Forwarded emails from Outlook are being marked as Public and fully visible to the customer
Privacy concerns aside - Zoho strictly adheres to this notion that every conversation from a "channel" is a customer request and should default to public in the customers help center. This should never be a feature and we are shocked no other companyAutomatic warning when the time quota for customers is exceeded
Hello, in Desk we store times on the respective ticket, so far so good. Now, certain customers have a time quota, which we have to keep track of. How can we map the requirements in Desk as automatically as possible? I imagine the following: (1) AgentAdding a "Comment" to a reply produces the following error: "Comment cannot be blank." It was not blank.
While attempting to comment a reply posted by a Zoho help agent on the following post, I received an error saying "comments cannot be blank" and my comment was definitely not blank. Here's the original post: https://help.zoho.com/portal/en/community/topic/new-calendar-update-causes-duplicate-invitations-and-reminders-to-be-sent-out-when-syncing-with-google-calendarWhy can I not change the email associated with my profile on the Zoho Help Center and Community?
Hey all, I was attempting to change the email associated with my account here on Zoho's Help Center, however, the email field is unresponsive. It will not allow me to make any changes. Is the customer login here on Zoho Help Desk no longer independentHow does light agent knows which ticket he needs to comment on?
How does a light agent knows which ticket he needs to comment on? After all, a ticket allocation/assignment cannot go to a light agent. Case: I would like to pass on a ticket to Colleague A (light agent) so that he/she can respond to this by means ofChanged lay-out of 'my area'
Hello, The lay-out of my area changed. We blocked the menu on the right so our users could not filter anymore on their tickets. We changed the CSS now, but would be nice to be informed upfront about these kind of changes. Besides this, where can I changeChat Module in Zoho Desk UI revamp in sync with SalesIQ
Greetings! We're pleased to inform that the user interface of SalesIQ is revamped and it reflects in the Chat module in Zoho Desk. SalesIQ's LiveChat is used in Zoho Desk to establish communication between the support team and customers. It enables theNeed help on updating huge amount of tickets in Zoho Desk
Hello Support, My tickets got updated by mistake and now my whole system destroyed, the contact on a lot of tickets got updated and assigned a random contact. Here's a video of me explaining: https://www.veed.io/embed/1ea119e8-a34a-475a-829d-4c206d055cbbWhatsApp conversation removed after merging the contact
Hello Support, If I merged a contact that have whatsapp conversation with another contact that doesn't have, why it's not moving the conversation under the merged contact? here's a video showing what I mean: https://www.veed.io/embed/1bd28680-d2a4-4Relate Products to Desk
I have a request from my organization to be able to associate products a customer has ordered and have that information display in Desk when a Customer opens a ticket. How can I go about this?How can I replace a file I've attached to a Desk Ticket?
I usually add a Word or Excel file to a Desk Ticket that has more detailed information. I sometimes update that file. But I cannot find where to replace or delete the first file I've attached to the ticket.Voting in Community Forums?
Is there a way or is it planned to have a voting option in the community forums of Desk? I currently have a "Requests" section of the forum where customers can add software requests or ideas. It would be great if other users could "vote" on the requestEdit Email Subject when Replying/Forwarding Only
It would be very beneficial to be able to change the email subject when replying/forwarding an email from a ticket, but NOT the actual ticket subject. Leaving the Zoho ticket in the subject is fine. Maybe have the option to create a "New Email Thread"Ticket Template - Unable to process your request
Hello. Since yesterday i'm facing a problem in Zoho. Edited ticket templates for the past week and since yesterday having problems when editing. Message "Unable to process your request" when trying to edit any field. Verified with admin coleagues andNot able to link leads to Facebook
It says that I have Search disabled by facebook but i've got the setting for permissions entered on FB page already/sendReply API Endpoint -> Internal Server Error
Hello there, I would like to send an email reply via deluge, but I get an unspecific error message all the time: {"errorCode":"INTERNAL_SERVER_ERROR","message":"An internal server error occurred while performing this operation."} Sample code snippet:Department Customization Copy/Paste
Hello! I love the new customization of the layouts, rules and templates! However, we have several "departments" that operate similar and as I'm updating either ticket layout or workflow rules, I'm finding that I have to do it in each department. I wouldDesk- turn off notifications to users when deactivated
I've just been told by support that this is not possible. Please consider this a feature request- if I am deactivating clients who haven't worked with me for years, I DO NOT want them to be notified by email, and it's incredible that we are unable toHelp Center users can now set their preferred date and time formats
Hello everyone! We are here with another enhancement! Help Center users (registered or signed-in users) can now set the date and time format in their profile. Until now, the date and time format were predefined as: dd MMM yyyy and 12 hours respectively.Featurecast Story 3 - Dashboard
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 3 - Dashboard A good dashboard tells a story! What is a dashboard? A dashboard is an information managing tool that pulls data from a linked database and presents it through visualizations.Deactivate old contacts (without deleting)
Hello there, under this post I asked if there is a possibility to deactivate contacts.I received the answer that currently there is no possibility at all. So now I would like to share this idea with you. If contacts leave the company, or are no longerCustomize Article Titles
Is it possible to customize the style of an article title? Right now, it just a default black color and a default font. I was wondering if it would be possible to customize the style of the article title in order to change the font and color. I have beenShared Snippets
Snippets is Zoho Desk are really helpful for quick responses. However Snippets are only specific to each user who creates them. It would be SOOOOO helpful to have shared snippets. So for standard information we can share the snippet answers with the entireSetting Up Event Listeners and webhooks in ZohoDesk extension
Hi team, I need to create a target email address and set up event listeners to receive external event notifications and data within my ZohoDesk configuration. I recall seeing documentation about generating the webhooks within the extension, but I'm currentlyHitting reply all after an outgoing phone message in Zoho Desk
In Zoho desk when we try to send an email following a outgoing VM, we get a red error message saying "we are unable to process your request". We noticed that the phone number was appearing in the send to fields after an outgoing call and took the extraAccount Specific Knowledge Base or Article?
We often have Clients email for the same thing again and again. For instance, they may want a report that we generate for them about their specific system. 3 months later when they've lost it they emails us again for the same report. I see that we canNot able to attach documents to emails
Submitting a ticket to zoho help is also not working.Error Performing Transition Via API
Hello, I have a custom function in Zoho Desk that will transition tickets. The function was working great until I made two of the transitions common. I am able to transition it from the Original state via the function, but not from the newly added commonBug in Setup search
Searching in the setup does not take you to the setting, instead it redirects you to zohoone. The behavior was tested on different PCs, browsers and incognito mode. Anybody else have this problem?Default Font Size in Desk
How do I set my default font size in Desk? It takes me about 45 minutes to find the place to set it, then, when I sign out of Zoho and log back in, it's back to font 10 again. Seems like this would be simple, but like everything with Zoho, it's buriedSend alert on incoming e-mail from customer, prevent alert on incoming e-mail from agent
Hello, Here is what I would like to achieve: I want to send an alert to the customer (to the contact associated with the ticket) when the ticket meets certain criteria (for example, when it is closed). But this should not happen if an agent forwards anIdentifying teams through logos
Hello everyone! Identifying teams during ticket transfers has become easier! Sometimes, tickets demand immediate attention. This may be due to a security breach, last minute payment, or urgent technical issue. In the case of a last-minute payment, theUpdating WhatsApp Associated Contacts
Dear Support Team, I trust this message finds you well. I am reaching out regarding a situation with one of our valued customers and an integration challenge we have encountered within Zoho Desk. Initially, this customer was already present in our systemSending Mail to a Ticked create a new Ticket (did not add in existing ticket)
Hello, the whole day, some to our Desk mailadress sended Mails generate a new Ticket instead of adding the Mail to the existing Ticket. I've made several test for that. normaly the Mail where added into a ticket if we add "[##tickeid##]" in the Subject of the Mail (tickeid is the uniqe ticket number) to send it to a specific Ticket, nothing else. My test below show, that the Ticket Name (or Mail Subjact) now is a value to add it in a ticket too: My test Subject.JIRA Integration
Hello, Is the JIRA integration still one way Zoho Desk to JIRA? or has their been any progress on the 2 way integration? Many of our clients use JIRA internally to raise tickets and we want them to be able to be able to escalate tickets to us in ZohoI want to use Desk to monitor and control contact between subcontractors and clients. I want to accomplish this by having my backend create a bcc email to sub and client.
I want to use Desk to monitor and control contact between subcontractors and clients. I want to accomplish this by having my backend create a bcc email to sub and client. That way the sub and the client don't have each other's email. Voice will be handledGoogle Sheet
Hello Zoho Team, I am aware that importing a CSV or excel can be used for bulk creation tickets. Is there a way to also sync a google sheet in zoho desk and it will automatically add a ticket based on the data in the google sheet? Thank you"Your connection is not secure" - SSL Certificate Error
Hello, We have a zoho account for Nextide Academy. Currently helpdesk.nextideacademy.org is mapped to Zoho Helpdesk. When I tried to access the site, I'm getting the "Your connection is not secure" and your software is completely unusable. If you are going to force us with this SSL error for free accounts, may be you should not advertise it as a free account. You may have as well said that it has to be a paid account. What's the resolution to get rid of this? Thank youSchedules stopped without reason
Hi! We are using Schedules in our Zoho Desk instance. The Schedule was started in April 2023 and stopped without a reason and a message on 10th of August. It was also not able to activate the Schedule again. Only when I open the Schedule again save itZoho Desk - Ticket Reminder
Hello, I wanna create an alert in Zoho Desk that if a ticket is open, notify the ticket owner after the ticket is first assigned. Reminder mail notifications should be sent after 18 hours, 24 hours, 36 hours, and 48 hours. I tried to create an alert accordingNext Page
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Use color coding for picklist field values to enhance visual representation
It's easier and more efficient to manage a large volume of data in a ticket or other custom module records, such as ticket priorities and issue types, when you apply clear visual distinctions through color coding. Color-coded picklist fields allow usersTrack individual and team performance with essential KPI metrics
Hello everyone, Dashboards provide both real-time overviews and detailed summaries of important business data that support strategic analysis, planning, and decision-making. They provide a snapshot of the team's progress resolving tickets, performanceAuto-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 submits
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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 asUnable to change the "credentials of login user" option when creating a connection
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,Anyone 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 calls
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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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