How do you schedule an email in Desk to be sent later?
Often times I write an email after business hours and want it sent in the morning during busienss hours. I use GMail's send later feature for this. I'm trying out Zoho Desk and am not finding this feature. Does this exist? If so, can someone explain to
Limited Contacts view
Hello everyone, We're working on improving agent productivity for situations where we use limited access profiles to manage a specific set of tickets. Ideally, we'd like to filter the contacts list to show only contacts related to their currently assigned
Turn off tickets
Hello I would like to enable the 'Knowledge Base' as a reference guide, however, we do not use ticketing so need to disable all ticket options? Claire
How to add additional contact fields to add ticket form in help center?
The default add ticket form in the help center accepts the customer name and email (contact fields) and of course, the related ticket information. When the ticket is submitted, a contact is created with the name and email, the ticket is created with its
CC Field not showing in left pane for Agents on Help Desk Tickets
Hello, In the previous version of Zoho Desk, help desk agents were able to easily add more people on to the ticket by using the CC field in the ticket properties pane on the left side. My boss has not switched over to the newer view style and still sees
What is a valid category name?
I'm trying to organize my KB and entered the name of a Sub Section as "Actions Tab" and received the following error in red: 'Please enter a valid name'. I need some direction as to what's wrong with that name. Please help.
WhatsApp message after the weekend
Hi, We've received a WhatsApp message on 24 feb. One minute after this message, our automatic response was send to this person. However, when we want to pick up this conversation today (so after the weekend), we are not able to send a message. How can
Time Entry Macro
Is there a macro (or a way to set one up) that we can use to more easily put in time for tickets rather than having to go to a different tab, then switch back to the "Conversation" tab in order to close the ticket? My manager used to use a program at a previous company that they would simply press: "+Xm" to put in time for "Minutes" or "+Xh" for hours. (ex: +5m for 5 minutes, or +2h for 2 hours).
Hide "All product" tab from product filed
Is there a way to hide "all product" tab when a user open a ticket? I wold like that a user could decide between related product of his Account.
Is there a way to add more than 1 contact email to a ticket?
Our customer want to have several persons being notified about the ticket once created and to follow the progress during the resolution. Is there a way to have more than 1 email address being used to communicate with our contact?
Zoho Desk Not sending or receiving emails
We have had over 6 hours of consistant issues sending emails out via zoho desk. Nothing is going out. Also, all incoming mail seems to be giving us the same prompt "content not available, try again later". How can a service be down for 6+ hours? This
How To: Ticket Status Updates via E-Mail reply
Hey Zoho Community! 🌟 I've developed a custom function to make my ticket management a breeze, and I thought it might be handy for you too. Let's dive into how this function can simplify your ticket workflow. What's the Buzz? Picture this: Your emails
Auto Assign "Non Billable" in workflow
Good day, is there a way to auto-assign a ticket in a workflow to "Non-Billable" We receive a large no of alert tickets from various devices, we have a workflow that auto-assigns the ticket to tech and auto-closes the ticket, since these are only alerts
Deduplicating Products
Hello, Is there a possibility to deduplicate Products (as for contacts deduplication)? Could that be done using a function ? I've over 10K records to depuplicate. Thanks !
Audit Log is Blank?
Hello! I love the new Audit log idea but I can't figure out what is supposed to show in the audit log. Mine is blank but I thought it was supposed to show all changes made in my help desk including configuration changes, permissions, layout modifications,
Pulling Reports from Zoho Desk Customer Profiles
Hello. I'm wondering if there a way to pull a report from the Customer Tab in Zoho Desk. Once you click into the Customer, then Time Entry, it provides all billable times. This would be a super fast way to filter by Date range, and simply pull the relevant
"Are you an Agent?" - Can't remove this?
On the page for Zoho desk signin linked to our website, their is a link in the right panel that provides the ability for - a new user to sign up - a user to say they forgot their password - an Agent login How do I remove the "Are you an Agent? - Login
Hiding old CRM Contacts in Desk
I have an issue with contacts in Desk. We sync contacts from CRM with DESK and we have old contacts, eg staff members that have left businesses. The issue is when adding a ticket (most of our tickets are raised over the phone), staff sometimes pick
Zoho Desk Contact properties question
I'm using The Zoho CRM integration to synchronize Zoho CRM with Zoho Desk's Contact data. The synchronization process is successful without any issues. However, after the synchronization, the Contact Owner in the Contact properties displays the same group
Zoho Support Display Preferences - Records Per Page
Hi, We are finding that when we change the "Records Per Page" drop-down menu to 50, it repeatedly defaults back to 10 requests per page. Is this just broken? Is there another way to set the default number of Requests to show on a given screen? Thanks,
How best to create tickets as an agent to request a response from the client?
In my business I have two ways of using the ticket system: 1) The "normal" way where my clients generate a ticket about some issue they have. This is the standard way all ticketing systems work. No problem here. 2) If I find an issue with the client's
Ideas for Getting People to Sign-Up to the Community & Tracking/Engagement Integrations
I'd love thoughts on getting people to sign up specifically to the community (since they need to create a login) and if there are other tools that integrate specifically with Zoho to help track and engage users? The current tools are a bit limiting and
Mail bounced as spam
Hi, I have configured a redirection from a distribution list to the email adresse of zohodesk but some of the incoming emails are rejected (bounced) by the zohodesk server as spam. They are rejected before entering in zoho desk. I have tried disabling
Is there a ZoHo workflow criteria field for a customer's most recent email response?
Hello All, I'm looking to build a ZoHo workflow (in Zoho Desk) that would search specific keywords within a customer's most recent email reply to a ZoHo ticket. Assuming it should trigger upon a customer reply. But under criteria (TICKETS), I don't see
audit logs
Zoho Support could have an audit log for Configuration changes, so that we can know which admin users made what changes to the system's configuration. Please consider.
Add and Track Pre-Paid Support Time in Zoho Desk or Books
Hello, I was wondering if there is a way to have something add and track Pre-Paid Support, and alerts me if the customer has credit left? I provide 1hr Pre-Paid Remote Support. And when I do, say, a 30min session, I need to have the Customer have that
Do contracts support prepaid blocks of time?
We have a need to create prepaid blocks of time and track them. Can ZoHo Support or any other ZoHo product provide this? Thanks, Sean
Contracts as Prepaid blocks of time
Does the Zoho Support tool or any other Zoho product support prepaid blocks of time. For example if a client purchases 10 hours of support services, then we would like to deduct time used from that block of time. Then as the time is exhausted, or more
Adding Custom lookup fields in ticket creation (Zoho DESK)
Hi everybody!: From my experience, i see that when creating a Ticket in Zoho DESK, the form uses the fields Contact name, Email and Telephone as lookup fields. This works fine but in not-so-developed countries like Paraguay (where i live) we use the Document
Lookup Fields in Desk
I would like to create a custom lookup field in Desk to look at contracts in Desk - can' seem to create a custom look up field.
Custom Lookup field Zoho DESK ticket
Our use case is the following: When agents take a call and open a new support desk ticket, our customers have a client ID which is a 3-4 digit number. We want to lookup the CLIENT ID number so it populates the account name, if we do lookup for account
Turn off notification new whatsapp conversation
Hi, How can I turn off this notification I get when someone starts a new whatsapp conversation?
Field Dependency rules based on multi-select picklist
Hi, Is it possible to create field dependency rules based on a multi-select picklist field?
Frustrated by support for Whatsapp in Zohodesk
I am posting here in the hope of hearing from someone at Zoho. Recently, we attempted to integrate our Whatsapp in Zohodesk. Working with the support team, we successfully completed the verification process to migrate our number into Zohodesk last week,
Schedule response to customer in Zoho Support
A lot of time we receive a ticket, and would want to respond to it immediately, but in an effort to stick with our SLA, we respond, and save the draft, to send at a later time. Unfortunately, in a lot cases, at that "later" time, we forget to send that
Schedule email response from Zoho Desk
Would like to schedule responses to tickets opened by customers to be sent at their morning time. Is this possible?
Zoho Desk, Customer Hapiness rating
Hello, is it possible to remove the smileys from the Edit Rating ? So when the mail is sent, it will just send text, without pictures (as in the Zoho support's mail). Thanks!
task flow from Desk to Projects
Hi, we are using Zoho Desk and Zoho Projects to manage and resolve customer support tickets. New ticket come in via Desk, after qualification and review, the ticket gets moved to Zoho Projects. In order to do this, a task in Desk has to be created. so
Knowledge Management with Zoho Desk - Upcoming Webinar - Register Now
Hello all, We are gearing up for our eighth session in the webinar series. Webinar Topic: Knowledge Management with Zoho Desk Date & Time (PST): December 13, 2023, at 11:00 am | Registration Link: https://zurl.co/iUHQ (IST): December 13, 2023, at 11:00
Email Ticket
Is there a way i can create a rule to have the system forward a ticket to an email after creation based on the subject? Thanks Rudy
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