Is there undocumented API call to set the Template attribute for create ticket?
Is there undocumented API call to set the Template attribute for create ticket?
Is it possible to use a custom list field to control blueprint, rather than the default "Status" field?
Is it possible to use a custom list field to control blueprint, rather than the default "Status" field?
How can we download for storage/reference all our KB articles?
How can we download for storage/reference all our KB articles? We'd like a local copy for reference/backup. Thanks.
turn single email into ticket
I understand I can turn all emails into tickets, but is there a simple way to turn a single email sent to @zohomail.eu into a helpdesk ticket?
Zoho Desk Report
Dear support team, im a new here and zoho desk so could you help me ? I just wanna learn, are there any reports below? you can just yes or no :) Measurement of call times Infrastructure to calculate solution time against demand Average Resolution Time Average first response time SLA Compliance rate Resolution rate at first call Number of repeated events Pending Requests report Re-request opening rate Cost per request Customer satisfaction report Number of tickets by category Number of tickets based
Typing Lag
Hi guys. I'm experiencing lag when typing replies to tickets. At first I thought it might be my office computer, but I'm experiencing it also on my home computer. Basically when typing, keystrokes don't register straight away. You can type a word for
Automatically send ticket reply (from template) based on ticket status and status change date
Dear community, We use Zoho Desk for a repair shop. When we're done with a customer and send the item back by courier, we change the ticket status to Outgoing. We would like to be able to automatically send a reply to the customer to ask for a review
Community Restrictions & Lockouts
Hello, We identified a huge concern for us within the restrictions inside the community. We have department forums we would like to have some restrictions on but can't. What we want to do: 1. Restrict users ability to post to forums, but still allow them to engage by comments on posts. 2. Ability to follow a forum, even if they can't post to the forum so they can stay upto date. If you lock a forum, then... 1. The admin can't post to the forum either. 2. The user is not able to follow a topic. 3.
Compare Translations in the Help Centre
We're just starting to use the multi-lingual feature of the Help Centre. We've translated a few articles to start with. But is there an easy way of comparing the original <> translated article side by side so we can see the differences, especially when
Notifications from Global Admin Account
It appears that anything done by the global admin account doesn't show up in the activity feed or any other notification. For example, if the global admin account comments on a ticket we should see that action in the activity feed, for any other user
ASAP tooltips guides are not translated
We are testing ASAP tooltips and guides. There is a blocking problem: the buttons of tooltips and guides are not translated: previous / next / view more / Finish: This is a blocking problem: a guide feature aims to improve the discovery by users, it
Zoho Desk multi branding for MSP
Hello, I am trialing Zoho One specifically to use Zoho Desk as an MSP. I've been reading about multi branding and creating separate help desk portals for each client but I'm not really finding a guide on how to implement this. Am I supposed to use accounts
Internal Tickets
Is there a way to create tickets internally within our organisation please?
How to put a ticket On Hold
I'm sure this is easy but I can't find the answer here! How do I put a ticket on hold? Thanks :)
ZOHO Desk ASAP assistant: scroll article depending on page action
Hello, We are implementing the ASAP assistant in our web application. We plan to set up a specific article on some pages of our web app, and set up ASAP so that it opens directly the corresponding article. We found how to do this with javascript (thanks
When a closed ticket gets a reply then the system starts to send continuous reminders until the ticket is viewed by an agent
The reminders are in the form of "You have received a new response to the closed ticket xxx". The last one that we did recognize did get more than 270 reminders. Now a second one has been triggered.
Zoho Desk down for anybody else?
Mid-morning, we started getting a "400 Bad Request" error when we visit our help desk. Checked our DNS records, that's setup correctly still, nothing changed there. Tried opening a ticket with Zoho with "Emergency" status but never even got an acknowledgement
How to post and view my public knowledge base?
How do I find the code to add the Knowledge Base to my website? How can I add the knowledge base to my web page? Is there a URL where I preview to see it live? Or is there code to insert it in my webpages?
Automatic NEXT and PREVIOUS in Help Centre
Some areas of our Help Centre are more like a book than individual articles. It would be useful, therefore, to have an automatic way of navigating from page to page within a section. For example, if the section were about MAKING A FILM the first article
Ignore certain emails & Question about auto-assign
Hello Forum! We're currently on a trial for Zoho Desk hoping to purchase a full one soon, I have a couple of questions. 1. Daily, we receive technical-updates from a specific email address to our support inbox. We don't want to create a ticket for any
Zoho Desk
Is there a way for a supervisor in an organization to be notified of every ticket created for staff? I see the cc option. But is there any other way in case the person entering the ticket does not cc the supervisor. I would like to track all ticket requests
Attaching client users to the same account so they will see each others tickets
Hi, Excuse me if there is already an answer to this question, but I couldn't find any help online. Currently, we have already two client users which are attached to the same account, But they don't see each other's tickets. We would like to set it up
Zoho Desk KB - how to find article ID and category ID
Hello We plan to set up a specific article on some pages of our web app, and set up ASAP so that it opens directly the corresponding article. We found how to do this with javascript (thanks to https://www.zoho.com/desk/developers/asap/index.html ) Opening
Ticket conversation tab doesn't reflect the merged email but ticket history indicates it
Today, we did merge 2 tickets into one but we can't see the merged ticket conversation in the conversation tab. The merge action and the ticket conversation which is being merged is clearly indicated in the ticket history. We did this merge action on
Separate knowledge base in 2
Hello, We are implementing Zoho DESK four our platform which has 2 different kind of users (sellers and buyers). We are wondering what is the best way to organize our KB so that each type of user finds what he needs, knowing that buyers should not access
KB in ASAP assistant: sections icons are not displayed
We did setup icons for each category and Display in the portal: Display in ASAP for category is OK: But icons are not shown for sections: => How can we have ASAP show sections icons ? Regards
Wordpress Users logging into Help Center
We have tens of thousands of users on our WP site. How can we enable them to be able to log straight into the Help Center? With Zendesk it was pretty straightforward but with Zohodesk it seems incredibly complex. Can it be done directly? I don't want
Product Category
I looked in the product category, there is already a choice of hardware, software, and CRM applications. can it be replaced or added?
dynamically change ASAP assistant position
Hello, We are integrating ASAP in our web application. In some pages, we would like the assistant on the right of the page. But there are situations in which we would like the assistant on the left part of the page. => Is it possible to change the assistant
Zoho ASAP - Help center Incompatible Input; Incomplete Output - ticket 68648537
Good day Ash, Since April 9 2021, the Zoho ASAP is giving us an error for some users (not all users): Incompatible Input; Incomplete Output - We are not able to process your data. Please double-check the data you entered. Plus when the same users add
Zoho is best for maintaining the company tasks!
I run an Ihomedental company and I want to manage tasks of employee. I hear that Zoho is best for managing the tasks. I tried clockify for managing the task, But it's not perfect working according to my company rules. Let me know, if anyone knows about
Introducing Blueprint 2.0
Blueprint is Zoho Desk's advanced process management tool. It helps businesses implement support processes and makes it easier for agents to deliver consistent, timely customer service. It's quick to set up and can be implemented at scale for a variety
Unable to see email for CC'd contact from edit ticket screen
Reproduction steps: A. Open a ticket with someone CC'd on the ticket / email thread. B. Go to "Edit ticket" C. Look at "CC" field. Expected behavior: Some mechanism is available to see what the email address is for the CC'd contact. Ideally you could
Poor use of margin padding in compact view
Why does compact tickets view insist on having 150px of whitespace margin from the borders of the window and the left sidebar? Because of the current behavior it's only possible to see 6 characters of the ticket title when using a window 960px wide.
No Bullet Points in Article editor
When I try to add or edit an article in the Help Centre, there's no option for bullet points. When I click on the button I see the attachment image and the code generated is <ol> <li style="list-style-type: upper-alpha">... </ol> Instead of <ul>
Twilio SMS/MMS Integration for Zoho Desk
Twilio SMS/MMS Integration for Zoho Desk This plugin enables SMS & MMS communication between agents and end users. End users can ask for help via SMS/MMS and support engineers can send the solution through the same channel. Complete demo of our extension, Key features of this integration: SMS and MMS Inbound and Outbound Support AI in creating Tickets or Threads SMS Outbound Message Initiator Instant Acknowledgement Support This is our extension link. For Multiple
Sample code to create Deal from Ticket?
Anybody have sample Custom Function to create a Deal from a Ticket? Thank you!
Add Help Centre Users to User Groups Before Invite
Hi, It's annoying inviting a Help Centre User (e.g. one of our customers) and not being able to add them to the relevant User Group immediately - so when they first log in to the Help Centre, they don't see any KB Articles suitable for them. It's only
Cannot forward emails to zohodesk
I have set up an email address on my site which forwards directly to the support email address on zohodesk like this: support@xxxxxx.com > support@xxxxxx.zohodesk.eu However, no emails are ever arriving in zohodesk. I've checked and the forwarding is
Zoho Feedback Widget: Cross-Origin Read Blocking (CORB) blocked cross-origin response
Hi, I'm tesing the integration of the Zoho Desk Feedback Widget and I get the following log message in Chrome Dev Console. Cross-Origin Read Blocking (CORB) blocked cross-origin response https://support.mydomain.com/support/html/blank.html with MIME type
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