What am I doing wrong? (updating existing tickets via email)
I'm trialing the free tier of Zoho Desk. When I try to send email to my support address to update an existing ticket, Zoho Desk keeps creating a new ticket. I've tried putting the ticket number in the subject in the format [#ticket#] and [##ticket##].
Notifications mention the wrong user when tickets are updated.
I'm having an issue with the notifications/Feed in Desk when tickets are updated in any way. All actions taken are assigned to a single user no matter who performed the action. For example lets imagine my organisation has 3 users: User A, User B, User
Assign layout when using TIckets API
When using the tickets api to create a ticket, can you assign a layout? I don't see it in the list of fields availabe.
Zoho Desk Users Meetup Coming to Australia & New Zealand in April 2025
Hello to our Community in Australia & New Zealand, Here's some news for you : Zoho Desk Experts are coming to your city! While you take the opportunity to meet with them and widen your business opportunity, you also get the chance to meet with fellow
Client reminders
Hi Is there anyway to send automatic client reminders when we are pending a response from them? For instance, in a blueprint, say you have a transition that asks them for some additional information... They may take a while to reply, so is there a way
Retain Jira Ticket When Merging Tickets in Zoho Desk
Hi, We would like to request a feature enhancement for Zoho Desk's ticket merging process regarding Jira ticket retention. Current Behavior: When merging two tickets (manually via the interface or through the API), we can select the "master" ticket into
Created delayed alerts
We have a custom alert & rule that notifies our service alerts email address when new tickets are created but these alerts are sent out immediately when a ticket is created, is there a way to set the alerts to be sent out 15 minutes after the ticket is
Questions About Portal
I am trying to set up our portal for internal use by company employees and I have a few questions: 1. Where is the portal pulling the form template from? Or more to the point, where can I go to edit it? 2. Tickets submitted by users through the portal
Email Body as Ticket Description
Many of my customers use the support email instead of the portal to enter tickets. When this happens, the "Description" field is left blank. The email subject is automatically entered as the ticket subject when tickets are created this way - I would like
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?
Using Direct Assignment Automation for Keywords in Tickets
Hello, I'm trying to use the Direct Assignment automation to move a ticket from one department to a different one based on a keyword found in the tickets subject OR description. SAMPLE: Ticket Create (Checked) Ticket coming to - Dept A Criteria - Subject contains keyword OR Description contains keyword Move Ticket to - Dept B Assign Ticket To - Unassigned I saved and tested this by sending emails to Dept A using the keywords, but it keeps sending it straight to Dept A. Am I doing something wrong
Successfully Changed Customer's Ticket Status on Help Center Portal
in the Zoho Desk Help Center Customization I entered the following CSS Code to change the color of each ticket so the customer can easily determine the status of the ticket: /* Change Made - Already Working */ .Badge__badge.change_made { background-color:
New Feature : Copying tickets with all the contents such as conversations/history/attachments etc
Sometimes our customers and distributors do create tickets (or send emails) which contain more than one incident in them and then also some of the further conversations which are either created by incorrect new tickets or replies to old tickets are being created as combined tickets. In such cases we require to "COPY" the contents of the tickets into separate tickets and merge them into their corresponding original tickets. The "CLONE" feature doesn't copy the contents (especially the conversations
Ticket details view - add module to display other tickets open by the same user
Hello, In the ticket details view, we have down the left-hand column 'modules' for 'Contact info', 'Key Information', 'Ticket Information' and 'Additional Information'. Is it possible to change this view and add another module to display links to other
Possible to flag urgent tickets?
Hello, I was wondering if it would be possible to flag urgent tickets in some way so that when they are replied to, they stand out in the 'My Open Tickets' list? What I would like to do is when I reply to a customer's ticket, flag that ticket so that
Unable to add custom fields to Tickets through API
I have added two custom fields to our Ticket layout. Company ID and Location ID. The Fields page shows that in the API their names will be cf_company_id and cf_location_id. When I submit a ticket through the API I get: {"errorCode":"UNPROCESSABLE_ENTITY","message":"An
Workflow isnt execute when record is created via sync with Desk
Hi, as in subject, why executing workflow doesn`t work when someone new sent mail to Zoho Desk and via integration email address is created as Contact in CRM?
Request for Information on Zoho Desk Webhooks Availability and Security
Hi Team, We need some information regarding Zoho Desk webhooks. Could you please provide details on the following: Event Order Guarantee: Does Zoho guarantee that Desk events will always be processed in the exact order they occur? For example, if two
Closing multiple ticket in Zoho Desk
Good day! Im trying to close a multiple ticket. For example: When Ticket #3 is received. Ticket #1, #2, and #3 will automatically close. Can anyone help? Thank you!
Automating Custom Web Link Messages to Customers via Instant Messaging in Zoho Desk
Hello, I am looking for assistance with Zoho Desk's Instant Messaging feature. Is there a way to automate the sending of a custom web link to customers every day at 6:30 PM? Any guidance or suggestions on how to achieve this would be greatly appreciated.
How to Assign Tickets Based on the "To" Address in Zoho Desk
Hi everyone, I have multiple support email addresses forwarding incoming messages to Zoho Desk, where tickets are automatically created. I would like to assign tickets to specific agents based on the original "To" address that received the email. However,
Finding text within a ticket: Expand All or Search this Ticket
The auto-collapse feature within a ticket is nice for screen scrolling, however it makes it difficult to find text within the ticket if the email is collapsed. In fact you cannot find text if it is collapsed. I would like to propose a feature that allows
First Assigned Time
How to add "First Assigned Time" in report
Option to automatically open the recipient list on ticket replies
We definitely need some enhancements on the recipient functions of the tickets. The recipient lists can sometimes get very messy. If our agents also don't pay attention to the individual recipients when replying to such tickets then the conversation gets
Set ticket threshold for the agents for optimum ticket assignment
Hello everyone, The round-robin assignment allows the admins to set a department-wide threshold. In addition to this, admins can now set thresholds for individual agents within a department. Note that the agent-level threshold is available upon request.
Add a canned reponse system
Canned responses are vital for companies that need to send the same answers to multiple tickets with placeholders such as adding the ticket creators name, etc. Currently, there is no such system in Zoho Desk which is a huge inconvenience to us as we either
Making Email More Secure: Understanding DKIM and SPF
Imagine you’re sending an important letter to a friend. You write your message, put it in an envelope, and drop it in the mailbox with your address (From Address) and your friend's address (To Address). But what if someone along the way tampers with your
Auto assignment of tickets to an agent in Zoho Desk based on Account owner in Zoho CRM
Hello everyone! I have written a custom function in Zoho Desk to automatically assign a ticket to an agent in Zoho Desk based on the account owner in Zoho CRM when a new ticket is created in Zoho Desk. I hope this helps who need it. You must create a
Automation #16: Automate Ticket Reopening on Scheduled Timestamp
Hello Everyone! This edition uncovers the option to schedule reopening a ticket automatically. Zylker Finance tracks insurance policyholder activities through Zoho Desk. For policyholders who pay monthly premiums, tickets are closed upon payment completion.
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.
Zoho Desk User Meetups, Networking Across India this March 2025 : Quick Update
Namaste India! Here's the opportunity to meet with our Zoho Desk Experts in person, right in your city. Besides meeting our in-house experts, you will get the chance to interact with your fellow Zoho Desk users in your community. Event Update We’re making
Is there a way for a custom function to trigger a custom made email alert?
Hi Zoho Team, We have currently maxed out our 30 workflows in one of our department and we are trying to find ways to make it more efficient. We usually use our workflows to send automated email notifications per team leader for approval of tickets. Is
Better Control over Team Ordering and Display
Two feature requests for Zoho Desk team drop downs: The ability to change the order of teams, currently it's not in alphabetical order, which is confusing. I'm thinking a manual ordering via number or drag and drop, alphabetical order, and creation order
SSO/SAML
Question - how are you guys handling SSO for Desk? It seems the only options lead back to ADFS which is a dying technology, stupidly complicated to set up and configure (I mean, you can put that on your resume) and seems like overkill for SSO when AAD does it so much better and effortlessly. We want to have our clients have SSO to log into our support portal and we want our Agents to have SSO as well. I shouldn't have to expose our server, turn on ADFS, configure it, install multiple clients (Sync
Ask the Experts 17: Elevate Customer Communication With Multichannel & Instant Messaging
Hello Everyone, Get ready for the opportunity to interact with Zoho Desk specialists! This month, we’re diving into Multichannel Operations, helping you manage customer interactions across various platforms seamlessly. Why Join? Customers reach out through
ZOHO DESK
I use Outlook Exchange to receive emails and want to forward them to Zoho Desk for better management. Additionally, I want to reply to emails in Zoho Desk and have them sent to customers via Outlook Exchange, but I don’t know how to configure it.
An error occurred while uploading the attachment.
From the image below, attaching files is not possible via the website but is supported through the Mobile App.
Zoho Desk - Delete an email conversation
When using Zoho support desk I see an option to delete and edit conversations that are comments, BUT if the conversation was automatically added as a conversation from an email, then the option to delete it seems not to be available. Is there a way to
Showing JIRA fields in Zoho
Hi Zoho Support, We're currently working on an integration between Zoho Desk and our JIRA projects. What we want to do is to show certain JIRA Custom Fields in Zoho when creating a JIRA issue from within a Zoho ticket. In this thread I found a comment
Not able to filter anymore
Hi, We're not able to filter anymore. Does anyone else also have this problem?
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