Deprecation of Basic Authentication in Exchange Online
Hi, We've been made aware that MS will deprecate the use of the basic authentication with M O365. When this happens, we won't be able to use the SMTP settings in Zoho Desk, as this requires authentication by credentials. Are there any plans to enhanceSchedule KB Articles
Hello! I was wondering if it was possible to schedule KB articles to publish on our help center. Our team has new features that are released periodically and it would be helpful to schedule the publishing of those articles instead of having to manuallyMultiple Products on Ticket
Good morning. We will classify all tickets based on the product. Users sometimes send different requests on the same ticket, so we are facing some challenges. Is there a way to add more than one product to the ticket, or is there a way to tie the productTicket not refreshing when comments added via custom function
I have a custom function in Zoho Desk that triggers on a field update workflow which is working well, however the ticket does not reliably refresh to show changes. In particular, I am adding a comment to the ticket thread to show important informationEnable Templates in Zoho Desk to allow attachments
Currently Zoho CRM templates allow attachments to be added to those templates and when used, emails from these templates contain those attachments. IN Zoho DESK, there is currently NO way to add an attachment to a template. This seems bizarre. Please let me know if I'm just not seeing it. If there really is no way to do this, can you please create functionality to do so? We would like our emails that go out to client upon ticket creation to contain a one page PDF attachment...Move ticket department but stay in the ticket
Hi all, We move tickets around quite a lot between departments. When we move a ticket, it moves as it should, but we then have to click back into the ticket to carry on working on it. Is there a way to move the ticket to another dept yet stay in it? ManyZoho Desk now integrates with Slack
Do you use Slack to power internal communication and collaboration within your organization? If you do, we've got some good news for you. Zoho Desk now integrates with Slack, so your agents can get the best of both tools without compromising on either. The Zoho Desk app for Slack gives agents quick access to ticket information from right within Slack, saving your team time and effort. The integration also lets you configure real-time updates to your agents via Slack. The notifications canIssue with zDesk Ticket Searching
Hi zDesk Team, I would like to request for your assistance on this annoying issue with desk. This has been going on since last week, I do have open tickets on my dashboard but some of them can't be search even keyword assoc to the ticket. Here's a sampleHow can i move multiple tickets to different department ?
I have 10 Departments ( Regions ) in Zoho Support . i want to mote multiple tickets at once to another department.how can i achieve it?Notifications not loading
Hi, i am having a issue with the notifications seems like do not load correctly. I deleted cache, cookies, i tried with another browser, from different devices but I have the same issue.Not receiving New Ticket Emails
Hello! The company I work for uses the Zoho ticketing system, however, I've noticed I'm not receiving email notifications when new tickets are published. I have admin rights to see these tickets on Zoho Desk and respond to them, but am not receiving thePrint Layout to pdf
Hi all, A helpful idea: is there a way to create a layout for the techs to complete and be able to print it in PDF for the end user to sign? We can then scan the form and attach it to the ticket. This would be helpful when we do deskside or onsite support.KB 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.Customer Feature Requests
Like Zoho, we're a software company that markets an SaaS product. We frequently get feature requests that come from the support system. My technicians have a responsibility to listen to our customer requests and add them. Right now the only way to doAssigning 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 wayWhy are attachments not working/ downloading/ showing?
I'm trying to do work, and Zoho Desk is preventing me from doing this. Ticket, person A attached an image, im trying to view the image.... then this! Why even allow people to attach things if attachments dont work 99.999% of the time.Auto Apply template function
Hi, I want to automatically apply an email template when creating a reply to a ticket. I know this can be done in custom functions but Im having some trouble with deluge. Is there any assistance you can provideRound Robin Load Based Order
HI, when I set up a load based order assignment rule is a way to set what agents in a team receive the tickets first, thanks.How to Change the Layout of an existing Contact?
After creating a contact in Desk, you need to change the layout because the incorrect layout was selected during creation. Even though the field is Read/Write by an appropriate profile, the layout field is not able to be changed. Is this not possible?M365 Blocking emails from Zohodesk as Phishing
How to attach existing invoice to a Zoho Desk ticket
I have invoices already in Zoho Books but most recently I've setup Zoho Desk and imported all the previous tickets. How can I attach an existing invoice to it?Automate Ticket Assignment to Contact or Account Owner Using Custom Action
Teltroz Inc specializes in data science, data analytics, and big data technologies. Serving a wide range of customers from large to medium-sized businesses, security has been their top priority. The firm uses Zoho Desk to enhance their business operations,Featurecast Story 20 - Transform conversations into tickets
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 20 - Transform conversations into tickets Easy ticketing from within the IM module Conversations to tickets There are two types of ticket conversions available in instant messaging • ManualDisplay tag names in status mode views and inside tickets
A similar feature already exists in Zoho CRM and that makes specific module entries easier to identify visually. Please consider implementing something similar in Desk tickets. I got two suggestions but both are related to tags in tickets. 1. Make tag names visible in tickets. At the moment only the number of tags is displayed without the actual names. 2. Make tag names visible in ticket preview information in status modes. At the moment nothing related to tags is displayed. I know you can createRemoving To or CC Addresses from Desk Ticket
I was hoping i could find a way to remove unnecessary email addresses from tickets submitted via email. For example, a customer may email the support address AND others who are in the helpdesk notification group, in either the TO or CC address. ThisAttention: Hold on '2-Year Data in Analytics - Reports' Early Access | Zoho Desk
Dear Community, We recently initiated early access (in phases) for a closed group to the "2-Year Data in Analytics - Reports" feature. This expands your ability to generate reports spanning a two-year period, addressing a longstanding limitation in ZohoExporting the email templates
Hi there, We would like to keep a safe copy of our email templates but cannot find a way to export them or at least request a backup. Is this feature available? If so, how? Thanks!Change Layout in Bulk
Hello, I would like to know how I can change the layout of numerous tickets. I cannot change the layout via bulk update... We need to change about 500 tickets, how can we do that? Regards, SvenIs it possible to remove the Download as PDF option for users when viewing an article?
Is it possible to remove Download as a PDF as an option for users when they read the article? Our problem with this options is that when users download the PDF, the PDF does not have a date on it. So the PDF will become outdated when we update the article,Icons used in Zoho Desk
Is there a place where I can get more of the same icons for other modules as I would like them all to match the same styleChanging default Ticket Status
I want to add a default status of New to all of my ticket layouts for a department so that things can be triaged before moving to Open. How can I change the default from Open to NewTeam as a Ticket Owner
Is there a way to include a Team name as a ticket owner? Thanks RudyHas anyone integrated SMS well for Zoho Desk?
Our company does property management and needs to be able to handle inbound sms messages which create a ticket for Zoho Desk. We then need to be able to reply back from Zoho desk which sends the user an sms message. This seems like a fairly common thing to need - sms handling for support tickets. There is basically no good information from any third party vendor for Zoho Desk, while there is a ton for CRM. Zoho is pretty unhelpful when I've reached out to them, and a lot of vendors just directInternal Support and Assigning Tickets
I want to set up an Internal Desk Support system. Here is what I need... We need our internal "Support" staff to be the Ticket Owner We need to be able to identify who the "Account Manager" is on that client and get emails as part of the ticket. I'd likeSetting Up Email Parser in Zoho Desk to Automate Ticket Assignment Based on Ticket# or PO#
I need assistance with setting up an email parser in Zoho Desk. My goal is to automatically assign incoming emails to existing tickets by searching for either the ticket number (Ticket#) or purchase order number (PO#) in the email subject or body. IfZoho support - escalation not working
Hi, I am using zoho support portal for our company ticket tracking and maintenance : 1. Intermediate replies considered as new ticket. 2. Escalation not happening - previously it worked. 3. Moderator doesnt recieve an intimation of new ticket in his email.Possible to Manually Activate a Customer?
I have a customer who is getting the ticket notification emails but not the activation emails. This means that the tickets exist, but she can't log into the system to look at them because her account hasn't been activated. Is there a way I can manuallyHow many characters in all Knowledge Base articles combined
Is there any way to get a total of the characters of all articles in our knowledge base? We are looking at using the KB to train AI, and it is necessary to know how many total characters there is in our knowledge base currently.Add a new metric to the Analytics dashboard ->Tickets Transferred to the relevant department
Dear Zoho Desk Support Team, I'm writing to request a feature enhancement that would significantly improve our ability to analyze workload within the Desk departments. After talking with Zoho support I understand that this is not an option as for nowGuided Conversations - Ticket Creation
Hi there, Using Guided Conversations to Take Customer Data and apply it into a Support Ticket for internal use, Is there a way to take multiple Textual Variables Inputs (A series of questions), and have the answers all appear in the Description of theNext 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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