Request New Feature: Keyboard Shortcuts to Automatically Close Tickets
Its so inefficient to close tickets manually by needing to click the button with the mouse key - please set up a keyboard shortcut - that should be so simple to implement and can even do this in Gmail. If you also want this feature, please comment on this message!
Remove formatting issue
Hi, I create a template to our customer and use Remove Formatting tool in order to make all text of the same size. And I send it as usual to our client. But then the text appears with the words combined. Please check the screenshot and let me know how to fix the issue. We have the same issue with all our agents. Thanks, Lola
Whitelist a domain from Spam filter
Emails from our own domain keep being caught as SPAM, how can we whitelist an entire domain? Cheers Chris
Remote Authentication for Support Desk - Script receiving 400
Currently trying to get this working from a development environment, redirecting to that URL from a different URL than the one provided in our Remote Login URL. Script that is running: > $ts = round(microtime(true) * 1000); > > $email = $this->getUser()->getEmail(); > > $remoteauthkey = ''* removed> >$fullname = $this->getUser()->getUser()->getName(); > > $loginstripped = preg_replace('/[^a-z\d]+/i', '_', $fullname); > $loginname = mb_strimwidth( $loginstripped, 0, 9).$this->getUser()->getUser()->getId();
What Happen to my tickets?
I got the trial version of enterprise edition for 15 days. It expired so i'm in te free Version, but I cant find my tickets create before the expiration date. All the test of 15 days are lost. How can I recover this information? Tahk You
Add Help Center Users to Departments
Is there a way to associate the Help Center to a Department and then restrict the user to only be able to see their assigned departments tickets. I see i can do it with an agent but would be nice to control what the help center user can see.
Round Robin is not working since a couple of days
Dear Support, Since December 2 tickets are not being assigned by Round Robin. All new incoming tickets remain unassigned. Our agents are online and Round Robin Rules are enabled. Has something changed? The last few days we get more tickets. Is it possible that Round Robin hold the unassigned tickets in queue? Regards, Wishal Jagessar
Zoho Desk Email Templates - Template Will Not Save
Zoho Desk Email Templates - When I go to edit the HTML of the Email Templates, they will not save. Even when I start eliminating some code, the page will not even save a blank template. I got it to save once randomly and now it will not save again. Please Help. Thanks!
Is there a PHP sample?
Of the Remote Authentication sign-up and sign-in scripts? Just seems like something that would be helpful as a resource
sudden change in contact information for new tickets
We are beginner users with ZOHO desk. Our registration form for requests for support is built in Wufoo and upon submission, an email with relevant information is sent to ZOHO and a ticket number is generated. I noticed that beginning yesterday, the apparent source of the ticket shifted from Wufoo to the preferred email address in the Wufoo form. This is great and I want to keep it this way, but I have no idea why it started and want to make sure we understand where that information is coming from.
searching contact list
How to modify the contact module so that I can search by account name?
Incomplete German translation
Hi Zoho team, i have issued a ticket about this but haven't heard back from you guys in the last 3 weeks. We want to offer our customers a easy way to use the tickets and knowledge base and English is for some a hard task. Also having a colourful mix
Viewing Desk ticket details from inside a CRM contact record?
I can't get useful answer from Zoho support on this, so I'm now here asking in the forum. Anyone have Desk and CRM integrated? Does anything about my contact/customer's Desk ticket history show up in the CRM? Or is the only benefit of this integration/sync that CRM contacts area available in Desk?
Allow my customers to view their Zoho Desk tickets via web site?
When I license Zoho Desk, will it be possible for my customers to create free accounts to check their tickets via a Zoho web site? Zoho support is telling me that my customers would need to be added to my organization, essentially meaning I'd pay a monthly fee for each of them as if they were agents/staff of my company. This floored me. A web-based ticket system that my customers are not allowed to use and must only interact with by replying to my company's email messages? But it's very hard for
Cannot create a Ticket via e-mail
Hi, Have just setup a new instance of Zoho Desk and it is not accepting e-mails and therefore not creating tickets, Please advise, Thanks David
Zoho Desk mobile app - time entry
What are Zoho's plans to add time entry feature to the mobile app for Android? It seems silly that our on-site engineers can do as much as they can through the mobile app when working on-site, except enter their time. Having them put notes with their time in the ticket comments is cumbersome and only creates additional work for someone else, and also opens the door for process failures. I have been told in the past that "this feature is coming", but so far, no go.
Zoho Desk API Get Support Rep Tickets
What would the api url be for getting a list of tickets for a support rep. I have the support reps email address. This is the url I am currently using https://support.specializeddata.com/api/xml/requests/getrecordsbysearch?authtoken=???????????????????????????????&portal=portalname&department=departmentname&selectfields=Requests(status,subject,Case Owner,billable,priority,Request Id)&searchfield=email&searchvalue=" + User.Identity.Name
I changed my signature but it doesn't show as shown in the editing window, instead it shows as it was before saving it.
I added an image via URL in the original size, added a description thinking it might be an alt tag (which would be useful when some people or email clients block images in emails, so incidentally you should have that instead, which is more important than having a caption). Then I sent a test email, saw that the description is visible as a caption, so edited the signature again to remove the image, and add the same image again via URL, in the best size, without a description, and saved it. I sent
How to remove word verification
How do we remove the word verification box from the New Ticket form? The captcha is extremely hard to read and requires 4 to 5 tries before you can get the correct word, it is creating many customer complaints. Mark
Zoho Desk Tickets
Our Zoho desk tickets are no longer getting assigned to the specific user and no notification is being received when a new ticket is opened. Any idea on why this is happening?
Deleted Contact returns 200 status, allows creating a ticket, shows "NULL" in ZohoDesk for contact
Hi Team, We have noticed a bug in the API with regards to contacts that have been deleted. If a contact is deleted via ZohoDesk, the API still returns them as existing when querying directly on the contact ID via the API. (request returns a 200 status and the contact object with no indication that it has been deleted) The API then allows for the creation of a ticket with the contactId specified as that deleted contact. Within Zoho desk, the ticket shows as existing, though the contact has some complete
[HELP] Email Configuration
Hi, We have currently used zoho desk for our ticket as we use a lot of zoho application and we might as well try the Zoho desk ticketing, Now we have come up with a bit of trouble setting it up. We have configured the channels for social and is working great. now for the email, we are having a bit of difficulty; when we go to setup->email it shows this page Then when I input a domain it will show this Insufficient Privileges to perform ....... page Hoping you could help me with this issue. Thank
We are unable to process your request now. Please try again after sometime or contact support@zohoaccounts.com
Hi, can anyone assist me? when our Agents try to register, they keep getting the error: We are unable to process your request now. Please try again after sometime or contact support@zohoaccounts.com Please can anyone assist as we want to roll out the servicedesk ASAP
Can not use Email module in Zoho desk
Hi, team, i can not use my Zoho desk integrate with my email?
Ticket re-submitted on its own
I just had a ticket submitted that was an identical repeat of one I had closed the week before. The client says she did not resubmit the ticket. In fact, she did not submit any tickets today. Has anyone seen this happen before and, if so, what can I do to make sure it doesn't happen again? Thanks in advance, Mark
Header
How can we remove the Company Name 'text' from the header on help center in zoho desk? I only want to display the logo without the text.
Desk API - custom field text area field size limit?
When creating a ticket I can add data to a custom field on the form, however that same information can not be added via the api. The description field can take the data via the api. I used this same data and it gave the following error. {"message":"Invalid Value For Param Internal Comments"} It seems that after 100 char it returns this error. Regards, Glenn
Facebook Account is already configured at the portal level error message
Hi, I am attempting to add Facebook integration via Settings > Social > Facebook page. Upon logging into Facebook I get the message: "Facebook Account is already configured at the portal level. Please delete the Existing account and then try adding here." I have no idea where to find this, I have looked everywhere with no mention of it. I did add my account earlier but it didn't pickup the pages correctly (only my main account), therefore I deleted it. How to fix? The whole social section seems buggy.
API Zoho Desk - Limit in 100 with a field of 255
Hello, we are working with Zoho Desk API and we have a customField named "RMN error" Text of 255. When we update it via web, in the Ticket interface, goes well, but, when we do by the API with PATCH method like this: https://desk.zoho.com/api/v1/tickets/95717000002213003?authtoken=XXXXXXXXXXXXXXXXXXXXXXXXXX&orgId=XXXXXXX { "ticketNumber": "971", "customFields": { "RMN": "RMN with errors", "RMN Navision": null, "RMN error": "NAV account number of Salto Systems HQ must end with -HQ.
Let's Encrypyt SSL
Hi, How can I add letsencrypt ssl to my zoho subdomain? Thank you
Dealing with ticket history of contact who left company
Are there any best practices for handling the ticket history of a contact who is no longer with the account? I would like to delete the contact but retain the tickets in the account. One thought I had was to create a fake contact under the account called "Former Employee" or something and merging each person who left with that contact. Over time Former Employee would basically become a dumping ground for all tickets from people who had left. Any other suggestions?
when sending message in zoho desk the words are all bundled together after sent.
When I send out messages in Zoho they are sent correctly but when you hit the send button and go back and look at the message the words are all bundled together.
email template - notify
When a ticket is received, we have "Creating a new ticket" notification under Group Notifications sending a notification email to agents but would like to see the requestors name ${Cases.Contact Name}, vs the company name? any thoughts?
Reply not sent
Hi, I'm having an issue sending replies to tickets. This is the error I get: Aw, Snap! Your response for the ticket #777 could not be sent since the connection to your SMTP server has timed out.Can anyone from support team take a look at this and let me know what causes it? Many thanks, Yasi
Api search via #123 ticket number rather than id
Hi is it possible to search for a ticket via the #123 ticket number rather than the i.d number.
Can we have a have a separate Cancelled status for Tickets?
Hi, I noticed on the Ticket Status field that it only has 2 main Status options - Open or Closed. It would be best if we have a Cancelled option that's not categorized on either, for emails such as Spam, email alerts etc, which are not valid concern nor issue. There are a lot of scenarios wherein auto created tickets are not appropriately tagged as a closed or resolved ticket. Now, the system does allow us to create custom status, but we need to choose whether it's considered an Open or Closed status.
In Zoho Desk using API calls is there an easy way to query the total number of tickets?
If I knew the total number of tickets, I could keep looping, retrieving records till I reach that limit. Or, What would be the most efficient way to loop though making multiple record requests until you have retrieved all of the tickets in the database? Thanks,
Problems when renaming a value on a Pick List field selection
Hi, I have a list of values under a custom field pick list (under Tickets) , and when I needed to rename one, I noticed two problems: Scenario: Under Custom field Account Name H-P, I had a value called NIYAMA by Per AQUUM, now I replaced it with Niyama Private Islands Maldives. 1. It did replace it on the custom field pick list, but not on the actual selection when creating / modifying a ticket Pick List under Settings: Pick list selection when modifying a ticket, the NIYAMA by Per AQUUM should
was working fine but now support subdomain falling into a redirect loop and currently inaccessible
HI Zoho team, My support domain was working fine till i noticed yesterday that it has become unavailable from any device on web. site: help.autolush.com Can you please check why my help/support domain is currently in accessible because of too many redirects? The CNAME record has been correctly setup to point help to desk.cs.zohohost.com The domain also has been mapped again in zoho helpdesk. Thanks AL
Zoho Desk API Help
Does anyone know of a company that can help us with a fairly simple migration of xml data formatted tickets from one CRM into Zoho Desk? The export is coming from CRMDesk.com and we wrote that export tool.
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