Ticket template with layout information
Hello, I noticed the following very user-friendly behaviour. The ticket templates are only displayed for the matching layouts. This means that if I want to use a ticket template that does not use the standard layout, I have to click at least twice until
Creating Work Orders/ Zoho Support
Is there a platform that will allow me to create work orders based off of tickets from support? If not is there anything you suggest that will help with this task?
More views for Help Center
The current iteration of the help center allows for viewing/sorting Open, On Hold and closed tickets. It would be nice if end users could view a combination of tickets. Perhaps make these check boxes rather than drop downs or add filters for All tickets
Notify only specific agents when they are mentioned in a ticket or comment
Hello, By default, when an agent is mentioned in a Ticket or Comment, the agent can be notified. This setting is located in Setup > Notify > Notification Rules > Agent Notifications (section) > Mentioning in a ticket. This setting is an everyone-or-noone
Adding tags to a view
Tags doesn't appear to be added as a column in views. Is there a way this can be added without making it a custom field?
Access Contact Fields from Ticket Template
Hello, I am synchronizing my CRM Contacts -> Desk Contacts so that I can have more useful templates to respond to customers. The issue is that I cannot seem to access any of the Desk Contacts information as a placeholder when I am creating the email template
error on activate several workflows
Hello, when I try to activate several workflows one after the other, I get this error message: In the network tab in the chrome devtools I get the following response when I try to execute the action: {"errMsg":"URL_ROLLING_THROTTLES_LIMIT_EXCEEDED"} With
Arrange articles in Help Center
Hello, is it possible to show the articles in the help center with a custom order? The only options I see are: Order By: oldest first/newest first Sort By: created time/modified time Thank you
the body of the email message that creates a request should become the description of the request
Since the search engine does not consider the content of the emails, if the body of the email message were to be copied into the description, that would facilitate the location of a request. Also, since most requests are created by email, it seems odd that the description box is usually empty...
Crating a layout for particular sention
Hi, I am using CRM Plus in organisation. And my problem is that I am creating one layout for particular section and I want to add some lookup fields to auto fill all details when I select the account or contact on when I am creating a new ticket. That's
Does Zoho desk allow for paid communities?
Hi, I’m interested in software that allows me to have paid communities similar to what “Mighty Networks” does. Is this a thing here?
Are agent roles mandatory?
we're a small office with only 8 Agents. I have inherited Zoho and found that we don't really need Users and Control | Permissions | Roles. Are Roles mandatory or required? What happens if I delete them? (other than moving the Agents to the top role
Please allow characters in tags like periods (.) and hyphens (-)
In our previous helpdesk system, we tag tickets with the website domain/project it is in relation to like domain.tld but I have just noticed that in Zoho Desk, it strips out characters and becomes like examplecouk. It would be really helpful if you could
Send Desk invitation from a specific email address
Hello, is it possible to always send users Desk invitation e-mail always from a specific address (regardless of the user sending the invitation)? Thank you
Create contacts with the "Reply To" email address With From address "Name"
Hi, Now by enabling "Create contacts with the "Reply To" email address" checkmark in Setting>channels>Email>Other, the contacts will be create by 'Reply-to' field, is there a way to create contact by email from 'Reply-to' field and contact name from 'From'
Is there a way to export my tickets to a spreadsheet?
I'm using Zoho Desk professional version and I'm wondering if there is a way to export a list of my tickets that I have in the system? I'd love to export to a spreadsheet - other ticketing systems I've worked with have this ability and it would be super helpful to my workflow as the technical manager to grab a list.
Inbound email log?
We have several inbound emails that are not creating tickets. I need to search the Zohodesk inbound log to find out why. Where can I find this log?
Agent permissions out of the profile configuration
Hello dear Zoho community, I took over the administration of my company portal on Zoho Desk (managing agents and all the Zoho-Desk-related stuff), so there were some things already in place, notably regarding agent permissions on tickets and knowledge
sections populating as categories
Our help center is currently experiencing a bug. When you open a section then reload the page, the help center will display that section as a category on the left side navigation menu. When you try to interact with that "category" in the navigation menu,
"Sending Failed" when trying to reply to tickets
Hi, When I try to send replies to tickets I am getting "Sending Failed" message at the top of the screen, It happened first about 5 or 6 weeks ago, but multiple retries usually resulted in the reply being sent, but today I'm getting the message all the
Placeholders in Field Update Actions in Workflow Rules
When you are configuring a new workflow rule that uses field updates, can you use placeholders for the value of the field update? I'd like to have the Subject of the ticket updated with some static text and values from 3 fields.
Customer Portal Zoho Desk | Ticket creator name visible on ticket details page
Hello, How can the name of the ticket creator be displayed on the ticket detail page? If I set "Team Tickets" in the overview page, I can see the name: On the ticket detail page you see only the e-mail address of the contact person, but the name must
Use makro for more than 25 tickets simultaneously
Hello, since the functionality of Bulk Updates is severely limited, see this post "Bulk update not possible - field is used in a validation rule", I would like to know how to solve the following problem with macros. Let's assume that the macro is to replace
Round Robin Exclusions Based on Days of the Week
I have a team that works regular shifts. Rather than have them mark themselves as offline, would it be possible to create an assignment rule based on days of the week? For example. Agent 1 - Works Mon-Fri Agent 2 - Works Tue-Sat Agent 3 - Works Wed - Sun Can I create a series of rules that excludes these agents from round robin based on the days that they work?
Bulk update not possible - field is used in a validation rule
Hello, we have a custom field inside (checkbox) a ticket layout and want to update this via bulk updates. But inside the drop down „Select Field to Update“ the custom field is not there. The field to be edited is used in a validation rule. If I remove
why is the assigned person/owner missing once you create a task from the ticket itself to be added on the project?
Why is the assigned person/owner missing once you create a task from the ticket itself to be added on the project? - When you go to project after creating the task, the initial person/owner assigned from the ticket disappears on the project.
Feature Request: Dynamic Date Filter Criteria
Please implement the ability to select a dynamic date for all Filter Criteria. This would be helpful to create views that don't constantly need to be updated (example custom date field on an account) Examples: - Today - Tomorrow - This week - This Month
JIra window not loading
We have Jira integrated with Zoho Desk and the window to link/create a desk ticket to a zoho ticket is not loading, it's just blank. See screenshot.
Turn Off Ticket Notifications To Specfic Accounts
Good Day, We have some clients that do not want to get the notifications when a ticket is created or closed. Is there a way possible to disable notifications for those who don't want to receive them? Thanks in advance, Sam
Zoho Desk - This site can’t be reached - ERR_TIMED_OUT
Outage for Zoho Desk, can access the other Zoho apps. See attached picture for error.
Zoho Books integration - cancel invoice and create new one with corrected time entries
Hello, we have the following problem. Below I will briefly explain the scenario as an example. In ZOHO Desk, we use books integration to calculate time entries for tickets. If several tickets and numerous time entries are invoiced for a customer, i.e.
Replying to Desk ticket adds 3 blank lines before signature
When replying to Desk ticket, 3 blank lines are added before the signature. I have to manually delete these extra lines every time I reply to a ticket (and that's A LOT). Why is this happening and how can it be fixed?
Can't change visibility of a category after adding kbase to helpcenter
Hello, I made the setting to show the Kbase in the help center. However, I cannot make a category or an article visible. The visibility change for a category is grayed out and set to none. How can I solve the problem?
Automatically set the ticket owner as follower
Hi, we have 3 departments and when an agent moves a ticket through departments (e.g. from dept.1 to dept.2) the ticket owner sets to unassigned until another agent take cares of it. We would like to automatically set the ticket owners as followers in
Is there a way to display a message in the ticket form with a URL?
I want to display a message to users in our ticket form when they select certain options. I was hoping for a "message box" type of field but I'm not seeing that, so I am interested in other possible options. Ideally I would like the behavior to be: user
Site map
When i use the site map feature i see only 4 urls? Yet i have over 20 KB articles. How do i get my Knowgebase articles in the site map? Note no follow no index is not checked off.
Receiving a reply notify not working
The "Receiving a reply" notifications for contacts ist not working. We have added a E-Mail Template but every time a agent replys to the ticket the customer will just get this: The reply template looks like this:
Share Templates, Snippets (general information)
Hi Community, we are new to Zoho and using now Zoho Desk and Zoho SalesIQ (for Chats). In Zoho Desk we have 5 different departments. As in most customer service departments, most of the questions/chats are similar, so I would love to build up a good
Content is not available. Please try again after some time.
Hi guys, I've found that when we try raising a ticket in Zoho Desk that we get the following message: Content is not available. Please try again after some time.
On-hold untill planned date
Hi, We don't use SLA's at the moment (still working on new contracts with our customers). Untill then, we would like to have a field "Planned date" on which the ticket is being follow-up by a colleague. I've already added the field to the layout, works
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