Zoho Desk | Using Zoho Desk Comunidad

• Adding a user - error - Invalid Invitation. Invitation was not sent to this user

  I struggled figuring out this cryptic Zoho Desk error message that apparently is not documented anywhere. I finally figured it out but wanted to add it here so no one else has to struggle to find it. Kudos to the ZD team for making error messages easy

• Telephony Question

  Can we import and use existing numbers so we don't have change over to new phone numbers?

• Only send ticket closure email once.

  Hi, Currently, once a ticket is closed an email is sent to the contact to let them know the interaction was closed and asking them for feedback. Most of the time, that is the end but sometimes the contact will have extra questions which will cause the

• How can we prevent the requester from reopening a closed ticket

  As understood from your documentation "Closed" tickets will be reopened if a customer sends a rely on that. How can we prevent that and mark a  ticket as permanently closed when no reply can re-open the ticket. Refer competitor behavior for easier understanding between the "Solved" and "Closed" fields Solved means that the agent has resolved the support issue. Solved tickets are closed, typically, a number of days after they have been set to Solved (the exact number of days depends on how an Administrator

• Zoho is not solving my Data Import Issue

  I have reported a data import issue since 5th July, it has not been fixed and there is no timeline for it. Their team said they can import from their side but after 2 weeks till now nothing was imported. It means I am paying for a malfunction system everymonth.

• Deluge example to associate a product to an account

  Hello, Is there a deluge example to associate a product to a given account, or vise versa? I see updateRelatedRecords but it seems to only be related to time entry?

• Preview field visibility of different user profiles

  Hello everyone! We're excited to introduce an option to preview how fields are visible to different user profiles when they have permission based access. Administrators can set field permission for different user profiles based on the business requirement

• Email template buttom

  Hi, since several weeks ago, when I write an email I cannot see where it is located the buttom to access the email templates. I've checked that templates are fully operational, but I'm not able to access them from an opened email because the buttom has

• Deliverability with iCloud Users

  We use the standard Zoho Desk sending domain (support@companyname.zohodesk.com), and I've noticed a high number of bounce instances recently from Apple users with the following error code: ERROR CODE :554 - 5.7.1 [HM08] Message rejected due to local policy.

• Use data of contacts (custom field) inside snippets

  Hello, we have enabled the standard integration between Zoho Desk and Zoho CRM. So every contact in CRM has a salutation, this information is also synchronized to desk. So my question how can I use this data iside a email template or a snippet? Please

• Forwarded emails from Outlook are being marked as Public and fully visible to the customer

  Privacy concerns aside - Zoho strictly adheres to this notion that every conversation from a "channel" is a customer request and should default to public in the customers help center. This should never be a feature and we are shocked no other company

• Adding a "Comment" to a reply produces the following error: "Comment cannot be blank." It was not blank.

  While attempting to comment a reply posted by a Zoho help agent on the following post, I received an error saying "comments cannot be blank" and my comment was definitely not blank. Here's the original post: https://help.zoho.com/portal/en/community/topic/new-calendar-update-causes-duplicate-invitations-and-reminders-to-be-sent-out-when-syncing-with-google-calendar

• How does light agent knows which ticket he needs to comment on?

  How does a light agent knows which ticket he needs to comment on? After all, a ticket allocation/assignment cannot go to a light agent. Case: I would like to pass on a ticket to Colleague A (light agent) so that he/she can respond to this by means of

• Changed lay-out of 'my area'

  Hello, The lay-out of my area changed. We blocked the menu on the right so our users could not filter anymore on their tickets. We changed the CSS now, but would be nice to be informed upfront about these kind of changes. Besides this, where can I change

• Chat Module in Zoho Desk UI revamp in sync with SalesIQ

  Greetings! We're pleased to inform that the user interface of SalesIQ is revamped and it reflects in the Chat module in Zoho Desk. SalesIQ's LiveChat is used in Zoho Desk to establish communication between the support team and customers. It enables the

• Need help on updating huge amount of tickets in Zoho Desk

  Hello Support, My tickets got updated by mistake and now my whole system destroyed, the contact on a lot of tickets got updated and assigned a random contact. Here's a video of me explaining: https://www.veed.io/embed/1ea119e8-a34a-475a-829d-4c206d055cbb

• WhatsApp conversation removed after merging the contact

  Hello Support, If I merged a contact that have whatsapp conversation with another contact that doesn't have, why it's not moving the conversation under the merged contact? here's a video showing what I mean: https://www.veed.io/embed/1bd28680-d2a4-4

• How can I replace a file I've attached to a Desk Ticket?

  I usually add a Word or Excel file to a Desk Ticket that has more detailed information. I sometimes update that file. But I cannot find where to replace or delete the first file I've attached to the ticket.

• Voting in Community Forums?

  Is there a way or is it planned to have a voting option in the community forums of Desk?  I currently have a "Requests" section of the forum where customers can add software requests or ideas.   It would be great if other users could "vote" on the request

• Edit Email Subject when Replying/Forwarding Only

  It would be very beneficial to be able to change the email subject when replying/forwarding an email from a ticket, but NOT the actual ticket subject.  Leaving the Zoho ticket in the subject is fine.  Maybe have the option to create a "New Email Thread"

• Ticket Template - Unable to process your request

  Hello. Since yesterday i'm facing a problem in Zoho. Edited ticket templates for the past week and since yesterday having problems when editing. Message "Unable to process your request" when trying to edit any field. Verified with admin coleagues and

• Desk- turn off notifications to users when deactivated

  I've just been told by support that this is not possible. Please consider this a feature request- if I am deactivating clients who haven't worked with me for years, I DO NOT want them to be notified by email, and it's incredible that we are unable to

• Help Center users can now set their preferred date and time formats

  Hello everyone! We are here with another enhancement! Help Center users (registered or signed-in users) can now set the date and time format in their profile. Until now, the date and time format were predefined as: dd MMM yyyy and 12 hours respectively.

• Hitting reply all after an outgoing phone message in Zoho Desk

  In Zoho desk when we try to send an email following a outgoing VM, we get a red error message saying "we are unable to process your request". We noticed that the phone number was appearing in the send to fields after an outgoing call and took the extra

• Identifying teams through logos

  Hello everyone! Identifying teams during ticket transfers has become easier! Sometimes, tickets demand immediate attention. This may be due to a security breach, last minute payment, or urgent technical issue. In the case of a last-minute payment, the

• Updating WhatsApp Associated Contacts

  Dear Support Team, I trust this message finds you well. I am reaching out regarding a situation with one of our valued customers and an integration challenge we have encountered within Zoho Desk. Initially, this customer was already present in our system

• JIRA Integration

  Hello, Is the JIRA integration still one way Zoho Desk to JIRA? or has their been any progress on the 2 way integration? Many of our clients use JIRA internally to raise tickets and we want them to be able to be able to escalate tickets to us in Zoho

• Google Sheet

  Hello Zoho Team, I am aware that importing a CSV or excel can be used for bulk creation tickets. Is there a way to also sync a google sheet in zoho desk and it will automatically add a ticket based on the data in the google sheet? Thank you

• "Your connection is not secure" - SSL Certificate Error

  Hello, We have a zoho account for Nextide Academy. Currently helpdesk.nextideacademy.org is mapped to Zoho Helpdesk. When I tried to access the site, I'm getting the "Your connection is not secure" and your software is completely unusable. If you are going to force us with this SSL error for free accounts, may be you should not advertise it as a free account. You may have as well said that it has to be a paid account. What's the resolution to get rid of this? Thank you

• No PUSH notifications from DESK to Android

  Hello, we are testing Zoho Desk but not receiving any PUSH notifications to the Android Zoho Desk app at all...any ideas?

• Do not receive notification for tickets created from forwarded emails

  Hi, I have set up my company support email to forward emails into Zoho from Gmail. This is working correctly, because when I submit issues to the company email, they do appear as tickets in Zoho. I have also set up Zoho to notify the agent and the ticket

• Overview counts for available Zoho agents

  Hi Zoho team, Is there a way to check count of available agents on our subscription? In Users and control->Agents, we cannot see the number of available count of agents we can still use Thank You

• Keep Contacts from automatically being associated with accounts

  New to Zoho desk and ran into an issue, We contacts being automatically associated with accounts when closing tickets. We need to stop this from happening, and only have contacts associated with accounts when we manually add them under the account i

• "Mark as Read" option

  I would like to see the ability to select multiple tickets and have a "Mark as Read" option that can be applied to the selected tickets (similar to what you would see in my email clients). Best regards, Chris

• Knowledge Base updates and enhancements: Resetting article insights and simplified cloning

  Hello everyone, Hope you are well! Knowledge Base articles can provide a wealth of information on a wide range of topics to help readers find solutions to their problems. That's why the Knowledge Base is one of the most popular self-service platforms.

• I don't receive the customer email response onto the ticket

  When a customer responds to my tickets they don't show up in Zoho Desk until the ticket -- I currently use Office 365 email system.

• sending KB article links to other agents

  I would like to be able to send a link to other agents about a new article when I publish it - but the link that works for agents (not a public link) is super long. Is there a better way to send a link or a way to shorten it?

• Who would like us to agree on improving the users' experience?

  1.1 When I fill the form for starting a conversation, you'd like me to decide whether I want to participate in that conversation. I don't see that this makes sense, because people start conversations in order to have them. That's why other software works

• Zoho desk - 2Fa, Whitelabel

  Hello, We're using GSuite and one of the emails is connected with Zoho Desk for support. We would like to enforce 2Fa but couldn't find option in the Zoho. Basically want to update the password of the email and then authenticate support email through

• Monthly Release Round-up - July 2023

  Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Additional options included for automatic spam detection While setting automatic spam detection, admins can choose from the following

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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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