Help Request: Custom Function to Update Contact Type in Zoho Desk
Hello, Can't seem to make this work and hoping I can get some help. I want to update the Contact Type for every new Contact created in Zoho Desk. For one department I need the type to be End User and for another department I need this to be Contact. Has anyone written a Deluge script that can handle this? I have this script but I cannot get it to work because Contact Type is not a custom field and any modifications to the field names in the script have not been successful. zohoSupportAuthtoken =How to Manage Customer Service across Channels - Second Webinar in the Series - Register Today
Hello all, We have successfully completed the first webinar in our series: Getting Started with Zoho Desk. Now we are gearing up for our next session. Webinar Topic: How to Manage Customer Service across Channels Date & Time (PDT): October 30, 2023, atLimit fields used
As you can see in printscreen i've got several fields left for creation and, after a search in zoho community i verified that for example for single line fields there's a limit of 80. I've even tried to reduce de string limit from 255 to a small numberReported on number of views for knowledge base documents
I can find the overview dashboard for Knowledge Base where it reports our trending KB docs etc, but do we have a report on knowledge base documents that lists them all in order of most visited? The dashboard currently only shows the most visisted butNew Enhancements in Zoho Desk and MS Teams Integration
Hello all, We are super excited to announce some new enhancements in our Zoho Desk and MS Teams Integration. Zoho Desk and Microsoft Teams integration deliver a unified platform for optimal management of support tickets in a single workspace. To provideIntroducing Private Ticket Threads
Engaging with customers, agents, and external consultants on the same ticket thread can occasionally prove to be tricky. Sometimes, your reply to an agent or consultant may end up in your customer's inbox instead. To avoid situations like this, we've introduced 'private thread handling' - a function that allows you to mark ticket threads 'private', and choose which replies can appear 'public' to the customer. Why private thread handling and not private comments? Private comments can be viewed byUpdate ticket via import.
Hi Zwitch team imported my tickets from freshdesk. Nice job but there is 2 pb 1st: we made mistake in agent email then ticket of this agent are unassined after zwitch import 2nd : zwitch does not take time entries. Then I got an idea. I exported fromHow may I open a new ticket from Guided Conversations?
I want to build a GC and collect some information from the customer. I would either direct him to available documents or open a ticket for further processing by an agent. How can I open the ticket in a certain layout and define the required values asZoho Desk Font preferences not saved in the user context
Hi! In our company we decided to use Verdana as our font for Mails and therefore mostly every user changed this in his personal preferences. Now I changed the PC with a different web browser and wondered, why my font changed to another one then VerdanaZoho Desk Notifications
Hello, I am curious if anyone would have a solution to this issue I am having. Within our ticketing system we utilize several different ticketing statuses to stay organized. Most statuses are "On Hold" status type and we have our agents set their viewsTicket status update delay
I've initiated the process by generating several tickets within the Zoho Desk. Subsequently, I modified the status of some of these tickets from "OPEN" to "CLOSE." Afterward, I attempted to retrieve these modified tickets through an API call. AlthoughZoho APIs for ServiceNow/Connectwise
Are there usable APIs between ZOHO and ServiceNOW/ConnectWise, purely for ticketing so we can transfer incidents/requests between the systems? We are using Zoho Desk and the other region is using ServiceNow/ConnectWise.Bug With Snippets Button
When I hover over the Snippets button, the quick menu appears, but when I move my mouse down to select anything, the menu flickers, every time. I'm not sure if it's a hover target thing, but hopefully it can be fixed. I've attached a screen recordingHas any thought gone into using ChatGPT as a customer facing tool for answering product questions utilizing the KB?
I've been experimenting with a local version of ChatGPT that has access to a limited set of data that can be utilized for natural language queries on the data. Has anyone else checked this out? Not a lot of success so far with our KB in Zoho Desk, butUsing Approvals in Zoho Support
Hi Zoho Team, Is there any way to customize the "Approvals" tab in the ticket so that the client contact can receive a request for approval? The reasoning is that we prepare a number of estimates for the client for work to be performed. If I could automaticallyDaily Notification for Specific Tagged Items
Is there a way to set up a tag in a Zoho desk ticket so that a daily reminder is sent to the agent about the ticket? Can the same be done to send the reminders to both the agent and the customer who created the ticket?Tracking how long ticket spends in one department
Hi, I'm just wondering if it's possible to track how long a ticket has been in one department for? Our tickets usually get moved across departments a lot to resolve them so I just want to know if there's a way to figure out how long it spent in one particularCreating a View in Desk
Creating a View in Desk for all tickets where you have been mentioned. For example their is a ticket and someone adds a comment into that ticket and mentions me (@Iain)How to turn off ability to share Knowledge-base article with social networks
Is there a way to deactivate the link at the bottom of a Knowledge-base article so that it can not be shared via Facebook or Twitter?Remove Powered by Zoho at the footer
Hi, I've read two past tickets regarding this but it seems that the instructions given are outdated. I assume the layout keeps on changing, which makes it frustrating for me to search high and low. Please let me know how exactly do I do this now? ThIs it possible to remove 'Help Desk Software by Zoho Support' footer from the Customer Portal
Hi, Just wondering if it's possible to remove this footer from the Portal. I'm doing my best to make the Portal fit with the rest of our website, and the footer looks out of place. Many thanks, ChrisFeaturecast Story 6 - Workflows
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 6 - Workflows Make it easy with workflows Zoho Desk's instant messaging functionality includes the ability to automate and simplify the customer support process. Workflows allow you toOffice 365 SSO Integration
We currently have all our users configured locally in Zoho. We want to connect Zoho to Office 365 using SSO. How do we merge existing users with their Office 365 profile? We dont want to delete users and their history. Is there a process to merge usElevate your Zoho Desk game: Register for our exclusive webinar series!
Hello all! We're happy to invite you to our upcoming webinar series on how to make the most out of your Zoho Desk experience! This 10-part series (60 minutes per session) will offer how-tos, best practices, and insights that will make your customer supportZoho Desk Brand- add on in Social Module
Hello! Where can I purchase brand add-ons in Zoho Desk (under Socials)? Zoho Desk Professional currently can have 1 Brand only. I want to add more brands so I plan to purchase add-ons but I can't seem to find anywhere in the website where I can purchaseBetter Handling of Contact Creation within Ticket
Different companies have different approaches on when exactly to create a contact. Some will create a contact directly in the ticket, while others such as ourselves will create a contact first and then the ticket. Here is the issue with the first method.Moving Tickets between departments
It would be nice if, when moving tickets between departments the system leaves you on the ticket (so long as you have permissions to the department). Currently it boots you out to your ticket list.Closing ticket from Blueprint without any notification
Hi Is there any option to create a Blueprint transition to close a ticket without any further action and preventing any kind of notification to the customer and the ticket cc's? Thank you.Monthly Release Round-up - September 2023
Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Allowing agents to share Snippets Snippets are canned or templated messages that agents often use for common questions or enquiriesMissing Privacy Policy checkbox in advanced Webform
Hi, We moved our webforms from CRM to Desk. In CRM, you have the chekcbox field about Privacy policy, the user needs to check before sending the form. IN FOrm, there is a soecial Term and Conditions Fields which could be used. However, no such field existsAutomated ticket creation
After a ticket is created, with a lot of fields filled is it possible to create a custom function or workflow that creates a number of tickets with the info filled in the first ticket? Example : A ticket is created by HR with name, surname,e-mail, jobHow to prevent Automation Replies to be send to customer when tickets are created on our end?
Hi there! We are trying to set up an automated reply when a customer writes in. The automation reply should only be triggered when the customers send an email to us. However, it seems that when we "Add Ticket" and "Submit and Send as an email" the automationQuestions regarding community users
Can we limit users from creating new tickets but allow them to create/read the forum?Current Date to Date field in workflow?
Hello, I created a date (not date-time) field for our tickets. I wanted to create a workflow which updates this date field to the current date whenever the workflow is triggered. Is it possible to do this? Something like date = now()? Thank you,Cannot Update Custom Field Using Custom Function
Hi Team, I am testing a simple custom function in Customer Payments module. I created a custom field in customer with API name cf_avg_days_to_pay. However, this simple custom function won't update that custom field. Can you point out what am I missing?Zoho Finance - Desk Integration - RMAs?
It's currently not possible to initiate the Inventory sales return process through the extension on Desk. As one might imagine, most return requests are handled by customer service agents who live in Desk. This seems like it would be a good addition toHow to avoid reopening ticket only from a sender.
Two support services, both using Zoho Desk, both configured to automatically send email on closing ticket . These two services collaborate each other and each ticket closing corresponds to an opening ticket (or reopening closed ticket) on the other. HowPrevent duplicates in single-line custom fields in tickets
Right now it is possible to add duplicate entries in custom fields in tickets. My specific requirement is related to the single-line field. A few of my clients are using Desk to manage communications regarding incoming bills from their vendors. One clientWhatsApp template creation failed
Hi, I haven't been able to create WhatsApp templates for a few days now, they always appear as "failed". However, by entering the meta business account the templates are approved. What could it depend on?SMTP Authentication Failed
Could not send email to requester, error message is "Mail sending failed, Authentication failed" All outgoing configuration parameters are accurate. RegardsNext Page
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Implement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?Zoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23
Hi All, We are eager to introduce the enhanced JWT authentication mechanism for accessing your ASAP add-ons. Effective December 25th, 2023, the ASAP's old JWT authentication mechanism will be deprecated. This means that the option to switch to the newAgents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:Zoho Desk app update - Reply via email option for IM tickets
Hello, everyone! We're excited to introduce the 'Reply via Email' option for IM tickets, in the latest version of the Zoho Desk Android(v2.7.4) and iOS(2.9.5) app update. You can now respond to IM-based tickets via email within the mobile app. This featureSpreading Love, One Ticket at a Time
At Zylker Techfix, customer service wasn't just about solving issues, it was about creating meaningful human connections. The team believed that every interaction was an opportunity to understand their customers better and offer solutions that truly made
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Ask the Experts 16 :A 5-hour Live Q&A - Tackling Zoho Desk's Onboarding Challenges
Hello Everyone! The Ask The Experts series is back! The Zoho Desk Team is happy to announce the first Ask the Expert session of 2025, focusing on the Onboarding Challenges of Zoho Desk. What's in for you? Ask The Expert Series is a monthly online sessionMarking a Desk ticket as Unread after merge
We have a custom script that runs against every new ticket and auto-merges it with any existing ticket that matches our criteria. That works fine but there is no functionality that reverts the newly-updated ticket back to an "unread" state. I found theRe-emphasizing the importance of Domain Whitelisting in ASAP's JWT Authentication Mechanism
The problem We discovered a security vulnerability related to using OAuth tokens in non-whitelisted domains and have reinforced our security measures. If you experience any request failures in the authorized domains, please verify that they are whitelistedTicket owner for desk ticket can't be set using Zapier "Create ticket" function.
I have a step in my zap where I create a ticket in desk, everything works fine apart from setting the Assignee (Ticket owner in desk). When I look at the data sent to the API the assignee variable has no data I can set the assignee (Ticket owner) if IArticles page into Moodle as an iframe
I would like to integrate my Zoho Desk articles page into Moodle as an iframe. My goal is to add it to the Moodle navigation and display the articles within a dedicated page without redirecting users outside Moodle. Could you please guide me on the best
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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
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