CRM & Desk integration
Hello, I have Integrated Our Zoho CRM with Zoho Desk and now trying to sync Accounts & Contacts. The Accounts synced successfully, but the contacts did not. Hope you can help. Thank you in advance, Natalie
Zoho desk Rest API
I want to consume zoho desk ticket API,but i'm getting error as unauthorized person (401 http error code). I am setting params orgid and access token still i could not able to figure it out.
Pipedrive integration
Hello, Our customer success team control the workflow and our customer base with pipedrive. I would like to know if there is a way to integrate the actions within Zohodesk with the activities in Pipedrive. Mostly the decision factor surrounds the need that we have in creating a task with zohodesk so this would generate a trigger to the Pipedrive API to copy this to an activity there. What are the possibilities? Thanks in advance!
${Cases.Recent Comment} not respecting line breaks
When we leave a public email and we notify the customer via an email, the email that the customer gets does not show any line breaks even though the comment posted did have a line break. The merge tag being used to pull in the comment on the email is ${Cases.Recent Comment}. EXAMPLE: Agent posts public comment: Hi Mike, We are happy your issues are resolved. Thanks, John ------------ THE EMAIL that uses the merge tag ${Cases.Recent Comment} comes to the customer and states: Hi Mike, We are happy
User setup
I have a few users who can register but cannot submit tickets. When I login and try to find them they are not listed as customers but they are able to login ? Once they login they get an error when they try and submit a ticket. Very strange
Create Users
I have a few users that are having a hard time setting up their accounts in the help desk app. Is there a way that I can just set these account sup for them and give them a password. Some of my staff is older and this just might be easier for them . Thaks
How to Limit The Creation of Tickets per Account in Help Center - Zoho Desk
Hello! We are needing to limit the creation of tickets per account for our users, but we cannot find a way to do it. My question is whether there is a way to set this limit. Thanks!
We can't access Zoho Desk suddenly
Dear Technical Support Engineer, We have been using Zoho Desk Free plan. But there was a following message and we became to be not able to access it suddenly. message: The trial period has expired. To continue using Zoho CRM Plus, please contact the administrator (xxxx@xxxx.co.jp). We were able to access few minutes ago. And before this issue appeared, we didn't get any message. What should we do for using Zoho desk free plan as usual? Could you please let us know? We appreciate your cooperation.
Forward an old ticket in a new one
Is there any way to forward an old ticket (attach it as we can do in Outlook for example) in Zoho Desk?
Increasing ticket numbers
Is there a place to change the sequencing of the ticket numbers? I would like to move it to a 10000 series.
Oauth flow
When I start the OAuth flow - if I state that I want scope Desk.basic.READ then description in the authorization page says: Write basic desk data such as organizations,agents,departments,roles,profiles,licence It should be Read and not Write. Says the same thing when I change the scope to Desk.basic.WRITE... You can see in the attached screenshot the relevant part of the URL and the marked line in the authorization text. Am I missing something?
Unable to create a sub-section with the wanted name
Hi Zoho, I recently wanted to create sections and sub-sections to articles. I was trying different names and seeing which one was looking best. When deciding that I would definitely name a sub-section as "installation", I could not do so anymore, and would receive an "unable to process your request" message. I simply removed the last letter (n) and it worked as "installatio", however, I really wish to name the sub-section as "installation". Could you please remove the "unable to process" refusal
Is it possible to create prompts when closing a ticket?
Hi, We've been using Zoho for a while and we're wondering if this ticket has had any updates. Setting up a workflow would really be a non ideal fix to this issue as it would be incredibly annoying and probably wouldn't give us particularly accurate analytics. Cheers.
SLA from customer view and hierarchy customer view
Hi, I was wondering if ZOHO allows customers to see their tickets, but most importante, see if SLAs are met or not. Another question is if a customer A with a higher level of hierarchy than B,C,D customers can see the tickets opened by them (B,C,D) along with his tickets Thank you,
I need to change my site name from mivor to mivors
i need to use mivors instead of mivor , mivors is an old site name i used before for my account , so i need to re use it for current site , i need support e-mail to be @mivors.zohodesk.com
Please disable SPAM filter
Hello, we has recently decided to try Zoho Desk. However, any email ticket that is forwarded to the support email addresses gets automatically placed into the SPAM ticket folder. Can we get this fixed? Thank you, Norma
Forwarding emails to existing thread being marked as PUBLIC
When an agent forwards an email thread to an existing ticket, that is supposed to be attached to the ticket thread as a private reply. Something recently broke and all emails that are forwarded to existing tickets are being made public. I tried this on my own by creating ticket as "customer" then I forwarded a random email between two unrelated contacts (neither of them being the "Customer" email), the email attaches itself to the ticket but is made public. I then log into the service portal as the
I mapped my domain to a work domain
i need to delete my domain mapping beacuase i can't access it
SSL certificate error
I am new to Zoho Assist, but I'm trying to link our new Zoho helpdesk to our domain via the subdomain https://support.vinteractive.com It appears the CNAME change we implemented is working, but we're getting an SSL error that looks like this: *********************************** Warning: Potential Security Risk Ahead Firefox detected a potential security threat and did not continue to support.vinteractive.com. If you visit this site, attackers could try to steal information like your passwords, emails,
Enduser cant create account, neither can we for them.
Hello community, When a user tries to create an account on zohodesk, the request is rejected and an error is produced stating to try again. When we try to create an account for the end user internally, we get the following 'some error has occurred', screenshot attached. The helpful error message is very helpful..... What can be done about this, is the users domain somehow blacklisted by zoho? I cannot share the users details but the domain they are using is hughes.net
Escalation
Greetings, When I use an SLA rule and a ticket gets escalated, how can I make the status change to something else (for example escalated)? Bare in mind that I want a ticket that hasnt been replied by a agent to escalate and not all tickets.
TimeZone for Business Hours inside Desk
In Trying to enable Business hours it appears that there are no entries for EST Daylight Savings Time. Am i missing something or is it not in the drop down list? ~ron
SLA Setup across multiple offices
HI we are looking at changing our current support system as the whole SLA / company hours is not very flexible. Currently we offer UK support to our UK customer, US support to our US customer and UAE support to our UAE customers over the different timezone, excluding holidays. We now have a requirement to offer some of our customer extended support which means that they can get support from any of the 3 offices based on that timezone excluding the regional holidays. Example ticket gets raised on
Ticket Closure
Greetings, How could I use 2 types of email templates for ticket closures? For example I need a type "A" email template for tickets closed by agents and a type "B" email template for tickets closed automatically after no response. And how could I put these in to a Supervisor Rule? These are for alerting the contact (the ticket creator).
Desk don't send message proprely. the customer receive a message from an address with "via desk-mailer.zohodesk.eu"
Hello, I don't resolve the following problem. I have a department address configured : helpdesk@domain.com This address is also configured in From address Everything works well except when Zoho responds to a new message arrived by mail or for agent notifications or customer portal invitation. On the over hand, the mails sent by the agent after ticket is opened arrived with correct smtp header ! But for the client notification of new ticket for instance, the client received a mail with Company Helpdesk via desk-mailer.zohodesk.eu
Zoho Desk Custom Help Desk Fields Limit
I would like to increase the number of Custom Help Desk Fields allowed per account. With the introduction of several complex forms into Zoho Desk, and especially with the recent additional of Layout Rules, my company has quickly hit the global limit for custom fields after only 7 forms. We have plans to introduce additional departments and custom layout requests in Zoho Desk, but are limited by the current Custom Field quantities. This Knowledge Base articles states that the number of custom fields
User Accounts have different email/username in Zoho Desk and Zoho CRM, can't load CRM Data while in Zoho Desk
I have always had a Zoho CRM username (mikhail@ourdomain.com). I created an account in Zoho Desk and used one of my Gmail Aliases (claims@ourdomain.com). I have set-up the sync between zoho desk and zoho CRM. The issue I'm having now is that if I'm logged in to Zoho Desk as claims user, and I'm looking up a users data in the CRM through the link. I go to potentials tab, and it shows me the deal that they have. I click the button (attached screenshot) that allows me to open the potential in a new
Not able to create Ticket Templates with Professional Edition
Hi, We're trying to create Ticket Templates as part of a support contract that the organization established with a customer. I noticed we have Zoho Desk Professional Edition, which includes being able to create these templates. However, when I go to Ticket Templates, it shows a message error: "Access Denied. Your current edition does not support this feature. Upgrade now.". Why is this happening if we have Professional? Is there another requirement in the subscription to access and create Ticket
Class memorization - vendor add
I am transferring form old software system and as I am entering our vendors, my class designation is not auto populating. Each time I enter a new expense I have to enter the class and details each time. Is there any way to save and attach this information to the vendor, so that it auto populates each time?
Pre-defined Date Range for the past 1 year or last 12 months
Hi, It would be nice if we can have an option to select "Last 12 months" as you have already added Previous FY and Export to CSV function. Most of us would like to know outstanding tickets logged for the last 12 months and this would be the best option instead of defining the date range manually every monthend. Thank you. Regards, Jordanne
How to get "Comment" in Help Desk to change ticket status
Currently, I have a blueprint in place that when a customer responds back to a ticket through the helpdesk using the "reply" option it changes the status from hold to open. However, if the customer responds back to the ticket using the "comment" option, it does not change the status of the ticket. How do I ensure that the status of the ticket changes no matter what response option the customer decides to use? Best regards, Sean
Problem to create a webhook
Hi Zoho Support, I am trying to create a webhook to listen tickets update events and I got an error. POST https://desk.zoho.com/api/v1/webhooks This is the body: { "subscriptions" : { "Ticket_Update" : null }, "isEnabled" : true, "url" : "https://200.106.245.34/jcn-client/tickets" } This is the response: { "errorCode": "UNPROCESSABLE_ENTITY", "message": "Validation failed for the condition : The endpoint failed to respond with status code 200 " } Can you help us please what could be the
Customer Portal
Hello, I have a question about the customer portal, can you set it up so that users are able to see requests from other users at the same company? For example lets say I had company ABC books, could a customer portal user search all requests submitted from this company or just the ones they have submitted? Thanks, Darren
Customer Portal Sign Up
Hi, We've just started using the customer support portal and realised we don't actually know who anyone is who's signing up. When users sign up we need to know what company they are from and their phone number. Please can you add this as soon as possible. Thanks, Richard
Links in Desk Knowledge Base articles are too hard to see.
Hi, is it possible to make links stand out more in desk KB articles? They are impossible to see. In the first image below you'll see the link is too hard to see. However, the same article viewed from the salesIQ KB is easy to see. The same article is synced to salesIQ and it is easy to see the link because it is blue text. Thanks for your help, Troy
adding company domain to zoho desk
Dear all, i am new to zoho desk.can i add my company domain to zoho desk so if one of our client send me email to my company email address can i receive it and reply from zoho desk. i am using zoho desk free version hope you will understand it. thank you
Confirm open of ticket responses
In Zoho CRM, under Accounts/Emails, Zoho will tell you if an email has been opened. I assume this is done with web beacons. Would you please consider adding the same functionality in Zoho Desk for ticket responses? A good place to put this would be under the Ticket history. Thanks!
Can we give user access to one help center en not the others ?
Hello, Concerning Help Centers and user access : there is any possibility to separate users rights ? In my company, we manage many help centers (1 help center = 1 company). When I create user and I given "final user" rights to this user and so to be abble to loggin into his help center... I can't say "this user can loggin to this help center an not the others". Today, my final users can acccess to all my help center. Thanks,
Email fetching dont work
Hi, We encounter an issue which suddenly zoho desk stop creating tickets via email. I try sending multiple support to the support email address but still no ticket created. I've been testing zoho desk for a couple of days but when I decided to replace my current system to zoho desk this issue happen and Its not good. I'll be going back to my old system while this issue persist. Thanks, Christian
Customer service made simple with Zoho Desk, now with iOS 13 experience
Hello All, This year like all the others had the internet buzzing as Apple announced the release of iOS 13, the latest update for iPhones. We are celebrating this release too because with iOS 13, we can enable agents to make the most out of their day helping customers using the Zoho Desk mobile app. Here’s what we have in store for you with this update: Dark Mode: iOS 13 has released the Dark mode feature for the device, and we're right on the money as well. Dark mode provides better legibility
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