Weird code in emails
So when we gan email from the ticket system we seem too get this weird stuff at the top (changed our domain in the url) { "@context": "http://schema.org", "@type": "EmailMessage", "potentialAction": { "@type": "ViewAction", "target": "https://desk.zoho.eu/support/mydomain/ShowHomePage.do#Cases/dv/131010000000368025",Don't send customer email when creating a ticket
Hi Is there an easy way to stop the system sending an email to the customer when we manually create ticket.Automation #13 - Auto assign tickets based on agent shift time
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 optimizeExecute a function on Zoho Desk Custom View
Is it possible to execute a custom function on a custom view of records? We know how to do this in CRM using something similar to this: recordList = zoho.crm.getRecords("Contacts",ele,200,{"cvid":1862333000162897033}); But we're not having success withHelpcenter Knowledge Base Visibility Problem
Hello, I have created a knowledge base and I want to adjust the visibility of the sections that I created. I created groups for the knowledge base for the areas and locations. I set the visibility of the knowledge base for each group I created. I haveTime Based action triggered once a day only
Hi All, im trying to implement a time based action where an emain notif is sent to ticket owner if status is set to a custom status "acknowledged" already for more than 48hrs I tried creating one however, notif is being send every hour is there a wayMake Comments Public by Default for Agents
Hi our agents communicate only . through public comments and not the "Reply" since the reply very often looks sloppy on the email from our perspective. Currently if the agent creates a new comment from Zoho Desk, it defaults to private. Is there any waySetting email comments to public or private
When an email is forwarded into Zoho Desk but the customer email address is absent, the email gets automatically added to a thread as a private comment (by design). What would be good is the ability to manually choose between public and private - so clickHow to Send Text MSG from zoho desk
I have an requirement to send text message to customers from zoho desk or initiate the chat with customer regarding his/her ticket. Is there any direct or standard way to do that. Any help would be appreciated. Thanks a bunch in advance!Public v Private Comments
Is it possible to set the default for comments within a ticket to Public? I am the only agent so I see little value in creating Private comments as there does not appear to be a notification sent to the client when a Private comment is posted. I dontWould like to have attachments on email templates
Hi all, I would like to be able to add attachments to email templates. I cannot see anyway to do this from the email template setup page. JimmyIs it possible to have more than one portal?
I have two separate businesses that I'd like to have contained in their own portals with separate agents and such. Is it possible to have another completely self-contained portal? It looks like it could be possible but I can't see how I'd set it up.How to correctly separate tickets for Sales + Support.
I've created two teams in Desk (Sales + Support) and same for the departments in SalesIQ. I created a test ticket for support and made myself an agent in Sales... but I can still see the ticket when I view all open tickets. Another thing, if I click onIs it possible to share or synchronize the status and basic info of a ticket between departments?
We require to record and report the status of different tickets from separate departments on the main helpdesk department reports. Right now we do monitor the status of those tickets from other departments manually via a copy of the original ticket whichMaking a Job Portal for students
Hello, Can I make a job portal on zoho for community users where they can apply themselves for the job. If there is such option. Please guide me through. Thank youhow to change name
I want to change my nameCommunity for Customers
Hello, I want to know that if admin posts anything on community will customers get any notification or Email regarding that the post has been updated/ posted in the community. Also I want to know that when someone from community post any doubts, thoseTicket Form is wiped when Template is changed
Hi, if the customer changes the Template, edited entered fields are reset without notice. This is a bug as long as we do not inform the customer about the wipe. For us, a workaround would be OK: We only have one Template, but the customer still has toAuto-populate "Hi [Contact First Name]," in Every Ticket Reply
Hi there, For every incoming ticket in Zoho Desk, I would like all ticket replies to automatically start with Hi [Contact First Name], Is this possible to accomplish? If so, by what method? Thank you!Office 365 SMTP with TLS issues
When setting the SMTP server on port 587 (TLS) we get an error in Zoho desk. When we use 25 (PLAIN-TEXT) it works, but we cannot send emails. The error message we see in 'Failed Email Alerts' is: Error while processing the request! javax.mail.MessagingException:Feature Request: Notification Options in Zoho Community
Hello everyone, As an active member of the Zoho Community, I have been using the platform to interact with fellow users, seek help, and share my knowledge. However, I have noticed that currently, the only way to receive notifications for new messagesMark Ticket Unassigned during certain time frames
Hello, We work in a very time sensitive industry and we have agents who work different shift times through out the day. An agent may be working on a ticket during their shift that may not be resolved before they leave for the day. the customer may respondSeveral agents work on one ticket. Need permanent BCC.
Hello, After the migration from another popular support system we are generally happy but there are some things we really miss, which do not let us think that we completely migrated. One of those things is the possibility to keep agents informed about the progress in tickets (and not revealing to clients we track it). As soon as the ticket is assigned to an agent, the other agents lose control on it. Yes, I know that you have a "Followers" feature. It notifies me on my mobile (without any detailsAdding 2nd agent to a ticket
Is there a way to add a 2nd agent to a ticket if they are working together on the ticket? Or can you only do it by @ mentioning them in a private comment?Using workflows to automatically set classification of new tickets
Hello, I am trying to use a workflow to set a classification for a new ticket that is created via an email coming into my desk department. The workflow is working fine if I create a ticket from within desk, however if a ticket is emailed in then thisSending email to Zendesk portal
Hi Support, I want to be able to send an email to a vendor's system which is using Zendesk.. To send an email to a particular ticket in Zendesk we send it to support+id<zendeskticketid>@xxx.zendesk.com These emails were received in Zendesk, but they wereCreate a new ticket from a link in my site's footer?
Hello group. Is it possible to create a new ticket from clicking the 'Contact Us' link on my site's footer? I'm trying to use Zoho Desk as an email replacement for customers. My site is based on Ghost.io platform. Thank you,Zoho Desk Ticket Sync to Zoho CRM Cases
I want to sync Zoho Desk Tickets into Zoho CRM Cases with all attributes. Is it possible? Use Case: I should be able to see all the tickets created/modified in Zoho Tickets to be visible in Zoho CRM as individual tickets / new tickets with details ofExport Ticket information
Hello, I am wondering if there is a way to export ticket data to an excel/word/pdf document? It would be very convenient, if when the ticket is closed, to be able to press a button and send the: ticket number ticket problem ticket resolution ticket clientHow to create an automation for tickets in Zoho Desk?
Hello, I need to create an automation for tickets in Zoho Desk. I would like to have one field (integer) which will be updated every 100 days, for example, the field number is 0, and every 100 days it will be +1. How it's possible to do like this? BestPriority work mode is now supported in the latest version of the Zoho Desk iOS mobile app.
Hello All, In the latest version of Zoho Desk iOS app (v2.6.17), we have brought in support for Priority work mode as well: In this mode the tickets are listed according to their respective priority. Please update the app either from the App Store orReply email setup when using multiple departments
Hi there! Our Zoho desk is setup with multiple departments. We have a specific inbound/outbound email address for each of these departments so almost all inbound and outbound requests come and go via that department's email address. However, occasionallySend dynamic mails to customer
Hello, we would like to send emails to customer, when they are submitting new tickets via mail. Inside the mails there need to be dynamic text parts, so we use workflow rules + alerts. If certain criteria matches alerts are getting sent to the customerEnd user cannot login
Hi, I have a new end user / customer who cannot access our Desk support portal. He has received his welcome email, but inhis words: "When I go to the support activation page, it tells I am registering under "_____". I type my password, It shows me theI need to delete my account.
Hello, my IT team at SpotOn says that I need to reach out to you to delete my account. This is what I was told by them. "We've deleted you as a requestor from the old Zoho ServiceDesk Plus Cloud instance. Any further action you'll need to take up withSending WhatsApp message using "Notify via Instant Messaging" is not working
I have multiple Template Messages each template associated with workflow and everything is working fine, then I added a new template I found that Template Category options has changed, before I was selecting "Alert Update" but now this option is not availableAdditional Notes Field for Time Entry
Hi, it is very common (e.g. Projects Time Entry) to add a note to the time entry, so that the reviewer does know what's about this time entry. We would really appreciate a notes field, which also could be on the books invoice btw. Thanks in advance,Notifications mention the wrong user when tickets are updated.
I'm having an issue with the notifications/Feed in Desk when tickets are updated in any way. All actions taken are assigned to a single user no matter who performed the action. For example lets imagine my organisation has 3 users: User A, User B, UserCustomization of Classification
Good Day, Is is possible to customize the Classification? like I want to add "Inquiry". Thanks.How long does a Help Center invite email last before it expires?
Hi Zoho, I can't find anything on this, how long does a Help Center invite email last before it expires? We have our system set to moderate and some of our clients are in different time zones. We moderate and accept these but it seems when they come onlineNext Page
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Use color coding for picklist field values to enhance visual representation
It's easier and more efficient to manage a large volume of data in a ticket or other custom module records, such as ticket priorities and issue types, when you apply clear visual distinctions through color coding. Color-coded picklist fields allow usersTrack individual and team performance with essential KPI metrics
Hello everyone, Dashboards provide both real-time overviews and detailed summaries of important business data that support strategic analysis, planning, and decision-making. They provide a snapshot of the team's progress resolving tickets, performanceAuto-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 submits
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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 theUnable 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,Request 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 calls
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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
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 email
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