Zoho Desk | Using Zoho Desk Comunidad

• Can not get Custom Module to show in Layout

  I have created a custom module called "systems" and have added it to my required layout. But I can not get it to actually display to the help center end users : If I click on the gear then there are no options for permissions, I've gone through all of

• Specifying Today in filter criteria

  In looking at custom views, I can't find a way to specify "today" (or now or whatever) as part of the filter criteria. My initial look suggests I can only hardcode a date. I found a post here that asked for this 6 years ago but nothing indicating this

• 400 Bad Request

  Dear Community,  While accessing the Zoho desk via my custom domain, The webpage returns with a 400 Bad Request error. Kindly, guide me to resolve this issue.  Best Regards, Manoj Kumar 

• Tickets not appearing without Refresh

  I have a user who is not getting tickets pushed to his account. He has to refresh the screen to get tickets

• Zoho Desk - Search Account

  Good morning, in Zoho Desk is possibile to show account address instead of phone number (img 2)? We have multiple account with same name and phone number is an useless information for identify right account, address is more usefull and a more readable

• ZOHO DESK guided conversation responses

  Hi I have been using a block with customer rating for our whatsapp integration. It works, customers can rate us... But what can I do with those ratings? Is there any way to link it to the actual customer satisfaction module? Or is there any way to have

• Getting a notification when a new article is being posted on KB (Knowledge base)

  Hello Community. I've been using Desk for some weeks now (with great pleasure ;-) ). I've been asked by my people if it was possible to get an email notification when a new article is being posted in the KB. Is that possible ? I don't see an option. Thanks

• Initiate meetings from the Tickets interface using Zoho Meeting extension

  Hi everyone! With the new integration between Zoho Meeting and Zoho Desk, you can now easily schedule and initiate meetings directly within the ticketing interface, without the hassle of switching between different platforms. This integration empowers

• Export blueprint as a high-resolution PDF or image file

  This would be a good feature for organizations that want to share the blueprint process with their employees but don't want them to have access to the blueprint in the system settings. At the moment all that users can do is screenshot the blueprint or

• Zoho - Please explain difference between Thread view and Conversation view on Ticket

  I have reviewed the help document here but am still not clear on the difference between the two views. As an example, I just had a back and forth on a ticket: - Customer emails support email. - I email back from Desk. - Customer responds back. - I email back from Desk. On the upper left drop down box on the ticket Zoho Desk now says this is "4 Threads" and "4 Conversations" . How is that 4 threads?? By my count it is 1 thread and 4 conversations (assuming by "conversation" Zoho means number of total

• Slow Ticket Creation

  Good Morning, We have 2 emails for Zoho desk support@ and logistics@ we are finding the logistics@ email keeps getting delayed tickets. Had a ticket time stamped 8:15 am but did not show up in Zoho Desk until 9:49 AM This is the second time we have had

• Cloning functionality - workflows, SLA and views and more....

  Hi team, There a many time consuming tasks and action in Zoho Desk that could be easily and dramatically improved with a clone functionality. Is there any feature in the roadmap on this at all?   Kind regards, Hasna Ben-Haddou Customer Experience Ma

• How to Calculate Ticket count?

  Dear ZohoSupport, We have SLA model like this; Customers can open ticket releated to their SLA packet, and SLA packet says that, for example this customer can open 30 tickets for 1 year, Customer has opened 10 ticket then we want to see that, "This customer

• custom modules export/import

  I have created custom modules in Zoho Desk. I would like to double-check that custom modules cannot use the export/import function? I cannot find my modules option in the options.

• Field Dependencies - Controlling child field display order

  Hello, I have two drop down fields on the Help Center ticket form and use a Field Dependency on the parent field, to control the child field contents. Initially, I assumed the child options I selected would just be displayed in the order I had them sorted

• View On list for client?

  Hi Newbie here investigating Zoho for our business. Is there a way to have a "view only" display for our customers to see a list of their current tickets? I am basically looking for a way to be able to report back to clients what the remaining Open tickets

• Desk doesn't work

  We're experiencing problems with Zoho Desk. Tickets load very slow or show an error page. We're also unable to perform actions such as assigning an agent and other fields, and replying on a ticket also doesn't work. Can someone have a look at this p

• Zoho Desk is down

  Hello, It looks like Zoho Desk is down (not loading). See screenshot below for reference.

• Delayed messages

  Hi everybody! I am testing Zoho desk under live conditions and I've noticed that messages somtimes are delayed for quite some time. While google mail forwards them without a problem, Zoho desk often seems to process them with quite some delay.  (Example

• users unable to view own tickets in help center

  Hi,   I am testing the self service help center in Zoho Desk. When user is logged in they have a button for submitting new tickets, but once the ticket is created there seems no way to see the ticket from the customer portal. I am always taken to the

• ZoHo Support | Duplicate Ticket Detection

  Hello, Is there any way Zoho can "read / detect" an already assigned ticket number in the subject header or body of the email? Example: Ticket [## 19662 ##] **URGENT** Ocean Quote - Normagroup Now, when someone who was in copy replies to this email or an RE: gets placed in the front of the email automatically via outlook, our system creates an entirely NEW ticket which is then prompting us to search our tickets for "similar tickets" to then merge them... We're spending a TON of time merging and at

• Including Signature while creating a ticket in Zoho Desk

  Hello, Is it possible to include the signature during the creation of the ticket? We have to copy the signature ourselves all the time! Thank you

• How to avoid reopening of tickets on customer response.

  Hello, I dont want a closed ticket to be reopened when the customer replies on it. Please help me to avoid this. Thank You.

• Create email template for all department

  Our objective: To utilize the same wording for all departments Currently: We have to individually edit each department's email template Question: Is there any easier way to edit email templates for all department?

• What does the Email online/offline toggle do?

  Can you explain what the Email online/offline toggle is for and does under a gents profile?

• Round Robin: Incoming tickets when agent queues are full

  Hi, We were testing Round Robin and noticed the following: If a ticket comes in and every agent's queue is full (i.e. their number of open tickets is equal to the threshold value), then the ticket remains unassigned. When an agent's queue opens up, the

• Ticket default footer

  It seems that the default footer in the ticket replies is "How would you rate our customer service?" I assume this is customizable but I can't figure out how

• Ticket Response template/snippet

  For a given ticket, there's activities. For tickets in my department I'd like those activities along with their completion status to auto-populate in the ticket body. In my use case, those activities will drive the progress of the ticket and for each

• Can an Advanced Web Form update an existing ticket in Zoho Desk?

  We are creating a blueprint for a process and after a certain transition we send the customer a notification that includes a link to an advanced web form.    Can we somehow get this advanced web form to update the existing ticket?    If not, how would

• Option to filter test tickets from Default ticket views

  Hi Team, Hope you're all well.  I was wondering if you would consider a feature on Default Ticket views: The option to filter out on some fields such as Subject or Account to start with? Right now all Default views ( see list below) are polluted with

• Search function not working in Zoho Desk

  Hi there, I'm finding the search function in Zoho desk is not showing all tickets related to search even though we know they are there. Potentially not picking up key words or searching through the whole database. Can this please be looked at by dev

• How to approve portal access requests

  Good Morning all, I cannot for the life of me find where to approve requests for portal access for users. Can someone please let me know where this is? Thank you

• How to search tickets using custom fields

  Hello everyone, I'm trying to use deluge on Zoho CRM to find all tickets from our customers. We identify they using a custom field on Zoho Desk called "id_ideris". Here's what I did: id_ideris = 13238; mp = Map(); submp = Map(); submp.put("cf_id_ideris",id_ideris.toString());

• Delay in Ticket showing on Zoho desk after notification of new ticket

  There have been delays between notification of a new ticket and it showing up in Zoho desk. Is this a known issue?

• Set tags and ticket informations for email tickets

  Hello everyone, Is it possible to define tags or other information for tickets opened via the email channel? For example: defining an email subject as "Some subject #tagNameA #tagNameB" could result in a ticket with the title "Some subject" and with two

• Allow Merging Tickets via Contacts and Accounts Modules

  Dear Zoho Support Team, I'm writing to request a new feature: the ability to merge tickets directly from the Contacts and Accounts modules in Zoho desk. Current Limitation: Currently, Zoho desk doesn't allow merging tickets from the Contacts and Accounts

• Exporting tickets

  I went to Setup -> Organization -> Import/Export in order to export tickets but found 2 issues: 1. The email body never gets exported. 2. There are some large numbers (like 5.57E+16) under certain columns of the exported CSV file. I could not find any export options. Please can you help with this?

• Custom contact field on the help center form

  Hello, I'm looking for a way to add a custom contact field to the help center form. How would I do this? Thank you in advance for the help! Kind regards, Luuk Schalk

• Get Info (alert) for SLA accounts when creating / editing a ticket

  Hi, I tried to program an info / alert, while creating or editing a ticket, when an account has an SLA. Since I couldn't find any relationship to the SLA database, I added a decision field to accounts. A workaround could be if the account also has products

• Can a client close a ticket from an auto response?

  Hi, We are looking to set up auto replies to customers when they raise a ticket. Within this reply we would like to include a link for the client to click if they need to close the ticket before we get back to them. This sometimes happens whereby the

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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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