The new and improved Reply Editor, tailored to your requirements.
In the past couple of months, we've received many requests from you to expand the functionality of the Reply Editor within Zoho Desk. In light of these requests, we've modified and added a host of functionality to the editor. Here are some things you can now do: Paste clipboard images directly into the reply editor. Sending images has never been so easy! Uploading one image at a time can be incredibly tiresome. Now upload multiple images at once. Table Enhancements: Play around with table sizes
Unwanted tickets
Greetings, We receive emails from advertisement companies or automatic replies from payments ext. and they all turn into open tickets. How could we delete or automatically close the tickets?
Escalating a ticket
Greetings, How could I make an open ticket with no response from any agent to escalate and alert a specific agent - manager and to be assigned to a Team or multiple agents? Thank you!
Layout Rules — Mandatory Fields Show Up Immediately
Thank you SO much for creating Layout Rules in Zoho Desk! Really, it's an amazing feature, and we really love having it. An amazing feature would be a dropdown menu that immediately requires input for fields that a layout rule marks as "Mandatory" (see screenshot below for how this works in CRM). For example — one of our customer service agents runs a macro that updates the "Assess Fee" picklist value to "$20 fee". When this picklist is updated, the fields "Customer Card Number", "Fee Reason" become
Let your apps converse with each other, seamlessly.
Let's face it, managing a customer service operation is a mammoth task. Tickets come in from multiple channels and cater to different departments. The customer service team acts as a liaison to coordinate with internal teams and close tickets as quickly as possible. To add to this, most organizations use a variety of software for their internal functions like sales and engineering, creating a complicated web of apps. This calls for a universal connector that can integrate your customer service software
Treeview embedded in widget on Help Desk Home Page
Note: Zoho agents, please leave this discussion so I can hear from your users only. I already have a ticket open trying to find a solution for this, but it is taking too long for Zoho to find me a solution. Would like to ask Zoho Desk users only. I'd like to hear from other users of Zoho Desk, how you have setup your Home Page to create better navigation on your support process. I'd like to include a navigation treeview directly in my custom content on the home page, however Zoho support tells me
Zoho Integration with XERO - as of October 24, 2013
I've done a few queries into XERO integration and clearly there are solutions. I was hoping either some of the community could share what they used to accomplish this? otherwise, if there are vendors/developers that have current "Out of the Box" integrations solutions, I would love to hear from them. As well, Zoho support? Do you have recommended solutions for XERO integration? "approved" integrations?
Product Subcategories in Zoho Desk
Hi, I'm looking to setup subcategories in our Products in Zoho Desk, I'm imagining a directory tree structure. Main Product 1 issue 1 issue 2 issue 3 etc Main Product 2 issue 1 issue 2 issue 3 etc So if Main Product 1 is selected, only issues within Main Product 1 can be selected in the Subcategory. I've create a custom Picklist Field and added the field to the Layout. As of yet I haven't added in anything into the field, such as issue 1 etc. Is there
Tickets being opened in Help Center are not sending description to ticket.
We have suddenly in all of our departments started receiving tickets where customer entered a description and the description does not get submitted to the ticket. Only a subject. These are tickets submitted from the help desk. When we contact customer they are saying the did enter details and they don't know why the ticket didn't get submitted. Are other customers suddenly experiencing this issue?
Assign Tasks in Ticket to Customer / Contact
Hi, as i learned from ZOHO Desk support it is not possible to assign a task within a ticket back to the Customer/Contact... Does anyone have the same requirement and did a workaround. We sometimes need to request additional material from a customer, or he/she should upload something to help us solving the issue. This should be integrated in the ticketing process somehow i tried to do it with comments in ticket, but in this case, the customer / contact does not get an information, so it is not useable.
Users from Zoho Desk cannot create tickets from portal
I recently created my help desk using zoho desk. So i tested it creating a contact and adding as end-user. After that the user could create tickets by email or by Help center. But later, I clicked on delete that user (from settings, help center, users). And after i recreated the user with the same email again. Then I tried one more time to create a ticket from email: sucess. And as well to create a ticket from the help center: fail. I can't do it anymore. After press "send" it appears a message :The
Notify agents when a new ticket priority is set to Critical
Hi, I have added a new priority named "Critical". I would like, as an agent, to be notified whenever a new ticket is created by a customer and the priority is set to Critical. what is the best way of doing that? Notification can be as an email/SMS/Push in the Zoho Desk app Thanks!
Is there a way to make the phone pop-up moveable?
We integrated our Ring Central phone with Zoho. We like to log calls as tickets. When a call comes in, the Phone pop-up comes in Zoho so we can "add a ticket". Is there a way to make this pop-up moveable so that we can move it to a different part of the screen if we need to?
Notification settings by user/team
It would be great to have Agent and Team notifications able to be managed/set at those levels. Having it at the Department level makes it hard. Example: I have a finance team under my Operations Dept. Since Finance only gets tickets once in a while, they want to be able to receive an email notification that a ticket has been assigned to them. The only way I can do that right now would be to set it at the Department level and then multiple agents under that dept get notified every time a ticket
Is there any way to retrieve multiple records by providing their record ids?
Hi Everyone, I got stuck in retrieving multiple record details by providing multiple record ids. I need to pass in a way where multiple record ids are given as input and retrieve the details of those multiple id's. In Previous version (V1) it had List Contacts By Ids API Calls, but in current version(V2) they or not available. Reference link :https://desk.zoho.eu/DeskAPIDocument#Contacts#Contacts_ListContactsByIds so can anyone please suggest some solutions to retrieve multiple record details by
Remote Authentication Issues
Hi. I am trying to set up remote authentication, by following this guide https://help.zoho.com/portal/kb/articles/setting-up-remote-authentication. However when I fill in the details on the setup page (Remote Login URL, Remote Logout URL, etc), I always get the feedback that I need to logout, and just after there is a popup telling me that URLs and IPs are invalid. Then I logout, and try to login using my mapped domain, I get a 'Not Found'. When logging in using the 'safe url' (https://support.zoho.com/support/<myportalname>/RLConfig.do?actionName=showRL),
The ASAP Add-On for the Web
ASAP Add-On for the Web : Your end-customers is that they do not have to navigate to a different page on your website to access help articles or seek help from your customer service personnel or interact with fellow users of your service or product. They just have to click a single icon on your website. NOTE : First of all, you need to create your account in ZOHO Desk. After that you can integrate your Add-On for the Web. And please follow below steps... Click on settings icon at top right corner.
Ask the Experts 8: A 5-hour online Q&A on everything Zoho Desk
Welcome to Ask the Experts session! This is a monthly discussion in forums; wherein a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer all question posted here.
Clicking an account or editing a ticket opens a new zoho page and then stops your timer
I cant tell you how many times I have accidentally clicked to edit a ticket and I lost my on going timer. Is it possible to have this open in a different window or tab by default so we dont lose our timer? Also it would be nice if there was a way to edit the ticket subject without having to go into the edit ticket page as this slows down the work flow. Would be nice if you could do this similar to how you can edit the waiting status or comment from the left side.
Departments in Desk
Hi - We are relatively new to Zoho. In Desk, we have multiple Departments (Depts.) with assigned Agents. Is there a permission or role that can be created or defined that will allow an Admin to view tickets, work with the Setups for varying Depts. without becoming an agent of that Dept.? Any suggestions? Assistance appreciated. Thanks.
Email team on ticket closure
I have the free version of Zoho Desk. Is it possible to send an email to the team of agents when a ticket is closed? I have set the customer to get an email but want one to the agents as well. Any help would be gratefull Colin
Questions Regarding Desk
Why is it so difficult to merge tickets that have different statuses? I have found a work around to do this by creating a custom view that includes open and on hold tickets but it's honestly a pain and doesnt work very well because you also cant display more than 20 tickets per page and they are sometimes on different pages. Why can we not show more than 20 tickets per page? Is this something that can be implemented? Why can we only merge three tickets at a time?
Configuring Deskbot notifications
Hello, We have recently integrated Zoho Desk with our Zoho Cliq and I want to know if it is possible to configure the times that Deskbot sends notifications to users daily. Currently Deskbot is writing to the #desk chat at ~2:45pm and ~11:50pm daily instead of the described "10am" and "7pm" that the integration link shows on this page: https://www.zoho.com/cliq/help/integrations/zoho-desk.html Clearly the timing is not quite right for our organization. Is there any way to configure this manually?
Need GST Invoice
Since 4th July 2019 I was asking zoho team to provide us GST invoice of our order. but till date Zoho Team are not able to provide. I never faced such kind of world class pathetic service from any service provider. I never recommend ZOHO as service provider. There is no such escalation matrix to escalate your concern
SLA
how to assign multiple SLA's of same department to the one account.
Api call don`t return all list of time entries. Response limit
I am trying to get list of all time entries by account, but api call return only first 10. How i can resolve this issue? As additional information, i am using trial account mayby limit is caused therefore.
Change in subject by replying on ticket.
Hi Team, we dont have any auto tagging of ticket. i want such a functionality when we reply on the ticket then system should tag the ticket with department name.
How to Setup a Scheduling module with time windows for a service fleet.
How can we Setup a Scheduling module with time windows for a service fleet, with agents and teams, and have the address for each job site synced with the CRM, and have it posted to the ticket, and have a time schedule module that will have all the info for who will be available in that time frame, and who will be in that area on the proposed schedule date, and /or team. and that shold also be synced with Zoho Calendar so the agent/user can see his/her schedule for that or any other day.
Webhook for Time Entry Add/Update/Delete
Hi, Is it possible, or on the road map for Time Entry events to be reported from the Webhooks functionality in the API? There doesn't appear to be anything in the Webhook documentation about Time Entries. We are trying to achieve a "live" copy of the ticket data for reporting/analysis with our other systems. We can get most of the information with the exception of Time Entries, however this is the most important part of information that we need for analysis. Thanks,
Printing Ticket
Can any help and show me how to print Ticket. Been waiting for more than a year, still no news from Zoho team. Thank so much. Michael.
Why it gives me bad request while I'm trying to create new ticket using postman
Currently I'm trying to create a new ticket, I set the subject, departmentId and contactId the required fields and it is still give me error: 400 Bad Request. I set the orgId and Auth. Key also, I can display Tickets, but I can't create new ticket. Thank you
Uploading Attach File to Zoho Desk Ticket
Hi Zoho, Now I'm trying to upload file to a specific ticket, but the code still missing some data, I can't get it: $path='uploads'; $filename='123.jpg'; $fullPath=$path."/".$filename; $fields = array( 'filename' => $filename, 'content' => curl_file_create ($fullPath) ); $curl = curl_init(); curl_setopt_array($curl, array( CURLOPT_URL => "https://desk.zoho.com/api/v1/tickets/{$ticketId}/attachments", CURLOPT_RETURNTRANSFER => true, CURLOPT_ENCODING
Any way to globally change the timezone for users/agents in the admin portal?
I see it's an option in certain Zoho products, but not in Zoho Desk. Maybe I am overlooking something somewhere though. Any ideas? We have almost all users set in PST instead of EST. Thanks
Sync bidirectionnal desk to crm doesn t work
Hi, i configure desk and crm connector from each side for sync account and contact but desk account and contact still empty. When i had it manually to test in Desk i don't have sync in crm. I don't have any problem message everything seems to be well configured. thanjs
Reply from Domain email but make customer reply to Zoho Desk Support email
Hi if we reply to a customer through Zoho Desk it uses our domain email. The problem is that if the customer replies back to that email, it will also email back our domain email instead of our support email at Zoho Desk. Is there any way for us to email customers from our domain email, but then, when they reply to the email, the reply to address would be our zoho support email address? I know that this is possible when we send notifications to customers for things like comments. But I need to know
Getting ticket attachments
Hello, How to download ticket attachment? I'm using List ticket attachments to get every attachment, and response "href" has URL that shows Internal Server Error https://desk.zoho.com/DeskAPIDocument#TicketAttachments#TicketAttachments_Listticketattachments Can you advise? Kind regards
Multi Domain Users all going to 1 Department, how to set to respective departments,
Hello all, We are new to zoho desk (paying customer), we have created multiple departments in desk with the scope that each domain has its own department, for example user@a.com emails issue should go to A Department, then user@b.com emails issue should go to B Department and so on... currently all users irrespective of thier domain go to our main department, kindly advise what needs to be done to create a rule like: if *anyone*@a.com move ticket to A Department if *anyone*@b.com move ticket to
How many users can I have for 10 Professional Zoho Desk Licenses?
Hello I bought 10 Zoho Desk Pro licenses and I want to know how many user can I have besides the 10 Agents I already configured?
How do I search for tickets that have not been responded to
Hi, How do I search for tickets that have not been responded to or when the last touch was customer's? Is there a way to easily visually determine from the standard views? Tried community but couldn't find a similar issue. Thanks
Deprecation of XML/JSON APIs in Zoho Desk mobile app
This is to inform you that Zoho Desk's old XML/JSON APIs have been deprecated and we have moved on to using REST APIs across the platform. The new APIs provide richer features and ensure better performance and reliability. The changes have been made on the Zoho Desk mobile app as well. Here is a link to the announcement we made about a year ago. What does this mean for Zoho Desk app users? If you have not updated the app to the latest version, you are likely to face issues with accessing tickets
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