Comments Vs. Replies
I'm curious as to the difference between a "Reply" and a "Comment" on a ticket. It appears that "Replies" are what's used to determine response time SLA's and there are also used to automatically re-open tickets. I'm just trying to understand the key differences so I can educate both our clientele and our back-end users on which function/feature to use to better improve the ticket lifecycle. If anyone has any insight it would be appreciated. Thanks!As an Agent I want to see KB's created by X Agent.
Hi all, Does anyone know a way, as an Agent, to list articles created by yourself, or any other chosen Agent? If this is a custom view where I can choose the Agent from the dropdown somehow that would be perfect. Thanks! RichMaking a contact inactive
Do you have any plan to add Active/ Inactive option for a contact ?Sending Emails Through Zoho Not Allowed
I have a new agent in my organization who is trying to send an email to a customer through the Zoho portal. When he tries he get's an error saying he doesn't have sufficient permissions to send the email and to contact an admin. I've checked his accountRefresh the Ticket View
the way we work at xxx is the reception log the ticket(call) and then the helpdesk would be looking at the list of open tickets. BUT how do we get this to auto refresh, we can’t get our support staff to click on the Open ticket filter every minute… Please advise a solutionDelete my help account
I need assistances to delete my account in help.zoho.com. Thank you.Back Button UI / UX
When answering a ticket, the way to get back to the list of tickets is to click the back button, circled below: Unfortunately, because this is so small and located on the far left, it is extremely easy as a user to accidentally trigger the flyout menuZoho Desk Task Reporting
Hello, Can I run reports on how many tasks people are doing in Zoho Desk? Would it be possible to see a combined report of both how many tickets agents do AND how many tasks they accomplish?Keep tickets for department
Hi, We have some situations in which we need to deactivate the Zoho Desk Department (we have several), but need to keep the tickets accessible (in case of future legal matters). Does anyone know of workarounds or know of future upgrades???Maintain consistency in ticket responses with shared snippets
Hello everyone! We are excited to announce that our highly anticipated snippet sharing feature is now available to all users. As you know, snippets are pre-defined message templates, or canned messages, that help agents respond to tickets with efficiency.Register for our Upcoming Webinar - Customize and Personalize your Customer Service Platform
Hello all, Hope you are well and safe. We are now preparing for the fifth webinar in the series. Webinar Topic: Customize and Personalize your Customer Service Platform Date & Time (PDT): November 15, 2023, at 11:00 am | Registration Link: https://zurl.co/OiqZDesk - Finance Integration: Line Items and Default to Contact vs. Ticket
I'm using the Inventory and Books integrations with Zoho Desk, and these are very useful. There are a few things that could make this even better, though. My company manufactures durable goods and sells via e-commerce. Our support runs through Desk. WeAlerts not working
Hello there, I am trying to set up some email alerts and they do not seem to work. At the moment I have 4 custom alerts that will notify DS when mentioned in a ticket comment, when a comment is added, when a ticket is assigned and when a customer replies.Snippet issues
1) you can only create, delete, and edit snippets while making a reply. That means if I want to create a snippet, i have to enter a ticket and then click "reply". Does this make any sense at all? There should be a stand alone page for making cannedis there any possibility to communicate zoho with different platforms
Goodmorning , i would like to know if there is any possibility to trigger zoho ticket system using another platform . For example : customer goes to their back office , selects a product that is bought , wants to create ticket , hit the create ticketWorkflow to log time spent in an department
Hi, We have a reporting ask to be able to see how long a ticket has spent in one department as tickets get moved around a lot of our departments frequently. When a ticket is raised in Department B and then moved to the Department A we have a workflowAuto login user by Remote authentication feature
Currently, I am looking to integrate our hosted applications with the Zoho help center. The requirement is as follows, a specific set of users will be logged into our application (authentications done at our end), and once the users are logged in, inTemplate Email Reset Password
Hi It is possible to customize the email that comes to a Customer Portal user? It comes in English and need this in Spanish. Esteban Elias Preventa Tecnica - Educacion Xpears.comRemote Login: Zoho Help Center / Portal (Customer)
Hello, I would like to open the Help Center https://<customName>.zohodesk.eu/portal/en/signin and authenticate the customer directly so that they are automatically logged in. This is not about the internal employees / agents but about the portal users.Pick a light agent as ticket owner
My collegae is a light agent within ZohoDesk. I would like to set him as a ticket owner, so I can monitor the progress of this ticket. But I don't see his name/profile when i want to set the ticket owner.Register Now for our Upcoming Fourth Webinar to Enhance Productivity Using Zoho Desk
Hello all, We are gearing up for our fourth session in the webinar Series. Webinar Topic: Automate your customer service activities and increase productivity Date & Time (PDT): November 6, 2023, at 11:00 am | Registration Link: https://zurl.co/hOMW (IST):Pourquoi Zia ne peut pas être activée dans mon Help Center ?
Bonjour, Je ne parviens pas à activer Zia pour traduire automatiquement les articles de mon Help Center ?Zoho Desk Workflow perform action x minutes after new ticket is created
I want to perform an action x minutes after a new ticket is created. I tested this with with the following but it did not trigger the email Alert action. Execute on: Create Criteria: Time to respond is Greater than 1 minutes Actions: Send an email alertDynamically prefill ticket fields
Hello, I am using Zoho Desk to collect tickets of our clients about orders they placed on our website. I would like to be able to prefill two tickets fields dynamically, in this case a readonly field for the order id, and a hidden field for the seller id. The clients access the ticket form by clicking a link in our customer area, so ideally I would like to pass the values to prefill with as part of the URL. I imagine that this could be along the lines of calling https://our-domain/portal/newticket?order_id=123&seller_id=456Show number of Associated Accounts in ticket view
When viewing a Contact record in Desk it has this indicator when they are associated with multiple accounts. In this example the Primary Account is Core Sound Imaging, but I see there are 3 additional associated accounts. You have no such indicator inHow to prevent ticket re-activation at reception of absence notices?
If we mail the customer and have to wait for his response, we set the status to 'Wait Customer'. If customer as configured an auto-responder, the ticket gets thrown on the agents desk right seconds later and additionally the agent gets an email aboutemail from client did not create ticket
We have had this happen a couple of times in the past and them it seemed to clear up but today it happened twice. A client will send an email into our support address but it will not create a ticket. We know that the email came because we have it copyTickets mail blocked. Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8
Hello, our Zoho Desk emails are being blocked with the message: Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8 Can you please get this rZoho Desk and Jira integration - Can I connect multiple Jira accounts? If yes, how?
Hi, We already using the Jira integration with one Jira Atlassian account, and it is working well. My question that, is it possible to connect to multiple Jira Accounts as we're working with multiple dev teams and the new team has their own Jira account?React Native Build Error with ZOHO sdk
Hi All, We are getting error while building our react native app with ZOHO react-native-zohodesk-portal-sdk (Screenshot attached). Please let us know if its a known issue. or if you have any ideas.Unable to add attachments to knowledge base anymore
I have been adding articles to knowledge base in Zoho Desk (as part of Zoho One). Today suddenly i found that I am unable to upload and attachments to the articles. I get the following error: "Attachment couldn't be added." I have uploaded the screenshotUpcoming Webinar - Ensure Secure Customer Service Operations and Compliance with Regulations
Hello all, Hope this message finds you well. A friendly reminder for our upcoming third session in the webinar series. Webinar Topic: Ensure Secure Customer Service Operations and Compliance with Regulations. Date & Time (PDT): November 1, 2023, at 11:00Featurecast Story 7 - Bots in IM
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 7 - Bots in IM Build meaningful customer support experiences It's time to take your chat-bots to the next level! Did you know you can seamlessly integrate popular Instant Messaging applicationsHow to build a Feature Request Flow in Desk
I tried to find something in this forum, but searching for 'Feature Request' is a bad idea ;-) I was hoping to find a Best Practice guide on how to build a Feature request flow in Desk.Getting Started with Zoho Desk - First Webinar in the Series
Hello all, This is a friendly reminder about our upcoming first webinar session in the series! Topic: Getting Started with Zoho Desk Date & Time (PDT): October 25, 2023, at 11:00 AM | Registration Link: https://zurl.co/EUKZ (IST): October 26, 2023, atZoho Account eMails are not available to Zoho Desk eMail picker
Hi, 1. customer creates a ticket in Desk 2. Ticket gets forwarded to an agent 3. agent opens the ticket and replies to it using the build in mail function 4. agent wants to CC the reply to another Zoho user (e.g. sales) 5. the agent must type the completeTicket email notifications delayed
Our staff / agents have been seeing delays in times between submitting comments and the emails regarding said notification. The delays have been happening since Wednesday, and have ranged anywhere from ½ hour to 6 hours. Is there a Zoho mail server issueSensitive content detection and Predictive text in Instant Messaging - Zoho Desk mobile app - iOS
Hi everyone! In the latest iOS update (v2.8.1) of the Zoho Desk mobile app, we have brought in support for the below mentioned functionalities. Sensitive Content Detection: Provide a safer experience by detecting and alerting users to nudity in imagesAnnouncing 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!How to display Knowledge Base Categories on my Home page of KB?
Dear, Instead of Showing up two sections only such as Knowledge Base and Ticket, how can we display only KB Categories on home screen, here is the url: https://orantneon7197.zohodesk.com/portal/en/homeNext Page
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Automation#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 #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 submitsAuto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensureAutomation #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 Terence
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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
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