My ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@mydomain.zohosupport.com from a test client account no ticket is created. I checked spam and all other views. Let me know what further information you need from me. I can only get a ticket createdHow can I add SLA contracts for many customers at once?
Is there an import option or something to feed my account records with SLA data? Let's assume you have 5000 customers. 1000 of them have SLA contracts with different start and end dates. How to import the data from CRM. Should I input every record oneTimeEntry AM/PM
Dear Support, Is there any way to disable the executed time's AM/PM option. We want to us it 24 hours type. Thanks in advance.Activities associated with a ticket are now accessible in the latest version of the Zoho Desk Android mobile app
Hello, In the latest version of the Zoho Desk Android mobile app (v2.5.01), we have brought in the below enhancements. Events associated with a ticket are now accessible from the app. Filter the Events or Task based on Upcoming/ Spam/All filters SortChange Date and Time Order in Zoho Desk / Analytics
Hello, I'm trynig to change order of date and time that is displayed in reports that I extract from analytics area on ZohoDesk. Now is setted on Month, Day, Year... but in Chile we use Day, Year, Month, so is hard to understand anyone that is not socialisatedA new feature in the Setup page is not being highlighted
I've just found out that you've added a new section called "Privacy Settings" under the "Data Administration" section and there is a feature called "Data Subject Requests (DSR)" under it. It wasn't highlighted under the "Setup" page but I was able toMoving Reports Between Departments
It would be nice to move reports between departments. I just created a bunch of reports department agnostic (account/contact) and then realized I did it in a department that is more isolated than the other departments.ZOHO Desk permission based access for specific knowledge bases for agents
Hello Zoho, I'm trying to setup 3 levels of support reps, Level 1, level 2 and level 3. I want level 1 to have access to some knowledge bases, level 2 to have access to more and level 3 to access them all. Is this possible in zoho desk? Thanks, SamHelpdesk Not Working
For 24 hours, the Zoho help desk isn't working. Any action I try to take to respond to a help ticket, I get the message, "Unable to process your request." Is anyone else having this issue? Any solutions? Thanks,.SSO using keycloak not working
HI I used this link: https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/setting-up-saml-single-signon-for-help-center#Keycloak_IDP In my application, I and using keycloak as the identity provider, and I want toSend a notification when moving a ticket between departments
How do I create a rule to send a notification to the ticket author when the ticket is moved from one department to another?Configure SAML Single Logout for Zoho Desk - Help center
Hello , we configure the SAML authentification sucessfully for Zoho Desk helfcenter and everything is working fine . But as soon the user try to logout , there is an error from our identity provider (Bad request - No Saml request send). we have severalsZoho Desk - Change Time Zone for all users and set default for new user
Hi, Is there a way to set a default time zone so that when user creates an account via the Zoho Desk invitation, they don't need to select the time zone via the hundreds of choice? And, for already created users, can we edit the incorrect time zone selected by the user at the account creation ? Thanks ! FredAssociating Multiple Tickets To A Forum Post
Hi, everyone! Thank you all, heartily, for posting feature and enhancement requests across all modules on the community forums. We are grateful for your synergy, support, and suggestions right from the get-go. After much deliberation, we have decidedClosing Zoho Desk ASAP widget is not very intuitive
I have added the Zoho Desk ASAP widget to my SaaS app. Based on my user testing (using PageSense), I can see that the users are often struggling to figure out how to close the widget once it has been opened. There are two related problems here. 1 MostAdd Community Forum/Topic Search to Suggested Article Search on Agent Ticket Screen
When responding to tickets, I would really like to also see related community forum topics. Seeing knowledge articles is great, but if there is a question that we have already answered in the community forum, I'd like for the topic to show up as a suggestion.Unable to use exchange online plan 1 for "From Address"
Hi, I just registered for an Exchange Online (Plan 1) to host my emails for my work domain. Sending email to and fro works fine on the outlook.office.com interface. I'm having some issues trying to configure the smtp server on zoho desk. From Address:Adding Custom fields to Account
I do not use Zoho CRM but Salesforce. I'd like to categorize my tickets as Standard account tickets or Executive account tickets, that level depends on each account Account (I do have this info from the Salesforce synch). But I do not see anywhere in Zoho Desk Account section the possibility of adding such information as a field I can then filter. Is there a way to create a custom filed for the Account where I can assign that status level? If so could I get this info directly from SF? I've seenAllow Shading of Private Notes to Distinguish them from Public Threads
I really love how Zoho Desk handles email threading, but it can get really hard to distinguish threads from one another after a ticket has been live for a while. For example, you can forward a thread over to another internal member to ask a question andNotify Followed List when Community Forum Topic Status Changes
When a user adds a feature request to a forum and follows the topic, the user should be notified by email when the status of the topic changes. For example, a feature may get released on a sprint and I go through and mark the sprint items as released/solved.Total 37 Tickets on Zoho Desk but getting only 16 while fetching from API
On the Zoho Desk App (https://desk.zoho.in/support), in total there are 37 Tickets for a particular user. But when we try to fetch those tickets via API, we receive only a few results in response. Please find the details of the API used to fetch ticketsZoho Desk KB display permissions update
hi all, i’m editing kb articles and I’ve noticed that the display permission is now missing ‘agents only’ Is there a setting that controls this? I’ve got a lot of adops-only facing documentation in the KB that can be easily misunderstood or misconstruedLink Desk Tickets To Desk Community Idea and bug Posts
BACKGROUND: We are a SaaS Company that sells an online solution to businesses, that business has multiple employees, all of the employees of the business has an account with our online solution and are created as Desk users in zoho desk in order to openticket creation from emails forwarded by agents
Wouldn't it be great if we could forward an email message to the Zoho dropbox and have Zoho Support recognize the original sender and CC's and create a request on behalf of the customer? In our office, sometimes customers send requests to the agent'sMetric Related doubts in Get ticket metrics API
Get ticket metrics API provides metrics such as firstResponseTime and totalResponseTime What is the difference between them? API Referred: https://desk.zoho.com/DeskAPIDocument#Tickets#Tickets_GetticketmetricsCreating a ticket from different accounts simultaneously
Hi team, We provide b2b technical support and we have a specific client which is a Business group so their IT Analyst are going to send us tickets from 4 different accounts. The problem is that some of these tickets are issues that occur in the 4 accountsHow to Create Products in Knowledge Base
How do i create product categories with pictures like in the below image?Zoho Support Widgets configurations
Is there any way to pre-populate fields in feedback widget? Is there any support for custom fields in feedback widget? In advance form can we add two inputs in same line? Advance form is not working, getting error on submitting :- Uncaught ReferenceError:Users vs Light Agents
Hi, I've only recently purchased a few Professional Agent licences for my team, however, I'm struggling to see how best to create users/agents for certain use-cases Use Case 1 - Full Agent (access all Accounts), no problems other than cost Use Case 2-Zoho desk constantly showing error message in Safari
Specs: macOS Big Sur, Safari 14.0.3 Issue: During normal usage of Zoho Desk the error message "Something went wrong while connecting to Zoho Desk. Please allow cookies and refresh the page. If the problem persists, contact us at `support email at zohodesk`."Parent-child Ticketing Extension
Hi guys, Do you have any idea on how we can track the parent-child tickets relationship in a dashboard or in a list? I figured out that this extension creates a new column ''Associated Type'' but i am wondering if is it possible to create a ''Parent ID''Static Report API
I want to access report from: Analytics -> Reports -> Response Time... Is there any api for this...Deprecating the departmentIds query parameter
If you use the "List Products" API to fetch a list of products from your help desk portal, this announcement is for you. This is to inform you that we've decided to permanently deprecate the departmentIds param from both requests and responses presentedChange in the nomenclature of the tickets
Hi, I have a big problem with a bug. Several times, after sorting and closing some tickets, the titles of these same tickets change to just one of the words used in the nomenclature of the ticket. I would like a quick solution to this, as it is causingHow to set up a second help center?
Hello, We're building a new product thaT will require a separate help centre. How do I go about setting it up? and does that impact the pricing? CheersEmail addresses with a hypen can't add password after HelpCenter Invitation
Hi ZohoDesk, I think there is an an issue where a customer has an email address that contains a hyphen. For example richardtest-helpcenter@thisisanexampleemail.com can log a call fine but when they get an Invite and accept the invite and are asked toURGENT Problem with Archived views and duplicate tickets
Hi, as you can see from the screen below (and the video in attachments) i've a trouble with archived ticket I'm at page 301-350 and there's the TICKET ID #8981 But if i open the next page 351-400 i've the same TICKET ID #8981 This thing happens forImport contacts with multiple accounts
Hi, We have contacts with multiple account. I understand after importing, we can associate the contact to multiple accounts but i am asking if we can import contacts with multiple accounts already assigned? ThanksView for tickets that need a response
I noticed that there is currently a view for "customer responded tickets". I can't seem to figure out how to create a custom view like this. Is there a way to filter for tickets where the customer had the last response? Ideally, I'd like to create a view for my team that displays tickets awaiting a response from the assignee.Zoho Desk - Knowledge Base Analytics
I see the 'Popular Articles' component that shows who's created articles, and which seems poorly titled. I see 'Article Insights' which provides up to 30 days of helpful likes and dislikes. Are there any other ways to show data regarding knowledge baseNext Page
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Improve Collaboration and Communication with Mass Comments
Hello everyone, Customer service is a dynamic space where agents are often required to collaborate with other teams to resolve customer issues with quick and accurate solutions. For example, imagine multiple customers raise tickets stating that they areCelebrating 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.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 emailUse 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 users
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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
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