I keep receiving "XXXX has rated for you " messages
Hi ZOHO desk community, I keep receiving the messages "XXXX has rated for you" after I reply to a ticket. The customer rating option is disabled and I don't seem to find any other notification I could turn off (please see screenshot below) Thank you!
Zoho Desk Community Digest - April and May 2021
New Features Introduced a set of default widgets on the help center customization page for customers on the Standard edition. You can now import agents into your portal using the Import API. Agents imported through this functionality are first listed
API Authentication Queries
Hello all I'm hoping someone in the community can help me get my head around what should be a simple query. I'm trying to integrate the Desk API into our IT monitoring system so that I can present ticket information on a global dashboard. We use PRTG
Light Agents and dashboards
This is kind of three questions in one. 1. We have our support agents in one department dealing with requests related to multiple independent entities. If someone from one of those entities (setup as a light agent) wants to look at a dashboard of
Tickets based on two suport email addresses - flagging tickets based on the email there were sent to
Hi, we have two separate Helpdesk emails. One is support@mycompany.com the other is implementation@mycompany.com. I connected both emails to Zoho desk and emails from both inboxes generate tickets. On the tickets list I would like to know which ticket
Channel Ticket Incoming
Hi Team Zoho, I have several channels on Zoho, such as telephone, email, and whatsapp. I want when there is an entry ticket to zohodesk then the ticket is in accordance with the channel. what I mean by this is the channel in the layout field, so our agent
See the number of votes in community dashboard
Would be great if you can check how many votes were given per week/month/year in the community dashboard.
Related Report - Average response,handling,resolution time
Dear Team Zoho, I want to find a productivity agent, so I want to need : Average response time, Average handling time, Average resolution time per ticket created each month Thank you
Scheduling "Send as Email" Ticket
We have to send reminder emails to clients first thing in the morning. We are currently doing it in GMail and cc'ing our internal operations email address to create a ticket in Desk, however, this creates a ticket for our internal operations and not for the client we are sending the reminders to. We are then manually having to go in and change the client name for each ticket. Is it possible to schedule "send as email tickets" the night before to be sent first thing in the morning? Thanks!
Contracts in Desk
What is the purpose of contracts in desk? I can't associate tickets to contracts or time. Unless I am missing something. Any ideas?
Not all emails coming through to Zoho
Hi Zoho team, I am contacting you as I noticed that not all of the customer service emails we receive though our team@ email address are coming through on Zoho. The vast majority are but often there are 4-5 per day that don't come through to Zoho and
[iOS] [ASAP] Problem archiving the project.
Hi Zoho team, I hope you are doing well. Currently we are implementing the live chat from ASAP module on ZohoDeskPortalService library, we have already implemented the live chat, in debug mode works well, but now we are trying to archiving this implementation
Does updating a ticket via API count as an Agent Response?
If a ticket is updated via API, does that API update count as an actual Agent reply and toward ticket response time for SLA metrics? I understand that Agent responses sent via email do not count toward response time for SLA metrics, so wanted to ask as
Zoho Desk - Team level reports
Hi there, I would like an update on team level sla reports that was in development. We were previously advised at the start on 2021 that the functionality would be available in the first quarter. Kind regards Mubasshier
Contact not display fully through API
Hello Zoho Development Team I'm working on contact of zoho desk and noticed API get contact list seen not show fully all contact which display on web. I'm using this api GET /api/v1/contacts for getting contact list. I tried create a contact through API
Provide better formatting of Deluge code in all forum posts and replies
Please consider improving the formatting of Deluge code within your forum's rich-text editor and in replies to posts. Your code blocks leave a lot to be desired: // Here's some Deluge code from Learn Deluge: person = { "name" : "John", "age": 22 };
Help Center users can't be removed from groups
Hello, Zoho One user here. I have the following persistent problem: when an end-user (Help Center User) is added to a group, it can never be removed from it. When editing the user and hovering over the group name, it shows the red X, and when you click
Zoho Desk unavailable
Hello, I cannot enter in my Zoho Desk workspace, after loading for a while, the following message appears, translating for English: "Sorry for the trouble. Please try again after a while or report your problem in the feedback form below". I wanted to
Resent password to the End user
Hi All Please Could you help me? I have a End user, he don´t remember his password. How can I resent him his password again?
Multiple emails for agents causing issues with #original_sender forwarding
Our agents have multiple email address they use and emails from customers can come in on any one of them. All are set up in all of our Zoho products including Desk. We have to set one of them as default. The issue is if we forward from any email other
Removing Close Ticket and Ticket properties options from help center
Hey everyone, I'm looking to remove the end user's ability to edit ticket properties or close tickets through the ticket view page in the help centre. Currently users are able to see each other's tickets, which is great, but I don't want them able to
Can customer register himself?
I am browsing through zoho support and would like to let the customer to be able to track their own requests after submitting it. Is that possible? If not, when can this function be available?
Status Types and SLAs
As I see it, Zoho Desk has two Status Types: Open and Closed. Open has SLA timers running and Closed does not. However, there should be a 3rd (or better customizable) status type, like Pause. There is no way to pause SLA to reflect time awaiting things
Where/how do I get a nonce value for embedding Desk in a website?
The company that runs the website tells me that I give them the nonce value. I've read this document, and I'm unclear where/how to generate the nonce value. Embedding the ASAP Add-On on Sites with a Content Security Policy (zoho.com) Thanks, Ken
Zoho Desk very slow/laggy
Using Chrome 91.0.4472.77 no issues with other sites. it's always slow 100% of the time. Any suggestions?
Pick listvalues
What's the secret behind making new pick list values appear in the pick list? I go in, add a new value, click update, click save, re-search my ticket, go to the field and the value I just added is not there. I refresh the page and the value is
get user info from helpdesk with php + api
Using PHP + API, is it possible to search user desk customers by email to see if a customer exists and - if so - return their details? Code appreciated!
Delete Zoho Desk Account
I setup a test Desk account to see how it worked for a non-profit I was helping out. So it has their names in it and things like that. I was able to change everything but the email domain which reads @nerna.zohodesk.com which I do not want it to read,
Ticket will be re-opened with a new ticket number
please help me, if the customer replies email, but the ticket has been closed, then the ticket will be re-opened with a new ticket number like the first time they contacted us. it is possible ?
Copy and paste snippet images to KB article
Hi team, We used to be able to copy images from snipping tools directly into the KB article text box. Now it doesn't work anymore, and we have to insert the image manually via the insert image button. Can someone please check this? Thank you.
Manual Translation file/list
Hi, We have a problem with the existing translations and phrases used in our local and English language. I would like a page where we can export / import the translation file used so we can change everything we want to in both our local language and in
Unable to export report
What is the appropriate user role or permission to allow him to export reports? Currently, users can create their own reports, but the Export As options are not allowed, not even for their own Custom Reports.
Redirect after ticket submission?
Is it possible to redirect a user after they have submitted a support ticket through the help centre? At the moment just a quick popup tells a user they have submitted a ticket, then the site redirects to the help centre home, without the user really
Zoho Twilio Phone Bridge - Transfer Calls Between Agents Frequently Drops Calls
When transferring calls between agents, we consistently drop the call.
Edit Draft KB Article = Permissions Error
I have a user (manager, support administrator access with all KB options selected in the profile) who is getting a permissions error when editing his own article. The article is in draft status and we do not have any reviewers for this category. I'm out
Monitoring agent responses
In order to do quality checks on agents' responses to tickets, I would like to be able to see all outgoing e-mail responses. Not like Review, which will need my approval for every e-mail sent, but just a list of all answers per agent, that I can check
Customise Help Centre footer
Since it's still not possible to have SSO and link my users to the KB, I'm trying to customise the footer in the KB so that the SUBMIT A TICKET button links to my site where they can contact us. (When they do this certain user information is also added
minutesSpent predefined
Hi, We are using Time Tracking and we want to pre-define options which Agents can choose from. We only enter time in 0 / 15 / 30 / 45 minutes format. If we work 1 hour for a customer it is 1 hour 0 minutes. If we work 1 hour 05 minutes then it's 1 hour
Collect ASAP questions
Is there a way to collect the questions asked by users to ASAP so that we analyse them and see what people need? Thanks!
Master Tickets
Dear Zoho Desk, I would really like the functionality to create a "Master ticket" by connecting other tickets to it. If the "Master ticket" is closed then all of the connected tickets are closed/solved as well. In other words the "Master ticket" can be the "Problem" where all tickets connected to it are "Incidents". If the "Problem" is solved then the connected "Incidents" are considered solved as well and will be closed. Additionally the "Incidents" would receive a comment (or similar) with the
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