Auto login user by Remote authentication feature
Currently, I am looking to integrate our hosted applications with the Zoho help center. The requirement is as follows, a specific set of users will be logged into our application (authentications done at our end), and once the users are logged in, inRemote Login: Zoho Help Center / Portal (Customer)
Hello, I would like to open the Help Center https://<customName>.zohodesk.eu/portal/en/signin and authenticate the customer directly so that they are automatically logged in. This is not about the internal employees / agents but about the portal users.Pick a light agent as ticket owner
My collegae is a light agent within ZohoDesk. I would like to set him as a ticket owner, so I can monitor the progress of this ticket. But I don't see his name/profile when i want to set the ticket owner.Register Now for our Upcoming Fourth Webinar to Enhance Productivity Using Zoho Desk
Hello all, We are gearing up for our fourth session in the webinar Series. Webinar Topic: Automate your customer service activities and increase productivity Date & Time (PDT): November 6, 2023, at 11:00 am | Registration Link: https://zurl.co/hOMW (IST):Pourquoi Zia ne peut pas être activée dans mon Help Center ?
Bonjour, Je ne parviens pas à activer Zia pour traduire automatiquement les articles de mon Help Center ?Zoho Desk Workflow perform action x minutes after new ticket is created
I want to perform an action x minutes after a new ticket is created. I tested this with with the following but it did not trigger the email Alert action. Execute on: Create Criteria: Time to respond is Greater than 1 minutes Actions: Send an email alertShow number of Associated Accounts in ticket view
When viewing a Contact record in Desk it has this indicator when they are associated with multiple accounts. In this example the Primary Account is Core Sound Imaging, but I see there are 3 additional associated accounts. You have no such indicator inHow to prevent ticket re-activation at reception of absence notices?
If we mail the customer and have to wait for his response, we set the status to 'Wait Customer'. If customer as configured an auto-responder, the ticket gets thrown on the agents desk right seconds later and additionally the agent gets an email aboutemail from client did not create ticket
We have had this happen a couple of times in the past and them it seemed to clear up but today it happened twice. A client will send an email into our support address but it will not create a ticket. We know that the email came because we have it copyTickets mail blocked. Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8
Hello, our Zoho Desk emails are being blocked with the message: Service unavailable; Client host [sender4-zs8.zoho.com] blocked by dnsbl.sorbs.net; Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?136.143.188.8 Can you please get this rZoho Desk and Jira integration - Can I connect multiple Jira accounts? If yes, how?
Hi, We already using the Jira integration with one Jira Atlassian account, and it is working well. My question that, is it possible to connect to multiple Jira Accounts as we're working with multiple dev teams and the new team has their own Jira account?React Native Build Error with ZOHO sdk
Hi All, We are getting error while building our react native app with ZOHO react-native-zohodesk-portal-sdk (Screenshot attached). Please let us know if its a known issue. or if you have any ideas.Upcoming Webinar - Ensure Secure Customer Service Operations and Compliance with Regulations
Hello all, Hope this message finds you well. A friendly reminder for our upcoming third session in the webinar series. Webinar Topic: Ensure Secure Customer Service Operations and Compliance with Regulations. Date & Time (PDT): November 1, 2023, at 11:00Featurecast Story 7 - Bots in IM
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 7 - Bots in IM Build meaningful customer support experiences It's time to take your chat-bots to the next level! Did you know you can seamlessly integrate popular Instant Messaging applicationsHow to build a Feature Request Flow in Desk
I tried to find something in this forum, but searching for 'Feature Request' is a bad idea ;-) I was hoping to find a Best Practice guide on how to build a Feature request flow in Desk.Getting Started with Zoho Desk - First Webinar in the Series
Hello all, This is a friendly reminder about our upcoming first webinar session in the series! Topic: Getting Started with Zoho Desk Date & Time (PDT): October 25, 2023, at 11:00 AM | Registration Link: https://zurl.co/EUKZ (IST): October 26, 2023, atZoho Account eMails are not available to Zoho Desk eMail picker
Hi, 1. customer creates a ticket in Desk 2. Ticket gets forwarded to an agent 3. agent opens the ticket and replies to it using the build in mail function 4. agent wants to CC the reply to another Zoho user (e.g. sales) 5. the agent must type the completeTicket email notifications delayed
Our staff / agents have been seeing delays in times between submitting comments and the emails regarding said notification. The delays have been happening since Wednesday, and have ranged anywhere from ½ hour to 6 hours. Is there a Zoho mail server issueSensitive content detection and Predictive text in Instant Messaging - Zoho Desk mobile app - iOS
Hi everyone! In the latest iOS update (v2.8.1) of the Zoho Desk mobile app, we have brought in support for the below mentioned functionalities. Sensitive Content Detection: Provide a safer experience by detecting and alerting users to nudity in imagesAnnouncing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!How to display Knowledge Base Categories on my Home page of KB?
Dear, Instead of Showing up two sections only such as Knowledge Base and Ticket, how can we display only KB Categories on home screen, here is the url: https://orantneon7197.zohodesk.com/portal/en/homeLayout field in Help Center
When I have multiple layouts available in the Help Center for users to choose from, the layout field is on the form after they have already picked it. How do I hide this field from a the user form when they are creating a new ticket via the help center?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 byHow 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)Is 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, ChrisNext Page
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Instant messaging moves fast. Customers expect quick replies and smooth conversations across WhatsApp, Instagram, Facebook, and live chat. But without real-time visibility, small issues become big problems. A session stays open longer than expected. AControl 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, it helps to have peers or friends around you saying, “Everything will be okay.” They speak to you in common or shared language. But your inner voice comes to you in a truly uplifting language that stays close to yourZoho 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 keynote
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How 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 theActual vs Minimum
Hi all, I am sure I am not the only one having this need. We are implementing billing on a 30-minute increment, with a minimum of 30 minutes per ticket. My question is, is there a way to create a formula or function to track both the minimum bill vs 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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