Send Emails of Zoho Desk by Amazon SES
Hello, I Want to send zoho desk support emails by amazon SES. Please provide me the process, if there is any possibility for that.. ThanksKB article shows horizontal scroll-bar
Hi there. I've created a KB article with 2 table in it and I see that the page displays a horizontal scroll bar making it hard to see the entire content. I've resized the table to 50% width, but there's no improvement. How can I get rid of that bar? IsModalBox doesn't work
Hi, ModalBox call initialization stopped working. I use next code: App.instance.modal({ url: '/app/modal.html', title: "Modal box" }).then(function(modalInfo) { const modalInstance = App.instance.getWidgetInstance(modalInfo.widgetID);Help Center KB Articles - Registered users only - clarification needed please!
Hi Zoho, I have been looking through the following articles. https://help.zoho.com/portal/en/kb/desk/for-agents/articles/organizing-your-knowledge-base-content https://help.zoho.com/portal/en/kb/desk/for-agents/articles/restricting-access-to-knowledge-baseDeleted users from DESK still showing up in interface
Hello, after deleting an agent from ZOHO DESK he still shows up as a selectable agent in drop lists. How do I fix this?Why do Tasks reopen when moving Tickets?
There are instances in which we have completed a Task within a Ticket but then we need to transfer the Ticket to another department. However, the Task re-opens automatically causing the agents to think it is still outstanding when in fact it has alreadyHow do I change the Subject header when I reply please, it contains Re which I want to remove.
Hi Zohodesk, When a customer logs a call we have amended the Acknowledge on new Ticket template so the subject header has "Ticket Id" at the start of it. When we reply the customer gets Re: and then the Id and I can't see a template for this? Can youAutomation #13 - Auto assign tickets based on agent shift time
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 to optimizePin 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" sectionZoho Desk - Modify/Customize ticket priorities
Hi, We just started integrating Zoho Desk on our daily workaround and we want to have our own ticket priorities. How can we modify or change the value of the Ticket Priorities? We want to add and modify these default values in order to facilitate theSchedule Report is creating a ticket in Zoho Desk
Scheduled Report is creating a ticket in Zoho Desk, is there a way to disable this? The thing is that whenever a scheduled report is being sent a Zoho Desk ticket is created. Are we missing something here?Setting the Team Icons
Is it possible to set an icon for a team? This would be helpful with Data Sharing and being able to easily differentiate the teams based on colored icons or custom icons. @Zoho - i accidentally posted this with my test account and realized it is set asAttach Desk ticket to Project task using integration
I have set up the Projects integration within Desk. This allows me to create a new task within Projects which we use primarily for software development. I need the ability to attach a Desk ticket to an existing task on Projects. This will allow developersTaking Extension to production
Hi, I have developed an extension with a backend node js server in zoho desk.In development mode it is working but in production mode,dynamic datas are not loaded. I added the server url in jquery posts and get but the following error occcurs query.min.js:2 Refused to connect to 'https://23e8dd2f.ngrok.io/post-ticket' because it violates the following Content Security Policy directive: "connect-src https://*.zappsusercontent.com https://*.zohostatic.com https://*.zohostatic.com" is it somethingReport Criteria Modified Time (Ticket)
I am attempting to create a report that will tell me how many tickets my employees worked for a given timeframe. Worked being defined as researching, communicating or resolving the issue all of which are documented via ticket conversations and time entries.Translating Help Center email templates
Hello, I need to translate the Invitation/Activation/Deactivation Help Center email templates, but I can't find the option to do that Thank youZoho Desk Extensions are currently breaking due to night mode theme
Since recently Zoho Desk has introduced theming as well as a Dark/Nightmode This currently breaks Zoho Desk Extensions since they can't adapt to the theme of Zoho Desk, currently there are several variables "zdTheme, zdDarkMode, zdPalette" which are storedNew UI - Zoho Books Integration doesnt work
Hello all, when I try to open an invoice via the corresponding time entry in the new UI, I get an error message. I am the administrator, it can't be an authorisation problem. I therefore took a look at the network traffic and compared the behaviour inInconsistent Sprints Integration with Desk
Hi, we are using Desk and Sprints. Naturally, we are using Sprints for Desk for quite a while. Today I've got an email from the Marketplace : Interestingly, I got the email today Feb 23, telling me that my installed extension will stop working on FebZoho Desk - Client Specific Notes
Is there an extension that adds a note field for support to use to track client notes in Desk? I do not want to use the CRM notes field because this includes notes for all teams. I would like a note field specifically for the support teams.Web Tabs
Can we create web tabs in Zoho Support like we can in Zoho CRM?Limitation to change Ticket Owner
In our Zoho Desk reality, we have only one department, and the agents are divided into 3 teams (first, second and third level). We have activated Blueprint, but we need that the agents of a team cannot change the owner of the ticket assigned to anotherScreenshot blurred/ broken in Outlook
Hi @Ash In addition to this issue with Oulook diplay https://help.zoho.com/portal/en/community/topic/offer-link-url-for-the-customer-happiness-rating-as-placeholderI there are other issues with Outlook display of Zoho email content.Provide Issue Collector for Web Applications
We want to elaborate whether to change over from Jira Service Desk to Zoho Desk. With Jira, we are using the 'Issue Collector'. This javascript extension is nested in our web application. As the customer has an issue and wants to open a trouble ticket,Reporting on Tags
Is there a way to report on tags or is it just the two view that can be used?Create a standard Vendors module and integrate it with Zoho CRM
I'm aware that Desk was initially developed to handle support communications processes where ticketing is needed. However, through many client deployments, my experience with Desk is that it can be effectively utilized for almost any communication processQueries about Happiness Rating
Hi Zoho Support, good day. Need your assistance on these inquiries below regarding Happiness Rating. Thank you. 1.) Is there a way to "Expand" the Customer Happiness Rating in the Dashboard? (kindly refer to the screenshot w/ number 1) 2.) Is there aZoho Desk Knowledge Base not loading when embedded in Help Widget
Hello, We use an onboarding platform which also includes a widget. They let you embed your knowledge base. But when I embed our Zoho KB it loads the menus but no articles: How can I fix this? And no I don't want to use Zoho ASAP - it is not very goodHow to add and change Product Categories
I have been trying to research how to add or change the existing product categories in Zoho Desk. I found this thread below: https://help.zoho.com/portal/zohocorp/community/topic/how-to-add-or-update-a-product-category but this information seems to beHow to add URL to signature block image on Zoho Desk
There doesn't seem to be an option to add a URL to an image on my signature block in Zoho Desk. Please help.How to link or relate tickets?
How to link two or more tickets with the same resolution?Zoho Desk | KB Article
Good day Zoho Team! From the KB Module, if we publish an article these are the 3 options to whom can view the article: Agents, Registered users, All users Is there an option that both Registered users/customers and Helpdesk Agents can view the KB ArticlesExport Zoho Desk Tickets to s3 or a database Warehouse?
Is there any automated way or integration using which i can export all Tickets information in Zoho Desk to Aws S3 Bucket or any Datawarehouse like Snowflake, Google BigQuery or Redshift ??Any Suggestion about email forwarding?
We're hard at work customizing our Zoho Desk portal. I was asked a question: After configuring the mail panel and related Dkim etc, is it possible to use the support mail example@enterprise for the automatic opening of tickets without enabling automaticSchedule email response from Zoho Desk
Would like to schedule responses to tickets opened by customers to be sent at their morning time. Is this possible?Automatic Reply to Customers with templates during Holiday Hours
Hai Team :) 12th and 13th May 2021 are holidays, so our customer service is also closed. That's why I want during the holidays if there are customers who email our CS team there will be an automatic email reply according to the template that has beenSending Mail to a Ticked create a new Ticket (did not add in existing ticket)
Hello, the whole day, some to our Desk mailadress sended Mails generate a new Ticket instead of adding the Mail to the existing Ticket. I've made several test for that. normaly the Mail where added into a ticket if we add "[##tickeid##]" in the Subject of the Mail (tickeid is the uniqe ticket number) to send it to a specific Ticket, nothing else. My test below show, that the Ticket Name (or Mail Subjact) now is a value to add it in a ticket too: My test Subject.Closing tickets
Hello, Currently we send the contact person the answer to their issue which a separate email and then turn around and close the ticket which generates a second email. Is there a way that we can respond and close the ticket so the contact only gets oneIssue with help center customization
Hello, Whenever I modify anything in the help center themes' HTML editor the language selection dissapears. It doesn't matter where in the HTML i modify, add or remove something, it always dissapears as soon I change even a letter Default : When I addZoho Desk's new archiving policy is here to stay!
Dear Customers, Using a software can get cumbersome when you have to navigate through large amounts of inactive data to find what you are really looking for. To address this, Zoho Desk is introducing a new archiving policy that aims to reduce the clutter, and make important information available to you in a faster, easier and more efficient manner. What is archiving? To put it briefly, archiving is the process of moving data that is not actively used in day-to-day operations to a separate storageNext Page
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WhatsApp template category update: March '23
Effective April 1st, Meta will reduce the number of available WhatsApp template categories to three. Meta will start migration on March 27th, and all your existing template messages will be reviewed and re-categorized. NEW: Supported template categoriesAutomation #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 commonly used support channels and with Desk's easy setup you can easily convert your customer conversation into tickets. All you need to do is to forward the emails received at your support mailbox to Zoho Desk and every customer conversation is convertedAutomation #11 - Auto Update Custom Fields with Values from Emails
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 to optimizeIntroducing independent categories, many-to-many mapping, and more in the community module
Hello all, We are super excited to announce some new enhancements in our community module. Zoho Desk's Community module is a support channel that provides people with a platform to collaborate and discuss topics of mutual interest. It serves as a betterAutomation #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 submits a support ticket, it is assigned with a status to map its journey. Zoho Desk provides you with four default statuses: Open, Oh hold, Escalated, Closed; along with the option to create your own statutes which can then be mapped to these default ones.
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Permalink changes and adds date at every modify, can we stop this?
I can't find a way to stop the URL's being changed on every modification to add the date on the end. I don't recall this happening when I have done this before. I just want the article to have a fixed name no matter how many times it is modified. We don'tCan't Add Guest Users in ZohoDesk Contacts
Hi ZohoDesk Support, good day. Need your assistance since we can't add our Guest users in the Contacts. Sometimes it works, sometimes not. Kindly advise. Please see attached error when we try to manually add the user. Thank you.Is it possible to add buttons on email replies to internal team members?
Hello everyone, I am currently trying to set up some workflow rules to trigger when a ticket is created. I have noticed there is a button that can be added to email templates when sending email alerts from workflow rules, for example ${Cases.SUPPORT_PORTAL_BUTTON}.Translating Help Center email templates
Hello, I need to translate the Invitation/Activation/Deactivation Help Center email templates, but I can't find the option to do that Thank youHelp Center e-mails (Invitation/Activation/Deactivation) e-mail templates
Hello, email templates for Invitation/Activation/Deactivation emails are not working consistently. Please have a look at this screenshot: As you can see, the upper part of the email has lateral spaces, while the lower part don't. How can I solve this?
Sticky Posts
Announcing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!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 serviceAnnouncing the Happiness Rating 2.0!
Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates. Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below theEdit 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-importantZoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
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