"Copy Field Values from one Module to another" how to use?
Hi everyone! I'm sorry if this question was already asked, I didn't find it! So let me explain: In my Tickets module, we have the custome field "customer type" where we indicate if it's a lead, user, etc... In the Contact module I used the "type" field with exactely the same entries. I would like when in the tickets module an operator choose an option that it automatically update it in the contact module. I found the "Copy Field Values from one Module to another" custom function which seems perfect
How can the direct link to a ticket be created from ticket #?
Our agents will be using ZDesk but we will have to create direct link to tickets in another ERP by providing the Desk Ticket # Is there a way to create the direkt links from the ticket # alone? Do we have to use the API to get the direct links?
Opening & working multiple tickets
We work in multiple tickets at the same time. Currently to do this, we have to open multiple instances of Desk. Is there a way to do this by just opening multiple ticket tabs within 1 instance of Desk?
Merge tickets
Hello, I am attempting to merge two tickets; however, the option to merge does not appear to be available. Could you kindly confirm if this feature has been relocated or removed? Additionally, could you please provide guidance on the correct process to
Enhancements to Zoho Corp Help Center "Team Requests" View
Dear Zoho Team, I hope this message finds you well. The ability to view both my tickets and my team’s tickets in the Zoho Corp Help Center is a fantastic feature, especially as the focal point for Zoho in our organization. However, we’ve encountered a
Iteration through a list - Coming up against a "Failure to update function" error
Hi there! I've been attempting to get a deluge script working and am running into an error that I have been unable to resolve. The error I am getting is Failed to update function Error at line :18. Improper Statement. Error might be due to missing ';'
UI Arabic
can i change the member portal UI to arabic in zoho community?
Zoho Rating
When I close a ticket, the zoho system automatically sends an email to the customer for them to leave a rating. When they leave a rating, the ticket re-opens and I have to close it again. When I close it again, the zoho system sends the customer an email
Zoho GC Flow is not showing in IM Channels
I have added my social IM channels in zoho desk. Created a GC Flow to automate conversations. But Guided conversations are not showing in any platforms I have chosen; WhatsApp Instagram Messenger Web (Business Messaging) In the flow I mentioned these
Contacts marked as Spam are shown as Contacts in tickets.
Hi Zoho, If a ticket is marked manually as Spam you get an option to set the contact as Spam as well. It would be great if there was another option to delete this Contact. This would be based on the understanding that it wouldn't be marked automatically
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,
Schedule a regular backup
In CRM I have a regular backup setup. I cannot find an option to backup Desk? I would like to take a backup before I test syncing products between CMR and Desk.
Limit who can submit a support ticket to your site?
Does anyone have a use case for needing to limit who can submit tickets via your help portal? Some of our customers want to have end-users view our knowledge base articles and see tickets their IT groups have submitted but they do not want end-users to
Allow us to disable the Reopen Ticket button after a ticket is closed
Disabling the Reopen Ticket will allow us to have more control over the ticket's flow. According to support, this is currently not possible. Please add this to let us, the customers, mold the ticketing system into something that we can use for our business
How to Enforce Mandatory Fields (Category/Sub-category) Before Closing a Ticket?
Hi, I'm currently using Zoho Desk and encountering an issue where agents are able to close tickets without filling out mandatory fields, specifically Category and Sub-category. I’ve already set them both as a mandatory field, but it can still be bypassed
Admin Control for Default Email Templates in Zoho Desk
Hi Zoho Desk Team, We would like to request a feature enhancement related to default email templates. Currently, agents can select and set their own default email templates when replying to tickets. However, we believe this setting should be managed centrally
Multibrand Help Center - Share knowledge base catgories between multiple departments
Hello, I would like to know if it is possible to share categories between multiple departments when the multi brand feature is enabled. So that then one portal exists per department, but certain categories are visible in multiple portals. After all, we
Assigning Tasks and Requests to Groups... how do I?
Guys, I've spent many hours exploring Zoho Support and we are generally satisfied with the system. I'm trying to understand how a system that has so much to offer can be missing GROUP assignment and queue functionality. I am hoping that there is a way
Make a ticket visible in the Community
Hi there, It is possible to have a conversation with a customer via a ticket and eventually the proposed solution isn't possible yet. Therefore you want to add it as an idea in the Community, available and open to everyone that is in the community, so
Update Department on Ticket (with applied Blueprint)
Hello, Is it possible to update the Department of a ticket which is dictated by a blueprint, e.g. I would like to change departments at different states in the Blueprint. I do not see this is an option in workflow rules or blueprint transition actions,
Customising the approval email
Is there anyway to customise the Approval email or to add further fields as the default looks so basic and unlike any of the other email notifications from Desk. My users just thought it was spam.
Merging contacts does fail because of help center membership
I'm trying to merge two contact records (they are the same contact) where one of them is a member on the help center. The system warns me about this situation and then I de-activate this contact as an "End User" for the help center. Right now the system
Remove the [## XXXX ###] from subject replies
For our organisation we would like to have the [## XXXX ###] removed from subject replies. Cheers, Jurgen 365VitaalWerken
Zoho notes list issue
Hi team, Suddenly my extension is not working and I could not find the extension in my marketplace list anymore. Extension version deprecated This version of the extension is no longer in use. Please update the extension and try again.
Assignment Rule: Immediate Ticket Assignment to Agents Upon Shift Start
Dear Zoho Desk Team, I hope this message finds you well. Currently, when the option to assign tickets to offline agents is turned off, agents who come online during their shift have to wait for about 30 minutes before any tickets from the queue are assigned
Change email template depending on answer from form
Is it possible to set up the following in Zoho Desk: When a user submits a ticket via the Zoho Help Center's form, they can select an answer from a dropdown field. In this example, the dropdown options are 'Option A' and 'Option B.' If a user selects
Issue with Date Placeholder Formatting in Ticket ID Customization
Hello Support Team, I'm experiencing an issue with the date placeholder formatting in Zoho Desk's Ticket ID customization. Specifically, when using the `{{DD}}` placeholder for the day in the prefix or suffix, the output displays the day as a single digit
HOW TO: Searching a thread (email body/text) with a custom function, allowing filtering and specific actions
We are still trialing out Zoho at this time, but have found a major expected feature to be missing - the ability to search within the text of an email for automation/workflows. NOTE: You need to create a connection for zohodesk under settings -> Developer
Partnership Proposal for Supporting Number Porting Services in Singapore
Dear Zoho Representative’s, I hope this message finds you well. My name is Honelito Gilos, and I represent Borderless Hub Pte Ltd (Singapore). We are a Telco here in Singapore specialising in providing seamless number porting services, and I’m reaching
Zoho Desk Mobile App Year-End Roundup - 2024
Hello Everyone, Greetings! As you gear up for the festive season, we are excited to share a quick journey into all that is released in 2024! Availability of each feature in iOS and Android released in 2024 are as follows: For more information on the above
Ring in the New Year with Guided Conversations for Smooth Offline Support
As we step into the new year, it’s time to refocus, re-energize, and gear up for fresh opportunities. But what about your customers as they begin the year with their own set of challenges or queries to resolve? With Zoho Desk’s Guided Conversations (GC),
How to apply blueprint on tickets that created from IM module
Hello, I have an issue applying blueprint on tickets that created from WhatsApp conversation, the tickets matches with the blueprint criteria but still we are not able to put these tickets into the blueprint. I've tried with deferent type of tickets and
Integrating Zoho Desk Instances from two separate organizations
Is it possible to integrate Zoho Desk with an instance from another organization? For example, creating a ticket in one organization can cause the creation of a ticket in the second organization? Or certain tickets from one organization be viewable by
Response Violation - Zoho Desk
Hi Team, I just need an information regarding the zoho desk - Response Violation and how can we avoid the tickets from getting the tickets response violated.
How do i send an automated email 10 days after closing a ticket
I am trying to set up an automated email to the customer a set period after the ticket is closed. I have created the email template, but i cannot work out how to set the trigger to send this out. Can someone point me in the right direction please? If
Selecting ZOHO Help Desk Plan for Startup
Hello everyone, We at unisouk are setting up a Product support team for our platform. and probably we will be team of 3-5 people. Which plan would cater my needs to address customer technical queries and maintain the inflow of various channel queries
Possibilité de créer des boutons de raccourci dans les tickets Zoho Desk
Bonjour, J'ai développé plusieurs automatisations avec Zoho Deluge pour optimiser la gestion des tickets. Je souhaiterais savoir s’il est possible de créer des boutons de raccourci directement accessibles dans l’interface des tickets afin de déclencher
Update to the Merge Tickets Functionality
This is to inform you about a significant update to the Merge Tickets functionality in Zoho Desk. Until now, while merging tickets, a user could set one ticket as the master ticket and choose the final value for any field from any of the secondary tickets too. As a result of this provision, many a time, crucial details related to the master ticket faced the risk of being excluded in the final, merged ticket. To overcome this challenge, we have decided to make the value of some critical fields unchangeable,
Unable to access Zoho Desk at all - has an extreme slow load and then just remains blank
This is all I see:
Demande : Épingler automatiquement un commentaire via Deluge
Bonjour, Je suis utilisateur de Zoho Desk et j'ai développé une fonction avec Zoho Deluge permettant d'ajouter automatiquement un type de commentaire à chaque création de ticket. Cependant, j'aimerais pouvoir épingler ces commentaires directement depuis
Next Page
