Release notes - How come they are nowhere to be seen?
It seems difficult to understand why there seem to be no access to release notes. I can understand that Zoho are publishing lot's of new stuff on all their applications, but there seems to be no indication of that. As an administrator, I need to be on top of things when it comes to new features available, because apart of actually making use of them, we need to make sure that all the staff is educated and aware of any new things... even for minor features.
Introducing Integromat, Github, Microsoft QnA Maker, and 13 more extensions for Zoho Desk
Deliver stellar customer service and win customer loyalty with Zoho Desk. In addition to the 200+ existing extensions for Zoho Desk, we released 16 new extensions in the last quarter of 2021. Connect your favourite business apps with Zoho Desk in a snap
Has anyone setup Zoho Desk as an outgoing and incoming call centre for product/service marketing?
I need to setup a call center so I can setup agents to make phone calls across Canada to market our services. I am trying to figure out the most reliable and cost efficient way to do this? I am currently paying for two phone services and neither seem
Is it possible to check who voted for an idea/question in the community?
Hi, I would like to see who (which users) voted/also liked an idea or question raised in the community. Is this possible? Thanks, Helen
Agent identification in Community forums
Hello Zoho, Since you are now investing a lot of your efforts in a Community forums, i have one more suggestion. As I can see your agents have a logo and company names displayed visually: https://take.ms/U9C7f They all have a Z sign that shows them as
[Community] Option for change to display page numbers grid instead 'show more' button
Current zoho desk community display 20 topics per page and has 'show more' button to load rest of topics however It's like find a corner of the universe; never ends. no idea how much topics still has under any forum or category. So add an option(or change it) to display page numbers grid similar gitlab, github issue field and stackoeverflow community etc.
Community notifications
Hello, In our experiments with Community functions I understood that the notification style is bit outdated. Here what it looks like. It also contains words in English (not our default Zoho Desk language). Please update it or make it possible to customise.
Cannot create a ticket without inputting email address
I am new to Zoho Desk and when users want to submit a ticket it states they cannot without an email. In the Layouts, the email is not set as required, but in the portal it is still required. We are a manufacturer that has shop floor personnel that don't
Disable some email notification for a particular "Email support notification"
Hi! I have a particular support email. If a ticket is opened with the email channel with this email, I would not want the ticket notifications to start (opening, closing, adding comments, etc.). Anyone know a way to avoid notifications for just one
Track Agent Ticket Touches
We're trying to understand agent productivity. One report that seems like it would be standard is being able to view the number of tickets an agent touches in a given time period. This would essentially be a count of ticket modifications that an agent
Add CRM contacts to "groups" that would have access to forums?
We are evaluating if we want to migrate from a web-based forum to using the Desk/Community forums for our customers. We have ~3,000 customers that ask each other questions across a number of topics. But as they are our customers, we won't be making the
Process/Blueprint flow (transition) based Time Reports
We want to acquire some "Time Reports" on Zoho Analytics where we want to be able to use specific status changes from our blueprints. For example we want to acquire the "First Response Time" reports where the status was changed from "A" to "B" but not to "C" or where the status change has followed a line of status changes from "A" to "C" to "F". Right now we can't create such reports because the "Status" field does only designate a single choice or some multiple choices without being able to designate
I can not see my products in a different department of my company.... What do I have to do?
Hello, I can not see my products in a different department of my company.... What do I have to do? Thank you peter
Gallery do not display for one department
Hi, KB gallery do not display for one department. Is there a particular parameter to activate in order to use the gallery? Regards, Marjorie
Custom Ticket Views
Hi, I'm wondering if it's possible to get custom views/the ability to edit things like the status mode. Having different columns for different things i.e. a column of tickets that have a certain status, a column for tickets that we have specified a classification
Zoho Desk - Searching for tickets within a specific date-range
Hey all! Currently trying to implement a weekly search job via Zoho Desk API. It doesn't seem like it's supported, but I figure I'd ask: Is there any way to utilize the "Search" API to find tickets within a specific date range? If not, what's the best way to approach getting the newest tickets for the week? I'd imagine once there are many, many closed tickets, the "get all" tickets call would be a little heavy. Best, Aaron
Fore Notify Contact in "Resolution"
Can u force or automate that the "Notifiy contact" chebkox is checked, when someone presses "Resolution"?
Change the email subdomain
For some reason, our emails all use reallylongformalnameofmybiz.zohodesk.com as the domain. Is it possible to change it to shortname.zohodesk.com? I was able to change the portal name, but it didn't apply to these emails? I found the following, but it
Suggestions for Notifications (N)
Notifications can be very helpful, but if there are a lot of notifications they are no longer helpful. It would be great if the list could be configured per user. Some thoughts for improvement: - Allow subscribe/unsubcribe from whole departments for notifications.
My knowledge base articles do not display until a search is performed
I've noticed that when I access our knowledge base no articles display until a search has been performed. Is there a way to get articles to display under the search panel before search is performed or at least display the different departments that have articles published? As an end user it is not intuitive that you must first search to find an article. Especially if I have no idea of what I need to search for.
delete Customer Happiness ratings?
Hi Zoho. We've set up the Customer Happiness add-on. During setup, we gave ourselves positive and negative ratings, just to see what it would like in our Customer Support Portal. Now we'd like to display how good we are, but our own ratings are (as expected) not showing the truth, due to all the negative feedback we gave ourselves in the beginning. Is it possible that we can delete those entries, so all feedback is accurate? Thanks in advance! Kind regards, Alex.
Refreshing new UI for the Ticket List view in the latest Zoho Desk Android mobile app
Hello, In the latest version of the Desk Android mobile app (v2.4.28), we have brought in the below enhancements. We have brought in a refreshing new UI for the Ticket List view now. Users can now customise the way their ticket list looks in settings.
Multiple Signatures For one agent
Hi ., We are an event management company we manage multiple events in our customer service portal is it possible to have multiple email signatures for an agent so the email seems like it has been from the race official of that event. like one
Customer service in 2022
2021 was not an easy year for many, but customer service heroes consistently delivered support despite barriers like time zones, language, and business hours. We take pride in knowing that our customers have been able to deliver stellar experiences to
Send email to customer against category in new ticket
Hello, I wish to send an email to everyone who raises a ticket against a certain category, I have looked in workflow and alerts, created a template and nothing has worked. Any help please?
How to display only the categories name?
Hi, Currently, my knowledge base main page shows all categories and the articles we have: Is there a way to show only the category's name, and once you click on the category, you will see the articles there? Thank you
Zoho Desk Integration with Bug Tracker
Hi, I am writting this to check the scope for classification mapping. I am tring to integrate the Zoho desk with bug tracker... I could integrate it and seems working fine. However, I am trying apply a scenario where we can get a option for mapping a
Extension not available in Shared Ticket view
We created a custom extension, however when viewing shared tickets there is no option to open that extension in ticket view. Is there a way around this?
Associating contacts with an account
Hi, I have seen we can associate contacts with more than one account which is very useful for us as some of the people we deal with work for several different companies that we deal with. I have followed the article on this and got it to work with some
Can i get agent Average Response Time and Average Resolution Time to specific agent with his id from API?
Can i get agent Average Response Time and Average Resolution Time to specific agent with his id from API? If so, please share an example of the URL. Thank you.
Disable 'Reply' and 'Comment' on Help Center IF ticket state is Closed
Hi, Is there a way we can disable or hide those fields when a ticket is on a closed state? We do not allow reopen tickets and would not want end users using these anymore after a ticket is closed. Thank you!
Update Custom Fields Not working
Hi Guys, I am trying to update the custom fields from a deluge script, however its not updating the ticket. Syntax as follows; recordValue = {"cf":{"cf_ticket_link":alarmurl, "cf_deployment":deployment}}; ticketurl = "https://desk.zoho.com/api/v1/tickets/"
Desk Keeps changing the contact email back??
Hi Guys, I have an issue where I go in and edit the ticket, change to customer contact name and the email updates. However when I go back into the ticket the Customer Contact name is correct but the Email has reverted back to the old one? Any ideas? Thanks
Time based workflow using business hours
Hi, I am looking to set time based actions based on business hours - eg. M-F 8-5. I noticed the conditions are all based on calendar hours. Is there anyway to make a time based action using business hours. Here is the scenario We have a response SLA for
Mail replies are not going
Hello, We are getting error while sending out replies on zoho desk. Attached is the screenshot . Kindly assist.
Limit agent access to single account
Is it possible to limit an agents access to a single account? I would like a specific agent to only be able to access tickets from a single account. Is this possible?
Customizing the Ticket View for Agents
Is there a way to shade different types of posts? Our agents would like Public posts to be shaded. They were thinking the <div> box for the public comments could be a shade of gray. Is this possible? The text says public/private, but they would like some
Ticket Visibility based on teams
Hi Zoho Desk Team! Would like to ask if visibility based on teams is possible? Say for example: Ticket 1 is assigned to Team 1 Ticket 2 is assigned to Team 2 Output: Ticket 1 is only visible to Team1 members and Team 2 members cannot see the ticket
Help Center / Portal
I am in a trial for zoho desk. From what I can tell you guys use "portal" and "help center" interchangeably. Is that correct? My problem is that I want to control the fields the customer sees when in the portal. Right now they can see all kinds of
Can the self-service portal display customer's information to the customer?
Hi, I'm not currently a Zoho Desk customer. I'm in the process of selecting a service desk software to use and one of the questions I was curious about was whether one of my customers, after logging in, could view their information on the screen before
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