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?
Task Reminder doesn't work
Hello, many of our Agents working with Task reminder to get a remider Mail for that. For now, this doesent work fine in our Zoho One. I need fast help with that, this problem is a gamebreaker for us and must be solved!! Kind regards, Klaus Brandt
SSO for Users & ADFS
Hi Does Desk support SSO/SAML directly to ADFS without having to use a third-party identity provider for user sso? Thx Tony
Adding more portal themes for paid users
Does your team plan to add more portal themes for end user portals for paid users?
I have a contact not able to submit a ticket
I have one of my contacts signed up and he activate his account but when he login to the portal he was not able to find the submit button when he try to create new ticket and I noticed that his infoamtion are coming with null values. Itried to delete it and I asked him to sign up again but we have the the same issue. does any one face the same issue?
Article auto numbering feature
We will be releasing many technical bulletins, announcements, service instructions and troubleshooting flowcharts as the helpdesk department through the year whereas our other departments such as the service and spare parts will also be releasing their own articles in various article types. We want to use a common article number format when releasing the articles which will be using an abbreviation for the department and the article type in front which then will be followed by a 2 digit abbreviation
Zoho Desk Community Digest - October 2018
Top Product Announcements TLS v1.2 Upgrade for Zoho Desk Zoho Desk integration with Zoho SalesIQ Option to set a default home page Ability to turn off the Private Thread handling in Configuration Other Useful Discussions Zoho Desk Provider for PHP OAuth 2.0 Client
State box connection points on the blueprint screen do limit the transition connections per state
You can't create more connections when you utilize all of 8 transition connection points on a state box. I guess that this limit is a virtual one caused by the GUI which has a specific number of IO points on the boxes. The rule on your KB page "Creating a Blueprint in Zoho Desk" says that you can connect up to 8 states to a specific state. In our case we have 5 states connected to the "Ready to Analyze" state so my thinking is that we should be able to connect a 9. transition into it because a state
Picture Corrupted
Hi support, Please look into this issue. It happened twice. Kindly advice accordingly. Please explain why the image will automatically changed to the blank empty white boxes?
Unable to edit different Tab content from the Help Center
Hello there guys, When I try to edit the Help Center Tabs and it's content I get the following error message by the left panel: Reset your HTML customization to the default setting to customize the tabs. We've tried on different computers / different browsers (Firefox, Chrome, Internet Explorer) and we get the same error, we also double checked all our content blocking configs on the different browsers and we still get the same error... Please help us with the error itself. Kind Regards
Knowledge-base - improve articles tree
I offer to include articles in the left-side tree. Currently it only shows categories. When user clicks a category, a default first article from this category is displayed. This way, user can't see other articles in the category, only Next and Previous buttons. Also, it is possible to click on Category name at the top breadcrumb- in this case all articles from a category will be displayed. However, almost noone can find this possibility. This all leads users to get lost in the knowledge base - they
Chrome/Firefox 404 when adding Ticket
This issue showed up today. When users click on the tab to submit a ticket, the page will load but then quickly change to a 404 not found. I have tried it on different browsers both at work and home and still the same issue. The original link address to the new ticket screen changes when this happens also. I've inlcuded a screenshot.
Knowledge Base enhancements that let you rest assured.
To any writer, the option to make changes brings a level of flexibility and reassurance that little else can. Especially if you can pull up older editions of your writing. And that's exactly what article versioning in Zoho Desk's Knowledge Base lets you do. Versioning helps track and manage all the revisions you've made to an article. Any time you change the body of an article, a new version is created. Here are some benefits of this feature: You can compare any two versions of an article to see
Connect Zoho Sales IQ and Zoho Desk - - no multi-tabs
Why don't you connect that each Chat conversation start in the same screen in Zoho Desk.? So, here is the flow. 1. Chat is initiated 2.Zoho Desk Ticket is created - and conversation is withing "ticket" 3. Once chat window is closed - ticket is "solved" You don't have to call them tickets, but they could be all in the same window, and our agents should be in one tab handling Chat, Social, Tickets and phone calls...
API to connect Knowledge Base with our webpage
Hi, I would like to connect our webpage section for getting help to the help center of Zoho. As the customisation of the Zoho help center is limited we can't design it how we want, and would instead integrate using an API. Most of it is easy to set-up, but is there any progress on a API for the Knowledge Base? As we have a FAQ in our webpage, we would like to connect it to the Knowledge Base on Zoho to search and show articles created in the KB on our webpage. Thanks
API to Excel
I'd like to be able to use the API to pull data into Excel. I've already exported ticket information (based on a view), but I'd like to be able to pull new tickets, as well as update fields in excel that have been modified in Zoho. I only need the ticketID, subject, and status. Is this possible?
Help Desk Center Error Message
Zoho Support team, I submitted a question two hours ago. Please let me know; I've successfully verified the domain 360support.geoagro.com and want to complete the creation of a Help Center. I enter the "Help Center Name" and click on "Save", then I get an error message "Error occured Please try again later". Please let me know how should I go on. We work behind Cloudflare and have disabled it to complete the verification. Should you apply for SSL certificates? Kind regards, Mike
Are subscribers of the Knowledge Base able to see the expired articles ?
We have a section called "My Expired" in the Knowledge Base. Is this section also displayed to the KB subscribers? We do expire our articles in time but we also want our subscribers to know that an article that they are referring to has been expired. We can't know if our subscribers did download a specific article or did copy the entire knowledge base contents and if they are using an up to date content so we need to both announce that an article has been expired and also keep the expired article
Emails does not create tickets
Hi, I have the free edition and want to create tickets using the email. I've read the docs regarding emails and forwarding but tickets are never created, even in spam tickets view (and event sending a direct email from origin address). Any clues? Thanks in advance and best regards
'Edit draft' no longer working
Hi, As of a few days ago, we have suddenly been unable to edit ticket reply drafts. Just to be clear, here is the sequence of events: - A ticket is opened (no problem) - Click "Reply all", and the editor opens (no problem) - Begin composing a reply (no problem) - I save the draft (or it auto-saves) (no problem) - Exit the editor (no problem) - Click "Edit draft" to continue with the reply -- fails. The editor does not open (even though a blue progress line goes across the top of the screen, and the
Fix Content-Type in emails
I have noticed if I view the original source of my incoming emails, I see the following ------=_Part_1410627_147770577.1522488015368 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: quoted-printable However the text below is clearly in HTML formatting .. Below that section I see the following : ------=_Part_1410627_147770577.1522488015368 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: quoted-printable Is the same thing as above also in HTML formatting. Here
how do I generate a report with month on month changes (diff / delta)
Hi, See attached an existing report and then second attachment has a column which shows the month on month changes per cell. How do I do this?
Comment mentions create new tickets on some departments
I'm the admin of our Desk setup and I have closed all of the notifications on 2 departments where also my account is a part of. One of them (the logistics department) still does get notification reminder tickets when one of the agents belonging to that department does receive comment mentions. The situation on the other department (the parts department) is more erratic and they do get tickets sometimes when mentioned in comments and then on some occasions no ticket is being created.
Your request can not be processed - new Department
Hello When I try to create a new Department I get the following error: Your request can not be processed I do not know how to solve it ... I've tried everything!
Cannot forward ticket response in Zoho Desk
If i reply to a customer's ticket in Zoho Desk and hit send, I cannot do anything to the ticket until the customer has replied. I cannot reply to my own response and send additional information, nor forward my response to anyone else (internally or externally). This is very frustrating and makes it very hard to follow up with the customer if they have not responded yet.
Departments
We use Zoho desk with 14 departments, some have child departments. Customers can send tickets via email, or by form specific to department (different fields). Currently agents are assigned to a department + team on their role. We'd like agents to have access across all departments if they are in the mail header fields or have a lookup (via search) for department. But if they are not members of department they are blocked. We've tested assigning an agent to all departments, and members to teams they
Request - Enforce agents to use Two-Factor Authentication
Currently, Two-Factor Authentication (2FA) is activated by individual Desk Agents and, there is no way for Admins to enforce 2FA. For security reasons, Admins should have the ability to enforce 2FA login for Desk Agents. Luke.
article search by tags via api
hey guys is there any way to search kb articles via api ? i notices you have that option in the portal when i start typing the subject and the subject beginning exist in article tags https://desk.zoho.com/portal/comsecuredev/newticket please assist im using php and jquery so both api options will work for me
Ask the Experts 1: A 5 hour online Q&A on setting up departments and multi-branding
Welcome to Zoho Desk's first 'Ask the Expert' session. It will be a monthly discussion in our forums that focus on issues that frequent the support desk and hence demand expert advice. The topic for discussion will be posted a few days ahead of the live
Unable to remove extension & Zoho Desk Integration
Hey, I cannot remove integrations with Cliq and disable the Zoho Desk integration it keeps throwing up an error and telling me to try again later. I want to completely disable Zoho Cliq, as it doesn't have enough extensions/abilities as Slack does. Can someone please help us?
No supervisor user
Good afternoon! By accident we have changed the account admin user as an agent without permissions. How do I change back to supervisor?
Zoho Desk : Troublesome lag
Hi Zoho Support, Currently I am not able to type out my replies as the lag issue keeps on persisting and it only affects the Zoho Desk. I was able to use other sites without having any issues.
Invalid email address
Hi Support, May i know if email address contain symbol can be rejected? I can't reply email which it said invalid email Example email address : {PET-ICTEOSSAPBasis_PET-ICT}@petronas.com
Feature request: warn agent when closing a ticket that has an unsent draft
I've observed some of our new agents forgetting to send an email after the final review process. It would be very helpful if the system could warn a user when there's an unsent draft when a ticket is closed.
api: https://desk.zoho.com/api/v1/tickets Unable to set dueDate as NULL
Hello Support, I am trying to use endpoint /tickets, but I found out that I am unable to set dueDate field as empty/null value. The API auto-fill the field even I do not pass any values for the field. Can you please help it? Regards Ryan
Organise Workflows
It would be nice for the possibility to organise the order of workflows, the more we set up the harder it becomes to find the ones we have created
Export limitation
URGENT! I exported tickets. I only have 3000 records. Is there an export limitation? If so, how do I export the remaining records?
Multiple actions toolbar (Merge, Close, delete etc) disappears as you scroll in Google Chrome sometimes
Scenario 1) If you are trying to merge 2 tickets and tick one and then scroll down the toolbar disappears sometimes in Chrome as demonstrated in the above chat session. I have attached a screenshot to explain. Scenario 2) You are trying to merge 2 tickets where the second ticket falls on another page (>50 tickets) you cannot merge across pages. I know you can do an advanced search, but that is really clunky and time consuming and defeats the object.
Add a keyboard shortcut to exit peek mode (Escape key ?)
I use peek to quickly look at tickets in the list view - it would speed things up if you could just hit a key like the escape key to close peek mode instead of having to move the mouse over to the X to close it and then move the mouse back over to click on the peek button for the next ticket etc.....
Cannot access my Zoho Desk Agent account
Hi, Can I ask a question about Zoho Desk? I have an agent account but haven't logged in for a while, today I tried to log in but there's a issue as below: 1, go to desk portal: https://desk.zoho.com/portal/veloscientsupport/home 2, click "Sign In" at the upper right corner 3, click "Are you an Agent? - Login here" Then below "Sign up for Enterprise Plan" page appeared, not the sign in page. How can I log in my agent account? Thanks very much! :)
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