Names displayed in lowercase
When a ticket is submitted via email, Zoho Desk picks up sender's name, but displays it in lowercase on the ticket. Is there a way to prevent it and displayed it properly? Example: Email is sent to our support email address with: From: John Smith < johnsmith@example.com>
ZylkerShop: Building a Thriving Community
Hello, everyone! This week, let's discover how Zoho Desk's Community module empowered ZylkerShop to get their customers talking. We’ll dive into the tools and insights that helped them connect with their audience on a whole new level! ZylkerShop set up
Stay informed with API Usage Alerts
Hello everyone, We have introduced API Usage Alerts, a new feature designed to manage API usage more effectively. This feature ensures users receive notifications when their API usage reaches a set threshold. This enables admins to promptly address the
Overview of all activity in tickets / threads
Hi, I'm wondering if there is a possibility to create an overview of alle activity in DESK? By all activity I mean, all comments, posts, replies, new tickets, etc...? With the purpose for a manager to have an overview of what is happening in DESK, without
In focus: New privacy and security settings in Radar
Hello everyone, Welcome to the third edition of Radar In focus series. In this instalment, we're discussing Radar's new privacy and security settings. The advent of mobile help desk apps has changed customer support in numerous ways. Along with providing
Scan and upload documents to tickets, comments, and activities
Hello Everyone! To give effective support to the end-users, agents often have to attach information or documents such as an invoice or purchase order. The Zoho Desk app allows the users to include such important details in the form of photos, files, voice
How can I create a view on tickets followed?
In Desk, there does not seem to be an option to create a view to filter out tickets which the agent is a follower on. Can this be achieved?
API for drafting an email for zoho support tickets
Hi, Is there any ZOHO API available for drafting an email for zoho support ticket.? Please let me know if there is such API. Thanks Shams
Merge Fewer Work Tickets
Every time someone emails our support email it automatically opens a new ticket. However this email is getting used a lot and multiple tickets are being opened for the same issue. Is there a better way to streamline this so we aren’t having to spend as
Parentwindow reference error
Hi, I have a use case where I would like to embed an iframe in the Zohodesk layout and open our application from inside the iframe. Using this iframe I can do various operations using Zoho Desk API.So, I created the extension using Zoho Desk Extension
Zoho Desk Ticket Properties
Hi Zoho Team, Checking on this if we have another outage on specific ticket module under properties. **Some of our departments aren't affected.
Agents unable to view ticket content
For the past hour and a half users who submit tickets and agents are unable to view the ticket content. When a ticket is submitted the user gets a forever loading screen, and the agents only see a "Something went wrong" error
How do I edit the auto response we send to clients when they send an email and a ticket is opened?
Hi, we have set an auto-response email that every client gets when he\she sends an email and a ticket is opened. I'd like to edit the wordings of the response, but cant find it in settings->Automation.
The Knowledge Base: Your One-Stop Information Hub
Hello Everyone! As we celebrate Deepavali, the festival of lights—a time when our homes and hearts glow with warmth and joy—we at Zoho Desk wish to bring the same light to your customer service. With our Knowledge Base module, we aim to illuminate your
Organizing Knowledge Base Content with Accordions and Tabs
Hello everyone, Breaking down extensive content into bite-sized information improves comprehension and readability. Proper organization and structurization of content is vital in helping readers understand. We have tried to implement these factors in
Automation to upgrade priority of ticket in desk after 60 days/Custom Functions in Zoho Desk
I am trying to have a ticket automatically update its priority to high once it has been open for X days. I figured I could do this with a custom function, but I can't find much documentation to help me grab the correct fields in my ticket. I have used
Assign a Lite Agent or Regular Agent to Account
We need to be able to assign an Agent (preferably a Lite Agent since all we will give is read \ view access). We generate Monthly bill reports for Accounts that are emailed via Advance Analytics. When the accountants see a charge and want the details,
Set Status when replying
When sending an email reply (to a ticket), is it possible to automatically set the Status at the same time i.e. with one click? I previously used Zendesk which did this by providing options like Submit as Open; Submit as Pending, Submit as On Hold
Zoho Desk Autumn Release - 2024 — Post 2
Continued from Zoho Desk Autumn Release - 2024 - Post one Automation Reply directly from the IM channel during specific blueprint transitions Agents can respond to a ticket through an IM channel right from within the Blueprint. For instance, if a customer
How to change the ticket layout when manually opening it?
I need to change the ticket layout displayed while opening it. I already have the ticket field I want to be filled, but I cannot display it during the ticket opening process. Just to be clear, I am referring to the ticket opening process inside the Zoho
WhatsApp and Desk ticket integration not working
Good morning, We have integrated WhatsApp for Business into our Zoho Desk and we are able to have conversations with our clients without any problems. We are also able to raise a ticket from a WhatsApp message, however this is where the integration seems
Customer Service Level report
Hi, Is there a plan to have Customer Service Level report available to the Customer to download? i.e. a customer facing report that provides key data on tickets. per status per product domain, per user, % resolution etc... Thanks, Hasna
zoho.desk.update doesn't change 'reply to' when changing Contact
I have a creator script that sends a Form to Desk for stuff like setting up new employees etc.. Due to new email restrictions, we can no longer fake the 'from' address so it must come from one of our emails, like 'support@domain.com'. So I developed a
Application of zoho.adminuserid parameter in deluge
I want to use the sendmail function in Deluge, but when I call zoho.adminuserid as the sender, I found that the email address is actually my account’s address. I’m supposed to be just a regular user account, and after checking the Company settings, I
Can I trigger an action in an extension using automation in Zoho Desk?
I have integrated Zoho Survey in Zoho Desk. I'm wondering if I can create an automation that would send a survey based on the classification/category of a ticket when it is closed. Is this possible?
Improved User Identification and Ticket Association in Guided Conversation Flow (Chatbot)
We’d love to see some enhancements in Zoho Desk’s “GC Flow” to streamline ticket management and improve user support experiences. Here’s the idea: Currently, when users enter information like name, email, or company during a chatbot session, this data
Escalation Notifications via Slack Integration
Hi, Per my understanding of the settings in the Slack Integration, I am able to set it up to notify when an escalation trigger has been started, is that correct? I have done some testing and I can only seem to get it to send the escalation notification
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!
Urgent Issue!!!!!!!! : "You are not authorized to access this resource."
Hi support team. Thanks for your api service. When I call the "Call Search API" of the zoho desk API In order to call this api, I added these "Desk.activities.calls.READ , Desk.activities.READ , Desk.calls.READ" into the scpe. Other apis works well. How
Not able to SEARCH CONTACT over DESK API
I am trying to use search contacts over the api, using the endpoint https://desk.zoho.com/api/v1/contacts/search is returned the error { "errorCode": "FORBIDDEN", "message": "You are not authorized to access this resource." } I tried to use AuthToken authentication and also the OAuth with the following SCOPES: Desk.search.READ , Desk.contacts.READ, both returned the error above, but only for the Search resource, any other resource is working fine, I can create Contacts, create Tickets, etc. any
Blueprint transitions are compatible with IM tickets
Hi everyone, We are excited to announce that Blueprint transitions are supported for instant messaging (IM-related tickets in Zoho Desk. This is designed to streamline the process for agents managing IM tickets, making it easier to engage with customers
Zoho Books and Zoho Desk Billing Time
Is there a way to integrate Zoho Books and Zoho Desk so when an agent logs time on a ticket, a client can be billed for the time. worked. Thanks, Cameron
Zoho license.
I have an issue with my Zoho license. I have the Standard plan, which states I can create up to 10 departments, but I'm only able to create one; it doesn’t allow me to create more. What can I do to resolve this?
Help Center Mixed Access Settings
Is there a way to give some Help Center End Users access to all of the tickets on the account (like managers), but other users access to only their own tickets? Thanks!
Zoho Desk Help Center User Personalization
Hello, I would like to customize my Zoho Desk Help Center portal so that users can see personalized information about their customer profile using widgets or extensions. For instance, I want to display the user's service plan status, products they've
Integration with Zabbix
I need to integrate Zoho Desk with Zabbix so that when an alert is received, Zabbix creates an automatic ticket. Additionally, the ticket should only disappear when the alert is considered resolved. Has anyone ever done something like this?
Block Duplicate Phone Numbers?
We provide more phone support than we do email support. As a result, we do not collect many email addresses. Desk prevents duplicate contacts by checking email only. We need to check for duplicate phone numbers also. A solution we found is the following
Can the Time Added Successfully notification be moved or disabled when saving Ticket Information in Zoho Desk?
Currently, the notification obscures other buttons such as the Comment and More Actions buttons. This notification eventually goes away but causes slowness in ticket creation due to this notification.
Zoho Desk integrates with Qntrl for effective task management
Hello everyone, We are happy to announce that you can now integrate your Zoho Desk account with Qntrl. This integration provides an effective way to manage tasks, collaborate, streamline processes, and deliver projects on time which helps to collaborate
Need clarification on Execute on Customer Reply in Workflows
We have implemented a workflow rule that will split responses to tickets closed older than 7 days to a new ticket but we are finding that in some situations this doesn't appear to be working properly. A customer will respond, it will go into the original
Next Page