Create A Report That Shows Date Spent In Certain Status
Hi there, I would like to build a report that lists the different tickets and shows the number of business days spent in a specific status, for example number of business days spent in "In Progress" status. How can I do that on Zoho Desk? Thanks,
Comments versus Email
There are a few threads on this - unfortunatey, I did not find the answer to what we are looking for. So, our clients, while opening a ticket or looking at a ticket have the option of replying to it, or commenting on it. If they comment on it, the ticket
Mail forwarding to zoho support
I have just started a trial, I have authorised mail forwarding to zoho support from our business gmail account, yet emails to that do not appear as a ticket so far not liking zoho support,
API Create Ticket - email validation
REQUEST: POST - https://desk.zoho.com/api/v1/tickets { "subject":"testing_email_validation", "contact":{ "email":"testing_symbol_!_@test.com" }, "departmentId":"550547000008403071" } RESPONSE: 422 {"errorCode":"INVALID_DATA","message":"The
App Spotlight: ShippingChimp for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Visit Zoho Marketplace to explore all apps. ShippingChimp for Zoho Desk ShippingChimp empowers your ecommerce support with contextual, real-time, delivery-related information about
Canceling a Zoho Desk Ticket search
Hi, While using the top search bar in Zoho Desk to findparticular tickets, a little 'x' used to pop up to the right of the bar to let me cancel out of my search filter and go back to the general ticket screen. That little 'x' seems to have disappeared
Ticket Followers automatically set to Account Owner in CRM
I'd like for the Account Owners in CRM to be set as Desk Ticket followers for tickets that come in for their Accounts. Is there a way to do this?
Communicating with outside organisations and customers in the same ticket?
Hello, I was wondering if someone could help me with this. It's been on my mind for a while but I've not started to look into it until now. We've just been looking at migrating one of our customers over to a new service. This service is run by an external
Sync users from active directory or azure active directory
I have SAML setup for my Help Center Users to easily log in, they log in in Help Center automatically due to the SAML integration it creates a user account but it only pulls username and email. I'm looking for a way to sync my end user information from either our Azure Active Directory or on-prem Active Directory automatically. I'd love to sync full name, phone, department etc if possible. I see there's some AD sync tools for other Zoho products but can't find one specifically for Desk. Any
Knowledgebase not showing in Zoho Desk
When I log into zoho desk I don't see the knowledgebase "help center" menu navigation. See attached.
Track support hours remaining
There's probably 10 ways to do this, ideally there's at least one that will work for us. We have CRM and Desk linked. We sell support hours in advance. Ideally we enter the amount of hours or a dollar amount (or it's pulled from invoices) in Zoho CRM
Synchronize Products from Zoho CRM with Zoho Desk
Hi, We have configured Zoho Desk for Customer Support and we would like to allow customers to specify the product while creating a ticket from the portal. We already maintaining 18000+ products in CRM and it will be dynamically updated every day. So we need the same list of products in Zoho Desk also. Whether there is any possibilities to sync the products from CRM to Zoho Desk? Thanks, Selvamuthukumar R
Site can't be reached on our office network
https://support.digitaloptometrics.com/ Site can't be reached on our internal business network. Any ideas?
Zoho Desk Virtual Meetups: United States, August and September 2020
We hope that you and your family are safe and healthy. While COVID-19 may have forced us to take a hiatus from meeting in person, we'd still like to offer our user community opportunities for continuous learning through Zoho User Group (ZUG) Virtual meetups.
Move widget on top of article list
Hello We have a custom widget in our customer portal in the Knowledgebase. However I'm struggling to place it where I want. Is it possible to move it on top of the article categories? Like so:
Add subdomain zoho desk, cname
good I am trying to add a custom domain to my zoho desk, but I get the following error, I already added the cname in my zone dns I don't know what else I could do, I've been in this for days but the support is a bit slow, if you can guide me attached
Twilio Blind Call transfer
We been testing Twilio Integration with Zoho desk. It works well with warm call transfer. That is, transfer call from one agent to another. But, we have a scenario to transfer the call to another department which doesn’t use Zoho desk. That is, if a customer
Integration with Zoho Desk for Issues/Bugs - Turn off comments for status change
We use the integration between Zoho Desk and Zoho Projects for Issues/Bugs. We have found that since both systems display the real-time status of the issue/ticket in the other system that we don't need the integration to make a private comment every time
Some emails not bring forwarded into Zoho Desk
I've noticed that several emails are not bring forwarded into Zoho Desk. They are in my inbox, so the issue doesn't appear to be related to email filters. Anyone else experiencing this?
How to send monthly repport to our customer
Hi, is it possible to send automatic tickets repport to our customer ?
Jira - Desk Integration
Hi guys, I have integrated Jira with Zoho Desk. At this moment, I can bundle Desk tickets with Jira tickets - which is fine. My problem is reporting these bundled tickets. Is there any way to report these linked tickets automatically? Let's say; I have
Zoho Desk
Hi all. Can anyone please tell me if there is a user's manual for Zoho Desk, and if so, where can i download a copy? TIA
Community tab should not be visible for users who don't have access
Hi, A user that doesn't have access to the community should not see the tab community in the top menu. Kind regards, Helen
Zoho Desk took one hour to receive emails
This happened once or twice, but the emails from clients have arrived in my Outlook client an hour before it appeared on Zoho desk. We can't have this happen again and would like to troubleshoot this issue. Please see attached screenshots and video. In
Auto Invite multiple Departments
Can you have Auto Invite to knowledge base for multiple departments? If i have a sales and support department. If a user sends and email to the support email, they are only going to get auto-invited to the support KB right?
Auto-Invite Help multiple Departments
I have two departments for two specific customer bases. Is it possible to have the Auto-Invite sent to a customer based on what support email/ department they email? For example if a customer emails the support@mycompany.com department will they only
Ticket retrieval is being disrupted from time to time
Hi, we are experiencing this problem for the second time since 4. of March. Our IT admin did change a setting on our Exchange server and fixed this issue the last time. The strange thing about this issue is that I'm still receiving the missing tickets
How to auto closure ticket after 3 days.
Hi, I would like to ask regarding this closure after 3 days. I already follow step "Go to Setup->Supervise->Create Rule->Enter a name->Next->Criteria->Hours since requester responded is 72 -> Actions ->Field Updates ->Status - closed." That published
Create a general task that can be used by any agent
Hi, I'm just trying to create a general task/tasklist that can be used by any agent. Say, if there is a certain workflow I have for any desk ticket, I want to make sure when the ticket is created, any agent can follow this list of tasks to close that
How can I understand the recurring tickets for a specific issue?
Hi guys, I just want to learn that how I can clarify the recurring problems for a specific issue. Let's say, we resolve an issue as ticket number 1 and closed the ticket. After a while, the customer created another ticket(number 2) and it is about the
Zoho Desk - reply window - font not showing, text is invisible.
Hi, I use Safari 14.0.3 on Mac OSX 11.2.3 - recently, within the past week or so, the reply window in Zoho Desk, appears to have a styling issue. The cursor moves when I type, and if I select text in it, I can see the outline of the block of text, but
Apply workflow rules to existing tickets
Hello, In Desk, after creating a workflow rule, is there a way to apply it to all existing tickets? Use case: adding a rule to automatically put into spam all tickets marked as Spam by our emai system (subject begins with a spam label). Then I want to
Geo localization on maps of any ticket
Hello Zoho, a customer's asking if there is the possibility to have a geo map (Google Maps style) to view where are the tickets (address based). I think that there is not this features, and I see that on Marketplace too there is any app. Some idea?
Can I have a Contact associated to multiple Accounts?
Hi, In my company we often have Contacts that need to be associated with several Accounts. Currently, this doesn't seem to be possible: as soon as you assign a Contact to a new Account, it removes it from the previous Account it was associated with. Is
Full Screen button stopped working
I submitted a ticket for this on March 11th and it's still not resolved. The fullscreen button suddenly stopped working. When hovering over the icon it says "Normal View" and clicking the icon does nothing. Is anyone else having or had this issue? I
How to do Issue Type x Month
I'm not very experienced at creating views and reports - I think I need to find training materials, but I haven't been able to find them! Right now I want to do something that seems obvious: create a report with a column for each month (or week or day),
Knowledge Base
Hi, when setting up a knowledge base for a specific department, is there anyway you can set review schedules or approvals on specific articles. We want to ensure that information held in our knowledge base is up to date and remind colleagues if this
Regarding ASAP app integration.
Hi there, I would like to know how tedious the task would be, for a developer to use the SDK to integrate ASAP into the Android and iOS versions of an app. I am not a developer, however, to me, it appears that it works like this: The ASAP knowledge base
Zoho desk POST /api/v1/tickets not returning response
I tried creating a ticket via the Zoho desk API, i got no response after the request was completed.
How do we sort incoming trafic in our KB by location?
Hello, Our KB is going live and we have clients in at least 3 different countries. I tried to find a way to sort the dashboard insights by location, but I could not find any - is that possible? Additionally, I need to ignore all insights that come from
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