Export Ticket information
Hello, I am wondering if there is a way to export ticket data to an excel/word/pdf document? It would be very convenient, if when the ticket is closed, to be able to press a button and send the: ticket number ticket problem ticket resolution ticket clientHow to create an automation for tickets in Zoho Desk?
Hello, I need to create an automation for tickets in Zoho Desk. I would like to have one field (integer) which will be updated every 100 days, for example, the field number is 0, and every 100 days it will be +1. How it's possible to do like this? BestPriority work mode is now supported in the latest version of the Zoho Desk iOS mobile app.
Hello All, In the latest version of Zoho Desk iOS app (v2.6.17), we have brought in support for Priority work mode as well: In this mode the tickets are listed according to their respective priority. Please update the app either from the App Store orReply email setup when using multiple departments
Hi there! Our Zoho desk is setup with multiple departments. We have a specific inbound/outbound email address for each of these departments so almost all inbound and outbound requests come and go via that department's email address. However, occasionallySend dynamic mails to customer
Hello, we would like to send emails to customer, when they are submitting new tickets via mail. Inside the mails there need to be dynamic text parts, so we use workflow rules + alerts. If certain criteria matches alerts are getting sent to the customerEnd user cannot login
Hi, I have a new end user / customer who cannot access our Desk support portal. He has received his welcome email, but inhis words: "When I go to the support activation page, it tells I am registering under "_____". I type my password, It shows me theI need to delete my account.
Hello, my IT team at SpotOn says that I need to reach out to you to delete my account. This is what I was told by them. "We've deleted you as a requestor from the old Zoho ServiceDesk Plus Cloud instance. Any further action you'll need to take up withSending WhatsApp message using "Notify via Instant Messaging" is not working
I have multiple Template Messages each template associated with workflow and everything is working fine, then I added a new template I found that Template Category options has changed, before I was selecting "Alert Update" but now this option is not availableAdditional Notes Field for Time Entry
Hi, it is very common (e.g. Projects Time Entry) to add a note to the time entry, so that the reviewer does know what's about this time entry. We would really appreciate a notes field, which also could be on the books invoice btw. Thanks in advance,Notifications mention the wrong user when tickets are updated.
I'm having an issue with the notifications/Feed in Desk when tickets are updated in any way. All actions taken are assigned to a single user no matter who performed the action. For example lets imagine my organisation has 3 users: User A, User B, UserCustomization of Classification
Good Day, Is is possible to customize the Classification? like I want to add "Inquiry". Thanks.How long does a Help Center invite email last before it expires?
Hi Zoho, I can't find anything on this, how long does a Help Center invite email last before it expires? We have our system set to moderate and some of our clients are in different time zones. We moderate and accept these but it seems when they come onlineReporting on Tags
Is there a way to report on tags or is it just the two view that can be used?Remote Invite email not being received.
I've had customers report they're not receiving the remote assist email invite when I send via the ticket. I've since tested by sending to my own email address and confirm nothing is being received. Invite emails are being received if sent directly viaDifference between ticket opened via ASAP and ticket opened via End User Portal
Hi, is there any field that allows me to distinguish tickets opened by a user via the End User Portal from those opened via the ASAP widget? Some field through which to do the advanced search or, if not available in advanced search, query the system viaAssets Management
need to add assets to each account and each asstes has a diffrent end dateUnable to verify my subdomain linked with zoho desk to google search console.
My subdomain support.foyr.com is pointing to zoho desk. I wanted to verify my subdomain on google search console. Steps below. https://support.google.com/webmasters/answer/9008080#google_analytics_verification As my subdomain is a CNAME record pointingWhatsApp template category update: March '23
Effective April 1st, Meta will reduce the number of available WhatsApp template categories to three. Meta will start migration on March 27th, and all your existing template messages will be reviewed and re-categorized. NEW: Supported template categoriesKB Reviewer making edits and changes
When an editor saves a kb article that has been edited, they have the choice to save as draft or send for review. When a reviewer edits a kb article (or at least in our setup) they can only publish. Is there way to make it so that the Reviewer can makeAgent duties re-assignation during his vacations
If an agent is sick or on Vacation how can I readdress his automatic duties assignation to another Agent?Tickets assigned to teams arent showing as "assigned" or "owned" by those team members
I have a ticket assignment rule that assigns ticket to teams. When the team members checks their desk 'My Open Tickets' or do '/tickets' in Cliq, they can only see the tickets that are directly assigned to ONLY them. Deskbot seems to be notifying theHow to add categories to community
In my Community, I would like to add several Categories but I don't readily see how this is accomplished. Currently, I have one category in my community with several forums. But I would like to add more categories. Thanks.Ticket Ageing Report & Dashboard
Dear Team, I am trying to create a Summary report and I want Ticket AGE to be present in drop down. With this Report i'll be able to create a Component in My Dashboard which will have Ticket Owner Name in X Axis and Ageing in the Y Axis with Count showingCan you lock due date until after ticket creation?
Hi Support, Currently testing an updated & automated build of our ticketing system on a test department. So far everything we require to streamline workflow has been possible but there is one small thing that has been annoying us. After we have createdIs it possible to add buttons on email replies to internal team members?
Hello everyone, I am currently trying to set up some workflow rules to trigger when a ticket is created. I have noticed there is a button that can be added to email templates when sending email alerts from workflow rules, for example ${Cases.SUPPORT_PORTAL_BUTTON}.how do I create a view in tasks "My & My Team Open Tasks"
Hi, I want to have a custom view which shows both my open tasks and my teams open tasks in one list. If you see attached I need to enter the name of the agent or team - but how do I do it for "myself" or "my teams"? ThanksCustom View with placeholders
I want a view for my agents. The tickets are asigned to them or a their team is there a possibility for a custom view state is open AND (Ticket owner is $current user OR Team is $user teammember)Knowledge Base article views
Within the KB, each article shows how many views the article has gotten, but I'm interested in which users have viewed a specific article. Because users have to register and sign-in to use the Support Site, I thought it would be possible to track theHow to integrate Helpdesk with Java App
Hello, My team is looking for helpdesk software in which users can seamlessly access from our current site. Since users are already logged in does Zendesk support Oauth? If so how is that login information housed? Can we integrate Zendesk with our currentBetter Control over Team Ordering and Display
Two feature requests for Zoho Desk team drop downs: The ability to change the order of teams, currently it's not in alphabetical order, which is confusing. I'm thinking a manual ordering via number or drag and drop, alphabetical order, and creation orderHow to allow client to filter the Zoho ticket status
Hi, Anyway we could add in the filter status for My Area under client view?ZohoHCAsapReady is undefined
I am trying to use var viewArticle = ZohoHCAsapReady(function(){ ZohoHCAsap.kbArticles.view( { articleId : '305163000000109120' } ); }) But it says ZohoHCAsapReady is undefined. I am using this to import <script type="text/javascript" > window.ZohoHCAsap=window.ZohoHCAsap||function(a,b){ZohoHCAsap[a]=b;};(function(){varHelp Center e-mails (Invitation/Activation/Deactivation) e-mail templates
Hello, email templates for Invitation/Activation/Deactivation emails are not working consistently. Please have a look at this screenshot: As you can see, the upper part of the email has lateral spaces, while the lower part don't. How can I solve this?Auto suggestion of articles in response email based on client email input
Zoho product development team have to include a feature to provide the suggested articles to a client based on his email . In Zendesk this option is available where it will auto send a list of 3-4 suggested articles based on the client mail . We can defineNo Inbound Email Tickets
It appears that no inbound emails are being converted to tickets. We've sent test emails to our accounts and are still not receiving tickets for them! We are completely dead in the water right now. Please help!Zoho Desk email channels not receiving any emails
Zoho Desk email channels are NOT working. status.zoho.com is showing that everything is operational. A call to support stated that there is an issue and that it should get resolved in 2 hours or so. 1) Zoho Status at status.zoho.com should be updatedIntroducing independent categories, many-to-many mapping, and more in the community module
Hello all, We are super excited to announce some new enhancements in our community module. Zoho Desk's Community module is a support channel that provides people with a platform to collaborate and discuss topics of mutual interest. It serves as a betterZoho Desk [ How client or user filter status]
Hi Zoho, How do we customise or add more filter status for client to filtered the ticket status in their view?Agent Time Report
Hello, I am trying to get an agent Ticket Time Entry report to pay my contractors out. The issues I am running into: -The time on the report for Create Time (Time Entry) does not match the agent page time report. -My report does not include all the agent'sCan't Add Guest Users in ZohoDesk Contacts
Hi ZohoDesk Support, good day. Need your assistance since we can't add our Guest users in the Contacts. Sometimes it works, sometimes not. Kindly advise. Please see attached error when we try to manually add the user. Thank you.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#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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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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