Happiness Feedback Report
Hello, I want to see all the feedback, which has been left on ratings in a report for all past tickets. Unfortunately, the pre-built happiness dashboard only lets you go back one month. When I create a report, I cannot add the column 'feedback' and I
workflow fields before assigning the ticket when the client opens the case by email.
I want to create a workflow that forces the technician to complete the mandatory fields before assigning the ticket when the client opens the case by email.
Answer to wrong email address
Hi Everybody! When we receive a customer request (let's call him Peter) on our info@abc.com mail address, we manually forward the email message to Zoho desk (support@). Of course, sender of that message is info@abc.com and Zoho opens a new ticket with "info" as the contact name and info@abc.com as email address (nobody can blame Zoho for doing that). We then edit the ticket and fill in contact name (Peter), account name (Peter Ltd) and email address (peter@mail.com) of the customer. When we answer
Zoho Desk nog sending true Gmail
Desk isn't sending our outgoing e-mail anymore. We can still receive e-mails but not send. I reconnected the email again and disabled the 2FA (to test). If I choose the Desk generated outgoing email address it works just fine. Please assist.
Option to duplicate views ( ticket and others)
Hello, I would like to ask for the option to duplicates views, especially ticket views. Often we need to use the views for very particular information, including filtering out custom data. It would be great to allow duplicate an existing View, so it can
Option to copy/duplicate Custom Ticket views
Hi Team, Hope you're all well. I was wondering if you would consider a feature on Custom Ticket views: The option to copy or duplicate an existing custom ticket view It would help tremendously for views with a lot of criteria that could be reused multiple
Turn Ticket into Zoho CRM Lead
Is there a way to set up Zoho Desk -> Zoho CRM integration in a way that would allow out support agents to turn a Help Desk ticket into Zoho CRM Lead?
AUTO ASIGNACION DE TICKETS
Cuando uno se asigna un ticket y lo contesta se queda asignada esa persona automaticamente para cuando se tenga respuesta de ese ticket, ¿como puedo configurar que ningun ticket se auto asigne? que todo sea manual
Add RSS Feed Feature to Zoho Desk Communities and Knowledge Base
It would be very useful to be able to get updates on content which is relevant to me from Zoho Desk Communities through RSS and also push my own Zoho Desk Community content to other platforms through RSS.
Zoho Desk - I am no longer receiving email notifications when comments are made on tickets
I still receive other notifications via email (e.g., new tickets and replies) - however beginning May21, I no longer receive notifications on comments (whether private or public) - I have confirmed that notifications are toggled on for agents within system/notification
Pick list - Cannot save list "Special Characters not Allowed" error message
Bulk uploading values. All values are pretty standard - with the exception of a "-" (dash). Like: Industry - Prepared Food Is the simple dash a special character too? Jan
Increase size of description editor when creating new ticket
Please can you consider making the description editor in the create new ticket form a resizeable area as by default, it is very small and there appears to be no way to increase the size of it.
Sharing and Converting Custom Reports Across Departments in Zoho Desk
Hello, We initially started using Zoho Desk with a single department (Department "A"), which included multiple teams. Nearly a year later, we identified several limitations that led us to create three additional departments ("B", "C", and "D") with replicated
Is it possible to link a CRM field or Zoho User to a ticket auto assign function.
Dear Support, I have a unique situation at our company. So I know it might be able to link a ticket to the client account owner from the CRM. However, is it also possible to link an email field, username or other field in the CRM to a new ticket created
Email notification for followers
Is there a way to enable email notification for followers of a support ticket? ie: Ticket #123 is owned by Agent#1, Agent#2 adds themselves as a follower. Whenever ticket #123 receives an email from the customer, Agent#1 receives an email. Agent#2 would
Zoho Desk to Jira > Automatic Creation ?
I've set up the integration for Jira and Zoho Desk, but when I create a test ticket as a customer nothing is sent to Jira automatically - is this correct ? I can manually link to Jira using the "More Actions", but I was expecting the issue to be created
Add Pinned Tickets to top of queue
As an IT Helpdesk, we have some tickets where they will need to be looked at daily over a week or 2, and the ability to pin a ticket to the front/top of the queue would be handy as we can be reminded to take a look, rather than placing them on hold and
Holding Shift to keep selected tickets
It is annoying trying to change the category of tickets and then closing them. You have to select them one by one, no way to 'hold down left click and drag your mouse down to select multiple'. Once you have selected them and you change the category, you
Remove attachment from ticket
Hello, When we receive e-mails from our customers, lots of those e-mails contain attachments with sensitive information, which we need to delete from the ticket after using it. It is forbidden for our company to store these attachments, due to security reasons. Is there a possibility to delete an attachment from a ticket in any way? It is necessary for us that this possibility is available. Thanks in advance, Yorick
Zoho Desk Validation Rule Using Custom Function
Hi all, I tried to find the way to validate fields using custom function just like in Zoho CRM but to no avail. Is there a way to do this?
Advanced search for Spam tickets in Zoho Desk
Currently there is no way to use advanced search in Zoho Desk to find content in tickets marked as spam. Please add this functionality! I believe this should not be the default, but a simple check box "Include Spam Tickets" would be helpful.
How can I mark an account as VIP or similar for special treatment?
I'd like to create a visual enhancement to mark an account as VIP in a way our agents can't miss it. What is your suggestion? Thanks!
Is there a way within Desk to allow for this timeline overlapping?
We're encountering an issue where contract timelines for the same client at the same location might overlap or follow each other sequentially. Since a single client can have multiple contracts, and we offer various contract types, is there a way within
how can I change the font when I answer a ticket in zoho desk? thanks
how can I change the font when I answer a ticket in zoho desk? thanks
Lookup fields can't be used for anything important
Hi It seems the lookup fields are mostly.... informative, you can at most link stuff between modules... You can't use lookup fields in blueprints, you can't use them in layout rules or anything... It that correct?
Is it possible to add HTML or a button on email templates in Zoho Desk?
Hello team, I am working on getting the best use out of Zoho Desk. I have noticed that when you hit 'reply' on a ticket, it comes with a small 'survey' to the recipient saying something like 'how would you rate your experience with us?'... so my question,
Is it possible to add buttons on email replies to internal team members?
Hello everyone, I am currently trying to set up some workflow rules to trigger when a ticket is created. I have noticed there is a button that can be added to email templates when sending email alerts from workflow rules, for example ${Cases.SUPPORT_PORTAL_BUTTON}.
Cross-department Parent-Child ticketing for faster and efficient ticket resolution
Hello everyone, Organizations frequently need to have multiple departments set up in their customer service ticketing system. However, when a customer raises an issue or an internal process that requires agents to collaborate with their peers, a lack
in Desk - Why can't I find where to enable multi-branding?
I'm looking at the knowledge base article & it says to go to settings / general / rebranding / multi-branding. But there's no multi-branding there!
Zoho support Can not send invitation email to portal user
I try to use Zoho support but have a problem. I don't know why. - When a customer sign up at the portal user they don't receive the invitation email. - When I go to contact manu, choose 1 user and click invite --> they don't receive the invitation email.
Xcode 16.2
I am facing multiple bitcode enable issue with Zoho. Which version is compatible with xcode 16.2 or version with out bitcode Flutter 3.27.4 pod 'ZohoDeskPortalCore' pod 'ZohoDeskPortalServices'
Unable to invite contacts
Hi! I'm unable to invite contacts as end-users from my trial account. The green pop-up displays "Invited succesfully" but the email never arrives, nor the re-invitation - even though it's "sucessfully" as well. Tried with several e-mail accounts, even
Forward, attach, or flag email to an open ticket.
Hi, when resolving customer requests through tickets in Zoho Desk, it is very common to receive emails from suppliers or third parties in Zoho Mail accounts or email groups that are not registered in the system. Is there any way to forward these emails
Field Validation and Profile restrictions bypassed using Mass Actions
We have a Validation Rule that prevents ticket closure if the "Subcategory" field is blank. This has been working fine, but recently we noticed a few tickets per day somehow being closed without a "Subcategory". Upon further investigation we found the
How to let only account-bound products visible to users
Hello friends, I'm trying to leave only the Products linked to the accounts visible to Zoho Portal users. If the user clicks "All Products," they can open tickets incorrectly for products that do not belong to the account that are registered. Is it possible
Enable Full Theme Editor for Help Center (Disable Express Builder)
Dear Zoho Support, We are currently using the Elegant theme in Zoho Desk Help Center, but we only have access to the limited Express Builder. We would like to switch to the full Theme Editor to be able to: Access Language Strings Edit all pages (HTML/CSS/JS)
Zoho Desk is extremely slow
Hi Team, We are facing extreme latency issue with Zoho Desk. It is currently unusable. I have submitted a ticket already could you please look into this asap. Regards, Priya Sharna
Simplify ticket replies with intelligent writing and content analysis tools
Introducing a smarter, faster way to handle ticket responses with generative AI-powered capabilities, now available in the ticket detail view. These enhancements are designed to reduce agent effort, improve clarity, and elevate the overall support experience.
Zoho Desk Onboarding Assistance - How to do bulk taging
Hi How to apply a particular tag to multiple tickets in one go.
Collaborate without compromise, with Ticket Sharing.
We often hear that the ability to move tickets is a big benefit. That kind of flexibility is great to have when your tickets require expertise across departments. But there's often a price to pay: Moving tickets across departments could result in a (well-intentioned) battle for access. When tickets move between departments while agents are working on them, chaos ensues. To put an end to all these worries, Zoho Desk brings out a new ticket action: simply share. With ticket sharing, everyone gets
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