How can I activate a popup with Private Policy agreement for my Help Center website visitors?
Every new visitor of my Help Center should be informed about cookies. Where can I find a setting with that feature?
Having products in different versions with life cycle - field dependencies
Hi. My use case is we are having different products having different versioning scheme. So while one product is in version 10 the other is still in version 3. I want to set up field dependencies. So if an agent in a ticket chose from the product field
Ticket SLA
Hi Zoho Desk Team, Is there a way to revoke SLA from a ticket? Say for example, ticket 1 priority is High and SLA is 3 hours resolution time. But anytime I want to remove the SLA. Basically i want an option to remove the SLA anytime i want. Like when
Zoho Desk - Average Thread Count per Account
Hi, It looks like Zoho Desk has a selectable field criteria for 'Number of Threads' in each ticket. How would I get average thread count each month for each client/ account? This is an important metric because too few threads might indicate an abandoned
E-Mail Replies create new ticket with same Ticket ID
Hi, A customer can send an e-mail to our support address, and a ticket is created in Zoho Support - Correct behaviour. Our agent can reply to the ticket from the Zoho Support interface and the customer receives the reply as an e-mail - Correct behaviour. The customer then replies to that e-mail, but a new ticket is created within Zoho Support - Incorrect behaviour. The continual replies between support and customer should be in one ticket until the ticket is closed. The replies from the customer
Cliq Integration Error. Can't get notifications on Cliq Deskbot
Hello, as you can watch on this screenshot, I am unable to get Cliq and Desk integration to work. I don't get auto notifications, even when they would be triggered, and commands won't work.
desk-mailer's reply doesn't follow the "Reply-to" of the inbound mail
desk-mailer replys the inbound mail uses the "From" instead of "ReplyTo" field. Expected behaviour should be replys to the mail addressof "ReplyTo" field.
Hyperlink to Specific Ticket Record in Email Template
Is it possible to hyperlink a text to a specific Agent Ticket URL in an email template? See image below for visual reference. I tried to put Ticket Id > Agent Ticket URL placeholder in the web address but it becomes null upon save.
Dependency fields based on accounts in Zoho Desk
We have recently started to use Zoho Desk and I'd like to know if there's a way to make child fields to get values based on an account or organization itself. For example, we manage tickets for several accounts but we also identify tickets based on their
create an help center article with predefined format from within a ticket
Hi. Trying to fulfill a use case which I guess applies to most support service organizations. I want agents to raise a request for creation of an help center article when they figure out that they are asked the same question in a ticket over and over
Signature Validation Error
Today when my users try to login they get a Signature Validation Error. This occurs after they enter their username and password. This was working for 1 year. Today my help desk renewed. Can that be the cause? https://helpdesk.nohc.com/portal/
Create an Event in Outlook calendar for assigned Agent
Hi team, I was testing ZOHO desk for 15 days (trial) to get familiar with this tool. I am now wondering whether ZOHO DESK can somehow send/create an event in agent's calendar that is assigned to a TICKET. We are using Outlook 365. If not, is there a
What happen if I chage the company name?
I changed the name of the company and I had several problems, in the email templates they changed the outgoing mail, and rules that were temporarily deactivated were enabled. Does anyone know what could have happened?
Total hold time in a certain Status
I want to know how long the total hold time is in a certain status. For example, I have a status with the name of the insurance process (hold type). I want to know, how long is the total holding time of the ticket in the insurance process status based
Custom Dashboard Filters
Hi Zoho Desk Team, Is there a way to add filters on Custom Dashboard that we made?
Synchronization with Zoho : FIELD: null
Hello, I have done the contact synchronization between Zoho Desk and CRM but I have a lot of contacts with the "First name: null". I understand that this is because the customers did not have a first name established. Is there any way to massively remove
Can't change resolution message
Hello! Our team is in the process of testing Zoho desk. So far, I have successfully changed several of the notifcation messages sent to customers (new ticket / confirmation of a ticket answer / ticket closed). However, what I can't find is a way to change
address and other contacts filed in help desk registration form
Hi! How can make visible "address" field of the contact in the account managment data: portal/it/profile#manageaccount ?
Zoho Desk | Disable Revoke Blueprint Option
Good day Zoho Team! Is there a way to disable Revoke Blueprint option? If yes, please let me know how to disable this option. Any help would be greatly appreciated. Thank you. Best regards, Lizz
Adding additional information to invoice
Hello, Has anyone figured out a way to add any notes that are written under conversation, resolution or time entries note that can carry over to the invoice? We do service work and write up what we do on our tickets. The only place to have this carry
Picklist field maximum number of values
Hi, Would like to inquire on what is the maximum number of values that can be added to a picklist field?
Create Support Article from Existing HTML and Images
I need to 'import' dozens of existing support articles into Zoho. Each existing HTML support document has many images both large and small. The images and the text content all need to move to Zoho. The images cannot be hosted separately. Is there any way of importing both the HTML AND the images into a Zoho support article? It would be a huge amount of work to do the images one at a time with the 'add image' button.
SLA On hold (Manually)
Hi Zoho Desk Team, Is it possible to put the ticket SLA on hold manually? Say for example Agent 1 wants to on hold the SLA regardless of the ticket status. Hoping for your response. Best Regards, George Jr.
Suspending the SLA timer depending on Status
When we define a ticket Status, we need to be able to mark if the SLA timer stops or not. For example, if we are working a ticket and are waiting on a response from the requester for more details, the timer needs to be stopped. Is there some way withing
Customer Happiness Random
Hi Zoho Desk Team, Is it possible to have the Customer Happiness Rating randomised? By this, we want the system to randomly select a rating and not by the requestor. Best Regards, George Jr.
Ticket assignment notification?
Hi, Is there a way to automate a notification to a contact when a ticket has been assigned to an agent? I can see that there is the field under agent notifications but not under contact? We would like the keep the receiving new ticket notification but
Invite External People to Event in Zoho Desk
Hello, Can I add external people to an event I create in activities in the Zoho Desk? I can see that I have the option to add Contact Name under my event but when I create my event the Contact Name I enter (that has an email connected to him) doesn't
When will the Auto Tags feature be implemented?
You did add the "Auto Tagging" feature to Desk when Zia was announced but since then we are still waiting to see the effects of this feature. Could you please share an estimated date for it to be implemented into Zia.
Zoho Desk Android app supports file encryption within the app
Hello Everyone, In the latest version of the Android Desk app (v2.4.24) the files that are cached in the Zoho Desk app's private space will be encrypted. This is supported from Android OS version 6.0 and above. You can update the app either from the
Integrating Zoho Solutions (Knowledgebase)in Wordpress site
Hi, I'm wondering if there is an easy way to integrate the Zoho Solutions (Knowledgebase) into an external website, like Wordpress? I would like my clients to be able to access the knowledgebase from our main site. Thanks!
Spam Detection Free Edition
Hi, We are trying trialing Desk as a replacement for our new ticketing system but all emails are flagged as spam, we have disabled the spam detection filter under general settings though this doesn't seem to do anything. Is it not possible to disable
Update Ticket description
Need help asap. I am trying to update description and found out i cant send html formatted string in xml. Its failing. https://desk.zoho.com/api/xml/requests/updaterecords?authtoken=..........&portal=.....&department=.....&xml=<?xml version='1.0' encoding='UTF-8'?><response><row no='1'><fl val='Description'>'asdf asdf asdf /nasdf <u>asdf asdf/n</u>asdfasdf<font size="5"> asdf asdf asfd /n</font>asdf asdf /nasdf/n'</fl><fl val='Status'>Closed</fl><fl val='Read Status'>False</fl><fl val='is
Copying the Help center article in to another another article
I would like to copy the Help center article into another another topic. i have seen a option for moving the article into another topic but not copying. please tell me how to copy the article.
How can I associate more than one department to a category in my KB after enabling the multi-branding?
Hi there, Before enabling the multi-branding I was able to add a new category in my KB and associate it to more than one department, which became impossible after creating a new help centre for one of my departments. I am trying to add a new category
Support breadcrumbs inside KB articles inside ASAP widget
As the title says, it would be nice to have breadcrumbs so user can navigate to the Home section. While the Back button also works quite well for this purpose, the breadcrumbs obviously adds another layer of information by explicitly showing the hierarchy
When will the table view feature be released for the Accounts and the Contacts modules?
This is definitely a necessity when working within these modules for data manipulation purposes. We are modifying certain fields on the Account records and it becomes really hard to find your last edit after a while. Also looking for incorrect values on a bunch of records is impossible without a customized view (table view) on these modules.
Failed to Post your Comment error
Hello Team, Some of the team that works on the replies from Zoho Desk are experiencing the following issue when trying to reply tickets: This is issue does not happens all the time but it is consistent, is there anything I can do on my end to solve the
MSP - how best to manage multiple customers
Hi Zoho, I'm currently evaluating Zoho Desk. I run an MSP which means I support multiple external companies. As such, I'd be using Zoho Desk to track tickets and tasks and the associated time spent. But ideally I want to group users and their tickets in to "customers" so that I can generate reports to show what work was done for a particular customer. I don't really see any obvious path to do this in Zoho Desk. There are 'Departments' - so I could create a Department for each customer. But this doesn't
Slack for Desk
We are considering integrating our Slack channel to Desk. Right now most of our client support issues come from our slack channels. it has been a challenge to get our clients using Zoho Desk to create tickets so I'm wondering can a client create a ticket
Uploading new version of an image in Gallery does not update related articles
Hello, Within the Gallery, we have the option to upload a new version of an image (or any media). However this does not reflect on knowledge articles that are already using these images. For example: Create a Knowledge Article where you insert an image.
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