Zoho Desk Autumn Release - 2024 — Post 5
Continued from Zoho Desk Autumn Release - 2024 — Post four SDK Flutter SDK support for mobile app developers Integrate the ASAP SDK with Flutter for cross-platform mobile app development, expanding support capabilities across different mobile environments.
Allowing end users to deactivate their end user profile
Most of my customers have requested the option to allow them to deactivate their end user profile(account) on their own without having to submit a request to do so. With that said, I told my customer(s) I would pass the feedback over to the team Looking
Child/Parent Beta
Is there a way to create a workflow based on if a ticket is a parent/child? IE: A parent ticket has a comment added, notify owner of child ticket(s) or vice versa?
Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service
Internal Tickets?
What is the best practice for "Internal Tickets"? I want to update tickets for things like router upgrades, server maintence, etc. What is the best way to do this? Do we create a generic account that is the "customer" or is there a better way?
Can't send email through my own SMTP server with TLS or SSL
I added a From Address. It works ok when replying to tickets if I do not use my own SMTP. If I do check "Use my SMTP" then it only lets me save if I select Connection Type: Plain on port 25. If I try to do SSL or TLS on any port, it gives me this error
How to create auto replies within Desk?
I would like to create automatic replies when emails matching certain criteria's are received. How can this be done?
Zoho desk slowing down
Hi team, A number of our agents have reported that Zoho desk has been slowing down in the past week. We're seeing longer loading times for tickets and slowness when updating ticket properties/fields. Is there any known issue currently ongoing that could
Setup page changes: Regrouping and categorization of features
Dear Desk Users, We're pleased to announce an upcoming revamp of the Desk setup page. These changes are intended to improve the organization and visibility of features on the setup page. Why are we making these changes? Simplified navigation Our primary
Weekly columns needed in Zoho Desk Countdown mode / Kanban view
The Kanban view in the Countdown Mode of Zoho Projects (in Kanban) needs to be able to custimzie the categories beyond the two day limit. Please add "1 week", "2 weeks", "1 month" "over 1 month"
Round Robin Assignment to Offline Agents
Hi guys, how come when im using this rule its still assigning tickets to agents who are offline and not working, Can i change this? Its sequenced assignment Thanks
Zoho Branding
How do you remove Powered by Zoho Desk branding from the knowledge base footer? This branding should be automatically removed for all paying customers on all platforms. I am not advertising your company on my documents, emails, etc.; I am promoting my
Zoho Desk - Max number of Webhooks
Hello, Is there any way to increase the number of webhooks available in Zoho Desk ? In Zoho One as in the different plans, the limit is10. If no option exists today, is there any plan to increase the limit please ? Thanks
Notification Center - mention on ticket
We do not get notifications in the Notification Center in Zoho Desk when someone is mentioned in a ticket. I get an email, and I can see it in the Team Feed (which we don't really use). Is there a way to enable ticket mention notifications through Notification
Random automated Customer Happiness survey
I don't want the survey to go to every customer every time I close a ticket for them. I also do not want the agent to decide when they will send the survey. I would like to set a random timing such as "no more than 2 surveys per day", or "send survey
Issue email server (Belgium 21/08/24)
Hello, Is there an issue with the mail server?
Error message when trying to open files/attachments (excel, pdf)
Hi, Some of my colleagues get the following error message when they try to open files/attachments in a ticket: {"errorCode":"INTERNAL_SERVER_ERROR","message":"An internal server error occurred while performing this operation."} How can we solve this
Image uploads in Zoho Desk not working
Hi everyone, We've been experiencing a new bug today. We can't paste in screenshots to our ticket replies anymore, and at the same time when we are trying to upload an image to the ticket through the text editor we always get an error message that states:
Seeking Email Parsing Software for Work Orders Integration with Zoho Desk & Zoho FSM
Hi everyone, I manage a lot of my work orders via email, and I’m looking for an email parsing solution that can help streamline the process by automatically extracting data from emails and attachments. I use Zoho Desk and Zoho FSM to manage these work
No puedo cargar imagenes en los ticket
Estimados, Su ayuda, ya que no puedo cargar imágenes en los correos y esto es una tarea diaria Añadir imagen
Portal Login
Customer originally used his company email address but now no longer has access to that email. I have updated his CRM contact with the new email address but he is unable to login to the portal or do a password reset.
Redact tickets in Desk
Is there a way to redact the information on tickets without deleting the ticket itself? For instance if personal information was contained in a ticket and we wanted to delete this permanently but without losing the history of the ticket, so analysis would
Ticket creation via forwarding by agent
In the past, one had to type: #original_sender sender@email.com as the first line in the email when forwarding a email to Zoho Desk to have the original sender be added as the ticket contact. Is that no longer a requirement?
Copy Workflows between departments
I have workflows that I want to copy to different departments... is there a way to DUPLICATE or COPY a Workflow from one department to another?
Default ticket template zoho desk
Hi. I've created a ticket template. However, when I want to manually create a new ticket, I need to select the specific ticket template first. How can I set this ticke template as default, so that I don't have to select it each time?
Ability to see historical preview of past ticket for contact/account in the Ticket Properties section
Hello. Would it be possible for us to have a snapshot of the current contact/account's ticket history in the Ticket Properties section when we're doing a ticket? If we could have a small bar that shows how many tickets the contact/account has in what
I want a contact to create a ticket and the ticket should be assigned to all the accounts linked to that contact in desk. Is this possible?
If a contact, who is linked to multiple accounts, creates a new ticket, is there any way that the ticket is assigned to all the accounts to which the contact is linked to?
Send & Pending
I know that there is already: Send Send & Close But there is no: Send & Pending Send & On-Hold. I understand that you can create a workflow, but the problem is the status depends on the ticket. For example in some cases, I want to send the reply and close
More Default Send Behaviors for Tickets
Desk Team, After trying to configure my default send behavior. I noticed that only 2 options were available and I am disappointed that I cannot add more. I'd like a send behavior so that when I click send it sets the ticket status to pending so the ticket
Send and Close by default
We always close tickets when replying to customers. However, the "Send and close" is the second option and only available via the send button dropdown. This is a disaster from a design point of view, because the dropdown arrow is close to the cancel button
Public Release: Implement JWT Authentication Mechanism for Help Center
Hello everyone! We are excited to announce that the JWT Authentication Mechanism for the Help Center has been rolled out for public release. This feature was initially made available on a request basis and is now accessible to all. We hope that it will
Send and update status in the Tickets module
Hello everyone, We're excited to introduce the Send and Update Status option in the Tickets module, available alongside Schedule Reply and Send and Close. Overview of existing options Schedule reply: This option enables customer support teams to schedule
Deleting Attachments from Zoho Support Ticket
One of my coworkers asked me if there was a way to delete attachments from a zoho support ticket but couldn't find an obvious solution. Is it even possible? If so perhaps a permissions issue?
Send Email Reply Action in workflows use the agent to created the work flow even if it was triggers by a different agent
Hi team, Would just like to ask for assistance as i recently made a workflow that is triggered on when a ticket is edited. What it is supposed to do is that when Agent A clicks the "Acknowledge ticket" transition, it would trigger this workflow that sends
Automating WhatsApp Response with Team Selection in Zoho Desk Blueprint
Hello, I’m setting up an automation using Zoho Desk’s Blueprint to handle incoming WhatsApp messages. My goal is to send an automatic response to users, asking which team they want to speak with (Team X, Team Y, Team Z) and then route the conversation
Making email templates/ snippets available in the Description field, in template layout
Hello, I would like to request the a new feature for email templates/ snippets to be made available in the Description field, in Ticket layout edit screen, just like it is in the agent email editor. Agent email editor Template layout description Use
Pin or Flag Comments/Emails
It would be great if you could pin a comment or email on a ticket. The interface could then have a tab that displays the pinned notes/emails for the case. From this tab you could unpin the note, or share the pin with another Agent. This could be a way
Spam Tickets
Hi Team, Last week, we discovered hundreds of messages from our customers in the SPAM Tickets Folder! Zoho Desk is classifying these messages as spam without sending them to my agents. I have turned off the Zoho Support SPAM filter, but the issue persists.
Effortless communication with individual contacts via WhatsApp messaging
Dear Zoho Desk Users, We have brought the option to send a WhatsApp message to a contact under the list of quick actions for ease of access. Now, agents can click the dropdown arrow next to the plus sign (+) from the top panel or use the keyboard shortcut
Defaulting to Search in All Departments
The standard search for Desk defaults to a specific Department. You can broaden the results by switching to Search in All Departments, but this change doesn't persist. Is there a way to set 'All Departments' as the default search scope?
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