Closed Tickets
When will an update to the Zoho Desk add the ability or functionality when the ticket gets closed it says closed. As of now when I close a ticket people can reply back to the same ticket and it will reopen. It shouldn't be an issue when this was first
Organize your knowledge base articles in a custom order
Hello everyone, In your knowledge base (KB), articles can be displayed based on the time of creation, time of modification, or in a custom order that allows a static view of articles in the help center. Previously, the custom order was an option limited
Edit Format of Subject in Helpdesk Mails
Hi all, is there any way to edit the format of the subject in desk mails? Currently it's looking really ugly. I would prefer to have the Ticketnumber at the end and also a space after "Re:". Current Format: Re:[## 104 ##] Test Ticket Preferred Format:
Line application won't create a new Ticket
Previously, when we resolved a customer inquiry through Line chat, we would close the corresponding ticket. However, starting last week, we encountered an issue where customer queries within the same chat were not assigned new case numbers or marked as
Track agent work activities and attendance with the agent attendance tracker extension
Hello everyone, In this post, we will discuss the importance of tracking agents' attendance, the current challenges that businesses are facing in this area, and the key benefits of monitoring daily activities. Managing agent attendance effectively is
Is "Agent" as broken as it seems?
I just want to pass this by the community because I'm certain I'm missing something here: Out-of-the-box, Zoho Desk has two pre-defined Roles: CEO and Manager. It also has a few pre-built user-types (each of which have a pre-assigned and uneditable Role
Pin Comments in Zoho Desk
Hello, I'm writing to ask if there is a way that we can add a "pin" option to comments so that a "pinned" comment would show at the top of a ticket for review? Also would like to suggest if there could be a tab at the top section for "comments" section
Improved communication with bulk WhatsApp messaging
Dear Desk users, We have added the option to send WhatsApp messages in bulk to multiple contacts. Agents can select multiple contacts from the All Contacts View list and send WhatsApp messages to all of them at once. This action is useful especially when
Auto detect language in desk
Hello. I'm wondering if there is a setting in Zoho Desk that can automatically detect the language of tickets created in Zoho. Currently, we're experiencing issues where some tickets are marked as -None- for language, while others are correctly identified
Sorting tickets by the most recently updated first
How can I sort tickets by latest activity/last updated ? Is this possible?
Pinned important comments and threads in tickets
Hello everyone, We are happy to announce that users can now pin important comments and threads in a ticket. This feature helps agents quickly access the customer's requirements and stay updated on the latest developments to ensure they have up-to-date
How to remove desk-mailer.zohodesk.eu from New Ticket email from address
Hi Can someone advise how to remove the desk-mailer.zohodesk.eu From the auto email. Both the Agent and Customer email as this email address in the from and it looks very ugly and unprofessional. I have setup the additional email accounts and custom SMTP
Changing department name
Hi, I want to change the department name from customer success to customer support. Will this change have any consequences to the department id (which we use in Zoho Analytics) or email address etc?
Zoho Desk: What's new in 2024 | Feature release
Zoho Desk's 2024 release is here! This year, we are bringing you a range of highly-anticipated features, including some that are designed to meet unique and industry-specific needs. With solutions for personalization, automation, AI, ticket management,
How to create a workflow that automatically split as new ticket in Zoho Desk
How to split a ticket using custom function in workflow where all new email or reply with same customer will be split as new ticket to avoid merging of ticket number
Views on KB Articles
In the insights section of an article there is a view count. This number is also available in the list of kb articles. How can I get a list of all kb articles with views? It;s not in the exported data nor is in the advanced analytics area. Would
Do not Receive Notifications on top Right When Email Comes in
Hello, Some time yesterday or two days ago, I am unable to get notifications found here: I still get emails to our domain, but just do not get any notification on Zoho.
Create a report that would reflect linked JIRA ticket on a Zoho ticket
Hi Support team, Would just like to ask if there is a way to create a report in Zoho Desk where it would show list of zoho desk ticket details (Ticket ID, contact name, subject, etc) and it would also show the JIRA issue it is connected to?
Documentation
Does anyone use the built-in Zoho Knowledge Base for technical writing/documentation? If so, what is your workflow? Do you use Zoho Writer or some external tool for authoring?
Notification Center doesn't update anymore
We are used to using the Notification Center of the Zoho Desk to follow all tickets updates, but I've noticed its last notification was from 11 days ago, as shown in the image below. How I can found out why this happened, and how can I resolve it?
Default Dashboard Additional Filters
Hi Zoho Desk Team, Is there a way to add more filters to the default dashboard, like "Country" and "Account Name"? Right now, the filters are limited. Also, can you extend the duration filter to 1 year? Currently, it only goes up to 1 month. Thank you,
Zoho Outbound email rate limited.
Hi, A staff member sent through an email to the customer's hotmail account and we received the below error. Original-Recipient: rfc822;customer@hotmail.com (changed for privacy) Final-Recipient: rfc822; customer@hotmail.com(changed for privacy) Status:
Clickable url in Zoho Desk ticket
Hi, I've the following code: mp.put("subject","Controleer het nummer van " + bedrijf + ""); mp.put("channel","Automatisch gegenereerd"); mp.put("description","Zie https://crm.zoho.eu/crm/org2XXXXXXX/tab/CuXXXXXXX/"+ Id + " voor afhandeling van dit ticket");
Zoho Desk Keyboard shortcuts - Send the message im typing
Hello Community! I was going through the keyboard shortcuts and found many wonderful options. However, the specific shortcut I was looking for wasn't listed. It would be convenient if there was a keyboard shortcut to send the message I am typing without
Ensure safe file attachment and sharing with Attachment Control in Zoho Desk
Hello everyone, The Attachment Control feature in Zoho Desk is designed to help you better manage and secure the files attached to support tickets. Why Attachment Control Matters? Imagine you’re handling a support ticket where a customer has uploaded
Zoho Desk deletes Description thread on owner change
We have been experiencing some issues for a few months with our tickets. Our emails are directly linked with zoho desk email to create ticket on email reception. Tickets are populated automatically. Randomly, when we make changes to the ticket, and change
Zoho Desk help center link Contact module
When using the Help Center, is it possible to have users fill in their country and company during registration and link this information to the basic fields in the Contact module?
Customer Agent can see all company tickets
Hi together, we have a lot of customers with an onsite contact who needs to see ALL tickets from his company. Lets call him "First-level Agent onsite" It would be great to have an option to say "Okey, John Smith can see all Tickets from "Company XY" in
Alert agents when tickets need attention (e.g. older than X days and still "open")
Is there a way to have the ticket owner be notified when one of their tickets is more than X days old and e.g. is still in an open status (i.e. not "waiting on customer" or "on hold"? In other words, to alert them when an old ticket needs their attention?
Move tickets to a specific layout within a department using macros
Hi everyone, In customer support and service management, efficiently handling tickets and ensuring they reach the appropriate team for resolution is crucial. To improve our ticket management process, we’re introducing the "Move Department" action within
Allow us to have multiple transitions between statuses
Some of our implementations would greatly benefit in a simpler Blueprint setup when Zoho allows us to have multiple transitions (buttons) to come from-and-to statuses. Right now, it's only one-to-one: Status A -> Transition "Go to B" -> Status B We would
Importing Data in Zoho Desk: Improved UI and added functionality
This feature is being released in a phased manner and will be available only to those who request it. Use this registration link to provide your information and request early access. We will enable the feature for your Desk account. Hello everyone, We
Unable to Create Duplicate Help Center Content
There is a severe flaw in design for multi-branding and the help centers .So far work-rounds are not possible by this flawed design. It has been covered here before that in multi-branding mode you cannot share articles between two different help centers.
Zoho Desk Report all including additional columns
Good afternoon, As of this morning, all of our Reports have additional columns, which have broken a lot of out reports that are extracted from Zoho. These columns include titles like: Tickets support.report.export.reference.id This only shows when you
ASAP widget persistence across site pages
Hi, I was wondering if anyone has found it possible to persist the current article/module the user has open on the ASAP widget when they navigate between pages on your website? I am testing ASAP out and one annoyance is that every time the user changes
Agents don't have access to Help Center Users
I have set these permissions under the Agent profile, according to help documentation this should allow Agents to access and edit the User accounts (end users) for the help center. However, agents get this message: This are the settings in Agent information:
Zoho Desk Permission Level
Hello, We have a customer that has 8 locations. There is one individual the director of operations who needs access to see tickets for each location. However, he is not an employee or agent for my company. How can I set this up for him? I dont want him
Zoho Desk 2024 Autumn release
Greetings Zoho Desk users! Earlier this year, in February 2024, we released an array of features ranging from process orchestration to ticket management, self-service, and more. Here is the announcement post for reference: February 2024 release announcement.
Zoho Desk Autumn Release - 2024 — Post 4
Continued from Zoho Desk Autumn Release - 2024 — Post three Integration Streamline field service operations with the Zoho FSM extension The Zoho FSM extension integrates field service management with Zoho Desk. For example, if a ticket requires on-site
Zoho Desk Autumn Release - 2024 — Post 3
Continued from Zoho Desk Autumn Release - 2024 — Post two Instant Messaging Mass WhatsApp messaging for efficient communication Agents can send WhatsApp messages to multiple contacts at once, which is useful for various activities, such as onboarding
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