Featurecast Story 13 - WhatsApp Credits Dashboard
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 13 - WhatsApp Credits Dashboard Utilize the WhatsApp credits dashboard to analyze your business conversations During 2023, WhatsApp announced that it was shifting to a conversation-basedDesk - Finance Integration: Initiate Inventory RMA from Desk
It doesn't appear that with the current Zoho Finance integration with Zoho Desk that one can initiate an RMA for a customer. Am I missing something, or is this not a current feature? If this is currently not available, I would suggest that it should beZoho Desk RSS Feed for KB and Community
Hey guys, I searched and searched but found nothing on this topic. Can anybody clarify whether it is possible to get the RSS feed of Zoho Desk's KB and Community sections?Disabling email notifications for certain agents
Is it possible to completely disable email notifications for some Agents, while keeping them having access to Tickets, Reports/Analytics, etc? I would like to give access to Zoho Desk content to some users within the company (management) without annoying them with a million emails. Hopefully I can accomplish that without having to ask them to do something themselves on their accounts.Account, Contact, and Product related ownership features
It would be good if the ownership of a team, product and contact could be assigned to a team. This would allow more collaboration and more meaningful data within Zoho Desk. Currently, the default owner for these is the subscription owner, which is notEmail notifications not being sent
We turned on email notifications in the Notification Rules for the customer to receive an email when we receive a new request but no email is ever received by the customer. Is there something else that needs to be done? Our default department works fineCreate Ticket from a form
Hello, I'm developer for small apps on Mobile and Desktop. Currently i'm trying to integrate as support Zoho Desk. Everything works well with mail support. I'm looking for a solution for the Desktop App in order to create a ticket when the user completesMax Date Range Validation for Date Fields
Hello, I would like to create the following: A StartDate field and an EndDate field, the maximum date selection should be between 4 weeks. It should not be possible to select more than 4 weeks. For example: A user selects January 1st as the StartDateDynamic whitelisted domains for Zohodesk
I am creating an extension for Zohodesk. In that, I need to add dynamic whitelisted domains. But unfortunately, I couldn't make it. So kindly do the needful.Assign multiple departments to multiple helpcenters
Hi there! I have a reseller company for a software and I'm using Zoho Desk as my helpcenter and ticket management system. The software is great and I would like to make a suggestion! With multi-branding activated, your departments that visible in helpDirect assignments route tickets to specific layouts so you don't lose any field values
When using direct assignment, the tickets will always be redirected to the default layout of the department. It would be very nice to select to WHICH LAYOUT you would redirect the ticket, so when the ticket is created with custom fields with informationNeed help making a report and possibly a dashboard about First Response
I would love a dashboard that showed how our first response time is on average, and the number of first responses within SLA per agent in another chart.Widgets
How i can change the ticket category in widgets , the available only is the My ticket stats ?? I want to change it to another one.Open Ticket reminder to customer
I want to use the supervise rules, I think, in order to send out reminders to customers with open tickets saying something like - "You have an open ticket, we hope it has been resolved. If wee don't hear from you within 2 days we will close the ticket".Auto sorting tickets into folders/views
Hi. I've tried looking for a solution to my question, but haven't found anything that quite answers what I'm trying to do. It's possible that it's not possible. See below... Info: Is there a way to have tickets go into folders/inboxes/views based on rules,Script to add value to a ticket's multi-select field if it is not already there
Here's the scenario: Ticket layout has a multi-select field cf_resources_used with these options available as a start: L3, Cloud, Specialist. Its purpose is to help us track the resource(s) we consult with on a ticket. To consult with a resource, theHow do I reference a custom Desk field in a PUT statement
This works for any OOTB Desk field I try, such as "priority": resourceMap = map(); resourceMap.put("priority","Low"); zoho.desk.update(ORGID, "tickets",TicketID,resourceMap); But it doesn't work if I use this or any other custom field: resourceMap.put("cf_resources_used","L3");Does Load Balancing (Ticket Assignment) includes the number of closed tickets for the day?
Hi, Just want to see if the load-based assignment counts the number of tickets closed by the agent for the day? Or does it only count the current open tickets the agent has?Zoho Desk : Reports - Tickets count metrics not getting the total # in a day
Is there a workaround to get a final count of a ticket in a day regardless it was escalated aand move to other department per say that a ticket was escalated to a different team. Also if its on hold and moved to different department, the first dept. addressAccounts
Hello! Can you confirm how we are supposed to be using 'Accounts'? I read the help like its supposed to be a company/organization not individual user accounts. However, when we check it appears with test users and our accounts. So that's how we are goingZoho desk ticket unassignment notification
When a ticket is assigned to a person in charge, the system can send a notification, but is it possible to send a notification when the ticket is no longer assigned?Zoho desk mail channel
Zoho desk can create tickets from routes such as web and mail, but is it possible to disable only the mail route?Zoho support Can not send invitation email to portal user
I try to use Zoho support but have a problem. I don't know why. - When a customer sign up at the portal user they don't receive the invitation email. - When I go to contact manu, choose 1 user and click invite --> they don't receive the invitation email.Sending email notifications based on language
Hello. I would like to know how we can bypass the default notifications (which are just in English) for when a ticket is created/replied to/closed, to be in other languages, based on the language field in the ticket? I can create other email templates,Hide "Search In Help Center" seach bar when user is not logged in to the customer portal
When a customer goes to our customer portal and are not yet signed in, they see in the header the search bar. Unfortunately, if they are not signed it, they can't click on it or search it, so there should be no reason why it displays. It just takes uphow to do bulk delete for Zoho Desk tickets?
how to do bulk delete for Zoho Desk tickets? The old UI has this function and now i cannot find it on the new UI.open reply mail message in new window
Hello, Is it possible to open the email reply section in a new window instead of integrated to Desk? Thanks!Workflow field update overwriting value instead of adding value
Hi, I have two workflows which are triggered when a ticket is created: 1) when the ticket description contains the word 'ziek', it should update the field 'Category' with the value 'Ziekmelding' 2) when the ticket description contains the word 'geld',2024 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 emailNEW SEARCH FEATURE
I must say Zoho is one of the best platform in reaching out to users and making the most out of the many great features embedded in the software. But I must say there's something very important lacking in it. Ability to search and find users using featuresAdd an account for the customer service
Hello Sir, I am the business owner and I want to add an agent for the handling the Zoho Desk. Currently zoho understands me as an agent, however I just want to be the admin of the account. Thanks and Regards, Bhavana SahukarZoho desk not working
We are using Zoho desk for last two years temporarily it’s stop working. Is any one at Qatar facing same issuesZohodesk - is there a way to update change a CLOSED ticket date when a ticket was left open by mistake?
Is there a way to change the CLOSED ticket date on a ticket that was actually completed but the agent forgot to close it?Creating Contacts for Tickets
Hello,I'm trying to find a workflow for creating new customer tickets using just their email addresses. I was able to do so using curl commands, but ran into some issues concerning the contactId. This field is required for tickets, which means that I have to create a contact first. Also, I'm not sure why there is an email field in tickets in the first place. In order to create a new contact, there's the POST api/v1/contacts API. However, I found out that I can create multiple contacts with the sameAprobaciones
Hola buena tarde, sabrán cómo realizar aprobaciones sin necesidad de asignar el departamento a la persona o como poder ocultar los tickets de su visualización pero que pueda aprobar realizar las aprobaciones?custom layouts
hi. during preparing new layout can we manage more attributes in one page without scrooling down and up?show tickets issue
is it possible to show more attributes without scrooling down and upSort on ticket number not working anymore
Hi all, From time to time i open the default 'all open ticket' list. Until last week i was able to sort the list on ticket number. Now, the little icon 'arrow down' isn't shown anymore so it's impossible to sort the list on ticket number. We can selectopening wrong tickets after selecting ticket from list shown when search is used
Hi all, We are experiencing the following issue: When we enter one or more words in the 'Search' entry box, a list pops up showing related tickets. When we select an entry from this pop-up list, a wrong ticket is shown. It seems like the url linked toTags for New Tickets
Hi there, When creating a new ticket, there is currently no way to choose a tag you would like to associate with the new ticket. Being able to associate a tag while creating a new ticket will be very beneficial as it will save time and flow well withNext Page
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Auto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensureAutomation#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 #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 #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 Terence
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How to add footer in the custom widget
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
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