PRIVATE THREAD
Whenever I want to reply to a thread, I see 'Send-private thread'. what does it mean please?
The Article "Custom Sort" option is no longer working.
The custom sort option was working in the past but now it will sort by last modified even though custom sort is enabled. I have included a screenshot.
Explore ticket extensions conveniently using the extension starter pack
Hello everyone! Navigating through different pages to find the right extension for different ticket management activities can be a bit inconvenient. It can also be challenging for new users to pick the right extension for their requirements. For example,
AGREGAR NUEVO CENTRO DE AYUDA
Estimados, Finalmente hemos logrado crear los subdominios, pero de momento al configurar se tiene el siguiente mensaje " Se encontró un carácter no válido en el nombre del Centro de ayuda. " he intentado colocar el nombre sin espacios y con un solo nombre
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Currently our "Waiting for Customer" status is configured to show in the Open Tickets view, so our agents can follow up (remind) customers that we're waiting on something for them. This clutters the agent's "My Tickets" queue however, and also makes it
Round Robin - option to consider agent work schedules
In our company, we use a Round Robin rule via sequential assignment to split incoming tickets across multiple agents. All these agents work full-time, but we may have part-time agents in the future. It would be great if there was a feature to specifiy
OAuth token error
Hi, Im getting errors trying to generate OAuth token : curl -X POST -H 'Content-Type: application/x-www-form-urlencoded' -H 'Accept: application/json' -d 'grant_type=client_credentials&scope=Desk.tickets.CREATE&client_id=1000.xxx&client_secret=xxx' 'https://accounts.zoho.eu/oauth/v2/token'
Creating separate ticket Queues for separate departments
Hello, I am currently setting up Zohodesk for the first time and we are needing 2 separate queues, one for out IT team and one for our Estates team. I have tried setting them up as different departments and as different teams. They have separate emails
Featurecast Story 18 - Conversation views
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 18 - Conversation views Find all your business conversations in one place Providing service on any channel is a challenge Agents need to be able to actively listen and work with customers
Unable to Process your Request
Guys, I am having the following issue in all the workstations
Can't activate chat
I can't activate chat. Here is the error:
Automatically moves tickets to another department
Hi, Are we able to set an automatic workflow to move tickets to another department? I've tried workflow and the list of actions does not provide "moves ticket". The closest I get is "share ticket" but this action doesn't show/moves the ticket at the relevant
Trying to setup automation for filling up timelogs into zoho-people
Hi Team, We are licensed user of zoho desk and willing to automate timesheet filling using postman or any other client which would take input from one form or file and Add time logs and saves it for further verification and submission. I was refering
Where can i enable tracking first response time per ticket.
Hello, I've had a request come from above about some supplying reports on the performance of the Help desk, and one of the required is Mean Time To Response I can see there is a field from the data export files which is called "Time to Respond" however
ZoHo Desk - Custom Function - Retrieving Latest Comment
Hello All, I currently have a custom function that searches the most recent thread within a ZoHo ticket for specific keywords. See below excerpt where latestThread is defined latestThread = invokeurl [ url :deskURL + "/api/v1/tickets/" + ticketId + "/latestThread?include=plainText"
Zoho Desk slow when running custom report with large number of columns
I have a custom report with 95 columns that often refuses to load and maxes out the page memory very frequently making it almost unusable except with a lot of patience and refreshing the cache every time I try to export 2,000 rows. The report generated
Multiple "From address"
Our company has 2 support team mailing lists. Can we register 2 "From address" ?
Ticket creation notification only when ticket is created by a customer
I want to prevent a notification from being sent to a ticket recipient (customer) when the ticket is created by an agent, and only send them when a customer creates a new ticket via email or help center. How can I best create this as a rule? Would it
Category and Sub-Category not mandatory on pre-created ticket
Hi, We have our support email address that is automatically forwarded to Zoho Desk so it automatically creates a ticket for each email. The issue I'm having is that these tickets can then be closed without having a Category or Sub-Category set, despite
Customization of Ticket Data on View
We are moving from one support desk software into Zoho Desk. So far we love a lot of the feautres and options. One thing we can't figure out though is customizing what ticket information we see on the ticket views page (using Classic or Compact, not modes).
Setting default filter in 'My Open Tickets' view
Hello, Is it possible to set a default filter in Desk for the 'My Open Tickets' view? Either for everyone or just an individual user? I have to keep manually setting the filter to 'Due Date' | 'Today + Overdue' but it would be useful if this was set by
Default Email Templates - Zoho Desk - iOS
Hello, Everyone! In the latest iOS version(v2.8.11) of the Zoho Desk mobile app, we have enhanced and revamped the email templates functionality. Here's what's new and improved: Default Email Templates: You can now mark a template as 'Default' directly
Default Ticket Listing - Zoho Desk - Android
Hello, everyone! In the latest Android version (v2.6.21) for Zoho Desk mobile app, we have brought in support for the 'Default Ticket Listing' feature Previously, the classic ticket list was the default option. Now, with the Default Ticket Listing feature,
Layout and Validation rules for Quick actions - Zoho Desk - iOS
Hello, Everyone! In the iOS version(v2.8.10) of the Zoho Desk mobile app, we have extended support for Layout rules and Validation rules in Quick Actions for the Tickets and Tasks modules. When a layout or validation rule condition is satisfied, an intermediary
Custom Modules - Zoho Desk - Android
Hi, everyone! In the Android version(v2.6.20) of the Zoho Desk mobile app, we have introduced support for custom modules. Related Items Support: You can now link custom modules with Tickets, Contacts, and Accounts, allowing a integrated view of your data.
Zoho desk - current subscription and number of users
Hello Please can you confirm our current subscription and number of users for Zoho Desk Currently looking at expanding number of users - additional 5 users Please can you advise available bundles/options which may be more cost effective Regards Paul
Customer Tags (For Accounts & Clients)
Hello, Is there a way to add tags to the accounts and contacts? For some perspective, we have some accounts that have multiple clients but not all of our clients have permission to request certain things. We would like to have a way to tag the client
Setting a default from address per team
Hi, We have setup 2 teams within 1 department. We have also setup 2 "from" email addresses. I would like to setup the system so that each team sends from it's own "from" address. Can someone tell me how to set this up? Agents can select the "from" address
Email template for new announcement
Hello, We need to translate the email template when a new announcement is posted and send to the followers. Unfortunately, I couldn't find where to do it. Is this possible? Thanks in advance, Kind regards
Unable to save Blueprint in Zoho Desk.
Hi I have created a blueprint in Zoho desk which has 14 states and upon saying it says " Unable to process your request". You can refer the top center of the pic for Reference. Can anyone help!
Zoho Desk Web Forms Embedded to Zoho Sites | Captcha Image Issue
Good day Zoho team, I created a web form in Zoho Desk and embedded the code to Zoho Sites under the Contact Us page in the website. The web form consists the ff.: First Name, Last Name, Email, Phone Number, Description, and Captcha. In Zoho Sites, The
Facing issues when integrating the ASAP SDK for Flutter into our application.
I am currently working on integrating the ASAP SDK for Flutter into our application. We have encountered difficulties during the integration process and are seeking technical assistance to resolve these issues. Details of our integration efforts: - SDK
Implement JWT Authentication Mechanism for Help Center
Hello everyone! This feature is released in a phased manner and will be available only to those who request for it. To request early access, click the registration link and provide your details. We will enable the feature for your Desk account. In the
How Do I Add a Tag to Multiple Tickets?
I'd like to be able to select multiple tickets and apply the same tag to all of them, but I don't see any way to do that. Is this possible? Thanks, Celeste
Featurecast Story 17 - IM via the Desk mobile app
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 17 - IM via the Desk mobile app Carry your support desk wherever you go! We're delighted to introduce you to our Zoho Desk's IM mobile software development kit (SDK). Zoho Desk is the first
Master the Customer Experience Suite: Join our workshops to elevate your customer experience
Zoho's CX workshops have expanded to more cities this year, and we're excited to meet you all! Here's where we'll be: April 10-11, 2024 - Johannesburg, South Africa May 8-9, 2024 - London, United Kingdom May 13-14, 2024 - Paris, France May 16-17, 2024
WhatsApp Integration
This integration empowers you to provide live support through WhatsApp, right from within Zoho Desk. When customers message your business on WhatsApp, your agents can choose conversations and respond to them without leaving their help desk. Agents can reply to customers, send attachments, and resolve issues, all in real time. Zoho Desk helps you keep track of these conversations by logging them as tickets. If you tried the beta feature, please share your feedback below. Your feedback will help
zoho desk ticket permission issues
If I want to set up a desk account for sales, with the purpose of allowing them to see the status of tickets opened by contacts they are responsible for, how should I divide the permissions? Because no matter how I adjust the sales settings, they may
Duplicate tickets when department emails are copied
We use Zoho Desk and have four separate departments with four separate workflows. If a ticket is moved or someone CCs a department email in a different department, it creates a new ticket in the different department and creates another new ticket in the
Different Ticket Templates
When will it be possible to have multiple ticket templates / layouts? We different types of requests that require us to collect different types of data. Some fields on some tickets would not be relevant for other types of support requests. We do not want to flood the ticket with fields to cover every kind of support request. It would be really helpful to be able to customize a ticket template or layout depending on the kind of service request.
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