Ticket report based on time range
Hi Team, How do I get a report on number of tickets assigned to each agent based on time range. E.g. I want to get a report on how many tickets assigned over 3 months to an agent from 8am to 3PM .
Reports on missed chats
Hi Team, Where do I find a report on missed chats?
Time tracking enhancements
Firstly, When stopping a timer, it would be great to have a pop-up like what happens when you stop a timer in Projects so we can add notes, mark billable/non-billable and perhaps set the Ticket Charge Type. Secondly, it would be very nice to have quick access to timers like Project has with Global Timers. I know it can be accessed by clicking on Recent Items | Timers BUT having one-click access to an icon that represents time tracking would be nicer (better usability). Thanks, Scott
zohodesksdk utf-8 encoding issue
Hi Team, Whenever I create multilingual ticket via zohodesksdk-1.1.0.jar the characters lets say in hindi gets replaced with ????, So I did some decompiling and found out that below line was the issue: InputStream responseStream = HttpClient.getInstance().callAPI(APIConstants.HttpMethods.POST,requestURL.toString(),
Workflow Rules Stop Triggering
Getting frustrated with Zoho Desk. It seems like every couple of months we'll find out (via a complaint) that Desk isn't sending out notification emails to agents. We will have not changed anything and they'll just quit. Support will typically try to
Moderating all responses
I would like to moderate all posts and responses in my community. How do I do this? I do not see options to moderate all posts. I only see an option of no moderation or moderate first post only. Even moderate first post is a bit mis-leading because it
Formula Field
Team Zoho, not sure if someone else has requested this but if there is a formula field available to be created will help us a lot and also ability to hide few standard fields which are not useful in our case. I'm open for a call or a screen share to discuss further Thanks & Regards, Ravi Chandra Panakanti
Bug with adding tables to desk articles
While I was working on a desk article I noticed that these triangles that usually help resize the table lie around at whatever position the table is resized. My article is now littered with these, which is really distracting. They do not appear in published
Issue regarding Emails
We get emails for the client responding and overdue tickets on the desk. but, one of our agents stopped getting those emails. Can you please advise on what should be done?
Public Forum
Is it possible for me to have a forum which is fully public? Presently it appears that someone should have access to Zoho to access a forum. I want to create a forum for one of the trainings our company is delivering. I would like anyone of the course
Notification Emails Delayed
Anyone having issues with Zoho notification rules running but not receiving the emails like normal? Yesterday we had a bunch that didn't show up this morning. Today I've seen delays of an hour or so.
Data source for custom field
Hi, I'm starting as a Managed Service Provider (MSP) and trying to setup Zoho Desk for my customers. I'm looking for a way for custom fields to be customer specific when creating a new ticket. For each one of my customers, I manage several platforms.
Incoming emails delayed
We are experiencing an issue with Zoho Desk today where incoming emails are delayed anywhere from 15 minutes to 90 minutes. They all eventually show up in Zoho Desk but slow. There is no mention of it on their status page here - https://status.zoho.com/
Forwarded emails not showing up
Hello, Under Channels > Email > Other I've enabled Create tickets on behalf... I forwarded an email sent directly to myemail@mydomain.com to the support address after adding a single line to the top of the body "#original_sender { requestersemail@theirdomain.com}
Help with Criteria Patterns in Workflows
I'm trying to understand the proper placement of the 'and' 'or' and '(' ')' items in the Criteria Pattern field. I have some that work and some that don't. Scenario 1: The department has multiple email addresses. The default rules for sending notifications
How can i get "org_id" for with my zoho desk account
Hello Team, I need to integrate zoho desk API in Magento2, I am try to integrate this library (https://github.com/thisvijay/zohodesk_api_samples/blob/on_progress/PHP/createAccount.php) for API call but for all API call "org_id" is required parameter that we need to pass and i am not able to get "org_id" for my account. Can someone please help me on this. Regards, Parimal
unable to access zoho desk
We are unable to access zoho desk, it is stuck on a page where you have 5 balls and does not lead to the ticketing pages. This is for all of our users. Please fix as soon as possible
[Restore] Offer zoho desk community module for free plan
Hello, Past years zoho desk offered knowledgebase and community facilities with free plan and i am also old user. This's request from zoho to offer community module with free plan (when it offer with free plan then you can keep past limitations) Why?
Triggers and Transitions between Blueprints
You can stumble upon situations where you have to connect the blueprints of different departments via triggers or transitions. We will now have to consult to our local Zoho partner for them to build these connections via coding but it would be much easier and visually understandable for us if you could provide some built-in capabilities to connect the blueprints of different departments.
disable auto reply for specific users (emails)
Hi, sometimes our client write us directly and when we forward this email to the support email, we receiving the auto response email from Zoho Desk. how can i disable the auto reply message for specific users (emails)? Thanks
Zoho Desk is not working
Hi I have a very urgent issue as the Zoho Desk has stopped working all of a sudden in the morning today with the following message
The value passed for the 'Zoho-oauthtoken' parameter is invalid.
Hi, I am in the process of converting our stand-alone Console Application which retrieves open tickets to oAuth. I’ve followed all of the steps to obtain my Access and Refresh tokens successfully and up until that point, everything works fine. I’m
Multilingual Feature : Why zoho always add automatically the language key at the end of a link?
Hi there ! I'm using the multilingual feature and we face a problem we can't fix : we are a french company so our main language is French. However, we do have our app in english. We link our users from our app to our KB in their app language (english
Zoho Desk Community Digest - November 2020
Marketplace Updates Building Extensions #5: Configuration setup while building extensions - Part 1 Building Extensions #6: Configuration setup while building extensions - Part 2 Building Extensions #7: Configuration setup while building extensions -
Electronically Protected Health Information (ePHI label) is now supported within the Desk app (Android and iOS)
Hello All, In the latest versions of the Zoho Desk mobile app (Android Desk app- v2.4.13, iOS Desk app - v2.5.4) users can now mark a field related to medical records as ePHI (Electronically Protected Health Information). ePHI fields generally have data
Widgets and Tags are now supported in the Desk Android app
Hello All, In the latest version of the Desk Android app (v2.4.12), we have brought in support for widgets wherein a quick overview of your ticket stats can be viewed (for eg: Number of Open, On hold, Overdue and Unassigned tickets). Upon clicking on
Building Extensions #7: Configuration setup while building extensions - Part 3
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. In our previous post, we discussed on establishing a default connection between Zoho Desk and other Zoho or third-party
Building Extensions #6: Configuration setup while building extensions - Part 2
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. In our previous post, we introduced a part of the configuration settings required while building extensions for
Archived view is now enhanced within the Desk iOS app
Hello All, In the latest version of the Desk iOS app (v2.5.2), we have enhanced the Archived section on the app. 1) Archived label will now be added in ticket details page to indicate that the ticket is in archived view. Please refer to the screenshot
Have a Zoho Desk PDF Attachment Show on the Ticket Screen rather than having to download it.
We are using a system that emails out a report in PDF format to Zoho Desk for our staff to review but it's difficult to have to download the PDF attachment each time, we would like for there to be some sort a viewer below the ticket that shows the contents
Zoho Desk with Zoho CRM integration (vendors)
I am trying to evaluate whether Zoho Desk, part of Zoho One, is fit for my Case Management client case. More precisely, when managing a ticket for a client, there might be a dozen third parties involved, apart from the client themselves. I was thinking of creating these third parties in Zoho CRM (in tab Vendors), then maybe use that list from within Zoho Desk to send an email to a vendor for example, or get an overview of all the parties involved in a single ticket. Is this possible with Zoho One?
Which supervise rules get executed first? Top or Bottom one first? and how can i rearrange the sequence?
So we have these 2 rules that affecting each other, the expectation of execution is top from down, but somehow, ive seen couple of tickets where the bottom one gets executed first. This inconsistency may cause a lot of trouble because there is a chance
Does the Customer Happiness widget work in the new Help Center Themes?
I just noticed that none of the new Help Center themes seem to display the Customer Happiness Widget even if you enable it in the Customer Happiness settings. Is this gone for good? A work in progress? Right now it's stuck in between because the setting
Zoho Desk Community Digest - October 2020
Marketplace Updates Building Extensions #4: Uploading new extensions and updating existing extensions in Sigma Other Enhancements Going forward, you can discard article drafts created in the Knowledge Base module. You can now check for duplicate entries
Zoho Desk to Aha Integration
Has anyone got an integration between Zoho Desk and Aha. If so how have you managed to achieve this? I would like to be able to push tickets from Zoho that are either ideas of feature requests of to Aha where they are managed by the product team. Thanks
Request: Lift 32000 Character Limit
I would like to build more advanced html templates but I am limited by the 32000 character limit. It would be a great feature to have the ability to build html without having to compress or character count. Thanks
How to add or update a Product Category
Under Organization you have Products. When you create products you have an option to add a Product Category. Currently my options are: Hardware, Software, CRM Applications. I have searched on how to change this and found this page, https://help.zoho.com/portal/en/community/topic/how-to-add-a-product-category-%3F
Form in Knowledge Base that passes through the logged in user?
I'd like put a custom form in our knowledge based that logged in customers can fill out which passes through information about the logged in user. In other words, if they're already logged in to our help center I don't want them to have to tell us who
Phone queue: escape hold, to leave voicemail?
We're setting up the integration with Twilio, and running test calls. Once I go on hold, it appears there's no way to "press 0" or something, to leave a voicemail. Are we missing something?
Is it possible to automatically assign a ticket to a contact/account based on submitters email address?
Is it possible to match incoming emails to a contact and then by proxy, an account? This would allow someone to email us a request for assistance then the technician wouldn't have to go through the steps of assigning the ticket manually to the user;
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