Get direct link to contact using API
Hi, we are using the Zoho Desk API. We are able to search for contacts, and list their tickets. We can get a direct URL link to a ticket using the 'webUrl' value. Is there a similar value for contacts? We expect an URL like this: https://help.domain.com/support/xxxx/ShowHomePage.do#Contacts/dv/17308f066637888d1f6e953b3008d4fecba4105e3b2fc97b We need toobtain a direct url link to contacts found by the search API. We have used the Contact API but the resulting structure does not contain a 'webUrl'
Audible Chat Notification Not working
I haven't changed anything to my knowledge, but the audible ring that usually goes off when I have a new chat request has stopped working and I keep missing chat requests.
Customized Work Modes?
Is it possible to display tickets in columns (like the work modes) based on a custom field (instead of Status, Due Date, or Priority)? If not, is Zoho looking at making custom modes like this possible any time soon?
Workflows Not Activating
Hello, I have multiple Workflows set up in the Accounting portion of our Zoho, as of about 9AM this morning they ceased working which is causing most of our routing to not occur. Can this be checked into? Thanks! Raymond Dean Darrah
Search for tickets I'm tagged in
How can I search for tickets I'm tagged in on our Desk portal? Not tickets where I'm assigned as the Ticket Owner - I'm looking for tickets where one of my colleagues has tagged me with @ in a comment. Thanks!
C# example and authorization
Use case is -- My website allows user to send an email to my support team. I want to require that the user of my website have a valid zoho desk ticket number already in our zoho desk system. So, all I want to do is get one ticket by number. I have not been able to get an authorization token to work (same errors as mentioned here https://help.zoho.com/portal/community/topic/getting-message-invalid-portal-in-response). But it seems I am supported to be using an OauthToken anyway. Can you please provide
Please disable the spam filter for our Help Desk
Hello, My company has recently decided to give Zoho Desk a try. However, we have a ran into a problem where any email ticket that is forwarded to the support email addresses gets automatically placed into the SPAM ticket folder. Can we get this fixed? Thank you, Pittman Dental
Embedded Chat without Floating Button
I would like to continue to use the Embedded Support Chat, however, I'm not a fan of the floating button. I would like to place my own custom button and be able to launch the embedded chat feature when it is clicked. I can't seem to find how that is possible. Any help in solving this would be appreciated.
Automatically assign time to reactions
Hello I have a small problem with the automatic allocation of the notification time. Well, I would like the new tickets to automatically get 24h to answer. After replying to the ticket, I would like his status to change to "waiting for an answer". Then, if the customer replies to my message, the ticket changed its status to "to reply" and got 24h to respond
Can you avoid showing the Priority on the customer portal?
I don't want customers to select the priority. I would like to set our own internal priority based on the request. I've created an internal priority field, which seems to work. However, when I see the requests listed I see the external priority field on the list, which the customer can select from the customer portal. I would ideally like to avoid having the customer set the priority? Can I do that? I can't seem to elect that the priority field NOT appear visible to the customer on the portal.
End User permissions
Hi I created End Users but they can see all the tickets. Please could you help me the customers need to see all tickets created until now. jcann@scottsandco.com mrowlands@scottsandco.com rwatkins@scottsandco.com
Change author of the description field
I've noticed whenever a ticket is created for a customer, the author of the description field is always the customer. Is it possible to change that to the person who actually wrote the info? Example 1 - a customer calls our support line, I take the call, and open a ticket. Rather than displaying my name under the description, is shows the customer's. I would like that to be my name instead, since I was the one who actually wrote that content. For instance, I opened a test ticket for our customer,
Planned Enhancements for Zoho Desk
Hello, Can you let me know what enhancement are on the roadmap for Zoho Desk, so that we can prepare ourselves for how we might need to change our business processes? Thanks Renu
How to get organisation id along with auth token for creating tickets using API
I just want to ask that how can i get the organisation id for using desk apis from here https://desk.zoho.com/DeskAPIDocument#Introduction
Cannot see images sent to our Zoho desk
I am not able to see images attached to email coming into our Zoho desk account. I have updated Chrome, cleared the cache, rebooted, verified being able to receive images from Zoho. All images (jpg, png, gif . . . etc) show the attached image instead of what our customer sends. This just started Friday 5/11/2018.
Where do emails go when fetching is off?
I have users that sometimes e-mail the support address but I don't always want it to automatically create a ticket. When e-mail fetching is off, is there a place I can go to see where the emails are? Or do they just disappear? Thank you!
Problems while composing a message in community forums
Hello, I have a problem when write a comment in community forums. Steps to reproduce: 1. Open community forum thread and click Comment below someone's message 2. Switch to Rich text 3. Type few lines of text and then insert a picture 4. Select a picture and try to click Best below it. It is impossible because those buttons are hovered by a panel with file attaching and Comment/Cancel buttons. See attached example image. In general, comment composing window is too small. Is it possible to make it
How to use the content highlighter in knowledgebase
I was wondering how to use the highlighters in the knowledge-base. Please see video. https://www.screencast.com/t/Vl6BnBTlYKn So much time is wasted trying to format these knowledgebase article. I can't begin to tell you how frustrating this is.
How to Disable/Delete my Zoho Desk account?
Just opened the Zoho Desk account but it's too complex and difficulty for what I need, so I want to disable/delete it but keep using Zoho Mail. So how should I proceed? Thanks!
Open the Desk app on iOS and Android from ticket link.
When I get a notification on my iOS or Android device in email for a ticket, it opens the web browser and not the native Desk app that is installed. This is a time impact as I have to log in each time. I know I could simply remember my login on my browser, but it would make sense and ENHANCE THE USER EXPERIENCE to open the native app IF installed.
Add contact and Organization look up fields
I'd like to see the ability to add contact look up and a vendor look up field for tickets. We have vendors that we report tickets to if we can't solve the issue for the client and open a ticket in their system. It would be nice to be able to assign a 'vendor' to a ticket (we work with 3) and a second contact. The second contact would be the 'vendor' contact that is working on the issue.
Help Center
We would like to give our end users the ability to create tickets through the Zoho Desk Help Center, where they can see updates to their open or closed issues in multiple departments (selectable) and also submit to a department. Forms should be dynamic and adjust to the different departments form fields. Can we customize the Help Center forms to our needs, or can we use Zoho Forms to meet our needs? If Zoho Forms, please elaborate what constitutes a user in the subscriptions: end user or agent that creates
Is Zoho Desk Email down?
None of the incoming mails are received in the Zoho Desk system. Tickets are not getting generated. I am wondering if the Zoho Desk mail server is down?
Help Center User Invite Email Issues
Good morning. I sent out a Help Center User Invite Email and re-sent it several times with no success. It is not going through to the email's inbox or spam. I tried this again with other email addresses with different domains and still, nothing going through. Could our zoho email address be blacklisted or is there something wrong with the initial email address setup? Any idea of how to resolve this? Thank you!
Creating simple VB.net Win Form app to add Ticket record.
Hi all, Hoping this will help my fellow community members who are working to build VB apps to work with Zoho Desk. I will attach code as I get each portion to work and hoping others will post theirs as well. So, the first thing I was able to do was pop a messagebox confirming my instance likes my consumed ZOHO auth key. The messagebox pops with RESULT=TRUE Form 1 Button Imports System.Net Public Class Form1 Private Sub Button1_Click(sender As Object, e As EventArgs) Handles Button1.Click
Support to Jira Integration
Is there anything on the Product Roadmap for integration with Jira? If so, can you put a date to it? Thank you!
Tickets not posting when forwarded from Outlook Address
My team has recently moved over to Zoho Desk and is loving it for the most part. We however haven't been able to get Zoho to accept emails forwarded from our IT@ Outlook 365 email address to post as tickets. I've verified the forwarding functionality by testing it with various other email addresses. All email addresses that I've tested with have accepted the forwarded emails. To me, this means that Zoho is blocking it because of it's forwarded nature possibly. Unfortunately, I don't think there are
What is the best way to create a list of customers?
I want to create a running list of customers in Zoho that I need to contact if/when a product is back in stock. Is there some type of note pad type function that can do this?
Remove as End User
I can Add as End User, but how do I revoke end user access without deleting the contact?
Is there a way to prevent one category from seeing the priority option, while keeping it around for the rest?
Hi, Our priority field now is not mandatory. There's one category we're thinking of adding where we want to prevent users from selecting a priority. Is it possible to conditionally hide the 'priority' option when this one category is selected? Thank you!
Update Emails for the comments
How would I get to know, as a Customer, when the Support team has responded to my query? Each time an email should be triggered, if there is an activity happened on the thread/ticket.
How to enable desktop notification (ie browser notification) with Zoho Desk/
I use Chrome on Linux. I have removed all blocked website from Chrome's desktop notifications. Plus, zohodesk is whitelisted (enabled). Browser notifications are working. I can visit this site and test them, and they work https://web-push-book.gauntface.com/demos/notification-examples/ But I have never seen a notification from zoho desk. I saw this forum post https://help.zoho.com/portal/zohocorp/community/topic/desktop-notification-15-10-2015 which says desktop notifications are available. What
Magento integration
It would be great if zoho worked with magento so you could pull users information on what they ordered
Embed KB in third party website
how can i embed my KB into a third party website? is there any API and documentation you can provide to help me?
embed KB in third party website
can we embed our KB to a third party website? is there any APi and documentation that can help us?
Tickets get expired in my ticket view
Hi all... hope you are well. I have seen that my ticket view doesn't display tickets older than 30 days, The view doesn't display tickets even if the tickets have a comment attached. This is getting a huge problem because we lose tickets of 30 days old How can I extend the "life" of the tickets in my view? I would like to display tickets at least 100 days old. Thanks a lot Marcello
I have Wrongly Re-branded my company domain in Zoho Desk- how to Restore to Zoho Desk Default setting
Hello, I messed up my domain mapping in zoho desk can I get help resetting it?
Answering Calls through Zoho Desk Phone App
Our team is always on the road and we do not have a stationary customer service department. We need to be able to receive company calls from our cell phones and have it linked to the zoo desk app so that we can easily log calls. How do we get this to work?
Zoho Desk has one for the team-players!
Customer service is seldom one agent's duty. So why not put more heads together and deliver better service? Introducing Teams. Zoho Desk now lets you organize your agents into teams, based on the needs of your customer service process. Configuring Teams gives your customer service agents more room to plan their day. Where one agent used to rush to tackle their tickets, agents can now come together as teams and handle tickets with ease. Teams is similar to the organization-wide Groups feature that
way to read/filter tickets by status, priority, email so on.(fieldName, fieldValue)
I still don't see a way to read/filter tickets by status, priority, email so on.(fieldName, fieldValue) i found this and i need to know if it will search in all fields? https://support.zoho.com/api/v1/search?searchStr=ProUser&from=0&limit=10&sortBy=modifiedTime&module=tickets&orgId=....................&authtoken=.................... This one will search in all parameters. not good for me. Rama.
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