Closing Ticket Notification Disappears
Hi, I'm trying to improve our Customer Happiness option. However, as soon I have edited the field for the message template. I just noticed that when closing the ticket, the customer/client couldn't receive any notification when closing the ticket. I'veUsing responses in a Guided Conversation to get a customerID using a webhook
Is it possible to create a webhook in guided conversations that will use the data that the customer enters to get the contactID? As I understand it, the contactID is required to use a webhook but I'm not sure how useful this would be if you don't knowZoom Phone SMS / Zoho Desk Integration
Are there any plans to integrate Zoom Phone SMS with Zoho Desk? We'd love to be able to offer SMS support and if a ticket was created when an SMS was sent to a Zoom Call Queue, we'd be slightly closer to heaven.Force agents to select category
Hi, When our agents create a ticket, they have to assign a category where it is mandatory, however, a lot of our customers email in support tickets, at this point, Desk doesn't force our agents to select the category. Is there any way in which we canWhy can't I merge two contacts
I'm trying to merge two contacts, and the message said: 'Cannot merge child contacts who were added as Help Centre users'. What does this mean? How do I change the contacts so I can merge them.Run schedule on the last day of the month
Hello, you can repeat a schedule every month on a specific day... However, some actions must always be run on the last day of the month. What can Isay about this, essential feature... too bad that it does not yet exist :(Blueprint - Allow multiple transitions between two statuses
If I have Status A and I want Transition in between Status A and Status B, why can't I have more than one transition between those to Statuses? What I want is to have different conditions in each of the transitions. If specific criteria is met for 1stLight agents and extensions?
Is there a way to grant light agents access to an extension? We created one that provides summary information on an account and contact, which a light agent has access to but it seems like they don't have any access to Extensions.Close Projects ticket when the linked desk ticket gets closed
Hello everyone, Here is what I would like to accomplish: I have enabled Projects Integration within Zoho Desk. When I connect the Desk ticket to a Projects ticket and close the Zoho ticket, only a comment is passed to Projects. In the Projects ticket,BIlling time per 15 minutes
Hi all, We use Zoho Desk for logging tickets from customers. We normally bill our customers per 15 minute slots. So if a customer logs a ticket and we solve in in, let's say, 9 minutes, we bill 15 minutes. If we solve a ticket in 23 minutes, we bill 30Change our Zoho Email
Hi Zoho Desk Support. I would like to raise a question regarding our current Zoho Desk email. Current: support@xxxx.zohodesk.com What we want to use: support@yyyyyy.zohodesk.com Can we update it without deleting all our current tickets (open, closed,moves ticket to community module?
Hello, is it possible to move ticket&reply under the Question topic on Community module? After replying to tickets, I want to publish them visible to everyone. thank you.Whatsapp integration with ZOHO Desk
Hi, Can we integrate whatsapp for business and zoho desk? Our clients are constantly telling us to raise tickets through whatsapp so we want a system where we can have such integration where we can chat with our clients and raise tickets in zoho desk simultaneously ThanksJSON Formatter Broken
I am astounded by how badly the JSON Entry Dialog is broken - is nobody using or testing this? I am trying to build a Webhook block in a Guided Conversation. First, it's nuts how little integration there is from Desk to itself - why do I need to buildHelp desk, knowledgebase not updating
I have these departments set to show in my knowledgebase, but nothing is changing when I edit Only these 2 are shown. They all have articles in, there is no reason they should not be shown. Why is this so complicated?version history of a help center article
Is there any configuration management or version history stored for help center articles? e.g. see an edit history, revert to a previous version, etc.User group import
Hi, We would like to import users into user groups. Now, we have to manually search for users to add them to a user group. Are you maybe working on a way to import users in user groups? Or is it possible to link the users from the community to CRM? That we can edit multiple contacts in CRM to give them a label in the community? In our situation, it would be great if the SAML Single sign-on can be used to place users in the right user group. Kind regards, HelenNotify should only email the agent when another agent triggers the notification
When using Notify in Zoho Desk under Agent Notifications there should be an option to notify the agent ONLY when another agent triggers the notification rule. Example: If the notification for the agent on a new comment is on, it will notify ME when I am the one writing the comment! This is causing a LOT of emails to trigger. A notification is only supposed to trigger to direct the agent to go to Zoho desk as there is something waiting for themShow the peek icon at all times!
Why is the peek icon hidden in the list view unless you happen to hover over exactly the right place?, I started a chat session to ask why it wasn't available in the list view - it turns out it is there, but it is hidden unless you happen to hover the mouse in exactly the right place! I am very computer savy (i've worked in IT over 25 years now) and if I didn't know it was there - then who else is unaware that this icon exists! Why is it not just permanent on the screen next to the word open ?Department e-mail signatures
Hello everyone, We're just in the process of evaluating various help desk software alternatives and Zoho is looking pretty good to us at the moment. Our set up is a bit strange and I was wondering if this is possible. We have one tech who looks afterBoost your Zoho Desk's performance by archiving tickets!
The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually leadSeparate Buttons for Public and Private Ticket Comments
Instead of hovering over the Comment button to toggle between Private & Public, it would be nice to have separate, always visible buttons of different colors for each type of comment. Something like:Is there a "Change Log" in Zoho Desk?
Hi Zoho Desk support. I would like to inqire if there is a change log in Zoho Desk. Thank you.We are experiencing an error when we try to update our ticket.
Please see below error message we receive while updating our ticket.Internal vs external thread
Hello, I am curious if anyone has found a solution to this. In our organization we have both internal and external communication. Meaning we converse with the customers through Zoho desk as well as sales reps on our team who work with the customers. WeHow to add a Job ID to a tickets subject line in ZohoDesk?
Been trying to add a custom field's content to the begining or end of a a tickets subject line with no luck. I've been trying to do it with a merge tag but it only pasts the merge tag not the data in the macro. I don't have any programming experienceTag Management
Hi there, We currently use another ticketing system and use Tags for tickets. In our current ticketing system, we can manage tags which includes; Merging tags Deleting tags Adding tags It's also important for us to limit agents from adding tags (whichZoho Desk not receiving email from outside domains
Hello, We have a few different support inboxes. We've recently noticed that one of them does not seem to be receiving emails sent from addresses outside of our domain. This issue does not appear to be happening with any of the other inboxes. I just testedLoop with other ticket system
Hi! Could someone tell me what should I do when our Desk system sends mails back and forth with other ticket system (e.g. Freshdesk)? What is the best option here? After half of hour we received over 40 tickets... Is there any way to avoid those kindCan Agents use Layouts for a Department that they do not belong to?
When creating a layout, one of the ticket layout properties is "Allow profile users in other departments to submit Tickets using this layout". If this is selected for a Layout associated with Department A, will an agent from Department B be able to chooseerrorType":"invalid"
Hi all, Trying to setup a creator form to create a ticket in desk but getting an error on this section: orgId = 750xxxxxx; department = 606xxxxxx; account = zoho.desk.searchRecords(orgId,"contacts",{"email":input.Email},0,1,"zoho_desk").get("data").get(0).get("accountId");Filter Tickets (views) based on related data
Hello, how can I create a view that retrieves the tickets based on related data? For example, I have a ticket that is linked to a contact person, who in turn is linked to a company. In the company record, some relevant information is stored, such as certainZoho Desk - Macro action is not being applied on all selected tickets
Hello, I have a macro button that executing function to update the selected tickets mp = Map(); mp.put("cf",{"cf_whats_app_message_triggers":"6 month retention"}); update = zoho.desk.update(org_id, "tickets", ticket_id, mp); this is the function, it'sBetter visibility into Zoho CRM Potentials within Zoho Desk
When we have a CRM contact put in a ticket, from within Zoho Desk, I can click on the contact and I can see the display name of the potential(s)/deal(s) linked to that contact in Zoho CRM. But I can't see additional details on the Deal, unless I click the new tab/window button to open up the deal in a new tab. I wish there was a way to specify maybe 10 fields from Zoho CRM Deals module that would display in Zoho Desk without having to jump into a new window to the whole deal. Like a quick card viewNeeded Notification regarding deleted Ticket in Zoho Support
In Zoho Support , When the Ticket is deleted we needed to get notification regarding the deleted ticket or in any other way the admin wants to know about the ticket deleted.It is a security level issue which we are experiencing in our setup. Thanks andHow do we view a customers IP address?
In zoho desk, how do we view the visitors IP address. This should be a standard feature as fraudulent disputes can be countered with a users IP address matching the IP of a purchase, All tickets should have an IP address attached to them. Where can IHow to make rule to filter out some emails from receiving the notification "Receiving a new ticket"?
Good Morning, We are currently using the "Receiving a new ticket" notification rule to provide that auto reply template to a customer that emails us for support. However, there are some emails we don't want to receive this auto-reply. Where can I setUsing custom function with Desk API v1 and OAuth Connection -> Invalid oauth token
Hi, since there's no comment module (as far as I can see) in Zoho Deluge Desk Integration I tried to 1. Creating OAuth Connection for the needed scope of Zoho.Desk.Tickets.ALL 2. Writing this code in custom function (TicketID comes with argument): commentRestrict Automatic Creation of Contacts to Certain Departments (and CRM Integration)
Hi, We've set up integration between Zoho Desk and Zoho CRM, so that we have 2-way sync between Contacts created in both applications. That is, any Contact created in CRM is automatically pushed/created in Desk, and vice-versa. In Desk, we have 2 Departments,Auto Closure of tickets using time based action with regards to organization business hours
Hello, I am currently configuring our zoho desk to be able to close tickets when a ticket was already on hold for 7 days. Our Business hours is set to monday - fridays 9am to 6pm So far, what i was able to do was i created a time based action on rulesNext 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
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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