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
Remote Login URL
Configure Help Center SAML - Zoho Desk Knowledgebase Step 5 of the instruction to set up SAML 5. On the SAML page, provide the following details: Remote Login URL: Enter the remote login URL of your IdP where Zoho Desk will redirect your end users when
Advanced Workflow - Handling After Hours requests seperately from during hours
I would like to be able to setup rules to handle after hours requests differently from during hours support. I see how to setup supervise actions to update a custom feild (RcvdTime) to designate During and After hours, but am struggling getting the SLA
Unable to set up a review process for KB categories associated with multiple departments
When a KB Category is associated with more than one departments, it is impossible to set up a reviewer. Even if a reviewer is already assigned, the moment a second department is associated with a category, the reviewer option is no longer available,
Why do KB documents for a customer look so bad in comparison to my view as a creator?
This is something that has been bothering me for a long time. The huge difference between what I see as a creator of documents in our Knowledge Base for Desk, as opposed to what our customers see. Surely they should look the same? If someone has a simple
Syncing CRM Lead Converted to Contact
Hi Zoho, We are using Zoho Desk and syncing it with the Leads, Contacts, and Accounts modules in Zoho CRM. For the most part, this integration works great. However, we are finding a limitation when a CRM lead is converted to a contact. While Zoho CRM
No email notifications when contact is a "noreply"
Hello, we receive automated tickets from technical systems that send with a "noreply" address. It is OK that they do not receive any notifications. Unfortunately, Zoho Desk turns off all mail notifications if the contact has a "noreply" email address.
Add CC on our workflow email
We want to create a ticket with dynamic email as CC - & we get the email from our database and sent throught Zoho Desk API. The email that we wan to CC is filled in the ticket & placed in CC field. We're using pro edition but somehow unable to find
More contact details in product view
Just adding a suggestion here, in case other companies also can see a benefit from this; It would be nice to have more contact details visible in the contact tab of a product (see image below). This could be used to quickly sort between the different
Zoho Desk Community Digest - January 2021
Marketplace Updates Building Extensions #8: Create widgets using the Zoho Desk JavaScript SDK - Part 1 Other Enhancements Introduced a new help center preference that lets you decide whether users must log in or not to submit tickets. Introduced a category-level
Website layout issue in
I'm using a 48" monitor while having 150% Scaling and 3840 x 2160 resolution. I'm having many issues with the Zoho Desk website. Some of them are: Many elements seem to not appear unless I zoom the browsers to 140% or %175 Tooltips are all misplaced some
SAML Dispaly Names
I have SAML configured and working with my AD. HOwever when my users submit a ticket for the first time by sending an email their contact name shows up as their first part of their email address. Is there a way for this to use their full name instead?
Final Reminder - Deprecating Support for Authtokens
Dear Zoho Desk API users, If you have been following this space, you would already know that we're discontinuing support for authtokens in our REST APIs. This is our final announcement on this subject. If you have already migrated from authtokens to
Assign Ticket to Customer Owner
Hello, Each one of our customers will have an assigned customer owner, and I am looking to have all tickets be automatically assigned to the customer owner (we are using this for a customer success position). I haven't figured out how we can automate
Web Widget not mobile responsive
(This post keeps getting deleted! ?) I've attached two images showing that the "Feedback" widget is not mobile responsive on an iPhone. Can this be fixed? It's important. It doesn't work with embedded contact forms either. Thanks!
Send automatic emails to customers as reminders
can you help me, I want to send email as a reminder to customer, the reminder is given 3 times, the first reminder if within 24 hours the email doesn't respond then the email is automatically given, the second reminder is given within 48 hours if it doesn't
Workflow - Select Tickets Flagged as SPAM
We have a known number of distributors who submit purchase orders and technical support requests to Desk. In almost all those cases, the Account field is completed (synced with CRM) Regularly, we end up with valid tickets marked as SPAM and unless someone
Pagination includes last thread when limit is greater than the number of threads
When querying ticket thread pages, I always get back the last result when the 'from' parameter is greater than the number of threads. For example, if I set from to 100 when querying a ticket with 5 threads, the response contains the 5th thread. I would
Change some fields to be accessible to non Admin user
Is it possible to add resolutions to tickets with non admin user?
CC distribution queue list
Hi - When i CC a distribution list in a ticket it send the email notification to everyone but they can not access the ticket because of insufficient privileges. I suppose It's because the system sees the the distribution list a user and not individual
Setup screen features and multi department functionality
For clients who use multiple departments the setup screen can get confusing as you work on setting up and managing features across multiple departments. For example, as you move between layouts, layout rules, workflow rules, blueprints and other features
Using Description box in Add Ticket screen more efficiently in Zoho Desk
Dear Partner, We are willing to process our works in Zoho Desk with less clicks. Thus we have an idea of using Description box in Add Ticket screen more efficiently. In the latest version, if Description box is used and ticket is saved, the ticket is
Setting Due Date with SLA rule
Following the section "Creating and Using SLA's" in the online manual, it states - In the Create SLA page, do the following: Enter the SLA Name. Optionally, enter a description in the Description field. Specify when you want the triggers to fire automatically.
Differentiating inbound/outbound calls, voicemails and missed calls in
"phone" category
I'm wondering if theres a way to differentiate or customize types of calls in the phone category to display more accurate data on our dashboards? Specifically looking to view number of inbound vs outbound calls, voicemails, and missed calls with no voicemail
Report on last modified date on tickets
We would like to be able to track the last time something was documented in a ticket. Our requirements are for agents to check and update their tickets on a regular basis (depending on status, subject, etc.). Is there a way we can report on the last time
Template Based on Custom Field Selection?
Is there a way to present a custom template in the help center, based on a custom field? Use Case: Ticket Types Application Support Change Request Feature Request Add/Remove Users Desired Outcome If the type of "Add/Remove Users" is select, a template
Desk email templates not mobile friendly
Greetings, I am just in the process of setting up my new zoho desk for our company. I createn automated notify on new ticket creation, back to the customer. In this custom email template, I mostly used the zoho default template, and installed some
Forwarding Email into Zoho Desk
The email in our zoho account is support@olivertraveltrailersservice.zohodesk.com but I have created a support email from our domain: support@olivertraveltrailers.com that I would like to provide to my customers and then set it up where every incoming
How can I translate this button?
Hello, I need to translate better this button. How can I translate?
Google Calendar Events
The events when added via the google integration from a ticket don't seem to show up in the history or in the activities tab. Is there a way when adding an event via the google calendar to get that event to show up under activity as an event and within
Help Center in Mobile Application?
We are experimenting with moving our Knowledge Base to the Help Center in Zoho Support. After installing the mobile app (Android), we discovered that that "articles" aren't part of the app. What are other doing to manage their Knowledge Base and allow
Register for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features
Do not reset scroll activity on ASAP widget?
Hello good people We're using your wonderful ASAP widget to display a knowledgebase. Currently it's the only module active so it opens to the KB directly. However, whenever the user closes the widget, their scroll activity is reset. For instance: if you
Blueprint reminders and automatic transitions
Hello, I have two suggestions for Zoho Blueprint - both in Desk and CRM (if possible). It would be nice to be able to send alert reminders for a blueprint task to the task assignee, in the event that the assignee forgets to complete a task. It would also
Time Date Field inaccurate when picked up by field-placeholders in email template (consistently off by six hours)
We have a department in Desk that schedules sessions with customers, and it is mission critical that we tell them what time they are expected. We use a Blueprint to set conditions, and Alerts (Notifications) are sent to the customers showing the agreed
It's possible add kb inside ticket?
Hello, I want to know if is possible link inside a ticket the link of kb article. Thank you for your reply
How to change a field in existing tickets
Good morning, I need to make the following actions. In the existing tickets, independently from the status, I would like to change one of a specific field when the subject of a ticket contains a specific name. Example: if the subject contains the word
Deprecating Support for Authtokens
If you use Zoho Desk's Rest APIs, chances are that you're familiar with authtokens—a form of security token that authorizes third-party applications to access the user's (Zoho Desk) account. In the coming months, we will be deprecating support for authtokens indefinitely. This means that post November 30, 2020, we will not support the generation of new authtokens. Put simply, if your apps rely on authtoken authorization, they will be unable to fetch information from Zoho Desk beyond the EOL date.
Help Centre customer pull reports
Good Afternoon, We have a customer who would like to pull reports of all open tickets from the help centre, is this available through the google analytics that we can make available to customers via the help centre site? Thank you.
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