Round robin not processing backlog tickets

• Topic Participants

• Ian Hollaway

• Ash | Zoho Desk

  

• Sydny

• Ram Freedman

  

• Shivani | Zoho Desk

  

• Sticky Posts

• Using Agent Email Address as From Address

  Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

• Edit 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-important

• 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 service

• Customize 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, Green

• 2024 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

• Recent Topics

• Tip 31: How to make a field in a Zoho Creator form mandatory based on criteria

  Hi folks,   I'm sure most of you are familiar with the Mandatory property available in our form builder. It enables you to ensure that your users enter an input in a required field. If they don't enter an input in that field, they'll be unable to submit

• Tracking UTM Campaign information in CRM

  Hi All, We have had this questions asked a few times lately so thought it would be a great idea to post it here for others benefit.  Many have asked this: How can I track campaign information in CRM from my online campaigns and report on UTM tracking details?  Below is what we have set up for other businesses who are using UTM Codes for all their campaigns. Follow the 4 steps below to set this up for your CRM: 1. Create Fields in CRM Leads Module Add a field  in the Leads module called 'Referrer

• Canvas Email iMap

  Hi, I want to be able to have this option (seen below) in our custom Canvas design I'm building. But I don't see that option. Being able to see all related emails is important for us. But in our Canvas, it doesn't seem to have any option....

• Tip 26: How to hide the "Submit" button from a form

  Hi everyone, Hope you're staying safe and working from home. We are, too. By now, we at Zoho are all very much accustomed to the new normal—working remotely. Today, we're back with yet another simple but interesting tip--how to hide the Submit button from your forms. In certain scenarios, you may want to hide the submit button from a form until all the fields are filled in.  Use case In this tip, we'll show you how to hide the Submit button while the user is entering data into the form, and then

• Grouping payments to match deposits

  Is there a way to group multiple invoice payments together so they match credit card batches and grouped deposits in the bank account? Basically, we are creating invoices for each of our transactions, and applying a payment to each of the invoices. Our payments are either credit cards or checks. We want to be able to group payments together so when our bank account reflects a credit card batch made up of many transactions, or the deposit we took to the bank that has multiple checks from different

• Zoho Books | Product updates | March 2025

  Hello users, We have rolled out new updates in Zoho Books to enhance your accounting experience. These include the ability to create workflow rules for manual journals and Multi-Factor Authentication (MFA) for customer and vendor portals. Explore these

• Tip 12: How can you customize the display name while sending emails from Zoho Creator.

  Hi folks, Usually when you send emails to your users, the display name defaults as your From email address. Most often, you would like to set a custom display name to represent your organization or the context of the email. You can mask or customize the display name (From Address) using Deluge script as long as the From email address has been verified. This would be very useful to you if you want to send bulk emails to a large audience.    Let's say you have a Student Registration form for your dance

• Backup all report zoho creator

  I want to backup an unused form record. But some fields are not displayed in the list report, if I export in the list report it will not retrieve all fields in the form. Is there a quick way to backup all the fields in the form without having to display

• CRM email sync with 365 - app passwords

  Hi We have synced users crm account with hosted 365 email accounts. 365 has MFA enforced across the tenant. Now encountering issues with 365 sync failing due to password errors after some time. Advised that will need to use app passwords from 365 in order

• Tip 9: How to word wrap content in notes to fit your window size.

  Hi folks, I hope our previous tips have been useful to you. Today, we are back again with an easy hack that will help you to auto-adjust form notes to fit your browser window size. Add Notes Field is one of the most commonly used fields while creating forms. We use the Add Notes Field to either provide some instructions to the users filling the form or to display a disclaimer. Whatever may be the case, it is essential that we should be able to auto-adjust the content in the Add Notes field. To do

• Backup all report zoho creator

  I want to backup an unused form record. But some fields are not displayed in the list report, if I export in the list report it will not retrieve all fields in the form. Is there a quick way to backup all the fields in the form without having to display

• Zoho books not accepting valid state code via api

  Hello, I am using make.com to create a contact and then invoice for a Shopify orders. However, while creating contact I'm getting "please provide a valid state code" error even though I'm providing correct state code. For example I'm providing MH as state

• Unified View Desk Tasks

  In the unified view of the tasks, It is not possible to have the tasks of all the services in Zoho Desk. We have to choose a service to display but It's not really the purpose of the unified view

• update warehouse id for closed credit notes

  the code run successfully but its not updating the warehouse, i send payload of warehouse id and name ,then tried to clone exisitng with updated fields .. lost one week in this.. <?php namespace App\Http\Controllers; use Illuminate\Http\Request; use App\Libraries\ZohoConnector;

• Create/Edit fields in Applications module

  Hi, Do you have any timeline on when we get the ability to create/edit the fields directly of Applications module. We need to update various data points about the candidate after the phone call & want to update those in the application module fields (not

• Offline for Maintenance Option

  Making changes to a live application can cause problems. I'm suggesting a new application settings option to temporary disable all access to an app so the admin or developer can make changes without any user interference. Additionally, while the app is offline, there should be some ability to present the users with a customized notification page (perhaps a view within the app itself). For example, "This application is undergoing maintenance and will be back online Sunday at 5 PM. Please email smith@net.com

• How do I categorize my Sales Tax payments on bank statements

  I have uploaded my bank statement and I am trying to manually categorize my sales tax payments and I am not able to use a liability account - using the standard account for Sales Tax / Tax Payable. What am I doing wrong?

• Can't create Workflow for Module 'Service Appointments'

  Hey everyone. I am trying to create a workflow from FSM to Desk. When I start the creation process I select the Module (Service Appointments) and then title it and hit next and it just sits there. Now If I select a different module it works fine. Have

• Possible to bold or indent text in the description field?

  As part of one item, I often have a detailed description that would be much easier to read if there was the ability to have a bulleted list or bold text and the like. Is this possible? My last invoicing software allowed markup in the field so, for example, an asterisk meant a bullet. I haven't been able to find any documentation related to this.  Any information would be appreciated. Thank you.

• Issue Loading Dynamic Table Fields in Zoho Writer

  I am experiencing an issue while configuring a repeat table in Zoho Writer. When attempting to insert a dynamic table, I receive the following error: "There was a problem loading your dynamic table fields. Please try again in a while." I have already

• Is it possible to set a default field value in a Layout Rule?

  I would like to be able to set a default field value based on a layout rule, rather than a default value in the main layout screen. Example: if Field X is set to 'Banana' then set the default value of Field Y to 'yellow' if Field X is set to 'Strawberry' then set the default value of Field Y to 'red' Is this possible? I don't want to use a workflow rule because a) we've hit our limit and b) it needs to happen straightaway whilst the user is on that screen.

• Auto-sync field of lookup value

  This feature has been requested many times in the discussion Field of Lookup Announcement and this post aims to track it separately. At the moment the value of a 'field of lookup' is a snapshot but once the parent lookup field is updated the values diverge.

• Update Client Record based on creation of custom module record

  Hi! Hoping for someone's help with this one. I have a custom module called 'Agreement History. Whenever a deal is won, it creates a new record in this module with associated 'Products' and 'Clients' to track rental history and contracts. What I'm trying

• How do I make a stock tracked item on my sales orders not automatically fulfill?

  I use the sales order process to track what jobs I still need to complete and send out, and which ones are complete. I have items that are not tracked in my inventory, but are NOT listed as service items, and are not being manually typed in to the sales

• Creating Layout Rule With Formula Field

  By The Grace Of G-D. Hi, I see that i cannot use Layout Rules to show/hide Formula Fields. Is that something you plan on adding sometime soon?

• Zoho Projects: 時間基準のワークフロールール

  本投稿は、本社のZoho Desk コミュニティに投稿された以下の記事を翻訳したものです。 Time based workflow rules for projects and tasks ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 プロジェクト管理者は、タスクの締め切り管理、通知の送信、フォローアップなどに多くの時間を費やしています。 これらの作業を手動で行うと、負担が増すだけでなく、対応の遅れや漏れが発生する可能性もあります。 Zoho Projects のワークフロールール（時間基準の処理）は、こうした繰り返し行う作業を時間基準で自動化し、

• Is it possible to have conditional pages?

  We have a Document, which consists of multiple different subdocuments. We want to have the subdocuments as pages inside a doc and only show them in specific cases. Is it possible to have conditional pages inside of a mail merge based on CRM data?

• Zoho One and Zoho Learn

  Is Zoho Learn going to become part of Zoho One? If not, why not? Also, if not, what is the closest product offered in the One bundle which is comparable to Zoho Learn? Please help me understand the overall relationship between Zoho Learn and Zoho One.

• Zoho ONE Inventory and Zoho FSM

  Zoho ONE Inventory sees a warehouse just as a warehouse. You have to be a ZOHO ONE usher for example to use a warehouse like counting stock while you have to buy a warehouse as an Add one separately from ZOHO ONE Inventory to use it for ZOHO FSM In ZOHO

• ZOHO ONE Inventory and ZOHO FSM

  Zoho ONE Inventory sees a warehouse just as a warehouse. You have to be a ZOHO ONE usher for example to use a warehouse like counting stock while you have to buy a warehouse as an Add one separately from ZOHO ONE Inventory to use it for ZOHO FSM In ZOHO

• Making post copy bold and other limitations

  Hello, Posting through Zoho Social, copy that I make bold in the post copy field appears differently in the actual post. eg: 'Exciting UnLock News!' is supposed to be in Bold San-serif, however it displays as bold Serif font instead. Can this be fixed?

• Introducing Assessment-based Filters in Zoho Recruit

  We're thrilled to announce a handy new feature: Filtering Candidates by Assessment Answers. This tool allows you to refine your candidate search based on their performance in screening tests or assessments. It's a great way to find candidates who meet

• Zoho CRM Functions 53: Automatically name your Deals during lead conversion.

  Welcome back everyone! Last week's function was about automatically updating the recent Event date in the Accounts module. This week, it's going to be about automatically giving a custom Deal name whenever a lead is converted. Business scenario Deals are the most important records in CRM. After successful prospecting, the sales cycle is followed by deal creation, follow-up, and its subsequent closure. Being a critical function of your sales cycle, it's good to follow certain best practices. One such

• How do I update custom fields for a contact via the API using the List Management API

  I have added a new contact via API, which is just the email address. I now need to add first name, last name, and a few other custom fields (and their associated data). I can't seem to find an API that allows me to update contact information?

• Spell Checker in Zoho desk

  Is there a way to set always check spelling before sending? Outlook does this and it is a handy tool to avoid typos

• Zoho Creator delete validation seems like does not support <br> html code

  Validation Workflow in Create or Edit, We can use this styling code eg: <br>, <b>, <u> Those very simple code in those validation (in Create or Edit) But, for Validation (In Delete) Zoho Creator seems like does not support it. The alert task just shown

• Amazon Integration

  Hi, I am seller on Amazon , & I would like to sign up for Zoho books. However my question is can we automate/integrate invoicing, charges and returns in amazon with Zoho using API? Do you have a developer for this? I did take a look at zapier however it just has a create Invoice function nothing else.

• Connector working as expected but not when called from an extension

  I am playing around with building a Zoho CRM extension and seeing if anyone has some insight on the below issue I am facing. When I execute the Connector API it works as expected returning me the download URL for a merged document that has merged successfully.

• Changing Data on Cancelled /Paused Subscriptions

  What's a good way to edit a cancelled subscription without reactivating it? There are some custom fields and data that we'd like to add to these but when we edit it, it reactivates it and creates an invoice. Also need to be able to do this for paused

• Portal users send notifications to licensed usera

  Is there a way for portal users to leave messages or notifications to licensed users?

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