Disable Default Value in Multi-Select field
Hello, Is there a way to disable the default value feature when setting up a custom Multi-Select field? When creating tickets I would like it so there isn't a value pre-selected in the multi-select custom field that was created.
Add Tags to Execute On in Workflow Rule - Automation and in Argument as Custom function input
Hello, 1. We have a use case in which we need to trigger workflow automation when tag(s) are added to a ticket in Desk. So, we need the tag field to be added to the "Field Update" option under "Execute on" section of the workflow setup, 2. Add tag field
Option to filter test tickets from Default ticket views
Hi Team, Hope you're all well. I was wondering if you would consider a feature on Default Ticket views: The option to filter out on some fields such as Subject or Account to start with? Right now all Default views ( see list below) are polluted with
Very long loading times | bad performance [ZOHO DC: EU]
Hello there, we have recently noticed that the loading times have become extremely long when retrieving tickets and ticket details. For example, I open any ticket and get the following view. The subject and standard information (ticket owner, status etc.)
Custom Function - Searching Keywords in Latest Email Reply from Customer
Hi All, I got provided from ZoHo Support the below sample custom function to use for ZoHo Desk. This function is supposed to search for specific keywords within a customer's most recent email reply to a ZoHo Desk ticket and then send out an email alert
Search function not working in Zoho Desk
Hi there, I'm finding the search function in Zoho desk is not showing all tickets related to search even though we know they are there. Potentially not picking up key words or searching through the whole database. Can this please be looked at by dev
Add Comments to Tickets via Zoho Desk "Update record" Integration Task
Dear Zoho Desk Team, I'm writing to request a new feature for the Zoho Desk "Update record" Integration Task: the ability to directly add comments to tickets within the integration workflow. Current Challenge: Currently, adding comments to tickets within
Automation #12 - Automatically add comments to tickets when criteria matches
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimize
How to approve portal access requests
Good Morning all, I cannot for the life of me find where to approve requests for portal access for users. Can someone please let me know where this is? Thank you
The value passed for the 'orgId' parameter is invalid.
When i try to run get OrganizationFields API using invoke API i got this error { "errorCode": "UNPROCESSABLE_ENTITY", "message": "The value passed for the 'orgId' parameter is invalid." } Here is my API: https://desk.zoho.in/api/v1/invoke?orgId=849345046
Issues hosting Zoho Desk Web Form on SharePoint and/or Power BI
Zoho Desk onboarding support has no experience with embedding their web form in either SharePoint or Power BI. Microsoft states that SharePoint and Power BI only support iframe HTML. And unfortunately, the web form embed code that Zoho generates is not
How to search tickets using custom fields
Hello everyone, I'm trying to use deluge on Zoho CRM to find all tickets from our customers. We identify they using a custom field on Zoho Desk called "id_ideris". Here's what I did: id_ideris = 13238; mp = Map(); submp = Map(); submp.put("cf_id_ideris",id_ideris.toString());
Delay in Ticket showing on Zoho desk after notification of new ticket
There have been delays between notification of a new ticket and it showing up in Zoho desk. Is this a known issue?
Zoho-Desk Extension Installation Error
Hi, Upon logging into Zoho Desk and clicking on the provided extension URL, which used to open without issue, I am now encountering an error. Your assistance with this matter would be greatly appreciated. Error MessageError Message: Something went wrong
Set tags and ticket informations for email tickets
Hello everyone, Is it possible to define tags or other information for tickets opened via the email channel? For example: defining an email subject as "Some subject #tagNameA #tagNameB" could result in a ticket with the title "Some subject" and with two
MS Teams integration
I followed all the steps to configure the bot chanel notifications, for all events. All configuration worked fine, without issues, but I don´t recevie any notification in the Teams chanel. Must I configurate aditional permission set in MS 365 or Zoho
Allow Merging Tickets via Contacts and Accounts Modules
Dear Zoho Support Team, I'm writing to request a new feature: the ability to merge tickets directly from the Contacts and Accounts modules in Zoho desk. Current Limitation: Currently, Zoho desk doesn't allow merging tickets from the Contacts and Accounts
Exporting tickets
I went to Setup -> Organization -> Import/Export in order to export tickets but found 2 issues: 1. The email body never gets exported. 2. There are some large numbers (like 5.57E+16) under certain columns of the exported CSV file. I could not find any export options. Please can you help with this?
Automatically create support tickets on a recurring basis
As mentioned in this post, the idea of a recurring ticket is pretty valid. From time to time, we have to create repetitive tickets (like windows update tasks, restore simulation of backups, check firewall rules for unused entries, and so on). I guess this is a very important tool for Service/Help Desk purposes, so we doesn't have to create a internal schedule (on Microsoft Outlook or Google calendar) to remember to open a new ticket every week/month/etc.
Scheduled Ticket
Create a periodic ticket and that an agent is assigned with the respective client. Regards, Victorino
Custom contact field on the help center form
Hello, I'm looking for a way to add a custom contact field to the help center form. How would I do this? Thank you in advance for the help! Kind regards, Luuk Schalk
Enable Merging Tickets from Different Departments in "All Departments" View
Dear Zoho Support Team, I'm writing to propose a new feature for Zoho desk: the ability to merge tickets from different departments within the "All Departments" view. Current Limitation: Currently, Zoho desk restricts merging tickets from within the "All
Re-Apply SLA When Ticket Reopened from Closed Status?
If you have an SLA applied, timers are deactivated when going to "On Hold" status type and reactivated when going back to an Open status type. What we discovered is when a customer replies to a closed case and it reopens, the SLA is not applied and timers
Duplicate Ticket when send email.
Good Day, When reply made in new email and send to zoho desk with subject "[## ticketnumber ##] subject" it returns a new ticket in zoho desk, but when agent reply to the ticket even if it is a new email or reply with this subject format "[## ticketnumber ##] subject" it will be a new thread to a ticket which is what I want. I hope it will solve. Thanks.
Agent Availability Report
I'm trying to understand how the agent availability report works. So I'm logged into zoho desk (and have been all day) and am looking at the report and my name does not show in the list. How can that be?
Formula Fields for Zoho Desk Custom Fields
Dear Zoho Desk Team, I'm writing to request a new feature for Zoho Desk: formula fields for custom fields. This functionality would allow us to dynamically calculate values based on existing custom fields within a ticket. Current Limitations: Currently,
Get Info (alert) for SLA accounts when creating / editing a ticket
Hi, I tried to program an info / alert, while creating or editing a ticket, when an account has an SLA. Since I couldn't find any relationship to the SLA database, I added a decision field to accounts. A workaround could be if the account also has products
Can a client close a ticket from an auto response?
Hi, We are looking to set up auto replies to customers when they raise a ticket. Within this reply we would like to include a link for the client to click if they need to close the ticket before we get back to them. This sometimes happens whereby the
change account of the ticket without changing the contact profile
Sometimes third parties (such as accountants) send us e-mails regarding more than one of our customers (accounts). To handle this, we need to be able to choose what account is related to a ticket, without changing the contact profile. Do you have
Zoho Desk: What's new in 2024 | Feature release
Zoho Desk's 2024 release is here! This year, we are bringing you a range of highly-anticipated features, including some that are designed to meet unique and industry-specific needs. With solutions for personalization, automation, AI, ticket management,
Unable to do multi-year reports or take a full ticket backup
We simply need to export ALL the tickets on our Zoho Desk portal but are unable to. It is a basic GDPR requirement (UK Data processing) and we need to be able to do this by LAW. Another reason is that we sometimes need to see all tickets in one place
Zoho Desk adding whitespace when updating agent email signature via API
Hi Zoho Desk team, I'm having a problem updating an agent email signature using the API (see endpoint). Zoho Desk is adding extra space in the header of the email signature. Note that the original HTML signature does not have these whitespaces. I'm using
Limit Status Change Options
How can I limit which statuses can be selected from different statuses outside the Blueprint? When our team first configured our Zoho system we used the Blueprint but a couple months later they stopped using it and it's out of date, so that's not an option.
Multiple Tickets from Same Contact
Hi, We have noticed our customers sending multiple emails to us (multiple tickets created). If I have a ticket open in front of me. How can I check from the same view if there are more tickets from this user. Dinar
Navigating email templates just got a lot easier!
Email templates are incredibly useful to agents who deal with a large volume of tickets every day. They enable agents to deliver help quickly, while setting the right tone and maintaining personalized communication. If your support team uses email templates extensively in Zoho Desk, you will have found that agents have to navigate a long list of templates to find the right one. We realized that this process could be much smoother for your agents with a little refinement to Zoho Desk. That's why
Create tickets on behalf of the sender while forwarding emails
So I was chatting with Rahul today, thanks for your help. (You guys need to update your support page where it says manually entered tickets are set to unassigned. They are not, they are set to the logged in user but please make that an option to default always to unassigned.) Anyway, our sales and customer service team forward a lot of emails to our support department. Now that we are using Desk we want to just forward customer support requests there. However, we found that even if the support person
Autocomplete email addresses of Agents when CC or Forwarding
When replying to or forwarding a message, many times we wish to include another member of our team, either by CC/BCC, or forwarding the message directly to them. The system auto-completes the email addresses of customers, but we are forced to type the
Hide Default reports
Hi. I'm trying to hide the default reports so the team can see only the custom reports we made. How can I acomplish that?. I know how to create a folder and assign permissions to it, but I can't (or don't know how to) do anything with the existing default
[solved] #original_sender trick not working for us
Hello community ! We really like DESK.. it's working like a charm for us but I have a request. Some users are sending emails personnaly to me (instead of using the support adress).. and I saw there was a possibilty to use : #original_sender {mail@mail.com}
Provide same functionality to CC field as for other ticket fields
Issue I'm not able to do much with the CC field for Help center users, as it is a somewhat special field today. It is not visible amongst other ticket fields and it can only be activated at a specific place: Settings > Customization > General Settings
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