MS Teams App
Hi, is it possible to get a notification in the MS Teams App, when an new ticket is created in zoho Desk? It seems as if it is just a visualization of a ticket view in MS Teams. We'd need the red dot, when a new ticket is created.
Not able to reach the help center
Hi there, Our customers can't reach our help center and get to see an error: https://support.spend.cloud/portal/nl/home How can we fix this?
Creating a ticket without automated email to Contact [checkbox?]
In some cases when creating tickets it is not necessary to automatically send an email to the contact. Especially when creating tickets for documentational purposes. A simple checkbox for something like "create ticket without automated email" would be a huge QoL improvement. Thanks.
Want to use my support portal jparmodernrealestate.zohodesk.com within iFrame
I'm trying to frame in my support portal within an iFrame but am getting an "X-Frame-Options" error. When I was reading this article, it appeared that I would need to contact Zoho support to whitelist my site to allow for this. The site I'm trying to
KB Dashboard - Keyword search success ratio
How is the "Keyword search success ratio" calculated? Any additional information is also helpful. Regards, Fernando
DKIM security concern
I have just implemented DKIM in my environment. When I did this my email system started flagging all the messages from Zoho Desk as spam. I added the zoho SPF and DKIM settings to my records but now I'm concerned that this is a security risk because
Categories-Automated Responses to tickets
Hello, I would like to create categories based on the content of an incoming ticket from a client. After assigning the existing ticket in a category, i want automated email reply as a respond to the client. How can i set up this procedures?
auto assign
Hello, How can I auto assign ticket depending on who receive the email? I have 4 emails that redirect the emails to zoho desk. If the person that received the email is "bob@hotmail.com", I want to assign the ticket to someone. To address and email dont
BCC from desk to crm
I want to automatically forward all replies sent in zoho desk to zoho crm via the BCC address that I have generated in CRM
Customers can view Tickets of other users in their account Setting
Is it possible to enable this, but default it to off when contacts are associated with an account? We don't want all users to have this access by default so it's extra work to have to uncheck this for every user.
The image URL from Ticket API response is wrong
I attached a image when replying to a ticket on Zoho Desk. And the image URL that I got by inspect that image is image URL. But when I try to get that image URL by using "GET /api/v1/tickets/{ticket_id}/threads/{thread_id}", the URL I got is: https://desk.zoho.com/api/v1/threads/602128000001041131/inlineImages/edbsnb6e73af32a96c8276baef2cfab2e75aba2e8e4ec0c3cc97af961d8b596f17a305f07461bd45562191b6f936e0ca8394eda32ccae832833b938f6eea96a341ba47773348c8ddb0f2139359c3c3c39cd32?et=17dadeeac68&ha=ae044241b921f21304110139d38c2801b7a017624cebe792ab1d1ce3d6b0547f&f=1.png.
API error
Please can someone tell me what I'm doing wrong here? I have created a "Self Client" app in the API console (the EU one as that's where our accounts are). I have copied the client ID and client secret. I have then generated a code, for scopes Desk.search.READ
SLA Response Escalation
I have Zoho Desk Enterprise. Why do I only have two escalation levels for Response Escalations. Per the KB, it says I have 20 escalations per department. For Response, I'm only seeing 4. Thank you.
Print Button in KB article
Hi, I'm currenly using the Beta version of KB, so i'm not sure if my question is valid in the standard KB module but I'm looking for a way to print Article from Agent interface. A button exists and works fine from portal, but a cannot find similar in
Merge more than 3 records at once
Hello Zoho Team, There have been a lot of times that I and some users need to merge more than just 3 tickets, many of this times is related to automatic notifications and batch issues who came by different contacts or users with same problem. So we wonder if this feature will be available in a near future? Thank you.
Agents Availability
Hi, We need to measure the availability of the agents in Zoho Desk of somehow during the period of work coverage (9 AM - 18 PM). Is it possible to measure it and get a report? Thanks again.
Custom List Mode
Is it possible to configure the List mode so it splits tickets up into columns similar to the "kanban" countdown and status views? If this isn't an option, is there any mode that would allow a user to do this and specify which users can be viewed in that
WhatsApp for Zoho Desk is now open for beta access!
Greetings from Zoho Desk! We are thrilled to announce that WhatsApp for Zoho Desk, powered by Twilio, is now available for beta access. Multichannel customer service doesn't completely serve its purpose until you support customers in channels that are most convenient to them. It makes the customer's life easier when getting an issue resolved is as simple and quick as talking to a friend. With over two billion users worldwide, WhatsApp is the most popular chat application around the world. This
Converting email body as Ticket Description
Good Day We are currently creating tickets from EMAIL and exploring workflow option for handling tickets automatically. One of our use case is to check a unique content from the body of an email and update the status of the created ticket for which we
ZOHO Desk doesn't work
We cant login to any account. The screen below.
Add posibility to select format for currency, decimal and integer fields
Right now it is not possible to select the format of currency, decimal and integer fields. For example, different clients prefer to use "." or "," special characters to separate thousands or decimals. A few examples which could be useful are: 1.234.567,89
notificatioin mail on receiving new ticket in different languages
hi community. I am setting up mail notifications for a global support team. We have customers all over the globe and I would like to have the mail templates sent in different languages, depending on the language chosen in the ticket. Is there any way
Using Same Custom Field in Multiple Departments
We have a custom field of type "Pick List" with over 50 options in it. We want this same list to be available for more than one department. In the other departments, none of the values we have setup for this field exist though. So my question is: Is there
Ticket Field Permissions
Hi, I seem to have found an issue/oversight with field permissions for tickets. It seems you cannot have different permissions for the same fields across different layouts/departments. My specific use-case is we have a department for our internal staff
Dead link to the slave merged ticket
Hi Zoho When we merge tickets we lose the possibility to access tickets that were merged as slave. Please associate the slave URLs to the corresponding masters. Regards, Andrey
Ticket information add address in contact header
Hi Zoho Desk Team, Is there a way or is it possible to add the contact or the accounts name's address / country in the ticket information?
Using the API to write/read data to a Custom field collection
We when create our tickets, we are selecting from a dropdown list of values. We would like to using the API add more values to the list so they can be selected. For example this is the ticket data. from https://desk.zoho.com/api/v1/tickets/394 .....
CRM Related List - How to View in Desk
I have the Desk / CRM integration enabled. It seems to work fairly well, with agents able to pull up basic CRM info from Desk. However, one of the key pieces of information that would be helpful for agents - what product(s) the customer bought and when
Duplicate tickets in Zoho Desk
Hello, We have always a dupicate message when a customer answers to a ticket. I don't know where to set up this
Need to search keywords in comments
Hello Team, I need to search keywords (or more specifically a number) in a comment but actually it is not possible. For example when I search a "case number" like "123456789" in a comment it does not find ... Is there an option to activate ? Thanks
Zoho Desk cant access
Hi Zoho Desk Team, Facing this issue when accessing the url desk.zoho.com Asking for your advise Thank you!
Feature Request on Ticket Number Ticket
It would be nice if the ticket number in a ticket near the subject line was a hyperlink to the ticket. This would allow us to easily copy the ticket number and subject and share it with a clickable hyperlink (since the URL doesn't actually display the
Permissions Management for Required Fields
I want to be able to allow some users to edit some fields on accounts or contacts, but not other fields. It seems I am unable to set reader permission on the Account Name field and as a result the end users will need to be read only because we cannot
Public Dashboard Question
When accessing Reports > Dashboards there is a grouping called public dashboards. I don't see any documentation on what this means. Can you please let me know what public dashboards mean?
Invalid API Key
More than 1/2 our user base has not been able to get into our ZOHO desk app today. This morning out of nowhere users are getting the following error: {"result":"failure","cause":"Invalid APIKey"} I already put a ticket in this morning at around 8:30-9:00 and have not had a response, ETA, or any other type of information. What is the cause of this error? Nothing has changed on our end and it was working fine the previous day.
Email to all contacts, e.g. notification about downtime
Is it possible to write an email to all contacts which are signed up to the help center for example to notify my customers about a maintenance or downtime or change? Regards
Zohodesk Advanced Web Form redirection problem
Hi, I am encountering web form redirection error. Once user submits the form, the form will then create a ticket but do not redirect on the same web form. as the instruction specified, if we want to redirect on the same form, we should input asterisk
Make a read only version of KB permalink available without a login
Is it possible to publish a permalink on a Read-Only mode to users without a login. Anyone wanting to engage (Comment / Like) on the link needs to login, but for users, who are outside and need it for a handy reference, is it possible to view the link
Making Attachment mandatory when sending a ticket
Hi guys! Is it possible to set the Attachment as mandatory when creating a new ticket? Or even making it mandatory conditionally would be the ideal, as in "If this field is "xxxx", then an attachment is mandatory". I found this for all other fields and it works great, but I couldn't find the option for the attachment. Thanks!
Hiding a ticket from account
Hello, We are looking for best practices around making a ticket "internal". Our customers are able to view all tickets associated with their account via the help center. However, we have multiple scenarios for tickets that need to be aligned with the account, but "hidden" from contacts within the account. I noticed an idea to use another department and make it private, but that requires a bit of administration overhead, especially around reporting and ticket movement. Ideally a checkbox indicating
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