Zoho Desk | Using Zoho Desk Comunidad

• Portal Login

  Customer originally used his company email address but now no longer has access to that email. I have updated his CRM contact with the new email address but he is unable to login to the portal or do a password reset.

• Redact tickets in Desk

  Is there a way to redact the information on tickets without deleting the ticket itself? For instance if personal information was contained in a ticket and we wanted to delete this permanently but without losing the history of the ticket, so analysis would

• Ticket creation via forwarding by agent

  In the past, one had to type: #original_sender sender@email.com as the first line in the email when forwarding a email to Zoho Desk to have the original sender be added as the ticket contact. Is that no longer a requirement?

• Copy Workflows between departments

  I have workflows that I want to copy to different departments... is there a way to DUPLICATE or COPY a Workflow from one department to another?

• Default ticket template zoho desk

  Hi. I've created a ticket template. However, when I want to manually create a new ticket, I need to select the specific ticket template first. How can I set this ticke template as default, so that I don't have to select it each time?

• Ability to see historical preview of past ticket for contact/account in the Ticket Properties section

  Hello. Would it be possible for us to have a snapshot of the current contact/account's ticket history in the Ticket Properties section when we're doing a ticket? If we could have a small bar that shows how many tickets the contact/account has in what

• I want a contact to create a ticket and the ticket should be assigned to all the accounts linked to that contact in desk. Is this possible?

  If a contact, who is linked to multiple accounts, creates a new ticket, is there any way that the ticket is assigned to all the accounts to which the contact is linked to?

• Send & Pending

  I know that there is already: Send Send & Close But there is no: Send & Pending Send & On-Hold. I understand that you can create a workflow, but the problem is the status depends on the ticket. For example in some cases, I want to send the reply and close

• More Default Send Behaviors for Tickets

  Desk Team, After trying to configure my default send behavior. I noticed that only 2 options were available and I am disappointed that I cannot add more. I'd like a send behavior so that when I click send it sets the ticket status to pending so the ticket

• Send and Close by default

  We always close tickets when replying to customers. However, the "Send and close" is the second option and only available via the send button dropdown. This is a disaster from a design point of view, because the dropdown arrow is close to the cancel button

• Public Release: Implement JWT Authentication Mechanism for Help Center

  Hello everyone! We are excited to announce that the JWT Authentication Mechanism for the Help Center has been rolled out for public release. This feature was initially made available on a request basis and is now accessible to all. We hope that it will

• Send and update status in the Tickets module 

  Hello everyone, We're excited to introduce the Send and Update Status option in the Tickets module, available alongside Schedule Reply and Send and Close. Overview of existing options Schedule reply: This option enables customer support teams to schedule

• Deleting Attachments from Zoho Support Ticket

  One of my coworkers asked me if there was a way to delete attachments from a zoho support ticket but couldn't find an obvious solution. Is it even possible? If so perhaps a permissions issue?

• Send Email Reply Action in workflows use the agent to created the work flow even if it was triggers by a different agent

  Hi team, Would just like to ask for assistance as i recently made a workflow that is triggered on when a ticket is edited. What it is supposed to do is that when Agent A clicks the "Acknowledge ticket" transition, it would trigger this workflow that sends

• Automating WhatsApp Response with Team Selection in Zoho Desk Blueprint

  Hello, I’m setting up an automation using Zoho Desk’s Blueprint to handle incoming WhatsApp messages. My goal is to send an automatic response to users, asking which team they want to speak with (Team X, Team Y, Team Z) and then route the conversation

• Making email templates/ snippets available in the Description field, in template layout

  Hello,  I would like to request the a new feature for email templates/ snippets to be made available in the Description field, in Ticket layout edit screen, just like it is in the agent email editor. Agent email editor  Template layout description  Use

• Pin or Flag Comments/Emails

  It would be great if you could pin a comment or email on a ticket. The interface could then have a tab that displays the pinned notes/emails for the case. From this tab you could unpin the note, or share the pin with another Agent. This could be a way

• Spam Tickets

  Hi Team, Last week, we discovered hundreds of messages from our customers in the SPAM Tickets Folder! Zoho Desk is classifying these messages as spam without sending them to my agents. I have turned off the Zoho Support SPAM filter, but the issue persists.

• Effortless communication with individual contacts via WhatsApp messaging

  Dear Zoho Desk Users, We have brought the option to send a WhatsApp message to a contact under the list of quick actions for ease of access. Now, agents can click the dropdown arrow next to the plus sign (+) from the top panel or use the keyboard shortcut

• Defaulting to Search in All Departments

  The standard search for Desk defaults to a specific Department. You can broaden the results by switching to Search in All Departments, but this change doesn't persist. Is there a way to set 'All Departments' as the default search scope?

• Restrict and Enhanced Agent View Management in Zoho Desk

  Dear Zoho Desk Support, We are writing to request an enhancement to the agent view management feature within Zoho Desk. Currently, the platform lacks granular control over agent views, limiting an administrator’s ability to streamline workflows and ensure

• 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

• Ticket's reply via email

  Is it possible to reply a ticket via email instead of entering the ticket system ? Thanks

• Cannot create KB articles in Desk Sandbox

  I would like to test some knowledge base help center organization in the sandbox test environment. I can not add any articles because I cannot add any categories nor publish any articles in sandbox mode. When I attempt to create a category I get a notice

• Initialize ticket ID value

  Hello, I have a question: Could I initialize the ticket ID to a value? For example: "2014001" Best Regards.

• Custom Ticket ID format in Zoho Desk

  Hi @Ash | Zoho Desk , I just saw your response on this ticket https://help.zoho.com/portal/en/community/topic/custom-ticket-number-16-2-2018 regarding custom ticket id configuration in Zoho Desk but couldn't find same settings in my Desk account

• Custom Ticket Number

  Is it possible to set the ticket number to start from a custom value? For example we did trial testing and used ticket numbers #101 - #115. Would it be possible to roll out the program to the rest of our employees with ticket #1001?

• Custom Ticket ID's

  I would like the functionality to create custom ticket ID's within Zoho Desk. This would come in handy for sure

• Looking for best practices with regards to the formatting of articles

  We are very much struggling with the formatting of articles. Ideally we document everything in-house and then upload those documents to Zoho Desk Help Center or copy-paste the text into the editor, but bold text no longer looks bold; format of headings disappear, etc. Please share any best practices so the style of our documentation stays consistent, and we don't loose too much time on all of this. Also wondering how you easily export articles into one bundle, to turn into a user guide or sth? Thanks!

• Autocreating many Tickets, if client sends autoreply

  Hi, with subscription the invoices are automatically sent monthly. When the bill recipient is not in the office, the people often have an autoreply set in their email program. As a result, Zoho Desk is constantly creating e-mails as new tickets. The ticket

• Introducing Cliq Notifications for the Activities modules

  Hello everyone, The Zoho Desk - Zoho Cliq integration allows agents to get instant notifications when various actions are performed on a ticket, for example when a ticket is created, when the status is changed, a ticket is escalated, and so on through

• How to manage emails, Outlook and ticket

  Hi, We are using Outlook for our support@ email, and I want to move to Zoho Desk. We receive many emails, some automated, some from customers, and some calendar appointments. I guess we need to get used to utilizing Zoho Desk as our main email client,

• Introducing accessibility personas for an inclusive Zoho Desk experience 

  Dear Zoho Desk users, As part of our ongoing effort to make our platform accessible and user friendly to people from all walks of life, we have taken another step in alignment with the Web Content Accessibility Guidelines (WCAG) to provide a positive

• How do I setup receiving a notification when a new ticket is created?

  I have the free edition of Zoho Desk, and want to receive an email every time a contact/user submits a ticket.

• How to add subAccount in the account

  How to add account into account e.g   Tata Group  Master account Tata Trust                 Child Account Tata consultancy      Child Account Tata Infra                   Child Account and then i should be able to add contact with any of the accounts

• Auto Close a ticket

  Good day, I am looking for a way to close a ticket if there is no response from the customer for more than x hours. I have read various posts about supervision rules, but none fit the ultimate goal. The idea would be to create a rule. If a ticket is in

• Change the predefined email adress for answering tickets in Zoho Desk

  How can we change the predefined email adress for answering tickets in Zoho Desk? How can we asign different email adresses to diferent groups of Agents? Is it possible to autoselect the predefined email adress depending on a particular field of the

• NEW RESPONSE CLOSED TICKETS NOTIFICATIONS PROBLEM!!!!

  Dear All, We have a big problem with Zohodesk. As you know, when a ticket is closed, the customers can continue to reply to the same ticket via the same email chain. To be able to be aware of this situation, we have a Workflow rule to notify our agents

• Notification received when self-assigning tickets

  When I assign tickets in Zoho Desk the relevant agent gets a notification email. When assigning myself a ticket in Zoho Desk, I get a notification email. Now, as I am the person who assigned the ticket to myself, getting a notification in this regard

• Forwarding tickets on behalf of a customer (no ticket creation!)

  Hello, I am aware of the possibility to create a ticket in the name of another person (a customer). I wonder how I can manage the following situation. There is a customer ticket and I receive an email in my mailbox (not connected to Desk) and I want to

• 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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