Hide ticket status after event
Hi, we have created the status "Waiting for customer registration", that sets the ticket on hold. If the registration process is completed the ticket switches to "Open - under analysis". The problem know is, that it can happen, that the customer himself
Send Notify on new Ticket to a Team based on customers email address AND only on these addresses
Hi ZohoDesk, I would like to have Team A receive a Notification on every ticket created. I would like Team B to receive a Notification email only if the incoming ticket contains elements of a certain group of customer's email addresses only. They should
Important - Security information for Zoho Desk ASAP (Android)
Hello ASAP developer, Recently, we were made aware of a dependency confusion vulnerability when JitPack is used to resolve application dependencies. The applicability of the security risk depends on your application build configuration: 1. You include
How do you handle initial setup
Can anyone give me advice on how they setup their accounts if they use Google for their emails? We use some google group emails currently Parts@ Install@ Service@ Support@ Currently they go to multiple people and we reply all to ensure we don't duplicate
Unable to Add Light Agent to Team?
Hi ZohoDesk, I have been asked to add a Light Agent to some rules I have configured. These rules use Teams as the notification target. When I go to add the Light Agent to the list of people in that Team they don't appear in the list? It looks like I
Can I use a parameter to specify the Agent in views and beyond?
Hi ZohoDesk, In views, and potentially throughout other rules and workflows can I specify a parameter to specify the Agent like this example? many thanks Rich
Snippets in Zoho Desk Missing All Custom Fields on Tickets!
When you create a new snippet in Zoho Desk, you can select "Place holder" which opens up a menu where you can select placeholder from the ticket. However, this functionality is not usable for our organization because Zoho Desk restricts us to use a few
How to Improve the Customer Service with Zoho
Regardless of the size and scale of a business, there is always a requirement to reach out to the customers for standing out and gaining better reliability. One of the most organic ways of doing the same is either by email or phone. However, it is important
Unable to create new Multi-Branded Help Center
When attempting to create a new Help Center in a Multi-Branded configuration, I am given the error: "Uh-oh, you can't create help center for departments having more than one root category" (Shown below) However, the associated department does not have
Announcing the addition of Mobile SDKs for Guided Conversations (GC)
Following the addition of 'Cards' for Guided Conversations in Zoho Desk, we have now introduced easily configurable mobile SDKs to our self-service platform. Using this readily available SDK, you can integrate GC into your mobile application used by your
Zoho Desk > Account creation
Hey there, we've been experiencing some random problems when our clients want to create an account on desk. When we accept a user, they receive a link to set up their password but often times, they are blocked either with "enable cookies" (already enabled)
No redirect for old domain URL to new URL after switching portal name
Good Morning, We have two issues regarding the required portal name update and character limit. 1. In the following article it states that "Also, when anyone types in or clicks on links in the old URL, they'll be automatically redirected to the corresponding
Workflow for auto-tagging tickets based on the email address raising it
Couldn't see an option to auto-tag a ticket at all - is this possible? If so, please can someone share where I might find this option or how to go about it? TIA
Calculate response and resolution time from Ticket created time
Hi Guys, Do anyone willing to explain how this feature works for SLA? We found there is a bug when we enable this feature on SLA. Upon we enable this feature on our SLA, we updated the ticket status and the system changes the due date to the last year's
Date validation on custom date field
We have a field in our Time Entry layout that we use to track the actual date work was performed on a ticket in situations where the ticket record was updated after the actual work was done. We would like to have a check each time the Time Entry is created,
Can i hide certain categories from the users but not the Agents?
Hi ZohoDesk, I am currently adding some Categories>Sub Categories to our Ticket Layout so that Agents can categorise on a finer technical level. For example I'd like the customers to see a list of options that make sense to a front end user. Lets say
how to create customer portal in zoho desk ?
how to create customer portal in zoho desk ?
Product IDs for Multiple Products Returns Same Product_ID When Exporting
I have added a handful of Products in Zoho Desk, each with a unique name. For example, Product 1, Product 2, Product 3. When exporting to excel, each record is stored as the same Product_ID. My goal is to update old tickets to apply product name using
Are items removed from Categories retained in older calls?
Hi ZohoDesk, We have calls that will have older versions of software that aren't available or supported any more. What happens if I remove these Categories for these items from the ticket layouts, is the data kept in existing calls? Is this the same
Export kB Article to PDF?
Hello everyone, Previously, we used to have the feature to export a created kB article directly to a PDF file. For some reason, I am not seeing that option anymore after publishing a new kB article for my users. Was this feature taken away? Or was it
Switching to the new help center domain URL
If you have been using the Help Center without mapping your subdomain (for example, support.mycompany.com) to the default domain, this article is for you. When you sign up to use Zoho Desk, your help center's default address is a Zoho Desk subdomain,
Updates from JIRA appearing twice
Hi, I'm having a bit of a problem with our JIRA (v8.6.0 On-Premise) integration. I've just reconfigured this after a server move at our end and every time a JIRA issue is update it appears as 2 identical comments in Zoho Desk... I've included screenshots
Auto Translation of KB
The Auto translate looks very positive for most documents. However, does Zoho have any way to tag a section of text in the KB to tell the translator to skip during the translation process? Example : An English KB that lists some paths on a mac like :
CRM and Desk Sync
Hi - I am trying to sync products across Zoho Desk and Zoho CRM (two-way). The list of products in Desk differs from the list of products in CRM.The two platforms (Desk and CRM) are linked and currently pull in customer account information without issue
Import data with zoho IDs
Hello, I want to import data to desk (create tickets) and have some problems. Problem 1 In my file I have the specific ID for the related ticket data: Contact Owner Asignee ... How can I use the ID? Problem 2 I need a specific creation time, how can I
Ability to modify an idea reporter
A lot of our clients are still very fond of talking to us over the phone or via email. We try as hard as we can to funnel them towards the idea portal to submit their improvement requests so that we can give them visibility and interact with the entire
A new feature in the Setup page is not being highlighted
I've just found out that you've added a new section called "Privacy Settings" under the "Data Administration" section and there is a feature called "Data Subject Requests (DSR)" under it. It wasn't highlighted under the "Setup" page but I was able to
Moving Reports Between Departments
It would be nice to move reports between departments. I just created a bunch of reports department agnostic (account/contact) and then realized I did it in a department that is more isolated than the other departments.
SSO using keycloak not working
HI I used this link: https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/setting-up-saml-single-signon-for-help-center#Keycloak_IDP In my application, I and using keycloak as the identity provider, and I want to
Associating Multiple Tickets To A Forum Post
Hi, everyone! Thank you all, heartily, for posting feature and enhancement requests across all modules on the community forums. We are grateful for your synergy, support, and suggestions right from the get-go. After much deliberation, we have decided
Closing Zoho Desk ASAP widget is not very intuitive
I have added the Zoho Desk ASAP widget to my SaaS app. Based on my user testing (using PageSense), I can see that the users are often struggling to figure out how to close the widget once it has been opened. There are two related problems here. 1 Most
Adding Custom fields to Account
I do not use Zoho CRM but Salesforce. I'd like to categorize my tickets as Standard account tickets or Executive account tickets, that level depends on each account Account (I do have this info from the Salesforce synch). But I do not see anywhere in Zoho Desk Account section the possibility of adding such information as a field I can then filter. Is there a way to create a custom filed for the Account where I can assign that status level? If so could I get this info directly from SF? I've seen
Zoho Desk KB display permissions update
hi all, i’m editing kb articles and I’ve noticed that the display permission is now missing ‘agents only’ Is there a setting that controls this? I’ve got a lot of adops-only facing documentation in the KB that can be easily misunderstood or misconstrued
Link Desk Tickets To Desk Community Idea and bug Posts
BACKGROUND: We are a SaaS Company that sells an online solution to businesses, that business has multiple employees, all of the employees of the business has an account with our online solution and are created as Desk users in zoho desk in order to open
Zoho Support Widgets configurations
Is there any way to pre-populate fields in feedback widget? Is there any support for custom fields in feedback widget? In advance form can we add two inputs in same line? Advance form is not working, getting error on submitting :- Uncaught ReferenceError:
Users vs Light Agents
Hi, I've only recently purchased a few Professional Agent licences for my team, however, I'm struggling to see how best to create users/agents for certain use-cases Use Case 1 - Full Agent (access all Accounts), no problems other than cost Use Case 2-
Zoho desk constantly showing error message in Safari
Specs: macOS Big Sur, Safari 14.0.3 Issue: During normal usage of Zoho Desk the error message "Something went wrong while connecting to Zoho Desk. Please allow cookies and refresh the page. If the problem persists, contact us at `support email at zohodesk`."
Static Report API
I want to access report from: Analytics -> Reports -> Response Time... Is there any api for this...
Change in the nomenclature of the tickets
Hi, I have a big problem with a bug. Several times, after sorting and closing some tickets, the titles of these same tickets change to just one of the words used in the nomenclature of the ticket. I would like a quick solution to this, as it is causing
Zoho Desk - Knowledge Base Analytics
I see the 'Popular Articles' component that shows who's created articles, and which seems poorly titled. I see 'Article Insights' which provides up to 30 days of helpful likes and dislikes. Are there any other ways to show data regarding knowledge base
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