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
ZOHO DESK ヘルプセンターの言語選択メニューの表示方法
ZOHO DESK のヘルプセンターを構築し、多言語化設定をしました。 顧客のヘルプセンター画面右上に言語選択メニューが表示されないため、弊社の契約先会社に問い合わせましたが、「通常は多言語化をオンにすると表示するためCSS を触り過ぎではないか」 という指摘のみでした。 試行中ですが表示できません。 何か要因となる情報をお持ちの方がいましたらご教授いただけますと幸いです。 ↓の赤枠を表示したいのですが、表示できません。
Zoho Desk Invite
I'm trying to send an invite via Zoho Desk to the email nwc.hd@telecare.com.sa using my account in Zoho desk rmsh7777.rs@gmail.com but the invitation or email is no received. I need your kindness to activate the account, please.
Zoho Support / Microsoft Outlook integration
Is there integration between Microsoft Outlook and Zoho Support? If so, can you point me to the related documentation? I'm trying to understand how that would work.
Paste Screenshot in Ticket
We love Zoho Desk, but we miss the ability to paste screenshots directly into a ticket. I know that others have requested this functionality, but I thought it would be good to add it here as well.
Refreshing screen collapses Starred Views and Expands All Views
Just in the past few weeks I've noticed that when I refresh my screen, it now collapses my Starred Views section and Expands the All Views section. This is not how it used to work in the past. It is frustrating.
View Conversation Thread, Including Private Comments, when Replying
When you compose a reply in Zoho Desk it takes you out of the conversation thread view and into a large composing window. This means that you can't see private comments from the ticket tread or attachments, both of which are frequently handy to reference
Guided Conversation History Does Not Show in Ticket Submission
Hello, An issue I've noticed is that once a user steps through the 3-5 questions on the guided conversations bot that raises a Zoho ticket for them, the history of the selections do not show on the ticket. It would be beneficial if the ticket could include
Zoho Desk Ticket Windows are smaller
Hi Zoho, All of a sudden your ticket windows have become smaller, any idea on what's happening? FYI that my browser window size for Desk is 100% But on my general dashboard view, it's fine.
Zoho Desk & Tasks
Hi, I'd like to be able to create a set of tasks each time a customer request comes in, as I understand it, currently each would need to be create manually. Project is too much of an overhead for what we want to use. Effectively in various use cases we
Zoho CRM <> Zoho Desk Account Sync
I have had custom fields in Zoho CRM for a time and would like that data to sync to Zoho Desk. However, since the accounts are all synced to Zoho Desk already, the newly mapped fields are not updating in Zoho Desk. Is there a way to force the sync to
Using Agent Email Address as From Address
Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage. Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about
Unable to update desciprtion field
Hi Team, perviously, we had hidden the description field on our Help Center as we used a diffirrent field to name our ticket description. Now, the description field suddenly became available on our help center and there are no option to disable it to
Zoho desk Spam Folder
Dear Zoho Support Team, We are experiencing an issue with Zoho Desk, where all emails sent to our customers are being marked as spam. As a result, they are not receiving notifications for new ticket replies. Please assist us in resolving this issue.
Automatically Open an On-hold Ticket at Prescribed/Scheduled/Delayed Time/Date
We have tickets that require followup depending on the situation. Is there a way to change an open ticket status to an on-hold status and assign a date/time that the ticket will set its status back to open? My use case is scheduling. We schedule work,
Zoho CRM Roles to Zoho Desk
I have created my role hierarchy in Zoho CRM, Can i import/sync those roles from CRM to Desk or should i create role hierarchy again in Desk?
Presence of draft messages are not obvious
I can't count how many times this has happened to me. It's at least 20 or 30 times. I go to compose a message to a customer on a ticket, I think I hit "send" but maybe it didn't register, or I moved off the tab for another task and then closed the tab
учиться работать в ЗОХО
Здраствуйте! Подскажите, пожалуйста русскоязычного преподавателя обучению использования ЗОХО?
What am I doing wrong? (updating existing tickets via email)
I'm trialing the free tier of Zoho Desk. When I try to send email to my support address to update an existing ticket, Zoho Desk keeps creating a new ticket. I've tried putting the ticket number in the subject in the format [#ticket#] and [##ticket##].
Client reminders
Hi Is there anyway to send automatic client reminders when we are pending a response from them? For instance, in a blueprint, say you have a transition that asks them for some additional information... They may take a while to reply, so is there a way
Created delayed alerts
We have a custom alert & rule that notifies our service alerts email address when new tickets are created but these alerts are sent out immediately when a ticket is created, is there a way to set the alerts to be sent out 15 minutes after the ticket is
Email Body as Ticket Description
Many of my customers use the support email instead of the portal to enter tickets. When this happens, the "Description" field is left blank. The email subject is automatically entered as the ticket subject when tickets are created this way - I would like
Using Direct Assignment Automation for Keywords in Tickets
Hello, I'm trying to use the Direct Assignment automation to move a ticket from one department to a different one based on a keyword found in the tickets subject OR description. SAMPLE: Ticket Create (Checked) Ticket coming to - Dept A Criteria - Subject contains keyword OR Description contains keyword Move Ticket to - Dept B Assign Ticket To - Unassigned I saved and tested this by sending emails to Dept A using the keywords, but it keeps sending it straight to Dept A. Am I doing something wrong
Successfully Changed Customer's Ticket Status on Help Center Portal
in the Zoho Desk Help Center Customization I entered the following CSS Code to change the color of each ticket so the customer can easily determine the status of the ticket: /* Change Made - Already Working */ .Badge__badge.change_made { background-color:
Workflow isnt execute when record is created via sync with Desk
Hi, as in subject, why executing workflow doesn`t work when someone new sent mail to Zoho Desk and via integration email address is created as Contact in CRM?
Closing multiple ticket in Zoho Desk
Good day! Im trying to close a multiple ticket. For example: When Ticket #3 is received. Ticket #1, #2, and #3 will automatically close. Can anyone help? Thank you!
How to Assign Tickets Based on the "To" Address in Zoho Desk
Hi everyone, I have multiple support email addresses forwarding incoming messages to Zoho Desk, where tickets are automatically created. I would like to assign tickets to specific agents based on the original "To" address that received the email. However,
First Assigned Time
How to add "First Assigned Time" in report
Auto assignment of tickets to an agent in Zoho Desk based on Account owner in Zoho CRM
Hello everyone! I have written a custom function in Zoho Desk to automatically assign a ticket to an agent in Zoho Desk based on the account owner in Zoho CRM when a new ticket is created in Zoho Desk. I hope this helps who need it. You must create a
Custom Buttons
Is there any way to create a "Custom Button" that would initiate a workflow, or call a custom function, preferably directly from a ticket? In Zoho CRM records can have custom links and buttons that make outside integrations relatively simple.
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