Invite External People to Event in Zoho Desk
Hello, Can I add external people to an event I create in activities in the Zoho Desk? I can see that I have the option to add Contact Name under my event but when I create my event the Contact Name I enter (that has an email connected to him) doesn't
When will the Auto Tags feature be implemented?
You did add the "Auto Tagging" feature to Desk when Zia was announced but since then we are still waiting to see the effects of this feature. Could you please share an estimated date for it to be implemented into Zia.
Zoho Desk Android app supports file encryption within the app
Hello Everyone, In the latest version of the Android Desk app (v2.4.24) the files that are cached in the Zoho Desk app's private space will be encrypted. This is supported from Android OS version 6.0 and above. You can update the app either from the
How can I associate more than one department to a category in my KB after enabling the multi-branding?
Hi there, Before enabling the multi-branding I was able to add a new category in my KB and associate it to more than one department, which became impossible after creating a new help centre for one of my departments. I am trying to add a new category
Support breadcrumbs inside KB articles inside ASAP widget
As the title says, it would be nice to have breadcrumbs so user can navigate to the Home section. While the Back button also works quite well for this purpose, the breadcrumbs obviously adds another layer of information by explicitly showing the hierarchy
When will the table view feature be released for the Accounts and the Contacts modules?
This is definitely a necessity when working within these modules for data manipulation purposes. We are modifying certain fields on the Account records and it becomes really hard to find your last edit after a while. Also looking for incorrect values on a bunch of records is impossible without a customized view (table view) on these modules.
Slack for Desk
We are considering integrating our Slack channel to Desk. Right now most of our client support issues come from our slack channels. it has been a challenge to get our clients using Zoho Desk to create tickets so I'm wondering can a client create a ticket
Support variable width in ASAP widget
At the moment, it is not possible to pull the rim of the ASAP widget and drag it so that the width of the ASAP widget can be increased. When viewing help articles with lots of images, I can see from my user testing that people attempt to pull (and expand)
"View Article on Knowledge Base" external link in the ASAP widget is too small, has no tooltip
There is a link to jump to the actual KB site on each article inside the ASAP widget. Unfortunately, it is very hard to notice, and even if someone hovers on it, it doesn't show any tooltip indicating what will happen if the user were to click on that
Reminder Notification Agent Team A to Agent Team B
I want when the agent of team A changes the status to follow-up to the claim, there will be a notification to the agent of team B. and if team B doesn't respond to what team A has mentioned in a private comment within 6 hours, then a reminder will be
Zoho Desk | Social | Facebook Message Keyword Length
Hi Zoho Team, Can you please answer this inquiry: How long the Facebook message keyword length can go?
Can you create a report or dashboard that displays the tickets by hour and priority
We need a report that shows the number of tickets by hour and priority, is this possible?
SLA Target Condition limit
Hi Zoho Team, How many condition / criteria can I add to a Target? Is there a limit? Best Regards, George Jr.
Introducing Shopify, HoduCC, Zapier, Salesforce and 15 more extensions for Zoho Desk
Deliver stellar customer service and win customer loyalty with Zoho Desk. Here's a list of all new extensions for Zoho Desk released in the third quarter of 2021. Connect your favourite business apps with Zoho Desk in a snap without writing a single-line
SLA Resolution overdue - Update ticket status
Hi Zoho Team, Is it possible to auto update the ticket status if resolution SLA is breached? Best Regards, George Jr.
Zoho Desk - Emails not loading in portal and cant send email
Hi, At the moment we are having problems with incoming and outgoing mails. When trying to open a ticket, we get an error 'Content not available'. When trying to send an email we get the following message, Email reply failed from being sent! Momentary
Due Date Time Zone in Email
In the initial acknowledgement email to a contact, I'm including the Due Date (which includes time). My issue is that the time is showing in UTC and not the local time zone. Is there a formatting code to add to the email to adjust for the time zone
How can I setup my Desk homepage to be identical to the zoho desk homepage?
https://help.zoho.com/portal/en/home I would love to have this same design and functionality. Especially the login popups.
Emails are getting forwarded to zoho email but aren't appearing
External emails aren't appearing in desk. O365 is forwarding it to the zoho email but they aren't appearing in desk.
Help Center login issue on Mac
One of our new customers has issues signing in on their Mac. They did mention that their browser does warn them about some disabled cookies but even after enabling the cookies they still can't sign-in to the system. Please see below for their message
Unable to disable 'agent added comment' notifications
^ advice from Zoho chat support When in Zoho Desk, agents receive notifications in the top-right of the browser under the bell. These can be controlled in some ways, but there are notifications that come through constantly whenever another agent adds
Answer Bot option not visible
Hi there Zoho! In the last few months we have been filling several departments with a lot of articles. We had hoped to redirect our customers that contact us by chat automatically through a Bot. To test if this would be a solution, we wanted to activate
Can the reactive navbar in Helpcenter be disabled?
Hello, hello Can the reactive / adaptive navbar in the Helpcenter theme "Elegant" be disabled somehow? Please see attached image.
Popular Articles Remove in Help Center Portal | ARTICLE REPORTS
Hi Zoho team, Will deleting Popular Articles in Help Center affect the Reports availability? Please let me know. Thank you. Best regards, Lizz
Extra fields in my area
Hi, currently for our business we only show title, department, creation time, ticket number and status in the main box in the "my area" section for customers. We are wanting to display more fields in here how do we add this customisation? In addition
How do I remove the right sidebar on Article pages?
Hello, I can't see the option but I am really hoping that there is an option to publish an article with full width. Please let me know. Thank you
auto-save attachments in replies
Hi, Is there a way to automatically take all attachments in replies and add them to the attachments of the ticket? Thanks Paul
Ticket email reply
Hi Zoho Team, When a ticket is created and we had a worlflow to send email notif to the requestor, and when the requestor replied to that email the reply will be added to the ticket thread. But we had an encountered as to which the requestor replied to
Internal Server Error when trying to connect Instagram to Social
Hi, I'm trying to set up a social connection with Desk, for Facebook and Instagram. Facebook is working fine, but when I try to add Instagram I get an "Internal Server Error" when reaching the final step (Yes, I have logged into my Facebook account, and
Send Update to Ticket Owner After X Days Regarding Open Ticket
Hi, I tried to set up an automation that sends agents template notifications if ticket status is open for more than 3 days. unfortunately, I start receiving the template notifications for tickets that are status Closed also. I'm not sure what I did wrong.
Possible to display custom link to our internal system in ticket view?
I'd like a link to our internal system to show up somewhere in the ticket view (ideally below the customer's name, but anywhere is fine). It could be as simple as https://mywebsite.com/admin/customers?email={customer_email_address} Is there an easy way
Undeliverable email and Unverified Sender on Desk tickets logged by email
We have recently changed over mail servers and had to re-arrange our mailboxes and aliases in each and since that time testing of tickets we have raised via email to Zoho Desk have been failing and not been created. We have several departments set up
Map more Jira fields
Hi, More and more we are creating links and new tickets in Jira through Zoho Desk. We have found however Desk does not map all fields or even give a customisation option as to which fields it maps when creating a new ticket in Jira. It would be great
Zoho Desk iOS app now supports task reminders
Hello All, In the latest version of the iOS Desk app (v2.6), we now support task reminder notifications. You can customize push notifications for task reminders in the Zoho Desk app and choose to set reminders on a particular day (or) set it before
Automatically ignore zohodesk email address.
Is there a way to get reply all to ignore the @....zohodesk.eu email address? It is messing with my workflow rules because Desk thinks that it gets an instant reply.
Changing the CSS in my Help Center beyond the footer and header
I'm using the Elegant theme and I was wondering if there was a way to have access to all the style sheets instead of going through each element one by one in my browser inspector to set up the CSS customization. Urgently, I really need to update the articles body stylesheets to match the footer/ header, but also change all the orange accents throughout the site to another color. Thanks.
ASAP KB analytics
Hello, Is it possible to get ASAP widget analytics somehow? The current insights are all about the Help Center and viewing articles there also for Google Analytics. This means we have no idea how and if our users are actually using/interacting with the
Don't Create Tickets when email is sent to zoho desk email
Hi, I am forwarding my company email to zoho desk email. I want to do this so that when users respond to their tickets and email my company email, the response gets stamped on the ticket in Zoho Desk. BUT I don't want emails sent to company emails to
Jira Integration
Hi, When an email is received in ZoHo, it doesn;t update the email within our Jira platform. Manually typed updates are copied up to Jira automatically. Is there a reason for this? Cheers
Prerender Open Graph Metadata
Prior to the switch over to the new templating engine, it seems as though Zoho Desk would prerender the Open Graph metadata directly into the HTML of the page. This means sites were able to easily scrape the Open Graph metadata and render previews in a straight forward manner. For example, we use Discourse as our community software and it previously did an amazing job rendering a small snippet about the help desk article whenever we link to them. Example: Unfortunately, after we were required to
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