Zoho Desk | Using Zoho Desk Comunidad

• Create tickets on behalf of the sender while forwarding emails

  So I was chatting with Rahul today, thanks for your help.  (You guys need to update your support page where it says manually entered tickets are set to unassigned. They are not, they are set to the logged in user but please make that an option to default always to unassigned.) Anyway, our sales and customer service team forward a lot of emails to our support department. Now that we are using Desk we want to just forward customer support requests there. However, we found that even if the support person

• Direct Assignment rules problem

  Hi, I transferred one of our address to zoho desk so it create a ticket. (this part works) Once arrived, I want the ticket to be assigned to one of our teams. So I created a direct assignment rules. Does not work. Where I did wrong? (see screenshoot)

• Extracting Zoho Desk ticket attachments

  Hi, What URLs should we use to extract/copy and load actual ticket attachments from Zoho Desk? We're able to query ticket details and attachment details from the Zoho Desk, and our next step would be to copy the attachments themselves. Thanks for advising

• Search Operators

  Can we add search operators to the desk search? Or the ability to refine a search with advanced filters?

• Agent Notification: Response from Contacts in the CC

  Hey, I have a use case for the notification being sent to Agent when multiple contacts in the ticket respond. Agent always gets email say Contact Person{Case.ContactName} who raised that ticket have responded to the ticket even if the second or third

• Email notifications does not state the correct sender if cc'd recipient has replied

  When I get email notifications from Desk when a customer has replied to a ticket, it always states the main customer has replied even if someone that was cc'd in actually replied. I will show an example here:- The below screenshot shows two notifications

• Setting the email subject when replying to a ticket?

  When we go to Tickets, click on one, and click on Reply... how do we customize the email subject line? We have our Shopify support forms routing to Zoho Desk, and it is less than ideal for customers to get emails titled things like "Re:[## 112 ##] New

• Serial Numbers In Zoho Desk

  We have a few products but each product shipped has a serial number that is unique to the customer that we use to see when that product was built, the specs for that product and how the product was built.  We do not want to create a product for each serial

• Introducing custom lookup fields in the Tickets, Contacts, and Accounts modules

  Hello all, We are excited to announce a new enhancement that will empower you to further customize the Tickets, Contacts, and Accounts modules. Now, you will be able to create custom lookup fields in your Tickets, Contacts, and Accounts layouts for more

• Link tickets to more than just a contact....

  We are currently using CRM for our property management business and are in the process of setting up Zoho Desk. The basic integration has been completed and we have modified the ticket layout in Desk. In CRM we have two custom modules called "Properties"

• How to post announcement to all users in help center (and send via email)

  Is there a way to post an announcement in the community and have it emailed to all users in a help center?

• Losing description after merging tickets

  Hello, We merge tickets when they are about the same topic from the same client. It happens sometimes. We recently noticed that after the merger only the description from the master ticket is left in a thread. And the slave-ticket description is erased.

• Zoho Desk Chat not showing up on my site

  Zoho Desk Chat is not showing on my site after everything worked great, this is the code showing up on my production env (anonymized): <script>var $zoho= $zoho || {livedesk:{values:{},ready:function(){}}};var d=document;s=d.createElement("script");s.type="text/javascript";s.defer=true;s.src="https://salesiq.zoho.com/support.private/float.ls?embedname=private";t=d.getElementsByTagName("script")[0];t.parentNode.insertBefore(s,t);</script>

• Zoho Desk - Customer Portal

  I have a software platform where users use the mail and password to sign in. Can I add customers with the same mails and password for the user to access with in the customer portal in Zoho desk. I can update password daily. So, 1. Is there a way to add/update

• Avoid reopening tickets from 'Thank you' or 'Postmaster undelivered' messages

  Hi, I'm getting several tickets reopened due to customers replying with thank you follow up emails and specially from 'Postmaster undelivered' since customers originally CC'd incorect email addresses and we accidentally reply to them when replying to

• Knowledge Base Accordion elements in HTML

  I am wanting to build up a user guide in your knowledge base using articles. I would like to use collapsible sections (accordions) elements in my pages to make the reading better. I have used Bootstrap Accordion before or looking for other types of Java Script I could embed in the HTML editor of articles. Is this possible?... any advanced plugins or other I can use to make more rich content in my articles?  

• Is it possible to notify a non-ticket owner agent (who has previously also replied to a ticket) when a user sends a response?

  User (our customer) sends a support request in. An agent replies - an automatically becomes the ticket owner. Another agent also replies The user replies A notification is sent BUT only to the owner agent. Can the user response notification ALSO be sent

• Zoho Desk and jira integration issue

  Hi Zoho support, May we ask for your assistance as we are encountering issue when we create JIRA issue via zoho desk please see screenshot below for reference error: "support.integ.jira.file.a.issue.problem"

• Agent on Holday

  Is it possible that if an Agent is on holiday, that tickets can be temporarily assigned or something similar to another agent or Team? So the Agent would amend a setting somewhere or mark himself on holiday somewhere and the reassignment or notification

• How to customise Authorisation Request email

  How do I access the template for the authorisation request section in blueprints ? When the email comes through it has no styling at all and could be mistaken for a phishing email Where can I change this as I can't find it in the Template section

• Flag/Set Mail as private afterwards

  Hi! Is it possible to flag or set a Mail after sending/receiving for example from an internal conversation to private to hide it in the help center. If this is not possible, why is this not possible. Sometimes it is necessary to flag/set an Mail to public,

• Zoho Desk - Account Owner bulk trasfer

  Hi guys, I have a Customer Success Manager who is leaving his job, i recruite a new CSM to replace him, On the old CSM agent , there are roughly 200 accounts (the clients he was managing), i want to bulk transfer the whole accounts from his account ownership

• Lookup field to be visible in help centre

  I'm building an internal helpdesk and want end users to be able to select their Line Manager from a lookup to the Contacts module.... I can create the module, but can't get it to be visisble in the Help Centre How can I do this ?

• Integrating Two-Way SMS Conversations via Twilio with Zoho Desk and Linking to Tickets

  I am looking to integrate two-way SMS conversations into Zoho Desk using Twilio. My objective is to enable our support agents to send and receive SMS messages directly within Zoho Desk, with all SMS communications linked to the corresponding tickets.

• Secondary email and ticket associates

  If a contact has a primary and secondary email under the Zoho desk accounts, do tickets get associated with them regardless of which email address they come in as? I was thinking of setting a contact primary email as: no-reply@example.com secondary email

• SMS Integration

  I'd like to add SMS capabilities for workflows on ticket escalations and internal notifications. there are a few different options. Any feedback on SMS people are using or what this community would recommend? We have Zoho One and are hoping to not add

• Auto-assignment of tickets based on CRM account owners in Zoho Desk

  Hi, I want to automatically assign tickets to specific support agents based on a clients CRM owner. So in Zoho CRM, each account has an owner (accountmanager). Each accountmanager has its own specific support agent. I want that when a contactperson of

• How to add ticket creator field in new ticket layout

  Hi, I want to add a field with 'Created by' which contains the name of the person who created the ticket. Is there a default field containing this data or should I create this field?

• Agents can create a single quote at the end of the month for all of a customer's tickets

  I would need to create a single quote containing all closed tickets for a single customer at the end of the month, what do you suggest I do?

• Deprecation of Basic Authentication in Exchange Online

  Hi, We've been made aware that MS will deprecate the use of the basic authentication with M O365. When this happens, we won't be able to use the SMTP settings in Zoho Desk, as this requires authentication by credentials. Are there any plans to enhance

• Enable Templates in Zoho Desk to allow attachments

  Currently Zoho CRM templates allow attachments to be added to those templates and when used, emails from these templates contain those attachments. IN Zoho DESK, there is currently NO way to add an attachment to a template. This seems bizarre. Please let me know if I'm just not seeing it. If there really is no way to do this, can you please create functionality to do so? We would like our emails that go out to client upon ticket creation to contain a one page PDF attachment...

• Issue with zDesk Ticket Searching

  Hi zDesk Team, I would like to request for your assistance on this annoying issue with desk. This has been going on since last week, I do have open tickets on my dashboard but some of them can't be search even keyword assoc to the ticket. Here's a sample

• How can i move multiple tickets to different department ?

  I have 10 Departments ( Regions ) in Zoho Support . i want to mote multiple tickets at once to another department.how can i achieve it?

• How to Change the Layout of an existing Contact?

  After creating a contact in Desk, you need to change the layout because the incorrect layout was selected during creation. Even though the field is Read/Write by an appropriate profile, the layout field is not able to be changed. Is this not possible?

• M365 Blocking emails from Zohodesk as Phishing

• How to attach existing invoice to a Zoho Desk ticket

  I have invoices already in Zoho Books but most recently I've setup Zoho Desk and imported all the previous tickets. How can I attach an existing invoice to it?

• Change Layout in Bulk

  Hello, I would like to know how I can change the layout of numerous tickets. I cannot change the layout via bulk update... We need to change about 500 tickets, how can we do that? Regards, Sven

• Setting Up Email Parser in Zoho Desk to Automate Ticket Assignment Based on Ticket# or PO#

  I need assistance with setting up an email parser in Zoho Desk. My goal is to automatically assign incoming emails to existing tickets by searching for either the ticket number (Ticket#) or purchase order number (PO#) in the email subject or body. If

• Zoho support - escalation not working

  Hi, I am using zoho support portal for our company ticket tracking and maintenance : 1. Intermediate replies considered as new ticket. 2. Escalation not happening - previously it worked. 3. Moderator doesnt recieve an intimation of new ticket in his email.

• Possible to Manually Activate a Customer?

  I have a customer who is getting the ticket notification emails but not the activation emails. This means that the tickets exist, but she can't log into the system to look at them because her account hasn't been activated. Is there a way I can manually

• 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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