What exactly updates the modifiedTime key?
Do any changes to the ticket (including automatic updates, api calls, ticket status changes, replies, and comments) update the "modifiedTime" value or only when an agent opens the edit menu and saves it (with the screen pulled up via the "e" key shortcut)?
Adding Secondary Email
Why is my email mark as spam when i try adding it as a secondary email?
Using Supervise Rules
Hi, I need some help with configuring an alert to be sent upon 5 days case age- but only 1 email exactly on the day the criteria were met. I tried to configure this on Supervise with below setting and attached is the result. Please note these details are gathered from the History tab of each ticket. Hours since created + is + 120 AND Escalated to + is empty Please confirm: 1. Since the rule runs on hourly basis, is it supposed to send alerts for the same ticket every hour even though my criteria
Can i disable the Anti-Spam filter for Zoho Desk?
Many important tickets are getting posted under the Spam folder. Can you please disable the Anti-Spam filter for our Zoho Desk or allow us to disable it somewhere? Thanks in advance.
Anyone else having an issue with replies not showing up for hours?
A few weeks ago I started seeing a glitch, I have a ticket open but it gets fixed then comes back I have my email set up to forward customer replies to Zoho where they show up in the ticket system. Because Zoho still doesn't have VERP enabled or anything else implemented so that I can just reply back to their emails, I have to WAIT until the email shows up in the ticket system before replying. Normally, it's fast. Like seconds or minutes. About 2 weeks or so ago, it started taking hours. I screamed
Zoho Search Functionality
Hello, I have a query in relation to the search functionality. In our system, we search off a word labelled Indium. It sporadically will pull up on some tickets with Indium and other tickets it will not pull up even if Indium is in the email. So my question is, what exactly does the search function in Zoho pull off of? What is it exactly comparing it to? Thanks! Ray Darrah
Ticket Reply with Hyperlinks to a network file location.
Hello All, I am looking for a way to send a ticket reply that would include a hyperlink to a file location on our local network. Because the file location may be different for each ticket I would like to base it on one of my custom ticket fields. My thought was to create a reply template using something like: <a href="file:///\\Full Server Name\ ${Cases.URLFieldTest}> Click here for your report</a> So far the only way I have been able to get this to work is to inset the link then edit the html. This
Global and Scheduled Reports Limit
Hi, Is there a limit to the number of global and scheduled reports that I can configure? Thanks.
Chat Features and Pre-Chat
Is there any way to possibly change the fields in the chat of Zoho Desk. For example to remove the requirement of inserting the email field. or selecting between support Category before chatting?
REGISTRO CNAME
Hola Buenas tardes, no puedo acceder una vez que agrego el cname a mi cpanel. me arroja el siguiente mensaje Not Found The requested URL /support/helpge/ShowHomePage.do was not found on this server. Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
Contact address API
Hello, How do we pass the whole address in Zoho Desk Contact module via API ? Thanks for your help. Best Regards, Thierry C.
reports
Why do I see so many different numbers when trying to find how many tickets are not closed by agent?
Adding sub-section results in "Unable to process your request" message
I'm trying to add a Security sub-section to my KB, but it results in a "Unable to process your request" message popping up. If I edit an article, and try to create the sub-section that way, it reports that "This name is taken" I have a feeling I created it quite some time ago and deleted it, but can't find it in recycle bin to recover. Any suggestions? Thanks, Angus.
Remote authentication with WordPress anyone?
Has anyone come up with a unified authentication from a WordPress site (self-hosted) into Zoho Support? I've read the documentation already but can't quite figure out how to make it work. Thanks, Jeff
I made a mistake when changing my domain
I made a mistake when changing my domain name and now I can not access my site. I would like you to help me restore it.
can someone help me with these 4 issues.
i am setting up zoho desk, running into couple of issues. 1. i setup domain change to support.avigosystems.com, but when I go to the domain the SSL cert thats on the server shows that the site is unsecure. - thats not good, I do not want customers to see this. 2. when i go to my support site the support.avigosystems.com this is support site for customer. I put my logo but next to the logo on the right there is my company name listed there. I dont need my compnay name 2 times. As my logo is already
I am looking for that person who guide me for zoho Basic ?
If any one there please help me Thanks
Create ticket API integration error
I am not able to find the url destination for creating a new ticket with python through xml data. The error in python says check the parameters used. import urllib.request authtoken = '#######' OAuth="Desk.tickets.CREATE" params = {'authtoken': authtoken,'scope':'supportapi', 'xmlData':'<ticket><row no="3"><FL val="CONTACT NAME">JOHN</FL> <FL val="EMAIL">JOHN@JJ.COM</FL> <FL val="PHONE"> 555-555-5555 </FL> <FL val="SUBJECT"> NOT ABLE TO FIND CS </FL> <FL val="DESCRIPTION"> INFO NOT GIVEN ANYWHERE
Classifications for different departments
Hello, I was wondering if it is possible to display different classifications for tickets based on department. For example, we are using Zoho desk for IT and Maintenance requests. We would like to have classifications like plumbing,heating,custodial only show if the user chooses the maintenance department.
Custom ticket status' for different channels
It would be useful if we could have different ticket status' for different support desks For example, our report support might want a status to say 'report sent to formatter' but this same status would not be applicable to our IT support team
Free Edition Trial
Hi, How can I trial the free version features? It seems, unlike say CRM, I can't downgrade from the trial to the free version. I am just trying it out and getting my head around the features but I would rather do this with the free version being the edition we will be using. Thanks, James
Get ticket by number returns empty
Hello , As said in the subject, I try to get a ticket by entering its number in parameters. Everything goes well but Postman tells me that there is no content (204 - No Content). Bug or Help ? s/shot attached. Best Regards, Thierry C.
Change Company/SLA on Ticket according to Domain email comes from
If I have an email come in from user1@company.com or user2@company.com or any user from that domain - I want the ticket to change to the Account name and activate the SLA I have assigned to that account so the ticket times starts as soon as it arrives. I know I can assign contacts to an account and that links them but if I have a company with hundreds of users, that's not a practical option. I couldn't find a way to do it with a rule or workflow - I couldn't see how to use a wildcard i.e *@company.com.
Certificate Error
I recently added a support subdomain to my site using Domain Mapping which links to https://desk.zoho.com/support/mydomain but the link is not secure and throws a certificate error. How do I ensure me and my clients are using https?
Cant send reply to user on zoho desk
Hi, Every time I try to reply to a user request I get the message that the email cant be sent, please try again?
Domain Mapping
Hi, I tried to do the url domain mapping thing and now when I click on zoho desk, it directs me to my web address but it says 400 Bad Request. What should I do, I can't figure out a way to get back to the original desk application. Thanks. Roberto
Digital Fax emails not coming into Zoho Desk
We recently set up an account to receive faxes via email with freepbx.pbx. When faxes come in as a pdf attachment to our email address and is forwarded to our zoho desk account - nothing shows up. We even tried sending directly to zohodesk.com address and it was not received. Please advise.
Attach a KB to a ticket
Hi, Is there a way to attach a KB, from help center, to a ticket? Agent to agent or agent to contact. Cheers.
Enhancements to the Get All Departments and List All Agents APIs
We recently observed some performance issues in the Get all departments API. Our root cause analysis revealed that these issues were caused by the inclusion of the associatedAgentIds key in the API response. To eliminate this performance issue, we have decided to deprecate this key from the API response. However, this change does not affect the Get a department API. So, as an alternative, you can get the associatedAgentIds key through the response to this API. Besides, we have also enhanced the Get
Client Receives a Notification Email Even When We Create The Ticket
On our Automated settings on Desk configurations, the option 'Receiving a new ticket' is set on. It works fine when a client's e-mail comes to us and he or she receives back the notification e-mail we have customized. But recently we're having problem with another kind of situation. In some cases we need to create a ticket just to be aligned with a task. This recently created ticket, although, is not filled with a message to the client: it keeps empty. We discover, however, that even on this cases
Wish to change support email prefix
When my company originally looked at the Zoho Desk product over a year ago, they made some selections with the intention of exploring/testing the product. Now I find myself in a situation where I would like to change these configurations. Specifically, if the the prefix for the email was originally configured as @XYZ.zohosupport.com and i wish to change that to @ZYX.zohosupport.com, how would I make this change?
Time enter using moible app
Is there a way to enter a time spent on a ticket using the mobile app?
Getting incoming CRM web form requests as tickets in Desk
Hi, We have a CRM web form on our website, and use Desk for customer support. Currently, we've set it up so that we receive a notification ticket for the web form from CRM into Desk and that ticket's Description holds all the information about the web form request, i.e. name, email address, message content, etc. Because of the way the ticket is generated, we cannot simply hit Reply to it, as the contact detail info on the left-hand side is not filled in with the contact info the user entered in the
API Help
I am trying to use the Zoho Desk API and I have a couple of questions: 1 ) Does the token that I generate by clicking here (https://accounts.zoho.com/apiauthtoken/create?SCOPE=ZohoSupport/supportapi,ZohoSearch/SearchAPI) expire. if so, how would I generate again the token programatically, I have not been able to do it. 2) I am able to query all contacts or tickets; however, I have not been able to create one using the API calls you provide. Is it because I only have READ scope. if so, how would i
New Employee unable to accept invitation
Hi, On our Zoho we just brought in a new employee. I've sent him the invitation about three times but each time I send it, he accepts it and it just trys to sign him up for a free account. Is there an issue with onboarding people into the system right now or are we just falling into an easily fixed error? For reference the agents name in the system in Michael Futa.
Make ListTickets API More Robust With Field Filtering
Specifically I'd like to be able to fetch tickets that have an assigned due date and are open (ideally sorted by due date). This would allow me to track tickets that are due, generate customized reporting, and send notifications through a variety of channels. But being able to filter based on any arbitrary field in the schema would be incredible. (Have you considered GraphQL?)
Content is not available. Please try again after some time.
Hi guys, I've found that when we try raising a ticket in Zoho Desk that we get the following message: Content is not available. Please try again after some time. I noticed another forum 9 days ago was due to an issue internally within the Zoho system and it's been marked as solved: https://help.zoho.com/portal/zohocorp/community/topic/content-is-not-available-please-try-again-after-some-time Any ideas or anyone else that's experiencing the same thing? Thanks in advance, Stuart
SSO Implementation
There is any SSO solution that users can log in to their Zoho Desk account from client application I am A rails Developer and integrating zoho crm by using rubyzoho gem and I want to login to ZOHO Desk account to my application user from my application. Thanks
Viewing which tickets need replying to
What is the easiest way to view which of your tickets still need replying to?
Updates to Threads APIs and the List All Attachments API
At Zoho Desk, we believe that convenience and consistency are key factors in delivering a good user experience, be it for the end-users of Zoho Desk or the developers who build upon Desk's features and functionalities. As an extension of this belief, we have now updated a payload parameter pertaining to the APIs for ticket threads and a query parameter pertaining to a ticket attachments API. Here is more information on these two updates: 1. Replacing uploads with attachmentIds in Threads APIs Currently,
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