Zoho Desk - Archiving Contacts
Hi, We have a lot of customers in Zoho Desk with associated contacts. When a contact leaves we want to be able to still have their tickets in our history as this is important. But we don't want to have all these contacts that no longer work for the company.
Editing the Ticket Properties column
This is going to sound like a dumb question, but I cannot figure out how to configure/edit the sections (and their fields) in this column: For example, we have a custom "Resolution" field, which parked itself in the "Ticket Information" section of this
Zoho Desk layout Save
Hi Every time I try and update the customer layout and save it comes up with - Unable to process your request Please help
Link Zoho Projects Task to Zoho Desk Ticket
Currently the integration between Zoho Desk and Projects only works by linking Desk Tickets to Project Issues. This works fine, but we use Zoho Projects for much more than just issues. It would be very helpful to have the option to link a Desk Ticket
URL field dependant on account
Hi all, I'm trying to do something with dependant fields but don't know if it is possible. With another service desk solution I have used in the past, it was possible to have fields that auto-populated with information based on the account name. In this
ASAP Unable to raise ticket
Hi, I have created a new ASAP widget, but when you click on raise ticket in both the preview and live, it just presents a blank box with no form to fill out. Can anyone assist?
Optimize your Knowledge Base for enhanced visibility with meta descriptions
Let's explore the importance of a meta description for your article. Imagine a diligent writer named Damon, who has been working tirelessly on a knowledge base article for his website. He knew that a well-crafted meta description was crucial to attract
Display a field of an Account on the Ticket view
Hi there, We would like to display of the Account of the user submitting a ticket on the ticket view. See for example: How can this be achieved? It doesn't really matter where it will be placed as long as it is shown there. Thanks, Snir
Email Approval in Zoho Desk
Hello! We would like to set-up an approval process, so that agents will prepare the reply to a ticket, the reply will be sent to an agent who will act as approver and then the approver should have the option to: -Comment requesting for improvement of
How do I customize the Knowledge Base tab in our customer portal?
It looks like we only have the option to customize the Home Page of the customer portal. How can I gain access to control what shows on the the Knowledge Base? It shows 'Recent' and 'Most Viewed' articles - but what if I want to arrange specific links
Generating Ticket Report listing
Hi. I am trying to generate a report where I need to get all the tickets created in tabular form. I was able to generate the report but upon checking details, the report only includes channels - web, phone and email but not tickets having Portal as the
Default/Private Departments in Zoho Desk
1) How does one configure a department to be private? 2) Also, how does one change the default department? 1) On the list of my company's Zoho Departments, I see that we have a default department, but I am unable to choose which department should be default. 2) From the Zoho documentation I see that in order to create a private department, one should uncheck "Display in customer portal" on the Add Department screen. However, is there a way to change this setting after the department has been created?
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
Exporting Ticket Threads/Comments and Attachments in Reports
Hi, I would like to know is it possible for Ticket Comments and/or Attachments to be displayed in Reports?
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
access to quartz for my customers
Hi how can I have access to the application quartz you use for us to send you screen rocording, this feature would be immensely useful for our customers support https://quartz.zoho.com/
Allow Selection of Multiple Threads and Notes for Splitting into a Separate Ticket
Dear Zoho Team, We would like to request an enhancement to the Split as New Ticket feature within Zoho Desk. Currently, users can only select one incoming thread to split into a new ticket. However, there are many scenarios where the ability to select
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
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
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
Customize the ticket ID for enhanced ticket tracking
Hello everyone, Ticket IDs in Zoho Desk are the unique reference numbers that are assigned to tickets when they're created. Agents generally use the ticket ID to locate a particular ticket and to reference a ticket in conversations and feeds. When customers
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
How to listen to ticket change
Hello community, I created a widget, which checks all departments, if the user has written there as well, as some customer do this. Overall it works fine, except that I have to refresh the widget tab every time I go to another ticket. How can I listen
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
Setting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer and
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.
Blocking Specific Emails in Zoho Desk
Hello! I would like to know if it’s possible to block a specific email in Zoho Desk so that tickets are not created from it. Could you guys help me with this question?
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
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