Help
Is it possible to change "Account name" to "Account ID". Labeling this a "name" does not make sense as you can only at this time use numericals. Anyways hope its possible, thanks!
Search by Ticket number in WhatsApp
Hi, I am currently using the WhatsApp business API beta on the Zoho desk. Is there any possibility to add an option to search chat by its ticket number in the WhatsApp module? Now we have the option to search chats based on the text, contact, and agents.
Contact Exports Improvement
Suggestions for improving the contact export so that it can be used to review/audit data: - A column indicating if "Show tickets from other contacts" is enabled - Because the system defaults this to on, we need to regularly audit this to make sure folks
What is Live Chat meant to do?
What is this Live Chat button meant to do ? Because mine does absolutely nothing...! I thought it was meant to be to get support from Zoho Desk - it's getting frustrating having to create so many forum posts every day just to ask 15 million questions
Zoho Desk automate sending tickets externally
Hi, The business I work for plan on moving to Zoho Desk for it's ticketing shortly. However one of the departments has risen a concern that they send most of their tickets externally to be resolved (to retailers). They currently use Service Management
Getting Ticket Details by Status and Date
Hello, I'm trying to pull in all Active tickets that were created after a specific date. The URL I'm using is the following: https://desk.zoho.com/api/json/requests/getrecords?authtoken=MyToken&portal=MyPortal&department=MyDepartment&created%20time=05-Feb-2017&Status=Open&selectfields=all
Assigning Tickets in Zoho desk
Hi Team, I am trying to assign a ticket to another person from another department. Although, the ticket has been assigned to his/her queue they are not able to see the ticket in their list. When I searched by providing the ticket# in their department
Code Highlighting
Hello, We are looking at add Code Highlighting on some pages of our KB that have code in the articles. Is this a functionality that exists already? Would someone be able to guide me to some documentation on this? Thanks!
If an Agent is offline can I raise a notification to the team on a customer response?
Hi ZohoDesk, If an Agent is offline, on holiday for example, is there a way of notifying a person or team when a customer responds to one of the tickets where an Agent is unavailable please? Thank you! Rich
Desk /Deluge checking Macro's
How Can we check macro's used on a ticket with deluge in zoho desk
How to pass Report Criteria/advanced filter in URL for Zoho Desk reports?
We have a report that we want to add an advanced filter to that gets dynamically set via a URL, so that our agents don't have to go and manually fill it out each time they run a report. I know this is possible in Zoho Analytics. I can't figure out how
Idea Reports for Community
I'd like to have a report that lists all of the submitted ideas and their statuses. Also, it would be nice to be able to convert a Question into a FAQ in the knowledge base.
Guided Conversations - Early Access update [February 2022]
Hello users! Have you tried out our newly introduced Guided Conversations platform available on early access yet? If not, no worries—we got you covered! You can still request access using this form, and we'll onboard you to our early access program. Since
Only emails count as responses on a ticket
Is it possible to have either comments on the case/ticket or calling the customer count as a response?
Error when sorting ticket
Hello guys I'm having a big problem today, every time I try to triage a ticket I get this error. When I try to reload the page and try the action again, the same thing happens. I need some quick help on this. Yours sincerely, Fabio.
ZohoDeskPortalServices integration error
Hi Team, I am facing this error while integrating ZohoDeskPortalServices pod with latest Xcode 13.3.1 and using swift 5. Please have a look. Thanks, Balram
Not able to figure out from where I can get, redirect URL
I am trying to setup, zoho federated signin with Azure AD, I am following below documentation https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/enabling-federated-login-for-help-center Link this documentation
Reports and Dashboards are now together called "Analytics"!
We have now grouped Reports and Dashboards modules under a new heading called Analytics. This is similar to the Customers module, which houses both Contacts and Accounts. So the next time when you are looking to access a report or a dashboard, you need
iOS ZohoDeskPortalServices integration issue with latest Xcode 13.3 and swift 5
Hi Team, We are integrating ZohoDeskPortalServices in our iOS app but facing run time exception. Below is the log: We are using Xcode 13.3 and swift 5 for our iOS project. This integration is using pod. Please have a look at the issue. Thanks.
On screen pop-up for agents?
Is there any way to have Desk provide an on screen popup if an account matches a set requirement?
How can I create available time slots for every employee?
I want when assigning a ticket to an employee on a specific date-time. the system defines the available slots for the employee.And when I assign a ticket to an employee at a specific date time, the system prevents me from assigning another ticket at the
Zoho Desk not working using Site Domain Name
I am trying to access my Zoho Desk. It is directing me to my website However I am getting a 400 error. I suspect it is becasue I have moved hosts and changed my Cloudflare. I need to have the redirection removed on my Zoho Desk so that i can again
Can't follow forums in Zoho Community
I don't know where to add this but I am unable to follow any community forums. Take this Desk one for example. It shows 169 followers, I click follow and it says success and goes up to 170 followers but it does not save and as soon as I refresh or navigate
Associate a new Account to an existing contact in bulk
Hi, I would like to associate a new Account to an existing contacts in bulk I see this is currently not possible - see article https://help.zoho.com/portal/en/kb/crm/faqs/sales-force-automation/account-management/articles/how-to-associate-contact-with-account-if-contact-is-created-before-the-account
Update contact numbers from ticket
Would it be possible to update the Contact phone information from the fields in a ticket, ONLY if the contact numbers are empty? The scenario is that on the ticket, I have the phone number set as mandatory. It happens that agents are filling in the phone
Daylight Savings Time change
We have the following Business Hours set for our company. When Daylight savings time ends on the East Coast in the USA, what must we change? Will the system automatically pick up the time change? For the East Coast of the USA on Sunday Nov 4th, our clocks fall back by 1 hour. So 2:00 AM becomes 1:00 AM.
Pagenumber in search results in the help center
In the help center I only see a forwards and backwards arrow on the bottom of the search results. Is there the possibility to add the page number, which I am currently viewing. See my mockup below. Thanks and BR
Zoho Community Leaderboard
Doesn't your community platform offer a membership page listing all members or a leaderboard etc else what is the point in the badges and point scoring system?
Agents photo included in email response from Desk and autosignatures
Hi Within Desk we have our agents and they include the photo of the agent. When replying to a customer via a ticket, can the response include the photo of the agent who has provided the response. Also, can agents have their own signature on the bottom
Add multiple users
How do I add multiple users to the Help Center at once?
Embed Videos in KB Articles from Gallery
Hi, I'm currently writing articles for our new KB with Zoho. There is a gallery feature which also lets you upload and show videos. I uploaded some tutorial videos and wanted to embed them in the corresponding articles. It turns out that you can not embed
Dispatch Scheduling
When will zoho desk build in dispatch scheduling, as an MSP we have to schedule on-site visits, currently we have to use Outlook or another system to schedule..... Thank you
Zoho Desk Limitations
Hello, 1. We have 100 landingpages and wanna map each form from website with an specific zoho desk team. But i see in desk plan a limitation: Supervise - Time-based Rules -> max. 30. See also my attached screenshot. Question: Is it possible to map each
add Products to modules sitemap
is there a way to add Products module to the main zoho #desk sitemap, similar to standard modules - tickets/kb etc., so that to get to the products one would not need to go to the Setup-> GENERAL-> Products, but rather directly from the menu? Thank
Service hours provided vs available in Zoho Desk
Hi, The use case is the next: A company sells service hours, for example sells to 10 hours of "X" service of service, I mean the customer has 10 hours available to request "X" service, the client generates requests, the agents attend them and record the
Domain Mapping
Currently I have mutiple domains mapped eight in total. When I add an addtional domain and get to the Apply Domain stage it states it will replace the original account domain. That is it replaces and deactivates the first domain name on the list (the
Unable to save integration in Desk
Hi, we are trying to integrate ZOHO CRM with DESK but from another customer, the integration looks like is correct after the authentication steps but when I hit CONFIGURE button and then select the Fields to be sync, I try to save the changes in order
Zoho Desk Portal SDK for IOS
Hi, When will this be released, compiled with 5.1.2? Im getting error message when attempting a build in XCode 11.2 Module compiled with Swift 5.0.1 cannot be imported by the Swift 5.1.2 compiler: / ZohoDeskPortalSDK/native/ZohoDeskPortalSDK.framework/Modules/ZohoDeskPortalSDK.swiftmodule/arm64.swiftmodule
Creating tasks in Projects from a ticket in Desk
How do I create task/issue in Projects from a ticket received in Desk? I activated this extension and cannot see that any change has happened in our Desk account - no additional items were added to the actions dropdown in a ticket...
Mail Not Delivered
Hi Team, When I am trying to send email to recipients through Zoho help desk, But it doesn't deliver and it returns the below error message. mailer-daemon@mail.zoho.com To <support@optisolbusiness.zohosupport.com> This message was created automatically by mail delivery system. THIS IS A WARNING MESSAGE ONLY. YOU DO NOT NEED TO RESEND YOUR MESSAGE. The original message was received at Mon, 18 Sep 2017 06:31:21 -0700 from support@optisolbusiness.zohosupport.com [support@optisolbusiness.zohosupport.com]
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