Zoho Desk Extension config parameters
Hi, I would like to know if there is a way to view or edit the values defined inside the plugin-manifest.json in the section config while you are developing. I have set up some parameters that I need to use inside my code, but while running a Zet run,
How can we filter dashboard reports to show year up to date? or filter more than 30 days?
Pull Incidents Data from 3rd party(XDR) to Zoho Desk
Hi team, We have a question about integrating Zoho with third party apps for automation purpose. General scenario is: We have Palo Alto XDR software and this software is generating some incidents. Our goal is to automatically create a ticket in Zoho as
Cost Report
Hello, I'm looking at buying a subscription for Zoho Desk and one of the requirements for my departments next ticking system is to be able to run a report that can break down costs for my team. For instance. We have 9 departments within our organization
Zoho Ticket Last Comments
Hi, Just a quick question, is it possible to get the Last Comments on each ticket when doing an export of all open tickets on the system?
Zoho ads unwanted HTML code to our HTML templates
Hi! We have created our custom HTML Mail templates with Verdana as default font and a font size from 10pt. Our global default font is Verdana. So far so good, and as soon I add my code save it and reopen it there is allways place this div element on the
Search all records API
Hi Zoho Desk Team Using the search all records API "https://desk.zoho.com/api/v1/tickets/search?limit=100&_all" If I remove the "limit=100" records that will be fetched is only 10, and by reading the documentation the limit to search records is only up
Support Hub Display Preferences for End Users
It would be great if end users could select their default filters for viewing tickets. We've had users wonder why they can't see any tickets and that's because it defaults to Open and My Tickets. I see the benefit of keeping it clean but it would be nice
Add New Column for New Field [Priority] in Priority Mode View
Hi Team, Wanted to know if I can add the new filed [Critical] that I created for order of priority in the Priority Mode view as shown below: Any help would be great!
New contact not showing up on search or in Edit Ticket
Created new contact and submit. Open existing ticket to change the contact information to the one I just created. name of contact is not showing up on list, searched name of contact on contact center, no results. Tried to create the contact again, zoho says it already exist and shows on the duplicate contact bar on right the contact i previously created. No search result in different ways i.e. by name, by email address, by first name, by last name
Spam Filtering By Domain
Hello, My organization is using Zoho Desk, and we're getting tens of emails from various email addresses within a single domain. I want to filter out all emails from this domain into the spam folder. Is there any procedure I can do to make this change?
How to remove agent login link in my area tab of help center
How to remove agent login link in my area tab Rajesh
Add Products to mobile app, make Description an expandable field in web app
Two simple requests: 1. Add Products to the mobile Zoho Desk app. Why isn't it there? I use it extensively as an IT Manager, but can only view/edit them from a computer. The Zoho Desk app is made nearly pointless for me if Products are not accessible.
Assistance on time based actions
Hi Zoho team, Would just like to ask for assistance as i have created a time based action that aims to set the status of a ticket from "Closed (Auto)" to "Closed" after 24 hours (working hours 8hrs per weekday) However, it seems to not affect the sample
Average number of tickets per customer each year
Hey all, Can someone help me on how to generate a report in Zoho Desk that would give me the average amount of tickets per customer each year for the past 3 years?
How to avoid reopening of 'Closed' tickets on customer response
Has there been any advances in the last year that now allows the Customer to not reopen the closed ticked upon reply? We to find this a very frustrating issue when we are dealing with Global Clients and they just reply with a 'OK, Thanks' and that is enough to re open the ticket. If you can please let me know that would be greatly appreciated. Regards Chris
Trigger workflows manually in Zoho Support
You can now apply workflows to a request manually to trigger actions associated to it. On applying a manual workflow you can send e-mail alerts, assign tasks and update the values of the request fields. A manual workflow, unlike the automated would not check for criteria while being applied to a request. Configuring Manual Workflows You can set a workflow rule to be applied manually. Both existing and new workflow rules can be configured for manual application to a request. To set a workflow
System Tray Application
I'd love to see a small Windows/mac installer that would have a system tray icon with our logo. When the end user clicks the icon, this should allow the user to chat, or fill out a web form. This could also give the user the ability to include screenshots
Monthly Release Round-up - June 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Introducing Integration with Google Analytics 4 With Universal Analytics (UA) been sunset from July 1st 2023, we have introduced integration
Desk is very lagged
In the last few weeks, we've noticed Desk is very slow. It takes long times to load and send out intformation, such as an email or when we update a ticket property. It is slowing down our processes. Any help is appreciated.
Unable to process request, please try again later?
Hi, I am trying to add external email addresses to my "from address" section, and although i have added a few successfully, there is one specific address for some reason I cannot add. I have tried adding other emails and they were successful, it seems like it is a problem with this specific address.
Zoho Desk Forms, what if fields?
In Zoho Desk, when creating forms can you have fields "appear" when options are selected from a dropdown? For Example, we have a list of companies that we support on a dropdown. One company has a list of locations. Instead of listing those locations for
EOL of Universal Analytics and an introduction to Google Analytics 4 (GA4) in Zoho Desk
Greetings! Universal Analytics was sunset on July 1, 2023. Google Analytics 4 is now supported in Zoho Desk. We are thrilled to introduce Google Analytics 4 (GA4) to enhance your Zoho Desk Help Center experience. GA4 is an analytical tool that provides
Change language of an article in HELP CENTER
Hi, we first had the Zoho DESK set in English language and made some articles in the HELP CENTER. Now we changed the language to Dutch, but the Articles are only visible when I choose English in the HELP CENTER. Can I easily change the language of the
Priority Email
Hello, I would like to ask if it is possible that when a user opens a ticket via email he can also set the priority to for example High. We only use the free version of the ticket system. Thanks a lot With kind regards Jamal Al-Jibouri
Guided Conversation Enhancements: Send and receive locations during chat session and view flow metrics
Hello everyone, We are excited to announce two new enhancements in Guided Conversations. Earlier this year, we introduced Guided Conversation, a self-service platform that allows organizations to empower their customers and employees to find solutions
does the iOS app support blueprint?
how can an iOS user use a blueprint in the app? we are not seeing this functionality in the iOS app.
Track tickets moved across departments
Hi there, I'm just wondering if there is any way to track tickets being moved to a different department through reports? We have the professional edition so we don't have access to custom functions. Thanks
When a ticket is marked as spam, is it included in dashboard & reports, or is it filtered out automatically?
I don't see a way to filter our reports to remove tickets marked as SPAM. Since the tickets are SPAM, I'd like them removed from my core customer service reporting.
Does Zoho Support use DKIM for outgoing email?
We are using Zoho Support to help our customers. The responses go out via email, sent by Zoho's mail servers, on behalf of our support address (e.g. support@mydomain.com). (We don't use Zoho Mail) Does Zoho Support use DKIM ( http://en.wikipedia.org/wiki/DomainKeys_Identified_Mail)
Anonymous user can downvote any knowledgebase article as many times as they want
I thought this was a mistake but it is true. Any anonymous user can downvote any knowledgebase article as many times as they want. I even tested this on Zoho's own knowledgebase. If the the feedback form is enabled and even if email is required. The reason
Possible to create a serialized article review process?
We understand how the article review process works. It is possible to have many reviewers for the same article. However, only one can actually publish. Is it possible to create a workflow so that we can choose to review in a specific order? Such as Editor
Desk - Sort and Filter
Customer would like the ability to: Filter and sort on Status Filter and sort on Tags Is this possible?
Client Cannot Access Her New Portal: Cookie Is Disabled (But Is It?)
Hello, Has anyone run into a problem with clients unable to activate their portals because they cannot set their own password? I started using Books a few months ago and only created about 20-30 portals so far. Most seemed to work but 4 people told me
Ways to mark First Response Time?
Is there another way to mark first response besides emailing the client? Sometimes, we enter a ticket after we've already spoken with them about the issue and have started looking into it. Other times, our first response comes in the form of a phone call
Show notifications on ticket's updates
Hello, So, is there any way to have a visual alert/notification whenever someone comments on a ticket? I just want the visual alert, not an email... Thank you!
Is it possible to create CRM case from Zoho Desk Ticket?
Is it possible to create CRM case from Zoho Desk Ticket via an API from Desk or CRM or through User interface?
Zoho Support - Request Closed Time/Date
Hi, Could you please add a feature that states the date & time when the case is closed. I find it difficult in tracing the date/time of closed requests. Currently, i am referring to the created time and comparing it with the modified time (for all requests) to measure the exact time for a resolution. It would be great if you could help me out as I am stuck.
Unable to process request when sending ticket from help center
Hi. I was creating a ticket on our help center and I get an "Unable to process request" error.
Customer Happiness ratings
Hello. Is there away to to disable the happiness ratings for different categories/sub categories that has been used? Or will this not be possible and only count for ticket that are closed? And as well, can the logo be disabled on top of the email or can
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