WhatsApp for Zoho Desk is now open for beta access!
Greetings from Zoho Desk! We are thrilled to announce that WhatsApp for Zoho Desk, powered by Twilio, is now available for beta access. Multichannel customer service doesn't completely serve its purpose until you support customers in channels that are most convenient to them. It makes the customer's life easier when getting an issue resolved is as simple and quick as talking to a friend. With over two billion users worldwide, WhatsApp is the most popular chat application around the world. This
Converting email body as Ticket Description
Good Day We are currently creating tickets from EMAIL and exploring workflow option for handling tickets automatically. One of our use case is to check a unique content from the body of an email and update the status of the created ticket for which we
ZOHO Desk doesn't work
We cant login to any account. The screen below.
Add posibility to select format for currency, decimal and integer fields
Right now it is not possible to select the format of currency, decimal and integer fields. For example, different clients prefer to use "." or "," special characters to separate thousands or decimals. A few examples which could be useful are: 1.234.567,89
notificatioin mail on receiving new ticket in different languages
hi community. I am setting up mail notifications for a global support team. We have customers all over the globe and I would like to have the mail templates sent in different languages, depending on the language chosen in the ticket. Is there any way
Using Same Custom Field in Multiple Departments
We have a custom field of type "Pick List" with over 50 options in it. We want this same list to be available for more than one department. In the other departments, none of the values we have setup for this field exist though. So my question is: Is there
Ticket Field Permissions
Hi, I seem to have found an issue/oversight with field permissions for tickets. It seems you cannot have different permissions for the same fields across different layouts/departments. My specific use-case is we have a department for our internal staff
Dead link to the slave merged ticket
Hi Zoho When we merge tickets we lose the possibility to access tickets that were merged as slave. Please associate the slave URLs to the corresponding masters. Regards, Andrey
Ticket information add address in contact header
Hi Zoho Desk Team, Is there a way or is it possible to add the contact or the accounts name's address / country in the ticket information?
Using the API to write/read data to a Custom field collection
We when create our tickets, we are selecting from a dropdown list of values. We would like to using the API add more values to the list so they can be selected. For example this is the ticket data. from https://desk.zoho.com/api/v1/tickets/394 .....
CRM Related List - How to View in Desk
I have the Desk / CRM integration enabled. It seems to work fairly well, with agents able to pull up basic CRM info from Desk. However, one of the key pieces of information that would be helpful for agents - what product(s) the customer bought and when
Duplicate tickets in Zoho Desk
Hello, We have always a dupicate message when a customer answers to a ticket. I don't know where to set up this
Need to search keywords in comments
Hello Team, I need to search keywords (or more specifically a number) in a comment but actually it is not possible. For example when I search a "case number" like "123456789" in a comment it does not find ... Is there an option to activate ? Thanks
Zoho Desk cant access
Hi Zoho Desk Team, Facing this issue when accessing the url desk.zoho.com Asking for your advise Thank you!
Feature Request on Ticket Number Ticket
It would be nice if the ticket number in a ticket near the subject line was a hyperlink to the ticket. This would allow us to easily copy the ticket number and subject and share it with a clickable hyperlink (since the URL doesn't actually display the
Permissions Management for Required Fields
I want to be able to allow some users to edit some fields on accounts or contacts, but not other fields. It seems I am unable to set reader permission on the Account Name field and as a result the end users will need to be read only because we cannot
Public Dashboard Question
When accessing Reports > Dashboards there is a grouping called public dashboards. I don't see any documentation on what this means. Can you please let me know what public dashboards mean?
Invalid API Key
More than 1/2 our user base has not been able to get into our ZOHO desk app today. This morning out of nowhere users are getting the following error: {"result":"failure","cause":"Invalid APIKey"} I already put a ticket in this morning at around 8:30-9:00 and have not had a response, ETA, or any other type of information. What is the cause of this error? Nothing has changed on our end and it was working fine the previous day.
Email to all contacts, e.g. notification about downtime
Is it possible to write an email to all contacts which are signed up to the help center for example to notify my customers about a maintenance or downtime or change? Regards
Zohodesk Advanced Web Form redirection problem
Hi, I am encountering web form redirection error. Once user submits the form, the form will then create a ticket but do not redirect on the same web form. as the instruction specified, if we want to redirect on the same form, we should input asterisk
Make a read only version of KB permalink available without a login
Is it possible to publish a permalink on a Read-Only mode to users without a login. Anyone wanting to engage (Comment / Like) on the link needs to login, but for users, who are outside and need it for a handy reference, is it possible to view the link
Making Attachment mandatory when sending a ticket
Hi guys! Is it possible to set the Attachment as mandatory when creating a new ticket? Or even making it mandatory conditionally would be the ideal, as in "If this field is "xxxx", then an attachment is mandatory". I found this for all other fields and it works great, but I couldn't find the option for the attachment. Thanks!
Hiding a ticket from account
Hello, We are looking for best practices around making a ticket "internal". Our customers are able to view all tickets associated with their account via the help center. However, we have multiple scenarios for tickets that need to be aligned with the account, but "hidden" from contacts within the account. I noticed an idea to use another department and make it private, but that requires a bit of administration overhead, especially around reporting and ticket movement. Ideally a checkbox indicating
ticket not show
ticket 108 is not show on page all ticket
Email template translation
Hello! Can you help me to understand how to translate email templates quickly from English to my language (Italian)? I have over 10 departments and there are about 70 Email Templates per department. It looks like a huge job. Is there an alternative way
Views accessible in multiple departments
I've noticed views are specific to department. This makes sense for tickets, but for stuff like contacts and accounts it's somewhat confusing to have to recreate them for each department, and then they disappear all together when you select all departments
Ticket reassignment to original ticket owner
Hi Zoho team! Is there a way to reassign the ticket to the original ticket owner? Like when ticket is newly created the ticket owner is Agent1, when i created a workflow to assign the ticket to agent2 when status is In Progress But in For Closure status
Emails that have multiple contacts in cc
Hi there, I am thinking about using desk to manage all emails that are sent to our project management team. Often there are multiple people included in the emails, more people from the customer and more project managers from our side. When this happens
Automatically prevent some contacts from being CC'd
Is there a way to automatically remove certain contacts from the CC of a ticket? There is one email address which is included as a cc on several tickets, however we would like it to not be included in future correspondence, so we would like to automatically
Feature Request: Add an Agent View tab on Agent Management Screen
Please add another tab that shows full agents. Currently there is All Agents and Light Agents. It would be great to see a list of agents that are not Light Agents.
Get all tickets with zoho desk API
- How can i get tickets based on grater then specific date (e.g url/api/v1/tickets?where created time > 20/07/2021) ? - How can i get the 'Agent response time' with API call ? - Can i get tickets based on offset ? Thank you.
Draft Email Reply Using Template
Hi, I searched and searched but to no success. Is it possible to draft an email reply and use a template for that? Using custom function, of course. Thanks
Ticket Auto-close by requestor reply (email)
Hi Zoho Desk Team, Is there a way to close a ticket via keyword when requestor replies something like "close ticket" Apparently the only option available in the workflow criteria is the "Recent comment" Assuming that the only option is through custom
Automatically complete a task as part of a blueprint transition
Is there a way to complete a task as part of a blueprint transition? For one department, every case gets a list of tasks. It would be nice to complete these with the related transition, however when I add this when completed, it just adds another ta
Webform ticket
Hi Zoho Desk Team, May I have a detailed information about this line? And what does this mean? This ticket is from the webform Thank you.
Parse info from email to Zohodesk fields
Hi We have a support form on our website that sends an email to the zoho desk, as follows: Request_Type: Maintenance Source: Website Submit_Date: 16/12/2019 Submit_Time: 11:59 Contact_Name: Jane Smith Contact_Email: jane.smith@customer.com Building: 'Building
Add contact to CRM without two-way sync DESK
Hi, For our company we cannot use the two-way sync DESK <-> CRM, because it will fill our CRM database with loads of unusable leads/accounts. Therefore we have set the sync to one-way. Though, in some cases we WOULD like a new contact to be added (to
Customize a task that is auto created from a blueprint transition?
I have a blueprint where one of the transitions creates a new task attached to that ticket. I would like to be able to customize that task with input from the agent during the transition. Is it possible for the agent to enter info that is added to the
ZIA for Desk in EU
Hi! When ZIA for Desk will be available in EU?
Make an ITIL/ITSM system, add Assets tracker and so on
Dear Zoho Support team, I know you corporation has very interestring services and products on: http://www.manageengine.com/ I'm very interested in ServiceDesk Plus functionatily, such as: ITIL/ITSM ready, Assets tracker and other things: http://www.manageengine.com/products/service-desk/help-desk-features.html
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