Desk access to Knowledgebase for SAML users
Hi, In Zoho Desk, you have the flexibility to set categories and permissions for users and groups, but the 'users' database is horribly inflexible. A user in an existing company cannot log in and see articles relevant to their business without an agentReferencing attachments as links within KB article
We would like to be able to reference article attachments via a URL within an article. How do we find the URLs of attached files?Enforce the agent availability for all users
Hi, We need to track our agents' activity, and the "Agent Availability" report could be helpful for that. However, this report depends on the "My Availability" option that only agents can enable or disable on their end - administrators cannot enforceTicket View - Sort by Account
Is there a way to sort by "account" in any of the ticket views?Data administration | Export Data | Help Center Articles - CSV export is not valid [Bug]
Hello there, when exporting Help Center articles, an essential aspect in the standard for CSV files is not met. See RFC 4180 for details: As you can see on the screenshot the article starts in line 1 and due to the line breaks in the article text theKnowledgebase Article Permissions
Hi, Goal- I want knowledgebase articles in the Category 'General' to be available to 'Registered Users' but not to public. This article https://help.zoho.com/portal/en/kb/desk/self-service/knowledge-base/articles/organizing-your-knowledge-base-content#1_NoneHow can I include custom Account fields on the ticket?
I've created a cuistom Account field and I'll like that to display on the ticket. how do I achieve this?Agent Export Enhancements Request
It would be nice if the Export functionality included the following information in addition to existing information for the Export Agent option: License type (Agent vs Light Agent) Roles and Profiles To more easily review accessAgent Management page enhancements request
It would be nice if the Agent management screen had some additional features: A tab for Full Agents. Light agents exists, All agents exist but there isn't a listing of full agents. This would be a nice feature. License totals and licenses used. It wouldCannot reply to ticket
i have a situation where when I click "Reply" "Reply to All" or "Forward" on certain tickets, it doesn't open the editor and start a reply. What happens is that is "shrinks" the current message I am looking at (in the same fashion as what happens whenHow can I move a ticket from Department A to Department B?
Hi there, how do I move ticket from Department A to Department B? I went in the ticket and tried to scroll down the menu under the "department" but it won't let me, I am a support admin. Did I do anything wrong? or am I doing it in the wrong place?Getting Attachments in Zoho Desk via API
Is there a way to get attachments into Zoho Desk via an API? We have a process by which a zoho survey gets sent to the user as a link in a notification. The survey has several upload fields where they can upload pdf documents. I've createdApple 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 helpDesk - Finance Integration - Can't 'Mark as Confirmed' Sales Order
When a Sales Order is created from the Desk interface, there is no way to get it out of the 'draft' status without actually emailing it to the customer. There are many, many, many, many cases where this isn't the workflow. In the regular Books / InventoryFeaturecast Story 4 - Embeddable message button (click-to-chat)
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 4 - Embeddable message button (click-to-chat) What are the benefits of using a message button in 2023? Use click-to-chat (message buttons) to boost customer engagement on your website WithUnable to get Comments data via API call
I am currently implement system to retrieve ticket and its comment from Zoho Desk to Data warehouse using python. I was able to get Tickets but comments data for each tickets is empty but on the Dashboard, there are couples of conversations logged. WeAdding a user - error - Invalid Invitation. Invitation was not sent to this user
I struggled figuring out this cryptic Zoho Desk error message that apparently is not documented anywhere. I finally figured it out but wanted to add it here so no one else has to struggle to find it. Kudos to the ZD team for making error messages easyAbility to rename community tabs as own preference
Current zoho desk community tabs unable to rename however i see it has as suitable standard for most communities But it will be more better and beneficial if possible to modify(rename) then we can use the community for various purposes and able to change them as very convenient for, various product & services various fields organizations push(add) many topics types into one community instead host several community forums or portals. Setup > Channels > Community > Preference > Topic Type This's anDesk vs FSM
Anyone using the two together? Not sure what’s the best way to make our workflow. Usually we ticket for everything we do in our company. In this case do we ticket for remote calls/services (that require no onsite visits ) and use FSM for just onsite calls.How to Re-Send Happiness Feedback to our CLOSED Tickets
Hi Zoho Desk Support, good day. I would just like to inquire if there is a way for us to RE-SEND the happiness feedback to our CLOSED tickets to our users like at least 2 months ago up to the present. Thank you.Layout field label in Help Center
Is there a way to modify the "Layout" field label to something else using CSS? I was told it could not be changed via the English language file.Departments Limit
There is a limit of departments that i can have on zoho desk?Telephony Question
Can we import and use existing numbers so we don't have change over to new phone numbers?Only send ticket closure email once.
Hi, Currently, once a ticket is closed an email is sent to the contact to let them know the interaction was closed and asking them for feedback. Most of the time, that is the end but sometimes the contact will have extra questions which will cause theHow can we prevent the requester from reopening a closed ticket
As understood from your documentation "Closed" tickets will be reopened if a customer sends a rely on that. How can we prevent that and mark a ticket as permanently closed when no reply can re-open the ticket. Refer competitor behavior for easier understanding between the "Solved" and "Closed" fields Solved means that the agent has resolved the support issue. Solved tickets are closed, typically, a number of days after they have been set to Solved (the exact number of days depends on how an AdministratorHas anyone created a public ASAP Guide that I can check out?
I am thinking of adding an ASAP guide to my web application, but I have noticed that the ASAP widget itself can be really slow to load sometimes. Has anyone created a public ASAP Guide that I can check to see how performant it is? I don't want to spendDynamic filter criteria (placeholder) in views (current user, current date etc.)
Hello there, from the everyday other software solutions one is used to the fact that one can use placeholders with regard to filters. It is not efficient to filter based on the current date and have to edit the filter every day to manually change theHow to reset formatting to default font size (12)?
Hello, I've set the default font size for my replies in Zoho Desk to 12, but if I click the "Clear formatting" button, it switches the font size to 10 (which is the default for Zoho). How to configure Zoho Desk to use my customized default font size (12)Zoho is not solving my Data Import Issue
I have reported a data import issue since 5th July, it has not been fixed and there is no timeline for it. Their team said they can import from their side but after 2 weeks till now nothing was imported. It means I am paying for a malfunction system everymonth.You are forced to store/manage custom functions redundantly | Any solutions?
Hello there, you are forced to store code (custom functions) redundantly if you want to use the same functionality in multiple departments. I don't understand that you can't define global functions. When I make a change to a function I may have to doDeleting unwanted ticket replies
Hello, In a Zoho Desk Ticket thread, sometimes one of the recipients has auto-reply activated. This creates a new message in the Ticket thread that not only pollutes the thread, but most importantly cannot be replied properly because usually auto-reply e-mails don't do "reply all", so the other recipients are not included. I want to delete such a message in the Ticket thread. I searched the help of Zoho Desk, but only found a way to mark as Spam (https://help.zoho.com/portal/kb/articles/marking-support-tickets-as-spam)Deluge example to associate a product to an account
Hello, Is there a deluge example to associate a product to a given account, or vise versa? I see updateRelatedRecords but it seems to only be related to time entry?Monthly Release Round-up - August 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Introducing Teams logos While creating teams, logos can be used to represent each team for quick identification. Users can recognizePreview field visibility of different user profiles
Hello everyone! We're excited to introduce an option to preview how fields are visible to different user profiles when they have permission based access. Administrators can set field permission for different user profiles based on the business requirementWhat is the difference between "Reply" and "Public Comment" in a ticket?
Hey, my company is thinking about switching to Zoho Desk but we do not understand the difference between the "Reply" and the "Public Comment" feature. When should we use which? And why? What is the difference between them? Thank you for your help! KindestEmail template buttom
Hi, since several weeks ago, when I write an email I cannot see where it is located the buttom to access the email templates. I've checked that templates are fully operational, but I'm not able to access them from an opened email because the buttom hasTicket Tags Analytics
Is there a way that ticket tags will that show up in Analytics or can it? We want to see when a particular ticket comes in without clicking through all the tagged tickets. We created the tag for this purpose hoping there is a way to see the AnalyticsDeliverability with iCloud Users
We use the standard Zoho Desk sending domain (support@companyname.zohodesk.com), and I've noticed a high number of bounce instances recently from Apple users with the following error code: ERROR CODE :554 - 5.7.1 [HM08] Message rejected due to local policy.Use data of contacts (custom field) inside snippets
Hello, we have enabled the standard integration between Zoho Desk and Zoho CRM. So every contact in CRM has a salutation, this information is also synchronized to desk. So my question how can I use this data iside a email template or a snippet? PleaseForwarded emails from Outlook are being marked as Public and fully visible to the customer
Privacy concerns aside - Zoho strictly adheres to this notion that every conversation from a "channel" is a customer request and should default to public in the customers help center. This should never be a feature and we are shocked no other companyNext Page
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Auto-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#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 submitsAutomation #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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How to add footer in the custom widget
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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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
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