Automation #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 submitsSplitting a ticket's entire thread
Hi, When you split a ticket it only splits the individual reply that you clicked "Split as new ticket" on. Is it not possible to split the entire ticket thread from that point into the new ticket (every reply from the split point forward)? Or is thereWhatsApp Integration
This integration empowers you to provide live support through WhatsApp, right from within Zoho Desk. When customers message your business on WhatsApp, your agents can choose conversations and respond to them without leaving their help desk. Agents can reply to customers, send attachments, and resolve issues, all in real time. Zoho Desk helps you keep track of these conversations by logging them as tickets. If you tried the beta feature, please share your feedback below. Your feedback will helpWorkflows 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?zoho desk ticket permission issues
If I want to set up a desk account for sales, with the purpose of allowing them to see the status of tickets opened by contacts they are responsible for, how should I divide the permissions? Because no matter how I adjust the sales settings, they mayDuplicate tickets when department emails are copied
We use Zoho Desk and have four separate departments with four separate workflows. If a ticket is moved or someone CCs a department email in a different department, it creates a new ticket in the different department and creates another new ticket in theDifferent Ticket Templates
When will it be possible to have multiple ticket templates / layouts? We different types of requests that require us to collect different types of data. Some fields on some tickets would not be relevant for other types of support requests. We do not want to flood the ticket with fields to cover every kind of support request. It would be really helpful to be able to customize a ticket template or layout depending on the kind of service request.Enhance data security with standard field encryption
Hello everyone! This feature is being released in a phased manner and is currently available upon request. To request early access, click the registration link and provide your details. We will enable the feature for your Desk account. In an age whereZoho Desk + Zoho Booking automatic email
Hello, hello, We've been using Zoho Desk for a few years and we're now looking into also using Zoho Bookings. I have installed the Desk <-> Bookings integration. Using "Workflows" in Zoho Desk, is there a way to automatically send an email reply for aHow to Show Full Email Thread By Default?
I have a filter set up to forward emails to Zoho Desk. Right now many of them are coming in with the main content of the email hidden until I click on the little button with three dots. I would like entire email thread to be shown by default so that IFiltering/Sorting in Zoho Desk is VERY LIMITED
When I am on a view in zoho looking at all my tickets, I can only filter and sort by standard Zoho fields. I have a lot of custom fields that our customers answer. I want to be able to filter and sort a view based on these. Please note that above areWeb forms on the customer portal
Good morning, all I am in the middle of a issue i can not figure out based off the info i am searching for online. I am looking to create a new hire form that asks a few questions like name, dept and if they need a pc, software access, etc and i thinkDesk doesnt ask to save draft of new tickets. Lost hours of work.
Im hoping someone here can help. I spent the last few hours typing a new ticket (not a response). I left my computer for a minute, came back, accidentally brushed my keyboard, the screen refreshed and now the last 2 hours of work appears gone completely.Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente
Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente! Isso é ruim pois so,os em 5 agentes e o cliente fica sem saber com quem ele está falando, pois tentei procurar configurações que pudessem ter esta opção, mas até então não encontrei.Notification received when self-assigning tickets
When I assign tickets in Zoho Desk the relevant agent gets a notification email. When assigning myself a ticket in Zoho Desk, I get a notification email. Now, as I am the person who assigned the ticket to myself, getting a notification in this regardZoHo Desk Email Signature
Hi, There are two things missing from the signature part of ZoHo Desk Variables in the signature for example User.FullName Global Signature "Best Regards, {{user.FullName}}" By adding "1." we can have a template that our agents can just paste to the systemzoho desk Deluge question
I tried to update the Email Content to a Ticket and write to custom fields, which went relatively smoothly. However, I encountered the following issues: 1.I managed to extract the contact person's email from the email content. How can I use the contactLinks in Ticket Aren't Clickable
Sometimes the links in my ticket (created from an email) do not open when I click on them. I have to copy and paste the URLs into my browser in order to follow the links. When I view the email in Zoho Mail, the links are formatted as links and I can clickLink an existing Asana ticket to Zoho
i would like to add/link an existing asana ticket to a new ticket in Zoho Desk. How can i link those too?UNAUTHORIZED Error when connecting with make.com (Integromat)
I'm getting this error when I'm trying to connect with the Zoho Desk Module in Make.com (Integromat). I have put the correct Orginisation ID from Zoho Desk > Settings> Developer Space > API > API Authentication. I am also using the correct Domain ExtentionHow can I convert a regular email into a ticket?
Some of my customers insist on sending me requests directly to my personal mailbox (Zoho Mail). How can I easily convert this into a ticket in Zoho Support? If I forward it to a Zoho Support email channel, this creates the following 2 problems: 1. ItNo "ticket updated" email notifications received by client?
With an existing ticket, when an agent updated the ticket, I'd like the system to send an email notification to the client and let him know that the ticket has been updated. That's all. Sounds simple but I have not been able to figure out how to do it. In Setup-->Notify, there are only notification options for "public comment". My issue is that when an agent responds to an ticket via email, it is treated as "reply", not a "comment". Hence no notification is generated. My ask is simple - How can IDesk API to List all tickets does not return resolution field or any custom fields
It brings back many fields but not resolution or custom fields. How do I access these fields via API? Regards, GlennBlueprint not working.
Is there some issue going on? I'm not able to work on the ticket per the blueprint, as soon as I assign the ticket to me, the screen freezes. Setup is>> New Ticket>>Blueprint(Assing)>>In progress>>Blueprint(Comment). Not working while assigning the ticketHelp Center Sign Up Form -- Add Account/Company
Currently, the Help Center Sign Up Form only has Name and Email address fields, not account/company. Is it possible to add Account/Company field in the Help Center Sign Up Form so that when Zoho Desk admin got the email notification (as Moderator), theSLA Rule Execution
Hi Team, when ticket comes in to portal it gets assigned to some department and SLA gets started. when department open the ticket on next day and check the details then they decided to move it to different department. this scenario SLA should start for department on the basis of moved ticket time. not on the created time. please advice us on it, as we can create SLA when ticket on the basis of ticket moved time.Zoho Desk and 'BCC Dropbox'
Hi Is there anything like 'BCC Dropbox' (from CRM) available in Desk? ThanksReply ticket without quoting
Hi! Is it possible to reply a ticket without quoting? Thanks!Disallow CLOSE ticket if fields not selected
I want to disallow closing a ticket if the agent did not select response for other fields. Is there a way to do this?[Community-Forum] Mention of someone and quotation
Hi, I can't find it but it is hard to believe that you cannot mention a specific person in your reply on the forum and format part of a text as a quote. Does Zoho Desk - Community really lack such basic functionality?Multilingual functionality - Desk
Hey Zoho Desk Users, In the Android version(v2.6.17)of the Zoho Desk mobile app, we've introduced support for Multilingual Functionality. Now, you can seamlessly translate field names and pick-list values based on the language preference set in the DeskAgent Status as Criteria
It has come up several times where we need to create a workflow on agent status. However, there does not exist a criteria in any of the rules such as Workflow or Supervise. Why is this needed? Because agents are human beings and not machines. They forgetCan you create an email distribution list in Zoho Desk?
When replying to tickets in Zoho Desk is there a way to create a distribution list? So I could reply to a ticket with a single email address and have that go to multiple people? So I don't have to put in each email address individually.Agents permission per department
Hi Team, can I setup permission for each agent what they can do in each department, for example I want account department agents to only have view access to support department tickets and not allowed to assign or reply to clients. I am sure this wouldWrong website configuration | x-frame options or a content security policy
Sometimes there is an error that is visible in the screenshot. I have translated the content of this error. The problem has been persisting in the Firefox browser for a while and is due to a misconfiguration in Zoho Desk. This error is also occurringClosing connected ticket after closing WA conversation
Hi, At the moment, once someone sends a message to our WA number, a corresponding ticket is automatically created. After the question is answered, our support department closes the chat/conversation. However, after that, the connected ticket is stillZoho Desk's Instant Messaging Update | Connect with customers via WhatsApp from the Tickets module
Hello All, We are excited to announce an enhancement for the Instant Messaging module: you can now send outbound WhatsApp messages to your customers from Desk's Ticket module. Outbound WhatsApp messages can be sent to one or more recipients' mobile devices,Add custom view Option Disappeared
We observed add custom view option has been disappeared in our panel, Can you please fix that soon.PRTG monitoring to open tickets with Zoho Desk
Has anyone built an API that allows PRTG to open a ticket in Zoho when a sensor is down for a set amount of time? ThanksSalesforce Integration doesn't seem to be working
I connected Salesforce and mapped a few basic fields but after more than 36 hours, no accounts or contacts seem to have synced - why might this be?Next Page
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This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. With our series of posts so far, we have introduced you to our development environment setup (Sigma) to buildGuided Conversations: A catch up on self-service
From ordering food by scanning a QR code to booking an appointment at the doctor's office without having to talk to anyone, we all appreciate being able to get things done independently. This is why it's an unspoken requirement to make customer serviceOptimize your Knowledge Base for enhanced visibility with meta titles
Let's dive into why a meta title is crucial to your article. Imagine a talented content creator named Elena. Elena had been working diligently on a knowledge base article for her company's website. She knew the article needed a captivating meta titleInitiate meetings from the Tickets interface using Zoho Meeting extension
Hi everyone! With the new integration between Zoho Meeting and Zoho Desk, you can now easily schedule and initiate meetings directly within the ticketing interface, without the hassle of switching between different platforms. This integration empowersAutomation #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
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Getting the thread details in "desk.ticket.thread.moreaction" widget
Hi all, I'm trying to build a widget which looks at a specific thread in a ticket. It's triggered by the user clicking the widget in the desk.ticket.thread.moreaction location. It stands to reason that since this is triggered from a specific thread, notHow to reply to thread via API
We have built a webapp for our customers that uses the Zoho Desk API to enable each customer to view their full list of tickets, view individual tickets and raise new tickets. The Zoho Desk API doesn't have the ability to reply to a ticket/thread. RepliesMerge Contacts API Error
I want to use the Zoho Desk API to merge duplicated contacts. I wrote the following Deluge function to do this: merge_contacts_api_payloads = List(); merge_contacts_api_payloads.insert({'ids':{'842454000000989001','842454000002232455'},'source':{'firstName':'842454000000989001','lastName':'842454000000989001','email':'842454000000989001','secondaryEmail':'842454000000989001','accountId':'842454000000989001','twitter':'842454000000989001','facebook':'842454000000989001','phone':'842454000000989001','mobile':'842454000000989001','type':'842454000000989001','title':'842454000000989001','street':'842454000000989001','city':'842454000000989001','state':'842454000000989001','zip':'842454000000989001','country':'842454000000989001','description':'842454000000989001'}});Zoho Desk is down
Hello, It looks like Zoho Desk is down (not loading). See screenshot below for reference.View On list for client?
Hi Newbie here investigating Zoho for our business. Is there a way to have a "view only" display for our customers to see a list of their current tickets? I am basically looking for a way to be able to report back to clients what the remaining Open tickets
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Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
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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!Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
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