Default department: differences from others
Hi! Can someone explain me what is the function of the "default" department? How is it different from others? What can be done different in the default department? Knowing this information would help me understand how to handle it. Thank you!
Can't create a Desk Report for more than 31 day time period
There doesn't appear to be any way to create or view a report in Zoho Desk reports area where the view is more than 31 days. When you try, it gives an error saying the time range cannot be more than 31 days. That seems crazy to me. What if I want to see
See how many API credits left
I need to know who many API calls i left, In zoho crm i can see the amount of API credits that left, can i see this info in zoho desk? And if not, how many credits 'cost' to fetch an 100 ticket ? I want to be able to fetch all the tickets on a daily
Zoho Desk: Incoming Chat Automatically Going to Missed Chats
Hi all! We're having an issue in Zoho Desk where we're seeing chats going to "Missed Chats" despite our team being active. We've already set our team members to not show as idle. Additionally, some of our team have lost access to the chat in Zoho Desk
From Address: Edit default email
Hi Zoho Desk Team, Is it possible to edit the default "From Address"? We want to change it to: support@amti.zohodesk.com Or can we request for you to change it?
SLA Response time to NBD (Next Business Day)
Hi Zoho Desk Team, Is it possible to set the SLA response time to next business day? Ex. Ticket was received today but the response time is for NBD (Next Business Day) Within 8AM - 5PM the agent must respond to the requestor, and if the agent did not
Add more options for customer satisfaction
We think that is important that we have more options to qualify the customer satisfaction, now there are 3 faces, I recommend to have more options like 5 stars. Like this picture. I will be grateful
Zoho Desk | Autonumber Field
Hi Zoho Desk Team! Hope all is well with you. I would like to ask is there any workaround to create an custom autonumber field in Zoho Desk? Say I want to have this format: ABC-YYYY-5Digits(incremental). Please let me know. Best regards, Lizz
Over 200+ extensions available for Zoho Desk on Zoho Marketplace
Dear Zoho Desk users, We're stoked to announce the addition of 200+ extensions for Zoho Desk on Zoho Marketplace. You can now transform your customer experience with over 200 powerful plug and play extensions to suit your unique business requirements.
How to disable Portal in Zoho Desk?
Is it any way to disable Portal or Help Center in Zoho Desk? By the moment, we don't want customers to interact through this channel
Unique Last Name Only?
Guys, Apparently, since last name is a mandatory field in DESK, I cannot have two people with the same last name? Duplicate Contacts with this name "Last_Name" already exist This is a bit of an issue because this is a very common scenario. Any ideas, anyone?
Add Picture/Link etc. to a resolution message
Hello there, Does the possibility exist to add a picture (jpeg or similar) to the resolution message? We use this function to inform the customer of what our agents did and as such, a screenshot or similar is often required to be informative and appear
Hide some related products from the user in the Help Desk
Greetings, I have an important need. I would like to hide, during the opening of the ticket, some products in the choice of the available linked products. For example, if an Account has the product "apples" and the product "cherries" from the "fruit"
Advance web form captcha not working on wordpress
Hello, So I created an advance form for my wordpress site and went ahead and pasted the embeed code onto my page. Everything looked fine expect the captcha image, it was a broken image link. I decided to test the code on my desktop and the captcha was generating without an issue. It seems like the issue occurs during the https://desk.zoho.com/support/GenerateCaptcha?action=getNewCaptcha portion of the code when it retrieves the JSON file.
Dashboard: Ticket by status
Hi Zoho Desk Team, Would like to ask if why does the dashboard only shows that "DAC IT IAD" only has 2 tickets? But in reality we have a total of 8 tickets assigned to DAC IT IAD. Note that only 1 out of 8 is CLOSED and 7 tickets are still OPEN.
Integrate my website with zoho support
hi, I have built a request form in zoho support and added return url , domain name and other necessary fields to it.After that I embedded the html code generated to my website page. my problem is I am unable to redirect to the specified return url without login.is there any way to resolve this issue ?
Time Entries - Accounting per Customer
Hi, besides the possibilties to invoice per agent or profile, invoicing per customer is our primary choice since years. It would be nice to have that option (hourly rate field at account necessary).
Integration to any App store (Ex. Playstore)
Hi Zoho Desk Team, Is it possible to integrate to any app store? like in playstore. every reviews will be sent to zoho desk as a ticket and everytime an agent responds to it in zoho desk, it will be shown in the app store?
Update ZohoHCAsapSettings
Hi, Is it possible to update ZohoHCAsapSettings? Example: I want to attach the current URL in a SPA to a ticket. How can I do that? Updating window.ZohoHCAsapSettings doesn't work and I'd like to avoid reloading ASAP entirely.
Super Admin (main admin)
Hi Zoho Desk Team, I have a question regarding the super admin of the account, say for example I used the super admin and created workflows with custom functions with it. And suddenly the company decided to demote the super admin to a light agent, and
Can't populate hidden field with ZohoHCAsapSettings
Hi, I want to add some information to tickets created in ASAP. I can do so using ZohoHCAsapSettings as long as the fields are editable. However, I want to hide those fields, but as soon as I configure them to be hidden in the knowledge base, their values
Automatic workflow
Hi, 1. I would like to have an automatic email sent to client at X days without their answers saying "Dear customer, this ticket is waiting for your answer or feedback. Should you not reply within 48h, this ticket will be automatically closed and considered
Text in Tickets
It would be really cool if there were a built in way for customers to be able to text in their tickets like they do email tickets where desk could automatically assign the ticket to the right account and contact based on the number that was used to send
Placeholders in articles
Hi Zoho team, I know placeholders are usable within snippets and email templates, but I haven't been able to use them within knowledge base articles. I'd like to essentially have a long format response for customers that I can paste as an article into
Agent Queque side panel fixed
In the "tickets" page, it would be very useful if the panel on the left "Agent Queque" could always remain open or in any case I could choose to fix it. This way, while looking at the unassigned tickets that arrive and need to be assigned manually, the
Cant submit ticket from Help Center
Hi Zoho Desk Team, Every time we submit a ticket, it does not create a ticket. Wondering what the problem is since the system does not show error message, it just scrolling up to the screen. Hoping for your response. Thank you!
Set Expiry Date for Customer Happiness
Hi Team. I'd like to know if it is possible to set an expiration date for Customer Happiness responses - meaning ratings submitted beyond the set expiry will not be accepted or included anymore in the reports.
Your Help Center just got a lot more customizable!
Self-service is becoming one of the fastest and most useful ways of supporting your customers. In the age of the internet, customers tend to look up solutions on their own before contacting customer service. This is beneficial to both brands and customers, as support requests can be solved even before they are raised. If you're a brand looking to provide top-notch self-service, building an informative help center is a step in the right direction. Customizing it further to emulate your brand's
Find all and replace in Knowledge Base articles
Hello, We have currently a lot of articles in our knowledge base, but a lot of them contains a broken link that needs to be replace. Is it possible to replace all occurences of the link instead of going through each article and replace every link one by one ? Thanks
Limiting access to a department in help center
In Zoho Desk you can show tickets in the help center, is there a way to limit it so that only a subset of users can view tickets submitted to a department or is it all or nothing? Concept is Department 1 is a general use department and the default for
Zoho One and Zoho Desk Performance
I'm not sure what you did with the roll out of the new Zoho One, but the Zoho Desk performance problems have been resolved! It's moving along quite fast now. Vast improvement. Thank you!
Zoho Desk latest Android app will now take you to the attachment section with a tap
Hello All, In the latest version of the Zoho Desk Android app(v2.4.25) when a user taps the attachment icon in a thread, it’ll scroll down directly to the attachment section of the thread. You can update the app either from the Play Store directly
How do I turn off automatic portal invitation?
I've searched through settings and help documentation without any luck. Currently if someone submits a ticket the system invites them to sign up for the "self-service portal". Where would I turn this off? Thank You
Manage ticket visibility for contacts of the same account in the help center - Wrong default
Hello, look at https://help.zoho.com/portal/en/kb/desk/faqs/articles/managing-ticket-visibility-for-contacts-of-the-same-account-in-the-help-center By default, a contact can track all tickets raised from their primary account, which can be disabled if
"Start Sync" button not working on CRM - Desk integration
Hi! I added the Zoho CRM integration from Marketplace and authenticated. Next, on the page "Configure Accounts and Contacts Sync" I selected Two-way Sync, Email(Primary) for mapping and mapped the fields for Accounts and Contacts. The "Start Sync" button
Zoho Desk Community Digest - September 2021
New Feature Multiple account handling is now available in ASAP web widget ticket form and detail page properties. Other Enhancements Webhook URL failure handling - If a webhook has more than 100 failure events within an hour, the webhook will then be
Magento Extension for Zoho Desk
Customer support is key to a successful e-commerce business. It's crucial that your Support Team have the HelpDesk Software like Zoho desk to engage on the front lines with customers, who prefer almost immediate responses to their queries. If you want
Dashboard: Number of Requests per day/week/month
Can anyone tell me how i can setup a (line) chart inside the Zoho Support Dashboard with the number of requests per day, week or month? I want a grand summary for my projects larger and longer than the weekly summary on the homepage. I tried it by grouping
Setting Priority to only agents and Admins
Hello, The priority's box permission won't change even in field permissions or ticket properties, it just says mandatory field cannot be changed. This is bad because our trust of 12,000 should not have access to this as we set the priority's within our
How can I reduce an attachment file size in my Help Center?
I would like to prevent too large files from being attached to a forum on ZD. The max size of file is 20MB now but I think it is too much and some users attache unnecessary files with their ticket submission. Is there a way to set the max file size in
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