Effective project development with integration of Zoho Desk and MS Azure
Dear partners, We are happy to announce that you can now integrate your Zoho Desk account with Microsoft Azure DevOps. This integration provides an effective way to: Manage feature requests Collaborate with teams Streamline development processes Dispatch
How to add categories?
How to add categories? I don't know if it is possible to create categories of the services, for example if the reported issue is a printer problem, hardware, email account, etc. I have only seen that the ticket is chosen if it is a complaint, question,
In Zoho Desk, is there a way to see a list of comments that I've been tagged in?
Thanks in advance!
Multilingual Ratings - Happiness Ratings in Your Customer's Language
Hello everyone, We’re excited to introduce Multilingual Support for Customer Happiness Ratings! Collecting accurate customer feedback is crucial for improving service quality, but language barriers can lead to misunderstandings, lower response rates,
Can't Update Tickets via Enhanced Import
I am trying to update one Single Line field for 200 tickets using the beta Enhanced Import feature but it keeps skipping all of them. The ticket ID is mapped to "Ticket External Id." What am I doing wrong?
Is it possible to display a custom contact field in the ticket properties?
I have a custom contact field called website. I want to show this on the ticker properties under the contact info (under the persons name). I can't figure out how to do this.
Customer Support Portal
Hi, As I am dealing with and waiting for help with a serious Zoho Mail issue, I tried to submit requests and manage my requests by logging into the Customer Support Portal, but it keeps saying that I do not have a valid email address and cannot login.
Misleading Notifications
I have set a workflow so that unassigned tickets cannot have their Status changed to anything other than "New" The issue I have came across is that when you go to edit the status of a ticket, it doesn't not allow you to (which is good) BUT it still displays
IM WhatsApp chat initiation
WhatsApp is integrated on our Zoho Desk IM. Purpose of the integration was to offer a better client experience when communicating with clients. WhatsApp business cannot be managed effectively and multiple conversations cause some client chats to be missed.
Adding a KB article link in a ticket crashes the website
Hi there, for some time now we experience a problem where adding an article to a draft in a Ticket from the side bar crashes the website. When the crash happens, we need to close the tab and open it again. This causes us to reload the page and the whole
CUSTOMER PORTAL SIGN-UP FORM
Is there a way to customise the customer self sign-up form so that it asks for FIRST-NAME and LAST-NAME? The field "Name" is likely to get people signing up like "Bob". Also, is it still the case that we receive no notification of new user sign-ups? Is there a rule or workflow that will alert agents when new portal users sign up?
Creating a support request / ticket via email to xxx@zohosupport.com
Is there the ability to create a ticket from an email sent to my support email address (e.g. xxx@zohosupport.com)? For example, I am running a small computer support/service business and I would like to be able to direct potential customers to send an
Adding a CRM Account field to a ticket
I have a created a field in Zoho CRM called support contract, where I specify the level of support an account has purchased. (Colored Picklist) I would like to add that field to a ticket upon creation and selection of the account. I have added a lookup
HTML - CSS Customization for Customer Portal
The customer self-service portal within Zoho Support is one of the easiest to set up amongst various available options to businesses today. We've had quite a few customers tell us about it over time, and we've internalized that as an important criterion while building features and enhancements to it. As easy as it is to setup, we've also heard from customers about more customization options we should build. As a result, we've started investing a lot of our efforts in that direction. Today, we're
Users cannot set due date?
The due date field under the "Edit Layout" page is set to not visible and I cannot change it by clicking on the little red light bulb. I was almost certain that users are able to view and edit the due date at the time of ticket creation. Is there a way to make the due date field visible to users? Thanks, Jamie
Light Agents
Can Light agents extract reports from the Analytics module? Kindest Regards Ahmed
Bug Alert - Duplication of Tickets in Zoho Support
Due to a bug that crept into our email infrastructure, duplicate copies of emails were fetched into and displayed within Zoho Support today. We've already identified the root cause and built a fix for it. Additionally, an automatic background program will identify and clean up all the duplicate emails you might have received so far. The same should be rolled out to all users shortly. We'll keep you posted here as and when the fix is applied. We apologize for the inconvenience and understand that,
How to change back to the old version in zoho support
Please let me know how to change it back to the old version. The new version is too slow and hard to manipulate.
Two footers in dialogue module
This makes the design look messy. We just want one. We would also like to customize the things that we want there.
Deprecating Public Comments
Currently, Zoho Support allows users to add comments to a ticket and have these comments visible on the customer portal. These are called Public Comments. We intended these to be a convenient way for agents to let both customers and internal stakeholders know of developments in a ticket. Since then, we've added better and more elegant ways for agents to communicate with customers and employees. Naturally, the usage of Public Comments has come down over time. After studying its usage carefully,
Reply-all copies Help Desk
Whenever we choose the Reply-al function on a ticket, the Help Desk email is automatically inserted into the CC field. Is there any way to remove this, or do we possibly have a configuration issue?
My workflows not working
Hi I have created my first workflow I want it so when a customer responds to a ticket that the status is changed to "reopened" We want this so its clear there is a ticket to deal with again. We only have 2 agents responding to tickets and do not have
Using Snippets in Comments
One of our Agents asked about using snippets in comments. We don't see this as an option at this time, only in reply mode. Is there a way to enable this?
Ticket duplicating when multiple "To Address" are messaged
Hello, I want to know if there is a way that I can stop the duplication of tickets when clients email multiple emails related to the same department at the same time. In our case, we basically use ZDesk like email. Each agent has a designated "To Address"
Reply via email for IM tickets
Ability to respond via email to tickets opened via IM channels, such as WhatsApp, Telegram, etc. Currently it is only possible in calls opened through Socials channels.
Zoho Flow Doesn't Detect Desk Custom Field Change
I have a Flow that is configured to be triggered when a custom field on a ticket changes. I also have a Schedule in Desk that runs a script that changes the custom field. When I change the custom field manually in the Desk interface, the Flow runs as
Enable Snippets and/or Templates option in outgoing Emails
Hi, Currently Snippets and/or Templates are only available in reply emails but not when creating new outbound emails: https://help.zoho.com/portal/en/kb/desk/ticket-management/ticket-replies/articles/sending-emails-and-converting-it-to-a-ticket Since
Exported Knowledge Base Article - text is simply cut off
Hello, I have discovered a bug, when exporting a KB article (PDF), line breaks are ignored. The text is simply cut off, that's not acceptable at all!
Adding Users in a team to be able to view all tickets
I need your kindness to guide me on how to add users in a team or group to be able to view all tickets raised by all users in a particular help center.
Time Entry warning
Is it possible to configure a warning/alert when a ticket exceeds a set amount of Time?
Desk Contact Name > split to First and Last name
I am new to Zoho and while setting up the Desk and Help Center, I saw that new tickets created or submitted from the Help Center used the Contact Name field. This would create a new Contact but put the person's name in the Last Name field only. The First
Customize the ticket ID for enhanced ticket tracking
Hello everyone, Ticket IDs in Zoho Desk are the unique reference numbers that are assigned to tickets when they're created. Agents generally use the ticket ID to locate a particular ticket and to reference a ticket in conversations and feeds. When customers
Templates when adding a ticket
Hello, When adding a ticket and crafting a description is it possible to have the templates available? I would like to do it all at once vs creating the ticket then navigating to the ticket to send the initial contact. Thank you,
Remove "Additional Information" options from user-created tickets
I'd like to configure customers to be able to create tickets themselves, with and without logging in. However, I don't want them to set things like the priority or due date. Is there a way to remove these options from the help center when customers create
Use color coding for picklist field values to enhance visual representation
It's easier and more efficient to manage a large volume of data in a ticket or other custom module records, such as ticket priorities and issue types, when you apply clear visual distinctions through color coding. Color-coded picklist fields allow users
Help Center Help!
Hello, I am fairly new to Zoho Desk and want to write articles and publish them on a Help Centre. However, I cannot wrap my head around how to get started. Can someone from Zoho do a one on one with me or are there helpful videos on this topic? Frustrated,
Incorrect merging of two tickets: Delete Mail History
Hello, I merged two different (incorrect) tickets in the Zoho Desk system. How can I remove the communication from the merged ticket?
Unable to access Zoho Help Community on my main browser
Hi, I have been unable to access https://help.zoho.com on my chrome browser for a while now. Initially I thought it was a glitch from Zoho, but when I accessed from incognito mode, I was able to access it. I have cleared cache - cookies, but still access
View and manage your records in Calls, Events, Tasks, Contacts, and Accounts with Table View
Hello everyone, So far, Table View was available for the Tickets module; now, we have included it for the following modules as well: Calls Events Tasks Contacts Accounts Managing customer interactions and activities often requires navigating through multiple
Permission Update Failed
Dear Sir, I have downgraded from the trial paid plan to Free Plan. I am logged in as CEO - Administrator and trying to change the profile permission but getting error - Permission Update Failed. Please see the screenshot. In most of the pages I am getting
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