More suggestions to the Ticket History Tab
Rather than this relative time, it would be great to see the timestamp on items like this. Using the history to try and figure out issues is tough when you have to calculate the time in your head. Additionally, it would be great if you could click on
Open Tickets
Is it possible to get a notification if a ticket is left open for X amount of time? For instance, if a ticket is left open for 1 week, can I get an alert to follow up on the ticket and close it out if necessary? Thanks!
How do I enforce MFA for all agents in Zoho Desk
We use Zoho Desk. Enabling MFA is an option at the individual user level - so they can enable/choose MFA for themselves or not. We need to enforce MFA - so there is no option. How is this done?
View Ticket history without login
Hi, I have integrated a ticketing system in Moodle where our users can submit tickets. They receive email notifications for replies and can respond to tickets directly from their email. However, when we add a resolution and notify the user, they receive
No table view in "All departmens" mode
Hello, I would like to have an overview of all tickets, so I have to switch to "all departments". But here I don't have the possibility to activate the table view. But this is mandatory, so that I can see certain fields without having to open each ticket
ASAP widget broken?
Hello, i've only just recently signed up and finding the whole set up a bit of a minefield. I've created and embedded the ASAP widget onto my website and a couple of things seem to be broken. 1. The launcher icon is missing 2. The form to submit tickets
Tickets associated with my service contract are not subtracted from the pool of hours configured in contracts in Zoho Desk
Hello community, I hope you can help me with this query. I have set up contracts in Zoho Desk, and it is associated with a client that has a quota of 30 requests per month. In my client I have 4 email accounts associated that can make requests and these
How to create knowledge article base on ticket?
How to create knowledge article base on the tickets? For example: There is a ticket and several conversations. Finally, the ticket is solved. How to make an article to include all the content of conversation in this ticket. I know there is Resolution,
Is there a way to get Guided Conversation responses to appear on a ticket?
Hello When using the Create Ticket block, is there a way to save all of the responses the user has inputted on the ticket once it's been made?
Zoho Desk using APIs
We have generated the necessary tokens and successfully executed the following calls: • List all tickets • Get a ticket • Create a ticket We have encountered difficulties when attempting to perform searches using the APIs related to SEARCH, as it returns
Knowledge Base - Import PDF/Doc
Our company already has guides and manuals in PDF/word format. Is there a way to directly important these as articles for our customer portal? When doing a copy/paste the formatting gets a little skewed and images don't post over either.
Final reminder: Zoho Desk Old UI will be deprecated on December 15th, 2023
Greetings Zoho Desk users! Effective December 15th, 2023, the Zoho Desk old UI will be deprecated. This means that the option to switch between the old and new UI will no longer be available. We kindly request all users to move to the new UI by clicking
How to view all departments on one dashboard or ticket view?
Hi guys, We've just started using Zoho Support and found a very weird quirk. It seems that you need to click into each deparment to view the new tickets instead of just seeing a global dashboard of all tickets across all departments. Seems very odd, is this correct or are we missing something? If this is currently not possible, can someone from Zoho let us know if a global dashboard view is going to be developed soon? How soon? This is going to be a dealbreaker for us as we have lots of departments...
How to link Custom Fields in Ticket view
Hi team, I have created 2 custom fields in our Accounts Module would like them to show in our ticket information. We don't have Enterprise so I cannot do it via a workflow, but I know you can do lookup fields to link modules. How would I go about making
How can I delete Customer Portal User?
Hi, I have added two portal user. Now I want to delete these users (setup->customer portal->users), but I can only activate, deactivate and re-invite user. Before adding these users in customer portal, I have added them in contacts and after that I have deleted them. I have added theses two user with my 2 different email id. The reason behind is before going live I wanted to test my invitation mail, how its looks in template and its embedded link to accept the invitation, whether acceptance link
Notify on new comment
I would like to notify users when a new comment is added to ticket/request? So if someone is following request they would get email or text saying that comment has been added to this request. Or request/ticket owner get notified. Thanks Luis
Insufficient "previlleges" to perform this operation? All of a sudden
Trying to create a ticket report in the free version of Zoho Desk (Analytics > tickets by contact), same as I have always done for the past 4 years every 2 weeks, and I am receiving the following message: I am labeled as Support Administrator, and we
Grandstream PBX
Good day, all, Has anyone integrated Zoho Desk with Grandstream PBX? Looking to have the system ask for a ticket no if no ticket then create one and provide it to the caller before the call is put through. Am I asking for too much? Thanks
What is the Desk API?
I'm trying to fetch a lookup field data from desk to our creator application and it doesn't work. I'm guessing that my search parameter is wrong? On my trial function fetch if I use these: tickets = invokeurl [ url :"https://desk.zoho.com/api/v1/tickets/351081000145244764"
View tickets
Is it possible to have 1 person in a organization which can view all tickets of that company? Example: IT Manager of Company X wants to view all tickets of Company X, no other user can see all tickets of Company X.
Automatically associate contact with product
Hello, I created a Real State scenario at CRM where I have property owners that are contacts, and properties that are products. After creating a contact and a product, I associated them. My Desk is integrated with my CRM, and it automatically creates
Recipient accidentally added to ticket?
One of my users copied email text from a client into the description of a new ticket. The ticket was intended to be for internal use only, so imagine our surprise when he received an email notification, replied, and his reply was added to the ticket!
Issue with Blueprints in Zoho Desk
Hello, I’m experiencing an issue with Blueprints in Zoho Desk. I have some Blueprints that haven't been modified since July 28, 2023, but they suddenly started having issues. In some cases, it’s not possible to move to the next stage; when clicking the
Where can I find my documents
I am evaluating solutions to store text documents. I once created one text document on zoho and worked on it. I came back to zoho a few weeks later. Impossible to find it again. Is there a web page containing my documents or my folders? How can I retrieve
Ticket Views: filter criteria -> dynamic date values in relation to the current date
Hello all, It would be very helpful if you could build custom views in such a way that you do not have to adjust the criteria daily or at whatever interval in order to change the fixed date value as needed. For example, I would like to create a view that,
"Copy Field Values from one Module to another" how to use?
Hi everyone! I'm sorry if this question was already asked, I didn't find it! So let me explain: In my Tickets module, we have the custome field "customer type" where we indicate if it's a lead, user, etc... In the Contact module I used the "type" field with exactely the same entries. I would like when in the tickets module an operator choose an option that it automatically update it in the contact module. I found the "Copy Field Values from one Module to another" custom function which seems perfect
Opening & working multiple tickets
We work in multiple tickets at the same time. Currently to do this, we have to open multiple instances of Desk. Is there a way to do this by just opening multiple ticket tabs within 1 instance of Desk?
Merge tickets
Hello, I am attempting to merge two tickets; however, the option to merge does not appear to be available. Could you kindly confirm if this feature has been relocated or removed? Additionally, could you please provide guidance on the correct process to
Zoho GC Flow is not showing in IM Channels
I have added my social IM channels in zoho desk. Created a GC Flow to automate conversations. But Guided conversations are not showing in any platforms I have chosen; WhatsApp Instagram Messenger Web (Business Messaging) In the flow I mentioned these
Set recurring tasks in Zoho Support?
Hello, We use the task function in Zoho Support to set reminders for "due dates" of important events, such as lease expirations, etc. Is it possible to set some of these as recurring yearly? As of now, we have to reset every task manually after one year. Is there a way to have it reset automatically? Additionally, is there a way to import a list of tasks and their dates into Zoho Calendar? I have not been able to do it from Zoho Support to Calendar. I tried exporting tasks from Zoho Support,
Schedule a regular backup
In CRM I have a regular backup setup. I cannot find an option to backup Desk? I would like to take a backup before I test syncing products between CMR and Desk.
Limit who can submit a support ticket to your site?
Does anyone have a use case for needing to limit who can submit tickets via your help portal? Some of our customers want to have end-users view our knowledge base articles and see tickets their IT groups have submitted but they do not want end-users to
Allow us to disable the Reopen Ticket button after a ticket is closed
Disabling the Reopen Ticket will allow us to have more control over the ticket's flow. According to support, this is currently not possible. Please add this to let us, the customers, mold the ticketing system into something that we can use for our business
Assigning Tasks and Requests to Groups... how do I?
Guys, I've spent many hours exploring Zoho Support and we are generally satisfied with the system. I'm trying to understand how a system that has so much to offer can be missing GROUP assignment and queue functionality. I am hoping that there is a way
Remove the [## XXXX ###] from subject replies
For our organisation we would like to have the [## XXXX ###] removed from subject replies. Cheers, Jurgen 365VitaalWerken
HOW TO: Searching a thread (email body/text) with a custom function, allowing filtering and specific actions
We are still trialing out Zoho at this time, but have found a major expected feature to be missing - the ability to search within the text of an email for automation/workflows. NOTE: You need to create a connection for zohodesk under settings -> Developer
Partnership Proposal for Supporting Number Porting Services in Singapore
Dear Zoho Representative’s, I hope this message finds you well. My name is Honelito Gilos, and I represent Borderless Hub Pte Ltd (Singapore). We are a Telco here in Singapore specialising in providing seamless number porting services, and I’m reaching
Integrating Zoho Desk Instances from two separate organizations
Is it possible to integrate Zoho Desk with an instance from another organization? For example, creating a ticket in one organization can cause the creation of a ticket in the second organization? Or certain tickets from one organization be viewable by
Response Violation - Zoho Desk
Hi Team, I just need an information regarding the zoho desk - Response Violation and how can we avoid the tickets from getting the tickets response violated.
Unable to access Zoho Desk at all - has an extreme slow load and then just remains blank
This is all I see:
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