS and in Desk but this agent is not able to see the contents of the Parent-Child ticketing extension. Is there anything that we can do by ourselves to solve this issue?
Linking Tickets (duplicates, related, repetitive) for EU DC!
The ability to link tickets, having one being the master ticket and others being child tickets would be awesome. We have some consistent issues that are affecting customers in different ways, but are related to the same thing. Grouping them would be very helpful. this feature would also allow us to group duplicate tickets, aswell as repetive tickets that can be considered as duplicates to.
YTD
Is there a year to date function for reporting purposes? Also, is there a current year or current month?
Assignments rules
Hi all, I want to setup this kind of assignment rules, is that possible ? If the ticket is received and not assigned within 5 minutes, I want to auto-assign it to a specific team. I am looking at the list of criterias, but can't find what I need Thanks for your help folks !
Deprecating support for the default help center theme
Over the last couple of months, we've made significant changes to Zoho Desk's Help Center. The new enhancements let you customize widgets, build your Help Center block-by-block and selectively display or hide tabs. We now offer not one but four distinct themes - Elegant, Materialize, Flat, and Classic. More information about these changes is available here. We've noticed that many customers still use the outdated default Help Center theme. To make better use of our self-service features, you will
How to open Zoho ASAP Addon to the Zia bot tab
The developer documentation has instructions on opening a specific tab within the ASAP Add on https://www.zoho.com/desk/developers/asap/#apptab-the-addon But there is no mention of how to launch the Zia bot tab. Please advise Mitul
Passing a value in Model box
Hi, I am trying to call a model box, In that I need to pass a value from app.instance.model and need to get that value in model page. Please help me to get the value by using model box.
"Advanced Ticket Filters for Zoho Desk" : Sorting Options
The filtered out list requires some sorting when working on the resulting tickets. Please consider adding some sorting options to this list. Date and time options such as "Creation Date", "Last Reply Date" are mandatory but of course it would be nice to also have some sorting options from the filters directly used in this extension.
"Advanced Ticket Filters for Zoho Desk" : Incorrect "Status" filter behaviour
The "Status" field should only present the values belonging to the selected (active) department. At the moment it presents all the values belonging to all of the departments.
Connecting Gmail email address to Zoho support email
Is there any way to enable the POP for the support email in Zoho Desk so that it connects with our companies support email?
Help Center not working
Why am I getting this blank page using the new themes on some computers when I try to go to our Help Center page? On exactly the same PC another Help Center with the old theme is working perfectly.
Multilingual Help Center : Category Sections are displayed incorrectly
A multilingual version of an article gets directly placed into the first section/sub-section/sub-sub-section (Category Tree Location) when it's being recorded. You then have to edit the article one more time and fix its location in the KB for it to be placed into the correct section location. Also the article is being displayed in an incorrect location when you later on try to edit it even it's being correctly published and located on the Help Center. PS : I haven't edited any original English articles
"Print Tickets for Zoho Desk" extension : The printout format is different than the advertised screenshots on the Marketplace extension page
Print Tickets for Zoho Desk Our printouts do not include any text formatting (such as line spacing, font size, font color etc) from the original ticket threads. The advertised screenshots on the extension marketplace page do show that the printouts also include almost all of the formatting including line spacing, images, font size, font color etc. This extension is a crucial one for us but the outputs make the printouts almost unreadable. Original Ticket Thread Printout Format
Need a Column for Total Logged Time
I'd really like to see a column for Views that shows total logged time. Many of our tickets are time and materials. I'm usually not going to bill out 15 minutes until there is more time to bill out, but I sure as heck want to bill out 4 hours. But there is no way I can see this critical information without opening every ticket, I can't even find it in reports. I am attaching an example screenshot of what I am requesting. Without doing something custom, is this possible now? It would also be nice
When We Add a New "Required Field" to Our Layout for customer to fill out, it now becomes required for agent
We are trying to add a new field for our customers to fill out when they are inputting new tickets. We have made this field required. The problem is that it now becomes "required" retrospectively for all tickets that are in the system. Therefore, when our agent goes to update an older ticket, he is now required to fill out this new field before saving. The problem is that we don't have that information, only the customer has it. The question should only be required on new tickets when a customer
Why can't we send out Help Center Portal invites to Agents
We have set up a department to approve change requests and want staff who are not members of that department to be able to see the tickets they submit. How can we enable them to see the tickets in the customer portal
Multilingual Helpcenter : Article Format Locking
We need to be able to lock the formatting of the articles in case we invite our distributors to our Help Center to translate the articles into their languages. Most people don't know how to edit forum articles and they also may want to change the layout of the articles. We want them only to translate the text strings. Please consider introducing a way to lock the attributes of articles such as page format, text format, heading type, article contents such as images and attachments, text and content
Multilingual Helpcenter : Wnat's the purpose of the "orange dot" on the language icon?
I have compared this article with the other one and I can't find any differences between them. What message does this "orange dot" convey to us? Both of these Turkish articles have been published and all of their other features seem to be the same.
Attachments not displaying in 'Attachment' tab.
We have a ticket which has 2 attachments displayed on the 'Conversation' tab, but we have decided we would like to delete one of them. The problem we have, is the Attachments tab is not displaying that 2 attachments were uploaded - so we are unable to click on the 'More' dots and delete said attachments. I have attached the 2 screen shots as a reference. We have this issue with another ticket, but there are some tickets where the attachments are displaying correctly in both the Conversation Tab and
Add Tags in Contacts and Accounts and integrate them with Zoho CRM
This is a two part feature suggestion but it is related so I'll put it in one request. Please consider: 1. adding Tags to Contacts and Account modules in Desk 2. allowing integration of Tags between Desk and CRM Tags are a great tool to quickly and easily mark and segment Contacts and Accounts. It would be great to have the capability to extend this from the CRM to Desk. A similar feature already exists between CRM and Campaigns so Tags can be used to create custom segments within mailing lists in
Multiple Ticket forms?
Hello, I'm looking at having multiple ticket "forms" with different fields based off the type of request. For example, we would like to have a form requesting onboarding for a new hire. Some specific information is required and wouldn't be needed for a standard help desk ticket. How exactly would I accomplish this?
Custom Views are gone
Somehow this ended up as a "request" no idea what that is, I wanted this to be a public ticket I didn't archive the views. I still want to use them. What changed????? How do I get them all back? Why did they get archived in the first place?
Delete all contact list
Hello dear i imported the contact list many times and that's caused duplicated for records more than 4 times for each contact i tried to select the contact all and delete them manually but couldn't find this option and it's possible to delete them one by one so how can i mass delete the whole contacts and import them again !!
Triggering transitions/statuses on Desk from the Bug Tracker task
Is it possible to trigger a blueprint transition or change the status of a ticket on Desk from a Bug Tracker task which has been linked with a Desk ticket?
Article display options in Desk
Namaskaram Zoho Desk team, KB Article display permission in Desk is very limited, it's only have display permission to Agents, Registered Users and All Users. Literally one article is associated with one Department. It is nice have an article associated multiple departments. Crafted with ❤️ Zoho Gurus | Zoho One Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers
Some emails not being retrived.
Out of the last 10 emails we have had through to our support mailbox in the last 2 hours, only 5 have been converted to tickets. All the senders were internal, and we've even had one user send 2 emails within 10 minutes and one went through and another didnt. One of the tickets that did get created came through an hour late, all the rest were created within a minute of the emial being received. This only seems to have started this morning. Is there something happening your end at the moment that
Single contact multiple accounts
We have an individual, consultantjohnny@email.com, who is a technology consultant that works with several of our customers. How can I add this contact "consultant Johnny" to CRM/DESK to be associated with multiple accounts. (Company X, Company Y, Company Z). Specifically So that when Johnny sends an email into zohodesk, we can link the ticket to the correct company/Account . For example Johnny may send in an email regarding company A, and then shortly after he sends in another email to Zoho desk
Customer Self Service Configuration
Hi, Currently our helpdesk has 2 deparments, customers can view these 2 departments once they're logged in to the self service portal. Ideally we would like to limit it to only 1 department, Is this possible? Also can we configure the fields when creating new tickets via the self service portal? We would like to remove some field i.e. Ticket Cost, Priority, Product Name and Classification. Is this possible as well?
KB articles for specific customers
Hi, is there a way to make an article visible for specific customers only ? this would allow to write content for selected accounts with some more confidential information.
DESK Connection Issues and Email Sending Failures
Hello For 1 month (and still), we had encountered with conenctivity, email sending and attachment problems on a weekly basis. The random nature of those occurences are maiming our operations. Will there be any ultimate resolution to those issues? We had reconfigured from addresses each week. We have checked the conenction, changed the browser settins; yet the issue is continuing. The worst part is that those issues are not continuous; they emerges on the system, and then don't happen again. There
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