Classification from Picklist not showing
Hello, I have no idea what is happening with our ticket stuff, but I've been trying to add a few more classifications for a technology ticket in our ticket system. I can add it just fine to another department, but when adding to Technology, it doesn't
Closed Tickets
When will an update to the Zoho Desk add the ability or functionality when the ticket gets closed it says closed. As of now when I close a ticket people can reply back to the same ticket and it will reopen. It shouldn't be an issue when this was first
Automation #4 - Auto Delete Tickets based on Rules
This is a monthly series in which 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. Unwanted tickets spamming
Adding Knowledge Base articles to multiple departments (Multi-branding not set up)
We have set up a single site, within helpdesk for clients to access Knowledge Base (KB) articles and raise tickets. Within the site we have set up different departments to cover the different products we support. We have a generic department where we
Ticket creation - Can we restrict Departments based on User Groups?
We are wondering if it is possible to restrict the values displayed in the Department drop down field when creating a ticket based on the User Group the person raising the ticket is allocated to. We have User Groups set up to match Departments (essentially
Stay on top of your tasks now, with Task notifications in Zoho Desk Android app
Hello all, In the latest version (v2.4.16) of the Zoho Desk Android app, we have brought in support for Task Reminder notifications. You can now get notified if the reminders for the tasks are enabled while creating the tasks. Below is a screenshot
In Focus: Radar's Community Dashboard— A must-have tool for every community manager
The community dashboard in Radar comprises a number of useful KPIs and charts that can help with fostering engagement in your user community. The insights and handiness of Radar's community dashboard make it a must-have tool for community managers. To
Organize your knowledge base articles in a custom order
Hello everyone, In your knowledge base (KB), articles can be displayed based on the time of creation, time of modification, or in a custom order that allows a static view of articles in the help center. Previously, the custom order was an option limited
Is it possible to automatically remove a user from a Help Desk User Group on expiration of their contract
We are investigating whether Zoho Desk will allow us to restrict access to Zoho Desk (Knowledge Base and Ticketing) based on whether they have an active / valid contract. Contracts can be recorded against an Account, and Users are also linked to an Account,
Ticket Management Process for Closed Tickets
Hello! I would like to verify the feasibility of the following process: If a ticket has been closed for more than 10 days, it should not receive any updates or responses. If the user tries to reply to a closed ticket, notify them that they need to open
Managing Ticket Responses in the Help Center
Hello Again! Welcome to the series unveiling amazing codes to customize your Help Center with ease! This week, we’re revealing codes to hide two additional tabs on tickets in the Help Center. By default, Help Center tickets offer users the options to
Edit Format of Subject in Helpdesk Mails
Hi all, is there any way to edit the format of the subject in desk mails? Currently it's looking really ugly. I would prefer to have the Ticketnumber at the end and also a space after "Re:". Current Format: Re:[## 104 ##] Test Ticket Preferred Format:
Line application won't create a new Ticket
Previously, when we resolved a customer inquiry through Line chat, we would close the corresponding ticket. However, starting last week, we encountered an issue where customer queries within the same chat were not assigned new case numbers or marked as
Line break in Conversations
I am trying to return a table like from the formatter in a Webhook to a Message block, all in a big string, but I cannot start a new line. I've tried with "\n" which produces "\\\\n" and newLine = hexToText("0A") which produces "\\n", making my message
Track agent work activities and attendance with the agent attendance tracker extension
Hello everyone, In this post, we will discuss the importance of tracking agents' attendance, the current challenges that businesses are facing in this area, and the key benefits of monitoring daily activities. Managing agent attendance effectively is
Is "Agent" as broken as it seems?
I just want to pass this by the community because I'm certain I'm missing something here: Out-of-the-box, Zoho Desk has two pre-defined Roles: CEO and Manager. It also has a few pre-built user-types (each of which have a pre-assigned and uneditable Role
Backup Log Sorting
The sorting in the Data Backup log is odd. It should be sorted newest first or allow sorting defaults. It's currently all over the place and hard to figure out when it was last backed up.
The format of the "Total Response Time" data is strange
I'm trying to create an "Average Reply Time" KPI on our Zoho Analytics account but can't achieve it because the data collected by Desk seems to be very strange. The "First Reply Time" data is very clean and neat compared to it. Could you please take a look at this data and tell us why we are seeing these strange values with more than 7 digits in them. The data columns that we are looking at are named as "Resolution Time in Business Hours", "First Response Time in Business Hours" and "Total Response Time
Pin Comments in Zoho Desk
Hello, I'm writing to ask if there is a way that we can add a "pin" option to comments so that a "pinned" comment would show at the top of a ticket for review? Also would like to suggest if there could be a tab at the top section for "comments" section
Improved communication with bulk WhatsApp messaging
Dear Desk users, We have added the option to send WhatsApp messages in bulk to multiple contacts. Agents can select multiple contacts from the All Contacts View list and send WhatsApp messages to all of them at once. This action is useful especially when
Auto detect language in desk
Hello. I'm wondering if there is a setting in Zoho Desk that can automatically detect the language of tickets created in Zoho. Currently, we're experiencing issues where some tickets are marked as -None- for language, while others are correctly identified
Sorting tickets by the most recently updated first
How can I sort tickets by latest activity/last updated ? Is this possible?
Answer Bot configured and tested on All Departments but says it isn't enabled within a ticket?
Hello there! I have been configuring the Answer Bot and have a couple of questions as I think I am missing something within the configuration. I have created an Answer Bot, choosing to add this in All Departments. We have two departments and two sets
Pinned important comments and threads in tickets
Hello everyone, We are happy to announce that users can now pin important comments and threads in a ticket. This feature helps agents quickly access the customer's requirements and stay updated on the latest developments to ensure they have up-to-date
What's new in Instant Messaging? | Zoho Desk | Feature Releases | Sept'2024
Improve your business communications with these new and enhanced features in Instant Messaging! Excellent communication is at the heart of every strong work relationship. These new features and enhancements for professionals will help you build better
Custom function mapping incorrect date
Hello, I'm trying to debug a custom function that seems to map an input date incorrectly to another field when executed through our ticket blueprint. Here is the test code I'm using: data = Map(); data.put("cf",{"cf_test_date":activationDate}); info zoho.desk.update(<orgID.>,"tickets",ticketID,data);
Related ticket creation on a different department when using blueprints
This idea is a little bit mixed with other ideas. In essential we want to be able to create a ticket on another department by NOT replying to tickets or forwarding them. We do utilize the blueprint feature and every department on our account has a blueprint.
How to remove desk-mailer.zohodesk.eu from New Ticket email from address
Hi Can someone advise how to remove the desk-mailer.zohodesk.eu From the auto email. Both the Agent and Customer email as this email address in the from and it looks very ugly and unprofessional. I have setup the additional email accounts and custom SMTP
Changing department name
Hi, I want to change the department name from customer success to customer support. Will this change have any consequences to the department id (which we use in Zoho Analytics) or email address etc?
Suggestions for Enhancing the "Layouts and Fields" Functionality
1. In the "Layouts and Fields" section, there is definitely a need for more options for the "Boolean Field (checkbox)" type. It seems that the limit of 20 values is too low. This value should be increased to 40. 2. There is also a "Multiple Choice" field.
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,
How to create a workflow that automatically split as new ticket in Zoho Desk
How to split a ticket using custom function in workflow where all new email or reply with same customer will be split as new ticket to avoid merging of ticket number
Building Extensions #4: Uploading new extensions and updating existing extensions in Sigma
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. Welcome back, Developers! Following up on our previous post on building and testing new extensions for Zoho Desk,
Zoho integration with Azure DevOps
Hi, How do we integrate Zoho with Azure DevOps? I want to be able to trigger off creating a workitem in DevOps when a ticket is created in Zoho. When the development team makes any status updates to the ticket in DevOps, we want Zoho to be synced up with
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,
Views on KB Articles
In the insights section of an article there is a view count. This number is also available in the list of kb articles. How can I get a list of all kb articles with views? It;s not in the exported data nor is in the advanced analytics area. Would
Do not Receive Notifications on top Right When Email Comes in
Hello, Some time yesterday or two days ago, I am unable to get notifications found here: I still get emails to our domain, but just do not get any notification on Zoho.
An agent not getting email notificatins.
Hello Zoho Desk Support Team I am using Zoho Desk free edition and one of our agent not getting email notifications. But all others are getting notifications without any issue. Please help on this. Thank you, Ruwan
Regulating Ticketing Operations in the Help Center
Hello Everyone, This week, we explore ZylkerShop's requirements for customizing tickets in the Help Center. Frequent or accidental changes to tickets can affect the quality of support. Zoho Desk provides the following CSS codes to address these challenges.
Create a report that would reflect linked JIRA ticket on a Zoho ticket
Hi Support team, Would just like to ask if there is a way to create a report in Zoho Desk where it would show list of zoho desk ticket details (Ticket ID, contact name, subject, etc) and it would also show the JIRA issue it is connected to?
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