Workflow for auto-tagging tickets based on the email address raising it
Couldn't see an option to auto-tag a ticket at all - is this possible? If so, please can someone share where I might find this option or how to go about it? TIA
Calculate response and resolution time from Ticket created time
Hi Guys, Do anyone willing to explain how this feature works for SLA? We found there is a bug when we enable this feature on SLA. Upon we enable this feature on our SLA, we updated the ticket status and the system changes the due date to the last year's
Date validation on custom date field
We have a field in our Time Entry layout that we use to track the actual date work was performed on a ticket in situations where the ticket record was updated after the actual work was done. We would like to have a check each time the Time Entry is created,
Revoke Community Access to Specific Users
Hello, Is it possible to block specific users from posting in your Community forum? We are launching our community soon and want to make sure we have a process in place if we need to block specific users from posting. The only solution I see right now
Custom Currency Field
How can i add a custom currency field to existing Total Cost Field ??
Can i hide certain categories from the users but not the Agents?
Hi ZohoDesk, I am currently adding some Categories>Sub Categories to our Ticket Layout so that Agents can categorise on a finer technical level. For example I'd like the customers to see a list of options that make sense to a front end user. Lets say
how to create customer portal in zoho desk ?
how to create customer portal in zoho desk ?
Product IDs for Multiple Products Returns Same Product_ID When Exporting
I have added a handful of Products in Zoho Desk, each with a unique name. For example, Product 1, Product 2, Product 3. When exporting to excel, each record is stored as the same Product_ID. My goal is to update old tickets to apply product name using
Are items removed from Categories retained in older calls?
Hi ZohoDesk, We have calls that will have older versions of software that aren't available or supported any more. What happens if I remove these Categories for these items from the ticket layouts, is the data kept in existing calls? Is this the same
Export kB Article to PDF?
Hello everyone, Previously, we used to have the feature to export a created kB article directly to a PDF file. For some reason, I am not seeing that option anymore after publishing a new kB article for my users. Was this feature taken away? Or was it
How to see who closed a ticket by a ticket ID
Zoho, can anyone help me with this query
Switching to the new help center domain URL
If you have been using the Help Center without mapping your subdomain (for example, support.mycompany.com) to the default domain, this article is for you. When you sign up to use Zoho Desk, your help center's default address is a Zoho Desk subdomain,
Updates from JIRA appearing twice
Hi, I'm having a bit of a problem with our JIRA (v8.6.0 On-Premise) integration. I've just reconfigured this after a server move at our end and every time a JIRA issue is update it appears as 2 identical comments in Zoho Desk... I've included screenshots
Zoho Desk: Move Knowledge Base Subsection: Category couldn't be sorted
We are using Zoho Desk's Knowledge Base as a Knowledge Management system, and I would like to move subsections to another folder/category/subsection. I have successfully moved most subsections and their articles, but there are 2 folders/subsections that
Access ticket comments (content and metadata) inside the standalone Analytics app
Hello, unfortunately, I found out that the ticket comments can only be accessed via Desk's built-in reporting feature. Since we can only use the standalone Analytics app due to the very limited functionality offered by Desk's internal reporting function,
Ticket response time inaccurate
I just replied to a ticket that was sent 7 minutes ago yet my reply states I responded in 1 hour. Is it meant to say that? Does it mean responded within 1 hour ? Otherwise surely it should state responded in 7 minutes or just give the time I respond
Auto Translation of KB
The Auto translate looks very positive for most documents. However, does Zoho have any way to tag a section of text in the KB to tell the translator to skip during the translation process? Example : An English KB that lists some paths on a mac like :
Best way to do quality assurance in Zoho Support?
Hi, my client wants to do quality assurance (QA) on the support replies from their reps. What's the best way to do this? Ideally I'd like to have 5% of all tickets go into a special queue that the manager would inspect and give a quality score.
How to upload file to desk and attach it to a ticket
I want to bring tickets from a local private system to Zoho as part of a data migration. In doing so, I need to transfer attachments (database BLOB) to Zoho. These files should be transferred to the attachment of tickets. How can I accomplish this?
Improve ZohoDesk with High resolution monitor
Hello. We've been using ZohoDesk as ticketing system since a few months, and it is working flawlessly. I noticed that on high resolution screens though, the website isn't using all the space it could. When you have a lot of tickets in different status,
CRM and Desk Sync
Hi - I am trying to sync products across Zoho Desk and Zoho CRM (two-way). The list of products in Desk differs from the list of products in CRM.The two platforms (Desk and CRM) are linked and currently pull in customer account information without issue
Import data with zoho IDs
Hello, I want to import data to desk (create tickets) and have some problems. Problem 1 In my file I have the specific ID for the related ticket data: Contact Owner Asignee ... How can I use the ID? Problem 2 I need a specific creation time, how can I
Ability to modify an idea reporter
A lot of our clients are still very fond of talking to us over the phone or via email. We try as hard as we can to funnel them towards the idea portal to submit their improvement requests so that we can give them visibility and interact with the entire
Distinguish contact based on reply-to email address
Hi, I got tenant leads from hotpads.com who sends me email whenever someone wants to know more about a rental property. I gather all those emails in Zoho Desk. The biggest problem for me is, tall those emails come from inquires@hotpads.com. Which zoho
My ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@mydomain.zohosupport.com from a test client account no ticket is created. I checked spam and all other views. Let me know what further information you need from me. I can only get a ticket created
How can I add SLA contracts for many customers at once?
Is there an import option or something to feed my account records with SLA data? Let's assume you have 5000 customers. 1000 of them have SLA contracts with different start and end dates. How to import the data from CRM. Should I input every record one
TimeEntry AM/PM
Dear Support, Is there any way to disable the executed time's AM/PM option. We want to us it 24 hours type. Thanks in advance.
Activities associated with a ticket are now accessible in the latest version of the Zoho Desk Android mobile app
Hello, In the latest version of the Zoho Desk Android mobile app (v2.5.01), we have brought in the below enhancements. Events associated with a ticket are now accessible from the app. Filter the Events or Task based on Upcoming/ Spam/All filters Sort
Change Date and Time Order in Zoho Desk / Analytics
Hello, I'm trynig to change order of date and time that is displayed in reports that I extract from analytics area on ZohoDesk. Now is setted on Month, Day, Year... but in Chile we use Day, Year, Month, so is hard to understand anyone that is not socialisated
A new feature in the Setup page is not being highlighted
I've just found out that you've added a new section called "Privacy Settings" under the "Data Administration" section and there is a feature called "Data Subject Requests (DSR)" under it. It wasn't highlighted under the "Setup" page but I was able to
Moving Reports Between Departments
It would be nice to move reports between departments. I just created a bunch of reports department agnostic (account/contact) and then realized I did it in a department that is more isolated than the other departments.
ZOHO Desk permission based access for specific knowledge bases for agents
Hello Zoho, I'm trying to setup 3 levels of support reps, Level 1, level 2 and level 3. I want level 1 to have access to some knowledge bases, level 2 to have access to more and level 3 to access them all. Is this possible in zoho desk? Thanks, Sam
Helpdesk Not Working
For 24 hours, the Zoho help desk isn't working. Any action I try to take to respond to a help ticket, I get the message, "Unable to process your request." Is anyone else having this issue? Any solutions? Thanks,.
SSO using keycloak not working
HI I used this link: https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/setting-up-saml-single-signon-for-help-center#Keycloak_IDP In my application, I and using keycloak as the identity provider, and I want to
Send a notification when moving a ticket between departments
How do I create a rule to send a notification to the ticket author when the ticket is moved from one department to another?
Configure SAML Single Logout for Zoho Desk - Help center
Hello , we configure the SAML authentification sucessfully for Zoho Desk helfcenter and everything is working fine . But as soon the user try to logout , there is an error from our identity provider (Bad request - No Saml request send). we have severals
Associating Multiple Tickets To A Forum Post
Hi, everyone! Thank you all, heartily, for posting feature and enhancement requests across all modules on the community forums. We are grateful for your synergy, support, and suggestions right from the get-go. After much deliberation, we have decided
Closing Zoho Desk ASAP widget is not very intuitive
I have added the Zoho Desk ASAP widget to my SaaS app. Based on my user testing (using PageSense), I can see that the users are often struggling to figure out how to close the widget once it has been opened. There are two related problems here. 1 Most
Add Community Forum/Topic Search to Suggested Article Search on Agent Ticket Screen
When responding to tickets, I would really like to also see related community forum topics. Seeing knowledge articles is great, but if there is a question that we have already answered in the community forum, I'd like for the topic to show up as a suggestion.
Unable to use exchange online plan 1 for "From Address"
Hi, I just registered for an Exchange Online (Plan 1) to host my emails for my work domain. Sending email to and fro works fine on the outlook.office.com interface. I'm having some issues trying to configure the smtp server on zoho desk. From Address:
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