Zoho Desk | Using Zoho Desk Comunidad

• Does Zoho Auto Save ticket information?

  When we fill out fields in a ticket or add a private comment to a ticket, it seems to require us to click Save. At any time does it "auto-save" what we've entered so that we don't have to remember to click save?

• Start Time / Stop Time

  We previously used Autotask for our ticketing system. It had a great feature for entering time, when you opened a request you could start a timer running, then while working on the ticket you would update the actions that you took, then close the timer.

• Zoho Desk not available in EMEA this morning

  Customers and agents unable to access the portal. Is there a problem with server, and what is the expected resolution? Thanks

• Bulk Redirecting Help Center URLs

  Hello, We are migrating our self-service portal to Zoho Desk from WordPress. We have a bunch of URLs of pages that need to be redirected to an article or a page in Help Centre. Is there a functionality to upload bulk URL to have it redirected? If, for

• Not able to create new custom module

  Hi, I'm not able to create new custom modules. I've the highest possible role and permissions. What could be the problem?

• Standard view for every agent

  Hello there, I am facing the following challenge. I would like to provide a standardised view for all agents. This view should not be editable by the user. It would be nice for the users if the tickets were divided into columns (like prio work mode).

• Best way to get ticket age in Zoho Desk excluding on hold duration

  Hi guys, would just like to ask the best way to get the age of a ticket already excluding the time when a ticket is on hold? For example a ticket filed on Jan 29, 2024 and it was closed on Feb 2, 2024 but it was put on hold from Jan 31-Feb 1, 2024 so

• Time in Help Desk

  Hello! I'm curious about how to adjust the time settings in my Help Desk. I've noticed that the timestamps on tickets don't match my current time. For instance, I received a ticket from a colleague at around 4 pm EST, but in the Help Desk, it shows as

• Copy SLA

  Hi, Is that possible to copy SLA in zoho support ? Julien Julien Grandjean Founder iDAYit www.idayit.com

• GET /api/v1/tickets/{ticket_id} not working

  I've a custom function which is perfectly working when I add a specific ticket id in the url: orgid = 2XXXXXXX; resp = invokeurl [ url :"https://desk.zoho.eu/api/v1/tickets/1XXXXXXXXXXXX" type :GET connection:"deskXXXX" ]; info resp; gcon = resp.getJson("description");

• Zoho Community posts marking as 'Answered'

  Namaskaram Zoho Community team,       Now the questions in Zoho Community have been marked as 'Answered' by Zoho Community team only. But it would be nice to having the ability to marked as 'Answered' by the owner of the question. So the others also can be understand which answer was suitable for that particular question. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers

• Custom function: set a ticket in the previous staus

  I am trying to write a workflow rule with a custom function. My rule work when on ticket in a particular status called "statusX" and when parricular field "cf_filedX" is edited. The custom function should update the ticket status from "statusX" to the

• Desk - Finance Integration: Initiate Inventory RMA from Desk

  It doesn't appear that with the current Zoho Finance integration with Zoho Desk that one can initiate an RMA for a customer. Am I missing something, or is this not a current feature? If this is currently not available, I would suggest that it should be

• Disabling email notifications for certain agents

  Is it possible to completely disable email notifications for some Agents, while keeping them having access to Tickets, Reports/Analytics, etc? I would like to give access to Zoho Desk content to some users within the company (management) without annoying them with a million emails. Hopefully I can accomplish that without having to ask them to do something themselves on their accounts.

• Account, Contact, and Product related ownership features

  It would be good if the ownership of a team, product and contact could be assigned to a team. This would allow more collaboration and more meaningful data within Zoho Desk. Currently, the default owner for these is the subscription owner, which is not

• Email notifications not being sent

  We turned on email notifications in the Notification Rules for the customer to receive an email when we receive a new request but no email is ever received by the customer. Is there something else that needs to be done? Our default department works fine

• Need help making a report and possibly a dashboard about First Response

  I would love a dashboard that showed how our first response time is on average, and the number of first responses within SLA per agent in another chart.

• Auto sorting tickets into folders/views

  Hi. I've tried looking for a solution to my question, but haven't found anything that quite answers what I'm trying to do. It's possible that it's not possible. See below... Info: Is there a way to have tickets go into folders/inboxes/views based on rules,

• Script to add value to a ticket's multi-select field if it is not already there

  Here's the scenario: Ticket layout has a multi-select field cf_resources_used with these options available as a start: L3, Cloud, Specialist. Its purpose is to help us track the resource(s) we consult with on a ticket. To consult with a resource, the

• How do I reference a custom Desk field in a PUT statement

  This works for any OOTB Desk field I try, such as "priority": resourceMap = map(); resourceMap.put("priority","Low"); zoho.desk.update(ORGID, "tickets",TicketID,resourceMap); But it doesn't work if I use this or any other custom field: resourceMap.put("cf_resources_used","L3");

• Does Load Balancing (Ticket Assignment) includes the number of closed tickets for the day?

  Hi, Just want to see if the load-based assignment counts the number of tickets closed by the agent for the day? Or does it only count the current open tickets the agent has?

• Zoho Desk : Reports - Tickets count metrics not getting the total # in a day

  Is there a workaround to get a final count of a ticket in a day regardless it was escalated aand move to other department per say that a ticket was escalated to a different team. Also if its on hold and moved to different department, the first dept. address

• Zoho desk ticket unassignment notification

  When a ticket is assigned to a person in charge, the system can send a notification, but is it possible to send a notification when the ticket is no longer assigned?

• Zoho desk mail channel

  Zoho desk can create tickets from routes such as web and mail, but is it possible to disable only the mail route?

• open reply mail message in new window

  Hello, Is it possible to open the email reply section in a new window instead of integrated to Desk? Thanks!

• Workflow field update overwriting value instead of adding value

  Hi, I have two workflows which are triggered when a ticket is created: 1) when the ticket description contains the word 'ziek', it should update the field 'Category' with the value 'Ziekmelding' 2) when the ticket description contains the word 'geld',

• 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

• Zoho desk not working

  We are using Zoho desk for last two years temporarily it’s stop working. Is any one at Qatar facing same issues

• Aprobaciones

  Hola buena tarde, sabrán cómo realizar aprobaciones sin necesidad de asignar el departamento a la persona o como poder ocultar los tickets de su visualización pero que pueda aprobar realizar las aprobaciones?

• Sort on ticket number not working anymore

  Hi all, From time to time i open the default 'all open ticket' list. Until last week i was able to sort the list on ticket number. Now, the little icon 'arrow down' isn't shown anymore so it's impossible to sort the list on ticket number. We can select

• opening wrong tickets after selecting ticket from list shown when search is used

  Hi all, We are experiencing the following issue: When we enter one or more words in the 'Search' entry box, a list pops up showing related tickets. When we select an entry from this pop-up list, a wrong ticket is shown. It seems like the url linked to

• Tags for New Tickets

  Hi there, When creating a new ticket, there is currently no way to choose a tag you would like to associate with the new ticket. Being able to associate a tag while creating a new ticket will be very beneficial as it will save time and flow well with

• ´´Send Email Reply´´ action does not work when the message body contains placeholders.

  Hi Community, I am working on a workflow where the Customer contact is notified via email when their ticket status goes On Hold. To do that, I chose the Send Email Reply action, and the minute I add a placeholder, the workflow does not work and the ticket´s

• Change Ticket Status on Reply

  Is it possible to change ticket status on reply?  I would like to be able to change the ticket status automatically from "Open" to "Awaiting Customer Response" when one of my agents responds to an email via the interface.

• Displaying Guided conversation and Chat on help portal

  Hi Team, is it possible to enable guided conversations and chat in the help portal? both of their floating button occupies the lower right part of the screen

• Zoho Desk non esclude l'orario non lavorativo

  Our static or customised Report, total resolution time, and also the sla , Zoho Desk doesn't exclude the no business time:  Our business time is 9.00 am - 6.00 pm. We have already opened another request three weeks ago  (without solutions) because also

• Zoho Desk Views

  Is there any way to adjust the views available in the help center?

• Cannot verify "from" email

  I cannot seem to be able to verify the "from email". I get an error every time: https://www.dropbox.com/s/gwnqat8z7p6lwch/Screenshot%202020-01-19%2015.30.14.png?dl=0

• Product List in Desk - sync with CRM

  Hi, I have Product Sync enabled in Desk with CRM. I have selected only certain products from a view I have created in CRM which is what I would like synchronised. However, all products from CRM are showing in the Product field in Desk. Some products are

• Require ticket resolution

  Hi Zoho team, Is there a way to require resolution even if an agent did not use a blueprint? for example, our blueprint has a "resolve" transition but what if agent revoked blueprint and manually set the status of ticket to closed? Is there a way where

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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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