Move ticket department but stay in the ticket
Hi all, We move tickets around quite a lot between departments. When we move a ticket, it moves as it should, but we then have to click back into the ticket to carry on working on it. Is there a way to move the ticket to another dept yet stay in it? Many
Zoho Desk now integrates with Slack
Do you use Slack to power internal communication and collaboration within your organization? If you do, we've got some good news for you. Zoho Desk now integrates with Slack, so your agents can get the best of both tools without compromising on either. The Zoho Desk app for Slack gives agents quick access to ticket information from right within Slack, saving your team time and effort. The integration also lets you configure real-time updates to your agents via Slack. The notifications can
Issue with zDesk Ticket Searching
Hi zDesk Team, I would like to request for your assistance on this annoying issue with desk. This has been going on since last week, I do have open tickets on my dashboard but some of them can't be search even keyword assoc to the ticket. Here's a sample
How can i move multiple tickets to different department ?
I have 10 Departments ( Regions ) in Zoho Support . i want to mote multiple tickets at once to another department.how can i achieve it?
Zoho Desk and jira integration issue
Hi Zoho support, May we ask for your assistance as we are encountering issue when we create JIRA issue via zoho desk please see screenshot below for reference error: "support.integ.jira.file.a.issue.problem"
Notifications not loading
Hi, i am having a issue with the notifications seems like do not load correctly. I deleted cache, cookies, i tried with another browser, from different devices but I have the same issue.
Print Layout to pdf
Hi all, A helpful idea: is there a way to create a layout for the techs to complete and be able to print it in PDF for the end user to sign? We can then scan the form and attach it to the ticket. This would be helpful when we do deskside or onsite support.
Why are attachments not working/ downloading/ showing?
I'm trying to do work, and Zoho Desk is preventing me from doing this. Ticket, person A attached an image, im trying to view the image.... then this! Why even allow people to attach things if attachments dont work 99.999% of the time.
Auto Apply template function
Hi, I want to automatically apply an email template when creating a reply to a ticket. I know this can be done in custom functions but Im having some trouble with deluge. Is there any assistance you can provide
Round Robin Load Based Order
HI, when I set up a load based order assignment rule is a way to set what agents in a team receive the tickets first, thanks.
How to Change the Layout of an existing Contact?
After creating a contact in Desk, you need to change the layout because the incorrect layout was selected during creation. Even though the field is Read/Write by an appropriate profile, the layout field is not able to be changed. Is this not possible?
M365 Blocking emails from Zohodesk as Phishing
How to attach existing invoice to a Zoho Desk ticket
I have invoices already in Zoho Books but most recently I've setup Zoho Desk and imported all the previous tickets. How can I attach an existing invoice to it?
Featurecast Story 20 - Transform conversations into tickets
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 20 - Transform conversations into tickets Easy ticketing from within the IM module Conversations to tickets There are two types of ticket conversions available in instant messaging • Manual
Display tag names in status mode views and inside tickets
A similar feature already exists in Zoho CRM and that makes specific module entries easier to identify visually. Please consider implementing something similar in Desk tickets. I got two suggestions but both are related to tags in tickets. 1. Make tag names visible in tickets. At the moment only the number of tags is displayed without the actual names. 2. Make tag names visible in ticket preview information in status modes. At the moment nothing related to tags is displayed. I know you can create
Attention: Hold on '2-Year Data in Analytics - Reports' Early Access | Zoho Desk
Dear Community, We recently initiated early access (in phases) for a closed group to the "2-Year Data in Analytics - Reports" feature. This expands your ability to generate reports spanning a two-year period, addressing a longstanding limitation in Zoho
Exporting the email templates
Hi there, We would like to keep a safe copy of our email templates but cannot find a way to export them or at least request a backup. Is this feature available? If so, how? Thanks!
Change Layout in Bulk
Hello, I would like to know how I can change the layout of numerous tickets. I cannot change the layout via bulk update... We need to change about 500 tickets, how can we do that? Regards, Sven
Is it possible to remove the Download as PDF option for users when viewing an article?
Is it possible to remove Download as a PDF as an option for users when they read the article? Our problem with this options is that when users download the PDF, the PDF does not have a date on it. So the PDF will become outdated when we update the article,
Icons used in Zoho Desk
Is there a place where I can get more of the same icons for other modules as I would like them all to match the same style
Changing default Ticket Status
I want to add a default status of New to all of my ticket layouts for a department so that things can be triaged before moving to Open. How can I change the default from Open to New
Team as a Ticket Owner
Is there a way to include a Team name as a ticket owner? Thanks Rudy
Setting Up Email Parser in Zoho Desk to Automate Ticket Assignment Based on Ticket# or PO#
I need assistance with setting up an email parser in Zoho Desk. My goal is to automatically assign incoming emails to existing tickets by searching for either the ticket number (Ticket#) or purchase order number (PO#) in the email subject or body. If
Zoho support - escalation not working
Hi, I am using zoho support portal for our company ticket tracking and maintenance : 1. Intermediate replies considered as new ticket. 2. Escalation not happening - previously it worked. 3. Moderator doesnt recieve an intimation of new ticket in his email.
Possible to Manually Activate a Customer?
I have a customer who is getting the ticket notification emails but not the activation emails. This means that the tickets exist, but she can't log into the system to look at them because her account hasn't been activated. Is there a way I can manually
How many characters in all Knowledge Base articles combined
Is there any way to get a total of the characters of all articles in our knowledge base? We are looking at using the KB to train AI, and it is necessary to know how many total characters there is in our knowledge base currently.
Add a new metric to the Analytics dashboard ->Tickets Transferred to the relevant department
Dear Zoho Desk Support Team, I'm writing to request a feature enhancement that would significantly improve our ability to analyze workload within the Desk departments. After talking with Zoho support I understand that this is not an option as for now
Custom Field Unique Value
It would be great to be able to prevent duplicate values for fields like "single line," "integer," "email," and "phone." Either not allow a new entry or flag the entry as its entered. Thanks Rudy
Desk API: Using Zoho CRM Account ID to filter Desk Account request
Is it possible to utilize the "zohoCRMAccount" field to filter the list accounts request ? We have the sync between Zoho CRM and Desk enabled and we've been trying to use both the Desk and CRM APIs together for one of our projects but we haven't been
Hiding Custome Modules
Morning, Is it possible to hide a customer module but still be able to add a record via a lookup in a layout? I tried it, but it tells me I don't have access. Is it that I am doing something wrong? Thanks Rudy
Viewing tickets by incoming support email address
OK so I'd like to view tickets by the incoming support email address so that I can decipher between company has emailed me. I have a set of 3 different support emails so company1 company2 etc etc. I'd like to create a view so that all the ones which have
Secure hidden fields and automatic emailing based to different departments based of info selected- layouts
Good morning, everyone I have a silly question I'm trying to find a answer for and not sure how to word it in Zoho speak. i have created a few layouts for making tickets within the Customer facing portal and it's been wonderful. i am looking to create
"For Agent-forwarded emails, use original sender as Contact" function
Hello. I wanted to use the "For Agent-forwarded emails, use original sender as Contact" function, unfortunately it does not work.Tell me, what can I do wrong? I'm attaching screenshots.
Desk REST API - tickets attachments SCOPE_MISMATCH error
Hi there, We are trying to add file attachment to Zoho Desk Tickets using /attachments REST API. We have created a token with scope Desk.tickets.ALL Was stated in your API documentation. When using this token, we are still getting { "errorCode": "SCOPE_MISMATCH",
Blocker due to connector and access token is not available in external backend service
Hi Team, We're developing an extension in the zoho desk. For authorization we're using Zoho oauth via connections. From frontend we're hitting the zoho desk rest api using request methods with connections. Docs link: https://www.zoho.com/desk/extensions/guide/request-method.html
"For Agent-forwarded emails, use original sender as Contact" function
Hello. I wanted to use the "For Agent-forwarded emails, use original sender as Contact" function, unfortunately it does not work.Tell me, what can I do wrong? I'm attaching screenshots.
How do I create a new ticket in extensions?
I'm a complete beginner trying to create a simple extension that creates a new ticket on load. Just as a test for something else I am working on. I've read the documentation guide https://www.zoho.com/desk/extensions/guide/introduction.html This guide
Zoho Desk
Do we have to pay for each agent managing tickets.
Edit the Reply template
I have been looking all over and trying to figure out how to edit the reply temple to the customer. I ask because we need to edit the Subject line to match the email they receive after their initial contact. -- ie the Subject will say [XM #100] Your ticket
Federated logins only picks up first name
We are using the Sign in with Google federated login but when users create an account this way it only picks up the first name and puts it in the last name field in Desk. Can you please set it so that it picks up the full name from the federated login
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