Zoho Desk | Using Zoho Desk Comunidad

• Create a workflow to merge duplicate tickets

  My backup solution will send me automated emails whenever a workstation goes from a status of "healthy" to a status of "troubled", and then send me another email whenever they go back to "healthy". I have it forwarding these to my support inbox, and it

• Removing one commend or thread from a ticket

  Hi, Sometimes, and against our warnings and disclaimers, our users still send a password in a ticket.  Is there any way to delete that thread/comment within the ticket, which contains the secure data?  Currently, we are forced to inform the user of it,

• Assign tickets to agents in a defined sequence

  Hello everyone! Assignment rules in Zoho Desk provide an automated mechanism to distribute tickets among agents based on predefined criteria. This ensures a streamlined and efficient way to manage customer requests. Currently, there are two types of rules:

• New to Zoho Desk -- Layout versus ticket template

  Are ticket templates just subsets of layouts? I'm still a bit confused as to what the difference between the two is.

• Filter Emails Based on CC'd emails

  3 years ago, a user submitted a question about having a filter based on the BCC (here). I'd like to know if there is an update for the said feature. I'm trying to create a filter using the CC field or the other recipients of the email. Is this now possible?

• Confusing Ticket Views for End Users

  The tickets' statuses don't necessarily equal the VIEW choices for the END USER in the self service portal. For example, what's ON HOLD for AGENTS is actually AWAITING INFO for the END USER. More specifically, when the AGENT needs more info from the END

• SLA configuration

  Hi, I am currently configuring a SLA in our Zoho Desk instance and I can't find the setting, how to define a fixed resolve time. The use case is the following: If a ticket is created and the customer has no SLA set a resolve time 15 days after and the

• No email sent to customer

  I am able to email the support email address and the ticket is created in zoho desk. When I reply to the ticket in zoho desk no email is received at the email address used to create the ticket.

• Register for Our Next Zoho Desk Webinar - How to run optimal customer service operations!

  Hello there, This is a friendly reminder for the sixth session in our webinar Series. Webinar Topic: How to run optimal customer service operations Date & Time (PST): November 29, 2023, at 11:00 am | Registration Link: https://zurl.co/qhKq (IST): November

• Is it possible to reorder the options of the Jira Projects in the Zoho-Jira integration?

  Assume that I have a Jira-Zoho integration sucessfully running. I have 3 Jira Projects assigned to the Zoho Department following the STEP 5 of this documentation. "Project 1", "Project 2" and "Project 3" are the names of the Jira Projects. However, I

• Search and replace in knowledgebase

  I'm sure we're not the only company that has renamed a feature, changed a label for a field or reorganized a menu in our software.     Sometimes these seemingly small changes cause a lot of work for kb admins as they have to go in and rename the thing

• Ability to search via permalink

  When you make a KB, the subject you first use is the permalink. Should someone go back and change the subject, the permalink will stay as it should. But if you then delete that KB and it is sitting in the recycle bin, that permalink is still taken, and

• Ticket assignment: load balancing ruins round robin functionality

  Let's say you have two agents, agent 1 and agent 2, and you want the round robin assignment to evenly distribute incoming tickets between them. The way the load balancing seems to work is that ticket 1 goes to agent 1, but if they close it before ticket 2 comes in, their load is back at zero, so they get assigned ticket 2 as well, and ticket 3, and so on. So unless there are a lot of tickets coming in at once, one agent will receive a lot more tickets than the other, which ruins the round robin functionality.

• Round Robin Assignment to offline agents in Zoho Support

  Is it possible to assign tickets to a round robin of reps regardless of their online/offline status? Eg We want to assign certain tickets to a group of people at all times, even if they're offline because the SLA allows enough time that tickets can sit

• Length of email reference field exceeds 998 character limit specified in RFC 5322

  Hi, We are using zoho desk and we ran into the issue below when replying to a ticket. It turns out that the Reference field was the culprit as it contained a lot of references and ended up at 1154 characters and hence exceeding the 998 character limit

• Can't add attachment on email template

  The attachment does show up. This is my template. Hi ${Cases.Assigned Programmers}, Please be reminded about the following task that has been assigned to you. Subject : ${Cases.Subject} Description : ${Cases.Description} Ticket # : ${Cases.Request Id}

• Allow agents access to manage KB

  The knowledgebase is a great tool that we'd like to use more often. I have discovered no method of allowing an Agent to add categories via the Manage KB option. Is there a permission setting I can set to allow Agents to access the Manage KB option?

• Support Desk and KCS workflow

  Hello. I am evaluating Zoho Support Desk for our company. One area that is important for us is around the integration of the knowledge base so we can track the re-use rate of solutions by linking them to each Ticket. If you are familiar with the KCS model,

• How do you manage internal improvements for clients with Zoho Desk?

  Hey guys, We use Zoho Desk and CRM. Desk is for the Operations team to handle client requests and on the other hand we manage behind the scenes improvements for them that we want to keep track of. These are much like the epics in Jira. To keep them internal

• Comments Vs. Replies

  I'm curious as to the difference between a "Reply" and a "Comment" on a ticket. It appears that "Replies" are what's used to determine response time SLA's and there are also used to automatically re-open tickets. I'm just trying to understand the key differences so I can educate both our clientele and our back-end users on which function/feature to use to better improve the ticket lifecycle. If anyone has any insight it would be appreciated. Thanks!

• Making a contact inactive

  Do you have any plan to add Active/ Inactive option for a contact ?

• Refresh the Ticket View

  the way we work at xxx is the reception log the ticket(call) and then the helpdesk would be looking at the list of open tickets.  BUT how do we get this to auto refresh, we can’t get our support staff to click on the Open ticket filter every minute… Please advise a solution 

• Zoho Desk Task Reporting

  Hello, Can I run reports on how many tasks people are doing in Zoho Desk? Would it be possible to see a combined report of both how many tickets agents do AND how many tasks they accomplish?

• Register for our Upcoming Webinar - Customize and Personalize your Customer Service Platform

  Hello all, Hope you are well and safe. We are now preparing for the fifth webinar in the series. Webinar Topic: Customize and Personalize your Customer Service Platform Date & Time (PDT): November 15, 2023, at 11:00 am | Registration Link: https://zurl.co/OiqZ

• Alerts not working

  Hello there, I am trying to set up some email alerts and they do not seem to work. At the moment I have 4 custom alerts that will notify DS when mentioned in a ticket comment, when a comment is added, when a ticket is assigned and when a customer replies.

• is there any possibility to communicate zoho with different platforms

  Goodmorning , i would like to know if there is any possibility to trigger zoho ticket system using another platform . For example : customer goes to their back office , selects a product that is bought , wants to create ticket , hit the create ticket

• Remote Login: Zoho Help Center / Portal (Customer)

  Hello, I would like to open the Help Center https://<customName>.zohodesk.eu/portal/en/signin and authenticate the customer directly so that they are automatically logged in. This is not about the internal employees / agents but about the portal users.

• Register Now for our Upcoming Fourth Webinar to Enhance Productivity Using Zoho Desk

  Hello all, We are gearing up for our fourth session in the webinar Series. Webinar Topic: Automate your customer service activities and increase productivity Date & Time (PDT): November 6, 2023, at 11:00 am | Registration Link: https://zurl.co/hOMW (IST):

• Zoho Desk Workflow perform action x minutes after new ticket is created

  I want to perform an action x minutes after a new ticket is created. I tested this with with the following but it did not trigger the email Alert action. Execute on: Create Criteria: Time to respond is Greater than 1 minutes Actions: Send an email alert

• Show number of Associated Accounts in ticket view

  When viewing a Contact record in Desk it has this indicator when they are associated with multiple accounts. In this example the Primary Account is Core Sound Imaging, but I see there are 3 additional associated accounts. You have no such indicator in

• email from client did not create ticket

  We have had this happen a couple of times in the past and them it seemed to clear up but today it happened twice. A client will send an email into our support address but it will not create a ticket. We know that the email came because we have it copy

• Upcoming Webinar - Ensure Secure Customer Service Operations and Compliance with Regulations

  Hello all, Hope this message finds you well. A friendly reminder for our upcoming third session in the webinar series. Webinar Topic: Ensure Secure Customer Service Operations and Compliance with Regulations. Date & Time (PDT): November 1, 2023, at 11:00

• How to build a Feature Request Flow in Desk

  I tried to find something in this forum, but searching for 'Feature Request' is a bad idea ;-) I was hoping to find a Best Practice guide on how to build a Feature request flow in Desk.

• Getting Started with Zoho Desk - First Webinar in the Series

  Hello all, This is a friendly reminder about our upcoming first webinar session in the series! Topic: Getting Started with Zoho Desk Date & Time (PDT): October 25, 2023, at 11:00 AM | Registration Link: https://zurl.co/EUKZ (IST): October 26, 2023, at

• Zoho Account eMails are not available to Zoho Desk eMail picker

  Hi, 1. customer creates a ticket in Desk 2. Ticket gets forwarded to an agent 3. agent opens the ticket and replies to it using the build in mail function 4. agent wants to CC the reply to another Zoho user (e.g. sales) 5. the agent must type the complete

• Announcing the New and Improved Article Editor

  KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!

• How to display Knowledge Base Categories on my Home page of KB?

  Dear, Instead of Showing up two sections only such as Knowledge Base and Ticket, how can we display only KB Categories on home screen, here is the url: https://orantneon7197.zohodesk.com/portal/en/home

• Layout field in Help Center

  When I have multiple layouts available in the Help Center for users to choose from, the layout field is on the form after they have already picked it.     How do I hide this field from a the user form when they are creating a new ticket via the help center? 

• Help Request: Custom Function to Update Contact Type in Zoho Desk

  Hello, Can't seem to make this work and hoping I can get some help. I want to update the Contact Type for every new Contact created in Zoho Desk. For one department I need the type to be End User and for another department I need this to be Contact. Has anyone written a Deluge script that can handle this? I have this script but I cannot get it to work because Contact Type is not a custom field and any modifications to the field names in the script have not been successful.  zohoSupportAuthtoken =

• How to Manage Customer Service across Channels - Second Webinar in the Series - Register Today

  Hello all, We have successfully completed the first webinar in our series: Getting Started with Zoho Desk. Now we are gearing up for our next session. Webinar Topic: How to Manage Customer Service across Channels Date & Time (PDT): October 30, 2023, at

• 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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