Changing an article title doesnt change its url
I have an issue where my url contains a date? i dont understand how this was added and i want it gone because its bad SEO. I tried solving this by changing the Articlea title but i noticed the url of the article doesnt change How can i solve this?
Zoho Desk Community Digest - Q3 2018
Top 10 Product Announcements: Zoho Desk now integrates with Zoho Books/Zoho Invoice Power your Self-Service with Google Analytics Changes to your Setup page within Zoho Desk Keep track of time and payments, now from within Zoho Desk Collaborate without compromise, with Ticket Sharing Zoho Desk now integrates with Slack A whole new facet of Search One more step towards better data protection Knowledge Base enhancements that let you rest assured Zoho Desk Software Development Kit (SDK) for Android
Automatic ticket creation from e-mail does not work
Hello, I have sent an e-mail to my custom support e-mail address, which has a forward to support@company.zohodesk.com but the ticket is not created. Only the customer was created. in Channels -> E-mail configuration I have one record for the only department. E-mail address asociated with it is support@company.zohodesk.com and automatic loading is enabled. On the other hand, in From Address configuration, I have 2 entries. One for my own address at support@company.cl, which appears as "verified" and
Populate Resolution field on Blueprint transition with existing value
Hi, The new Blueprint in Desk is great, but really annoying when you have Resolution as a required field in a closed transition and a transition that re-opens the ticket as well. Ideally, the Resolution field should be pre-populated with whatever is already in the Resolution field. At the moment what happens a lot is I'll close off a ticket with a resolution, then the client will respond with something like 'Thanks!'. Which is very nice of them but, of course, re-opens the ticket± So I have to
Formatting Options while entering a Comment
Pardon if this is a duplicate, I tried finding something like it and could not. In Zoho Desk, when adding a Comment, it appears that it is basic text only. No ability to add formatting of any kind. In our previous helpdesk software, we used the commetns, or notes area to communicate internally. With the nature of our business, this would often require highlighting information, or using formatting options to call out the important data in a lengthly internal comment. At times, we've even had to add
Zoho Desk Portal : Task
Hi Zoho Support, I would like to know if there is a setting for recurring reminder on the task?
Zoho Desk Portal - Add Task (Pop Out)
Hi Support Team, I had set up the "Add Task" and configure the "Alert Through" with "Pop up". Once the reminder initiate, I received multiple "Pop up" at once. I believe this is a bug. Kindly have a test on your end for this. Please refer the attachment for further clarification.
Provide your Customers a Unified Login Experience with Remote Authentication
Which username do I need for this service again? Wait, I am not even signed up... We've all been there. Most importantly, we know your customers hate being in that all too common position and having to create yet another account. Which is why we are pumped to introduce the newest feature in Zoho Support: remote authentication for your customers. Now you can provide your customers a seamless user experience by allowing them to access your helpdesk in Zoho Support with the same username and password
iWoWSoft: Integrate with our Solution to access knowledge base without login
Hi Zoho Support, Good day. I would like to inquire on whether it is possible to directly integrate our solution by not needing to login to view the knowledge base? Also is it possible to just show the Knowledge base tab and make the rest of the tabs invisible (My Area, Submit A Ticket)? Regards Swati Project Executive, Implementation & Support +603 4141 8133
Attach from Cloud and "BOX" issues.
Hi, I'm trying zoho-desk for our company and I found some problems. The message creation panel's attach button has "Attach from Cloud" sub-menu(but my environment is Japanese so the message is Japanese). But I can click only very narrow area where is top of sub-menu. And this sub-menu is very unstable. It's often pointed at "Select file" but its high-lighted "Attach from Cloud". Of course, I tried force-reloading but same. And one more problems, I tried "Cloud Picker" with "BOX". And I tried "Search
Intervention Sheet
Hi, Is it possible to generate an intervention sheet from a ticket? We need our client to validate the intervention of our technicians on site. Thank you
Workflow - update when non-client responds
Hello everyone, A quick question, I hope! We have a workflow set up so that any time a customer responds to a help desk ticket the due date is changed to current time + 30 minutes. That has been working really well but we've just discovered an issue. For most cases, a ticket is created when client1@example.com e-mails in. We respond and then when they reply, the workflow activates and the 'due date' is changed to current time + 30 minutes. The problem is that if someone else responds to the ticket
logging zoho remotely
I have a wordpress site and i have a app of zoho ( https://support.zoho.com/portal/dataopsinc/signin#home ) , i want to create new user remotely + login remotely if possible.so that user automatically gets login when i redirect user to zoho.
Introducing the Rich-Text Editor for Comment Boxes
One of the latest enhancements to Zoho Desk is the introduction of a rich-text editor for comment boxes across all modules. A rich-text editor provides users with the options to format text the way they want and highlight important portions in the text. While it proves to be beneficial for end-users, this enhancement also demands a change in the APIs associated with comments. Currently, comment content is delivered in API responses via the content key. The content is delivered in plaintext format
Mango Office Cloud VoIp
Hi, I would lyke to ask if is in your plan to integrate Mango Office Voip ( https://mango-office.com/de/ ) Could you help me to better understamnd how can I integrate Zoho Desk and Mango? Thanks!
SSL Certificate for my desk portal
HI I need a SSL certificado in my portal https://suporte.estudarparaoab.com.br/ Thank you
How to integrate zoho desk support api in codeigniter
Hi , My client wants me to integrate zoho support desk in his application. Got a document of this. https://desk.zoho.com/DeskAPIDocument#GettingStarted#Authentication cab anyone help me in this to bring zoho into my application. Thanks
Twilio Link for List All Tickets
Hey guys, I'm wondering if their is a way to get the Twilio link that is associated with a ticket through the List All Tickets call. Thanks Corey
How to search tickets by product id and product name?
Hi, In the former version of the API (https://support.zoho.com/api/json/requests/getrecordsbysearch), it used to be possible to search for tickets by product id or product name (using the searchfield and searchvalue request parameters) According to the following page: https://help.zoho.com/portal/kb/articles/migrating-from-xml-json-apis-to-our-new-rest-apis, the aforementioned API should map to the API described in: https://desk.zoho.com/support/APIDocument.do#Search#Search_TicketsSearchAPI i.e.
Email CC Issue
Hi Zoho Support, Zoho Client Portal Issue # 1 - We would like to sort the ordering from the image above. Is there a way to sort it? Issue # 2 - For the CC feature, it will only allow to include 1 person in loop. We would like to add multiple emails in the CC. Zoho Desk Support Issue # 1 - Same as Issue # 2 for (Zoho Client Portal). This was previously discuss with one of your colleagues "Re:[## 24706324 ##] Ticket Layout CC Field" I understand that once tickets are created, we will be able to include
Power your Self-Service with Google Analytics
Analyzing metrics related to your Help Center is crucial to maintaining a good self-service system. It's important to keep your Knowledge Base updated with relevant content, that's helpful to your customers. The Knowledge Base Dashboard available in Zoho Desk gives you limited information about existing customer interactions; like page views, popular keywords, and keyword success ratio. This is where Google Analytics can help you out. Google Analytics provides a variety of tools for everything
Copy All Agents When Responding To A Ticket
Hello, We run a very small help desk with very low traffic so we have some days where agents do not log in. It is possible via a rule or macro (or something else?) to automatically copy an agent's response to a customer to all other agents during sending? Currently, our agents have to manually type the email addresses of other agents in the CC or BCC field to keep them in copy. Any help or pointers would be appreciated. Thanks, Keith
Different forms for different departments
Hi, We are beginning to evaluate Zoho desk and I have a few questions. First, can we have a separate input form for tickets added for different departments? For example, a generic IT helpdesk ticket would include product names, versoins, etc. whereas an HR ticket would include things like new hire name, supervisor name, etc. Can we trigger a workflow based on a category? For example, if someone enters an HR ticket for a new hire, I'd want it to go to IT for account creation, then properties
exclude an account from statistics
is there a way to select a company that we don't want to have the times/etc included in the statistics? we have one account that we receive emails from that is more of an auditing alert and we don't need to respond as quickly but I don't want that bringing down our averages times for responding or resolution/
Event Show (Hide) extension in bottomland postition
Hi support team, Excuse me! Because I'm not good english. I'm buiding my Extensions. When I have incomming event, i want my extension auto showing. How can I do that. I read document and not solved problem. Please support me! Many thanks. Best Regards!
How do I disable SLA notifications in the slack integration?
I have a slack channel setup to notify my team of new tickets created. Problem is that we had to set up an SLA for all tickets as a workaround to reporting on tickets for business hours only. Now that the SLA is up the channel for new ticket notifications has become useless as we get Escalation alert upon Escalation alert even though I've only got the option to notify for new tickets selected in the integration. How do I turn off SLA escalation notifications?
Tickets are not created from our domian (@analytica.international)
Tickets are not created when a email is sent to the default channel email from our corporative email with domain @analytica.international but I can see that the email is fetched because the counter in Incoming and outgoing Bandwidth chart is increased. If I send a email from a diferent domain the system works as expected so I guess the problem is the incoming domain. Thank you very much for your help.
Can we customize the ticket data shown in the ticket list view?
Hi, we just started evaluating this product. Can we change the list view of tickets - right now its ticket #, ticket subject, status, assigned agent, few other things. Can we add fields to this view? I know we can add custom fields, but I'd like to be able to see them on the list view. Just to be clear this is what is displayed when you log in and click "tickets" on the top left of the screen.
How do departments work with users seeing other user tickets
Hi, we'd like to use this for a single group of 20 employees. It looks like when you create a ticket as a user and log in as that user, you can see all the tickets (I think). What is the criteria? How do you assign users to a single entity so they can see each other's tickets?
Space size for zoho desk
Hi, I am trying free version zoho desk. Is there any space limitation for uploading files to folders? Regards, Jack
Email chain is creating multiple tickets in support
Using Zoho Support for ticketing. Have linked our support email address to generate a ticket when receiving an email to that address. However as this email address is linked to a chain it continually creates new tickets for the same email chain. Is there a way to stop a new ticket being created for an email chain? thanks
CONSULTA
Buenas tardes, No me está funcionando la función para descargar en excel el filtro de email que he puesto, podrían indicarme cómo hacer? Muchas gracias, Valentina
Delete Help Center user personal information
Hello, If Zoho Desk Help Center users can't be deleted but just deactivated, how does this comply with GDPR? Specifically: The data subject shall have the right to obtain from the controller the erasure of personal data concerning him or her without undue delay and the controller shall have the obligation to erase personal data without undue delay where one of the following grounds applies. Best, Jon
Changes to your Setup page within Zoho Desk
Over the last few months, we've introduced several new features and integrations that have added to Zoho Desk's capabilities. To incorporate these items into the existing Setup page, we've regrouped some features, and renamed some groups. Here's a guide to help you navigate your new Setup page. Some changes that we've made: - The Organization group has been renamed to General. Some items have been retained under this group, while some have been shifted to a new group called Users and Control.
Is it possible to setup a custom message notification within the ticket form?
Hi, I'd like to know if it's possible to create a custom message that will be triggered by a certain action from within the ticket form. To be specific, I would like a notification similar to the attached that would come up if the agent is changing the Account Name associated with a contact, while still logging the ticket. Since contacts cannot be associated with multiple accounts, this could be the only way to prevent such mistakes. Custom notification from the ticket form Is this possible through
Providing annual inquiry tickets in advance to customers
We would like to grant customers the number of annual inquiry tickets in advance depending on contracted maintenance service. In this way, can we set an upper limit on the number of inquiry tickets in advance? And can a customer can see the tickets consumed and remaining?
Content is not available. Please try again after some time.
It starts with 'Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds'. Then it changes to 'Content is not available. Please try again after some time.'. I have this on several tickets now. What's up? BTW, there was an email about 'Content is not available. Please try again after some time.' and you answered the person 'This has occurred as the primary contact of the account has disabled his account. Please go to Setup->Company->Edit and make yourself the primary
Default Time Zones
Does anyone know how to do the following: 1) Set a default time zone, so that when a new user is invited it can default to the office time zone instead of making users pick from the huge list. 2) Customize the User Profile, so that when invited users join and create their password, they don't see the "Twitter" and "Facebook" fields. This is completely irrelevant in our company and looks unprofessional / confusing that we even have the fields listed. Thanks!
Please Allow Us to Turn Off Email as Required Field
We need Zoho Desk to stop not allowing us to create a ticket if we don't have the contacts email in the system. It's common for us to have contacts in the system under an account without an email address that communicate with us entirely by phone or text, a property manager for instance. If someone calls us or leaves a message for us about a service issue we need to be able to go and create a ticket quickly for that account and contact without Zoho Desk getting in the way and telling us it's not
How to create watchers on tickets ?
Hello, I would like to know how i can create watchers on Zoho Support. I have two customers ( 1 project manager and 1 Assistant of this project manager ), all tickets have been created with the project manager account but i need that his assistant could also see all the tickets. How can i do that please ? Thanks in advance for your help. Best regards, Quentin
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