Blueprint - Perform transition by customer
Hi there, I couldn't find anything on this topic so far. Is there any chance that customers, using the web portal (Help Desk) can do more then 'comment' and 'reply'? I would like customers to accept my 'Resolution' and therefore would like to assign the transition 'Accept'. Is there any possibility that customers in the web portal are able to see and use transitions? Many thanks for your help. Regards, Stefan
Zoho Desk Knowledge Base scrolling issue
When browsing around a Zoho Desk knowledge base from the public portal, when you click on a category the page stays scrolled to wherever it last was. This is confusing and not user friendly because if you're clicking a category that's low on the page, the content loads at the top (out of sight) and the user sees nothing. To the user it looks like the page is blank unless they know they need to scroll back up. The system should scroll to the top automatically when a category is clicked because the
Mass Updating Accounts
I have a client that handles a huge customer support load through Zoho Desk. One Account may have 50+ contacts, with new ones being added each day. They'd like to be able to mass select tickets and associate those contacts with an account. I know Desk can't currently do that — is that something you have on your roadmap moving forward?
ASAP add-on authenticate as system
We try to use the ASAP add-on in our (multi tenant) web application. Our Zoho Help Center is configured as 'Customers must register to access Help Center', and that means that the ASAP add-on can not access the Knowledge Base. I registered our application at the Zoho Developer Console and received a client id. Is it possible to authenticate as system-to-system in the ASAP add-on with this client id only, without passing user tokens? Our application user tokens are provided by different active directories
Forum Search
is it me, or is there no way to do a search inside a forum sub-folder in here? Shouldn't there be an "area you are in" search in addition to the Community Search? I find, I often just want to search for something related to one particular Zoho Product I am using, but it pulls me out of that particular forum, and gives me results Zoho wide. Take a look at diagram attached below. The red area searches COMMUNITY POSTS, forum wide. IMHO there should be a "area based" search which searches where you are
ZoHo Desk, Community: Posting with picture results "maximum charcters reached"
Hello If I make a Posting in the ZoHo Desk Backend (admin) with a picture inside, then the System generates a errormessage en don't publish the posting. What do I wrong or can I set the maximum to another value? Best regards, Markus
insufficient privileges to change Setup Items
hi i tried to change settings in ZOHO Desk setup. The menu shows consequentely (nearly all menu items) "insufficient privileges to perform this operation" i am the only user currently - and i am the Admin (i thought) can you tell me where to change this kind regards Lambert
Send a ticket to all the contacts of the same account
Hi! Some tickets I publish are useful to all the contacts of the same account. I´ve already created a checkbox field when the ticket must send a notification to all the contacts of the same account. The problem is that I don´t know how to code using the custom function. Someone could help or any other option I might use?
Cannot reply
Hello, I'm currently trying Zoho Desk, but I can't reply to any ticket. When clicking on the "Reply All" arrow button, nothing happens. Here is a screenshot of what happens in the console. I tried on Brave Firefox Chrome For linux. Thanks for your help
Zoho Blueprint - Ability to Edit Tasks
Hello, It would be very nice to be able to edit existing tasks in blueprint transitions when modifying a blueprint design. Currently if I want to change something about a task, I have to delete it from the transition and create a new task. The same is true when setting up alerts in a transition. Thanks, Melissa B.
Time / Duration missing from timesheet reports
I have created a new report, both as a ticket report with time as related, and also tried making the time the primary entity, While it does show me a column for "Total Time Spent" (Total time on ticket) there is no columns available for Hours, Minutes, Seconds, Duration or anything else on the time-sheet entry that i can use, the total time summarises for the entire ticket, i need to know the time against each time-sheet entry I have gone into the time-sheet layout and ensured that the hours & minutes
Yandex does not index Zoho Desk knowledge base and forums
Hello Zoho, Since we started our tests of the community KB and forums we notices that Yandex does not recognise your pages. It can be a problem of Yandex but it also a problem for us as we do not receive the traffic we need. The issue is that you use SPA (probably) and Yandex doesn't execute JS-code. So it does not read the pages. The problems is applicable for both KB and forums. I kindly ask you to find a solution or we have to find another solution. Our competitors are having 2x more traffic than
Tags - Dropdown list of available tags
To tag a ticket, it appears the only option is to begin typing and then select from the options that appear (or create a new one, if needed). Is there any way to see a list of tags that have already been created via a drop-down list while in a ticket? The only way I have found to see existing tags is to click into the tags tab, which then takes the user out of the ticket being worked on.
Not receiving re-opened ticket email notifications
If we close a ticket and a client responds, thus reopening the ticket, our agents are not receiving an email notification. Has there been a update to Desk that has chnaged this process? It only seems to be happening today.
Overdue Ticket Notification
Is there a way to setup a notification for a manager when a ticket goes into Overdue status?
resolution update email
I would like to find out if it is possible to have zoho desk send a tickets resolution update to both the customer (ticket contact) and also a supervisor internally?
Is there a way we can redirect user to specific page with remote authentication?
Hi, We have enabled remote authentication on our company's internal application. We want to redirect users redirection to specific url as authenticated. For example, There is a Knowledge Base button on our internal application which is linked to Zoho KB portal. Is there any workaround that a user will visit Knowledge base portal as an authenticated user? Currently we can only redirect to Zoho Support Portal home page. but i want them to redirect to knowledge base page. Thanks
Include 3 SEO fields in IMPORT/EXPORT so KB articles can have SEO info updated easily
We have so many KB articles that need to have the 3 SEO fields updated. We can not see from the export of KB articles which ones have had these fields filled out and we would like to be able to update the fields on the export, so we can import and update the KB articles SEO information.
Creating ticket views based on other table/layout fields
Our global sales managers want to view the tickets based on their sales regions such as Europe, MEA etc. I've thought that creating a new field on the account layout for the regions was the solution to create those views but later on found out that each functional section (Tickets, Contacts, Accounts etc) has its own data table setup and they aren't linked together. You normally market your products as having connected data structures such as in Creator. Take a look in the attached video file from
How do I turn off the ability for customers to add a Public Comment?
I for one do not use this feature at all. i have a select few customers that use the Portal to add to their ticket, and every once in a while, they post a reply to a ticket as a Comment. When a comment is posted, I get a push notification on my phone but I do not get an email. The comment is lost for me because of that. I wish to completely disable this feature, even for me. I just don't use it. Is there a way to at least disable it for customers??
How to get all the accounts?
I'm new here. and i want to know how can i get all the accounts and contacts listed. basically i have to create a contact if there is no contact for a particular account, I have to create a contact using accountid. so, I am doing is simple. get each account_Id of all the accounts. check in contacts_id. that it exists or not. if not create a new contact using account_id create a token using account-_id and contact_id So, how should I get all the account ids that were created so far in zoho?
Create Multiple Contacts at Once?
Hello! My name is Joshua Evans, posting from our API management account Is it possible to create more than one contact with a single API request? I understand that the API limits have not been implemented quite yet, but it would still be nice to save on request time and batch create these contacts Thanks!
Workflow or Supervise Alerts based on Custom Date Field
I have two custom fields that indicate shipping windows for items being returned to clients inside an SLA. I want to create an alert (email) to a supervisor on the day of the these dates. It doesn't look like we can do this with Workflow but perhaps with Supervise however when I select the custom field in the criteria, I get a calendar control to set the value unlike if I select Due Date where I can execute off CurrentTime. Is there a work around or better solution?
Cleaning up your non-migrated live chat portals
In light of our previous announcements about migrating your live chat from Zoho Desk to SalesIQ, we have an update for all those who have not yet migrated to the latest version. We will be cleaning up all existing chat portals as on 1st June 2019. This is the last opportunity for you to migrate, so we urge you to do so at the earliest. If you do not migrate before June 1st, your old chat settings will be lost. To reactivate your live chat, you will need to integrate with SalesIQ and create a fresh
The contact card owner is being displayed as another user
Some of our contact cards which were created by a user who did quit his job are still being displayed as being owned by him even when we edit these cards and change the owner manually. When we enter the editing screen then we see that the owner is an active agent but the deactivated agent is still being displayed on the contact card itself.
cant add a new user
Dear Support Engineer, We added a new user, but he already accessed desk before we add his user. so when we add a new user and input his mail address into, the message " already this e-mail was signed up" and we couldn't add the user. What should we do? Could you please let us know the way to fix this issue? Best Regards, Etsuko Shirotani
Upgrade to the new SalesIQ live chat
We're happy to inform you that the new and improved chat solution for Zoho Desk, is now live! Powered by Zoho SalesIQ, this update runs both ways and lets you get the most out of live chat and insights, without leaving your helpdesk. If you're a CRM Plus or Zoho One user, here's a step by step guide to get you started. Follow this path within your Zoho Desk portal to enable live chat migration to SalesIQ: Setup --> Chat ---> Instant Support made easy. Clicking on the 'Try Now' option on the banner
Not Able to Login to Zoho Desk
I am not able to login to Zoho Desk after domain mapping for a site. Neither www.support.servicefolder.com is opening nor Zoho Desk page.
Zoho desk domain mapping not working
I have done the domain mapping for www.servicefolder.com and mapped to support.servicefolder.com See the screenshot above for your reference. Even after verified domain name, link is not opening and show This site can't be reached, see the screenshot for your reference. Please suggest me what to do.
Set Default Department In Help Center - Or Hide A Dept From Help Center
Hello, Our company has two departments. Departmetnt 1 is our main tech support dept and is highly used, while Department 2 is for more specialized purposes. In our help center, Department 2 shows up as the default department, so users often do not send tickets to the correct department and this causes problems for us. I assume this is because dept 2 is alphabetically before dept 1. Is there a way to set Department 1 as the default in our help center OR can I simply make it so that dept 2 does
Tickets which are being carbon copied (cc) between departments are being created twice on the receiving department
This problem has started to occur recently (this week) and we have only seen it on 2 occasions. When we reply to our customers we do sometimes keep our after sales department in cc to inform them of part shipments. 2 of these cc'ed tickets have been created twice on their list. We did delete both of the copies but I guess that I can take them back from the trash for you to investigate this issue.
Custom Email Responses by Account- Zoho Desk
Hello, Is there a way to create customised auto-response emails to clients when they submit a ticket which are different based on which account the ticket comes from? We have a few different tiers of response time based on the package an account might have and we would like the auto-replies to factor this in and inform the client of when they can expect a response. So, one email might state a next business day response and another might say a 48 hour response. Thanks Emily
Custom "Closed Ticket" Notifications for Different Statuses
I have a client with multiple ticket statuses that would like to customize the "Ticket Closed" notification for each status: e.g. If Ticket A is in Status A and is closed, send Notification A. If Ticket A is in Status B and is closed, send Notification B. I'm accomplishing this by turning off the "Closing a Ticket" Contact Notification in the "Notify" tab and creating multiple workflow rules for each status. Will that break anything?
Zoho Desk automatic assignment rules only at selected businnes hours
Hello, Is it possible in Zoho Desk to set automatic assignment rules only at selected business hours (only between 8:00 am and 4:00 pm the system would assign tickets to designated agents). After 4:00 PM all tickets will be unassigned.
Melange de requêtes
Bonjour J'ai 2 requêtes 65760 au nom de m Barateau et une autre 60744 au nom de M Barreau : or dans cette requête (celle de M Barreau) j'ai des éléments concernant M Barateau !!! D'ou ma question : y a-t-il possibilité de prendre certaines conversations de M Barateau qui se trouvent dans la requête 60744 pour les mettre dans la requête de M Barateau (requête 65760) Cordialement M Morales Pastor Jacky
Auto Response to users when create a ticket manually
We want to send email to users when we create a ticket manually. We do not want to send email for all manually created tickets but only the selected one's. Please suggest the workflow for it.
Have an event calendar in a Desk community forum or in KB
I'd like to be able to announce bi-weekly online live support sessions to my users. Is there way to integrate an event calendar into a desk community or knowledgebase? I'd like it to - enable people to find the session they want to attend, register for the session, get a confirmation email & a reminder email and a simple survey about their needs, and to track that they registered in CRM. Is any of that possible?
Web form confirm email field
Is there a way to have a "Confirm Email Address" field that has to match the original email field in order for the form to validate and submit? we are having some issues with people entering their email address wrong via typos etc and therefore not receiving notifications or correspondence from our zoho ticketing system. Please advise. Thanks much!!!
Zoho Desk Community Meetups 2019 - Canada
Hey there! Are you making the best use of Zoho Desk? Do you think meeting and learning from other Zoho users in your city would help? If yes, then Zoho User Group Meetups is the right place for you! We're happy to announce our first Zoho Desk User Group
Im new to desk (was using fresh desk for 5 years) struggling with alert settings
I followed instructions given to me on chat, but I still cant get it right... I dont get email alerts when someone adds a new task but I do if they reply. If I reply to a customers ticket, I get an alert telling me that THEY updated it? (and Im assuming they do) Im not the most technical of people, so is there a way I can get someone from Zoho to log onto my account and help me achieve the best / standard setup? Many thanks John
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