Zoho Desk | Using Zoho Desk Comunidad

• Limit fields used

  As you can see in printscreen i've got several fields left for creation and, after a search in zoho community i verified that for example for single line fields there's a limit of 80. I've even tried to reduce de string limit from 255 to a small number

• Introducing Private Ticket Threads

  Engaging with customers, agents, and external consultants on the same ticket thread can occasionally prove to be tricky. Sometimes, your reply to an agent or consultant may end up in your customer's inbox instead. To avoid situations like this, we've introduced 'private thread handling' - a function that allows you to mark ticket threads 'private', and choose which replies can appear 'public' to the customer.  Why private thread handling and not private comments?  Private comments can be viewed by

• Bug With Snippets Button

  When I hover over the Snippets button, the quick menu appears, but when I move my mouse down to select anything, the menu flickers, every time. I'm not sure if it's a hover target thing, but hopefully it can be fixed. I've attached a screen recording

• Has any thought gone into using ChatGPT as a customer facing tool for answering product questions utilizing the KB?

  I've been experimenting with a local version of ChatGPT that has access to a limited set of data that can be utilized for natural language queries on the data. Has anyone else checked this out? Not a lot of success so far with our KB in Zoho Desk, but

• Using Approvals in Zoho Support

  Hi Zoho Team, Is there any way to customize the "Approvals" tab in the ticket so that the client contact can receive a request for approval?  The reasoning is that we prepare a number of estimates for the client for work to be performed.  If I could automatically

• Daily Notification for Specific Tagged Items

  Is there a way to set up a tag in a Zoho desk ticket so that a daily reminder is sent to the agent about the ticket? Can the same be done to send the reminders to both the agent and the customer who created the ticket?

• Is it possible to remove 'Help Desk Software by Zoho Support' footer from the Customer Portal

  Hi, Just wondering if it's possible to remove this footer from the Portal. I'm doing my best to make the Portal fit with the rest of our website, and the footer looks out of place.  Many thanks, Chris

• Elevate your Zoho Desk game: Register for our exclusive webinar series!

  Hello all! We're happy to invite you to our upcoming webinar series on how to make the most out of your Zoho Desk experience! This 10-part series (60 minutes per session) will offer how-tos, best practices, and insights that will make your customer support

• Better Handling of Contact Creation within Ticket

  Different companies have different approaches on when exactly to create a contact. Some will create a contact directly in the ticket, while others such as ourselves will create a contact first and then the ticket. Here is the issue with the first method.

• Moving Tickets between departments

  It would be nice if, when moving tickets between departments the system leaves you on the ticket (so long as you have permissions to the department). Currently it boots you out to your ticket list.

• Closing ticket from Blueprint without any notification

  Hi Is there any option to create a Blueprint transition to close a ticket without any further action and preventing any kind of notification to the customer and the ticket cc's? Thank you.

• Automated ticket creation

  After a ticket is created, with a lot of fields filled is it possible to create a custom function or workflow that creates a number of tickets with the info filled in the first ticket? Example : A ticket is created by HR with name, surname,e-mail, job

• Questions regarding community users

  Can we limit users from creating new tickets but allow them to create/read the forum?

• Current Date to Date field in workflow?

  Hello, I created a date (not date-time) field for our tickets. I wanted to create a workflow which updates this date field to the current date whenever the workflow is triggered. Is it possible to do this? Something like date = now()? Thank you,

• How to avoid reopening ticket only from a sender.

  Two support services, both using Zoho Desk, both configured to automatically send email on closing ticket . These two services collaborate each other and each ticket closing corresponds to an opening ticket (or reopening closed ticket) on the other. How

• WhatsApp template creation failed

  Hi, I haven't been able to create WhatsApp templates for a few days now, they always appear as "failed". However, by entering the meta business account the templates are approved. What could it depend on?

• SMTP Authentication Failed

  Could not send email to requester, error message is "Mail sending failed, Authentication failed" All outgoing configuration parameters are accurate. Regards

• HIPAA Encrypt Outgoing emails or require all users to sign in

  Hello, TLS security is no longer considered strong enough for HIPAA compliance. This means Zoho Desk isn't compliant enough under the laws which we're needing to use. I wanted to use a new department, to be able to set up potentially another 40 users

• Change font and font size in article

  Hello, Why is the possibility to change font and font size in an article and in an e-mail so different? We use articles as standard answers, but the format is all different because of this. Could it be made possible to change the font in an article? (our standard font is 'calibri'). Also could it be made possible for the font size to be changed to 11? It is now only possible to select font size 10 or 12, but our standard font size is 11. Thanks in advance, Yorick

• Zoho Desk Twilio Caller ID

  Hi Zoho Support, When using Twilio, I would like to setup all of my phone numbers to use one verified caller ID phone number when making outbound phone calls, so as not to confuse my customers (receiving phone calls from multiple phone numbers).  This should be possible by setting the called ID attribute on the outbound call to reflect the caller ID phone number of my business. For example: My desired primary contact number is 1-888-xxx-xxxx My Twilio numbers are: 1-902-1xx-xxxx 1-902-2xx-xxxx When

• Help Desk Users vs. Customers and Accounts

  Could somebody please explain the function of two user configuration areas in Helpdesk? 1. Customers and Accounts 2. Users Thanks

• Customer Supervision tickets

  We have several clients who want one of the contacts to act as supervisor and visualize all the tickets of the other users. The "Customers can view tickets of their organization" permission is not enough because in this case you do not want all contacts to see the tickets of the other contacts in the organization. For security reasons, only contacts marked as supervisors could view them (The supervisor field could be a custom field). In the event that this is not possible, what would be the most

• Manage tickets more efficiently with views and filters in My Area

  Greetings! We're excited to introduce a new and improved method for handling your support tickets through the My Area section in our help center. With the introduction of views and filters, we aim to simplify the process of viewing and managing the support

• Whatsapp IM permissions issue in newer version of Desk

  Hi, We recently integrated whatsapp IM with Zoho desk but note it will only work with the older version of Zoho desk. If we switch to the newer version (which we prefer to use)  there's a permissions issue meaning agents can't accept an IM and respond.  

• WhatsApp Message Template Quick Reply Buttons

  Hello, I created my first Message Template to overcome the 24-hr messaging window and it was approved by WhatsApp/Meta. When I go to Meta, I also see that template brought from Zoho Desk, and used it via Zoho Desk IM. However, I notice that when in Meta's

• Customer Visibility Based on Department

  When a customer emails a specific department's support email, that customer's information including their company's information should only be accessed by that specific department's assigned agents (and any supervisory personnel). Right now, all agents

• Remove ---- on <time> <name><mail> wrote ---- tag when reply to Emails

  Hi, ---- On  Fri, 12 Aug 2022 01:07:29 +0200 "Name"<sample@mail.com>  wrote ---- ​ 1- What is the necessity for the existence of this line? 2- Is it possible to delete this line that is generated automatically from the reply emails?

• Zoho Desk Contact with Multi-Account association

  Hello everyone, Zoho Desk has had the good idea of offering a feature that allows a Contact to be associated with several Accounts. It's a good idea... but it hasn't been thought through thoroughly enough because this action, although useful in itself,

• I don't get email notifications when a new ticket is received

  In Desk I don't get email notifications when a new ticket is received. I used to get them but after testing, they no longer arrive. Thanks Jay :-)

• Add user label automatically to user group

  Hello, It would be great if users in a could receive a user label based on their user group. For example, when I add a new user to a certain user group it would also receive a user label that is linked to this user group. Kind regards, Helen

• Accessing Zoho Subscription info from Zoho Desk Ticket in Zoho Flow

  Hello, I'm attempting to update a custom field in Zoho Subscriptions when the status of the ticket is set to a particular status. I've thought about two ways to do this: 1) Using Zoho Flow 2) Writing a custom function Here is my difficulty - I need to

• Error in creating a brand under Social

  Hi! I am trying to create a brand in Zoho Desk>Social to integrate our FB Page. However, I keep on receiving the message " An internal server error occurred while performing this operation". Are there any restrictions or requirements in creating a b

• Desk Contact - Secondary Mail (automatic ticket creation after email receipt)

  Hello, contacts in Zoho Desk can have a secondary email address. What is this good for? When I forward mails from a mailbox directly to Zoho, i.e. to an internal Desk address, tickets are automatically created to the matching email. The email sender is

• Important enhancements and UI revamp in Community

  Hello everyone, We are back with a set of exciting enhancements for Zoho Community. Community is a place where you can get important updates, engage and interact with other users, find topics of interest, share ideas, ask questions, and help peers with

• Multi-brand portal | Unique User Base | Permissions / Invitations

  Hello there, the help doc on the topic unfortunately doesn't answer all my question, so I'll ask it here. If I select the uninque user base, what are the specific steps for invitation? How does the group assignment work? I want to unlock an end user only

• Referencing attachments as links within KB article

  We would like to be able to reference article attachments via a URL within an article. How do we find the URLs of attached files?

• Enforce the agent availability for all users

  Hi, We need to track our agents' activity, and the "Agent Availability" report could be helpful for that. However, this report depends on the "My Availability" option that only agents can enable or disable on their end - administrators cannot enforce

• Knowledgebase Article Permissions

  Hi, Goal- I want knowledgebase articles in the Category 'General' to be available to 'Registered Users' but not to public. This article https://help.zoho.com/portal/en/kb/desk/self-service/knowledge-base/articles/organizing-your-knowledge-base-content#1_None

• Agent Export Enhancements Request

  It would be nice if the Export functionality included the following information in addition to existing information for the Export Agent option: License type (Agent vs Light Agent) Roles and Profiles To more easily review access

• Getting Attachments in Zoho Desk via API

  Is there a way to get attachments into Zoho Desk via an API?      We have a process by which a zoho survey gets sent to the user as a link in a notification.    The survey has several upload fields where they can upload pdf documents.    I've created

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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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