Exporting tickets from Help Center
Hello Community, I wonder if there is an option to export in .csv the list of the tickets that the end user has created from the Help Desk center. I mean, the end user has to be able to make this action. I know that it is possible to export your ticketsHow can a 'Notify contact on receiving new ticket' be included as FRT?
Hi, We have a first response SLA for our users and currently my agents have to manually send first response every-time adding to manual efforts. Can we automate FRT with the 'Notify contact on receiving new ticket' notification so that time can be saved.Discussion Forum Categories and Forums
I'm prepping for a forum roll out and found that there isn't a lot of granularity of permissions on the forum level. It would be nice to see the settings from the category level of the forum available at the forum level, so you can assign who can postUnable to send emails using Zoho Desk
Whenever trying to send emails, reciving an error message as to try again.Automate Send Ticket Attachments
Good day Zoho Team! Is there a way to send ticket attachments automatically every time agent attach a file to a Ticket? Looking forward for your response. Thank you. Best regards, LizzRe-assign a ticket to the last responding agent automatically
Hi Zoho Team, How can I re-assign a ticket to the last responding agent automatically? Thank you, Regards, AlvinHow to go offline in app
When a HelpDesk agent is signed in and online, tickets are routed to them. In the web interface, I click on my portrait in the top-right and can set my status as Offline in the channel I get notifications from. How do I do this in the mobile app?[TYIA] Zoho Desk using Deluge
Hope all is well. I would like to learn systematically to develop Zoho Desk using Deluge, is there any training/websites that would be helpful? Any trivial information would be helpful and appreciated. Thank you in advance.Auto Clear Due Date when the field is updated
Hi, May I ask if possible to auto-clear the due when the fields are updated? - for example if we change the Classifications and Priority fields to "None" the due date will automatically set to clear/reset or "- -- -". Thank you!Per User Moderation settings for Forum
Is it possible to set a single user as moderate all posts? I thought I saw this somewhere however I can't seem to find documentation on it.Zoho desk - Notification for Approval Not Received
Hi , It seems we don't receive mail for approval anymore. Is there a way to configure it now ? I went to "Notify" Menu but cannot see it. It's annoying because checking the pending approval is a very small notification at bottom right.Trying to create a dashboard to show tickets opened today and who they are assigned to
Title sort of says it all, I'm looking to create a dashboard to display for my support team and just cannot figure it out... it would show ideally on a graph All the tickets created today(or this week) How many tickets each agent has been assigned StatusNeed more than three sub-sub-sections!
There should be the option for more than three sub-sub-sections in Zoho Desk Knowledge Base. Is this something that can be implemented before the year is out? We are moving our knowledge base to Zoho, and this has created innumerable headaches. That andFeature request. Help center - add articles to sub-section when it has sub-sections
I have a suggestion. Currently we can create the following articles structure: Section - Sub-section 1 - Sub-section 1.1 -- article 1 -- article 2 - Sub-section 1.2 -- article 3 -- article 4 But if section has sub-sections, we can'tZoho Desk Auto Contact Owner
Hi Zoho Team, When a new requestor singed up in help center, the contact owner is auto assigned to the primary contact of my zoho desk, correct me if im wrong. So my question is, how do I change the auto assigned contact owner of every new contacts?Embedding Zoho Creator Content in Zoho Desk
I created a form in zoho Creator. Why can't I embed it as a piece of content in the customer portal in zoho Desk? It appears as if all iframe tags are removed in the Portal Customization area.Multiple portal user activation ?
Hello, is there a way to send a self portal invite to multiple users. It would be great to be able to search for users by specifying search criterias such as "account" and then being able to "select all" and "send invite" Right now, the only way i seeZoho Desk Lagging/Running Slow
We are having an issue with Desk running slow while using it. It lags pretty significantly and makes it tough to use. Is this typical? We did have ~20k tickets moved in - could this be the cause?Export Customer/Contact list
We have tightened our standards on creating new contacts, but want to export the entire contact list. Is there a way to do this?Zoho desk and mail template for remote support request
When I send a remote support request from ticket in Zoho Desk, the default email template is always used. In Zoho Assist, I created my own mail template and set it as the default, but it is still not used by Desk. So: how can I set up the email templateSuporte de TI - Zoho Desk com integração Whatsapp
Estou tentando há mais de 2 meses resolver o problema de integrar o Whatsapp ao Zoho Desk. Percebi que já existe a possibilidade de integração com um plugin do Zoho, mas a versão beta ainda não saiu. Gostaria que alguém me informasse algum app ou métodoSearch Contacts API not working properly; Returning 204 status.
Search Contacts API returning 204 response when trying to fetch the contacts based on phone number. It is working abnormally. Sometimes when i try to hit the api it return the contact but soetime it returns the empty repsonse with 204 status. Bellow isNew DESK UI not refreshing
the new UI is not refreshing automatically when a tread is updated, this need to be resolved'Approvals' is now supported in the latest version of the Zoho Desk iOS mobile app.
Hello, In the latest version of the Zoho Desk iOS mobile app (v 2.6.5), we have brought in support for 'Approvals'. You can now create, review and approve/reject the approval requests for tickets from within the app. Also, you can now easily navigateCreate a Scheduled Task
Is there a way in Zoho Desk to allow a ticket to be closed and re-open at a set time. Use Case: We have a client being onboarded and they an event that needs to be circled back to in 30 days. Can I create a notification for my team that allows the ticketDisappearance of all articles in the knowledge base
Hi there! It seems like all of our articles have disappeared from the knowledge base: However, the names still appear in the "sort articles" section:Mail Server Issue
When attempting to send out emails within the ticket portal, I am being met with an error code (see attachments). I also noticed under the notification center, there is also an error showing.Pinned Comment in tickets
Hello, it would be nice to have a function to pin comments inside a ticket, so they stay at the top all the time. best regardsBlock a client
How to i block a client when he/her subcription finishes?Abysmally slow today!!
All of my Zoho apps are loading very slowly if even at all today! I am assuming you are aware of issues?Zoho Desk and Bugtracker
So I have just recently implemented the integration between Desk and Bug-Tracker. I am testing the two products together for a support team. What I was wondering was if there was any way for the resolution of a bug automatically update the ticket in theChange module description on the knowledge base
Hello Community, I'd like to be able to change the little description on my KB here : Can you help me ?values are empty on the field of report
Hi, I have created ticket from the help center, but the fields are empty in the report PFA.Show Tickets based on Team but assigned to individual agents
Hi, we have the following scenario: Ticket is created and via direct assignment assigned to a team one of the team members assigns this ticket either to himself, to an agent of the same or another team the assignment of the team disappears an only the direct assignment to an agent is shown we would like to check how many tickets are assigned to agents of certain teams Example: Ticket 1 assigned to Agent A of Team Z Ticket 2 assigned to Agent B of Team Z Ticket 3 assigned to Agent C of Team Y We wouldHow to send reply in Tickets as Contact?
Hi, I've successfully created a Tickets by POST https://desk.zoho.com/api/v1/tickets and included contactId and set the channel to EMAIL in the payload. Then I get a ticketsId from successful response. When I tried to send reply to the created Tickets as contact (customer@email.com) by POST https://desk.zoho.com/api/v1/tickets/{ticketsId}/sendReply and included all these fields : { "channel" : "EMAIL", "to" : "support@my.zohodesk.com", "fromEmailAddress" : "customer@email.com", "contentType"Update new mapped fields - CRM to DESK sync
Hi, I've recently added some new fields to the "customer/account" layout in DESK, which I have also mapped in the CRM sync (so the information will be filled in from the data in CRM). Though, I would like to update all the existing accounts with the informationOption to specify reviewer per KB article
Hi, I have realised that reviewers are being emails for any article being reviewed as a group and it's not possible to send articles to individual reviewers as you can imagine not all KB articles are to be reviewed by the same group of reviewers/reviewer.Reports - Agent that closed ticket
Is there a way to run a report to show what agent closed a ticket?Knowledge Base blueprints for drafting, proofreading, checking and approving articles
We have some workflows in place to release technical documentation which require a process management structure where we : first announce the requirement for a specific article topic (the announcement/request phase) then analyze the content requirementsAbility to report on Agent Resolution Time
Is there a way to report on agent resolution time? We have a hold status of awaiting on customer reply that we would not like to include in the business hours resolution time ideally. Any one have a solution for this that I am unaware of?Next 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
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
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
Top Contributors
Shivani | Zoho Desk
Ajith | Zoho Desk
Support | Baseerat Academy
Isaiah
Mohd Hayzee