Adding 2nd agent to a ticket
Is there a way to add a 2nd agent to a ticket if they are working together on the ticket? Or can you only do it by @ mentioning them in a private comment?
Export Ticket information
Hello, I am wondering if there is a way to export ticket data to an excel/word/pdf document? It would be very convenient, if when the ticket is closed, to be able to press a button and send the: ticket number ticket problem ticket resolution ticket client
How to create an automation for tickets in Zoho Desk?
Hello, I need to create an automation for tickets in Zoho Desk. I would like to have one field (integer) which will be updated every 100 days, for example, the field number is 0, and every 100 days it will be +1. How it's possible to do like this? Best
Reply email setup when using multiple departments
Hi there! Our Zoho desk is setup with multiple departments. We have a specific inbound/outbound email address for each of these departments so almost all inbound and outbound requests come and go via that department's email address. However, occasionally
Send dynamic mails to customer
Hello, we would like to send emails to customer, when they are submitting new tickets via mail. Inside the mails there need to be dynamic text parts, so we use workflow rules + alerts. If certain criteria matches alerts are getting sent to the customer
End user cannot login
Hi, I have a new end user / customer who cannot access our Desk support portal. He has received his welcome email, but inhis words: "When I go to the support activation page, it tells I am registering under "_____". I type my password, It shows me the
Sending WhatsApp message using "Notify via Instant Messaging" is not working
I have multiple Template Messages each template associated with workflow and everything is working fine, then I added a new template I found that Template Category options has changed, before I was selecting "Alert Update" but now this option is not available
Customization of Classification
Good Day, Is is possible to customize the Classification? like I want to add "Inquiry". Thanks.
Reporting on Tags
Is there a way to report on tags or is it just the two view that can be used?
Assets Management
need to add assets to each account and each asstes has a diffrent end date
KB Reviewer making edits and changes
When an editor saves a kb article that has been edited, they have the choice to save as draft or send for review. When a reviewer edits a kb article (or at least in our setup) they can only publish. Is there way to make it so that the Reviewer can make
Can you lock due date until after ticket creation?
Hi Support, Currently testing an updated & automated build of our ticketing system on a test department. So far everything we require to streamline workflow has been possible but there is one small thing that has been annoying us. After we have created
Custom View with placeholders
I want a view for my agents. The tickets are asigned to them or a their team is there a possibility for a custom view state is open AND (Ticket owner is $current user OR Team is $user teammember)
How to allow client to filter the Zoho ticket status
Hi, Anyway we could add in the filter status for My Area under client view?
No Inbound Email Tickets
It appears that no inbound emails are being converted to tickets. We've sent test emails to our accounts and are still not receiving tickets for them! We are completely dead in the water right now. Please help!
Zoho Desk email channels not receiving any emails
Zoho Desk email channels are NOT working. status.zoho.com is showing that everything is operational. A call to support stated that there is an issue and that it should get resolved in 2 hours or so. 1) Zoho Status at status.zoho.com should be updated
Can't Add Guest Users in ZohoDesk Contacts
Hi ZohoDesk Support, good day. Need your assistance since we can't add our Guest users in the Contacts. Sometimes it works, sometimes not. Kindly advise. Please see attached error when we try to manually add the user. Thank you.
Email replies from tickets are showing up as a single user in Zoho Desk
Hello, I have an issue (?) on my tickets, I have created a workflow rule that sends an automatic email reply to clients, when I do that, the workflow rule asks me to set up the email reply and it asks me which email address I want to use as a sender,
Zoho Desk and SLA management for response time
Hi guys, How can I manage the SLA on the response time instead of the ticket closing date? I'd like to turn off the SLA timer whenever an agent respond. Is this possible out fo the box or even by using a workflow or API?
Copying Ticket Layouts to Different Departments / Help Centers
Does anyone have any suggestions or work arounds to this lack of functionality? I have several help centers and departments. I have a layout that I want to have in multiple departments, but when I clone it, it only gives me the option to keep it in same
Prevent Duplicate contacts
Hello! Is there any way in Zoho Desk to prevent duplicates from being created? We would like to set a unique ID on one of the fields for contact creation, for example email or phone number. I couldn't find how to do it in Desk (All I found were articles
Email attachment size limit is too small
20MB limit for an email attachment is too small. With the sizes of the pictures or videos from smartphones and other available devices, this is incredibly prohibitive. Possible solutions - zoho can strip the attachment and in place put in a link where
Streamlining Customer Support with Auto Replies
I'm currently using Desk as my customer support platform and I'm interested in learning more about how to create auto replies within Desk. I know that auto replies can help me save time and improve customer satisfaction by providing quick responses to
Closed ticket reopened by other.
It seems to me that a "thank you response" automatically reopens the relevant ticket, or that a team member can reopen a ticket closed by a colleague. Is it possible that a ticket can only be reopened by the owner?
Send Emails of Zoho Desk by Amazon SES
Hello, I Want to send zoho desk support emails by amazon SES. Please provide me the process, if there is any possibility for that.. Thanks
KB article shows horizontal scroll-bar
Hi there. I've created a KB article with 2 table in it and I see that the page displays a horizontal scroll bar making it hard to see the entire content. I've resized the table to 50% width, but there's no improvement. How can I get rid of that bar? Is
Help Center KB Articles - Registered users only - clarification needed please!
Hi Zoho, I have been looking through the following articles. https://help.zoho.com/portal/en/kb/desk/for-agents/articles/organizing-your-knowledge-base-content https://help.zoho.com/portal/en/kb/desk/for-agents/articles/restricting-access-to-knowledge-base
Deleted users from DESK still showing up in interface
Hello, after deleting an agent from ZOHO DESK he still shows up as a selectable agent in drop lists. How do I fix this?
Zoho Desk - Modify/Customize ticket priorities
Hi, We just started integrating Zoho Desk on our daily workaround and we want to have our own ticket priorities. How can we modify or change the value of the Ticket Priorities? We want to add and modify these default values in order to facilitate the
Schedule Report is creating a ticket in Zoho Desk
Scheduled Report is creating a ticket in Zoho Desk, is there a way to disable this? The thing is that whenever a scheduled report is being sent a Zoho Desk ticket is created. Are we missing something here?
Setting the Team Icons
Is it possible to set an icon for a team? This would be helpful with Data Sharing and being able to easily differentiate the teams based on colored icons or custom icons. @Zoho - i accidentally posted this with my test account and realized it is set as
Report Criteria Modified Time (Ticket)
I am attempting to create a report that will tell me how many tickets my employees worked for a given timeframe. Worked being defined as researching, communicating or resolving the issue all of which are documented via ticket conversations and time entries.
Translating Help Center email templates
Hello, I need to translate the Invitation/Activation/Deactivation Help Center email templates, but I can't find the option to do that Thank you
New UI - Zoho Books Integration doesnt work
Hello all, when I try to open an invoice via the corresponding time entry in the new UI, I get an error message. I am the administrator, it can't be an authorisation problem. I therefore took a look at the network traffic and compared the behaviour in
Zoho Desk - Client Specific Notes
Is there an extension that adds a note field for support to use to track client notes in Desk? I do not want to use the CRM notes field because this includes notes for all teams. I would like a note field specifically for the support teams.
Web Tabs
Can we create web tabs in Zoho Support like we can in Zoho CRM?
Limitation to change Ticket Owner
In our Zoho Desk reality, we have only one department, and the agents are divided into 3 teams (first, second and third level). We have activated Blueprint, but we need that the agents of a team cannot change the owner of the ticket assigned to another
Queries about Happiness Rating
Hi Zoho Support, good day. Need your assistance on these inquiries below regarding Happiness Rating. Thank you. 1.) Is there a way to "Expand" the Customer Happiness Rating in the Dashboard? (kindly refer to the screenshot w/ number 1) 2.) Is there a
Zoho Desk Knowledge Base not loading when embedded in Help Widget
Hello, We use an onboarding platform which also includes a widget. They let you embed your knowledge base. But when I embed our Zoho KB it loads the menus but no articles: How can I fix this? And no I don't want to use Zoho ASAP - it is not very good
How to add and change Product Categories
I have been trying to research how to add or change the existing product categories in Zoho Desk. I found this thread below: https://help.zoho.com/portal/zohocorp/community/topic/how-to-add-or-update-a-product-category but this information seems to be
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