Make it easier to respond while moderating
Hello, We are moderating every topic (idea) that is posted in our community. In this way, we can easily remove ideas that are already posted in our community and prevent doubles. The only thing is, that we would like to reply to the person why the idea
sending KB article links to other agents
I would like to be able to send a link to other agents about a new article when I publish it - but the link that works for agents (not a public link) is super long. Is there a better way to send a link or a way to shorten it?
Who would like us to agree on improving the users' experience?
1.1 When I fill the form for starting a conversation, you'd like me to decide whether I want to participate in that conversation. I don't see that this makes sense, because people start conversations in order to have them. That's why other software works
Zoho desk - 2Fa, Whitelabel
Hello, We're using GSuite and one of the emails is connected with Zoho Desk for support. We would like to enforce 2Fa but couldn't find option in the Zoho. Basically want to update the password of the email and then authenticate support email through
Monthly Release Round-up - July 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Additional options included for automatic spam detection While setting automatic spam detection, admins can choose from the following
Content Type / contentType Possible for Reply When Performing a Blueprint Transition
Hi, I was wondering what were the possible "contentType" possible for the "reply" of a blueprint transition. I have tried using "html" as a value, but it said that it was unsupported. I was wondering if there are any other supported values or is plainText
Zoho Desk - Ticket Creation
We use Zoho to communicate with our end users as well as our vendors. It would appear that one of our vendors is also using Zoho desk and some ticket system which is creating a never ending loop of new ticket creation on our side as well as theirs. We
Job Dispatch Application
Hi, Is anyone aware about a Job Dispatch Software that integrates with Zoho Support. I found vWorkApp http://www.vworkapp.com/index.html but it integrates only with Zoho CRM. We have a team of engineers on the field and we want to be able to assign jobs to them based on their location which is tracked through GPS. Any idea how I can do this?
Export Agents' Permissions as CSV (or Excel)
Hello, I want to have a list of all agents in Desk along with their permissions (thus based on their profile), but I can't seem to find a feature for that, like an Export button most of today's tools have. All I can see is the agent list from Setup >
How to stop contact notifications to a closed ticket?
When a Contact replies to a Closed ticket, we have a Workflow/Rule/Alert/Email Template asking them to create a New ticket. However, they are still receiving the "Acknowledge of Reply" notification. I need to stop this auto-reply but only for Closed tickets.
ZOHO Desk Extenstion - Getting Account ID
Hi, I am trying to create a simple extension for ZOHO desk so that our team can quickly navigate to the accounts and contact records in ZOHO CRM that are linked to the ticket. I have gone through the API documentation but cannot seem to get it to work.
Is it possible to generate a report with data greater than 6 months old?
I'm trying to generate a report of all open tickets assigned to engineering but the start/end dates limit me to the "Last 6 Months." We've been using the system longer than that and have open tickets that are older than 6 months but cannot generate a
Possibility to insert Portal KB Links while authoring/creating KB articles (Add KB Article portal links from within other articles)
Hello, while writing a Knowledgebase article in Zoho Desk, sometimes it becomes necessary to make reference to another article. Currently, it is necessary to search for the article on another tab or on the User Portal and then paste the link. This makes
ASAP API - Readonly Field
Hello, I have created a new custom field to show in our ASAP widget to store the URL of where the request is getting made from. I have this getting populated by using ZohoHCAsapSettings and is working as expected. The thing is, I would like to make this
Macro to Delete Ticket and Prevent Sender Email Address from Creating any New Tickets
We receive a lot of general emails to our support@ email address which all end up as tickets in Desk and I would like to prevent this. My idea is to create a macro that would delete the ticket and prevent any new tickets from being generated by the sending
Multilingual Helpcenter : Ticket Fields require multilingual field definitions
The new multilingual help center also includes the ticket submission feature which includes the ticket layout fields. These fields don't have any multilingual description options at the moment. The layouts which interact with the helpcenter should also present the options to have multilingual field descriptions.
Import CSV to update a ticket's information
Hello, is there a way for us to upload CSV with ticket information (Ticket Id, Contact Name etc) and update its information, or can only obtain it via API? Like how Import Data works (though it's creating a new record). Looking for a way to import data
Is there a limit to the number of users that can be registered in the Help Center?
Is there a limit to the number of users that can be registered in ZohoDesk's Help Center?
Copying Rules and Customization to other Departments
Is there a way for me to copy over rules/workflows/fields or other settings and customization from one department to another? This will make it a lot easier to implement rules and settings that is universal across departments.
SAML Single Sign-on for Help Center
Hi, can I use saml sso for help center without identity provider (IdP), such as generating auth_token, then saving the auth_token on my website to use as login token to help center? is it possible for users/customers (not internal users) to sign up/sign
Featurecast Story 1 - Canned Messages
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 1 - Canned Messages Have you been Canned yet? Do you ever get tired of typing out the same responses again and again, all day long? Especially for your customer support teams. Canned messages,
Email forward except specific sender addresses
We have 1 email address connected to ZohoDesk. All email is forwarded to Zoho on the email server. A lot of email is coming in, which are turned into tickets. The automatic numbering increases very quickly. I have specific email addresses which i don't
Zoho Desk | ASAP update | Deliver unparalleled customer support in your Flutter-powered mobile app
Hello everyone, We are happy to announce that we have adopted the ASAP SDK for Flutter apps, a highly preferred framework for mobile application development. Businesses have realized the critical importance of attracting customers through mobile channels,
Attach images to new Zoho Desk ticket
Hi all, I am trying to attach images to a ticket. I am using PHP and the Desk API and am able to create the ticket fine. When I try to attach an image using the below code, there is nothing in the response.. it is just empty and nothing is attached to
Type Account
We are a company that offers different types of support to companies, we would like to be able to identify the companies to which we offer different types of support, as seen in the image, at the same time we would like this crown to be able to change
REQUIRE minimum time entry
We expect all of our tickets handled by agents to have a minimum time entry of 15 minutes. There doesn't appear to be any way to enforce this in Zoho Desk, so if an agent closes a ticket and forgets to add their time, it doesn't get caught until report
Article Answer cannot exceed 16 MB.
I was uploading an user manual trough html but it looks like an Article Answer cannot exceed 16 MB. Could this be increased to 60mb as our max html file is like that now? Or is this something than cannot be done?
Unverified Sender Warning
For the past few days we have been getting Unverified Sender warnings on every incoming ticket. Please advise
Zoho Desk app update - iOS
Hello Everyone! In the iOS version of the Zoho Desk mobile app (v2.7.5), we have brought in support for Vietnamese as an app language. You can update the app to its latest version either by directly going on to the App Store or by accessing the links
Time spent at each status
Parts of the KPI we use is the time a ticket stays in each status, Is there a way without using manual time tracking to do reporting based on this information?
Data migration (ticket) to Zoho Desk
Hi, If we will import old tickets from external system, all these tickets will carry the same ticket number after imported to Zoho Desk? Understand that Zoho Desk do not support alphanumeric ticket number, what if these tickets from external system contains
Signature from Zoho Desk is not displaying correct in MS Outlook
Hi! We have rebuilt our company signitaure in HTML with a table and import it for each Agent by the API inZoho Desk. In the table rows we have inline style tags like line-heigt: 1.5; This is displayed correct in the Web browser but not in Microsoft Outlook
Using Google Font's with Zoho Desk's Helpcenter
Hi, How do I use Google Fonts with Zoho Desk's Helpcenter? I've added the tags into both Header and Footer, as well as via the CSS as a CSS import, but none are working. Thanks for your help,
No atricles in customer portal knowledge base
When I go to the customer Portal and select knowledge base no articles can be found. Even though I have created articles in the help centre.
Send Email Notif after Alloted Support Exhausted
Hi Zoho Team, Requesting for your kind assistance if this use-case is possible as Function in Desk.
Google Search Results returning a tag page
One of the google search results that we are getting when users search for "Payroll" is a page from the KB, but it isn't an article, it's a tags page: https://url.com/portal/kb/tags/<tagname> <---in that format. The payroll keyword isn't included on any
Zoho Desk app update - WhatApp Templates - Android and iOS
Hello Everyone! In the latest Android and iOS version of the Zoho Desk mobile app (Android v2.6.10) and (iOS v2.7.4), we have brought in support for WhatsApp templates in Instant Messaging (IM). With WhatsApp templates, the agents can send templated responses
wrong number of tickets
What is the composition of the number of tickets under "All tickets"? (Company level) In the example, 98 tickets are displayed - in fact, only 79 tickets exist.
Custom field mapping to Jira
HI Zoho It would be reallly usefull if when a ticket in Zoho desk created a Jira ticket that you can map custom files from or default fields from Zoho Desk to the Jira Item. In our case we would like to be able to map 1) Customer account 2) Region (custom
I have an Error while Forwarding my Email
Hello, Mail forwarding does not work. I use Outlook and have an email address as support@xxxx.com and set up a forwarding rule to zoho desk (support@xxx.zohodesk.com) (support@xxx.zohodesk.com) I followed all the steps on this article however, when I
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