Channel Configuration and Default Channels
There are some of the default fields that cannot be removed or changed. Examples are the social media ones, such as Facebook. It would be nice to be able to remove these fields as it would be confusing if someone selected this but it's not configure
Sub Department module
please create sub department section under Department module. so much work will be reduce when this feature is available.
Add a Report Standard Filter that isn't time based
The current limits of reports requires a time based filter but in some cases we need to know everything from the beginning of time so these are not helpful. Please expand this to include all time or allow the standard filter for reports to be a non time
Custom Field Unique Value
It would be great to be able to prevent duplicate values for fields like "single line," "integer," "email," and "phone." Either not allow a new entry or flag the entry as its entered. Thanks Rudy
Enable bulk actions on archived tickets
Hi, As per the presentation of the Bulk Action (https://help.zoho.com/portal/en/kb/desk/for-agents/articles/performing-bulk-updates-in-zoho-desk), it is not possible to perform bulk actions on some specific views. I don't really understand this restriction,
Light Agents permission to edit ticket fields
I have a number of Light Agents who get tagged in tickets to provide knowledge from other departments. I would like them to be able to update the ticket fields when they are working on the ticket, e.g. number of hours they worked on it - is it possible
Add a "Limit" option when creating rules
It would be nice to have a rule "limit" when building and testing rules, which can be removed after a rule is verified to be working properly. Use case: When building a rule that may be complex and could potentially not work as expected or inadvertently
Different agent signatures for different departments
It would be very helpful to configure different signatures for users that are members of more than one department.
Will a Zoho Support plug in be made for Zapier?
Hi, at Zapier.com I can easily integrate a number of Apps with Zoho CRM, Creator and Invoices. Will a Zap be made available for Zoho Support in the near future?
Agent Names Displayed in Email Replies
Hi There, Instead of having it say from "Jacob's Sales & Tech Store" Is there a way to get it to say the agents name? We've added a screen shot for your reference. Our customers have filed numerous complaints with us that they are confused on which agent is responding. One of the presales members from Zoho provided one of my staff with an HTML reply template, we like this one but it doesn't solve the issue. Could you possible add this feature if it can be added to all plans so all users can have
Send Email feature (like Freshdesk)
(I don't believe there's a way Zoho desk can do this function at the moment. If that's the case, I'm suggesting this as a feature. If there is a way, please enlighten me!) Very happy with our switch from Freshdesk to Zoho desk!! At this time, there's only one feature we used in Freshdesk that we wished we had in Zoho desk... The ability to "send an email". See this page for details. In Freshdesk, we had the ability to send an email which would create a ticket WITHOUT the new ticket notification.
Add Invoicing at Account Level (not just contacts)
Starting to work out our workflow for invoicing from Zoho Desk and we've come across a challenge... We have Clients with multiple contacts who receive support through Desk. We need to be able to create an invoice that rolls-up time from these multiple contacts within the same account. Scott
Paste picture in Description or Replay
It would be nice to have possibility paste image from clipboard into description of ticket or into body of replay. Current way inserting pictures via button too complex (to long) 1. take screenshot (with some third part software) 2. Past to some editor (paint, snagit, etc..) 3. Saves as in some location 4. insert into ticket
Deny answering a ticket without mandatory fields filled
A lot of times agents forget to fill mandatory fields because it is possible to reply without filling them, making it mandatory to fill before being able to reply the ticket would solve it (And IMO it should work like that since the beginning).
Making fields Mandatory on update - or based on entries in other fields
As I understand it, currently setting a field as mandatory in Zoho Desk is a global setting for that field - meaning that the field would be mandatory on ticket entry and beyond. The issue is, we only use Zoho Desk as an internal tool for our Support team, and customer entry is entirely handled through email, which is the primary reason we chose Zoho Desk. Setting a field to mandatory means that creation of tickets via email is simply not possible. in order to enforce some internal processes and
Request - Enforce agents to use Two-Factor Authentication
Currently, Two-Factor Authentication (2FA) is activated by individual Desk Agents and, there is no way for Admins to enforce 2FA. For security reasons, Admins should have the ability to enforce 2FA login for Desk Agents. Luke.
Populate Resolution field on Blueprint transition with existing value
Hi, The new Blueprint in Desk is great, but really annoying when you have Resolution as a required field in a closed transition and a transition that re-opens the ticket as well. Ideally, the Resolution field should be pre-populated with whatever is already in the Resolution field. At the moment what happens a lot is I'll close off a ticket with a resolution, then the client will respond with something like 'Thanks!'. Which is very nice of them but, of course, re-opens the ticket± So I have to
Desk API Export
We would like to have the ability to export our stats (Happiness rating, initial response times) to our main/public web site using the Zoho Desk API. We would like to be able to configure which stats to export. For example; only first response, not resolution times, time period (last 30 days), only happy/frowny faces (no okay faces), and customize the layout a little bit. We would use this to advertise support services on our web site to make us look professional and competitive.
View all requests from all departments impossible
This really should have been a no brainer, but it would be ideal if I could see all tickets from all departments without having to switch between them all the time. I spoke to a rep in chat who advised me this isn't possible. I really hope it's a future implementation. Many thanks
Webhook Support in Zoho Desk API
It will be very useful if you can provide a webhook URL as soon as I receive a ticket on Zoho Desk. This will help us to decrease response time to our customers. Thanks
Agent Level Access
Hi There, We think that this would be a good idea for our staff and all Zoho Users. We have it set up in our company that certain agents can only access certain things. Like a Level 1 User can only view and reply to tickets assigned to them only. A Level 2 user can only reply to tickets assigned to them and reply to the forums A Level 3 user can assign tickets, reply to forums and configure customer accounts. A Level 4 user is considered a supervisor, this role can assign tickets, reply to forums.
Allow for HTTP protocol in Zoho Support Website URL with data from Zoho CRM.
The default Website URL link from the CRM in support.zoho.com is HTTPS:// ( your using the current protocol in ) this causes issues for users when the Website does not implement SSL certificates. Is there a way to force http:// by default? Why is the HTTPS protocol the website address by default for the link in support to the contacts Website address in support? This would really help for functionality and usability. Please note: We have removed all of the following data for reporting: www. http://www.
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Ask the Experts 26: Brighten every customer interaction with Zoho Desk all year long
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Can we add custom fields to portal community profiles?
How do we add custom fields to our profile pages in our portal community? If we have the ability to add custom fields, will we be able to access those fields via API? We want to use our Desk community in our help portal as our primary community and would
Ticket Status email
Good day, This was discussed in the past, but it would be helpful if we could have the system assign a custom response to a status. We have various statuses for tickets, e.g. "closed due to no response", or "Pending Status", it would be helpful for the
Zoho Desk Training
Hello, We've had Zoho desk for a while now, but we run into issues occasionally, and I was wondering if there was a customer who currently uses it and really enjoys the functionality, that would be wiling to chat with us?
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Using Agent Email Address as From Address
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