Filter time logs by date in Zoho Desk
It would be great if there was an option to filter time logs by date in Zoho desk, so you could bill for a specific period or analyse you work completed.How can I use the ASAP chrome extension for multiple sites?
I have an APP that uses subdomains to create customer accounts. For example one client subscribes to our platform. He creates an account hosted on companyname.myapp.com Then another client subscribes to our platform. His account is othercompanyname.myapp.comPush conversation to operator in guided conversations
I really would like to push the conversation to an operator from a specific deppartment in guided conversations, just like Zobot in sales iq. It would help a lot. For me it does not make sense to use sales iq for messenger, instagram and others, becauseAdd attachment to custom modules
It would be great to be able to add attachments to a custom module. Thanks RudyHiding Agent Sign-In on Customer Portal
Does Zoho Desk plan to introduce a feature to disable the Agent Sign-In Functionality on the Customer Portal? I don't really want my customers to know what platforms I am using. It looks unprofessional to me Also its called the customer portal for a reason,Featurecast Story 19 - WhatsApp Sandbox
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 19 - WhatsApp Sandbox Maximize the benefits of business messaging without paying for it What is a sandbox environment? A sandbox environment is a virtual playground that allows you to freelyRule Assignment
Hello Team, Hope this finds you well. I am a technician, and the company is in the midst of implementing a new ticketing system, incomes Zoho. As part of the task, the dept would like to consolidate the pre-existing shared mailboxes (smb) in one smb withCustom Module Value Lookup update
Good day, I have created several custom modules, and considering the limitations, my implementation is working OK. I do have one issue. If I have a lookup between modules, when I change a value on a custom module field, the change does not reflect don'tSpell Check Icon Disappeared yesterday for Agent Comments
We always use "Public Comment" when communicating on tickets with our customers. For years we had the "Spell Check" icon when typing a comment. Yesterday, this icon disappeared for comments and is only avaialable when drafting a response via "Reply."Copy a conversation reply
We use conversations to communicate including letting the users know the resolution. Then we have to either copy and paste or retype the resolution in the resolution tap. It would be greater if there was an option in the copy of a particular conversationHash removed from copying ticket ID
Hi, Some of our team have reported that the # is no longer included when copying a ticket ID, is this something that has recently changed? Is there a setting that controls this?Zoho Desk feature for a customer so they can view all tickets entered across their company
How do I accomplish the following? Let's say for example that for the ACME company, they have three people on the team entering tickets. Let's say we have bill@acme.com, hillary@acme.com, and jane@acme.com. If Jane enters a ticket, is there a way so that Bill and Hillary can also see details of Jane's ticket? Thanks Glenn GoodrichUnable to switch primary domain
I have mapped a domain to zoho desk but I am unable to make it the primary domain.Debug Messages: Local Files and Database Cleared in Zoho Desk SDK
Subject: Debug Messages: Local Files and Database Cleared in Zoho Desk SDK Hi Zoho Support Team, I am writing to report an issue I am encountering with the Zoho Desk SDK in my Flutter application. When I attempt to present the login screen or submit aWorkflow /Assignment Rules for Instant Messaging
Hi, is there a way to configure Workflows /Assignment Rules for Instant Messaging? For example when click on "End Chat" botton in IM then mark asignee as unassigned? Or when click on "End Chat" it will close the related ticket? ThanksRecalling sent Unread Mail
Hi Zoho team, Have you added the unread email recall option yet? I have sent an email that has a wrong attachment that Inned to recall straight away. I have used this option on MS Outlook many times. regards, FrankLite Agent to account
Is there a way to assign a lite agent to an account? I needed to give view-only access to lite agents for specific accounts, in other words, the locations manager to view the tickets for the location. Thanks RudyPolish language
Hi, I'm considering Zoho Desk as a helpdesk system for my company but the problem is that it has no polish translation. Do you have any plans to support it in the near feature? Best regards, JacekHow to change the name of "My area"
It's only a small thing but it bugs me that it's "My area" not "My Area" which fits in with the rest of the menu formatting on the Elegant theme - anyone know what the CSS is or how I can change this and retain the hyperlink working ?Prefilled ticket field
Hi, I am using ASAP in zoho desk to integrate the knowledge base and ticket submission form in my Moodle, is there a way contact name and email auto fill in Moodle when someone logged in and trying to submit ticket from MoodleAverage Ticket - total time spent
Hi Team, There is an average option for ticket total time spent, I am a little confused how is the average caculated based on the number of time entries agents done or based on the total number of tickets?Can Agents set their own personal notification preferences?
I cannot find where Agents can set their own personal notification preferences. Some do not want to be notified every time a Team is assigned a ticket, or when comments are made. I can't turn this off globally because many Agents must be notified. PleaseTicket Self Service Submit Button Missing/Invisible
When creating a ticket on our self-service portal, the only visible button is "Discard". Submit is present if you select the text by highlighting it with your mouse, but is otherwise impossible to be seen.Feature Request: Please allow mapping of fields in tickets to Contact and Account fields
When I create a ticket in Zoho Desk and select a contact, some of the fields are auto populated (email, phone and account for example). However, if I add a Mobile Phone field there is no way to map it to the Mobile field in the Contact record, and itApproval from none agents
Is there a way to send a ticket for approval to someone who is not an agent? We have several processes that need approval from various department managers. These managers are in Zoho as a contact, and one is a lite agent. It would be great if we couldIncoming ticket, sender not recognized
As soon as there is an incoming ticket (email), the sender is not always recognized. Anyone have an idea what this is about? I now have to manually enter the sender every time, which means that I also have to manually enter the email address when answeringemail in conversation to resolution.
Good day, It would be great if there was an option in the "..." dots on a conversation that would allow us to move that email (reply) to resolution. Thanks RudyZoho Desk custom domain for customers only, agents using desk.zoho.eu?
Hi, I would like to keep our helpdesk at helpdesk.mycompany.org, but access the desk as agent via desk.zoho.eu/agent/mycompany. I have at least one reason for it - when I have in Safari Prevent cross-site tracking on, telephony doesn't work. The log isSupport Contracts with SLAs to specific subscriptions
I have 2 main questions: 1. When I create a support contract for an account, I can associate an SLA and a product with that contract. I would like to know if it is possible to activate the SLA of this contract only when a ticket is opened that containsDelete Ticket Comment API Can't Delete Other Agent Comments
I have a script to search for comments with a specific tag, then I want to delete that comment. It's a pretty basic script. My connection is using a generic "service account" to handle our functions, that account is a full admin and the connection hasFiltering/Sorting in Zoho Desk is VERY LIMITED
When I am on a view in zoho looking at all my tickets, I can only filter and sort by standard Zoho fields. I have a lot of custom fields that our customers answer. I want to be able to filter and sort a view based on these. Please note that above areCreating lead from e-mail content body in Zoho Desk
Hello! As we are collecting leads from different sources (including our website) that are transferred to specific e-mail address, we are experiencing problems with turning these e-mails into leads. All these e-mails containing lead information are creatingHow to not receive emails from forum community?
I no longer want to receive emails from forum community because it's already annoying. May I know how to not receive emails from the forum community?Arrow keys have stope working in the description Panel
So weird little issue, when I am typing up a description in a time entry the arrow keys for left and right have stopped working I can still go up and down but side to side just does nothing, to my knowledge i have not changed anything but was wonderingExtending multichannel support in Guided Conversations
Hello everyone! In this post, we will discuss the importance of creating GC flows for different channels. Guided Conversations are structured dialogues designed to assist users in achieving specific goals or tasks on a conversational interface. TheseSharing tickets with externals to collaborate
We have tried to find a no-code solution to share tickets with external 3rd parties for collaboration. Let's say our customer opened a ticket for a server problem and we want to "add" the manufacturer of the server for collaboration. We tried to forwardAbility for Agent/Customers to Respond to Happiness Ratings
We utilize Zoho Desk throughout our company - which means agents of one department are essentially customers of other departments. We recently implemented Customer Happiness ratings in our ‘closed’ email notifications. I’m now noticing that agents (regardZoho Desk's Instant Messaging Update | Improve customer communications with WhatsApp in Turkiye
As of May 15, 2024, Türkiye is now open for Cloud API business messaging. Businesses can begin conversations and receive messages from WhatsApp users with Turkish numbers. We now support WhatsApp Cloud for Turkish numbers Utilizing the Cloud API willSupport Ticket
We are trying to setup a basic support ticket help desk for customers to request returns. How do we do this? As well can we use Desk to setup a general contact us button?Search for fields with null values
Hi all, I'm writing a custom function in Desk. Part of this function must search for all tickets that are unassigned in a certain department. This is the part of the code: unassignedTicketSearchCriteria = Map(); unassignedTicketSearchCriteria.put("assigneeId",null);Next 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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