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
Zoho Desk & CRM Integration for contacts
Hi guys, ı have trouble with integration between Desk and CRM. Is there any way to do only one-way sync for contacts from Zoho Desk to CRM? I have contacts who regularly create tickets in Zoho Desk and I want these contacts to be automatically synced
Zoho Desk & CRM Integration and Account Name Relationship
Hi guys, I kindly wanted to ask that how Desk and CRM Integration work. As I have heard of, this integration is based on Account Name. If account name is not the same in two sides(Desk and CRM), CRM creates a new account. Is it true? Is there only one
Zoho Desk Virtual Meetups: United Kingdom, March 2021
We're back with our first set of meetups for this year! In continuation with our efforts to learn through the Zoho User Groups (ZUG), we're hosting a series of virtual meetups starting with UK. At this event, we will explore the topics which frequently
Chat Fitur
I saw a chat menu on the bottom left corner, but when I was looking for my teammates who were online, I couldn't find it. what exactly is this function?
Agent not receiving notification on comment made by customer
I have turned on notifications on Adding/Editing/Deleting a comment. When agent makes a comment, the customer gets a notification. But when the customer comments, the agent is not getting a notification. Agent gets notification only when the customer
Paste Image from clipboard when agent creates ticket
When creating a new ticket, Agents cannot paste images in the Description field. An agent should be able to paste in screenshots directly. Saving the image and inserting it afterwards, is a bit tedious. Pasting inline images was a recently added feature
Customize submit new ticket form in customer's portal
Hi, I'd like to know how to customize the submit new ticket form in the customer portal. I want to add the option to select the ticket's due date. I know I can customize the portal's home screen (HTML and CSS) but I could not find the option to modify the submit new ticket form. Thank you.
Assigning tickets to only online users/ticket owner
Hi Zoho team, I would like to ask if it is possible if we assign new tickets/pending response tickets to online ticket owners/users only. At the moment, I am seeing that whenever my customer responds to a ticket, it would assign to those who created it
Company Mails forwarded to the zoho desk support mail not displaying or creating a ticket
Mails forwarded form the company support mail to the zoho desk support mail not displaying or creating a ticket
Consumer trouble logging in
Customer is having issues logging in? Cookies have already been enabled in settings. How to proceed?
Creating alerts and escalations before SLA violated
Hi guys, I kindly wanted to ask how I can create alerts before SLA violations. I also want to escalate it to upper levels. Here's the example scenario: I have 3 hours SLA for the first response time and 12 hours SLA for resolution time. My ticket is
Can I add more fields to an end-user profile?
Hello We're currently only using Zoho Desk for ticket-management and Knowledgebase. We currently don't have any login requirement for our Knowledgebase at all. I'm now experimenting with perhaps using the forum or login capabilities of Zoho Desk, but
Link Survey using the google form
Can you help me? I want a survey link when the ticket is closed. the survey link using the google form, is it possible?
Zoho Desk Virtual Meetups: India, 2021
In continuation with our efforts to learn through the Zoho User Groups (ZUG), we're hosting a series of virtual meetups for our India region. At this event, we will explore the topics which frequently make the rounds through our support tickets. During
Insufficient Privileges to perform this operation. Contact your Administrator.
Hello, We're unable to mark any ticket as spam, and getting this error: Insufficient Privileges to perform this operation. Contact your Administrator. This is happening to all of my agents, including me and I'm the administrator on the portal.
Critical Update - Authtokens in Zoho Desk REST APIs will Stop Working in a Week
Dear Zoho Desk API users, In the second half of 2020, we had decided to indefinitely deprecate the use of authtokens and instead use OAuth tokens for authenticating users. We had informed the developer community about this critical change and the need
Can I view emails that were sent to an non-existent ZohoDesk Support Email Address?
If I someone sends an email to an incorrect Support Email Address, is there any way that I can see those emails if it's at least sent to the correct domain? For example, I have webupdate@xxxx.zohodesk.com. If someone emails webupdates@xxxx.zohodesk.com
How to Auto close tickets
Dear Team, We are using ZOHO Desk now. We are getting many email from our technical or operations email ID which is just for some notifications. we would like to auto close such tickets which we can do with particular subject or particular email let us know
Auto arrange blueprint like in Flow
The process builder in Flow has a button that automatically arranges the steps in the process in a neat and tidy way. Please consider adding a similar feature in blueprints. Best regards, Mladen Svraka Zoho Certified Consultant and Authorized Partner
How can I see recurring tickets for a specific issue with two different incidents?
Hi guys, I kindly wanted to know that how I can understand/realize the ticket I resolve is not technically resolved... Let's say: A customer submits a ticket for a specific issue as ticket number A. I resolve it. After a while, another customer B submits
Help Center article issues
In the Help Center Knowledge Base I'm having several issues with number lists and images when doing copy/paste from another document and also with editing an existing article. The images show until the document is saved and then they disappear
"My Area" Ticket View - Comments in Reverse Order
Hello again community, Currently, users who look at tickets in their "My Area" section see comments posted in reverse-chronological order. This is fine for the agent view, but I have a request to have the order reversed specifically for the user view
Can I make a private or invitation-only forum?
I want to have forums that only allow a sub-set of logged-in users to be able to see & engage in a particular forum. How can I do that?
Clarification: Can end users view all tickets raised by their organization?
Hello, Apologies if I've missed something straight forward here, but I'm having a hard time understanding the Customers can view tickets of other users in their account setting. I have enabled it, and have multiple users under the same domain (ie. bob@smith.com
Down vote an idea
Hi there, In our community our users are voting on ideas. On some ideas users would like to let us know that the idea won't fit their way of work. It would be great if they could let us know by downvoting an idea. Kind regards, Helen
Multiple Tickets in Zoho Desk
Can anyone help with creating multiple tickets in zoho Desk for single sales order
How do I fix headers and spacing in ASAP?
Hi, We are about to launch our KB and we were checking how it is looking like in ASAP. We noticed that the headers do not look as they should: header 2 looks like header 3 and vice versa. I had a look with dev tools and it says h2 (has smaller font than
The 'more' button loads the first article instead of the related category
We are using the Elegant theme for our KB and we have categories and subcategories. There is this 'more ->' button at the end of each list of articles per category/subcategory. We supposed a button called 'more' would load more articles (when there is
How do I integrate Zoho desk with zoho sign and zoho form
I need to send a document to the client when the agent makes a resolution of the Ticket. I want to generate a document with Information from the ticket and then when the agent makes the resolution of the ticket send automatically the document to the client for SIGN with Zoho sign. Let me know is this possible o what is the best way to implement that proccess.
Reserving Ticket IDs
Last week we became aware that our ticket ID counter did pass the 20.000 mark and we wanted to celebrate this event by congratulating the department that did receive the 20.000. ticket. Unfortunately, this ticket was nowhere to be found in the system.
Create product record
Hello I'm sorry, but I'm hoping that someone can help me with a script. I'm still trying to create a Product record. I have a script that seems to be running, but the product (name="test123") isnt created despite the script being executed without errors.
How to create a notification if an agent hasn't replied to a new ticket within 22hours?
What would be the best approach to create an automated notification email to a Contact if a ticket has not had any response within the first 22 hours it was created? We basically want to send something out automatically that says "We've received your
Desk API Errors all of a sudden
Hello, We have been using the Zoho Desk REST API for a while now. We've upgraded to OAuth already. We suddenly have started getting errors like this: {"errorCode":"INVALID_DATA","message":"The data is invalid due to validation restrictions","errors":
Tickects are not beign assigned to one of my agents
We recently onboarded a new agent who is not getting tickets assigned to them automatically. Please advise on how to resolve this issue
Limit user by department
Hello, Here's a little background before asking my question just in case my set up is not optimal. I have several customers that I moving to my support site. Since i was not able to split them by organization (unless I'm missing something) what I did
Assuming Identity Of End User
I would like to assume the identity of my customers end user accounts on my portal. I have some customers whom want me to make changes for them or to post in the forums on their behalf because some are not familiar with technology and this would be
401 Unauthorized while trying to use https://desk.zoho.com/api
Hello, I'm really struggling to get this api working with postman and so far nothing works . Let me elaborate what i'm trying to do using the api . I have went over the documentation and it got very confused , i tried getting all tickets using the info
Zoho Desk
Hi, Iam creating tickets in zoho desk based on the subject name in sales order. I had attached the products in contact modle and writen a function to map the product names with subject in sales order. Based on the subject i had created a ticket and
Problems with zoho desk
Good morning This email is to tell you if you can help us, because we have been having problems with zoho desk. The emails have been arriving in mail clients but not in our zoho desk, we thought maybe if our configuration of our emails could be wrong
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