Ticket Self Service Submit Button Missing/Invisible
When creating a ticket on our self-service portal, the only visible button is "Discard". Submit is present if you select the text by highlighting it with your mouse, but is otherwise impossible to be seen.Feature Request: Please allow mapping of fields in tickets to Contact and Account fields
When I create a ticket in Zoho Desk and select a contact, some of the fields are auto populated (email, phone and account for example). However, if I add a Mobile Phone field there is no way to map it to the Mobile field in the Contact record, and itAutomation #14: Capture Jira Issue Key/ID in a Ticket Custom Field
Hello Everyone! This month's edition brings you a custom function to consolidate your records associated with Jira integration. Jira integration enables support engineers and R&D units to collaborate seamlessly on feature development, product improvement,Approval from none agents
Is there a way to send a ticket for approval to someone who is not an agent? We have several processes that need approval from various department managers. These managers are in Zoho as a contact, and one is a lite agent. It would be great if we couldIncoming ticket, sender not recognized
As soon as there is an incoming ticket (email), the sender is not always recognized. Anyone have an idea what this is about? I now have to manually enter the sender every time, which means that I also have to manually enter the email address when answeringemail in conversation to resolution.
Good day, It would be great if there was an option in the "..." dots on a conversation that would allow us to move that email (reply) to resolution. Thanks RudyZoho Desk custom domain for customers only, agents using desk.zoho.eu?
Hi, I would like to keep our helpdesk at helpdesk.mycompany.org, but access the desk as agent via desk.zoho.eu/agent/mycompany. I have at least one reason for it - when I have in Safari Prevent cross-site tracking on, telephony doesn't work. The log isSupport Contracts with SLAs to specific subscriptions
I have 2 main questions: 1. When I create a support contract for an account, I can associate an SLA and a product with that contract. I would like to know if it is possible to activate the SLA of this contract only when a ticket is opened that containsHow do I delete survey responses (Customer Happiness)
Hi, I need to remove dummy survey responses (those I created during evaluation period), and invalid ones - responses received from Cancelled tickets - which is a custom status we use to close spam, duplicate, or internal emails. I cannot find anywhere to remove them, and one of your chat agents suggested to remove the response provider (contact). I'm not inclined to do what was suggested as there could be valid responses from that contact, so kindly provide another option. And I did try that tooDelete Ticket Comment API Can't Delete Other Agent Comments
I have a script to search for comments with a specific tag, then I want to delete that comment. It's a pretty basic script. My connection is using a generic "service account" to handle our functions, that account is a full admin and the connection hasFiltering/Sorting in Zoho Desk is VERY LIMITED
When I am on a view in zoho looking at all my tickets, I can only filter and sort by standard Zoho fields. I have a lot of custom fields that our customers answer. I want to be able to filter and sort a view based on these. Please note that above areCreating lead from e-mail content body in Zoho Desk
Hello! As we are collecting leads from different sources (including our website) that are transferred to specific e-mail address, we are experiencing problems with turning these e-mails into leads. All these e-mails containing lead information are creatingHow to not receive emails from forum community?
I no longer want to receive emails from forum community because it's already annoying. May I know how to not receive emails from the forum community?Arrow keys have stope working in the description Panel
So weird little issue, when I am typing up a description in a time entry the arrow keys for left and right have stopped working I can still go up and down but side to side just does nothing, to my knowledge i have not changed anything but was wonderingExtending multichannel support in Guided Conversations
Hello everyone! In this post, we will discuss the importance of creating GC flows for different channels. Guided Conversations are structured dialogues designed to assist users in achieving specific goals or tasks on a conversational interface. TheseSharing tickets with externals to collaborate
We have tried to find a no-code solution to share tickets with external 3rd parties for collaboration. Let's say our customer opened a ticket for a server problem and we want to "add" the manufacturer of the server for collaboration. We tried to forwardAbility for Agent/Customers to Respond to Happiness Ratings
We utilize Zoho Desk throughout our company - which means agents of one department are essentially customers of other departments. We recently implemented Customer Happiness ratings in our ‘closed’ email notifications. I’m now noticing that agents (regardZoho Desk's Instant Messaging Update | Improve customer communications with WhatsApp in Turkiye
As of May 15, 2024, Türkiye is now open for Cloud API business messaging. Businesses can begin conversations and receive messages from WhatsApp users with Turkish numbers. We now support WhatsApp Cloud for Turkish numbers Utilizing the Cloud API willSupport Ticket
We are trying to setup a basic support ticket help desk for customers to request returns. How do we do this? As well can we use Desk to setup a general contact us button?Search for fields with null values
Hi all, I'm writing a custom function in Desk. Part of this function must search for all tickets that are unassigned in a certain department. This is the part of the code: unassignedTicketSearchCriteria = Map(); unassignedTicketSearchCriteria.put("assigneeId",null);Report on time from Ticket Open to Ticket Close
We do not track the TIME ENTRY on each ticket, and want to create a report using the Ticket Created Time and the Ticket Closed Time to track the time spent on each different classification and per Agent.Create tickets on behalf of the sender while forwarding emails from a CONTACT
I am aware of the setting "Create tickets on behalf of the sender while forwarding emails" however this only works when forwarding email from an Agent - is it possible to make this work when forwarding email from another contact to the desk? We use the help desk as an internal support helpdesk for our company so we often have the scenario where emails are forwarded from one of the contacts to the support desk, the agent then changes the ticket contact to the original sender but the reply to addressAdding Departments in Multi-brand Customer Support
Hi, I would like to know if is possible add more than one department for each help center when I'm using Multi-brand ?Can you use variables in Desk specific views
I would like to add a specific view to Desk that uses the loginuser variable. Is that possible?Dive into GC Flow Metrics
GC metrics offers detailed insights into every step of the customer journey and help businesses identify necessary adjustments for optimal bot performance. Dive into conversational metrics for your bots and unlock the full potential of your automatedZoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23
Hi All, We are eager to introduce the enhanced JWT authentication mechanism for accessing your ASAP add-ons. Effective December 25th, 2023, the ASAP's old JWT authentication mechanism will be deprecated. This means that the option to switch to the newZoho desk webhook security
We are integrating webhooks to listen for all kinds of events on tickets. Wanted to understand how we can achieve that securely. How do we verify that the callback that we receive at our end actually generated from zoho? Is there any for of encryptiTask open for Agent upon Account creation
Hi guys, im trying to build a workflow that will automate creating a task upon Account creation for the CSM department, Once i buikd the workflow i can only notify by email the New Account owner upon creation of an Account, however i want to the CSM AgentAdd Knowledge base in our website
Hello, We would like to pop only the knowledge base articles to show when a button clicked in our website. How we can achieve that?POST product not working, getting same response as GET method
Hi, so I am using desk.zoho.in/api/v1/products to post a new product, with a json body in postman, but the method is not working, and the response I get is the all-products as we have from GET method i checked the method type and the payload curl -L 'desk.zoho.in/api/v1/products'ZOHO Desk Ticket notification
Hi all, I have few statuses which are on CLOSED state, i need to customize the notification in a way the only ticket that are closed on a spesific title will be sending out emails, For example: I have one title "Done" and one which is "Managed in a differentIncorrect blueprint transition warning
This has started to happen from time to time since a few weeks. The transition dialog window displays a warning message which states "You do not have any more transitions to perform" when we select a transition on a ticket. The proper transition options do show up when you refresh the page. This causes some agents to scratch their heads and ask for help which is solved immediately when I refresh the ticket page for them. This is an unnecessary waste of time. Please look up for the root of this problem.Custom text field for ticket classification
Hi, Is there a way to include a custom text field when assigning classifications to Zoho tickets? We have 7-digit references we need to be able to include somehow in tickets for reporting purposes. This will help us classify tickets to individual customers.Is it posssible to add Asap Widget on Wordpress?
I have tried to add the ASAP widget so users could iniciate chats and see the KB information but nothings seems to work. I have tried to add the script using a php snippet that adds the to the footers and also tried one for the header in the functioMultiple email addresses
We have tickets that use the same e-mail address for multiple people in one office. When we create a account with that persons name and they share a e-mail address with another person in their office, we cannot input the e-mail address in to that personsIssue with Desk Extension: Invalid ConnectionName
Dear team, I encountered an issue with my desk extension recently. I have been utilizing the desk extension for a while now, and it has been functioning smoothly until yesterday. Suddenly, I encountered an error message indicating an "Invalid ConnectionNameHappiness Rating Multiple Emails
Hi ZohoDesk support. We need assistance regarding the multiple emails we receive when we enable our Happiness Rating. Kindly advise on this please. Kindly refer to below and/or attached screenshot.Creating a Zoho CRM deal from a ticket in Zoho Desk
Hi, We have just started trialling Zoho One, and I am trying to automate getting a deal in CRM to be created when a user submits a ticket in Desk. What is the simplest way of doing this? Thanks in advance, TerryAutomation #9 - Convert Zoho Desk Tickets to New Deals in Zoho CRM
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips on optimizingHow to remove chat icon from knowledge base?
I have set up a knowledge base to hold FAQs and documentation. It is currently standalone, and not integrated into our website. On every page there is a chat button in the bottom left corner that says "We're offline, please leave a message." How can INext 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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