Not receiving notification emails
Dear Sir, We have configured to receive notifications from "Settings". But we are not getting any notifications. Am I missing something? Pl advise...
Agent cannot reply to ticket
Some users/agents have had some difficulties responding to tickets. When the user tries to respond to a ticket by clicking on the “reply all” icon, no action happens. This only happens for some users, but this agents have the exactly same permissions
Seperate departments from categories in Community
Hello, It would be nice if we can add a category in the Community apart from the departments. Our use case is: We have one support department but want to have more than one category in the community. Therefore we now have made more departments. The problem
Ticket count by status by day
Hello, We would like to follow ticket count by status by day to understand our backlog evolution (open and pending tickets). We have tried to achieve that kind of reporting with the "Reports" module but did not found how to do. So far we have managed
Closed Tickets Not Displaying
Starting this afternoon, my closed tickets are not showing up. They were there this morning. I have to search for them in the search bar. Anybody els having this issue?
Knowledgebase Permissions
Hi, Does the knowledgebase for each department stay separate from one another? I.e. an agent from one department cant see articles entered into the knowledgebase of another department? Thanks
Support Email Address limitations
I am having issues with the limitations of the Support Email Address. The docs describe that you can have unlimited From Addresses but only 100 Support Email address (Enterprise). However, this does not make sense. Scenario: xyz@mycompany.zohodesk.com
Set Reply-to when creating ticket through API
I am creating tickets through the Desk API. I assign these (based upon some criteria) to a specific department. This departments has a couple of ReplyTo email addresses defined. How can I give the ticket the knowledge of the correct ReplyTo email address?
Renaming Ticket Status / Blueprint States
Hello, I just ran in to a frustrating issue and wanted to share it. While creating a Blueprint, I went ahead and added a number of states, which I noticed actually get created in the Ticket Status page under the Customization section. After realizing that the name of some weren't ideal, I decided to rename so they made more sense. I then discovered that it isn't quite that simple... There is only an Add State option within the Blueprint editor, but no way to rename one once created. If you navigate
Here's how you can become our MVP!
The recently launched Gamescope functionality has helped our users interact with their customers better and reward them for their involvement. In that vein, we, at Zoho Desk care for our community just as much. So, we want to take a moment to tell you that your involvement is not going unnoticed. For every comment you add and every vote you cast, there are badges and points that will be added. That’s not all, the more badges you earn the higher chances you have to become our MVP! It comes with
Change 'Ticket Status' options even when associated with blueprints
I gave up trying to deal with this and just deleted my blueprint in order to use the new "on hold" feature on one of my statuses, because it is a big pain changing anything on 'Ticket Status' when they are associated with blueprints, and disassociate
Time entries for custom statuses on tickets
Hi, We're managing custom status values for our tickets, this way the Open status can have values like Open or In Progress, as well as On Hold status can have values like On Hold or Solved, because Closed cases are not the same as Solved cases in our
OAuth Token Problem
I'm trying to do an authorization request. But it doesn't give me proper error or success message. I read the documentation and I try to do what it written. Could you help me about it? My request is down below: https://accounts.zoho.com/oauth/v2/aut
Tickets, associations and reports
Hello We're a small start-up company based in Sweden and we're evaluating Zoho Desk as our ticketing system. I already sent you guys an e-mail, but in the meantime, maybe you can give me a reply on two further questions I have. Thank you :) Also, please
my radar for zoho desk is not loading.
It says loading for hours.
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
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