Knowledge Base Notifications
One of our users asked if agents could be notified when a new Knowledge Base article has been published. I was thinking about this and seems like it would be nice for end users or agents to be able to subscribe to a whole KB or one of the sub categoZoho Desk app update - Android
Hello Everyone! In the Android version of the Zoho Desk mobile app(v2.6.9), we have extended support for the below: 1. Marketplace extensions that are available within the left pane of the ticket details view on the Zoho Desk web app (desk.zoho.com) canTurn off Knowledgebase Article Ratings
Is there a way to turn off the "Helpful?" question at the bottom of knowledgebase articles or at least make them private? I don't want them showing a lot of negative votes if that ends up happening. Is that possible?When I print an article, why does "about:blank" appear in the bottom left corner?
What settings control "about:blank" appearing in the bottom of an article when printing? How can I change this?Display all articles on one page instead of using the previous or next buttons that only show 10 articles?
Hi, As far as I know, I can only edit the html and css of the header and footer. Is there any simple way to edit the html body or are there any settings that you can change to display all of your articles on one page instead of having to use the previousGlobal Signature
Hi, is it possible to make a global signature for all outgoing emails? We need this for our company. It is a legal requirement in germany. StephanSquished Image Width in Zoho Desk KB Articles
When posting images in Zoho Desk's Knowledge Base, I find that the images frequently end up squished based on how wide they are. Looking at the CSS, it looks like there is a `max-width: 100%` style applied which causes the width to stay within the size of the bounding container, but that simply squishes the width of the image instead of scaling it down. Is there a proper way to add large images, retain the maximum width/size of the image and not have the image squished when the container is smallerBulk update contacts and accounts from CRM
We currently have scripts that import additions and updates to our user database into CRM, which then syncs to Desk. Syncing works great for new records, but not all the data synced properly the first time—all records synced, but not all fields. If weNotify an external user
Dear Support Team, We need to send an email to an external user (ie, user not an agent on zoho) while escalating the ticket to a zoho agent. Please let us know whether this is possible or not with zoho. Thanks in advance. Best RegardsIs there any way to create an issue in Projects from ticket in Desk?
Is there any way to create an issue in Projects from ticket in Desk? It would be useful to just reply to a ticket and create an issue from the original message at the same time... I am currently having to manually create an issue in Projects and copyZoho Desk Extension config parameters
Hi, I would like to know if there is a way to view or edit the values defined inside the plugin-manifest.json in the section config while you are developing. I have set up some parameters that I need to use inside my code, but while running a Zet run,How can we filter dashboard reports to show year up to date? or filter more than 30 days?
Pull Incidents Data from 3rd party(XDR) to Zoho Desk
Hi team, We have a question about integrating Zoho with third party apps for automation purpose. General scenario is: We have Palo Alto XDR software and this software is generating some incidents. Our goal is to automatically create a ticket in Zoho asCost Report
Hello, I'm looking at buying a subscription for Zoho Desk and one of the requirements for my departments next ticking system is to be able to run a report that can break down costs for my team. For instance. We have 9 departments within our organizationZoho Ticket Last Comments
Hi, Just a quick question, is it possible to get the Last Comments on each ticket when doing an export of all open tickets on the system?Zoho ads unwanted HTML code to our HTML templates
Hi! We have created our custom HTML Mail templates with Verdana as default font and a font size from 10pt. Our global default font is Verdana. So far so good, and as soon I add my code save it and reopen it there is allways place this div element on theSearch all records API
Hi Zoho Desk Team Using the search all records API "https://desk.zoho.com/api/v1/tickets/search?limit=100&_all" If I remove the "limit=100" records that will be fetched is only 10, and by reading the documentation the limit to search records is only upSupport Hub Display Preferences for End Users
It would be great if end users could select their default filters for viewing tickets. We've had users wonder why they can't see any tickets and that's because it defaults to Open and My Tickets. I see the benefit of keeping it clean but it would be niceAdd New Column for New Field [Priority] in Priority Mode View
Hi Team, Wanted to know if I can add the new filed [Critical] that I created for order of priority in the Priority Mode view as shown below: Any help would be great!New contact not showing up on search or in Edit Ticket
Created new contact and submit. Open existing ticket to change the contact information to the one I just created. name of contact is not showing up on list, searched name of contact on contact center, no results. Tried to create the contact again, zoho says it already exist and shows on the duplicate contact bar on right the contact i previously created. No search result in different ways i.e. by name, by email address, by first name, by last nameSpam Filtering By Domain
Hello, My organization is using Zoho Desk, and we're getting tens of emails from various email addresses within a single domain. I want to filter out all emails from this domain into the spam folder. Is there any procedure I can do to make this change?How to remove agent login link in my area tab of help center
How to remove agent login link in my area tab RajeshAdd Products to mobile app, make Description an expandable field in web app
Two simple requests: 1. Add Products to the mobile Zoho Desk app. Why isn't it there? I use it extensively as an IT Manager, but can only view/edit them from a computer. The Zoho Desk app is made nearly pointless for me if Products are not accessible.Assistance on time based actions
Hi Zoho team, Would just like to ask for assistance as i have created a time based action that aims to set the status of a ticket from "Closed (Auto)" to "Closed" after 24 hours (working hours 8hrs per weekday) However, it seems to not affect the sampleAverage number of tickets per customer each year
Hey all, Can someone help me on how to generate a report in Zoho Desk that would give me the average amount of tickets per customer each year for the past 3 years?How to avoid reopening of 'Closed' tickets on customer response
Has there been any advances in the last year that now allows the Customer to not reopen the closed ticked upon reply? We to find this a very frustrating issue when we are dealing with Global Clients and they just reply with a 'OK, Thanks' and that is enough to re open the ticket. If you can please let me know that would be greatly appreciated. Regards ChrisTrigger workflows manually in Zoho Support
You can now apply workflows to a request manually to trigger actions associated to it. On applying a manual workflow you can send e-mail alerts, assign tasks and update the values of the request fields. A manual workflow, unlike the automated would not check for criteria while being applied to a request. Configuring Manual Workflows You can set a workflow rule to be applied manually. Both existing and new workflow rules can be configured for manual application to a request. To set a workflowSystem Tray Application
I'd love to see a small Windows/mac installer that would have a system tray icon with our logo. When the end user clicks the icon, this should allow the user to chat, or fill out a web form. This could also give the user the ability to include screenshotsMonthly Release Round-up - June 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Introducing Integration with Google Analytics 4 With Universal Analytics (UA) been sunset from July 1st 2023, we have introduced integrationDesk is very lagged
In the last few weeks, we've noticed Desk is very slow. It takes long times to load and send out intformation, such as an email or when we update a ticket property. It is slowing down our processes. Any help is appreciated.Unable to process request, please try again later?
Hi, I am trying to add external email addresses to my "from address" section, and although i have added a few successfully, there is one specific address for some reason I cannot add. I have tried adding other emails and they were successful, it seems like it is a problem with this specific address.Zoho Desk Forms, what if fields?
In Zoho Desk, when creating forms can you have fields "appear" when options are selected from a dropdown? For Example, we have a list of companies that we support on a dropdown. One company has a list of locations. Instead of listing those locations forEOL of Universal Analytics and an introduction to Google Analytics 4 (GA4) in Zoho Desk
Greetings! Universal Analytics was sunset on July 1, 2023. Google Analytics 4 is now supported in Zoho Desk. We are thrilled to introduce Google Analytics 4 (GA4) to enhance your Zoho Desk Help Center experience. GA4 is an analytical tool that providesChange language of an article in HELP CENTER
Hi, we first had the Zoho DESK set in English language and made some articles in the HELP CENTER. Now we changed the language to Dutch, but the Articles are only visible when I choose English in the HELP CENTER. Can I easily change the language of thePriority Email
Hello, I would like to ask if it is possible that when a user opens a ticket via email he can also set the priority to for example High. We only use the free version of the ticket system. Thanks a lot With kind regards Jamal Al-JibouriGuided Conversation Enhancements: Send and receive locations during chat session and view flow metrics
Hello everyone, We are excited to announce two new enhancements in Guided Conversations. Earlier this year, we introduced Guided Conversation, a self-service platform that allows organizations to empower their customers and employees to find solutionsdoes the iOS app support blueprint?
how can an iOS user use a blueprint in the app? we are not seeing this functionality in the iOS app.Track tickets moved across departments
Hi there, I'm just wondering if there is any way to track tickets being moved to a different department through reports? We have the professional edition so we don't have access to custom functions. ThanksWhen a ticket is marked as spam, is it included in dashboard & reports, or is it filtered out automatically?
I don't see a way to filter our reports to remove tickets marked as SPAM. Since the tickets are SPAM, I'd like them removed from my core customer service reporting.Does Zoho Support use DKIM for outgoing email?
We are using Zoho Support to help our customers. The responses go out via email, sent by Zoho's mail servers, on behalf of our support address (e.g. support@mydomain.com). (We don't use Zoho Mail) Does Zoho Support use DKIM ( http://en.wikipedia.org/wiki/DomainKeys_Identified_Mail)Next 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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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 theUnable 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,Request 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 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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