Zoho Desk embedding screencast video
I have an account with TechSmith Camtasia and their screencast.com system, it allows a method of hosting videos similar to YouTube but without advertising etc I am trying to add a html embedded video from my screencast.com account to my Desk - KB articles unfortunately at present i am stumped on my first article it lets me add but seems to strip out the video aspects on save help please Below is what i paste <!-- copy and paste. Modify height and width if desired. --><iframe class="tscplayer_inline
My ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@kimbodev.zohosupport.com from a test client account no ticket is created. Help appreciated.
Spam Filter
We have removed the spam filter, but emails are still going to the spam folder.
Blueprint transition owner added - but not allowed to execute transition
We've been working with Blueprint for some time now. Due to a change in staff, I've added a new agent as transition owner to several existing Blueprint transitions. However, the newly added colleague still can't see the transition options in the existing tickets. If we open the flowchart, his name doesn't show either. Will he only be able to transition the tickets that have been raised AFTER the Blueprint change? In my opition, that would defeat the purpose of allowing changes to the Blueprint permissions
Different background colors for each email
We have tickets in our desk containing over 10 email messages. (back and forth, from and too customers) It would be helpful if there is some background color change to see if it was an inbound or outbound message. Is this possible in the current version? Or is there another way we can easier differentiate (just by looking at it) to see if it's a customer response, or a response from us to the customer? (everything has a white background now) thx in advance Regards Marco van Vliet Active Ants BV
Changing the language of the portal
Hi, we need to deliver support in 8 different languages. Whilst I can change the language of the support portal. The menu's still remain in English? Anyone who can guide me towards the setting of that?
Zoho Desk is deprecating support for Internet Explorer
Hello! In with the new and out with the old, right? In that vein, Zoho Desk will be discontinuing support for all versions of Internet Explorer. But worry not, Microsoft users. We still support the three latest versions of Microsoft Edge. Here's why this is happening. Internet Explorer is rather obsolete and is unable to handle a lot of our features. In fact, Microsoft themselves currently support only the latest version of the browser. This essentially means that issues—even security glitches—within
How to disable some products?
Hello, We have an extensive list of products in Zoho desk and many of them are already deprecated and we would like to deactivate them. I have seen that there is no option and I would like to know if there is any provision to enable that feature. Thanks a lot
Downgrade to Free Version w/o wait for trial expiration
Please, help to downgrade to the free version of Zoho Desk. Thanks
Sorting Departments in Knowledge Base
FYI, we had our departments custom ordered in the KB so our most important one shows first. I've been adding KB articles and notices the departments were not in the correct order. I changed the order of one department, refreshed our customer portal and they all went to the correct order.
Different email notifications to different users based on email address
Hi, I am on the Zoho Standard plan. How can I create rules that will allow me to select 2 different email templates for the notification rule called: "Acknowledge contact on receiving a new ticket" based on the contact's email domain?
KnowledgeBase - See Article Views for week/month/year/custom
Hello. I've started looking into the metrics around our KB articles. Is it possible to see what articles were viewed over a specific time-frame (week, month, year or custom)? Like you can do with Failed searches, keywords etc The numbers in 'Trending Articles' or 'Article Effectiveness' don't change when I alter the the time frame; I assume they show all-time views? Is this a bug? Thanks Dave
Error Opening Attachments
My originzation is receiving this error message when trying to open all attachments in Zoho Desk. Oops, something went wrong while opening this attachment. Please wait a minute or two and try again.
Restricting agents from editing customer issue description
I'm creating a ticket automatically in desk through an api where i m capturing the issue description also when the agent logs in he can edit this description is there any way i can restrict the agent to so?
Pas d'envoie de mail
Bonjour, Lorsque j'ajoute un client en tant que utilisateur final, le client ne reçoit pas de mail (pas en spam) idem sur l'acier ré-inviter Le problème est depuis le début et je ne peux pas déployer mon helpdesk . c'est URGENT Merci de votre aide
Allow a start date for a KB
The KB articles have the ability to have an expire date. It would be very helpful to have a way to keep the current KB but have an unpublished version with a start date. At that time, that would become the main article and the previous would be in the version history. Many times we need people to modify a KB and get it ready for a release date but until that time we would want the old KB to still show. Right now you have to add to your calendar to remember to publish your draft.
ASAP Extension problem with tooltips for node vue Quasar web app
We have an application coded with Vue Quasar Framework that we are trying to make the Zoho ASAP extension work so we can display tooltips to users. We have added JS code and we have created the tooltips, but in order for user to hover or click them, the user needs to refresh each page they visit once before tooltips start to work. The app is an SPA app. Has anyone run into this issue before?
Data value in helpcenter
How to check if someone has entered a number here: and display a message that the field cannot contain numbers.
How do we turn off the auto creation of a ticket when a chat is initiated?
Just yesterday (a busy day, but not super unusual for us) we handled about 800 chats as a team. All of those chats were automatically converted to tickets, so at the end of an exhausting day, we all had to go back in and close those tickets. This is true every day. That added work at the end of the day seems unnecessary. Not to mention, it's possible we missed some legitimate ticket creation through other channels because we were just closing these chat tickets in rapid fashion. What we would
Some missing features for knowledgebase portal
We are using Zoho One for almost a year. Still, we couldn't finish exploring all the features of Zoho yet but we are discovering interesting stuff lately but daily. Almost 4 months we decided to use Zoho Desk help center A.K.A Knowledgebase to build a strong documentation portal for our services to our loyal clients to avoid repeated questions and problems that overwhelmed our support team. I love it. Although, some important features are still needs to be available by Zoho Desk for it's public help
'Comment' tab in ticket not availlable for all
Dear support can you please help me figure out how I can add the tab 'Comment' to the departments? I'm not sure if this depends from dept or agent or what, but I've a situation in which 1 out of 5 dept can use comment to collaborate with customers and the others not. I would like to extend the comment functionality to everybody. Thanks for your help BR Diana
Problems when forwarding from external email adress
Hi! I've tried to configure a soloution with an external email adress that forwards it to support.company.zohodesk.com. The forwarding works but gives some problems. When Customer sends an email to my external adress help@company.com it forwards it to support.company.zohodesk.com and creates a ticket. Good! When the ticket creates I want the automation to send the automatic reply "Your ticket has been created" to my customer. The reply sends but goes only to help@company.com. How can I send it to
Stuck in Video Playback in Desk Article
When I click on a video I embedded in a Desk article it opens in a shadow box over the article and plays fine. However there is no way back to the article or to the Knowledge Base. There is no button to get out of the shadowbox overlay, and hitting back on the browser doesn't work either.
How many tickets have closed.
Greetings, I am in need of a report. I would like to know a way to find in (for example last weeks - months) OPEN tickets, how many of them were closed and how many of them have been put on hold. But I only want the tickets that came in last week. I don't want to see older tickets that were closed. Is there any way to do this?
Desk User Profile
We find a significant amount of disconnect and missing functionality in the User profile for our customers accessing Desk. I would like to propose some changes be made and would like to get the feedback of our community. 1. User profile layout ( aka 'My area' ) controlled and manipulated to suit business needs. ie. Add additional fields, allow some or all of the fields to be edited by the customer. Also, if we have them in Zoho CRM, then we should be able to pass some of that information to their
Getting around the reporting time limitations
Hello, How are folks getting around the restriction on reporting for data created within the last 366 days? We have data that is over a year old, including accounts that were created when migrating into Zoho. With the 366 day restriction, I'm no longer able to run account reports across all accounts due to the restriction. Although we have the ability to see previous FY and current FY, without running 2 reports and combining the data (thereby doubling effort) we are unable to see a complete picture
No longer can edit articles created by another agent s
Hi, I cant find why agents can no longer edit articles created by other user. Our admin said nothing has changed. When we clicked the edit icon nothing is happening no error message nothing, If it a permission issue, could you please tell where the admins can find it? Thanks all, Max
Transfer a ticket to another Zoho Desk account
Hello, I'm using Zoho One for 2 companies. In Zoho Desk, I need to automate a rule, but can't find how !! When a field has a certain value, I'd like the ticket to be transfered to my other Zoho Desk so I'll have important values like the name of the customer, email adress, and it will create a ticket in the transfered Desk Thanks for your help
Branding HTTPS giving not secure
When we setup rebranding and did a redirect it uses HTTPS and we get and SSL error. how do we fix this?
our customer can not get the invitation email for the self service portal
Hi, we have a professional account of zoho desk. I created a new ticket for my customer and normally he would receive one email "new ticket is created for you" and then another email "invitation for the zoho self service portal" at the first time. but he can only receive the ticket email, no invitation for the zoho self service portal. I tried to add him to the end user through my zoho account but after my operation he still can not receive any invitation. Could you please help me and check what
Can I use Zoho Desk to create 2 Knowledge bases, one in English and one in Arabic?
I don't see Arabic as a supported language
Receiving Meeting Invites
Hi, We occasionally receive meeting invites from our customers. Zoho desk creates a new case for these as expected however the body of the invite (containing meeting details such as join links, phone numbers and start times) is not copied in. In order to obtain these details, we must open the restricted mailbox manually and forward them as a standard email. If there any way Zoho can automatically pull these details in for us to save us having to resort to this manual process? Thanks Nabil
Create a Time Tracking Report
Can someone give the steps for creating a report that tracks agents time (hours/minutes) spent on tickets. Under the customize option, I can not find any fields for hours/minutes spent on a ticket.
Possibility for customers to select language at Self Service Portal
Hi, My company is dealing with customers from several different countries. Is it possible for the customers to choose in which language they want to Self Service portal to be displayed? If not, is that a feature that will come up any time in the near future? Kind regards, Bo Thygesen
Moving requests between Departments
Looking for solution to moving open request into other departments. Cheers, Wayne
Remove a mandatory ticket field from Help Center
Hi, How do I disable certain fields (pre-defined, not custom) from showing up in the Help Center? These are fields I've also set as mandatory during ticket creation and therefore cannot remove them from page layout, but I don't want them in the ticket submission form in Help Center. The option "Display field in the Help Center" only comes up on custom fields. IS there a way to have this on all fields? looking forward to your response. Thanks.
Add a description under a section
Is there anyway to add a description for a section ? https://help.zoho.com/portal/en/kb/articles/organizing-your-knowledge-base-content
Zoom for Zoho Desk
Zoom for Zoho Desk This Zoom integration enables agents to schedule instant Zoom meetings with customers from any Zoho Desk ticket. Integrating Zoom with Zoho Desk's UI improves agents' communication with the customer by making meetings and scheduling easier. Agents can use their Zoom login credentials and host concurrent Zoom meetings with customers in your Zoho Desk account. Marketplace extension link, explore the application and contact us for any help, help[at]oapps[dot]xyz Key Features : Zoom
how do I change the status text while tickets are in play?
Hi, I have a blueprint driven off statuses but the original status names I created don't describe the status correctly anymore. When I try and change the status text it says "there are things currently in that status"? But all I want to do is change the status text. How do I do this?
Search Multiple Tags at once?
Hi, Is it possible to search for more than one tag at once in Zoho Desk Knowledge Base? For example, you can see in the screenshot below i'm in the Tags search screen. You can currently either click on one of the popular tags below the search box or you can type it in the search box. As far as i can see, you can only search for one tag at a time. We'd like to search multiple tags at once to narrow down the search. So in the image below, the first two popular tags listed are 'zoho' and 'ptp'. I'd
Next Page