Introducing Blueprint 2.0
Blueprint is Zoho Desk's advanced process management tool. It helps businesses implement support processes and makes it easier for agents to deliver consistent, timely customer service. It's quick to set up and can be implemented at scale for a variety
Unable to see email for CC'd contact from edit ticket screen
Reproduction steps: A. Open a ticket with someone CC'd on the ticket / email thread. B. Go to "Edit ticket" C. Look at "CC" field. Expected behavior: Some mechanism is available to see what the email address is for the CC'd contact. Ideally you could
Knowledgebase Article Attachments
Hello Is there a maximum attachment size? Or file type restrictions? We are trying to put our Latest Software Installer in the article from ZohoDocs. It says it successfully attaches but nothing shows up. Thank you
Poor use of margin padding in compact view
Why does compact tickets view insist on having 150px of whitespace margin from the borders of the window and the left sidebar? Because of the current behavior it's only possible to see 6 characters of the ticket title when using a window 960px wide.
No Bullet Points in Article editor
When I try to add or edit an article in the Help Centre, there's no option for bullet points. When I click on the button I see the attachment image and the code generated is <ol> <li style="list-style-type: upper-alpha">... </ol> Instead of <ul>
Zoho Desk integration on my App
Here is what we are planning to do 1. Give a UI on the app to create a ticket 2. Show the ticket status on the app 3. Show the comments by the agent on the app 4. Allow customer to respond to the agent comments 5. If ticket is closed, allow customer to
Missing a Create Thread API
Really frustrated that I can create a ticket through API but I cannot create, or add a thread through API (as far as I can see). I want to be able to mimic a complete EMAIL flow through API calls. Create a ticket through API. Add a thread which was originally
Twilio SMS/MMS Integration for Zoho Desk
Twilio SMS/MMS Integration for Zoho Desk This plugin enables SMS & MMS communication between agents and end users. End users can ask for help via SMS/MMS and support engineers can send the solution through the same channel. Complete demo of our extension, Key features of this integration: SMS and MMS Inbound and Outbound Support AI in creating Tickets or Threads SMS Outbound Message Initiator Instant Acknowledgement Support This is our extension link. For Multiple
ZohoDesk Sync with ZohCrm
Hello We are a long standing user of ZohoCRM. We have been using Freshdesk but decided to try ZohoDesk for tighter integration. We implemented the one-way sync to test and only companies less than a year old came over. How do we get the rest to sync
Sample code to create Deal from Ticket?
Anybody have sample Custom Function to create a Deal from a Ticket? Thank you!
Add Help Centre Users to User Groups Before Invite
Hi, It's annoying inviting a Help Centre User (e.g. one of our customers) and not being able to add them to the relevant User Group immediately - so when they first log in to the Help Centre, they don't see any KB Articles suitable for them. It's only
MAIL SUBJECT
Hello how to change the subject of the email I sent. I want to put any type of information in the subject line as if I send an email classic. I want to manually change in the subject line. best regard faouzi
Cannot forward emails to zohodesk
I have set up an email address on my site which forwards directly to the support email address on zohodesk like this: support@xxxxxx.com > support@xxxxxx.zohodesk.eu However, no emails are ever arriving in zohodesk. I've checked and the forwarding is
Looking for a way to Round Robin an auto assigned task.
Hello, I am looking for a way to do a Round robin for an auto assigned task based on certain criteria without changing ticket ownership.
Zoho Feedback Widget: Cross-Origin Read Blocking (CORB) blocked cross-origin response
Hi, I'm tesing the integration of the Zoho Desk Feedback Widget and I get the following log message in Chrome Dev Console. Cross-Origin Read Blocking (CORB) blocked cross-origin response https://support.mydomain.com/support/html/blank.html with MIME type
Modifying existing comments
Hi, Is it possible to edit existing comments against an article to change their status from public to private. Some of our agents didn't realize their comments were being made public during draft reviews so now we have bunch of comments relating to things
Views and Likes/Dislikes
Hi, We've been setting our knowledge base and are close to having it ready for customer viewing, Ahead of this I wanted to be able to reset the public views and likes/dislike counters so that we can accurately track customer engagement but I can't seem
How to manage incidents in Zoho Desk?
Hi, Sometimes it happens: multiple customers are experiencing the same issue and suddenly it starts raining tickets in a short amount of time. What we'd like to do is easily group these tickets together so there's a clear overview of the symptoms users
How do I set "Over the Phone" number for Agents?
I cannot seem to properly configure my Agents so they can use "Over the Phone" status on their profiles. They receive the message "An 'Over the phone' number has not yet been set up for your account. Please contact your administrator". Absolutely cannot
Time-based actions
I would like to create a time-based action where after 24h from customer's message (either first or the next one) we send a sorry for the delay message. What conditions should I use? Also, how often are the conditions checked? I set time for equal 24h
Not able to select "ON HOLD" as status type
Hi, When trying to change an existing status type or when creating a new status, we're not able to select the "ON HOLD" status type. Only "OPEN" and "CLOSED" are available. Is this a known issue? Best Regards, Daniel
Major Change: Handling Time Zone Compatibility in Time Entry APIs
Dear Zoho Desk API users, We recently identified a compatibility issue related to time zone conversion in our time entry APIs. Here's a detailed breakdown of the issue and the change you need to make to resolve it. The Issue Our time entry APIs (GET
Improvements to Spanish translation for Zoho Support
Hello team, I would like to suggest some improvements to the Spanish translation. On the screenshot below, I would change the following: Todos los Solicitudes => Todas las Solicitudes Abrir Solicitudes => Solicitudes abiertas Solicitudes cerrados => Solicitudes cerradas On the screenshot below, I would change the following: Select a Department... => Seleccionar un Departamento... Request Type => Tipo de Solicitud How Critical is Your Request => ¿Qué Tan Crítica es Su Solicitud? I hope this helps
Allow End-Users to Authenticate via O365/Google/etc
Many of our other software vendors allow our customers to sign into accounts by authenticating against Office 365 or GSuite by simply matching the email address. It would be great if we could allow users from hundreds of different companies to sign into
Desk API Bad request
I have a problem... im doing this call : curl -X GET https://desk.zoho.com/api/v1/tickets -H "orgId:701841XXX" -H "Authorization:Zoho-authtoken 96610365260fac105f279882e741fXXX" And i have a 9 Tickets... but ever its the same response: {"errorCode":"BAD_REQUEST","message":"Bad
first name placeholder ????
I have email templates saved in desk and want to update these templates to include ONLY the first name in the greeting line (ie. Hi (contact first name), ) I've tried the place holders listed and the ONLY one that even works includes the persons first
How to turn on voting for community forums
I'm having trouble finding how to turn on the Vote option for a post on the community. I posted an idea in testing but my test user can't upvote it.
View on work time calendar in Zoho Desk
Hi, Desk is briliant platform who has so many features but at first contact with zoho desk i was confiused because i have not found tools which I can check daily activity my people on the calendar view. I sended screenschoot shoot from extension from
Is it possible to create prompts when closing a ticket?
Hi, My company is new to Zoho, and we're trying to establish a good working practise of entering a resolution before closing a ticket. Is there a way to create an automatic reminder/prompt to enter a resolution when you close a ticket? Or alternatively, make entering a resolution mandatory for a closed ticket status? Thanks, Claire
Viewing own time spent by Agent
Where does an agent view their own time for the day/week?
Mass update Accounts in Zoho Desk
Hi guys, Yesterday, we have opened the sync between CRM and Desk. Tickets and some of contacts have been gathered from Desk to CRM, CRM to Desk. Some of the accounts' informations couldn't been gathered. When we click on the update from Zoho CRM button,
External ZOHO Approvals
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 send a notification to the client for approval, that would expedite the process. Let me know if you have any questions. Thanks!
How to auto-assign a ticket to "self" (same agent replying)
Hello, we are looking for a way that when an Agent replies to an unassigned ticket it automatically assigns it to the same agent replying. Seems to me that in Automation Rules or Round Robin, the assignnment must be done to a specific agent, but what
Always show tags when viewing a ticket
Is it possible to toggle the tags so they always show, or at least show up in the ticket properties on the left?
Assign a product to a team rather than a person
Is it possible to assign a product to a team, rather than an individual as an owner? @Zoho - i accidentally posted this with my test account and realized it is set as Awaiting Moderation so you can delete those duplicates.
Assigning ticket to next shift worker when a customer replies
Hello Community and Support, In our ticket workflow, we often send replies to customers and some time may pass before the customer replies back. We run a 24/7 operation, so our agents work on different shifts (some during the week, some on the weekend.) I would like for there to be some type of workflow or supervise function that could know which of my agents are online and if the ticket is currently assigned to someone who is not working, then assign the ticket to someone who is working. Can I
Introducing Avaya, Typeform, ShippingChimp, Magento and 11 more extensions for Zoho Desk
Deliver stellar customer service and win customer loyalty with Zoho Desk. Here's a list of all new extensions for Zoho Desk released in the first quarter of 2021. Connect your favourite business apps with Zoho Desk in a snap without writing a single-line
Zoho Desk Inaccessible
I have administrative privileges and I can not even seem to log in to our domain? https://classroom.optimi.co.za/support/optimiclassroom/ShowHomePage.do Please can you assist?
Unable to edit Email template for shared ticket notification
When a ticket is shared between departments, i would like to edit the email template for shared ticket Email notification.
Functional Change: Validating email IDs in Zoho Desk REST APIs
Dear Zoho Desk API users, As part of our continuous API enhancement efforts, we are introducing a bunch of validation rules for email IDs that are passed in our REST APIs. Until now, only basic validation of email IDs was being carried out in our APIs.
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