"Leads" from Zoho CRM Import
We've been using the Zoho Support and CRM integration successfully (while it is some extra time for us to have to manually sync it a few times a day, its manageable), but it seems there may be something fairly large missing: The import of leads. So far the only thing that has been importing for us has been contacts and accounts, however we have non-contacts/accounts email us interested in our services. Because of the discrepancy, we have to manually create a lead with contact details in both pieces
Zoho Reply API issue
I want to reply from my appplication using zoho api name[reply] and pass fromaddress="test@gmail.com" and toaddress="support@sigmasolve.zohodesk.com" at that time giving below error..can you help me..? This is my API :- https://support.zoho.com/api/xml/cases/reply? authtoken=c363303f08f1c7c28d098df319817a1e&portal=sigmasolve&department=sigmasolve&id=211163000000222003& fromaddress=test@gmail.com&toaddress=support@sigmasolve.zohodesk.com& content=sample22 test from nop&subject=testing2 This is my
Consolidate Ticket Views
Hi, Is there any way we can customize/clean up the ticket view options in Zoho Desk? I have 15 different views available, but I'd like to turn off the ones I don't need and create/manage custom ticket views that I've created. For example: - All Tickets - Open Tickets - Closed Tickets - Tickets for Review I understand that the templates are there to help others, but I'd like to be able to turn them off if I'm not using htem.
insert already existing ticket thread
How to insert already existing ticket thread data through API with passing XML data... Is there any API available ? can you help me..?
Invitation emails won't be sent
Hi there, When inviting a new user from our Zoho Desk, the invitation email doesn't get sent anymore. I've changed the texts in the template, but still no result. To check if there was any issue with the recipient, I sent a test invitation to a dummy account in our company and did a mail trace. The invitation was never offered to the account, so it looks like something is going wrong on the Zoho Desk side. Can someone help me solving this issue?
Support ticket closure not triggering Customer Happiness Survey
Hey Zoho, New to the desk and Zoho, could someone explain why my customers are not receiving registration e-mails, or satisfaction surveys?
Zoho Desk Exporting Question
Hi, I'm looking to export all the tickets for a specific view which is a fairly easy task in and of itself. I just was wondering if there was a possible way to make it so that the exported sheet of tickets can make a note of whether it has an attachment on there. I'm looking to go through invoices and our emails with attachments tend to be our invoices and I want a quick way of picking them out! Thanks!
Custom Views, Labels, and Color-Coding in Zoho Desk
Are there novelties about customizing the Tickets Views with Fields, Labels, and Color Coding in ZOHO Desk? Best Regards Claudio Caffa
Multiple Departments in Livechat
It is possible for a customer to select what department they want to speak with in live chat. For instance Support, Billing, Sales?
Delete Agents/Users
I'd like to delete an agent/user entirely rather than simply deactivate. Can this be done?
SPAM
My own replies are getting marked as spam. How do I stop that?
Order Starred Views by Alphabetically?
Hi, we have created a few views and mark them as Starred. In the Starred View list, the order is by creation date. Is it possible to order it by view name alphabetically??
Credit Card info stored in Chat
When a customer initiates a chat session and offers their Credit Card information. Once the Chat is closed it is then created into a ticket. I notice that in all formats 4711-1234-5678-9012 or 4711 1234 5678 9012 or 4711123456789012 all this is store in the ticket without being masked. Are there any plans to mask this type of string on a current conversation or in a closed ticket, or is this there a way we can mask it our selves?
Zoho Desk API Time Entry - Limited Success using commands
I have begun using some of the Ticket Time Entry API calls with limited success. For example, This command returns good data: curl -X GET https://desk.zoho.com/api/v1/tickets/143060000002887087/timeEntry -H "orgId:12345" -H "Authorization:Zoho-authtoken 12345" (for this post, I removed the actual org Id and auth token) So I can retrieve any time entry data for a ticket, but I cannot add a time Entry to an existing ticket! That is my problem. This is an example of the command I use, but the response
Amazon Connect on Zoho.eu for Desk
It is good to see that Amazon Connect is supported in the US but will it be available on the EU server too?
Run Round Robin Feature After Record Has Been Created
I am new to the Zoho Desk program and have run into a unique need right away. It appears that the Round Robin feature only works when a new ticket is received. In our use case, each ticket needs to be reviewed and fields updated prior to assigning to our agents (using round robin logic). Am I correct that the system, as designed, will not accommodate this need? Is there a way to call the Round Robin feature via custom functions?
Unable to process your request
Good day, when trying to add a new agent, I keep getting a "unable to process your request" and some field are in red, but no matter what I do it will not add a new agent.
Help! Switching from Zendesk to Zoho Desk using Zwitch
I am migrating from zendesk to zoho desk via the Zwitch in Zoho Desk. I was told an email would be sent to tell me how long the migration should take. However I have checked every folder and never go it. It has been in migration status for 16 hours now. In Zendesk I have 114 organizations and a total of 400 tickets and think that this time is excessive for not alot of data. Is this normal? How do I know it has not hit a glitch? Anyway I can manually stop and restart it? What is the typical time
invalid_user when logging into support portal
Hi, I'm unable log into the support portal to raise tickets. When logging in using the Zoho link, I am taken to a permissions page which I accept. I'm then redirected to an "invalid_user" error page, and I'm unable to go any further. Is there anything I can check?
Zoho Desk user 'closed' and cannot activate
I am trying to activate a user but it appears as CLOSED, so I cannot activate it. Please help.
Is There a Way to Downgrade My Zoho Desk to the Free Version
Is there a link to downgrade my Zoho Desk to the free version from my dashboard without waiting for the trial ends. Thanks Surya
How to associate more then one contracts in one account?
Hello, My name is Juliano, im from Brazil and recently we update our version of ZOHO Support to Enterprise. We made that change because we need to associate the contracts to the products and the accounts, but we dont find that options in the portal. How
Open ticket and email.
When a customer has a problem, I create a ticket with his name and after I create, I send to the company that makes the products I sell. The manufacturer's emails are always the same. 2 questions:
1 - Is this correct way to create the ticket with the customer problem? Forwarding an email to the manufacturer later?
2 - Is there a way to save the manufacturer's email so that it automatically fills in, just by typing part of the email?
Thanks
Adjusting Email Address
There is a typo in my current email setup - the typo is AFTER the @ . Is there any way to fix this?
Fields for getrecordsbysearch in the parameter searchfield
Which fields are available for getrecordsbysearch, do i need to perform the search by field Ticket Id of Tickets
How to create a Time Entry for an existing ticket using Zoho Desk API call
Hi: I was wondering if someone could indicate which API to use to be able to add a Time Entry for an existing ticket. I would need to add values for: Agent Name, Executed Time, Hours Spent, Minutes Spent, and Description. Can this be done using XML response? Or does it have to be done using JSON? Thank you very much for your help. -Alyssa PS I am still hoping to receive some technical help with this problem.
How can I create a Time Entry for an existing ticket in Zoho Desk using an API call
Hi: I originally posted this inquiry a week ago, but have not yet received a response. I was wondering if someone could indicate which API to use to be able to add a Time Entry for an existing ticket. I would need to add values for: Agent Name, Executed Time, Hours Spent, Minutes Spent, and Description. Can this be done using XML response? Or does it have to be done using JSON? Thank you very much for your help. -Alyssa
Creating Ticket not working
Clicking on the create ticket option does not yield anything. Have tired on several different browsers, clear cache and cookies. still will not allow anyone on the team to create tickets.
Question replying to and email and changing subject line
Does anyone know How when replying to and email through a zoho support ticket to change the subject.
Concurrent users limits?
Hi everyone, just trying to find out if there is a limit on concurrent users in Zoho desk? I have a situation where I may need 70+ agents (out of potentially 150 separate named agents total) logged on and working concurrently. Is this supportable? Thanks.
Email notification
how can I set up to only notify certain agents and not all of them? Thank you
Products related to accounts
How i can upload via csv a list of products related to the accounts module?
Change contact fields to optional
In Zoho Desk Enterprise, when you open chat on the website the Name, Email and Question fields are mandatory. How do we make these all optional?
Duplicating Templates / Rules / Alerts , etc ...
One thing we find that we are consistently struggling with is customizing the Zoho environment. For instance, we have Templates that we're trying to write, and they have some small nuances in them depending on the context that we want to insert them. Same goes for Alerts, Tasks, etc ... It would be quite useful to be able to simply duplicate an existing template/rule/alert, and make a small change and save it with a new name rather than having to create a brand new one, and do a juggling job
Announcing the Zoho Desk - Zoho Reports Integration
Access to the right data at the right time makes all the difference between possibility and reality. Data helps you understand what to fix, and even how to fix it. With that in mind, we wanted to help our customers dig deeper into their performance metrics, and have actionable information at hand all the time. We built dashboards like The Headquarters in Zoho Desk. When decision-makers wanted to see the underlying data, Zoho Desk allowed them just that through custom reports. While these reports
Open ticket and email.
When a customer has a problem, I create a ticket with his name and after I create, I send to the company that makes the products I sell. The manufacturer's emails are always the same. 2 questions: 1 - Is this correct way to create the ticket with the customer problem? Forwarding an email to the manufacturer later? 2 - Is there a way to save the manufacturer's email so that it automatically fills in, just by typing part of the email? Thanks
Can I see when a customer last logged into the portal?
Under customer views, I can view only customers which "isPortalUser". Is there a way to add to the view (and ideally sort by) the date that the customer lasted accessed the support portal?
Avoid sending email for customer on new ticket
In some special cases, I want to open a ticket for a customer, but I do not want to him/her to be notified. Is there anyway I could achieve this?
Zoho API integration inside asp.net application
I want to create a ticket from my asp.net application page. Please provide me proper way to do this task.
How to get a list of all published KB articles in a category (department) sorted by updated date
How do we get a list of KB articles with their hierarchy information for each category. Without this how can articles be managed, audited and updated periodically when the numbers are large. I am a little confused. Is it not there or I cant find it? We are currently evaluating Zoho and are at an advanced stage. But this might be a deal breaker. Please advise.
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