How to apply a tag to a ticket based on the to email address?
I need to assign a tag to a ticket if the ticket was sent to a specific email address. For example, we have the email accounting[at]company.com forwarding into Zoho Desk. We would like all emails that were sent to this address to be tagged with an Accounting
Zoho Notifications - Received two notifications for one message and none for the other
We had a client reply to a ticket twice in one minute. The ticket owner received two emails for the second message but none for the first (which was crucial content and unfortunately was therefore missed). I'm assuming this created a race condition -
Error in Deluge script, but all should be OK
I get an error when using the following deluge script (sensitive info changed with ***). This script should parse a projectnumber out of the subject or body text and put it in a custom field of the ticket. The error: Validation failed for the condition
Problems with clipboard paste into ticket comments
Problem as title. Using Chrome get to paste contents of clipboard but submit gives 'you've exceeded the character limit of 30,000 for this comment' irrelevant of actual number of characters. Edge just pastes txt 'undefined' irrelevant of actual contents of clipboard All other areas of Zoho desk work fine with clipboard paste (i.e. new ticket description) it's just comments on existing tickets that seem to have problem. Was all working fine until early yesterday (14th) Client is Windows 10 Pro 1803
Products in time entry
Morning, Is there a way to add the product field to the time entry layout? Giving us the ability to identify a product per time entry. Thanks Rudy
Desk - CRM Integration: SPAM Contacts (Auto Delete)
SPAM contacts is a useful feature, but when the CRM sync is used, it is very frustrating. When a contact is marked as SPAM on Desk, I wish to do the same on CRM. When a SPAM contact is deleted, I would like it deleted from CRM. The feature looks half-baked.
What are the knowledge database limit for AnswerBot and which app its integrate?
1) Can AnswerBot be integrated in Trainer Central? 2) Can AnswerBot learn from external websites and excel spreadsheets? 3) Is there a limit size or number of documents for the knowledge based content to train AnswerBot? Thanks
Drag-and-Drop Customization Interface for Help Center in Zoho Desk
Hi Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request regarding the customization of the Help Center in Zoho Desk. 🔧 Current Limitation: At present, Help Center customization options are quite limited through the Zoho Desk
Condolences and Prayers Following the Ahmedabad Plane Crash
Dear Zoho Team, We were heartbroken to learn about the tragic plane crash that occurred today in Ahmedabad, as reported in the news. On behalf of our entire team, we want to extend our deepest condolences to everyone at Zoho and across India who may have
Add values to Countdown Mode
Is it possible to add values to the countdown mode drop down? The longest is 2 days. I would like values for 5 days, 10 days, 15 days...
AI feature in Zoho Desk suggesting answers based on past ticket threads
Hi I would like to suggest something that would be very useful : instead of suggesting answers based on the Knowledge Base, I think it would be great if Zia could analyze the history of all customer and agents threads, to suggest answers in new tickets.
Disable "skip to content" in Help Center
Our users used to be able to press the tab button to skip between fields when submitting a new ticket in the help center. Now it pulls up the "skip to content" button in the top left corner. I know this is an accessibility feature, but is there any way
Transfer to agent not working on flutter app after integration
[media pointer="file-service://file-LF6KAwkyDJNd6MbzZmctS3"] [media pointer="file-service://file-FN66XQUngquBJGLdrS827u"] +7 -2 Lines changed: 7 additions & 2 deletions Original file line number Diff line number Diff line change @@ -1,10 +1,11 @@ import
First Respons time questions regarding ticket SLA's, Ticket Re-Assignment, and Ticket Closure.
I am chasing down a few outliers on tickets that my team is reporting to me seen in some of our Zoho Analytics Dashboards with regards to Zoho Desk with regards to First Response Time. Our support organization is setup with different SLA's based on three
Stay organized with chat-to-ticket timers
Hi there! Ever lost track of a customer’s message? Or found yourself scrolling through long chat threads trying to figure out what’s what? Setting up a chat-to-ticket timer can help. It decides when a reply should stay in the old ticket or create a new
Tickets are enabled but not showing in zoho desk widget
Hi, I have a Zoho Desk ASAP JWT widget inside my app. I enabled the KB, tickets, and salesIQ chat (screenshot 1), but only the KB and chat are showing on my app widget (screenshot 2). Can you help? Thank you
Add Hebrew Language Support for Zia Auto-Tag in Zoho Desk
Dear Zoho Desk Team, We hope this message finds you well. We are currently utilizing the Zia Auto-Tag feature in Zoho Desk, which has proven to be quite valuable for categorizing and organizing tickets based on their content. However, we’ve encountered
Is there a way to customize the style of the success message - Advanced Web Form
Is there a way to customize how the success message is displayed after a Zoho webform is submitted? We’d like the success confirmation to match the visual style and branding of our website, so we're looking for options to either apply our own CSS or replace
Where to view user feedback on answer bot's "was this helpful?"
We are trialing answer bot in our knowledge base and like what we see so far. One of the things we like is that upon answering a query, answer bot asks "Was this helpful?" (see attached). As part of our trial we've been responding to this by clicking
Custom Time Range Support for Zia Trending Auto Tags in Zoho Desk
Dear Zoho Desk Team, We’d like to formally request an enhancement to the Zia’s trending auto tags feature to better support our business needs. 🧩 Use Case: We actively rely on Zia auto-tags to: Monitor recurring customer issues. Detect emerging trends.
Enhanced Tag Filtering and Selection in Zoho Desk Custom Views
Dear Zoho Desk Team, We’d like to request enhancements to the tag filtering and selection capabilities when creating custom views in Zoho Desk. 📝 Current Limitation: While it is currently possible to create a custom view using tags and status as criteria,
In focus: Profile permissions in Radar
Hello everyone, Imagine a help desk where everyone can access everything without restrictions. Newbies could answer tickets without supervision, agents would meddle with system settings, and contract employees would have unrestricted access to business
Add customer to account based on domain name.
I generate reports based on a the account field, i.e. companyX. In GoToAssist, my last provider, there was an option to automatically assign new ticket creators to a company (or account) based on their domain name. So for example, if a new employee creates
Your inbox called; it wants less clutter
Inbox full of ghosts? Let Auto-Close do the haunting. Ever stared at your support inbox wondering why half the chats are just… sitting there? No reply, no closure, just hanging like unread messages from a advertising company. Let’s fix that. With Auto-Close,
Customizing Helpcenter texts
I’m customizing the Zoho Desk Help Center and I’d like to change the wording of the standard widgets – for example, the text in the “Submit Ticket” banner that appears in the footer, or other built-in widget labels and messages. So far, I haven’t found
Greek languge
Hello, Is there any support for Greek language in the near future?
Custom module history is useless
Hi I am evaluating ZOHO DESK as my support platform. As such I created a few custom modules for devices assigned to employees. I want to be able to see the whole picture when a device was reassigned to someone, but the history shows nothing Is there any
Help center custom tab - link color
I’m trying to add a custom tab to the main navigation in the Zoho Desk Help Center, for example to link to an external resource like a website. The problem is that any custom tab I add always shows up as a blue link – it doesn’t match the style of the
Introducing an option to set comments to public by default
Hello all, Greetings! We are pleased to announce that Desk's user preferences now brings an option to set a comment type as Public or Private by default. In addition to setting reply buttons as defaults, Agents or Admins can now choose to make their ticket
Flutter Plugin Compatibility Issue: Unresolved Reference to FlutterPluginRegistry in zohodesk_portal_apikit
I am integrating the zohodesk_portal_apikit Flutter plugin (version 2.2.1) into my Flutter project, but I am encountering a build error related to an unresolved reference to FlutterPluginRegistry in the file ZDPBaseActivityAwarePlugin.kt. Below is the
Add "Ask Zia" Functionality for Report Creation in Zoho Desk
Hi, How are you? We’ve noticed that Zoho CRM offers a very useful feature called "Ask Zia", which allows users to enter natural language prompts to generate reports quickly and easily using Zia's AI capabilities. Currently, Zoho Desk does not support
Departments Limit
There is a limit of departments that i can have on zoho desk?
Boost your Zoho Desk's performance by archiving tickets!
The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually lead
Are Zoho Help Center Email Notifications Customisable?
Hi, I would like to find out if the Zoho Help Center email notifications can be customised to add our own styling and branding? These are the notifications that get sent when a client adds a new topic, adds a comment, signs up to the help center, etc?
Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually
Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able
Prevent duplicate with custom fields?
I was wondering something about custom field/custom modules in Zoho Desk. For some reason you can make a custom field mandatory but not unique? For example, if I create a custom module to manage equipment and renewal and make a field serial number no
Block incoming emails by shared mailbox
Good morning, I will explain my problem to you At the moment I am making users open tickets only via email I would like users to send messages from their personal mailboxes and not from shared mailboxes I would also like if the ticket was generated by
how to remove email headers from Zoho Desk emails and replies from customers?
I'm testing Zoho Desk at the moment ant noticed some very annoying with the emails that go back and forth, the email headers are always included on the conversation in the web interface and the customer also receives emails with these readers showing
Can your customer support speak every customer’s language?
In today’s world, talking to your customers in their language is not a nice-to-have. It’s a must. It's one of the reasons that most businesses have trouble going global: Language barriers get in the way. Say, a customer from another part of the world
Using tickets to train Zia
Hi Team, I would like to know if there is any way that Zia can also learn from previous tickets in addition to the articles from the knowledge base. Since we have most of our knowledge curerently in the tickets and that this is hard to combine into a
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