basic features are missing
You have updated Support with new APIs? I found there are few basic APIs missing in your support desk. like - filters to get tickets - unable to create thread - attachments are created by name is always same. (may be related to API key user) As there basic features are missing, we cant be using zoho anymore. I haven't heard any reply to my support tickets on these either. Rama.
Comments not being recieved & same notifications being recieved every hour
Hi Zoho Team, My some of our clients have informed us that they are receiving the same ticket notifications over and over. Some are receiving it on the hour. Also, some clients are not receiving the reply/comments that we made public which is causing issues as we are now missing SLA's due to the clients not responding to messages they are not receiving even though we have sent a reply. Please could some look into this and let us know why this is happening and also correct this. Regards, Dwayne
Zoho SSO integration - Unable to signup
Hey, We have enabled remote authentication for our services and configured everything successfully. We were able to signup and signin users previously by using the zoho api following the instructions provided here https://www.zoho.com/support/help/remote-authentication.html. Right now we are having trouble signing up users to the portal but users can sign in successfully. While trying to signup users: I get a page saying: Sorry, the page you have requested was not found
Forms
Good day all, is it possible to have multiples forms ( hosted under the "Help Center"). E.g. a form a manager can complete to create net work accounts for new employees.
Possible to pass custom date in Desk Live Chat embed?
Hello, Is it possible to pass custom data via the javascript Live Chat embed script? We'd like to pass fields like "Organization", etc.... Thanks
Department head access
Good day all, I want to know if is possible to give access to all tickets for a particular department to the manager of that department. e.g. a manager would be able to logon and see the status of the tickets for her or her department
Get a list of departments via API
Hi there. Is it possible to get a list of departments? Or get accounts, contacts, requests for all departments via API?
Help Center Creation
Hi, In our company we have two different brands (Brand1 and Brand 2). And each one has its own department in Zoho Desk. By default, Zoho Desk creates a portal with the URL https://deskportal.zoho.com/portal/brand1 Now, I'm trying to create a new Help Center with the URL https://deskportal.zoho.com/portal/brand2 but Zoho doesn't allow me to do it. It is possible to do this? At this moment, I'm not able to create a subdomain in my company's domain. What else can we do? Thanks for your help.
Deactivate spam filter
Hello, Please deactivate spam filter for my portal. Regards, Kunal
Asterisk - Twilio - ZOHO Desk - Yealink integration
Wanted to see if we could get some help. Below we have outlined where we are in the process of integrating both our hard and soft phone via Asterisk (on AWS) – ZOHO API – ZOHO DESK Server. We have gone thru several trial and error methods including the documentation from the ZOHO web site without success. Attached are some log files and links showing the error statements we are encountering and it seems there is a disconnect between the API and ZOHO servers. Our ultimate goal is for our ZOHO
Yealink phones + soft phone (ZOHO) + Asterisk (on AWS) + ZOHO API + ZOHO Server
Wanted to see if we could get some additional help. Below we have outlined where we are in the process of integrating both our hard phones (Yealink) and soft phone (ZOHO) via Asterisk (on AWS) – ZOHO API – ZOHO Server. We have gone thru several trial and error methods including the documentation from the ZOHO web site without success. Attached are some log files and links showing the error statements we are encountering and it seems there is a disconnect between the API and ZOHO servers. In short,
From address not working
Hello, The from address is not working and i have insert my custom email everywhere in each template. Please look into the matter, i have been calling you but no one is picking up.
Custom Functions
When trying to create the Custom Functions i am Getting this error as Unable to process your request
Create Thread
Hello, i found out that when we create a ticket, we can have From: xyz@mail.com To: support@zohodesk.com Where as when we crate a thread we cant? why? Same thing with attachment. Rama.
If I merge two tickets, will I be able to read their original information?
Hi there, If I merge two tickets, will I be able to read their original information? Please help thank you BR, Betty
Moving tickets from one department to another
Hello I need a support with this situation, can I retain an agent assigned to a ticket and the status when moving it from one department to another? Thank you
Employee Absence
We have a support mailbox setup such that all support inquiries get put into a round robin and support tickets are evenly dispersed. If, for example, an employee unexpectedly leaves work 2 hours early, what is the recommended way of dealing with the tickets he or she might be assigned during their absence so that customers are not adversely affected? If one agent only works from 9 - 2 instead of 9 - 5 what's the best way to deal with this?
What's the difference between "thread" and "conversation"?
Hi there, What's the difference between "thread" and "conversation"? Please help thanks BR, Betty
Agent activities registering to different user
Hello, One of our user's is having a strange result in Zoho Desk. When she performs an activity notifications are created that attribute the activity to my account. This is in the notifications list when you click on the icon at the top right of the screen. For example it will say that I reopened a ticket, instead of listing this user's name. We're both listed as Admin - Support Administrator. I was the one that created and setup the accounts for the company. Any idea of how to correct this?
exporting Happiness rating
When I export ticket data to be used as input to Zoho Reports, I don't see the Happiness Rating - why not? Is there some other way to get this information exported?
due date not visible while creating a ticket
due date doesn't appear while creating a ticket... how can i set due date, 2 days from the date of ticket creation...and it shows the time in due date field.. finding difficulty in assigning rule please help me out
Time based trigger
I created a new ticked with a supervise that it will trigger a alert after spend 20 hours on the ticket. This is not working directly but after a period of time. What could be the problem. See attachment where you can see the history.
Description
Why do we not have description in both GET Tickets and Threads? Its a pain, trying to call multiple times for each item to see summary/description. Also there is not much to show when i get a thread Rama.
Is there any way to let unknown user to open ticket and access to live chat?
Is there any way to let unknown user to open ticket and access to live chat?
Unable to add support email address and from address
I am unable to see any options to add or update the support email addresses and add from address on the Support Email Addres page after clicking on the required buttons or links on that page. nothing shows up after clicking on those links/buttons. Firefox: ActualLoading: timer startedShowHomePage.do:6 PageLoading: timer startedShowHomePage.do:6 PageLoading: 442.09msShowHomePage.do:317 JQMIGRATE: Migrate is installed, version 3.0.0 jquery-3.1.0.templates.min.js:1:86706 ActualLoading: 3249.3msShowHomePage.do:173
can't invite a user to our crm+ account and desk
Hi, my new collegue can't be invited to our desk portal. Can you help me with that situation? Thanks
Handling tickets between departments.
Hi, I have more than one level of customer support all are using Zoho desk (I created a department for each level) .The Question is "how can I handle tickets between departments?" according to the following workflow. Dep. A agent create a ticket and he should escalate to Dep. B (move ticket) and keep monitoring the ticket and interact using comments. Dep. B Admin will assign the ticket to one of Dep. B agents. -Dep. A agent ,Dep. B admin and Dep. B agent will see and monitor the ticket while it is
Forward problems
Hello I am having big trouble receiving emails from sales@mydomain.com to sales@mydomain.zohosupport.com It suddenly stopped the forwarding due to "rejected by destination domain" It is extremely urgent. Please help Mariano
getrecordsbysearch is missing Description
When i am using getrecordsbysearch is missing Description. Its null all the time? Common Status is Open/Close But when you use getrecords i get description and Common Status is Created, viewed..
You guys are rejecting our emails!!! Need urgent help!
All emails being forwarded from support@luxerone.com to support@luxerone.zohosupport.com are being rejected. NEED URGENT HELP!!!! Some recipients of support@theluxergroup.com might not receive your message. We will attempt to deliver your message to the following recipients, but they failed to receive some other recent messages. Below is a sample of recent errors we received when trying to mail these recipients (these are not errors from your message.) su.....@luxerone.zohosupport.com: Google
Prevent Contact Notification from going out when a ticket is opened by an agent
Hi - wondering if its possible to make the sending of the 'receiving a new ticket' contact notification on the channel that the ticket was opened from. For example - when a Zoho Desk agent opens the ticket from an inbound phone call, we would like to prevent the notification email from going to the contact as we would prefer to send a custom email in that scenario. Thanks,
Empty my database please
Hello, I've made some trial departments and categories before I founded out they are for life. Please restore my database so I can make a fresh start. With regards
Zoho Desk Reports
I need some assistance with the following exported report of the last 7 days from the report dashboard. The numbers don't make sense to me. We have entered business hours of 8am-5:30pm M-F and have sat and sunday with out hours . Does the time still get calculated on these days? it is appearing to and radically changing the resolution time from one day to the next. Date New Support Requests Closed Support Requests Backlog Great! Okay Bad First Response Time Response Time Resolution Time 19
Advanced email customization
Hi, I've been able to create a responsive table for my user invitation email. My only problem is that i'm unable to customize the button to "accept invitation". I also tried to use the "link" placeholder, but in that case appears blue (due to the a href element generated.) Is it possible to: Customize the button (colors, text, size, style...)? Customize the color of the link generated by the placeholder? ${PortalUser.ACCEPT_PORTAL_INVITATION::Accept} Use a placeholder that outputs only the link
Social integrations
Hello, I'm hoping someone can give me some info. I feel like Zoho is way more than I need and seems complex but that if I get it sorted out maybe it can work for me. I'm just hoping someone can answer a few questions that I can't seem to find. My trial is for Zoho crm plus but the main issue I'm trying to solve is help desk type issues but with Zoho it seems you need a lot of different products to get things accomplished so I got the Plus. I'm trying to find out the relationship of how the help desk
Integration OF ZOHO Support with SMS
Hi Can zoho support integrate with SMS . Example I send a sms to a predefine web number and same gets converted to a ticket . Regards Manish
Read Status is always false
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All tickets not shown
I'm testing Zoho desk so maybe I've set something up incorrectly since I'm new to this system. I've set up 3 email accounts - each one linked to a separate department (including the default). When I pretend to be a customer and send emails to zoho desk from various email accounts not all of them show up in the all tickets screen. I have sent 5 tickets from 3 accounts - only the first 3 tickets appear in the all tickets screen. When I accept the registration as a customer I can see my 3 tickets there
Layout of Tickets Screen
Is it possible to change what information is on the Tickets Listing screen? There are a few other pieces of information which would be nice to see on this screen (Product or Category) or potentially a custom field. This is something that I think would be great to be controlled at either the Agent or Department level. I've been getting good feedback from my team, but one big concern was ticket organization. Thanks! Ernie
Present Agents with Required Bug Reporting Fields in Desk and Pass CRM Information in to Bug Tracker
Is it possible to make the required fields in BugTracker show up when users go to add a bug in Desk? If not, I'm not totally sure what the point of having these required fields is in the first place. Not being able to require users to provide certain information is a bit problematic when it comes to reporting bugs. As far as my second question goes, is it possible to have BugTracker fields automatically populate with relevant customer information pulled from the ticket such as the contact's name
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