Community for Customers
Hello, I want to know that if admin posts anything on community will customers get any notification or Email regarding that the post has been updated/ posted in the community. Also I want to know that when someone from community post any doubts, thoseTicket Form is wiped when Template is changed
Hi, if the customer changes the Template, edited entered fields are reset without notice. This is a bug as long as we do not inform the customer about the wipe. For us, a workaround would be OK: We only have one Template, but the customer still has toAuto-populate "Hi [Contact First Name]," in Every Ticket Reply
Hi there, For every incoming ticket in Zoho Desk, I would like all ticket replies to automatically start with Hi [Contact First Name], Is this possible to accomplish? If so, by what method? Thank you!Office 365 SMTP with TLS issues
When setting the SMTP server on port 587 (TLS) we get an error in Zoho desk. When we use 25 (PLAIN-TEXT) it works, but we cannot send emails. The error message we see in 'Failed Email Alerts' is: Error while processing the request! javax.mail.MessagingException:Feature Request: Notification Options in Zoho Community
Hello everyone, As an active member of the Zoho Community, I have been using the platform to interact with fellow users, seek help, and share my knowledge. However, I have noticed that currently, the only way to receive notifications for new messagesMark Ticket Unassigned during certain time frames
Hello, We work in a very time sensitive industry and we have agents who work different shift times through out the day. An agent may be working on a ticket during their shift that may not be resolved before they leave for the day. the customer may respondSeveral agents work on one ticket. Need permanent BCC.
Hello, After the migration from another popular support system we are generally happy but there are some things we really miss, which do not let us think that we completely migrated. One of those things is the possibility to keep agents informed about the progress in tickets (and not revealing to clients we track it). As soon as the ticket is assigned to an agent, the other agents lose control on it. Yes, I know that you have a "Followers" feature. It notifies me on my mobile (without any detailsAdding 2nd agent to a ticket
Is there a way to add a 2nd agent to a ticket if they are working together on the ticket? Or can you only do it by @ mentioning them in a private comment?Sending email to Zendesk portal
Hi Support, I want to be able to send an email to a vendor's system which is using Zendesk.. To send an email to a particular ticket in Zendesk we send it to support+id<zendeskticketid>@xxx.zendesk.com These emails were received in Zendesk, but they wereCreate a new ticket from a link in my site's footer?
Hello group. Is it possible to create a new ticket from clicking the 'Contact Us' link on my site's footer? I'm trying to use Zoho Desk as an email replacement for customers. My site is based on Ghost.io platform. Thank you,Zoho Desk Ticket Sync to Zoho CRM Cases
I want to sync Zoho Desk Tickets into Zoho CRM Cases with all attributes. Is it possible? Use Case: I should be able to see all the tickets created/modified in Zoho Tickets to be visible in Zoho CRM as individual tickets / new tickets with details ofExport Ticket information
Hello, I am wondering if there is a way to export ticket data to an excel/word/pdf document? It would be very convenient, if when the ticket is closed, to be able to press a button and send the: ticket number ticket problem ticket resolution ticket clientHow to create an automation for tickets in Zoho Desk?
Hello, I need to create an automation for tickets in Zoho Desk. I would like to have one field (integer) which will be updated every 100 days, for example, the field number is 0, and every 100 days it will be +1. How it's possible to do like this? BestPriority work mode is now supported in the latest version of the Zoho Desk iOS mobile app.
Hello All, In the latest version of Zoho Desk iOS app (v2.6.17), we have brought in support for Priority work mode as well: In this mode the tickets are listed according to their respective priority. Please update the app either from the App Store orReply email setup when using multiple departments
Hi there! Our Zoho desk is setup with multiple departments. We have a specific inbound/outbound email address for each of these departments so almost all inbound and outbound requests come and go via that department's email address. However, occasionallySend dynamic mails to customer
Hello, we would like to send emails to customer, when they are submitting new tickets via mail. Inside the mails there need to be dynamic text parts, so we use workflow rules + alerts. If certain criteria matches alerts are getting sent to the customerEnd user cannot login
Hi, I have a new end user / customer who cannot access our Desk support portal. He has received his welcome email, but inhis words: "When I go to the support activation page, it tells I am registering under "_____". I type my password, It shows me theI need to delete my account.
Hello, my IT team at SpotOn says that I need to reach out to you to delete my account. This is what I was told by them. "We've deleted you as a requestor from the old Zoho ServiceDesk Plus Cloud instance. Any further action you'll need to take up withSending WhatsApp message using "Notify via Instant Messaging" is not working
I have multiple Template Messages each template associated with workflow and everything is working fine, then I added a new template I found that Template Category options has changed, before I was selecting "Alert Update" but now this option is not availableAdditional Notes Field for Time Entry
Hi, it is very common (e.g. Projects Time Entry) to add a note to the time entry, so that the reviewer does know what's about this time entry. We would really appreciate a notes field, which also could be on the books invoice btw. Thanks in advance,Customization of Classification
Good Day, Is is possible to customize the Classification? like I want to add "Inquiry". Thanks.How long does a Help Center invite email last before it expires?
Hi Zoho, I can't find anything on this, how long does a Help Center invite email last before it expires? We have our system set to moderate and some of our clients are in different time zones. We moderate and accept these but it seems when they come onlineReporting on Tags
Is there a way to report on tags or is it just the two view that can be used?Remote Invite email not being received.
I've had customers report they're not receiving the remote assist email invite when I send via the ticket. I've since tested by sending to my own email address and confirm nothing is being received. Invite emails are being received if sent directly viaDifference between ticket opened via ASAP and ticket opened via End User Portal
Hi, is there any field that allows me to distinguish tickets opened by a user via the End User Portal from those opened via the ASAP widget? Some field through which to do the advanced search or, if not available in advanced search, query the system viaAssets Management
need to add assets to each account and each asstes has a diffrent end dateUnable to verify my subdomain linked with zoho desk to google search console.
My subdomain support.foyr.com is pointing to zoho desk. I wanted to verify my subdomain on google search console. Steps below. https://support.google.com/webmasters/answer/9008080#google_analytics_verification As my subdomain is a CNAME record pointingWhatsApp template category update: March '23
Effective April 1st, Meta will reduce the number of available WhatsApp template categories to three. Meta will start migration on March 27th, and all your existing template messages will be reviewed and re-categorized. NEW: Supported template categoriesKB Reviewer making edits and changes
When an editor saves a kb article that has been edited, they have the choice to save as draft or send for review. When a reviewer edits a kb article (or at least in our setup) they can only publish. Is there way to make it so that the Reviewer can makeAgent duties re-assignation during his vacations
If an agent is sick or on Vacation how can I readdress his automatic duties assignation to another Agent?Tickets assigned to teams arent showing as "assigned" or "owned" by those team members
I have a ticket assignment rule that assigns ticket to teams. When the team members checks their desk 'My Open Tickets' or do '/tickets' in Cliq, they can only see the tickets that are directly assigned to ONLY them. Deskbot seems to be notifying theTicket Ageing Report & Dashboard
Dear Team, I am trying to create a Summary report and I want Ticket AGE to be present in drop down. With this Report i'll be able to create a Component in My Dashboard which will have Ticket Owner Name in X Axis and Ageing in the Y Axis with Count showingCan you lock due date until after ticket creation?
Hi Support, Currently testing an updated & automated build of our ticketing system on a test department. So far everything we require to streamline workflow has been possible but there is one small thing that has been annoying us. After we have createdhow do I create a view in tasks "My & My Team Open Tasks"
Hi, I want to have a custom view which shows both my open tasks and my teams open tasks in one list. If you see attached I need to enter the name of the agent or team - but how do I do it for "myself" or "my teams"? ThanksCustom View with placeholders
I want a view for my agents. The tickets are asigned to them or a their team is there a possibility for a custom view state is open AND (Ticket owner is $current user OR Team is $user teammember)Knowledge Base article views
Within the KB, each article shows how many views the article has gotten, but I'm interested in which users have viewed a specific article. Because users have to register and sign-in to use the Support Site, I thought it would be possible to track theHow to integrate Helpdesk with Java App
Hello, My team is looking for helpdesk software in which users can seamlessly access from our current site. Since users are already logged in does Zendesk support Oauth? If so how is that login information housed? Can we integrate Zendesk with our currentHow to allow client to filter the Zoho ticket status
Hi, Anyway we could add in the filter status for My Area under client view?ZohoHCAsapReady is undefined
I am trying to use var viewArticle = ZohoHCAsapReady(function(){ ZohoHCAsap.kbArticles.view( { articleId : '305163000000109120' } ); }) But it says ZohoHCAsapReady is undefined. I am using this to import <script type="text/javascript" > window.ZohoHCAsap=window.ZohoHCAsap||function(a,b){ZohoHCAsap[a]=b;};(function(){varHelp Center e-mails (Invitation/Activation/Deactivation) e-mail templates
Hello, email templates for Invitation/Activation/Deactivation emails are not working consistently. Please have a look at this screenshot: As you can see, the upper part of the email has lateral spaces, while the lower part don't. How can I solve this?Next 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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Actual 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 theTrying to access records in a custom module in Zoho Desk and not having luck
I've built a custom module in Zoho Desk and am using a custom function to query the records in the module and I'm not having any luck. The only way I have found to retreive a record is by getting it by its recordID (the long zoho assigned one). The functionFull 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, leadagentid : Where to find?
I've been looking around for this agenId to check for the total ticket assigned on a specific agent url :"https://desk.zoho.com/api/v1/ticketsCountByFieldValues?departmentId=351081000000155331&agentId=35108xxxxxx132009&field=statusType,status" type :GET
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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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