Light agent cannot see all tickets from department
Hello, I created a light agent for a department but he cannot see all the tickets inside that department, am I missing something? Please see the images below, showing what I as admin view when I select the department (90 tickets) and what he sees whenTicket merge sends out an email
When we merge 2 tickets in Desk, there's an email send out automatically to the customer. I don't know if it's a "status update" email or a "ticket is closed" email but i suspect the first one. We have this issue with manual merge but also with automaticallyIs there a way to populate the Subject Line of a ticket with fields?
I want to keep the Ticket ID where it is but, I would like to have the Subject line automatically populate info like: "#1234 Classification - Category - Sub Category - Any Custom Field (or) account/Potential Name" Right now the subject line comes inHow do i integrate ZOHO Desk with my c# .net application?
Hi Is there any sample code provided for creating tickets in ZOHO Desk within my c# .net application? any help would be greatly appreciated. Thank you, AlexAbility to send a note/ tag agents in a comment from different department when sending a ticket
Hi there, Our agents move tickets between departments regularly and we're wondering if there is a way of sending a 'note' or message to the other department when moving the ticket. Is it possible to tag an agent from another department in a comment alsoI don't have the option to enable the "Auto-invite Permission" in my Help Center settings.
I want my customers with their first tickets to be auto-invited via email to register for access to the Help Center. This Zoho article describes how to do so: But for me the option is missing (see attached). What do I do?Handover mailadress and name via original_sender and?
We are using Zoho for our mails over the website. In order for the tickets to arrive correctly, we use the tag #original_sender{example@sender.com}, but now we still get the same name and first name in the ticketing. Here I would also like to transferZoho desk domain mapping not working
Hi, I have followed this knowledge base support from your zoho site: https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain-domain-host-mapping . First created a sub-domain(support.website.com), then went to zone editor to point "support.website.com" to cname desk.cs.zohohost.com . But it won't work out. What did I lack? Please I need it very much. Please see images below of the result: Please see below images of what I did: 1.) 2.) 3.) Hope to hear from you soon.Not Getting ticket custom fields
Hi, Can any one answer me.. I am trying to fetching all ticket records from "Tickets" modules. But I am getting only standard fields of tickets. I am sharing my code, Please check and reply me.Zoho Desk ticket backlog calculation
hey, we're trying to understand how the average ticket backlog calculation is created in the analytics part of zoho desk. can anyone shed any light - we've tried based on overduie/out of SLA/untouched, etc without a good answer to see how to activelyTelegram Integration
We have been using an integration with Twillio so all of our client text messages come into Desk and have been very happy. We were looking at using the new whatsapp integration but, with the new privacy issues we will no longer be using whatsapp andTemplate needs to be selected twice when sending an email via a Blueprint transition.
Hi, An issue has been found within the Blueprint transition phase when replying to an email. Templates needs to be selected twice when replying to an email via a Blueprint transition. The first time a template is selected nothing is shown while the secondWhy is the customer email address changed using "+client.domain.name-via-support@my.company.domain"
Hi, I noticed a strange behaviour with Zoho Desk that I don't quite understand. I have customers that open tickets with their email addresses - that's fine. For instance "mike@foo.com". My company has its support email address as simple as "support@barbaz.com".Introducing Custom Actions Gallery for Zoho Desk
Hello Everyone, We are delighted to introduce a new feature: Custom Actions Gallery for Zoho Desk. In addition to the actions that you can automate with a workflow rule, we provide some more actions to automate. For example, when you receive multipleNew ticket layout without "non-removable standard fields"
Hello. I want to create a layout for tickets without the fields that are set by default as non-removable. How can I achieve this? If the system can't work without those fields, can't those be set in the backend with a standard value and let me delete them from frontend? It's frustrating to be forced to work with fields that are not necessary.Zoho Desk. Custom field max multiline length Issue.
Hello. I have an issue with a Zoho Desk Custom field. I created a custom multiline field. I tried to insert some text more than 5000 characters, and i got this error. Insufficient Privileges to perform this operation. Contact your Administrator. I triedUser Audit Trail
I don't see this functionality, so here it is: It would be nice to run a report of all users and by type (Admin, Agent, Light) and their last login so we can tell if licensed users are still logging in. This way we can send targeted emails to usersOne of the customer is getting Insufficient privileges while trying to create a ticket through portal
Dear Team, One of the customer is getting Insufficient privileges while trying to create a ticket through portal. Others are able to create it. It is user specific. Please suggest how to resolve. User privilige errorIs it possible to change the task layout to ticket layout
So we have multiple Ticket layouts, is it possible to assign a certain Task/Activity layout to a certain Ticket Layout?Bulk Update Desk Picklist via API call
We are using Zoho Desk for our ticketing and system and bill our time against external jobs that other departments in our company are working on. In the Zoho ticket the technicians currently enter the job or department information manually. While thisBuilding Extensions #13: Creating widgets with the JS SDK bundle in Zoho Desk - Resources API
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. The Zoho Desk platform supports custom fields. The custom fields can be introduced using an extension. The ZohoIs there a way to create a Desk report/view to list closed tickets which did get a response after their closure?
Date posted : 19 August 2022 We can also use Zoho Analytics if it's not possible directly from Desk's reporting module.Getting creator photo for Desk Community Topic
I'm loading topics using `https://desk.zoho.com/api/v1/communityTopics` API call and trying to use photo URL from `topic.creator.photoUrl` field its value is: https://domain.example.com/api/v1/agents/501xxxxxx001/photo?orgId=71xxxxxx9 But I can't accessUser Cannot View Ticket from Help Center
Firstly, I want hide the 'department' from the Help Center. I have try this by unchecking the "Display in Help Center" of all departments. The ticket created by the user then will go to the default department. Now the user can still view the ticket fromMove ticket fields in ticket view as agent
Hi, I hope I can get some help here. I created a custom layout for a ticket entry. But all the new fields showing up on the left side of the ticket. I would like to have them in the middle of the ticket.Duplicate tickets
how to restrict duplicate tickets at the time of creation in zoho desk? help me out in this issueAccess token not working
So I'm implementing the zoho desk api in a self client using python and the requests module. This far, i've been able to create my access tokens, but they don't seem to work. The way I made it working is : i set in different variables my client_id andRecipient Field on replies doesn't update with Contact change
Some emails that come into our system come from an online form and the sender address is a noreply@whateverthedomainis.org So in order to reply to the original sender, we need to update/change the contact for the tickets. However, after we change theCustom View for Closed Tickets that were Last Replied by Customer
We are trying to create a simple view that identifies all closed tickets where the last response on the ticket (email reply or public comment) is by the customer. I can't find a Filter Criteria that tracks if customer was last to reply to a ticket (asCan I make just a Sub Category in the Knowledgebase available to a given group?
Hi All, I have a KB set up, one of the main sections has lots of sections for each of our products. We want all of these sections to be available to our partners that log in. Anyone that is a customer of a given product we want to be able to add themAutomation for task comments
It would be great to have available a webhook for task comments, not just ticket comments. I'd be happy with having workflows trigger on new/updated task comments, too. Any chance we'll be getting any of those soon?Attachments Not Available While Replying
A very common use case for our support is to get pictures from a customer detailing their issue. They send these pictures to us as attachments in their email. When we go to reply, we often need to reference back to those images. Unfortunately, in the"Ticket Insights" extension started to require an authorization since the last update but the authorization window is not being created
The "Authorization Pending" message is also peculiar. It's saying "Authorize your account for {0} service to activate this extension.". There is definitely something wrong with the latest update of this extension.Set Value to Hidden Field In Ticket Template in Help Center?
Hello! I want to track whether or not a ticket template was used in the creation of a ticket via the Help Center. I added a Checkbox field called "Template Used" to my ticket layout and set the visibility to "Hide from Help Center". In my ticket template,Mimicking the built in email template design/layout
Hello, I am creating new email templates, but I would like to mimic the look of the built in ones that use a gray background and then a white inner box that the text is on (screenshot below). It looks like it is using two tables, one inside another, butZoho Desk Portal - Hide Tickets
Hi, In the process of setting up and the planned commissioning of the customer portal, we are faced with the following problems and challenges. How can a ticket be protected from access by the customer via the portal? In general, the client should seeBuilding Extensions #14: Creating widgets with the JS SDK bundle in Zoho Desk - Hooks API
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. Hello developers! In our previous post, we explained the use of the resources API and provided an example ofCopying one field to another?
Hey all, I'm just on a trial with Zoho Desk and want to copy the data from a custom field I created called "Scheduled Date" into a standard Zoho field called 'Due Date'. Does anybody know if this is possible?Access to Specific Zoho Desk layout for external parties
Hi, We have a partner who handles for us sales requests from specific markets. He is not a Zoho Desk user. But we want him to b part of a specific Zoho Desk layout to handle inquiries. How to achieve it in the easiest way possible?Zoho Desk Slow and Unresponsive
We have been using Zoho Desk as our ticketing system since 2018, mostly on Windows OSs using browsers like Chrome, Opera and Edge. In the past couple of months we have been experiencing performance issues where the UI freezes every time we need to accessNext Page
Access your files securely from anywhere
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Bigin?
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
Most Discussed Topics
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!
Zoho Developer Community
Zoho DataPrep Resources
Zoho Subscriptions Resources
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
ご検討中の方
Zoho Sprints Resources
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho Books Resources
Zoho Projects Resources
Qntrl Resources
Zoho CRM Plus Resources
Zoho Campaigns Resources
Migrate to Show’s New Community
A place to share, discuss and stay updated about everything relating to Zoho Show presentations.
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Design. Discuss. Deliver.
Zoho Show Resources
Zoho Creator Resources
Nederlandse Hulpbronnen
Zoho Inventory Resources
Zoho CRM Resources
Sticky Posts
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