Streamlining Customer Support with Auto Replies
I'm currently using Desk as my customer support platform and I'm interested in learning more about how to create auto replies within Desk. I know that auto replies can help me save time and improve customer satisfaction by providing quick responses toDo SubForm included on this kind of workflow automation
Missing fields in List contacts/accounts
I tried adding a comment to this topic but it was ignored, so I'm creating a separate topic. When using GET /api/v1/contacts and /api/v1/accounts, many fields are not returned, including address/zip/state information and all custom fields. My use case involves syncing data from an external database to Zoho Desk, and right now the only way to keep the information updated involves making a PATCH every day for each of our thousands of contacts/accounts. If the "List" feature returned custom fields andRound Robin - doesn't take exclusions into account
Afternoon! We have multiple To addresses set in our system. We only want Round Robin to use on one of them. We have two customers who we don't want to fall into the Round Robin allocations I have added some exclusions. The zohodesk.eu versions of theClosed ticket reopened by other.
It seems to me that a "thank you response" automatically reopens the relevant ticket, or that a team member can reopen a ticket closed by a colleague. Is it possible that a ticket can only be reopened by the owner?Reset Stats in Zoho Desk KB
As we're populating the wonderful Zoho Desk Knowledge Base, the team constantly reopens and edits the article. The analytics numbers will be so off in regards to the real customer usage when we launch. Is it possible to reset all stats once we finishHow to organize Ticket access in teams
How do I give ticket access to the users' of the same team? I can allow access if the users are in the same account, but this does not work for us in all situations. Here is my challenge: Our Core product is a subscription-based online service. The companiesSend Emails of Zoho Desk by Amazon SES
Hello, I Want to send zoho desk support emails by amazon SES. Please provide me the process, if there is any possibility for that.. ThanksKB article shows horizontal scroll-bar
Hi there. I've created a KB article with 2 table in it and I see that the page displays a horizontal scroll bar making it hard to see the entire content. I've resized the table to 50% width, but there's no improvement. How can I get rid of that bar? IsModalBox doesn't work
Hi, ModalBox call initialization stopped working. I use next code: App.instance.modal({ url: '/app/modal.html', title: "Modal box" }).then(function(modalInfo) { const modalInstance = App.instance.getWidgetInstance(modalInfo.widgetID);Help Center KB Articles - Registered users only - clarification needed please!
Hi Zoho, I have been looking through the following articles. https://help.zoho.com/portal/en/kb/desk/for-agents/articles/organizing-your-knowledge-base-content https://help.zoho.com/portal/en/kb/desk/for-agents/articles/restricting-access-to-knowledge-baseDeleted users from DESK still showing up in interface
Hello, after deleting an agent from ZOHO DESK he still shows up as a selectable agent in drop lists. How do I fix this?Why do Tasks reopen when moving Tickets?
There are instances in which we have completed a Task within a Ticket but then we need to transfer the Ticket to another department. However, the Task re-opens automatically causing the agents to think it is still outstanding when in fact it has alreadyZoho Desk - Modify/Customize ticket priorities
Hi, We just started integrating Zoho Desk on our daily workaround and we want to have our own ticket priorities. How can we modify or change the value of the Ticket Priorities? We want to add and modify these default values in order to facilitate theSchedule Report is creating a ticket in Zoho Desk
Scheduled Report is creating a ticket in Zoho Desk, is there a way to disable this? The thing is that whenever a scheduled report is being sent a Zoho Desk ticket is created. Are we missing something here?Setting the Team Icons
Is it possible to set an icon for a team? This would be helpful with Data Sharing and being able to easily differentiate the teams based on colored icons or custom icons. @Zoho - i accidentally posted this with my test account and realized it is set asAttach Desk ticket to Project task using integration
I have set up the Projects integration within Desk. This allows me to create a new task within Projects which we use primarily for software development. I need the ability to attach a Desk ticket to an existing task on Projects. This will allow developersTaking Extension to production
Hi, I have developed an extension with a backend node js server in zoho desk.In development mode it is working but in production mode,dynamic datas are not loaded. I added the server url in jquery posts and get but the following error occcurs query.min.js:2 Refused to connect to 'https://23e8dd2f.ngrok.io/post-ticket' because it violates the following Content Security Policy directive: "connect-src https://*.zappsusercontent.com https://*.zohostatic.com https://*.zohostatic.com" is it somethingReport Criteria Modified Time (Ticket)
I am attempting to create a report that will tell me how many tickets my employees worked for a given timeframe. Worked being defined as researching, communicating or resolving the issue all of which are documented via ticket conversations and time entries.Translating Help Center email templates
Hello, I need to translate the Invitation/Activation/Deactivation Help Center email templates, but I can't find the option to do that Thank youNew UI - Zoho Books Integration doesnt work
Hello all, when I try to open an invoice via the corresponding time entry in the new UI, I get an error message. I am the administrator, it can't be an authorisation problem. I therefore took a look at the network traffic and compared the behaviour inInconsistent Sprints Integration with Desk
Hi, we are using Desk and Sprints. Naturally, we are using Sprints for Desk for quite a while. Today I've got an email from the Marketplace : Interestingly, I got the email today Feb 23, telling me that my installed extension will stop working on FebZoho Desk - Client Specific Notes
Is there an extension that adds a note field for support to use to track client notes in Desk? I do not want to use the CRM notes field because this includes notes for all teams. I would like a note field specifically for the support teams.Web Tabs
Can we create web tabs in Zoho Support like we can in Zoho CRM?Limitation to change Ticket Owner
In our Zoho Desk reality, we have only one department, and the agents are divided into 3 teams (first, second and third level). We have activated Blueprint, but we need that the agents of a team cannot change the owner of the ticket assigned to anotherScreenshot blurred/ broken in Outlook
Hi @Ash In addition to this issue with Oulook diplay https://help.zoho.com/portal/en/community/topic/offer-link-url-for-the-customer-happiness-rating-as-placeholderI there are other issues with Outlook display of Zoho email content.Provide Issue Collector for Web Applications
We want to elaborate whether to change over from Jira Service Desk to Zoho Desk. With Jira, we are using the 'Issue Collector'. This javascript extension is nested in our web application. As the customer has an issue and wants to open a trouble ticket,Create a standard Vendors module and integrate it with Zoho CRM
I'm aware that Desk was initially developed to handle support communications processes where ticketing is needed. However, through many client deployments, my experience with Desk is that it can be effectively utilized for almost any communication processQueries about Happiness Rating
Hi Zoho Support, good day. Need your assistance on these inquiries below regarding Happiness Rating. Thank you. 1.) Is there a way to "Expand" the Customer Happiness Rating in the Dashboard? (kindly refer to the screenshot w/ number 1) 2.) Is there aZoho Desk Knowledge Base not loading when embedded in Help Widget
Hello, We use an onboarding platform which also includes a widget. They let you embed your knowledge base. But when I embed our Zoho KB it loads the menus but no articles: How can I fix this? And no I don't want to use Zoho ASAP - it is not very goodHow to add and change Product Categories
I have been trying to research how to add or change the existing product categories in Zoho Desk. I found this thread below: https://help.zoho.com/portal/zohocorp/community/topic/how-to-add-or-update-a-product-category but this information seems to beHow to add URL to signature block image on Zoho Desk
There doesn't seem to be an option to add a URL to an image on my signature block in Zoho Desk. Please help.Zoho Desk | KB Article
Good day Zoho Team! From the KB Module, if we publish an article these are the 3 options to whom can view the article: Agents, Registered users, All users Is there an option that both Registered users/customers and Helpdesk Agents can view the KB ArticlesExport Zoho Desk Tickets to s3 or a database Warehouse?
Is there any automated way or integration using which i can export all Tickets information in Zoho Desk to Aws S3 Bucket or any Datawarehouse like Snowflake, Google BigQuery or Redshift ??Any Suggestion about email forwarding?
We're hard at work customizing our Zoho Desk portal. I was asked a question: After configuring the mail panel and related Dkim etc, is it possible to use the support mail example@enterprise for the automatic opening of tickets without enabling automaticClosing tickets
Hello, Currently we send the contact person the answer to their issue which a separate email and then turn around and close the ticket which generates a second email. Is there a way that we can respond and close the ticket so the contact only gets oneIssue with help center customization
Hello, Whenever I modify anything in the help center themes' HTML editor the language selection dissapears. It doesn't matter where in the HTML i modify, add or remove something, it always dissapears as soon I change even a letter Default : When I addZoho Desk's new archiving policy is here to stay!
Dear Customers, Using a software can get cumbersome when you have to navigate through large amounts of inactive data to find what you are really looking for. To address this, Zoho Desk is introducing a new archiving policy that aims to reduce the clutter, and make important information available to you in a faster, easier and more efficient manner. What is archiving? To put it briefly, archiving is the process of moving data that is not actively used in day-to-day operations to a separate storageMark a Zoho Desk Ticket as submitted by an Agent
When an agent submits a request on behalf of a customer it makes it look like the customer submitted the request and not the agent on their behalf. Does anyone have a way to clearly indicate that the ticket was submitted by the agent and not the customer?Assign a Ticket Notification to All Agents on a Reply
When a customer submits us a ticket to our support email address, one of our agents will then assign themselves the unassigned ticket, which will then trigger a notification to go out to all of our agents that John Smith has been asigned to ticket 123.Next Page
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Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-childAutomation #3 - Auto-sync email attachments to 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. Most of our customers use emailCelebrating Thanksgiving: Honoring Customer Support Heroes with Zoho Desk
Thanksgiving is a time for gratitude, reflection, and appreciation. As we celebrate this thanksgiving, it’s important to recognize the unsung heroes of customer service—the Agents who tirelessly serve as the bridge between the organization and the customers.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, performance
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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 asHow to add Zoho Desk ASAP to an Angular application
We are currently trying to add the Zoho ASAP widget to our Angular application. We have some questions regarding this process. What is the proper way to add the Zoho ASAP widget to an Angular application? Should we just put the embeddable script insideAnyone 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!
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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