How to add additional contact fields to add ticket form in help center?
The default add ticket form in the help center accepts the customer name and email (contact fields) and of course, the related ticket information. When the ticket is submitted, a contact is created with the name and email, the ticket is created with itsWorkflows is not triggered when a customer lodge the ticket from his end
Hi Team, I have setup the following workflow in my ZohoDesk Workflow - Aurora Westan Receive New Web Ticket https://support.westan.com.au/agent/westanaustralia/aurora-westan/setup#setup/automation/401042000000953058/workflows/rules/edit/401042000043983353Desk slow
Past few weeks myself and another user are seeing the desk as very slow. We are based out from different locations, so not internet issues. Anyone else having the same issues?CC Field not showing in left pane for Agents on Help Desk Tickets
Hello, In the previous version of Zoho Desk, help desk agents were able to easily add more people on to the ticket by using the CC field in the ticket properties pane on the left side. My boss has not switched over to the newer view style and still seesCheck box multi option
Hi. When creating new ticket templates ive searched the option of multiple checkbox in one field. Only have the option to introduce one at the time. Saw in the FAQ menu this : https://www.zoho.com.cn/creator/help/fields/multi-select-fields.html In layoutKnowledge Base Website Is Down
Our Knowledge Base is completely down for our website. We can't have users login to submit tickets or to read our help guides, etc.Ticket KPI in Zoho Desk Dashboard
Hi! I am trying to create a KPI for our tickets to show progress/decline in graphical view or something similair. More spesifically, I need to know the status of all our tickets at a speciffic time. E.g. how many tickets were open january last year, howZoho Desk: I want to allow certain CLIENT PERSON not company to view their OWN tickets
I want to allow certain CLIENT PERSON not company to view their OWN tickets. I know how to allow all and maybe to view the whole company if I enable some global settings. But would like to allow just 1 Person to view his own tickets. Is this possible???Send WhatsApp replies depending on the keywords/Answers
Hi, When I use Buttons in a template, how can I reply based on the answer? for example if I have 2 Buttons: Sopport and Sales and the customer click on Sale, how can I configure the next answer? ThanksCustom Ticket Number
Good Morning, We have been using Zoho Desk for a while, and we want to know. Is it possible to set the ticket number to start from a custom value? example #340 Thank you in advance for your prompt response.What is a valid category name?
I'm trying to organize my KB and entered the name of a Sub Section as "Actions Tab" and received the following error in red: 'Please enter a valid name'. I need some direction as to what's wrong with that name. Please help.Check API Requests rate limit current usage
Hello, According to this table, the plans have these maximum number of daily API calls in zoho desk, Free 25000 requests per organization, per day Standard Edition 50000 requests per organization, per day Professional Edition 75000 requests per organization,WhatsApp message after the weekend
Hi, We've received a WhatsApp message on 24 feb. One minute after this message, our automatic response was send to this person. However, when we want to pick up this conversation today (so after the weekend), we are not able to send a message. How canAssign Ticket to Lite Agent
Morning, I understand a "Lite Agent" can only read a ticket, but is there a way to auto-assign via workflow or manually a ticket to a "Lite Agent" for read-only purpose The purpose is that we receive a large number of tickers that do not need any action,Time Entry Macro
Is there a macro (or a way to set one up) that we can use to more easily put in time for tickets rather than having to go to a different tab, then switch back to the "Conversation" tab in order to close the ticket? My manager used to use a program at a previous company that they would simply press: "+Xm" to put in time for "Minutes" or "+Xh" for hours. (ex: +5m for 5 minutes, or +2h for 2 hours).Hide "All product" tab from product filed
Is there a way to hide "all product" tab when a user open a ticket? I wold like that a user could decide between related product of his Account.Is there a way to add more than 1 contact email to a ticket?
Our customer want to have several persons being notified about the ticket once created and to follow the progress during the resolution. Is there a way to have more than 1 email address being used to communicate with our contact?Zoho Desk Not sending or receiving emails
We have had over 6 hours of consistant issues sending emails out via zoho desk. Nothing is going out. Also, all incoming mail seems to be giving us the same prompt "content not available, try again later". How can a service be down for 6+ hours? ThisNew customers get autocreated created with both forename and surname in the surname field
As discussed over a chat with Sajana:- "When we receive a new ticket, the contact would be then created automatically in the system and since last name is mandatory the values are pre-filled in the last name field of the contact. Also there may be casesRMA system compatible with Desk?
Hi all. Anyone have a suggestion for an RMA management system to work with Zoho Desk?How To: Ticket Status Updates via E-Mail reply
Hey Zoho Community! 🌟 I've developed a custom function to make my ticket management a breeze, and I thought it might be handy for you too. Let's dive into how this function can simplify your ticket workflow. What's the Buzz? Picture this: Your emailsAttention: Modification to the Get Agent API
Dear Folks, We'd like to inform you about recent updates to the Get Agent API in Zoho Desk, prompted by security considerations. If you're currently using the APIs mentioned, please take note of the changes outlined below. Existing Behavior: Currently,Auto Assign "Non Billable" in workflow
Good day, is there a way to auto-assign a ticket in a workflow to "Non-Billable" We receive a large no of alert tickets from various devices, we have a workflow that auto-assigns the ticket to tech and auto-closes the ticket, since these are only alertsDeduplicating Products
Hello, Is there a possibility to deduplicate Products (as for contacts deduplication)? Could that be done using a function ? I've over 10K records to depuplicate. Thanks !ticket field visibility based on another field
Hi, I would like to be able to show/hide certain fields based on the value of other fields. This is basically exactly what Zoho CRM has (layout rules). How can I achieve that? ThanksAudit Log is Blank?
Hello! I love the new Audit log idea but I can't figure out what is supposed to show in the audit log. Mine is blank but I thought it was supposed to show all changes made in my help desk including configuration changes, permissions, layout modifications,Pulling Reports from Zoho Desk Customer Profiles
Hello. I'm wondering if there a way to pull a report from the Customer Tab in Zoho Desk. Once you click into the Customer, then Time Entry, it provides all billable times. This would be a super fast way to filter by Date range, and simply pull the relevantTickets created by splitting a Ticket
Hello guys, I am struggling with a business requirement, which is to measure the number of Tickets created by splitting a Ticket. My purpose is to measure how many Tickets on a given day were created by splitting a Ticket. I am not interested in manually"Are you an Agent?" - Can't remove this?
On the page for Zoho desk signin linked to our website, their is a link in the right panel that provides the ability for - a new user to sign up - a user to say they forgot their password - an Agent login How do I remove the "Are you an Agent? - LoginHiding old CRM Contacts in Desk
I have an issue with contacts in Desk. We sync contacts from CRM with DESK and we have old contacts, eg staff members that have left businesses. The issue is when adding a ticket (most of our tickets are raised over the phone), staff sometimes pickHow do I track back and forth conversations on a Zoho Desk ticket in Zoho Desk itself
As the title says. Here is the situation I am having difficulty understanding 1. Customer submits a ticket, their email is customer@gmail.com 2. We reply from Zoho Desk where our email is support@ourcompany.com 3. Customer recieves that response in theirZoho Desk Contact properties question
I'm using The Zoho CRM integration to synchronize Zoho CRM with Zoho Desk's Contact data. The synchronization process is successful without any issues. However, after the synchronization, the Contact Owner in the Contact properties displays the same groupWhatsApp chat restricted to user/agent level
Hello Everyone, I hope you guys are doing well. Currently, my salespeople are using Zoho Desk, and we are using the Respond.io platform for our WhatsApp API number. The reason we had to switch to a different platform because each salesperson has theirFeaturecast Story 15 - Inserting Articles
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 15 - Inserting Articles Insert knowledge base articles in business chats for efficient customer support When a customer initiates a conversation on any instant messaging channel to requestZoho Support Display Preferences - Records Per Page
Hi, We are finding that when we change the "Records Per Page" drop-down menu to 50, it repeatedly defaults back to 10 requests per page. Is this just broken? Is there another way to set the default number of Requests to show on a given screen? Thanks,It seems that my emails are being detected as spam when they are sent out. Please help!
This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: eacademyoficial@gmail.com host prod-lbout-phx.jellyfish.systemsI'm not receiving emails in my Zoho Desk.
Hello there, I hope you are doing well. I have a problem, I'm not receiving emails in the tickets section. I have already set up forwarding from my cpanel to my default Zoho support email, but I'm not receiving anything on Zoho desk. I've checked multipleHow best to create tickets as an agent to request a response from the client?
In my business I have two ways of using the ticket system: 1) The "normal" way where my clients generate a ticket about some issue they have. This is the standard way all ticketing systems work. No problem here. 2) If I find an issue with the client'sAssociate a multiple Projects Tasks or Issues to multiple Zoho Desk tickets
In some cases, one or multiple Tasks or Issues can be associated to one or multiple Zoho Desk Tickets. Example: multiple customers submitting an Issue or a feature request on an Issue or a Task already registered in Zoho Projects. Ideally we would likeUpdate ticket status from email
Hi, Is it possible to update ticket status or other fields by sending emails? Subject: <TicketNumer> Body: @Status = "Closed"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
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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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