Zoho Desk | Using Zoho Desk Comunidad

• Customize forum status

  Hi there, It would be great if we can customize the forum status (just like ticket status).  Kind regards. Helen

• Filter to Prevent Automatic Response When Email is from a Specific Address

  Hello, Is it possible to create a filter or rule that if an inquiry is sent from a specific email address, an automatic response will not be sent? Sometimes I send a message to support from ZOHO BUG TRACKER, and I do not want to receive an automatic reply

• Filtering Spam Inquiries from Facebook

  Hello, Recently, we have been receiving numerous spam inquiries from Facebook, falsely claiming to represent others and threatening us with supposed rights violations and the like. The issue is that these messages come from different profiles each time.

• Unable to Switch to 'Table View' in Zoho

  Good Morning, This issue just started happening today. But when i initally logged into Zoho, mt default view was in 'Table View' and would not load the page no matter what I tried. What I tired to remedy the issue: Cleared cache and cookies (Chrome) Tried

• Starting From Scratch

  I took over the service desk that uses zoho desk, I notice that there are lots of tickets that are garbage which affects the overall ticket metrics such as average response time and 1st response time. Is there a way to start from clean slate like a reset

• See last login or activity date from Agent

  Hi, is there the possibility to list all agents by their last login or last activity? We plan to roll out zoho for 70+ people including our subsidiaries and we want to check on regularity basis if an agent is active or not. Is this possible and how can

• How to do JWT authentication for non-zoho user?

  Hello,  I would like to use Zoho desk full support with chat, knowledge base, My Tickets and Create tickets types.  As per documentation, it says using "Anonymous" user only submit ticket, can not view ticket history.  So we have tried with JWT authentication

• Regarding Desk and Zoho Books integration

  I have the Zoho Desk and Zoho Books integration turned on. I use both extensively. But I don't think the Integration between the two does what I want it to do. Currently, from Zoho Desk, within a ticket, you can create a new Invoice in Books. That is

• Access relationship information (parentId, childId list) [Parent-child Ticketing Extension for Zoho Desk]

  Hello, we are using the official Zoho extension Parent-child Ticketing and were very surprised that it is not possible to access the data. In my opinion, it is an essential requirement to be able to access the link information. However, you can only see

• Is it possible to link requests?

  I am currently evaluating Zoho Support. In order to resolve our Customer Support requests, we need to be able to communicate with 3rd parties - such as partner organisations or suppliers. These communications need to be: - recorded in the helpdesk system,

• How to link or relate tickets?

  How to link two or more tickets with the same resolution?

• Mass response from Parent ticket

  Good Afternoon, I am highly anticipating the release of the Parent Child Ticket extension for African users. As this extension would be extremely beneficial for our service desk in the linking of child tickets to the main parent ticket. If you consider

• Parent ticket or Case

  We have a gateway, that if down, will affect different clients. I am wondering is there a way to group or classify tickets based upon a particular centralised or common issue. They should all be resolved once the root cause problem (Gateway restored for

• Linking Tickets

  Hello, within our organization we often receive email quotes request from our customers/end users. We then take that information and send out email request to several different service providers ( all different email chains). is there a way to link the

• Get parent element ID [Parent-child Ticketing Extension for Zoho Desk]

  Hello, we would like to use the Parent-child Ticketing Extension for Zoho Desk but apparently there is no way to get the parent element. Of course you can see in the ticket detail view to which parent element a certain ticket is assigned but that's where

• Linking tickets

  The ability to link tickets, having one being the master ticket and others being child tickets would be awesome.   Last week we had some issues that affected customers in different ways, but was all related to the same thing.   Grouping them would be very helpful.

• SLA - Stop Email Notification

  After establishing SLA Rules for tickets, I am receiving an email notice for each ticket if the agent does not respond within 2 hours. Is there a way to only receive notifications through feed or something similar, rather than receiving an email alert

• Rule and Custom Function Help

  Hoping to get some help on my idea with our ticket creation. We currently have our own support email that receives numerous requests from end users. There are certain requests that I will be forwarding to our Zoho Desk email and a ticket is automatically

• helpdesk invite emails are not getting through

  I am trying to register to the helpdesk for my trial account (rivery) in the helpdesk settings, i unchecked the "Moderate customer sign-ups in the Help Center" So the user i create should get invite email once i create it however - the invite emails are

• Zoho Help desk down

  Hi support team, May we ask for estimated up time for Zoho help desk portals? One of our departments that has a separate help portal is not up Please see the screenshot of error below for reference Tried to check on your status page however it seems this

• Changing agent-availability per department

  I'm looking for a way to manage "online/offline" agent-availibility on a per-department basis. We have agents who are members of multiple departments, and we need a way to quickly and efficiently include/exclude them from round-robins. I read an article

• End User support for Customer Portal Export

  We have had requests from end users to be able to export their tickets from the customer portal. It would be great if you could implement a feature that allows the end user to export their tickets. And if they have visibility to all tickets in their organization

• Email notifications from Zoho desk delayed

  Hello Zoho Team, I was working on email tickets with Zoho desk and I noticed that email notifications for ticket follow ups were greatly delayed. Responses from agents who directly replied on Zoho desk would take about 40 minutes to show up in my email

• EMERGENCY! Web-to-request form error

  Since 14th of october, when submitting a request through a web-to-request form, an error occurs. IE says page cannot be displayed (a zoho webpage), mozilla says nothing. The request doesn't arrive. I experience this problem with multiple accounts from

• How can i Setup an auto-reply when clients reach us by email in Zoho Desk?

  Hi, I would like to setup an auto-reply so when people sent us an email, when the task is created we send a replay to their email for example: "thank you for reaching us, your issue will be fixed shortly". I didn't find where i can set that, can you help

• Optimize ticket management with Mass Revoke Blueprint and Skip Reply in Blueprint Transitions

  Hello everyone! Blueprints play a pivotal role in shaping a seamless customer service experience, serving as the architectural foundation for efficient ticket resolutions. They provide a structured framework that guides support teams through predefined

• Customize ticket questions

  Hi, I wondering if that possible to customize the question in a ticket? I mean besides the standard questions like contact name, account name, etc. Thank you in advance.

• Zoho Desk now integrates with Google Chat

  Greetings! We're thrilled to share that Zoho Desk can now be integrated with Google Chat. This integration creates a powerful solution for businesses seeking to enhance collaboration, facilitate seamless communication between agents, and streamline customer

• Register Today for the Upcoming Webinar - Measure and improve customer service operations ​

  Hello all, Here is a friendly reminder for the last session in our webinar series. Webinar Topic: Measure and improve customer service operations Date & Time (PST): December 20, 2023, at 11:00 am | Registration Link: https://zurl.co/5gIP (IST): December

• Monthly Release Round-up - November 2023

  Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Search tickets in My Area using views and custom filters My Area in Help Center is one place where customers can view all the tickets

• Light Agents permission to edit ticket fields

  I have a number of Light Agents who get tagged in tickets to provide knowledge from other departments. I would like them to be able to update the ticket fields when they are working on the ticket, e.g. number of hours they worked on it - is it possible

• Templates for Zoho Desk - Knowledge Base

  We are looking at migrating our Knowledge base into Zoho Desk. Is there a way of creating templates for article in Knowledge base. We want to be able to set templates for certain types of content. Is this possible

• Capture initial priority

  We are looking for a way to capture the initial priority of a ticket. For example if a ticket is entered as 'High', but is subsequently lowered to 'Medium', we'd like a way to track that it was initially higher (or in some cases lower). I understand how

• Register Today for our Upcoming Webinar - Extend and Scale Up Customer Service Operations with Developer Tools

  Hello all, Here is a friendly reminder for our ninth session in the webinar series. Webinar Topic: Extend and scale up customer service operations with developer tools Date & Time (PST): December 18, 2023, at 11:00 am | Registration Link: https://zurl.co/ZrRT

• Allow author to select which languages for Auto translate on a per KB basis.

  Auto translate works great for many KB documents. But some complex ones still need the human touch. It would be great on a per KB to let the author check off which languages to go ahead and let the system auto translate and which ones should be manual

• Zoho Desk Auto Reply from a default email address

  Hello, I have set up two rules in Zoho Desk: 1. Assign ticket to whoever edited it - when an Agent replies to a ticket, they become assigned to it automatically. 2. 3 different auto reply rules based on holidays/business hours These rules have been set

• The limit of Time has reached its maximum 15000

  What does this failure mean in a desk custom workflow? jack

• Ticket Status - Color code

  Has it been discussed to have a color code system for ticket status, or is there a view that is already built in that I may be over looking? I know like it Zoho Projects with the statues we can color code them which makes it easier to look at over all status and it could be very helpful when i am looking at a view with all open tickets to have them color coded by status in a listing view. I have included a mock up to visualize what I am talking about. Just curious if this has been requested before

• Ticket Attachment

  Hey, In the Ticket form Layout, Is there an way to have multiple attachment fields. Let's say 2 different options one for images another for videos or documents. 

• Cierre de Ticket En espera, luego de 24 horas

  Hola. Actualmente veo que no puedo crear una regla cuando el ticket se encuentra en espera por 24horas. Este cierre de manera automática. Ya que en el personalizado de la fecha, seleccionas una fecha/hora en específico pero no las 24 horas que el ticket

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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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