Reply ticket without quoting
Hi! Is it possible to reply a ticket without quoting? Thanks!Disallow CLOSE ticket if fields not selected
I want to disallow closing a ticket if the agent did not select response for other fields. Is there a way to do this?[Community-Forum] Mention of someone and quotation
Hi, I can't find it but it is hard to believe that you cannot mention a specific person in your reply on the forum and format part of a text as a quote. Does Zoho Desk - Community really lack such basic functionality?Multilingual functionality - Desk
Hey Zoho Desk Users, In the Android version(v2.6.17)of the Zoho Desk mobile app, we've introduced support for Multilingual Functionality. Now, you can seamlessly translate field names and pick-list values based on the language preference set in the DeskAgent Status as Criteria
It has come up several times where we need to create a workflow on agent status. However, there does not exist a criteria in any of the rules such as Workflow or Supervise. Why is this needed? Because agents are human beings and not machines. They forgetCan you create an email distribution list in Zoho Desk?
When replying to tickets in Zoho Desk is there a way to create a distribution list? So I could reply to a ticket with a single email address and have that go to multiple people? So I don't have to put in each email address individually.Agents permission per department
Hi Team, can I setup permission for each agent what they can do in each department, for example I want account department agents to only have view access to support department tickets and not allowed to assign or reply to clients. I am sure this wouldWrong website configuration | x-frame options or a content security policy
Sometimes there is an error that is visible in the screenshot. I have translated the content of this error. The problem has been persisting in the Firefox browser for a while and is due to a misconfiguration in Zoho Desk. This error is also occurringClosing connected ticket after closing WA conversation
Hi, At the moment, once someone sends a message to our WA number, a corresponding ticket is automatically created. After the question is answered, our support department closes the chat/conversation. However, after that, the connected ticket is stillZoho Desk's Instant Messaging Update | Connect with customers via WhatsApp from the Tickets module
Hello All, We are excited to announce an enhancement for the Instant Messaging module: you can now send outbound WhatsApp messages to your customers from Desk's Ticket module. Outbound WhatsApp messages can be sent to one or more recipients' mobile devices,Add custom view Option Disappeared
We observed add custom view option has been disappeared in our panel, Can you please fix that soon.PRTG monitoring to open tickets with Zoho Desk
Has anyone built an API that allows PRTG to open a ticket in Zoho when a sensor is down for a set amount of time? ThanksSalesforce Integration doesn't seem to be working
I connected Salesforce and mapped a few basic fields but after more than 36 hours, no accounts or contacts seem to have synced - why might this be?CC at Desk create uncomplete Contacts on CRM
Hello everyone! I'm encountering an issue with contact synchronization between Zoho CRM and Zoho Desk. Once the feature to add secondary contacts to tickets in CC is enabled, I notice that it's creating Contacts in Zoho CRM for all the emails that areCan i create in app inbox with zoho?
I'm using zoho desk and soon zoho crm as well, I was wondering as a saas b2b2b company if I could somehow utilize zoho and create some sort of in app msging between the initial client of my to his end client (who is a client of mine as well) Example:Unique Support Portal
Hello Zoho Desk Support Team, My company offers five distinct products, each with its own user base and requiring unique support resources. I'd like to inquire about the possibility of creating separate support URLs and landing pages for each productChanging Reply Subject Line (Tickets)
Is there a way to change the Subject Line for Ticket Responses? (As seen Below) We're seeking to have it reflect Case ID: before the Ticket No.Domain Mapping issue in ZOHO Desk
Dear All Our Domain is Controldesksolutions.com .We are trying to do domain mapping and its asking for add CNAME entry in DNS site . we have already add CNAME to our hosting site . and add subdomain support.controldesksolutions.com but we want to mapSearch Operators
Can we add search operators to the desk search? Or the ability to refine a search with advanced filters?DESK TICKET layout setting
I added a department in DESK, but I don’t need this department to have the TICKET layout. The system default does not allow me to close it. What should I do to prevent it from being displayed?hidden ticket id
Is it possible not to show the ticket id in the subject of the messages?Automation #12 - Automatically add comments to tickets when criteria matches
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 optimizeFollowed Tickets view
Hello, following a ticket makes no sense at all / offers no additional value.... Of course I can install and use the add-on My Followed Tickets for Zoho Desk, but what does it do for me? Not much! It cannot be used across departments! The range of functionsMailchimp integration with Zoho Desk
Objective: Sync Customer Contacts from Zoho Desk to Mailchimp and bringing across several custom fields in the Contacts and map these to fields in Mailchimp I can see https://marketplace.zoho.com/app/desk/mailchimp-for-zoho-desk but it doesn't say theZoho Desk - Sync fields between contact module and ticket module
Just helping the community by sharing a custom script that we implement. Always open to other ways to achieve this more efficiently. Objective: I have different types of customers (I,E Vendor, Reseller, End-User), I want to record what type of customerImages not showing up in Desk tickets
Customers are trying to send us screenshots to diagnose their issues. But Desk seems to be stopping the images/breaking the link when the ticket comes in. (We can see them in an email box getting cc'd on all tickets...so it's not our mail system). Help!Custom Ticket ID format in Zoho Desk
Hi @Ash | Zoho Desk , I just saw your response on this ticket https://help.zoho.com/portal/en/community/topic/custom-ticket-number-16-2-2018 regarding custom ticket id configuration in Zoho Desk but couldn't find same settings in my Desk accountAPI to get and set SLA on Account
Does anyone know if there is an API to get & set the SLA associated with an Account?Placeholders in Ticket Templates
We should be able to use placeholders in ticket templates. When we create a new ticket, our description field is shown to the client in the email they receive. It would be very handy to be able to personalize that description field in our ticket templates to pull in the name of the client that the ticket is for. Using them in the subject field as well, so we can auto populate Account Names, etc.Info button on the right-hand side under Tickets > Views leads to an error
Hello there, if I click on the i-icon a window opens on the right-hand side, but no content is displayed there, only an error message (see screenshots): Of course, clicking on the "TRY AGAIN" button does nothing. Regards, SvenIs there a way to combine an Agent's view to show their assigned tickets AND their assigned tasks?
I want my agents to have one place to work from that shows them both their assigned tickets and their assigned tasks. We have found that agents must remember to look at the Task module and solely look in their ticket module. Do you have any suggestionsPulling in fields as view only in tickets
Hi! We have added a custom field in the Customers module (customer ID). We want to be able to fill in customer ID from our external database and have that customer ID pull into the ticket as view only. Example: Customer Christy Smith has Customer ID 00112233Zoho Desk - Cannot Invite or Register New User
Hi who may concern, we encountered a problem that we cannot invite user or the visitor cannot register for a user at all through our help center portal, with the snapshot shown as below and the attachement. It always pops up that "Sorry, Unable to processTracking serial number of the product sold in ZOHO support ?
Is there any way in keeping a record of the support calls for a particular product by its serial number? This is particularly important when the same company(user) may have multiple quantity of the same product and a particular piece identified by its serial number may be having repeated support requirements. Related to this requirement is the need to track the warranty period for a particular machine identified by its serial number, as well as Preventive maintenance requirement, AMC renewals etc.,Add marketplace extensions during blueprint transition
Hello everyone, In the dynamic world of support services, the concept of blueprints plays a pivotal role. A Blueprint serves as a go-to platform, facilitating the visualization and customization of workflows to seamlessly align with specific customerIs there a way to manually add a Desk Contact to CRM?
Is there a way I can manually create a CRM contact from a DESK ticket? I currently have the one way sync currently set up from CRM to DESK but I don't want to turn on the two sync because I don't want every DESK contact to flow into CRM. Thanks!Function to Manually Upload Contact to CRM
Guys, I've tried the two-way sync between Desk and CRM but it's just uploading too much bad data to CRM. We've tried implementing several review processes in CRM but end up spending more time cleaning than we would spend manually adding the records. So, I have disabled two-way sync and am now using sync CRM to DESK only. However, it would be helpful for us to have the option to push contacts/accounts to CRM manually and on a case by case basis. Does someone have a function I could use to uploadFacing WhatsApp live chat session issue for zoho desk
Currently facing issue related to the WhatsApp live chat session in Zoho Desk. Specifically, unable to receive whatsapp messages. Also, reviewed the configurations on both Mac and Windows platforms, checked on different browser. To further investigate,XML file into XLSX Zoho Desk
Is it possible to transform an XML file into XLSX format in Zoho Desk?Retain information of the ticket when ticket is moved to another department
Hi Team, Is it possible to retain the information of ticket when moving the ticket from one department to another ? The things that I would at least expect to stay with is the "ticket owner" and "status of the ticket". At the moment when I move theNext Page
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Explore ticket extensions conveniently using the extension starter pack
Hello everyone! Navigating through different pages to find the right extension for different ticket management activities can be a bit inconvenient. It can also be challenging for new users to pick the right extension for their requirements. For example,Zoho 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 newAutomation #2- Create recurring tickets using Schedules
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. Creating recurring ticketsFeaturecast Story 18 - Conversation views
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 18 - Conversation views Find all your business conversations in one place Providing service on any channel is a challenge Agents need to be able to actively listen and work with customersAutomation #4 - Auto Delete Tickets based on Rules
This is a monthly series in which 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. Unwanted tickets spamming
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Zoho Desk and 'BCC Dropbox'
Hi Is there anything like 'BCC Dropbox' (from CRM) available in Desk? ThanksZOHO DESK guided conversation responses
Hi I have been using a block with customer rating for our whatsapp integration. It works, customers can rate us... But what can I do with those ratings? Is there any way to link it to the actual customer satisfaction module? Or is there any way to haveHow Do I Add a Tag to Multiple Tickets?
I'd like to be able to select multiple tickets and apply the same tag to all of them, but I don't see any way to do that. Is this possible? Thanks, CelesteWeb forms on the customer portal
Good morning, all I am in the middle of a issue i can not figure out based off the info i am searching for online. I am looking to create a new hire form that asks a few questions like name, dept and if they need a pc, software access, etc and i thinkUnable to do multi-year reports or take a full ticket backup
We simply need to export ALL the tickets on our Zoho Desk portal but are unable to. It is a basic GDPR requirement (UK Data processing) and we need to be able to do this by LAW. Another reason is that we sometimes need to see all tickets in one place
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2024 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 emailAnnouncing 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!Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpZoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteAnnouncing 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 the
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