Zoho Desk | Using Zoho Desk Comunidad

• Clickable url in Zoho Desk ticket

  Hi, I've the following code: mp.put("subject","Controleer het nummer van " + bedrijf + ""); mp.put("channel","Automatisch gegenereerd"); mp.put("description","Zie https://crm.zoho.eu/crm/org2XXXXXXX/tab/CuXXXXXXX/"+ Id + " voor afhandeling van dit ticket");

• Zoho Desk Keyboard shortcuts - Send the message im typing

  Hello Community! I was going through the keyboard shortcuts and found many wonderful options. However, the specific shortcut I was looking for wasn't listed. It would be convenient if there was a keyboard shortcut to send the message I am typing without

• Closing connected ticket after closing WA conversation

  Hi, At the moment, once someone sends a message to our WA number, a corresponding ticket is automatically created. After the question is answered, our support department closes the chat/conversation. However, after that, the connected ticket is still

• Ensure safe file attachment and sharing with Attachment Control in Zoho Desk 

  Hello everyone, The Attachment Control feature in Zoho Desk is designed to help you better manage and secure the files attached to support tickets. Why Attachment Control Matters? Imagine you’re handling a support ticket where a customer has uploaded

• Zoho Desk deletes Description thread on owner change

  We have been experiencing some issues for a few months with our tickets. Our emails are directly linked with zoho desk email to create ticket on email reception. Tickets are populated automatically. Randomly, when we make changes to the ticket, and change

• Zoho Desk help center link Contact module

  When using the Help Center, is it possible to have users fill in their country and company during registration and link this information to the basic fields in the Contact module?

• Customer Agent can see all company tickets

  Hi together, we have a lot of customers with an onsite contact who needs to see ALL tickets from his company. Lets call him "First-level Agent onsite" It would be great to have an option to say "Okey, John Smith can see all Tickets from "Company XY" in

• Alert agents when tickets need attention (e.g. older than X days and still "open")

  Is there a way to have the ticket owner be notified when one of their tickets is more than X days old and e.g. is still in an open status (i.e. not "waiting on customer" or "on hold"? In other words, to alert them when an old ticket needs their attention?

• Move tickets to a specific layout within a department using macros

  Hi everyone, In customer support and service management, efficiently handling tickets and ensuring they reach the appropriate team for resolution is crucial. To improve our ticket management process, we’re introducing the "Move Department" action within

• Allow us to have multiple transitions between statuses

  Some of our implementations would greatly benefit in a simpler Blueprint setup when Zoho allows us to have multiple transitions (buttons) to come from-and-to statuses. Right now, it's only one-to-one: Status A -> Transition "Go to B" -> Status B We would

• Importing Data in Zoho Desk: Improved UI and added functionality

  This feature is being released in a phased manner and will be available only to those who request it. Use this registration link to provide your information and request early access. We will enable the feature for your Desk account. Hello everyone, We

• Unable to Create Duplicate Help Center Content

  There is a severe flaw in design for multi-branding and the help centers .So far work-rounds are not possible by this flawed design. It has been covered here before that in multi-branding mode you cannot share articles between two different help centers.

• Let us add Lookup fields in the Blueprint Transitions

  We are unable to add Lookup Fields in the blueprint transitions in Zoho Desk, we wanted to make it a requirement for our workflow but since it's not available in the transition we cannot. The lookup field exists in the Layout: But it cannot be added/selected

• Zoho Desk Report all including additional columns

  Good afternoon, As of this morning, all of our Reports have additional columns, which have broken a lot of out reports that are extracted from Zoho. These columns include titles like: Tickets support.report.export.reference.id This only shows when you

• ASAP widget persistence across site pages

  Hi, I was wondering if anyone has found it possible to persist the current article/module the user has open on the ASAP widget when they navigate between pages on your website? I am testing ASAP out and one annoyance is that every time the user changes

• Agents don't have access to Help Center Users

  I have set these permissions under the Agent profile, according to help documentation this should allow Agents to access and edit the User accounts (end users) for the help center. However, agents get this message: This are the settings in Agent information:

• Zoho Desk Permission Level

  Hello, We have a customer that has 8 locations. There is one individual the director of operations who needs access to see tickets for each location. However, he is not an employee or agent for my company. How can I set this up for him? I dont want him

• Zoho Desk 2024 Autumn release

  Greetings Zoho Desk users! Earlier this year, in February 2024, we released an array of features ranging from process orchestration to ticket management, self-service, and more. Here is the announcement post for reference: February 2024 release announcement.

• Zoho Desk Autumn Release - 2024 — Post 4

  Continued from Zoho Desk Autumn Release - 2024 — Post three Integration Streamline field service operations with the Zoho FSM extension The Zoho FSM extension integrates field service management with Zoho Desk. For example, if a ticket requires on-site

• Zoho Desk Autumn Release - 2024 — Post 3

  Continued from Zoho Desk Autumn Release - 2024 — Post two Instant Messaging Mass WhatsApp messaging for efficient communication Agents can send WhatsApp messages to multiple contacts at once, which is useful for various activities, such as onboarding

• Zoho Desk Autumn Release - 2024 — Post 5

  Continued from Zoho Desk Autumn Release - 2024 — Post four SDK Flutter SDK support for mobile app developers Integrate the ASAP SDK with Flutter for cross-platform mobile app development, expanding support capabilities across different mobile environments.

• Allowing end users to deactivate their end user profile

  Most of my customers have requested the option to allow them to deactivate their end user profile(account) on their own without having to submit a request to do so. With that said, I told my customer(s) I would pass the feedback over to the team Looking

• Child/Parent Beta

  Is there a way to create a workflow based on if a ticket is a parent/child? IE: A parent ticket has a comment added, notify owner of child ticket(s) or vice versa?

• 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

• Internal Tickets?

  What is the best practice for "Internal Tickets"? I want to update tickets for things like router upgrades, server maintence, etc. What is the best way to do this? Do we create a generic account that is the "customer" or is there a better way?

• Can't send email through my own SMTP server with TLS or SSL

  I added a From Address. It works ok when replying to tickets if I do not use my own SMTP. If I do check "Use my SMTP" then it only lets me save if I select Connection Type: Plain on port 25. If I try to do SSL or TLS on any port, it gives me this error

• How to create auto replies within Desk?

  I would like to create automatic replies when emails matching certain criteria's are received. How can this be done?  

• Zoho desk slowing down

  Hi team, A number of our agents have reported that Zoho desk has been slowing down in the past week. We're seeing longer loading times for tickets and slowness when updating ticket properties/fields. Is there any known issue currently ongoing that could

• Setup page changes: Regrouping and categorization of features

  Dear Desk Users, We're pleased to announce an upcoming revamp of the Desk setup page. These changes are intended to improve the organization and visibility of features on the setup page. Why are we making these changes? Simplified navigation Our primary

• Weekly columns needed in Zoho Desk Countdown mode / Kanban view

  The Kanban view in the Countdown Mode of Zoho Projects (in Kanban) needs to be able to custimzie the categories beyond the two day limit. Please add "1 week", "2 weeks", "1 month" "over 1 month"

• Round Robin Assignment to Offline Agents

  Hi guys, how come when im using this rule its still assigning tickets to agents who are offline and not working, Can i change this? Its sequenced assignment Thanks

• Zoho Branding

  How do you remove Powered by Zoho Desk branding from the knowledge base footer? This branding should be automatically removed for all paying customers on all platforms. I am not advertising your company on my documents, emails, etc.; I am promoting my

• Zoho Desk - Max number of Webhooks

  Hello, Is there any way to increase the number of webhooks available in Zoho Desk ? In Zoho One as in the different plans, the limit is10. If no option exists today, is there any plan to increase the limit please ? Thanks

• Notification Center - mention on ticket

  We do not get notifications in the Notification Center in Zoho Desk when someone is mentioned in a ticket. I get an email, and I can see it in the Team Feed (which we don't really use). Is there a way to enable ticket mention notifications through Notification

• Random automated Customer Happiness survey

  I don't want the survey to go to every customer every time I close a ticket for them. I also do not want the agent to decide when they will send the survey. I would like to set a random timing such as "no more than 2 surveys per day", or "send survey

• Issue email server (Belgium 21/08/24)

  Hello, Is there an issue with the mail server?

• Error message when trying to open files/attachments (excel, pdf)

  Hi, Some of my colleagues get the following error message when they try to open files/attachments in a ticket: {"errorCode":"INTERNAL_SERVER_ERROR","message":"An internal server error occurred while performing this operation."} How can we solve this

• Image uploads in Zoho Desk not working

  Hi everyone, We've been experiencing a new bug today. We can't paste in screenshots to our ticket replies anymore, and at the same time when we are trying to upload an image to the ticket through the text editor we always get an error message that states:

• Seeking Email Parsing Software for Work Orders Integration with Zoho Desk & Zoho FSM

  Hi everyone, I manage a lot of my work orders via email, and I’m looking for an email parsing solution that can help streamline the process by automatically extracting data from emails and attachments. I use Zoho Desk and Zoho FSM to manage these work

• No puedo cargar imagenes en los ticket

  Estimados, Su ayuda, ya que no puedo cargar imágenes en los correos y esto es una tarea diaria Añadir imagen

• Next Page

• Announcements

• Playground: An exclusive test environment to analyze Field Prediction accuracy

  Hello everyone, We are introducing Playground: an exclusive proactive testing environment for businesses to analyze Zia's prediction accuracy. This allows admins and agents to: Run predictions on actual tickets or specific content for realistic test conditions.

• New features and improvements in Desk's integration with Zia powered by GPT 

  Hi everyone, We’re pleased to announce several new enhancements in Zia Powered by GPT integration. These updates bring more customization options, improved response generation, and additional language support. Below is an overview of the enhancements

• Perform custom actions from the Ticket interface using Buttons

  Hello everyone, We have introduced an option to add Buttons to the tickets, which will facilitate direct access to other applications, websites, allows execution of custom workflows, and more. Accessibility and visibility of buttons The buttons can be

• Cross-department Parent-Child ticketing for faster and efficient ticket resolution

  Hello everyone, Organizations frequently need to have multiple departments set up in their customer service ticketing system. However, when a customer raises an issue or an internal process that requires agents to collaborate with their peers, a lack

• Simplify ticket replies with intelligent writing and content analysis tools

  Introducing a smarter, faster way to handle ticket responses with generative AI-powered capabilities, now available in the ticket detail view. These enhancements are designed to reduce agent effort, improve clarity, and elevate the overall support experience.

• Most Discussed Topics

• Deactivate Desk Contact without Deleting Contat

  We have a client who has multiple tenants for regulatory purposes, and as such, has a few users that have email addresses in both tenants. They've then emailed into the ticketing system, so we have multiple contacts (no big deal, we want to keep their

• Contacts with most tickets? Alarm for multiple tickets?

  Is it possible to see through the analytics/reports which contacts are creating the most tickets (not the most discussed ones)? Also, is there a way to set up a notification if a contact creates multiple tickets within a certain time frame?

• Supervisor Rules - Zoho Desk

  Hi, I have set up a Supervisor Rule in Zoho Desk to send an email alert when a ticket has been on hold for 48 hours. Is there a way to change it so that the alert only sends once and not on an hourly basis? Thank you Laura

• Zoho Desk: Ticket Owner Agents vs Teams

  Hi Zoho, We would like to explore the possibility of hiding the ‘Agents’ section within the Ticket Owner dropdown, so that we can fully utilise the ‘Teams’ dropdown when assigning tickets. This request comes from the fact that only certain agents and

• Cannot access KB within Help Center

  Im working with my boss to customize our knowledge base, but for some reason I can see the KB tab, and see the KB categories, but I cannot access the articles within the KB. We have been troubleshooting for weeks, and we have all permissions set up, customers

• 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

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