Associating contact to account in a closed ticket
Hi All, We do not have ZIA available to us in Australia so when a ticket is received from a new contact I have to go into the contact establish what company they are from and associate to that account. There appears to have been a development pushed through
Search Operators
Can we add search operators to the desk search? Or the ability to refine a search with advanced filters?
Download email snippets
Is there a way we can mass download agent-created email snippets?
Zoho Desk API : Update an articles returns Unsupported Media Type error
Hi, Our domain name recently changed and unfortunately we cannot create a 301 redirect to our new domain. This results in us having to update our domain name references in our ~500 Zoho Desk articles and ticket answers. Since doing a bulk search and
Agent name Alias
I am seeing that Full name of my staffs are written on every ticket response which is not good for some reasons. It is possible to user like this: Manny P. (First Name with Last Name's First Letter) or Manny (First Name) This is want we want to show
Agent Notification: Response from Contacts in the CC
Hey, I have a use case for the notification being sent to Agent when multiple contacts in the ticket respond. Agent always gets email say Contact Person{Case.ContactName} who raised that ticket have responded to the ticket even if the second or third
Auto CC - Moving Departments
We have Auto CC e-mail replies to your support mailbox enabled. We have two departments: Helpdesk (helpdesk@domain.com) Delivery (delivery@domain.com) If we create a Helpdesk ticket, and reply, replies are CC'd to helpdesk@domain.com (OK) We then move
Understanding Guided coniversation in Zoho desk.
Hello Zoho developers, Understanding Guided coniversation in Zoho desk. Guided Conversations, also known as GC in Zoho Desk is a way to implement your self-service strategy. It is a GUI (Graphical User Interface) based, low-code, self-service platform
Automatically assign the ticket creating user as contact of a ticket
Hi, as my topic suggests, is there a way to assign the user creating a ticket as contact of that ticket without me bing forced to look up my own contact "manually". This is for the cases where our own team members from other departments would create tickets
Any drawbacks from removing ID from Ticket Subject in emails?
Zoho's automatically adding [## XXXX ###] of course, but apparently it's possible to disable this function altogether by writing to support. But, are there any drawbacks to that? It's certainly more pleasant to look at from customer view, and sometimes
Is it possible to add a custom channel?
As a group of schools, we have a number of people who walk up to our helpdesk. Is it possible to add an "In Person" channel to the Channels list for the source of tickets?
Request for Assistance with 3rd Party API Returning 500 Internal Server Error
Hello everyone, I'm encountering a persistent issue with Woocommerce Rest API that I am integrating into my application. Whenever I make a request to the API, I receive a 500 Internal Server Error response. I've checked the following: Verified the endpoint
Hide Agents name in Ticket Responses in "My Area"
We were able to hide the agents name in the emails, however, the customer is able to see which agent has responded to a ticket in the thread of emails by going into their Help Center thread. Is there any way we can hide that information?
Zoho Desk View Open Tickets and Open Shared Tickets
Hi, I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department. Currently my team has to swich between two views (Open Tickets and Shared Open Tickets).
Email notifications does not state the correct sender if cc'd recipient has replied
When I get email notifications from Desk when a customer has replied to a ticket, it always states the main customer has replied even if someone that was cc'd in actually replied. I will show an example here:- The below screenshot shows two notifications
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.
Individual Agent Signatures for automated Mails
Hi there, is it possible to add individual agent signatures to automated responses? For example, if Agent A closes a ticket, the customer will receive our automated "Ticket has been closed" reply. Can we add signatures depending on which agent closes
Custom View in All Departments
Hell, I am unable to add a custom view when I am in All Departments. I am also unable to use Table View in All Departments. Is this something I should be able to do with my version? It seems silly to not have this available. Thanks!
Support placeholders in links
It would be really useful if we could use placeholder fields in links when creating a snippet. As an example we generate workdrive folders for each ticket and attach the url as a custom field. These urls a quite long so it's nice to include them as hyperlinks
Scheduled Reports missing charts
I've scheduled a report in my Zoho Desk application. While looking at the report from a browser, it has the chart at the top and the supporting data underneath it. When I schedule the report and email it as a PDF, the report is missing the chart at the
Add a button to help center
Hey folks, I wondered if I could add a submit a request button on my help center on the header toolbar. If possible how can I do so. thanks in advance
How to create a validation rules in Zoho Desk.
Hello Team, In Zoho Desk, a validation rule needs to be created.depending on departments and department heads, therefore kindly provide a way to accomplish this. Thanks & Regards, Thisai Moorthy.
Setting the email subject when replying to a ticket?
When we go to Tickets, click on one, and click on Reply... how do we customize the email subject line? We have our Shopify support forms routing to Zoho Desk, and it is less than ideal for customers to get emails titled things like "Re:[## 112 ##] New
Ticket Views: filter criteria -> dynamic date values in relation to the current date
Hello all, It would be very helpful if you could build custom views in such a way that you do not have to adjust the criteria daily or at whatever interval in order to change the fixed date value as needed. For example, I would like to create a view that,
How to customise Authorisation Request email
How do I access the template for the authorisation request section in blueprints ? When the email comes through it has no styling at all and could be mistaken for a phishing email Where can I change this as I can't find it in the Template section
Zoho Desk integration with Power BI
Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks Jack
Markdown for Desk?
Hi, my company wants to use markdown for formatting text in Desk (in all modules there, especially Tickets and Helpcenter). Zoho already offers use of markdown in several products (see https://help.zoho.com/portal/en/kb/backstage/microsite-guide/formatting-with-markdown/articles/formatting-with-markdo)
Paste a photo as attachment
In our process we take photos and snaps of everything we do as the job is completed. It would be a time saver, we could paste a snap in the attachment module. Currently, we have to save the snip, upload it, then go back and delete the file. Thanks R
Time Entry Layout
Is there a way to create a Lookup Field in the Time Entry layout, We would like to be able to assign a product each time we enter a time, or have the ability to do an import for the "ticket Time Charge" field. We classify time-based on the type of work
Notification Center doesn't update anymore
We are used to using the Notification Center of the Zoho Desk to follow all tickets updates, but I've noticed its last notification was from 11 days ago, as shown in the image below. How I can found out why this happened, and how can I resolve it?
Automation #6 - Prevent Re-opening of Closed Tickets
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Typically when a customer submits
Get custom fields - Creating FSM Work Order from Ticket in Desk
I have created a custom function to create a Work Order in FSM from a Ticket in Desk. I would like to have some other specific information to come across from the Ticket and populate in the work order. Ticket ID (from Desk) to replace the Work Order Name
Automation#18: Automatically Fetch Values from Contacts to the Tickets Module
Hello Everyone, Welcome to this week's edition, where you can seamlessly sync fields from the Contacts to the Tickets module. For efficient business operations, it's crucial to have details mapped across different modules. Zylker Secure offers antivirus
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
Add team tag in a ticket
Hello, I'm trying to insert the agent's team into a tag, I managed to get the ticket service agent's name, and put the tag with his name, but I don't know what value for the team field. can anybody help me? Thanks
Unleash the power of detail, with Table View.
What use is context that's not available where you need it? With this in mind, we bring you the Table View. This feature will add more power to the way you organize and work through your ticket load. Table View comes in handy when you want more control over the ticket information you see. This is a nifty tool for users who find themselves limited in terms of the level of information that is being offered in the Classic View and Compact View. With an upper limit of 15 columns, agents can glean most
Problem with dashboard URL
Hello Folks! I've already submitted a ticket but also wanted to post on community as this is an urgent matter. I recently changed help desk providers to zendesk but now I want to change back to zoho desk. Whenever I go to my dashboard URL (for zoho desk)
Announcement: Canada Zoho User Group Meetups - Elevate Your Customer Experience
Hello, Folks! We are thrilled to announce the Canada Zoho User Group (ZUG) In-person Meetups! Join Zoho experts and your peers in your city for a day of networking, learning, and knowledge sharing. We are coming to your cities in just a fortnight. Our
Serial Numbers In Zoho Desk
We have a few products but each product shipped has a serial number that is unique to the customer that we use to see when that product was built, the specs for that product and how the product was built. We do not want to create a product for each serial
Introducing custom lookup fields in the Tickets, Contacts, and Accounts modules
Hello all, We are excited to announce a new enhancement that will empower you to further customize the Tickets, Contacts, and Accounts modules. Now, you will be able to create custom lookup fields in your Tickets, Contacts, and Accounts layouts for more
Next Page