task flow from Desk to Projects
Hi, we are using Zoho Desk and Zoho Projects to manage and resolve customer support tickets. New ticket come in via Desk, after qualification and review, the ticket gets moved to Zoho Projects. In order to do this, a task in Desk has to be created. so
Building Extensions #11: Creating widgets with the JS SDK bundle in Zoho Desk - Event API
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. In our previous post, we discussed Data Storage APIs, their use in extensions, and how to use them in your Zoho
Knowledge Management with Zoho Desk - Upcoming Webinar - Register Now
Hello all, We are gearing up for our eighth session in the webinar series. Webinar Topic: Knowledge Management with Zoho Desk Date & Time (PST): December 13, 2023, at 11:00 am | Registration Link: https://zurl.co/iUHQ (IST): December 13, 2023, at 11:00
Email Ticket
Is there a way i can create a rule to have the system forward a ticket to an email after creation based on the subject? Thanks Rudy
Contact Name - First and Last Name
I've enabled integration between CRM and Desk and so far, this seems to work fine. This syncs contact first and last name in Desk with contact first and last name in CRM. Problem I am experiencing is that when in DESK a new contact is created on incoming emails, it puts first and last name combined in the last name field. So - if name is John Smith, it creates a record with first name = empty and last name = John Smith. This creates a lot of data maintenance which I want to avoid. Is there a setting
ticket reopen again after rated
when ticket closed, It re-opened again after client rated it.
some emails are not getting forwarded into zoho
I've noticed over the past couple of days that sone emails are not being forwarded into zoho. I see them in my Gmail inbox, so the issue doesn't appear to have anything due to email filters. Anyone else experiencing this?
Summary Time Fields
Night all, I am having a challenge, and I do not know if I am doing something wrong. I have created a status report, using the "Ticket" Table as the primary table. My issue is when i select any field from the "Time Entry" table and there is more than
2 different email channels for same department - how to control notifications?
Hi, I'm thinking to add another email channel to my Support department related to training. The reason is that training is done by the same team, so I want to gather all the stats under one dept. Currently I have an email 'support@company.com' and want to create a new email, 'training@company.com' to open tickets within the same department. Is it possible to have emails coming in from training@company to: not receive the ticket creation/closure notifications have them follow a different (simpler)
More Improvements for Ticket History
Please improve the ticket history it is tough to navigate - Include full time stamps, relative time stamps aren't as easy to work with or helpful when you're trying to look for exactly when something occurred. - Allow Time/Date filters
From Address verification is not working
Just a heads up that the verification process for New From Addresses is not working - no verification email is sent. I have confirm with Zoho Desk Support that this is a known issue that is apparently being looked at by the developers. It would be nice
Enable bulk actions on archived tickets
Hi, As per the presentation of the Bulk Action (https://help.zoho.com/portal/en/kb/desk/for-agents/articles/performing-bulk-updates-in-zoho-desk), it is not possible to perform bulk actions on some specific views. I don't really understand this restriction,
How can i fetch the all fields in GET /api/v1/tickets
Response dose not content all fields and also my custom fields which I want to fetch
Live Chat in Zoho support
What is the difference and similarity between the live chat feature in Zoho Support and Live Desk?
Exposing endpoint in extension
Hi Team, Is it possible to expose an endpoint from extension such that I can send payload to extension from an external service ? If not , can you help me with the workaround ?
Obtain address fields from contacts in ticket
I need to be able to filter tickets by customer address. I have a Desk - CRM integration and can see from within Desk the address data from both contacts a accounts. I have created new address fields in Desk and would like this fields to be populated
Converting a Ticket from Desk to Projects, without creating a Task in Desk
Hi, we have Zoho Desk and Zoho Projects in place. Customers submit tickets on Zoho Desk, after reviewing they are to be converted to a Task in Zoho Projects, and associated to the relevant project. We dont use tasks in Zoho Desk, and unfortunately cant
Ticket layout ID in Zoho Analytics ticket table
Hello there, in Zoho Desk directly, you can use the "Layout" column under Analytics: If you have activated data synchronisation to Zoho Analytics, you will lose this information. There is no column for the layout ID in the ticket table in the standalone
Feature Request - Best Practices - Bulk-edit & Mass Reply
Use-case Support Best-Practices Most support ticket tools have the capability to mass-reply to tickets, for the use-case of when there is a mass-issue. This is particularly necessary for any organizations that from time-to-time experience complications,
Does Zoho Auto Save ticket information?
When we fill out fields in a ticket or add a private comment to a ticket, it seems to require us to click Save. At any time does it "auto-save" what we've entered so that we don't have to remember to click save?
Start Time / Stop Time
We previously used Autotask for our ticketing system. It had a great feature for entering time, when you opened a request you could start a timer running, then while working on the ticket you would update the actions that you took, then close the timer.
Search for the ticket number directly via URL
Hello there, the known problem is that you cannot search for a specific ticket number in the search function. I have already addressed this in this post, if anyone else sees the need for a corresponding search functionality, then I would be very happy
Maximizing Layout rules using ZOHO Deluge to ZOHO DESK
Hello Everyone, Currently my team have a concern regarding limited layout rules in ZOHO DESK. Is there a way or solution who anyone can share a script on maximizing the criteria of the layout rules? Hoping for your suggestion and comment. We do appreciate
Zoho Desk not available in EMEA this morning
Customers and agents unable to access the portal. Is there a problem with server, and what is the expected resolution? Thanks
[URGENT] Applications in the EU data centre cannot be used?! Total failure
Hello there, currently the services cannot be accessed! What is happening here? The problem has existed since today 07/02/2024 09:00 GMT+1
Bulk Redirecting Help Center URLs
Hello, We are migrating our self-service portal to Zoho Desk from WordPress. We have a bunch of URLs of pages that need to be redirected to an article or a page in Help Centre. Is there a functionality to upload bulk URL to have it redirected? If, for
zohodesk api create a ticket
Hello, How can i create a ticket via api without a contactId? but by using email?
Not able to create new custom module
Hi, I'm not able to create new custom modules. I've the highest possible role and permissions. What could be the problem?
Trello Extension for Zoho Desk
Is anyone else seeing the same issue when trying to use the Trello extension within Zoho Desk? I've already uninstalled and re-installed the extension, as well as tried logging in through a different browser, however, I'm still receiving the same result.
Zoho's 2024 Customer Experience Workshop is here | First stop: the USA and Canada
Hey everyone, We're excited to kickstart the 2024 edition of the Customer Experience Workshop in the USA and Canada on February 15. The main goal of the workshop is to help you explore, learn, and make the best use of Zoho CRM Plus, which can help unify
Featurecast Story 14 - WhatsApp Interactive Message Templates
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 14 - WhatsApp Interactive Message Templates Boost customer engagement with WhatsApp's Interactive Message Templates One of the significant features introduced for WhatsApp Business is interactive
Adding task to tasklist using Projects integration from desk
Hello! I've just added the Projects integration into desk, and i tried creating a task from a ticket. The task was a new task list on a project, and i hoped it would be possible to create a new task on an already existing tasklist. Anyone know if this
Zoho Desk's Instant Messaging | Feature Updates | Feb 2023
Hello All, We are back with some exciting updates and feature enhancements to meet your business communication needs. Let's take a look at what's new in the Instant Messaging module. Multi-number support for WhatsApp users If you have been using the WhatsApp
Too Many Blueprint Stages
I love the blue print idea. Create ticket stages, and transitions. However, it adds stages to my regular ticket stages which just makes the choices confusing for our technicians. We have about 5 general daily stages for any ticket. However, in order to
Zoho Desk Ticket Resolution Update via Zapier (Formatting Question)
Hello, I am trying to send a ticket resolution update into a Zoho Desk Ticket, and I want to add new lines to space out the content. However, when sending the request to update the resolution with newlines, the request fails stating it is formatted wrong.
Best way to get ticket age in Zoho Desk excluding on hold duration
Hi guys, would just like to ask the best way to get the age of a ticket already excluding the time when a ticket is on hold? For example a ticket filed on Jan 29, 2024 and it was closed on Feb 2, 2024 but it was put on hold from Jan 31-Feb 1, 2024 so
Time in Help Desk
Hello! I'm curious about how to adjust the time settings in my Help Desk. I've noticed that the timestamps on tickets don't match my current time. For instance, I received a ticket from a colleague at around 4 pm EST, but in the Help Desk, it shows as
Sorry! I'm not yet ready to answer you.
How do I configure Zia to start answering. No matter what i do Zia just says " Sorry! I'm not yet ready to answer you."
Copy SLA
Hi, Is that possible to copy SLA in zoho support ? Julien Julien Grandjean Founder iDAYit www.idayit.com
GET /api/v1/tickets/{ticket_id} not working
I've a custom function which is perfectly working when I add a specific ticket id in the url: orgid = 2XXXXXXX; resp = invokeurl [ url :"https://desk.zoho.eu/api/v1/tickets/1XXXXXXXXXXXX" type :GET connection:"deskXXXX" ]; info resp; gcon = resp.getJson("description");
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