Accounts and Contacts in Zoho
When looking at accounts and contacts, it doesn't appear there are ways to toggle views. It's just All Contacts and Spam contacts. It would be helpful to at least show more on the contact line for the user. Example below, we're looking at the Ash record
Trigger a comment based on a action via custom function
Hi Team, I would like to trigger a comment where I am mentioning the ticket owner with what needs to be done as a next step. And I want to trigger this comment only when customer reply to a closed ticket which we are not allowing it to reopen and most
Views and visibilty
When looking at the list of available views, it is not easily discernable what views are must visible to me, visible to the team or visible to everyone. It would be nice if there were Icons or something to differentiate these view in the list of vie
How can I change the role of an agent? Zohodesk is automatically making everyone "CEO" and there is no field for me to edit that
I have the default "CEO" and "Manager" roles in my account and I know how to add more if need be. However, every new agent that I create is automatically assigned the role of "CEO" and when I click to edit the agent's role, there is no field that allows me to make an edit to that. It's the weirdest thing. How do I solve this?
Option to archive Default Ticket View.
Hi Team, Hope you're all well. Yet another feature request :) I was wondering if you would consider the Option to archive Default Ticket View. Currently this is only possible for Custom Ticket view and the list is very long, often not used by everyone.
BETA Multilingual KB search UI
Hello, I asked to have multilingual KB activated mainly to allow our agents to modify any KB. By the way, the multingual feature could be interesting for us in some case and it seems to have been nicely implemented. But i have to complain a bit about
Gallery not available
Hi, I can't open the gallery or place images from the gallery. I asked our previous supplier Apora for it, our own IT department did investigated. But all solutions, like cleaning the memory, cookies and so on, didn't solve it. What can be the reason
Custom Ticket IDs
We need to add a prefix to our Ticket ID so that customers do not confuse tickets with order numbers on our website. So instead of just Ticket Number: 1000, we would want the ticket ID to be Ticket Number: T1000 . Is this possible?
Different agent signatures for different departments
It would be very helpful to configure different signatures for users that are members of more than one department.
Subscription Access to Desk
Can you control access to certain areas of desk based on if a customer has a current support subscription with our company? To explain, we sell support subscriptions to our customers allowing them to get Technical support on our products. If their support plan is not current they cannot submit tickets. Is there a way to control their access to desk so that if their subscription is expired they cannot submit a ticket? Also, it would be preferred if we can maintain a link between the CRM ( or if need
"Pause until...." feature
I am currently evaluating both FreshDesk and Zoho Desk and there is one use case we have that doesn't seem to be addressed directly in either. However, for Zoho Desk, I am still quite new to the app (in trial) so perhaps missing a concept here. The issue
SAML request from My Web Sİte
Hello there; 1. I am trying to integrate Zoho Desk Help Center portal with my website. When users in my website login and click the button associated with Zoho Help Center portal, they will be able to access my help center portal to manage their tickets
Setting up Remote Authentication for Help Center Portal
Firstly, my website's url is https://www.example.com/ and my Zoho Desk Help Center Portal's url is https://support.example.com/portal/. I am trying to have the customer Zoho Desk Help Center Portal be automatically accessed with credentials (login/password)
Zoho Desk
I work as IT for 4 hotels and there is 1 other IT person working with me, we are evaluating IT help desk ticketing systems and so far we like zoho desk. We have a few questions: 1) We will have most people logging their tickets via email so they will
Not being able to register different accounts and contacts for activities is a big problem
A ticket has an associated contact. The contact belongs to the account. When registering a call, the contact associated with the ticket will be automatically entered. If different contacts are to be entered, users can select them from the magnifying glass
Ticket History Tab Suggestions
The ticket history has some great filter by functionality. I really enjoy the feature Show only my activities. I was brainstorming a few features that would be great additions to this section of the ticket. - A toggle that allows you to Show only activities
Error while processing the request! Problem in connecting to the mail server with Ionos Mail
Hello. I want to add a response email with my SMTP. This is an email that I use at Ionos. However when I configure everything well, I get this error message: Error while processing the request! Problem in connecting to the mail server After several searches
Personnalize "Digitalsace Customer Self Service Portal Invitation"
Hi, Does anyone kno whow to personnalize the welcome mail on Portal ? Many thanks, Emmanuel
Need a way to 2 way sync only Accounts of Account Type Customer
Currently when using the either the one way sync or two way sync between Zoho CRM and Zoho Desk there is no way to only sync Accounts > Account Type = Customer. I do not want to add all accounts to Zoho Desk and clutter up the system with Accounts I
Second e-mail chain in same ticket
Hi, Whenever a client sends us a request by e-mail it generates a ticket in Zoho Desk. Usually, each client request we receive will originate a different (but related) chain of e-mails between our company and one or more suppliers of that product. For
disabled closing notification on hold status
i want when from on hold status is changed to closed status then customer can't receive closing notification. like the function below, but this function only exists when the status is open, so I want when the status is on hold this feature also exis
ISO Zoho Desk Consultant - Help with Training
Our Company just switched to Zoho Plus and the team member responsible for project management of all the modules just resigned. I'm looking for a Zoho Desk expert to help us with training to get our Customer Care team up and running on the platform.
Is there any way that I can trigger ticket receipt confirmation email per my contact group type
Hi Team, Is there any way that I can trigger ticket receipt confirmation email per my contact group type, for example if client is from region UK then send them this ticket notification for ticket creation and if Australian then trigger this ticket creation
How to track total volume of all ticket touches in a set period of time?
The dashboard clearly identifies new ticket and closed ticket volume for a period of time, however it does not count all the times the ticket had activity on it in-between open and close. I need to be able to quantify my agents work and many times a
Editable Field on Ticket List Table View
Hi, Is there a way to allow the "classifications" field to be updated on the ticket list table view of tickets screen to allow for an update using a our preset dropdown in the same manner as which you can update the status field? The "ticket owner" can
multiple phone fields- calling out
finally started using Desk. We have it linked to CRM and we use Ringcentral. In CRM we can ringout from either a customers home, office or mobile number. In desk only one field has that option. Any ideas
Connecting Zoho community feature to slack group message
Hi Team, Is it possible to connect zoho community with slack group message if yes how? I would like any feature post submitted to our community portal to trigger a message to the designated slack group message just like how we have our zoho desk ticket
Permalink edit button brings up a blank page
Hi! I've been trying to update the permalink of one of our knowledge base articles without success. I know you have redesigned the permalink edit feature. The thing is - it is currently rendering a blank page instead of the permalink update pop up. I've
Power Automate Emails sent sucessfully but it won't show up in Zoho Desk tickets queque
Hello there, I created a microsoft flows that send emails to Zoho Desk. I input the Zoho email address I had in the outlook 365 email exchange. The flow testing was sucessful and it said the emails were sent. However, I did not get the emails or email
Layout set by department
is it possible to have 1 layout between different departments? I need the same layout with those fields and information across many departments. I can only find how to create new layouts in each department, which will take me days.
Desk - New ticket email not received when using exchange admin centre
We have setup exchange admin centre to route an email sent to support@[myCompany].com to support@[myCompany].zohodesk.eu When support@[myCompany].com is used - a new ticket is created as expected. However, the sending email address (an external @gmail)
Getting rid of automatic replies like for vacations
Hello Community ! I'd like to get rid of the auto replies like this one in the pictures. It seems like the only way for me is to create another ticket from it and then delete it. It's a little bit "too much" It would be cool to be able just to delete
i want to get the embed code of ticket page
HI sir, i want to get the embed code for my wordpress website of this page , its ticket page , please tell us the steps for it.. : https://desk.zoho.com/portal/kayakdistribution/en/newticket?departmentId=471315000000006907&layoutId=471315000000074011
Mass delete customers in DESK
Hello community ! Fisrt question here. New user to DESK, I made the mistake of linking desk and CRM together.. seems somes contacts from CRM appears now on DESK but it's not wanted. I don't find an option to mass delete them in DESK. I can select them
Accessing fields in the Jira integration via Zapier
I am attempting to build a small automation in Zoho Desk via Zapier. The automation would update a field in Jira when a field in Zoho Desk was changed. The fields on the Zoho Desk ticket that have to do with our Jira integration (Jira ticket number,
Converting Chats to Tickets is no longer working
The option to add a chat as a ticket was a really nice way to create a ticket based on a support chat. This feature is no longer working in our account. When we click the link, we get an error 'Unable to convert chat to ticket". I previously
Notify contact owner no longer available
Hi team, I used to be able to select notify record owner in my alert workflow under Macro but I don't see it anymore why? See screenshot below:
Can you give Zia a list of tags that you want it to learn?
We have just reached the point that Zia will start auto tagging but it did not pick up on some of the tags that I hoped it would. Is there a way to guide it to look for certain things? Namely we have a bunch of named entities like "Lake Side", "The Elms",
Desk Reports - You Have No Permission to Perform this Action
Hi, I've used a default Ticket Report to create a custom Report, i can save it but i cannot run it after saving with error "You Have No Permission to Perform this Action". Steps i did 1. Open Zoho Desk 2. Go to Reports 3. Open "All Overdue Tickets" 3.
Is it possible to make custom fields that are dependent on other fields show/hide when the parent field is left blank?
Our current helpdesk software allows users to make custom field "Categories" that are categorized by department with which users can then associate custom fields. When one category is selected, only a predefined set of fields show up and the others hide, which enables our departments to tackle multiple kinds of tickets as well as prepare them for escalation to other departments. For example, when we select the Communications category under the Marketing department's category in the drop-down (see
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