Zoho Desk x Exotel Intergration
Hi, we are trying to integrate Exotel into Zoho Desk, and we have followed all actions required from Exotel side, including PBX mapping and setting up the flow. Now, in Zoho Desk, the click to call icon shows in a ticket, but when I click it, nothing
ZOHO Desk Ticket Notes
Hello, Is there a way to add or view agent only notes on zoho desk tickets. Our agents do a lot of internal communication on tickets and we would like an easy way to either filter for only internal comments, or have our own tab where we can see what our
CRM to Desk - Sync Issues
Guys, Having persistent problem with timely sync of CRM records to Desk. I have CRM to Desk (one way) activated. I identified the following cases: 1. CRM account is added and I do not see it in Desk. Another account that was added at the same time is
Couldn't build the extension for Zoho Desk which pushes new replies from the client to inside the ticket/thread.
Hello, I’ve been trying to build this function/extension based in this link https://www.zoho.com/desk/extensions/guide/#channel-integration-push-data-to-desk I need to add news threads/replys from the client to my ticket using this extension, but I’m
Autofill Email not Accurate
Hello, I have uploaded all my contacts to Zoho Desk. When I go to reply to a ticket i will often use the autofill feature. The issue is it is not taking what i am typing but rather showing autofill options for my recent contacts. for example if i type
How can I find the "helpCenterId" ( or where is it ? )
Hello, We want to create an api request based on documentation found on : https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_Invitecontacttohelpcenter How can I find the "helpCenterId" ? Where is it located in Zoho Desk ? Thank You
Customizing views to include additional information such as priority and content preview.
Is it possible to add priority and latest comment/email to the grid view preview? There appears to be a lot of open space that could/should allow additional ticket information. It would be nice to be able to customize all views or tiles to include the
Knowledge Base - Display categories instead of all articles below in the overview
Hello, the desk helpcenter knowledge base is displayed as follows, after I click on a category: As you can see all sections are displayed. I don't think that really makes much sense. I would much rather see all subsections and not articles which are somewhere
Knowledge Base - difference between article view "List view" and "Quick navigation"
Hello, I would like to know what exactly is the difference between these two setting options. I have tried both settings and have not noticed a marked difference in the portal. Can anyone enlighten me on this? Thanks in advance! Regards, Sven
Italian Translation
Hi, there are several words that have not yet been translated. how can i help?
Validation rule for ticket owner and team
Hello, for us, tickets in certain statuses are only valid if the ticket has an assigned user AND a team. So my question is, how can I make sure that there are no tickets with status type open that do not have an assigned agent OR an assigned team? I was
Knowledge base permissions for agents
Hello, I haven't quite figured out what the agent access for the Desk Helpcenter portal is for. Agents can log in to Desk as usual and view, use, etc. everything in the familiar environment. Why should they use the portal? I just don't understand it.
Knowledge Base Permissions (Explanation / Best Practices)
Hello, I can set view permissions at the category level. Why do the rights inherit when I set public. If I set none, I can decide for the articles or for the sections how I want to have the rights there. I haven't quite understood the permissions concept
move a ticket from one department to another using the original ticket layout
Hello there, Is it possible to move a ticket from one department to another while still using the original ticket layout? We have several departments. Each department has a default layout + some customized layouts. If department A wants to transfer a
How to use Channel integration
I posted the question befire but I think this is different issue so I post this as a new question I'm following this guide https://www.zoho.com/desk/extensions/guide/ I want in use Channel integration feature with my API to create tickets. Is it correct
Ticket channel icon
Hi Zoho Desk Support, For the ticket channel icon, is there a way to customize them?
How to automatically update Account Name?
We are using an advanced web form for support requests. As part of that, we send 10,000 end users to our support page with a variable string in the URL that we then grab and parse into the webform which updates the fields: Logged in User ComputerID Dashboard
zoho desk
how Customers can view Tickets of same user in zoho desk ?
Change mail signature for all agents
Hi, how can I change the mail signature of all agents in our Zoho Desk instance. Is there central point to manage them or by using the API. Thanks in advance and BR
Change "Add Ticket" button text in help center Classic theme
Hello, Is it possible to change the text of the "Add Ticket" button in help center Classic? I would like to change the text to read "New Request". Thanks, Jamie
Error: SSL Invalid
I mapped my domains (.jp) on July 16. I have been waiting for 10 days but the domain status is still: SSL Invalid. I contacted Zoho Desk but no one answered me yet. I have used other CRMs. I can set it up by myself smoothly without any error. I'm a
Cookies lost or Forgotten Sessions
There seems to be some issue in Zoho Discussions/Zoho Forums implementation. Across browser sessions with persistent cookies every other Zoho product remembers the user sessions but Zoho Discussions and/or Zoho Forums seems to be forgetting the user and/or
How to move tickets between departments without changing the status?
Hello, I would like to know how I can manage to move several tickets at once to another department. Unfortunately, I cannot use the corresponding function intigrated in Desk, since the status is always reset, i.e. always set to "Open". The background
CRM Desk Sync Not Working
Hi My contacts and accounts dont sync. None of them have come from CRM to Desk. Ive bi direction CRM <-> Desk on but nothing the Desk. Could you please initiate bulk fetch and fix this glitch Thank you
How to hide department from Help Center
We have 2 departments on Desk. We want to allow users to view the tickets they've submitted within the Help Center, but only for one of these departments. How do we accomplish this?
Contacts with Multiple email addresses
Is it possible to create a contact/group in Desk with more than one email address in it?
Hide fields in Help Center in depending on the layout
Hello, I know that it is possible to configure the field permission for the Help Center. But this is global... We need to konfigure this depending on the layout or at least depending on the department. The agent should see field A all the time but, a
Need to change Product Details
Hey, in the Product Form, we get basic details like product code, manufacturer. How do I change them and add my custom values?
Zoho Desk Backend got Boxed
Hey, After I enabled by Custom Domain with Zoho, My backend got a bit boxed on left and right, it's cutting out element and I can't edit anything. How do I fix this weird issue?
How to know if a client open a e-mail send by Desk?
Hi, I wanna know if there some way to see if a client open the e-mail send by Desk, when i create a ticket or send a reply for him.
Ticket Category
Hey, Is there a way to create a ticket category, and support agents can filter them accordingly?
Reply to primary email
Hi, We are testing out a setup where a customer of us uses "ticketsystem@domain" to send the tickets from their ticketsystem to us and they want the replies at "support@domain" Our idea was to create 1 contact with: Primary email = "support@domain"
Zoho Desk Rotating Dashboards
I have a few dashboards that I setup via Zoho analytics embed URL's, I was hoping via full screen to be able to cycle through multiple dashboards, or an alternative fix would be to rotate through full screen reports/graphs. Anyone setup this up before?
Creating workflows based on the file name of attached files
Hello, we have a dedicated team taking care of tickets, wich have a specific file-type attached. I want to create a workflow to give those tickets to this dedicated team. Unfortunaly, I cant find a ruleset to create this kind of workflow. How do I implement
ModifiedTime missing from Zoho Desk Rest API ticket response
I am attempting to create an integration to Zoho Desk via the API to make ticket information available in our system. I am using the Zoho Desk Rest API documented here: https://desk.zoho.com/DeskAPIDocument#Introduction. In the section describing the
Drill down on Request ID in Reports
Hi there, Just wondering if there are any plans to extend the drill-down functionality within the Reports module. I have Request ID in my Report, but it doesn't link to the individual Request. Easy enough to just search for the ID in the search bar, but I think the drill-down would certainly add value. Since there is already drill-down functionality from Dashboard to Report, and Account name to Account view from within the Reports, I'm guessing it would not be too difficult? Is it in the Road Map?
Is there an option to edit a ticket to remove credentials?
My client sometimes sends me login credentials over emails. However, I wish not to keep their login information on Zoho Desk database permanently. While I was using WHMCS, it was easy to edit and delete a part of messages I received from clients, but
Zoho Desk email forwarding not working
Hi, my organization is about to purchase Zoho Desk. I have created a free account to test the settings before we purchase. I have created an email forwarding rule from an outlook email but they are not appearing in Zoho Desk. They are not in spam tickets
Auto Close - Blank Tickets
How can we implement this? We want to set up a workflow which closes the tickets where the email body is blank. Selecting Criteria as - Description is 'Empty' is not working.
KB -Broken Images
Hi Support Team, Requesting your assistance regarding on the issue that I recently encounter. When I try to compose an article I'd notice that the images I uploaded is broken. I tried using the URL - as you can see the wings. -it's working.
Next Page