Register Today for our Upcoming Webinar - Extend and Scale Up Customer Service Operations with Developer Tools
Hello all, Here is a friendly reminder for our ninth session in the webinar series. Webinar Topic: Extend and scale up customer service operations with developer tools Date & Time (PST): December 18, 2023, at 11:00 am | Registration Link: https://zurl.co/ZrRTAllow author to select which languages for Auto translate on a per KB basis.
Auto translate works great for many KB documents. But some complex ones still need the human touch. It would be great on a per KB to let the author check off which languages to go ahead and let the system auto translate and which ones should be manualCustomers cannot receive e-mails from Desk
Hello, We have this issue with one of our support tickets. When trying to e-mail a customer, they do not receive our e-mails. When looking into it, I found this error in our support@ e-mail inbox: This message was created automatically by mail deliveryIs there a way to view closed tickets in status mode?
Hi, Is there a way to view closed tickets in status mode? Thanks,Zoho Desk iOS app update - Enhanced Contacts & Accounts Management
Hey everyone, In the latest iOS (v2.8.4) update of the Zoho Desk mobile app, we're introduced an option to add, edit, and delete Contact and Account within the app. With these new functionalities, you'll now have the power to make quick edits, add newZoho Desk Auto Reply from a default email address
Hello, I have set up two rules in Zoho Desk: 1. Assign ticket to whoever edited it - when an Agent replies to a ticket, they become assigned to it automatically. 2. 3 different auto reply rules based on holidays/business hours These rules have been setThe limit of Time has reached its maximum 15000
What does this failure mean in a desk custom workflow? jackFeaturecast Story 10 - Block abusive customers
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 10 - Block abusive customers How do you handle abusive customers? Abusive customers can be a nightmare for business owners and customer-facing staff. They can be loud, disruptive, threatening,GrassHopper VOIP Integration
Does Zoho Plan to integrate with Grasshopper to allow the Telephony hookup in Zoho Desk? If not, Can this be passed along for considerationZoho Desk custom functions to merge tickets.
We have a situation where we want to create tickets for alerts received from another PSA. The tickets are currently creating fine, but the replies received to that ticket is not getting merged. We tried using custom function "Auto Merge Tickets with identicalTicket Status - Color code
Has it been discussed to have a color code system for ticket status, or is there a view that is already built in that I may be over looking? I know like it Zoho Projects with the statues we can color code them which makes it easier to look at over all status and it could be very helpful when i am looking at a view with all open tickets to have them color coded by status in a listing view. I have included a mock up to visualize what I am talking about. Just curious if this has been requested beforeShared Snippets Everyone
Hi, Now that the Shared Snippets have been released and I think will be the most used feature implemented in 2023 :) Creating and Using Snippets in Ticket Responses - Online Help | Zoho Desk Maintain consistency in ticket responses with shared snippetsTicket Attachment
Hey, In the Ticket form Layout, Is there an way to have multiple attachment fields. Let's say 2 different options one for images another for videos or documents."Display Tickets from private departments in the Help Center" and "Show departments list page on choosing to submit a ticket" don't works in my environment Zoho One
Hello, I've set up a help center with a public department and several private ones. In the help center settings, I have validated the following 2 options: - Display Tickets from private departments in the Help Center - Show departments list page on choosingCierre de Ticket En espera, luego de 24 horas
Hola. Actualmente veo que no puedo crear una regla cuando el ticket se encuentra en espera por 24horas. Este cierre de manera automática. Ya que en el personalizado de la fecha, seleccionas una fecha/hora en específico pero no las 24 horas que el ticketZoho Desk iOS app update
Hey Zoho Desk Community, In the latest iOS (v2.8.3) version of the Zoho Desk mobile app, you can now respond to customer requests that come in through Instagram Posts and Direct Messages. This update also provides support for replying directly to specificHow to send emails from a ticket via deluge script
We are planning to send an email from a ticket via deluge script how can we do that?Create a workflow to merge duplicate tickets
My backup solution will send me automated emails whenever a workstation goes from a status of "healthy" to a status of "troubled", and then send me another email whenever they go back to "healthy". I have it forwarding these to my support inbox, and itRemoving one commend or thread from a ticket
Hi, Sometimes, and against our warnings and disclaimers, our users still send a password in a ticket. Is there any way to delete that thread/comment within the ticket, which contains the secure data? Currently, we are forced to inform the user of it,Missing Zoho Desk Data in Zoho Analytics
Hello, we have problems with the synchronisation between Zoho Desk and Zoho Analytics. We don't have general sync issues, it's individual records that are present in Zoho Desk and not showing up in Analytics. Of course, we have already tried to startAll emails out of desk bouncing back as undeliverble
As of about 3:45 pm central US time, all of our outgoing emails from desk began bouncing back as undeliverable. Contacted Zoho support who could not find the problem. Our email accounts are sending emails just fine from outlook. Is anyone else experiencingWe're revamping how you name custom fields.
Dealing with APIs and custom fields on a regular basis can prove to be tricky. When you create custom fields using an API in the back end, these fields are replicated in the GUI of your Zoho Desk modules. The labels your developer gives to every customAssign tickets to agents in a defined sequence
Hello everyone! Assignment rules in Zoho Desk provide an automated mechanism to distribute tickets among agents based on predefined criteria. This ensures a streamlined and efficient way to manage customer requests. Currently, there are two types of rules:Zoho Desk's Instant Messaging | Feature Update | Status and Notification Settings
Hi All, We have some helpful new features to highlight in Zoho Desk's IM module. Set your status as online or offline Instant Messaging has become one of the most popular tools for delivering customer support. One of the most simple, practical featuresUsing SMTP to manage outgoing email via an O365 shared mailbox
We use Microsoft 365 and would like to start using their SMTP to manage outgoing emails for our various Zoho departments. The issue we're running into is authentication - since each department is built using a shared mailbox, and shared mailboxes don'tNew to Zoho Desk -- Layout versus ticket template
Are ticket templates just subsets of layouts? I'm still a bit confused as to what the difference between the two is.Filter Emails Based on CC'd emails
3 years ago, a user submitted a question about having a filter based on the BCC (here). I'd like to know if there is an update for the said feature. I'm trying to create a filter using the CC field or the other recipients of the email. Is this now possible?Update Comment Field via Macro
Is there a way to update the comments in a ticket, via a macro? I see how to update the resolution via macro, but I cannot see a way to update the comments. Am I missing something?Confusing Ticket Views for End Users
The tickets' statuses don't necessarily equal the VIEW choices for the END USER in the self service portal. For example, what's ON HOLD for AGENTS is actually AWAITING INFO for the END USER. More specifically, when the AGENT needs more info from the ENDHighlight Field in ticket information sidebar
Hi, we have a custom field, that get the data (support stop date) from the products. Now I want to validate this field and if the date is older than the current date this field should be highlighted. See the attached picture for clarification. Is thisZoho Desk integration to Books, CRM, Inventory stopped working.
Wondering if it's just us. I don't believe any security permissions were changed in our tenant, however after nearly a year of using these integrations with desk it has stopped working stating "Insufficient Privileges to perform this operation. ContactSLA configuration
Hi, I am currently configuring a SLA in our Zoho Desk instance and I can't find the setting, how to define a fixed resolve time. The use case is the following: If a ticket is created and the customer has no SLA set a resolve time 15 days after and theLink Invoice/Estimate to Ticket
Hi, is there an API that can link a zoho invoice or estimate to a ticket? I have a number of custom processes that create an invoice and estimate for customers and I want to link them to a ticket so that they appear in the Invoice tab of zoho desk.Is there an ability to keep the status field unlocked while having an active blueprint?
Hi, Is there an ability to keep the status field unlocked while having an active blueprint? Thanks,Zoho Desk's ASAP announcement | Help customers find the content they need
Hi All, The expeditious Zoho Desk's in-article search for ASAP mobile SDK is here! Users can search for words or phrases within a specific article to find the most relevant content based on their circumstances and the issue they're experiencing. For example,Managing en administrate prepaid hours to cusomer in zoho desk
Good day, As a Digital Agency, we have been looking for a solution for some time to administer and communicate pre-purchased hours in Zoho Desk. This is a solution where: A pre-purchased number of hours can be added to a project or organization The remainingChange assignment from a Team to an Agent when edited by said agent
Hello, I am trying to create a setting/workflow for the below. Tickets are created when a SalesIQ chat is missed or someone emails our mailbox. These are auto assigned to the Support Team. We would like the ticket owner to change when the ticket is edited,Remove Signatures from emails to ZOHO support desk
Hi There Is there now way for you to automate the removal of signatures when i email your support email? our signatures are dealt with at organisational level through mimecast , so i have no control over it, but I am not confortable having all my contactZoho Desk's ASAP announcement | Introducing the only text-to-speech app you need
Hi All, We're happy to announce the release of a highly anticipated feature for Zoho Desk's ASAP mobile SDK: The one-click text-to-speech (TTS) function for mobile applications will increase accessibility and make it easier for users to get support. TurnProblem on a Workflow
Hi all, based on this answer: https://help.zoho.com/portal/en/community/topic/loop-with-other-ticket-system we have a problem if the process includes multiple criteria (see the screenshot): If we have only point 1 and 2, the workflows works properly.Next Page
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Auto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensureAutomation#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 #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 #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 Terence
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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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