Round Robin: Incoming tickets when agent queues are full
Hi, We were testing Round Robin and noticed the following: If a ticket comes in and every agent's queue is full (i.e. their number of open tickets is equal to the threshold value), then the ticket remains unassigned. When an agent's queue opens up, the
Ticket default footer
It seems that the default footer in the ticket replies is "How would you rate our customer service?" I assume this is customizable but I can't figure out how
Ticket Response template/snippet
For a given ticket, there's activities. For tickets in my department I'd like those activities along with their completion status to auto-populate in the ticket body. In my use case, those activities will drive the progress of the ticket and for each
Can an Advanced Web Form update an existing ticket in Zoho Desk?
We are creating a blueprint for a process and after a certain transition we send the customer a notification that includes a link to an advanced web form. Can we somehow get this advanced web form to update the existing ticket? If not, how would
Option to filter test tickets from Default ticket views
Hi Team, Hope you're all well. I was wondering if you would consider a feature on Default Ticket views: The option to filter out on some fields such as Subject or Account to start with? Right now all Default views ( see list below) are polluted with
Search function not working in Zoho Desk
Hi there, I'm finding the search function in Zoho desk is not showing all tickets related to search even though we know they are there. Potentially not picking up key words or searching through the whole database. Can this please be looked at by dev
How to approve portal access requests
Good Morning all, I cannot for the life of me find where to approve requests for portal access for users. Can someone please let me know where this is? Thank you
How to search tickets using custom fields
Hello everyone, I'm trying to use deluge on Zoho CRM to find all tickets from our customers. We identify they using a custom field on Zoho Desk called "id_ideris". Here's what I did: id_ideris = 13238; mp = Map(); submp = Map(); submp.put("cf_id_ideris",id_ideris.toString());
Delay in Ticket showing on Zoho desk after notification of new ticket
There have been delays between notification of a new ticket and it showing up in Zoho desk. Is this a known issue?
Set tags and ticket informations for email tickets
Hello everyone, Is it possible to define tags or other information for tickets opened via the email channel? For example: defining an email subject as "Some subject #tagNameA #tagNameB" could result in a ticket with the title "Some subject" and with two
Allow Merging Tickets via Contacts and Accounts Modules
Dear Zoho Support Team, I'm writing to request a new feature: the ability to merge tickets directly from the Contacts and Accounts modules in Zoho desk. Current Limitation: Currently, Zoho desk doesn't allow merging tickets from the Contacts and Accounts
Custom contact field on the help center form
Hello, I'm looking for a way to add a custom contact field to the help center form. How would I do this? Thank you in advance for the help! Kind regards, Luuk Schalk
Get Info (alert) for SLA accounts when creating / editing a ticket
Hi, I tried to program an info / alert, while creating or editing a ticket, when an account has an SLA. Since I couldn't find any relationship to the SLA database, I added a decision field to accounts. A workaround could be if the account also has products
Can a client close a ticket from an auto response?
Hi, We are looking to set up auto replies to customers when they raise a ticket. Within this reply we would like to include a link for the client to click if they need to close the ticket before we get back to them. This sometimes happens whereby the
change account of the ticket without changing the contact profile
Sometimes third parties (such as accountants) send us e-mails regarding more than one of our customers (accounts). To handle this, we need to be able to choose what account is related to a ticket, without changing the contact profile. Do you have
Unable to do multi-year reports or take a full ticket backup
We simply need to export ALL the tickets on our Zoho Desk portal but are unable to. It is a basic GDPR requirement (UK Data processing) and we need to be able to do this by LAW. Another reason is that we sometimes need to see all tickets in one place
Multiple Tickets from Same Contact
Hi, We have noticed our customers sending multiple emails to us (multiple tickets created). If I have a ticket open in front of me. How can I check from the same view if there are more tickets from this user. Dinar
Hide Default reports
Hi. I'm trying to hide the default reports so the team can see only the custom reports we made. How can I acomplish that?. I know how to create a folder and assign permissions to it, but I can't (or don't know how to) do anything with the existing default
Provide same functionality to CC field as for other ticket fields
Issue I'm not able to do much with the CC field for Help center users, as it is a somewhat special field today. It is not visible amongst other ticket fields and it can only be activated at a specific place: Settings > Customization > General Settings
Some tickets have a large amount of text in the Description field
I recently noticed a phenomenon where some tickets have a large amount of text in the Description field, which appears to be email content. Some tickets have it, while others don't. It seems that this might be due to emails with excessively long content?
Explore ticket extensions conveniently using the extension starter pack
Hello everyone! Navigating through different pages to find the right extension for different ticket management activities can be a bit inconvenient. It can also be challenging for new users to pick the right extension for their requirements. For example,
SPAM Filter cleanup
I was under the impression that the SPAM filter would automatically clear itself, however re-reading the message it says: What does this mean? How often does this get emptied automatically?
Unable to Process your Request
Guys, I am having the following issue in all the workstations
Automatically moves tickets to another department
Hi, Are we able to set an automatic workflow to move tickets to another department? I've tried workflow and the list of actions does not provide "moves ticket". The closest I get is "share ticket" but this action doesn't show/moves the ticket at the relevant
Trying to setup automation for filling up timelogs into zoho-people
Hi Team, We are licensed user of zoho desk and willing to automate timesheet filling using postman or any other client which would take input from one form or file and Add time logs and saves it for further verification and submission. I was refering
Zoho Desk Themes
Are there any zoho desk portal themes? This is something the likes of Zendesk and FreshDesk seem to offer. Thanks
Zoho Desk slow when running custom report with large number of columns
I have a custom report with 95 columns that often refuses to load and maxes out the page memory very frequently making it almost unusable except with a lot of patience and refreshing the cache every time I try to export 2,000 rows. The report generated
Multiple "From address"
Our company has 2 support team mailing lists. Can we register 2 "From address" ?
Category and Sub-Category not mandatory on pre-created ticket
Hi, We have our support email address that is automatically forwarded to Zoho Desk so it automatically creates a ticket for each email. The issue I'm having is that these tickets can then be closed without having a Category or Sub-Category set, despite
Setting a default from address per team
Hi, We have setup 2 teams within 1 department. We have also setup 2 "from" email addresses. I would like to setup the system so that each team sends from it's own "from" address. Can someone tell me how to set this up? Agents can select the "from" address
Implement JWT Authentication Mechanism for Help Center
Hello everyone! This feature is released in a phased manner and will be available only to those who request for it. To request early access, click the registration link and provide your details. We will enable the feature for your Desk account. In the
How Do I Add a Tag to Multiple Tickets?
I'd like to be able to select multiple tickets and apply the same tag to all of them, but I don't see any way to do that. Is this possible? Thanks, Celeste
zoho desk ticket permission issues
If I want to set up a desk account for sales, with the purpose of allowing them to see the status of tickets opened by contacts they are responsible for, how should I divide the permissions? Because no matter how I adjust the sales settings, they may
Different Ticket Templates
When will it be possible to have multiple ticket templates / layouts? We different types of requests that require us to collect different types of data. Some fields on some tickets would not be relevant for other types of support requests. We do not want to flood the ticket with fields to cover every kind of support request. It would be really helpful to be able to customize a ticket template or layout depending on the kind of service request.
Enhance data security with standard field encryption
Hello everyone! This feature is being released in a phased manner and is currently available upon request. To request early access, click the registration link and provide your details. We will enable the feature for your Desk account. In an age where
How to Show Full Email Thread By Default?
I have a filter set up to forward emails to Zoho Desk. Right now many of them are coming in with the main content of the email hidden until I click on the little button with three dots. I would like entire email thread to be shown by default so that I
Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente
Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente! Isso é ruim pois so,os em 5 agentes e o cliente fica sem saber com quem ele está falando, pois tentei procurar configurações que pudessem ter esta opção, mas até então não encontrei.
zoho desk Deluge question
I tried to update the Email Content to a Ticket and write to custom fields, which went relatively smoothly. However, I encountered the following issues: 1.I managed to extract the contact person's email from the email content. How can I use the contact
Links in Ticket Aren't Clickable
Sometimes the links in my ticket (created from an email) do not open when I click on them. I have to copy and paste the URLs into my browser in order to follow the links. When I view the email in Zoho Mail, the links are formatted as links and I can click
Link an existing Asana ticket to Zoho
i would like to add/link an existing asana ticket to a new ticket in Zoho Desk. How can i link those too?
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