Presence of draft messages are not obvious
I can't count how many times this has happened to me. It's at least 20 or 30 times. I go to compose a message to a customer on a ticket, I think I hit "send" but maybe it didn't register, or I moved off the tab for another task and then closed the tabSend email to slack when status has changed
Hi. I have created a new status of invoice. What I would like to do is send an email to slack when a ticket is changes to invoice from open can anyone advise how I would do this, thanksNew enhancement in the latest version of the Zoho Desk Android mobile app
Hello, In the latest version of the Zoho Desk Android app (v2.6.6), we have brought in the below enhancement. We have implemented the layout and validation rules for quick actions in the Activities module for tasks and events. An intermediary screen hasTicket owner = Ticket creator in template
When creating a new ticket template, we should be able to set the Ticket Owner as the ticket creator. This would auto assign the ticket to whichever agent uses the template. Is there a way to add "Ticket creator" as an option in list of choices for TicketZoho Desk / Jira Integration
How do the defaults for the fields get set when creating a new issue from a ticket? We have tested extensively and cannot find a rhyme or reason to what is set for the priority field and others. We had three users open the Issue creation screenAdd CC in a worflow
Hi, I want to create a workflow to add a specific contact in the field CCs according to the account name, but the field CCs is not available in the list. Is there an other way to automate this action?Add CC contact in Workflow Alerts
Is there a plan to add the cc contact in a workflow alert? I have a workflow that sends an email alert to the contact when a resolution is added, but I would like to include the cc'd contacts as well. Perhaps there is another way, I am open to ideas. I use workflow due to the criteria where the Closing a ticket contact notification has none.Anyone Using Zoho Desk for Repair Staff?
We are considering moving to Zoho One, and I'm wondering if anyone is using Zoho Desk for repair staff. We have a staff of service techs that repair tools, either for free or for a charge. Zoho Desk seems more designed for online support. Is anyone usingZoho Desk is extremely slow
Our organisation is using the enterprise edition of Zoho Desk and the performance of the system today is unusable, it takes 40 seconds to open a ticket and it may not even load the information in the ticket. This is creating a huge backlog of work forZoho Desk very slow
Desk is pretty much unusable, Very slow. Some screens dont come back at all. We had a similar problem on Saturday. Getting customer calls that we are not responding to their tickets.Knowledge base w/ search capability across Zoho apps
Hi, I use multiple Zoho applications across Zoho suite. I would like to understand what others, in similar situation do to centralise knowledge. I mean the notes and comments from resolution of issues in Zoho Projects, Resolution and issues in Desk, potentialGet requestHeader value
Hi guys, I need to get requestHeader value from third party API. Now I'm getting only response, responseHeader, and status by using below request. let <variable> = { url : <url>, type :"GET", data : {}, postBody : {}, headers : {"Content-Type" :"application/json"},Mail forwarding does not work correctly
Hi, we use the external contact solution: MS Exchange 2016 with distribution group and the external zoho contact included. Internal messages will forwarded correctly. external messages does not work really. Some mails get reach zoho desk some mails doesGet time entry for Account?
I was looking into a way to get the time entry pet account for report/billing purposes. But using a custom function to get the Account information.Using this for the time being: response = zoho.desk.getRecordById(orgid,"Accounts",accountid); It doesn'tSubject Line Limit When Making New Ticket vs. Adding to Old?
I'm having an issue where Desk is taking what should be a new ticket (different subject line) and just merging the message into an existing ticket. We get invoices sent to an email address that goes into Desk. The subject line will be something like "APCAnnouncing the Happiness Rating 2.0!
Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates. Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below theCreate ticket in a past via API
Hello support team, I want to create tickets via your REST API for Zoho Desk. Is there a possibility to create ticket with a time in the past? JSON what I want to send, for example (year 2012): { "contactId": "1999xxxxxxxxxxx3011", "departmentId":Column Definitions
I am looking to find out the definition for each column in the Desk reports as some are obvious but some are not. Is there a list of these somewhere that I am missing? Examples of the types of columns I am referencing are shown below in the image.Bullets and Numbering in article editor
Is there a way to remove bullet/number formatting for a line in the article editor? I found two ways to do it: Decrease indent until it is gone: Very much a pain since no shortcut (that I know of) and pull down menu to get to it. Clear formatting: problemZoho Desk Whatsapp Integration
Dear Community, We having issue to integrate Whatsapp under our Zoho Desk. We have follow the guides and understand zoho desk support Embedded sign-up. https://help.zoho.com/portal/en/kb/desk/support-channels/instant-messaging/articles/integrating-whatsapp-with-zoho-desk#What_is_an_Embedded_SignupCases Customer Happiness Rating Form editing
Hello, we want to hide the name of the agent in the form that appears in our mix after the selection is made in the customer happiness ratings survey, in short, we could not find where to access this form to edit it.Missing "Item Count" in DESK
Last least week, we lost our current "Item Count" number for the selected group. ie: My Tickets, Open Tickets, My Open Tickets. I just discovered this morning that there is now a very small "total count" selection on the far right that, if I click, willKnowledge portal configuration
I am trying to configure the knowledge base so that the article part is public and anyone can access the articles but the ticket creation part is blocked with registration or access with username and password. Could you guide me? Thanks in advancedTime Tracking
Is there a time tracking feature? Is there a way to report monthly on total time spent on tickets, whether open or closed? For instance, a client of mine pays me for "up to 10 hours" of service per month. I need to know how much time I've spent in totalzoho desk
Hello, we are definitely shocked about the situation in zoho desk. Lets say you are an creative web agency. Your client pay every month 1000€ for example. For that amount he will get 100H budget. Now client can create a ticket and you need to track yourIncrease ticket start from number for new tickets
Hi. I would like the tickets to start from 15100 to make it a 5 digit ticket number. So ticket 1 would be 15101 thanks!! Also would be very helpful if the Subject line on agent reply is Category rather than Subject.new tickets not assign to Account Name
We are using Desk and right now around 75% of new ticket created arent not assign to the Account name (customer). I have a custom function that make sure that all the users who open a ticket are assign the customer so this is working. But even if theCRM Info in desk
Hi, When we view a ticket, then click on a company (account), to view the details, we often click on CRM info from within the desk on the account too. However trying to view the description field from the account within that screen doesn't work. You onlyASAP Web widget not showing on my site
Hi there I am trying to add the ASAP widget to my website, however when adding the code snippet to my pages, it's not showing. One thing I noticed on the code is it's asking for a nonce value, which i don't have.Integrating Zoho Survey with Zoho Desk
Hi there, I was wondering if there was any plan to natively integrate Zoho Desk with Zoho Survey.. Actually, we have a customer-satisfaction survey, we'd like to dynamically invite our customers to this survey, when we close a ticket. We can send a generic link, but it won't be natively integrated in Zoho CRM. Do you plan to improve that? Do you have any suggestion on how to handle this case? Cheers,Zoho SDK submit ticket form cannot show
I clone sample app from https://github.com/zoho/ZohoDesk-PortalSDK-sample-apps-android And choose ticket_field_configuration_sample to open submit ticker screen. (I have already changed app id and org id to correct) But When I open submit ticket formHave their been recent changes to the Comment via email feature?
Today I notice that when I forward an email to an existing ticket, I am creating new tickets instead of the email being added to existing tickets. I tried this several times today to make sure that I sent the email to the correct email and departmentHow do you send an email to a customer from Zoho Desk?
I have pulled up a customer record and I click the email icon and the email address, nothing happens.... Email attached of where I am. Is there a different way to send an email?Not creat ticket from Web Form Zoho Desk
Hi, When creating a ticket through the web form, I get the message: Oops! Your form details couldn't be submitted. And this only happens with some users and in some cases the user manages to create the ticket normally, but in most cases it does not.Notifications for tickets that you have no permission to view
When a ticket is in a or moved to a department that the agent has no permission to view, sometimes they still get notifications for these tickets, such as comments being left. Then they click on them and it says they have no permission. How can we disableget Insufficient Privileges to perform this operation. Contact your Administrator
One of my managers continues to get the insufficient privileges error when attempting to star a view. No one else is having these issues and I have changed his permissions to admin and there was no change in his issue. I have since converted him back.Disable email notifications for agent
A fellow agent gets way too many redundant email notifications from zoho. If they want to turn them off, it says they are not allowed to. If they want to disable them it says to contact administrator. Is this by default? As administrator, where wouldZoho Guided Conversation for Instant Messaging (Whatsapp)
Hi all, I have created Guided Conversation for our website. However, from the following Youtube video https://youtu.be/2BXtGOlO4ik, it seems that there is a way to also connect Guided Conversation with Instant Messaging (Whatsapp). Unfortunately, I couldZoho Desk Javascript SDK Documentation
Hi, I am trying to find updated documentation for the Zoho Desk Javascript SDK, we are building some extensions for Zoho Desk this will be helpful. Thanks.List Conversation API is not returning full content
I've been using this one GET https://desk.zoho.com/api/v1/tickets/{ticketID}/conversations But it only returns a summary of the content and not the full reply. Is there any additional endpoint or parameter that allows returning the full reply content?Next Page
Access your files securely from anywhere
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Bigin?
Announcements
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
Most Discussed Topics
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
Zoho Developer Community
Zoho DataPrep Resources
Zoho Subscriptions Resources
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
ご検討中の方
Zoho Sprints Resources
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho Books Resources
Zoho Projects Resources
Qntrl Resources
Zoho CRM Plus Resources
Zoho Campaigns Resources
Migrate to Show’s New Community
A place to share, discuss and stay updated about everything relating to Zoho Show presentations.
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Design. Discuss. Deliver.
Zoho Show Resources
Zoho Creator Resources
Nederlandse Hulpbronnen
Zoho Inventory Resources
Zoho CRM Resources
Sticky Posts
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
Top Contributors
Shivani | Zoho Desk
Ajith | Zoho Desk
Mohd Hayzee
Support | Baseerat Academy
hs