Is there a way by which we can perform global search by specifying some particular modules
Hello, how can we perform global search by specifying more than 1 module, .i.e., we want to perform search but only in contact/account and not in ticket module.
Two Factor Authentication For End Users
Hi There, After talking with one of my customers today, It was informed to me that it would be a great feature to be able to have two factor autentication for end users with Desk. Customer brought up this concern because of the identify theft cases in our area recently and I told my customer I would pass it along for suggestion. I think it would be valuable to have this so my customers whom are afraid of someone hacking them, This would put those worries to rest
New ticket email all marked spam, replies marked private
I have configured my external email server to forward all mail sent to zsupport@mycompany.com to support@mycompany.zohodesk.com I have also added the zsupport@mycompany.com as the From address in Desk with SMTP information and marked the original support@mycompany.zohodesk.com address as INACTIVE All emails sent to zsupport@mycompany.com end up in the Spam TIckets folder until I mark them as not spam (examples include tickets 126 to 131 with 130 and 131 still in the spam folder) Once I mark a ticken
[HOW TO]: Verify your domain with ZoHo Desk and CloudFlare
Cloudflare hides records for security reasons. When you have the proxy setting (orange cloud icon) enabled for a DNS record, Zoho Desk will not be capable of validating the verification CNAME. Disable the orange cloud, wait for a few minutes while Cloudflare's TTL for the record refreshes, and then verify the domain again. Once verified, you can re-enable the orange cloud for security reasons. (Protects against DDoS and DoS attacks by hiding your support portal's IP) I hope this helps people who
Password Reset and New Agent welcome email not delivered?
For some reason we cannot get the password reset emails or when we add new agents we do not get the welcome email for them to activate account. We tried using multiple emails addresses and none of them seem to work? Can you help?
Suspending end users (Like Zendesk)
Hey Desk Team, Providing some feedback for you to Improve Desk's "Deactivate User" feature for end users As a Zendesk customer from many moons ago, I loved a feature that they have which is similar to what you have as "Deactivating a user", Zendesk has "Suspend User". With their feature, Once you suspend a end user, Their login access is disabled (what is available now in desk), plus support requests cannot be created and are marked as suspended or spam tickets. They also cannot attempt to create
Show all tickets in the Help Center
Is it possible to show all of the tickets from a department within the Help Center instead of just the tickets that have been raised by the customer? For example we forward tickets to Zoho Desk from another piece of software, can these also be shown in the help center?
Connecting to a third party database
Hi everyone, I've been testing Zoho Desk for a few days and am quite satisfied with it so far. Question: 1What do I do to connect ZD with third party database. It is our custom database where we keep the track of the clients' projects and payments. I need ZD to connect to our database, fetch current user's record (identifiable by user's email address) and show some of the variables on particular places (say custom account fields). I need this in both agents/admin portal and in customer's portal ("Help
Default Department when adding Ticket
I am configuring a new Help Desk and only need two different types of Tickets with entirely different sets of fields. I also need more than a two level hierarchy in both Community Forums and Knowledge Base. While the KB can handle more, the Forum's cannot. The only way I could manage this was using more than two departments. The problem is that the the Add Ticket widget requires the selection of Department and the list not only includes several that won't have tickets but they are ordered alphabetically.
Can't initiate ticket to customer
I would like to confirm that we can't initiate a ticket to customers? In other ticketing systems I used such as Freshdesk, when someone switched from sales to being a client I was able to use the ticketing system to send a solution and intro documentation to the client and from there they could continue to ask questions (tickets). It doesn't make any sense that tickets can't be initiated and sent to clients in Zoho. If this is not a feature please add it ASAP as an option for those of us who would
Get Ticket Owner (assignee) information from ticket payload
Hi Zoho Support, I have a doubt, Do you plan to add "assignee" information like "contact" info in the ticket payload for ticket update events? This info about Ticket Owner would be so helpful as contact info. "assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "",
"id" : "1892000000056007",
"email" : "jack@asdad.com"
}, https://desk.zoho.com/support/WebhookDocument.do#EventsSupported#TicketUpdateEvent Regards, JCN
Desk API idea to include last modification time to contact
Hi, I would like to propose adding last modification time property to contact resource. It would allow to use additional ways than webhooks to fetch contact updates. Do you find possible to implement this in future API revisions? Best, Lukas
Send Email feature (like Freshdesk)
(I don't believe there's a way Zoho desk can do this function at the moment. If that's the case, I'm suggesting this as a feature. If there is a way, please enlighten me!) Very happy with our switch from Freshdesk to Zoho desk!! At this time, there's only one feature we used in Freshdesk that we wished we had in Zoho desk... The ability to "send an email". See this page for details. In Freshdesk, we had the ability to send an email which would create a ticket WITHOUT the new ticket notification.
Downgrade Free Trial
Hi, I would like to have my zoho desk downgraded to the free version before the trial ends as to better compare the feature set and options available between the two.
Looking for a Last Month filter
Hi, I need to know how many of a certain type of email we have sent last month. If I search for the email by title I get all the emails but in the filters on the left, there's no ''Last month'' as you can see below. I tried doing an advance search but that didn't help. If I could make a search and set the start and end date it would help but I can't. Do you have any suggestions? Thank you
Zoho Desk Community Digest - February 2019
Top Product Announcements The force is strong with this integration Defining Business Hours and Holidays Integrating Zoho Desk with Zoho CRM Ticket Status Dashboard Other Product Enhancements Date picker in Reports Tags in Automation Criteria Product Link in Ticket Detail View Option to search by Product in the global search bar. New Extensions in Marketplace Asana Trello Mailchimp (Paid) Survey Gizmo (Paid) Webpower (Paid) All extensions are available in our Marketplace here. News & Updates
Automatic Closure of Tickets
In our support flow, we use the method to not close a ticket ourselves, the customer needs te do this. When we handled a ticket, then we 'offer' the status Solved to the customer and the customer needs to Close the ticket (via portal) when they accept the solution which solved the ticket. The thing is that a part of our customers use this method and a part doesn't. So what we want to implement now, is a automatic rule in ZoHo that will Close the ticket after 2 weeks of idle time after 'offering'
Extension developers
Hi I am brand new to Zoho, about 4 days, and the plan is to build an extension to Zoho to integrate into our companies platform and extend Zoho to our customer's specific use case. Are there any sample extensions we can look at. The area where we lack understanding (at the moment!) are 1: creating the HTML, for example how do we use the Zoho stylesheets etc in our HTML code? 2: best practice for hooking up front end events to custom javascript code 3: can we / should we use angular as a framework
Custom Views in Desk
Hi, I've set a custom view to show only Open, Escalated and On Hold tickets yet this results in no tickets being shown in the custom view... So this is pretty simple right? What am I missing? I'm just creating a view so I don't have to keep constantly using filters to see what I need to work on/follow up on.
Communicating with other ticketing systems via Zoho Desk
I'm wondering if anyone else has had this issue and what they've done to resolve it. Many of our clients are IT service providers who use ticketing systems of their own. Often, we email their ticketing systems from our Zoho Desk instance and have noticed that other ticketing systems will often strip the [##<ticketID>##] field from our subject line and then their ticketing system auto responds saying they've opened a ticket for us on their side. Any further communications to and from them don't get
Why you do not send new ticket / ticket closure notifications?
Hello guys, You have such a functionality to send user notifications on reception or closure of tickets. However you yourself in your own support are not using it. You just reply without any standard notifications. May I ask you to ask your managers why? Do you thing it is a best practice or you miss some functionnlity that doesn't allow you to use it properly? Thanks in advance. Andrey
Have someone find a solution for bilingual support?
Hi, we have to serve clients in English and some in Fresh. Did someone have found a solution to be able to separate support with 2 languages? I've been told to used multi-Brand but I'd like to know if someone is using it?
Migrate to the new live chat, powered by Zoho SalesIQ
A few weeks ago, we released a more flexible and customizable live chat solution, powered by SalesIQ. With this update, you can now get the best of live chat and insights right within your help desk. The SalesIQ integration runs both ways and lets users access chat tickets on either of the two interfaces. You can read more about this integration here. We're always improving our solutions, and we encourage you to make the switch to the new live chat today. If you are currently using the live chat
Changement de mail pour un agent
Bonjour Je suis administrateur Zoho et je voudrais modifier l'adresse mail d'un agent actif et c'est impossible !! Comment faire ?? Cordialement
We're discussing agent productivity, join us!
Our next ATE session is back and the topic of discussion is Agent Productivity. Head to our Community Learning Series to view the features in discussion and drop in your questions. Our experts will be live in a few hours to field all your questions! Take me there >>
Departments Count have exceeded your plan
Users are getting this error in Zoho Desk when attempting to enable Departments. Cannot find anywhere where we can see our Departments limitation, or how to increase the departments limitation (only user licenses).
Chat - Canned Messages
Is there a code we can use in our canned messages to pull the customers name they provided when the customer initiates a chat through the live chat within Zoho desk. Almost like when you are creating a email notification template, you can use "${Cases.Contact Name}" and it will auto fill it with the contact name that was imputed on the chat menu. I want to do this for our canned responses. I do not want our agents to "accidentally" forgetting to input the customers name when using a canned response.
Integrate Desk with other Zoho Products
I already have Zoho invoice and Zoho Assist. I am trying a free trial of Zoho Desk but none of my customers show up, my company logo, nothing transfers over. Is there no way to get the data located in Zoho invoice over to Desk? Also, I would like my customers to be able to log into their Zoho Invoice Portal and create tickets for Zoho Desk. Is this possible?
Problem when marking a contact as an End User for the portal
I've created a contact view which filters the non-portal users. When I try to select one of the records on this list and try to add them as an End User then I do receive a warning message stating that this user has already been added as an End User to the portal. I don't have the option to disactivate this user as an End User but only the option to add them as an End User.
Add Multiple Fields to an Account
In Zoho Desk -- Accounts dont have a lot of fields. I want to add a field/Menu Item (dont really know) - much like the "Comments" menu in the Account. Have the ability to add more and more information while keeping track of the history. How can I achieved this? Thanks
Custom Voip SIP provider
Hi, I've seen that is possibile to integrate phone in zoho desk, I see I can attach it to some standard providers and to asterisk. It's possible to configure a custom ip voip trunk of another provider, I've URI, domain and user/password. It could be great for me
Zoho Desk Domain Mapping Issue
Hi, The domain mapping is not working from step 2 (see screenshot). I've done everything correctly and double checked it. Please help.
The KB Editor is automatically applying spacing to paragraphs when an article is edited
This spacing is being added before the lines. The editor doesn't have any spacing editing feature. We already tried to "clear the formatting" and then apply a font size to the paragraphs but the result didn't change. The editor shows the text without any spacing but when the article is released then the spacing is applied to the final page. We aren't copying and pasting any text to the editor when editing them. The original texts are being pasted from other sources which don't have any rich text
Paste image changed?
Hi I noticed that pasting images to replies was changed lately, something about it seems off now I can't properly resize image, I have the options of "original, best, small, remove" and when I try to manually resize the image it goes BERSERK and does some weird ultra-shrink to images with every slight movement of the mouse. Does this sound at all familiar?
Input time from tickets into ZOHO BOOKS Projects
Hi We are IT company for SMB's. We deliver services and we sell contract with Hours. For example, a customer can buy us 20 H/year or 40Hours / years. We manage contracts as projects in zoho book. Then we create a project with 40 hours. Each time a engineer goes to the custormer for maintenance, he input time in the project in zoho to debit the project. But in our contracts time from ticket should be debitted to the contract to. For example, if this customer has an issue and a ticket is created,
Can you enable ZIA in mi Desk portal
Our trial is: https://desk.zoho.com/support/berninisoftware
Format Text
Hi All , I need all the responses for tickets to be going out to the client on Verdana with Size 8 and left aligned by default for all the agents. How could I achieve this please . Thanks in advance !
Email forwarding
Hi guys, i want to forward my mails to Zoho Desk but they never show in the help center. I contacted my mail-server company an they tell me in their logs they can see, that mails from their server was sent. But they never show up in Zoho Desk. Everything i did was according to the manuals of Zoho Desk. Any ideas?
There is no way to edit the user information in the help center
I've tried to edit the names of some active users on the help center but I couldn't find a way to perform this task. The "users" section of the help center has editing capabilities for user accounts but it does directly link to the contact record on the contacts module when you press on the user name in the help center user editing screen. Editing the contact name on the contact module doesn't affect anything for the user record of the help center user record.
The force is strong with this integration.
You read that title right. You can now integrate Zoho Desk with Salesforce, and pull in a whole lot of customer context to boost your customer service efforts. This helps bring your sales and customer support teams closer together, without having to wait around for updates, or even switch applications! The integration, authenticated with OAuth, allows for one-way or two-way sync of customer data. Customer information gets pulled in from Salesforce, and can be updated either in bulk or periodically
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