Using workflows to automatically set classification of new tickets
Hello, I am trying to use a workflow to set a classification for a new ticket that is created via an email coming into my desk department. The workflow is working fine if I create a ticket from within desk, however if a ticket is emailed in then this
Text/SMS With Zoho Desk
Hi Guys- Considering using SMS to get faster responses from customers that we are helping. Have a bunch of questions; 1) Which provider is better ClickaTell or Screen Magic. Screen Magic seems easier to setup, but appears to be 2x as expensive for United States. I cannot find the sender id for Clickatell to even complete the configuration. 2) Can customer's reply to text messages? If so are responses linked back to the zoho ticket? If not, how are you handling this, a simple "DO NOT REPLY" as
Default/Private Departments in Zoho Desk
1) How does one configure a department to be private? 2) Also, how does one change the default department? 1) On the list of my company's Zoho Departments, I see that we have a default department, but I am unable to choose which department should be default. 2) From the Zoho documentation I see that in order to create a private department, one should uncheck "Display in customer portal" on the Add Department screen. However, is there a way to change this setting after the department has been created?
Es posible cambiar el lenguaje de los modulos del ASAP?
Es posible cambiar el lenguaje de estos textos? Tengo Zoho configurado en español pero aun así me muestra estos textos en ingles:
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-child
Help Center and SEO: Any Benefit to My Domain-Mapped Website Ranking?
First of, I love the Help Center which I've just decided to integrate into my website to replace its old-fashioned FAQs. So much more to achieve there now! Lots of new benefits to the site visitors and to me in terms of organizing and delivering all the
Business Hours with lunch break
Our business hours are: mon - fri 08:30 - 13:00, 15:00 - 18:30. How can I handle the lunch break? If I use 8:30 - 18:30 it obviously breaks SLA. Thanks
Powering Customer Support with our women
In Zoho Desk support, women make up 50% of our team. We see this as one of our strengths, reflecting the spirit of this year’s theme, "Give to Gain". Our women find their balance Women carry many responsibilities — they represent frontline support, lead
Zoho - Please explain difference between Thread view and Conversation view on Ticket
I have reviewed the help document here but am still not clear on the difference between the two views. As an example, I just had a back and forth on a ticket: - Customer emails support email. - I email back from Desk. - Customer responds back. - I email back from Desk. On the upper left drop down box on the ticket Zoho Desk now says this is "4 Threads" and "4 Conversations" . How is that 4 threads?? By my count it is 1 thread and 4 conversations (assuming by "conversation" Zoho means number of total
I need help to take Reports for tickets moved between departments.
Hi, I need help to take Reports for tickets moved between different departments. Pls guide Shyam
Export to excel stored amounts as text instead of numbers or accounting
Good Afternoon, We have a quarterly billing report that we generate from our Requests. It exports to excel. However if we need to add a formula (something as simple as a sum of the column), it doesn't read the dollar amounts because the export stores
Increase Round Robin Scheduler Frequency in Zoho Desk
Dear Zoho Desk Team, We hope this message finds you well. We would like to request an enhancement to the Round Robin Scheduler in Zoho Desk to better address ticket assignment efficiency. Current Behavior At present, the Round Robin Scheduler operates
Automation #6 - Prevent Re-opening of Closed 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. Typically when a customer submits
Zoho Desk EU slow/unresponsive
Has anyone else got issues with ZohoDesk today in the EU? It takes an age to come back and if you do start typing something and try and send or save it looks like it times out. We are also getting this pic. ot I can't see anything on https://status.zoho.eu/
EU DC Partial Outage Resolved: A Detailed RCA
Incident Summary Due to an overload on one of the nodes in the EU DC for Zoho Desk, the system was unable to handle the heavy load, causing a slowdown in requests and resulting in a partial outage for customers with data residing in that node. On May
Filtering in Help Center
Hi, our ticket system is based on a set of structured status categories. The customer must be able to filter by these status. How can we add "Status" as filter to the help center. In the same moment we do not need filters e.g. as "channel". How can we
Can multiple agents be assigned to one ticket on purpose?
Is it possible to assign one ticket to two or more agents at a time? I would like the option to have multiple people working on one ticket so that the same ticket is viewable for those agents on their list of pending tickets. Is something like this currently
See Every IM Conversation as It Happens
Instant messaging moves fast. Customers expect quick replies and smooth conversations across WhatsApp, Instagram, Facebook, and live chat. But without real-time visibility, small issues become big problems. A session stays open longer than expected. A
Franchise
Is there a solution of how to organize global franchise organisations?
Holidays
Hi; For defining Holidays, you need to add logic to handle the year as well as the month & day. We need to be able to enter Holidays for the next year. I need to add a holiday for January 2, 2017, but I can't until January 1st, which is a Sunday and we
Not receiving New Ticket Emails
Hello! The company I work for uses the Zoho ticketing system, however, I've noticed I'm not receiving email notifications when new tickets are published. I have admin rights to see these tickets on Zoho Desk and respond to them, but am not receiving the
Disappearance 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:
Does Zoho has chatroom/chatbot url feature?
Hi Zoho community! I’m looking for a quick "Yes/No" answer for my dev team regarding Zoho’s capabilities. We currently use Zoho Desk for our Service Team and Zoho CRM for our Marketing Team to bring both functions under one platform. Our question: Does
One Support Email Managed By Multiple Departments
Hello, We use one support email (support@company.com). Incoming emails come to the "Support Department" and based on what the customer is asking, we route that ticket to different departments (billing, technical support, etc.). When users in these different
Unable 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,
How Does Knowledge Base Search and Article Recommendation Work?
Hello, I would like to understand how the Knowledge Base search engine works. Specifically, does it search based on: The article title only? The full article content? Both, the article and the content? Keywords? Tags? Also, how does the system determine
Actual vs Minimum
Hi all, I am sure I am not the only one having this need. We are implementing billing on a 30-minute increment, with a minimum of 30 minutes per ticket. My question is, is there a way to create a formula or function to track both the minimum bill vs the
Control the precision of answer bot responses
Hello everyone, Admins can control the precision with which the Answer bot analyzes and generates a response by adjusting the threshold levels. Based on predefined threshold values, Zia analyzes how closely the query matches with the available KB articles.
Implement Date-Time-Based Triggers in Zoho Desk
Dear Zoho Desk Support Team, We are writing to request a new feature that would allow for the creation of workflows triggered by specific date-time conditions. Currently, Zoho Desk does not provide native support for date-time-based triggers, limiting
Why is my Lookup field not being set through Desk's API?
Hello, I'm having trouble setting a custom field when creating a Ticket in Zoho Desk. The endpoint I'm consulting is "https://desk.zoho.com/api/v1/tickets" and even though my payload has the right format, with a "cf" key dedicated to all custom fields,
How exactly does "Reply assistance" work in Zoho Desk? What context is sent to the LLM?
Hi, Im trying to better understand the technical behavior of the feature "Reply assistance" in Zoho Desk, and I couldn’t find detailed information in the current documentation. Specifically, I have questions about what data is actually being sent to the
Compose Emails Faster Using Templates and Snippet
Hello everyone, We have made an enhancement to the Send as Email option in Tickets. Agents can use templates and snippets to draft their response, which helps save time and maintain consistency. The Send as Email page will display the available templates
Inclusion is the new engagement
When in a very challenging situation, it helps to have peers or friends around you saying, “Everything will be okay.” They speak to you in common or shared language. But your inner voice comes to you in a truly uplifting language that stays close to your
Paid Support Plans with Automated Billing
We (like many others, I'm sure) are designing or have paid support plans. Our design involves a given number of support hours in each plan. Here are my questions: 1) Are there any plans to add time-based plans in the Zoho Desk Support Plans feature? The
Shared Views
Hello, is there a way to prevent an agent from changing a shared table view? I have no issues with agents being able to create and customize their own view, but when I create a view and share it to my team -- the expectation is that they are viewing it
Using Zoho answer bot across departments (help center articles from another department)
Hi Zoho Community, I’ve run into a major issue and hope someone here has experience with this setup. We currently have a Help Center in the department A where all of our knowledge base articles are maintained. However, we would like to use a Zoho Answer
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote
Create an Eye-Catching Announcement Widget for Your Help Center
Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand for
Zoho Desk domain Mapping not Working Showing CNAME Error
I have created the subdomain and created the Cname as well as its instracted on the Zoho website but when i try add the domain on help desk its showing error msg : Make sure you've mapped the CNAME entry and linked it to desk.cs.zohohost.com.au on your
View Answer Bot conversations?
We are trialing Zia and are experimenting with Answer Bot on our knowledge base. So far so good! Management asks me if it is possible to view Answer Bot conversations, the purpose being to look over its shoulder and confirm that it is working as des
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