Email notification for followers
Is there a way to enable email notification for followers of a support ticket? ie: Ticket #123 is owned by Agent#1, Agent#2 adds themselves as a follower. Whenever ticket #123 receives an email from the customer, Agent#1 receives an email. Agent#2 would
Automation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved between
Can multiple agents be assigned to one ticket on purpose?
Is it possible to assign one ticket to two or more agents at a time? I would like the option to have multiple people working on one ticket so that the same ticket is viewable for those agents on their list of pending tickets. Is something like this currently
How to allow multiple agent to edit Knowledge Base articles in Zoho Desk?
Hi everyone, I’m currently setting up our Knowledge Base in Zoho Desk, and I’d like all members of my team to have the ability to edit articles created by me, as well as other articles within the Knowledge Base. I've tried adjusting roles and permissions
Getting Organisation ID in Zoho Desk
Namaskaram, Check this link to know about Getting Organization ID (Org ID) in Zoho Desk. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers
Create comment with custom zoho id
Hello, It's possible to create a comment with a custom zoho id with this endpoint : api/v1/tickets/{tickets_id}/comments ? At this time when I create a new comment by default the commenterId use the authtoken informations. It's not possible to post a body like this : { 'content' => $this->content, 'commenterId' => '142550000000184001' } Thanks
Knowledge Base - Primary Departments to Control Article Reviews and Feedback to Ticket Conversion
Hello everyone, We have an important inclusion in the Knowledge Base module: Associating a category to one or Primary Department. Up until now, a category could be associated with more than one department. This allowed the agents who were part of multiple
How to reply to thread via API
We have built a webapp for our customers that uses the Zoho Desk API to enable each customer to view their full list of tickets, view individual tickets and raise new tickets. The Zoho Desk API doesn't have the ability to reply to a ticket/thread. Replies
Unable to change the "credentials of login user" option when creating a connection
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,
Default Support Email
I have successfully added a POP email account to my Zoho Support. How can I make it the default account for replying instead of making me select the From each time or instead of the xx@zohosupport.com email?
Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child
No Slack integration
Hi, Our company recently subscribed to the Standard version of Zoho Desk, and during our demos and trial, Zoho was available in our setup. However, we’ve since learned that Zoho Desk is not supported in Canadian data centers. To work around this, we considered
Prevent duplicate with custom fields?
I was wondering something about custom field/custom modules in Zoho Desk. For some reason you can make a custom field mandatory but not unique? For example, if I create a custom module to manage equipment and renewal and make a field serial number no
Adding dependent field values
Hi, I'm at the very early stages of setting up Zoho Desk but can't find how to enter ticket category values such that sub-categories displayed are dependent upon the selected category. I have both category and sub-category fields on my ticket layout and
Ticket for a lead
Is there a way to create a ticket for a Lead vs a Contact? We have prospects that need assistance while using a demo of our product. It only seems to let you choose from Contacts and if you put in the name/email of a lead it will create a Contact.
Include Suggested Articles in New Ticket Email
When someone creates a new ticket, is there any way to include recommended knowledge base articles (like the ones Zia Suggests) in the email notification to the user? When they're waiting for a reply, it would be nice to have sent them some recommended
Metrics
Hi All, Need your expertise to guide me how to create new metrics (Creating Formula) in the report (analytic)?
Auto Assign based on first reply
Is there a way to automatically assign a ticket based on the first agent to reply via email? Example: Client sends an email to help@mycompany.com All agents receive notification email First agent to reply to that email will be assigned task Also, why
How can you train the Zia Bot for Desk
I added the Zia bot to my portal, but it's rarely able to answer questions, even when I have dedicated articles for the question. How can I best train it? Should I change the title of my articles, add more information inthe body copy?
Zia now integrated with Open AI in Zoho Desk
The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.
Twilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving calls
Names displayed in lowercase
When a ticket is submitted via email, Zoho Desk picks up sender's name, but displays it in lowercase on the ticket. Is there a way to prevent it and displayed it properly? Example: Email is sent to our support email address with: From: John Smith < johnsmith@example.com>
ZylkerShop: Building a Thriving Community
Hello, everyone! This week, let's discover how Zoho Desk's Community module empowered ZylkerShop to get their customers talking. We’ll dive into the tools and insights that helped them connect with their audience on a whole new level! ZylkerShop set up
Turn Ticket into Zoho CRM Lead
Is there a way to set up Zoho Desk -> Zoho CRM integration in a way that would allow out support agents to turn a Help Desk ticket into Zoho CRM Lead?
Lost the ability to sort by ticket owner
Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?
Custom Buttons
Is there any way to create a "Custom Button" that would initiate a workflow, or call a custom function, preferably directly from a ticket? In Zoho CRM records can have custom links and buttons that make outside integrations relatively simple.
Stay informed with API Usage Alerts
Hello everyone, We have introduced API Usage Alerts, a new feature designed to manage API usage more effectively. This feature ensures users receive notifications when their API usage reaches a set threshold. This enables admins to promptly address the
Overview of all activity in tickets / threads
Hi, I'm wondering if there is a possibility to create an overview of alle activity in DESK? By all activity I mean, all comments, posts, replies, new tickets, etc...? With the purpose for a manager to have an overview of what is happening in DESK, without
In focus: New privacy and security settings in Radar
Hello everyone, Welcome to the third edition of Radar In focus series. In this instalment, we're discussing Radar's new privacy and security settings. The advent of mobile help desk apps has changed customer support in numerous ways. Along with providing
Scan and upload documents to tickets, comments, and activities
Hello Everyone! To give effective support to the end-users, agents often have to attach information or documents such as an invoice or purchase order. The Zoho Desk app allows the users to include such important details in the form of photos, files, voice
How can I create a view on tickets followed?
In Desk, there does not seem to be an option to create a view to filter out tickets which the agent is a follower on. Can this be achieved?
Issue with Date Placeholder Formatting in Ticket ID Customization
Hello Support Team, I'm experiencing an issue with the date placeholder formatting in Zoho Desk's Ticket ID customization. Specifically, when using the `{{DD}}` placeholder for the day in the prefix or suffix, the output displays the day as a single digit
Time Entry : Auto fill fields Hours minutes seconds
Hello world, Do someone know a script (for workflow rules) which fill automatically fields hours spent, minutes spent, seconds spent when we fill Executed time and End time Formula should start from (End time - Executed time) Thx in advance
API for drafting an email for zoho support tickets
Hi, Is there any ZOHO API available for drafting an email for zoho support ticket.? Please let me know if there is such API. Thanks Shams
Use color coding for picklist field values to enhance visual representation
It's easier and more efficient to manage a large volume of data in a ticket or other custom module records, such as ticket priorities and issue types, when you apply clear visual distinctions through color coding. Color-coded picklist fields allow users
how to remove email headers from Zoho Desk emails and replies from customers?
I'm testing Zoho Desk at the moment ant noticed some very annoying with the emails that go back and forth, the email headers are always included on the conversation in the web interface and the customer also receives emails with these readers showing up on replied. This makes the reply email ticket from zoho look ugly, plus it is a lot ov useless visual poluttion. I'm testing Zendesk for example and it removes all this non necessary information and you receive an email with a nice and clear summary
Merge Fewer Work Tickets
Every time someone emails our support email it automatically opens a new ticket. However this email is getting used a lot and multiple tickets are being opened for the same issue. Is there a better way to streamline this so we aren’t having to spend as
Parentwindow reference error
Hi, I have a use case where I would like to embed an iframe in the Zohodesk layout and open our application from inside the iframe. Using this iframe I can do various operations using Zoho Desk API.So, I created the extension using Zoho Desk Extension
Zoho Desk Ticket Properties
Hi Zoho Team, Checking on this if we have another outage on specific ticket module under properties. **Some of our departments aren't affected.
Agents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:
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