Please allow characters in tags like periods (.) and hyphens (-)
In our previous helpdesk system, we tag tickets with the website domain/project it is in relation to like domain.tld but I have just noticed that in Zoho Desk, it strips out characters and becomes like examplecouk. It would be really helpful if you couldRead receipts via zoho desk
Is there an easy way to set up or enable open receipts tracking for emails sent via zoho desk? We would like to be able to determine if a customer has opened the email we sent via zoho desk.SLA Activation problem
Can you help us in our problem? We currently have 2 SLAs. 1. New to In-progress 2. In-progress to Closed were currently having problems with in-progress to closed. We chose Status field update on "When do you want to execute the SLA". but every time statusSend Desk invitation from a specific email address
Hello, is it possible to always send users Desk invitation e-mail always from a specific address (regardless of the user sending the invitation)? Thank youAgents module gets a new-look and multiple options to customize the layout and fields
Hello everyone, The Agents module in Desk is made more functional and user-friendly with our recent set of updates. We are now providing: More intuitive and engaging user interface Facility to customize the module by adding custom fields. Ability to validateUnable to see emails from Gmail to Zoho
Hi! We have Support Email Address and From Address set up already but the emails are not linked or being forwarded to Zoho. What to do to have this fix?Can status name be shared between departments?
We have 5 departments (each for a seperate brand) We notice we can only have the default status of Open/On hold etc... in one of the brands. Other brands we have to name them something like brand A open, brand B open etc... Is there way we are missing553 Relaying disallowed
Hi, i have a problem whit only one email, every time i try to send an email to our email support on zoho that is the only address its rejected and show me this message. Help.Create contacts with the "Reply To" email address With From address "Name"
Hi, Now by enabling "Create contacts with the "Reply To" email address" checkmark in Setting>channels>Email>Other, the contacts will be create by 'Reply-to' field, is there a way to create contact by email from 'Reply-to' field and contact name from 'From'Google Chrome
Are you guys aware that this particular forum is not displaing at all in Google Chrome? I am on Version 104.0.5112.102 (Official Build) (64-bit) and I can't view this forum on it. Edge and Firefox is fine and even Vivaldi is fine. Thank you.Automating Multiple Follow-Ups in Desk?
Curious to know what others are doing or what best practices are. We're using Desk for customer support. Most of our tickets are taken care of right away, but there are certain ones in which we follow up with the customer after- usually one week afterIs there a way to export my tickets to a spreadsheet?
I'm using Zoho Desk professional version and I'm wondering if there is a way to export a list of my tickets that I have in the system? I'd love to export to a spreadsheet - other ticketing systems I've worked with have this ability and it would be super helpful to my workflow as the technical manager to grab a list.How do I find "My Requests" in Zoho Community?
The tab "My Area" isn't showing all the requests that I have submitted. How do I find "My Requests" (open and closed)?Help Center customization for buttons not working
Hello, The ability to change colors/customize buttons through the Zoho Desk Help Center customization portal has not been working for us for a couple of weeks. Last week, I worked with support to try to resolve the issue on our end but they were unableInbound email log?
We have several inbound emails that are not creating tickets. I need to search the Zohodesk inbound log to find out why. Where can I find this log?New From Address cannot verify
I have created a new From Address, which is the support@ address for my domain, that forwards to the default support mailbox. Presumably then, the verification email that is sent, should turn up as a ticket, but it does not. How can I verify my from address so that I can use my own domain?No more picture size adjustment?
It looks like when drafting a reply and inserting an inline picture, you're no longer allowed to modify the size of the picture once it is in place. Previously, you could click the picture to bring up a dialog bar at the bottom of the picture to changeValidate using Function like in Zoho CRM
Currently, in Zoho Desk, we can only validate field values using standard criteria. When will Zoho Desk give us the option to validate fields using a custom function like Zoho CRM does? Given that Zoho CRM already has this, I would think this would notApply Blueprint to Tasks
Is there any way to create and apply blueprints to Tasks in Zoho Desk? If not, can the Zoho Desk team comment on why that is the case?Some UTF-8 symbols are incorrectly stored
This is a shared problem between creating tickets over the Desk API as well as using the built in editor to edit tickets. Say you have a ticket and want to edit its contents to: Original content as desired Then only ⏩ will render correctly after you save the input. The other emojis will be replaced by question marks: Emoji are replaced with question marks Same thing happens when I try to create a ticket over the Desk API using the same string as above and transmitting data as JSON / UTF-8 (Content-Type:Blueprint Integration Help
Hi There, We recently started using Zoho Desk, and we love it!! So I need some help regarding the issue we face, and just wondering how we can resolve this or at least minimize the issue! My agent will send an email to the customer and request documentsmove or clone the custom layout
Hi, is it possible to move or clone the custom layout of a ticket from one department to another? BRZoho Desk API - Influence which layout is used
Hello, how can the ticket layout be changed using the API? I would like to choose the layout directly when creating the ticket. If this is not possible, my question would be how can I change it afterwards? Best regards, SvenHow do I add new line and format text in zoho desk ticket?
I am generating a ticket via API and looking to update "description" field of ticket whenever I need. Is there a document where I can find supported formatting for description field on a ticket. I need to find: Adding a new line and adding bold text,Agent permissions out of the profile configuration
Hello dear Zoho community, I took over the administration of my company portal on Zoho Desk (managing agents and all the Zoho-Desk-related stuff), so there were some things already in place, notably regarding agent permissions on tickets and knowledgeIncrease the interval from 24hrs to xx hrs (ex 48, 72hrs) WhatsApp ticket automatic creation
Hello, We like the idea that a ticket is created automatic, but we do not like the interval that it is created, we would like to have the option to increase it from 48 or 72hrs instead. We now need to merge tickets all the time. IsakDeluge custom script - set reminder for task
Hello, I would like to create a Task and set a reminder, unfortunately the doc does not help me. It only says that the optional field "reminder" is of type "JSONArray", I couldn't find further explanations regarding the syntax, the structure, the requiredsections populating as categories
Our help center is currently experiencing a bug. When you open a section then reload the page, the help center will display that section as a category on the left side navigation menu. When you try to interact with that "category" in the navigation menu,"Sending Failed" when trying to reply to tickets
Hi, When I try to send replies to tickets I am getting "Sending Failed" message at the top of the screen, It happened first about 5 or 6 weeks ago, but multiple retries usually resulted in the reply being sent, but today I'm getting the message all thePlaceholders in Field Update Actions in Workflow Rules
When you are configuring a new workflow rule that uses field updates, can you use placeholders for the value of the field update? I'd like to have the Subject of the ticket updated with some static text and values from 3 fields.How create ticket in Desk with JS?
Need to create ticket in desk.zoho from API with JavaScript ThanksHow to get the agent response to ticket
I get tickets details with Zoho Desk API, I cant get the "First agent response time for each ticket", How can i get this info ?Manage whmcs tickets with zoho
Hello I hope you are well. I have a question about Zoho disk module can it handle WHMCS tickets Thanks .Customer Portal Zoho Desk | Ticket creator name visible on ticket details page
Hello, How can the name of the ticket creator be displayed on the ticket detail page? If I set "Team Tickets" in the overview page, I can see the name: On the ticket detail page you see only the e-mail address of the contact person, but the name mustUse makro for more than 25 tickets simultaneously
Hello, since the functionality of Bulk Updates is severely limited, see this post "Bulk update not possible - field is used in a validation rule", I would like to know how to solve the following problem with macros. Let's assume that the macro is to replaceRound Robin Exclusions Based on Days of the Week
I have a team that works regular shifts. Rather than have them mark themselves as offline, would it be possible to create an assignment rule based on days of the week? For example. Agent 1 - Works Mon-Fri Agent 2 - Works Tue-Sat Agent 3 - Works Wed - Sun Can I create a series of rules that excludes these agents from round robin based on the days that they work?Bulk update not possible - field is used in a validation rule
Hello, we have a custom field inside (checkbox) a ticket layout and want to update this via bulk updates. But inside the drop down „Select Field to Update“ the custom field is not there. The field to be edited is used in a validation rule. If I removePushover Notification Module
Hello, it would be good if there would be a "Pushover" (https://pushover.net/) module besides the standard SMS module. Pushover is now very well known, especially in IT, and is becoming more and more popular. The biggest advantage are the customizableProblem with scroll on tickets of a customer on resolution above 1920x1080
Hello, when I open a customer in full screen mode and click on "Tickets" there is no scrollbar. This means that I have no possibility to scroll through the tickets. Only when I reduce the window, the scrollbar appears. This happens in Chrome, FireFoxUnable to find the URL needed in order to use the Iphone version of Manage Engine Service Desk Plus
We have Manage Engine Service Desk Plus Cloud version. We do not have inhouse servers. How can I find the URL that needs to go in the application on the Iphone when we first open the app? It's asking for URL and port number. Our company name is CertifiedNext Page
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Hello everyone, Customer service is a dynamic space where agents are often required to collaborate with other teams to resolve customer issues with quick and accurate solutions. For example, imagine multiple customers raise tickets stating that they areCelebrating 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.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 emailUse 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 users
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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
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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
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