Agent permissions out of the profile configuration
Hello dear Zoho community, I took over the administration of my company portal on Zoho Desk (managing agents and all the Zoho-Desk-related stuff), so there were some things already in place, notably regarding agent permissions on tickets and knowledge
Increase the interval from 24hrs to xx hrs (ex 48, 72hrs) WhatsApp ticket automatic creation
Hello, We like the idea that a ticket is created automatic, but we do not like the interval that it is created, we would like to have the option to increase it from 48 or 72hrs instead. We now need to merge tickets all the time. Isak
Deluge custom script - set reminder for task
Hello, I would like to create a Task and set a reminder, unfortunately the doc does not help me. It only says that the optional field "reminder" is of type "JSONArray", I couldn't find further explanations regarding the syntax, the structure, the required
sections populating as categories
Our help center is currently experiencing a bug. When you open a section then reload the page, the help center will display that section as a category on the left side navigation menu. When you try to interact with that "category" in the navigation menu,
"Sending Failed" when trying to reply to tickets
Hi, When I try to send replies to tickets I am getting "Sending Failed" message at the top of the screen, It happened first about 5 or 6 weeks ago, but multiple retries usually resulted in the reply being sent, but today I'm getting the message all the
Placeholders in Field Update Actions in Workflow Rules
When you are configuring a new workflow rule that uses field updates, can you use placeholders for the value of the field update? I'd like to have the Subject of the ticket updated with some static text and values from 3 fields.
How create ticket in Desk with JS?
Need to create ticket in desk.zoho from API with JavaScript Thanks
How to get the agent response to ticket
I get tickets details with Zoho Desk API, I cant get the "First agent response time for each ticket", How can i get this info ?
Manage whmcs tickets with zoho
Hello I hope you are well. I have a question about Zoho disk module can it handle WHMCS tickets Thanks .
Customer Portal Zoho Desk | Ticket creator name visible on ticket details page
Hello, How can the name of the ticket creator be displayed on the ticket detail page? If I set "Team Tickets" in the overview page, I can see the name: On the ticket detail page you see only the e-mail address of the contact person, but the name must
Use makro for more than 25 tickets simultaneously
Hello, since the functionality of Bulk Updates is severely limited, see this post "Bulk update not possible - field is used in a validation rule", I would like to know how to solve the following problem with macros. Let's assume that the macro is to replace
Round Robin Exclusions Based on Days of the Week
I have a team that works regular shifts. Rather than have them mark themselves as offline, would it be possible to create an assignment rule based on days of the week? For example. Agent 1 - Works Mon-Fri Agent 2 - Works Tue-Sat Agent 3 - Works Wed - Sun Can I create a series of rules that excludes these agents from round robin based on the days that they work?
Bulk update not possible - field is used in a validation rule
Hello, we have a custom field inside (checkbox) a ticket layout and want to update this via bulk updates. But inside the drop down „Select Field to Update“ the custom field is not there. The field to be edited is used in a validation rule. If I remove
Problem with scroll on tickets of a customer on resolution above 1920x1080
Hello, when I open a customer in full screen mode and click on "Tickets" there is no scrollbar. This means that I have no possibility to scroll through the tickets. Only when I reduce the window, the scrollbar appears. This happens in Chrome, FireFox
Unable to find the URL needed in order to use the Iphone version of Manage Engine Service Desk Plus
We have Manage Engine Service Desk Plus Cloud version. We do not have inhouse servers. How can I find the URL that needs to go in the application on the Iphone when we first open the app? It's asking for URL and port number. Our company name is Certified
Zoho Desk Multi-Select Lookup
Hello, We are trying to sync our Zoho CRM with Zoho Desk and set up the contacts and accounts. However in the Zoho CRM we have used a multi-select lookup field for contacts with more than one account registered to them. So in Desk, there only seems to
Cant Reply, Reply All, and Forward
I have issue that i cant do these action: what should i do to solve this issue? Also, I have a question, when i look into Ticket by SLA report, i add column called Agent Responded Time, but this column always empty. is that any action required to make
Changing Teams names?
Our organization has gone through some changes, which resulted in the change of our Teams names. I need to update our Zohodesk accordingly. Is it as simple as editing the Team name and changing it? What happens to all the previous tickets under the old
Salesforce Custom Objects sync with Zoho Desk (besides Accounts and Contacts)
Is there capability for Zoho Desk to Sync with Custom Salesforce Objects? From the documentation I saw it could only sync with Contact and Accounts
why is the assigned person/owner missing once you create a task from the ticket itself to be added on the project?
Why is the assigned person/owner missing once you create a task from the ticket itself to be added on the project? - When you go to project after creating the task, the initial person/owner assigned from the ticket disappears on the project.
The 'feedback' form requires a ZOID to be submitted. Is an API call really the only way to get it?
I'm trying to submit feedback. The feedback form requires a ZOID to be submitted. Is an API call really the only way to get it?
JIra window not loading
We have Jira integrated with Zoho Desk and the window to link/create a desk ticket to a zoho ticket is not loading, it's just blank. See screenshot.
Turn Off Ticket Notifications To Specfic Accounts
Good Day, We have some clients that do not want to get the notifications when a ticket is created or closed. Is there a way possible to disable notifications for those who don't want to receive them? Thanks in advance, Sam
Zoho Desk - This site can’t be reached - ERR_TIMED_OUT
Outage for Zoho Desk, can access the other Zoho apps. See attached picture for error.
Zoho Books integration - cancel invoice and create new one with corrected time entries
Hello, we have the following problem. Below I will briefly explain the scenario as an example. In ZOHO Desk, we use books integration to calculate time entries for tickets. If several tickets and numerous time entries are invoiced for a customer, i.e.
Replying to Desk ticket adds 3 blank lines before signature
When replying to Desk ticket, 3 blank lines are added before the signature. I have to manually delete these extra lines every time I reply to a ticket (and that's A LOT). Why is this happening and how can it be fixed?
Can't change visibility of a category after adding kbase to helpcenter
Hello, I made the setting to show the Kbase in the help center. However, I cannot make a category or an article visible. The visibility change for a category is grayed out and set to none. How can I solve the problem?
Layout Rules in Zoho Desk
I'm trying to create layout rules to show certain fields based on the status field. All of the fields are shown in the layout at the beginning, however so the show field action does not nothing. How do I hide fields to start out and then show them
Automatically set the ticket owner as follower
Hi, we have 3 departments and when an agent moves a ticket through departments (e.g. from dept.1 to dept.2) the ticket owner sets to unassigned until another agent take cares of it. We would like to automatically set the ticket owners as followers in
Is there a way to display a message in the ticket form with a URL?
I want to display a message to users in our ticket form when they select certain options. I was hoping for a "message box" type of field but I'm not seeing that, so I am interested in other possible options. Ideally I would like the behavior to be: user
Site map
When i use the site map feature i see only 4 urls? Yet i have over 20 KB articles. How do i get my Knowgebase articles in the site map? Note no follow no index is not checked off.
Receiving a reply notify not working
The "Receiving a reply" notifications for contacts ist not working. We have added a E-Mail Template but every time a agent replys to the ticket the customer will just get this: The reply template looks like this:
Translations
Why is the translation of Zoho to Dutch far from complete and inaccurate? Half of the templates are still in English and the translation of words are terrible.
Billing capabilities of Zoho Desk and time tracking
Hi there, Can I set multiple different billing criteria that is also customer related? For example, I can charge customer X more as they are based in a developed country instead of customer Y that is located in a less privileged country. I would like
Zoho Desk x Cliq
Hi, I am trying to set up a workflow automation in which an alert with certain field information be sent if a specific field value criteria is met.. This is possible via email alert, but for some weird reason, it is not readily available for Cliq even
Connecting a ticket to an account in CRM without changing the contact
I want to connect Desk tickets to accounts in CRM where the contact person on the ticket is not apart of that account in CRM. Right now the tickets with the same email address as in CRM are connected. Our customers sometimes hire agency's to implement
Share Templates, Snippets (general information)
Hi Community, we are new to Zoho and using now Zoho Desk and Zoho SalesIQ (for Chats). In Zoho Desk we have 5 different departments. As in most customer service departments, most of the questions/chats are similar, so I would love to build up a good
Content is not available. Please try again after some time.
Hi guys, I've found that when we try raising a ticket in Zoho Desk that we get the following message: Content is not available. Please try again after some time.
On-hold untill planned date
Hi, We don't use SLA's at the moment (still working on new contracts with our customers). Untill then, we would like to have a field "Planned date" on which the ticket is being follow-up by a colleague. I've already added the field to the layout, works
Menu & Search bar description change
Hi Zoho, Is there any way to change the text content on the below red square highlighted below? For example I would like to change "Home" to "Helpdesk", "Knowledge Base" to "FAQ" and "Search our knowledge base or submit a ticket." to "Search our frequently
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