Sharing and Converting Custom Reports Across Departments in Zoho Desk
Hello, We initially started using Zoho Desk with a single department (Department "A"), which included multiple teams. Nearly a year later, we identified several limitations that led us to create three additional departments ("B", "C", and "D") with replicated
Is it possible to link a CRM field or Zoho User to a ticket auto assign function.
Dear Support, I have a unique situation at our company. So I know it might be able to link a ticket to the client account owner from the CRM. However, is it also possible to link an email field, username or other field in the CRM to a new ticket created
Email notification for followers
Is there a way to enable email notification for followers of a support ticket? ie: Ticket #123 is owned by Agent#1, Agent#2 adds themselves as a follower. Whenever ticket #123 receives an email from the customer, Agent#1 receives an email. Agent#2 would
Block incoming emails by shared mailbox
Good morning, I will explain my problem to you At the moment I am making users open tickets only via email I would like users to send messages from their personal mailboxes and not from shared mailboxes I would also like if the ticket was generated by
Zoho Desk to Jira > Automatic Creation ?
I've set up the integration for Jira and Zoho Desk, but when I create a test ticket as a customer nothing is sent to Jira automatically - is this correct ? I can manually link to Jira using the "More Actions", but I was expecting the issue to be created
Automate Ticket Assignment to Contact or Account Owner Using Custom Action
Teltroz Inc specializes in data science, data analytics, and big data technologies. Serving a wide range of customers from large to medium-sized businesses, security has been their top priority. The firm uses Zoho Desk to enhance their business operations,
how to remove email headers from Zoho Desk emails and replies from customers?
I'm testing Zoho Desk at the moment ant noticed some very annoying with the emails that go back and forth, the email headers are always included on the conversation in the web interface and the customer also receives emails with these readers showing
Add Pinned Tickets to top of queue
As an IT Helpdesk, we have some tickets where they will need to be looked at daily over a week or 2, and the ability to pin a ticket to the front/top of the queue would be handy as we can be reminded to take a look, rather than placing them on hold and
Holding Shift to keep selected tickets
It is annoying trying to change the category of tickets and then closing them. You have to select them one by one, no way to 'hold down left click and drag your mouse down to select multiple'. Once you have selected them and you change the category, you
Can your customer support speak every customer’s language?
In today’s world, talking to your customers in their language is not a nice-to-have. It’s a must. It's one of the reasons that most businesses have trouble going global: Language barriers get in the way. Say, a customer from another part of the world
Fifth Insight - Maximize the role of Departments
The Wheels of Ticketing - Desk Stories Maximize the role of Departments What are Departments? Departments represent the various business divisions within your organization, each serving distinct functions that align with your products, geographical locations,
Using tickets to train Zia
Hi Team, I would like to know if there is any way that Zia can also learn from previous tickets in addition to the articles from the knowledge base. Since we have most of our knowledge curerently in the tickets and that this is hard to combine into a
Zoho Desk and Zoho Inventory
I am hoping I am not the only one with this need but has anyone else notice the lack of integration between Zoho Desk and Zoho Inventory and eventual funneling into an Invoice in Zoho Books? As an IT service provider we very often will sell parts (items) along with services for installing said item(s). I have discovered that although you can integrate your Inventory Items into Desk as a "Product", it serves no real functionality. In fact, I found the concept confusing compared to how many Service
Remove attachment from ticket
Hello, When we receive e-mails from our customers, lots of those e-mails contain attachments with sensitive information, which we need to delete from the ticket after using it. It is forbidden for our company to store these attachments, due to security reasons. Is there a possibility to delete an attachment from a ticket in any way? It is necessary for us that this possibility is available. Thanks in advance, Yorick
Zoho Desk Validation Rule Using Custom Function
Hi all, I tried to find the way to validate fields using custom function just like in Zoho CRM but to no avail. Is there a way to do this?
Advanced search for Spam tickets in Zoho Desk
Currently there is no way to use advanced search in Zoho Desk to find content in tickets marked as spam. Please add this functionality! I believe this should not be the default, but a simple check box "Include Spam Tickets" would be helpful.
How can I mark an account as VIP or similar for special treatment?
I'd like to create a visual enhancement to mark an account as VIP in a way our agents can't miss it. What is your suggestion? Thanks!
Is there a way within Desk to allow for this timeline overlapping?
We're encountering an issue where contract timelines for the same client at the same location might overlap or follow each other sequentially. Since a single client can have multiple contracts, and we offer various contract types, is there a way within
how can I change the font when I answer a ticket in zoho desk? thanks
how can I change the font when I answer a ticket in zoho desk? thanks
Is it possible to add HTML or a button on email templates in Zoho Desk?
Hello team, I am working on getting the best use out of Zoho Desk. I have noticed that when you hit 'reply' on a ticket, it comes with a small 'survey' to the recipient saying something like 'how would you rate your experience with us?'... so my question,
Is it possible to add buttons on email replies to internal team members?
Hello everyone, I am currently trying to set up some workflow rules to trigger when a ticket is created. I have noticed there is a button that can be added to email templates when sending email alerts from workflow rules, for example ${Cases.SUPPORT_PORTAL_BUTTON}.
Cross-department Parent-Child ticketing for faster and efficient ticket resolution
Hello everyone, Organizations frequently need to have multiple departments set up in their customer service ticketing system. However, when a customer raises an issue or an internal process that requires agents to collaborate with their peers, a lack
Episode II: Begin Your Automation Journey in Zoho Desk with Deluge
To travel to another country, you need a passport. But that's not enough, you also need a visa, flight tickets, and, most importantly, a mode of transportation. Without these, your journey cannot begin. Similarly, custom functions in Zoho Desk are essential
You are forced to store/manage custom functions redundantly | Any solutions?
Hello there, you are forced to store code (custom functions) redundantly if you want to use the same functionality in multiple departments. I don't understand that you can't define global functions. When I make a change to a function I may have to do
in Desk - Why can't I find where to enable multi-branding?
I'm looking at the knowledge base article & it says to go to settings / general / rebranding / multi-branding. But there's no multi-branding there!
Zoho support Can not send invitation email to portal user
I try to use Zoho support but have a problem. I don't know why. - When a customer sign up at the portal user they don't receive the invitation email. - When I go to contact manu, choose 1 user and click invite --> they don't receive the invitation email.
Xcode 16.2
I am facing multiple bitcode enable issue with Zoho. Which version is compatible with xcode 16.2 or version with out bitcode Flutter 3.27.4 pod 'ZohoDeskPortalCore' pod 'ZohoDeskPortalServices'
Unable to invite contacts
Hi! I'm unable to invite contacts as end-users from my trial account. The green pop-up displays "Invited succesfully" but the email never arrives, nor the re-invitation - even though it's "sucessfully" as well. Tried with several e-mail accounts, even
Forward, attach, or flag email to an open ticket.
Hi, when resolving customer requests through tickets in Zoho Desk, it is very common to receive emails from suppliers or third parties in Zoho Mail accounts or email groups that are not registered in the system. Is there any way to forward these emails
Zoho Desk iOS and Android app update: Attachment restriction
Hello, everyone! We are excited to introduce an option to restrict uploading certain attachment types on the Zoho Desk app. This feature allows you to specify the types of attachments are allowed to be uploaded and shared within the Zoho Desk. This can
Fourth Insight - The power of Multi-Layouts
The Wheels of Ticketing - Desk Stories The power of Multi-Layouts In the previous insights, we have established that layouts are the foundation for a ticketing system, and fields are the building blocks for the same system. Fundamentals of layouts Fields
Field Validation and Profile restrictions bypassed using Mass Actions
We have a Validation Rule that prevents ticket closure if the "Subcategory" field is blank. This has been working fine, but recently we noticed a few tickets per day somehow being closed without a "Subcategory". Upon further investigation we found the
How to let only account-bound products visible to users
Hello friends, I'm trying to leave only the Products linked to the accounts visible to Zoho Portal users. If the user clicks "All Products," they can open tickets incorrectly for products that do not belong to the account that are registered. Is it possible
Enable Full Theme Editor for Help Center (Disable Express Builder)
Dear Zoho Support, We are currently using the Elegant theme in Zoho Desk Help Center, but we only have access to the limited Express Builder. We would like to switch to the full Theme Editor to be able to: Access Language Strings Edit all pages (HTML/CSS/JS)
Zoho Desk - account and contact lookup by phone
Hi team, Does Zoho Desk allow to lookup Accounts and Contacts by phone or not? I am using this endpoint- GET https://desk.zoho.eu/api/v1/accounts/search?phone=987-654-3210 But I am getting this error- { "errorCode": "UNPROCESSABLE_ENTITY", "message":
Adding Coloured Picklist Based On Email Body Text
Hey All, So i am having this problem, Im currently trying to automate a coloured picklist so that when the body of an email contains a specific word it will assign one of my coloured picklist i have created automatically, But it appears this only works
Zoho Desk is extremely slow
Hi Team, We are facing extreme latency issue with Zoho Desk. It is currently unusable. I have submitted a ticket already could you please look into this asap. Regards, Priya Sharna
Zoho Desk is extremeley Slow
Hi, Zoho Desk seems to be extremely slow for the last 15 mins for everyone in our team (5 people). https://status.zohocloud.ca/ didn't show any status in this regard. Would it be possible to have an idea what is happening and when this should be resolved?
Help Centre - Widget or Tab for Customer Downloads
USE CASE: We are a software vendor, using Zoho Desk (as part of a Zoho One subscription) to help mange support issues from our customer base. Customers can log tickets via email or Help Centre portal. QUESTION: I need to provide the capability for our
Simplify ticket replies with intelligent writing and content analysis tools
Introducing a smarter, faster way to handle ticket responses with generative AI-powered capabilities, now available in the ticket detail view. These enhancements are designed to reduce agent effort, improve clarity, and elevate the overall support experience.
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