TypeError: Cannot read property 'value of null Error
What is the issue with this. I have tried other browsers and deleted and update Java.
Unable to process your request
I try to add "New Holiday" in Zoho Desk, but I can add just a few of them then I got the alert that "Unable to process your request"
Set Contact Profile as Inactive
Most of my customers want their account(profiles deleted) but I do not want to delete them out as I want to keep the logs and tickets for quality purposes. Would it be possible to mark the contact (customer) as inactive? With it being set as inactive the customer would not be able to log in or create tickets (customer side & agent side) Please do consider this
Customizing Self Service Portal Invitation
Hello, is there a way to translate the service portal invitation mail?
Zoho Support Notification Issue
Hi Support, Previously, my colleague (agent) was able to receive notification such as receiving ticket reply or adding a comment. However on the 29th Aug 2018, he stop receiving any notification from the Zoho desk. Below are the attachments regarding the configuration and the notification panel which he stop receiving the notification. Appreciate you would assist on this matter. Regards, Winson
SSL Certificate for my desk portal
How do I install a certificate on my desk portal? I already have a certificate. I just can't find where to configure it. Thanks.
Assign/Route by time hours
Hi, I was trying to create an Assignment Rule by office hours but the criteria in Assign/Route and Workflows for field CreationTime only let me work with dates instead of times. So I can create a rule to assign tickets to a team after, before or between dates. What I want to do is to assign a ticket to a team between, e.g., 7-17 hours, and after 17 assign the tickets to another team. Is there any way to do that? Thanks! Regards
Map more than 2 dependency fields
Hi, We have a categorization of 4 levels in our call hirearchy. -Main category -Category -Sub category -Request How can we create dependent fields containing all 4 levels?
Ability to change Ticket Status text.
We have customers who enjoy using the back and forth feature of email/help center for tickets. But we close the requests once work is completed and the customer can re-open by simply replying to ticket. The problem we have is we get customers that get confused/upset when they see their tickets closed. We would like the ability to change the status text to anything we would like and set fall backs based on them. So instead of CLOSED, we would like to set tickets to ANSWERED. Then after a defined
Restrict to close/resolve/reopen tickets without resolution
Dears, How can I restrict to close/resolve/reopen tickets without resolution?
Anyway to stop the '...' expand option?
Hi, Does anyone know of a way to stop the body of forwarded in emails using the #original_sender thing from being hidden by the '...' button? It's very annoying not being able to see a preview of the ticket. Mark
Keep track of time and payments, now from within Zoho Desk.
Working on tens or even hundreds of tickets a day can leave your workforce lost on how much time went into what issues. This kind of information can be useful for streamlining of the team's effort, and crucial for matters like billing your customers. The Timer Zoho Desk's Time Tracker Enhancements help keep track of every second of work put in by every agent. Your team can clock in working time either manually for every ticket, or set it to automatically track the time they spend on each ticket.
Can I custom Blueprint Notifications
Hello, I've created a simple blueprint workflow. I noticed that the agents concerned ( before section) receives notification but I don't find any option for: Enabling or not these notifications Customizing these notifications as I want Thanks for your help
Blueprint: transition owners
Hi, I've been creating Blueprints in Zoho Desk and it is awesome. But I wonder how the Transition Owners configuration works. If I put only one agent as Transition Owner, all the other agents in the department can perform the transition. I though that only the owner could perform the transition. Is this a bug or did I not understood how it works? Thanks in advance, Regards
Department view - sudden change of due date
Hello, It appears that Desk has change this afternoon. When in Derpartment View, tickets used to have the due date after them e.g. Ticket title - department name - 06 August Now this has changed to: Ticket title - department name - 1 day remaining Can I have this changed back please? It's pretty annoying when you have been used to working one way and then Zoho change something without notice or an obvious way to change it back to the way it was.
Desktop notifications when a new ticket arrives
Is there a way to get real time notifications when a new ticket arrives. I'm looking for a pop up on a browser not an email or sms message. I know if you are looking at Zoho support you will see a popup in the bottom right but I need to see the notification when we are working on our site and not staring at Zoho support. Is this possible? Browsers used our Safari, Chrome, Firefox.
new emails create tickets but do not fill in required fields.
I'm looking for some community advice on this. We let our customers send us support requests via our email address "support@compname.com". Works great. But when the ticket is created we want to auto ask the customer to still login to the portal and fill in the required fields (e.g which product, model, etc..). I'm looking for advice on how to best handle this scenario. thanks, jack
Can I customize desktop notifications?
Love that I get deskbot notifications in Cliq...however, I'd like to modify the stock notification to include the ticket subject and perhaps the customer. Here's what I get now: Ticket Reopened in Zoho Desk New customer reply has reopened the ticket #4953 owned by you. Here's what I'd like to get: Ticket Reopened in Zoho Desk New customer reply has reopened the ticket #4953 owned by you with subject Website Down from ABC Corp. Is it possible to modify the deskbot messages? thanks, Scott
mandatory fields when closing ticket
Hi, how can i deny closing tickets without filling all mandatory fields, custom or system fields ?
Can I reply to emails with links to KB articles easily?
How can I easily attach KB articles to emails when responding to service issues and requests? I know I can cut/paste but there must be an easier way?
Ticket Peek Search Bar VERY ANNOYING
We love using the "Ticket Peek" function although still in beta. The worst part of it is the search function on the left of the panel. Every time we opened a peek panel and want to type a reply to a customer, the cursor will automatically jump to the search. Please DISABLE SEARCH or fix this so that search is an option and would not interfere with message replying. thanks.
How to know which Tickets have a a Bug Filed for it
Dear Zoho Desk Support, We need to know how to find if a Desk Ticket has a Bug associated with it but in a "massive" way let's say a "View" that shows that for a certain pool of tickets. Is this possible at all???? Please your help with this question and thanks as always!! Kind Regards
CRM Purchase Order integrations
Hi, I wonder if there is any way to interact with Zoho Desk tickets from CRM Purchase Orders. I've been reading docs but I can't find a way to (e.g) close a ticket on a Purchase Order event. Or creating a Purchase Order in CRM after a Ticket even (e.g.: state change, or approval ...). Thanks in advance. Regards
Any way to update 400+ Tickets massively from certain Status to another one?
Hello there guys, As the title implies we're trying to update certain tickets from a certain status to another one, nevertheless we're not being able to as most of them don't appear on the "Views" itself but they do appear as "Reports" so we can't update them quick enough. Is there a way to effectively update those tickets massively using either the API or something else I've attached the file with all the desired Tickets that we need to update and change from Status --> "Atención Cerrada" to -->
Priority-based SLA
Hello, Priority based SLA is not changing after updating ticket SLA. See attached screen.
XML/JSON APIs to be Deprecated Soon
This is to inform you that Zoho Desk's old XML/JSON APIs have reached their end-of-life period now and will be fully deprecated on Feb 17, 2019. Therefore, we strongly recommend you to switch to our new REST APIs, which were released last year. The new APIs provide richer features and ensure better performance and reliability. The new APIs work like the XML/JSON ones, but the syntax, output, and methods adhere to the RESTful architecture. Please refer to our API documentation to learn more about
Problems with criteria triggering workflows
Example: I have a department with 2 email addresses, example@abc.zohodesk.com and test@abc.zohodesk.com. I've disabled all the default notifications. I want a workflow that triggers an alert IF the email is sent to example@abc.zohodesk.com AND the subject doesn't contain "test" or "example". I create a workflow with the following: Execute on: Create Criteria: To address is example@abc.zohodesk.com AND Subject doesn't contain test OR Subject doesn't contain example Criteria pattern:
How create a ticket view with my followed ticket ?
Hello, I'm looking for creating a ticket view dedicated for the ticket I follow. I don't know how to do it as criterias given for the view creation don't plan this case Thanks for your help
Can GMail aliases be used with Desk or are dedicated email addresses required?
The thread title says it all. Let's suppose I create (2) Desk departments: PC Support iPad support Can I use two gmail aliases like this? PCsupport@mycompany.com link to PCsupport@mycompany.zohodesk.com iPadsupport@mycompany.com link to iPadsupport@mycompany.zohodesk.com Or do I need to create (2) dedicated Gmail addresses? Thank You
Do Agents Who Are in Multiple Departments Have the Ability to Set Their Phone Status to Different Statuses in Different Departments?
Do agents who are assigned to two or more departments have the ability to set their phone status to offline in one department and be online in the other? Thanks in advance.
How could my agents track time in Support?
I want to offer my agents in Zoho Desk to track their time spent on this or that ticket. Now they only could manually enter this data. But I do not like this. How they could use start/stop timer? And not relying on personal productivity?
Matrix Report Not Showing Data HELP
Hello When i generate a Matrix Report on Tickets By Status i get all zero. No data actually, i dont know what i am doing wrong! HELPS
Desk API Export
We would like to have the ability to export our stats (Happiness rating, initial response times) to our main/public web site using the Zoho Desk API. We would like to be able to configure which stats to export. For example; only first response, not resolution times, time period (last 30 days), only happy/frowny faces (no okay faces), and customize the layout a little bit. We would use this to advertise support services on our web site to make us look professional and competitive.
Access control origin error when i'm calling the getRecords method
Hi everyone, I'm trying to create a script which will create automatically a new task in trello when my customer create a ticket in Zoho support. To do that i need to use the getRecords method of Zoho Support API but this is where my problem starts. Indeed, when i use this url : https://support.zoho.com/api/json/requests/getrecords?authtoken=MY-AUTH-TOKEN-HERE&portal=My-PORTAL-HERE&department=MY-DEPARTMENT-HERE directly into my browser it works well, i get the json return. But when i'm trying
Can Zoho do SLA reporting?
I'm being requested to show SLA information from the Zoho Support Application. I need to show how many requests went over SLA? I looked under Reporting but I do not see any "SLA" specific reports. Is this something Zoho Support application can do?
No more ticket created from mailsin Zoho Desk
Hi, I am currently encoutnering a weird problem, when I transfer a mail to Zoho Desk from my professional email address, ticket are not created anymore! If I do it from another email address (Gmail), it works. The weirdest thing is thatht I've got some "jumps" between the number of my tickets. The last one I've managed to created normally with my professionnal address was number 252 and the last one I've managed to create (with gmail address) was number 261. In between, no ticket shows up! (I guess
Layouts just got a whole lot more customizable!
Dear Customers, Layouts help you organize your fields in each module. They help you quickly get to the information you care about the most. Until now, you could modify layouts and create custom fields only at the organization level. Today, we've made layouts more customizable. Each department can now have its own layout. Agents can create and use custom fields within each department, without interfering with those in another department. They can also configure department-specific picklist values
Round Robin Waiting on/On Hold
Hi, With the Round Robin feature of Zoho, does it factor in the number of On Hold/Waiting On tickets an agent has assigned to them? If so, is there a way to make it avoid doing that, the group I work with tend to have a fair few Waiting on tickets and they dont want that to interfere with the assignment rules. Thanks Ray
Simple Agent Notifications for Assigned tickets
Good morning. I'm trying to set up some simple notifications to help our agents self-manage their tickets. They are not routinely using Zoho Desk, which means tickets can sometimes get left or forgotten about. I've tried setting a few things up, but I always seem to be battling against the limitations of the system, most usually the 'Business Hours' as I don't want to send lots of emails when the agents are not working, but I do want a notification next time they are working. Please tell me there
How to set Ticket View to "Oldest First"
Hi dears, Zoho Desk is perfect. We love it. One question: can I set the default ticket list view for my organization to "Oldest First" ?
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