Knowledgebase Article Permissions
Hi, Goal- I want knowledgebase articles in the Category 'General' to be available to 'Registered Users' but not to public. This article https://help.zoho.com/portal/en/kb/desk/self-service/knowledge-base/articles/organizing-your-knowledge-base-content#1_None
How can I include custom Account fields on the ticket?
I've created a cuistom Account field and I'll like that to display on the ticket. how do I achieve this?
Agent Export Enhancements Request
It would be nice if the Export functionality included the following information in addition to existing information for the Export Agent option: License type (Agent vs Light Agent) Roles and Profiles To more easily review access
Agent Management page enhancements request
It would be nice if the Agent management screen had some additional features: A tab for Full Agents. Light agents exists, All agents exist but there isn't a listing of full agents. This would be a nice feature. License totals and licenses used. It would
Cannot reply to ticket
i have a situation where when I click "Reply" "Reply to All" or "Forward" on certain tickets, it doesn't open the editor and start a reply. What happens is that is "shrinks" the current message I am looking at (in the same fashion as what happens when
Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
Desk - Finance Integration - Can't 'Mark as Confirmed' Sales Order
When a Sales Order is created from the Desk interface, there is no way to get it out of the 'draft' status without actually emailing it to the customer. There are many, many, many, many cases where this isn't the workflow. In the regular Books / Inventory
Featurecast Story 4 - Embeddable message button (click-to-chat)
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 4 - Embeddable message button (click-to-chat) What are the benefits of using a message button in 2023? Use click-to-chat (message buttons) to boost customer engagement on your website With
Unable to get Comments data via API call
I am currently implement system to retrieve ticket and its comment from Zoho Desk to Data warehouse using python. I was able to get Tickets but comments data for each tickets is empty but on the Dashboard, there are couples of conversations logged. We
Adding a user - error - Invalid Invitation. Invitation was not sent to this user
I struggled figuring out this cryptic Zoho Desk error message that apparently is not documented anywhere. I finally figured it out but wanted to add it here so no one else has to struggle to find it. Kudos to the ZD team for making error messages easy
Desk vs FSM
Anyone using the two together? Not sure what’s the best way to make our workflow. Usually we ticket for everything we do in our company. In this case do we ticket for remote calls/services (that require no onsite visits ) and use FSM for just onsite calls.
How to Re-Send Happiness Feedback to our CLOSED Tickets
Hi Zoho Desk Support, good day. I would just like to inquire if there is a way for us to RE-SEND the happiness feedback to our CLOSED tickets to our users like at least 2 months ago up to the present. Thank you.
Layout field label in Help Center
Is there a way to modify the "Layout" field label to something else using CSS? I was told it could not be changed via the English language file.
Telephony Question
Can we import and use existing numbers so we don't have change over to new phone numbers?
Only send ticket closure email once.
Hi, Currently, once a ticket is closed an email is sent to the contact to let them know the interaction was closed and asking them for feedback. Most of the time, that is the end but sometimes the contact will have extra questions which will cause the
How can we prevent the requester from reopening a closed ticket
As understood from your documentation "Closed" tickets will be reopened if a customer sends a rely on that. How can we prevent that and mark a ticket as permanently closed when no reply can re-open the ticket. Refer competitor behavior for easier understanding between the "Solved" and "Closed" fields Solved means that the agent has resolved the support issue. Solved tickets are closed, typically, a number of days after they have been set to Solved (the exact number of days depends on how an Administrator
Dynamic filter criteria (placeholder) in views (current user, current date etc.)
Hello there, from the everyday other software solutions one is used to the fact that one can use placeholders with regard to filters. It is not efficient to filter based on the current date and have to edit the filter every day to manually change the
How to reset formatting to default font size (12)?
Hello, I've set the default font size for my replies in Zoho Desk to 12, but if I click the "Clear formatting" button, it switches the font size to 10 (which is the default for Zoho). How to configure Zoho Desk to use my customized default font size (12)
Zoho is not solving my Data Import Issue
I have reported a data import issue since 5th July, it has not been fixed and there is no timeline for it. Their team said they can import from their side but after 2 weeks till now nothing was imported. It means I am paying for a malfunction system everymonth.
Deluge example to associate a product to an account
Hello, Is there a deluge example to associate a product to a given account, or vise versa? I see updateRelatedRecords but it seems to only be related to time entry?
Monthly Release Round-up - August 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Introducing Teams logos While creating teams, logos can be used to represent each team for quick identification. Users can recognize
Preview field visibility of different user profiles
Hello everyone! We're excited to introduce an option to preview how fields are visible to different user profiles when they have permission based access. Administrators can set field permission for different user profiles based on the business requirement
Email template buttom
Hi, since several weeks ago, when I write an email I cannot see where it is located the buttom to access the email templates. I've checked that templates are fully operational, but I'm not able to access them from an opened email because the buttom has
Ticket Tags Analytics
Is there a way that ticket tags will that show up in Analytics or can it? We want to see when a particular ticket comes in without clicking through all the tagged tickets. We created the tag for this purpose hoping there is a way to see the Analytics
Deliverability with iCloud Users
We use the standard Zoho Desk sending domain (support@companyname.zohodesk.com), and I've noticed a high number of bounce instances recently from Apple users with the following error code: ERROR CODE :554 - 5.7.1 [HM08] Message rejected due to local policy.
Use data of contacts (custom field) inside snippets
Hello, we have enabled the standard integration between Zoho Desk and Zoho CRM. So every contact in CRM has a salutation, this information is also synchronized to desk. So my question how can I use this data iside a email template or a snippet? Please
Forwarded emails from Outlook are being marked as Public and fully visible to the customer
Privacy concerns aside - Zoho strictly adheres to this notion that every conversation from a "channel" is a customer request and should default to public in the customers help center. This should never be a feature and we are shocked no other company
Automatic warning when the time quota for customers is exceeded
Hello, in Desk we store times on the respective ticket, so far so good. Now, certain customers have a time quota, which we have to keep track of. How can we map the requirements in Desk as automatically as possible? I imagine the following: (1) Agent
Adding a "Comment" to a reply produces the following error: "Comment cannot be blank." It was not blank.
While attempting to comment a reply posted by a Zoho help agent on the following post, I received an error saying "comments cannot be blank" and my comment was definitely not blank. Here's the original post: https://help.zoho.com/portal/en/community/topic/new-calendar-update-causes-duplicate-invitations-and-reminders-to-be-sent-out-when-syncing-with-google-calendar
Why can I not change the email associated with my profile on the Zoho Help Center and Community?
Hey all, I was attempting to change the email associated with my account here on Zoho's Help Center, however, the email field is unresponsive. It will not allow me to make any changes. Is the customer login here on Zoho Help Desk no longer independent
How does light agent knows which ticket he needs to comment on?
How does a light agent knows which ticket he needs to comment on? After all, a ticket allocation/assignment cannot go to a light agent. Case: I would like to pass on a ticket to Colleague A (light agent) so that he/she can respond to this by means of
Changed lay-out of 'my area'
Hello, The lay-out of my area changed. We blocked the menu on the right so our users could not filter anymore on their tickets. We changed the CSS now, but would be nice to be informed upfront about these kind of changes. Besides this, where can I change
Chat Module in Zoho Desk UI revamp in sync with SalesIQ
Greetings! We're pleased to inform that the user interface of SalesIQ is revamped and it reflects in the Chat module in Zoho Desk. SalesIQ's LiveChat is used in Zoho Desk to establish communication between the support team and customers. It enables the
Need help on updating huge amount of tickets in Zoho Desk
Hello Support, My tickets got updated by mistake and now my whole system destroyed, the contact on a lot of tickets got updated and assigned a random contact. Here's a video of me explaining: https://www.veed.io/embed/1ea119e8-a34a-475a-829d-4c206d055cbb
WhatsApp conversation removed after merging the contact
Hello Support, If I merged a contact that have whatsapp conversation with another contact that doesn't have, why it's not moving the conversation under the merged contact? here's a video showing what I mean: https://www.veed.io/embed/1bd28680-d2a4-4
Relate Products to Desk
I have a request from my organization to be able to associate products a customer has ordered and have that information display in Desk when a Customer opens a ticket. How can I go about this?
How can I replace a file I've attached to a Desk Ticket?
I usually add a Word or Excel file to a Desk Ticket that has more detailed information. I sometimes update that file. But I cannot find where to replace or delete the first file I've attached to the ticket.
Voting in Community Forums?
Is there a way or is it planned to have a voting option in the community forums of Desk? I currently have a "Requests" section of the forum where customers can add software requests or ideas. It would be great if other users could "vote" on the request
Edit Email Subject when Replying/Forwarding Only
It would be very beneficial to be able to change the email subject when replying/forwarding an email from a ticket, but NOT the actual ticket subject. Leaving the Zoho ticket in the subject is fine. Maybe have the option to create a "New Email Thread"
Ticket Template - Unable to process your request
Hello. Since yesterday i'm facing a problem in Zoho. Edited ticket templates for the past week and since yesterday having problems when editing. Message "Unable to process your request" when trying to edit any field. Verified with admin coleagues and
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