Knowledge base: The nitty-gritty of SEO tags
A well-optimized knowledge base with great SEO can benefit your company by allowing customers to find help articles and support resources using search engines. This enables customers to quickly and efficiently find the information they need without directAvoid reopening tickets from 'Thank you' or 'Postmaster undelivered' messages
Hi, I'm getting several tickets reopened due to customers replying with thank you follow up emails and specially from 'Postmaster undelivered' since customers originally CC'd incorect email addresses and we accidentally reply to them when replying toLooking to Flag or Tag contacts/ accounts on Zoho Desk?
I am looking for a way to flag certain accounts and make it obvious on the views pages. So for example if a has a certain package or needs extra attention it is clear before even clicking on the ticket. This could be via adding a tag or flag onto an account,Creating a task in Deluge like in a workflow
Hello, I'm wondering if it's possible to trigger creating a task within a custom function, but basing it on a template like in a normal workflow? The problem with sticking to workflow creating my tasks is that it just doesn't care about duplicating, andDesk 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 isTicket Reply Assistant ZIA Dutch
Hello, I activated the Ticket Reply Assistant today. A nice functionality of ZIA. Unfortunately this is only working for tickets in English. When will Zia be available in other languages? ChatGPT is already able to deliver that. Regards, JasperIn Zoho Desk, is there a way to see a list of comments that I've been tagged in?
Thanks in advance!ZohoDesk outgoing emails blocked by SpamCop
Some outgoing messages being rejected as junk mail because ZD mail is blocked by SpamCop's filter This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This isKnowledge Base Accordion elements in HTML
I am wanting to build up a user guide in your knowledge base using articles. I would like to use collapsible sections (accordions) elements in my pages to make the reading better. I have used Bootstrap Accordion before or looking for other types of Java Script I could embed in the HTML editor of articles. Is this possible?... any advanced plugins or other I can use to make more rich content in my articles?Desk API - what is the correct way to associate a new ticket to an account.
We are trying to automate the creation of tickets that are linked directly to an accountId Some background. When we onboard a new customer, we create their new account in Zoho Desk that contains all of the company details for that customer, and we linkAPI to get Spam Tickets.
Currently the result of Ticket Search API does not include spam tickets. Is there any params or filters need to be added for Ticket Search API to list spam tickets or Is there any another API that lists spam tickets? Please provide the API details.Flutter - Unable to SHow Create Ticket
Hi Team, I have initialized the Zoho ASAP SDK by calling the ZohodeskPortalApikit.initializeSDK() function. Now when I try to show the create ticket using the ZohodeskPortalSubmitTicket.show() I'm getting the below error. Unable to start activity ComponentInfo{com.xxxx.dev/com.zoho.desk.asap.common.activities.ZDPBaseActivity}:Workflows/scripts/custom functions stopped working after deactivation of the admin user who created them
Hi there, one of our admins left the company, so I had to deactivate his user. Sadly, this results in chaos, because nearly all of the workflows, scripts and functions he created in Desk, Analytics and Flow stopped working. We changed the neccessary connectionsAutomation#17: Auto-Create Tasks in Zoho Projects Upon Ticket Creation in Zoho Desk
Hello Everyone, This edition delivers the solution to automatically create a task in Zoho Projects when a ticket is created in Zoho Desk. Zylker Resorts uses Zoho Desk for bookings and handling guest requests. Zylker resorts outsources cab bookings toIs it possible to notify a non-ticket owner agent (who has previously also replied to a ticket) when a user sends a response?
User (our customer) sends a support request in. An agent replies - an automatically becomes the ticket owner. Another agent also replies The user replies A notification is sent BUT only to the owner agent. Can the user response notification ALSO be sentKnowledge base and Dropbox
I am trying to embed a video saved in Dropbox using a public link, but I keep getting the below message.Zoho Desk and jira integration issue
Hi Zoho support, May we ask for your assistance as we are encountering issue when we create JIRA issue via zoho desk please see screenshot below for reference error: "support.integ.jira.file.a.issue.problem"Agent on Holday
Is it possible that if an Agent is on holiday, that tickets can be temporarily assigned or something similar to another agent or Team? So the Agent would amend a setting somewhere or mark himself on holiday somewhere and the reassignment or notificationAPI trigger when image is received over an email
Hello, Can API be triggered once an image is received from a customer on Zoho and change a ticket owner ?How to customise Authorisation Request email
How do I access the template for the authorisation request section in blueprints ? When the email comes through it has no styling at all and could be mistaken for a phishing email Where can I change this as I can't find it in the Template sectionZoho Desk Auto Response to Outside of Business Hours ticket
Hi I am trying to automate response to requests that are coming in over the weekends and outside of the regular work hours of 9 to 17:00. I have tried using the Work flow Rules but the criteria for time requires date and time to be specific, which I do want to avoid. Same thing happens when I try to add the weekend response as well. Is there a way to add auto response to a ticket (comes in either via e-mail or web form) that would include a message that the request is out side of office hours?Flag/Set Mail as private afterwards
Hi! Is it possible to flag or set a Mail after sending/receiving for example from an internal conversation to private to hide it in the help center. If this is not possible, why is this not possible. Sometimes it is necessary to flag/set an Mail to public,Scheduled Reports missing charts
I've scheduled a report in my Zoho Desk application. While looking at the report from a browser, it has the chart at the top and the supporting data underneath it. When I schedule the report and email it as a PDF, the report is missing the chart at theHow to apply blueprint on tickets that created from IM module
Hello, I have an issue applying blueprint on tickets that created from WhatsApp conversation, the tickets matches with the blueprint criteria but still we are not able to put these tickets into the blueprint. I've tried with deferent type of tickets andZoho Desk - Account Owner bulk trasfer
Hi guys, I have a Customer Success Manager who is leaving his job, i recruite a new CSM to replace him, On the old CSM agent , there are roughly 200 accounts (the clients he was managing), i want to bulk transfer the whole accounts from his account ownershipLookup field to be visible in help centre
I'm building an internal helpdesk and want end users to be able to select their Line Manager from a lookup to the Contacts module.... I can create the module, but can't get it to be visisble in the Help Centre How can I do this ?Is it possible to schedule in ZohoDesk Extenstion
Hi Team, I have a use case where I need to schedule an action at a specific time. For example, closing a ticket at a certain date and time. Is it possible to accomplish this in the Zoho Desk extension? According to the documentation, it seems that this"ROUTE_TO" function not working when the user is in the context of "All Departments"
Hi, I'm trying to load my extension side panel automatically when the agent navigates to a ticket, using the background widget. I'm using the following code: ZOHODESK.invoke("ROUTE_TO" , { entity : "extension", location : "desk.ticket.detail.lefttab",Integrating Two-Way SMS Conversations via Twilio with Zoho Desk and Linking to Tickets
I am looking to integrate two-way SMS conversations into Zoho Desk using Twilio. My objective is to enable our support agents to send and receive SMS messages directly within Zoho Desk, with all SMS communications linked to the corresponding tickets.Secondary email and ticket associates
If a contact has a primary and secondary email under the Zoho desk accounts, do tickets get associated with them regardless of which email address they come in as? I was thinking of setting a contact primary email as: no-reply@example.com secondary emailIntegrate WordPress site as a Knowledge Base for Zoho Desk Suggested Articles
Dear Zoho Desk Support Team, We'd like to propose a feature enhancement for the Suggested Articles system within Zoho Desk. This feature would allow seamless integration with a WordPress knowledge base, enabling relevant article suggestions for agentsImporting Ticket data to Spreadsheet
Hi ALL, Please share the easiest way to create a template for google sheets where the field are auto updated from ZOHO desk . The field from zoho desk that would need to be updated are "open tickets" "Closed tickets" Below is the sample.Ticket View grouping
Morning, Is there a way to group tickets based on status? Thanks RudySMS Integration
I'd like to add SMS capabilities for workflows on ticket escalations and internal notifications. there are a few different options. Any feedback on SMS people are using or what this community would recommend? We have Zoho One and are hoping to not addAuto-assignment of tickets based on CRM account owners in Zoho Desk
Hi, I want to automatically assign tickets to specific support agents based on a clients CRM owner. So in Zoho CRM, each account has an owner (accountmanager). Each accountmanager has its own specific support agent. I want that when a contactperson ofHow to add ticket creator field in new ticket layout
Hi, I want to add a field with 'Created by' which contains the name of the person who created the ticket. Is there a default field containing this data or should I create this field?How to add Ticket Creator field in new ticket layout
Hi, I couldn't find how to add Ticket Creator field. To be clear, I need to see Ticket creator name and Team she/he belongs to. Also this fields should fill automatically when agent opens new ticket. This is very necessary information for our company.Automation #16: Automate Ticket Reopening on Scheduled Timestamp
Hello Everyone! This edition uncovers the option to schedule reopening a ticket automatically. Zylker Finance tracks insurance policyholder activities through Zoho Desk. For policyholders who pay monthly premiums, tickets are closed upon payment completion.Agents can create a single quote at the end of the month for all of a customer's tickets
I would need to create a single quote containing all closed tickets for a single customer at the end of the month, what do you suggest I do?Require Attachment in Ticket
Hi: We have certain requests that we require an attachment. We have a web form which includes an Attachment field, however that is the only field that we can't mark as Required. Since the GUI/WYSIWYG doesn't have the required checkbox, I thought of anNext Page
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Automation #6 - Prevent Re-opening of Closed Tickets
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Typically when a customer submitsAutomation#23: Automate Guided Conversations in Zoho Desk with Business Hours
Hello Everyone, This week's edition introduces a custom function designed to automate Guided Conversations in Zoho Desk, based on your business hours. With this feature, you can align the bot's behavior with your business schedule, ensuring a smooth andAutomation #7 - Auto-update Email Content to a Ticket
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Email is one of the most commonlyAutomation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have TerenceNew 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 enhancements
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How to add footer in the custom widget
I am creating my custom widget for ASAP integration in Moodle as i only need knowledge base and submit a ticket there in the moodle, There was some translation issue in default module widget now i found the way to create separate widget and show in theRequest for Custom Script Support in Help Center
We would like to request the addition of custom script support in the Help Center, similar to the functionality provided by Zendesk. This feature would allow administrators to customize their Help Center with scripts for enhanced functionality, such asAutomation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved betweenAnyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!Twilio 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 calls
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Webinar 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, GreenEdit 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-importantLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools2024 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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