Restrict and Enhanced Agent View Management in Zoho Desk
Dear Zoho Desk Support, We are writing to request an enhancement to the agent view management feature within Zoho Desk. Currently, the platform lacks granular control over agent views, limiting an administrator’s ability to streamline workflows and ensure
Customize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green
Ticket's reply via email
Is it possible to reply a ticket via email instead of entering the ticket system ? Thanks
Cannot create KB articles in Desk Sandbox
I would like to test some knowledge base help center organization in the sandbox test environment. I can not add any articles because I cannot add any categories nor publish any articles in sandbox mode. When I attempt to create a category I get a notice
Initialize ticket ID value
Hello, I have a question: Could I initialize the ticket ID to a value? For example: "2014001" Best Regards.
Custom Ticket ID format in Zoho Desk
Hi @Ash | Zoho Desk , I just saw your response on this ticket https://help.zoho.com/portal/en/community/topic/custom-ticket-number-16-2-2018 regarding custom ticket id configuration in Zoho Desk but couldn't find same settings in my Desk account
Custom Ticket Number
Is it possible to set the ticket number to start from a custom value? For example we did trial testing and used ticket numbers #101 - #115. Would it be possible to roll out the program to the rest of our employees with ticket #1001?
Custom Ticket ID's
I would like the functionality to create custom ticket ID's within Zoho Desk. This would come in handy for sure
Looking for best practices with regards to the formatting of articles
We are very much struggling with the formatting of articles. Ideally we document everything in-house and then upload those documents to Zoho Desk Help Center or copy-paste the text into the editor, but bold text no longer looks bold; format of headings disappear, etc. Please share any best practices so the style of our documentation stays consistent, and we don't loose too much time on all of this. Also wondering how you easily export articles into one bundle, to turn into a user guide or sth? Thanks!
Autocreating many Tickets, if client sends autoreply
Hi, with subscription the invoices are automatically sent monthly. When the bill recipient is not in the office, the people often have an autoreply set in their email program. As a result, Zoho Desk is constantly creating e-mails as new tickets. The ticket
Introducing Cliq Notifications for the Activities modules
Hello everyone, The Zoho Desk - Zoho Cliq integration allows agents to get instant notifications when various actions are performed on a ticket, for example when a ticket is created, when the status is changed, a ticket is escalated, and so on through
How to manage emails, Outlook and ticket
Hi, We are using Outlook for our support@ email, and I want to move to Zoho Desk. We receive many emails, some automated, some from customers, and some calendar appointments. I guess we need to get used to utilizing Zoho Desk as our main email client,
Introducing accessibility personas for an inclusive Zoho Desk experience
Dear Zoho Desk users, As part of our ongoing effort to make our platform accessible and user friendly to people from all walks of life, we have taken another step in alignment with the Web Content Accessibility Guidelines (WCAG) to provide a positive
How do I setup receiving a notification when a new ticket is created?
I have the free edition of Zoho Desk, and want to receive an email every time a contact/user submits a ticket.
How to add subAccount in the account
How to add account into account e.g Tata Group Master account Tata Trust Child Account Tata consultancy Child Account Tata Infra Child Account and then i should be able to add contact with any of the accounts
Auto Close a ticket
Good day, I am looking for a way to close a ticket if there is no response from the customer for more than x hours. I have read various posts about supervision rules, but none fit the ultimate goal. The idea would be to create a rule. If a ticket is in
Change the predefined email adress for answering tickets in Zoho Desk
How can we change the predefined email adress for answering tickets in Zoho Desk? How can we asign different email adresses to diferent groups of Agents? Is it possible to autoselect the predefined email adress depending on a particular field of the
NEW RESPONSE CLOSED TICKETS NOTIFICATIONS PROBLEM!!!!
Dear All, We have a big problem with Zohodesk. As you know, when a ticket is closed, the customers can continue to reply to the same ticket via the same email chain. To be able to be aware of this situation, we have a Workflow rule to notify our agents
Forwarding tickets on behalf of a customer (no ticket creation!)
Hello, I am aware of the possibility to create a ticket in the name of another person (a customer). I wonder how I can manage the following situation. There is a customer ticket and I receive an email in my mailbox (not connected to Desk) and I want to
Create tickets on behalf of the sender while forwarding emails
So I was chatting with Rahul today, thanks for your help. (You guys need to update your support page where it says manually entered tickets are set to unassigned. They are not, they are set to the logged in user but please make that an option to default always to unassigned.) Anyway, our sales and customer service team forward a lot of emails to our support department. Now that we are using Desk we want to just forward customer support requests there. However, we found that even if the support person
Direct Assignment rules problem
Hi, I transferred one of our address to zoho desk so it create a ticket. (this part works) Once arrived, I want the ticket to be assigned to one of our teams. So I created a direct assignment rules. Does not work. Where I did wrong? (see screenshoot)
Extracting Zoho Desk ticket attachments
Hi, What URLs should we use to extract/copy and load actual ticket attachments from Zoho Desk? We're able to query ticket details and attachment details from the Zoho Desk, and our next step would be to copy the attachments themselves. Thanks for advising
Search Operators
Can we add search operators to the desk search? Or the ability to refine a search with advanced filters?
Agent Notification: Response from Contacts in the CC
Hey, I have a use case for the notification being sent to Agent when multiple contacts in the ticket respond. Agent always gets email say Contact Person{Case.ContactName} who raised that ticket have responded to the ticket even if the second or third
Email notifications does not state the correct sender if cc'd recipient has replied
When I get email notifications from Desk when a customer has replied to a ticket, it always states the main customer has replied even if someone that was cc'd in actually replied. I will show an example here:- The below screenshot shows two notifications
Setting the email subject when replying to a ticket?
When we go to Tickets, click on one, and click on Reply... how do we customize the email subject line? We have our Shopify support forms routing to Zoho Desk, and it is less than ideal for customers to get emails titled things like "Re:[## 112 ##] New
Serial Numbers In Zoho Desk
We have a few products but each product shipped has a serial number that is unique to the customer that we use to see when that product was built, the specs for that product and how the product was built. We do not want to create a product for each serial
Link tickets to more than just a contact....
We are currently using CRM for our property management business and are in the process of setting up Zoho Desk. The basic integration has been completed and we have modified the ticket layout in Desk. In CRM we have two custom modules called "Properties"
How to post announcement to all users in help center (and send via email)
Is there a way to post an announcement in the community and have it emailed to all users in a help center?
Zoho Desk Chat not showing up on my site
Zoho Desk Chat is not showing on my site after everything worked great, this is the code showing up on my production env (anonymized): <script>var $zoho= $zoho || {livedesk:{values:{},ready:function(){}}};var d=document;s=d.createElement("script");s.type="text/javascript";s.defer=true;s.src="https://salesiq.zoho.com/support.private/float.ls?embedname=private";t=d.getElementsByTagName("script")[0];t.parentNode.insertBefore(s,t);</script>
Zoho Desk - Customer Portal
I have a software platform where users use the mail and password to sign in. Can I add customers with the same mails and password for the user to access with in the customer portal in Zoho desk. I can update password daily. So, 1. Is there a way to add/update
Avoid reopening tickets from 'Thank you' or 'Postmaster undelivered' messages
Hi, I'm getting several tickets reopened due to customers replying with thank you follow up emails and specially from 'Postmaster undelivered' since customers originally CC'd incorect email addresses and we accidentally reply to them when replying to
Knowledge Base Accordion elements in HTML
I am wanting to build up a user guide in your knowledge base using articles. I would like to use collapsible sections (accordions) elements in my pages to make the reading better. I have used Bootstrap Accordion before or looking for other types of Java Script I could embed in the HTML editor of articles. Is this possible?... any advanced plugins or other I can use to make more rich content in my articles?
Is it possible to notify a non-ticket owner agent (who has previously also replied to a ticket) when a user sends a response?
User (our customer) sends a support request in. An agent replies - an automatically becomes the ticket owner. Another agent also replies The user replies A notification is sent BUT only to the owner agent. Can the user response notification ALSO be sent
Agent on Holday
Is it possible that if an Agent is on holiday, that tickets can be temporarily assigned or something similar to another agent or Team? So the Agent would amend a setting somewhere or mark himself on holiday somewhere and the reassignment or notification
How to customise Authorisation Request email
How do I access the template for the authorisation request section in blueprints ? When the email comes through it has no styling at all and could be mistaken for a phishing email Where can I change this as I can't find it in the Template section
Flag/Set Mail as private afterwards
Hi! Is it possible to flag or set a Mail after sending/receiving for example from an internal conversation to private to hide it in the help center. If this is not possible, why is this not possible. Sometimes it is necessary to flag/set an Mail to public,
Zoho Desk - Account Owner bulk trasfer
Hi guys, I have a Customer Success Manager who is leaving his job, i recruite a new CSM to replace him, On the old CSM agent , there are roughly 200 accounts (the clients he was managing), i want to bulk transfer the whole accounts from his account ownership
Lookup field to be visible in help centre
I'm building an internal helpdesk and want end users to be able to select their Line Manager from a lookup to the Contacts module.... I can create the module, but can't get it to be visisble in the Help Centre How can I do this ?
Integrating Two-Way SMS Conversations via Twilio with Zoho Desk and Linking to Tickets
I am looking to integrate two-way SMS conversations into Zoho Desk using Twilio. My objective is to enable our support agents to send and receive SMS messages directly within Zoho Desk, with all SMS communications linked to the corresponding tickets.
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