Request nice and readable ticket URLs
Hello Zoho and the community. I suggest you work a bit on your ticket URLs. It is hard to refer and work outside of the system with current URLs. We discuss cases in Slack or in internal email. And it always requires to go to the system to check what we are talking about. Now ticket URLs look like this. [domain]/support/[portalname]/ShowHomePage.do#Cases/dv/c29ebf16fdf488af7836c53d144a279742acf79f93f757e8 I suggest you make them readable like this. [domain]/support/[portalname]/ShowHomePage.do#Cases/9374Auto-Reply in Social Channels (Twitter)
Is it possible to automate sending an auto-reply to social channels?Email alerts in workflow rule with placeholder show up a different value on date fields
Hello! I recently created a new layout for my team to create tickets, one of the fields for a type of ticket is a date type field (not a date-time, just date), then I also created a workflow rule that sends out an email alert to a user with the ticketAttention! Scheduled maintenance for Zoho Desk's EU DC will take place on Sunday, 28 May 2023 from 2:30 AM CEST to 3:30 AM CEST
Dear Users, We will perform the scheduled maintenance for Zoho Desk's EU data center (DC) on 28 May 2023 from 2:30 AM EST to 3:30 AM EST. Expect one hour of system downtime. We've scheduled the maintenance for Sunday, hoping to minimize any impact onSync between Desk <-> Analytics doesnt work anymore! Infinite loop?
Hi, since yesterday morning the synchronization between Desk and Analytics does not work anymore. It was synced and the subsequent sync has not been completed yet.Email Body as Description
I didn't want to bring back a ticket that hasn't been touched in 2 years, so here's a new one. Almost every ticket in our system is through email. The only ones that aren't are the ones that we take over the phone (~2% of tickets). For the 98% that are,Email subject formatting
Hi there, I'm trying to change the way the email subject is structured in ticket conversation. I would like to change it from Re:[## 108 ##] Ticket name to something more restrained such as Re: Ticket name [#108] . I know there are templates for notificationAuto-population of Secondary Contacts (CCs) field using a custom function
My support team needs to CC the appropriate administrative contact for an account on ticket closure. Our default template for Accounts in Desk includes custom fields to capture the names, and email addresses of 4 different administrative contacts. I haveShow Higher Hierarchy Assigned Team Tickets for Agents with Lower Hierarchy in the same Team
Hello, we have the following problem: Some of our agents are higher in the hierarchy than other agents but in the same team. We would like the agents with the lower hierarchy to still be able to see and edit the assigned team tickets of the agents withZoho Desk's Instant Messaging Update - Meta mandates OTP Buttons for Authentication Templates
Starting May 29, 2023, all newly-created Authentication Template messages must include a one-time password (OTP) button. Note: This functionality will go into effect for India-based users (IN DC) later this year. What are Authentication Templates? AuthenticationZOHO CRM Contact and Accounts not syncing with ZOHO Desk
I created a new contact in Zoho CRM yesterday (7/18/2017) but it is not showing up in Zoho Desk. I have Integrate Zoho CRM With Zoho Desk enabled. I am unable to create a ticket for my client because Desk can not find the contact that was created in CRM.Overview Dashboard value blocks
Hi, I want to create a new dashboard with the same blocks as in the "Overview Dashboard" but i cannot find them in the Gallery when i want to add a new component to the dashboard. I've added a screenshot of the "Overview Dashboard" and outlined the blockswhat languages does zoho desk supports ?
I mean in my company some people don't know English, so does Zoho have the ability to make working interfaces in the languages Arabic, and other languages to respond to Arabic customers ?Other User from zoho desk cannot trigger the custom function workflow only the sysadmin
We were having issues with our custom function workflow where other users from Zoho Desk could not trigger the custom function workflow when updating the ticket, but when the admin updated the ticket, it triggered the workflow without issue. Is thereNew email opening old ticket
When a person sent a new email it opens up the old ticket.Multiple Help Centers
We have two Help centers setup within Zoho Desk for different brands of the business. On the second Help Center (not primary) when we enable the Sign Up option, when users are invited after approving Sign Up, the email they receive points them to theFormulario Web Zoho no funciona
Buenas tardes. He incrustado el código HTML en mi página web, pero al momento de presionar el botón enviar, no realiza el redireccionamiento a la página que indiqué y no envía como tal la información del formulario a ninguna parte de zoho desk.using two accounts within zoho desk app
Hi team Kindly I need to know do I'm able to use two different functions accounts in zoho zesk application? Thank youParent Account
Hello, I wanted to know if anyone has had the need to have accounts grouped together and to be able to obtain all the information related to said grouping. For example, being able to see all the tickets of a company and its subsidiaries.Avoid automatic email to certain address
We have seen that the automated ticket opening flow is (rightly) disabled for "no-reply" emails and similar. But what if two IT departments (that maybe use Zoho) use the email exchange for communications or ticket openings? Is it possible to keep theWe need the ability to react to changes to a Person or Ticket being marked as Spam, and we need the ability to change the Spam status of a Person or Ticket
We have Desk <> CRM sync set up. When a Desk Person is marked as Spam, the CRM Contact should be updated. Instead it appears that the Desk Person has the CRMContactID value removed, so the Desk contact gets disassociated from the CRM Contact. In our case,Possible to sort contacts by first name?
Thread title says it all. In CRM we sort Contacts by first name. In Desk they sort by last name. Can we change that? Thank YouZoho Desk Extensions are currently breaking due to night mode theme
Since recently Zoho Desk has introduced theming as well as a Dark/Nightmode This currently breaks Zoho Desk Extensions since they can't adapt to the theme of Zoho Desk, currently there are several variables "zdTheme, zdDarkMode, zdPalette" which are storedPriority filter in the help centre contains only default values
Hello, for the standard ticket field "Priority" we do not use the default values (high, medium, low). You are completely free to choose which entries to add to the list.: In the portal, only the default values are displayed, which can then be selectedAdding requests/tickets only by certain user groups
Hi, It would be great if we can allow certain user groups to add requests. In this case not everyone can add a tickets/request. Is this maybe in the roadmap? Regards, HelenCreating new tickets from a CRM layout - Look Up contact field doesn't work
After integration of Desk and CRM, When creating a new ticket from a desk related list in a CRM contact, the lookup field for the contact name doesn't autofill and when manually searching for the contact, eventhough apears the contact to select, clickingRequest Api with Authtoken
Hi, I'm trying to get the tickets calling the API but always I'm getting 401 $ curl -X GET https://desk.zoho.com/api/v1/tickets?include=contacts,assignee,departments,team,isRead -H "orgId:$$$$$$$" -H "Authorization:Zoho-authtoken $$$$$$$$$$" % Total % Received % Xferd Average Speed Time Time Time Current Dload Upload Total Spent Left Speed 100 93 100 93 0 0 93 0 0:00:01 0:00:01 --:--:-- 93{"errorCode":"UNAUTHORIZED","message":"YouAnyone integrate Whatsapp in zoho desk?
Hello, I'm value to integrate Whatsapp in Zoho Desk. I'm a software house and I would like to know if offers to my client a "premium package of assistance" it's a good idea. Anyone in my same business use it? Is it a good idea?Help Center - No ability to scroll on the published Help Center site?
Once updating the very basic settings of the 'Help Center Customization' settings, I changed the header image, some colors and went on with my day- Problem being, there seems to be no ability to scroll vertically throughout the entire site, which makesI order 1-year contract of Zoho Desk but tell me will update on Sep 7 2023
Hey Can you check I cannot use my credit?Incoming emails from web form
Hello, We receive incoming emails from our public webpage. This email is always the same. Is there a way to extract the senders email from the submitted form and replace it in the Email field in Zoho Desk? Otherwise an agent will always need to go inTicket Screen not refreshing - account specific issue
I am having an issue that has come about just today where my custom view ticket screens won’t update and refresh with either new incoming tickets or take them out of the custom view if I make an assignment or change status We have 4 agents here and mySave Zoho Desk Report Template?
Is there a way to save a Zoho Desk report template? Every 2 weeks I export the same custom report template, with specific columns in a specific order and specific time frame. Is there a way to just save this as a template for quick reference in theTicket re-assignment - reply
Hi, When a ticket arrives at desk and I change the contact info (customer), the recipient is not changed. So, when I want to respond to the ticket, it will send the reply to the "old" contact instead of the changed/new contact. See screenshots below.Customer Experience Workshops are coming to Europe!
Hey everyone, After an overwhelming response for our Customer Experience Workshops in the USA and Canada that was concluded in February, we are back again and now, we are coming to EUROPE for the very first time! What can you expect in the workshop? ThisAccounts module is now supported in the latest version of Zoho Desk iOS mobile app.
Hello, In the latest version of the Zoho Desk iOS mobile app (v2.7), we have brought in support for Accounts module. Also, the Contacts module has been revamped with a refreshing new UI. Users can now view all the web-based contacts within the mobileCan I customize the fields shown in the ticket list with table view?
I would like to show some fields like Priority and Classification and hide the Due Date field but it seems that these views are fixed. Is there a way to customize my view and not just using filters?Is there a way to assign a ticket by the support email address used?
We have 2 support email address: support@mydomain.com and orders@mydomain.com that forward to corresponding support email addresses in zoho desk (support@mydomain.zohodesk.com and orders@mydomain.zohodesk.com). The email forwarding is working perfectly.Hide Team Feeds,The Headquartes,Agent Queue.
Is possible to hide the left bar of Hide Team Feeds,The Headquartes,Agent Queue. I only want to keep Views on the left bar. Thank you.How can i send html data in email to a customer's ticket using deluge.
Can anyone just help me out from this problem. I want to send an email over a customer's ticket. I want that customer should get the executed html code. But i'm not able to send it. Customer is getting plain text with all html elements. like this:- <divNext 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-childPowering Customer Support with our women
In Zoho Desk support, women make up 50% of our team. We see this as one of our strengths, reflecting the spirit of this year’s theme, "Give to Gain". Our women find their balance Women carry many responsibilities — they represent frontline support, leadAutomation #6 - Prevent Re-opening of Closed 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. Typically when a customer submitsEU DC Partial Outage Resolved: A Detailed RCA
Incident Summary Due to an overload on one of the nodes in the EU DC for Zoho Desk, the system was unable to handle the heavy load, causing a slowdown in requests and resulting in a partial outage for customers with data residing in that node. On MaySee Every IM Conversation as It Happens
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. A
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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 determineActual 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 theFull 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 forPowering Customer Support with our women
In Zoho Desk support, women make up 50% of our team. We see this as one of our strengths, reflecting the spirit of this year’s theme, "Give to Gain". Our women find their balance Women carry many responsibilities — they represent frontline support, leadHow 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
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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