Ticket assignment notification?
Hi, Is there a way to automate a notification to a contact when a ticket has been assigned to an agent? I can see that there is the field under agent notifications but not under contact? We would like the keep the receiving new ticket notification but
Invite External People to Event in Zoho Desk
Hello, Can I add external people to an event I create in activities in the Zoho Desk? I can see that I have the option to add Contact Name under my event but when I create my event the Contact Name I enter (that has an email connected to him) doesn't
When will the Auto Tags feature be implemented?
You did add the "Auto Tagging" feature to Desk when Zia was announced but since then we are still waiting to see the effects of this feature. Could you please share an estimated date for it to be implemented into Zia.
Zoho Desk Android app supports file encryption within the app
Hello Everyone, In the latest version of the Android Desk app (v2.4.24) the files that are cached in the Zoho Desk app's private space will be encrypted. This is supported from Android OS version 6.0 and above. You can update the app either from the
Integrating Zoho Solutions (Knowledgebase)in Wordpress site
Hi, I'm wondering if there is an easy way to integrate the Zoho Solutions (Knowledgebase) into an external website, like Wordpress? I would like my clients to be able to access the knowledgebase from our main site. Thanks!
Spam Detection Free Edition
Hi, We are trying trialing Desk as a replacement for our new ticketing system but all emails are flagged as spam, we have disabled the spam detection filter under general settings though this doesn't seem to do anything. Is it not possible to disable
Update Ticket description
Need help asap. I am trying to update description and found out i cant send html formatted string in xml. Its failing. https://desk.zoho.com/api/xml/requests/updaterecords?authtoken=..........&portal=.....&department=.....&xml=<?xml version='1.0' encoding='UTF-8'?><response><row no='1'><fl val='Description'>'asdf asdf asdf /nasdf <u>asdf asdf/n</u>asdfasdf<font size="5"> asdf asdf asfd /n</font>asdf asdf /nasdf/n'</fl><fl val='Status'>Closed</fl><fl val='Read Status'>False</fl><fl val='is
Copying the Help center article in to another another article
I would like to copy the Help center article into another another topic. i have seen a option for moving the article into another topic but not copying. please tell me how to copy the article.
How can I associate more than one department to a category in my KB after enabling the multi-branding?
Hi there, Before enabling the multi-branding I was able to add a new category in my KB and associate it to more than one department, which became impossible after creating a new help centre for one of my departments. I am trying to add a new category
Support breadcrumbs inside KB articles inside ASAP widget
As the title says, it would be nice to have breadcrumbs so user can navigate to the Home section. While the Back button also works quite well for this purpose, the breadcrumbs obviously adds another layer of information by explicitly showing the hierarchy
When will the table view feature be released for the Accounts and the Contacts modules?
This is definitely a necessity when working within these modules for data manipulation purposes. We are modifying certain fields on the Account records and it becomes really hard to find your last edit after a while. Also looking for incorrect values on a bunch of records is impossible without a customized view (table view) on these modules.
Failed to Post your Comment error
Hello Team, Some of the team that works on the replies from Zoho Desk are experiencing the following issue when trying to reply tickets: This is issue does not happens all the time but it is consistent, is there anything I can do on my end to solve the
MSP - how best to manage multiple customers
Hi Zoho, I'm currently evaluating Zoho Desk. I run an MSP which means I support multiple external companies. As such, I'd be using Zoho Desk to track tickets and tasks and the associated time spent. But ideally I want to group users and their tickets in to "customers" so that I can generate reports to show what work was done for a particular customer. I don't really see any obvious path to do this in Zoho Desk. There are 'Departments' - so I could create a Department for each customer. But this doesn't
Slack for Desk
We are considering integrating our Slack channel to Desk. Right now most of our client support issues come from our slack channels. it has been a challenge to get our clients using Zoho Desk to create tickets so I'm wondering can a client create a ticket
Uploading new version of an image in Gallery does not update related articles
Hello, Within the Gallery, we have the option to upload a new version of an image (or any media). However this does not reflect on knowledge articles that are already using these images. For example: Create a Knowledge Article where you insert an image.
How do i mass delete contacts?
as per subject.
How to put a Support Request 'On Hold' and postpone the due date
Hello, In Zoho Support I have edited a Support Request's Status to 'On Hold'. The Due Date for the Request stays the same, and whilst the Request is on hold the Due Date can pass. What I'd like is to be able to postpone the Due Date whilst the Request is on hold. So, if a Request is due in 30 minutes, and I put it on hold for 2 hours before opening it back up, the Due Date is still 30 minutes away. Basically I want to stop the countdown to Due Date whilst on hold. I've tried implementing a Workflow
Filter in views dynamically show logged in user
When creating a custom view, is there a way that a dynamic reference to the logged in user can be added to the Ticket Owner field. This would be massively useful to create custom views that show tickets relevant to the current user. The same would be useful for teams too. Thanks David
Support variable width in ASAP widget
At the moment, it is not possible to pull the rim of the ASAP widget and drag it so that the width of the ASAP widget can be increased. When viewing help articles with lots of images, I can see from my user testing that people attempt to pull (and expand)
"View Article on Knowledge Base" external link in the ASAP widget is too small, has no tooltip
There is a link to jump to the actual KB site on each article inside the ASAP widget. Unfortunately, it is very hard to notice, and even if someone hovers on it, it doesn't show any tooltip indicating what will happen if the user were to click on that
Zoho Desk unresponsive on Microsoft Edge
I have Edge, Firefox and Chrome browsers installed on my PC. Zoho Desk on Edge is barely usable. Clicking on any option, even for example to remove someone from a reply, causes the message "Wait. The page is not responding". This can last for anything
Reminder Notification Agent Team A to Agent Team B
I want when the agent of team A changes the status to follow-up to the claim, there will be a notification to the agent of team B. and if team B doesn't respond to what team A has mentioned in a private comment within 6 hours, then a reminder will be
Blueprint Criteria and Dates
When reviewing the criteria for BluePrints there is the ability to reference On Hold Time for example. The options are is Current Time, and Custom which is choose another date. Is the custom time a relative time? Like when you set it to a week out or
Zoho Desk | Social | Facebook Message Keyword Length
Hi Zoho Team, Can you please answer this inquiry: How long the Facebook message keyword length can go?
Contract with multiple product
In my business we make support assistance for only one software with more than one module. In our Zoho Desk istance a module is a product. Is there any way to create a contract with multiple products? Or is there any way to use the same sla for more than
Automate Ticket Status Update
I'm setting up SLAs and would like to automatically update a ticket's status to 'Escalated' once either Response or Resolution times has lapsed. I already tried using Workflows but neither 'Is Escalated' nor 'Is Overdue' would trigger it. Is this even
Can i fill ticket's fields from ticket that came from support email ?
My company use zoho desk, we get tickets from integromat and from support email. From integromat i can control what will be in each field of my tickets, Is there a way to do so with the tickets that came from the support email?
Can you create a report or dashboard that displays the tickets by hour and priority
We need a report that shows the number of tickets by hour and priority, is this possible?
SLA Target Condition limit
Hi Zoho Team, How many condition / criteria can I add to a Target? Is there a limit? Best Regards, George Jr.
Reopen Tickets on Forum Post
Is it possible to reopen the closed ticket when there has been a new post to a Forum post?
Introducing Shopify, HoduCC, Zapier, Salesforce and 15 more extensions for Zoho Desk
Deliver stellar customer service and win customer loyalty with Zoho Desk. Here's a list of all new extensions for Zoho Desk released in the third quarter of 2021. Connect your favourite business apps with Zoho Desk in a snap without writing a single-line
SLA Resolution overdue - Update ticket status
Hi Zoho Team, Is it possible to auto update the ticket status if resolution SLA is breached? Best Regards, George Jr.
Zoho Desk - Emails not loading in portal and cant send email
Hi, At the moment we are having problems with incoming and outgoing mails. When trying to open a ticket, we get an error 'Content not available'. When trying to send an email we get the following message, Email reply failed from being sent! Momentary
Due Date Time Zone in Email
In the initial acknowledgement email to a contact, I'm including the Due Date (which includes time). My issue is that the time is showing in UTC and not the local time zone. Is there a formatting code to add to the email to adjust for the time zone
How can I setup my Desk homepage to be identical to the zoho desk homepage?
https://help.zoho.com/portal/en/home I would love to have this same design and functionality. Especially the login popups.
Is there a way to forward ticket to email
Hi, Is there a way to set up a rule if a ticket comes in from a specific email address, to automatically forward that email (ticket) to a different email address outside of zoho desk and close the ticket?
Emails are getting forwarded to zoho email but aren't appearing
External emails aren't appearing in desk. O365 is forwarding it to the zoho email but they aren't appearing in desk.
Help Center login issue on Mac
One of our new customers has issues signing in on their Mac. They did mention that their browser does warn them about some disabled cookies but even after enabling the cookies they still can't sign-in to the system. Please see below for their message
Unable to disable 'agent added comment' notifications
^ advice from Zoho chat support When in Zoho Desk, agents receive notifications in the top-right of the browser under the bell. These can be controlled in some ways, but there are notifications that come through constantly whenever another agent adds
Help centre forms
Hi team - need some assistance with Help Centre forms please - struggling to show mandatory fields in the from end Help Centre, fields show in the form layout in Agent view in desk, but not in customer view in help Centre. Thankyou.
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