Ticket/email attachment automation
Is it possible for a ticket to grab any attachments included in the email chain(s) and add them as ticket attachments? Or at least is there a better work-around than saving attachments to a workstation and then uploading them to the ticket? What is the best workflow others have found to include files sent to and from clients in tickets?
Zoho Voice integration with Zoho Desk
Dear Desk team, I know that Zoho Voice has just been released but would like to ask this question as a few of my Desk clients would really be interested in this. Is a Zoho Desk integration with Zoho Voice on the roadmap? If yes, any information about
Automatically create support tickets on a recurring basis
As mentioned in this post, the idea of a recurring ticket is pretty valid. From time to time, we have to create repetitive tickets (like windows update tasks, restore simulation of backups, check firewall rules for unused entries, and so on). I guess this is a very important tool for Service/Help Desk purposes, so we doesn't have to create a internal schedule (on Microsoft Outlook or Google calendar) to remember to open a new ticket every week/month/etc.
Scheduled Ticket
Create a periodic ticket and that an agent is assigned with the respective client. Regards, Victorino
Custom contact field on the help center form
Hello, I'm looking for a way to add a custom contact field to the help center form. How would I do this? Thank you in advance for the help! Kind regards, Luuk Schalk
Enable Merging Tickets from Different Departments in "All Departments" View
Dear Zoho Support Team, I'm writing to propose a new feature for Zoho desk: the ability to merge tickets from different departments within the "All Departments" view. Current Limitation: Currently, Zoho desk restricts merging tickets from within the "All
Re-Apply SLA When Ticket Reopened from Closed Status?
If you have an SLA applied, timers are deactivated when going to "On Hold" status type and reactivated when going back to an Open status type. What we discovered is when a customer replies to a closed case and it reopens, the SLA is not applied and timers
Duplicate Ticket when send email.
Good Day, When reply made in new email and send to zoho desk with subject "[## ticketnumber ##] subject" it returns a new ticket in zoho desk, but when agent reply to the ticket even if it is a new email or reply with this subject format "[## ticketnumber ##] subject" it will be a new thread to a ticket which is what I want. I hope it will solve. Thanks.
ZoHo Support | Duplicate Ticket Detection
Hello, Is there any way Zoho can "read / detect" an already assigned ticket number in the subject header or body of the email? Example: Ticket [## 19662 ##] **URGENT** Ocean Quote - Normagroup Now, when someone who was in copy replies to this email or an RE: gets placed in the front of the email automatically via outlook, our system creates an entirely NEW ticket which is then prompting us to search our tickets for "similar tickets" to then merge them... We're spending a TON of time merging and at
Agent Availability Report
I'm trying to understand how the agent availability report works. So I'm logged into zoho desk (and have been all day) and am looking at the report and my name does not show in the list. How can that be?
Formula Fields for Zoho Desk Custom Fields
Dear Zoho Desk Team, I'm writing to request a new feature for Zoho Desk: formula fields for custom fields. This functionality would allow us to dynamically calculate values based on existing custom fields within a ticket. Current Limitations: Currently,
Get Info (alert) for SLA accounts when creating / editing a ticket
Hi, I tried to program an info / alert, while creating or editing a ticket, when an account has an SLA. Since I couldn't find any relationship to the SLA database, I added a decision field to accounts. A workaround could be if the account also has products
Can a client close a ticket from an auto response?
Hi, We are looking to set up auto replies to customers when they raise a ticket. Within this reply we would like to include a link for the client to click if they need to close the ticket before we get back to them. This sometimes happens whereby the
change account of the ticket without changing the contact profile
Sometimes third parties (such as accountants) send us e-mails regarding more than one of our customers (accounts). To handle this, we need to be able to choose what account is related to a ticket, without changing the contact profile. Do you have
Zoho Desk: What's new in 2024 | Feature release
Zoho Desk's 2024 release is here! This year, we are bringing you a range of highly-anticipated features, including some that are designed to meet unique and industry-specific needs. With solutions for personalization, automation, AI, ticket management,
Unable to do multi-year reports or take a full ticket backup
We simply need to export ALL the tickets on our Zoho Desk portal but are unable to. It is a basic GDPR requirement (UK Data processing) and we need to be able to do this by LAW. Another reason is that we sometimes need to see all tickets in one place
Zoho Desk adding whitespace when updating agent email signature via API
Hi Zoho Desk team, I'm having a problem updating an agent email signature using the API (see endpoint). Zoho Desk is adding extra space in the header of the email signature. Note that the original HTML signature does not have these whitespaces. I'm using
Limit Status Change Options
How can I limit which statuses can be selected from different statuses outside the Blueprint? When our team first configured our Zoho system we used the Blueprint but a couple months later they stopped using it and it's out of date, so that's not an option.
Multiple Tickets from Same Contact
Hi, We have noticed our customers sending multiple emails to us (multiple tickets created). If I have a ticket open in front of me. How can I check from the same view if there are more tickets from this user. Dinar
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!
Navigating email templates just got a lot easier!
Email templates are incredibly useful to agents who deal with a large volume of tickets every day. They enable agents to deliver help quickly, while setting the right tone and maintaining personalized communication. If your support team uses email templates extensively in Zoho Desk, you will have found that agents have to navigate a long list of templates to find the right one. We realized that this process could be much smoother for your agents with a little refinement to Zoho Desk. That's why
Create tickets on behalf of the sender while forwarding emails
So I was chatting with Rahul today, thanks for your help. (You guys need to update your support page where it says manually entered tickets are set to unassigned. They are not, they are set to the logged in user but please make that an option to default always to unassigned.) Anyway, our sales and customer service team forward a lot of emails to our support department. Now that we are using Desk we want to just forward customer support requests there. However, we found that even if the support person
Autocomplete email addresses of Agents when CC or Forwarding
When replying to or forwarding a message, many times we wish to include another member of our team, either by CC/BCC, or forwarding the message directly to them. The system auto-completes the email addresses of customers, but we are forced to type the
Hide Default reports
Hi. I'm trying to hide the default reports so the team can see only the custom reports we made. How can I acomplish that?. I know how to create a folder and assign permissions to it, but I can't (or don't know how to) do anything with the existing default
[solved] #original_sender trick not working for us
Hello community ! We really like DESK.. it's working like a charm for us but I have a request. Some users are sending emails personnaly to me (instead of using the support adress).. and I saw there was a possibilty to use : #original_sender {mail@mail.com}
Provide same functionality to CC field as for other ticket fields
Issue I'm not able to do much with the CC field for Help center users, as it is a somewhat special field today. It is not visible amongst other ticket fields and it can only be activated at a specific place: Settings > Customization > General Settings
Create an article template
I have a question concern the Knolwedge Database from Zoho Desk. There is any possibility to create an article template ? Exemple of what I research : TODAY : I want to create a lot af articles with the same baseline > I create one article > I copy/paste the baseline from my article to another article > I repeat this operation WHAT I RESEARCH : I want to create a lot of article with the same basline > I create a template with "title, texte and tags" > When i want to create an article based on my
Different Questions
Hi! This post is more or less for the Zoho Team. But I would also like to hear the community to different topics (especially the firefox regarding ones). Thats why I write it in the forums. When will it be possible to switch to 24h time-format? You sell
Zoho Desk now integrates with Slack
Do you use Slack to power internal communication and collaboration within your organization? If you do, we've got some good news for you. Zoho Desk now integrates with Slack, so your agents can get the best of both tools without compromising on either. The Zoho Desk app for Slack gives agents quick access to ticket information from right within Slack, saving your team time and effort. The integration also lets you configure real-time updates to your agents via Slack. The notifications can
CORS problem with APIs
When I try to call web services from Postman, I don't have a problem I can get responses without problem. But when I try to call Zoho web services from my web application I have a CORS problem. For local development I download a Chrome extension for prevent
Announcing Early Access to the next generation of Zoho Desk UI
Customer service is one of the categories where efficiency and quality of service have to run in parallel, and your team's experience with their helpdesk goes a long way ensuring these aspects are uncompromised. Introducing DOT Design for Zoho Desk -
We are making preparatory changes to the Ticket ID field type!
Ticket ID field in Zoho Desk serves as one of the key elements of the system. Our current implementation only supports numerical values for Ticket ID. This certainly limits our customers from customizing the Ticket ID. With the above challenge in mind,
Cannot create KB articles in Desk Sandbox
I would like to test some knowledge base help center organization in the sandbox test environment. I can not add any articles because I cannot add any categories nor publish any articles in sandbox mode. When I attempt to create a category I get a notice
Take Zoho Survey directly from Zoho Desk Contact
Within CRM the integration provides users to take a survey directly from a Contact (see attached). Is there similar functionality within Zoho Desk.
Some tickets have a large amount of text in the Description field
I recently noticed a phenomenon where some tickets have a large amount of text in the Description field, which appears to be email content. Some tickets have it, while others don't. It seems that this might be due to emails with excessively long content?
Sync Lookup Fields from Zoho CRM
HI Team, I have synced a lookup field from my CRM data to Campaigns. When I view the synced data the field appears to display a Zoho CRM record ID rather than the text value. Is it possible to get the sync to import the text value rather than the CRM
Access-Control-Allow-Origin Problem
Hi there, I try to use create ticket and get tickets web services. I can get tickets of my specific users with these URLs without problem. https://desk.zoho.com/api/v1/contacts/search?email=:email https://desk.zoho.com/api/v1/contacts/:id/tickets But
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,
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