Building Extensions #8: Create widgets with the JS SDK bundle in Zoho Desk - Data API
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. We hope that you've been able to use the information in previous posts to understand building extensions for
Accounts module is now supported on the Zoho Desk Android app (v2.4.16)
Dear All, Hope you all are doing good. I'm glad to inform you that in the latest version of the Zoho Desk Android app (v 2.4.16) we have brought in support for the Accounts module. To access the same, please update the app to the latest version from the
Filter the departments that a user of the help center view
Hi team, Imagine a department on Desk fot internal company requests (other companies of the same group, tecnical questions...). If we allow the help center for that kind of requests, the final users, the real clients can see it too. Can be possible
Private Threads/conversations within a ticket
We often have to contact multiple people within other departments in our company to answer our customers enquiries. Is there a way to make these private communications NOT visible to our customer on their Help Centre portal? To confirm it is when you
Can you change position of the ASAP widget?
Hello I'm wondering if it's possible to change the precise location of the ASAP widget? Currently it is only possible to anchor it to bottom left or bottom right. We would however need to specify the location of the widget (in our case, we need it "bottom
How to hide the small article icon?
Hello Is there anyway to hide the small article icon that appears next to each article topic in the Knowledge base (see image below)? I can't find any option but perhaps there is a way to hide it by using CSS?
How can I get all threads from the correspondence in the ticket (incoming threads would be cool) in my widget?
Hello, help me please =) In my widget, when I click on a button, I need to get certain data from an external server. The format and content of this data depends on the key expressions (like order numbers) in the incoming threads that the catomers leave.
Feedback Widget Success Message customization.
Hello, I would like to create a success Message in the Feedback Widget that will address the customer's name, pulled from the Name field of the widget when they submit feedback. For example, if Sandra McTester submits feed back, her Success Message pop-up
Knowledgebase Article Status Field, Visual Indicators, Linkage Options for Deprecation and Obsolescence
I couldn't find it but as far as I remember, I did request this feature in the past. Maybe I did mention it in a comment on another topic. Ash did mention that the article unpublishing feature is going to be released in Q1 2021 in this topic "How to unpublish
Multi-Layout
Multi-layout allows you to show a separate set of fields for each product, process, or service and ensure that your customers and agents see only the relevant fields. This is not just for the ticket; you can add multiple page layouts for accounts, contacts, activities, products, and time entries. If you tried the beta feature, please share your feedback below. Your feedback will help us refine the finer details before releasing this feature for a larger audience. P.S. If you haven't requested
User invite fail
Hi, i am trying to add a use to the customer portal, the app shows a message that the invite is sent, but the users never get the email. I tried with a lot of different email adress and adding from them from the cfg and also permting them to register
Changing icons of sub sections
Hello, hello I'm trying to change the icons for the sections in our knowledgebase. I have a piece of CSS code (see below) that I borrowed from a 3-year old post in these forums, but it's not quite working out. With the code, I can get an own custom icon
Automated ordering of tickets, based on priority, in custom views in table mode
My client has several custom views, my client has 2 priorities. The client wants the custom views to automatically order the tickets based on priority whilst in table mode. The client doesn't want to use the modes: Countdown, priority, Status or Handshake
Importing Tickets to Zoho Desk from other portal with conversation and attachments
Hello, How can we import tickets from our old ticketing system with all replies to tickets and attachments? We found a article for importing initial tickets but there is not any details or any article exist from where we can undersatnd to importing replies and attachments to those tickets. Thank you, Prafull
CRM and Desk synchronisaton doesn't seem to work
Hello all, I am testing Zoho One for about a week and (as far a I know) I'd setup the CRM and Desk client/contact sync but for some reason it doesn't synchronise at all. I'd setup the sync from Zoho Desk via the marketplace where Zoho services can be
GET /api/v1/tickets return err500 when sending fields parameter
When i call GET /api/v1/tickets and fill in the "fields" parameter, i get response code 500. When i remove the parameter, everything is fine. not working: GET /api/v1/tickets?from=1&limit=100&fields=contactId%2Cstatus&include=assignee working: GET
Unable to disable new ticket creation notifications for agent
I've got an issue where one of my managers are receiving notifications for every ticket created across my desk platform. I've read and applied the following recommendation with no luck https://help.zoho.com/portal/en/community/topic/disabling-email-notifications-for-certain-agents
Zoho Desk - New ticket creation on closed ticket
Is there a way to set up the system so that a new ticket is created if the ticket was taken to closed status? Sheila Walton AdvanceOnline Solutions.
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Zoho Desk Blueprint
What are the limitation of Blueprints in zoho Desk?
Addition of Community to Zoho Help c
I am unable to setup community within our desk. I have been through all the available series and have not been able to find the problem. Our main priority was setting up the announcement widget but I cannot do that as our community page isn't setup. Help
Zoho Outage
Hi, I recently could'nt access Desk for a limited time and was just redirected to a page to enter a support request. Could I have more info on the outage so we can log it. Thanks
Mapping Contacts
Guys, We're using one-way CRM to DESK sync - but we do want to add contacts to CRM on a case by case basis. I'm using a function (actually, a Zoho Flow) to do this. Contacts added to CRM via function/flow continue to show as "unmapped" with CRM. Is there
Response is saying it's overdue when have responded
I have set my SLA to respond within an hour. When a customer logs the ticket the timer starts counting as it should, I reply to the customer within the response time, the timer carries on and then says it is overdue when I thought it would stop when I
Editing contact type field
Is it possible to edit the types mentioned in the customer contact type ? At hte moment the listed items are "Paid user" and "Prospect", I would like to change them into the Dutch language (and maybe add other entries).
Sync between Desk and CRM not working
We are having issues with the integration to sync between zoho Desk and CRM. We have created the integration to start both the CRM to Desk and the Two Way sync multiple times. We finally got the sync to bring over some of the companies(we renamed Accounts
How to send reply in Tickets as Contact via Channel Phone?
Hi Everyone, I created a ticket via PHONE Channel, when I reply the ticket with phone channel it gives me an authorization error while I already set the API for access and refresh token. send like this with POST method https://desk.zoho.com/api/v1/tickets/{ticketsId}/sendReply and
Zoho Desk Community Digest - December 2020
Product Enhancements In the Create Ticket form, now while you select a Contact you can also see the Subscription and Invoice details associated with the contact and contact's account in the right panel. This is available for all paid editions. There
Zoho Flow doesn't acknowledge status update in Zoho Desk if it's triggered by workflow
Hi, I don't if this topic has been discussed before. I create an automation using Zoho Flow for Zoho Desk, basically to create comment every time ticket status is updated. I've tested it by moving the ticket status manually and it works wonderful. But
Analytics on the phone queue?
We've recently started using the Twilio integration. We need to see reports on call volume, % of calls answered, time on hold, etc etc, to better manage our customer experience. Where do we look? Thanks in advance!
To implement SSO(Single sign on) for help desk in Blazor server web application.
Hi, I have created a web application in Blazor(server) and have authenticated user using identity. I want that the user who have signed in into my application, can access the helpdesk with no need to provide login credentials again for zoho. Can you provide
Can you add Account Name to general ticket view?
Hello I was wondering if it is possible to add the field "Account Name" as a drop-down menu (see screenshot below) instead of having to click on the pen-icon and edit the ticket? Thank you.
Help Please
I am not receiving outgoing emails from our Zoho DESK. Is there a setting that I may not have enabled correctly? Thanks Steve
How can Configuration be set for Desk Invoke API during local development?
{ url: `https://some.protected.url/`, headers: { "auth": "{{password}}" }, type: "PUT" } I am sending this request using ZOHODESK.request() and it successfully replaces the {{password}} when running in prod
Share tickets to specific agents
At the moment it is only possible to share a ticket with another department and not only with a specific agent. In some ticket there is a need to involve a specialist agent to help solve them but they shouldn't see any other tickets. The workaround I'm
Add dashboard to help center
How can I add a dashboard in the help center so that each customer can see a summary of the status of their tickets
HEBREW FOR ZOHO DESK
HI I WOULD BE HAPPY TO GET ZOHO DESK IN HEBREW. THERE IS AN OPTION TO HAVE IT?
Issue with config parameters for extension
Hi There, I am having a hard time to get the config params working, whenever i add the following to the manifest json as an example the extension produces the console errors as shown in the attachment. { "authType": "personal", "type": "text", "name": "grippPortalUrl",
Desk AccountId - CRM AccountID
Guys (and Ash), I am using CRM-DESK integration "one-way" - so all CRM accounts and contacts are synced to Desk. Every now and then, we still want to add a DESK contact to CRM. For this, I'm using a checkbox custom field and Zoho Flow to populate the
High Load Times & Unresponsive Zoho Desk
Hi Zoho team, weve been experiencing high load times, unresponsive page whenever we use our zohodesk, this happen since we started to use our desk We are based in Indonesia, do you have any work around? this also seems getting worse day by day
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