Help Center users can't be removed from groups
Hello, Zoho One user here. I have the following persistent problem: when an end-user (Help Center User) is added to a group, it can never be removed from it. When editing the user and hovering over the group name, it shows the red X, and when you click
Zoho Desk unavailable
Hello, I cannot enter in my Zoho Desk workspace, after loading for a while, the following message appears, translating for English: "Sorry for the trouble. Please try again after a while or report your problem in the feedback form below". I wanted to
Resent password to the End user
Hi All Please Could you help me? I have a End user, he don´t remember his password. How can I resent him his password again?
Multiple emails for agents causing issues with #original_sender forwarding
Our agents have multiple email address they use and emails from customers can come in on any one of them. All are set up in all of our Zoho products including Desk. We have to set one of them as default. The issue is if we forward from any email other
Removing Close Ticket and Ticket properties options from help center
Hey everyone, I'm looking to remove the end user's ability to edit ticket properties or close tickets through the ticket view page in the help centre. Currently users are able to see each other's tickets, which is great, but I don't want them able to
Can customer register himself?
I am browsing through zoho support and would like to let the customer to be able to track their own requests after submitting it. Is that possible? If not, when can this function be available?
Status Types and SLAs
As I see it, Zoho Desk has two Status Types: Open and Closed. Open has SLA timers running and Closed does not. However, there should be a 3rd (or better customizable) status type, like Pause. There is no way to pause SLA to reflect time awaiting things
Where/how do I get a nonce value for embedding Desk in a website?
The company that runs the website tells me that I give them the nonce value. I've read this document, and I'm unclear where/how to generate the nonce value. Embedding the ASAP Add-On on Sites with a Content Security Policy (zoho.com) Thanks, Ken
Zoho Desk very slow/laggy
Using Chrome 91.0.4472.77 no issues with other sites. it's always slow 100% of the time. Any suggestions?
Pick listvalues
What's the secret behind making new pick list values appear in the pick list? I go in, add a new value, click update, click save, re-search my ticket, go to the field and the value I just added is not there. I refresh the page and the value is
get user info from helpdesk with php + api
Using PHP + API, is it possible to search user desk customers by email to see if a customer exists and - if so - return their details? Code appreciated!
Delete Zoho Desk Account
I setup a test Desk account to see how it worked for a non-profit I was helping out. So it has their names in it and things like that. I was able to change everything but the email domain which reads @nerna.zohodesk.com which I do not want it to read,
Ticket will be re-opened with a new ticket number
please help me, if the customer replies email, but the ticket has been closed, then the ticket will be re-opened with a new ticket number like the first time they contacted us. it is possible ?
Copy and paste snippet images to KB article
Hi team, We used to be able to copy images from snipping tools directly into the KB article text box. Now it doesn't work anymore, and we have to insert the image manually via the insert image button. Can someone please check this? Thank you.
Manual Translation file/list
Hi, We have a problem with the existing translations and phrases used in our local and English language. I would like a page where we can export / import the translation file used so we can change everything we want to in both our local language and in
Unable to export report
What is the appropriate user role or permission to allow him to export reports? Currently, users can create their own reports, but the Export As options are not allowed, not even for their own Custom Reports.
Redirect after ticket submission?
Is it possible to redirect a user after they have submitted a support ticket through the help centre? At the moment just a quick popup tells a user they have submitted a ticket, then the site redirects to the help centre home, without the user really
Zoho Twilio Phone Bridge - Transfer Calls Between Agents Frequently Drops Calls
When transferring calls between agents, we consistently drop the call.
Edit Draft KB Article = Permissions Error
I have a user (manager, support administrator access with all KB options selected in the profile) who is getting a permissions error when editing his own article. The article is in draft status and we do not have any reviewers for this category. I'm out
Monitoring agent responses
In order to do quality checks on agents' responses to tickets, I would like to be able to see all outgoing e-mail responses. Not like Review, which will need my approval for every e-mail sent, but just a list of all answers per agent, that I can check
Customise Help Centre footer
Since it's still not possible to have SSO and link my users to the KB, I'm trying to customise the footer in the KB so that the SUBMIT A TICKET button links to my site where they can contact us. (When they do this certain user information is also added
minutesSpent predefined
Hi, We are using Time Tracking and we want to pre-define options which Agents can choose from. We only enter time in 0 / 15 / 30 / 45 minutes format. If we work 1 hour for a customer it is 1 hour 0 minutes. If we work 1 hour 05 minutes then it's 1 hour
Collect ASAP questions
Is there a way to collect the questions asked by users to ASAP so that we analyse them and see what people need? Thanks!
Master Tickets
Dear Zoho Desk, I would really like the functionality to create a "Master ticket" by connecting other tickets to it. If the "Master ticket" is closed then all of the connected tickets are closed/solved as well. In other words the "Master ticket" can be the "Problem" where all tickets connected to it are "Incidents". If the "Problem" is solved then the connected "Incidents" are considered solved as well and will be closed. Additionally the "Incidents" would receive a comment (or similar) with the
Search not finding articles in the Help Centre
Whenever I use the search function in the Help Centre or even the Insert Article as Link in the article editing window, the search does not always find valid articles even when I know for certain that those articles exist. Even when I put in a keyword
Translating the Help Center contact form
Hello On the bottom of the Help Center KB there is a contact form. We're using the (beta) multilingual feature. When switching from our default language (Swedish) to English, there is a word in two places that isn't translated. Can I translate this word
Round Robin between multiple teams
The round robin rule for teams only allows selection of one team. Will it be possible to select multiple teams so that items that fit the criteria will rotate betwedn teams?
Link to edit article direct from Help Centre/KB
There is not a Sign In on our Help Centre/KB (as it won't link to our current users!). However, it would be really useful to have a link on each page of the HC/KB so that when an agent is browsing the HC/KB they could click on this to directly go to the
Export Tickets Bug
When all tickets file is exported from data administration, the latest ticket is dated March 11, 2021. The export file is not having tickets after March 11. It seems there is an error, please fix it urgently.
Close an 'on hold' ticket after 48 hours
I have a workflow set up so that once a ticket has been answered, it's put into an ON HOLD state. But how do I add a second workflow to that so that any ticket which has been in ON HOLD for over 48 hours but WITHOUT a response from the client is then
Exchange mailbox without forwarding
Hi, We have some customers who don't want us to send data outside the EU (due to GPDR - General Data Protection Regulation). As we don't know what happens with the emails with the current forwarding solutions (forward to xx @zohodesk) we want Zoho Desk
Unsubscribe after being tagged in a ticket
Our agents noticed that once they're tagged in a ticket, they forever receive every notification for that ticket. Is there a way for them to unsubscribe or limit those? If not, I think it would be a good feature to allow digest notifications (like a summary
Zoho Desk Community Digest - March 2021
New Features Introduced the Skill-Based Assignment capability, which helps you automatically assign tickets to agents, based on the skills (areas of expertise) attributed to them. Introduced the Backup UI functionality, which helps you download data
Can Classifications be modified?
See subject line. We are interested in using these to track different types of tasks we regularly do (software update, report customization, troubleshooting) I've searched through the Setup-Customize area without any luck. Thanks!
Font size 10px -> 12px
Hi Zoho, I think you noticed that the default font you propose to use in ticket replies and community forums is smaller than client ones. Our messages are always displayed in a smaller fonts than customer ones. Please standardise this, make default font size a bit bigger. Regards, Andrey
Zoho Desk more products per ticket
Hi, I didn't get if is possible to assign more products per each ticket. Could you support?
How to set a "mandatory attachment field" as a trigger of another field?
I need to make it mandatory for my agent to attach a file in some tickets, depending on how was the issue resolved, but I haven't found anything that allows me to do it. I found alternate solutions, but any of these are ideal: To add an URL field as mandatory
Notifying customer when a ticket has been assigned
Hi guys, Just setting up Zoho Desk for my organisation. Currently when a customer creates a ticket (in portal or email), they get a auto notification saying ticket is created, and we'll get back to them soon. As a manager, I can then 'assign' the ticket to an agent. How do I setup the system so that the end-customer gets a notification from the system saying that the ticket is now assigned to $agent.... ??
How to Add Video Gallery or Carousel to Zoho Desk KB?
Is there a way to add a Video Library in Zoho Desk KB, so that rather than navigating through many articles to find a link, or trying various search terms, someone can go to a single library page with all of the How To Videos available, or at least the top 15 or so? They are common pages, Zoho even has a number of tutorial video help pages for the various products. How can we do that in Desk? We have 4 dozen how-to training videos, a scrollable library with graphic thumbnails would help. https://www.zoho.com/campaigns/videos.html
Is there undocumented API call to set the Template attribute for create ticket?
Is there undocumented API call to set the Template attribute for create ticket?
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