Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually
Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able
Response from a customer via web channel
Is it possible to ensure that a customer using the web channel can respond to an agent's question without creating a new thread but instead linking their response to the existing thread?
Using WhatsApp with your existing number
Hi. We want to use the WhatsApp functionality in Zoho Desk. We already have a WhatsApp business account. Is it possible to use your existing number instead of creating a new number?
Customer Feature Requests
Like Zoho, we're a software company that markets an SaaS product. We frequently get feature requests that come from the support system. My technicians have a responsibility to listen to our customer requests and add them. Right now the only way to do
Image field in custom module
Hi guy, Is there any hope of adding a custom image field in the custom module? We created a custom module to keep track of assets, and it would be helpful if we could attach an image to the record. Thanks Rudy
Team can't view their created ticket through Followed Tickets
Hello Everyone, in our organization we are new to zoho desk we have multiple teams, and each team handles specific topics and tickets when one of them tries to create a ticket for another team and use followed tickets to view this ticket we get a message
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
Parent - Child Ticket Twins
I think i maybe losing my mind. Are these two completely separate parent-child ticketing functions? I think I remember adding a plugin years ago and I think I also remember seeing something about parent-child ticketing in a release notes being added.
auto reply shopify order details in zoho desk based on order number in subject using deluge script custom function
auto reply shopify order details in zoho desk based on order number in subject using deluge script custom function
Is there an ability to keep the status field unlocked while having an active blueprint?
Hi. Is there an ability to keep the status field unlocked while having an active blueprint? Here is the case. We have a transition let's say "Ask to the customer" When we do this transition the Status is switch to "waiting for customer" But if for exemple
Rename Category and Sub Category fields
Is it possible to rename the field labels for Category and Sub Category - if so can this be done at layout or department level ?
Bcc option in "new ticket --> send as email" disappeared
Is it just me or did the bcc option disappear in the "send as email" option of new tickets in desk? This is very inconvenient.
Ability to rename community tabs as own preference
Current zoho desk community tabs unable to rename however i see it has as suitable standard for most communities But it will be more better and beneficial if possible to modify(rename) then we can use the community for various purposes and able to change them as very convenient for, various product & services various fields organizations push(add) many topics types into one community instead host several community forums or portals. Setup > Channels > Community > Preference > Topic Type This's an
How to a customise the support email id to our custom domain
we need to have support email address in our custom domain email id. how to do it?
Enhanced Anti-Spam Capabilities for Zoho Desk
Dear Zoho Team, We appreciate the existing feature in Zoho Desk that detects and automatically marks suspicious email tickets as spam, moving them to the spam tickets view. Additionally, the ability to auto-mark associated contacts as spam is helpful.
Trying to sort tickets in "Status" mode by age
Struggling with an odd issue, hoping someone can help. Trying to use the basic "Status" ticket-view, but can't find the setting that will put the oldest tickets at the top of each "Status" column. I found this in other ticket-view options (classic, compact,
Company domain with Zoho Mail as support email in Zoho Desk
Hello, We are a Zoho One customer. We just converted to Zoho Mail from Google Workspace Mail yesterday. We have a domain name for our company. With Gmail, we were able to forward our info@company.com email to Zoho Desk. Customer would then be able to
Best way to organize Zoho Desk with CRM products
I'm having a bit of trouble finding out how I'm supposed to organize our Zoho Desk (departments vs teams vs products) and how to use it. We want to use the KnowledgeBase, Community, and Tickets sections. Here's a general overview of our company to get
Settings Icon No Longer in ZOHO Desk?
In ZOHO desk, there has been a gear icon for settings. as of yesterday, it is no longer there. I showed up briefly this morning but is gone again. Anybody else experiecing this?
Forwarding Zoho Desk Support Email to a different e- mail
Hello, I am using ZohoDesk and I have a Zoho Desk Support e-mail setup. I would like to know if there is a way to forward the e- mail inbound to this Zoho Desk Support e- mail to a different e- mail? Thanks!
Automation#24: Auto-Update custom field from Accounts to Tickets
Hello Everyone! Welcome back to the Community Learning Series! This episode dives into how Zylker Techfix streamlines account-related ticket references. Previously, employees had to manually check account details to retrieve specific customer information,
Inconsistent "Happiness Rating" Percentage
When searching through the list of customers, the Happiness Rating percentage that shows for one particular customer of ours is 71%. However when going into that customer, the percentage shows as 100% (which we think is correct as we can't find anything
Zoho Desk - how to see date ticket created?
We have migrated from Help Scout and are a customer service team, not a technical ticket team. (i.e. we don't have 'due in X hours' needs) We are accustomed to seeing the date the customer sent the email / ticket received. I don't see a way to display this very basic information in the Views. Please assist with how to display this.
Not able to create a new, second help center
Hi. I'm not able to create a new, second help center. How can I solve this problem?
Contacts and Accounts views support and Ticket details screen UI enhancement - Zoho Desk Android app update
Hello, everyone! In the latest version(2.7) of the Zoho Desk Android app update, we have covered the following features: Contacts and Account views UI enhancement in the Ticket details screen IM icon display Contacts and Accounts view You can now access
SSL Certificate Error - Connection is not secure
I am new to Zoho Desk, but I've tried to link our new Zoho helpdesk to our domain via the subdomain https://helpdesk.leannova.de It appears the CNAME change we implemented is working, but we're getting an SSL error that looks like this: *********************************** Your connection isn't private Attackers might be trying to steal your information from helpdesk.leannova.de (for example, passwords, messages, or credit cards). NET::ERR_CERT_COMMON_NAME_INVALID This server couldn't prove that it's
Log when ticket is moved to a different department
Hello, is there a way that I am able to log when and who moved a ticket from one department to another? I tried looking at workflows and I can't find any way to log a history when a ticket's department is changed. It would be great if this data could
Asap Widget 2.0
Where's the documentation for the new ASAP widget? https://www.zoho.com/desk/developers/asap/#introduction this one is outdated How can we dynamically navigate between different views? How can we prefill ticket forms using ASAP 2.0?
HTTP Error 500 when creating E-Mail Draft with API
Hi, I tried to create an email draft for a ticket using the Zoho Desk API (v1); however, I continuously receive HTTP Error 500: An internal server error occurred while performing this operation. I've tried both curl and Python implementations, but neither
Custom Modules - Zoho Desk - iOS
Hello, everyone! In the iOS version(v2.8.9) of the Zoho Desk mobile app, we have introduced support for custom modules as a related item to the standard modules like Tickets, Contacts, and Accounts. This new feature allows you to capture unique information
Ticket View Across Departments
I setup departments for the main clients I service, tickets inbound from specific emails go right to the departments. This helps with reporting for me. I would like a view of tickets assigned to agent, or unassigned, across ALL departments. Basically I am handling tickets across 3 departments, but I have to keep switching to see what tickets i have. I would like a view where I look and see ALL tickets across ALL departments.
Merging 2 tickets
Hi I understand how to merge 2 tickets already but find the process quite cumbersome. It is not always simple to perform a search that causes the 2 tickets in question to show up on the Ticket Screen, and this is the only place a merge can be performed. Doing a search for the customer or contact linked to the ticket displays all of their tickets which could be hundreds to sort through, you could do a custom search that only shows open tickets but doing that every time is also time consuming. Not
Ticket Status Colors
Can i change the colors of Ticket Status in the admin panel? Or even change the background of the entire cell of a Critical ticket? This way its easy for my agents to see a urgent ticket when it comes in. Right now everything is black text. Here Right
Notifications on mentions in comments
If another user mentions me (e.g. @mustafa... which autocompletes) in a comment on a ticket, how do I get notified? If I don't get notified, what on earth is the point of the mention feature???
Search terms from ASAP widget are not showing up in my Zoho Desk analytics
When people perform searches in the Zoho Desk ASAP widget, the search terms do not show up inside my analytics report. But when people access the KB website directly and then do the search, the keywords ARE showing up. Is this a known issue, or am I just
Disable Private Reply.
Is it possible to disable the option to do "Private Reply" for tickets? The reason is that sometimes we click on reply or "reply all," but the system automatically selects "private." Am I doing something wrong? Thanks Rudy
move or clone the custom layout
Hi, is it possible to move or clone the custom layout of a ticket from one department to another? BR
How to restart the timer for the 'First Response' field associated with an SLA.
Hello, through the API, I send an email to multiple accounts when a new ticket is created, and the system automatically sets the "First Response" field to null. I would like this to happen only when a ticket is assigned.
Sync Zoho Desk Teams with Zoho One Departments and/or Groups
Dear Zoho Team, Greetings! We would like to request an enhancement to improve the integration between Zoho Desk and Zoho One. Currently, when creating or updating an employee in Zoho One, we can add them to the Zoho Desk application and configure their
Report to show tickets win non invoiced time entries.
I have a report that lists tickets and associtated time entries for a specified period of time. Is there a filter that can be applied to show only tickets that have time entries that have not been marked as invoiced? Or what is the best way for our billing
Next Page