Answer Bot option not visible
Hi there Zoho! In the last few months we have been filling several departments with a lot of articles. We had hoped to redirect our customers that contact us by chat automatically through a Bot. To test if this would be a solution, we wanted to activate
Filter on automatic closure email
Hello team. I want to send automatically an email when I close the ticket. T his mail contains the link to a survey created with Zoho Survey. For internal reason, I cannot send this mail for all the closed ticket, but I have to apply a filter on the domain
Can the reactive navbar in Helpcenter be disabled?
Hello, hello Can the reactive / adaptive navbar in the Helpcenter theme "Elegant" be disabled somehow? Please see attached image.
Customer View and Sumbit tickets with no log in required.
I want my customers to be able to view and sumbit tickets without having to create an account. is that possible? I have My options for customers to have to sign in off.
How can i Setup an auto-reply when clients reach us by email in Zoho Desk?
Hi, I would like to setup an auto-reply so when people sent us an email to warn us about a problem, they get an auto answer. I didn't find where i can set that, can you help me please? Thanks Alexis
Popular Articles Remove in Help Center Portal | ARTICLE REPORTS
Hi Zoho team, Will deleting Popular Articles in Help Center affect the Reports availability? Please let me know. Thank you. Best regards, Lizz
Extra fields in my area
Hi, currently for our business we only show title, department, creation time, ticket number and status in the main box in the "my area" section for customers. We are wanting to display more fields in here how do we add this customisation? In addition
How do I remove the right sidebar on Article pages?
Hello, I can't see the option but I am really hoping that there is an option to publish an article with full width. Please let me know. Thank you
auto-save attachments in replies
Hi, Is there a way to automatically take all attachments in replies and add them to the attachments of the ticket? Thanks Paul
Ticket email reply
Hi Zoho Team, When a ticket is created and we had a worlflow to send email notif to the requestor, and when the requestor replied to that email the reply will be added to the ticket thread. But we had an encountered as to which the requestor replied to
Internal Server Error when trying to connect Instagram to Social
Hi, I'm trying to set up a social connection with Desk, for Facebook and Instagram. Facebook is working fine, but when I try to add Instagram I get an "Internal Server Error" when reaching the final step (Yes, I have logged into my Facebook account, and
Send Update to Ticket Owner After X Days Regarding Open Ticket
Hi, I tried to set up an automation that sends agents template notifications if ticket status is open for more than 3 days. unfortunately, I start receiving the template notifications for tickets that are status Closed also. I'm not sure what I did wrong.
Emoji support in HTML email signatures
Hi Zoho team, First, congrats on the improvements created for Zoho Desk. I noticed a problem when trying to add an email signature to an agent. If the signature contains an emoji, it does not add in the agent signature area. Take this HTML signature, created with Bybrand, as an example. Note the emoji below the agent name. Signature with emoji When you try to add this content, only the part of the name is inserted. As an additional, to better exemplify, I recorded a quick video for understanding.
Possible to display custom link to our internal system in ticket view?
I'd like a link to our internal system to show up somewhere in the ticket view (ideally below the customer's name, but anywhere is fine). It could be as simple as https://mywebsite.com/admin/customers?email={customer_email_address} Is there an easy way
Undeliverable email and Unverified Sender on Desk tickets logged by email
We have recently changed over mail servers and had to re-arrange our mailboxes and aliases in each and since that time testing of tickets we have raised via email to Zoho Desk have been failing and not been created. We have several departments set up
Map more Jira fields
Hi, More and more we are creating links and new tickets in Jira through Zoho Desk. We have found however Desk does not map all fields or even give a customisation option as to which fields it maps when creating a new ticket in Jira. It would be great
Unable to preview attachments using Apple Safari on Mac
When attempting to preview an image attachment in Zoho desk the image will fail to load and present a "missing" icon in the middle of the display. This is using Safari 14.0.3 on macOS Big Sur 11.2.3.
Zoho Desk iOS app now supports task reminders
Hello All, In the latest version of the iOS Desk app (v2.6), we now support task reminder notifications. You can customize push notifications for task reminders in the Zoho Desk app and choose to set reminders on a particular day (or) set it before
Disable comments completely for Help Center Users
Hello all, I have a feeling I already know the answer to this, but I am going to ask it anyway... Is there any way (either in the Zoho Desk settings, or by Zoho Support on the back end) for comments to be completely disabled for the Help Center Users? We just don't have a need for them, and it has ended up causing confusion to the point where we really only want/need them to click Reply. I've attached 2 screenshots; what the ticket form currently looks like, and what I would like it to look like.
Zoho Desk Community Digest - August 2021
New Feature Multilingual support for the ASAP web widget is now available in Zoho Desk. You can now buy Zoho Lens inside Desk with 20% discount. Ticket Archiving - The Ticket Archiving flag is removed as the feature is now enabled for all accounts.
Average tickets per agent
In Zoho SupportI am trying to chart just the number of tickets closed per agent over a given period of time; daily through the week, through the month, etc. Can that be done?
Automatically ignore zohodesk email address.
Is there a way to get reply all to ignore the @....zohodesk.eu email address? It is messing with my workflow rules because Desk thinks that it gets an instant reply.
Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics which
Changing the CSS in my Help Center beyond the footer and header
I'm using the Elegant theme and I was wondering if there was a way to have access to all the style sheets instead of going through each element one by one in my browser inspector to set up the CSS customization. Urgently, I really need to update the articles body stylesheets to match the footer/ header, but also change all the orange accents throughout the site to another color. Thanks.
Creating Deadlines
We are trying to create deadlines for individual steps within a transition. Ex: in real estate transactions, each step(appraisal, repair negotiations, closing paperwork, mortgage inspections) has a deadline to meet to get to the ultimate deadline(closing
Zoho Desk Feature Roundup
Dear Customers, We hope you had a great time during the holidays. Before we step into the new year, we wanted to give you a quick update of how far we've come since Zoho Desk's release. So, here's a roundup of all the new features and enhancements we've introduced in Zoho Desk in 2017. Stay tuned for more exciting features to come!
ASAP KB analytics
Hello, Is it possible to get ASAP widget analytics somehow? The current insights are all about the Help Center and viewing articles there also for Google Analytics. This means we have no idea how and if our users are actually using/interacting with the
Assigning ticket to Agent that closes it?
I'm trying to clamp down on closed unassigned tickets. Is there a way to automatically assign the ticket to the agent that closed the ticket?
Deluge script assistance
I'm trying to figure out how to create a function in tickets (zoho desk) that would query past tickets from a contact until it found one that had a non-null value in a custom field, and then copy that value into the current ticket (same field) Can
Happiness Feedback
For agent happiness rating is that for every ticket they worked on or is it only if they're the owner of a ticket?
Don't Create Tickets when email is sent to zoho desk email
Hi, I am forwarding my company email to zoho desk email. I want to do this so that when users respond to their tickets and email my company email, the response gets stamped on the ticket in Zoho Desk. BUT I don't want emails sent to company emails to
Jira Integration
Hi, When an email is received in ZoHo, it doesn;t update the email within our Jira platform. Manually typed updates are copied up to Jira automatically. Is there a reason for this? Cheers
Prerender Open Graph Metadata
Prior to the switch over to the new templating engine, it seems as though Zoho Desk would prerender the Open Graph metadata directly into the HTML of the page. This means sites were able to easily scrape the Open Graph metadata and render previews in a straight forward manner. For example, we use Discourse as our community software and it previously did an amazing job rendering a small snippet about the help desk article whenever we link to them. Example: Unfortunately, after we were required to
Integration vendor from Books or CRM in Desk
Hi When your on partners relation viewed as vendor, it could be great to add vendors from CRM or at least Books in Desk as account and contacts. Obvioulsy it's not a complex functionality to add
Time Entry per agent Report
Hello , I Would like to build a weekly report , listing per agent , the full list of time entries (with created time / duration / relatated ticket ID) , but i can't see the Duration information about time entry in the pick list : Just to be 100% clear,
Zoho Desk Contacts Module | Contact Owner | Custom | Auto-Assign
Hi team, For clarification. 1. When a user signed up from the Help Center portal, Is the Contact Owner default assigned to the Support Administrator? 2. Can I add value to the Contact Owner field and auto-assign the Contact Owner to this custom value?
View Criteria for linked tickets (Parent-Child related tickets)
Could we have some filters which can be used on views about linked (parent-child relation) tickets please. The views that I'm looking for, do require the below filter items and visual guides: a view which lists only Parent tickets which have Child tickets
Zoho Desk stays updated with Apple's latest iOS 15 and iPadOS 15 release
Feature upgrades for enhanced productivity, focus and multitasking capabilities on-the-go! Apple has announced it's latest iOS 15 and iPad OS 15 updates for its users. The update comes with several functionalities to improve productivity, focus and multitasking
Zoho Desk website broken using Safari on iPadOS 15
The Zoho Desk website routinely breaks using Safari on iPadOS 15. All that’s needed to trigger the issue is to close safari with a Zoho Desk page open and then reopen Safari. The most common issues are the page being incorrectly zoomed in causing various
Contact Module
Hi Zoho Team, When a user registered on Help Center, basically the record will be recorded in Zoho Desk Customers module. And in Help center portal the user profile has email address. But in Zoho Desk view, the contact does not have email address, this
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