Supervisor Rules - Zoho Desk
Hi, I have set up a Supervisor Rule in Zoho Desk to send an email alert when a ticket has been on hold for 48 hours. Is there a way to change it so that the alert only sends once and not on an hourly basis? Thank you LauraCannot access KB within Help Center
Im working with my boss to customize our knowledge base, but for some reason I can see the KB tab, and see the KB categories, but I cannot access the articles within the KB. We have been troubleshooting for weeks, and we have all permissions set up, customersDesk Email reply - set default font / use custom font
Hello, in our e-mails, which we send to our customers, a certain font must be used (Corporate Design): Segoe UI https://en.wikipedia.org/wiki/Segoe#Segoe_UI How can this be included? How can this be set as the default font to ensure that this font ispopulate email address and name in zoho desk?
Is it possible to populate the email address and name in the zoho desk widget? We only use it in the context of an authenticated user, so we already know the user's name and email. Thanks,Comment Templates
Is it possible to add a template option for comments? We have some agents in the process who's responses require a pre-formatted layout. It would be incredibly handy to have a template for them where they can insert the template and then add their responsesExport 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 storesZoho Desk: Ticket Owner Agents vs Teams
Hi Zoho, We would like to explore the possibility of hiding the ‘Agents’ section within the Ticket Owner dropdown, so that we can fully utilise the ‘Teams’ dropdown when assigning tickets. This request comes from the fact that only certain agents andDesk x CRM Integration
Howdy! We currently use SalesIQ but we are considering moving across to Desk as it seems to have more functionality that we want. One of the pulls is the ability for our customers to self serve. But, I might be getting over excited and not actually needImport KB template OR Export template for zoho desk?
Greetings. Can you tell me if there is a way to get an EXPORT of my KB articles? OR is there a template you supply for importing KB articles into my zoho desk? I am looking for a method of understanding what fields can be imported, and what their possibleXML format to import knowledgebase into Zoho Desk
Hi, We just started to use Zoho Desk and want to import our knowledgebase from our old support system (Freshdesk) to Zoho Desk. Can anyone give us information about the format of xml file to import? There is no explanation on the related page.Arranging Ticket Templates
Is there any way to arrange our ticket templates? It doesn't look very organised when it's just arranged according to when they were created. We want the list to look more organised, by arranging/grouping them by topics, or even just by alphabeticalHas anyone created a public ASAP Guide that I can check out?
I am thinking of adding an ASAP guide to my web application, but I have noticed that the ASAP widget itself can be really slow to load sometimes. Has anyone created a public ASAP Guide that I can check to see how performant it is? I don't want to spendInternally created tickets
Hi there When tickets are created internally on-behalf of customers - there is nothing to show that the ticket was created by an internal agent. This means, that it's easy for our agents to confuse tickets which were created by internal team members andAssistance Needed: Ticket Status Not Updating and Sorting by Last Customer Reply in Zoho Desk
Hello, I’m facing two issues in Zoho Desk that I’d like your guidance on: Ticket Status Not Updating: When a customer replies to a ticket, the status does not change to Reopened. Instead, it remains in Waiting on Customer, even after the customer’s responseIs there a way to make an account inactive in ZoHo Desk
We have a few Clients "Accounts" that we no longer do business with. It would be beneficial for them to not show up in lists. However, we want to go back and view tickets, time, etc.How to set the value of the Phone field importing contacts in Zoho Desk
Hi everyone, i'm new in Zoho Desk, we're setting up the environment and i'm importing contacts from another CRM using a file CSV and i'm getting a problem with phone numbers (italian): the leading zero is cut away, also if the value is inside double quotes.Deactivate Desk Contact without Deleting Contat
We have a client who has multiple tenants for regulatory purposes, and as such, has a few users that have email addresses in both tenants. They've then emailed into the ticketing system, so we have multiple contacts (no big deal, we want to keep theirContacts with most tickets? Alarm for multiple tickets?
Is it possible to see through the analytics/reports which contacts are creating the most tickets (not the most discussed ones)? Also, is there a way to set up a notification if a contact creates multiple tickets within a certain time frame?Zoho Desk + Jira integration - Email notifications and comments posted by administrator instead of real user
Dear All, I set up the integration under my admin account, and now when users leave comments in Jira (to created tickets in Zoho Desk), the email notifications show that the ‘Administrator’ left a comment, not a real user. The same happens in the ticketDeletion of Zoho Account
To whom it may concern, Good day, My account has been created incorrectly in Zoho and I am not able to join my Company's Zoho account - attached screenshot for your kind reference Alphatronmarine - Portal Kindly advise procedure to delete this currentApproval - Report/Views
Hi, On Zoho Desk - Is there a way to report on pending approvals, or a view or similar?Customising Help Center
Hi I don't think it is possible to add custom pages to help center? We'd like to use this as a customer portal with support tickets, FAQ/Guides, Billing and contracts. Is there any plans to add a feature like this or an alternative way to do it otherAdd an email to an existing ticket is not working
I noticed that in Zoho Desk the funcionality to add an email to an existing ticket is not working using the syntax [##12345##], has the method changed? In red is the syntax we use to add email to an existing ticket As you can see, he did not add the emailWhat is Resolution Time in Business Hours
HI, What is the formula used to find the total time spent by an agent on a particular ticket? How is Resolution Time in Business Hours calculated in Zohodesk? As we need to find out the time spent on the ticket's solution by an agent we seek your assistanceURL Parameter on Help Center SIgn in link
Is it possible to add a url parameter to the sign in link on the Help Center?Hide Agents name in Ticket Responses in "My Area"
We were able to hide the agents name in the emails, however, the customer is able to see which agent has responded to a ticket in the thread of emails by going into their Help Center thread. Is there any way we can hide that information?Copy / Duplicate Workflow
I have workflows setup that are very similar to each other. We have a monitoring system watching servers, and all notifications - no matter what client it is about - will come from a noreply@ address which is not very helpful in having it auto assigned to the right account. I have setup a workflow that will change the contact name of the ticket (currently it would say noreply@) to the correct customer which is based on the subject line, as that mentions which server the alert it is about. I needSyncing Timesheets between Projects and Desk
All users able to see their own timelog entries from all apps in one place, synced immediately. All managers able to view total/all time entries from one place. This is something that has come up for us and multiple clients. Example: we have a clientSpell Check default language
Hello All, Is it possible to set the Spell Check default language? I can't find it in the settings. Thanks a lot! LeventeSplitting a ticket's entire thread
Hi, When you split a ticket it only splits the individual reply that you clicked "Split as new ticket" on. Is it not possible to split the entire ticket thread from that point into the new ticket (every reply from the split point forward)? Or is thereEditing the text on the Help Center home page
Is it possible to edit the "Welcome to Help Center" message anywhere? This one: We'd like to be able to tailor it a little more ourselves.Agents permission per department
Hi Team, can I setup permission for each agent what they can do in each department, for example I want account department agents to only have view access to support department tickets and not allowed to assign or reply to clients. I am sure this wouldTicket Status Colors
Can i change the colors of Ticket Status in the admin panel? Or even change the background of the entire cell of a Critical ticket? This way its easy for my agents to see a urgent ticket when it comes in. Right now everything is black text. Here RightAllowing Pictures for Client Contacts
Do you have any plans to allow us to add pictures of our client contacts? There is a silhouette of a person there now, but no way that I can see where I can actually add a picture of the individual.Paid Support Plans with Automated Billing
We (like many others, I'm sure) are designing or have paid support plans. Our design involves a given number of support hours in each plan. Here are my questions: 1) Are there any plans to add time-based plans in the Zoho Desk Support Plans feature? TheAgent name Alias
I am seeing that Full name of my staffs are written on every ticket response which is not good for some reasons. It is possible to user like this: Manny P. (First Name with Last Name's First Letter) or Manny (First Name) This is want we want to showAutomated reply on any new ticket raised by customer
Hi ZohoDesk team, Can we set up an automation so that whenever a new ticket is created against our support email; ZohoDesk immediately sends our standard acknowledgement, including the expected TAT for resolution? If that’s possible, could you share theZoho Desk Lookup Field Reporting
Thank you for adding the ability to add additional lookup fields for desk tickets. My question is how do you report against these fields? For example: Associating related accounts to the primary desk ticket account, I am not able to add the lookup fieldsAdd ID to the recycling bin page
Feature request to add the ID to the recycling bin page. This would be helpful for reference when trying to recover things. This is the long zoho ID for each item. - ticket ID - contact ID - account ID - etc.Chatbot for Urdu language
Hello, I have successfully set up Zoho Desk and integrated it with Moodle using ASAP. I am now looking for a chatbot that supports the Urdu language to enhance student support. My goal is to enable the chatbot within ASAP so that students can ask questions,Next Page
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Announcements
Playground: An exclusive test environment to analyze Field Prediction accuracy
Hello everyone, We are introducing Playground: an exclusive proactive testing environment for businesses to analyze Zia's prediction accuracy. This allows admins and agents to: Run predictions on actual tickets or specific content for realistic test conditions.New features and improvements in Desk's integration with Zia powered by GPT
Hi everyone, We’re pleased to announce several new enhancements in Zia Powered by GPT integration. These updates bring more customization options, improved response generation, and additional language support. Below is an overview of the enhancementsPerform custom actions from the Ticket interface using Buttons
Hello everyone, We have introduced an option to add Buttons to the tickets, which will facilitate direct access to other applications, websites, allows execution of custom workflows, and more. Accessibility and visibility of buttons The buttons can beCross-department Parent-Child ticketing for faster and efficient ticket resolution
Hello everyone, Organizations frequently need to have multiple departments set up in their customer service ticketing system. However, when a customer raises an issue or an internal process that requires agents to collaborate with their peers, a lackSimplify ticket replies with intelligent writing and content analysis tools
Introducing a smarter, faster way to handle ticket responses with generative AI-powered capabilities, now available in the ticket detail view. These enhancements are designed to reduce agent effort, improve clarity, and elevate the overall support experience.
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Deactivate Desk Contact without Deleting Contat
We have a client who has multiple tenants for regulatory purposes, and as such, has a few users that have email addresses in both tenants. They've then emailed into the ticketing system, so we have multiple contacts (no big deal, we want to keep theirContacts with most tickets? Alarm for multiple tickets?
Is it possible to see through the analytics/reports which contacts are creating the most tickets (not the most discussed ones)? Also, is there a way to set up a notification if a contact creates multiple tickets within a certain time frame?Customising Help Center
Hi I don't think it is possible to add custom pages to help center? We'd like to use this as a customer portal with support tickets, FAQ/Guides, Billing and contracts. Is there any plans to add a feature like this or an alternative way to do it otherSupervisor Rules - Zoho Desk
Hi, I have set up a Supervisor Rule in Zoho Desk to send an email alert when a ticket has been on hold for 48 hours. Is there a way to change it so that the alert only sends once and not on an hourly basis? Thank you LauraZoho Desk: Ticket Owner Agents vs Teams
Hi Zoho, We would like to explore the possibility of hiding the ‘Agents’ section within the Ticket Owner dropdown, so that we can fully utilise the ‘Teams’ dropdown when assigning tickets. This request comes from the fact that only certain agents and
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Sticky Posts
Using Agent Email Address as From Address
Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage. Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions aboutEdit 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-importantWebinar 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, Green2024 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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