iWoWSoft: Integrate with our Solution to access knowledge base without login
Hi Zoho Support, Good day. I would like to inquire on whether it is possible to directly integrate our solution by not needing to login to view the knowledge base? Also is it possible to just show the Knowledge base tab and make the rest of the tabs invisible (My Area, Submit A Ticket)? Regards Swati Project Executive, Implementation & Support +603 4141 8133
Attach from Cloud and "BOX" issues.
Hi, I'm trying zoho-desk for our company and I found some problems. The message creation panel's attach button has "Attach from Cloud" sub-menu(but my environment is Japanese so the message is Japanese). But I can click only very narrow area where is top of sub-menu. And this sub-menu is very unstable. It's often pointed at "Select file" but its high-lighted "Attach from Cloud". Of course, I tried force-reloading but same. And one more problems, I tried "Cloud Picker" with "BOX". And I tried "Search
Intervention Sheet
Hi, Is it possible to generate an intervention sheet from a ticket? We need our client to validate the intervention of our technicians on site. Thank you
Workflow - update when non-client responds
Hello everyone, A quick question, I hope! We have a workflow set up so that any time a customer responds to a help desk ticket the due date is changed to current time + 30 minutes. That has been working really well but we've just discovered an issue. For most cases, a ticket is created when client1@example.com e-mails in. We respond and then when they reply, the workflow activates and the 'due date' is changed to current time + 30 minutes. The problem is that if someone else responds to the ticket
logging zoho remotely
I have a wordpress site and i have a app of zoho ( https://support.zoho.com/portal/dataopsinc/signin#home ) , i want to create new user remotely + login remotely if possible.so that user automatically gets login when i redirect user to zoho.
Introducing the Rich-Text Editor for Comment Boxes
One of the latest enhancements to Zoho Desk is the introduction of a rich-text editor for comment boxes across all modules. A rich-text editor provides users with the options to format text the way they want and highlight important portions in the text. While it proves to be beneficial for end-users, this enhancement also demands a change in the APIs associated with comments. Currently, comment content is delivered in API responses via the content key. The content is delivered in plaintext format
Mango Office Cloud VoIp
Hi, I would lyke to ask if is in your plan to integrate Mango Office Voip ( https://mango-office.com/de/ ) Could you help me to better understamnd how can I integrate Zoho Desk and Mango? Thanks!
SSL Certificate for my desk portal
HI I need a SSL certificado in my portal https://suporte.estudarparaoab.com.br/ Thank you
How to integrate zoho desk support api in codeigniter
Hi , My client wants me to integrate zoho support desk in his application. Got a document of this. https://desk.zoho.com/DeskAPIDocument#GettingStarted#Authentication cab anyone help me in this to bring zoho into my application. Thanks
Twilio Link for List All Tickets
Hey guys, I'm wondering if their is a way to get the Twilio link that is associated with a ticket through the List All Tickets call. Thanks Corey
How to search tickets by product id and product name?
Hi, In the former version of the API (https://support.zoho.com/api/json/requests/getrecordsbysearch), it used to be possible to search for tickets by product id or product name (using the searchfield and searchvalue request parameters) According to the following page: https://help.zoho.com/portal/kb/articles/migrating-from-xml-json-apis-to-our-new-rest-apis, the aforementioned API should map to the API described in: https://desk.zoho.com/support/APIDocument.do#Search#Search_TicketsSearchAPI i.e.
Email CC Issue
Hi Zoho Support, Zoho Client Portal Issue # 1 - We would like to sort the ordering from the image above. Is there a way to sort it? Issue # 2 - For the CC feature, it will only allow to include 1 person in loop. We would like to add multiple emails in the CC. Zoho Desk Support Issue # 1 - Same as Issue # 2 for (Zoho Client Portal). This was previously discuss with one of your colleagues "Re:[## 24706324 ##] Ticket Layout CC Field" I understand that once tickets are created, we will be able to include
Power your Self-Service with Google Analytics
Analyzing metrics related to your Help Center is crucial to maintaining a good self-service system. It's important to keep your Knowledge Base updated with relevant content, that's helpful to your customers. The Knowledge Base Dashboard available in Zoho Desk gives you limited information about existing customer interactions; like page views, popular keywords, and keyword success ratio. This is where Google Analytics can help you out. Google Analytics provides a variety of tools for everything
Copy All Agents When Responding To A Ticket
Hello, We run a very small help desk with very low traffic so we have some days where agents do not log in. It is possible via a rule or macro (or something else?) to automatically copy an agent's response to a customer to all other agents during sending? Currently, our agents have to manually type the email addresses of other agents in the CC or BCC field to keep them in copy. Any help or pointers would be appreciated. Thanks, Keith
Different forms for different departments
Hi, We are beginning to evaluate Zoho desk and I have a few questions. First, can we have a separate input form for tickets added for different departments? For example, a generic IT helpdesk ticket would include product names, versoins, etc. whereas an HR ticket would include things like new hire name, supervisor name, etc. Can we trigger a workflow based on a category? For example, if someone enters an HR ticket for a new hire, I'd want it to go to IT for account creation, then properties
exclude an account from statistics
is there a way to select a company that we don't want to have the times/etc included in the statistics? we have one account that we receive emails from that is more of an auditing alert and we don't need to respond as quickly but I don't want that bringing down our averages times for responding or resolution/
Event Show (Hide) extension in bottomland postition
Hi support team, Excuse me! Because I'm not good english. I'm buiding my Extensions. When I have incomming event, i want my extension auto showing. How can I do that. I read document and not solved problem. Please support me! Many thanks. Best Regards!
How do I disable SLA notifications in the slack integration?
I have a slack channel setup to notify my team of new tickets created. Problem is that we had to set up an SLA for all tickets as a workaround to reporting on tickets for business hours only. Now that the SLA is up the channel for new ticket notifications has become useless as we get Escalation alert upon Escalation alert even though I've only got the option to notify for new tickets selected in the integration. How do I turn off SLA escalation notifications?
Tickets are not created from our domian (@analytica.international)
Tickets are not created when a email is sent to the default channel email from our corporative email with domain @analytica.international but I can see that the email is fetched because the counter in Incoming and outgoing Bandwidth chart is increased. If I send a email from a diferent domain the system works as expected so I guess the problem is the incoming domain. Thank you very much for your help.
Can we customize the ticket data shown in the ticket list view?
Hi, we just started evaluating this product. Can we change the list view of tickets - right now its ticket #, ticket subject, status, assigned agent, few other things. Can we add fields to this view? I know we can add custom fields, but I'd like to be able to see them on the list view. Just to be clear this is what is displayed when you log in and click "tickets" on the top left of the screen.
How do departments work with users seeing other user tickets
Hi, we'd like to use this for a single group of 20 employees. It looks like when you create a ticket as a user and log in as that user, you can see all the tickets (I think). What is the criteria? How do you assign users to a single entity so they can see each other's tickets?
Space size for zoho desk
Hi, I am trying free version zoho desk. Is there any space limitation for uploading files to folders? Regards, Jack
Email chain is creating multiple tickets in support
Using Zoho Support for ticketing. Have linked our support email address to generate a ticket when receiving an email to that address. However as this email address is linked to a chain it continually creates new tickets for the same email chain. Is there a way to stop a new ticket being created for an email chain? thanks
CONSULTA
Buenas tardes, No me está funcionando la función para descargar en excel el filtro de email que he puesto, podrían indicarme cómo hacer? Muchas gracias, Valentina
Delete Help Center user personal information
Hello, If Zoho Desk Help Center users can't be deleted but just deactivated, how does this comply with GDPR? Specifically: The data subject shall have the right to obtain from the controller the erasure of personal data concerning him or her without undue delay and the controller shall have the obligation to erase personal data without undue delay where one of the following grounds applies. Best, Jon
Changes to your Setup page within Zoho Desk
Over the last few months, we've introduced several new features and integrations that have added to Zoho Desk's capabilities. To incorporate these items into the existing Setup page, we've regrouped some features, and renamed some groups. Here's a guide to help you navigate your new Setup page. Some changes that we've made: - The Organization group has been renamed to General. Some items have been retained under this group, while some have been shifted to a new group called Users and Control.
Is it possible to setup a custom message notification within the ticket form?
Hi, I'd like to know if it's possible to create a custom message that will be triggered by a certain action from within the ticket form. To be specific, I would like a notification similar to the attached that would come up if the agent is changing the Account Name associated with a contact, while still logging the ticket. Since contacts cannot be associated with multiple accounts, this could be the only way to prevent such mistakes. Custom notification from the ticket form Is this possible through
Providing annual inquiry tickets in advance to customers
We would like to grant customers the number of annual inquiry tickets in advance depending on contracted maintenance service. In this way, can we set an upper limit on the number of inquiry tickets in advance? And can a customer can see the tickets consumed and remaining?
Content is not available. Please try again after some time.
It starts with 'Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds'. Then it changes to 'Content is not available. Please try again after some time.'. I have this on several tickets now. What's up? BTW, there was an email about 'Content is not available. Please try again after some time.' and you answered the person 'This has occurred as the primary contact of the account has disabled his account. Please go to Setup->Company->Edit and make yourself the primary
Default Time Zones
Does anyone know how to do the following: 1) Set a default time zone, so that when a new user is invited it can default to the office time zone instead of making users pick from the huge list. 2) Customize the User Profile, so that when invited users join and create their password, they don't see the "Twitter" and "Facebook" fields. This is completely irrelevant in our company and looks unprofessional / confusing that we even have the fields listed. Thanks!
Please Allow Us to Turn Off Email as Required Field
We need Zoho Desk to stop not allowing us to create a ticket if we don't have the contacts email in the system. It's common for us to have contacts in the system under an account without an email address that communicate with us entirely by phone or text, a property manager for instance. If someone calls us or leaves a message for us about a service issue we need to be able to go and create a ticket quickly for that account and contact without Zoho Desk getting in the way and telling us it's not
How to create watchers on tickets ?
Hello, I would like to know how i can create watchers on Zoho Support. I have two customers ( 1 project manager and 1 Assistant of this project manager ), all tickets have been created with the project manager account but i need that his assistant could also see all the tickets. How can i do that please ? Thanks in advance for your help. Best regards, Quentin
TypeError: Cannot read property 'value of null Error
What is the issue with this. I have tried other browsers and deleted and update Java.
Unable to process your request
I try to add "New Holiday" in Zoho Desk, but I can add just a few of them then I got the alert that "Unable to process your request"
Set Contact Profile as Inactive
Most of my customers want their account(profiles deleted) but I do not want to delete them out as I want to keep the logs and tickets for quality purposes. Would it be possible to mark the contact (customer) as inactive? With it being set as inactive the customer would not be able to log in or create tickets (customer side & agent side) Please do consider this
Customizing Self Service Portal Invitation
Hello, is there a way to translate the service portal invitation mail?
Zoho Support Notification Issue
Hi Support, Previously, my colleague (agent) was able to receive notification such as receiving ticket reply or adding a comment. However on the 29th Aug 2018, he stop receiving any notification from the Zoho desk. Below are the attachments regarding the configuration and the notification panel which he stop receiving the notification. Appreciate you would assist on this matter. Regards, Winson
SSL Certificate for my desk portal
How do I install a certificate on my desk portal? I already have a certificate. I just can't find where to configure it. Thanks.
Assign/Route by time hours
Hi, I was trying to create an Assignment Rule by office hours but the criteria in Assign/Route and Workflows for field CreationTime only let me work with dates instead of times. So I can create a rule to assign tickets to a team after, before or between dates. What I want to do is to assign a ticket to a team between, e.g., 7-17 hours, and after 17 assign the tickets to another team. Is there any way to do that? Thanks! Regards
Map more than 2 dependency fields
Hi, We have a categorization of 4 levels in our call hirearchy. -Main category -Category -Sub category -Request How can we create dependent fields containing all 4 levels?
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