Blocking Specific Emails in Zoho Desk
Hello! I would like to know if it’s possible to block a specific email in Zoho Desk so that tickets are not created from it. Could you guys help me with this question?
Engage Users with Easy Reads
Hello to Our Users in the Zoho Desk Community! The Knowledge Base (KB) has always been a treasure chest of valuable information, helping users understand products and services and navigate through them with ease. Each of us interact with the knowledge
Deprecating Public Comments
Currently, Zoho Support allows users to add comments to a ticket and have these comments visible on the customer portal. These are called Public Comments. We intended these to be a convenient way for agents to let both customers and internal stakeholders know of developments in a ticket. Since then, we've added better and more elegant ways for agents to communicate with customers and employees. Naturally, the usage of Public Comments has come down over time. After studying its usage carefully,
New Asap Widget How to update my code
I know you're still working on updating the documentation for calling the Asap Widget, the existing documentation is no longer valid. In the old 1.0 version I was able to do many things programmatically in javascript. I could open an article directly
Reply-all copies Help Desk
Whenever we choose the Reply-al function on a ticket, the Help Desk email is automatically inserted into the CC field. Is there any way to remove this, or do we possibly have a configuration issue?
My workflows not working
Hi I have created my first workflow I want it so when a customer responds to a ticket that the status is changed to "reopened" We want this so its clear there is a ticket to deal with again. We only have 2 agents responding to tickets and do not have
How to include original email as a quote in a Email Direct Reply in a Workflow (Helpdesk)
Hi. I have an automatic email with a couple placeholders, sent to the recipient stating what their ticket number is in a Workflow in Zoho Desk. What I would like to do is quote the original email they sent which triggers the workflow at the bottom of
Using Snippets in Comments
One of our Agents asked about using snippets in comments. We don't see this as an option at this time, only in reply mode. Is there a way to enable this?
How can I view Help Center articles in 'Sandbox' mode?
I have published some help center articles but when I try to preview the knowledge base page, it says 'We have no content to display'.
Ticket duplicating when multiple "To Address" are messaged
Hello, I want to know if there is a way that I can stop the duplication of tickets when clients email multiple emails related to the same department at the same time. In our case, we basically use ZDesk like email. Each agent has a designated "To Address"
Reply via email for IM tickets
Ability to respond via email to tickets opened via IM channels, such as WhatsApp, Telegram, etc. Currently it is only possible in calls opened through Socials channels.
Deprecation of Marketplace functions
We would like to inform you that Marketplace functions will be deprecated by the end of December 2024. Currently, the Marketplace supports the development of functions that can be used in extensions within HTML and resource JSON files. However, due to
is it possible to change language based on webpage language?
Hi is there a way to change the asap ticket form based on the language our webpage is in? Our webpage got 2 languages atm. so we would like asap to change accordingly. can only see a solution to change it to one other language? Best regards Michael
Email address ZOHO suggestions in replying - how to delete unwanted suggestions?
Hi, I have some "unwanted" email addresses suggestions by ZOHO, and made some mistakes by replying for some tickets already. How can I clear this in ZOHO directly, I deleted all web browser history and cookies . Did not help :/ Below example, where one
Only use 'Teams' in a department / Remove 'Agents' option
I've sent an email too but thought I'd also post here. In our business, we do not want users to to select agents for tickets. In our previous ticketing system, for each ticket, we can only select a 'Group' and an agent within a group. Which was perfect
Zoho Flow Doesn't Detect Desk Custom Field Change
I have a Flow that is configured to be triggered when a custom field on a ticket changes. I also have a Schedule in Desk that runs a script that changes the custom field. When I change the custom field manually in the Desk interface, the Flow runs as
Fetching first response time
I recently used python and Zoho desk api to fetch all tickets, but checking the columns I can’t find first response time which I want to use , I could only calculate resolution time from created time and closed time. How do I go about getting first response
Enable Snippets and/or Templates option in outgoing Emails
Hi, Currently Snippets and/or Templates are only available in reply emails but not when creating new outbound emails: https://help.zoho.com/portal/en/kb/desk/ticket-management/ticket-replies/articles/sending-emails-and-converting-it-to-a-ticket Since
Exported Knowledge Base Article - text is simply cut off
Hello, I have discovered a bug, when exporting a KB article (PDF), line breaks are ignored. The text is simply cut off, that's not acceptable at all!
Sub Department module
please create sub department section under Department module. so much work will be reduce when this feature is available.
Adding Users in a team to be able to view all tickets
I need your kindness to guide me on how to add users in a team or group to be able to view all tickets raised by all users in a particular help center.
Time Entry warning
Is it possible to configure a warning/alert when a ticket exceeds a set amount of Time?
Display name in Zoho Desk Ticketing system
We are in the trial phase to implement a Ticketing system. As our company uses several generic emails, such as service@abc.com and service@xyz.com across different branches, the uniqueness of usernames (full names) becomes crucial for our business. Without
Desk Contact Name > split to First and Last name
I am new to Zoho and while setting up the Desk and Help Center, I saw that new tickets created or submitted from the Help Center used the Contact Name field. This would create a new Contact but put the person's name in the Last Name field only. The First
invokeURL to change custom field
I have a deluge script that currently runs as a Schedule. It works exactly as intended, however I've recently been informed by Zoho that there's some mechanism in place to block changes made by a script when it runs on a schedule from being detected by
Customize the ticket ID for enhanced ticket tracking
Hello everyone, Ticket IDs in Zoho Desk are the unique reference numbers that are assigned to tickets when they're created. Agents generally use the ticket ID to locate a particular ticket and to reference a ticket in conversations and feeds. When customers
Zoho Desk app update - Activities module support
Hello everyone! In the most recent version of the Zoho Desk Android app, we have brought in support for the 'Activities' module. You can now access activities as a separate module and manage your events, tasks, and calls within the mobile app. Also, you
New Agent Creation - Not Receiving Activation Email
I created multiple new agents within Zoho Desk with no issue. Everyone one of them received the activation email except one. The email is correct and confirmed multiple times. It is not located in the Spam folder. I withdrew the activation and recreated
Templates when adding a ticket
Hello, When adding a ticket and crafting a description is it possible to have the templates available? I would like to do it all at once vs creating the ticket then navigating to the ticket to send the initial contact. Thank you,
Reports - Billable Hours
Hello, I have been playing around with some of the reports features but haven't yet been able to generate a report outlining Tickets which have been closed, that have billable time entries - defined against customer accounts - I can run a report showing
Remove "Additional Information" options from user-created tickets
I'd like to configure customers to be able to create tickets themselves, with and without logging in. However, I don't want them to set things like the priority or due date. Is there a way to remove these options from the help center when customers create
Use 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
Help Center Help!
Hello, I am fairly new to Zoho Desk and want to write articles and publish them on a Help Centre. However, I cannot wrap my head around how to get started. Can someone from Zoho do a one on one with me or are there helpful videos on this topic? Frustrated,
Incorrect merging of two tickets: Delete Mail History
Hello, I merged two different (incorrect) tickets in the Zoho Desk system. How can I remove the communication from the merged ticket?
Forwarding email into Desk - DMARC errors
Hi, Our email domain is hosted through Exchange Online (Office 365). Customers email support@ourdomain.xyz which is delivered to Exchange. Exchange rewrites the TO email header to the email address associated with our Zoho Desk (support@ourdomain.zoho.xyz).
ASAP Chrome Extension not loading
We have ASAP enabled in Zoho Desk. I installed the ASAP Chrome Extension (Windows 10), but when I click the extension button while on our site, it never fully loads. I just get what's shown below.
Why is the Zoho portal not mobile friendly?
I just got started with the portal and im sort of shocked how it looks. I already filled a hint/complaint about this. On the website you see a wonderful site with a modern design. Yet in real life its a mid 2000 look and feel. One major issue i see thats
Unable to access Zoho Help Community on my main browser
Hi, I have been unable to access https://help.zoho.com on my chrome browser for a while now. Initially I thought it was a glitch from Zoho, but when I accessed from incognito mode, I was able to access it. I have cleared cache - cookies, but still access
View and manage your records in Calls, Events, Tasks, Contacts, and Accounts with Table View
Hello everyone, So far, Table View was available for the Tickets module; now, we have included it for the following modules as well: Calls Events Tasks Contacts Accounts Managing customer interactions and activities often requires navigating through multiple
Permission Update Failed
Dear Sir, I have downgraded from the trial paid plan to Free Plan. I am logged in as CEO - Administrator and trying to change the profile permission but getting error - Permission Update Failed. Please see the screenshot. In most of the pages I am getting
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