Zoho Desk | Using Zoho Desk Comunidad

• Zoho Desk Not sending or receiving emails

  We have had over 6 hours of consistant issues sending emails out via zoho desk. Nothing is going out. Also, all incoming mail seems to be giving us the same prompt "content not available, try again later". How can a service be down for 6+ hours? This

• How To: Ticket Status Updates via E-Mail reply

  Hey Zoho Community! 🌟 I've developed a custom function to make my ticket management a breeze, and I thought it might be handy for you too. Let's dive into how this function can simplify your ticket workflow. What's the Buzz? Picture this: Your emails

• Auto Assign "Non Billable" in workflow

  Good day, is there a way to auto-assign a ticket in a workflow to "Non-Billable" We receive a large no of alert tickets from various devices, we have a workflow that auto-assigns the ticket to tech and auto-closes the ticket, since these are only alerts

• Deduplicating Products

  Hello, Is there a possibility to deduplicate Products (as for contacts deduplication)? Could that be done using a function ? I've over 10K records to depuplicate. Thanks !

• Audit Log is Blank?

  Hello! I love the new Audit log idea but I can't figure out what is supposed to show in the audit log. Mine is blank but I thought it was supposed to show all changes made in my help desk including configuration changes, permissions, layout modifications,

• Pulling Reports from Zoho Desk Customer Profiles

  Hello. I'm wondering if there a way to pull a report from the Customer Tab in Zoho Desk. Once you click into the Customer, then Time Entry, it provides all billable times. This would be a super fast way to filter by Date range, and simply pull the relevant

• "Are you an Agent?" - Can't remove this?

  On the page for Zoho desk signin linked to our website, their is a link in the right panel that provides the ability for - a new user to sign up - a user to say they forgot their password - an Agent login How do I remove the "Are you an Agent? - Login

• Hiding old CRM Contacts in Desk

  I have an issue with contacts in Desk.   We sync contacts from CRM with DESK and we have old contacts, eg staff members that have left businesses.  The issue is when adding a ticket (most of our tickets are raised over the phone), staff sometimes pick

• Zoho Desk Contact properties question

  I'm using The Zoho CRM integration to synchronize Zoho CRM with Zoho Desk's Contact data. The synchronization process is successful without any issues. However, after the synchronization, the Contact Owner in the Contact properties displays the same group

• Zoho Support Display Preferences - Records Per Page

  Hi, We are finding that when we change the "Records Per Page" drop-down menu to 50, it repeatedly defaults back to 10 requests per page. Is this just broken? Is there another way to set the default number of Requests to show on a given screen? Thanks,

• How best to create tickets as an agent to request a response from the client?

  In my business I have two ways of using the ticket system: 1) The "normal" way where my clients generate a ticket about some issue they have. This is the standard way all ticketing systems work. No problem here. 2) If I find an issue with the client's

• Ideas for Getting People to Sign-Up to the Community & Tracking/Engagement Integrations

  I'd love thoughts on getting people to sign up specifically to the community (since they need to create a login) and if there are other tools that integrate specifically with Zoho to help track and engage users? The current tools are a bit limiting and

• Mail bounced as spam

  Hi, I have configured a redirection from a distribution list to the email adresse of zohodesk but some of the incoming emails are rejected (bounced) by the zohodesk server as spam. They are rejected before entering in zoho desk. I have tried disabling

• Is there a ZoHo workflow criteria field for a customer's most recent email response?

  Hello All, I'm looking to build a ZoHo workflow (in Zoho Desk) that would search specific keywords within a customer's most recent email reply to a ZoHo ticket. Assuming it should trigger upon a customer reply. But under criteria (TICKETS), I don't see

• audit logs

  Zoho Support could have an audit log for Configuration changes, so that we can know which admin users made what changes to the system's configuration. Please consider.

• Add and Track Pre-Paid Support Time in Zoho Desk or Books

  Hello, I was wondering if there is a way to have something add and track Pre-Paid Support, and alerts me if the customer has credit left? I provide 1hr Pre-Paid Remote Support. And when I do, say, a 30min session, I need to have the Customer have that

• Do contracts support prepaid blocks of time?

  We have a need to create prepaid blocks of time and track them. Can ZoHo Support or any other ZoHo product provide this? Thanks, Sean

• Contracts as Prepaid blocks of time

  Does the Zoho Support tool or any other Zoho product support prepaid blocks of time. For example if a client purchases 10 hours of support services, then we would like to deduct time used from that block of time. Then as the time is exhausted, or more

• Adding Custom lookup fields in ticket creation (Zoho DESK)

  Hi everybody!: From my experience, i see that when creating a Ticket in Zoho DESK, the form uses the fields Contact name, Email and Telephone as lookup fields. This works fine but in not-so-developed countries like Paraguay (where i live) we use the Document

• Lookup Fields in Desk

  I would like to create a custom lookup field in Desk to look at contracts in Desk - can' seem to create a custom look up field.

• Custom Lookup field Zoho DESK ticket

  Our use case is the following: When agents take a call and open a new support desk ticket, our customers have a client ID which is a 3-4 digit number. We want to lookup the CLIENT ID number so it populates the account name, if we do lookup for account

• Turn off notification new whatsapp conversation

  Hi, How can I turn off this notification I get when someone starts a new whatsapp conversation?

• Field Dependency rules based on multi-select picklist

  Hi, Is it possible to create field dependency rules based on a multi-select picklist field?

• Frustrated by support for Whatsapp in Zohodesk

  I am posting here in the hope of hearing from someone at Zoho. Recently, we attempted to integrate our Whatsapp in Zohodesk. Working with the support team, we successfully completed the verification process to migrate our number into Zohodesk last week,

• Schedule response to customer in Zoho Support

  A lot of time we receive a ticket, and would want to respond to it immediately, but in an effort to stick with our SLA, we respond, and save the draft, to send at a later time. Unfortunately, in a lot cases, at that "later" time, we forget to send that

• Schedule email response from Zoho Desk

  Would like to schedule responses to tickets opened by customers to be sent at their morning time. Is this possible?

• Zoho Desk, Customer Hapiness rating

  Hello, is it possible to remove the smileys from the Edit Rating ? So when the mail is sent, it will just send text, without pictures (as in the Zoho support's mail). Thanks!

• task flow from Desk to Projects

  Hi, we are using Zoho Desk and Zoho Projects to manage and resolve customer support tickets. New ticket come in via Desk, after qualification and review, the ticket gets moved to Zoho Projects. In order to do this, a task in Desk has to be created. so

• Knowledge Management with Zoho Desk - Upcoming Webinar - Register Now

  Hello all, We are gearing up for our eighth session in the webinar series. Webinar Topic: Knowledge Management with Zoho Desk Date & Time (PST): December 13, 2023, at 11:00 am | Registration Link: https://zurl.co/iUHQ (IST): December 13, 2023, at 11:00

• Email Ticket

  Is there a way i can create a rule to have the system forward a ticket to an email after creation based on the subject? Thanks Rudy

• Contact Name - First and Last Name

  I've enabled integration between CRM and Desk and so far, this seems to work fine. This syncs contact first and last name in Desk with contact first and last name in CRM. Problem I am experiencing is that when in DESK a new contact is created on incoming emails, it puts first and last name combined in the last name field. So - if name is John Smith, it creates a record with first name = empty and last name = John Smith.  This creates a lot of data maintenance which I want to avoid. Is there a setting

• Notification to customers when I use a Zoho function

  Hi all, I tried searching the community but couldn't find anything about it. I noticed that the customer receives the notification of reopening the old ticket but does not receive the notification of opening a new ticket when I use the function: "separate

• More Improvements for Ticket History

  Please improve the ticket history it is tough to navigate - Include full time stamps, relative time stamps aren't as easy to work with or helpful when you're trying to look for exactly when something occurred. - Allow Time/Date filters

• From Address verification is not working

  Just a heads up that the verification process for New From Addresses is not working - no verification email is sent. I have confirm with Zoho Desk Support that this is a known issue that is apparently being looked at by the developers. It would be nice

• Enable bulk actions on archived tickets

  Hi, As per the presentation of the Bulk Action (https://help.zoho.com/portal/en/kb/desk/for-agents/articles/performing-bulk-updates-in-zoho-desk), it is not possible to perform bulk actions on some specific views. I don't really understand this restriction,

• Live Chat in Zoho support

  What is the difference and similarity between the live chat feature in Zoho Support and Live Desk?

• Exposing endpoint in extension

  Hi Team, Is it possible to expose an endpoint from extension such that I can send payload to extension from an external service ? If not , can you help me with the workaround ?

• Obtain address fields from contacts in ticket

  I need to be able to filter tickets by customer address. I have a Desk - CRM integration and can see from within Desk the address data from both contacts a accounts. I have created new address fields in Desk and would like this fields to be populated

• Converting a Ticket from Desk to Projects, without creating a Task in Desk

  Hi, we have Zoho Desk and Zoho Projects in place. Customers submit tickets on Zoho Desk, after reviewing they are to be converted to a Task in Zoho Projects, and associated to the relevant project. We dont use tasks in Zoho Desk, and unfortunately cant

• Feature Request - Best Practices - Bulk-edit & Mass Reply

  Use-case Support Best-Practices Most support ticket tools have the capability to mass-reply to tickets, for the use-case of when there is a mass-issue. This is particularly necessary for any organizations that from time-to-time experience complications,

• 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

• Top Contributors

• Shivani | Zoho Desk

  

• Stephen

• Nathan

• MarieLa

• Ezekiel