ZOHO Desk : How to fetch the date and time of ticket status changed from Status A to B.
There is a requirement where we are writing a custom function to send an email notification to the client if no activity happened on the ticket since the 7th day or the 10th day after the status changed from A to B. For the same, I am writing a function
I cannot clear contacts registered through the portal
I use the ticket system for my customers who have a maintenance support agreement. Some contacts in my customers register through the portal. When the maintenance agreement with the customer ends, I want to delete all records belonging to that customer.
Is there a way to color code desk tickets? Or distinguish the type?
We get two kind of desk tickets but there's no way of telling which one they are unless you just read and know. I was wondering if there's any way to color code them?
Enhancing Self-Help Opportunities: Positioning 'Related Articles' Below the Subject Field in the 'Submit New Ticket' Page
Hello, I can't seem to find any resources on how to customize the "Submit New Ticket" page in the helpcenter. Basically i just want to move the "Related Articles" display from the right to below the Subject field, please see example Screenshot from our
Changing the colour of the "View Ticket" link in email templates
How can I change the colour associated with the placeholder ${Cases.SUPPORT_PORTAL_BUTTON} ? It's currently green and I need to change it to fit in with the branding of the rest of the desk
Ticket description field
Hi, I wanna know can we remove the editing option from ticket description field? I want to use simple plain text instead of editing options on the top to bold, color change, italic etc Thanks
Pin comment to top of ticket
Hello! I tend to leave comments on tickets I have open in Zoho Desk, but a lot of the times, I find myself having to comment down a "to do list" , which after emailing back and forth with users, I have to keep copying the comment to the top of the ticket.
Mass download attachments across tickets
I need to mass download an attachment from tickets going back over a year in one of my organization's De3sk modules. All of these attachments should be named PublicInformationRequestForm.pdf. Is there a way to do this without manually opening and downloading
Sort by Ticket ID
An agent swore that previously they were able to sort tickets in their table view by Ticket ID and that this functionality is no longer avaiable. I never experienced the functionality and was wondering if anyone has been able to sort by ticket ID? Tips
Snippet - Ticket Field Variable
Does anyone know if Snippet supports ticket field variables or not? Example: Order # {{ticket.replacement_order}}. Tracking Number: {{ticket.replacement_tracking}}
Hello i need To Extract Only ticket Body text. how can i acheive this
Hello Guyz! i am facing a issue on Zoho Desk in Ticket i want to integrate Zoho Task and Want the Ticket as Zoho Task Description. Any Guidence Please!
Wrong website configuration | x-frame options or a content security policy
Sometimes there is an error that is visible in the screenshot. I have translated the content of this error. The problem has been persisting in the Firefox browser for a while and is due to a misconfiguration in Zoho Desk. This error is also occurring
Finding and cleaning contacts that never open a ticket
I was automatically adding the records in CC to the contact list in my tickets. However, when I wanted to find the relevant contacts and send them an e-mail, I saw that there were many unnecessary records in my contact list. For this, I want to list the
Custom field formating
When I create a custom field, whether I select Currency or decimal as a field type I have two issues; 1- the system will place the entered value to the left of the field 2- if the entered value is "2.00" it will change it to "2" not "2.00", also if the
Add contact to Help Center
Good day, Can the contacts be added to the Help Center so users can search for a contact when they log in? Thanks Rudy
Updates to Accessibility Controls in Our Help Desk!
Hello everyone! Accessibility controls in Zoho Desk are essential tools designed to ensure that agents of all abilities can effectively engage with our platform. These controls play a crucial role in removing barriers and providing a seamless experience
Enable Merging Tickets from Different Departments in "All Departments" View
Dear Zoho Support Team, I'm writing to propose a new feature for Zoho desk: the ability to merge tickets from different departments within the "All Departments" view. Current Limitation: Currently, Zoho desk restricts merging tickets from within the "All
Knowledge Base UI
Hi, How can i log into the Knowledge Base in Desk using the same user interface the customers see instead of the user interface agents see. We would like to use the knowledge base in Desk for more areas of our business, but the default view for agents isn't as intuitive as the customer view. How can our agents use the same view as the customers or can we use CSS to change the existing agent view? I can only see an option to customize the customer view, not the agent view. Customer View (this is
Zoho Desk Hours/Time Entry
Good afternoon, I'm attempting to pull data from Zoho Desk into Zoho People for reporting/payroll use. With this I was trying to create a flow which works great up until the point of actually grabbing the hours from Zoho Desk, and adding those to Zoho
Keep CC's on Forwarded emails
Hi We have a common case where an agent receive an email from a customer into their private address. Then this agent forward the email to the DESK account and this raised a ticket associated to the customer account. But if the first email from the customer
Request to Change Ticket Display Layout
Hello Zoho Support, I hope this message finds you well. I am writing to request a change in the display layout of our ticket information within Zoho. Currently, the ticket information is displayed on the left side of the screen. However, for better visibility
Hello, I'm writing to ask if there is anything
Hello, I'm writing to ask if there is a way that we can add a "pin" option to comments so that a "pinned" comment would show at the top of the
Spell-Check as you type
Hello, It would be really helpful if the spell check was on by default and performing spell check as you type. If you click the spell check button then it does continue to check spelling as you type so it would be great if that just kicked in as soon
Zoho Desk Search API
Hello, I came across some issues on accessing the Zoho desk search API. I have my scope of Desk.tickets.ALL,Desk.search.READ, I get an error on query though i already generated an access token and used it in my Authorization Bearer. { "errorCode": "SCOPE_MISMATCH",
Improved customer invoicing in Zoho Desk
It would be great if the invoicing features were improved in Desk so multiple invoices could be generated at once. A support business using Zoho Desk would likely have many accounts. But generating invoices for multiple accounts doesn't seem to be an
Contacts not displayed alphabetically
Hi, so when I look at my customer list and I go to a specific letter, e.g. A, I get all the contacts who's first name starts with A. This is what I want. However, when I click the display all, they are shown in alphabetical order, but based on the last
Can a customer create a critical ticket by emailing?
Is there anyway a user can send an email to create a new ticket and force the priority to Critical? I did add a priority on my helpdesk called Critical. The only way i see to do this is by filling out the form but i am trying to avoid doing this for
Filter time logs by date in Zoho Desk
It would be great if there was an option to filter time logs by date in Zoho desk, so you could bill for a specific period or analyse you work completed.
How can I use the ASAP chrome extension for multiple sites?
I have an APP that uses subdomains to create customer accounts. For example one client subscribes to our platform. He creates an account hosted on companyname.myapp.com Then another client subscribes to our platform. His account is othercompanyname.myapp.com
Push conversation to operator in guided conversations
I really would like to push the conversation to an operator from a specific deppartment in guided conversations, just like Zobot in sales iq. It would help a lot. For me it does not make sense to use sales iq for messenger, instagram and others, because
Add attachment to custom modules
It would be great to be able to add attachments to a custom module. Thanks Rudy
Hiding Agent Sign-In on Customer Portal
Does Zoho Desk plan to introduce a feature to disable the Agent Sign-In Functionality on the Customer Portal? I don't really want my customers to know what platforms I am using. It looks unprofessional to me Also its called the customer portal for a reason,
Featurecast Story 19 - WhatsApp Sandbox
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 19 - WhatsApp Sandbox Maximize the benefits of business messaging without paying for it What is a sandbox environment? A sandbox environment is a virtual playground that allows you to freely
Rule Assignment
Hello Team, Hope this finds you well. I am a technician, and the company is in the midst of implementing a new ticketing system, incomes Zoho. As part of the task, the dept would like to consolidate the pre-existing shared mailboxes (smb) in one smb with
Custom Module Value Lookup update
Good day, I have created several custom modules, and considering the limitations, my implementation is working OK. I do have one issue. If I have a lookup between modules, when I change a value on a custom module field, the change does not reflect don't
Spell Check Icon Disappeared yesterday for Agent Comments
We always use "Public Comment" when communicating on tickets with our customers. For years we had the "Spell Check" icon when typing a comment. Yesterday, this icon disappeared for comments and is only avaialable when drafting a response via "Reply."
Copy a conversation reply
We use conversations to communicate including letting the users know the resolution. Then we have to either copy and paste or retype the resolution in the resolution tap. It would be greater if there was an option in the copy of a particular conversation
Hash removed from copying ticket ID
Hi, Some of our team have reported that the # is no longer included when copying a ticket ID, is this something that has recently changed? Is there a setting that controls this?
Zoho Desk feature for a customer so they can view all tickets entered across their company
How do I accomplish the following? Let's say for example that for the ACME company, they have three people on the team entering tickets. Let's say we have bill@acme.com, hillary@acme.com, and jane@acme.com. If Jane enters a ticket, is there a way so that Bill and Hillary can also see details of Jane's ticket? Thanks Glenn Goodrich
Unable to switch primary domain
I have mapped a domain to zoho desk but I am unable to make it the primary domain.
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