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.Remove SalesIQ module from help center page
Hello, I am setting up a basic help center portal for our clients and I would like to remove the sales IQ chat module sitting at the bottom right corner of the screen. I found no way to disable/remove it from the theme customization or anywhere else inTraining for Zoho Desk Administrators
recently you announced (via a banner in Zoho Desk) an upcoming training for Zoho Desk Administrators. I'd like to register but cannot find the class now. Can you repost here?New enhancements in the latest version of the Zoho Desk Android mobile app
Hello, In the latest version of the Desk Android mobile app (v2.6.3), we have brought in the below enhancements. App language preference: A centralised location where you can select a preferred language for the app. You can change the language of theEmail notifications on followed contacts/accounts/tickets
Hi, Is there a way to receive email notifications when following contacts/accounts/tickets? What i'm looking for is that for all the accounts i'm following, if any of their contacts create a ticket, an email notification is sent.Problem with DKIM Authentication
We're having issues with DKIM authentication. We have entered two addresses of our domain from which to send messages from Zoho Desk and we have the following problems: 1- The first address sent e-mail without problem, the second (most important) returnsInsert snippet content in the same line
Hello, I would like to insert the snippet content in the same line. Example: Let's assume there is a snippet with the name "XXX" and contains a short text in a line like "Product name ABC 123". I write some text: lorem ipsumNow I input a snippet name:How to change button background color in Desk Portal Email Templates
Hello, is it possible to change the color of the following element in Desk settings > Help Center > Email Templates?Translate Zoho Desk Fields
Hello, how can I translate ticket fields and custom fields? I mean, the following: Thank youZoho Desk add OIDC federation for 3rd party IDP
Please consider adding the ability to use OIDC/OAuth compliant Identity Providers to Zoho Desk. You currently have Zoho, Microsoft, LinkedIn, Google and Facebook. But if you added the ability to use ANY OIDC compliant provider, you would add compatibility[Zoho Desk] How to automatically import in Zoho Desk tickets from Zoho CRM
We use Zoho CRM webforms on our website (because of the advantage of Zoho CRM being able to integrate with Google Adwords and thus to show us how that user reached our website - organic search, paid search, keywords used , etc). But we need to handle[Zoho Desk] Visitor tracking - see how customer reached page, in ticket information
Hi everyone, We're using Zoho Desk and Zoho SalesIQ at the moment. Here is our scenario: Our customers come to our website and they fill in a contact form (which gets submitted to Zoho as a ticket) or hey interact with us through the Zoho chat widgetZoho desk domain mapping not working
Hi, I have followed this knowledge base support from your zoho site: https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain-domain-host-mapping . First created a sub-domain(support.website.com), then went to zone editor to pointApparently Random ZohoDesk Sounds
My ZohoDesk makes apparently random noises: -Swishing Noise -(Shaking) Maraca Noise Not all of our agents report this issue. These are not associated with the live web chat. I can only assume they are linked to a notification setting. Is there any wayZoho Desk Teams App is not loading
Hi Zoho Desk support. Need an assistance on the Zoho Desk Teams app. Once I click View Ticket, it isn't showing anything. Kindly refer to attached: ZohoDesk Teams App_View Ticket Error.jpg For our Dashboard, we are still experiencing the same issue. KindlyHow to programmatically create a zoho desk account with password?
When our customers open a ticket the first time, we want to automatically create an account for them in the zoho desk portal and send them their username and password. Your online help doesn't provide a sample on howto to create an account with a password."Advanced Ticket Filters for Zoho Desk" : Add "Ticket Tags" as filters
This was a long awaited feature in the Desk community. Please consider adding the "ticket tags" as filters for this extension.Unable the convert Zoho ticket to Jira issue
Our team has been receiving the following error and error screen whenever they click "Add New JIRA issue" for a Zoho ticket. The full error message of Minified React Error #31 is: Objects are not valid as a React child (found: object with keys {self,Introducing Instagram Direct Messages in the Social Module
Hello all, We are excited to announce that the Instagram Direct Message functionality is officially up and running in Zoho Desk. It’s now easy to view and respond to end users' messages and convert them into support tickets right from the Social module.Desktop notification
Anyone know of extensions or add-ons for desktop notifications when a new ticket comes in?Mark as read on Facebook and Instagram
Isn't it possible that once we reply to a message on Facebook or Instagram in Zoho Desk, it is marked as read in the respective inboxes? I communicate via Desk but the messages remain listed as unread, forcing me to go to FB/IG and manually open each[API] Create contact with account details when creating a ticket
Dear all, When creating a ticket through API we can set Contact Details, it creates the ticket and the contact (if the latter do not exist). However when I add accountId in the contact section it fails with the following error: { errorCode: 'UNPROCESSABLE_ENTITY',Profile pictures not visible on Firefox browser
Hi, I have some uncanny situation with my agents' profile picture. Some are using Firefox, and others use Chrome. They have strictly similar personal settings as well as roles, profiles, and every other permission. Problem is as follow: agents using FirefoxLimit the number of "free" tickets for each user
I was wondering: is it possible to limit the number of tickets a user can send? For example a maximum of 10 tickets a month, and maximum 2 opened tickets simultaneously? I want to offer a paid support for a product which has a "free tier" and then usergoogle-mybusiness-integration-for zoho-desk
We are having issues with this integration , for ZOHO DESK . Payment for google my business add-on was done for our organization , using one agent account to access the payment page , the rest of the agents on ZOHO desk can't see the add on , we want↣ ↣ Mobile App for Help Desk Portal ↢ ↢
Namaskaram! Help Desk Portal becomes a key touchpoint for a company with its customers/partners. Its capability with tickets, knowledge base et al makes it an indispensable tool to a company's external network once they get hooked to it. From this perspective,Dismiss Due Date automatically on Zoho Desk when agent replys
Is there way to automatically dismiss the due date automatically when reply?? thxZoho Desk Help Center Full Customization
Hello, Zoho team! I discovered Zoho Desk just now when realizing I can somewhat funnel my business FB and Instagram messages (although not as smoothly as WhatsApp) under one interface. Really loving many features and although find some limitations, IWorkflow is not triggered with Supervise rule and field update
Hi! I have created a Supervise Rule, which triggers after 5 days a mail to the customer. To avoid sending multiple mails to the customer I have created a checkbox ReminderSent in the ticket properties, which is set to true by a field update. Now I wantGET /api/v1/agents/???/photo return err400
Trying to get desk agent's photo using this query: curl -X GET https://desk.zoho.eu/api/v1/agents/?????????/photo?orgId=????? -H "X-com-zoho-subscriptions-organizationid:????" -H "Authorization:Zoho-oauthtoken ????" I always get response code 400. Iout-of-office auto-reply reopens a support ticket that has been closed
We utilize the notification rule to "Acknowledge Contact when the request is closed." However, when a Contact is out of the office, their out-of-office auto response reopens the ticket. Is there a way to turn off the functionality where a Contact is ableHow to remove fields on ASAP ticket form
Hi, I have set up ASAP to embed on my SASS platform. This will be used primarily for Knowledge base articles and customer support ticket creation. The support ticket form allows customers to select product name and priority. How can I remove both theseDKIM Authentication: Cannot be verified due to incorrect TXT record.
Hello, I've successfully mapped my domain name to Zoho Desk (https://help.brightpen.ai) but now I'm having trouble with DKIM authentication. I clicked on Email > DKIM Authentication and then clicked on "Verify". Then I added the DNS records as instructed.Zoho Desk Issue with new messages
Our team is experiencing an error when a new ticket is created. We receive the contact information but no message. It displays the message below. Any help is greatly appreciated. "Content is not available. Please try again after some time.".Missed Chat Notifications in Desk
Hello, I know we can add Missed Chats to our Starred Views, However is there any way to set up notifications sent to a specific email address letting us know when a chat is missed.How to make Knowledge Base public so that I don't have to invite users to view
Hi, I'd like to make my KB completely public, so that my customers do not need to log in to a portal to access it and I don't have to actually invite my entire customer list to the help center. How do I accomplish this?Building Extensions #15: Creating widgets with the JS SDK bundle in Zoho Desk—Inter-widget communication
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. Hello Developers! In our previous post, we briefed the use of Hooks API and explained it with an example on howHow to authenticate End Users through custom third party app?
We basically want this workflow: User tries to access Knowledge Base but authentication is required -> User is re-directed to our website login page -> User logs in and is authenticated through our own servers -> User is re-directed back to Zoho KnowledgeIs it possible to add HTML or a button on email templates in Zoho Desk?
Hello team, I am working on getting the best use out of Zoho Desk. I have noticed that when you hit 'reply' on a ticket, it comes with a small 'survey' to the recipient saying something like 'how would you rate your experience with us?'... so my question,Workflow when ticket is closed through the portal
Hi! Is there a possibility to trigger a workflow if the customer closes the ticket from the portal? The background is, that I want to add a comment to the resolution if this case happens. Thank you and best regardsNext 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