Update to Planned Maintenance Activity
Hello, everyone! Seasons Greetings from Zoho Desk team. You might have read our post about the planned maintenance activities in our Data Centers from 23 Dec 2016 to 30 December 2016. We do not expect any service disruption, except for a few minutes in between, when we start the maintenance and while we resume the services. Those of you who're using external SMTP server and have whitelisted our IP addresses for sending emails, please add the following server: sender.zoho.com to your current whitelist.
Sync with Zoho CRM
First I setup one way sync of Accounts/Contacts from Zoho CRM to Zoho Desk and contacts were not coming over. Then I deleted the integration and tried the two-way and cant get that to work either. There is no indication of an error. I'd really like one-way send of Accounts/Contacts from CRM to Desk. What might I be doing wrong?
Cannot access tickets
Hello, Starting about an hour ago, I cannot access anything on my Zoho Desk account except the default ticket list. Every time I click on something (open a ticket, try to access the dashboard) it seems to try to log me in again (I briefly see the Zoho login screen in the main area), then realises I'm logged in, bounces between accessing accounts.zoho.com and support.j5int.com (which is our redirect for our Zoho Desk account), then finally loads the default ticket view again. Please help. regards,
Retrieving the topic/category hierarchy
Hello, I'm using the API's for retrieving the questions and answers. However, I can only gather the topics/categories by retrieving all questions and retrieve the linked topic from those results. Is there any method available to only retrieve the topics/categories and it's sub categories?
Feedback widget alignment problem
I have added the feedback widget to my web application. When it is open the heading doesn't align properly so there is some whitespace under the heading and the Minimise and Close controls are offset. I've seen the same problem in both firefox and chrome (latest versions) This alignment problem also causes the popup screenshot menu options to be offset. See the attached screenshots for examples of the problem. Is there a way to fix this? My web application is using the bootstrap framework.
Customer Portal Automatic authentication
We want to integrate the Customer portal directly from within our application. Users of our application are already authenticated and we would not want them to login again with other credentials to the Zoho Customer Portal. Is there a way to pass on the credential information from our own application to Zoho Customer Portal in such a way that if they create a ticket it will created with their credentials?
Generating ticket from CRM
What is the suggested solution for creating a support ticket and generate an email from our internal CRM? Thanks, Fritz
Open or download attachment in Knowledge Base article
Hi; While testing Zoho Desk I realized that I can't neither open or download attachments of articles from the KB. No matter if they are old attachment or just uploaded files. The error that's displayed says that the URL was not found. Best Regards
Zoho is not updating my account
I upgraded my Zoho desk account to Pro, and it is still not allowing me to add more "from emails" -- What do I do? This is an emergency!!
Delete Article Category
I am writing Knowledge Base Articles and organizing in categories and sub-categories. However I am unable to Delete again once created ... how is this done?
Employee away
Greetings, When employees go on vacation they set their person email to "Away". If a ticket comes into the system, their email replies to it but will create a new ticket instead of tagging onto the previous email. That new ticket emails the same agent again and creates another new ticket. Generally 100+ tickets are made before someone can fix this issue. I have had customer complaints and have had to pay people to go through the system to send out apologies and delete tickets. How do we fix this?
Ticket Confirmation and Wordpress SSO
when a user creates a new ticket, he/she should get a confirmation email about that ticket. like you ticket has been created. also, we want our user to login via their worpress.org login. Can we add SSO?
Special Character Limitations
Limitations on special characters are very frustrating! We do some manual exporting via Reports and depend on some special characters. We lost some data as a result of these limitations. Editing an account that has a special character in the Description field, returns an error AND all the edits are lost. Characters were automatically removed from custom pick list items. While I am not a programmer, I question whether special characters are really that difficult to deal with? Is there any way this
Company/Organization on contact
Hi, i'm using the 15 days free trial of Zoho desk, enterprise plan. I would like to assign a company (or organization) to my customers. Each customers has a different company and i can't find this information in Zoho desk Can you help me to find this? Note that I'm not using Zoho CRM in combination with Zoho Desk. I don't have Zoho CRM. Thanks
How long do tickets remain in the system?
We recently started using Zoho Desk. I can see that report date range cannot exceed 180 days. Do tickets remain in the system indefinitely or do they only last for 180 days as well? Thank you
Some links broken after domain mapping
We recently setup domain mapping but now html links using the old address format, https://support.zoho.com/portal/<company>/helpcenter/articles/<article name>, now end up at a security error page. I've gone through and updated the obvious links to use the new mapped format, https://support.<company>.com/portal/helpcenter/articles/<article name>. These links should either still work or be automatically updated when the domain maps. If that isn't possible, a way to generate a list of all the links
custom domain on desk
Hi, I am trying to figure out how to set up Desk to work with my domain instead of support@[domain].zohosupport.com. Is it possible to do? i would rather have support@[domain].no, but I can live with [something]@support.[domain].no if I have to. Do anybody know if this is possible?
Error: "Unable to process your request" while attempting to add chart to dashboard
Hello, I am trying to add a chart from reports to my dashboard, but I am getting an error ("unable to process your request"). Please advise! Error Message: Chart that I am trying to add: Dashboard I am trying to add to:
Some agent don't appear in "To:" field selection list
I have a problem when adding an Agent's name to the To: field of an email. For some agents, you can start typing their name and then select the person from a drop-down list. (See attachment for example.) For other agents, you have to type their complete email address. Does anyone know a solution to this issue? Thanks, Tim
Time Entry tab does not show Date column in summary
To me, it’s a “bug”, because it even says “…Executed on …”, as if that text should be followed by date/time
Account Duplication
Hi, using Zoho Desk, my team and I encounter a problem of duplication of the accounts and names of our registered customers. As for the name duplications, we can manage them from the home page by clicking "Customers" in the main menu but we are currently enable to find the same option for Accounts. Can you please explain us where to find this Accounts review ? Thanks
Notifications not received
Hello I don't get any email notification for new or updated tickets by email. And I don't receive notifications about new tickets on the app. Just the updated ones. Do you have any idea why? Best regards Benjamin
Integration with Books or People?
Is there a billing integration with Books or time integration with People now or planned? How would I centralize time reporting and time billing? Bruce Letterle Red Lab Media
Attach documents Zoho Support in integration Zoho Bugtracker
There are attached files in zoho support and when done with zoho bugtracker integration the files do not appear. How Attachment File Integration Works in Zoho Support for Zoho Bugtracker?
time stamp is missing
I have configured the remote authentication but when click to login redirect to url without time stamp, what would be the problem with it?
Upate due date
Hi there, I want to update Due Date to +1day/24hours when a ticket is created, how can I do this?
AUTO SYNC BOOKS CONTACTS TO ZOHO DESK
By this feature. Zoho Desk Users Easily Create tickets for their existing Books Contacts clients. and no need to create two times contacts.
Advanced Webform Issue
Hello team, I found the following issues: The Advanced Webform is not responsive. The description box does not scale up it's height if large content is added inside. Attached files do not show up while submitting the form (They are showing up in the ticket) which confuses whether the file is actually attached or not. Attach from Cloud opens the system browser window accessing the local files. The Date field does not pop-out the Calendar. I have deployed the form at: http://zaha.in/support.html Please
How to set ad-hoc response time
Hi there, I'd like to be able to setup an alert for agents to follow-up with customers after a certain period of time, for example during the email thread in the Ticket module a customer could ask to be contacted in 2weeks time. What is the best way to handle this in Desk? Thx - Nigel
Downloads from Deskportal fail
Downloads from deskportal.zoho.com fail consistently (though not universally) across IE, Chrome, and Firefox. Documents download as expected when accessed through support.zoho.com instead. Deskportal will open a window to display the doc, but doesn't actually display it. See attached.
Support Integration with Books
Are there any plans to integrate the tickets and/or timesheets from Support into Books for billing? We bill support by the ticket or hours and that would be needed to totally integrate our usage of Support and Books. Thanks. Bruce Letterle Creative Web Technologies
How do I keep myself online on zoho desk
If I don't interact with Desk for 5 minutes, my profile status goes to "away" and it doesn't let me to receive any chats. I need to stay online for a longer period of time before it changes my status, so I can work in other stuff. Can you help me please?
TypeError: g is null
Dear support, I was trying to make the field "category" available on the "Create Ticket" page on the Customer Portal. Well... with no succes, since I can't find out how to put the field on the portal. I tried it with permissions, but that doesn't help. Also, I made the top bar white in stead of Red, and in the configuration portal it shows up white. But in LIVE it's still red. Now when I login as customer and want to create a ticket I get the error message "TypeError: g is null". What does go wrong?
what is the info to create a CNAME Record to point zoho support
Please can somebody help with the info to access by http://support.mysite.com ? Name: TTL: CNAME: Thank you!
Reports can not be made for time consumed. Assistance Contracts .. For what?
Hi, We have been a customer of Zoho Support for more than 4 years and we are dedicated to providing technical support to end customers. We have service contracts that are based on time (hours) and quantity of tickets that customers buy as support subscriptions. We have two problems: 1) Although Zoho Desk (formerly Zoho Support) has a "module" of administration of support contracts, it does not have grace anymore, since they could never give it utility to discount time or quantity of tickets as does
Not able to set Due Date while creating a ticket through https://support.zoho.com/support/WebToCase
I am trying to create Ticket using https://support.zoho.com/support/WebToCase url posting the data through multipart form request, but the due date never changes. All i want is to set the Due date 3 days ahead of the current date. May be I am passing the date in wrong format. I tried using the below formats: 1. MM/dd/yyyy 2.MMM d, yyyy HH:mm:ss a 3. MM-dd-yyyy Status for now: Everytime i create a ticket , the due Date is set to 2 days ahead of current date.(Is this default setting??) Please help
From address not working
I am unable to get the "From address" working. I have added one under Email > From Address, and it is verified. I have confirmed it is being used by the department (I have only one), and it showing in the email templates. I even deleted the default zoho address form the from address list. Regardless, all email is coming from the "zohosupport.com" address. What am I missing?
Invitation from admin not working
Hi, Need help in accessing my account for Zoho Support pro. My boss just bought zoho support pro and she sent me an invitation to access however it gives prompt like invalid invitation. Thanks.
Notification emails to group
Hi, is it possible to send group notification emails whenever a ticket response is received to all agents? Currently only the agent who the ticket is assigned to will receive an email. I am trying to figure out how to have the notification email sent to our group email address instead. Thanks!
Time based rule configuration help
Hi Team, Can you please assist. I am creating a time based alert (under Supervise/Rules) on the Zoho Desk. Basically I have is this - Send an email alert when: Status of ticket 'is Open' Status includes Open,Escalated AND Hours since requester responded is 1 However, no email is triggering during my testing. I am wondering if I have configured this correctly. Basically I want that if customer has not responded to us in 1 hour, support agents should get email notification. Is the words 'Requester'
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