FAQs
How to permanently close a ticket?
At this point, Zoho Desk does not allow you to close tickets permanently without allowing your customers to reopen it. However, we're actively working on a feature that enables you to lock the status of tickets that was closed. While we do not have ...
How to clone email templates across departments?
Cloning email templates across departments is not a feature that we have right now. You will need to create your templates individually in their respective departments. The ability to clone not just the templates, but also automation rules and a few ...
Can I change the starting number on ticket IDs?
By default, each ticket gets assigned with a unique ticket-id when it gets created in Zoho Desk. This ticket ID will start at 101, then increase. This ID can be changed to begin at another number as per your need. However, it is not something that ...
How do I create a read-only ticket view?
List views are used to group tickets based on a defined set of criteria so that you don't have to go through all the tickets in the application. For example, you can view a list of unassigned tickets or tickets that fall overdue in the next 24 hours. ...
Can a chat alert be sent to agents for specific events?
Yes, you can. Apart from the regular notifications that get sent through emails and SMS'es you can also send out alerts through the chat channel if you've enabled the Zoho Cliq integration in Desk. To send automated alerts to your agents, you must ...
How to stop legitimate emails from being marked as spam?
Zoho Desk uses built-in spam detection software to mark emails getting into your help desk as spam. The software scans your incoming emails by all the major spam filters before sending them through, to make sure that they pass. But what if a lot of ...
How can I force agents to fill mandatory fields before closing tickets?
Zoho Desk enables you to set fields as required so that your agents are forced to enter their values before submitting a ticket. This applies to tickets that are manually created by your agents. But how can you enforce filling required fields when a ...
Can I customize the look of the Happiness Ratings?
Happiness Ratings enables you to measure the quality of customer service being provided by allowing your customers to rate their experience on a scale of Good, Okay and Bad. That said, it is essential that the ratings and their accompanying visuals ...
Why can't my colleagues see my profile picture?
You can personalize your help desk profile by uploading a photo that is visible to other users both in Zoho Desk and other Zoho services. To set the profile picture and to make sure it is visible to everyone, kindly follow the steps below: Log in to ...
What is TLS and how does it affect me?
Data security is the foundation of everything we do at Zoho Desk. We take security very seriously and have developed a comprehensive set of practices, technologies, and policies to help ensure your data is secure. With the same perspective and to ...
How to moderate posts in the community?
When moderation is enabled for a category, moderators can review new forum topics, and replies before they get posted to the community. Also, such content does not display instantly until the moderator approves it. Typically, when a new user posts a ...
How to customize help center themes in the sandbox?
Personalizing your help center is a must if you believe in making it look appealing for your end users. But it gets frustrating to tweak your help center to perfection while it’s live. What if a new theme renders your help center inaccessible? Or it ...
How to create invoices from time entries?
If you're into the practice of billing or invoicing your customers for the time spent on their tickets, you must first integrate with either of Zoho Books or Zoho Invoice. This integration enables you to generate an invoice against a customer for ...
How to mark contacts as spam in bulk?
Spam contacts are unsolicited users who send junk emails to your support email address. You typically get a lot of unwanted emails, such as subscriptions or promotional offers from such contacts. In such cases, you can mark the contacts as spam ...
How to close tickets automatically?
Using Supervisor rules, you can have Zoho Desk close tickets automatically after a certain period or when their status is changed. This means your agents won't have to lift a finger to remove old tickets out of their queue. It is particularly useful ...
How to prevent certain email IDs from creating tickets?
It is not uncommon for businesses to send newsletters, promotions, and greetings to your support mailbox. There are also situations where your support email address would be in cc of a conversation, or you receive notifications from 3rd party apps, ...
Can I get my knowledge base articles reviewed?
Your knowledge base articles must be reviewed to ensure it contains correct and updated information. Although this is optional, it helps you eliminate incorrect information while building trust and reputation among your customers. Zoho Desk allows ...
How to change the "from" email address on the help center invitation?
When you add an end user or a customer signs ups for your help center, customers will receive an email invitation welcoming them with instructions for logging on. This welcome email uses the standard invitation template that can be customized ...
Why are my tickets showing transitions when the blueprint is disabled?
Although you've disabled a Blueprint, the tickets that have entered the process will continue to show the strip containing the current state and subsequent transitions buttons. These tickets are required to complete the process as defined on the ...
Can end users view all tickets raised by their organization?
End users can view all tickets submitted by their company in your help center. This is particularly useful when you have multiple contacts submitting tickets from the same account, or the account's managers want to view a list of tickets raised by ...
Why are my ticket's timestamps showing incorrect time?
The timestamp displayed on tickets is governed by the time zone set for your Zoho Desk account. Typically, the time zone is auto-set based on your location when you first signed up. However, if this UTC time is set incorrectly, it can skew the ...
Why did a custom view disappear from my lists?
A custom view that no longer appears in your account may have been subjected to one of the following circumstances: It has been archived. Note that custom views that remain unopened for 60 days will be auto-archived. It has been permanently deleted. ...
Why am I unable to view closed tickets in the "All Tickets" view?
If you cannot view closed tickets in the "All Tickets" view, it is likely that you are viewing tickets in one of the work modes. The work modes such as Countdown mode, Handshake mode, Status mode, and LIFO mode are designed to display only tickets ...
Can I delete my existing tags?
We are sorry, but it is not possible to delete tags once they are added to your Zoho Desk. Nevertheless, you can discontinue their usage by removing it from tickets. This can be done by filtering out tickets by tag and delete them manually from the ...
What browsers does Zoho Desk support?
Zoho Desk is a web-based help desk software that only requires an operating system that can run the latest compatible web browsers. That said, we recommend that you keep your computer up to date with the latest browser versions. By running an older ...
How can I change the currency in time entries?
If you see the wrong currency appearing across time entries, it could be due to incorrect currency locale settings in your Zoho Desk account. You can change the currency as per your organization's needs. To change the currency: Log in to your Zoho ...
How can I track missed chats?
Zoho Desk will automatically convert missed chats into tickets. It comes in handy when all your agents are busy or when visitors try to connect outside your support hours. You can easily track such tickets under an exclusive view called "Missed ...
Can I retrieve the deleted tickets?
Deleted tickets are not permanently gone and you can retrieve them. Zoho Desk provides a recycle bin where deleted tickets are stored temporarily. When a ticket is deleted, it is moved to the recycle bin and is available for 60 days or until the ...
Why does the account-contact relationship change when I update the ticket's account name?
Contact is the primary identifier of a ticket. You cannot create a ticket in Zoho Desk without associating it with a contact. Besides tickets, contacts are also associated with their respective accounts. Keeping the above factors in mind, when you ...
Can I associate more than one product with a ticket?
No. Currently, Zoho Desk allows you to associate only one product with a ticket using the Products field.
Can I configure more than one Facebook or Twitter account?
Yes, you can configure more than one Facebook, Twitter, or Instagram accounts in Zoho Desk. You can also add multiple pages from different Facebook accounts to convert their posts into tickets. To associate more than one social media account: Log ...
How to manage ticket visibility for contacts of the same account in the help center?
With the advent of the contact to multiple accounts feature, you may want to allow or restrain contacts from seeing others' tickets from their account, particularly when you have chosen to allow your contacts to view the tickets of other users in ...
Troubleshooting issues with rebranded portals
The following issues may occur for Zoho Desk users who have rebranded their domain as third-party cookies are disabled in their web browser. User Presence and Notifications Unable to process activities such as auto-assigning tickets, reporting on ...