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
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;
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
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