Source code of Twilio Extension or Call Pop API
Hello, Is it possible to build an custom extension similar to the Zoho Twilio extension? If so where's the API for the screenpops? Even better could you make the source code available for the Twilio extension so we could then customize it for our use case? Thanks!
Blank page shows for Help Centre Customisation
I’m getting a blank page for Help Centre Custmization ie the builder won’t load. Anyone else having this issue or know how to fix it?
No option to close ticket when status, countdown or priority mode
The close option should be added to the columned view mode. Just like in the compact or classic mode.
Invoicing tracked time or exporting it in csv
Greetings, I'm evaluating zoho desk and I would like to use it to track my agents work time on tickets. The software seems nice, however I can't find a way to invoice the time I tracked nor I'm able to export it in csv because the exported file doesn't contain a time or a cost field. i saw other threads in this forum and I noticed I'm missing the invoicing button in the customer card (screenshot attached). Regarding the export feature I tried to export all tickets but the time tracking infos are
Allowing users to comment or post to the community without an end user account
Does Zoho Desk plan to offer a feature to allow users to post or comment just by using their email address without having to login or hold a end user account?
Unable to Get Onboarding Manager To Respond
Hello, I'm sorry to have to write in the forums for assistance, but our Zoho Desk on-boarding contact has stopped responding to emails entirely. I've consistently had gaps of a few days in communications with him but it's now been a week (and two prodding follow-up emails from me) since he promised to get back to me with an update. He was working with a data migration team to import CSV data we'd supplied from our Salesforce account into Zoho Desk (because we needed our ticket comments imported,
Add/edit CRM notes via Desk
Is there a way to add notes directly to CRM from ZOHO desk without needing to open CRM? Our agents can see the notes left with a customer profile via ZOHO desk but there is no way to add them without launching CRM. I would like to be able to add them directly from ZOHO. Any assistance here would be appreciated.
The system default "Fallback to default" setting of the "On Hold" status does mess with the Blueprint reports
You did recently enable the beta version of the newly designed "On Hold" status for our account. We also do utilize the Blueprints. The blueprint reports include a dashboard called "Blueprint Dashboard" which has a subreport called "Transition Occurence". This report is being populated with the unnecessary triggerings of our tickets in "On Hold" status because the customers do respond to their tickets when they are in this status and the tickets automatically fall back to "Open" status. Then we need
Zoho Desk Community Digest - January 2019
Top Product Announcements Do more with live chat, thanks to SalesIQ. Let your apps converse with each other, seamlessly. The new and improved Reply Editor, tailored to your requirements. Customizable Table View for Tickets SLA Metrics Dashboard Setting up Zoho Desk for Office 365 Integration Other Product Enhancements Round robin assignment for offline agents As an update to our recent Slack Integration, you can now : Send messages to private channels Deliver automated notifications via direct
How to enforce two factor authentication for all users
Hi Team Is there anyway to enforce the use of 2FA for all agents logging into Zoho Desk. I am aware that each user is able to do this themselves but I want to make it mandatory for all agents so that I can ensure it has been done and is not disabled by anyone. Thanks Sam
To embed zoho support with my website
hi, I am looking to embed zoho support with our website. is it possible to integrate zoho support by using a link in our website?
Getting error "unable to process your request" when creating a new SLA
I made 6 SLAs last week that went smoothly and now I'm trying to create another but I am getting the error message mentioned above. Is there something going on? Am I making an error?
(1) Is there a scope for multiple permissions, (2) persistent access.
Hi, We have an AI that handles a lot of our customer support for us. I would like to grant the AI access to our Desk tickets,etc. so it can do its work. 1. I want to give it broad scope. When I go through oauth using multiple scopes separated by commas, it throws an error. Is there a way to grant more scopes? 2. Is there a way to use api keys to access Desk via restful api without going through oauth2 and constant refreshes?
do zoho desk has webhook function? how can i access it??
I did some research and the only article I found useful about how to set up webhook is below. https://www.zoho.com/crm/help/automation/webhooks.html#Set_Up_Webhooks according to it, webhook should be under Setup > Automation > Actions > Webhooks. however, I don't have the webhook option even though i'm using an Support Administrator account. Anyone knows how to setup webhook in zoho desk? Any help would be so appreciated! Thanks!
Signature during the creation of the ticket
Hi Zoho support, Good Day. Referring to the title below, is that possible to include the signature & Snippet during the creation of the ticket. Is very troublesome for us to keep on copying the signature all over again. Thank you. Best Regards, Tsang
Exception with real clients
Is there any way to enable an exception for real clients so they do not fall into the spam trap? what options do I have so this does not happen and so avoid doing it manually? Thanks.
What determines if comments are open or closed in a given topic?
I'm just learning desk, so this may be a dumb question. I have 4 departments, each has a 2-4 forums I've created a post or two in several forums. Some of the topics I've posted have a space for replies beneath them and others don't. I can't find where to select to have replies turned on and I can't tell what's different about each context. So - how do I make replies possible or not possible for community users?
Help Portal Sign in page gets redirected to something weird.
Hi, Whenever I access the "Sign in" or "My Area" page of my help portal i get directed to the below for some reason. Attached is the picture. https://accounts.zohoportal.com/accounts/signin?_sh=false&portal=10012627227&client_portal=true&servicename=ZohoSupport&serviceurl=https%3A%2F%2Fdesk.zoho.com%2Fportal%2Facscanada&service_language=en I have no problems accessing other pages of the site. Kind regards, Nick
Why do different forum topics I've made have different action options?
Why do some of my forum posts have more action items in the left side-panel? Under the ticket Id: # and stats: For some I see: Edit Delete Lock (what is that?) Change topic type Move this topic make this sticky moderate permalink For others I only see Edit Delete make this sticky permalink Why is that?
Welcome to Zoho Desk Community - Say hello here!
Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here
Send out new e-mail from ticket
Hi, We recently moved to ZOHO desk (from just using e-mail). Now we are looking for a way to send out e-mails from a ticket to someone else. For example, customer is asking us for a specific product. From the ticket we would like to send an e-mail to our supplier to aks for availability. We although only have the option forward or reply in our screen. Is there a way to start a complete new thread with a third party within the ticket ? I do not really like to use the forward option as it is also
I can´t modify my own help center for customer
im using zoho desk, and i create a customer portal so that they could create tickets. but i want modify this portal and add features by HTML. but this option does not appear. I remember that it was possible before
ASAP API:- Captcha Removal
Hello, I have been reading a few topics regarding the removal of the Captcha field from the Add Ticket ASAP API. Do we have an option to remove this now? If not, is it on the roadmap to allow it to be configurable? If it is not on your roadmap, is there any where that we can make a request so that it can? We only allow users that have authenticated into our system the ability to create support tickets so this extra security check isn't really needed. Also we've had a few complaints from our own customers
Is there a limit to the number of BLUEPRINTS I can create in ZOHO DESK?
Is there a limit to the number of Blueprints I can create in ZOHO DESK? We are in the Enterprise Edition.
Ask the Experts 3: A 5 hour online Q&A on reports and dashboards
Welcome to Ask the expert session! This is a monthly discussion in forums; each session, 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 answer any questions posted here.
Delete Ticket event for Zoho Desk webhook not triggering
Hello, I'm trying to use a webhook created in the Zoho Desk Webhook API to update a database when tickets are deleted. However, deleting a ticket from within Zoho does not seem to trigger the webhook. Using the API to list all webhooks, here's the webhook in question: {"data":[ {"id":"myWebhookID", "subscriptions": {"Ticket_Add": {"departmentIds":["myDept"]}, "Ticket_Delete":null }, "url":"https://my-app.com/sync/delete-ticket",
Join us in Mumbai for our first Zoho Desk Community Meetup!
Hi everyone, We're hosting our first ever community meetup in Mumbai and we'd love for you to be part of it! Whether you're a long-time customer looking to sharpen your skills, or a new customer looking to learn more about Zoho Desk, this meetup is the
Verification failing when linking domain with hostmonster.com
We are trying to link www.support.alfaris-it.com domain name with customer porttal. we have added the CNAME and value for desk.cs.zohohost.com in our domain records .But still getting verification failed. We have checked with with domain support team they said everything configured properly from their end.
Time Tracking Mandatory?
Is there any way to make time tracking mandatory before closing a ticket?
Add Invoicing at Account Level (not just contacts)
Starting to work out our workflow for invoicing from Zoho Desk and we've come across a challenge... We have Clients with multiple contacts who receive support through Desk. We need to be able to create an invoice that rolls-up time from these multiple contacts within the same account. Scott
How to Prevent Bounced Emails from reopening tickets?
I am having an issue with bounced email messages reopening closed tickets. We are copied on a lot of automated notifications that are sent to customers that come from "noreply" type emails. Sometimes we have to address these notifications and we reply to the original notification email that is sent to us. Usually when we reply to the ticket, we are closing it at the same time. However, the "noreply" email gets included in the response and we receive a bounceback email that is sent directly to our
Web form not creating ticket inside of Zoho Desk
My recently created web form is not adding the tickets inside my Zoho Desk it says form send succesfully but nothing appears as new tickets
Need some API help
I am very new to development and API - so please bare with me. I am currently trying to use the API to see how many Open tickets I have in each department. Here is what I have so far <?php $auth_token = '***'; //your_auth_token $org_id=***; //your_organization_id $account_data=array( "accountName"=>"Our Account", "email"=>"example@email.com", "website"=>"our website" ); $headers=array( "Authorization: $auth_token", "orgId: $org_id",
How to know which contacts have time to be invoiced?
Just moved from QB to Zoho Books and now working on using the integration between Desk and Books... I see that if we go to a contact, we can see time and generate an invoice from that screen. That looks slick. Question: How do I know which contacts have billable time in the first place? We have hundreds of contacts and it would be helpful to be able to see just a list of contacts with billable time. Even better would be to see a consolidated list of time that is billable (and generate invoices from
Creating report to show billable time per account
I am testing zoho and have an issue I am trying to resolve. I want to be able to create a report that will pull all the tickets + time spent on those tickets in totals into one report per account. That way i can work out how many billable hours were spend last month (for example) on that client and can do my billing for them based on that. I have found the time tracking custom report area but the columns dont really work for what im trying to do.
Line2 Integration
I am suggesting an integration With Line2 as it's a great feature to have within Desk. It's affordable pricing and offers a lot of great features that Vonage and Twilio offer. I hope this is taken up on because I would love to see it in the near future (line2.com)
Filter Settings - customise for 14 days
hi there, I would love a 14 day filter for tasks - so taht I can see whats due for the next 2 weeks - is this possible? I can't see it yet! Liz
Print Knowledgebase
It would be nice to have an enhancement where users have the option to print the Knowledge Base articles.
How to assign a Customer/contact to a department in Help Center.
We are a school system with 8 different local school buildings. All of our teachers/customers access the help center by signing in and are registered. I'm trying to find a way other than having a department form drop-down box to have their tickets show up to their respective buildings/department. The reasoning behind this is that we have to physically visit these buildings as our tickets are for broken equipment, and I need to know where I am going. (Building 1, 2, 3, etc) Example Math teacher in
How do I ensure that customer emails go to a particular team?
Hello I am trying to make customers emails relating to sales/leads go straight into an easily visible/searchable way to access. I believe it will take manpower (daily or weekly) to go through newly created tickets and then edit the classification so it goes to the right people. However I wonder if there is a more automated way to do this:- a) Set up a new sales Department with emails redirecting here to auto create tickets. Problem is I can't seem to filter the tickets by Department? b) Set up a
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