How to change the time zone for dates in email template placeholders?
Hi, We have enabled some email notifications on specific actions such as "mentioned in a comment". This uses the default email template provided in Desk, which contains the datetime placeholder "Case.Recent Comment Time". The problem is that this placeholder
Bulk edit for picklist and multi select fields
Right now I'm recording a lot of new picklists and their corresponding values into the system and at a point I had a change of mind and decided to rename some subsets of these values. You do allow adding multiple values in bulk but unfortunately there isn't a way to modify existing values in bulk. I guess that a spreadsheet style interface would be required to allow us to edit picklist and multi select list values in bulk.
Featurecast Story 16 - Adding Images
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 16 - Adding Images Why are images so powerful? Images grab our attention quickly; we are immediately drawn to them. Consider this feature post: Did you first look at the words or image?
How to create a Deal in CRM from a Desk ticket linked to same Account and same Contact of Zoho Desk ticket
I know that there is this topic: https://help.zoho.com/portal/en/community/topic/automation-9-convert-zoho-desk-tickets-to-new-deals-in-zoho-crm But I would like that the function search for a correspondence between the ticket email equal to the CRM contact
Dashboard stacked bar color
Is there a way to change the bar's color in a stacked bar? Correctly it shows Blue and Green I need Red and Green Thanks Rudy
Asterisk phonebridge outbound click-to-call error
I have installed the Asterisk Phonebrige and connected it to Asterisk Manager. Successfully received inbound call pop-up on Zoho desk. But when I'm trying outbound call, the Zoho/ztiadapter said: INFO: Inform Asterisk to Make Call ================= toNumber=
Being able to see if a user is on a ticket prior to opening ticket
Some of our groups do not use auto-assignment so we would like the ability to see if someone else is IN a ticket from the Classic/Compact/Table View main screen.
Desk / Contracts
Hi, Support administrators can no longer edit contracts within the Accounts>Account>Edit. Also in settings we cannot see contracts. Has something changed or do we need to change the settings under the administrators?
Contacts permission control in Desk
In CRM, Can use the organization to access the contact's permission control. The creator can only see his own data. I would like to ask if this permission control function can also be achieved in Desk and how to achieve it.
Supervisor Rules --> Custom Function
Hello, currently I can't add a custom function to a supervise rule. Is there a reason for this? Background: We have BluePrint managed tickets and actually we have a Supervise rule which should set the ticket to "closed" after 168 hours since the last
Jira integration, not all statusses seem to be synched
Hi There! A lot of things have changed since we last spoke about the Jira integration. It works so much better and almost in a perfect wat for us. Our setup is as follows: - We link a Desk ticket that needs bugfixing to a ticket in Jira - In Marketplace,
error when answer a ticket
platform error answering a ticket. https://www.loom.com/share/58766e99624c4fffb7f25326720ce87c?sid=bc9ea105-2198-4c69-a471-9fe5bc362cc9
Mark ticket as private inside a public department (activated helpcenter)
Hello, sometimes you work on tasks that should be linked to a customer, but this specific customer should not see the tickets in the portal. Currently, the following cannot be achieved: -> leave the ticket in the department -> keep the link to the contact
Is it possible to customize the resolution tab of Requests
We would like to be able to have pick lists for resolution so that we can easily pull the data for later analysis. Free-text is much harder to aggregate data from. Is this possible, or could it be possible with some small changes?
Adding a profile photo to a Support Agent profile
I have looked everywhere to find how to add a profile image to my Support Agent profile. I have one for my Zoho main account but it is not pulling through to my Agent account. I have gone to the every account location I can find, and nothing. There is
Spam-Tickets in Analytics
Hello there, we use synchronization between Zoho Desk and Zoho Analytics. I would like to know if the tickets classified as spam are automatically excluded from synchronization ? I cant find a flag on the ticket record in Analytics which would tell me
I need a historical report to find out who works tickets on Mondays
Hi I'm having some issues understanding how to create a report in ZD. We're smaller company and the first hour of everyone's Monday is spent answering tickets. The person assigns the ticket to themself, answers the customer, sets the ticket to closed,
Zoho Desk EU slow/unresponsive
Has anyone else got issues with ZohoDesk today in the EU? It takes an age to come back and if you do start typing something and try and send or save it looks like it times out. We are also getting this pic. ot I can't see anything on https://status.zoho.eu/
Radar App for Zoho Desk: New Features to Level Up Your On-the-go Support Experience
Hello everyone, Time is a precious commodity in customer service. The faster the service, the happier the customers. However, it is the quality and consistency of service that earns their loyalty. The Radar app for Zoho Desk can help maintain quality
Bulk update with private comment
Hi Zoho team I just wanted to know how to bulk close with private comment
Reporting
Hi, Is there a way of running a ticket report and having a account name as part of the criteria. I would like to schedule monthly ticket report and have the customers/account name displayed. Thanks
Turn off close ticket option in help center
I need to turn off the option for customers having the ability to close tickets in the help center as this is not a feature we want them to be able to do. Also if a customer creates a ticket in the Help Center there is no email notification/notification given at all it seems. Is there a way to change this?
How to change E-Mail-Address of Zoho Community account
Hello there, I couldn't find a general area where I could have asked my question. So I'll just ask my question here in the CRM area. If there is a suitable general community area, please move it there. I would like to change the email of my Zoho Community
How do you schedule an email in Desk to be sent later?
Often times I write an email after business hours and want it sent in the morning during busienss hours. I use GMail's send later feature for this. I'm trying out Zoho Desk and am not finding this feature. Does this exist? If so, can someone explain to
Client Emails Responses not showing up on ticket thread
Hi, When a customer replies to an email sent as a response from the Zoho Desk, the customer response is no showing up on the ticket. I think they used to show up but not anymore, is there a way to accomplish this?
Limited Contacts view
Hello everyone, We're working on improving agent productivity for situations where we use limited access profiles to manage a specific set of tickets. Ideally, we'd like to filter the contacts list to show only contacts related to their currently assigned
Do Individual Forums within Categories, in Desk Community, Produce Their Own RSS Feed?
Do Individual Forums within Categories, in Desk Community, Produce Their Own RSS Feed? If not, can anyone share a work-around that could help me get an RSS feed for individual category forums?
Calling POST method on Zoho Desk API using ZOHODESK.request method results in "This HTTP Method is not allowed" error
Hi, I'm trying to merge 2 tickets using the ZohoDesk API, triggered from my Zoho Desk Extension. I'm using the Zoho Desk Merge Tickets API do to this. I've tested this API separately in PostMan, so can confirm that it is working. When I try to replicate
Turn off tickets
Hello I would like to enable the 'Knowledge Base' as a reference guide, however, we do not use ticketing so need to disable all ticket options? Claire
Automation - Assign ticket owner via e-mail command
Links [Code and Documentation | YouTube Video] Hello there, I've created a nifty custom function for Zoho Desk that simplifies ticket management. You send an email to the support address and you already know the perfect employee for the task at hand.
Customer access to all tickets for account
Is there a way to give a user access to see all tickets for the account they belong to? The option "Customers can view Tickets of other users in their account" doesn't really work because it isn't desired by us or our customer to have every employee at
Zoho Desk - Make main lookup - account rather than contact
I have created a new layout in Zoho Desk. However I want the main lookup for the ticket to be the account and not the contact. How do i change this? We have created this layout to deal with track our interal upgrades of our customers software, so we want
New Email Created
Hi, Why new email created in Zoho Desk after I setup for Process Completion Email in Zoho Form (Approval Feature)?
Can you add more contact types?
Hello, For "Products" you can add associate "Contacts" and then filter them by either "All Contacts" or "Spam Contacts". Is there a way to add more categories to this list?
How to add additional contact fields to add ticket form in help center?
The default add ticket form in the help center accepts the customer name and email (contact fields) and of course, the related ticket information. When the ticket is submitted, a contact is created with the name and email, the ticket is created with its
Workflows is not triggered when a customer lodge the ticket from his end
Hi Team, I have setup the following workflow in my ZohoDesk Workflow - Aurora Westan Receive New Web Ticket https://support.westan.com.au/agent/westanaustralia/aurora-westan/setup#setup/automation/401042000000953058/workflows/rules/edit/401042000043983353
Desk slow
Past few weeks myself and another user are seeing the desk as very slow. We are based out from different locations, so not internet issues. Anyone else having the same issues?
CC Field not showing in left pane for Agents on Help Desk Tickets
Hello, In the previous version of Zoho Desk, help desk agents were able to easily add more people on to the ticket by using the CC field in the ticket properties pane on the left side. My boss has not switched over to the newer view style and still sees
Check box multi option
Hi. When creating new ticket templates ive searched the option of multiple checkbox in one field. Only have the option to introduce one at the time. Saw in the FAQ menu this : https://www.zoho.com.cn/creator/help/fields/multi-select-fields.html In layout
Knowledge Base Website Is Down
Our Knowledge Base is completely down for our website. We can't have users login to submit tickets or to read our help guides, etc.
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