Pick List Options When Creating a Forum Post
I just made another post which made me come across the "Category" drop down that is part of creating a new post. I think the amount of Category choices and sub category choices are not user friendly. It was very cumbersome to have to scroll through the
Not able to change My existing email
Hi Team, I am not able to change my existing email My existing email is - arpit@neodove.com and desired email- help@neodove.com Please process it or let me know how to do it.
Setting Width of KB articles
How can I set the width for the KB article for formatting like I would in a simple word document? I do not want the KB articles to be as wide as they are due to it making the formatting I had in my word document not look good anymore.
Acknowledge TOS
I would like to propose adding a functionality when Users/Contacts are first enabled to the Zoho Desk Portal, they are presented with a checkbox or a button that requires that they accept our Support Terms of Service before entering the Support Portal,
Contacts unmapped with CRM
Hello Zoho Support, There is a filter on Zoho Desk 'Customers' GUI called "Contacts unmapped with CRM". Is there a way to conduct a similar search using Zoho Desk API's? Our org uses both CRM and Desk. We have enabled two-way sync between both these
Remove Spam Filter
We've run into the issue a lot of messages are getting put into SPAM for us that are not spam. Can you please either: 1) Give us the ability to whitelist certain domains (or email addresses) to bypass the spam filter. or 2) Remove the spam filter from our account Thank you, Ernie
Desk to Cliq > remote assist link
HI is there a way to integrate desk to cliq so that when I start up a remote support session, instead of sending out an email, I can send the link to my cliq users?
Custom Filter for Tickets Due Today
I'm trying to create a filter that would only display the tickets that are due today and nothing else, but I can't seem to do it. There's nothing like: "Due Date" + "is" + "today" Any other ways to achieve this?
Getting alerted way too often. What are we doing wrong?
We’ve created a workflow alert to notify us when a certain kind of ticket is created, so we jump on it immediately. But the workflow rule associated with that alert executes every hour, which is not the frequency we require. Is there a way to change how
Display referenced and mentioned community topics similar gitlab or github issues
We'd like to have facility for link community topics even under discussion, idea, question or under other department, category topic with certain topic status That definitely helpful for users to reference other people's topics, or company responses, implementation details, suggested development details, announcements and more. Also helpful to avoid duplicate topics and keep those closed duplicate topics listed under main thread An example, github issues field. I think every developer know how
Zoho email notifications not working consistently
I work for a company using Zoho Desk as a support ticketing system. When someone emails the support queue, a new ticket is created in Zoho and I receive an email. However, when someone fills out the form on our website a new ticket is created, but no
Search solutions from request
Hi, I would like for support reps to be able to search solutions from the request page using the request description and/or the request subject as context. Currently, they have to take multiple steps to accomplish this - copy the text, paste in search
ZOHO Desk OAuth tokens
Hi, I have some code that get invoked every day and fetch ZOHO tickets. This is Working fine using authtokens. Since this method has been deprecated, I'm trying to change my code and use OAuth tokens instead. I've followed https://desk.zoho.com/DeskAPIDocument#OauthTokens#RegisteringAClient and
Migrate from Remote Authentication to SAML single sign-on method
Hi, I saw that Remote Authentication will be deprecated soon, and have some questions when try to use SAML single sign-on method as you recommended. Currently, we automatically sign up our valid user to zoho desk with Remote Authentication "Sign-up Operation"
Customer Reply not seen on Zoho Desk, but is seen in email id
When we reply to a customer after creating ticket, he gets the reply when he replies we do not see the customer's reply. We have to refer to the email id on which we get the reply. Thank you.
Radar for Zoho Desk Blocking Close Button
Please fix this issue.
Can we post a comment to a ticket using API?
Is it possible to post a comment to a ticket using API?
Community Post - Why is it a ticket?
I am evaluating using Zoho Desk, but I am experiencing unexpected behaviour. Why when a user (not an agent) posts something in the Community section that it becomes a ticket? Have I not configured something correctly. Becoming a ticket, means I need to
Is there a way to manually apply a blueprint to a ticket which isn't controlled by a blueprint?
One of our agents did manually create a ticket on the helpdesk department because the customer did contact him directly over his personal email. The manually created ticket somehow didn't trigger the default blueprint and the agent did not become aware
i would like to enable a disabled category
The knowledge base says that i should be able to toggle on a category. I can't. On the "inactive" tab of the categories there is no toggle. So how can I enable a category again? I can't do it from the department view and neither from the community v
My ticket is stop updating at 12 Nov 2020, how to solve this problem.
My ticket is stop updating at 12 Nov 2020, how to solve this problem.
Problem: cc and bcc fields do show a "d" character in them when they are selected/focused via mouse pointer during ticket reply
This behaviour breaks the name entry process and the "d" character has to be deleted first to be able to enter a name. If the cc/bcc fields are only selected with one mouse click then the problem does not appear on my PC but other users do experience
Working with multple companies
Hi there. I'm working as a support agent for one company and I'm using my email to login into Zoho Desk. Now, I'm going to be hired by another different company also as an agent and they also use Zoho Desk, can I use my same email account to login on
Is there other options for Remote Access besides SAML?
Hi, our application is currently configured based off this document as described in this document, Remote Authentication - Zoho Desk Knowledgebase, to SSO users from our application to zoho Help Center homepage. Our application is not currently configured
Total an agent's time in Online status?
We can see how much time agents spent in calls, but we need something different: their total time spent in Online status. Can't find this anywhere in help or this forum! What are we missing?? And/or, are there standard reports for agent activity, or
How can i hide button
in help Center page How can I hide the login button and the tickets button
We require some kind of an equivalent to the "Page Break" functionality for the KB articles
When you try to export a KB article to pdf, word etc the result becomes very inconvenient to read because of the uncontrolled and sporadically created page breaks between the pages. We definitely need to be able to set some "Page Break" points on the
Light Agents - New Tickets
Guys, In Desk, we have created several departments - including Order Entry. Within this department, we've created ticket layouts and templates to facilitate our sales reps submitting their order docs. From within CRM, I'd like our rep to be able to create
Multiple dependency fields on Zoho Desk
Hi, Is there some special setting in Zoho Desk that let me create a dependency field between 3 or more fields? This is the situation: we have several customers and we identify them with a special field "Customer". Then, in order to ease the definition
Not Receiving New Ticket Emails
Hello, For some time I was receiving updates when a new ticket was created with no issue. Recently I have not been notified when a new ticket was created. Looking back through my email, there is a lack of parity between the ticketing system and the emails in my Inbox. This is a big problem and has caused some tickets to go unanswered for long periods. This may be a misconfiguration on our end, however I did not make any changes to my preferences before this started happening that I can remember.
Agent auto logout - Session Idle Timeout
Is there any way of automatically logging out an Agent via a session idle timeout? Either that or changing the Agent Status to Offline after a pre determined session idle time? The agent availabiltiy is skewing my report metrics as Agents forget to logout
Unable to process your request
Folks, Created new role and permission and assigning it to a user. Won't let me save with the error message in the subject. Also doesn't let me save the original role and permission. Can you check this ASAP please? JV
How to Edit Contact Reply Template
In Zoho Desk. When we reply to a ticket, where do we customize that reply template? We customized all the others, but can't find the reply template.
Reset ticket number counter
Hi, Is there a way to reset the ticket number counter? After performing various tests we now want to reset all ticket number counters and start normal operations with actual customers. Thanks in advance
How to set up an alert/report based on the ticket age
Hi, I would like to have an automated alert once the ticket age has reached 60 days or more, and not sure how to it. I tried the Supervise option, with Criteria "Hours since created" + is Greater than + 1440 (60 days), but it would not go beyond 720 hours or 30 days. I tried the Global reports and though I can setup a criteria for that (Age in Days > 60), it doesn't give me a column of the ticket age on the report output. And the filter is only until 6 months or last 180 days. Is there a better way
ASAP API - Open "Add Ticket" in ASAP for jwt logged-in user.
through the following code: create(prefill?: { subject?: string; description?: string; }): void { window.ZohoHCAsapSettings.ticketsSettings = { preFillFields: { subject: { defaultValue: prefill.subject || "", }, description: {
ASAP API Hide name and email in chat tab when user logged-in
through the following code I can prefill name and email. I'd like to know how to hide these fields, because I don't want my user to change them and pretend others. window.ZohoHCAsapSettings.zohoChatSettings = { salesIQOptions: { email: iam.user.email,
ASAP API detect users' actions
I'd like to know when user click on add tick button, so I can prefill/clear subject and description in the form. Or notify me when user submit a ticket, so I can clear these fields When a user click on report bug on my web app, I will open asap add ticket
Error thrown when change language through ASAP API
Following is a codepen to reproduce it: https://codepen.io/uchihayuki/pen/vYKwmJE?editors=1111 Click either on Chinese or English, an error will be thrown, then the Asap widget disappeared... when I run it in chrome locally, console shows: react.vendor.1aa51f24d953e4b80e95_.js:25
Create a ticket alarm
Hello there; System registered cases 1- I want to get an alert about recordings that have been called but have not been answered. 2 - I want to get alerts about calls that are open for X days What method should be followed for this?
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