Help Center | Time to bid farewell to the RAuth (Remote Authentication) mechanism
Hello everyone, Deprecation of Remote Authentication mechanism The Remote Authentication mechanism for the Help Center will soon be deprecated, so we request that all existing users who depend on it migrate to JWT or SAML as quickly as possible. In today'sMaking one department's tickets availble to all end users
I appriciate this request may be a very specific use-case, but here goes. My company will be using desk as an internal helpdesk for various departments (2 to start with) People (aka HR) Users will submit personal requests to the People team re pay/contracts/employmentDelete 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 thisComment Pinning
Hi Zoho Community, We request to add this new feature - COMMENT PINNING. This will help us pin an important comment atop from incoming/outgoing threads instead of adding new comments that will be flooded with new threads. Looking forward from your updates.Hide WhatsApp Icon in Tickets
How can I hide the WhatsApp icon in the Contact Info of a ticket? We do not use it and I don't want to confuse my agents.Can not get Custom Module to show in Layout
I have created a custom module called "systems" and have added it to my required layout. But I can not get it to actually display to the help center end users : If I click on the gear then there are no options for permissions, I've gone through all ofDisable translation of e-mail messages in web version of Zoho Mail
Hi, Recently when I open e-mail messages I get a ribbon offering me to translate if the contents of the message is in a different language from my interface language. I am OK reading [and I do receive] e-mails in multiple languages, so I don't need translation.Unable to retrieve Ticket activities
I have the following scope, Desk.contacts.all,Desk.products.all,Desk.settings.all,Desk.basic.all,Desk.tickets.all,Desk.activities.calls.READ , Desk.activities.events.READ , Desk.activities.READ , Desk.activities.tasks.READ , Desk.calls.READ , Desk.tasks.READSpecifying Today in filter criteria
In looking at custom views, I can't find a way to specify "today" (or now or whatever) as part of the filter criteria. My initial look suggests I can only hardcode a date. I found a post here that asked for this 6 years ago but nothing indicating this400 Bad Request
Dear Community, While accessing the Zoho desk via my custom domain, The webpage returns with a 400 Bad Request error. Kindly, guide me to resolve this issue. Best Regards, Manoj KumarTickets not appearing without Refresh
I have a user who is not getting tickets pushed to his account. He has to refresh the screen to get ticketscustom module in crm be linked to desk ticket
we have an asset custom module i would like all assets assigned to an account to be seen by the contacts on desk so the can link a ticket to an asset that linked to the contact or the account say a laptop assigned to them or a communal asset like a projectorZoho Desk - Search Account
Good morning, in Zoho Desk is possibile to show account address instead of phone number (img 2)? We have multiple account with same name and phone number is an useless information for identify right account, address is more usefull and a more readableEdit Department notification "To" properties
I'm looking to edit the Department notification that alerts all agents of a given department when a ticket is moved to their department. Rather than notify all agents, I'd like to only alert the Support Administrator(s) of the receiving department. IsZoho Deluge Help - Search Records on custom field value
I have created a function that searches for tasks on Zoho Desk based on a custom field. When executing the code, it fails with the following: {"errorCode":"UNPROCESSABLE_ENTITY","message":"Extra query parameter 'cf_ticket_scheduled_date' is present inZOHO DESK guided conversation responses
Hi I have been using a block with customer rating for our whatsapp integration. It works, customers can rate us... But what can I do with those ratings? Is there any way to link it to the actual customer satisfaction module? Or is there any way to haveGetting a notification when a new article is being posted on KB (Knowledge base)
Hello Community. I've been using Desk for some weeks now (with great pleasure ;-) ). I've been asked by my people if it was possible to get an email notification when a new article is being posted in the KB. Is that possible ? I don't see an option. ThanksBuilding Extensions #5: Configuration setup while building extensions - Part 1
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. With our series of posts so far, we have introduced you to our development environment setup (Sigma) to buildGuided Conversations: A catch up on self-service
From ordering food by scanning a QR code to booking an appointment at the doctor's office without having to talk to anyone, we all appreciate being able to get things done independently. This is why it's an unspoken requirement to make customer serviceInitiate meetings from the Tickets interface using Zoho Meeting extension
Hi everyone! With the new integration between Zoho Meeting and Zoho Desk, you can now easily schedule and initiate meetings directly within the ticketing interface, without the hassle of switching between different platforms. This integration empowersTicket/email attachment automation
Is it possible for a ticket to grab any attachments included in the email chain(s) and add them as ticket attachments? Or at least is there a better work-around than saving attachments to a workstation and then uploading them to the ticket? What is the best workflow others have found to include files sent to and from clients in tickets?Export blueprint as a high-resolution PDF or image file
This would be a good feature for organizations that want to share the blueprint process with their employees but don't want them to have access to the blueprint in the system settings. At the moment all that users can do is screenshot the blueprint orExporting to a new Zohodesk
We need to do a data migration from our ZohoDesk to our client's ZohoDesk so they will get the emails, threads, and comments + chats that were populated from SalesIQ. How can we do this seamlessly?Undo article like/dislike
It seems to be not possible to undo your like/dislike for an article. Would be great if you can. Kind regards, HelenCustom 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 thisZoho - 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 totalOnline 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 andSlow 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 hadCloning 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 MaLive 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 toolsHow 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 customerFeature 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 sortedView 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 ticketsDesk 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 pNot 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 RequestZoho 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 installNext Page
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Announcements
Automation #6 - Prevent Re-opening of Closed Tickets
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Typically when a customer submitsAutomation#23: Automate Guided Conversations in Zoho Desk with Business Hours
Hello Everyone, This week's edition introduces a custom function designed to automate Guided Conversations in Zoho Desk, based on your business hours. With this feature, you can align the bot's behavior with your business schedule, ensuring a smooth andAutomation #7 - Auto-update Email Content to a Ticket
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Email is one of the most commonlyAutomation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have TerenceNew features and improvements in Desk's integration with Zia powered by GPT
Hi everyone, We’re pleased to announce several new enhancements in Zia Powered by GPT integration. These updates bring more customization options, improved response generation, and additional language support. Below is an overview of the enhancements
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How to add footer in the custom widget
I am creating my custom widget for ASAP integration in Moodle as i only need knowledge base and submit a ticket there in the moodle, There was some translation issue in default module widget now i found the way to create separate widget and show in theRequest for Custom Script Support in Help Center
We would like to request the addition of custom script support in the Help Center, similar to the functionality provided by Zendesk. This feature would allow administrators to customize their Help Center with scripts for enhanced functionality, such asAnyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!Twilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving callsNeed help: Different email notifications for manually created tickets vs email-generated tickets
We're trying to set up different email notifications based on how tickets are created in Zoho Desk: When a customer emails us, they should receive the standard "Acknowledge Contact when a new Ticket is received" notification When our staff manually creates
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Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, GreenEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-importantLive 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 tools2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
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