Blank screen with my main account ("Banned" according to support)
Hi, To make it short, I contacted support because I get a blank screen when I try to access Zoho Desk to check if it's a viable solution for one of my customer. According to them, the screen is blank due to the fact that the old account was inactive forMultiline text fields no longer supports bullets?
We previously used a custom multi-line text field and have recently determined this no longer supports the bullet (unicode U+2022) - is this by design?Change Zoho Desk Super Admin
Hi Zoho support team, May we ask on how we can change our super admin for our subscription? Currently, the person in our company primary contact and account administrator is different from our super admin This is because we are trying to enable the chatGuided Conversation Widget - Can it Auto-Start?
Finally got our guided conversation to work like we hoped and create tickets. Doing some testing this morning of how to lay it out on our website and rather than getting an active chat dialog, I'm presented with this (relatively hideous) thing I've neverDiscourse integration with Zoho Desk
Hi, We want two-way integration between Discourse forum with Zoho Desk, Any topic created on the forum will create a corresponding ticket on Zoho Desk. Any subsequent posts on the forum should appear as a customer reply on the same Zoho Desk ticket. AnyUnable to Star Ticket List Views
I currently have 9 ticket list views "starred." I had 12 starred a few days ago, but while trying to troubleshoot this issue, I removed some lists I felt I could do without. Whenever I click on the star from a ticket list view to add the view to my starredPGP Support
Hello. Are you planning to add a PGP support to Zoho Desk? Thank you.Compressed notifications create more work make them useless / Notificações compactadas criam mais trabalho e as tornam inúteis
Not fit for purpose. / Não é adequado para o propósito. The problem is that the most important notification @MENTION ... is now lost in a tier that you have to click on each one to see if you were mentioned. This should be a priority notification andInviting Clients to Meetings and Receiving Meeting Invitations in Zoho Desk
Hello, We are a B2B and therefore we need our agents to be able to send and receive meeting requests in Zoho Desk. We use one support address for our clients and we then assign tickets by the manager of the Deal in Zoho CRM. We want the assigned agent to be able to accept a meeting invitation from a client and have it integrate with their calendar in either Outlook or Zoho Calendar. We also want an agent to be able to invite a client to a meeting from Zoho Desk. Ideally sending a meeting requestHow do I change the default close status when I hit the "Close Ticket" Button?
Hi Gang I have several closed status, however I want one as the default. At the moment it is defaulting to one that I don't desire. How can I configure it so that it defaults to my preferred close status?CRM Related Lists in Desk
I set the name of the Custom modules in CRM as ShipmentItems in zoho desk. Where should I see this modules information in zoho desk?Attachments on Forwarded or Replied emails
Replying to an email with previously attached files all attachments are removed. Forward cannot be used as the email is flagged as private. Is there a way to reply to include attachments to a reply as the alternative right now is download all attachments, compose the reply, re-attach all attachments which is very cumbersome to do.Split ticket option is not showing on the "More actions" menu
Hi Team! I want to report that the "Split as new ticket" option is not showing on the "More actions" menu, as showed on the documentation on: https://help.zoho.com/portal/kb/articles/spawn-a-new-ticket You can see this behaviour on our client the followingEditing the Ticket Properties column
This is going to sound like a dumb question, but I cannot figure out how to configure/edit the sections (and their fields) in this column: For example, we have a custom "Resolution" field, which parked itself in the "Ticket Information" section of thisZoho Desk layout Save
Hi Every time I try and update the customer layout and save it comes up with - Unable to process your request Please helpASAP Unable to raise ticket
Hi, I have created a new ASAP widget, but when you click on raise ticket in both the preview and live, it just presents a blank box with no form to fill out. Can anyone assist?Email Approval in Zoho Desk
Hello! We would like to set-up an approval process, so that agents will prepare the reply to a ticket, the reply will be sent to an agent who will act as approver and then the approver should have the option to: -Comment requesting for improvement ofHow do I customize the Knowledge Base tab in our customer portal?
It looks like we only have the option to customize the Home Page of the customer portal. How can I gain access to control what shows on the the Knowledge Base? It shows 'Recent' and 'Most Viewed' articles - but what if I want to arrange specific linksClosed Tickets
When will an update to the Zoho Desk add the ability or functionality when the ticket gets closed it says closed. As of now when I close a ticket people can reply back to the same ticket and it will reopen. It shouldn't be an issue when this was firstOrganize your knowledge base articles in a custom order
Hello everyone, In your knowledge base (KB), articles can be displayed based on the time of creation, time of modification, or in a custom order that allows a static view of articles in the help center. Previously, the custom order was an option limitedEdit Format of Subject in Helpdesk Mails
Hi all, is there any way to edit the format of the subject in desk mails? Currently it's looking really ugly. I would prefer to have the Ticketnumber at the end and also a space after "Re:". Current Format: Re:[## 104 ##] Test Ticket Preferred Format:Line application won't create a new Ticket
Previously, when we resolved a customer inquiry through Line chat, we would close the corresponding ticket. However, starting last week, we encountered an issue where customer queries within the same chat were not assigned new case numbers or marked asTrack agent work activities and attendance with the agent attendance tracker extension
Hello everyone, In this post, we will discuss the importance of tracking agents' attendance, the current challenges that businesses are facing in this area, and the key benefits of monitoring daily activities. Managing agent attendance effectively isIs "Agent" as broken as it seems?
I just want to pass this by the community because I'm certain I'm missing something here: Out-of-the-box, Zoho Desk has two pre-defined Roles: CEO and Manager. It also has a few pre-built user-types (each of which have a pre-assigned and uneditable RolePin Comments in Zoho Desk
Hello, I'm writing to ask if there is a way that we can add a "pin" option to comments so that a "pinned" comment would show at the top of a ticket for review? Also would like to suggest if there could be a tab at the top section for "comments" sectionImproved communication with bulk WhatsApp messaging
Dear Desk users, We have added the option to send WhatsApp messages in bulk to multiple contacts. Agents can select multiple contacts from the All Contacts View list and send WhatsApp messages to all of them at once. This action is useful especially whenAuto detect language in desk
Hello. I'm wondering if there is a setting in Zoho Desk that can automatically detect the language of tickets created in Zoho. Currently, we're experiencing issues where some tickets are marked as -None- for language, while others are correctly identifiedSorting tickets by the most recently updated first
How can I sort tickets by latest activity/last updated ? Is this possible?Pinned important comments and threads in tickets
Hello everyone, We are happy to announce that users can now pin important comments and threads in a ticket. This feature helps agents quickly access the customer's requirements and stay updated on the latest developments to ensure they have up-to-dateHow to remove desk-mailer.zohodesk.eu from New Ticket email from address
Hi Can someone advise how to remove the desk-mailer.zohodesk.eu From the auto email. Both the Agent and Customer email as this email address in the from and it looks very ugly and unprofessional. I have setup the additional email accounts and custom SMTPChanging department name
Hi, I want to change the department name from customer success to customer support. Will this change have any consequences to the department id (which we use in Zoho Analytics) or email address etc?Zoho Desk: What's new in 2024 | Feature release
Zoho Desk's 2024 release is here! This year, we are bringing you a range of highly-anticipated features, including some that are designed to meet unique and industry-specific needs. With solutions for personalization, automation, AI, ticket management,How to create a workflow that automatically split as new ticket in Zoho Desk
How to split a ticket using custom function in workflow where all new email or reply with same customer will be split as new ticket to avoid merging of ticket numberViews on KB Articles
In the insights section of an article there is a view count. This number is also available in the list of kb articles. How can I get a list of all kb articles with views? It;s not in the exported data nor is in the advanced analytics area. WouldDo not Receive Notifications on top Right When Email Comes in
Hello, Some time yesterday or two days ago, I am unable to get notifications found here: I still get emails to our domain, but just do not get any notification on Zoho.Create a report that would reflect linked JIRA ticket on a Zoho ticket
Hi Support team, Would just like to ask if there is a way to create a report in Zoho Desk where it would show list of zoho desk ticket details (Ticket ID, contact name, subject, etc) and it would also show the JIRA issue it is connected to?Documentation
Does anyone use the built-in Zoho Knowledge Base for technical writing/documentation? If so, what is your workflow? Do you use Zoho Writer or some external tool for authoring?Notification Center doesn't update anymore
We are used to using the Notification Center of the Zoho Desk to follow all tickets updates, but I've noticed its last notification was from 11 days ago, as shown in the image below. How I can found out why this happened, and how can I resolve it?Default Dashboard Additional Filters
Hi Zoho Desk Team, Is there a way to add more filters to the default dashboard, like "Country" and "Account Name"? Right now, the filters are limited. Also, can you extend the duration filter to 1 year? Currently, it only goes up to 1 month. Thank you,Zoho Outbound email rate limited.
Hi, A staff member sent through an email to the customer's hotmail account and we received the below error. Original-Recipient: rfc822;customer@hotmail.com (changed for privacy) Final-Recipient: rfc822; customer@hotmail.com(changed for privacy) Status: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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