SHOW TIME SPENT IN HELP CENTER
Hi, I want to know if there´s a way to show the time spent in each ticket in the help center.How to setup a email notification when an agent reply to a client?
Hello , when agent reply to a ticket I would like to send automatically an email notification to client with template like: “Dear Customer name, An agenti reply to your ticket. Read and reply Link ticket Have a nice day” How can i setup?Custom URL Scheme Zoho Desk Knowledgebase
Hi, I want to know if it's possible to use a custom URL scheme for inserted HTML in knowledgebase articles inside Zoho Desk. Why? We specialise in support of macOS. But in the last few years, Apple has made it difficult to provide remote support becauseZoho DESK slow from 14:55 - 15:15
ZOHO desk is slow everyday from 14:55 to 15:15, this is everything from creating a new ticket, performing a blueprint transaction, or sending emails. I have asked our internal IT team to checkout anything that could cause slowness on our machines orZoho SMTP: Too many recipients / Server busy. Please try again later from [185.172.199.249]
Hello when replying on a ticket we are receiving this error message from the mailer-daemon: THIS IS A WARNING MESSAGE ONLY. YOU DO NOT NEED TO RESEND YOUR MESSAGE. The original message was received at Mon, 21 Nov 2022 09:55:52 +0100 from support@**.zohodesk.euDelete WHATSAPP chanel on Zoho Desk
Hi, How can I delete a WhatsApp channel and create an new one isstead? Alternatively, how can I change the number MAPPED TO the channel ThanksInvoicing from Desk - Default Configuration
Hi, we have different invoicing situations per client, which is quite common in small and medium business. So we would like to have a. Billing / Non-billing default per client Explanation: Non-Billing must be set for Full-Service-Contracts, where is billingAdd a modify button in KB article viewed from Tickets.
When viewing KB from the left pannel in tickets , there is no way for modifying the KB article exept navigate in KB and search for the article, and then modify it. It would be nice to have a update button / link in this Article View It would encourage Agents to update KB article on the fly , and so having an up to date KB ! Thanks,Light Agents can't edit their own comments
It appears light agents can't edit their own comments. This seems crippling. What happens if they accidentally comment something they shouldn't or a major typo? Please allow light agents to edit their own comments.Prevent notifications to a certain contact
Is there a way to prevent notices for one contact? It seems two systems are getting a feedback loop and creating a bunch of tickets back and forth.Auto Close Tickets
Hi, We are getting lot of unwanted common notifications and emails with specific subject or sender. How we can auto close such tickets.Resolution TIME and SLA no longer exclude the waiting time
We have noticed that total resolution time, and also the sla, no longer exclude the waiting time, is it possible to verify?Agent resolution time vs System resolution time
What's the difference between agent resolution time and system resolution time as found on the Resolution Time static report and Resolution Time dashboard?Responder Bouncback Loop
Is there a feature in Zoho Desk to prevent a responder bounce loop if a request comes in from another helpdesk service? Had one recently and only option was to turn off notification to contact for a new ticket in settings.Microsoft Teams integration
We've recently begun using Zoho Desk for ticket tracking. Is there any plan to integrate to Microsoft Teams? We use Office for other features and it would be a big help if we could access our Zoho tickets in the same dashboard as some of the tools we use. (Microsoft Flow integration would also be great, but that's a lower priority to me) Thanks!Collaborate with context, with Zoho Desk for Microsoft Teams.
If your organization uses Microsoft Teams to collaborate, we have great news! You can now access your customer support tickets from Zoho Desk, and act upon them, all from within Teams. Get Zoho Desk for Teams here! Work together without waiting around Customer service often requires people to come together to solve a ticket. By adding Zoho Desk ticket views as tabs in Microsoft Teams, you can easily cut down on the time it takes to get all these people on the same page. You can add different ticketNo invite being sent to 1 user, and not showing in zoho desk
Hi, I have sent out many many new user invites from Zoho desk, but this one user (email address) is not a) being received (not even in junk) and b) does not show as invited on zoho desk I read there may be a way to send a manual URL can you help please?Add Language to system
Hi, We are looking into the ZoHo Desk Product and got a question if Icelandic was supported, and I guess that is not the case. Is it possible for us to work with translation files/resources so it can be implemented in the ZoHo Desk Product ?Hyphens in tags result in unhelpful error when posting
Steps to reproduce: Post a topic and include a tag with a hyphen in it. Attempt to post it. See unhelpful error message, "Unable to process your request," with no information on what went wrong or how to fix it. If you can't fix this problem, at leastZoho Desk - Make all ticket replies come from one email
Current when an agent replies to a ticket it shows there name. For our setup I would like it to only show our support account and not the agent that replied, how do I set this up?Failed To Post Comment
Hi, my team and me are having this issue, Desk don´t allow us to reply Fb tickets, with no reasons aparently, whe are answering new tickets (open), Could someone please guide me to fix it? Kindly asking Alvaro!Print Ticket Content
Is it possible to print the content of a ticket. My client is requesting this.How can I redirect in form without choose department?
Hello, in portal when client click on "send ticket" open a page where need to select departmend. After choose department, show the form and open ticket. Is there a way to go directly on form and in the form choose department?Desk API - List all tickets
Hi, I am using https://desk.zoho.com/api/v1/tickets?include=contacts to pull back a list of tickets, but it never seems to pull back all tickets just around 20 at a time, and using the limit function only works if you know exactly how many tickets youEmail Templates for Appoval process
Is there a way to update the approval notification email? The email that comes through doesn't include enough metadata, and it would be nice if it supported smart fields like in the email template setup.Modify subject thread during a reply
I receive a reply email from another ticketing system which contains an ID. I would like my reply to this message to contain this new and external ID in the subject. I tried to do this with a custom function that a user kindly shared here: https://help.zoho.com/portal/en/community/topic/change-subject-after-reply-two-ticket-systemsUNPROCESSABLE_ENTITY - sortOrder- is present in the input
API Documentation - get tickets How can I sort by CreatedTime with descending order? when I use params="sortBy=createdTime&sortOrder=desc&from1&limit=100" I get Request not successful,Response code 422 Response : b'{"errorCode":"UNPROCESSABLE_ENTITY","message":"ExtraInstant messaging is now supported in the latest version of the Zoho Desk iOS mobile app
Hello, In the latest version (v 2.6.12) of the Zoho Desk iOS mobile app, we have brought in support for Instant messaging integration. What is Instant messaging? Zoho Desk's IM is the perfect messaging platform to take business to the next level by makingget all Tickets for a given Account sorted by custom field
Dear support, is there a way to fetch Tickets filtered by an accountId and sorted by custom field cf.DateCreated ? Going to import Tickets from 3rd party application to the zoho Desk. Seems zoho Desk will set Tickets creation time to current time ofFind contact using related CRM Id through the API
Hi. Is there a way to find a Desk contact that has a matching CRM contact/lead id? For example, if I look at some specific Desk contact record it has the following field: "zohoCRMContact": { "id":"3913929000003810022", "type": "leads" } If I know the CRM id and type, how can I use the Desk API to find this contact? Thanks! Egor.Reply within Ticket
I'm sure this has been asked before but I cannot find any threads on this. So when we are working on a ticket and need more information from the user for example, we reply to the ticket asking for that, and they then reply back to us, why does it createDelete al current tags
Can I delete all current tags so i can start with a new list.Request search not working in zoho one interface, but is working at zoho.com/desk
Request search not working in zoho one interface, but is working at zoho.com/desk Searching for the same ticket: when searching from zoho one: no results. when searching from zoho.com/desk correct results. See videoZoho Desk Description
The system should copy the first 100 words of an email of the ticket and copy it on Description. Then description should be provided on ticket notifications: 1. Ticket Received Notification 2. Reminder to response notifications 3. closing notifications.Assignment Rule for Ticket Reopened by Customer Reply
Hello, I'm thinking we are missing something terribly obvious and wanted to see if anyone else has done something similar. We are good with tickets reopening when a customer respondes, but we don't want them to stay with the agent who had responded andZoho Desk : Sub Category should allow validation from Main Category
Hello Experts, I am trying to use Category & Sub Category fields available in Ticket form. I need Validation in Sub Category (derived from Main Category) For E.G. When we select Hardware in Main Category Then Sub Category should show 3 problems When weFeedback widget Knowledge base and Community section
Hi, I just want a confirmation that the Knowledge base and Community section is only available on the embedded popup web form and can't be used in the iFrame or web embedded form. If they can could someone help us initiate that into the iFrame widgeIntroducing enhanced JWT authentication mechanism
Hi all, Greetings! We are excited to introduce the enhanced version of the JWT authentication mechanism for ASAP add-ons. ASAP The ASAP (App Support Across Platforms) add-on in Zoho Desk is a stand-alone app that provides in-app self-service to the end-users.Popup Feedback Widget messing with site
Hi, we're trying to implement the Feedback Widget as a popup type, but when the tab on our webpage is clicked the form does pop up but our webpage receives the following styling style="overflow: auto; height: auto;" Which causes our page to shift andLight agent can comment on a Ticket but not on Task?
Hi Zohodesk, I can see that in the Permissions for a Light Agent show "View Only" for Tasks/Activities on Tickets. I know, all the clues are there, as they say, but is there a reason that you can't add comments to Tasks in the same way as you can theNext Page
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Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-childAutomation #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 emailCelebrating Thanksgiving: Honoring Customer Support Heroes with Zoho Desk
Thanksgiving is a time for gratitude, reflection, and appreciation. As we celebrate this thanksgiving, it’s important to recognize the unsung heroes of customer service—the Agents who tirelessly serve as the bridge between the organization and the customers.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, performance
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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 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 asHow to add Zoho Desk ASAP to an Angular application
We are currently trying to add the Zoho ASAP widget to our Angular application. We have some questions regarding this process. What is the proper way to add the Zoho ASAP widget to an Angular application? Should we just put the embeddable script insideAnyone 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!
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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
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