Light 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 theThe "Pending Activities" icon and sidebar started acting weirdly
Today I did notice that my "Pending Activities" icon was showing up with a red dot on it. I've opened it and found out that I was appointed 3 tasks by my colleague in the last 2 weeks. He also had some tasks assigned to himself. He wasn't aware of anyWhere do I log agent in Zoho desk
Just started using Zoho desk, and currently only have myself as an agent. I am showing agent offline, but having spent a considerable time looking and can not find a means to put myself online!? Come across this article, but with 15 thumbs down its probablyHow to use Help center users (frontend users) as SSO provider
Hello, I want to implement something like the SAML option in Zoho Desk, but backwards - I want to use the Help center (frontend) users in Zoho to log them in to another system - thus my Zoho portal would be the identity provider and the other system wouldQuick access to the ticket description
Hello, I would like to get an overview of all tickets. However, I am not interested in the e-mail conversations or other stuff. I only want to see for example the ID, description and contact of the ticket. Therefore, I thought I would create a report.Publishing an extension across multiple DCs in one go
Are you going through the long-yet-important process of publishing an extension in multiple data centers (DCs) one by one? Then this post is for you. Previously, you had to log in to individual DCs to publish an extension and its associated functions,Something is Broken with Knowledge Base Access
Seems like we battle this every time we add a new employee (we have ZOHO One). We've got the user up and running as an Agent so they can write and edit new Knowledge Base articles. But, they can't USE the knowledge base outside of Desk. If they navigateHelp Center / Landing Page
Hello, Just starting out with Zoho Desk and here is what I would like accomplish, please let me know if this is possible. I would have one URL for all of the customers to access for support. The page would have a simple statement of What can we helpCustomise the Zoho Community following email
If I am following a forum in the Zoho Desk Community, I will receive an email every time a post is made there. For example: I was wondering if there is a way to customise this email. In particular, I wanted to include a link directly to the topic forLayout change on split
We had an agent split a ticket yesterday but the new ticket needed to use a different layout. The layout field was locked down however. How do we unlock it so we can change the layout when a ticket is split?How to add the Desk Title in the browser tab
Hi there, Is there a way to add in the name of Desk to the browser tab as well as the Flavicon like other Zoho Apps? I have looked in the Rebradning section but can only see how to change the Flavicon.Wrong breadcrumb language when searching on the Knowledge base
Hello, I realized that, when searching an article from the English version KB, I still se the breadcrumbs in Italian (which is the original language). Please see this on the screenshot below:(Blog Post) Have You Heard About These 9 Free Zoho Desk Extensions?
Dear Zoho Desk community members, I guess many of you heard about the free Parent-Child ticketing extension. Did you know that there are many other free Zoho Desk extensions built by Zoho's development team? Check out my blog post to learn more aboutZoho Desk Ticket Fields
Can I not pull in more data from CRM into my Desk tickets automatically once I identify my Account Name outside of the contact and phone number? I have a lot of data in my accounts in CRM that are useful for our tech staff need for their tickets andDesk Subject
Is there a way to standardize/hard code the Desk Subject line based on the layout for our internal users? We have set ticket subjects we want our users to use for better tracking and searching.Change order of ticket layouts
In the ticket layouts, I literally just want to change the order of these layouts so that "General" is after "Requests". I want them to appear in the help center the other way around, how do I do that??Deleting a Ticket View
How does a user delete a ticket view that he created? Thanks!Tickets not closing after a set time lapse despite existing a rule to do so
Hi, I'm experiencing issues with some of our tickets. Every ticket is applied with blueprints and a supervisor rule so that, after a certain amount of time since the ticket changed status to "solved" (Solved is a custom status mapped to Closed but withSome Ticket Fields only filled out via API. How to Hide them if they are empty/null?
We have some fields on thickets that are only ever filled out via API if certain conditions are satisfied. They are empty/null 95% of the time and only get filled in about 5% of the time. Since they are empty most of the time, we want to hide these fieldsRun your help desk on your schedule
In business, time is of the essence. This is especially true in a function like customer service, where KPIs such as response time and agent availability are the measures of success. Perhaps the most crucial consideration one needs to make about time is your hours of operation. These set expectations for your customer and for employees. To make communicating this information easier, we've revamped the way business hours and holiday lists work in Zoho Desk. In order to accommodate teams that workCustomer Portal Zoho Desk | Sort ticket list
Hello, If you view the ticket list inside the desk portal (https://xyc.zohodesk.eu/portal/de/myarea?departmentId=xyz) all tickets are displayed depending on the filters: department "my tickets" / "team tickets" status group/type channel My questions:Zoho Desk Customer Portal Not Secure
Hi, So I have set up our Customer Portal for our helpdesk and mapped the Domain etc. but the site itself is still saying not secure. We set this up on the 19th so its had plenty of time to generate an SSL so we are unsure why this is happening. The CustomerJWT for Authenticating Users in the ASAP debug
Hello. We are trying to set up a login using a JWT endpoint. As described in this article: https://help.zoho.com/portal/en/kb/desk/for-developers/asap/general/articles/jwt-for-authenticating-users-in-the-asap-add-ons#What_is_JWT After the JWT endpointRequest New Feature: Automatic Ticket Merging from Same User
All tickets from the same user come in to Zoho desk randomly and its messy - we want them to come in one conversation for each user so we can bunch it together.Intercom integration
I've read about the intercom integration, and it was good news at first. Problem is -> the Knowledge Base. We use intercom together with it's KB. Whilst working with Zoho, we started to generate knowledge articles on the Desk KB, so articles on IntercomUpdate ticket field and then update contact ticket
I have one custom field "Enquiry Product" on Ticket module and Same "Enquiry Product" field on Contact module. I want to, after the Ticket module "Enquiry Product" Value set, then the contact module of "Enquiry Product" file has same value automatically. I don't want to manual to make it. Thank you.Zoho Desk CC Emails Not Caching
Hi all, I have a funny little issue. I help manage Zoho Desk for a digital marketing agency where we provide support to customers that we've built websites for. Pretty simple. For whatever reason, I cannot delete cached emails that appear in the CC fieldDoubt about SLA and state SLA
Hello! I have 2 doubts: 1) Is it possible to get blueprint state SLA in Analytics Zoho? If so, in what way? 2) In the first response SLA option, is it possible for him to stop counting the time according to the ticket transition? If yes, how should itAuto assign new tickets to the agent who was the last to respond to the contact
How can we make it so that when a recurring contact opens a new ticket, it is automatically assigned to the agent who was the last to respond to the contact?Zoho desk not receving forwarded email
Hello, I'm posting here because I'm facing a very annoying issue. All the mail that a forwarded to my zoho desk address are not appearing as tickets. - I can create manually a ticket - I Can send manually a mail to my zoho desk address and the ticketSubmit and Open a New Ticket Entry Layout
Hi, In the simplest terms I need a button/function/workflow called "Save and Create Another" which would save the already filled submission form and open a new ticket submission form with some of the field prefilled so the agent would only need to changeFocus Group Webinar - Instant Messaging channel integrations for Zoho Desk
Hey everyone! This month, Zoho Desk released its all-new integrations with instant messaging channels. Instant Messaging channels are integral means of communication with customers that help deliver personalised customer experiences with real-time responses.Projects Plugin cannot Create Task - Permission Denied
I'm trying to use the Projects plugin to create a task from a ticket. Upon doing so I receive the error. "Permission denied. Please contact your administrator." The plugin is authorised and setup sucessfully following the guide. guide. https://help.zoho.com/portal/en/kb/projects/integration/zoho-apps/articles/desk-integration#To_integrate_Zoho_Projects_with_DeskEarly access for instant messaging channel integrations
We're excited to announce four instant messaging ticketing channels—WhatsApp, Telegram, LINE and WeChat—for Zoho Desk. Integrating with these applications lets you receive and respond to real-time requests from customers through these popular platforms.Billing Type change with specific customer and sub-category
Hi, We have 2 billing types "Billable" and "Non-Billable". We would like to change the Billing Type automatically when a Time Entry is created for a specific customer with a specific sub-category. Already tried Validation Rules but i cannot select "AccountLink a ticket to a (SLA) contract
Hello ! I'm currently trying Zoho Desk to see if it could fits my company's needs and I'm looking to reproduce a scenario from my current ticket software. Here is what I would like to do : In my company, we are mostly selling maintenance contracts. These contracts have 3 major information : what product(s) are covered by the contract, how much time will we working on problems and when does the contract will expire. Here is an example : The company X buy a contract of 8 hours of maintenance for theirAbility to Track Time Via Status?
Let me paint a picture first. We are defining the metrics from which our department is graded, essentially. This department is for changes to websites, and one of those metrics is how long we work on each ticket, as well as the response time to tickets in general. Currently, AFAIK, the only way to track the time spent actually working on a ticket is to use the tab at the bottom "Time Entry" which requires manual entry of the time spent. So, we'd need to track our own time manually, so that's noCan I view the KB in the same way as a customer logged in as my Agent?
Sorry if this seems a mad question. I have some Articles that I want to be seen by my Agents and the status of these is set to Agents only. We also have some that are set to Public. When I sign in with my private email address (as a customer) I canDuplicate tickets when second department is CCd
Hello, We have two departments with their own email addresses. However customers often CC the other address, which is effectively creating a new ticket in the other department: 1. If a new email - will create one new ticket in each department 2. If aZia (Chatbot) not working in Chat in the ASAP React Native SDK
Hi. I created a basic POC app using the ASAP React Native SDK (react-native-zohodesk-portal-sdk), the official sample app (Zoho-Desk-ASAP-React-Native-sample), and following the Working with the ASAP SDK for React Native guide. Chat is not enabled inNext Page
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Announcements
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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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