iFrame code in knowledgebase articles
Yesterday while working on a knowledgebase article I attempted to insert an article from our user guide so that I wouldn't have to recreate the content and then have two places to keep it updated. It would be super helpful if you would allow the use of iframes in knowledgebase articles - we have a separate user guide that houses a lot of the same content and for obvious reasons, being able to show the same content in a knowledge base article would be super helpful. Thank you for your consideration!
Domain Mapping
Hi I'm new to ZOHO Desk and trying to map domain to my company's domain. I have completed the pre-requisite configuration on my DNS and added a CNAME record and pointed it to the one mentioned in ZOHO's documentation. When I try to add it into my ZOHO Desk configuration it never moves to the step # 2 and shows following message "Make sure you've mapped the CNAME entry and linked it to desk.cs.zohohost.eu on your domain hosting site." It has already been round 24 hours since I made the change on
Getting the ID of a team from its name
Hi, Is it possible, in a Deluge function, to have access to the ID number and detailed information of a team based on its name, in the same way that the searchRecords method already makes it possible for other modules ?
Images are showing on preview but not loading on KB site
Images are showing on the preview and edit mode for the KB but if any user go to the support site the KB articles does not load images, just show the links. Links are to a external site, but they are all working. Images are not hosted on Zoho Desk.
Created an Article in Zoho desk KB but , Permalink is not available for the same
I created an Article in Zoho desk's KB but , It has no option of Permalink to share with the client.
What is the limit of pick list custom fields?
I'm trying to upload a number of values on a custom pick list field I made, and past 1194 records, it gives me an "unable to " process your request" error. What's the current limit and can it be modified? I have around 2360 records I need to put in there. If it's not possible, can you give me a work around? Thank you.
Sending Response to caller in form of SMS rather than E-mail.
Hi Zoho, I have created several dependencies in my ticket layout i.e selecting a option from drop-down automatically fills other drop down column. I want that on basis of a particular drop down column when I response on ticket a KB Solution article link get delivered to the caller's mobile phone in form of SMS. Is it possible through Zoho?? EX:- Problem reported was Keypad not working and once I select the problem in ticket layout and click enter an SMS with the solution to that particular problem
Want to setup a notification for agent when the ticket due time is 2 hrs
Hi, I want to setup a notification for Agents when the due time reaches 2 Hrs. I meant if the ticket's due time is 03:00 PM then both Superviser and agent receives an alert at 01:00 PM for the same that , due time is near resolve the issue ASAP.
Notification Time
When the ticket have 3 days notify the supervisor of the person that open the ticket?
Remote Authentication to Office 365 for End Users in Zoho Desk
Hi all, i have successfuly set up Office 365 for agents and set up my support page with a CNAME in my DNS registrar (https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain) Now, i'd like my end-users to log in with their "email" account (hosted in Office 365 with AAD) but i'm not able to find any hint on how to do or even if it is at least doable. i've followed this procedure below but got stuck pretty quickly... https://help.zoho.com/portal/kb/articles/setting-up-remote-authentication
Knowledgebase - Can we force the top 5 articles shown under a category?
I'm looking at migrating our KB over to Zoho. I can re-order categories, and I can re-order the articles within each category. However, on the main KB page, users see the categories with the latest 5 articles shown under each. Is there a way to override this and show 5 specific articles under a category? For example, one category is a User Guide, I'd like to have the top 5 articles be the first five articles of the user guide (instead of the last articles that I updated). Thanks Dave
Do not assign ticket number based on an email address
I have a SPAM report from my mail provider that comes each day to our support address. When it is received it automatically creates a ticket. Is there a way to specify that if an email comes from xxxxxx@domain.com do not create a ticket, just disregard or delete? I get one each day and creates 30 additional unnecessary tickets each month. Thank you, Mark
Easily send your Cx Egnyte documents from Zoho Desk
When you receive a support query from your customers, you might have to send them help docs or an on-demand video to educate them in the most comprehensive manner. If you’re using Egnyte—a cloud-based document management tool—to store and organize your documents, things just got easier for you. You can now send documents from Egnyte to a customer from inside Zoho Desk itself without shifting between tabs and windows. Installing the Egnyte extension for Zoho Desk can help you ease your support operations
Create tickets in Bulk
Hello, It is possible to create tickets in bulk? For us is required for proactive tasks like follow up and actions with many customers. I tried with import csv or excel but a lot of tickets and accounts has been duplicate after import . Maybe exist another smart way to create tickets in bulk and assign them to agents with round-robin. Thanks a lot.
Desk Comments in Contacts
In Zoho Desk, you can go to a Contact and add a comment for that Contact. It would be helpful if that comment would show up under the Contact and Account Overview. Otherwise, you don't see the comments unless you are looking for them. This would be similar to how when you add a Note to a Contact in CRM, that note will show up in the Account notes.
Issue importing contacts
Hello. I started today to try the app in order to decide which shall we use on our little company. The first thing i tried to do, was import contacts from our CRM (very old version of vtiger crm). From our crm got a csv to import in Zoho desk. I do the complete process, and when contacts are added, the Name field shows a big number (411555000000121033) instead of the actual name. Tried 3 times. Deleting all contacts and loading a file with test contacts to try. Nothing happens. Always the same result.
Email multiple end-users on status change?
Hi all, I work for a company that is looking for a better way to streamline some common issues here at the office. We provide products and services to locations, which in turn provide our service to multiple end-users. We have it set up so that a customer's account is assigned to whatever location they're at. Occasionally, our system at a location might go down, and we get a lot of repeated support requests from the same people asking if the system is up yet. We would like to be able to flag these
Time Log Report by Date
How do I make a report to show me time entries on tickets from ZohoDesk for a given period of time? For example, I need to know how much time was spent per user per day on tickets.
How to embed a KB in a site on another domain
I want to embed a sub category of my KB (https://helpdesk.ontwerpfabriek.com) in a second site. Linking directly to answers using a Lightbox-popup (iframe). The 'X-Frame-Options: SAMEORIGIN' header is preventing this. Is there a way to modify the Content Security Policy Policy header? Or another solution? ASAP doesn't suffice because it's KB starts with the top most category. And I don't think deep linking to an KB article in ASAP is possible. Or is it?
Domain mapping / Rebranding gone wrong
Hi, we tried to rebrand our Zoho Desk application and unfortunately, the instructions are not much clear on how to setup things on cpanel side. after completing domain mapping, zoho desk is not launching. Can you please rest the domain for us? original link is https://desk.zoho.com/portal/dmssvhce/ new link is https://svhce.org.in/support/dmssvhce/ now both of them are not working. also, can you plaese send exact instructions we need implement on cpannel side? Regards, Sharma
Closed tickets re-populating
Hello I work for Gale Nurse Staffing and we use Zoho for our payroll, IT, and feedback ticketing systems. We have an ongoing issue with our payroll and feedback tickets re-populating. Payroll inquiry tickets that have been responded to and closed, are popping up again as if they weren't. Our payroll and feedback reps are seeing the same tickets repeatedly sometimes almost hours later that they already replied to and closed out. We have confirmed with our customers that they are not repeatedly sending
Importing data from Zoho to Solarwinds Web Help Desk
I need to know how to extract our information from Zoho Help Desk so I can import it in to Solarwinds Web Help Desk. Does anyone have experience with this or may be able to provide some direction? Thanks in advance.
Import "solutions" in bulk for Zoho Support?
Hi, We're migrating to Z Support from another system, and we have a CSV/Excel file with all our frequently asked questions ("solutions" in ZS). There must be a way to import all of these at once, right? There are hundreds, and I dread entering them individually.
How do I import tickets which are currently at JitBit helpdesk into Zoha?
We have to import all our tickets from JitBit helpdesk into Zoha; currently all of our tickets are segragated under differnt categories as well as they all are having chatting and comment posted by clients as well as by developers. They also are updated with status as the ticket progressed. Is there a solution for this such that we can import all our tickets which are currently at JitBit helpdesk into Zoha, along with entire ticket thread as well as current ticket status? Will there be any specific
Zoho Desk not creaticg tickets from emails
I've tried sending emails direct to the zohodek.eu email I created and to my own email address which is set to forward to the zoho emails, but tickets are not getting created. I'm sure I'm missing something obvious.
Emails not going to Clients - Zoho Desk
Hi, We are using Zoho Desk to provide support from our department to all company staff. We have configured our email in Zoho for sending notifications to all clients for ticket creation, closing, or any other replies etc. it was working fine but from last few days, our clients are not receiving any emails form our Zoho Desk. We need urgent support on this issue.
Number of Zoho tickets
I would like to know how i can get the number of Zoho tickets available
Send ticket notification to more than one contact
We are creating tickets and the contact receives a customized notification we already configued, we want to send this notifications to more than one contact. We tried adding secondary email field on the ticket and also adding another email field on the contact but none is working. Does anyone knows how this is possible?
Local links in knowledge base article
Is it possible to include local links in a knowledge base article? We have some longer pages with different paragraphs that we would like to link to from the top of an article page. We have tried some ID's in HTML but is does not work correctly on portal. Ideas are welcome!?
Knowledge Base Categories
It would be really useful if you could add an article to multiple categories within the knowledge base. Is this something you would consider adding?
Zoho Desk creates duplicate tickets occasionally.
When users email our support email address, Zoho Desk sometimes creates a duplicate ticket for the email. For instance, this morning we had 12 tickets opened and 5 were duplicates. This doesn't happen for all users and seems completely random. We run a very busy IT help desk. In the 8 days that we have been running Zoho Desk, we have accumulated over 300 tickets. Any help with this would be greatly appreciated. Thank you.
Blueprint - Perform transition by customer
Hi there, I couldn't find anything on this topic so far. Is there any chance that customers, using the web portal (Help Desk) can do more then 'comment' and 'reply'? I would like customers to accept my 'Resolution' and therefore would like to assign the transition 'Accept'. Is there any possibility that customers in the web portal are able to see and use transitions? Many thanks for your help. Regards, Stefan
ASAP add-on authenticate as system
We try to use the ASAP add-on in our (multi tenant) web application. Our Zoho Help Center is configured as 'Customers must register to access Help Center', and that means that the ASAP add-on can not access the Knowledge Base. I registered our application at the Zoho Developer Console and received a client id. Is it possible to authenticate as system-to-system in the ASAP add-on with this client id only, without passing user tokens? Our application user tokens are provided by different active directories
Forum Search
is it me, or is there no way to do a search inside a forum sub-folder in here? Shouldn't there be an "area you are in" search in addition to the Community Search? I find, I often just want to search for something related to one particular Zoho Product I am using, but it pulls me out of that particular forum, and gives me results Zoho wide. Take a look at diagram attached below. The red area searches COMMUNITY POSTS, forum wide. IMHO there should be a "area based" search which searches where you are
insufficient privileges to change Setup Items
hi i tried to change settings in ZOHO Desk setup. The menu shows consequentely (nearly all menu items) "insufficient privileges to perform this operation" i am the only user currently - and i am the Admin (i thought) can you tell me where to change this kind regards Lambert
Send a ticket to all the contacts of the same account
Hi! Some tickets I publish are useful to all the contacts of the same account. I´ve already created a checkbox field when the ticket must send a notification to all the contacts of the same account. The problem is that I don´t know how to code using the custom function. Someone could help or any other option I might use?
Cannot reply
Hello, I'm currently trying Zoho Desk, but I can't reply to any ticket. When clicking on the "Reply All" arrow button, nothing happens. Here is a screenshot of what happens in the console. I tried on Brave Firefox Chrome For linux. Thanks for your help
Zoho Blueprint - Ability to Edit Tasks
Hello, It would be very nice to be able to edit existing tasks in blueprint transitions when modifying a blueprint design. Currently if I want to change something about a task, I have to delete it from the transition and create a new task. The same is true when setting up alerts in a transition. Thanks, Melissa B.
Time / Duration missing from timesheet reports
I have created a new report, both as a ticket report with time as related, and also tried making the time the primary entity, While it does show me a column for "Total Time Spent" (Total time on ticket) there is no columns available for Hours, Minutes, Seconds, Duration or anything else on the time-sheet entry that i can use, the total time summarises for the entire ticket, i need to know the time against each time-sheet entry I have gone into the time-sheet layout and ensured that the hours & minutes
Overdue Ticket Notification
Is there a way to setup a notification for a manager when a ticket goes into Overdue status?
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