Zoho Desk - Approval Process
Is there a feature to ask for approval outside of the department on Zoho Desk? I.e. An agent in Department A has a ticket that needs approval from an Agent in Department B.
Enable End Users to view tickets submitted by End Users within the same group in the Help Center
Is there a way to allow end users in the same group to view each others tickets submitted in help center? There seems to be a function to view tickets in the help center 'created by team' but from what we can see is that teams can only be used for agents
Help Center - Customer Permissions (Manager/User) - View other tickets
We have migrated from another helpdesk system that supports permissions in the helpcenter Customer 'Manager' can view all tickets for the Customer Account (created by other users or managers) Customer 'User' can only see their tickets for the Customer
Update All contacts emails address - Zoho Desk
I did the steps mentioned in the below link related to the contacts. I clicked on the overwrite option, but the function created new contacts instead of overwriting the existing ones. (I did the steps many times but no luck) Please help https://help
Auto send email to ticket creator after x amount of time
I am looking for a way to send a reminder email to the ticket creator if the ticket sits in a certain status for x amount of time. The email would remind them that we are waiting a responsse and if we dont her soon that the ticket will auto close. I
Delete Customers in Zoho Desk?
So i noticed when i am in a ticket, and i go to edit/modify and for the customer field i have all the customers that have ever been added to my zoho desk are in one of my departments... it is annoying and looking to clean it up? please advise?
Remove "Subject" from the Ticket Form in Customer Portal
Is there any way I can remove/hide the "subject" from the Zoho Desk New Ticket Submission form that users get? We ask them very specific questions in our ticket and we don't want them to type in a subject. A subject implies an open ended question. All of the questions that we need gathered are done so in other questions. Can you please provide an option to be able to remove/hide the "Subject" field from the ticket submission form
URGENT all email fail
Please help ! We can't send email anymore ! It's always a fail ! Before I have the question : no, we didn't change anything in our settings today.
Active Directory Integration
Right now i am running the demo of Zoho Desk. I am looking for a replacement for my Kayako old ticket system. Right now i have my ticket system setup with Active Directory integration for my users i support. This is very helpful as i have about 300 users to support in our company. How can i set this up here?
Default Ticket View
I want to be able to default my agents or at least myself to the Table view for tickets. I cant seem to find a way to do this. This seems to be the most compact way to view tickets and most efficent for what we need.
Prevent Auto Reply loops in ZOHO Desk
Good day, I was hoping to get some assistance with setting up a rule in ZOHO desk that would prevent auto reply loops. For example, when a customer opens a ticket, we send an auto-reply. Some customers will also send auto-replies and sometimes that will create loops. Is there a way to prevent that in ZOHO Desk? Thanks
Zoho Desk now integrates with Jira
Consider the different roles in a software company. Product managers and designers decide how the software will look and feel, while engineers build for functionality to implement the vision. Of course, customers then adopt and use the software, often providing valuable feedback. With rare exceptions like Linus Torvalds or Richard Stallman, most customers can't code, which means they can't directly modify or improve the apps they use. But, the feedback they give is incredibly valuable. On the other
General Slowness / Refresh Required
Hello community, myself and some others on our team are looking for some general input after these last couple of months. Have any other Zoho Desk users experienced general slowness in the agent portal, mainly revolving around slow "picking" of tickets and page/parameter updates? Couple examples: In the past, when replying to a ticket as the first agent and it gets auto-assigned, your avatar would pop up at the assigned to field immediately. When sitting at a department, team or custom view looking
Zia Bot chat not loading in Zoho ASAP Addon
Something recently got updated in the Zoho ASAP Addon We have the Chat option set to show the Ziabot But now when users try navigating to the Chat option in the ASP add-on it only shows the loading icon.. Anyone else experiencing this ? Mitul
Sending message to MS Teams from Desk function
I am trying to post a message to a MS Teams Webhook. I am getting the following error: ncompatible types for invokeUrl function at argument index Parameters <br/> Required : STRING <br/>Found : MAP. LineNumber : 48. Anyone ever have any suggestions on the issue? Thanks in advance. data=Map(); data.put({ "@type": "MessageCard", "@context": "http://schema.org/extensions", "summary": "Dwarf planet Pluto details", "sections": [{ "activityTitle": "Dwarf planet Pluto details", "facts":
Line and paragraph spacing formatting on Desk KB
I am currently working on implementing a product knowledge base through Zoho Desk. To ensure that articles are created with the right look and feel for our company, I am initially drafting them in Writer then importing into Desk. In a few cases I've noticed minor errors and tried to make changes directly in Desk KB's editor. I noticed that there are no options to update line and paragraph spacing. I anticipate this being a problem in the future, when sections and steps will be added/changed and Desk
In widget How to close the Model box after getting success without using close button.
Hi, I am using model box to get the details. After getting the details I need to close the model page without clicking the close button. Please help me to solve this problem.
Desk-Projects Integration Add-On : Resource Utilization Settings
I just saw that you did introduce a new integration add-on on the marketplace for Zoho Projects. The settings which are offered on the Desk integration screen seem to be sufficient at the moment but I still have a crucial question. The setting page doesn't show anything about resource utilization restrictions. I'm aware that this is a feature on Projects available starting with the Premium subscription but yet I think that it should still be present during the setup phase for those membership levels.
Videos in Zoho Desk via Embed Links
Hello everyone, I´m looking to create for my co-workers and customers a small Wiki with videos and short docs. Is it possible to embed video links (for example vimeo or youtube)? And how could i do it? Best, Anton
Can't filter on most voted ideas
Hi there, In our Community, the filter 'Most voted' doesn't work. Can someone have a look? Thanks! Helen
Let's celebrate exceptional customer service this #CSWeek
Things have been tough this year, but we can't deny the small moments of positivity we've received, either. It may have been a front-line employee coming to your rescue, a colleague sharing your workload, a manager keeping your spirits up, or a brand coming through for you in difficult times. Every little act of kindness deserves a shout out–we have the perfect way for you to celebrate them. This #CSWeek, we're announcing an array of virtual awards for you to share with someone who lifted you up
Sort Table View
Greetings Zoho I love the new table view, but wonder if it would be possible for you guys to make it so you could sort the columns. E.g. Due Date, Account etc. Currently you can filter them, but this only displays the selected tickets that match the chosen criteria and hides all others. It would be beneficial to be able to sort those columns and still see all tickets. Many thanks.
Zoho Desk - Custom Extension - whiteListedDomains
I am trying to use the ZOHODESK.Request function with a connection to Zoho CRM via Sigma. When I attempt the method call, I receive the message: "No entry found in plugin-manifest whiteListedDomains for requested URL" This is despite populating the plugin-manifest-json: "whiteListedDomains": [ "https://*.zohoapis.eu", "https://127.0.0.1:5000", "https://mydomain.com" ], I have added multiple domains (mydomain.com = custom Desk domain) as I have tried multiple combinations and I am unable to
Get ticket link from given ticket number
If I have a ticket number, let's say #8447, is there any way to create a usable link knowing only this and the URL of our Zoho Desk? Or is the only way to generate a link to the ticket by going into Zoho and searching that ticket number? This question goes for both linking to the ticket internally, as well as creating a customer portal link. Are either of these possible?
View first lines of the field "Description" in the "All tickets" Queue View
Is it possible to view the first lines of the field "Description" in the "All tickets" Queue View
Zoho Desk - E-mail Subjects / Ticket Guessing / Hijacking
We have an existing ticket system that uses numeric ticket IDs, and also in the e-mails [!50822] To avoid conflicts, our starting Ticket ID in Zoho Desk is #60000 Where can I find more information about the behaviour and controls relating to Ticket IDs and e-mail parsing: Are the Ticket IDs unique across Zoho Desk, or unique within a department? Does Zoho Desk use Regex to parse the subject? ##60000## or #60000 or !60000 - what is the standard pattern? 1) Ticket #60000 has Bob@domain.null as a Contact
new end user isnt recognized
i have an end user that has received the invitation email, as well as a direct link to the sign-up website, and has signed-up 3 times. but the system isnt recognizing him. ive checked his email address is correct, and hes verified thats the email hes using to sign up, but Zoho Desk wont take him. everyone else signs up and is recognized by the system, no problem... help!
Update your Zoho Desk domain-mapping details (CNAME) at the earliest.
When you map your own domain to the default Zoho Desk address, you're required to point it to a given canonical name or CNAME, as provided by us. If you've been a user of Zoho Desk for some years now, the chances are that your domain's CNAME record is pointed to an outdated URL such as customer-support.zoho.com, customer1-support.zoho.com, or something similar. If you find that this is true for your portal, we encourage you to point your CNAME to desk.cs.zohohost.com at the earliest. We will be discontinuing
Can't stop feed notifications for Task Assignment
No matter what I toggle for Task Assignment notifications, I incessantly get feed notifications about them. Our workflows do not need this notification to be enabled. What's odd is that this behavior sometimes manifests itself as an agent with "Agent Name" showing up as the department. This is definitely a bug. For example, the behavior we want to avoid is receiving notifications saying "Agent Name assigned a task in Support." After I disabled the notification settings, they still come through as
Change help center text
Is there any way to change the texts in help center in multiple languages?
Not receiving notification emails
hi we have been using zoho desk for a year and no issues, however last week we stopped receiving emails to notify us of new tickets/replies etc It appears the system is still working as customers are still lodging tickets etc but not getting the notifications is becoming increasingly frustrating - any ideas where we can start looking? Our IT team is adamant nothing has changed or is blocked on Office365 in this regard.
Contact Reasons - Tickets
Hi, what is the best way to mange 'contact reasons' for tickets? So at the end of the month i can report on how many: Billing enquires Sales enquires Question about deliveries etc Should i use tags? or something else? thanks
Zoho Desk
Dear, Is there a know implementation where Zoho Desk users are authenticated by SSO by KeyCloak IDP ? I'm wondering if this work. Thanks in advance
Adding Lookup Fields to Associate Deals and Projects
We need to be able to associate Tickets that come through Desk with a Deal or Project. While a Ticket for a Deal can be created through a tab in the CRM we need to be able to associate/track user generated tickets. This seems like a basic requirement and easy fix by adding Lookup fields as an option to the Ticket template.
Hot to set agent landing page other than Tickets module
Hello, Each agent can set it's own landing page other than tckets. I'm wondering as an admosni, how I can set or update landing pages to another module than tickets ?
ZOHO Chat / ASAP - Opening Times & Widget
Hi, We now have the ZOHO chat function up and running on the website. Thanks for fixing it! I have two questions: I am unable to add the opening times to activate the chat widget. How do I do that? I have seen the manual but the opening times / chat menu is not visible for me in SalesIQ. I am marked as the company owner. It appears the menu is missing. Can you help? Secondly: The chat widget shows 'we're online, how may I help you today?' The ASAP widget does not. In our software we use the ASAP
Zoho Desk Very Slow - Mac / Safari
Hello everyone, For some reason in recent weeks, running Desk on our Mac in Safari has been very slow. it's a high spec machine so should not be an issue. We also don't have the issue on a Windows PC in the same office. Any ideas on how I can check / improve the speed? Kind regards James
Ticket field to inform users
Hi, I would like to add an informational note to a ticket, to inform users how to fill the ticket (or when not to add a request). This is the case when users are adding requests via the portal. How can we best handle this? Should we add a prefilled text field (is that possible)? Thanks for helping me!
Random Customers in my Customer data
I am still seeing random customer data in my customer list. I continue to delete them but they are slowly creeping back in. We are getting ready to open thiis up to our user base and we do not want random people in our customer list. Especially, people who are not customers of ours. Thanks Buddy
EU Data Centre planned maintenance 27 September
I have seen a message when logging in today that there is planned EU data centre maintenance on 27 September. Will the system be unavailable during this time? If it is unavailable, what will be the customer experience? The message doesn't say or have a link to click for more information. Thanks for your advice.
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