Zoho Desk | Using Zoho Desk Comunidad

• Job Dispatch Application

  Hi, Is anyone aware about a Job Dispatch Software that integrates with Zoho Support. I found vWorkApp http://www.vworkapp.com/index.html but it integrates only with Zoho CRM.  We have a team of engineers on the field and we want to be able to assign jobs to them based on their location which is tracked through GPS. Any idea how I can do this? 

• How to stop contact notifications to a closed ticket?

  When a Contact replies to a Closed ticket, we have a Workflow/Rule/Alert/Email Template asking them to create a New ticket. However, they are still receiving the "Acknowledge of Reply" notification. I need to stop this auto-reply but only for Closed tickets.

• Is it possible to generate a report with data greater than 6 months old?

  I'm trying to generate a report of all open tickets assigned to engineering but the start/end dates limit me to the "Last 6 Months." We've been using the system longer than that and have open tickets that are older than 6 months but cannot generate a

• Possibility to insert Portal KB Links while authoring/creating KB articles (Add KB Article portal links from within other articles)

  Hello, while writing a Knowledgebase article in Zoho Desk, sometimes it becomes necessary to make reference to another article. Currently, it is necessary to search for the article on another tab or on the User Portal and then paste the link. This makes

• Macro to Delete Ticket and Prevent Sender Email Address from Creating any New Tickets

  We receive a lot of general emails to our support@ email address which all end up as tickets in Desk and I would like to prevent this. My idea is to create a macro that would delete the ticket and prevent any new tickets from being generated by the sending

• Is there a limit to the number of users that can be registered in the Help Center?

  Is there a limit to the number of users that can be registered in ZohoDesk's Help Center?

• Bulk update Archived Ticket

  Dear All We would like to update the "Category" values to the new filed. We found the archived Ticket seems to be don't support the bulk action. Do we have any way to update it. Finally, we would to generate a report for our ticket system. Regards I

• Email forward except specific sender addresses

  We have 1 email address connected to ZohoDesk. All email is forwarded to Zoho on the email server. A lot of email is coming in, which are turned into tickets. The automatic numbering increases very quickly. I have specific email addresses which i don't

• REQUIRE minimum time entry

  We expect all of our tickets handled by agents to have a minimum time entry of 15 minutes. There doesn't appear to be any way to enforce this in Zoho Desk, so if an agent closes a ticket and forgets to add their time, it doesn't get caught until report

• Article Answer cannot exceed 16 MB.

  I was uploading an user manual trough html but it looks like an Article Answer cannot exceed 16 MB. Could this be increased to 60mb as our max html file is like that now? Or is this something than cannot be done?

• Time spent at each status

  Parts of the KPI we use is the time a ticket stays in each status, Is there a way without using manual time tracking to do reporting based on this information?

• Billing Preferences per Account

  Hello, We are trying to setup Billing Preferences in Zoho Desk to set up a different pricing per account. We charge different pricing per hour per customer/account. Account A = 100 per hour Account B = 125 per hour In the Billing Preferences in Time Entry

• No atricles in customer portal knowledge base

  When I go to the customer Portal and select knowledge base no articles can be found. Even though I have created articles in the help centre.

• Google Search Results returning a tag page

  One of the google search results that we are getting when users search for "Payroll" is a page from the KB, but it isn't an article, it's a tags page: https://url.com/portal/kb/tags/<tagname> <---in that format. The payroll keyword isn't included on any

• wrong number of tickets

  What is the composition of the number of tickets under "All tickets"? (Company level) In the example, 98 tickets are displayed - in fact, only 79 tickets exist.

• My Open Tickets View Not Working

  Hello! We are seeing that the My Open Tickets view has changed to now include ALL open tickets, not just ones assigned to that agent. Has there been an update recently that would have impacted this functionality? Or is there a bug currently affecting

• Ingreso de correos

  Tengo problema con mi bandeja no entran todos los correos y hace varios días dicen la leyendo externo en los que se logran recibir.

• Not able to send email via zoho helpdesk

  I have enabled TLS service on email yet it is showing same error. Error while processing the request! javax.mail.MessagingException: 5.7.3 STARTTLS is required to send mail [MA0PR01CA0089.INDPRD01.PROD.OUTLOOK.COM 2023-07-17T11:24:37.605Z 08DB85D83A

• Log in to Zoho Support with Google Apps

  Hi there! I see "sign in with Google Apps" options and Google Marketplace apps for Zoho Support, but I have a feeling I can't clearly answer my simple question: Is it possible to have users from a Google Apps domain sign in with their google apps credentials

• Easy Way to Add Notes to A Contact Record

  In our other CRM system we are able to add text file notes to contact records along with other attachments. In Zoho Desk we know that we can also add other attachments but we need a way to add an easy to edit note for saving things like usernames and

• Zoho Community Sign-In Interfering with Apps

  In the last month or so, the Zoho Community Forums sign-in process has started to interfere with my Zoho apps. It seems like the Community Forums automatically signs users out after some period of time. I haven't tracked, but it seems like 48-96 hours.

• Mass Update CRM Sync

  I am working on setting up our Zoho Desk. I have the 2-way sync with Zoho CRM enabled. However, after I sync'd everything, I realized the first name didn't map correctly, and all our clients are missing their first name in Desk contacts. I can go into

• Knowledge Base Notifications

  One of our users asked if agents could be notified when a new Knowledge Base article has been published. I was thinking about this and seems like it would be nice for end users or agents to be able to subscribe to a whole KB or one of the sub catego

• Turn off Knowledgebase Article Ratings

  Is there a way to turn off the "Helpful?" question at the bottom of knowledgebase articles or at least make them private? I don't want them showing a lot of negative votes if that ends up happening. Is that possible?

• Global Signature

  Hi, is it possible to make a global signature for all outgoing emails? We need this for our company. It is a legal requirement in germany. Stephan

• Bulk update contacts and accounts from CRM

  We currently have scripts that import additions and updates to our user database into CRM, which then syncs to Desk. Syncing works great for new records, but not all the data synced properly the first time—all records synced, but not all fields. If we

• Notify an external user

  Dear Support Team, We need to send an email to an external user (ie, user not an agent on zoho) while escalating the ticket to a zoho agent. Please let us know whether this is possible or not with zoho. Thanks in advance. Best Regards

• Is there any way to create an issue in Projects from ticket in Desk?

  Is there any way to create an issue in Projects from ticket in Desk? It would be useful to just reply to a ticket and create an issue from the original message at the same time... I am currently having to manually create an issue in Projects and copy

• Zoho Ticket Last Comments

  Hi, Just a quick question, is it possible to get the Last Comments on each ticket when doing an export of all open tickets on the system?

• Zoho ads unwanted HTML code to our HTML templates

  Hi! We have created our custom HTML Mail templates with Verdana as default font and a font size from 10pt. Our global default font is Verdana. So far so good, and as soon I add my code save it and reopen it there is allways place this div element on the

• Spam Filtering By Domain

  Hello, My organization is using Zoho Desk, and we're getting tens of emails from various email addresses within a single domain. I want to filter out all emails from this domain into the spam folder. Is there any procedure I can do to make this change?

• How to remove agent login link in my area tab of help center

  How to remove agent login link in my area tab Rajesh

• Add Products to mobile app, make Description an expandable field in web app

  Two simple requests: 1. Add Products to the mobile Zoho Desk app. Why isn't it there? I use it extensively as an IT Manager, but can only view/edit them from a computer. The Zoho Desk app is made nearly pointless for me if Products are not accessible.

• Assistance on time based actions

  Hi Zoho team, Would just like to ask for assistance as i have created a time based action that aims to set the status of a ticket from "Closed (Auto)" to "Closed" after 24 hours (working hours 8hrs per weekday) However, it seems to not affect the sample

• How to avoid reopening of 'Closed' tickets on customer response

  Has there been any advances in the last year that now allows the Customer to not reopen the closed ticked upon reply? We to find this a very frustrating issue when we are dealing with Global Clients and they just reply with a 'OK, Thanks'  and that is enough to re open the ticket. If you can please let me know that would be greatly appreciated. Regards Chris

• Trigger workflows manually in Zoho Support

  You can now apply workflows to a request manually to trigger actions associated to it. On applying a manual workflow you can send e-mail alerts, assign tasks and update the values of the request fields. A manual workflow, unlike the automated would not check for criteria while being applied to a request.  Configuring Manual Workflows You can set a workflow rule to be applied manually. Both existing and new workflow rules can be configured for manual application to a request.     To set a workflow

• Desk is very lagged

  In the last few weeks, we've noticed Desk is very slow. It takes long times to load and send out intformation, such as an email or when we update a ticket property. It is slowing down our processes. Any help is appreciated.

• Zoho Desk Forms, what if fields?

  In Zoho Desk, when creating forms can you have fields "appear" when options are selected from a dropdown? For Example, we have a list of companies that we support on a dropdown. One company has a list of locations. Instead of listing those locations for

• EOL of Universal Analytics and an introduction to Google Analytics 4 (GA4) in Zoho Desk

  Greetings! Universal Analytics was sunset on July 1, 2023. Google Analytics 4 is now supported in Zoho Desk. We are thrilled to introduce Google Analytics 4 (GA4) to enhance your Zoho Desk Help Center experience. GA4 is an analytical tool that provides

• Priority Email

  Hello, I would like to ask if it is possible that when a user opens a ticket via email he can also set the priority to for example High. We only use the free version of the ticket system. Thanks a lot With kind regards Jamal Al-Jibouri

• 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

• Top Contributors

• Shivani | Zoho Desk

  

• Stephen

• Nathan

• MarieLa

• Ezekiel