Cant submit ticket from Help Center
Hi Zoho Desk Team, Every time we submit a ticket, it does not create a ticket. Wondering what the problem is since the system does not show error message, it just scrolling up to the screen. Hoping for your response. Thank you!
Set Expiry Date for Customer Happiness
Hi Team. I'd like to know if it is possible to set an expiration date for Customer Happiness responses - meaning ratings submitted beyond the set expiry will not be accepted or included anymore in the reports.
Your Help Center just got a lot more customizable!
Self-service is becoming one of the fastest and most useful ways of supporting your customers. In the age of the internet, customers tend to look up solutions on their own before contacting customer service. This is beneficial to both brands and customers, as support requests can be solved even before they are raised. If you're a brand looking to provide top-notch self-service, building an informative help center is a step in the right direction. Customizing it further to emulate your brand's
Find all and replace in Knowledge Base articles
Hello, We have currently a lot of articles in our knowledge base, but a lot of them contains a broken link that needs to be replace. Is it possible to replace all occurences of the link instead of going through each article and replace every link one by one ? Thanks
Limiting access to a department in help center
In Zoho Desk you can show tickets in the help center, is there a way to limit it so that only a subset of users can view tickets submitted to a department or is it all or nothing? Concept is Department 1 is a general use department and the default for
Zoho One and Zoho Desk Performance
I'm not sure what you did with the roll out of the new Zoho One, but the Zoho Desk performance problems have been resolved! It's moving along quite fast now. Vast improvement. Thank you!
Zoho Desk latest Android app will now take you to the attachment section with a tap
Hello All, In the latest version of the Zoho Desk Android app(v2.4.25) when a user taps the attachment icon in a thread, it’ll scroll down directly to the attachment section of the thread. You can update the app either from the Play Store directly
How do I turn off automatic portal invitation?
I've searched through settings and help documentation without any luck. Currently if someone submits a ticket the system invites them to sign up for the "self-service portal". Where would I turn this off? Thank You
Manage ticket visibility for contacts of the same account in the help center - Wrong default
Hello, look at https://help.zoho.com/portal/en/kb/desk/faqs/articles/managing-ticket-visibility-for-contacts-of-the-same-account-in-the-help-center By default, a contact can track all tickets raised from their primary account, which can be disabled if
"Start Sync" button not working on CRM - Desk integration
Hi! I added the Zoho CRM integration from Marketplace and authenticated. Next, on the page "Configure Accounts and Contacts Sync" I selected Two-way Sync, Email(Primary) for mapping and mapped the fields for Accounts and Contacts. The "Start Sync" button
Zoho Desk Community Digest - September 2021
New Feature Multiple account handling is now available in ASAP web widget ticket form and detail page properties. Other Enhancements Webhook URL failure handling - If a webhook has more than 100 failure events within an hour, the webhook will then be
Magento Extension for Zoho Desk
Customer support is key to a successful e-commerce business. It's crucial that your Support Team have the HelpDesk Software like Zoho desk to engage on the front lines with customers, who prefer almost immediate responses to their queries. If you want
Dashboard: Number of Requests per day/week/month
Can anyone tell me how i can setup a (line) chart inside the Zoho Support Dashboard with the number of requests per day, week or month? I want a grand summary for my projects larger and longer than the weekly summary on the homepage. I tried it by grouping
Setting Priority to only agents and Admins
Hello, The priority's box permission won't change even in field permissions or ticket properties, it just says mandatory field cannot be changed. This is bad because our trust of 12,000 should not have access to this as we set the priority's within our
How can I reduce an attachment file size in my Help Center?
I would like to prevent too large files from being attached to a forum on ZD. The max size of file is 20MB now but I think it is too much and some users attache unnecessary files with their ticket submission. Is there a way to set the max file size in
How can I activate a popup with Private Policy agreement for my Help Center website visitors?
Every new visitor of my Help Center should be informed about cookies. Where can I find a setting with that feature?
Having products in different versions with life cycle - field dependencies
Hi. My use case is we are having different products having different versioning scheme. So while one product is in version 10 the other is still in version 3. I want to set up field dependencies. So if an agent in a ticket chose from the product field
Ticket SLA
Hi Zoho Desk Team, Is there a way to revoke SLA from a ticket? Say for example, ticket 1 priority is High and SLA is 3 hours resolution time. But anytime I want to remove the SLA. Basically i want an option to remove the SLA anytime i want. Like when
Zoho Desk - Average Thread Count per Account
Hi, It looks like Zoho Desk has a selectable field criteria for 'Number of Threads' in each ticket. How would I get average thread count each month for each client/ account? This is an important metric because too few threads might indicate an abandoned
E-Mail Replies create new ticket with same Ticket ID
Hi, A customer can send an e-mail to our support address, and a ticket is created in Zoho Support - Correct behaviour. Our agent can reply to the ticket from the Zoho Support interface and the customer receives the reply as an e-mail - Correct behaviour. The customer then replies to that e-mail, but a new ticket is created within Zoho Support - Incorrect behaviour. The continual replies between support and customer should be in one ticket until the ticket is closed. The replies from the customer
Cliq Integration Error. Can't get notifications on Cliq Deskbot
Hello, as you can watch on this screenshot, I am unable to get Cliq and Desk integration to work. I don't get auto notifications, even when they would be triggered, and commands won't work.
desk-mailer's reply doesn't follow the "Reply-to" of the inbound mail
desk-mailer replys the inbound mail uses the "From" instead of "ReplyTo" field. Expected behaviour should be replys to the mail addressof "ReplyTo" field.
Hyperlink to Specific Ticket Record in Email Template
Is it possible to hyperlink a text to a specific Agent Ticket URL in an email template? See image below for visual reference. I tried to put Ticket Id > Agent Ticket URL placeholder in the web address but it becomes null upon save.
Dependency fields based on accounts in Zoho Desk
We have recently started to use Zoho Desk and I'd like to know if there's a way to make child fields to get values based on an account or organization itself. For example, we manage tickets for several accounts but we also identify tickets based on their
create an help center article with predefined format from within a ticket
Hi. Trying to fulfill a use case which I guess applies to most support service organizations. I want agents to raise a request for creation of an help center article when they figure out that they are asked the same question in a ticket over and over
Signature Validation Error
Today when my users try to login they get a Signature Validation Error. This occurs after they enter their username and password. This was working for 1 year. Today my help desk renewed. Can that be the cause? https://helpdesk.nohc.com/portal/
Create an Event in Outlook calendar for assigned Agent
Hi team, I was testing ZOHO desk for 15 days (trial) to get familiar with this tool. I am now wondering whether ZOHO DESK can somehow send/create an event in agent's calendar that is assigned to a TICKET. We are using Outlook 365. If not, is there a
What happen if I chage the company name?
I changed the name of the company and I had several problems, in the email templates they changed the outgoing mail, and rules that were temporarily deactivated were enabled. Does anyone know what could have happened?
Total hold time in a certain Status
I want to know how long the total hold time is in a certain status. For example, I have a status with the name of the insurance process (hold type). I want to know, how long is the total holding time of the ticket in the insurance process status based
Custom Dashboard Filters
Hi Zoho Desk Team, Is there a way to add filters on Custom Dashboard that we made?
Synchronization with Zoho : FIELD: null
Hello, I have done the contact synchronization between Zoho Desk and CRM but I have a lot of contacts with the "First name: null". I understand that this is because the customers did not have a first name established. Is there any way to massively remove
Can't change resolution message
Hello! Our team is in the process of testing Zoho desk. So far, I have successfully changed several of the notifcation messages sent to customers (new ticket / confirmation of a ticket answer / ticket closed). However, what I can't find is a way to change
address and other contacts filed in help desk registration form
Hi! How can make visible "address" field of the contact in the account managment data: portal/it/profile#manageaccount ?
Zoho Desk | Disable Revoke Blueprint Option
Good day Zoho Team! Is there a way to disable Revoke Blueprint option? If yes, please let me know how to disable this option. Any help would be greatly appreciated. Thank you. Best regards, Lizz
Adding additional information to invoice
Hello, Has anyone figured out a way to add any notes that are written under conversation, resolution or time entries note that can carry over to the invoice? We do service work and write up what we do on our tickets. The only place to have this carry
Picklist field maximum number of values
Hi, Would like to inquire on what is the maximum number of values that can be added to a picklist field?
Create Support Article from Existing HTML and Images
I need to 'import' dozens of existing support articles into Zoho. Each existing HTML support document has many images both large and small. The images and the text content all need to move to Zoho. The images cannot be hosted separately. Is there any way of importing both the HTML AND the images into a Zoho support article? It would be a huge amount of work to do the images one at a time with the 'add image' button.
SLA On hold (Manually)
Hi Zoho Desk Team, Is it possible to put the ticket SLA on hold manually? Say for example Agent 1 wants to on hold the SLA regardless of the ticket status. Hoping for your response. Best Regards, George Jr.
Suspending the SLA timer depending on Status
When we define a ticket Status, we need to be able to mark if the SLA timer stops or not. For example, if we are working a ticket and are waiting on a response from the requester for more details, the timer needs to be stopped. Is there some way withing
Customer Happiness Random
Hi Zoho Desk Team, Is it possible to have the Customer Happiness Rating randomised? By this, we want the system to randomly select a rating and not by the requestor. Best Regards, George Jr.
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