Random automated Customer Happiness survey
I don't want the survey to go to every customer every time I close a ticket for them. I also do not want the agent to decide when they will send the survey. I would like to set a random timing such as "no more than 2 surveys per day", or "send surveyCustom Field API Name Not Appearing in Zoho Desk JSON
Hello! I’m creating a custom function on Zoho Desk and i’ve been using the Zoho Desk API to fetch values from some custom fields i have on a ticket Layout. While fetching the values i noticed that i could not find the API Name of a specific custom fieldHow to Organize Pinned Comments in a Separate Section on Desk?
Hello! We are in the process of organizing tools with our team and noticed that, with the new Desk update, it is possible to pin ticket comments/responses. I have a question: is there a way to organize these comments/responses so that they don't appearZohoDesk Slow/Unresponsive
Hello all, My team and I are having issues using ZohoDesk since yesterday. For moments it turns so slow and unresponsive it's impossible to use. Is there an outage or some other issue ongoing? Please advise, as this is disrupting the workflow for theIssue email server (Belgium 21/08/24)
Hello, Is there an issue with the mail server?WhatsApp message Failed
I never faced this error before can someone explain to me why/how it happen?Error message when trying to open files/attachments (excel, pdf)
Hi, Some of my colleagues get the following error message when they try to open files/attachments in a ticket: {"errorCode":"INTERNAL_SERVER_ERROR","message":"An internal server error occurred while performing this operation."} How can we solve thisImage uploads in Zoho Desk not working
Hi everyone, We've been experiencing a new bug today. We can't paste in screenshots to our ticket replies anymore, and at the same time when we are trying to upload an image to the ticket through the text editor we always get an error message that states:Seeking Email Parsing Software for Work Orders Integration with Zoho Desk & Zoho FSM
Hi everyone, I manage a lot of my work orders via email, and I’m looking for an email parsing solution that can help streamline the process by automatically extracting data from emails and attachments. I use Zoho Desk and Zoho FSM to manage these workZoho Desk Ticket SLA Level
Hello, we have 2 levels of SLA escalation for our Tickets. Is there a way to display on the ticket information the level of SLA escalation the ticket currently on? I am aware that we can see in the ticket history the level of escalation that has beenNo puedo cargar imagenes en los ticket
Estimados, Su ayuda, ya que no puedo cargar imágenes en los correos y esto es una tarea diaria Añadir imagenPortal Login
Customer originally used his company email address but now no longer has access to that email. I have updated his CRM contact with the new email address but he is unable to login to the portal or do a password reset.Export Between Date Range
Is there a way to only include tickets created between two specific dates when exporting to a CSV?User Engagement: Seamless Help Center Onboarding
Hello Everyone! Welcome to a series exploring how ZylkerShop established its business through Zoho Desk's Help Center. ZylkerShop is an e-commerce platform serving household customers and businesses with a diverse range of products, including home appliances,Redact tickets in Desk
Is there a way to redact the information on tickets without deleting the ticket itself? For instance if personal information was contained in a ticket and we wanted to delete this permanently but without losing the history of the ticket, so analysis wouldTicket creation via forwarding by agent
In the past, one had to type: #original_sender sender@email.com as the first line in the email when forwarding a email to Zoho Desk to have the original sender be added as the ticket contact. Is that no longer a requirement?The Support Plan feature doesn't decrease the credits for all the tickets coming from our customers
We started using the support plan feature with the "Ticket-based" plan type. Unfortunately, Desk does not decrease the credits from the "support plan" based contracts as stated in the knowledgebase article. I'm trying to understand what's going wrongZoho Desk - Very slow (2024/08/19 @ 9:57am EST)
Could it be the new updates slowing the servers? Very slow with intermittent failure to connect all throughout DESK. Any update as to when this will be fixed?Fireside chat with Zoho Desk and LateShipment
Hello, customers! Zoho Desk's Marketplace contains over 300 extensions for various functions. LateShipment is one of our key marketplace technology partners for helping you manage deliveries effectively. With the Zoho Desk+Lateshipment integration, youGetting the thread details in "desk.ticket.thread.moreaction" widget
Hi all, I'm trying to build a widget which looks at a specific thread in a ticket. It's triggered by the user clicking the widget in the desk.ticket.thread.moreaction location. It stands to reason that since this is triggered from a specific thread, notAbility to clone workflow rules, supervise rules, blueprints, email templates, macros
When setting up Desk there is often a need to use similar workflow rules, supervise rules, blueprints, email templates, macros in the same department or in another department. It would make initial deployments and future changes faster if it was possibleHow can we disable the option to select a department when submitting a ticket on helpcenter?
We recently created a second department on our system, which caused some of our customers to select this department when submitting their tickets. We don't want our customers to be able to choose a department for ticket-submitting purposes. There is anTicket view screen
How do I see All tickets that are not closed??Can I create a ticket for a customer, but without notifying the customer
Hello, We have a few customers who prefer to call us. For certain reasons, we want to track their requests through tickets on Zoho Desk but do NOT want them to receive emails about the tickets getting created or opened or closed or anything. Is thatCopy Workflows between departments
I have workflows that I want to copy to different departments... is there a way to DUPLICATE or COPY a Workflow from one department to another?Default ticket template zoho desk
Hi. I've created a ticket template. However, when I want to manually create a new ticket, I need to select the specific ticket template first. How can I set this ticke template as default, so that I don't have to select it each time?Ability to see historical preview of past ticket for contact/account in the Ticket Properties section
Hello. Would it be possible for us to have a snapshot of the current contact/account's ticket history in the Ticket Properties section when we're doing a ticket? If we could have a small bar that shows how many tickets the contact/account has in whatError Zohodesk, 1 Ticket contain 3/4/5 Different email
Dear Zoho Team, We have a problem, there is 1 Ticket with/contain 3/4/5 different emails. This problem does not occur in all tickets, but it is very disruptive to our operations I have tried to connect to ZohoDesk Technical Support but none of them provideLayout rule can't be modelled in the blueprint
Hello there, The following related information must be maintained in a ticket: Checkbox Text field The data must exist in the following conditions: Checkbox = ✅ Text field = empty ------- or ------- Checkbox = 🔲 Text field = filled This logic can beI want a contact to create a ticket and the ticket should be assigned to all the accounts linked to that contact in desk. Is this possible?
If a contact, who is linked to multiple accounts, creates a new ticket, is there any way that the ticket is assigned to all the accounts to which the contact is linked to?Deprecation of Google Drive and Google Sheets services in extensions
Starting from August 15, 2024, Google Drive and Google Sheets services will not be accessible as default services in Zoho Desk. Reason for deprecation: Google has found sensitive scopes in the Google Drive and Google Sheets connections, prompting us toIntegrated IM Functionality in Zoho Desk ticket (same way salesIQ is integrated)
Dear Zoho Desk Support Team, We are writing to request an enhancement to the instant messaging (IM) functionality within Zoho Desk. Currently, the IM feature exists as a separate tab, which can disrupt the workflow and hinder efficient ticket management.Overdue items occasionally show under "No Due Date"
This is a sporadic issue I've been facing, I value the countdown mode to keep on top of my tickets based on the due date. However, every now and then I will find that overdue tickets will shift to the "No Due Date" field instead of "Overdue". As you canSend & Pending
I know that there is already: Send Send & Close But there is no: Send & Pending Send & On-Hold. I understand that you can create a workflow, but the problem is the status depends on the ticket. For example in some cases, I want to send the reply and closeMore Default Send Behaviors for Tickets
Desk Team, After trying to configure my default send behavior. I noticed that only 2 options were available and I am disappointed that I cannot add more. I'd like a send behavior so that when I click send it sets the ticket status to pending so the ticketSend and Close by default
We always close tickets when replying to customers. However, the "Send and close" is the second option and only available via the send button dropdown. This is a disaster from a design point of view, because the dropdown arrow is close to the cancel buttonPublic Release: Implement JWT Authentication Mechanism for Help Center
Hello everyone! We are excited to announce that the JWT Authentication Mechanism for the Help Center has been rolled out for public release. This feature was initially made available on a request basis and is now accessible to all. We hope that it willSend and update status in the Tickets module
Hello everyone, We're excited to introduce the Send and Update Status option in the Tickets module, available alongside Schedule Reply and Send and Close. Overview of existing options Schedule reply: This option enables customer support teams to scheduleDeleting Attachments from Zoho Support Ticket
One of my coworkers asked me if there was a way to delete attachments from a zoho support ticket but couldn't find an obvious solution. Is it even possible? If so perhaps a permissions issue?Send Email Reply Action in workflows use the agent to created the work flow even if it was triggers by a different agent
Hi team, Would just like to ask for assistance as i recently made a workflow that is triggered on when a ticket is edited. What it is supposed to do is that when Agent A clicks the "Acknowledge ticket" transition, it would trigger this workflow that sendsNext Page
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Control the precision of answer bot responses
Hello everyone, Admins can control the precision with which the Answer bot analyzes and generates a response by adjusting the threshold levels. Based on predefined threshold values, Zia analyzes how closely the query matches with the available KB articles.Compose Emails Faster Using Templates and Snippet
Hello everyone, We have made an enhancement to the Send as Email option in Tickets. Agents can use templates and snippets to draft their response, which helps save time and maintain consistency. The Send as Email page will display the available templatesInclusion is the new engagement
When in a very challenging situation, you may have peers or friends around you saying, “Everything will be okay.” They speak to you in a way that they are connected or in a language or tone that feels close. But your inner voice comes to you in a trulyZoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteCreate an Eye-Catching Announcement Widget for Your Help Center
Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand for
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WhatsApp IM in Zoho Desk always routes to Admin instead of assigned agent
Hello Zoho Experts, I connected WhatsApp IM to my Zoho Desk account. I only assigned my Customer Service (CS) agent to the WhatsApp channel, and I did NOT include Admin in this channel. However, every new WhatsApp conversation automatically gets assignedHow Does Knowledge Base Search and Article Recommendation Work?
Hello, I would like to understand how the Knowledge Base search engine works. Specifically, does it search based on: The article title only? The full article content? Both, the article and the content? Keywords? Tags? Also, how does the system determineDheeraj Sudan and Meenu Hinduja-How do I customize Zoho apps to suit my needs?
Hi Everyone, I'm Meenu Hinduja and my husband Dheeraj Sudan, run a business. I’m looking to tweak a few things to fit my needs, and I’d love to hear what customizations others have done. Any tips or examples would be super helpful! Regards Dheeraj SudanFull Context of Zoho CRM Records for Zia in Zoho Desk for efficient AI Usage
Hello everyone, I have a question regarding the use of Zia in Zoho Desk in combination with CRM data. Is it possible to automatically feed the complete context of a CRM record into Zia, so that it can generate automated and highly accurate responses forHow exactly does "Reply assistance" work in Zoho Desk? What context is sent to the LLM?
Hi, Im trying to better understand the technical behavior of the feature "Reply assistance" in Zoho Desk, and I couldn’t find detailed information in the current documentation. Specifically, I have questions about what data is actually being sent to the
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Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote2024 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 emailWhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business PlatformUsing Agent Email Address as From Address
Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage. Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions aboutEdit 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-important
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