Migrating from other helpdesk software
Does Zoho offer any ability to migrate all tickets/customers etc from other providers (in my case, it is Teamwork Desk)? I don't if Zoho Flow can be utilised at all for this? Or even if I could export data, is there a way to import into Zoho Desk or not?
Move Tickets to a New Blueprint
When a customer logs a ticket through our software portal, we process their request as an email and reroute that to Zoho Desk, automatically prepending the Subject based on their input. For example, if they select 'Class ABC' in our form, we will prepend
Desk Help
We are an edtech company and we want the students who have enrolled for the course should have access to Zoho support desk, we want only registered students to access/sign in to the portal, how do we do that?
Zoho Desk
Hi, We are an Ed-tech company and we want only the students which have purchased our courses shall get access to email support desk which is given by Zoho by default. We want only authenticated users to use Zoho support Desk so what is the procedure
Change ticket ownership not working
Hi, We need a "Approver" profile which is an agent profile but with some options enabled. One of those options is the Change Ownership, but it is not working. Tried switching the profile to support administrator and the change ownership works but when
see the knowledge base stats by end user?
My Knowledge base is only accessible for registered end-users. Whether it's in Zoho Desk directly or in Google Analytics, I'd like to see what each end user is looking at. Looks like we can't add custom dimension to the Google Analytics integration.
Adding values to Multi-Select Picklist
I'm trying to take values from a multi-select picklist in CRM, and populate a multi-select picklist in Desk, through a custom function. I'm able to get the values of the CRM field and am putting them into a list (maybe this is a bad way of doing it)
Ability to view who voted/liked an idea
In order to better prioritise a feature request/idea, it would be very useful to be able to know who voted for an idea, especially in a B2B context. The count of voters/likers is good, but doesn't allow us to understand the span or reach of an idea. As
articles search in KB does not work
It is not possible to search through the knowledge base articles using the search function. Search words do not show any results. Example below - search "first" no result.
Archive or deactivate an account
It would be useful to be able to archive or deactivate an Account without it being deleted. Archiving should prevent users from opening tickets for that Account. Furthermore, on the back end, that account should not appear in ordinary searches as it does
Advanced Ticket Filters for Desk Issues
The extension has lost its advanced filter fields during the day. I was using it all day long and then suddenly the filter fields have disappeared. Right now it only shows the Phone, Product, Subject, Email, Contact, Account, Tags filters. Refreshing
How to automatically assign task to user on monthly basic ?
Hi, In Zoho Desk, how to setup to auto create a new task and assign to user on specific date of each month. For example: I would like to create a task and assign to user A on the day 10th of every month Is the above achievable ? Thank you
Skill Based Assignments
We started to use Skılls Based Assignment. After implementation started , We observed a small problem. If Customer re opens the ticket after a ticket is closed, Ticket goes to another technician as a result of Skill based assignment. ( This is the nature
Is it possible to give reply on thread using api
Hello, I'm new to Zoho Desk. I'm working with Zoho desk API and want to know that can we give a reply on threads using API I have tried to find the API but not able to get it. can please any one help me in this. Thank you.
Ticket Status Not changing automatically
Hello Folks, Can someone let me know why a ticket is not changing from waiting on customer to open automatically when a client reply to an email thread?. This was working before but now the status doesn't change automatically from "Waiting on Customer"
Zoho Desk Help
1) How to Connect Zoho Desk Support Page with Website? 2) Can a customer get only access to Zoho support Desk only when he clicks on "sign in" button on website? Because I don't want the customer to go directly into the Zoho desk support and raise ticket
Need ticket age for reporting
Has anyone come up with a way of showing ticket age in a report? I am looking for days since ticket opened and days since ticket modified or updated. I have seen where I can use age in criteria but there is no way to report on a tickets actual age.
Introducing support for Portuguese in your Help Center
Zoho Desk offers a multilingual Help Center, and our goal is to support a multitude of languages so you can provide a well-rounded customer support experience to your customers, regardless of the language they speak. Keeping this in mind, we've introduced
How to Automate Ticket Creation
I want to be able to have an Onboarding Process be Automated. So basically when they choose a specific request type from a dopdown field, in this case onboarding, I would like there to be either 3 seperate tickets created, one for each agent or department
Ticket system on wordpress website
I want my website user get option or form to submit feedback OR queries which will create tickets. my agents will manage ticket and provide support from zoho desk
All your activities, now under a single tab.
Customer service is not just about sending out appropriate responses to customers. There's a lot more that happens between the threads of a conversation, and this involves coordination between agents and other team members. To help track these behind-the-scenes activities easier, we're introducing the Activity Module in Zoho Desk. The Activity Module lists all your calls, tasks, and events in one place. This makes it easier to plan your day based on the activities you have lined up. This is especially
Desk Help
I wanted to know that what are the limits of customers in Zoho Desk?
Canned Responses
Hi, How can I add Canned Responses in Zoho Support? Thanks Mario BTW we are a startup and love your products...
How to make ticket TAGS more prominent?
I just had to search really hard to find where to add tags to tickets and then when a ticket is tagged, I can't even see the tag anywhere on the page. We need to be able to see tags against tickets from the main inbox / list - is there a way to do this?
Amount of time of "on hold" tickets
Situation: My company wants to reward a team for not leaving tickets open for too long. Every time an On hold ticket gets answered by a customer, it goes back to open; one of the agents answers back and changes its status to On hold again. So we are trying
Twilio SMS support in Zoho Desk
Hi Zoho Support, The phone numbers I purchased from Twilio support both SMS and MMS. Does Zoho plan on supporting Twilio SMS and MMS functionality inside Zoho Desk, instead of using Share a Screen or Clickatell?
DESK / Como lograr un blueprint para AGENTES DE SOPORTE sin capacitación previa
Hola, buena tarde a todos: Preguntando: En la empresa tenemos sin fin de respuestas a otorgar cuando se ofrece soporte al cliente, pero a veces es complicado capacitar a alguien en un solo día, por ello el atrevimiento de preguntarles, será posible construir
The new "Related Tickets by Custom Fields" extension does only function on the old UI
I've just installed this extension and found out that it doesn't function when the new UI is active. You have to switch to the old UI for it to function. This is a useful extension and we would like to be able to use it on the new UI. Also, the help page
desk support ticket status report. make x axis to be 'over time'
This is how the report looks right now. I have selected Chart Type to be 'stacked bar', but it still displays the different statuses on different bars. I would like the x-axis to be 'statuses over time' with each bar representing a week or month.
How to disable the notifications request notification
Hi, When I log in desk, I always get this notification window, asking me to enable notifications. I don't want notifications, so the current option is to click May be Later.... Until I get back to Desk, and I get the same notifications. I couldn't find
Zoho Desk
Hi There, Is there any solution if i want to send out 1 email content to multiple recipient at one time using Zoho Desk?
contacts not shown on agents
Hi, We are still setting up our ticketing system. We recently found out that the contacts that I (as an admin) imported was not available to the agents. Agents can't create ticket manually because tickets need contact name and the contacts don't appear
Customer Account in Zoho Desk
Hi. Is there a way to merge two accounts in Zoho Desk? I have an account that has a duplicate and both accounts have tickets associated to them. I can find them by using the "Duplicates" in the accounts screen but when I am there, I only have the choices
Duplicated tickets when responding to another ticket
Hi, I've recently created two new departments, each one dedicated to a customer (according to our support scheme) and with its own mail. Tickets are send by mail to a mailbox address in G Suite and then redirected to Zoho Desk's addresses, and they're normally created, but the issue comes when the agent sends a response to the ticket and the customer replies again. When this interaction establishes, new tickets are created with the customer's response instead of attaching it to the original ticket.
Can't get a list of archived tickets via archivedTickets API endpoint
Hi. Each time I try to get a list of archived tickets I receive a 204 error (no data). I am using https://desk.zoho.eu/api/v1/tickets/archivedTickets?limit=50&departmentId= as my endpoint (valid department ID is appended after the equals sign). Am I
How to set up multiple email addresses for different departments under one Desk account?
So under one company, we have multiple departments with numerous team members needing access to specific mailboxes, for example:- Support Accounts Social Media Etc I have set up Desk (new user account) and can forward the email to the one zoho email address
desk chat vs salesIQ
Trying to understand the difference between the two options and which is preferred and why. Our company switched to salesIQ and it is great for sales but not so much for support. I really want my chat to have the ability for the customer to come to
Bybrand for Zoho Desk now supports department signature
Zoho community, I would like to announce that Bybrand for Zoho Desk now supports different email signatures in each agent department. This was a frequent request from customers, and also suggestions here in this community. Therefore, we worked this month
Error adding department support email address
Is there a limit to the maximum number of departments in Enterprise. We have around 100 at the moment.
Private chat between Agents found in lower left corner - how does it work?
Hi! In the lower left corner of Zoho Desk you can find "Chat" and "Contacts". I try to use the chat to talk with other agents within our organization (and department). I have managed to this by this complex process: 1. During our normal work we happen to have an "Agent collision" when both of us where looking at the same ticket. I could click on my collegue "Agent A" in the top pop-out-box and initiate a chat about the current ticket. 2. Later on, in the Chat window (in the lower left corner), I
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