Ticket creation via forwarding by agent
In the past, one had to type: #original_sender sender@email.com as the first line in the email when forwarding a email to Zoho Desk to have the original sender be added as the ticket contact. Is that no longer a requirement?
The Support Plan feature doesn't decrease the credits for all the tickets coming from our customers
We started using the support plan feature with the "Ticket-based" plan type. Unfortunately, Desk does not decrease the credits from the "support plan" based contracts as stated in the knowledgebase article. I'm trying to understand what's going wrong
Zoho Desk - Very slow (2024/08/19 @ 9:57am EST)
Could it be the new updates slowing the servers? Very slow with intermittent failure to connect all throughout DESK. Any update as to when this will be fixed?
Fireside chat with Zoho Desk and LateShipment
Hello, customers! Zoho Desk's Marketplace contains over 300 extensions for various functions. LateShipment is one of our key marketplace technology partners for helping you manage deliveries effectively. With the Zoho Desk+Lateshipment integration, you
Getting the thread details in "desk.ticket.thread.moreaction" widget
Hi all, I'm trying to build a widget which looks at a specific thread in a ticket. It's triggered by the user clicking the widget in the desk.ticket.thread.moreaction location. It stands to reason that since this is triggered from a specific thread, not
Ability to clone workflow rules, supervise rules, blueprints, email templates, macros
When setting up Desk there is often a need to use similar workflow rules, supervise rules, blueprints, email templates, macros in the same department or in another department. It would make initial deployments and future changes faster if it was possible
How can we disable the option to select a department when submitting a ticket on helpcenter?
We recently created a second department on our system, which caused some of our customers to select this department when submitting their tickets. We don't want our customers to be able to choose a department for ticket-submitting purposes. There is an
Ticket view screen
How do I see All tickets that are not closed??
Can I create a ticket for a customer, but without notifying the customer
Hello, We have a few customers who prefer to call us. For certain reasons, we want to track their requests through tickets on Zoho Desk but do NOT want them to receive emails about the tickets getting created or opened or closed or anything. Is that
Copy Workflows between departments
I have workflows that I want to copy to different departments... is there a way to DUPLICATE or COPY a Workflow from one department to another?
Default ticket template zoho desk
Hi. I've created a ticket template. However, when I want to manually create a new ticket, I need to select the specific ticket template first. How can I set this ticke template as default, so that I don't have to select it each time?
Ability to see historical preview of past ticket for contact/account in the Ticket Properties section
Hello. Would it be possible for us to have a snapshot of the current contact/account's ticket history in the Ticket Properties section when we're doing a ticket? If we could have a small bar that shows how many tickets the contact/account has in what
Error Zohodesk, 1 Ticket contain 3/4/5 Different email
Dear Zoho Team, We have a problem, there is 1 Ticket with/contain 3/4/5 different emails. This problem does not occur in all tickets, but it is very disruptive to our operations I have tried to connect to ZohoDesk Technical Support but none of them provide
Layout rule can't be modelled in the blueprint
Hello there, The following related information must be maintained in a ticket: Checkbox Text field The data must exist in the following conditions: Checkbox = ✅ Text field = empty ------- or ------- Checkbox = 🔲 Text field = filled This logic can be
I want a contact to create a ticket and the ticket should be assigned to all the accounts linked to that contact in desk. Is this possible?
If a contact, who is linked to multiple accounts, creates a new ticket, is there any way that the ticket is assigned to all the accounts to which the contact is linked to?
Deprecation of Google Drive and Google Sheets services in extensions
Starting from August 15, 2024, Google Drive and Google Sheets services will not be accessible as default services in Zoho Desk. Reason for deprecation: Google has found sensitive scopes in the Google Drive and Google Sheets connections, prompting us to
Integrated IM Functionality in Zoho Desk ticket (same way salesIQ is integrated)
Dear Zoho Desk Support Team, We are writing to request an enhancement to the instant messaging (IM) functionality within Zoho Desk. Currently, the IM feature exists as a separate tab, which can disrupt the workflow and hinder efficient ticket management.
Overdue items occasionally show under "No Due Date"
This is a sporadic issue I've been facing, I value the countdown mode to keep on top of my tickets based on the due date. However, every now and then I will find that overdue tickets will shift to the "No Due Date" field instead of "Overdue". As you can
Send & Pending
I know that there is already: Send Send & Close But there is no: Send & Pending Send & On-Hold. I understand that you can create a workflow, but the problem is the status depends on the ticket. For example in some cases, I want to send the reply and close
More Default Send Behaviors for Tickets
Desk Team, After trying to configure my default send behavior. I noticed that only 2 options were available and I am disappointed that I cannot add more. I'd like a send behavior so that when I click send it sets the ticket status to pending so the ticket
Send and Close by default
We always close tickets when replying to customers. However, the "Send and close" is the second option and only available via the send button dropdown. This is a disaster from a design point of view, because the dropdown arrow is close to the cancel button
Public Release: Implement JWT Authentication Mechanism for Help Center
Hello everyone! We are excited to announce that the JWT Authentication Mechanism for the Help Center has been rolled out for public release. This feature was initially made available on a request basis and is now accessible to all. We hope that it will
Send and update status in the Tickets module
Hello everyone, We're excited to introduce the Send and Update Status option in the Tickets module, available alongside Schedule Reply and Send and Close. Overview of existing options Schedule reply: This option enables customer support teams to schedule
Deleting Attachments from Zoho Support Ticket
One of my coworkers asked me if there was a way to delete attachments from a zoho support ticket but couldn't find an obvious solution. Is it even possible? If so perhaps a permissions issue?
Send Email Reply Action in workflows use the agent to created the work flow even if it was triggers by a different agent
Hi team, Would just like to ask for assistance as i recently made a workflow that is triggered on when a ticket is edited. What it is supposed to do is that when Agent A clicks the "Acknowledge ticket" transition, it would trigger this workflow that sends
Optimize your Knowledge Base for enhanced visibility with meta titles
Let's dive into why a meta title is crucial to your article. Imagine a talented content creator named Elena. Elena had been working diligently on a knowledge base article for her company's website. She knew the article needed a captivating meta title
Automating WhatsApp Response with Team Selection in Zoho Desk Blueprint
Hello, I’m setting up an automation using Zoho Desk’s Blueprint to handle incoming WhatsApp messages. My goal is to send an automatic response to users, asking which team they want to speak with (Team X, Team Y, Team Z) and then route the conversation
Moving closed ticket to another department but keeping the close time
How can I move a already closed ticket from one department to another department, while keeping the close time the same? At the moment, when I move a already closed ticket to another department, the ticket will re-open in that department and I need to
Department Selection in Zoho Desk Webforms
Dear Zoho Desk Support Team, We are writing to request an enhancement to the webform builder functionality within Zoho Desk. Currently, when a customer submits a webform, the ticket is automatically created under a predefined department. To improve ticket
Deprecation of Google Drive and Google Sheets in default connections
Starting from August 15, 2024, Google Drive and Google Sheets services will no longer be available as default services in Zoho Desk. Reason for deprecation: Google has identified sensitive scopes within the Google Drive and Google Sheets connections,
Making email templates/ snippets available in the Description field, in template layout
Hello, I would like to request the a new feature for email templates/ snippets to be made available in the Description field, in Ticket layout edit screen, just like it is in the agent email editor. Agent email editor Template layout description Use
Cliq Notifications for the Activities modules - Send message to cliq channel for Agent Unavailability
Dear Zoho Desk Team, We are writing to propose a new feature that leverages the existing integration between Zoho Desk and Zoho Cliq that send Cliq Notifications for the Activities modules. We recently learned about the "Cliq Notifications for Activities"
Pin or Flag Comments/Emails
It would be great if you could pin a comment or email on a ticket. The interface could then have a tab that displays the pinned notes/emails for the case. From this tab you could unpin the note, or share the pin with another Agent. This could be a way
Optimize your Knowledge Base with header tags for enhanced visibility
Let's dive into why header tags are crucial for your articles. Header tags and when to use them Header tags, ranging from H1 to H3 in our knowledge base (KB) module, are often referred to as HTML elements used to designate an article's headings and subheadings.
Spam Tickets
Hi Team, Last week, we discovered hundreds of messages from our customers in the SPAM Tickets Folder! Zoho Desk is classifying these messages as spam without sending them to my agents. I have turned off the Zoho Support SPAM filter, but the issue persists.
Nested Picklist - Search doesn't work
Hello, The search input in nested picklist doesn't work. There an exemple : The nested picklist in the layout : Here, the word 'absence' in the list : And the search : I tried to create a new pick list, i've got the same problem. The search only works
Zoho Desk mobile app: key updates from January - July 2024
Hello Everyone, We are constantly working to make Zoho Desk better and improve its mobile functionalities. Over the last six months, we have introduced some exciting new features and enhancements to the Zoho Desk mobile app. Here’s a summary of these
Effortless communication with individual contacts via WhatsApp messaging
Dear Zoho Desk Users, We have brought the option to send a WhatsApp message to a contact under the list of quick actions for ease of access. Now, agents can click the dropdown arrow next to the plus sign (+) from the top panel or use the keyboard shortcut
My Open Tickets View is Duplicating tickets
Hello, We noticed that our My Open Tickets view in Zoho Desk is adding 2 extra tickets for the same ticket. This is happening with all of my team members. All 3 have the same ticket number and if I go into the Agent Queue and look at mine or anyone else's
Defaulting to Search in All Departments
The standard search for Desk defaults to a specific Department. You can broaden the results by switching to Search in All Departments, but this change doesn't persist. Is there a way to set 'All Departments' as the default search scope?
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