Replied to ticket email and Zoho created a private comment.
I had a ticket today where a client added a new ticket to their custom helpdesk portal. I received the notification and replied from my email. The email address I replied from is the same as my agent email. When I checked the portal later when I got back
Attachment limit
Hi Zoho Desk Team, Is there a limit on how many attachment can a user add to a ticket? Also, where does the attachment go? in terms of data security, is it stored in cloud or something like your database?
Additional Fonts for Help Center - Segoe UI
Please add Segoe UI was available as a font for the help center.
difference between a customer, contact, user and an end-user ?
Hello, What the difference between a customer, contact, user and end-user ? these 4 terminology are used in different parts, but are they the same meaning or different ? Can someone give them a clear definition for each of them ? Cheers / Olivier
Help Center in a Iframe
Hi guys, I've been trying to embed the Help Center in a iframe but I get X-FRAME-OPTIONS error becase the web with the iframe is in a different origin (domain). I wonder if there is anyway to avoid that problem. Maybe if I map the domain in Zoho Desk (https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain) could this problem disappear? Thanks in advance, Regards
How can i integrate Zoho desk with Microsoft Power BI?
I saw that in Microsoft power bi there is connector to 'Zoho connector', can i use it to connect my Zoho desk? I need to fetch data from my zoho desk to Microsoft power bi and with the refresh token its complicate to do that, how can i get it done?
Ticket Creation - Can I remove the 'Attach a File'?
Can I remove this field 'Attach a file' in the Help Center? Best, Lizz
Multi-branding multiple department on 1 help center
Hi Team! When multi-branding is enabled, is it possible to have multiple departments in one help center? Ex. We have Department 1 and Department 2 We want to have multiple departments in Department 2 Help center
Social integration
Hi Team, Just want to ask about social media integration, when the facebook account is a super admin. And we successfully integrated the facebook, but after the integration the facebook account has been demoted to moderator. Will it affect the integration?
JIRA and Zoho Desk
Hi, I recently installed JIRA extension in our Zoho Desk dashboard, the integration is alreadfy configured. However I've noticed (or found information) only about submitting tickets from Zoho and convert them to JIRA issues or integrate them into JIRA
Routing calls to Mobile
Hi team, We need a way to route after-hours support calls to one or more agent's mobile phones or at least alert them to respond ASAP. Is there a way we can route Twillio or any other VoIP service to a Mobile phone depending on the time called? We still
Dynamic Ticket Forms
Is it possible to create dynamic ticket forms? The ticket form would have a dropdown that has the following choices: Shipping Questions, Returns, Sales Questions. If a customer selects Shipping Questions the ticket form would have a field that says
Help Center Portal - Access logs
Hi Zoho Desk Support, Is there log history of who accessed the help center portal? i.e who logged in
Best way to implement multi-level SLAs
Hi, I find the blueprint feature very useful, and it is great to be able to apply state-level SLAs. However, in a multi-level SLAs, what is the best approach to best track them? Say I have an SLA on a state, but that SLA is different depending on the
Multi-Layout (Beta) release
Creating a layout for customer support teams that share several processes under one common department is a challenge. First thing that comes into the agent's mind is the number of fields that are irrelevant to ones process. This challenge also extends
TLS version in From email address configuration
Hi, When I setup from email address and choice to use SMTP. Which version of TLS is used at the backend? Thanks. Darius
Desk API requests in python
Could someone give me an example of how to structure an desk API call for all client happiness data in python? I've authenticated successfully using self client, just not sure how to structure the request and the documentation example doesn't really make
Zoho Desk & Facebook Integraton
The current "channel" integration is useless because it only integrates with Facebook personal pages, instead of business pages. If your business is only using a person page on Facebook, you will have a bunch of other non-ideal consequences. There is
Can't attach multiple files to Zapier-created ticket (GravityForms - Zapier integration)
I have a web-form on my WordPress website (Gravity Forms), and I have successfully managed to create a chain of zaps that does the following on form submission: 1. find or create a contact from the email address in the form, 2. take contactId from 1 and
Zoho Desk SLow
Zoho desk is very very slow, I can't work like that and I think no body can!
Creating a Browser alert for new tickets
I cannot figure out how to create a broswer alert when new tickets are created that do not have a ticket owner.
Requirements - Need Urgent Attention
Can the ticket subject in Help Center portal have the same view from Zoho Desk portal? Please see attached files for reference. Example: based on the attached images, the Ticket number in IT OPS Ticket Zoho Desk comes before the Subject but the Ticket
Round Robin For Phone
how can i make round robin for channel phone ? we have integration with twillio. I want when the phone status is offline, the agent cannot receive incoming calls. can you help me? because if I look at the round robin on zohodesk it only applies to e
Setting up an internal helpdesk
Hi, I want to use Zoho desk multi-branding to provide an internal help center for staff. I want my agents to be able to login to the help center, view KB articles ("how to use the office printer" for example) and add tickets (internal IT support tickets for example). The help center must be private and therefore require registration to access. Agents will also of course be logging into the main helpdesk to process tickets from external customers. The help center will be hosted on a mapped domain,
API Endpoint
Hi, How do you create my API end point? I want to look at Zoho Desk Tickets. So far I have created a token with the scope desk.read. I have my org ID. I am getting 401 error and sometimes 422 error. I believe both have to do with the auth code. Is there
Automatically chase pending tickets
Hello, How do you automatically chase pending tickets i.e.: tickets where we are waiting for the customer response? I know I'll probably have to create a few workflows / custom functions, but I'm wondering whether anyone has any tips for this. My use
Email notification blocked if simultaneously?
Hi Zoho Desk Team, Is Zoho not sending email if it is simultaneously sent? i.e sending email notification to the same requestor 10 times in less than 1 hour. I have experience this not sending the notification after 10 emails
How can I do custom coding or change templates of KB page?
I'm using KB for a long time. But I don't think my customer are finding is effective as it hard to find the right solutions. So, I want to change the template or UI design of my KB page. How can I do that? Can I do custom coding on that page or use different
Social share for Knowledge Base articles
Is there any chance the social share links are going to get improved anytime soon? When you share the links in facebook they are not returning any data in the preview. They take you to the article, but they do not populate anything attractive for social engagement. We would rather turn off social sharing. See the image
unable to change ticket assignment
I have a ticket that I would like to change the assignment on. Everytime I try to change it, the change is not saved and it reverts back to the original assignee. I have tried changing it in the ticket list and in the ticket itself. This is not the only
Changing the account associated to the ticket
Hi, Is there any way do not associate a account with an email address of the sender? Very often in organization, some (non-helpdesk team) colleagues forward our clients' request to our helpdesk team. E.g. Key Account Manager forwards an email he received
Default to the correct Category and Subcategory on first login
When I log in to a Zoho forum, and I create a new topic, the Category and Sub Category defaults to the wrong category (it defaults to Zoho One >> Tips ). As far as I can see, this happens only on the first login, and not after you have accessed a few
Desktop/browser notification on new Tickets
i am trying to figure out how to setup the system so i can get a browser notification each time a new ticket is created in our system. (ie status is open & ticket owner is empty). i see these two threads https://help.zoho.com/portal/en/community/topic/one-hour-notification-for-new-tickets
Social integration issue
Hi Zoho Desk Support, I am having a problem during my integration with facebook and Instagram, During selection of page once Done button is clicked, system will delete the page instead of integrating it. Also screens that keeps on showing and not loading.
Email sent limit
Hi Zoho Desk team, is there a max count of email sent (per day, hour etc) for zoho desk?
Removing terminated agents from the main help desk email
We have one main email that is sent to Zoho Desk, which then is relayed to agents' emails. IT was not set up by myself, so I do not know how it was done. However, three of those agents are no longer with the company, and even though they were removed
Is there any way I can see all emails sent?
We would like to see all emails sent using ZOHO desk (similar to regular email client). Is there any way to do it? Best, Jerzy
My list of questions please answer
Hi Zoho Desk Team, Good day! Please answer the ff. queries 1. Does the system supports multi-factor authentication and other supporting mechanisms, such as banned password lists, detection of password guessing attacks, enforcing password change (for first
Feature request : profile permissions for views
Hello, Following up on this request from multiple clients, we submit to you this feature requests. The current permissions do not handle view permissions. This means that any agent can edit and delete any custom view to which he has access. This should
Switch Blueprint on Existing Ticket
We have several blueprints that get applied to a ticket based on the Category. Sometimes, the wrong category will be selected resulting in the wrong blueprint being applied. Sometimes this isn't noticed until the blueprint has gone through a few transitions.
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