How to disable the notifications request notification
Hi, When I log in desk, I always get this notification window, asking me to enable notifications. I don't want notifications, so the current option is to click May be Later.... Until I get back to Desk, and I get the same notifications. I couldn't find
Bybrand for Zoho Desk now supports department signature
Zoho community, I would like to announce that Bybrand for Zoho Desk now supports different email signatures in each agent department. This was a frequent request from customers, and also suggestions here in this community. Therefore, we worked this month
Error adding department support email address
Is there a limit to the maximum number of departments in Enterprise. We have around 100 at the moment.
product name in Ticket module
Hi Team, please replace search lookup format of product name field in ticket module with dropdown field format. this is very easy to select the product from list. end user can not understand how select the product as its mandatory field in our zoho
Repeated notifications for Ticket/tasks depending on their status
Hi, everyone, For our day-to-day operations, we need the ability to be repeatedly notified about tickets and/or tasks depending on their status. This would affect one of the following cases: 1. A ticket has been open for a long time. 2. A ticket has been
Adding additional records dynamically to a subset of fields
I'm trying to create a service ticket layout which will be passed to a Creator application for Field Service Management (FSM) purposes. We need to be able to define a specific subset of service product fields such as "Service Product", "Service Product Serial Number", "Service Product Warranty End Date" and "Service Product Current Warranty Status". We may need to record more than one of these subsets, in case the customer has more than one product which has to be serviced on their site. It seems
Zoho BugTracker Integration - Sync Additional Fields
We've started using the integration between Zoho Desk and Zoho Projects (Using BugTracker to link Issues). The one big drawback we've seen is that not much information from the Desk ticket makes it into Zoho Project Issues automatically, so the agents
Remote Assist link at the bottom of the ticket missing when blueprint is active
We normally have the Remote Assist link at the bottom of the ticket but since we have been experimenting with using blueprints I've noticed that the Remote Assist link is gone when the blueprint is active. Is there any way to get the Remote Assist link
Edit Customer Ticket form
Hi, Can we edit /modify the Customer Ticket form to provide some inputs for them to minimise the Entry. Also can we remove the verification part. Also We are not able to get access of helpdesk@vijtech.zohosupport.com email as need the Gmail verifica
Guided Conversation does not work in Help Center when Signed in
When I sign into the Help Center, Guided Conversation does not work. The console.log displays that an XML error indicating that root could not be found. Guided Conversation works just fine in ASAP as long as I am not signed into the Help Center which
Time spent column missing from report columns
If I create a global report from the all departments view and I add time entry to related modules I am able to add the time spent column to the report. If I create a report with a specific department selected then when I add the related modules I do
Deprecation of older versions of ASAP Mobile SDK | Zoho Desk
Hello, everyone. Greetings from Zoho Desk ASAP! In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions
ASAP Web Add-On not Visible
Hello, I have created ASAP Web Add-On and when I paste the script on my web page, icon does not appear, however, when I paste the script available at https://www.zoho.com/desk/developers/asap/#introduction icon does appear and when I tried putting in
Does confirming an import override changes since it was imported?
In the import module section there is the option to confirm an import. Changes have been made to some of the records since the date it was first imported. Will confirming this override the data in the system with that from the original import or will
Help Desk Community Per-Forum Posting permission based on role
Background: My Company is setup that we have 1 department in Desk and thus 1 Community Forum Category within that category we have multiple Forums (sub-categories). We would like to make some of those forums (sub-categories) a forum that delivers official
Can We Use Campaigns or Marketing Automation to Email Trending Desk Post
Hello, Has anyone setup a way to email customers a Zoho Desk Community Post Digest or Trending Post Email? Basically what i would like to do is email my customers on a weekly basis with a list of new or trending zoho Desk Community posts so that my
Display issues inside outlook
There are display issues with the customer happiness rating buttons within the Outlook Desktop app. The problem does not exist within the web app, which is nevertheless critical, since Outlook as a desktop app is very widespread and is used almost everywhere
Development Cycle of Desk?
While I'm sure COVID put a hampering on anything productive as it did with most companies, I'm kind of getting worried about the lack of development/fixes/feature requests when it comes to some Zoho products, but more Desk since myself and our team are
Restrict voting in Community
Hello! It's possible to restrict the posting and responding in a community category (very nice). I would like to also have the option to restrict the voting. For example, all users can see the posts and vote but the posting and responding is restricted
Desk Help Center Community Post Link to KB Articles
As a support agent who is monitoring the community for my company. i want to be able to respond to posts and post comments with resolutions. however, often times the resolution to a post will already exist as a knowledge base article. I would like to
Release notes - How come they are nowhere to be seen?
It seems difficult to understand why there seem to be no access to release notes. I can understand that Zoho are publishing lot's of new stuff on all their applications, but there seems to be no indication of that. As an administrator, I need to be on top of things when it comes to new features available, because apart of actually making use of them, we need to make sure that all the staff is educated and aware of any new things... even for minor features.
Introducing Integromat, Github, Microsoft QnA Maker, and 13 more extensions for Zoho Desk
Deliver stellar customer service and win customer loyalty with Zoho Desk. In addition to the 200+ existing extensions for Zoho Desk, we released 16 new extensions in the last quarter of 2021. Connect your favourite business apps with Zoho Desk in a snap
Has anyone setup Zoho Desk as an outgoing and incoming call centre for product/service marketing?
I need to setup a call center so I can setup agents to make phone calls across Canada to market our services. I am trying to figure out the most reliable and cost efficient way to do this? I am currently paying for two phone services and neither seem
Is it possible to check who voted for an idea/question in the community?
Hi, I would like to see who (which users) voted/also liked an idea or question raised in the community. Is this possible? Thanks, Helen
Community notifications
Hello, In our experiments with Community functions I understood that the notification style is bit outdated. Here what it looks like. It also contains words in English (not our default Zoho Desk language). Please update it or make it possible to customise.
Track Agent Ticket Touches
We're trying to understand agent productivity. One report that seems like it would be standard is being able to view the number of tickets an agent touches in a given time period. This would essentially be a count of ticket modifications that an agent
Add CRM contacts to "groups" that would have access to forums?
We are evaluating if we want to migrate from a web-based forum to using the Desk/Community forums for our customers. We have ~3,000 customers that ask each other questions across a number of topics. But as they are our customers, we won't be making the
Process/Blueprint flow (transition) based Time Reports
We want to acquire some "Time Reports" on Zoho Analytics where we want to be able to use specific status changes from our blueprints. For example we want to acquire the "First Response Time" reports where the status was changed from "A" to "B" but not to "C" or where the status change has followed a line of status changes from "A" to "C" to "F". Right now we can't create such reports because the "Status" field does only designate a single choice or some multiple choices without being able to designate
Custom Ticket Views
Hi, I'm wondering if it's possible to get custom views/the ability to edit things like the status mode. Having different columns for different things i.e. a column of tickets that have a certain status, a column for tickets that we have specified a classification
My knowledge base articles do not display until a search is performed
I've noticed that when I access our knowledge base no articles display until a search has been performed. Is there a way to get articles to display under the search panel before search is performed or at least display the different departments that have articles published? As an end user it is not intuitive that you must first search to find an article. Especially if I have no idea of what I need to search for.
Customer service in 2022
2021 was not an easy year for many, but customer service heroes consistently delivered support despite barriers like time zones, language, and business hours. We take pride in knowing that our customers have been able to deliver stellar experiences to
How to display only the categories name?
Hi, Currently, my knowledge base main page shows all categories and the articles we have: Is there a way to show only the category's name, and once you click on the category, you will see the articles there? Thank you
Extension not available in Shared Ticket view
We created a custom extension, however when viewing shared tickets there is no option to open that extension in ticket view. Is there a way around this?
Can i get agent Average Response Time and Average Resolution Time to specific agent with his id from API?
Can i get agent Average Response Time and Average Resolution Time to specific agent with his id from API? If so, please share an example of the URL. Thank you.
Disable 'Reply' and 'Comment' on Help Center IF ticket state is Closed
Hi, Is there a way we can disable or hide those fields when a ticket is on a closed state? We do not allow reopen tickets and would not want end users using these anymore after a ticket is closed. Thank you!
Mail replies are not going
Hello, We are getting error while sending out replies on zoho desk. Attached is the screenshot . Kindly assist.
Limit agent access to single account
Is it possible to limit an agents access to a single account? I would like a specific agent to only be able to access tickets from a single account. Is this possible?
Customizing the Ticket View for Agents
Is there a way to shade different types of posts? Our agents would like Public posts to be shaded. They were thinking the <div> box for the public comments could be a shade of gray. Is this possible? The text says public/private, but they would like some
Ticket Visibility based on teams
Hi Zoho Desk Team! Would like to ask if visibility based on teams is possible? Say for example: Ticket 1 is assigned to Team 1 Ticket 2 is assigned to Team 2 Output: Ticket 1 is only visible to Team1 members and Team 2 members cannot see the ticket
Can the self-service portal display customer's information to the customer?
Hi, I'm not currently a Zoho Desk customer. I'm in the process of selecting a service desk software to use and one of the questions I was curious about was whether one of my customers, after logging in, could view their information on the screen before
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