Change the predefined email adress for answering tickets in Zoho Desk
How can we change the predefined email adress for answering tickets in Zoho Desk? How can we asign different email adresses to diferent groups of Agents? Is it possible to autoselect the predefined email adress depending on a particular field of the
Community Forum
How can I create an announcement ?
Persistent "Always Offline" Issue with Zoho Desk
Our team has been experiencing persistent "Always Offline" status, which is severely impacting our ability to serve our customers effectively. We need your assistance in resolving this problem. Could you please: Investigate the root cause of this "Always
Overloaded Notification Center?
I'm the administrator of Zoho Desk, so all the rules involving connections, scripts and activities are on me. For example, adding a comment in a workflow results in it being under my name in that ticket. Is that why I keep getting notifications on tickets
Zoho Desk - Is it possible to build an approval workflow that keeps track of changes?
Hello, I have a requirement that I need to work on that is an approval workflow. Basically it's for negotiations and an agreed upon prices goes for approval. If rejected, the price would need to change but we'd also like to see the old prices/iterations.
Apparent bug
Good day. On a custom module, the value does not update the first photo; is the value it shows while editing in the edit layout. The second view is from the same layout but in view mode. Field Value from the Edit Screen Field value after saved
Browser information through ticket submission
Morning all, I'm part of a businesss looking at potentially using Zoho, and before we further consider making the switch, I'd like to know if it's possible for us to know what browser that a client is using when they are submitting a ticket. This is incredibly
NEW RESPONSE CLOSED TICKETS NOTIFICATIONS PROBLEM!!!!
Dear All, We have a big problem with Zohodesk. As you know, when a ticket is closed, the customers can continue to reply to the same ticket via the same email chain. To be able to be aware of this situation, we have a Workflow rule to notify our agents
Forwarding tickets on behalf of a customer (no ticket creation!)
Hello, I am aware of the possibility to create a ticket in the name of another person (a customer). I wonder how I can manage the following situation. There is a customer ticket and I receive an email in my mailbox (not connected to Desk) and I want to
Create tickets on behalf of the sender while forwarding emails
So I was chatting with Rahul today, thanks for your help. (You guys need to update your support page where it says manually entered tickets are set to unassigned. They are not, they are set to the logged in user but please make that an option to default always to unassigned.) Anyway, our sales and customer service team forward a lot of emails to our support department. Now that we are using Desk we want to just forward customer support requests there. However, we found that even if the support person
Direct Assignment rules problem
Hi, I transferred one of our address to zoho desk so it create a ticket. (this part works) Once arrived, I want the ticket to be assigned to one of our teams. So I created a direct assignment rules. Does not work. Where I did wrong? (see screenshoot)
Forward email from Outlook 365 to Zoho Desk
Hi everybody, I have a problem with the forward of email to Zoho Desk. When I receive a mail from a customer, I try to manually forward the email from desktop Outlook 365 to Zoho Desk to open a new ticket. I have this configuration active in Zoho Desk
Extracting Zoho Desk ticket attachments
Hi, What URLs should we use to extract/copy and load actual ticket attachments from Zoho Desk? We're able to query ticket details and attachment details from the Zoho Desk, and our next step would be to copy the attachments themselves. Thanks for advising
Fetch only opened tickets
I am trying creating a custom function to only fetch records with statusType = Open. orgId = "xxxx"; query = Map(); query.put("statusType","Open"); resp = zoho.desk.searchRecords(orgId,"Tickets",1,200,query); info resp; But I am getting this error: {"errorCode":"UNPROCESSABLE_ENTITY","message":"Extra
Associating contact to account in a closed ticket
Hi All, We do not have ZIA available to us in Australia so when a ticket is received from a new contact I have to go into the contact establish what company they are from and associate to that account. There appears to have been a development pushed through
Search Operators
Can we add search operators to the desk search? Or the ability to refine a search with advanced filters?
Zoho Desk API : Update an articles returns Unsupported Media Type error
Hi, Our domain name recently changed and unfortunately we cannot create a 301 redirect to our new domain. This results in us having to update our domain name references in our ~500 Zoho Desk articles and ticket answers. Since doing a bulk search and
Agent Notification: Response from Contacts in the CC
Hey, I have a use case for the notification being sent to Agent when multiple contacts in the ticket respond. Agent always gets email say Contact Person{Case.ContactName} who raised that ticket have responded to the ticket even if the second or third
Understanding Guided coniversation in Zoho desk.
Hello Zoho developers, Understanding Guided coniversation in Zoho desk. Guided Conversations, also known as GC in Zoho Desk is a way to implement your self-service strategy. It is a GUI (Graphical User Interface) based, low-code, self-service platform
Automatically assign the ticket creating user as contact of a ticket
Hi, as my topic suggests, is there a way to assign the user creating a ticket as contact of that ticket without me bing forced to look up my own contact "manually". This is for the cases where our own team members from other departments would create tickets
Any drawbacks from removing ID from Ticket Subject in emails?
Zoho's automatically adding [## XXXX ###] of course, but apparently it's possible to disable this function altogether by writing to support. But, are there any drawbacks to that? It's certainly more pleasant to look at from customer view, and sometimes
Is it possible to add a custom channel?
As a group of schools, we have a number of people who walk up to our helpdesk. Is it possible to add an "In Person" channel to the Channels list for the source of tickets?
Email notifications does not state the correct sender if cc'd recipient has replied
When I get email notifications from Desk when a customer has replied to a ticket, it always states the main customer has replied even if someone that was cc'd in actually replied. I will show an example here:- The below screenshot shows two notifications
Individual Agent Signatures for automated Mails
Hi there, is it possible to add individual agent signatures to automated responses? For example, if Agent A closes a ticket, the customer will receive our automated "Ticket has been closed" reply. Can we add signatures depending on which agent closes
Support placeholders in links
It would be really useful if we could use placeholder fields in links when creating a snippet. As an example we generate workdrive folders for each ticket and attach the url as a custom field. These urls a quite long so it's nice to include them as hyperlinks
Add a button to help center
Hey folks, I wondered if I could add a submit a request button on my help center on the header toolbar. If possible how can I do so. thanks in advance
How to create a validation rules in Zoho Desk.
Hello Team, In Zoho Desk, a validation rule needs to be created.depending on departments and department heads, therefore kindly provide a way to accomplish this. Thanks & Regards, Thisai Moorthy.
Setting the email subject when replying to a ticket?
When we go to Tickets, click on one, and click on Reply... how do we customize the email subject line? We have our Shopify support forms routing to Zoho Desk, and it is less than ideal for customers to get emails titled things like "Re:[## 112 ##] New
Paste a photo as attachment
In our process we take photos and snaps of everything we do as the job is completed. It would be a time saver, we could paste a snap in the attachment module. Currently, we have to save the snip, upload it, then go back and delete the file. Thanks R
Time Entry Layout
Is there a way to create a Lookup Field in the Time Entry layout, We would like to be able to assign a product each time we enter a time, or have the ability to do an import for the "ticket Time Charge" field. We classify time-based on the type of work
Get custom fields - Creating FSM Work Order from Ticket in Desk
I have created a custom function to create a Work Order in FSM from a Ticket in Desk. I would like to have some other specific information to come across from the Ticket and populate in the work order. Ticket ID (from Desk) to replace the Work Order Name
Add team tag in a ticket
Hello, I'm trying to insert the agent's team into a tag, I managed to get the ticket service agent's name, and put the tag with his name, but I don't know what value for the team field. can anybody help me? Thanks
Problem with dashboard URL
Hello Folks! I've already submitted a ticket but also wanted to post on community as this is an urgent matter. I recently changed help desk providers to zendesk but now I want to change back to zoho desk. Whenever I go to my dashboard URL (for zoho desk)
Announcement: Canada Zoho User Group Meetups - Elevate Your Customer Experience
Hello, Folks! We are thrilled to announce the Canada Zoho User Group (ZUG) In-person Meetups! Join Zoho experts and your peers in your city for a day of networking, learning, and knowledge sharing. We are coming to your cities in just a fortnight. Our
Serial Numbers In Zoho Desk
We have a few products but each product shipped has a serial number that is unique to the customer that we use to see when that product was built, the specs for that product and how the product was built. We do not want to create a product for each serial
Lookup field Limits
Are there any plans for more than five lookups in a layout? Due to the limitation, we have duplicate entries. Any way of requesting more than 5 looks on a layout? We are currently on the enterprise plan and only have five lookups. Is there any way to
Remove Username and Password from Help Center Sign in Page when using Federated Logins
Hello, We have enabled Google Federated Login on our help centre but the button is very small and inconspicuous and users think their logins don't work. Everyone in our organisation and supported organisations use Google sign ins. Can we remove the username and password fields and make the Google sign in button much more promenant? Kind regards David
Link tickets to more than just a contact....
We are currently using CRM for our property management business and are in the process of setting up Zoho Desk. The basic integration has been completed and we have modified the ticket layout in Desk. In CRM we have two custom modules called "Properties"
Time-Based Action stopped running
We've had a simple Time-Based Action set up and working for some time now, but in the last 24 hours it has stopped being triggered despite tickets meeting the criteria. As far as I know, we have no control over when time-based events are triggered, but
Constant Issues
Is anyone else having issues? I am constantly getting these errors randomly. I must close the browser, wait a few minutes, and start over. I already had a chat with support and was told the issue was that the activity module was off, now its on and still
Next Page
