Integrating the Help Center KB with our own website portal
Hello We're about to purchase an Enterprise level account so we would have access to the multibrand help center. Is there any SDK/integration available for the help center? We're currently building "Help Center A" which is completely public with any logins
Including ticket URL link in Desk emails to customers?
Do other people here need/want the ability to include a URL to that exact ticket in email messages sent from your support agents to your customers via Zoho Desk? That way your customers can effortlessly get right to that ticket in your Desk instance.
Newbie Desk User
This question relates to branding. We have created the portal, and the SSL certificate is now applied. Therefore the URL now looks like our own, etc. Question: When a contact creates a ticket, the response that is going out is from email address: support@companyname.zohodesk.com
Zoho transactional SMS's
Hi All I would just like to know if you can send transactional SMS's through Zoho and if so can it be automated using Zoho Desk? regards Brendan
Can't receive email through zoho desk
Hi currently i can't receive on zoho desk, already test from another domain no one received yet. please help ...
Heads Up: Planned Maintenance on US and IN Servers
Hello, everyone! We have planned to execute an update for the US and IN DC accounts between 6:00 a.m - 9:00 a.m, IST on 17th January, 2020. During this update, there could be intermittent email fetching delays for customers present in a few of the clusters.
Agent cannot reply to ticket
Some users/agents have had some difficulties responding to tickets. When the user tries to respond to a ticket by clicking on the “reply all” icon, no action happens. This only happens for some users, but this agents have the exactly same permissions
Seperate departments from categories in Community
Hello, It would be nice if we can add a category in the Community apart from the departments. Our use case is: We have one support department but want to have more than one category in the community. Therefore we now have made more departments. The problem
Support Email Address limitations
I am having issues with the limitations of the Support Email Address. The docs describe that you can have unlimited From Addresses but only 100 Support Email address (Enterprise). However, this does not make sense. Scenario: xyz@mycompany.zohodesk.com
Change 'Ticket Status' options even when associated with blueprints
I gave up trying to deal with this and just deleted my blueprint in order to use the new "on hold" feature on one of my statuses, because it is a big pain changing anything on 'Ticket Status' when they are associated with blueprints, and disassociate
OAuth Token Problem
I'm trying to do an authorization request. But it doesn't give me proper error or success message. I read the documentation and I try to do what it written. Could you help me about it? My request is down below: https://accounts.zoho.com/oauth/v2/aut
Tickets, associations and reports
Hello We're a small start-up company based in Sweden and we're evaluating Zoho Desk as our ticketing system. I already sent you guys an e-mail, but in the meantime, maybe you can give me a reply on two further questions I have. Thank you :) Also, please
my radar for zoho desk is not loading.
It says loading for hours.
Ticket report based on time range
Hi Team, How do I get a report on number of tickets assigned to each agent based on time range. E.g. I want to get a report on how many tickets assigned over 3 months to an agent from 8am to 3PM .
Reports on missed chats
Hi Team, Where do I find a report on missed chats?
Moderating all responses
I would like to moderate all posts and responses in my community. How do I do this? I do not see options to moderate all posts. I only see an option of no moderation or moderate first post only. Even moderate first post is a bit mis-leading because it
Bug with adding tables to desk articles
While I was working on a desk article I noticed that these triangles that usually help resize the table lie around at whatever position the table is resized. My article is now littered with these, which is really distracting. They do not appear in published
Public Forum
Is it possible for me to have a forum which is fully public? Presently it appears that someone should have access to Zoho to access a forum. I want to create a forum for one of the trainings our company is delivering. I would like anyone of the course
Notification Emails Delayed
Anyone having issues with Zoho notification rules running but not receiving the emails like normal? Yesterday we had a bunch that didn't show up this morning. Today I've seen delays of an hour or so.
Data source for custom field
Hi, I'm starting as a Managed Service Provider (MSP) and trying to setup Zoho Desk for my customers. I'm looking for a way for custom fields to be customer specific when creating a new ticket. For each one of my customers, I manage several platforms.
Incoming emails delayed
We are experiencing an issue with Zoho Desk today where incoming emails are delayed anywhere from 15 minutes to 90 minutes. They all eventually show up in Zoho Desk but slow. There is no mention of it on their status page here - https://status.zoho.com/
Triggers and Transitions between Blueprints
You can stumble upon situations where you have to connect the blueprints of different departments via triggers or transitions. We will now have to consult to our local Zoho partner for them to build these connections via coding but it would be much easier and visually understandable for us if you could provide some built-in capabilities to connect the blueprints of different departments.
Does the Customer Happiness widget work in the new Help Center Themes?
I just noticed that none of the new Help Center themes seem to display the Customer Happiness Widget even if you enable it in the Customer Happiness settings. Is this gone for good? A work in progress? Right now it's stuck in between because the setting
Request: Lift 32000 Character Limit
I would like to build more advanced html templates but I am limited by the 32000 character limit. It would be a great feature to have the ability to build html without having to compress or character count. Thanks
Form in Knowledge Base that passes through the logged in user?
I'd like put a custom form in our knowledge based that logged in customers can fill out which passes through information about the logged in user. In other words, if they're already logged in to our help center I don't want them to have to tell us who
Pick List Options When Creating a Forum Post
I just made another post which made me come across the "Category" drop down that is part of creating a new post. I think the amount of Category choices and sub category choices are not user friendly. It was very cumbersome to have to scroll through the
Setting Width of KB articles
How can I set the width for the KB article for formatting like I would in a simple word document? I do not want the KB articles to be as wide as they are due to it making the formatting I had in my word document not look good anymore.
Acknowledge TOS
I would like to propose adding a functionality when Users/Contacts are first enabled to the Zoho Desk Portal, they are presented with a checkbox or a button that requires that they accept our Support Terms of Service before entering the Support Portal,
Desk to Cliq > remote assist link
HI is there a way to integrate desk to cliq so that when I start up a remote support session, instead of sending out an email, I can send the link to my cliq users?
Display referenced and mentioned community topics similar gitlab or github issues
We'd like to have facility for link community topics even under discussion, idea, question or under other department, category topic with certain topic status That definitely helpful for users to reference other people's topics, or company responses, implementation details, suggested development details, announcements and more. Also helpful to avoid duplicate topics and keep those closed duplicate topics listed under main thread An example, github issues field. I think every developer know how
Zoho email notifications not working consistently
I work for a company using Zoho Desk as a support ticketing system. When someone emails the support queue, a new ticket is created in Zoho and I receive an email. However, when someone fills out the form on our website a new ticket is created, but no
Migrate from Remote Authentication to SAML single sign-on method
Hi, I saw that Remote Authentication will be deprecated soon, and have some questions when try to use SAML single sign-on method as you recommended. Currently, we automatically sign up our valid user to zoho desk with Remote Authentication "Sign-up Operation"
Radar for Zoho Desk Blocking Close Button
Please fix this issue.
Problem: cc and bcc fields do show a "d" character in them when they are selected/focused via mouse pointer during ticket reply
This behaviour breaks the name entry process and the "d" character has to be deleted first to be able to enter a name. If the cc/bcc fields are only selected with one mouse click then the problem does not appear on my PC but other users do experience
How can i hide button
in help Center page How can I hide the login button and the tickets button
We require some kind of an equivalent to the "Page Break" functionality for the KB articles
When you try to export a KB article to pdf, word etc the result becomes very inconvenient to read because of the uncontrolled and sporadically created page breaks between the pages. We definitely need to be able to set some "Page Break" points on the
Not Receiving New Ticket Emails
Hello, For some time I was receiving updates when a new ticket was created with no issue. Recently I have not been notified when a new ticket was created. Looking back through my email, there is a lack of parity between the ticketing system and the emails in my Inbox. This is a big problem and has caused some tickets to go unanswered for long periods. This may be a misconfiguration on our end, however I did not make any changes to my preferences before this started happening that I can remember.
Agent auto logout - Session Idle Timeout
Is there any way of automatically logging out an Agent via a session idle timeout? Either that or changing the Agent Status to Offline after a pre determined session idle time? The agent availabiltiy is skewing my report metrics as Agents forget to logout
Reset ticket number counter
Hi, Is there a way to reset the ticket number counter? After performing various tests we now want to reset all ticket number counters and start normal operations with actual customers. Thanks in advance
How to set up an alert/report based on the ticket age
Hi, I would like to have an automated alert once the ticket age has reached 60 days or more, and not sure how to it. I tried the Supervise option, with Criteria "Hours since created" + is Greater than + 1440 (60 days), but it would not go beyond 720 hours or 30 days. I tried the Global reports and though I can setup a criteria for that (Age in Days > 60), it doesn't give me a column of the ticket age on the report output. And the filter is only until 6 months or last 180 days. Is there a better way
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