Zoho Desk | Using Zoho Desk Comunidad

• change account of the ticket without changing the contact profile

  Sometimes third parties (such as accountants) send us e-mails regarding more than one of our customers (accounts).   To handle this, we need to be able to choose what account is related to a ticket, without changing the contact profile.   Do you have

• Unable to do multi-year reports or take a full ticket backup

  We simply need to export ALL the tickets on our Zoho Desk portal but are unable to. It is a basic GDPR requirement (UK Data processing) and we need to be able to do this by LAW. Another reason is that we sometimes need to see all tickets in one place

• Multiple Tickets from Same Contact

  Hi, We have noticed our customers sending multiple emails to us (multiple tickets created). If I have a ticket open in front of me. How can I check from the same view if there are more tickets from this user. Dinar

• Hide Default reports

  Hi.  I'm trying to hide the default reports so the team can see only the custom reports we made. How can I acomplish that?.  I know how to create a folder and assign permissions to it, but I can't (or don't know how to) do anything with the existing default

• Provide same functionality to CC field as for other ticket fields

  Issue I'm not able to do much with the CC field for Help center users, as it is a somewhat special field today. It is not visible amongst other ticket fields and it can only be activated at a specific place: Settings > Customization > General Settings

• Create an article template

  I have a question concern the Knolwedge Database from Zoho Desk. There is any possibility to create an article template ? Exemple of what I research : TODAY : I want to create a lot af articles with the same baseline > I create one article > I copy/paste the baseline from my article to another article > I repeat this operation WHAT I RESEARCH : I want to create a lot of article with the same basline > I create a template with "title, texte and tags" > When i want to create an article based on my

• Some tickets have a large amount of text in the Description field

  I recently noticed a phenomenon where some tickets have a large amount of text in the Description field, which appears to be email content. Some tickets have it, while others don't. It seems that this might be due to emails with excessively long content?

• Sync Lookup Fields from Zoho CRM

  HI Team, I have synced a lookup field from my CRM data to Campaigns. When I view the synced data the field appears to display a Zoho CRM record ID rather than the text value. Is it possible to get the sync to import the text value rather than the CRM

• Explore ticket extensions conveniently using the extension starter pack

  Hello everyone! Navigating through different pages to find the right extension for different ticket management activities can be a bit inconvenient. It can also be challenging for new users to pick the right extension for their requirements. For example,

• SPAM Filter cleanup

  I was under the impression that the SPAM filter would automatically clear itself, however re-reading the message it says: What does this mean? How often does this get emptied automatically?

• Unable to Process your Request

  Guys, I am having the following issue in all the workstations

• Automatically moves tickets to another department

  Hi, Are we able to set an automatic workflow to move tickets to another department? I've tried workflow and the list of actions does not provide "moves ticket". The closest I get is "share ticket" but this action doesn't show/moves the ticket at the relevant

• Trying to setup automation for filling up timelogs into zoho-people

  Hi Team, We are licensed user of zoho desk and willing to automate timesheet filling using postman or any other client which would take input from one form or file and Add time logs and saves it for further verification and submission. I was refering

• Zoho Desk Themes

  Are there any zoho desk portal themes? This is something the likes of Zendesk and FreshDesk seem to offer. Thanks

• Zoho Desk slow when running custom report with large number of columns

  I have a custom report with 95 columns that often refuses to load and maxes out the page memory very frequently making it almost unusable except with a lot of patience and refreshing the cache every time I try to export 2,000 rows. The report generated

• Multiple "From address"

  Our company has 2 support team mailing lists. Can we register 2 "From address" ?

• Category and Sub-Category not mandatory on pre-created ticket

  Hi, We have our support email address that is automatically forwarded to Zoho Desk so it automatically creates a ticket for each email. The issue I'm having is that these tickets can then be closed without having a Category or Sub-Category set, despite

• Setting a default from address per team

  Hi, We have setup 2 teams within 1 department. We have also setup 2 "from" email addresses. I would like to setup the system so that each team sends from it's own "from" address. Can someone tell me how to set this up? Agents can select the "from" address

• Forward - no Ticket Number

  Hello, when I send an email to Zoho Desk via Reply or Reply All, the ticket number is in the subject line. But if I use forward then not. Is there an option to change this? We often forward e-mails and a reply to this will of course create a new ticket

• Implement JWT Authentication Mechanism for Help Center

  Hello everyone! This feature is released in a phased manner and will be available only to those who request for it. To request early access, click the registration link and provide your details. We will enable the feature for your Desk account. In the

• How Do I Add a Tag to Multiple Tickets?

  I'd like to be able to select multiple tickets and apply the same tag to all of them, but I don't see any way to do that. Is this possible? Thanks, Celeste

• zoho desk ticket permission issues

  If I want to set up a desk account for sales, with the purpose of allowing them to see the status of tickets opened by contacts they are responsible for, how should I divide the permissions? Because no matter how I adjust the sales settings, they may

• Different Ticket Templates

  When will it be possible to have multiple ticket templates / layouts?  We different types of requests that require us to collect different types of data. Some fields on some tickets would not be relevant for other types of support requests. We do not want to flood the ticket with fields to cover every kind of support request. It would be really helpful to be able to customize a ticket template or layout depending on the kind of service request.

• Enhance data security with standard field encryption

  Hello everyone! This feature is being released in a phased manner and is currently available upon request. To request early access, click the registration link and provide your details. We will enable the feature for your Desk account. In an age where

• How to Show Full Email Thread By Default?

  I have a filter set up to forward emails to Zoho Desk. Right now many of them are coming in with the main content of the email hidden until I click on the little button with three dots. I would like entire email thread to be shown by default so that I

• Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente

  Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente! Isso é ruim pois so,os em 5 agentes e o cliente fica sem saber com quem ele está falando, pois tentei procurar configurações que pudessem ter esta opção, mas até então não encontrei.

• zoho desk Deluge question

  I tried to update the Email Content to a Ticket and write to custom fields, which went relatively smoothly. However, I encountered the following issues: 1.I managed to extract the contact person's email from the email content. How can I use the contact

• Links in Ticket Aren't Clickable

  Sometimes the links in my ticket (created from an email) do not open when I click on them. I have to copy and paste the URLs into my browser in order to follow the links. When I view the email in Zoho Mail, the links are formatted as links and I can click

• Link an existing Asana ticket to Zoho

  i would like to add/link an existing asana ticket to a new ticket in Zoho Desk. How can i link those too?

• No "ticket updated" email notifications received by client?

  With an existing ticket, when an agent updated the ticket, I'd like the system to send an email notification to the client and let him know that the ticket has been updated. That's all. Sounds simple but I have not been able to figure out how to do it. In Setup-->Notify, there are only notification options for "public comment". My issue is that when an agent responds to an ticket via email, it is treated as "reply", not a "comment". Hence no notification is generated. My ask is simple - How can I

• Blueprint not working.

  Is there some issue going on? I'm not able to work on the ticket per the blueprint, as soon as I assign the ticket to me, the screen freezes. Setup is>> New Ticket>>Blueprint(Assing)>>In progress>>Blueprint(Comment). Not working while assigning the ticket

• Reply ticket without quoting

  Hi! Is it possible to reply a ticket without quoting? Thanks!

• Disallow CLOSE ticket if fields not selected

  I want to disallow closing a ticket if the agent did not select response for other fields. Is there a way to do this?

• Agent Status as Criteria

  It has come up several times where we need to create a workflow on agent status. However, there does not exist a criteria in any of the rules such as Workflow or Supervise. Why is this needed? Because agents are human beings and not machines. They forget

• Can you create an email distribution list in Zoho Desk?

  When replying to tickets in Zoho Desk is there a way to create a distribution list? So I could reply to a ticket with a single email address and have that go to multiple people? So I don't have to put in each email address individually.

• CC at Desk create uncomplete Contacts on CRM

  Hello everyone! I'm encountering an issue with contact synchronization between Zoho CRM and Zoho Desk. Once the feature to add secondary contacts to tickets in CC is enabled, I notice that it's creating Contacts in Zoho CRM for all the emails that are

• Unique Support Portal

  Hello Zoho Desk Support Team, My company offers five distinct products, each with its own user base and requiring unique support resources. I'd like to inquire about the possibility of creating separate support URLs and landing pages for each product

• Changing Reply Subject Line (Tickets)

  Is there a way to change the Subject Line for Ticket Responses? (As seen Below) We're seeking to have it reflect Case ID: before the Ticket No.

• DESK TICKET layout setting

  I added a department in DESK, but I don’t need this department to have the TICKET layout. The system default does not allow me to close it. What should I do to prevent it from being displayed?

• hidden ticket id

  Is it possible not to show the ticket id in the subject of the messages?

• 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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