Support Contracts with SLAs to specific subscriptions
I have 2 main questions: 1. When I create a support contract for an account, I can associate an SLA and a product with that contract. I would like to know if it is possible to activate the SLA of this contract only when a ticket is opened that contains
Arrow keys have stope working in the description Panel
So weird little issue, when I am typing up a description in a time entry the arrow keys for left and right have stopped working I can still go up and down but side to side just does nothing, to my knowledge i have not changed anything but was wondering
Extending multichannel support in Guided Conversations
Hello everyone! In this post, we will discuss the importance of creating GC flows for different channels. Guided Conversations are structured dialogues designed to assist users in achieving specific goals or tasks on a conversational interface. These
Sharing tickets with externals to collaborate
We have tried to find a no-code solution to share tickets with external 3rd parties for collaboration. Let's say our customer opened a ticket for a server problem and we want to "add" the manufacturer of the server for collaboration. We tried to forward
Ability for Agent/Customers to Respond to Happiness Ratings
We utilize Zoho Desk throughout our company - which means agents of one department are essentially customers of other departments. We recently implemented Customer Happiness ratings in our ‘closed’ email notifications. I’m now noticing that agents (regard
Report on time from Ticket Open to Ticket Close
We do not track the TIME ENTRY on each ticket, and want to create a report using the Ticket Created Time and the Ticket Closed Time to track the time spent on each different classification and per Agent.
Create tickets on behalf of the sender while forwarding emails from a CONTACT
I am aware of the setting "Create tickets on behalf of the sender while forwarding emails" however this only works when forwarding email from an Agent - is it possible to make this work when forwarding email from another contact to the desk? We use the help desk as an internal support helpdesk for our company so we often have the scenario where emails are forwarded from one of the contacts to the support desk, the agent then changes the ticket contact to the original sender but the reply to address
Adding Departments in Multi-brand Customer Support
Hi, I would like to know if is possible add more than one department for each help center when I'm using Multi-brand ?
Can you use variables in Desk specific views
I would like to add a specific view to Desk that uses the loginuser variable. Is that possible?
Add Knowledge base in our website
Hello, We would like to pop only the knowledge base articles to show when a button clicked in our website. How we can achieve that?
Custom text field for ticket classification
Hi, Is there a way to include a custom text field when assigning classifications to Zoho tickets? We have 7-digit references we need to be able to include somehow in tickets for reporting purposes. This will help us classify tickets to individual customers.
Multiple email addresses
We have tickets that use the same e-mail address for multiple people in one office. When we create a account with that persons name and they share a e-mail address with another person in their office, we cannot input the e-mail address in to that persons
Happiness Rating Multiple Emails
Hi ZohoDesk support. We need assistance regarding the multiple emails we receive when we enable our Happiness Rating. Kindly advise on this please. Kindly refer to below and/or attached screenshot.
Making one department's tickets availble to all end users
I appriciate this request may be a very specific use-case, but here goes. My company will be using desk as an internal helpdesk for various departments (2 to start with) People (aka HR) Users will submit personal requests to the People team re pay/contracts/employment
Comment Pinning
Hi Zoho Community, We request to add this new feature - COMMENT PINNING. This will help us pin an important comment atop from incoming/outgoing threads instead of adding new comments that will be flooded with new threads. Looking forward from your updates.
Hide WhatsApp Icon in Tickets
How can I hide the WhatsApp icon in the Contact Info of a ticket? We do not use it and I don't want to confuse my agents.
Can not get Custom Module to show in Layout
I have created a custom module called "systems" and have added it to my required layout. But I can not get it to actually display to the help center end users : If I click on the gear then there are no options for permissions, I've gone through all of
Specifying Today in filter criteria
In looking at custom views, I can't find a way to specify "today" (or now or whatever) as part of the filter criteria. My initial look suggests I can only hardcode a date. I found a post here that asked for this 6 years ago but nothing indicating this
400 Bad Request
Dear Community, While accessing the Zoho desk via my custom domain, The webpage returns with a 400 Bad Request error. Kindly, guide me to resolve this issue. Best Regards, Manoj Kumar
Tickets not appearing without Refresh
I have a user who is not getting tickets pushed to his account. He has to refresh the screen to get tickets
Zoho Desk - Search Account
Good morning, in Zoho Desk is possibile to show account address instead of phone number (img 2)? We have multiple account with same name and phone number is an useless information for identify right account, address is more usefull and a more readable
ZOHO DESK guided conversation responses
Hi I have been using a block with customer rating for our whatsapp integration. It works, customers can rate us... But what can I do with those ratings? Is there any way to link it to the actual customer satisfaction module? Or is there any way to have
Getting a notification when a new article is being posted on KB (Knowledge base)
Hello Community. I've been using Desk for some weeks now (with great pleasure ;-) ). I've been asked by my people if it was possible to get an email notification when a new article is being posted in the KB. Is that possible ? I don't see an option. Thanks
Initiate meetings from the Tickets interface using Zoho Meeting extension
Hi everyone! With the new integration between Zoho Meeting and Zoho Desk, you can now easily schedule and initiate meetings directly within the ticketing interface, without the hassle of switching between different platforms. This integration empowers
Export blueprint as a high-resolution PDF or image file
This would be a good feature for organizations that want to share the blueprint process with their employees but don't want them to have access to the blueprint in the system settings. At the moment all that users can do is screenshot the blueprint or
Slow Ticket Creation
Good Morning, We have 2 emails for Zoho desk support@ and logistics@ we are finding the logistics@ email keeps getting delayed tickets. Had a ticket time stamped 8:15 am but did not show up in Zoho Desk until 9:49 AM This is the second time we have had
Cloning functionality - workflows, SLA and views and more....
Hi team, There a many time consuming tasks and action in Zoho Desk that could be easily and dramatically improved with a clone functionality. Is there any feature in the roadmap on this at all? Kind regards, Hasna Ben-Haddou Customer Experience Ma
How to Calculate Ticket count?
Dear ZohoSupport, We have SLA model like this; Customers can open ticket releated to their SLA packet, and SLA packet says that, for example this customer can open 30 tickets for 1 year, Customer has opened 10 ticket then we want to see that, "This customer
custom modules export/import
I have created custom modules in Zoho Desk. I would like to double-check that custom modules cannot use the export/import function? I cannot find my modules option in the options.
Field Dependencies - Controlling child field display order
Hello, I have two drop down fields on the Help Center ticket form and use a Field Dependency on the parent field, to control the child field contents. Initially, I assumed the child options I selected would just be displayed in the order I had them sorted
View On list for client?
Hi Newbie here investigating Zoho for our business. Is there a way to have a "view only" display for our customers to see a list of their current tickets? I am basically looking for a way to be able to report back to clients what the remaining Open tickets
Desk doesn't work
We're experiencing problems with Zoho Desk. Tickets load very slow or show an error page. We're also unable to perform actions such as assigning an agent and other fields, and replying on a ticket also doesn't work. Can someone have a look at this p
Zoho Desk is down
Hello, It looks like Zoho Desk is down (not loading). See screenshot below for reference.
Delayed messages
Hi everybody! I am testing Zoho desk under live conditions and I've noticed that messages somtimes are delayed for quite some time. While google mail forwards them without a problem, Zoho desk often seems to process them with quite some delay. (Example
users unable to view own tickets in help center
Hi, I am testing the self service help center in Zoho Desk. When user is logged in they have a button for submitting new tickets, but once the ticket is created there seems no way to see the ticket from the customer portal. I am always taken to the
ZoHo Support | Duplicate Ticket Detection
Hello, Is there any way Zoho can "read / detect" an already assigned ticket number in the subject header or body of the email? Example: Ticket [## 19662 ##] **URGENT** Ocean Quote - Normagroup Now, when someone who was in copy replies to this email or an RE: gets placed in the front of the email automatically via outlook, our system creates an entirely NEW ticket which is then prompting us to search our tickets for "similar tickets" to then merge them... We're spending a TON of time merging and at
Including Signature while creating a ticket in Zoho Desk
Hello, Is it possible to include the signature during the creation of the ticket? We have to copy the signature ourselves all the time! Thank you
How to avoid reopening of tickets on customer response.
Hello, I dont want a closed ticket to be reopened when the customer replies on it. Please help me to avoid this. Thank You.
Create email template for all department
Our objective: To utilize the same wording for all departments Currently: We have to individually edit each department's email template Question: Is there any easier way to edit email templates for all department?
What does the Email online/offline toggle do?
Can you explain what the Email online/offline toggle is for and does under a gents profile?
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