Issue with JWT Token in ZohoDesk Webhook GET Request (While setting up new webhook)
Hi Team, We have set up an endpoint on our application to receive webhooks from ZohoDesk. For security reasons, we expect a JWT token from ZohoDesk to authenticate the request. However, we noticed that while setting up a new webhook and doing the test
Is it possible to require a field in the Help Center but not for an Agent?
It's nice to have required fields in the Help Center, but if a client submits an email directly, I don't want those fields to be required because making any change means each required field needs to be filled in, and we won't necessarily have the info.
Parent-Child ticketing upgrades for better efficiency and context
Hello All, The parent-child ticketing system in Desk helps the customer service team resolve related issues faster and more efficiently. We're excited to introduce some new enhancements to this system. Perform updates on multiple child tickets at once
Zoho Desk Workflows & Notifications
Did something recently change with how Notifications and Workflows work? Up until last week, all of my workflows and alerts that have been setup are being completely ignored. I've had a workflow setup to alert my agents and my customers when a ticket
Why are Deals from ZOHO CRM not synced to ZOHO Desk?
We are working with Deals in ZOHO CRM to register new assignments from our clients. I would like to service the execution of these Deals via ZOHO Desk, but apparently ZOHO Desk does not automatically show the Deals connected to Clients as registered in
Allow Validation Logic to Prevent Merging Specific Tickets
Is there a way to add a validation to the "Merge" process such that if one of the tickets being merged meets a specific criteria, the system prevents the merge? We have run into issues where a team member merged a ticket that clearly should not have been
Add Undo Option to Knowledge Base Editor
Unsure if this has already been brought up, but can we add an "undo" option to the Knowledge Base article editor? CTRL+Z deletes the entire article and going through every single draft of an autosave to find the version before something went wrong can
Notification sender email is coming from Zoho, not from my domain
Hello, I have Zoho Desk configured to use "From address" as my domain support email i.e. support@ mydomain.com (email is verified) , we send automatic notification to contact (customer) when they submit a new ticket. Yet the notification email is sent
Caller Queue in Zoho Desk with Twilio
Hi Zoho Support, I have setup Twilio in Zoho Desk and everything is working well, except the caller queue. If two people call at the same time, and an agent is speaking with one caller, and a second caller is waiting in the queue, how does the agent switch
How to Prevent Guided Conversations from Restarting After Completion?
Hi all, I have built a Guided Conversations (GC) bot that asks clients a series of initial questions, such as their name and the service they are interested in. Once the conversation is completed, I want the bot to stop and assign the conversation to
Due Date within Business Hours
I have automated rules for Due Date based on a ticket's urgency, which can be 1 hour, 4 hours, or 24 hours. However, I would like the ticket closure time to consider only business hours. For example, a priority 1 ticket (1-hour SLA) received after business
Auto Reply on Zoho Desk
Can we set an Auto Respond to every email that Zoho Desk receives? Is there a way that any of the information in the original email can be pulled through to that reply? Like a mail merge?
How do you send an email to a customer from Zoho Desk?
I have pulled up a customer record and I click the email icon and the email address, nothing happens.... Email attached of where I am. Is there a different way to send an email?
"Snippet" when responding to a ticket
I see the new 'Snippet' feature when I am responding to a ticket. This can be very beneficial as currently we use our own Outlook to respond back to a lot of tickets, because we have predefined responses saved as Signature files. I understand how we create
Client Can't View Ticket
Hi, I created a ticket for my Client since he had an issue. I added him as a Contact as well. My client got a notification in his email that the ticket has been created. When he went to view the ticket on his desktop, the screen was blank. He then viewed
Queues Management ?
I need to assign the new requirements equally between my support agents. How I can configure this feature in Zoho? Thanks
Implement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?
What does "Tickets for Review" do?
What is the purpose of the va nilla view " Tickets for Review?"
Round robin not processing backlog tickets
We set up a round-robin for one of our departments which initially worked, but something seems to have broken during the 'tweaking' process as it will no longer assign backlogged tickets of any kind. (I've included images of the settings.) Based on the
Contact info for the sales team
Hi, My employer is currently going through a merger, as part of the process, we need to decide which service we go for, for use as our IT ticketing system. As my team already use Zoho Desk and are familiar with using it, I'd like to carry this over into
zoho account
we are unable to log tickets to IT due to our zoho account we unable to open
Ticket rápido e simples
Boa tarde pessoal! Tudo bem? Me chame de gustavo! Estou em busca de um sistema simples, prático e rápido!,sendo o seguinte caso: Como possuimos um serviço de endereço fiscal, onde os clientes criam endereço fiscal conosco, ao longo do tempo nós recebemos
Enhancing self-service capabilities with AI-based Zia Answer Bot
Hello All, Zia Answer Bot is available with better accuracy to enhance the self-service capabilities of the platform and to empower the users to resolve queries independently. By leveraging knowledge base (KB) resources, the Answer Bot provides accurate
Private Tickets
Sometimes we want to be able to create a ticket for a customer that they cannot see either in email or in their help center. Sometimes we see an issue on their account or something odd, or our analytics show something proactively needs to be addressed
email configuration - email is rejected - what is best way forward
We started getting rejection/bounce back on email sent out of zohodesk. typically we have SMTP from our domain into zohodesk eg support@example.com our mail respones go back out as example : support@example.zohodesk.com These email bounce with error:
Issues with GC Integration and Ticket Retrieval in Instant Messaging
I am using Guided Conversations (GC) within Instant Messaging (IM) channels. When a user sends a message, a ticket is created in Desk, but GC cannot identify which ticket it corresponds to. To address this, I have implemented a workflow rule to rename
Set Mandatory Lookup Fields in Ticket Layout
I added a custom module called 'Site' in the desk. I also added a lookup field 'Site' in the ticket layout. Now, I want the 'Site' field to be mandatory in the blueprint transition. How can I do that?
Integrate WordPress site as a Knowledge Base for Zoho Desk Suggested Articles
Dear Zoho Desk Support Team, We'd like to propose a feature enhancement for the Suggested Articles system within Zoho Desk. This feature would allow seamless integration with a WordPress knowledge base, enabling relevant article suggestions for agents
Edit ticket number format or append to ticket subject?
Is there a way to edit the subject in emails sent out from Zoho Desk? At the moment I get: [##123##] Ticket title But this is basically impossible to filter on in Gmail, as [ and # are classified as special characters, so can't be used in a filter. Ideally
Agent view history on tickets
We are converting to Zoho Desk and am curious if there is a feature that we have in our existing ticketing platform. In our current system, we are able to see which agents have viewed a ticket. It includes their first read and last read of the ticket.
Setting priority on tickets created from email channel
Is there a way to automatically assign a priority to email tickets? We'd like to set them all to standard when they initially come in.
Restructured the Company Information page into distinct sections
Hello everyone, We’ve made significant updates to the Company Information page to enhance usability and streamline your experience. These changes are part of our ongoing efforts to restructure the feature pages across the product. What has changed? Previously,
can we add all the SC ticket folder for all of the tickets to sellers past and present?
Hi. How can we add tickets to a folder for organizing tickets
Rejected forward emails
I am currently trying to set up a Desk system, and the issue which I am stuck on is that when I have a set a rule from the previous email domain to forward all emails to the new ZohoDesk One - I get a bounce back. The bounce back reads that the recipient
Articles page into Moodle as an iframe
I would like to integrate my Zoho Desk articles page into Moodle as an iframe. My goal is to add it to the Moodle navigation and display the articles within a dedicated page without redirecting users outside Moodle. Could you please guide me on the best
Jira integration - view the attachments in ticket
Hi, When i create a ticket in Desk with an attachment and after that i create a Jira Bug (via the Jira-Zoho integration) then my developers can not see the attachment. How to solve this? Regards Herman
Formula Field
What about a formula field in Zoho Desk?
How can I convert a regular email into a ticket?
Some of my customers insist on sending me requests directly to my personal mailbox (Zoho Mail). How can I easily convert this into a ticket in Zoho Support? If I forward it to a Zoho Support email channel, this creates the following 2 problems: 1. It
Calculate service cost, ticket age, and other metrics using Formula Fields
Hello everyone, Formula Field is currently available on Early Access. Kindly fill out this Registration Form to request early access. We have made an important update to the fields and layouts in Zoho Desk that will allow users to compute values within
Does Workflow Critera support multiple values when using contains?
I'm trying to set up some advanced routing/assignment workflows based on product and would also like it to assign based on keywords in original emails/description. When using the criteria in workflow, I noticed the operator includes contains and then
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