Unable to configure Shopify extenstion
Hi Team, I want to see the shopify context for the tickets. but shopify extension is not getting configuredTicket Approval Reporting
Dear Sir, We are using approval section for ticket as shown in attached picture Ticket is approved by Team manager. Our question is how can we take the report in Zoho Analytics that will shows us If ticket is approved or not ? Is this informationOutlook Add-In
I move from Zendesk to Zoho Desk, and I love Zoho Desk. The only thing I miss from Zendesk was the Outlook add-in. It was very simple. You opened the add-in, were able to change a few fields like title, priority, etc, and hit create ticket, and boom.Emails From Gmail Not Delivering
Not sure if you've been through the same - emails from any domain other than gmail.com forward properly to Zoho Desk and appear as tickets. Any idea why? ThanksHelp
Is it possible to change "Account name" to "Account ID". Labeling this a "name" does not make sense as you can only at this time use numericals. Anyways hope its possible, thanks!Search by Ticket number in WhatsApp
Hi, I am currently using the WhatsApp business API beta on the Zoho desk. Is there any possibility to add an option to search chat by its ticket number in the WhatsApp module? Now we have the option to search chats based on the text, contact, and agents.Contact Exports Improvement
Suggestions for improving the contact export so that it can be used to review/audit data: - A column indicating if "Show tickets from other contacts" is enabled - Because the system defaults this to on, we need to regularly audit this to make sure folksWhat is Live Chat meant to do?
What is this Live Chat button meant to do ? Because mine does absolutely nothing...! I thought it was meant to be to get support from Zoho Desk - it's getting frustrating having to create so many forum posts every day just to ask 15 million questionsZoho Desk automate sending tickets externally
Hi, The business I work for plan on moving to Zoho Desk for it's ticketing shortly. However one of the departments has risen a concern that they send most of their tickets externally to be resolved (to retailers). They currently use Service ManagementGetting Ticket Details by Status and Date
Hello, I'm trying to pull in all Active tickets that were created after a specific date. The URL I'm using is the following: https://desk.zoho.com/api/json/requests/getrecords?authtoken=MyToken&portal=MyPortal&department=MyDepartment&created%20time=05-Feb-2017&Status=Open&selectfields=allAssigning Tickets in Zoho desk
Hi Team, I am trying to assign a ticket to another person from another department. Although, the ticket has been assigned to his/her queue they are not able to see the ticket in their list. When I searched by providing the ticket# in their departmentCode Highlighting
Hello, We are looking at add Code Highlighting on some pages of our KB that have code in the articles. Is this a functionality that exists already? Would someone be able to guide me to some documentation on this? Thanks!If an Agent is offline can I raise a notification to the team on a customer response?
Hi ZohoDesk, If an Agent is offline, on holiday for example, is there a way of notifying a person or team when a customer responds to one of the tickets where an Agent is unavailable please? Thank you! RichDesk /Deluge checking Macro's
How Can we check macro's used on a ticket with deluge in zoho deskHow to pass Report Criteria/advanced filter in URL for Zoho Desk reports?
We have a report that we want to add an advanced filter to that gets dynamically set via a URL, so that our agents don't have to go and manually fill it out each time they run a report. I know this is possible in Zoho Analytics. I can't figure out howIdea Reports for Community
I'd like to have a report that lists all of the submitted ideas and their statuses. Also, it would be nice to be able to convert a Question into a FAQ in the knowledge base.Guided Conversations - Early Access update [February 2022]
Hello users! Have you tried out our newly introduced Guided Conversations platform available on early access yet? If not, no worries—we got you covered! You can still request access using this form, and we'll onboard you to our early access program. SinceOnly emails count as responses on a ticket
Is it possible to have either comments on the case/ticket or calling the customer count as a response?Error when sorting ticket
Hello guys I'm having a big problem today, every time I try to triage a ticket I get this error. When I try to reload the page and try the action again, the same thing happens. I need some quick help on this. Yours sincerely, Fabio.ZohoDeskPortalServices integration error
Hi Team, I am facing this error while integrating ZohoDeskPortalServices pod with latest Xcode 13.3.1 and using swift 5. Please have a look. Thanks, BalramNot able to figure out from where I can get, redirect URL
I am trying to setup, zoho federated signin with Azure AD, I am following below documentation https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/enabling-federated-login-for-help-center Link this documentationReports and Dashboards are now together called "Analytics"!
We have now grouped Reports and Dashboards modules under a new heading called Analytics. This is similar to the Customers module, which houses both Contacts and Accounts. So the next time when you are looking to access a report or a dashboard, you neediOS ZohoDeskPortalServices integration issue with latest Xcode 13.3 and swift 5
Hi Team, We are integrating ZohoDeskPortalServices in our iOS app but facing run time exception. Below is the log: We are using Xcode 13.3 and swift 5 for our iOS project. This integration is using pod. Please have a look at the issue. Thanks.On screen pop-up for agents?
Is there any way to have Desk provide an on screen popup if an account matches a set requirement?How can I create available time slots for every employee?
I want when assigning a ticket to an employee on a specific date-time. the system defines the available slots for the employee.And when I assign a ticket to an employee at a specific date time, the system prevents me from assigning another ticket at theZoho Desk not working using Site Domain Name
I am trying to access my Zoho Desk. It is directing me to my website However I am getting a 400 error. I suspect it is becasue I have moved hosts and changed my Cloudflare. I need to have the redirection removed on my Zoho Desk so that i can againCan't follow forums in Zoho Community
I don't know where to add this but I am unable to follow any community forums. Take this Desk one for example. It shows 169 followers, I click follow and it says success and goes up to 170 followers but it does not save and as soon as I refresh or navigateUse the searchBy parameter to find user by email address
I'm trying to find a user is Zoho Desk via the Api. In the documentation I see that there is the possibility to add a searchBy parameter in the request. But I can't find how the search values should be formatted. I've tried multiple things and get eitherAssociate a new Account to an existing contact in bulk
Hi, I would like to associate a new Account to an existing contacts in bulk I see this is currently not possible - see article https://help.zoho.com/portal/en/kb/crm/faqs/sales-force-automation/account-management/articles/how-to-associate-contact-with-account-if-contact-is-created-before-the-accountUpdate contact numbers from ticket
Would it be possible to update the Contact phone information from the fields in a ticket, ONLY if the contact numbers are empty? The scenario is that on the ticket, I have the phone number set as mandatory. It happens that agents are filling in the phoneDaylight Savings Time change
We have the following Business Hours set for our company. When Daylight savings time ends on the East Coast in the USA, what must we change? Will the system automatically pick up the time change? For the East Coast of the USA on Sunday Nov 4th, our clocks fall back by 1 hour. So 2:00 AM becomes 1:00 AM.Pagenumber in search results in the help center
In the help center I only see a forwards and backwards arrow on the bottom of the search results. Is there the possibility to add the page number, which I am currently viewing. See my mockup below. Thanks and BRZoho Community Leaderboard
Doesn't your community platform offer a membership page listing all members or a leaderboard etc else what is the point in the badges and point scoring system?Agents photo included in email response from Desk and autosignatures
Hi Within Desk we have our agents and they include the photo of the agent. When replying to a customer via a ticket, can the response include the photo of the agent who has provided the response. Also, can agents have their own signature on the bottomAdd multiple users
How do I add multiple users to the Help Center at once?Embed Videos in KB Articles from Gallery
Hi, I'm currently writing articles for our new KB with Zoho. There is a gallery feature which also lets you upload and show videos. I uploaded some tutorial videos and wanted to embed them in the corresponding articles. It turns out that you can not embedDispatch Scheduling
When will zoho desk build in dispatch scheduling, as an MSP we have to schedule on-site visits, currently we have to use Outlook or another system to schedule..... Thank youZoho Desk Limitations
Hello, 1. We have 100 landingpages and wanna map each form from website with an specific zoho desk team. But i see in desk plan a limitation: Supervise - Time-based Rules -> max. 30. See also my attached screenshot. Question: Is it possible to map eachadd Products to modules sitemap
is there a way to add Products module to the main zoho #desk sitemap, similar to standard modules - tickets/kb etc., so that to get to the products one would not need to go to the Setup-> GENERAL-> Products, but rather directly from the menu? ThankService hours provided vs available in Zoho Desk
Hi, The use case is the next: A company sells service hours, for example sells to 10 hours of "X" service of service, I mean the customer has 10 hours available to request "X" service, the client generates requests, the agents attend them and record theNext 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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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
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