Custom Function to Update Ticket based on Subject of Ticket
This may be pretty simple but I'm having issues with getting a custom function to fill out custom fields based on the subject of a ticket and not the body of a ticket. Basically we need to fill in the PO number and Item ID custom fields, both of this
Zoho - Please explain difference between Thread view and Conversation view on Ticket
I have reviewed the help document here but am still not clear on the difference between the two views. As an example, I just had a back and forth on a ticket: - Customer emails support email. - I email back from Desk. - Customer responds back. - I email back from Desk. On the upper left drop down box on the ticket Zoho Desk now says this is "4 Threads" and "4 Conversations" . How is that 4 threads?? By my count it is 1 thread and 4 conversations (assuming by "conversation" Zoho means number of total
Custom View in All Departments
Hell, I am unable to add a custom view when I am in All Departments. I am also unable to use Table View in All Departments. Is this something I should be able to do with my version? It seems silly to not have this available. Thanks!
Online agents aren’t appearing online in Headquarters
We’re having an issue with agents setting their status to Online, and it usually sticks for a few minutes, sometimes a couple hours, but suddenly the round robin assignment stops assigning tickets. When this happens, I check the Headquarters page and
Slow Ticket Creation
Good Morning, We have 2 emails for Zoho desk support@ and logistics@ we are finding the logistics@ email keeps getting delayed tickets. Had a ticket time stamped 8:15 am but did not show up in Zoho Desk until 9:49 AM This is the second time we have had
Cloning functionality - workflows, SLA and views and more....
Hi team, There a many time consuming tasks and action in Zoho Desk that could be easily and dramatically improved with a clone functionality. Is there any feature in the roadmap on this at all? Kind regards, Hasna Ben-Haddou Customer Experience Ma
Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools
Opening & working multiple tickets
We work in multiple tickets at the same time. Currently to do this, we have to open multiple instances of Desk. Is there a way to do this by just opening multiple ticket tabs within 1 instance of Desk?
How to Calculate Ticket count?
Dear ZohoSupport, We have SLA model like this; Customers can open ticket releated to their SLA packet, and SLA packet says that, for example this customer can open 30 tickets for 1 year, Customer has opened 10 ticket then we want to see that, "This customer
Feature Request: Re-order Tasks
The ability to re-order tasks once they have been created will be incredibly useful, rather than the tasks being ordered only by the time they were created.
custom modules export/import
I have created custom modules in Zoho Desk. I would like to double-check that custom modules cannot use the export/import function? I cannot find my modules option in the options.
Field Dependencies - Controlling child field display order
Hello, I have two drop down fields on the Help Center ticket form and use a Field Dependency on the parent field, to control the child field contents. Initially, I assumed the child options I selected would just be displayed in the order I had them sorted
View On list for client?
Hi Newbie here investigating Zoho for our business. Is there a way to have a "view only" display for our customers to see a list of their current tickets? I am basically looking for a way to be able to report back to clients what the remaining Open tickets
System default SLA descriptions can't be modified
The system default SLAs have identical descriptions for all SLA levels, but their settings differ. However, I am facing an issue where I cannot modify these descriptions and save the changes. The content of the description box can be edited but the changes
Desk doesn't work
We're experiencing problems with Zoho Desk. Tickets load very slow or show an error page. We're also unable to perform actions such as assigning an agent and other fields, and replying on a ticket also doesn't work. Can someone have a look at this p
Remove or hide default views
I'm looking to only have the views pertinent to my organization. Is there a way to show only my custom views (or separate them to a different area or something)? If not, this should be a feature as switching from Zendesk we had this option...
Desk Email reply - set default font / use custom font
Hello, in our e-mails, which we send to our customers, a certain font must be used (Corporate Design): Segoe UI https://en.wikipedia.org/wiki/Segoe#Segoe_UI How can this be included? How can this be set as the default font to ensure that this font is
Not able to generate OAuth token. Says Invalid redirect Uri.
I have been trying to generate the oauth token to make an API Call for using my ticketing system remotely from 3rd party. I am following all the steps thoroughly but still not able to generate the oauth token. Firstly I made the Authorization Request
Zoho Desk is down
Hello, It looks like Zoho Desk is down (not loading). See screenshot below for reference.
Something went wrong while loading your Ticket columns
Zoho Desk is not loading for my company trying here as I keep getting the voicemail off the phone support and no reply to my email ticket yet.
Sharing Knowledge Base articles across multiple departments
It would be useful to share some Knowledge Base articles across multiple departments where they are applicable, rather than having to go into other departments to find the article you're looking for. For example. Our reception uses the 'Admin' desk whereas our IT guys use the 'Support' desk, however both divisions would find KB articles about our company intranet useful. Reception does not have access to the support desk, so cannot see articles created in the Support KB. Perhaps you could install
Delayed messages
Hi everybody! I am testing Zoho desk under live conditions and I've noticed that messages somtimes are delayed for quite some time. While google mail forwards them without a problem, Zoho desk often seems to process them with quite some delay. (Example
Can Agents set their own personal notification preferences?
I cannot find where Agents can set their own personal notification preferences. Some do not want to be notified every time a Team is assigned a ticket, or when comments are made. I can't turn this off globally because many Agents must be notified. Please
Telephony external id in Zoho Desk
Hi, We are looking for a way to get the external telephony id in ZohoDesk. I see that Zoho CRM already has this feature: https://help.zoho.com/portal/en/community/topic/telephony-external-id-field-added-in-crm But my customer doesn't use crm. Only ZohoDesk.
users unable to view own tickets in help center
Hi, I am testing the self service help center in Zoho Desk. When user is logged in they have a button for submitting new tickets, but once the ticket is created there seems no way to see the ticket from the customer portal. I am always taken to the
ZoHo Support | Duplicate Ticket Detection
Hello, Is there any way Zoho can "read / detect" an already assigned ticket number in the subject header or body of the email? Example: Ticket [## 19662 ##] **URGENT** Ocean Quote - Normagroup Now, when someone who was in copy replies to this email or an RE: gets placed in the front of the email automatically via outlook, our system creates an entirely NEW ticket which is then prompting us to search our tickets for "similar tickets" to then merge them... We're spending a TON of time merging and at
Including Signature while creating a ticket in Zoho Desk
Hello, Is it possible to include the signature during the creation of the ticket? We have to copy the signature ourselves all the time! Thank you
Delete standard e-mailtemplate
Hello, Is it possible to delete or hide a standard e-mailtemplate? I would only like to show my own created e-mailtemplates to my staff. I only find a 'delete' option at my custom made e-mailtemplates, but the standard e-mailtemplates do not show this
API Scope for Layouts?
I added several lookup fields in zoho desk that seem to exist in the modules but they aren't appearing under Modules & Fields. I assumed some of the functionality might be broken, so I wanted to investigate the layouts with the API. When accessing desk.zoho.com/api/v1/layouts?module=ticket
How to avoid reopening of tickets on customer response.
Hello, I dont want a closed ticket to be reopened when the customer replies on it. Please help me to avoid this. Thank You.
Create email template for all department
Our objective: To utilize the same wording for all departments Currently: We have to individually edit each department's email template Question: Is there any easier way to edit email templates for all department?
How to create auto replies within Desk?
I would like to create automatic replies when emails matching certain criteria's are received. How can this be done?
Zoho Voice integration with Zoho Desk
Dear Desk team, I know that Zoho Voice has just been released but would like to ask this question as a few of my Desk clients would really be interested in this. Is a Zoho Desk integration with Zoho Voice on the roadmap? If yes, any information about
Scheduled Reports missing charts
I've scheduled a report in my Zoho Desk application. While looking at the report from a browser, it has the chart at the top and the supporting data underneath it. When I schedule the report and email it as a PDF, the report is missing the chart at the
Can't export all ticket from day1
Hello All, I had challenges when want to export all the tickets on the Zoho desk, the showing data was only around 365, and my work here wanted to export all of the tickets created on the Zoho desk it's around 5000 - 6000 tickets. FYI: I have tried from
What does the Email online/offline toggle do?
Can you explain what the Email online/offline toggle is for and does under a gents profile?
Email signature not being included if user creates ticket / sends email
When I create a ticket (send email), the signature doesn't appear to be added to the ticket. Can you confirm if this is the case? It would obviously be useful to include the user's signature even when sending a client an email and not only on replie
Round Robin: Incoming tickets when agent queues are full
Hi, We were testing Round Robin and noticed the following: If a ticket comes in and every agent's queue is full (i.e. their number of open tickets is equal to the threshold value), then the ticket remains unassigned. When an agent's queue opens up, the
Ticket default footer
It seems that the default footer in the ticket replies is "How would you rate our customer service?" I assume this is customizable but I can't figure out how
Ticket Response template/snippet
For a given ticket, there's activities. For tickets in my department I'd like those activities along with their completion status to auto-populate in the ticket body. In my use case, those activities will drive the progress of the ticket and for each
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