Knowledge Base - Primary Departments to Control Article Reviews and Feedback to Ticket Conversion
Hello everyone, We have an important inclusion in the Knowledge Base module: Associating a category to one or Primary Department. Up until now, a category could be associated with more than one department. This allowed the agents who were part of multipleDefault Support Email
I have successfully added a POP email account to my Zoho Support. How can I make it the default account for replying instead of making me select the From each time or instead of the xx@zohosupport.com email?No Slack integration
Hi, Our company recently subscribed to the Standard version of Zoho Desk, and during our demos and trial, Zoho was available in our setup. However, we’ve since learned that Zoho Desk is not supported in Canadian data centers. To work around this, we consideredAdding dependent field values
Hi, I'm at the very early stages of setting up Zoho Desk but can't find how to enter ticket category values such that sub-categories displayed are dependent upon the selected category. I have both category and sub-category fields on my ticket layout andTicket for a lead
Is there a way to create a ticket for a Lead vs a Contact? We have prospects that need assistance while using a demo of our product. It only seems to let you choose from Contacts and if you put in the name/email of a lead it will create a Contact.Auto Assign based on first reply
Is there a way to automatically assign a ticket based on the first agent to reply via email? Example: Client sends an email to help@mycompany.com All agents receive notification email First agent to reply to that email will be assigned task Also, whyTwilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving callsOverview of all activity in tickets / threads
Hi, I'm wondering if there is a possibility to create an overview of alle activity in DESK? By all activity I mean, all comments, posts, replies, new tickets, etc...? With the purpose for a manager to have an overview of what is happening in DESK, withoutAPI for drafting an email for zoho support tickets
Hi, Is there any ZOHO API available for drafting an email for zoho support ticket.? Please let me know if there is such API. Thanks ShamsMerge Fewer Work Tickets
Every time someone emails our support email it automatically opens a new ticket. However this email is getting used a lot and multiple tickets are being opened for the same issue. Is there a better way to streamline this so we aren’t having to spend asSet Status when replying
When sending an email reply (to a ticket), is it possible to automatically set the Status at the same time i.e. with one click? I previously used Zendesk which did this by providing options like Submit as Open; Submit as Pending, Submit as On HoldZoho Desk Autumn Release - 2024 — Post 2
Continued from Zoho Desk Autumn Release - 2024 - Post one Automation Reply directly from the IM channel during specific blueprint transitions Agents can respond to a ticket through an IM channel right from within the Blueprint. For instance, if a customerHow to change the ticket layout when manually opening it?
I need to change the ticket layout displayed while opening it. I already have the ticket field I want to be filled, but I cannot display it during the ticket opening process. Just to be clear, I am referring to the ticket opening process inside the ZohoWhatsApp and Desk ticket integration not working
Good morning, We have integrated WhatsApp for Business into our Zoho Desk and we are able to have conversations with our clients without any problems. We are also able to raise a ticket from a WhatsApp message, however this is where the integration seemsDelete a channel
I need delete a channel in tickets.Application of zoho.adminuserid parameter in deluge
I want to use the sendmail function in Deluge, but when I call zoho.adminuserid as the sender, I found that the email address is actually my account’s address. I’m supposed to be just a regular user account, and after checking the Company settings, ICan I trigger an action in an extension using automation in Zoho Desk?
I have integrated Zoho Survey in Zoho Desk. I'm wondering if I can create an automation that would send a survey based on the classification/category of a ticket when it is closed. Is this possible?Blueprint transitions are compatible with IM tickets
Hi everyone, We are excited to announce that Blueprint transitions are supported for instant messaging (IM-related tickets in Zoho Desk. This is designed to streamline the process for agents managing IM tickets, making it easier to engage with customersZoho Books and Zoho Desk Billing Time
Is there a way to integrate Zoho Books and Zoho Desk so when an agent logs time on a ticket, a client can be billed for the time. worked. Thanks, CameronHelp Center Mixed Access Settings
Is there a way to give some Help Center End Users access to all of the tickets on the account (like managers), but other users access to only their own tickets? Thanks!Block Duplicate Phone Numbers?
We provide more phone support than we do email support. As a result, we do not collect many email addresses. Desk prevents duplicate contacts by checking email only. We need to check for duplicate phone numbers also. A solution we found is the followingZoho Desk integrates with Qntrl for effective task management
Hello everyone, We are happy to announce that you can now integrate your Zoho Desk account with Qntrl. This integration provides an effective way to manage tasks, collaborate, streamline processes, and deliver projects on time which helps to collaborateCreate a Custom view that displays the current signed on support reps Tickets
Is there a way to create a custom view that has criteria that says Ticket Owner = [Current Signed on Support rep]?Workflow auto-assigns ticket without being asked to
To prevent ALL tickets from being replied to on create, we have disabled that notification, and replaced it with a workflow. The workflow criteria checks the sender, and then sends an auto-reply that the ticket was created. However, we have 2 huge issuesNested picklist. Showing only top level in report
Hi, We have a ticket field that contains a nested list category field. I'm looking for a way to create a report that shows the number of tickets in that list. But I only want to display the top level category. With a sum of all underlaying nested chosenNo confirmation email after signing up for Help Center
We have set up a help center for our customers and want to enable them to sign up themselves. I tested this a while back and it worked fine. However, now there is no confirmation email being sent after signing up and getting to the following screen: However,Auto CC feature - unclear behaviour
Hello, I have activated the setting: but what does it exactly? I was testing it: - created a new ticket manually - clicked on "Reply" --> No mail address was inserted into the cc-field:ZohoDesk Private Departments
How do you determine the Portal link to send to End Users of a private department?Is it possible to send a auto email when a ticket is created?
Is it possible to send a auto email when a ticket is created? containing their ticket numberAlert vs. Email Reply in Blueprint / Workflow
Good evening, I have spent most of the day trying to figure out the best way to achieve what I believe should be a fairly simple task. Our CRM system automatically generates a support ticket when a property compliance certificate is within 30 days ofTicket customer to be created as CRM Leads
Hello, We noticed that when we create a tiocket or a ticket is created from salesIq Chat, the contact name use in the ticket create a contact inthe CRM. Our process is that it should create a Leads instead. There re no way I found to change this behaviour.Is it possible to create a Zoho CRM lead from within Zoho Support?
Hi, my client has a group email address enquiries@domainname.com. They're thinking about linking that to Zoho Support. This would work well for customer service emails but I'm wondering how they would handle new sales enquiries. Is it possible to createZoho Desk Notifications Stopped
It appears that the notifications in the desktop web session have stopped showing up so I no longer get the red dot appearing over the icon to show a new one. The last notification listed is 30th August after that, nothing. Does anyone have any insightsHas anyone actually gotten Zia Field Prediction to work?
Title. The more tickets we have available to train on the worst the confidence level gets.Set plain text as default.
Hi guys, All my emails should be send in plain text and it's very annoying change from Rich Text to Plain Text every time I've to send an email. How can I set Plain Text as default?Pre Paid Blocks of time
My customers buy X amount of support time. Once a ticket has been resolved that used time is deducted from their support contract. Please show me how this is achieved? This is the same question as asked here. But from the link posted. This does not answer"Reply all" can also CC to addresses that are also connected to Zoho, thereby disrupting ticket management
What happened? 1. info@yourdomain.com and support@yourdomain.com also connected to Zoho as Email Channels. (Support@ is the default.) 2. customer (customer@example.com) wrote email to info@yourdomain.com and also CC it to support@yourdomain.com 3. whenEmail-direct-to-ticket Functionality - Hidden from Help Centre/Customer
New to ZohoDesk, but long-time CRM user just adopting ZD - can't find an answer to this in the KB or community so far! Is it possible to email direct to ticket, but without such emails appearing to the customer? We are a B2C customer service provider,New Updates to Zoho Desk Notification Center
We've made a series of updates to the Zoho Desk notification center to improve how agents manage and respond to notifications. These updates address common challenges faced by agents, such as not being able to apply a filter to view notifications whereAny way to have the total time from all tickets being merged show in the master ticket
Hello, I noticed when I merge 2 or 3 tickets, that the only time shown in the time entry tab is the time that was in the ticket chosen as the master ticket. This could be a problem when pulling time reports. Is there a setting that enables time from all tickets being merged to show in the master ticket?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?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 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 andCannot 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, customers
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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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