Tickets without registration
Hi, would it be possible to give customers the opportunity to be able to read their tickets without registration?
Zoho Desk Answer Bot vs. Zia Agents – Knowledge Base & Ticket Access
Hi everyone, I’m currently evaluating AI options in Zoho Desk and ran into some limitations with the Answer Bot: Answer Bot limitations Only uses Knowledge Base articles No access to tickets Limited control over sources: Either one Help Center or all
#157127950
Where did my initial question go?
Advanced email configuration - agent's name vs. department name
We currently have all four Advanced Configuration options turned ON at the Global-level (Channels > Email > Advanced Configuration) - including the "Show Agent name in Ticket replies and outgoing emails" option. We also had that same option turned ON
Migrating Documentation from Notion to Zoho Help Centre
Hi there, We have a large chunk of documentation that currently sits on Notion. However, we are eager to move this into our Zoho Help Centre/Knowledge Base. What is the most efficient way of achieving this?
Can't add attachment on email template
The attachment does show up. This is my template. Hi ${Cases.Assigned Programmers}, Please be reminded about the following task that has been assigned to you. Subject : ${Cases.Subject} Description : ${Cases.Description} Ticket # : ${Cases.Request Id}
Private email threads
When sending a Private email or receiving a response once the email thread has been marked as 'Private'- is there a way to trigger the system to "restart the clock"? I am finding that when someone responds to a 'Private' thread that it is opening the
SLA Notification
Team members have been receiving this notification and feel as though it is as random. Explanation on this notification is appreciated! Also, is there a way to disable this notification?
Funcionalidades y configuration ZohoDesk
Creo que no estoy sacando el provecho adecuado a la application quisiera solicitar una capacitación al respecto
Questions Regarding Helpdesk & SalesIQ Customization and Email Setup
Hello, I hope you’re doing well. I have a few questions regarding Helpdesk and SalesIQ: Can the emails sent to customers via helpdesk tickets be fully customized — including signature, subject line, and other elements? Also, is it possible to send these
Discrepancy in Contracts with Fields list/Layout
The Support Plan field on the layout isn't in the fields list. What am I missing?
Migrating all workflows to another Zoho account
We are going to transfer into another company, and we are going to get new emails and new Zoho accounts. Is there a way to migrate (or save in some sort of external file) all presets and settings that we have on this account? That includes primarily workflows,
Introducing Explainer Videos for Zoho Desk: Solve everyday challenges with simple configurations
Dear everyone, We have created a set of short explainer videos that show how common support scenarios can be handled using simple configurations within the product. The solutions often lie in the plain sight, but go unnoticed. Through these videos we
Lookup fields can't be used for anything important
Hi It seems the lookup fields are mostly.... informative, you can at most link stuff between modules... You can't use lookup fields in blueprints, you can't use them in layout rules or anything... It that correct?
Allow agents to enable or disable feed notifications from certain departments
Hello everyone, Agents who are part of multiple departments receive feed notifications frequently from across the departments. They may not be actively involved in performing every action in all departments. For example, an agent could be a part of both
Actual vs Minimum
Hi all, I am sure I am not the only one having this need. We are implementing billing on a 30-minute increment, with a minimum of 30 minutes per ticket. My question is, is there a way to create a formula or function to track both the minimum bill vs the
Simplify scripting with Zia assistant bot
Hello everyone, Building automation using Deluge custom functions gives users flexibility and control. Traditionally, creating these functions required writing scripts, testing the logic, and validating the configuration before using it. With Zia assistant
Es posible cambiar el lenguaje de los modulos del ASAP?
Es posible cambiar el lenguaje de estos textos? Tengo Zoho configurado en español pero aun así me muestra estos textos en ingles:
Enhancing Zia's service with better contextual responses and article generation
Hello everyone, We are enhancing Zia's Generative AI service to make your support experience smarter. Here's how: Increased accuracy with Qwen One of the key challenges in AI is delivering responses that are both contextually accurate and empathetic while
Let us add Lookup fields in the Blueprint Transitions
We are unable to add Lookup Fields in the blueprint transitions in Zoho Desk, we wanted to make it a requirement for our workflow but since it's not available in the transition we cannot. The lookup field exists in the Layout: But it cannot be added/selected
How can I prevent having recepients from being added as contacts in Zoho Desk?
How can I prevent having recepients from being automatically added as contacts in Zoho Desk? There's no option to disable this.
Agent Concern
would like to ask the difference between an agent and a light agent. can a light agent close a ticket. thank you.
Using workflows to automatically set classification of new tickets
Hello, I am trying to use a workflow to set a classification for a new ticket that is created via an email coming into my desk department. The workflow is working fine if I create a ticket from within desk, however if a ticket is emailed in then this
Text/SMS With Zoho Desk
Hi Guys- Considering using SMS to get faster responses from customers that we are helping. Have a bunch of questions; 1) Which provider is better ClickaTell or Screen Magic. Screen Magic seems easier to setup, but appears to be 2x as expensive for United States. I cannot find the sender id for Clickatell to even complete the configuration. 2) Can customer's reply to text messages? If so are responses linked back to the zoho ticket? If not, how are you handling this, a simple "DO NOT REPLY" as
Default/Private Departments in Zoho Desk
1) How does one configure a department to be private? 2) Also, how does one change the default department? 1) On the list of my company's Zoho Departments, I see that we have a default department, but I am unable to choose which department should be default. 2) From the Zoho documentation I see that in order to create a private department, one should uncheck "Display in customer portal" on the Add Department screen. However, is there a way to change this setting after the department has been created?
Zoho - Please explain difference between Thread view and Conversation view on Ticket
I have reviewed the help document here but am still not clear on the difference between the two views. As an example, I just had a back and forth on a ticket: - Customer emails support email. - I email back from Desk. - Customer responds back. - I email back from Desk. On the upper left drop down box on the ticket Zoho Desk now says this is "4 Threads" and "4 Conversations" . How is that 4 threads?? By my count it is 1 thread and 4 conversations (assuming by "conversation" Zoho means number of total
I need help to take Reports for tickets moved between departments.
Hi, I need help to take Reports for tickets moved between different departments. Pls guide Shyam
Export to excel stored amounts as text instead of numbers or accounting
Good Afternoon, We have a quarterly billing report that we generate from our Requests. It exports to excel. However if we need to add a formula (something as simple as a sum of the column), it doesn't read the dollar amounts because the export stores
Can multiple agents be assigned to one ticket on purpose?
Is it possible to assign one ticket to two or more agents at a time? I would like the option to have multiple people working on one ticket so that the same ticket is viewable for those agents on their list of pending tickets. Is something like this currently
Holidays
Hi; For defining Holidays, you need to add logic to handle the year as well as the month & day. We need to be able to enter Holidays for the next year. I need to add a holiday for January 2, 2017, but I can't until January 1st, which is a Sunday and we
One Support Email Managed By Multiple Departments
Hello, We use one support email (support@company.com). Incoming emails come to the "Support Department" and based on what the customer is asking, we route that ticket to different departments (billing, technical support, etc.). When users in these different
How Does Knowledge Base Search and Article Recommendation Work?
Hello, I would like to understand how the Knowledge Base search engine works. Specifically, does it search based on: The article title only? The full article content? Both, the article and the content? Keywords? Tags? Also, how does the system determine
How exactly does "Reply assistance" work in Zoho Desk? What context is sent to the LLM?
Hi, Im trying to better understand the technical behavior of the feature "Reply assistance" in Zoho Desk, and I couldn’t find detailed information in the current documentation. Specifically, I have questions about what data is actually being sent to the
Paid Support Plans with Automated Billing
We (like many others, I'm sure) are designing or have paid support plans. Our design involves a given number of support hours in each plan. Here are my questions: 1) Are there any plans to add time-based plans in the Zoho Desk Support Plans feature? The
Using Zoho answer bot across departments (help center articles from another department)
Hi Zoho Community, I’ve run into a major issue and hope someone here has experience with this setup. We currently have a Help Center in the department A where all of our knowledge base articles are maintained. However, we would like to use a Zoho Answer
Train Zia answer bot on only part of Knowledge Base?
We are trialing Zia answer bot and hope to use it on the knowledge base to help our users find the information they are looking for. I have found how to train Zia on the entirety of our knowledge base. But is there a way to train it on only certain categories
Inserting images into Articles or Knowledgebase
Hi, Are there any plans in improving the Knowledgebase text editor so it would allow inserting images through Windows clipboard via copy-paste? Say for example I took a screenshot using the snipping tool in Windows and I'd like to insert that image to
Zoho Desk: Macro to assign Ticket to self
Hello, We are using macros in Zoho Desk to set some fields and send a response. I would also like to assign the ticket to myself (or whoever applies the macro). I can only set a fixed agent in the macro, so I would have to create one for every agent.
Turn off Knowlege Base Follow options and Follower lists
Is there a way to hide or turn off the option in the Knowledge Base for users to follow specific departments/categories/sections/articles? If not, is there a way to turn off the public list of followers for each of those things? Otherwise, customer names
Zoho Support - contract notifications
Hi, I have a few questions about using Zoho support. Is there a way to add custom contract notifications like (90 days before expiry send notification e-mail to agent and customer, then another 60 days before expiry and another 30 days.). And is it possible
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