When a ticket is marked as spam, is it included in dashboard & reports, or is it filtered out automatically?
I don't see a way to filter our reports to remove tickets marked as SPAM. Since the tickets are SPAM, I'd like them removed from my core customer service reporting.
Anonymous user can downvote any knowledgebase article as many times as they want
I thought this was a mistake but it is true. Any anonymous user can downvote any knowledgebase article as many times as they want. I even tested this on Zoho's own knowledgebase. If the the feedback form is enabled and even if email is required. The reason
Desk - Sort and Filter
Customer would like the ability to: Filter and sort on Status Filter and sort on Tags Is this possible?
Ways to mark First Response Time?
Is there another way to mark first response besides emailing the client? Sometimes, we enter a ticket after we've already spoken with them about the issue and have started looking into it. Other times, our first response comes in the form of a phone call
Show notifications on ticket's updates
Hello, So, is there any way to have a visual alert/notification whenever someone comments on a ticket? I just want the visual alert, not an email... Thank you!
Zoho Support - Request Closed Time/Date
Hi, Could you please add a feature that states the date & time when the case is closed. I find it difficult in tracing the date/time of closed requests. Currently, i am referring to the created time and comparing it with the modified time (for all requests) to measure the exact time for a resolution. It would be great if you could help me out as I am stuck.
Translating tabs in Help Center
Hello, is there a way to translate tabs in the help center? Here: Thank you
Hide reply option for closed ticket
When I close a ticket and the closed status does not come back to default status people can reply but agent never read their message. Could I hide the reply option? I don't want that a customer can reply if a ticket is closed.
Extract ticket reports with their associated attachments
Hello, is there a way to extract ticket reports including the attachment associated with the tickets?
Embedding Storylane in KB articles
We are trying to enhance our KB with demos created via Storylane. Embedding the code does look alright in the editor itself, but does not show up in either the preview nor the published version.
How do I apply a standard onboarding/welcome email to a new ticket?
New Zoho Desk user. I would like to create a series of standard messages for specific situations (e.g., onboarding welcome message) that can be applied to new tickets. It seems like email templates can only be applied to ticket responses.
Can't get verification invitation for new users created
While trying to create an new agent in Zoho desk,The invitation isn't received in the email inbox.
Priority Email
Hello, I would like to ask if it is possible that when a user opens a ticket via email he can also set the priority to for example High. We only use the free version of the ticket system. Thanks a lot With kind regards Jamal Al-Jibouri
Change font for Help Desk articles when printing
Hello, is it possible to choose a different font for the document when trying to print an article from the help desk? We actually use Arial as a default font + we applied Inter via CSS. Problem is: when I try to print an article, the page is printed using
Billing info Zoho Support
I Can't find the place to update billing info (new CC) for Zoho Support
Setting up an Agent 'Script'
Is there a way to automatically setup a list of things to do or scripts for the agents to follow upon initial creation of a ticket? I thought I saw this at some point but can't seem to find it currently.
Account or Contact Mapping from CRM to Desk
Has anyone had success mapping a User field from CRM to Desk? I'm assuming I need to create a Single-Line field in CRM and use a function to populate the User Field to the Single Line field in order to map to Desk. Thoughts?
Google Analytics 4 setup instructions
Now that Google has migrated from Universal Analytics to GA4, I need to set up our Zoho Desk Portal so stats will start being collected. I see the instructions for UA, but can you point me in the direction of assistance for GA4? Thank you.
End user profile mandatory fields: how to force the user to compilation
Hi, when an end user recorded on the portal through an SAML system, he is addressed directly to the home page of the end user portal. This does not allow us to collect the mandatory data of his user profile. Even if the fields are mandatory, he can safely
Is there a way to send a follow up email from Zoho Desk 2 weeks after ticket has been closed?
Title
My Area Default
Currently by default, when an user signs in the tickets are shown based on the All Departments, "My Tickets", Open, Priority, and All Channel. I have a user that would like for the "My Tickets" section default to "Team Tickets". Can the defaults of the
Setting Visibility for Macro Rules
Hello everyone, We have an exciting enhancement in macro rules that will allow agents to view only those rules that are relevant to their daily activities. Macros is a way to automate a set of actions that are performed on tickets regularly to save time,
How to add banner to post detail sidebar like yours?
We want to add banners with links like yours, how to do this?
Zoho Desk Mail Template CC
How to add cc users in the zoho desk mail template, the template only allows reply to and thorugh the workflow alert there is only the To field?
Zoho x Jira Integration
Hi Zoho support, Is it possible to integrate 2 JIRA instances in Zoho desk?
usage of search parameters in help center search
Hi. I am looking for options for smarter searching in the help center. Does the desk help center portal search allow usage of search parameters like - exclude, && AND, || OR or similiar. If not what are other options for restrictive search? BR Johan
Ticket Order in List Views or Team Queue
It seems that the Ticket order in the list views or in the Team Queue are order from newest to the oldest. Is there a way to change the order so that the older tickets needing agent attention is a the top of the list? Thanks
Exported Knowledge Base Article - Change Font
Hello, it is possible to change the font which is used to generate the PDF files?
Agent name in signature
Hi there, I have a several users in a department to answer support tickets. What I would like is to have the Agent's name added to the standard signature for the department, I have tried using template fields ${User.FirstName} however this is not parsed out. Is there any way to do this, similar to an email signature?
Accessibility improovements
I am a blind user and the site, nor any of the zoho apps are accessible to a screen reader such as NVDA, including the spreadsheets. I would like to suggest improoving access for your blind users
Helpcenter log in programmatically without SAML / Identity Provider
Hi, I would like to know if it is possible to log in a special user programmatically when accessing the website or portal. The background is that we want to integrate the knowledge base into a desktop application. When the help is called from there, the
Email setup in Zoho support
we are pointing zoho support to our exchange server for inbound and outbound mail. I am fetching the emails and they are generating requests..Great! I am able to respond using outbound mail settings..Great! The problem is that there does not appear to
Custom fields for company
Hi, it would be very helpful to be able to store central information in a central location in order to use it in workflows or custom functions. An example of a situation in which the described possibility would be very helpful: I have certain information
Issues with Zoho Desk incoming tickets via mail distribution list
Hi, We're experiencing recently some issues with tickets that are being sent via email. We have set a Google Mail distribution list (an alias) that forwards the mails to the corresponding Zoho Desk domain. The thing is: some of the mails arrive as, example,
SLA Config - Priority not available
Hello, I am setting up an SLA in one of our departments but when I go to set the Priority in the Escalation portion of the SLA, the dropdown list is missing the priority I am wanting to use. Please see the screenshots below. As you can see, the priority
SEO - stop search engines from indexing specific article pages on Help Center
Is it possible to stop search engines from indexing specific articles on Help Center? We have a 'Contact Us' article page on our Help Center which gets a high number of visitors originating from search engine sources. Is it possible to remove specific pages from indexing so customers have to go through the main Help Center pages instead of getting to the 'Contact Us' article directly from a web search?
Request nice and readable ticket URLs
Hello Zoho and the community. I suggest you work a bit on your ticket URLs. It is hard to refer and work outside of the system with current URLs. We discuss cases in Slack or in internal email. And it always requires to go to the system to check what we are talking about. Now ticket URLs look like this. [domain]/support/[portalname]/ShowHomePage.do#Cases/dv/c29ebf16fdf488af7836c53d144a279742acf79f93f757e8 I suggest you make them readable like this. [domain]/support/[portalname]/ShowHomePage.do#Cases/9374
Auto-Reply in Social Channels (Twitter)
Is it possible to automate sending an auto-reply to social channels?
Email alerts in workflow rule with placeholder show up a different value on date fields
Hello! I recently created a new layout for my team to create tickets, one of the fields for a type of ticket is a date type field (not a date-time, just date), then I also created a workflow rule that sends out an email alert to a user with the ticket
Email Body as Description
I didn't want to bring back a ticket that hasn't been touched in 2 years, so here's a new one. Almost every ticket in our system is through email. The only ones that aren't are the ones that we take over the phone (~2% of tickets). For the 98% that are,
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