Zoho Desk | Using Zoho Desk Comunidad

• Viewing tickets by incoming support email address

  OK so I'd like to view tickets by the incoming support email address so that I can decipher between company has emailed me. I have a set of 3 different support emails so company1 company2 etc etc. I'd like to create a view so that all the ones which have

• "For Agent-forwarded emails, use original sender as Contact" function

  Hello. I wanted to use the "For Agent-forwarded emails, use original sender as Contact" function, unfortunately it does not work.Tell me, what can I do wrong? I'm attaching screenshots.

• Edit the Reply template

  I have been looking all over and trying to figure out how to edit the reply temple to the customer. I ask because we need to edit the Subject line to match the email they receive after their initial contact. -- ie the Subject will say [XM #100] Your ticket

• Is there a way to color code desk tickets? Or distinguish the type?

  We get two kind of desk tickets but there's no way of telling which one they are unless you just read and know. I was wondering if there's any way to color code them?

• Changing the colour of the "View Ticket" link in email templates

  How can I change the colour associated with the placeholder ${Cases.SUPPORT_PORTAL_BUTTON} ? It's currently green and I need to change it to fit in with the branding of the rest of the desk

• Ticket description field

  Hi, I wanna know can we remove the editing option from ticket description field? I want to use simple plain text instead of editing options on the top to bold, color change, italic etc Thanks

• Pin comment to top of ticket

  Hello! I tend to leave comments on tickets I have open in Zoho Desk, but a lot of the times, I find myself having to comment down a "to do list" , which after emailing back and forth with users, I have to keep copying the comment to the top of the ticket.

• Sort by Ticket ID

  An agent swore that previously they were able to sort tickets in their table view by Ticket ID and that this functionality is no longer avaiable. I never experienced the functionality and was wondering if anyone has been able to sort by ticket ID? Tips

• Hello i need To Extract Only ticket Body text. how can i acheive this

  Hello Guyz! i am facing a issue on Zoho Desk in Ticket i want to integrate Zoho Task and Want the Ticket as Zoho Task Description. Any Guidence Please!

• Updates to Accessibility Controls in Our Help Desk!

  Hello everyone! Accessibility controls in Zoho Desk are essential tools designed to ensure that agents of all abilities can effectively engage with our platform. These controls play a crucial role in removing barriers and providing a seamless experience

• Enable Merging Tickets from Different Departments in "All Departments" View

  Dear Zoho Support Team, I'm writing to propose a new feature for Zoho desk: the ability to merge tickets from different departments within the "All Departments" view. Current Limitation: Currently, Zoho desk restricts merging tickets from within the "All

• Knowledge Base UI

  Hi,  How can i log into the Knowledge Base in Desk using the same user interface the customers see instead of the user interface agents see. We would like to use the knowledge base in Desk for more areas of our business, but the default view for agents isn't as intuitive as the customer view. How can our agents use the same view as the customers or can we use CSS to change the existing agent view? I can only see an option to customize the customer view, not the agent view. Customer View (this is

• Keep CC's on Forwarded emails

  Hi We have a common case where an agent receive an email from a customer into their private address. Then this agent forward the email to the DESK account and this raised a ticket associated to the customer account. But if the first email from the customer

• Request to Change Ticket Display Layout

  Hello Zoho Support, I hope this message finds you well. I am writing to request a change in the display layout of our ticket information within Zoho. Currently, the ticket information is displayed on the left side of the screen. However, for better visibility

• Contacts not displayed alphabetically

  Hi, so when I look at my customer list and I go to a specific letter, e.g. A, I get all the contacts who's first name starts with A. This is what I want. However, when I click the display all, they are shown in alphabetical order, but based on the last

• How can I use the ASAP chrome extension for multiple sites?

  I have an APP that uses subdomains to create customer accounts. For example one client subscribes to our platform. He creates an account hosted on companyname.myapp.com Then another client subscribes to our platform. His account is othercompanyname.myapp.com

• Push conversation to operator in guided conversations

  I really would like to push the conversation to an operator from a specific deppartment in guided conversations, just like Zobot in sales iq. It would help a lot. For me it does not make sense to use sales iq for messenger, instagram and others, because

• Hiding Agent Sign-In on Customer Portal

  Does Zoho Desk plan to introduce a feature to disable the Agent Sign-In Functionality on the Customer Portal? I don't really want my customers to know what platforms I am using. It looks unprofessional to me Also its called the customer portal for a reason,

• Hash removed from copying ticket ID

  Hi, Some of our team have reported that the # is no longer included when copying a ticket ID, is this something that has recently changed? Is there a setting that controls this?

• Zoho Desk feature for a customer so they can view all tickets entered across their company

  How do I accomplish the following? Let's say for example that for the ACME company, they have three people on the team entering tickets. Let's say we have bill@acme.com, hillary@acme.com, and jane@acme.com.  If Jane enters a ticket, is there a way so that Bill and Hillary can also see details of Jane's ticket? Thanks Glenn Goodrich

• Polish language

  Hi, I'm considering Zoho Desk as a helpdesk system for my company but the problem is that it has no polish translation. Do you have any plans to support it in the near feature? Best regards, Jacek

• Can Agents set their own personal notification preferences?

  I cannot find where Agents can set their own personal notification preferences. Some do not want to be notified every time a Team is assigned a ticket, or when comments are made. I can't turn this off globally because many Agents must be notified. Please

• Zoho Desk custom domain for customers only, agents using desk.zoho.eu?

  Hi, I would like to keep our helpdesk at helpdesk.mycompany.org, but access the desk as agent via desk.zoho.eu/agent/mycompany. I have at least one reason for it - when I have in Safari Prevent cross-site tracking on, telephony doesn't work. The log is

• Support Contracts with SLAs to specific subscriptions

  I have 2 main questions: 1. When I create a support contract for an account, I can associate an SLA and a product with that contract. I would like to know if it is possible to activate the SLA of this contract only when a ticket is opened that contains

• Arrow keys have stope working in the description Panel

  So weird little issue, when I am typing up a description in a time entry the arrow keys for left and right have stopped working I can still go up and down but side to side just does nothing, to my knowledge i have not changed anything but was wondering

• Extending multichannel support in Guided Conversations  

  Hello everyone! In this post, we will discuss the importance of creating GC flows for different channels. Guided Conversations are structured dialogues designed to assist users in achieving specific goals or tasks on a conversational interface. These

• Sharing tickets with externals to collaborate

  We have tried to find a no-code solution to share tickets with external 3rd parties for collaboration. Let's say our customer opened a ticket for a server problem and we want to "add" the manufacturer of the server for collaboration. We tried to forward

• Ability for Agent/Customers to Respond to Happiness Ratings

  We utilize Zoho Desk throughout our company - which means agents of one department are essentially customers of other departments. We recently implemented Customer Happiness ratings in our ‘closed’ email notifications. I’m now noticing that agents (regard

• Report on time from Ticket Open to Ticket Close

  We do not track the TIME ENTRY on each ticket, and want to create a report using the Ticket Created Time and the Ticket Closed Time to track the time spent on each different classification and per Agent.

• Create tickets on behalf of the sender while forwarding emails from a CONTACT

  I am aware of the setting "Create tickets on behalf of the sender while forwarding emails" however this only works when forwarding email from an Agent - is it possible to make this work when forwarding email from another contact to the desk? We use the help desk as an internal support helpdesk for our company so we often have the scenario  where emails are forwarded from one of the contacts to the support desk, the agent then changes the ticket contact to the original sender but the reply to address

• Adding Departments in Multi-brand Customer Support

  Hi, I would like to know if is possible add more than one department for each help center when I'm using Multi-brand ?

• Can you use variables in Desk specific views

  I would like to add a specific view to Desk that uses the loginuser variable. Is that possible?

• Add Knowledge base in our website

  Hello, We would like to pop only the knowledge base articles to show when a button clicked in our website. How we can achieve that?

• Custom text field for ticket classification

  Hi, Is there a way to include a custom text field when assigning classifications to Zoho tickets? We have 7-digit references we need to be able to include somehow in tickets for reporting purposes. This will help us classify tickets to individual customers.

• Is it posssible to add Asap Widget on Wordpress?

  I have tried to add the ASAP widget so users could iniciate chats and see the KB information but nothings seems to work. I have tried to add the script using a php snippet that adds the to the footers and also tried one for the header in the functio

• Multiple email addresses

  We have tickets that use the same e-mail address for multiple people in one office. When we create a account with that persons name and they share a e-mail address with another person in their office, we cannot input the e-mail address in to that persons

• Happiness Rating Multiple Emails

  Hi ZohoDesk support. We need assistance regarding the multiple emails we receive when we enable our Happiness Rating. Kindly advise on this please. Kindly refer to below and/or attached screenshot.

• Making one department's tickets availble to all end users

  I appriciate this request may be a very specific use-case, but here goes. My company will be using desk as an internal helpdesk for various departments (2 to start with) People (aka HR) Users will submit personal requests to the People team re pay/contracts/employment

• Comment Pinning

  Hi Zoho Community, We request to add this new feature - COMMENT PINNING. This will help us pin an important comment atop from incoming/outgoing threads instead of adding new comments that will be flooded with new threads. Looking forward from your updates.

• Hide WhatsApp Icon in Tickets

  How can I hide the WhatsApp icon in the Contact Info of a ticket? We do not use it and I don't want to confuse my agents.

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• 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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