Behavior After Closing Ticket
Is there a way to automatically go back out to the main Desk View (Open Tickets) from inside a ticket once that ticket has been closed? (Thereby eliminating the extra click?)
Reoccurring ticket for tasks needing completed each month??
I have searched the threads in this forum and found some related questions but the responses from Zoho were rather old. The most recent was from 1 year ago and stated that this function was on the to-do list but was not very high in priority. Has the function to create reoccurring(weekly/monthly) tickets been implemented in the past year or Is it still in the works? Thanks
Sync between Zoho Desk and Zoho CRM
I would like to Sync between Zoho Desk and Zoho CRM- with a approval. I would like for the customer to enter the customer self service portal and update their contact information in Zoho CRM, after approval.
Why deleting a department is not possible?
Depatments can only be enabled or disabled once created. Why deleting a department is not possible?
CC Agent that Submitted a ticket
Is there a way that an agent can be copied on communication to a requester when the agent submits the ticket on behalf of a customer?
CNAME subdomain issues
I added a CNAME to my domain for the desired subdomain (helpdesk.riverfoursquare.net) and pointed it to 'customer-support.zoho.com.' 'https://desk.zoho.com/support/riverfoursquare' redirects to 'https://helpdesk.riverfourquare.net/support/riverfoursquare', but the page cannot be displayed. Right now, I'd prefer to just switch it back to the default. Is there a way I can do that myself without needing to involve you guys? Thanks!
Unable to send outgoing email
When responding to a ticket, getting an error: Aw, Snap! Your response for the ticket #11619 could not be sent since the authentication failed for the SMTP server.
contact us at the bottom of some knowledge base articles
If customers have unanswered questions, we would like to have an option at the bottom of some help center articles to contact us. Is that possible and what's the easiest way to do this? A link to a (custom) ticket? A form? How? Additionally, is it possible to have a custom ticket depending on the article? for example: a customer still has a question after reading a help center article about Warranty. Can we get a "contact us" option in which the customer has to fill out a form with order reference,
How to integrate other IDPs like Google and Facebook to sign up for my area?
Hi, We want to integrate other IDPs like Google and Facebook for our users to create an account to access "My Area". Please let us know how to do that.
Tickets not creating
I have two email addresses set up: support@bookminders.zohodesk.com and apphelp@bookminders.zohodesk.com. I set these up as contacts on my exchange server and added them to my internal distribution groups. They do not consistently create tickets when i send or forward the emails to the internal distribution group. Am i doing something wrong? Thanks
Tickets not generating
My tickets are not generating when I send emails to my distribution groups associated with my zohodesk accounts. I am receiving the emails. Is something setup wrong? Also, on the sidebar i receive a notice of: "The record(s) you were trying to access is not available. It may be due to another user might have deleted the data or you are denied access to the record(s)."
Default Department - Help Center
I am customizing our help center. When customers submit a ticket, I would like a department to be selected by default. Right now the drop down for department has a default of “Please Select.” Is there a place I can change this so it by default selects the department MSL Support? Thank you for your assistance.
Cloud Telephony Integration for Zoho Desk.
I am looking for a Cloud Telephony Integration with Zoho Desk (we are based in India). We are looking for following features: (1) Missed Call Create a Ticket (automatic) (2) Accepted calls Create a case (automatic) (3) Accept the incoming call from desk and Disconnect the call from desk (4) Call details such as Inbound, Outbound, Duration etc recorded (5) Call recording is accessible from desk (6) While on call if the contact is in database - it pops and agent can edit the ticket (7) Click to call
Zoho Desk is not creating any ticket when I email to my default email address
My default support email is not working: support@vixoniccl.zohodesk.com Can somebody help me with this? Thanks!
Not receiving notification emails when ticket is created in ZohoDesk
When new tickets are created in Zoho desk we are not receiving email notifications of the ticket being created. The users can create tickets through email and I see them in ZohoDesk.
Creating folders to save closed tickets (responses)
Hello, We are trying to figure out how to create folders to save "tickets", emails we have responded to and had resolution on different subjects..
Can't receive emails
I have created an account with zoho and pointed my mx servers there. More than 12 hours have passed since and I still can't get any emails. The domain is echocheats.xyz and I'm trying to send mail to an account called payments@echocheats.xyz I'm using godaddy as my domain manager
Ticket Subject Line - Too long to view completely in open ticket
We are currently using Zoho Desk to capture support emails, and turn them into tickets. We are using it as an internal metric and support knowledge base, but wanted to allow the customer the flexibility to continue to use standard email when contacting us with an issue. Sometimes, the customer will put quite a bit of information in a subject line, and then the body of their email will simple state "See Above" or "Thanks" This becomes an issue when the subject line exceeds what ZohoDesk will show
Customer Portal: Different accesses for registered users.
We are looking for a functionality such that we can provide selective access to registered users. For example, for a group of users we can show them only ticketing when they log in but for another group we only show knowledge base and for a third group we show both knowledge base and ticketing. How can we accomplish this?
How to update comment and how to get comment records for existing ticket ?
Hello, how to update or get single comment for ticket. https://support.zoho.com/api/xml/comments/updatecomments?authtoken=#AUTHTOKEN&xml=#XMLData&portal=#PORTAL&department=#DEPARTMENT&id=CASEID https://support.zoho.com/api/json/comments/getcommentsbyid?authtoken=#AUTHTOKEN&portal=#PORTAL&department=#DEPARTMENT&id=CASEID api response : {"response":{"error":{"code":"1001","message":"Unable to process your request. Please verify whether you have entered proper method name,parameter and parameter values."}}}
Workflow Limitations
Your current workflow limitations are 20/Department/Module - for the enterprise edition. Are there any plans to raise this? I have easily met this limitation and need more in the future.
Edit template text
How can i change the template to be text instead of the weird formatting?
API to retrieve support tickets
Good morning, We are looking at using the Zoho Desk. We have a backend system that we use for all accounting & client billing. I know that I can export data out of Zoho Desk however that's a manual process and I'm looking for an automated one. Are there any web api's that we can access to extract data? I'm really only interested in the Zoho Desk ticket number, ticket description and company name. Thanks a bunch. --- Val
Adding a thread to an existing ticket
Hi, I've seen this thread (https://help.zoho.com/portal/community/topic/api-question-adding-a-thread-to-an-existing-ticket) about adding a thread to an existing ticket. However, that seems to be with an old api, while the new REST api doesn't support this anymore. Is that correct, or is there a method to do this? Also, is there a way to set the channel of a thread to anything else than e-mail? Like a custom channel? Kinf Regards, Jeroen
Zoho Desk, now smoother.
Hello! Team Zoho Desk is constantly looking at ways to improve user experience, and we have a bunch of updates on that front, all aimed at better navigation. Heads up, all of these UI enhancements are set to go live late next week. Navigating between Modules Drop-downs can be a drop in efficiency, and we see that. We've unfolded the Modules menu into a simpler format, all readily available on your Top Bar. Some key functions like Search and Quick Add have also been made more prominent, for quicker
How to update comment and how to get comment records for existing ticket ?
Hello, how to update or get single comment for ticket. https://support.zoho.com/api/xml/comments/updatecomments?authtoken=#AUTHTOKEN&xml=#XMLData&portal=#PORTAL&department=#DEPARTMENT&id=CASEID https://support.zoho.com/api/json/comments/getcommentsbyid?authtoken=#AUTHTOKEN&portal=#PORTAL&department=#DEPARTMENT&id=CASEID api response : {"response":{"error":{"code":"1001","message":"Unable to process your request. Please verify whether you have entered proper method name,parameter and parameter values."}}}
error while creating tasks
the workflow is 1. create ticket 2. create a comment 3. create a series of tasks it is able to create the ticket, create the comment, but when it comes to creating the task, it returns 403 with errormessage "The OAuth Token does not contain the scope to perform this operation." The oauth token requests scope "Desk.tasks.ALL" which is what is confusing me about the error. however i did notice that the oauth authorization page says the line "Read Create Update and Delete tasks in Zoho Connect" so i
Tables - how to change column width?
Hello! Is it possible to change column width in tables when creating an article? And another question: by default, there is no indent in paragraphs, but there IS such indent in table cells. This leads to not very good look of tables. Please, check attached screenshot. It will be great to remove first row indents in tables (and add them in paragraphs), and allow changing column widths. What do you think?
Client Notification E-mails
Hello, I was wondering if someone could help us with this one... We have Zoho Desk set up so that when a customer e-mails in, a ticket is created and they automatically receive an e-mail response letting them know that their message has been received. The same thing happens when we create a ticket in Desk - an automatic e-mail is sent to the customer. What I would like to do is change it slightly so that when a customer e-mails in, they receive an automatic response but if we manually create the
Chat not working
I see a message that states "You must have at least one public department for using Chat" I am fairly new to Zoho Desk, I have checked everywhere and under departments, I have 1 default dept. ?
Integration between Desk and Project Bugs
The Integration with Projects from Desk is great but a couple minor changes would really enhance the user experience. 1. Make sure you can see which tickets have been assigned to a Bug from the Desk Views 2. Integrate new Projects to desk automatically. 3. Integrate the language change in Projects into Desk. If Bugs has been renamed in Projects, Desk should reflect the same name change and icon used in Projects. If anyone has a solution to these 3 points, please share them.
Performance Enhancements to Search APIs
We recently detected a few performance issues that were caused by the inclusion of inessential information in responses to search APIs. In particular, ticket search APIs returned not only the custom fields in a ticket, but also the ones related to the contact in the ticket. Similarly, contact search APIs returned not only the custom fields related to a contact, but also the ones related to the account associated. This inclusion of non-vital information led to performance issues in tools that employed
Is it possible to customize Agent Login Area
I am curious to know if we have the ability to customize our portal for logging in to Zoho Desk? Right now it has a basic simple form with our company name on it. I would like to customize it with out company logo and perhaps other features.
Common Articles for different departments
Hello, We are currently evaluating Zoho desk. We have encountered a serious problem/inconsistency in organization of ticket channels and knowledge base system. We have two departments for our different support teams at different geographic locations. These two teams are supporting customers in their territory and they are supposed to receive support e-mails from different e-mail addresses. So, I created two departments, one for each team. Everything is fine up to this point. Problem is, both teams
Automatically Assigning Tickets to Offline Users
Hello, I have created a 'Round Robin' rule that automatically assigns tickets to particular group of agents inside a department. (Rule assigns tickets only to particular 3 agents out of 7 agents.) Do you have an option, such that, the tickets are always assigned to these group of agents in turn, regardless of their availability? I don't want the tickets to be assigned to remaining 4 agents. Note: I have put these 7 agents in the same department because of common knowledge-base issues. Thanks and
Enable ZOHO ASSIST on Desk
Hi Zoho, I am not able to integrate Zoho Desk and Zoho Assist. There is a message "We are unable to process your request. Please try again later." Therefore, it is not showing remote support when I need to solve ticket. My email is "jack_mai@smartvisiondirect.com" , hope you can find my organization or zoho account. Thanks
Adding Customized Flag Field in Zoho CRM Accounts & Ticket Form
I have added one list of value field labeled 'Service Contract' having values Active and Suspended in Accounts form. Now I want to reflect the same field in Ticket form. I haven't find any way expect adding one customized field in ticket form but concerns comes How to link it with source field in accounts form. the field in ticket form will populate the value same defined value. How to achieve this task? Hope to have quick response, as it is mandatory.
Subscription field in Zoho desk
Hello, we are an it support company and we are in a trial of zoho one. We are mostly going to work in desk, but we would like to use subscription. I've tested this but we are missing a essential thing. The subscription of the contact or customer is not visible in ZOHO Desk. is there a way to see this subscription through some kind of integration. Possibly through custom fields? The CRM integration only shows the contact information. The missing integration is of course the integration of Zoho Subscription
Bypassing OAuth2
Is it possible to get access token without OAuth process when our connected app is embedded as widget or webtab?
Custom function to change status of ticket
I apologize if this got double posted... Hello! We're in the process of trying to replace our existing ticketing system with Zoho Desk. One of the issues I have is that my environment has a few "agents" who are heavily dependent on email to respond to and create tickets. We seem to have gotten down the process of creating and answering tickets via email, however, I can't seem to "close" a ticket from email. In previous tools we've tested, you could put something like #CLOSED# at the bottom of
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