Export Agents' Permissions as CSV (or Excel)
Hello, I want to have a list of all agents in Desk along with their permissions (thus based on their profile), but I can't seem to find a feature for that, like an Export button most of today's tools have. All I can see is the agent list from Setup >How to stop contact notifications to a closed ticket?
When a Contact replies to a Closed ticket, we have a Workflow/Rule/Alert/Email Template asking them to create a New ticket. However, they are still receiving the "Acknowledge of Reply" notification. I need to stop this auto-reply but only for Closed tickets.ZOHO Desk Extenstion - Getting Account ID
Hi, I am trying to create a simple extension for ZOHO desk so that our team can quickly navigate to the accounts and contact records in ZOHO CRM that are linked to the ticket. I have gone through the API documentation but cannot seem to get it to work.Is it possible to generate a report with data greater than 6 months old?
I'm trying to generate a report of all open tickets assigned to engineering but the start/end dates limit me to the "Last 6 Months." We've been using the system longer than that and have open tickets that are older than 6 months but cannot generate aPossibility to insert Portal KB Links while authoring/creating KB articles (Add KB Article portal links from within other articles)
Hello, while writing a Knowledgebase article in Zoho Desk, sometimes it becomes necessary to make reference to another article. Currently, it is necessary to search for the article on another tab or on the User Portal and then paste the link. This makesASAP API - Readonly Field
Hello, I have created a new custom field to show in our ASAP widget to store the URL of where the request is getting made from. I have this getting populated by using ZohoHCAsapSettings and is working as expected. The thing is, I would like to make thisMacro to Delete Ticket and Prevent Sender Email Address from Creating any New Tickets
We receive a lot of general emails to our support@ email address which all end up as tickets in Desk and I would like to prevent this. My idea is to create a macro that would delete the ticket and prevent any new tickets from being generated by the sendingMultilingual Helpcenter : Ticket Fields require multilingual field definitions
The new multilingual help center also includes the ticket submission feature which includes the ticket layout fields. These fields don't have any multilingual description options at the moment. The layouts which interact with the helpcenter should also present the options to have multilingual field descriptions.Import CSV to update a ticket's information
Hello, is there a way for us to upload CSV with ticket information (Ticket Id, Contact Name etc) and update its information, or can only obtain it via API? Like how Import Data works (though it's creating a new record). Looking for a way to import dataIs there a limit to the number of users that can be registered in the Help Center?
Is there a limit to the number of users that can be registered in ZohoDesk's Help Center?Bulk update Archived Ticket
Dear All We would like to update the "Category" values to the new filed. We found the archived Ticket seems to be don't support the bulk action. Do we have any way to update it. Finally, we would to generate a report for our ticket system. Regards IUnderstanding response time
We have the following set up for our SLA. When a contact first writes in, the response due and resolution due dates are set. When one of our agents responses, the response due goes away. When a ticket gets a response from the contact, it appears to resetCopying Rules and Customization to other Departments
Is there a way for me to copy over rules/workflows/fields or other settings and customization from one department to another? This will make it a lot easier to implement rules and settings that is universal across departments.SAML Single Sign-on for Help Center
Hi, can I use saml sso for help center without identity provider (IdP), such as generating auth_token, then saving the auth_token on my website to use as login token to help center? is it possible for users/customers (not internal users) to sign up/signFeaturecast Story 1 - Canned Messages
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 1 - Canned Messages Have you been Canned yet? Do you ever get tired of typing out the same responses again and again, all day long? Especially for your customer support teams. Canned messages,Email forward except specific sender addresses
We have 1 email address connected to ZohoDesk. All email is forwarded to Zoho on the email server. A lot of email is coming in, which are turned into tickets. The automatic numbering increases very quickly. I have specific email addresses which i don'tZoho Desk | ASAP update | Deliver unparalleled customer support in your Flutter-powered mobile app
Hello everyone, We are happy to announce that we have adopted the ASAP SDK for Flutter apps, a highly preferred framework for mobile application development. Businesses have realized the critical importance of attracting customers through mobile channels,Attach images to new Zoho Desk ticket
Hi all, I am trying to attach images to a ticket. I am using PHP and the Desk API and am able to create the ticket fine. When I try to attach an image using the below code, there is nothing in the response.. it is just empty and nothing is attached toType Account
We are a company that offers different types of support to companies, we would like to be able to identify the companies to which we offer different types of support, as seen in the image, at the same time we would like this crown to be able to changeREQUIRE minimum time entry
We expect all of our tickets handled by agents to have a minimum time entry of 15 minutes. There doesn't appear to be any way to enforce this in Zoho Desk, so if an agent closes a ticket and forgets to add their time, it doesn't get caught until reportArticle Answer cannot exceed 16 MB.
I was uploading an user manual trough html but it looks like an Article Answer cannot exceed 16 MB. Could this be increased to 60mb as our max html file is like that now? Or is this something than cannot be done?Unverified Sender Warning
For the past few days we have been getting Unverified Sender warnings on every incoming ticket. Please adviseZoho Desk app update - iOS
Hello Everyone! In the iOS version of the Zoho Desk mobile app (v2.7.5), we have brought in support for Vietnamese as an app language. You can update the app to its latest version either by directly going on to the App Store or by accessing the linksTime spent at each status
Parts of the KPI we use is the time a ticket stays in each status, Is there a way without using manual time tracking to do reporting based on this information?Data migration (ticket) to Zoho Desk
Hi, If we will import old tickets from external system, all these tickets will carry the same ticket number after imported to Zoho Desk? Understand that Zoho Desk do not support alphanumeric ticket number, what if these tickets from external system containsSignature from Zoho Desk is not displaying correct in MS Outlook
Hi! We have rebuilt our company signitaure in HTML with a table and import it for each Agent by the API inZoho Desk. In the table rows we have inline style tags like line-heigt: 1.5; This is displayed correct in the Web browser but not in Microsoft OutlookBilling Preferences per Account
Hello, We are trying to setup Billing Preferences in Zoho Desk to set up a different pricing per account. We charge different pricing per hour per customer/account. Account A = 100 per hour Account B = 125 per hour In the Billing Preferences in Time EntryExport to excel stored amounts as text instead of numbers or accounting
Good Afternoon, We have a quarterly billing report that we generate from our Requests. It exports to excel. However if we need to add a formula (something as simple as a sum of the column), it doesn't read the dollar amounts because the export storesUsing Google Font's with Zoho Desk's Helpcenter
Hi, How do I use Google Fonts with Zoho Desk's Helpcenter? I've added the tags into both Header and Footer, as well as via the CSS as a CSS import, but none are working. Thanks for your help,No atricles in customer portal knowledge base
When I go to the customer Portal and select knowledge base no articles can be found. Even though I have created articles in the help centre.Send Email Notif after Alloted Support Exhausted
Hi Zoho Team, Requesting for your kind assistance if this use-case is possible as Function in Desk.Google Search Results returning a tag page
One of the google search results that we are getting when users search for "Payroll" is a page from the KB, but it isn't an article, it's a tags page: https://url.com/portal/kb/tags/<tagname> <---in that format. The payroll keyword isn't included on anyZoho Desk app update - WhatApp Templates - Android and iOS
Hello Everyone! In the latest Android and iOS version of the Zoho Desk mobile app (Android v2.6.10) and (iOS v2.7.4), we have brought in support for WhatsApp templates in Instant Messaging (IM). With WhatsApp templates, the agents can send templated responseswrong number of tickets
What is the composition of the number of tickets under "All tickets"? (Company level) In the example, 98 tickets are displayed - in fact, only 79 tickets exist.Custom field mapping to Jira
HI Zoho It would be reallly usefull if when a ticket in Zoho desk created a Jira ticket that you can map custom files from or default fields from Zoho Desk to the Jira Item. In our case we would like to be able to map 1) Customer account 2) Region (customI have an Error while Forwarding my Email
Hello, Mail forwarding does not work. I use Outlook and have an email address as support@xxxx.com and set up a forwarding rule to zoho desk (support@xxx.zohodesk.com) (support@xxx.zohodesk.com) I followed all the steps on this article however, when IMy Open Tickets View Not Working
Hello! We are seeing that the My Open Tickets view has changed to now include ALL open tickets, not just ones assigned to that agent. Has there been an update recently that would have impacted this functionality? Or is there a bug currently affectingRequest: Ability to clone templates
It would be a great feature and a huge time saver to have the ability to clone templates to other departments. It becomes very cumbersome when you manage over 12+ departments. Thank you!Can we custom Trigger ASAP
My company has a web app and are exploring the ASAP functionality. The problem that we have is that the floating button does not work with our app as it will cover CTA's and other points of information. I am wondering if we can custom/manually triggerZOHO desk Not working - Onlinesales.ai
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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#22 Track Ticket Duration at Specific Status
Hello Everyone! Welcome back to the Community Learning Series! Today, we explore how Zylker Techfix, a gadget servicing firm, boosted productivity by tracking the time spent at a particular ticket status in Zoho Desk. Zylker Techfix customized Zoho Desk’sCelebrating Thanksgiving: Honoring Customer Support Heroes with Zoho Desk
Thanksgiving is a time for gratitude, reflection, and appreciation. As we celebrate this thanksgiving, it’s important to recognize the unsung heroes of customer service—the Agents who tirelessly serve as the bridge between the organization and the customers.Improve Collaboration and Communication with Mass Comments
Hello everyone, Customer service is a dynamic space where agents are often required to collaborate with other teams to resolve customer issues with quick and accurate solutions. For example, imagine multiple customers raise tickets stating that they areIntroducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child
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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 theUnable to change the "credentials of login user" option when creating a connection
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,Request 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 asHow to add Zoho Desk ASAP to an Angular application
We are currently trying to add the Zoho ASAP widget to our Angular application. We have some questions regarding this process. What is the proper way to add the Zoho ASAP widget to an Angular application? Should we just put the embeddable script insideUse color coding for picklist field values to enhance visual representation
It's easier and more efficient to manage a large volume of data in a ticket or other custom module records, such as ticket priorities and issue types, when you apply clear visual distinctions through color coding. Color-coded picklist fields allow users
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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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