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, when the task is created we send a replay to their email for example: "thank you for reaching us, your issue will be fixed shortly". I didn't find where i can set that, can you help
Optimize ticket management with Mass Revoke Blueprint and Skip Reply in Blueprint Transitions
Hello everyone! Blueprints play a pivotal role in shaping a seamless customer service experience, serving as the architectural foundation for efficient ticket resolutions. They provide a structured framework that guides support teams through predefined
SDPlus Delete Support Respresentative
SDPOndemand i.e. SD PLus we need your help to delete Support Respresentative
Can't create a ticket reply via API
Hi I've been checking this: https://desk.zoho.com/support/APIDocument.do#Threads#Threads_SendEmailReply Trying to figure out how to send a reply to a ticket, but I get a 500 Error whenever I try it: { "errorCode": "INTERNAL_SERVER_ERROR", "message": "An
Featurecast Story 11 - Embeddable chat link
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 11 - Embeddable chat link What are the benefits of using a chat link? The chat link feature lets customers click on an auto-generated chat link (also called the reference link) and use
Customize ticket questions
Hi, I wondering if that possible to customize the question in a ticket? I mean besides the standard questions like contact name, account name, etc. Thank you in advance.
Error: Zia powered by Chat GPT (Zoho Desk)
See attached image. I get this error when trying to use Zia powered by ChatGPT in Zoho desk. How can I fix? Yes, I do have credits in my OpenAi account and yes I've confirmed the API Key is accurately added into Zoho Desk...Thanks for your help.
Zoho Desk - Works Super slow and Lagging
Hello, Zoho Desk works too slowly. I have already called support several times. Each time Zoho support tells me to try it in private mode on the browser. But this solution doesn't work, same effect. We need a better Solution. Our support team cannot work
Zoho Desk now integrates with Google Chat
Greetings! We're thrilled to share that Zoho Desk can now be integrated with Google Chat. This integration creates a powerful solution for businesses seeking to enhance collaboration, facilitate seamless communication between agents, and streamline customer
Register Today for the Upcoming Webinar - Measure and improve customer service operations
Hello all, Here is a friendly reminder for the last session in our webinar series. Webinar Topic: Measure and improve customer service operations Date & Time (PST): December 20, 2023, at 11:00 am | Registration Link: https://zurl.co/5gIP (IST): December
Zoho Desk Extension template: React + TypeScript
Hi, I have just shared a template of a Zoho Desk Extension built with React and TypeScript: https://github.com/wiiisdom/zoho-desk-extension-react-ts I want to share it here, I am pretty sure it can be a nice replacement of `zet init` if you want to have
Best way to clear the response due date in deluge?
When trying to reset the response due date to empty programmatically, I get an internal server error The format works for resetting the due date but not the response due date, is there a specific format I need to use for response due date instead?
Monthly Release Round-up - November 2023
Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Search tickets in My Area using views and custom filters My Area in Help Center is one place where customers can view all the tickets
Light Agents permission to edit ticket fields
I have a number of Light Agents who get tagged in tickets to provide knowledge from other departments. I would like them to be able to update the ticket fields when they are working on the ticket, e.g. number of hours they worked on it - is it possible
Unable to Expand Zoho Desk Replies
Hi, There appears to be an issue with Zoho Desk UI as I am unable to expand my replies. I have cleared browser cache and tried multiple browsers with no luck. Regards, Free Zoho CRM Extensions Record Analytics - Embed dynamically filtered Zoho Analytics
Capture initial priority
We are looking for a way to capture the initial priority of a ticket. For example if a ticket is entered as 'High', but is subsequently lowered to 'Medium', we'd like a way to track that it was initially higher (or in some cases lower). I understand how
Register Today for our Upcoming Webinar - Extend and Scale Up Customer Service Operations with Developer Tools
Hello all, Here is a friendly reminder for our ninth session in the webinar series. Webinar Topic: Extend and scale up customer service operations with developer tools Date & Time (PST): December 18, 2023, at 11:00 am | Registration Link: https://zurl.co/ZrRT
Allow author to select which languages for Auto translate on a per KB basis.
Auto translate works great for many KB documents. But some complex ones still need the human touch. It would be great on a per KB to let the author check off which languages to go ahead and let the system auto translate and which ones should be manual
Customers cannot receive e-mails from Desk
Hello, We have this issue with one of our support tickets. When trying to e-mail a customer, they do not receive our e-mails. When looking into it, I found this error in our support@ e-mail inbox: This message was created automatically by mail delivery
Is there a way to view closed tickets in status mode?
Hi, Is there a way to view closed tickets in status mode? Thanks,
Zoho Desk iOS app update - Enhanced Contacts & Accounts Management
Hey everyone, In the latest iOS (v2.8.4) update of the Zoho Desk mobile app, we're introduced an option to add, edit, and delete Contact and Account within the app. With these new functionalities, you'll now have the power to make quick edits, add new
Zoho Desk Auto Reply from a default email address
Hello, I have set up two rules in Zoho Desk: 1. Assign ticket to whoever edited it - when an Agent replies to a ticket, they become assigned to it automatically. 2. 3 different auto reply rules based on holidays/business hours These rules have been set
The limit of Time has reached its maximum 15000
What does this failure mean in a desk custom workflow? jack
Featurecast Story 10 - Block abusive customers
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 10 - Block abusive customers How do you handle abusive customers? Abusive customers can be a nightmare for business owners and customer-facing staff. They can be loud, disruptive, threatening,
GrassHopper VOIP Integration
Does Zoho Plan to integrate with Grasshopper to allow the Telephony hookup in Zoho Desk? If not, Can this be passed along for consideration
Zoho Desk custom functions to merge tickets.
We have a situation where we want to create tickets for alerts received from another PSA. The tickets are currently creating fine, but the replies received to that ticket is not getting merged. We tried using custom function "Auto Merge Tickets with identical
Ticket Status - Color code
Has it been discussed to have a color code system for ticket status, or is there a view that is already built in that I may be over looking? I know like it Zoho Projects with the statues we can color code them which makes it easier to look at over all status and it could be very helpful when i am looking at a view with all open tickets to have them color coded by status in a listing view. I have included a mock up to visualize what I am talking about. Just curious if this has been requested before
Ticket Attachment
Hey, In the Ticket form Layout, Is there an way to have multiple attachment fields. Let's say 2 different options one for images another for videos or documents.
"Display Tickets from private departments in the Help Center" and "Show departments list page on choosing to submit a ticket" don't works in my environment Zoho One
Hello, I've set up a help center with a public department and several private ones. In the help center settings, I have validated the following 2 options: - Display Tickets from private departments in the Help Center - Show departments list page on choosing
Cierre de Ticket En espera, luego de 24 horas
Hola. Actualmente veo que no puedo crear una regla cuando el ticket se encuentra en espera por 24horas. Este cierre de manera automática. Ya que en el personalizado de la fecha, seleccionas una fecha/hora en específico pero no las 24 horas que el ticket
Zoho Desk iOS app update
Hey Zoho Desk Community, In the latest iOS (v2.8.3) version of the Zoho Desk mobile app, you can now respond to customer requests that come in through Instagram Posts and Direct Messages. This update also provides support for replying directly to specific
Create a workflow to merge duplicate tickets
My backup solution will send me automated emails whenever a workstation goes from a status of "healthy" to a status of "troubled", and then send me another email whenever they go back to "healthy". I have it forwarding these to my support inbox, and it
Removing one commend or thread from a ticket
Hi, Sometimes, and against our warnings and disclaimers, our users still send a password in a ticket. Is there any way to delete that thread/comment within the ticket, which contains the secure data? Currently, we are forced to inform the user of it,
Missing Zoho Desk Data in Zoho Analytics
Hello, we have problems with the synchronisation between Zoho Desk and Zoho Analytics. We don't have general sync issues, it's individual records that are present in Zoho Desk and not showing up in Analytics. Of course, we have already tried to start
All emails out of desk bouncing back as undeliverble
As of about 3:45 pm central US time, all of our outgoing emails from desk began bouncing back as undeliverable. Contacted Zoho support who could not find the problem. Our email accounts are sending emails just fine from outlook. Is anyone else experiencing
We're revamping how you name custom fields.
Dealing with APIs and custom fields on a regular basis can prove to be tricky. When you create custom fields using an API in the back end, these fields are replicated in the GUI of your Zoho Desk modules. The labels your developer gives to every custom
Assign tickets to agents in a defined sequence
Hello everyone! Assignment rules in Zoho Desk provide an automated mechanism to distribute tickets among agents based on predefined criteria. This ensures a streamlined and efficient way to manage customer requests. Currently, there are two types of rules:
Zoho Desk's Instant Messaging | Feature Update | Status and Notification Settings
Hi All, We have some helpful new features to highlight in Zoho Desk's IM module. Set your status as online or offline Instant Messaging has become one of the most popular tools for delivering customer support. One of the most simple, practical features
Using SMTP to manage outgoing email via an O365 shared mailbox
We use Microsoft 365 and would like to start using their SMTP to manage outgoing emails for our various Zoho departments. The issue we're running into is authentication - since each department is built using a shared mailbox, and shared mailboxes don't
New to Zoho Desk -- Layout versus ticket template
Are ticket templates just subsets of layouts? I'm still a bit confused as to what the difference between the two is.
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