Secondary email and ticket associates
If a contact has a primary and secondary email under the Zoho desk accounts, do tickets get associated with them regardless of which email address they come in as? I was thinking of setting a contact primary email as: no-reply@example.com secondary email
SMS Integration
I'd like to add SMS capabilities for workflows on ticket escalations and internal notifications. there are a few different options. Any feedback on SMS people are using or what this community would recommend? We have Zoho One and are hoping to not add
Auto-assignment of tickets based on CRM account owners in Zoho Desk
Hi, I want to automatically assign tickets to specific support agents based on a clients CRM owner. So in Zoho CRM, each account has an owner (accountmanager). Each accountmanager has its own specific support agent. I want that when a contactperson of
How to add ticket creator field in new ticket layout
Hi, I want to add a field with 'Created by' which contains the name of the person who created the ticket. Is there a default field containing this data or should I create this field?
Agents can create a single quote at the end of the month for all of a customer's tickets
I would need to create a single quote containing all closed tickets for a single customer at the end of the month, what do you suggest I do?
Deprecation of Basic Authentication in Exchange Online
Hi, We've been made aware that MS will deprecate the use of the basic authentication with M O365. When this happens, we won't be able to use the SMTP settings in Zoho Desk, as this requires authentication by credentials. Are there any plans to enhance
Enable Templates in Zoho Desk to allow attachments
Currently Zoho CRM templates allow attachments to be added to those templates and when used, emails from these templates contain those attachments. IN Zoho DESK, there is currently NO way to add an attachment to a template. This seems bizarre. Please let me know if I'm just not seeing it. If there really is no way to do this, can you please create functionality to do so? We would like our emails that go out to client upon ticket creation to contain a one page PDF attachment...
Issue with zDesk Ticket Searching
Hi zDesk Team, I would like to request for your assistance on this annoying issue with desk. This has been going on since last week, I do have open tickets on my dashboard but some of them can't be search even keyword assoc to the ticket. Here's a sample
How can i move multiple tickets to different department ?
I have 10 Departments ( Regions ) in Zoho Support . i want to mote multiple tickets at once to another department.how can i achieve it?
Zoho Desk and jira integration issue
Hi Zoho support, May we ask for your assistance as we are encountering issue when we create JIRA issue via zoho desk please see screenshot below for reference error: "support.integ.jira.file.a.issue.problem"
How to Change the Layout of an existing Contact?
After creating a contact in Desk, you need to change the layout because the incorrect layout was selected during creation. Even though the field is Read/Write by an appropriate profile, the layout field is not able to be changed. Is this not possible?
M365 Blocking emails from Zohodesk as Phishing
How to attach existing invoice to a Zoho Desk ticket
I have invoices already in Zoho Books but most recently I've setup Zoho Desk and imported all the previous tickets. How can I attach an existing invoice to it?
Change Layout in Bulk
Hello, I would like to know how I can change the layout of numerous tickets. I cannot change the layout via bulk update... We need to change about 500 tickets, how can we do that? Regards, Sven
Setting Up Email Parser in Zoho Desk to Automate Ticket Assignment Based on Ticket# or PO#
I need assistance with setting up an email parser in Zoho Desk. My goal is to automatically assign incoming emails to existing tickets by searching for either the ticket number (Ticket#) or purchase order number (PO#) in the email subject or body. If
Zoho support - escalation not working
Hi, I am using zoho support portal for our company ticket tracking and maintenance : 1. Intermediate replies considered as new ticket. 2. Escalation not happening - previously it worked. 3. Moderator doesnt recieve an intimation of new ticket in his email.
Possible to Manually Activate a Customer?
I have a customer who is getting the ticket notification emails but not the activation emails. This means that the tickets exist, but she can't log into the system to look at them because her account hasn't been activated. Is there a way I can manually
Viewing tickets by incoming support email address
OK so I'd like to view tickets by the incoming support email address so that I can decipher between company has emailed me. I have a set of 3 different support emails so company1 company2 etc etc. I'd like to create a view so that all the ones which have
"For Agent-forwarded emails, use original sender as Contact" function
Hello. I wanted to use the "For Agent-forwarded emails, use original sender as Contact" function, unfortunately it does not work.Tell me, what can I do wrong? I'm attaching screenshots.
Edit the Reply template
I have been looking all over and trying to figure out how to edit the reply temple to the customer. I ask because we need to edit the Subject line to match the email they receive after their initial contact. -- ie the Subject will say [XM #100] Your ticket
Is there a way to color code desk tickets? Or distinguish the type?
We get two kind of desk tickets but there's no way of telling which one they are unless you just read and know. I was wondering if there's any way to color code them?
Changing the colour of the "View Ticket" link in email templates
How can I change the colour associated with the placeholder ${Cases.SUPPORT_PORTAL_BUTTON} ? It's currently green and I need to change it to fit in with the branding of the rest of the desk
Ticket description field
Hi, I wanna know can we remove the editing option from ticket description field? I want to use simple plain text instead of editing options on the top to bold, color change, italic etc Thanks
Pin comment to top of ticket
Hello! I tend to leave comments on tickets I have open in Zoho Desk, but a lot of the times, I find myself having to comment down a "to do list" , which after emailing back and forth with users, I have to keep copying the comment to the top of the ticket.
Sort by Ticket ID
An agent swore that previously they were able to sort tickets in their table view by Ticket ID and that this functionality is no longer avaiable. I never experienced the functionality and was wondering if anyone has been able to sort by ticket ID? Tips
Hello i need To Extract Only ticket Body text. how can i acheive this
Hello Guyz! i am facing a issue on Zoho Desk in Ticket i want to integrate Zoho Task and Want the Ticket as Zoho Task Description. Any Guidence Please!
Updates to Accessibility Controls in Our Help Desk!
Hello everyone! Accessibility controls in Zoho Desk are essential tools designed to ensure that agents of all abilities can effectively engage with our platform. These controls play a crucial role in removing barriers and providing a seamless experience
Enable Merging Tickets from Different Departments in "All Departments" View
Dear Zoho Support Team, I'm writing to propose a new feature for Zoho desk: the ability to merge tickets from different departments within the "All Departments" view. Current Limitation: Currently, Zoho desk restricts merging tickets from within the "All
Knowledge Base UI
Hi, How can i log into the Knowledge Base in Desk using the same user interface the customers see instead of the user interface agents see. We would like to use the knowledge base in Desk for more areas of our business, but the default view for agents isn't as intuitive as the customer view. How can our agents use the same view as the customers or can we use CSS to change the existing agent view? I can only see an option to customize the customer view, not the agent view. Customer View (this is
Keep CC's on Forwarded emails
Hi We have a common case where an agent receive an email from a customer into their private address. Then this agent forward the email to the DESK account and this raised a ticket associated to the customer account. But if the first email from the customer
Request to Change Ticket Display Layout
Hello Zoho Support, I hope this message finds you well. I am writing to request a change in the display layout of our ticket information within Zoho. Currently, the ticket information is displayed on the left side of the screen. However, for better visibility
Contacts not displayed alphabetically
Hi, so when I look at my customer list and I go to a specific letter, e.g. A, I get all the contacts who's first name starts with A. This is what I want. However, when I click the display all, they are shown in alphabetical order, but based on the last
How can I use the ASAP chrome extension for multiple sites?
I have an APP that uses subdomains to create customer accounts. For example one client subscribes to our platform. He creates an account hosted on companyname.myapp.com Then another client subscribes to our platform. His account is othercompanyname.myapp.com
Push conversation to operator in guided conversations
I really would like to push the conversation to an operator from a specific deppartment in guided conversations, just like Zobot in sales iq. It would help a lot. For me it does not make sense to use sales iq for messenger, instagram and others, because
Hiding Agent Sign-In on Customer Portal
Does Zoho Desk plan to introduce a feature to disable the Agent Sign-In Functionality on the Customer Portal? I don't really want my customers to know what platforms I am using. It looks unprofessional to me Also its called the customer portal for a reason,
Hash removed from copying ticket ID
Hi, Some of our team have reported that the # is no longer included when copying a ticket ID, is this something that has recently changed? Is there a setting that controls this?
Zoho Desk feature for a customer so they can view all tickets entered across their company
How do I accomplish the following? Let's say for example that for the ACME company, they have three people on the team entering tickets. Let's say we have bill@acme.com, hillary@acme.com, and jane@acme.com. If Jane enters a ticket, is there a way so that Bill and Hillary can also see details of Jane's ticket? Thanks Glenn Goodrich
Polish language
Hi, I'm considering Zoho Desk as a helpdesk system for my company but the problem is that it has no polish translation. Do you have any plans to support it in the near feature? Best regards, Jacek
Can Agents set their own personal notification preferences?
I cannot find where Agents can set their own personal notification preferences. Some do not want to be notified every time a Team is assigned a ticket, or when comments are made. I can't turn this off globally because many Agents must be notified. Please
Zoho Desk custom domain for customers only, agents using desk.zoho.eu?
Hi, I would like to keep our helpdesk at helpdesk.mycompany.org, but access the desk as agent via desk.zoho.eu/agent/mycompany. I have at least one reason for it - when I have in Safari Prevent cross-site tracking on, telephony doesn't work. The log is
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