Mail forwarding does not work correctly
Hi, we use the external contact solution: MS Exchange 2016 with distribution group and the external zoho contact included. Internal messages will forwarded correctly. external messages does not work really. Some mails get reach zoho desk some mails doesGet time entry for Account?
I was looking into a way to get the time entry pet account for report/billing purposes. But using a custom function to get the Account information.Using this for the time being: response = zoho.desk.getRecordById(orgid,"Accounts",accountid); It doesn'tSubject Line Limit When Making New Ticket vs. Adding to Old?
I'm having an issue where Desk is taking what should be a new ticket (different subject line) and just merging the message into an existing ticket. We get invoices sent to an email address that goes into Desk. The subject line will be something like "APCAnnouncing the Happiness Rating 2.0!
Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates. Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below theCreate ticket in a past via API
Hello support team, I want to create tickets via your REST API for Zoho Desk. Is there a possibility to create ticket with a time in the past? JSON what I want to send, for example (year 2012): { "contactId": "1999xxxxxxxxxxx3011", "departmentId":Column Definitions
I am looking to find out the definition for each column in the Desk reports as some are obvious but some are not. Is there a list of these somewhere that I am missing? Examples of the types of columns I am referencing are shown below in the image.Bullets and Numbering in article editor
Is there a way to remove bullet/number formatting for a line in the article editor? I found two ways to do it: Decrease indent until it is gone: Very much a pain since no shortcut (that I know of) and pull down menu to get to it. Clear formatting: problemZoho Desk Whatsapp Integration
Dear Community, We having issue to integrate Whatsapp under our Zoho Desk. We have follow the guides and understand zoho desk support Embedded sign-up. https://help.zoho.com/portal/en/kb/desk/support-channels/instant-messaging/articles/integrating-whatsapp-with-zoho-desk#What_is_an_Embedded_SignupCases Customer Happiness Rating Form editing
Hello, we want to hide the name of the agent in the form that appears in our mix after the selection is made in the customer happiness ratings survey, in short, we could not find where to access this form to edit it.Missing "Item Count" in DESK
Last least week, we lost our current "Item Count" number for the selected group. ie: My Tickets, Open Tickets, My Open Tickets. I just discovered this morning that there is now a very small "total count" selection on the far right that, if I click, willKnowledge portal configuration
I am trying to configure the knowledge base so that the article part is public and anyone can access the articles but the ticket creation part is blocked with registration or access with username and password. Could you guide me? Thanks in advancedTime Tracking
Is there a time tracking feature? Is there a way to report monthly on total time spent on tickets, whether open or closed? For instance, a client of mine pays me for "up to 10 hours" of service per month. I need to know how much time I've spent in totalzoho desk
Hello, we are definitely shocked about the situation in zoho desk. Lets say you are an creative web agency. Your client pay every month 1000€ for example. For that amount he will get 100H budget. Now client can create a ticket and you need to track yourIncrease ticket start from number for new tickets
Hi. I would like the tickets to start from 15100 to make it a 5 digit ticket number. So ticket 1 would be 15101 thanks!! Also would be very helpful if the Subject line on agent reply is Category rather than Subject.new tickets not assign to Account Name
We are using Desk and right now around 75% of new ticket created arent not assign to the Account name (customer). I have a custom function that make sure that all the users who open a ticket are assign the customer so this is working. But even if theCRM Info in desk
Hi, When we view a ticket, then click on a company (account), to view the details, we often click on CRM info from within the desk on the account too. However trying to view the description field from the account within that screen doesn't work. You onlyASAP Web widget not showing on my site
Hi there I am trying to add the ASAP widget to my website, however when adding the code snippet to my pages, it's not showing. One thing I noticed on the code is it's asking for a nonce value, which i don't have.Integrating Zoho Survey with Zoho Desk
Hi there, I was wondering if there was any plan to natively integrate Zoho Desk with Zoho Survey.. Actually, we have a customer-satisfaction survey, we'd like to dynamically invite our customers to this survey, when we close a ticket. We can send a generic link, but it won't be natively integrated in Zoho CRM. Do you plan to improve that? Do you have any suggestion on how to handle this case? Cheers,Zoho SDK submit ticket form cannot show
I clone sample app from https://github.com/zoho/ZohoDesk-PortalSDK-sample-apps-android And choose ticket_field_configuration_sample to open submit ticker screen. (I have already changed app id and org id to correct) But When I open submit ticket formHave their been recent changes to the Comment via email feature?
Today I notice that when I forward an email to an existing ticket, I am creating new tickets instead of the email being added to existing tickets. I tried this several times today to make sure that I sent the email to the correct email and departmentHow do you send an email to a customer from Zoho Desk?
I have pulled up a customer record and I click the email icon and the email address, nothing happens.... Email attached of where I am. Is there a different way to send an email?Not creat ticket from Web Form Zoho Desk
Hi, When creating a ticket through the web form, I get the message: Oops! Your form details couldn't be submitted. And this only happens with some users and in some cases the user manages to create the ticket normally, but in most cases it does not.Notifications for tickets that you have no permission to view
When a ticket is in a or moved to a department that the agent has no permission to view, sometimes they still get notifications for these tickets, such as comments being left. Then they click on them and it says they have no permission. How can we disableget Insufficient Privileges to perform this operation. Contact your Administrator
One of my managers continues to get the insufficient privileges error when attempting to star a view. No one else is having these issues and I have changed his permissions to admin and there was no change in his issue. I have since converted him back.Disable email notifications for agent
A fellow agent gets way too many redundant email notifications from zoho. If they want to turn them off, it says they are not allowed to. If they want to disable them it says to contact administrator. Is this by default? As administrator, where wouldZoho Guided Conversation for Instant Messaging (Whatsapp)
Hi all, I have created Guided Conversation for our website. However, from the following Youtube video https://youtu.be/2BXtGOlO4ik, it seems that there is a way to also connect Guided Conversation with Instant Messaging (Whatsapp). Unfortunately, I couldZoho Desk Javascript SDK Documentation
Hi, I am trying to find updated documentation for the Zoho Desk Javascript SDK, we are building some extensions for Zoho Desk this will be helpful. Thanks.List Conversation API is not returning full content
I've been using this one GET https://desk.zoho.com/api/v1/tickets/{ticketID}/conversations But it only returns a summary of the content and not the full reply. Is there any additional endpoint or parameter that allows returning the full reply content?Gamescope for Zoho Desk
Hi, wondering if there are plans to implement Gamescope features for Zoho Desk?Due Date Reminder Email
I have tickets that come in that I want agents to set a due date of the ticket manually. This is because its a low priority tickets and needs to be completed at a later date. Is there a way to have the system email the agent a day or 2 before the dueTime spent field
Good day, Does anybody know what happed to "time Spent" field, It is critical you out business to track time per ticket and per tech. today we tried creating a new report and find the field "time spent" is missing, I'm I missing something HELP... ThanksUnabte to create report using single time spent
Hello,I'm using Zoho desl Profession. I'm not able to create reports using time spent (hoursspet+minutes spent)detail of each single time entry . Only total time spent is available....but I need time spent of each sing time entry.Error with Zoho Desk Search API
Hello, We have a function that uses a deluge task to search Zoho Desk for a particular contact. This function fails whenever triggered by the workflow and/or blueprint (we've tried both), but when we manually run the same record ID through the functionHow to create a field "Time credit" in accounts?
Hello, My problem: All our accounts ( customers ) have time credit that we had to them for exemple we can had 1 day, or 1/2 day on their time credit. In "Cases" every case have a field "Duration in minutes" I want to create a field "Time credit" in AccountsTicket list sorting is now supported in the latest version of the Desk Android mobile app.
Hello, In the latest version of the Desk Android mobile app (v2.4.32), we have brought in the option to sort the ticket listing view. Now we can sort the tickets listing by Ticket Id, Due Date, Recent Thread and Created Time. Please update the app eitherAgent queue does not display account
When I am viewing an agents queue in Desk I cannot see the account the ticket is assigned to as I can when I am viewing from the ticket view. Is there a way to have the account displayed from the agent queue?Blank Ticket Owner
I'm trying to figure out why the Ticket Owner is blank, but the Ticket Owner Name isn't. Referring to the attachments: 1st Screenshot: Zoho Desk Ticket Owner is unassigned, but an agent has interacted with the ticket. 2nd screenshot: Zoho Analytics >Incorrect merging of two tickets: Delete Mail History
Hello, I merged two different (incorrect) tickets in the Zoho Desk system. How can I remove the communication from the merged ticket?How to count ticket passages through a transition in Blueprint?
I've recently added a new field to my ticket layout where the agent has to inform the reason the ticket is on hold. Today, as my blueprint set up, a ticket may leave and re-enter the On Hold status several times, and I would like to count how many timesHow to add an article to the category and not to the subcategory
Hi, I have a KB for my app with one "Advanced Search" section. There I have 2 subsections (companies and People). How do I associate an article with the "Advances Search" main category? The tree is: Advanced Search | ---Article | --- Companies (Subsection)Next Page
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Use color coding for picklist field values to enhance visual representation
It's easier and more efficient to manage a large volume of data in a ticket or other custom module records, such as ticket priorities and issue types, when you apply clear visual distinctions through color coding. Color-coded picklist fields allow usersTrack individual and team performance with essential KPI metrics
Hello everyone, Dashboards provide both real-time overviews and detailed summaries of important business data that support strategic analysis, planning, and decision-making. They provide a snapshot of the team's progress resolving tickets, performanceAuto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensureAutomation#23: Automate Guided Conversations in Zoho Desk with Business Hours
Hello Everyone, This week's edition introduces a custom function designed to automate Guided Conversations in Zoho Desk, based on your business hours. With this feature, you can align the bot's behavior with your business schedule, ensuring a smooth andAutomation #6 - Prevent Re-opening of Closed Tickets
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Typically when a customer submits
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How to add footer in the custom widget
I am creating my custom widget for ASAP integration in Moodle as i only need knowledge base and submit a ticket there in the moodle, There was some translation issue in default module widget now i found the way to create separate widget and show in theUnable to change the "credentials of login user" option when creating a connection
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,Request for Custom Script Support in Help Center
We would like to request the addition of custom script support in the Help Center, similar to the functionality provided by Zendesk. This feature would allow administrators to customize their Help Center with scripts for enhanced functionality, such asHow to add Zoho Desk ASAP to an Angular application
We are currently trying to add the Zoho ASAP widget to our Angular application. We have some questions regarding this process. What is the proper way to add the Zoho ASAP widget to an Angular application? Should we just put the embeddable script insideAnyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!
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Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, GreenEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-importantLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
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