User not receiving email notifications
Hi, My user is not receiving any notifications on our replies. He also tried to sign up on the portal but he doesn't get any confirmation email etc. Please advise. Thanks.
Out of Hours Auto Response
Hello, I'd like to set up some auto response emails, but only when a new ticket is created outside our normal business hours. Is this possible? Rules seem to always want a DATE specified as well as the TIME. Thanks David
Unable to view categories based on Department selection
Hi, I have created two Departments in Zoho desk and added categories.I could not locate the option to add a category under particular department.I could see the complete of the categories irrespective of the selected department in Ticket creation screen Regards, Nageswara Rao
Is it possible to post a comment to a TASK using API?
Can I send a new comment to a task using API or other external integration?
Zoho Telephony Twilio Issue
Hi, I have setup Telephony with Twilio. Everything seems to be working fine, I am hearing the correct messages etc, except for the most important thing. It isn't forwarding any calls to any agents. Every time is says "None of agents are available, please leave a message" etc. What am I doing wrong? I have setup business hours. I have added the agents that should be called, inputed the cell numbers etc.
re-map zoho / Help desk
I tried to re-map zoho support to my website domain but must have got something wrong. Now everytime I click the zoho support it takes me to a dead page on my domain and I can't get back into zoho support to change the settings. Does anyone know how to get back to the original zoho support if a wrong redirect has been entered in the mapping setting? Where can we find the URL for my Zoho desk?
Sender blocked
Good day. Since last Friday, 17th of February, when trying to send answer I'm getting following error: Error while processing the request! Unable to send message;Reason:554 5.1.8 Sender Address Blocked I've already submitted several support requests, tried to contact you via chat in CRM several times, but to naught. What the hell your client should do to get unblocked? More so, I'd like to hear a reason for this as well.
Set SLA by Due Date
Hi, Can we create a SLA if a ticket is not resolved within the Due Date. If Yes, could you let me the steps for creating SLA Thanks, Nag
Phone Field Not Synch'd Between CRM & Desk
New customers are automatically created in zoho crm, via our website. I have all fields mapped in the integration between zoho crm & desk, but the phone data is not synched from crm to desk.
Triying to set the email channel I get "Domain name already exists. Kindly provide the new Domain name.
When i go to setup > channels > email it show something as in attached picture When i try to click save, show "Domain name already exists. Kindly provide the new Domain name." when i try to key-in others name and click save it say "Error in mail account creation. Please try later" May be baceause this I cant add ticket by email , also I cant add tickets in portal , I cant Reply any ticket We are in a 15 days test but we want to buy the licences and start to work as soon this was working Tks a Lot
Module requests getRecords order
Hello, My end goal is to get from the API the requests created in the last 14 days (for example) http://support.zoho.com/api/xml/requests/getrecords Is there any way to sort the results by a specific field (in this case Creation Time)? When we do a simple request I can't understand the order of the requests returned. Since I don't understand the order the requests are returned and we have more than 200 results the only solution I see so far is to try to get all data (changing the index) and then
Sub-Category
How can you create a sub-category that is related to the main category? I.E., Category: Hardware Sub Category: PC Mac Monitor Printer Category: Software Sub Category: MS Windows Adobe Photoshop MS Office Currently, when I setup the cat and sub-cat, they are not related. Selecting a cat (ie., hardware) doesn't filter out the sub-cat choices.
Edit font ??
Anyone know how to edit font style in CSS? it seems as if there is a way with CSS though it doesnt seemt to work https://help.zoho.com/portal/kb/articles/advanced-help-center-customization-using-html-and-css "The custom CSS will be applied to all the pages on your Help Center. " (Trying CSS since all font styles doesnt come along when you copy > past from text editors such as word and there´s no other way to edit font style in your articles in zoho desk)
Product List In Ticket Generation
We want to give access to customer zoho desk but customer is able to see all product. I have related some product to hime but still he can able to see all product. I want to restrict customer to related product. How can I do any idea??
Voicemail cut off after 30 seconds
We use zoho desk & telephony with twilio. All of our voicemails are cut off after 30 seconds. Is there anyway to configure/change this so our customer's voicemails aren't truncated?
Turn Off Closed Ticket Notification
How do I permanently turn off the closed email notification to customers? I don't want them getting a separate email every time I close a ticket, and I don't want to make sure I adjust the "close ticket" button in the ticket before I close it each time. Thanks!
Turn Off Spam Folder
Hello, I am using Zoho Desk and many of the emails coming in from my customers are going to the spam folder. My email domain already has a spam feature, can you please turn off the spam folder in my zoho desk account? brian at lostplate dot com is my account email. Thanks!
Getting a 404 from jquery-3.1.0.min.js in zsfeedbackinit.js when try to load widget.
In the Chrome web dev tools: zsfeedbackinit.js:1 GET http://localhost:3000/[my app details]/jquery-3.1.0.min.js 404 (Not Found) I am copy/pasting my "widget" from zohodesk into the page and getting this error. This error implies to me that zsfeedbackinit.js is trying to load jquery using the current URL as a base and not with the information that is passed into it. The application is already loading the version of jQuery that comes with Rails 4.2.7.1, which is an older version. Any suggestions for
Problems adding tickets
Hello, Lately I have problems creating a Ticket, more specifically in the field of accounts. When I create a ticket coming through an email and try to create a new contact and associate it with an account, ZOHO automatically completes with an existing contact from another account and automatically prefixes with a new account name. Bests regards
remove captcha from feedback widget?
Is it possible to remove the captcha from the feedback widget? Our widget is only displayed in the context of an authenticated user who has already logged into the system, so our spam concerns are minimal.
Using CRM and Desk Integration
Hello Zoho Team, we want to use the Integration of Desk and CRM. Its good that we see the Tickets submitted in the CRM Profile of our Contacts. But if no Contact found, CRM should NOT create a new contact to put in the info about the ticket. How can we handle this issue? Kind regards
Modify Ticket #
Is there any way to modify the automatically generated ticket # in zoho desk? We are planning to replace Cases in CRM with Zoho Ticketing and we dont want there to be any overlap. I was hoping to start the ticket #s in Desk at a higher number. Thanks!
How do I Delete Knowledge Base Articles
We have some older knowledge base articles for software we no longer use - how do I delete those articles?
Tickets going to SPAM
Hello; Over the past 2 weeks, we have been seeing more of our legitimate tickets get created and routed to SPAM, and periodically what would have previously been marked as SPAM does not. Have there been some recent changes in the SPAM filtering criteria? Can this be corrected? Thanks
How do I delete all open and closed tickets?
I've made some test and I'm ready to use Zoho Desk in production. I need to delete all my test tickets.
cannot send E-mail with custom from
Hi, We are having some issues with our Zoho desk. We entered a custom from address validated it. After validation, we get another mail telling us to validate it in zoho mail (never seen before) Nevermind, in Zoho Desk the mail is signed as "verified" but when sending a reply the error is "Error while processing the request! Email Address should be verified to enable sending from this ac" Thanks Alex
Zoho Desk Subscription with CRM PLUS
Hi, I'm wondering, we have Zoho CRM plus for our CRM and we are supposed to have Zoho Desk included into this offer from what I heard. Right now if I look at my subscription of zoho desk, i'm in trial mode...Can we link my setup to my subscription from the CRM plus? Thanks for your help. regards alexis
Not able to send mail using Sendmail in a custom function
Hi I am trying to write a custom function that will send an email to the user who sent a mail to the support-id. When I am executing the script the mail is not going and there is no way for me to know what happened. Why the mail did not go. Also, my custom function is being run when a new ticket comes in. This i can see in using the "History" link, but there is nothing shown in the "Failure" section. But The mail is also not going.
The client does not receive the HTML code that I added in the email
When I customize Email Templates in ZOHO DESK the client does not receive the HTML code that I added in the email. The HTML code in question is an access to a google form that appears perfectly in the edit, as shown in the figure below. " <iframe src="https://docs.google.com/a/diwait.com/forms/d/e/1FAIpQLSc76xrgMO_olK2EfMM4TTuN4zualEN5bs_nAg09sHH7Usrczw/viewform" height="400" width="500"></iframe> " Follow the example of how to stay in the email: Best regards
One Hour Notification for New Tickets
This is regarding Zoho Desk: I'm trying to set up a rule to fire if a ticket's status remains "Open" for over an hour: I've read through the forums regarding this issue and modified it based on the information I found but the notifications are still not firing. Any help would be appreciated. Thanks! John H.
Not able to log into Zoho Desk when using Chrome. "Please reload the page and try again."
Hi Since today, I can't log into Zoho desk using Google Chrome. I get the error message " Please reload the page and try again. Even if I reload, it doesn't change. I can log in via Firefox, but I really need it to work with Chrome. Hope someone can help with this. All the best, Ron
Remove an email from an agent from the mailing list to be notified when the company receives a ticket
Hi, How to remove an email from an agent from the mailing list to be notified when the company receives a ticket? Best regards
Font size difference when pasting text from Word document
Hi everyone, I'm really enjoying using Zoho desk. However, there is one problem I encountered. When I copy and paste text from Word documents inside Zoho desk, there are minute changes from the default Font of Zoho. The difference seems small, but I'm told some people notice this and realize this was a copy and paste job. Is there a way to prevent this? I'm thinking there could be a warning when trying to send text with two different fonts or sizes. Or maybe the font written inside Zoho will be determined
How can I set recurring tasks in zoho support tasks?
How can I set recurring tasks in zoho support tasks? We need to create daily, weekly, monthly and yearly tasks which should perform automatically. And how can we see these tasks in calendar? Thanks
support email address does not work
Hello I have setuped an support email adress (ubibox @ ankaaengineering.zohosupport.com) . But when i send an email to this adress nothing append. No ticket, no message. Where can i see the queue of this mail adress ? Thank you
Task/Charge updates in the newest version of Zoho Desk
Hello! When I edit a task to update the amount of time spent, mark it completed or other note on it, I am now required to change the due date to a date that is greater than the current time. However, the task was completed in the past (ie yesterday). If I update the due date to a date/time greater than the present when marking it as current, the task will now appear to have been completed at this later date, and not the one where it was originally assigned. Is it possible for this field to not require
New ticket for contact
Hello! When I create a new ticket! The user receives a message with the note Re. How to create a new ticket without this mark? How can I choose a template when creating a new ticket ??
Knowlege Base Answer max length limit exceeded
I am trying to build a User guide in your Knowledge base. I have a longer table of field descriptions that I am trying to paste into an article sub category. I get "Answer max length limit exceeded"!? What is the limit? Is there a way to extend this table is a look-up tool and hence will be long. It makes no sense to brake it up. What to do?
Ayuda Portal de Clientes
Hola buenas tardes Configure un portal de clientes por el cual quiero que mis usuarios tengan acceso y nos manden un ticket por este medio, en la pantalla principal del portal metí un link "Solicitud de Soporte Técnico" solo que al darle click me muestra una leyenda que dice "No puede enviar tickets a este portal" El usuario ya se registro dentro el portal. En Personalizar el portal/ Panel Principal/ Editar/ Widgets/ Solicitud de Soporte Técnico/ Editar/ ya verifique que este la opción (on) Visible
Images not loading on Customer portal widget "Customer Portals Essentials" in IE
Hi, I've loaded some custom images into the "Customer Portals Essentials" widget in the customer portal and they dont seem to be loading in Internet Explorer. I'm still playing around with the new "Lab Interface" so haven't set it as the primary yet but I didn't think this would cause any issue. I've cleared the cache and temp files and reloaded page without any luck. I've checked Chrome, Edge, Firefox & Opera and the images load fine for all of them, IE seems to be the only one with the issue. Is
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