Knowledge Base article views
Within the KB, each article shows how many views the article has gotten, but I'm interested in which users have viewed a specific article. Because users have to register and sign-in to use the Support Site, I thought it would be possible to track theHow to integrate Helpdesk with Java App
Hello, My team is looking for helpdesk software in which users can seamlessly access from our current site. Since users are already logged in does Zendesk support Oauth? If so how is that login information housed? Can we integrate Zendesk with our currentBetter Control over Team Ordering and Display
Two feature requests for Zoho Desk team drop downs: The ability to change the order of teams, currently it's not in alphabetical order, which is confusing. I'm thinking a manual ordering via number or drag and drop, alphabetical order, and creation orderHow to allow client to filter the Zoho ticket status
Hi, Anyway we could add in the filter status for My Area under client view?ZohoHCAsapReady is undefined
I am trying to use var viewArticle = ZohoHCAsapReady(function(){ ZohoHCAsap.kbArticles.view( { articleId : '305163000000109120' } ); }) But it says ZohoHCAsapReady is undefined. I am using this to import <script type="text/javascript" > window.ZohoHCAsap=window.ZohoHCAsap||function(a,b){ZohoHCAsap[a]=b;};(function(){varHelp Center e-mails (Invitation/Activation/Deactivation) e-mail templates
Hello, email templates for Invitation/Activation/Deactivation emails are not working consistently. Please have a look at this screenshot: As you can see, the upper part of the email has lateral spaces, while the lower part don't. How can I solve this?Auto suggestion of articles in response email based on client email input
Zoho product development team have to include a feature to provide the suggested articles to a client based on his email . In Zendesk this option is available where it will auto send a list of 3-4 suggested articles based on the client mail . We can defineNo Inbound Email Tickets
It appears that no inbound emails are being converted to tickets. We've sent test emails to our accounts and are still not receiving tickets for them! We are completely dead in the water right now. Please help!Zoho Desk email channels not receiving any emails
Zoho Desk email channels are NOT working. status.zoho.com is showing that everything is operational. A call to support stated that there is an issue and that it should get resolved in 2 hours or so. 1) Zoho Status at status.zoho.com should be updatedIntroducing independent categories, many-to-many mapping, and more in the community module
Hello all, We are super excited to announce some new enhancements in our community module. Zoho Desk's Community module is a support channel that provides people with a platform to collaborate and discuss topics of mutual interest. It serves as a betterZoho Desk [ How client or user filter status]
Hi Zoho, How do we customise or add more filter status for client to filtered the ticket status in their view?Agent Time Report
Hello, I am trying to get an agent Ticket Time Entry report to pay my contractors out. The issues I am running into: -The time on the report for Create Time (Time Entry) does not match the agent page time report. -My report does not include all the agent'sCan't Add Guest Users in ZohoDesk Contacts
Hi ZohoDesk Support, good day. Need your assistance since we can't add our Guest users in the Contacts. Sometimes it works, sometimes not. Kindly advise. Please see attached error when we try to manually add the user. Thank you.Using Supervise Rule to Remind Agents
Can I use a supervisor rule alerts an agent every day at a specific time if they have not replied to a ticket within 48 hours? For example: Monday at 8am: Ticket Submitted Wednesday at 8am: Reminder sent to agent if they have not replied to ticket ThursdayEmail replies from tickets are showing up as a single user in Zoho Desk
Hello, I have an issue (?) on my tickets, I have created a workflow rule that sends an automatic email reply to clients, when I do that, the workflow rule asks me to set up the email reply and it asks me which email address I want to use as a sender,Zoho desk authtoken generation
i use express edition of zoho, i followed all the steps correctly to generate authtoken but it is giving me error 'invalid client", please give me any suggestions or solutions. Thank you.Can't copy mails to sent folder
I have 2 accounts in zoho, set in thunderbird, but with one i habe problem. Every time I send mail I get message: can't copy mail to sent folder. I removed this account, and then added again and still doesn't work! With second account I don't have such problem. What is solution for this case?Zoho Desk and SLA management for response time
Hi guys, How can I manage the SLA on the response time instead of the ticket closing date? I'd like to turn off the SLA timer whenever an agent respond. Is this possible out fo the box or even by using a workflow or API?Can we modify the ticket number format?
Can the ticket number format be changed? Instead of telling a customer their ticket number is a number, like 202 or 305, we would like a naming convention unique to our company. Can a header be added to IDN-HD-? So it would generate: IDN-HD-101 IDN-HD-102Copying Ticket Layouts to Different Departments / Help Centers
Does anyone have any suggestions or work arounds to this lack of functionality? I have several help centers and departments. I have a layout that I want to have in multiple departments, but when I clone it, it only gives me the option to keep it in samePrevent Duplicate contacts
Hello! Is there any way in Zoho Desk to prevent duplicates from being created? We would like to set a unique ID on one of the fields for contact creation, for example email or phone number. I couldn't find how to do it in Desk (All I found were articlesEmail attachment size limit is too small
20MB limit for an email attachment is too small. With the sizes of the pictures or videos from smartphones and other available devices, this is incredibly prohibitive. Possible solutions - zoho can strip the attachment and in place put in a link wherePermalink changes and adds date at every modify, can we stop this?
I can't find a way to stop the URL's being changed on every modification to add the date on the end. I don't recall this happening when I have done this before. I just want the article to have a fixed name no matter how many times it is modified. We don'tStreamlining Customer Support with Auto Replies
I'm currently using Desk as my customer support platform and I'm interested in learning more about how to create auto replies within Desk. I know that auto replies can help me save time and improve customer satisfaction by providing quick responses toDo SubForm included on this kind of workflow automation
Missing fields in List contacts/accounts
I tried adding a comment to this topic but it was ignored, so I'm creating a separate topic. When using GET /api/v1/contacts and /api/v1/accounts, many fields are not returned, including address/zip/state information and all custom fields. My use case involves syncing data from an external database to Zoho Desk, and right now the only way to keep the information updated involves making a PATCH every day for each of our thousands of contacts/accounts. If the "List" feature returned custom fields andRound Robin - doesn't take exclusions into account
Afternoon! We have multiple To addresses set in our system. We only want Round Robin to use on one of them. We have two customers who we don't want to fall into the Round Robin allocations I have added some exclusions. The zohodesk.eu versions of theClosed ticket reopened by other.
It seems to me that a "thank you response" automatically reopens the relevant ticket, or that a team member can reopen a ticket closed by a colleague. Is it possible that a ticket can only be reopened by the owner?Reset Stats in Zoho Desk KB
As we're populating the wonderful Zoho Desk Knowledge Base, the team constantly reopens and edits the article. The analytics numbers will be so off in regards to the real customer usage when we launch. Is it possible to reset all stats once we finishHow to organize Ticket access in teams
How do I give ticket access to the users' of the same team? I can allow access if the users are in the same account, but this does not work for us in all situations. Here is my challenge: Our Core product is a subscription-based online service. The companiesSend Emails of Zoho Desk by Amazon SES
Hello, I Want to send zoho desk support emails by amazon SES. Please provide me the process, if there is any possibility for that.. ThanksKB article shows horizontal scroll-bar
Hi there. I've created a KB article with 2 table in it and I see that the page displays a horizontal scroll bar making it hard to see the entire content. I've resized the table to 50% width, but there's no improvement. How can I get rid of that bar? IsModalBox doesn't work
Hi, ModalBox call initialization stopped working. I use next code: App.instance.modal({ url: '/app/modal.html', title: "Modal box" }).then(function(modalInfo) { const modalInstance = App.instance.getWidgetInstance(modalInfo.widgetID);Help Center KB Articles - Registered users only - clarification needed please!
Hi Zoho, I have been looking through the following articles. https://help.zoho.com/portal/en/kb/desk/for-agents/articles/organizing-your-knowledge-base-content https://help.zoho.com/portal/en/kb/desk/for-agents/articles/restricting-access-to-knowledge-baseDeleted users from DESK still showing up in interface
Hello, after deleting an agent from ZOHO DESK he still shows up as a selectable agent in drop lists. How do I fix this?Why do Tasks reopen when moving Tickets?
There are instances in which we have completed a Task within a Ticket but then we need to transfer the Ticket to another department. However, the Task re-opens automatically causing the agents to think it is still outstanding when in fact it has alreadyZoho Desk - Modify/Customize ticket priorities
Hi, We just started integrating Zoho Desk on our daily workaround and we want to have our own ticket priorities. How can we modify or change the value of the Ticket Priorities? We want to add and modify these default values in order to facilitate theSchedule Report is creating a ticket in Zoho Desk
Scheduled Report is creating a ticket in Zoho Desk, is there a way to disable this? The thing is that whenever a scheduled report is being sent a Zoho Desk ticket is created. Are we missing something here?Setting the Team Icons
Is it possible to set an icon for a team? This would be helpful with Data Sharing and being able to easily differentiate the teams based on colored icons or custom icons. @Zoho - i accidentally posted this with my test account and realized it is set asAttach Desk ticket to Project task using integration
I have set up the Projects integration within Desk. This allows me to create a new task within Projects which we use primarily for software development. I need the ability to attach a Desk ticket to an existing task on Projects. This will allow developersNext Page
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Implement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?Zoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23
Hi All, We are eager to introduce the enhanced JWT authentication mechanism for accessing your ASAP add-ons. Effective December 25th, 2023, the ASAP's old JWT authentication mechanism will be deprecated. This means that the option to switch to the newAgents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:Zoho Desk app update - Reply via email option for IM tickets
Hello, everyone! We're excited to introduce the 'Reply via Email' option for IM tickets, in the latest version of the Zoho Desk Android(v2.7.4) and iOS(2.9.5) app update. You can now respond to IM-based tickets via email within the mobile app. This featureSpreading Love, One Ticket at a Time
At Zylker Techfix, customer service wasn't just about solving issues, it was about creating meaningful human connections. The team believed that every interaction was an opportunity to understand their customers better and offer solutions that truly made
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Ask the Experts 16 :A 5-hour Live Q&A - Tackling Zoho Desk's Onboarding Challenges
Hello Everyone! The Ask The Experts series is back! The Zoho Desk Team is happy to announce the first Ask the Expert session of 2025, focusing on the Onboarding Challenges of Zoho Desk. What's in for you? Ask The Expert Series is a monthly online sessionMarking a Desk ticket as Unread after merge
We have a custom script that runs against every new ticket and auto-merges it with any existing ticket that matches our criteria. That works fine but there is no functionality that reverts the newly-updated ticket back to an "unread" state. I found theRe-emphasizing the importance of Domain Whitelisting in ASAP's JWT Authentication Mechanism
The problem We discovered a security vulnerability related to using OAuth tokens in non-whitelisted domains and have reinforced our security measures. If you experience any request failures in the authorized domains, please verify that they are whitelistedTicket owner for desk ticket can't be set using Zapier "Create ticket" function.
I have a step in my zap where I create a ticket in desk, everything works fine apart from setting the Assignee (Ticket owner in desk). When I look at the data sent to the API the assignee variable has no data I can set the assignee (Ticket owner) if IArticles page into Moodle as an iframe
I would like to integrate my Zoho Desk articles page into Moodle as an iframe. My goal is to add it to the Moodle navigation and display the articles within a dedicated page without redirecting users outside Moodle. Could you please guide me on the best
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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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