Redirect after ticket submission?
Is it possible to redirect a user after they have submitted a support ticket through the help centre? At the moment just a quick popup tells a user they have submitted a ticket, then the site redirects to the help centre home, without the user really
Customise Help Centre footer
Since it's still not possible to have SSO and link my users to the KB, I'm trying to customise the footer in the KB so that the SUBMIT A TICKET button links to my site where they can contact us. (When they do this certain user information is also added
Collect ASAP questions
Is there a way to collect the questions asked by users to ASAP so that we analyse them and see what people need? Thanks!
Search not finding articles in the Help Centre
Whenever I use the search function in the Help Centre or even the Insert Article as Link in the article editing window, the search does not always find valid articles even when I know for certain that those articles exist. Even when I put in a keyword
Translating the Help Center contact form
Hello On the bottom of the Help Center KB there is a contact form. We're using the (beta) multilingual feature. When switching from our default language (Swedish) to English, there is a word in two places that isn't translated. Can I translate this word
Link to edit article direct from Help Centre/KB
There is not a Sign In on our Help Centre/KB (as it won't link to our current users!). However, it would be really useful to have a link on each page of the HC/KB so that when an agent is browsing the HC/KB they could click on this to directly go to the
Close an 'on hold' ticket after 48 hours
I have a workflow set up so that once a ticket has been answered, it's put into an ON HOLD state. But how do I add a second workflow to that so that any ticket which has been in ON HOLD for over 48 hours but WITHOUT a response from the client is then
Exchange mailbox without forwarding
Hi, We have some customers who don't want us to send data outside the EU (due to GPDR - General Data Protection Regulation). As we don't know what happens with the emails with the current forwarding solutions (forward to xx @zohodesk) we want Zoho Desk
Font size 10px -> 12px
Hi Zoho, I think you noticed that the default font you propose to use in ticket replies and community forums is smaller than client ones. Our messages are always displayed in a smaller fonts than customer ones. Please standardise this, make default font size a bit bigger. Regards, Andrey
Notifying customer when a ticket has been assigned
Hi guys, Just setting up Zoho Desk for my organisation. Currently when a customer creates a ticket (in portal or email), they get a auto notification saying ticket is created, and we'll get back to them soon. As a manager, I can then 'assign' the ticket to an agent. How do I setup the system so that the end-customer gets a notification from the system saying that the ticket is now assigned to $agent.... ??
How to Add Video Gallery or Carousel to Zoho Desk KB?
Is there a way to add a Video Library in Zoho Desk KB, so that rather than navigating through many articles to find a link, or trying various search terms, someone can go to a single library page with all of the How To Videos available, or at least the top 15 or so? They are common pages, Zoho even has a number of tutorial video help pages for the various products. How can we do that in Desk? We have 4 dozen how-to training videos, a scrollable library with graphic thumbnails would help. https://www.zoho.com/campaigns/videos.html
Is there undocumented API call to set the Template attribute for create ticket?
Is there undocumented API call to set the Template attribute for create ticket?
Is it possible to use a custom list field to control blueprint, rather than the default "Status" field?
Is it possible to use a custom list field to control blueprint, rather than the default "Status" field?
How can we download for storage/reference all our KB articles?
How can we download for storage/reference all our KB articles? We'd like a local copy for reference/backup. Thanks.
turn single email into ticket
I understand I can turn all emails into tickets, but is there a simple way to turn a single email sent to @zohomail.eu into a helpdesk ticket?
Zoho Desk Report
Dear support team, im a new here and zoho desk so could you help me ? I just wanna learn, are there any reports below? you can just yes or no :) Measurement of call times Infrastructure to calculate solution time against demand Average Resolution Time Average first response time SLA Compliance rate Resolution rate at first call Number of repeated events Pending Requests report Re-request opening rate Cost per request Customer satisfaction report Number of tickets by category Number of tickets based
Typing Lag
Hi guys. I'm experiencing lag when typing replies to tickets. At first I thought it might be my office computer, but I'm experiencing it also on my home computer. Basically when typing, keystrokes don't register straight away. You can type a word for
Automatically send ticket reply (from template) based on ticket status and status change date
Dear community, We use Zoho Desk for a repair shop. When we're done with a customer and send the item back by courier, we change the ticket status to Outgoing. We would like to be able to automatically send a reply to the customer to ask for a review
Community Restrictions & Lockouts
Hello, We identified a huge concern for us within the restrictions inside the community. We have department forums we would like to have some restrictions on but can't. What we want to do: 1. Restrict users ability to post to forums, but still allow them to engage by comments on posts. 2. Ability to follow a forum, even if they can't post to the forum so they can stay upto date. If you lock a forum, then... 1. The admin can't post to the forum either. 2. The user is not able to follow a topic. 3.
Compare Translations in the Help Centre
We're just starting to use the multi-lingual feature of the Help Centre. We've translated a few articles to start with. But is there an easy way of comparing the original <> translated article side by side so we can see the differences, especially when
Notifications from Global Admin Account
It appears that anything done by the global admin account doesn't show up in the activity feed or any other notification. For example, if the global admin account comments on a ticket we should see that action in the activity feed, for any other user
ASAP tooltips guides are not translated
We are testing ASAP tooltips and guides. There is a blocking problem: the buttons of tooltips and guides are not translated: previous / next / view more / Finish: This is a blocking problem: a guide feature aims to improve the discovery by users, it
Zoho Desk multi branding for MSP
Hello, I am trialing Zoho One specifically to use Zoho Desk as an MSP. I've been reading about multi branding and creating separate help desk portals for each client but I'm not really finding a guide on how to implement this. Am I supposed to use accounts
Internal Tickets
Is there a way to create tickets internally within our organisation please?
How to put a ticket On Hold
I'm sure this is easy but I can't find the answer here! How do I put a ticket on hold? Thanks :)
ZOHO Desk ASAP assistant: scroll article depending on page action
Hello, We are implementing the ASAP assistant in our web application. We plan to set up a specific article on some pages of our web app, and set up ASAP so that it opens directly the corresponding article. We found how to do this with javascript (thanks
When a closed ticket gets a reply then the system starts to send continuous reminders until the ticket is viewed by an agent
The reminders are in the form of "You have received a new response to the closed ticket xxx". The last one that we did recognize did get more than 270 reminders. Now a second one has been triggered.
Zoho Desk down for anybody else?
Mid-morning, we started getting a "400 Bad Request" error when we visit our help desk. Checked our DNS records, that's setup correctly still, nothing changed there. Tried opening a ticket with Zoho with "Emergency" status but never even got an acknowledgement
How to post and view my public knowledge base?
How do I find the code to add the Knowledge Base to my website? How can I add the knowledge base to my web page? Is there a URL where I preview to see it live? Or is there code to insert it in my webpages?
Automatic NEXT and PREVIOUS in Help Centre
Some areas of our Help Centre are more like a book than individual articles. It would be useful, therefore, to have an automatic way of navigating from page to page within a section. For example, if the section were about MAKING A FILM the first article
Ignore certain emails & Question about auto-assign
Hello Forum! We're currently on a trial for Zoho Desk hoping to purchase a full one soon, I have a couple of questions. 1. Daily, we receive technical-updates from a specific email address to our support inbox. We don't want to create a ticket for any
Zoho Desk
Is there a way for a supervisor in an organization to be notified of every ticket created for staff? I see the cc option. But is there any other way in case the person entering the ticket does not cc the supervisor. I would like to track all ticket requests
Attaching client users to the same account so they will see each others tickets
Hi, Excuse me if there is already an answer to this question, but I couldn't find any help online. Currently, we have already two client users which are attached to the same account, But they don't see each other's tickets. We would like to set it up
Zoho Desk KB - how to find article ID and category ID
Hello We plan to set up a specific article on some pages of our web app, and set up ASAP so that it opens directly the corresponding article. We found how to do this with javascript (thanks to https://www.zoho.com/desk/developers/asap/index.html ) Opening
Ticket conversation tab doesn't reflect the merged email but ticket history indicates it
Today, we did merge 2 tickets into one but we can't see the merged ticket conversation in the conversation tab. The merge action and the ticket conversation which is being merged is clearly indicated in the ticket history. We did this merge action on
Separate knowledge base in 2
Hello, We are implementing Zoho DESK four our platform which has 2 different kind of users (sellers and buyers). We are wondering what is the best way to organize our KB so that each type of user finds what he needs, knowing that buyers should not access
KB in ASAP assistant: sections icons are not displayed
We did setup icons for each category and Display in the portal: Display in ASAP for category is OK: But icons are not shown for sections: => How can we have ASAP show sections icons ? Regards
Wordpress Users logging into Help Center
We have tens of thousands of users on our WP site. How can we enable them to be able to log straight into the Help Center? With Zendesk it was pretty straightforward but with Zohodesk it seems incredibly complex. Can it be done directly? I don't want
Product Category
I looked in the product category, there is already a choice of hardware, software, and CRM applications. can it be replaced or added?
dynamically change ASAP assistant position
Hello, We are integrating ASAP in our web application. In some pages, we would like the assistant on the right of the page. But there are situations in which we would like the assistant on the left part of the page. => Is it possible to change the assistant
Next Page