Can you add Account Name to general ticket view?
Hello I was wondering if it is possible to add the field "Account Name" as a drop-down menu (see screenshot below) instead of having to click on the pen-icon and edit the ticket? Thank you.
Help Please
I am not receiving outgoing emails from our Zoho DESK. Is there a setting that I may not have enabled correctly? Thanks Steve
How can Configuration be set for Desk Invoke API during local development?
{ url: `https://some.protected.url/`, headers: { "auth": "{{password}}" }, type: "PUT" } I am sending this request using ZOHODESK.request() and it successfully replaces the {{password}} when running in prod
Share tickets to specific agents
At the moment it is only possible to share a ticket with another department and not only with a specific agent. In some ticket there is a need to involve a specialist agent to help solve them but they shouldn't see any other tickets. The workaround I'm
Add dashboard to help center
How can I add a dashboard in the help center so that each customer can see a summary of the status of their tickets
HEBREW FOR ZOHO DESK
HI I WOULD BE HAPPY TO GET ZOHO DESK IN HEBREW. THERE IS AN OPTION TO HAVE IT?
Issue with config parameters for extension
Hi There, I am having a hard time to get the config params working, whenever i add the following to the manifest json as an example the extension produces the console errors as shown in the attachment. { "authType": "personal", "type": "text", "name": "grippPortalUrl",
Desk AccountId - CRM AccountID
Guys (and Ash), I am using CRM-DESK integration "one-way" - so all CRM accounts and contacts are synced to Desk. Every now and then, we still want to add a DESK contact to CRM. For this, I'm using a checkbox custom field and Zoho Flow to populate the
High Load Times & Unresponsive Zoho Desk
Hi Zoho team, weve been experiencing high load times, unresponsive page whenever we use our zohodesk, this happen since we started to use our desk We are based in Indonesia, do you have any work around? this also seems getting worse day by day
Unable to use round robin when ticket updated through list view
I've tried to move ticket from spam, and my plan is to update the ticket owners ( which is obviously there are no ticket owners because they moved from spam) in round robin manner - with pretty simple condition of ticket is open, but it doesn't seem to
Import time request
Hi, l have imported an excel file successfully, but l would like to import the time entry tab (minutes spent). could you kindly let me know how to add this information? thank you! oriol
Mail Storm Loop
Hello All, There has been an issue of a "mailing loop” inside Zoho was brought to my attention, i.e. we had a scenario where the configuration of our ticketing platform and its automated replies, entered an endless circular loop with that of the end client
Show time entries in Portal
Hi there. I have a question regarding time entries. I would like my clients to see the time entries I put in their tickets, how can I acomplish that? Thank you.
How do I see how many emails that I've sent for specific interval? and is it possible to check if an email contains customer happiness rating?
Refer to title for my question
Subcategories dependent on categories
Dear Zoho! Wanted to check with you if it is possible to make subcategories visible as a list of items which are displayed dependent on categories. I know it is possible to pick one of subcategories by dependencies but I would like to kind of have a list
Picklist field values displayed and updated automatically in custom views, reports, workflows, supervise rules and blueprints
At the moment picklist values in custom fields and some standard fields have to be entered manually again when used in custom views, reports, workflows, supervise rules and blueprints. This leaves room for error initially and also makes it hard to make
Creating a Form from Desk
is it possible to auto populate fields from a desk ticket into a form? currently the user submits a form, it goes to desk, back and forth, then they agree(hopefully). If they agree id like to have them sign something. id like to make it as easy as possible
Community Round-up: 2020
First and foremost, thank you for being a part of our growing community, and helping us build something great! The year began with much excitement and with hopes of making 2020 everything we believed our community needed and more. Though the year didn't
How to unpublish or move Knowledge Base article to draft
We have a couple articles that were published on our KB that we would like to move to draft until they are edited. I see how they can be moved to a different topic or deleted but can you direct me on where to go to unpublish/move article to draft? Thanks!
Delete ticket
Hey, I am trying to replicate this: https://help.zoho.com/portal/en/community/topic/automation-4-auto-delete-tickets-based-on-rules jsonString = {"ticketIds":{ticketID}}; deleteTicket = invokeurl [ url :"https://desk.zoho.com/api/v1/tickets/moveToTrash"
invoice customer for support ticket
hi i'm a new user and trying to figure this out. we would like to provide service to our customers using the zoho desk platform. when item is during warranty, service is free so there is no issue. but when we provide service for out-of-warranty items,
Is it possible to customize the Jira issue form in Zoho Desk
Currently when filing an issue in Jira via zoho Desk, only limited fields from that particular project is shown, is it possible to customize so all fields in Jira under that particular project is reflected in Zoho Desk as well?
Customer Names
When customers send in an email ticket their customer details get filled in automatically. However, their names dont seem to autopopulate correctly. I.e. with an email such as john.smith@gmail.com the customer name gets filled in so that the surname is
Integrating the Help Center KB with our own website portal
Hello We're about to purchase an Enterprise level account so we would have access to the multibrand help center. Is there any SDK/integration available for the help center? We're currently building "Help Center A" which is completely public with any logins
Including ticket URL link in Desk emails to customers?
Do other people here need/want the ability to include a URL to that exact ticket in email messages sent from your support agents to your customers via Zoho Desk? That way your customers can effortlessly get right to that ticket in your Desk instance.
Filter using date parameter
Hi Team Is it possible to filter out contacts and accounts based on modifiedTime parameter where we will be able to list only new and updated contacts ? If so could you please explain the procedure to achieve it?
Mass Update Contact Layouts
I have a couple of hundred contacts in Desk on an old layout. I want to move them to a new layout - ideally without having to manually edit 100's of contact records. I tried exporting - in an attempt to set or change the layout on re-import (as this works
Happiness Ratings not showing
Hi Team, New to Desk. Happiness Rating is set to be sent out on all responses. We are testing with gmail, but no smileys, not even a link to ask for happiness rating. Have I possibly configured it incorrectly.
Newbie Desk User
This question relates to branding. We have created the portal, and the SSL certificate is now applied. Therefore the URL now looks like our own, etc. Question: When a contact creates a ticket, the response that is going out is from email address: support@companyname.zohodesk.com
Zoho transactional SMS's
Hi All I would just like to know if you can send transactional SMS's through Zoho and if so can it be automated using Zoho Desk? regards Brendan
GET /api/v1/tickets returns always assignee=null
I'm calling DESK API /api/v1/tickets with following parameter: 'include' => 'assignee', However, in result, 'assignee' is always null, even if the ticket is assigned to an agent. This was working a few days ago, but does not work from
Can't receive email through zoho desk
Hi currently i can't receive on zoho desk, already test from another domain no one received yet. please help ...
Heads Up: Planned Maintenance on US and IN Servers
Hello, everyone! We have planned to execute an update for the US and IN DC accounts between 6:00 a.m - 9:00 a.m, IST on 17th January, 2020. During this update, there could be intermittent email fetching delays for customers present in a few of the clusters.
Not receiving notification emails
Dear Sir, We have configured to receive notifications from "Settings". But we are not getting any notifications. Am I missing something? Pl advise...
Agent cannot reply to ticket
Some users/agents have had some difficulties responding to tickets. When the user tries to respond to a ticket by clicking on the “reply all” icon, no action happens. This only happens for some users, but this agents have the exactly same permissions
Seperate departments from categories in Community
Hello, It would be nice if we can add a category in the Community apart from the departments. Our use case is: We have one support department but want to have more than one category in the community. Therefore we now have made more departments. The problem
Ticket count by status by day
Hello, We would like to follow ticket count by status by day to understand our backlog evolution (open and pending tickets). We have tried to achieve that kind of reporting with the "Reports" module but did not found how to do. So far we have managed
Closed Tickets Not Displaying
Starting this afternoon, my closed tickets are not showing up. They were there this morning. I have to search for them in the search bar. Anybody els having this issue?
Knowledgebase Permissions
Hi, Does the knowledgebase for each department stay separate from one another? I.e. an agent from one department cant see articles entered into the knowledgebase of another department? Thanks
Support Email Address limitations
I am having issues with the limitations of the Support Email Address. The docs describe that you can have unlimited From Addresses but only 100 Support Email address (Enterprise). However, this does not make sense. Scenario: xyz@mycompany.zohodesk.com
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