Two factor authentication for helpdesk users
The company i work for wants use the helpdesk site in Zoho desk, as a place for their distribution partners to ask question and look for information about our product. The things there is suppose to go up there is somewhat confidential between my companySkill Based Assignments
We started to use Skılls Based Assignment. After implementation started , We observed a small problem. If Customer re opens the ticket after a ticket is closed, Ticket goes to another technician as a result of Skill based assignment. ( This is the natureIs it possible to give reply on thread using api
Hello, I'm new to Zoho Desk. I'm working with Zoho desk API and want to know that can we give a reply on threads using API I have tried to find the API but not able to get it. can please any one help me in this. Thank you.Ticket Status Not changing automatically
Hello Folks, Can someone let me know why a ticket is not changing from waiting on customer to open automatically when a client reply to an email thread?. This was working before but now the status doesn't change automatically from "Waiting on Customer"Zoho Desk Help
1) How to Connect Zoho Desk Support Page with Website? 2) Can a customer get only access to Zoho support Desk only when he clicks on "sign in" button on website? Because I don't want the customer to go directly into the Zoho desk support and raise ticketNeed ticket age for reporting
Has anyone come up with a way of showing ticket age in a report? I am looking for days since ticket opened and days since ticket modified or updated. I have seen where I can use age in criteria but there is no way to report on a tickets actual age.Introducing support for Portuguese in your Help Center
Zoho Desk offers a multilingual Help Center, and our goal is to support a multitude of languages so you can provide a well-rounded customer support experience to your customers, regardless of the language they speak. Keeping this in mind, we've introducedHow to Automate Ticket Creation
I want to be able to have an Onboarding Process be Automated. So basically when they choose a specific request type from a dopdown field, in this case onboarding, I would like there to be either 3 seperate tickets created, one for each agent or departmentTicket system on wordpress website
I want my website user get option or form to submit feedback OR queries which will create tickets. my agents will manage ticket and provide support from zoho deskAll your activities, now under a single tab.
Customer service is not just about sending out appropriate responses to customers. There's a lot more that happens between the threads of a conversation, and this involves coordination between agents and other team members. To help track these behind-the-scenes activities easier, we're introducing the Activity Module in Zoho Desk. The Activity Module lists all your calls, tasks, and events in one place. This makes it easier to plan your day based on the activities you have lined up. This is especiallyDesk Help
I wanted to know that what are the limits of customers in Zoho Desk?Set recurring tasks in Zoho Support?
Hello, We use the task function in Zoho Support to set reminders for "due dates" of important events, such as lease expirations, etc. Is it possible to set some of these as recurring yearly? As of now, we have to reset every task manually after one year. Is there a way to have it reset automatically? Additionally, is there a way to import a list of tasks and their dates into Zoho Calendar? I have not been able to do it from Zoho Support to Calendar. I tried exporting tasks from Zoho Support,Canned Responses
Hi, How can I add Canned Responses in Zoho Support? Thanks Mario BTW we are a startup and love your products...How to make ticket TAGS more prominent?
I just had to search really hard to find where to add tags to tickets and then when a ticket is tagged, I can't even see the tag anywhere on the page. We need to be able to see tags against tickets from the main inbox / list - is there a way to do this?Amount of time of "on hold" tickets
Situation: My company wants to reward a team for not leaving tickets open for too long. Every time an On hold ticket gets answered by a customer, it goes back to open; one of the agents answers back and changes its status to On hold again. So we are tryingTwilio SMS support in Zoho Desk
Hi Zoho Support, The phone numbers I purchased from Twilio support both SMS and MMS. Does Zoho plan on supporting Twilio SMS and MMS functionality inside Zoho Desk, instead of using Share a Screen or Clickatell?DESK / Como lograr un blueprint para AGENTES DE SOPORTE sin capacitación previa
Hola, buena tarde a todos: Preguntando: En la empresa tenemos sin fin de respuestas a otorgar cuando se ofrece soporte al cliente, pero a veces es complicado capacitar a alguien en un solo día, por ello el atrevimiento de preguntarles, será posible construirThe new "Related Tickets by Custom Fields" extension does only function on the old UI
I've just installed this extension and found out that it doesn't function when the new UI is active. You have to switch to the old UI for it to function. This is a useful extension and we would like to be able to use it on the new UI. Also, the help pagedesk support ticket status report. make x axis to be 'over time'
This is how the report looks right now. I have selected Chart Type to be 'stacked bar', but it still displays the different statuses on different bars. I would like the x-axis to be 'statuses over time' with each bar representing a week or month.How to disable the notifications request notification
Hi, When I log in desk, I always get this notification window, asking me to enable notifications. I don't want notifications, so the current option is to click May be Later.... Until I get back to Desk, and I get the same notifications. I couldn't findZoho Desk
Hi There, Is there any solution if i want to send out 1 email content to multiple recipient at one time using Zoho Desk?contacts not shown on agents
Hi, We are still setting up our ticketing system. We recently found out that the contacts that I (as an admin) imported was not available to the agents. Agents can't create ticket manually because tickets need contact name and the contacts don't appearCustomer Account in Zoho Desk
Hi. Is there a way to merge two accounts in Zoho Desk? I have an account that has a duplicate and both accounts have tickets associated to them. I can find them by using the "Duplicates" in the accounts screen but when I am there, I only have the choicesIntroducing Skill-Based Ticket Assignment
The goal of every support team is to provide great support, and to do so as fast as they can. To make this possible, it is important that agents spend their time judiciously, especially when they're dealing with a large number of tickets of varying urgencyDuplicated tickets when responding to another ticket
Hi, I've recently created two new departments, each one dedicated to a customer (according to our support scheme) and with its own mail. Tickets are send by mail to a mailbox address in G Suite and then redirected to Zoho Desk's addresses, and they're normally created, but the issue comes when the agent sends a response to the ticket and the customer replies again. When this interaction establishes, new tickets are created with the customer's response instead of attaching it to the original ticket.Can't get a list of archived tickets via archivedTickets API endpoint
Hi. Each time I try to get a list of archived tickets I receive a 204 error (no data). I am using https://desk.zoho.eu/api/v1/tickets/archivedTickets?limit=50&departmentId= as my endpoint (valid department ID is appended after the equals sign). Am IHow to set up multiple email addresses for different departments under one Desk account?
So under one company, we have multiple departments with numerous team members needing access to specific mailboxes, for example:- Support Accounts Social Media Etc I have set up Desk (new user account) and can forward the email to the one zoho email addressdesk chat vs salesIQ
Trying to understand the difference between the two options and which is preferred and why. Our company switched to salesIQ and it is great for sales but not so much for support. I really want my chat to have the ability for the customer to come toBybrand for Zoho Desk now supports department signature
Zoho community, I would like to announce that Bybrand for Zoho Desk now supports different email signatures in each agent department. This was a frequent request from customers, and also suggestions here in this community. Therefore, we worked this monthError adding department support email address
Is there a limit to the maximum number of departments in Enterprise. We have around 100 at the moment.Private chat between Agents found in lower left corner - how does it work?
Hi! In the lower left corner of Zoho Desk you can find "Chat" and "Contacts". I try to use the chat to talk with other agents within our organization (and department). I have managed to this by this complex process: 1. During our normal work we happen to have an "Agent collision" when both of us where looking at the same ticket. I could click on my collegue "Agent A" in the top pop-out-box and initiate a chat about the current ticket. 2. Later on, in the Chat window (in the lower left corner), Iproduct name in Ticket module
Hi Team, please replace search lookup format of product name field in ticket module with dropdown field format. this is very easy to select the product from list. end user can not understand how select the product as its mandatory field in our zohoRepeated notifications for Ticket/tasks depending on their status
Hi, everyone, For our day-to-day operations, we need the ability to be repeatedly notified about tickets and/or tasks depending on their status. This would affect one of the following cases: 1. A ticket has been open for a long time. 2. A ticket has beenAdding additional records dynamically to a subset of fields
I'm trying to create a service ticket layout which will be passed to a Creator application for Field Service Management (FSM) purposes. We need to be able to define a specific subset of service product fields such as "Service Product", "Service Product Serial Number", "Service Product Warranty End Date" and "Service Product Current Warranty Status". We may need to record more than one of these subsets, in case the customer has more than one product which has to be serviced on their site. It seemsZoho Desk very slow
over the past few weeks zoho desk has become so slow that it is almost unusable. please address performance issues. Thanks!Update a bolean field with a custom function
Hi! I want to update the field "isAccountTicketsViewable" from true to false. I have a workflow rule that trigger when the field "Account" of a contact is modifyed. When the rule trigger I wanto to update that field. I write this funcion and mappde ConctaIdAssigning a Ticket to a Team
Hello, I used to be able to assign a ticket via Zoho Desk to a Team. I just recently realized I no longer have the option. Whenever I try to assign a ticket, I can only assign agents and no longer have the ''Team'' tab. I'm unsure which settings relateCan't update User
We have some users setup as Light agent that we would like to upgrade to Agent, but that option is grey out in our setup page. Thanks.Zoho BugTracker Integration - Sync Additional Fields
We've started using the integration between Zoho Desk and Zoho Projects (Using BugTracker to link Issues). The one big drawback we've seen is that not much information from the Desk ticket makes it into Zoho Project Issues automatically, so the agentsCustomer happiness rating on closed email tickets ONLY
How do I send a customer a happiness rating on closed email tickets only. I tried creating a workflow but it is not working. It still sends on all closed tickets.Next Page
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Auto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensureAutomation#22 Track Ticket Duration at Specific Status
Hello Everyone! Welcome back to the Community Learning Series! Today, we explore how Zylker Techfix, a gadget servicing firm, boosted productivity by tracking the time spent at a particular ticket status in Zoho Desk. Zylker Techfix customized Zoho Desk’sCelebrating 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.Improve Collaboration and Communication with Mass Comments
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 areIntroducing 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-child
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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 insideUse 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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Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
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
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 email
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