Assign SLA to multiple accounts at the same time.
Is there a way to assign an SLA to multiple accounts at one time? We have many customers that have multiple locations we support. We track support by each location (Account). Some have 50 or more locations and it is very tedious to open each account
Anyone else having issues with receiving tickets via the Email channel?
I haven't been able to receive tickets via email for 2hours now. Zoho support have acknowledged the issue. Anyone else?
Tickets linked to a Support Department not showing in CRM
Hello, Our organization has six different departments and tickets related to CRM clients are integrated to show in the CRM display of Zoho Support tickets The tickets assigned to Accounts are not showing in the CRM Refer screenshots from Support and
How can I see in a Kb report the date of a published article?
I am looking for the criteria "Published Date" in the Kb reports. I need to know when an article was created and when this article was actually published. Thanks for your help.
Can you answer the following?
Hi Zoho desk team! Can I please have the information of the following? availability (multi region / ha) DR Data backup RTO RPO after sales support structure / sla exit strategy - how to off-board SOC2 certification / VAPT etc
Accounts and Contacts in Zoho
When looking at accounts and contacts, it doesn't appear there are ways to toggle views. It's just All Contacts and Spam contacts. It would be helpful to at least show more on the contact line for the user. Example below, we're looking at the Ash record
Please Support Custom Lookup fields
It's very essential to have Custom Lookup fields in Zoho Desk when you predominantly offer in other Zoho apps. Why and when will this be supported in Desk?
Trigger a comment based on a action via custom function
Hi Team, I would like to trigger a comment where I am mentioning the ticket owner with what needs to be done as a next step. And I want to trigger this comment only when customer reply to a closed ticket which we are not allowing it to reopen and most
Count ALL emails sent in a given period (including private ones)
Hi, we are a B2B business and some of our ticket last for days, even weeks. Is there any way I can count all emails sent by my agents in a given period (including the private threads)? This is essential for our reporting, Best, Jerzy
Can't create contact in ticket with custom fields(cf)
I'm trying to create a ticket with a contact that contains a custom field, but I can't . { "departmentId": xxxx, "subject": "Prueba", "description": "Description", "priority": "High", "category": "Others", "classification": "Problem",
Views and visibilty
When looking at the list of available views, it is not easily discernable what views are must visible to me, visible to the team or visible to everyone. It would be nice if there were Icons or something to differentiate these view in the list of vie
How can I change the role of an agent? Zohodesk is automatically making everyone "CEO" and there is no field for me to edit that
I have the default "CEO" and "Manager" roles in my account and I know how to add more if need be. However, every new agent that I create is automatically assigned the role of "CEO" and when I click to edit the agent's role, there is no field that allows me to make an edit to that. It's the weirdest thing. How do I solve this?
Set width and height for modal box
Hi, please, help me. I i follow this guide for modal box: https://www.zoho.com/desk/extensions/guide/#modal-boxes but modal box width only 430px, height 200px. http://joxi.ru/J2bPNgJiV113kr How can i set custom values for width and height?
Option to archive Default Ticket View.
Hi Team, Hope you're all well. Yet another feature request :) I was wondering if you would consider the Option to archive Default Ticket View. Currently this is only possible for Custom Ticket view and the list is very long, often not used by everyone.
BETA Multilingual KB search UI
Hello, I asked to have multilingual KB activated mainly to allow our agents to modify any KB. By the way, the multingual feature could be interesting for us in some case and it seems to have been nicely implemented. But i have to complain a bit about
Gallery not available
Hi, I can't open the gallery or place images from the gallery. I asked our previous supplier Apora for it, our own IT department did investigated. But all solutions, like cleaning the memory, cookies and so on, didn't solve it. What can be the reason
Custom Ticket IDs
We need to add a prefix to our Ticket ID so that customers do not confuse tickets with order numbers on our website. So instead of just Ticket Number: 1000, we would want the ticket ID to be Ticket Number: T1000 . Is this possible?
SAML request and settings
Hello there; 1. I am trying to integrate Zoho Desk Help Center portal with my website. When users in my website login and click the button associated with Zoho Help Center portal, they will be able to access my help center portal to manage their tickets
Zoho Desk: Scheduled Maintenance on 8 August 2021
Hello, everyone! Warm greetings from the Zoho Desk team. We have planned scheduled maintenance activity on 8 August 2021, around 11:00 am IST. It might engender downtime from 0.25 to 4 minutes for a few customers in the US data center. We do not expect
Agent notification delay or not sent
Hi Zoho desk team, I am having trouble in sending auto email notification on workflows, when a new created ticket has been made Execution is on "create" Criteria is "Status is Open" I did several tests tickets but most of it did not sent an email
Different agent signatures for different departments
It would be very helpful to configure different signatures for users that are members of more than one department.
Subscription Access to Desk
Can you control access to certain areas of desk based on if a customer has a current support subscription with our company? To explain, we sell support subscriptions to our customers allowing them to get Technical support on our products. If their support plan is not current they cannot submit tickets. Is there a way to control their access to desk so that if their subscription is expired they cannot submit a ticket? Also, it would be preferred if we can maintain a link between the CRM ( or if need
"Pause until...." feature
I am currently evaluating both FreshDesk and Zoho Desk and there is one use case we have that doesn't seem to be addressed directly in either. However, for Zoho Desk, I am still quite new to the app (in trial) so perhaps missing a concept here. The issue
Zoho/Jira Integration
Hi, I know you can attach Images to Jira issues youve linked a ticket to and it creates a URL within Jira to access the image but is there a option/workaround for the Jira user to not be a Zoho agent and still be able to access the attachment? Than
Sharing a single agent account
I have a small business ("soloprenuer") and i use three Virtual Assistance. These do the same job, with each having well-defined and non-overlapping shifts. One might cover Monday and Tuesday, another Wednesday and the other the other days. I would like
Why does my url of an article is shown with a date?
I just noticed that an article i made yesterday now shows with a date in the url address? None of my other articles have while they all are created on the same day? It also doesnt show in the backed?
SAML request from My Web Sİte
Hello there; 1. I am trying to integrate Zoho Desk Help Center portal with my website. When users in my website login and click the button associated with Zoho Help Center portal, they will be able to access my help center portal to manage their tickets
Setting up Remote Authentication for Help Center Portal
Firstly, my website's url is https://www.example.com/ and my Zoho Desk Help Center Portal's url is https://support.example.com/portal/. I am trying to have the customer Zoho Desk Help Center Portal be automatically accessed with credentials (login/password)
The data is invalid due to validation restrictions
I have been making use of the information highlighted here. However, I keep getting the following error: Request not successful. Response code : 422 Response : {"errorCode":"INVALID_DATA","message":"The data is invalid due to validation restrictions","errors":[{"fieldName":"/contactId","errorType":"invalid","errorMessage":""}]}
PHP code to insert ticket automatically
Hi, we're looking at migrating from another support desk system. But I am having problems finding out how to insert a ticket via PHP. All I need to do is create a ticket from admin[at]mycompany to client[at]anothercompany via a PHP file on our system.
Can't able to create a ticket without using contactId
To create a ticket contactId mentioned as optional in API documentation link below: https://desk.zoho.com/DeskAPIDocument#Tickets_Createaticket Then i tried contactId as empty i got a response like contactId is missing below: stdClass Object
(
[errorCode] => INVALID_DATA
[message] => The data is invalid due to validation restrictions
[errors] => Array
(
[0] => stdClass Object
(
[fieldName] => /contactId
[errorType]
Zoho Desk End-User
I can add a contact via api to Zoho Desk, there is no problem. But Once I add a contact, she/he is not a end user, he/she is just an ordinary contact. How can I add an end-user to Zoho Desk Contacts with Zoho Desk Api?
Zoho Desk
I work as IT for 4 hotels and there is 1 other IT person working with me, we are evaluating IT help desk ticketing systems and so far we like zoho desk. We have a few questions: 1) We will have most people logging their tickets via email so they will
Remote Authentication-hexdigest() function
I try to configure remote authentication settings for SSO in Help Center Portal and encounter apikey which generating with the function => hexdigest(MD5(operation+email+remoteauthkey*+ts)). I have supposed this function(hexdigest()) belongs to java,
[ Android ] Can't use ZOHO ASAP SDK in a dynamic module
Zoho asap fails on android resource linking when it's used in a dynamic module gradle file
Not being able to register different accounts and contacts for activities is a big problem
A ticket has an associated contact. The contact belongs to the account. When registering a call, the contact associated with the ticket will be automatically entered. If different contacts are to be entered, users can select them from the magnifying glass
Setting up Desk custom subdomain - Domain verification failure for both methods
I've been following the instructions in this guide to set up a custom subdomain for our help center, but I am stuck at the domain verification stage. We'll call my main domain example.com and my subdomain support.example.com. I have tried both methods - DNS record and HTML file - and both are failing. I have confirmed that the DNS records have updated, and dnschecker.org confirms that my CNAME is resolving correctly for string.support.example.com. So I'm not sure why Zoho is flagging this as a failure
Display Business Hrs in Portal
Can you display the business hours & holidays in the end-user portal?
Social Instagram Feed Connection Not Working in Zoho Desk
Good day! Can you please check on this? I wanted to connect my Instagram Account to automatically create ticket to my desk from Instagram, but it's not working. I tried since 10:30AM, until now 2:41PM it is not connecting. Facebook took me almost an
Issue on Upload API and href image URL
Hi, Hope you are doing well. We are actually facing an issue related to uploading an image via Upload API. The issue is when i upload an image via api it returns id , href , name & so on, But when i use that href to GET hit and see response it sometimes
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