Drop down list in web forms
Hello, Is it possible to add custom drop-down lists in web forms (like a list of locations or products)? Or can we only put in text only fields? Thank you. KeithZoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the nextError using Copy and paste of a picture and Text into a ticket/comment from an email?
I have a customer who has emailed a request directly to one of my Support Agents and we're trying to figure out if there is a way to copy & paste text & an image(s) all at the same time into a comment on an existing or new ticket. Currently when he triesUser reports
Hello, Is it possible to create reports or dashboards in the end-user portal where the user can see the time spend on tickets for example? This way the customers can always see a real-time number of hours spend on tickets instead of waiting on a reportIncoherent values in views
Hello, I noticed that in my views in Zoho there are incoherent values appearing in several of them, can you tell if this is some kind of temporary error?Control Panel section in Help Center
Hi community, I was wondering what's the goal of the section ''Control Panel'' in the user profile: In wich way can we use this section? Thank you!!!Suscription status when adding a ticket
Hi Community, We have a field that give us the information about the suscription status of the account (e.g. active, unpaid). If the end user belongs to an unpaid account, they wont be able to register a ticket. Being said this, when we add a ticketQuisiera saber como configurar WhatsApp
Buena tarde, Ya tengo acceso a la beta cerrada de whatsApp pero al intentar configurarlo y aceptar los terminos. No realiza nada. Me pueden ayudar.Change subject after reply (two ticket systems)
Good day, we have the problem that we have partly on the other side also a ticket system (so no single person) and this of course also needs a ticket number in the subject. So we have the following workflow: 1. we open a ticket 2. email goes to the otherCustom Functions fail, user_not_in_org
Hello Zoho, We are using Zoho Desk for our helpdesk. Recently, we terminated a number of licences, including the original user who set up our zoho account. This has led to an issue with all our custom functions that use the OrgId parameter in Zoho Desk.Ticket Layout confusion with Portal View
Hi ZohoDesk, I don't find the Ticket Layout configuration very intuitive and was wondering if I am doing something wrong or there is a better way of doing this. Once I have a Ticket Layout set up, I can choose to have those fields available in the PortalTicket not savable when field is hidden
Hi, if a ticket is solved we must enter a resolution. I know that the resolution field is treated different than the other text fields, therefore it is difficult to check/validate if a resolution is added. Our current workflow is the following. We haveSwitch from SupportCenter Plus to Zoho Desk
Hi, Is there a migration path form SupportCenter Plus to Zoho Desk? Best Regards, jerry_3105Where do I edit the "Welcome to [portal name]" message
I am looking for a way to edit the "Welcome to" part of the message that is seen on the landing page (ex: https://help.zoho.com/portal/en/home). When I use the French interface, it doesn't make sense... I want to change it from "Bienvenue chez" to" Bienvenue au". Thanks!Using Zoho Desk as a Customer of Zoho for getting Support from Zoho
This is being activated for several people in our company, but is not working as per our expectation. We wanted all cases relating to our company to be visible to all stakeholders in the company. Currently, they can only view their own tickets. PleaseZoho Helpcenter - SAML Auth - Map Display Name and Username
Hello, i connected the Helpcenter Authentification with SAML and it works so far. But we want to map The Username and Display Name fields with SAML Attributes so that the Username/Displayname should be retrieve from our IDP when the User is created. But we can't find any documentation about that. Actually the Display Name and Username are automaticaly generated from the Email Address. Thanks in advance.Controlling the order of events in a blueprint
I have a blueprint that send an email (from a template in zoho desk) to the user. The template uses the value from a custom field that is set during save via a workflow rule, also in the blueprint (both are in the "After" section of the transition)Command to open ticket counts?
Hi! I'm new to this but I'm wondering of there's a way to get just the count of tickets by certain status (in my case, I just want the count of open tickets... The command I'm currently using is: curl -X GET https://desk.zoho.com/api/v1/ticketsCountByFieldValues?field=statusHow to handle big attachments in Zoho Desk
Hi, in our daily business it can be, that we have to deal with files bigger than 20 MB. Is there a easy way to implement Zoho Workdrive or OneDrive in Zoho Desk and give the end customer without big effort the possibility to upload their files. E.g. ifSend email via Deluge
Hello everyone! I'm struggling with deluge in Zoho Desk. I'm trying to send an email using sendmail function, but I'm getting this response: Line 77 refers to "From:" sendmail [ from: "suporten2@ideris.zohodesk.com" to: emailseller subject: 'Seu ticketIs it possible to link a CRM field or Zoho User to a ticket auto assign function.
Dear Support, I have a unique situation at our company. So I know it might be able to link a ticket to the client account owner from the CRM. However, is it also possible to link an email field, username or other field in the CRM to a new ticket createdPaging through API results. a major gap in your documentation.
There is no way for me. to get all of my data through a single API call. Typically REST APis have mechanisms for paging through API results. But the documentation for the API I am using: https://desk.zoho.com/DeskAPIDocument#Introduction Has no mentionNo Reporting for SLA Violation tickets based on SLA Violation date & time
We've struggled significantly with this over the last week so I wanted to share in the hopes of saving others the same aggravations. Maybe Zoho might even see to fixing this or someone might come up with a brilliant solution! We use various SLAs to specify required response and resolution times for Tickets. The total number of tickets that have violated SLAs in a specified time period can be viewed in the Zoho Desk provided (thus unedittable) SLA Dashboard in the Report module of Zoho Desk. Of note,Controlling layout via other fields and labels
What are some ways to control which layout appears for a customer based on a choice from another field? It would be nice to be able to dynamically display the correct layout based on their choice in the classification or category field. Or, I wouldn'tHow to set the Font, size and color default while replying to the tickets?
I prefer to set Font- Verdana, Size-10, Color- Black in all of my replies. However every time when I reply to a ticket, all the three aspects are changed to something else and I have to manually set the Font, color and size before sending replies. WhyMoving community subject to another subforum
Hello everyone. I'm searching for a way to move a subject from a sub forum to another and can't find a way. I think I've looked everywhere.. I must be blind. Thanks a lot FredSet a readed ticket to unread
Hi, Is there a way to set as unread a ticket already readed ? Thanks.RingCentral SMS Integration for Zoho Desk
RingCentral SMS Integration for Zoho Desk Extension Link: https://marketplace.zoho.com/app/desk/ringcentralsms-integration-for-zoho-desk Enable SMS communication between support agents and end-users using the RingCentralSMS IntegrationFont size
My font has changed and has become too small. How do I return it to it's original size?Default Font size in ticket
Greetings, How can I set a default size and font for every ticket?Is there a way to set the font size
Is there a way to set the default font size to a larger size for outgoing email?Different icons for Availability status
Hello. This is more of small little fun idea. Currently there is only a green circle for an availability status. I was wondering if it would be possible to be able to change this icon for some other emoji, just to spice this up a bit? I can see that GoogleDifferent profile of a user per department
Hi Zoho Desk Team! Is it possible to have a user, for example. He is assigned to two departments, is it possible to set his profile in department 1 as AGENT, while in department 2 he is a SUPPORT ADMINISTRATOR?Desk different languages
Hi, We have set up Desk for our customers in our native language but 1 customer asked us to enable English translations in our tickets and self-service forms. How can we do that the best way? I could not find any easy translation in Desk, my idea wasunable send any email , unable load tickets
Hi, We can’t send any mail with Zoho and also many times users click on a ticket and the ticket it’s not opening. when a ticket opens have this error : Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds ThanksUnable to process your request When replying to ticket
Good day When we trying to reply back to support tickets we getting the error "Unable to process your request" How do we fix the issue. RegardsWhat does "Tickets for Review" do?
What is the purpose of the va nilla view " Tickets for Review?"Sorry, Unable to process your request. Try again later - Attaching images
Hi, is there a limit to the amount of images that can be added per day/ hour to tickets? A ticket comes in, i reply like a normal email.. then i comment in private with a screenshot that xyz was completed. The first few times its fine, after i try uploadingZoho Desk - Email Security / Encryption
Our department of technology is concerned that Zoho Desk email messages (sent from Zoho to our Google Gmail corporate install) are not encrypted in transit. I've searched (and searched) the Zoho community, website and knowledge base and while I see an article or two on encryption at rest, and Zoho eMail encryption - I'm unable to find anything - definitively stating that email messages sent from Zoho Desk to recipients (received in their 3rd party email accounts - i.e., Google Gmail) are encryptedZoho Desk - Work Mode Drag & Drop
Does the work mode allow drag and drop functionality similar to the CRM?Next 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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