Is it possible to use a custom list field to control blueprint, rather than the default "Status" field?
Is it possible to use a custom list field to control blueprint, rather than the default "Status" field?
Exportinf Zoho Desk Data
I'm exporting some data from my Zoho Desk to do some analysis, but as I have more than 3000 tickets in my account when exporting, I have the 3000 records limitation. I would like to know if there is a way to export more than 3000 records, or if I may
Block certain fields after first input
Hi, We have a few options in the Help Center form which a customer can fill in. We want to block some of that fields so the customer cannot change their initial inputs. Those fields must be blocked for editing for Agents also (except Support Administrators).
How can we download for storage/reference all our KB articles?
How can we download for storage/reference all our KB articles? We'd like a local copy for reference/backup. Thanks.
turn single email into ticket
I understand I can turn all emails into tickets, but is there a simple way to turn a single email sent to @zohomail.eu into a helpdesk ticket?
Zoho Desk Report
Dear support team, im a new here and zoho desk so could you help me ? I just wanna learn, are there any reports below? you can just yes or no :) Measurement of call times Infrastructure to calculate solution time against demand Average Resolution Time Average first response time SLA Compliance rate Resolution rate at first call Number of repeated events Pending Requests report Re-request opening rate Cost per request Customer satisfaction report Number of tickets by category Number of tickets based
Importing Accounts from Zoho Subscriptions
Hi, we'd like to know if there is any way we can import or sync our customer information from Subscriptions into Desk (in Desk the information is incorrect and/or out of date). We would be happy to delete all existing customer account data in Desk if
images disappear from ticket after sending
Hi, we are testing Zoho Desk and have come across the issue that when we send replies containing images that, when you click send, the image are visible in the message history for a fraction of a second and then disappear to be replaced by error icons.
Typing Lag
Hi guys. I'm experiencing lag when typing replies to tickets. At first I thought it might be my office computer, but I'm experiencing it also on my home computer. Basically when typing, keystrokes don't register straight away. You can type a word for
Automatically send ticket reply (from template) based on ticket status and status change date
Dear community, We use Zoho Desk for a repair shop. When we're done with a customer and send the item back by courier, we change the ticket status to Outgoing. We would like to be able to automatically send a reply to the customer to ask for a review
SLA Due Date reset/clear
Can I get some clarification on how the Due Date is reset/cleared during a ticket lifecycle? Take the following example: A Ticket is opened with a Medium Priority The associated account has an SLA A Due Date is set by the SLA config to 8 hrs The problem
2 hour notice
Hello, I want to send out an email notification to the Agents if a ticket is on a certain status for 2 hours or more. How do i do that? With Workflows i cannot specifiy a "2 hour"-period.
Community Restrictions & Lockouts
Hello, We identified a huge concern for us within the restrictions inside the community. We have department forums we would like to have some restrictions on but can't. What we want to do: 1. Restrict users ability to post to forums, but still allow them to engage by comments on posts. 2. Ability to follow a forum, even if they can't post to the forum so they can stay upto date. If you lock a forum, then... 1. The admin can't post to the forum either. 2. The user is not able to follow a topic. 3.
Compare Translations in the Help Centre
We're just starting to use the multi-lingual feature of the Help Centre. We've translated a few articles to start with. But is there an easy way of comparing the original <> translated article side by side so we can see the differences, especially when
Put Insertion point before default email template (not after) when agent replies to ticket
- when an agent replies to a ticket - when agent has a default email template defined for ticket replies The insertion point is after the contents of the email template. Please put it before the default email template. This means the agent can start typing
Notifications from Global Admin Account
It appears that anything done by the global admin account doesn't show up in the activity feed or any other notification. For example, if the global admin account comments on a ticket we should see that action in the activity feed, for any other user
Signatures & Happiness Ratings
Your Help states that the Happiness Ratings will automatically appear below the agent's signature by default if it is set to appear in all tickets. But is also customizable. (see screenshot). I find neither of these to be true. I can't find any way to
Zoho Desk Community Digest - February 2021
Product Enhancements The Activities module now has an option to manually mark individual tasks, calls, and events as spam. The spam marking also automatically happens when an associated ticket, contact or both entities are marked as spam either manually
Restrict Happiness Ratings to be used only for the final user
Hi, We have a Help Desk deployed in Zoho Desk and we recently noticed that agents are using Happiness Ratings options to rate the service delivered for any ticket. This should not be happening, and specifically, the idea is that only the user who opened
ASAP tooltips guides are not translated
We are testing ASAP tooltips and guides. There is a blocking problem: the buttons of tooltips and guides are not translated: previous / next / view more / Finish: This is a blocking problem: a guide feature aims to improve the discovery by users, it
Zoho Desk multi branding for MSP
Hello, I am trialing Zoho One specifically to use Zoho Desk as an MSP. I've been reading about multi branding and creating separate help desk portals for each client but I'm not really finding a guide on how to implement this. Am I supposed to use accounts
Internal Tickets
Is there a way to create tickets internally within our organisation please?
Focus Group Webinar: Widgets 101 - Create, test, and embed widgets
This Focus Group webinar brings into focus Widgets in Zoho Desk. Learn how to build and implement widgets that integrate seamlessly with other internal and external applications. During the session we will discuss how to: Create widgets Configure the
Clear report for hours spent by each agent
Hi! I am currently trying in vain to get a good overview of all time entries (filtered by agent). I can create a pretty good table - but as soon as I want to create a chart from it, the time entries are output according to number. But I want to see: -
How to put a ticket On Hold
I'm sure this is easy but I can't find the answer here! How do I put a ticket on hold? Thanks :)
ZOHO Desk ASAP assistant: scroll article depending on page action
Hello, We are implementing the ASAP assistant in our web application. We plan to set up a specific article on some pages of our web app, and set up ASAP so that it opens directly the corresponding article. We found how to do this with javascript (thanks
When a closed ticket gets a reply then the system starts to send continuous reminders until the ticket is viewed by an agent
The reminders are in the form of "You have received a new response to the closed ticket xxx". The last one that we did recognize did get more than 270 reminders. Now a second one has been triggered.
Customize my desk
Hello I want my helpdesk to look like the demo one https://www.zoho.com/desk/images/every-brand-gets-own-space1@2x.jpg Why can't zoho, make customizing the desk functionality as easy as zendesk. I would love to switch can only if i can have something
Placeholder for user that send the recent response
We currently use Workflows with Email Templates to automatically send out an email to a team when a customer sends a response to an issue. The template uses the '${Cases.Recent Thread Content}' placeholder to get the content that was sent but we are also
Zoho Desk down for anybody else?
Mid-morning, we started getting a "400 Bad Request" error when we visit our help desk. Checked our DNS records, that's setup correctly still, nothing changed there. Tried opening a ticket with Zoho with "Emergency" status but never even got an acknowledgement
Can you link to a comment?
Sometimes it's helpful to a specific comment in a ticket in our other system, however I don't see this as a possibility in Zoho desk. Is this possible or am I missing something?
How to post and view my public knowledge base?
How do I find the code to add the Knowledge Base to my website? How can I add the knowledge base to my web page? Is there a URL where I preview to see it live? Or is there code to insert it in my webpages?
Automatic NEXT and PREVIOUS in Help Centre
Some areas of our Help Centre are more like a book than individual articles. It would be useful, therefore, to have an automatic way of navigating from page to page within a section. For example, if the section were about MAKING A FILM the first article
More Control in Sequential Call Routing
Right now the sequence for call routing is determined by the first rep that signs in... ?! This is totally arbitrary and out of our control. Please provide a way for us to sequence the order in which our reps are contacted in.
Does ZOHO Desk log all incoming calls?
We are currently using desk only for email support, with plans to implement Twillio integration. We've been doing some testing but I'm uncertain of a few things. I know that zoho desk will log all incoming calls which for us includes those answered by
Ignore certain emails & Question about auto-assign
Hello Forum! We're currently on a trial for Zoho Desk hoping to purchase a full one soon, I have a couple of questions. 1. Daily, we receive technical-updates from a specific email address to our support inbox. We don't want to create a ticket for any
create thread API
Hello, I couldn't seem to find a way to create thread I only found the ability to reply on the behalf of the assignee (the zoho desk support agent) I have a small chat system and I need to be able to open threads as the customer. is it possible?
ASAP for mobile Platform: Authentication Method
We cannot configure JWT-based authentication, if Remote or SAML-based authentication is not enabled in portal. But we have federated login enabled. Can't JWT authentication be done, if federated login is enabled? Please try the possibility of it.
Customer portal Invite email
Hi, we have a customer portal in which some user are working well but we need to add more users and the issue is that the invite email is not sent. We have sent the re-invite but the user does not receive the email Is there any way to see what the problem is and how to solve it? I think that there is no limit for customer portal users in free license but I would like to confirm it. Many thanks. Regards Samuel
Disabling Public Comments option in ticket
Is it possible to disable ( temporarily) the option to make Private comment on tickets Public
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