Desk - Sort and Filter
Customer would like the ability to: Filter and sort on Status Filter and sort on Tags Is this possible?Client Cannot Access Her New Portal: Cookie Is Disabled (But Is It?)
Hello, Has anyone run into a problem with clients unable to activate their portals because they cannot set their own password? I started using Books a few months ago and only created about 20-30 portals so far. Most seemed to work but 4 people told meWays to mark First Response Time?
Is there another way to mark first response besides emailing the client? Sometimes, we enter a ticket after we've already spoken with them about the issue and have started looking into it. Other times, our first response comes in the form of a phone callShow notifications on ticket's updates
Hello, So, is there any way to have a visual alert/notification whenever someone comments on a ticket? I just want the visual alert, not an email... Thank you!Is it possible to create CRM case from Zoho Desk Ticket?
Is it possible to create CRM case from Zoho Desk Ticket via an API from Desk or CRM or through User interface?Zoho Support - Request Closed Time/Date
Hi, Could you please add a feature that states the date & time when the case is closed. I find it difficult in tracing the date/time of closed requests. Currently, i am referring to the created time and comparing it with the modified time (for all requests) to measure the exact time for a resolution. It would be great if you could help me out as I am stuck.Unable to process request when sending ticket from help center
Hi. I was creating a ticket on our help center and I get an "Unable to process request" error.Customer Happiness ratings
Hello. Is there away to to disable the happiness ratings for different categories/sub categories that has been used? Or will this not be possible and only count for ticket that are closed? And as well, can the logo be disabled on top of the email or canTranslating tabs in Help Center
Hello, is there a way to translate tabs in the help center? Here: Thank youHide reply option for closed ticket
When I close a ticket and the closed status does not come back to default status people can reply but agent never read their message. Could I hide the reply option? I don't want that a customer can reply if a ticket is closed.Extract ticket reports with their associated attachments
Hello, is there a way to extract ticket reports including the attachment associated with the tickets?Embedding Storylane in KB articles
We are trying to enhance our KB with demos created via Storylane. Embedding the code does look alright in the editor itself, but does not show up in either the preview nor the published version.Merging contacts does fail because of help center membership
I'm trying to merge two contact records (they are the same contact) where one of them is a member on the help center. The system warns me about this situation and then I de-activate this contact as an "End User" for the help center. Right now the systemHow do I apply a standard onboarding/welcome email to a new ticket?
New Zoho Desk user. I would like to create a series of standard messages for specific situations (e.g., onboarding welcome message) that can be applied to new tickets. It seems like email templates can only be applied to ticket responses.Customer Ticket Template
Hello, is there a way to create a new ticket format when customers opens new ticket so that every time any customer wants to open a ticket he has to fill some fields like Ticket Reason ( issue , question , request ) Ticket Department (Reporting , SupportCan't get verification invitation for new users created
While trying to create an new agent in Zoho desk,The invitation isn't received in the email inbox.DMARC reports showing 0% SPF Aligment from emails from Zoho. What's the correct SPF Record
Hi Everyone, We are trying to improve our email security by blocking all potential threats but getting the correct SPF alignment from emails sent from Zoho is proving to be more difficult than imagined. As mentioned in the setup / dkim, we used the followingCategories and Sub Categories
Hello. I'm trying to find a way to change the Categories and Subcategories in Desk. I'm unable to find a way to change, add, or remove anything. When we create a new department we might need to add a few other fields to fit the inquiry user contact usShowing All Channels in Help Center is Problematic
Hello: There needs to be a way to disable channels featured in the Help Center. Nobody in our industry uses Twitter or Facebook and it looks like we are being unreachable by not setting up the Feedback Widget. Is there any way this can change? Also, thereChats to tickets in MS Teams with Zoho Desk
Hi, is it possible directly from MS Teams chats to Zoho Desk tickets creation? I've already created Zoho Desk tab and connector in MS Teams.Looking for information or solid example
Hi! Hope you guys are doing fine. I want to fetch data from zoho desk but I keep getting CORS issue. Access to XMLHttpRequest at 'https://desk.zoho.eu/api/v1/tickets?orgId=xxxxxxx' from origin 'http://localhost:3000' has been blocked by CORS policy: NoPriority Email
Hello, I would like to ask if it is possible that when a user opens a ticket via email he can also set the priority to for example High. We only use the free version of the ticket system. Thanks a lot With kind regards Jamal Al-JibouriZoho Desk's Instant Messaging | Feature Updates | June'23
Hello All, As we advance into the year, we're eager to bring you this quarter's feature updates, where we'll run you through the significant updates in the Instant Messaging module. I hope this info is insightful as you continue using our IM module toUnable to pull all the characters inside one ticket thread. Only returning the summary with 183 characters
Unable to pull all the characters inside one ticket thread. Only returning the summary with 183 characters via deluge function in ZohoDesk // sample code ticket = zoho.desk.getRecordById({orgid},"tickets",tixId); // returns the ticket based on ticketBulk Close Selected Tickets Not Possible
Greetings Zoho One of the limitations I've found rather frustrating within Zoho Desk is the inability to bulk close certain tickets. When searching a specific criteria, you are able to select all tickets shown in the search results, but the close option vanishes allowing me to only 'merge' said tickets. Often I can find myself with sometimes 100+ tickets that need closed and I have to close each one individually which is very time consuming. Please could you add this feature, or let me know if there'sNotifications are blank. I get new notifications on my phone, but Im not getting anything on the web.
No new or old notifications are showing.use zoho.desk.getRecords to look for a specific agent using email
Is it possible to use zoho.desk.getRecords to look for a specific agent using their email? sample from https://www.zoho.com/deluge/help/desk/get-records.html does not provide a proper example on how to use the query_value parameter. Can anyone provideSend and Close button selects the wrong Closed Status when there is more than one configured,
We have added a new closed status of Idea Logged. When we choose this it closes the call as expected. We have another team that assess the ideas outside of ZohoDesk. The problem we have is that when we use the Send and Close button on a Ticket it nowChange font for Help Desk articles when printing
Hello, is it possible to choose a different font for the document when trying to print an article from the help desk? We actually use Arial as a default font + we applied Inter via CSS. Problem is: when I try to print an article, the page is printed usingAccounts/Contacts being created when a new Ticket is submitted through my Support Mail on Desk
As of currently when different people (even Spam) send mails to our support mail configured in Zoho Desk we're populating Zoho CRM with unwanted contacts like the ones coming from Spam and all that stuff Is there any way to disable this? Please your helpBilling info Zoho Support
I Can't find the place to update billing info (new CC) for Zoho SupportSetting up an Agent 'Script'
Is there a way to automatically setup a list of things to do or scripts for the agents to follow upon initial creation of a ticket? I thought I saw this at some point but can't seem to find it currently.Account or Contact Mapping from CRM to Desk
Has anyone had success mapping a User field from CRM to Desk? I'm assuming I need to create a Single-Line field in CRM and use a function to populate the User Field to the Single Line field in order to map to Desk. Thoughts?Google Analytics 4 setup instructions
Now that Google has migrated from Universal Analytics to GA4, I need to set up our Zoho Desk Portal so stats will start being collected. I see the instructions for UA, but can you point me in the direction of assistance for GA4? Thank you.End user profile mandatory fields: how to force the user to compilation
Hi, when an end user recorded on the portal through an SAML system, he is addressed directly to the home page of the end user portal. This does not allow us to collect the mandatory data of his user profile. Even if the fields are mandatory, he can safelyIs there a way to send a follow up email from Zoho Desk 2 weeks after ticket has been closed?
TitleEmails are not sending from Zoho Desk
Emails stuck outgoing, 30+ minutes and still nothing. Nothing is wrong with our Exchange server, it is just when emails are sent through Zoho Desk: {"response":{"error":{"code":7009,"message":"No data available"},"uri":"/mail/SupportAPI"}}My Area Default
Currently by default, when an user signs in the tickets are shown based on the All Departments, "My Tickets", Open, Priority, and All Channel. I have a user that would like for the "My Tickets" section default to "Team Tickets". Can the defaults of theFinding draft ticket replies
Is there a way to see all tickets which have draft replies?Setting Visibility for Macro Rules
Hello everyone, We have an exciting enhancement in macro rules that will allow agents to view only those rules that are relevant to their daily activities. Macros is a way to automate a set of actions that are performed on tickets regularly to save time,Next 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 asUnable to change the "credentials of login user" option when creating a connection
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,Anyone 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 calls
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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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