View tickets
Is it possible to have 1 person in a organization which can view all tickets of that company? Example: IT Manager of Company X wants to view all tickets of Company X, no other user can see all tickets of Company X.Automatically associate contact with product
Hello, I created a Real State scenario at CRM where I have property owners that are contacts, and properties that are products. After creating a contact and a product, I associated them. My Desk is integrated with my CRM, and it automatically createsRecipient accidentally added to ticket?
One of my users copied email text from a client into the description of a new ticket. The ticket was intended to be for internal use only, so imagine our surprise when he received an email notification, replied, and his reply was added to the ticket!Issue with Blueprints in Zoho Desk
Hello, I’m experiencing an issue with Blueprints in Zoho Desk. I have some Blueprints that haven't been modified since July 28, 2023, but they suddenly started having issues. In some cases, it’s not possible to move to the next stage; when clicking theWhere can I find my documents
I am evaluating solutions to store text documents. I once created one text document on zoho and worked on it. I came back to zoho a few weeks later. Impossible to find it again. Is there a web page containing my documents or my folders? How can I retrieveTicket Views: filter criteria -> dynamic date values in relation to the current date
Hello all, It would be very helpful if you could build custom views in such a way that you do not have to adjust the criteria daily or at whatever interval in order to change the fixed date value as needed. For example, I would like to create a view that,"Copy Field Values from one Module to another" how to use?
Hi everyone! I'm sorry if this question was already asked, I didn't find it! So let me explain: In my Tickets module, we have the custome field "customer type" where we indicate if it's a lead, user, etc... In the Contact module I used the "type" field with exactely the same entries. I would like when in the tickets module an operator choose an option that it automatically update it in the contact module. I found the "Copy Field Values from one Module to another" custom function which seems perfectOpening & working multiple tickets
We work in multiple tickets at the same time. Currently to do this, we have to open multiple instances of Desk. Is there a way to do this by just opening multiple ticket tabs within 1 instance of Desk?Merge tickets
Hello, I am attempting to merge two tickets; however, the option to merge does not appear to be available. Could you kindly confirm if this feature has been relocated or removed? Additionally, could you please provide guidance on the correct process toZoho GC Flow is not showing in IM Channels
I have added my social IM channels in zoho desk. Created a GC Flow to automate conversations. But Guided conversations are not showing in any platforms I have chosen; WhatsApp Instagram Messenger Web (Business Messaging) In the flow I mentioned theseSet recurring tasks in Zoho Support?
Hello, We use the task function in Zoho Support to set reminders for "due dates" of important events, such as lease expirations, etc. Is it possible to set some of these as recurring yearly? As of now, we have to reset every task manually after one year. Is there a way to have it reset automatically? Additionally, is there a way to import a list of tasks and their dates into Zoho Calendar? I have not been able to do it from Zoho Support to Calendar. I tried exporting tasks from Zoho Support,Schedule a regular backup
In CRM I have a regular backup setup. I cannot find an option to backup Desk? I would like to take a backup before I test syncing products between CMR and Desk.Limit who can submit a support ticket to your site?
Does anyone have a use case for needing to limit who can submit tickets via your help portal? Some of our customers want to have end-users view our knowledge base articles and see tickets their IT groups have submitted but they do not want end-users toAllow us to disable the Reopen Ticket button after a ticket is closed
Disabling the Reopen Ticket will allow us to have more control over the ticket's flow. According to support, this is currently not possible. Please add this to let us, the customers, mold the ticketing system into something that we can use for our businessAssigning Tasks and Requests to Groups... how do I?
Guys, I've spent many hours exploring Zoho Support and we are generally satisfied with the system. I'm trying to understand how a system that has so much to offer can be missing GROUP assignment and queue functionality. I am hoping that there is a wayRemove the [## XXXX ###] from subject replies
For our organisation we would like to have the [## XXXX ###] removed from subject replies. Cheers, Jurgen 365VitaalWerkenHOW TO: Searching a thread (email body/text) with a custom function, allowing filtering and specific actions
We are still trialing out Zoho at this time, but have found a major expected feature to be missing - the ability to search within the text of an email for automation/workflows. NOTE: You need to create a connection for zohodesk under settings -> DeveloperPartnership Proposal for Supporting Number Porting Services in Singapore
Dear Zoho Representative’s, I hope this message finds you well. My name is Honelito Gilos, and I represent Borderless Hub Pte Ltd (Singapore). We are a Telco here in Singapore specialising in providing seamless number porting services, and I’m reachingIntegrating Zoho Desk Instances from two separate organizations
Is it possible to integrate Zoho Desk with an instance from another organization? For example, creating a ticket in one organization can cause the creation of a ticket in the second organization? Or certain tickets from one organization be viewable byResponse Violation - Zoho Desk
Hi Team, I just need an information regarding the zoho desk - Response Violation and how can we avoid the tickets from getting the tickets response violated.Unable to access Zoho Desk at all - has an extreme slow load and then just remains blank
This is all I see:Template Email Reset Password
Hi It is possible to customize the email that comes to a Customer Portal user? It comes in English and need this in Spanish. Esteban Elias Preventa Tecnica - Educacion Xpears.comGlobal Outage - Please Update Current Status
It looks like Zoho Mail services are down everywhere. Please update with current status and time-to-resolution.Set organization level access to Knowledge Base and manage duplicate article permalinks (with date appended to them)
Hello everyone, We have introduced two important updates in the Knowledge Base module: Permissions - A new permission called "Admin access" has been introduced under module permission. Permalink alert - Users will be alerted when an article with the sameタスクを問い合わせテンプレートに追加
タスクを問い合わせテンプレートに自動で追加されるようにしたいです。どうしたらいいですかCustom Profile Agents Unable to Update Mandatory Phone Number in tickets under Zoho Desk
Hi, While working in the Ticket module in Zoho Desk, agents with a custom profile are unable to update the Phone Number field (which is mandatory) under Account Information. The agents need to enter values such as "NA" or "Nil" in the field to close theMacro Email to be determined by a ticket field
Hi, we are a commercial energy brokerage and are implementing Desk as our helpdesk tool to replace manual emails, personal whataspp and telephone. We have setup a macro rule when we can trigger an email, update ticket status and trigger a task.... butDuplicate New Ticket Emails
I am getting two Ticket emails when a ticket is created. The first one goes to me as the Admin helpdesk@ And because I am an Agent as well it also send to helpdesk@, support1@ and support2@ Is there any way to stop this?Ticket Response Email Template
Is there a way to have an email template automatically selected when I click on Reply for a ticket?Zoho Desk -> Zoho Analytics : Where is the field for "Layout" ?
I have many different layouts on my helpdesks and I want to be able to identify the stats for each one, however I can not file the field in the raw data from the Zoho Desk datasource. I thought it might be under "Tickets" but there is nothing. There isHolidays
Hi; For defining Holidays, you need to add logic to handle the year as well as the month & day. We need to be able to enter Holidays for the next year. I need to add a holiday for January 2, 2017, but I can't until January 1st, which is a Sunday and weEmail signature not being included if user creates ticket / sends email
When I create a ticket (send email), the signature doesn't appear to be added to the ticket. Can you confirm if this is the case? It would obviously be useful to include the user's signature even when sending a client an email and not only on replieKB Templates
* It would be nice if Zoho can provide users an option to create custom templates for KB articles. Also, it would be nice as well if the users can have an option to 1.) select a default template and 2.) declare default tag/tags, for KB articles created through Ticket's resolution.Tracking movement between departments
I've been developing a reporting system in Zoho and one of the groups I want to develop a report on primarily moves tickets from department to another. Is there a way to set up the reporting on Zoho (or Zoho Reports) that can tell me the number of ticketsNot able to change colors help center
Hi. How can I change the orange color in the help center? You can change everything besides this font color And how can I remove the part on the bottom?Whatsapp reply not reflected under Tickets for offline agent
Hi, We are encountering a situation where WA response from customer is not reflected under tickets (if the agent handling the case previously is not active due to off day/ MC). The ticket will remain in the offline agent's queue until agent is back toDefault ticket template in helpcenter
Hello, I have a web form and a ticket template created. How can I make that my default ticket template? If an user clicks New ticket or create a ticket, I want that template to be the default one. Thank you for the time and info.Create customized SLAs for your customer base with support plans
Managing customer expectations, prioritizing critical issues, and resolving customer inquiries on time is quite a juggle. Without a clear timelines or defined priorities, a support team may struggle with delays in response, SLA violations, and pendingConvert Request to Forum Topic
I know you can convert a forum topic to a request and a request to a solution in the knowledge base, but how do you convert a request to a forum topic? Is this possible? If not is this a feature coming down the pipe in the near future? Thanks!Knowledge base bug - Error: Article couldn't be updated.
It took me a while to figure this out, truly one of the most irritating bugs in Zoho. I hope you find this information helpful. When using the knowledge base to create articles, make sure your keywords are in lowercase and separated by commas. Otherwise,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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