Display name in Zoho Desk Ticketing system
We are in the trial phase to implement a Ticketing system. As our company uses several generic emails, such as service@abc.com and service@xyz.com across different branches, the uniqueness of usernames (full names) becomes crucial for our business. WithoutHow To: Ticket Status Updates via E-Mail reply
Hey Zoho Community! 🌟 I've developed a custom function to make my ticket management a breeze, and I thought it might be handy for you too. Let's dive into how this function can simplify your ticket workflow. What's the Buzz? Picture this: Your emailsAttention: Modification to the Get Agent API
Dear Folks, We'd like to inform you about recent updates to the Get Agent API in Zoho Desk, prompted by security considerations. If you're currently using the APIs mentioned, please take note of the changes outlined below. Existing Behavior: Currently,How to Push Zoho Desk time logged to Zoho Projects?
I am on the last leg of my journey of finally automating time tracking, payments, and invoicing for my minutes based contact center company - I just have one final step to solve - I need time logged in zoho desk to add time a project which is associatedAuto Assign "Non Billable" in workflow
Good day, is there a way to auto-assign a ticket in a workflow to "Non-Billable" We receive a large no of alert tickets from various devices, we have a workflow that auto-assigns the ticket to tech and auto-closes the ticket, since these are only alertsDeduplicating Products
Hello, Is there a possibility to deduplicate Products (as for contacts deduplication)? Could that be done using a function ? I've over 10K records to depuplicate. Thanks !ticket field visibility based on another field
Hi, I would like to be able to show/hide certain fields based on the value of other fields. This is basically exactly what Zoho CRM has (layout rules). How can I achieve that? ThanksAudit Log is Blank?
Hello! I love the new Audit log idea but I can't figure out what is supposed to show in the audit log. Mine is blank but I thought it was supposed to show all changes made in my help desk including configuration changes, permissions, layout modifications,Pulling Reports from Zoho Desk Customer Profiles
Hello. I'm wondering if there a way to pull a report from the Customer Tab in Zoho Desk. Once you click into the Customer, then Time Entry, it provides all billable times. This would be a super fast way to filter by Date range, and simply pull the relevantTickets created by splitting a Ticket
Hello guys, I am struggling with a business requirement, which is to measure the number of Tickets created by splitting a Ticket. My purpose is to measure how many Tickets on a given day were created by splitting a Ticket. I am not interested in manually"Are you an Agent?" - Can't remove this?
On the page for Zoho desk signin linked to our website, their is a link in the right panel that provides the ability for - a new user to sign up - a user to say they forgot their password - an Agent login How do I remove the "Are you an Agent? - LoginHiding old CRM Contacts in Desk
I have an issue with contacts in Desk. We sync contacts from CRM with DESK and we have old contacts, eg staff members that have left businesses. The issue is when adding a ticket (most of our tickets are raised over the phone), staff sometimes pickHow do I track back and forth conversations on a Zoho Desk ticket in Zoho Desk itself
As the title says. Here is the situation I am having difficulty understanding 1. Customer submits a ticket, their email is customer@gmail.com 2. We reply from Zoho Desk where our email is support@ourcompany.com 3. Customer recieves that response in theirZoho Desk Contact properties question
I'm using The Zoho CRM integration to synchronize Zoho CRM with Zoho Desk's Contact data. The synchronization process is successful without any issues. However, after the synchronization, the Contact Owner in the Contact properties displays the same groupWhatsApp chat restricted to user/agent level
Hello Everyone, I hope you guys are doing well. Currently, my salespeople are using Zoho Desk, and we are using the Respond.io platform for our WhatsApp API number. The reason we had to switch to a different platform because each salesperson has theirFeaturecast Story 15 - Inserting Articles
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 15 - Inserting Articles Insert knowledge base articles in business chats for efficient customer support When a customer initiates a conversation on any instant messaging channel to requestZoho Support Display Preferences - Records Per Page
Hi, We are finding that when we change the "Records Per Page" drop-down menu to 50, it repeatedly defaults back to 10 requests per page. Is this just broken? Is there another way to set the default number of Requests to show on a given screen? Thanks,It seems that my emails are being detected as spam when they are sent out. Please help!
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 is a permanent error. The following address(es) failed: eacademyoficial@gmail.com host prod-lbout-phx.jellyfish.systemsI'm not receiving emails in my Zoho Desk.
Hello there, I hope you are doing well. I have a problem, I'm not receiving emails in the tickets section. I have already set up forwarding from my cpanel to my default Zoho support email, but I'm not receiving anything on Zoho desk. I've checked multipleHow best to create tickets as an agent to request a response from the client?
In my business I have two ways of using the ticket system: 1) The "normal" way where my clients generate a ticket about some issue they have. This is the standard way all ticketing systems work. No problem here. 2) If I find an issue with the client'sAssociate a multiple Projects Tasks or Issues to multiple Zoho Desk tickets
In some cases, one or multiple Tasks or Issues can be associated to one or multiple Zoho Desk Tickets. Example: multiple customers submitting an Issue or a feature request on an Issue or a Task already registered in Zoho Projects. Ideally we would likeUpdate ticket status from email
Hi, Is it possible to update ticket status or other fields by sending emails? Subject: <TicketNumer> Body: @Status = "Closed"Knowledge base articles is now available in the Zoho Desk mobile app!
Hello all, As a customer service agent, every day you might have to deal with many questions and issues reported by the users. With Knowledge Base, you can reduce the issue resolution life cycle for your organization. We are delighted to announce that we have brought in support for 'Knowledge Base articles' in the Zoho Desk iOS mobile app. This feature is already available for Android users. KB articles are available to iOS users in the latest version of the app (v2.4.9). You can update theZoho Desk - Custom Module and Zoho Flow
Hello, Thanks for the custom modules. Great addition. Will it possible to update those modules with Zoho Flow please ? It would help a lot. ThanksIdeas for Getting People to Sign-Up to the Community & Tracking/Engagement Integrations
I'd love thoughts on getting people to sign up specifically to the community (since they need to create a login) and if there are other tools that integrate specifically with Zoho to help track and engage users? The current tools are a bit limiting andHow to add an extra Module tab
Hello, I wonder if you could help figure out how to add an extra Module tab to the agent ticket. Free editable text/comment type of field ideally I know the option is not readily available, only option here is to separate comment from Conversation byNew Custom Module Builder Feature
It would benefit us to have a custom module builder inside Zoho Desk, similar to Zoho Books, Inventory, CRM, and other applications that have custom module build functionality. Having a custom module in Zoho Desk will allow the platform to stand alonecustom module
Hi, We have the situation that our primary client is a financial adviser however we then deal with their investors. So we would like to create a module which is populated with the end investor and have that info against the ticket as a custom field. HowYahoo email addresses are failing in Zoho Desk
Hi, We have seen recent issues sending to a yahoo.com address. From the tickets... Status: 421 Action: failed Last-Attempt-Date: 14 Feb 2024 21:16:41 GMT Diagnostic-Code: 4.7.0 [TSS04] Messages from 103.138.129.66 temporarily deferred due to unexpectedMail bounced as spam
Hi, I have configured a redirection from a distribution list to the email adresse of zohodesk but some of the incoming emails are rejected (bounced) by the zohodesk server as spam. They are rejected before entering in zoho desk. I have tried disablingIs there a ZoHo workflow criteria field for a customer's most recent email response?
Hello All, I'm looking to build a ZoHo workflow (in Zoho Desk) that would search specific keywords within a customer's most recent email reply to a ZoHo ticket. Assuming it should trigger upon a customer reply. But under criteria (TICKETS), I don't seeIs there anything like an Audit Log in Desk?
Hi there guys, We're currently facing some issues along the past months since we have encountered several Workflow/Business/automation Rules that are having their Criteria changed without any manipulation from our side we just have 2 admins (Natalia LabrinAudit Log for Admin activities
Is there an audit log for admin activities? If so, where is it? If not, may I request it?Does Zoho Desk Workflow generate logs for tracking actions? Is there a way to do this?
In Zoho Creator: Logs are automatically produced, time stamped documentation of the history of actions, such as Form Actions, Schedules, Email Data, and Integration, executed in an application. They are recorded for statistical, security, and debugging purposes. https://www.zoho.com/creator/newhelp/app-settings/view-logs.html https://www.zoho.com/creator/newhelp/app-settings/understand-logs.html Are there logs generated in Zoho Desk for Workflows? We have a workflow that sends out emails and I'daudit logs
Zoho Support could have an audit log for Configuration changes, so that we can know which admin users made what changes to the system's configuration. Please consider.Add and Track Pre-Paid Support Time in Zoho Desk or Books
Hello, I was wondering if there is a way to have something add and track Pre-Paid Support, and alerts me if the customer has credit left? I provide 1hr Pre-Paid Remote Support. And when I do, say, a 30min session, I need to have the Customer have that40 hour prepaid subscription
Hi all, We offer our customer prepaid subscriptions of 40, 20 and 8 hours, which they can use for 1 year. We would like to let Zoho Desk calculate automatically the remaining hours when a ticket has been solved. So if a ticket takes 1 hour to solve andDeduction for prepaid hours
All, We often work with prepaid hours (with a discount). In that case, the customer buys 10 hours with a discount which serves as a buffer. Is it possible to deduct hours from this buffer? If yes, is it also possible to deduct these hours only when aDo contracts support prepaid blocks of time?
We have a need to create prepaid blocks of time and track them. Can ZoHo Support or any other ZoHo product provide this? Thanks, SeanContracts as Prepaid blocks of time
Does the Zoho Support tool or any other Zoho product support prepaid blocks of time. For example if a client purchases 10 hours of support services, then we would like to deduct time used from that block of time. Then as the time is exhausted, or moreNext 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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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 asAnyone 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 callsNeed help: Different email notifications for manually created tickets vs email-generated tickets
We're trying to set up different email notifications based on how tickets are created in Zoho Desk: When a customer emails us, they should receive the standard "Acknowledge Contact when a new Ticket is received" notification When our staff manually creates
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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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