Create Invoice from Contact Time Entries
Currently, it looks as if you can create an invoice for each ticket, or you can create an invoice from time entries associated with a particular contact. However, I would like to be able to create an invoice for an account, which includes all unbilled time from any tickets associated with the account. Sometimes I have many different tickets from many account contacts, and I would like to be able to bill them monthly on a single invoice, similar to how we can do it from the Contact "Time Entries"
KB Redirect
Evening Community I am facing a problem i have yet to resolve. When Visiting the Knowledgebase in the helpcentre it wal always redirect, how do i stop this Go To https://desk.zoho.eu/portal/mycompanyname/kb/ This will then redirect to https://desk.zoho.eu/portal/mycompanyname/kb/support/ Support being a department in Zoho
CNAME not being recognized
I added CNAME pointing to zoho as outlined in the instructions: and created sub domains. but not working here Created the following sub-domains pointing to: https://desk.zoho.com/portal/vanersitytech/ What Am I doing wrong?
Ticket Limits in Zoho Desk
Is there a limit to the number of tickets that can be created in a day or that can exist in an organization within Zoho Desk? Are there any ticket limits that I should be aware of? Thanks
Ticket Email Notifications - Timestamp Mismatch
Hi there, We have noticed that when we receive the "FirstName LastName has submitted a new ticket" email, the times intermittently don't match. For example, the timestamp on the email header is different than the time shown in the email body section "A new ticket has been submitted by <user> at MM/DD/YYYY HH:MM AM.". See below: In the example above, the time is different by 3 hours, but some users have a time difference of 1 hour. The computers they are submitting the tickets from are in US eastern
Can Zoho Support API retrieve data from my Custom Fields?
I have one custom field that I would like to read from the API but I don't know if/how I can do that. Any help?
Phone Brige not working(License check failed. Contact Zoho Support)
./../classes/:./../lib/HTTPClient.jar:./../lib/AdvWmsServerCommon.jar:./../lib/ZohoTeleAdapter.jar:./../lib/json.jar:./../lib/AdvWmsCommon.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar =============================================================================== . . REMOTE_HOME: ./.. . JAVA: /usr/bin/java . JAVA_OPTS: -Dadapter.home=./.. -Djava.util.logging.config.file=../conf/logging.properties . CLASSPATH: ./../classes/:./../lib/HTTPClient.jar:./../lib/AdvWmsServerCommon.jar:./../lib/ZohoTeleAdapter.jar:./../lib/json.jar:./../lib/AdvWmsCommon.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar
2 tickets with the same ticket id
We did realize this issue when we were trying to link a new ticket to another one. The target ticket number does appear on 2 separate tickets. Both of them are about the same issue. One was created by the customer through the help center and the one was created when an employee did forward it to helpdesk. Also Desk did not allow as to link to the target ticket at first. The system displayed the error message which was informed to you yesterday by Harry Brant on the "Linking Tickets" post. Later on
Zoho Desk slow
Zoho Desk used to run fine in Chrome for me (Windows 10). I had no problems. About 2 weeks ago, it slowed down noticeably. There is a significant delay when I type and then see what I typed. When I click a button, it can take a long time to respond (up to half a minute). Before, this used to be instant. I tried opening Desk in Edge but not much better there. My co-worker indicated she has no problem, so I wonder if there is a setting that was changed or something else I can check in my configuration.
Activity list view based on ticket status
We need a filter for the activity list which shows the activities based on ticket status. You normally display the ticket status on the activity layout and lists but we can't create a view which utilizes this field (Ticket Status). Please consider adding this field into the activity view filters. We require this field to be able to select the activities which are still open but belong to tickets which already have been closed. We want to close them in bulk.
Error message when browsing activity list
I'm getting the below error message when browsing the "My Open Activities" list. There is one task on my list which I can't open. I think that I'm getting this error message after trying to open it on the sidebar and then trying to change the page number of the list. When I try to open this task on a new page then the system doesn't warn me but tries to open the page without success.
Ticket reply notification being triggered when I reply
When I reply to a ticket via email I receive the ticket reply notification. How can I make it so that I only receive ticket reply notifications when the user replies, not me?
Ticket Data Discrepancy
We are currently evaluating the Zoho Desk to fit in to our workflows. We can see this is very much straight forward to fit the features of the Desk with the processes by little modifications. We were recently trying to update the contact details, such as Phone, Email and some custom fields we have added out of need to our requirements. So according to the basic flow if a user contacts through any source a contact and a ticket is created in the desk. So basically ticket is a shared part of contact
Prevent customers from setting ticket priority, due dates, and escalations
This is a new thing thats been happening and its been pretty frustrating. Recently we've been receiving new customer support tickets with customers preselecting their ticket priority, setting due dates (sometimes setting this up for immediate response, offten after hours, so we'll come in to new tickets showing up as late). Also, we have our internal processes for ticket response priority (answered in the order received so their preselections are irrelevant. Also, customers are setting their messages
How can I modify the email template for approving end user signups?
Hi, I need to modify the email template (attached) which is isued to Admins when a request for approving end user signups in the Help desk web is submitted. I don't know where I can find it. Thanks in advance. Sincerely,
Radar vs Desk - mobiles apps comparison
Hi. Could someone tell me whether there are any differences between those two apps in terms on features and functionality? I am aware that Radar is designed for managers and it has totally different UI but are any functionalities missing in Radar comparing to Desk app?
Notifications Not Appearing
Hi, The notification pane on the right side is blank and doesn't show comments, replies or ticket updates etc. How can we re enable the notifications please? Thanks, James
Only Show Notifications for Current User
In Zoho Desk, Notifications pop up any time any user does anything. For our support agents, we don't want them getting these distracting browser notifications all day long. How do we change Zoho Desk so that the browser notifications only display information for the specific logged in user, and not every notification about every user?
Get all the tickets in a custom View where modifiedTime is greater than 1 day
Hi, My issue is that I need to retrieve all tickets in a View that the modified time is more than a 1 day for example. With the search tickets Api I can't filter by viewId. and with https://support.zoho.com/support/APIDocument.do#Tickets_Listalltickets I can't filter using for example the Param Name modifiedTimeRange How can I achieve this? Regards, Evelio
How can I remove the link to "show all products" from the new ticket submission?
Hi all. Is there a way for me to remove this link to "Show: all products"? We use products to represent support contracts specific to individual accounts. By having the link to "show: all products" - our clients could see the list of all the support contracts we have for all customers. We could name them in a way to not be identifyable but this would be great if I could figure this out? Thanks!
Integrating with PageSense just got even better—Introducing Goal Metrics for Zoho Desk.
When you employ the use of a Help Center for customer service, you want it to be as efficient as possible in helping customers. You may have a rough idea of which help articles have been most useful and what your customers frequently search for. Without means to track and analyze data however, its usefulness can be gauged only by aggregation and ballpark figures at best. Now, in addition to Form Analytics, you can eliminate ambiguity and get the best out of your Help Center with Goal Metrics. By
Zoho Desk - Twilio Integration
Hello, I've set up an integration between Zoho Desk and Twilio using their number inside the platform to provide assistance to our customers. So far, if a call comes in and all agents are busy or I can't let the caller stay on hold, and the call drops. Is there a way to avoid it?
Update to Attachment APIs
As part of our regular enhancements to APIs, we have now changed the way responses are served when the resources you try to fetch do not contain attachments. Earlier, if the resource you tried to fetch did not contain an attachment, the response would return the 204 (No Content) status code. Going forward, in such cases, the response would return the 200 (OK) status code along with { “data” : []}. This change applies to APIs related to ticket attachments, contact attachments, account attachments,
Zoho Desk Community Digest - July 2019
Top Product Announcements Social Module Enhancements Integration with Team Viewer Ask the Expert Sessions Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts 4: Agent Productivity Ask the Experts 5: Zoho Desk Extensibility Ask the Experts 6: Self-Service
Zoho Desk Community Digest - June 2019
Top Product Announcements Integration with Zoho Sprints Validation Rules Ask the Expert Sessions Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts 4: Agent Productivity Ask the Experts 5: Zoho Desk Extensibility Ask the Experts 6: Self-Service
Zoho Desk Community Digest - August 2019
Top Product Announcements Goal Metrics Help Desk Customizations Customize Themes in Sandbox Custom Fields API Revamp Ask the Expert Sessions Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts 4: Agent Productivity Ask the Experts 5: Zoho Desk Extensibility Ask the Experts 6: Self-Service Other Discussions Move resolutions to top of the comments >> Radar vs Desk >>
Release of Zoho Desk REST APIs
We are glad to inform you that our new set of REST APIs are now finalized and ready for use. Some of you had offered to use the new APIs in the beta phase. As we mentioned when we provided you with access to these APIs in the beta phase, we have modified some of the APIs to facilitate easy usage. However, we have also taken extreme care not to introduce any drastic changes. The APIs will be backward-compatible with the beta phase APIs for a period of 2 weeks. Please upgrade your code to reflect
Abteilung / Kategorie (German)
Hi I ise the payed version. For first: I am wondering, why there are two terms for the same thing: In german this is "Abteilungen" in the configuration area. But in the Frontend this is named "Kategorien". Why? This is a absolutely no-go. For second: I opened a new "Abteilung" in the backend - but the "Abteilung" is not displayed in the frontend. I searched more than one hour.... nothing founf dor a solution. I need a fast solution. What do I wrong? https://support.meteomap.cloud/portal/home Thanks,
Create Ticket for an agent using ZOHO Desk API
Hi, I am trying to integrate my PBX system with ZOHODESK . Below is my scenario: When Incoming Call is received by agent suppose [Ext. No. 2001], PBX API will send data to my web APP with following information Caller ID , Agent ID . Now I want to send this information to ZOHODESK and create ticket as Caller ID as Subject and Agent ID i.e 2001 is used to assigned ticket to him. Could you please help me regarding ZOHO DESK API which can help me to accomplish above scenario. Regards, Team Goga
Email signatures per account
I am setting up a client of mine's Zoho Desk subscription, and they need different email signatures per account. They service incoming emails from multiple contacts per account and a number of accounts per department. Are there place holders I can use to dynamically set the Agent Name, Account Name, Account Email Address, Account Phone Number? These last two are what the contacts use to get in touch with my client, and so they need them to be present in the email signature.
Support Ticket not being generated when emailed from specific addresses.
Hi there, I am having issues where I cannot create a support ticked by emailing our c.service AT evolutionfulfillment DOT zohosupport DOT com. The problem seems to be limited to me emailing from a specific address or domain. If I email from my randy AT evolvewithus DOT ca email account, the tickets are not generated. If I email the address from my personal gmail.com account, or another alternative email address, the tickets are created as expected. I have tried deleting and re-creating our support
SalesIQ tracking visitors Desk
I my website i added the html code to track visitors by SalesIQ; Who's online, history etc. Working great. For our desk we create subdomain like support.oursite.com How i can add this subdomain used for desk to track visitors? Thanks in advance, Eric.
Any way to have two possible titles for "Resolution" in customer portal?
Hi, I really like that when a resolution is posted by an agent, that resolution comment sticks to the very top of all the comments in the customer portal. But there are times when we give a final reply to a customer that we also want it to float/freeze just like a resolution but unfortunately, it wouldn't be a resolution as we haven't solved the issue. But we want it to show just like a resolution where the user can see it at the very top of the ticket. Any way to do this? See attached of what resolution
Cname won't verify hying to map my domain.
I cannot get my cname or html file to verify, even though I put it exactly as it showed, and put the html file in my root directory. When I go to the link, it shows me the string of characters at the exact link it shows as the example. Anyone have any ideas?
View Ticket without an account
Is there a way to allow users to 'View Ticket' without them having to create an account/login?
Time Entry - Billing
Hello, Do you have plans to be able to create an invoice for a customer directly from the "Time Entry" tab in a ticket? I would like to invoice for anytime spent dealing with a ticket, so it would make sense to be able to create an invoice from all the data stored in the ticket at a suitable time such as when the ticket is closed. Something like the "Timesheet" function in Books would be perfect so then you can decide which elements of the ticket also get included in the invoice. It would then be
Validation Rule help guides
I can't find any help guides about the usage of the new beta "Validation Rule" feature. I've tried to define a rule which alerts the agent when the ticket has some linked tickets. The rule reads as : When "Associated Type" is not empty then Alert the agent with the entered text The first issue on the rule definition process seems to be that the condition is being automatically repeated even it was only recorded once. The second issue is that it isn't displaying any alerts when I open a linked ticket.
List all mails by mail-adress
Hi, in our admin portal we now want to list all mails of a customer from the support portal, so best the complete dialogue between the customer and the support employee. But I can't find my way around the API-Doku https://desk.zoho.com/DeskAPIDocument, there is neither an entity "Customer" to find out a possible customer ID via e-mail address, nor an entity "Mails" to read all mails by customer ID. Is this documentation the right one for the support system at all? Thank you!
Additional Validation Rule option cannot be selected
This is also true when you try to edit the field of the initially selected option. Please take a look at the attached video file.
Make User Fill Out Survey, Make sure survey replies link back to ticket
After a user submits a ticket, depending on what their issue is, we usually send them a short list of questions for them to answer to get more details. We typically just email those to them. Is there any integration I can do with some sort of questionnaire/forms where I can give users a unique link through Zoho Desk, and then they click on that link, fill out that survey and when they do, I would be able to find the answers to the form/questionnaire from that particular user for that ticket? I know
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