Reserving Ticket IDs
Last week we became aware that our ticket ID counter did pass the 20.000 mark and we wanted to celebrate this event by congratulating the department that did receive the 20.000. ticket. Unfortunately, this ticket was nowhere to be found in the system.
Create product record
Hello I'm sorry, but I'm hoping that someone can help me with a script. I'm still trying to create a Product record. I have a script that seems to be running, but the product (name="test123") isnt created despite the script being executed without errors.
Why do KB documents for a customer look so bad in comparison to my view as a creator?
This is something that has been bothering me for a long time. The huge difference between what I see as a creator of documents in our Knowledge Base for Desk, as opposed to what our customers see. Surely they should look the same? If someone has a simple
No email notifications when contact is a "noreply"
Hello, we receive automated tickets from technical systems that send with a "noreply" address. It is OK that they do not receive any notifications. Unfortunately, Zoho Desk turns off all mail notifications if the contact has a "noreply" email address.
More contact details in product view
Just adding a suggestion here, in case other companies also can see a benefit from this; It would be nice to have more contact details visible in the contact tab of a product (see image below). This could be used to quickly sort between the different
Website layout issue in
I'm using a 48" monitor while having 150% Scaling and 3840 x 2160 resolution. I'm having many issues with the Zoho Desk website. Some of them are: Many elements seem to not appear unless I zoom the browsers to 140% or %175 Tooltips are all misplaced some
Assign Ticket to Customer Owner
Hello, Each one of our customers will have an assigned customer owner, and I am looking to have all tickets be automatically assigned to the customer owner (we are using this for a customer success position). I haven't figured out how we can automate
Setup screen features and multi department functionality
For clients who use multiple departments the setup screen can get confusing as you work on setting up and managing features across multiple departments. For example, as you move between layouts, layout rules, workflow rules, blueprints and other features
Differentiating inbound/outbound calls, voicemails and missed calls in
"phone" category
I'm wondering if theres a way to differentiate or customize types of calls in the phone category to display more accurate data on our dashboards? Specifically looking to view number of inbound vs outbound calls, voicemails, and missed calls with no voicemail
Template Based on Custom Field Selection?
Is there a way to present a custom template in the help center, based on a custom field? Use Case: Ticket Types Application Support Change Request Feature Request Add/Remove Users Desired Outcome If the type of "Add/Remove Users" is select, a template
Desk email templates not mobile friendly
Greetings, I am just in the process of setting up my new zoho desk for our company. I createn automated notify on new ticket creation, back to the customer. In this custom email template, I mostly used the zoho default template, and installed some
Forwarding Email into Zoho Desk
The email in our zoho account is support@olivertraveltrailersservice.zohodesk.com but I have created a support email from our domain: support@olivertraveltrailers.com that I would like to provide to my customers and then set it up where every incoming
How can I translate this button?
Hello, I need to translate better this button. How can I translate?
Google Calendar Events
The events when added via the google integration from a ticket don't seem to show up in the history or in the activities tab. Is there a way when adding an event via the google calendar to get that event to show up under activity as an event and within
Do not reset scroll activity on ASAP widget?
Hello good people We're using your wonderful ASAP widget to display a knowledgebase. Currently it's the only module active so it opens to the KB directly. However, whenever the user closes the widget, their scroll activity is reset. For instance: if you
How to change a field in existing tickets
Good morning, I need to make the following actions. In the existing tickets, independently from the status, I would like to change one of a specific field when the subject of a ticket contains a specific name. Example: if the subject contains the word
Help Centre customer pull reports
Good Afternoon, We have a customer who would like to pull reports of all open tickets from the help centre, is this available through the google analytics that we can make available to customers via the help centre site? Thank you.
Private Threads/conversations within a ticket
We often have to contact multiple people within other departments in our company to answer our customers enquiries. Is there a way to make these private communications NOT visible to our customer on their Help Centre portal? To confirm it is when you
Can you change position of the ASAP widget?
Hello I'm wondering if it's possible to change the precise location of the ASAP widget? Currently it is only possible to anchor it to bottom left or bottom right. We would however need to specify the location of the widget (in our case, we need it "bottom
How to hide the small article icon?
Hello Is there anyway to hide the small article icon that appears next to each article topic in the Knowledge base (see image below)? I can't find any option but perhaps there is a way to hide it by using CSS?
Knowledgebase Article Status Field, Visual Indicators, Linkage Options for Deprecation and Obsolescence
I couldn't find it but as far as I remember, I did request this feature in the past. Maybe I did mention it in a comment on another topic. Ash did mention that the article unpublishing feature is going to be released in Q1 2021 in this topic "How to unpublish
User invite fail
Hi, i am trying to add a use to the customer portal, the app shows a message that the invite is sent, but the users never get the email. I tried with a lot of different email adress and adding from them from the cfg and also permting them to register
Changing icons of sub sections
Hello, hello I'm trying to change the icons for the sections in our knowledgebase. I have a piece of CSS code (see below) that I borrowed from a 3-year old post in these forums, but it's not quite working out. With the code, I can get an own custom icon
Keep your insights in sight, with Radar.
In customer service, what makes you exceptional is how you handle the exceptions—those requests that don't easily fit into pre-defined boxes. But how can you proactively catch those exceptions when you're away from your desk? Introducing Radar - a highly-customizable
Zoho Desk Blueprint
What are the limitation of Blueprints in zoho Desk?
Zoho Outage
Hi, I recently could'nt access Desk for a limited time and was just redirected to a page to enter a support request. Could I have more info on the outage so we can log it. Thanks
Editing contact type field
Is it possible to edit the types mentioned in the customer contact type ? At hte moment the listed items are "Paid user" and "Prospect", I would like to change them into the Dutch language (and maybe add other entries).
Sync between Desk and CRM not working
We are having issues with the integration to sync between zoho Desk and CRM. We have created the integration to start both the CRM to Desk and the Two Way sync multiple times. We finally got the sync to bring over some of the companies(we renamed Accounts
Zoho Flow doesn't acknowledge status update in Zoho Desk if it's triggered by workflow
Hi, I don't if this topic has been discussed before. I create an automation using Zoho Flow for Zoho Desk, basically to create comment every time ticket status is updated. I've tested it by moving the ticket status manually and it works wonderful. But
To implement SSO(Single sign on) for help desk in Blazor server web application.
Hi, I have created a web application in Blazor(server) and have authenticated user using identity. I want that the user who have signed in into my application, can access the helpdesk with no need to provide login credentials again for zoho. Can you provide
Can you add Account Name to general ticket view?
Hello I was wondering if it is possible to add the field "Account Name" as a drop-down menu (see screenshot below) instead of having to click on the pen-icon and edit the ticket? Thank you.
Share tickets to specific agents
At the moment it is only possible to share a ticket with another department and not only with a specific agent. In some ticket there is a need to involve a specialist agent to help solve them but they shouldn't see any other tickets. The workaround I'm
Add dashboard to help center
How can I add a dashboard in the help center so that each customer can see a summary of the status of their tickets
Mail Storm Loop
Hello All, There has been an issue of a "mailing loop” inside Zoho was brought to my attention, i.e. we had a scenario where the configuration of our ticketing platform and its automated replies, entered an endless circular loop with that of the end client
Picklist field values displayed and updated automatically in custom views, reports, workflows, supervise rules and blueprints
At the moment picklist values in custom fields and some standard fields have to be entered manually again when used in custom views, reports, workflows, supervise rules and blueprints. This leaves room for error initially and also makes it hard to make
Creating a Form from Desk
is it possible to auto populate fields from a desk ticket into a form? currently the user submits a form, it goes to desk, back and forth, then they agree(hopefully). If they agree id like to have them sign something. id like to make it as easy as possible
How to unpublish or move Knowledge Base article to draft
We have a couple articles that were published on our KB that we would like to move to draft until they are edited. I see how they can be moved to a different topic or deleted but can you direct me on where to go to unpublish/move article to draft? Thanks!
Delete ticket
Hey, I am trying to replicate this: https://help.zoho.com/portal/en/community/topic/automation-4-auto-delete-tickets-based-on-rules jsonString = {"ticketIds":{ticketID}}; deleteTicket = invokeurl [ url :"https://desk.zoho.com/api/v1/tickets/moveToTrash"
invoice customer for support ticket
hi i'm a new user and trying to figure this out. we would like to provide service to our customers using the zoho desk platform. when item is during warranty, service is free so there is no issue. but when we provide service for out-of-warranty items,
Customer Names
When customers send in an email ticket their customer details get filled in automatically. However, their names dont seem to autopopulate correctly. I.e. with an email such as john.smith@gmail.com the customer name gets filled in so that the surname is
Next Page