Zoho Desk - Account Owner bulk trasfer
Hi guys, I have a Customer Success Manager who is leaving his job, i recruite a new CSM to replace him, On the old CSM agent , there are roughly 200 accounts (the clients he was managing), i want to bulk transfer the whole accounts from his account ownership
Zoho Books and Zoho Desk Billing Time
Is there a way to integrate Zoho Books and Zoho Desk so when an agent logs time on a ticket, a client can be billed for the time. worked. Thanks, Cameron
Is it possible to schedule in ZohoDesk Extenstion
Hi Team, I have a use case where I need to schedule an action at a specific time. For example, closing a ticket at a certain date and time. Is it possible to accomplish this in the Zoho Desk extension? According to the documentation, it seems that this
"ROUTE_TO" function not working when the user is in the context of "All Departments"
Hi, I'm trying to load my extension side panel automatically when the agent navigates to a ticket, using the background widget. I'm using the following code: ZOHODESK.invoke("ROUTE_TO" , { entity : "extension", location : "desk.ticket.detail.lefttab",
Integrating Two-Way SMS Conversations via Twilio with Zoho Desk and Linking to Tickets
I am looking to integrate two-way SMS conversations into Zoho Desk using Twilio. My objective is to enable our support agents to send and receive SMS messages directly within Zoho Desk, with all SMS communications linked to the corresponding tickets.
Secondary email and ticket associates
If a contact has a primary and secondary email under the Zoho desk accounts, do tickets get associated with them regardless of which email address they come in as? I was thinking of setting a contact primary email as: no-reply@example.com secondary email
Integrate WordPress site as a Knowledge Base for Zoho Desk Suggested Articles
Dear Zoho Desk Support Team, We'd like to propose a feature enhancement for the Suggested Articles system within Zoho Desk. This feature would allow seamless integration with a WordPress knowledge base, enabling relevant article suggestions for agents
Importing Ticket data to Spreadsheet
Hi ALL, Please share the easiest way to create a template for google sheets where the field are auto updated from ZOHO desk . The field from zoho desk that would need to be updated are "open tickets" "Closed tickets" Below is the sample.
Ticket View grouping
Morning, Is there a way to group tickets based on status? Thanks Rudy
SMS Integration
I'd like to add SMS capabilities for workflows on ticket escalations and internal notifications. there are a few different options. Any feedback on SMS people are using or what this community would recommend? We have Zoho One and are hoping to not add
Auto-assignment of tickets based on CRM account owners in Zoho Desk
Hi, I want to automatically assign tickets to specific support agents based on a clients CRM owner. So in Zoho CRM, each account has an owner (accountmanager). Each accountmanager has its own specific support agent. I want that when a contactperson of
Contacts per department
Hello, Is it possible to limit Contacts to a Department? Thanks
Individual Ticket Color
It would be great if we can assign color for tickets like this: or this : it will help to find tickets Thanks Regards
How to add ticket creator field in new ticket layout
Hi, I want to add a field with 'Created by' which contains the name of the person who created the ticket. Is there a default field containing this data or should I create this field?
How to add Ticket Creator field in new ticket layout
Hi, I couldn't find how to add Ticket Creator field. To be clear, I need to see Ticket creator name and Team she/he belongs to. Also this fields should fill automatically when agent opens new ticket. This is very necessary information for our company.
Automation #16: Automate Ticket Reopening on Scheduled Timestamp
Hello Everyone! This edition uncovers the option to schedule reopening a ticket automatically. Zylker Finance tracks insurance policyholder activities through Zoho Desk. For policyholders who pay monthly premiums, tickets are closed upon payment completion.
Agents can create a single quote at the end of the month for all of a customer's tickets
I would need to create a single quote containing all closed tickets for a single customer at the end of the month, what do you suggest I do?
Require Attachment in Ticket
Hi: We have certain requests that we require an attachment. We have a web form which includes an Attachment field, however that is the only field that we can't mark as Required. Since the GUI/WYSIWYG doesn't have the required checkbox, I thought of an
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 enhance
Schedule 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 manually
Multiple 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 product
Copy Workflows between departments
I have workflows that I want to copy to different departments... is there a way to DUPLICATE or COPY a Workflow from one department to another?
Custom Ticket Number
Is it possible to set the ticket number to start from a custom value? For example we did trial testing and used ticket numbers #101 - #115. Would it be possible to roll out the program to the rest of our employees with ticket #1001?
Ticket 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 information
Enable 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? Many
Zoho 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 can
Issue 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 sample
Workflows being applied and the Large unwanted popup
When a workflow is being applied do to an action, then the Agent is left with a large Window asking if they would like the see the changes this workflow did. Is there any way to disable this prompt from appearing?
How 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?
Order of Departments in Help Desk
In the end user portal, , the departments are sorted by the date of creation of the department (or perhaps their id). Is there a way to choose the display order of the departments or at least to be able to sort them alphabetically?
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 the
Print 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.
Automation #3 - Auto-sync email attachments to 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. Most of our customers use email
Desk "From" SMTP using Gmail "Less Secure" Passwords
Hi guys, In the fall of this year, Google state: "For actions users can take, go to Less secure apps & your Google Account. Starting in the Fall of 2024, Google Workspace accounts will no longer support less secure apps, third-party apps or devices that
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 do
Assigning 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 way
Why 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.
Next Page