I can't see the images
Hello everybody I have an issue when i send a image on the email because my customer can´t see the imagens. (this email is sent from Zoho Desk) is there some way to solve this? as look it below..
Starred Views - limited to 10?
Looks like there is a limit of 10 Starred Views, wondering if that can be increased to like 20? We create a lot of custom views and 10 starred views is very limiting. thank you
Calculating the total "unassigned" duration of a ticket according to business hours
We do get these weird values when looking at the "Ticket Status Dashboard" and we think that the cause of these high values is the fact that some tickets are being received out of the business hours. Is it possible to only include the business hours when calculating the total duration for this item?
Template for Ticket Answer set as default?
Hi there. we create our own Template with Header and Placeholders. Is it possible to setup a template as default, when we answer on a ticket? everytime when we answer on a ticket, we need to open first the templates and choose the right one and then we can type. because when we type directly its sending the answer without template of course and only blank text. Only the public comment works with blank text - then the template for the public comment works (if notification is active for the contact).
snippet is crazy :(
Hi :) Snippet is populate the field, but always with name of ticket before... Example: First ticket response: customer: Jhon (Cases.first name): Jhon OK Second ticket response: customer: Mary Cases.first name: Jhon Wrong Third ticket response: customer: Carlos Cases.first name: Mary Wrong
hide field options "Status"
They can be configured as options of the field called "Status". That is to say that the profile "Agents", only show some options of all existing ones?
Webinar 1: Blueprint for Customer Service
With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing
Zoho Desk Marketplace submission
HI Zoho Desk team, I would like to make available the Bybrand integration with Zoho Desk, visible in the Marketplace in "https://marketplace.zoho.com/desk". But I have not found an easy or automatical way to send the submission. Well, I read in the https://www.zoho.com/desk/extensions/guide/#introduction The integration does not depend on extensions, it updates the signatures via Zoho Desk API (very good api). Bybrand connects to Zoho Desk via OAuth2. Load the all agents of support and after update
Zoho Desk Community Digest - November 2018
We had a big release earlier this month as a part of the Zoho CRM Plus Unified Customer Experience Platform! This unified platform is designed to connect your sales, marketing, sales, and customer support operations, more deeply, and allow information to flow from one operation to another across the entire customer lifecycle. Here's a sneak-peek to the latest addition to Zoho Desk as a part of this release: Artificial Intelligence – Zia Service Process Automation – Blueprint Mobile Apps For Supervisors
Reply To Address Defaults to the Alert Address
Hello, I am using Zoho Desk, and when someone hits 'Reply All' on a ticket, the default email address is going to the Alert Address. This makes it difficult for customers trying to reach out to us. Is there a way to set the default email address to those involved when pressing 'Reply All' ? Please comment if this is not clear enough, and I will do my best to clarify
ASAP API - Configure To Open in Add Ticket Tab
Hello, I am integrating Zoho Desk into our web based application and have successfully included the ASAP Web Add On to our application. I would like to know how do I configure it so that when I click on ASAP icon it opens to the Tickets tab? Thanks, Paul.
Managing several brands in Zohodesk
Hello, I noticed that Zohodesk allows to manage several brands from a single account and was wondering if it is possible to have different homepages for them (so they can have different articles in their KB) or they will have to share the same one.
Is it possible to obtain the reports of some existent dashboards?
We want to obtain the reports of our FCRR (First Contact Resolution Rate), ART (Average Reply Time), AFRT (Average First Response Time) etc to be able to present them as KPIs to our management. Some of these KPIs are possible to be recreated on the Reports module but some of them such as FCRR are not possible to be created with Desk's reporting functions. They already exist on the "Tıme based Dashboards". Is it possible for you to present those dashboard parts as (maybe uncustomizable) ready-made
Adopting OAuth2 Tokens for Authentication
To strengthen the security of user data in Zoho Desk APIs, we have decided to move on from auth tokens to OAuth2 tokens. The reasons for this move are as follows: 1. Stronger Data Security To enable data access to third-party apps in the previous authentication model, users had to trust the apps with their auth token, which had permanent validity. There was always a possibility of the app being malicious or unsecured. To revoke access, the user had to delete the auth token and generate a new one.
Spotlight 1: How can Blueprint help you manage your service processes?
When your software doesn't accurately capture a process that your business follows offline, the flow of your work can become inconsistent. Blueprint in Zoho Desk helps you solve that. It allows users to create a flow based on pre-defined processes or even customize processes based on individual needs. Blueprint help you streamline service teams' approach and minimize the risk of bottlenecks. Everything follows your requirements, and scaling a process between teams is just a click away. Let's take
Cant update personal settings
I would like to know if this is a bug. In de personal tab section under Zoho Projects, we can adjust the avatar but also the theme colors, as well as the first tab viewable. The problem is whn i change something the update button at the bottom doesnt do anything? When i check this page using chrome web dev, this page has TONS of errors.
Webinars: A round-up of Zoho Desk's new features
Last week, we introduced a bunch of new features in Zoho Desk. As a follow-up to the launch, here are a few recorded webinars that will give you an overview of these features. Webinar 1: Layouts and Blueprint Webinar 2: ASAP, Zia, Ticket Sharing, Teams, On Hold Status, Time Tracking, Radar If you have any questions, feel free to post them here or you can write to us at support@zohodesk.com P.S. Private beta access to Zia is available only for customers on the Enterprise edition. To request for
Replacing the isDeleted Key with the isTrashed Key
In line with our constant efforts to provide the best experience for developers, we have decided to deprecate a key used in APIs, to ensure clarity of code. This key pertains to the deletion status of resources. When a user deletes a resource in Zoho Desk, it is only temporarily deleted -- meaning, the resource is just moved to the Recycle Bin, from where it can be restored later, if required. Permanent deletion happens only if the resource is also deleted from the Recycle Bin. Currently, API responses
Zoho Desk to Zoho Creator Intregration
I am trying to connect my zoho desk extension to creator. I able to pull data, from my creator application, but now I want to pass parameters for either specific record retrieval or post data to my creator application. var reqObj= { url : https://creator.zoho.com/api/<format>/<applicationLinkName>/view/<viewLinkName>', headers : { 'Content-Type' : 'application/json' }, type : 'GET', data : {'test':"key"}, postBody : {},
Update check
Hello,
From one day to the next, the field "An update verification" appeared on my tickets.
What does that mean?
NOTE: I am the only one that can add fields. and I have some tickets that you have FALSE or TRUE so I want to check with you before deleting it.
Be attentive
Making fields Mandatory on update - or based on entries in other fields
As I understand it, currently setting a field as mandatory in Zoho Desk is a global setting for that field - meaning that the field would be mandatory on ticket entry and beyond. The issue is, we only use Zoho Desk as an internal tool for our Support team, and customer entry is entirely handled through email, which is the primary reason we chose Zoho Desk. Setting a field to mandatory means that creation of tickets via email is simply not possible. in order to enforce some internal processes and
Are you going to release a User's Manual for the Radar application ?
I've just discovered your mobile statistics application for Desk on Play Store which was released on 9. November. It really looks very neat. I couldn't get a few points in it. Are you planning to release a User's Manual for this application? I'm going to announce it internally as of tomorrow for our Desk user base. Keep up the good work. Its description states that we can select the statistics that we are interested in and create dashboards for them but as far as I can see, this customization feature
Get department emails using Zoho Desk API
Hi, I haven't found email in the API departments details. Just to confirm, is there any way to get department emails using Zoho Desk API? Thanks, Regards
Turn On Manage For Knowledge Base
How to get the Manage tab to show up in the Knowledge Base section? What permissions do I need to have?
Add Error Message for Update ticket when attempting to move departments
Moving a ticket between departments has its own method separate from updating a ticket. When attempting to do so the API should warn the developer of the invalid operation by returning a error message that indicates it as such. Currently it returns a 500 error with no description to indicate the issue. Although I would argue that one should be able to update the departmentId directly through the update ticket method, as that would be the more in line with REST. Otherwise I suggest it should return
Change information shown in Account view
Is it possible to show more custom fields in the Accounts view? Because some are shown and others not..
zoho desk api/v1/tickets doesn't support to assign value for the createdTime field
Hello Customer Service, The field createdTime of api/v1/tickets seems to be not working anymore when I try to assign past date time value to it. I believe it worked for last a few weeks. Currently the created time is always auto generated from the current time. Regards Ryan
Problem to sendReply INTERNAL_SERVER_ERROR
We try to send by API https://desk.zoho.com/api/v1/tickets/{ticket_id}/sendReply but it tells us "{ "errorCode": "INTERNAL_SERVER_ERROR", "message": "An internal server error occurred while performing this operation." } . In the header are the values of orgId and Authorization and in the body by raw (json) the list of parameters like : { "channel" : "MAIL", "to" : "algo@correo.cl", "fromEmailAddress" : "soporte@otrocorreo.cl", "contentType" : "plainText", "content" : "We have
Rule for deleting unwanted tickets
emails that come into our corporate support email box will automatically generate a ticket. The problem is that there is some junk mail and undelivered messages from our marketing email blasts. Is there a way to set up a rule that will automatically delete unwanted tickets.
Unable to see ticket content
Hi, We're unable to see a ticket content when it was sent by email. Find the screenshot below.
Desk to Cliq Integration
I have a major issue with the fact that your Desk to Slack integration is far more superior than the Desk to Cliq Integration. We would like the ability to create workflow notification rules from Desk to Cliq, all members on a team or member of a channel needs to be able to see notifications immediately when tickets come in, are assigned, are reassigned, status updates, customer comments or replies and tickets closed as they happen. Even though Zapier integration is available I don't want to pay
Closed Status not showing in Closed View
I am testing Zoho Desk. I have closed a ticket, but it is not showing in Closed View. What am I doing wrong? Why can't I see the ticket in the Closed View?
Help creating a blueprint
Hello! I'm having kind of a hard time creating what should be a very simple blueprint. The end goal is when the channel is Phone Call, I want to mandate certain fields and a comment (the comment is where the agent describes what happened during the phone call) Our process: We receive emails from customers. Sometimes those emails need to be converted into a phone call. That's when we change the channel from email > phone. Once the channel is phone, we call the customer. When calling, the "Ticket Status"
Blueprint Limits
Dear Desk developers, The limits defined for different plans doesn't seem to be fair : https://help.zoho.com/portal/kb/articles/creating-a-blueprint-in-zoho-desk You are allowing the enterprise plan to have 20 blueprints with each blueprint having 50 transitions whereas the professional plan which is priced half of the enterprise plans does have just 1 blueprint with up to 10 transitions. Enterprise plan 50 x 20 = 1000 Professional plan 10 x 1 = 10 Please adjust the professional plan limits a little
"Time entry" report
Hi, Is there a possibility to create a Report that reflects the total time used by the agents? It is desired that the report include the detail and summation.
Difference between various error messages when fetching tickets
Sometimes I receive a 403 with the message "You are not authorized to access this resource" and other times I receive a 403 with the message "Unauthorized to view ticket" (note the double space there) I think one case is where the ticket was deleted and the other is where the ticket has been merged? Can the server response message be updated to reflect those error states? such as 410 for resource has been deleted and 301 for merged (if it's possible to route the request to the appropriate new ticket)?
Zoho Self-Service Portal : CC issue
Hi Zoho support, Recently we have submit a ticket through the Self-Service Portal and added a CC recipient. However, the recipient did not receive any email. Kindly refer the image below.
Can't personalize the tabs on my help center
Hi, So whenever I try to customize the tabs on my help center (like put the 'Community' tab first) and I click on 'Publish', I get an error message whithout any precision. Could you tell me why ? You can see the screen I took. Thank you.
Download/Backup all the Files attached to our Tickets
Is there any way to actually download all the files attached to our Tickets massively? We need to make a Backup of them locally but can't find the proper way since making it manually (one by one) takes forever. Please your help regarding this issue. If that's not possible is there any way for you guys to download them for us (on request) so we can work with that? Thanks for your quick question! Kind Regards
Domain redirection - Connection not secure
Hi, I've successfully been able to complete the redirection of the 360soporte.geoagro.com domain to a Zoho Desk Help Center. However, now I'm getting this message: What may be going on?
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