Multiple locations
I have many customers (accounts) that have multiple locations, like bank branches. How can I manage them under one account?
Report for all Support contracts
HI All Is there a way to pull out a report that shows all the support contracts with start date, expiry date,Name, contract number, Account assigned to, who to notify and the amount of days before expiry
Knowing when customer has viewed ticket
Is there a way of knowing when a customer has viewed a ticket? Most other helpdesk systems show something on the ticket to say '{customer name} viewed {xx} ago'.
Beta User Group: Share your Feedback
Every now and then we release new features to our Beta community with the intent of receiving valuable feedback from you all, our end-users. Some of you have been using Zoho Desk for years, while others are newcomers to the software, and to this platform. To ensure that your feedback doesn't get lost in the crowd, we've introduced this separate Community Topic where you can contribute your experiences and feedback. Posting within this topic on our Community will not only bring all your experiences
One agent doesnt trigger notification in Slack
Hello, I have one agent in our solution that doesnt trigger the Slack integration when updating a ticket. Everyone else does, and it works fine. The only difference i can see is that the email is from different domain, but i dont know if that could be
Can't reply to emails
Hi, I am struggling. Our IT department has turned on MFA on O365 and it seems to have had a knock on effect. We can no longer send emails from Zoho Desk. Does anyone have any ideas? Thanks.
Edit Subject Line for Reply and Forward
Is there a way to edit the subject line when you are sending a reply or a forward?
Product Sync from Zoho CRM
Hello, I synchronized the information located in our Zoho CRM to Zoho Desk. The accounts and contacts are perfectly synchronized, but the products won't show in Zoho Desk at all. Could someone assist me with that please. Looking forward to an answer.
Whatsapp integration with Zoho Desk
Hi everyone, We are one month and three weeks into the process of struggling to find out what solution we have to integrate Whatapp messages that our business receives (through website visitors clicking on a Whatsapp widget on our website) with Zoho Desk,
Help center / KB - user management interface
Hi, Hope you're all good. I would like you to consider improving on the Help center / KB - user management interface Right now users are broken down by ALL, ACTIVE, INVITED and DEACTIVATED - see screenshot. These options are is very limiting in terms
Force Ticket owner to update ticket fields before replying
Hi Zoho Gurus, Is there anyway I cant restrict ticket owner from replying until certain fields updated in the ticket. I have the validation rules and all that but that does not stop ticket owner from hitting reply button.
Cookies in ASAP (anonymous KB only)
Hey Zoho, We want to use the zoho ASAP widget as a plain knowledge base access tool. No other functionalities should be accessible by the widget. During testing, we have found the following cookies: Can you explain: what each cookie does if it is necessary,
Desk App - Show Account Name on Ticket List
In the Desk App Ticket List, the account name is not displayed; you can only see the account name if you go into the ticket and press the 3 horizontal lines to display 'ticket details'. For our business the contact is less relevant than the account name,
Can you actually allow tagging in this community forum and replies to each comment?
Using this community forum is quite difficult. The nested comments isn't obvious enough, and I actually have to scroll through every post hovering over each to see if I can comment to the reply - can't you just allow comments to any comment and can you
What is the notification to actually receive an email notification when there is a new ticket/email in a department?
Can't believe I am having to ask this but I am not receiving an email notification when there is new tickets in a specific department even though I have every notification enabled under 'Agent Notifications' for this department. It's really frustrating
Removing the ticket ID from email notification subjects
How do we remove the ID from the subject of email notifications to the customer like "[## 786 ##]" ?
Can a notification be raised if an account raises more than X tickets in a given period of time
Hi ZohoDesk, We would like to raise awareness that a particular customer has raised X amount of calls in a short period of time. We have had instances where Account Managers, End Users and Technical Staff have all logged calls and different members of
Missing Table View
I'm an admin in my org & I mainly use table view in Zoho Desk. Yesterday afternoon I noticed that I no longer had the option. Anyone have any ideas?
Which notification disables these cc emails?
See this screenshot - how do you disable these cc email notifications? Or if it is not possible, where can you edit this email template?
Zoho Desk - Invoices integration for client's portal
Hi Zoho Team, I have been looking around for a while now and I have not found any solution to this: There are many Customer Portals. For example, the Zoho Subscription has a customer portal, as well as Zoho Desk, Zoho Analytics and etc. What I need to
Building Extensions #9: Create widgets with the JS SDK bundle in Zoho Desk - Request API
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. In our previous post, we introduced you to creating widgets in Zoho Desk with different APIs. We also gave a
Desk ASAP Widget Should Include Push Notifications
BACKGROUND: My business delivers SaaS based products to end users, who pay per license to access a password protected website (standard SaaS product model). My Web Application uses the ASAP widget to deliver tech support through chat and knowledge base
After 3 years, ZOHO CRM Contact and Accounts STILL not syncing with ZOHO Desk
Zoho, you know this continues to be a problem (ZOHO CRM contact and accounts not syncing with ZOHO Desk) and yet you do not fix this. It is unacceptable that so many people have asked you in the past to fix this issue and your response continues to be,
CRM integration to Desk
Hi - I am trying to sync CRM to Desk. Is there a way to only sync a subset of 'Accounts' to Desk based on particular criteria? In the 'Accounts' module, we have a field to differentiate what type of account they are. (ie: Prospect, Customer, Former
Session expiry in this community
Not sure where best to add this but is it possible to improve the session expiry in this community as it is frustrating to have to keep logging into it all the time. In other communities like for example those that use Discourse, I am always logged in
primary email address of a department is wrong
How can I change the primary email address of a department if it is wrong?
change the DEFAULT department
how do i change the DEFAULT department when i have more than one?
Closed Ticket Notifications Opening a New Ticket in a different department
Hello, My company uses Zoho for different departments. Sometimes one department will forward an email to a different department. In doing so they create a ticket. However, when that department closes the ticket, it automatically sends an email back to
Automate your custom functions using Schedules
Custom functions are a useful tool when you want to simplify complex business processes that take time to execute. Schedules in Zoho Desk can help you automate these custom functions. You can choose to execute schedules at a particular time, or on a recurring basis. For example, using schedules, you can create a new ticket or task on a recurring basis or send agents reminders about a weekly meeting. For support team leads or managers, Schedules can help you streamline operations in a variety of
Can I stop my calls being archived after 120 days?
Hi ZohoDesk Can I stop my calls being archived after 120 days? We like to try and understand how the number of calls and our response times compare year on year. This doesn't look like it is possible to report on this if calls get archived after 120
View tickets from other users is enabled but disabled for a given User the Help Center is confusing.
Hi ZohoDesk, If you turn on the "Customers can view Tickets of other users in their account" and subsequently disable the default setting that turns this on for all so only certain users can see all tickets..... The Help Center becomes confusing. There
Custom Function to create invoices from Desk's TimeEntry
I need to develop a custom function that takes the total time spent by our agents and turns it into an invoice I started with this: orgId = xxxxxx; response = zoho.desk.getRecords(orgId, "agents"); agentes = response.getJson("data"); rec = agentes.toJsonList();
What is the agent queue?
There is a menu option in my Desk account that is called the Agent Queue, but I can't find any info about it. What is this feature? Thank you for your time.
Is there a way for users to be detected when initiating a chat or ticket?
We have a client-facing website (wordpress) and use desk for support. Is there a way for zoho desk to detect who they are and not force them to fill out forms? Or if we could have desk look at the Wordpress database to determine who the user is?
Open Ticket Reminder
Greetings, Is there a way for Zoho to auto-generate emails reminding us of open tickets? We are a two-man band and all too often I forget about open tickets. It would be great to get a daily email summarizing open tickets so they are less likely to be
Building Extensions #10: Creating widgets with the JS SDK bundle in Zoho Desk - Data Storage API
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. In our previous post, we discussed Request APIs, what they're used for in extensions, and how to use them in
Dynamic drop down field in submit ticket form
Hello, I'm working on change the submit ticket form of my ZOHO Desk and i want to categorize my services by category of service, for example: If the customer select "Support" on the category field, the service field must display only options related
New ticket is being created as duplicate if someone that was cc'd in original replies
When someone that was cc in original ticket replies to it, in Desk it creates a new ticket instead of appending their reply to the existing ticket... Surely this should not be happening?
ZOHO Desk - All tickets have this as their content. "Content is not available. Please try again after some time."
Currently, all tickets have the same content, "Content is not available. Please try again after some time." Is this an outage from ZOHO or something else?
Issue with a blueprint transition using API request
Hello I have created a function in the Zoho Flow app, which should perform a blueprint transition. par = Map(); par.put("toNotifyContactForResolution",false); par.put("content","Solved"); param = Map(); param.put("RESOLUTION",par.toString()); result
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