Zoho Desk | Using Zoho Desk Comunidad

• Followed Tickets view

  Hello, following a ticket makes no sense at all / offers no additional value.... Of course I can install and use the add-on My Followed Tickets for Zoho Desk, but what does it do for me? Not much! It cannot be used across departments! The range of functions

• Is there a way to combine an Agent's view to show their assigned tickets AND their assigned tasks?

  I want my agents to have one place to work from that shows them both their assigned tickets and their assigned tasks. We have found that agents must remember to look at the Task module and solely look in their ticket module. Do you have any suggestions

• Pulling in fields as view only in tickets

  Hi! We have added a custom field in the Customers module (customer ID). We want to be able to fill in customer ID from our external database and have that customer ID pull into the ticket as view only. Example: Customer Christy Smith has Customer ID 00112233

• Tracking serial number of the product sold in ZOHO support ?

  Is there any way in keeping a record of the support calls for a particular product by its serial number? This is particularly important when the same company(user) may have multiple quantity of the same product and a particular piece identified by its serial number may be having repeated support requirements. Related to this requirement is the need to track the warranty period for a particular machine identified by its serial number, as well as Preventive maintenance requirement, AMC renewals etc.,

• Add marketplace extensions during blueprint transition

  Hello everyone, In the dynamic world of support services, the concept of blueprints plays a pivotal role. A Blueprint serves as a go-to platform, facilitating the visualization and customization of workflows to seamlessly align with specific customer

• Is there a way to manually add a Desk Contact to CRM?

  Is there a way I can manually create a CRM contact from a DESK ticket? I currently have the one way sync currently set up from CRM to DESK but I don't want to turn on the two sync because I don't want every DESK contact to flow into CRM. Thanks!

• Function to Manually Upload Contact to CRM

  Guys, I've tried the two-way sync between Desk and CRM but it's just uploading too much bad data to CRM. We've tried implementing several review processes in CRM but end up spending more time cleaning than we would spend manually adding the records. So, I have disabled two-way sync and am now using sync CRM to DESK only. However, it would be helpful for us to have the option to push contacts/accounts to CRM manually and on a case by case basis.  Does someone have a function I could use to upload

• Facing WhatsApp live chat session issue for zoho desk

  Currently facing issue related to the WhatsApp live chat session in Zoho Desk. Specifically, unable to receive whatsapp messages. Also, reviewed the configurations on both Mac and Windows platforms, checked on different browser. To further investigate,

• Retain information of the ticket when ticket is moved to another department

  Hi Team,  Is it possible to retain the information of ticket when moving the ticket from one department to another ? The things that I would at least expect to stay with is the "ticket owner" and "status of the ticket".  At the moment when I move the

• Email Notification text Hidden

  When my CRM sends us a new lead notification into desk, everything after the first sentence is collapsed and you have to click on the 3 dots to see the content of the email. See Below....  Any idea what I can do to fix this?

• Knowledge Base 'Recent Articles': show less Articles

  Hi Zoho, is it possible to limit the number of articles displayed in the "Recent Articles" Widget? Right now it is 5, we'd like to display only 3. We will not upload too many articles in the near future, so old articles will always remain in the "Recent

• Contacts View

  Hi, I am setting up Zoho Desk with the CRM integration because Desks Twilio integration is much better than CRM. I was able to set up the two way sync and import my CRM contacts, however I am not able to filter my leads with a 'Contacts View'. When creating

• Archive Tickets

  Hello, As an Admin user, I can search for tickets in the search functionality, but those that are archived only appear if i click to search in 'all modules' rather than 'tickets'. One of my colleagues who is an Agent doesn't have the option to search

• DESK Customers issus

  I don't want anyone to see the POTENTIALS section in DESK Where can I turn it off?

• How do I deactivate email notifications for support tickets?

  Hi, I have an account as an agent for my company. Right now I get emails for all support tickets, but I don't need these - I just work on the Knowledge Base. How do I unsubscribe from email notifications for tickets? Thanks.

• Developer Environment?

  Hello! Quick question, I couldn't find it anywhere but is there any form of development environment in which I can test stuff before I apply them to a production environment?

• Does Zoho Desk have a Dev instance?

  I'm coming from a ServiceNow Team into Zoho Desk. ServiceNow had a Developer Instance that we would configure and test, before moving it into Production Instance. Does Zoho Desk offer this? If I'm working on a trigger or workflow, I don't want to disrupt

• Desk Sandbox

  Hello folks, As most of main Zoho software (CRM, Creator...) have a sandbox account. How feasible Desk will have the same in a short coming time? Is it an option in development? Thanks!

• Test/sandbox/staging environment for Zoho Desk

  Hi there, My company is using Zoho Desk and also the API for Zoho Desk for some internally developed features. Currently, we have a dummy department "Test" to help test our features and interactions with Zoho Desk's API before integrating a new feature.

• How to change the time zone for dates in email template placeholders?

  Hi, We have enabled some email notifications on specific actions such as "mentioned in a comment". This uses the default email template provided in Desk, which contains the datetime placeholder "Case.Recent Comment Time". The problem is that this placeholder

• How to create a Deal in CRM from a Desk ticket linked to same Account and same Contact of Zoho Desk ticket

  I know that there is this topic: https://help.zoho.com/portal/en/community/topic/automation-9-convert-zoho-desk-tickets-to-new-deals-in-zoho-crm But I would like that the function search for a correspondence between the ticket email equal to the CRM contact

• Asterisk phonebridge outbound click-to-call error

  I have installed the Asterisk Phonebrige and connected it to Asterisk Manager. Successfully received inbound call pop-up on Zoho desk. But when I'm trying outbound call, the Zoho/ztiadapter said: INFO: Inform Asterisk to Make Call ================= toNumber=

• Being able to see if a user is on a ticket prior to opening ticket

  Some of our groups do not use auto-assignment so we would like the ability to see if someone else is IN a ticket from the Classic/Compact/Table View main screen.

• Contacts permission control in Desk

  In CRM, Can use the organization to access the contact's permission control. The creator can only see his own data. I would like to ask if this permission control function can also be achieved in Desk and how to achieve it.

• Jira integration, not all statusses seem to be synched

  Hi There! A lot of things have changed since we last spoke about the Jira integration. It works so much better and almost in a perfect wat for us. Our setup is as follows: - We link a Desk ticket that needs bugfixing to a ticket in Jira - In Marketplace,

• Mark ticket as private inside a public department (activated helpcenter)

  Hello, sometimes you work on tasks that should be linked to a customer, but this specific customer should not see the tickets in the portal. Currently, the following cannot be achieved: -> leave the ticket in the department -> keep the link to the contact

• Is it possible to customize the resolution tab of Requests

  We would like to be able to have pick lists for resolution so that we can easily pull the data for later analysis. Free-text is much harder to aggregate data from. Is this possible, or could it be possible with some small changes?

• Adding a profile photo to a Support Agent profile

  I have looked everywhere to find how to add a profile image to my Support Agent profile. I have one for my Zoho main account but it is not pulling through to my Agent account. I have gone to the every account location I can find, and nothing. There is

• I need a historical report to find out who works tickets on Mondays

  Hi I'm having some issues understanding how to create a report in ZD. We're smaller company and the first hour of everyone's Monday is spent answering tickets. The person assigns the ticket to themself, answers the customer, sets the ticket to closed,

• How to change E-Mail-Address of Zoho Community account

  Hello there, I couldn't find a general area where I could have asked my question. So I'll just ask my question here in the CRM area. If there is a suitable general community area, please move it there. I would like to change the email of my Zoho Community

• How do you schedule an email in Desk to be sent later?

  Often times I write an email after business hours and want it sent in the morning during busienss hours. I use GMail's send later feature for this. I'm trying out Zoho Desk and am not finding this feature. Does this exist? If so, can someone explain to

• Limited Contacts view

  Hello everyone, We're working on improving agent productivity for situations where we use limited access profiles to manage a specific set of tickets. Ideally, we'd like to filter the contacts list to show only contacts related to their currently assigned

• Turn off tickets

  Hello I would like to enable the 'Knowledge Base' as a reference guide, however, we do not use ticketing so need to disable all ticket options? Claire

• How to add additional contact fields to add ticket form in help center?

  The default add ticket form in the help center accepts the customer name and email (contact fields) and of course, the related ticket information. When the ticket is submitted, a contact is created with the name and email, the ticket is created with its

• CC Field not showing in left pane for Agents on Help Desk Tickets

  Hello, In the previous version of Zoho Desk, help desk agents were able to easily add more people on to the ticket by using the CC field in the ticket properties pane on the left side. My boss has not switched over to the newer view style and still sees

• What is a valid category name?

  I'm trying to organize my KB and entered the name of a Sub Section as "Actions Tab" and received the following error in red: 'Please enter a valid name'. I need some direction as to what's wrong with that name. Please help.

• WhatsApp message after the weekend

  Hi, We've received a WhatsApp message on 24 feb. One minute after this message, our automatic response was send to this person. However, when we want to pick up this conversation today (so after the weekend), we are not able to send a message. How can

• Time Entry Macro

  Is there a macro (or a way to set one up) that we can use to more easily put in time for tickets rather than having to go to a different tab, then switch back to the "Conversation" tab in order to close the ticket? My manager used to use a program at a previous company that they would simply press: "+Xm" to put in time for "Minutes" or "+Xh" for hours. (ex: +5m for 5 minutes, or +2h for 2 hours).

• Hide "All product" tab from product filed

  Is there a way to hide "all product" tab when a user open a ticket? I wold like that a user could decide between related product of his Account.

• Is there a way to add more than 1 contact email to a ticket?

  Our customer want to have several persons being notified about the ticket once created and to follow the progress during the resolution. Is there a way to have more than 1 email address being used to communicate with our contact?

• 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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