Sharing Knowledge Base articles across multiple departments
It would be useful to share some Knowledge Base articles across multiple departments where they are applicable, rather than having to go into other departments to find the article you're looking for. For example. Our reception uses the 'Admin' desk whereas our IT guys use the 'Support' desk, however both divisions would find KB articles about our company intranet useful. Reception does not have access to the support desk, so cannot see articles created in the Support KB. Perhaps you could installDelayed messages
Hi everybody! I am testing Zoho desk under live conditions and I've noticed that messages somtimes are delayed for quite some time. While google mail forwards them without a problem, Zoho desk often seems to process them with quite some delay. (ExampleTelephony external id in Zoho Desk
Hi, We are looking for a way to get the external telephony id in ZohoDesk. I see that Zoho CRM already has this feature: https://help.zoho.com/portal/en/community/topic/telephony-external-id-field-added-in-crm But my customer doesn't use crm. Only ZohoDesk.users unable to view own tickets in help center
Hi, I am testing the self service help center in Zoho Desk. When user is logged in they have a button for submitting new tickets, but once the ticket is created there seems no way to see the ticket from the customer portal. I am always taken to theZoHo Support | Duplicate Ticket Detection
Hello, Is there any way Zoho can "read / detect" an already assigned ticket number in the subject header or body of the email? Example: Ticket [## 19662 ##] **URGENT** Ocean Quote - Normagroup Now, when someone who was in copy replies to this email or an RE: gets placed in the front of the email automatically via outlook, our system creates an entirely NEW ticket which is then prompting us to search our tickets for "similar tickets" to then merge them... We're spending a TON of time merging and atIncluding Signature while creating a ticket in Zoho Desk
Hello, Is it possible to include the signature during the creation of the ticket? We have to copy the signature ourselves all the time! Thank youAPI Scope for Layouts?
I added several lookup fields in zoho desk that seem to exist in the modules but they aren't appearing under Modules & Fields. I assumed some of the functionality might be broken, so I wanted to investigate the layouts with the API. When accessing desk.zoho.com/api/v1/layouts?module=ticketHow to avoid reopening of tickets on customer response.
Hello, I dont want a closed ticket to be reopened when the customer replies on it. Please help me to avoid this. Thank You.Create email template for all department
Our objective: To utilize the same wording for all departments Currently: We have to individually edit each department's email template Question: Is there any easier way to edit email templates for all department?Zoho Voice integration with Zoho Desk
Dear Desk team, I know that Zoho Voice has just been released but would like to ask this question as a few of my Desk clients would really be interested in this. Is a Zoho Desk integration with Zoho Voice on the roadmap? If yes, any information aboutMerge Contacts API Error
I want to use the Zoho Desk API to merge duplicated contacts. I wrote the following Deluge function to do this: merge_contacts_api_payloads = List(); merge_contacts_api_payloads.insert({'ids':{'842454000000989001','842454000002232455'},'source':{'firstName':'842454000000989001','lastName':'842454000000989001','email':'842454000000989001','secondaryEmail':'842454000000989001','accountId':'842454000000989001','twitter':'842454000000989001','facebook':'842454000000989001','phone':'842454000000989001','mobile':'842454000000989001','type':'842454000000989001','title':'842454000000989001','street':'842454000000989001','city':'842454000000989001','state':'842454000000989001','zip':'842454000000989001','country':'842454000000989001','description':'842454000000989001'}});Can't export all ticket from day1
Hello All, I had challenges when want to export all the tickets on the Zoho desk, the showing data was only around 365, and my work here wanted to export all of the tickets created on the Zoho desk it's around 5000 - 6000 tickets. FYI: I have tried fromWhat does the Email online/offline toggle do?
Can you explain what the Email online/offline toggle is for and does under a gents profile?Email signature not being included if user creates ticket / sends email
When I create a ticket (send email), the signature doesn't appear to be added to the ticket. Can you confirm if this is the case? It would obviously be useful to include the user's signature even when sending a client an email and not only on replieRound Robin: Incoming tickets when agent queues are full
Hi, We were testing Round Robin and noticed the following: If a ticket comes in and every agent's queue is full (i.e. their number of open tickets is equal to the threshold value), then the ticket remains unassigned. When an agent's queue opens up, theTicket default footer
It seems that the default footer in the ticket replies is "How would you rate our customer service?" I assume this is customizable but I can't figure out howTicket Response template/snippet
For a given ticket, there's activities. For tickets in my department I'd like those activities along with their completion status to auto-populate in the ticket body. In my use case, those activities will drive the progress of the ticket and for eachPossible to remove CC / secondary contacts
Hello, Is it possible to remove certain CC / secondary contacts from a ticket when it's created using rules? Some client insist on copying in support agents as well as the main support address. We want to be able to remove any internal support agentsBuilding Extensions #3: Setting up the development environment and building extensions for Zoho Desk
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. Welcome back, Developers! With our previous post on the basics of extensions and the scope of building them,Can an Advanced Web Form update an existing ticket in Zoho Desk?
We are creating a blueprint for a process and after a certain transition we send the customer a notification that includes a link to an advanced web form. Can we somehow get this advanced web form to update the existing ticket? If not, how wouldHow to get static reports via Desk API
Hello, we are hoping to use the Desk API to automatically export the default static reports in Zoho Desk, or reconstruct them via other API calls. What's the best way to do this? For example, if I want to recreate the Response Time static report via theAdd 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 fieldOption 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 withVery 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 alertSearch 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 devAdd 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 withinAutomation #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 optimizeHow 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 youThe 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=849345046Issues 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 notHow 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 wrongSet 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 twoMS 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 ZohoAllow 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 AccountsExporting 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, VictorinoNext Page
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Automation #6 - Prevent Re-opening of Closed Tickets
This is a monthly series where 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. Typically when a customer submitsAutomation#23: Automate Guided Conversations in Zoho Desk with Business Hours
Hello Everyone, This week's edition introduces a custom function designed to automate Guided Conversations in Zoho Desk, based on your business hours. With this feature, you can align the bot's behavior with your business schedule, ensuring a smooth andAutomation #7 - Auto-update Email Content to a Ticket
This is a monthly series where 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. Email is one of the most commonlyAutomation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have TerenceNew features and improvements in Desk's integration with Zia powered by GPT
Hi everyone, We’re pleased to announce several new enhancements in Zia Powered by GPT integration. These updates bring more customization options, improved response generation, and additional language support. Below is an overview of the enhancements
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I am creating my custom widget for ASAP integration in Moodle as i only need knowledge base and submit a ticket there in the moodle, There was some translation issue in default module widget now i found the way to create separate widget and show in theRequest for Custom Script Support in Help Center
We would like to request the addition of custom script support in the Help Center, similar to the functionality provided by Zendesk. This feature would allow administrators to customize their Help Center with scripts for enhanced functionality, such asAnyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!Twilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving callsNeed help: Different email notifications for manually created tickets vs email-generated tickets
We're trying to set up different email notifications based on how tickets are created in Zoho Desk: When a customer emails us, they should receive the standard "Acknowledge Contact when a new Ticket is received" notification When our staff manually creates
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Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, GreenEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-importantLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
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