Different icons for Availability status
Hello. This is more of small little fun idea. Currently there is only a green circle for an availability status. I was wondering if it would be possible to be able to change this icon for some other emoji, just to spice this up a bit? I can see that Google
Different profile of a user per department
Hi Zoho Desk Team! Is it possible to have a user, for example. He is assigned to two departments, is it possible to set his profile in department 1 as AGENT, while in department 2 he is a SUPPORT ADMINISTRATOR?
Desk different languages
Hi, We have set up Desk for our customers in our native language but 1 customer asked us to enable English translations in our tickets and self-service forms. How can we do that the best way? I could not find any easy translation in Desk, my idea was
Zoho Desk - Email Security / Encryption
Our department of technology is concerned that Zoho Desk email messages (sent from Zoho to our Google Gmail corporate install) are not encrypted in transit. I've searched (and searched) the Zoho community, website and knowledge base and while I see an article or two on encryption at rest, and Zoho eMail encryption - I'm unable to find anything - definitively stating that email messages sent from Zoho Desk to recipients (received in their 3rd party email accounts - i.e., Google Gmail) are encrypted
Re-assign a ticket to the last responding agent automatically
Hi Zoho Team, How can I re-assign a ticket to the last responding agent automatically? Thank you, Regards, Alvin
[TYIA] Zoho Desk using Deluge
Hope all is well. I would like to learn systematically to develop Zoho Desk using Deluge, is there any training/websites that would be helpful? Any trivial information would be helpful and appreciated. Thank you in advance.
Feature request. Help center - add articles to sub-section when it has sub-sections
I have a suggestion. Currently we can create the following articles structure: Section - Sub-section 1 - Sub-section 1.1 -- article 1 -- article 2 - Sub-section 1.2 -- article 3 -- article 4 But if section has sub-sections, we can't
Zoho Desk Auto Contact Owner
Hi Zoho Team, When a new requestor singed up in help center, the contact owner is auto assigned to the primary contact of my zoho desk, correct me if im wrong. So my question is, how do I change the auto assigned contact owner of every new contacts?
Embedding Zoho Creator Content in Zoho Desk
I created a form in zoho Creator. Why can't I embed it as a piece of content in the customer portal in zoho Desk? It appears as if all iframe tags are removed in the Portal Customization area.
Create a Scheduled Task
Is there a way in Zoho Desk to allow a ticket to be closed and re-open at a set time. Use Case: We have a client being onboarded and they an event that needs to be circled back to in 30 days. Can I create a notification for my team that allows the ticket
Pinned Comment in tickets
Hello, it would be nice to have a function to pin comments inside a ticket, so they stay at the top all the time. best regards
Block a client
How to i block a client when he/her subcription finishes?
Abysmally slow today!!
All of my Zoho apps are loading very slowly if even at all today! I am assuming you are aware of issues?
Zoho Desk and Bugtracker
So I have just recently implemented the integration between Desk and Bug-Tracker. I am testing the two products together for a support team. What I was wondering was if there was any way for the resolution of a bug automatically update the ticket in the
Show Tickets based on Team but assigned to individual agents
Hi, we have the following scenario: Ticket is created and via direct assignment assigned to a team one of the team members assigns this ticket either to himself, to an agent of the same or another team the assignment of the team disappears an only the direct assignment to an agent is shown we would like to check how many tickets are assigned to agents of certain teams Example: Ticket 1 assigned to Agent A of Team Z Ticket 2 assigned to Agent B of Team Z Ticket 3 assigned to Agent C of Team Y We would
Knowledge Base blueprints for drafting, proofreading, checking and approving articles
We have some workflows in place to release technical documentation which require a process management structure where we : first announce the requirement for a specific article topic (the announcement/request phase) then analyze the content requirements
Emails From Gmail Not Delivering
Not sure if you've been through the same - emails from any domain other than gmail.com forward properly to Zoho Desk and appear as tickets. Any idea why? Thanks
Search by Ticket number in WhatsApp
Hi, I am currently using the WhatsApp business API beta on the Zoho desk. Is there any possibility to add an option to search chat by its ticket number in the WhatsApp module? Now we have the option to search chats based on the text, contact, and agents.
What is Live Chat meant to do?
What is this Live Chat button meant to do ? Because mine does absolutely nothing...! I thought it was meant to be to get support from Zoho Desk - it's getting frustrating having to create so many forum posts every day just to ask 15 million questions
Zoho Desk automate sending tickets externally
Hi, The business I work for plan on moving to Zoho Desk for it's ticketing shortly. However one of the departments has risen a concern that they send most of their tickets externally to be resolved (to retailers). They currently use Service Management
Assigning Tickets in Zoho desk
Hi Team, I am trying to assign a ticket to another person from another department. Although, the ticket has been assigned to his/her queue they are not able to see the ticket in their list. When I searched by providing the ticket# in their department
Code Highlighting
Hello, We are looking at add Code Highlighting on some pages of our KB that have code in the articles. Is this a functionality that exists already? Would someone be able to guide me to some documentation on this? Thanks!
If an Agent is offline can I raise a notification to the team on a customer response?
Hi ZohoDesk, If an Agent is offline, on holiday for example, is there a way of notifying a person or team when a customer responds to one of the tickets where an Agent is unavailable please? Thank you! Rich
How to pass Report Criteria/advanced filter in URL for Zoho Desk reports?
We have a report that we want to add an advanced filter to that gets dynamically set via a URL, so that our agents don't have to go and manually fill it out each time they run a report. I know this is possible in Zoho Analytics. I can't figure out how
Guided Conversations - Early Access update [February 2022]
Hello users! Have you tried out our newly introduced Guided Conversations platform available on early access yet? If not, no worries—we got you covered! You can still request access using this form, and we'll onboard you to our early access program. Since
Not able to figure out from where I can get, redirect URL
I am trying to setup, zoho federated signin with Azure AD, I am following below documentation https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/enabling-federated-login-for-help-center Link this documentation
On screen pop-up for agents?
Is there any way to have Desk provide an on screen popup if an account matches a set requirement?
Can't follow forums in Zoho Community
I don't know where to add this but I am unable to follow any community forums. Take this Desk one for example. It shows 169 followers, I click follow and it says success and goes up to 170 followers but it does not save and as soon as I refresh or navigate
Update contact numbers from ticket
Would it be possible to update the Contact phone information from the fields in a ticket, ONLY if the contact numbers are empty? The scenario is that on the ticket, I have the phone number set as mandatory. It happens that agents are filling in the phone
Daylight Savings Time change
We have the following Business Hours set for our company. When Daylight savings time ends on the East Coast in the USA, what must we change? Will the system automatically pick up the time change? For the East Coast of the USA on Sunday Nov 4th, our clocks fall back by 1 hour. So 2:00 AM becomes 1:00 AM.
Pagenumber in search results in the help center
In the help center I only see a forwards and backwards arrow on the bottom of the search results. Is there the possibility to add the page number, which I am currently viewing. See my mockup below. Thanks and BR
Zoho Community Leaderboard
Doesn't your community platform offer a membership page listing all members or a leaderboard etc else what is the point in the badges and point scoring system?
Agents photo included in email response from Desk and autosignatures
Hi Within Desk we have our agents and they include the photo of the agent. When replying to a customer via a ticket, can the response include the photo of the agent who has provided the response. Also, can agents have their own signature on the bottom
Add multiple users
How do I add multiple users to the Help Center at once?
Embed Videos in KB Articles from Gallery
Hi, I'm currently writing articles for our new KB with Zoho. There is a gallery feature which also lets you upload and show videos. I uploaded some tutorial videos and wanted to embed them in the corresponding articles. It turns out that you can not embed
Dispatch Scheduling
When will zoho desk build in dispatch scheduling, as an MSP we have to schedule on-site visits, currently we have to use Outlook or another system to schedule..... Thank you
Domain Mapping
Currently I have mutiple domains mapped eight in total. When I add an addtional domain and get to the Apply Domain stage it states it will replace the original account domain. That is it replaces and deactivates the first domain name on the list (the
Zoho Desk ticket status costumization blank page
Hello, When I try to access ticket status costumization, I get a blank page. I tried on Chrome, Mozilla, and another account in my company.
Agents are seeing notifications from everyone.
In the Notifications in the upper right of the web interface, is there a way to make it so each agent only sees notifications for tickets that pertain to them? Right now whenever an update happens to a ticket it's showing up for everyone in the Not
Report for all Support contracts
HI All Is there a way to pull out a report that shows all the support contracts with start date, expiry date,Name, contract number, Account assigned to, who to notify and the amount of days before expiry
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