General Slowness / Refresh Required
Hello community, myself and some others on our team are looking for some general input after these last couple of months. Have any other Zoho Desk users experienced general slowness in the agent portal, mainly revolving around slow "picking" of tickets and page/parameter updates? Couple examples: In the past, when replying to a ticket as the first agent and it gets auto-assigned, your avatar would pop up at the assigned to field immediately. When sitting at a department, team or custom view looking
Zia Bot chat not loading in Zoho ASAP Addon
Something recently got updated in the Zoho ASAP Addon We have the Chat option set to show the Ziabot But now when users try navigating to the Chat option in the ASP add-on it only shows the loading icon.. Anyone else experiencing this ? Mitul
Sending message to MS Teams from Desk function
I am trying to post a message to a MS Teams Webhook. I am getting the following error: ncompatible types for invokeUrl function at argument index Parameters <br/> Required : STRING <br/>Found : MAP. LineNumber : 48. Anyone ever have any suggestions on the issue? Thanks in advance. data=Map(); data.put({ "@type": "MessageCard", "@context": "http://schema.org/extensions", "summary": "Dwarf planet Pluto details", "sections": [{ "activityTitle": "Dwarf planet Pluto details", "facts":
Line and paragraph spacing formatting on Desk KB
I am currently working on implementing a product knowledge base through Zoho Desk. To ensure that articles are created with the right look and feel for our company, I am initially drafting them in Writer then importing into Desk. In a few cases I've noticed minor errors and tried to make changes directly in Desk KB's editor. I noticed that there are no options to update line and paragraph spacing. I anticipate this being a problem in the future, when sections and steps will be added/changed and Desk
In widget How to close the Model box after getting success without using close button.
Hi, I am using model box to get the details. After getting the details I need to close the model page without clicking the close button. Please help me to solve this problem.
Desk-Projects Integration Add-On : Resource Utilization Settings
I just saw that you did introduce a new integration add-on on the marketplace for Zoho Projects. The settings which are offered on the Desk integration screen seem to be sufficient at the moment but I still have a crucial question. The setting page doesn't show anything about resource utilization restrictions. I'm aware that this is a feature on Projects available starting with the Premium subscription but yet I think that it should still be present during the setup phase for those membership levels.
Videos in Zoho Desk via Embed Links
Hello everyone, I´m looking to create for my co-workers and customers a small Wiki with videos and short docs. Is it possible to embed video links (for example vimeo or youtube)? And how could i do it? Best, Anton
Can't filter on most voted ideas
Hi there, In our Community, the filter 'Most voted' doesn't work. Can someone have a look? Thanks! Helen
Let's celebrate exceptional customer service this #CSWeek
Things have been tough this year, but we can't deny the small moments of positivity we've received, either. It may have been a front-line employee coming to your rescue, a colleague sharing your workload, a manager keeping your spirits up, or a brand coming through for you in difficult times. Every little act of kindness deserves a shout out–we have the perfect way for you to celebrate them. This #CSWeek, we're announcing an array of virtual awards for you to share with someone who lifted you up
Sort Table View
Greetings Zoho I love the new table view, but wonder if it would be possible for you guys to make it so you could sort the columns. E.g. Due Date, Account etc. Currently you can filter them, but this only displays the selected tickets that match the chosen criteria and hides all others. It would be beneficial to be able to sort those columns and still see all tickets. Many thanks.
Zoho Desk - Custom Extension - whiteListedDomains
I am trying to use the ZOHODESK.Request function with a connection to Zoho CRM via Sigma. When I attempt the method call, I receive the message: "No entry found in plugin-manifest whiteListedDomains for requested URL" This is despite populating the plugin-manifest-json: "whiteListedDomains": [ "https://*.zohoapis.eu", "https://127.0.0.1:5000", "https://mydomain.com" ], I have added multiple domains (mydomain.com = custom Desk domain) as I have tried multiple combinations and I am unable to
Get ticket link from given ticket number
If I have a ticket number, let's say #8447, is there any way to create a usable link knowing only this and the URL of our Zoho Desk? Or is the only way to generate a link to the ticket by going into Zoho and searching that ticket number? This question goes for both linking to the ticket internally, as well as creating a customer portal link. Are either of these possible?
View first lines of the field "Description" in the "All tickets" Queue View
Is it possible to view the first lines of the field "Description" in the "All tickets" Queue View
Zoho Desk - E-mail Subjects / Ticket Guessing / Hijacking
We have an existing ticket system that uses numeric ticket IDs, and also in the e-mails [!50822] To avoid conflicts, our starting Ticket ID in Zoho Desk is #60000 Where can I find more information about the behaviour and controls relating to Ticket IDs and e-mail parsing: Are the Ticket IDs unique across Zoho Desk, or unique within a department? Does Zoho Desk use Regex to parse the subject? ##60000## or #60000 or !60000 - what is the standard pattern? 1) Ticket #60000 has Bob@domain.null as a Contact
new end user isnt recognized
i have an end user that has received the invitation email, as well as a direct link to the sign-up website, and has signed-up 3 times. but the system isnt recognizing him. ive checked his email address is correct, and hes verified thats the email hes using to sign up, but Zoho Desk wont take him. everyone else signs up and is recognized by the system, no problem... help!
Update your Zoho Desk domain-mapping details (CNAME) at the earliest.
When you map your own domain to the default Zoho Desk address, you're required to point it to a given canonical name or CNAME, as provided by us. If you've been a user of Zoho Desk for some years now, the chances are that your domain's CNAME record is pointed to an outdated URL such as customer-support.zoho.com, customer1-support.zoho.com, or something similar. If you find that this is true for your portal, we encourage you to point your CNAME to desk.cs.zohohost.com at the earliest. We will be discontinuing
Can't stop feed notifications for Task Assignment
No matter what I toggle for Task Assignment notifications, I incessantly get feed notifications about them. Our workflows do not need this notification to be enabled. What's odd is that this behavior sometimes manifests itself as an agent with "Agent Name" showing up as the department. This is definitely a bug. For example, the behavior we want to avoid is receiving notifications saying "Agent Name assigned a task in Support." After I disabled the notification settings, they still come through as
Change help center text
Is there any way to change the texts in help center in multiple languages?
Not receiving notification emails
hi we have been using zoho desk for a year and no issues, however last week we stopped receiving emails to notify us of new tickets/replies etc It appears the system is still working as customers are still lodging tickets etc but not getting the notifications is becoming increasingly frustrating - any ideas where we can start looking? Our IT team is adamant nothing has changed or is blocked on Office365 in this regard.
Contact Reasons - Tickets
Hi, what is the best way to mange 'contact reasons' for tickets? So at the end of the month i can report on how many: Billing enquires Sales enquires Question about deliveries etc Should i use tags? or something else? thanks
Zoho Desk
Dear, Is there a know implementation where Zoho Desk users are authenticated by SSO by KeyCloak IDP ? I'm wondering if this work. Thanks in advance
Adding Lookup Fields to Associate Deals and Projects
We need to be able to associate Tickets that come through Desk with a Deal or Project. While a Ticket for a Deal can be created through a tab in the CRM we need to be able to associate/track user generated tickets. This seems like a basic requirement and easy fix by adding Lookup fields as an option to the Ticket template.
Hot to set agent landing page other than Tickets module
Hello, Each agent can set it's own landing page other than tckets. I'm wondering as an admosni, how I can set or update landing pages to another module than tickets ?
ZOHO Chat / ASAP - Opening Times & Widget
Hi, We now have the ZOHO chat function up and running on the website. Thanks for fixing it! I have two questions: I am unable to add the opening times to activate the chat widget. How do I do that? I have seen the manual but the opening times / chat menu is not visible for me in SalesIQ. I am marked as the company owner. It appears the menu is missing. Can you help? Secondly: The chat widget shows 'we're online, how may I help you today?' The ASAP widget does not. In our software we use the ASAP
Zoho Desk Very Slow - Mac / Safari
Hello everyone, For some reason in recent weeks, running Desk on our Mac in Safari has been very slow. it's a high spec machine so should not be an issue. We also don't have the issue on a Windows PC in the same office. Any ideas on how I can check / improve the speed? Kind regards James
Ticket field to inform users
Hi, I would like to add an informational note to a ticket, to inform users how to fill the ticket (or when not to add a request). This is the case when users are adding requests via the portal. How can we best handle this? Should we add a prefilled text field (is that possible)? Thanks for helping me!
Random Customers in my Customer data
I am still seeing random customer data in my customer list. I continue to delete them but they are slowly creeping back in. We are getting ready to open thiis up to our user base and we do not want random people in our customer list. Especially, people who are not customers of ours. Thanks Buddy
EU Data Centre planned maintenance 27 September
I have seen a message when logging in today that there is planned EU data centre maintenance on 27 September. Will the system be unavailable during this time? If it is unavailable, what will be the customer experience? The message doesn't say or have a link to click for more information. Thanks for your advice.
Authorized Client Users
We have a lot of users in our CRM per client, but not all are permitted to contact the support team via Desk. What is the best way of lableling or identifying who does and does not have permission to contact us (via email)? I know via the help centre we can set it up so they must be invited.
Zoho desk emails always gets market as spam by users in Office 365
Hi there, I'm trying to find out why emails from Zoho Desk always get classified as spam with customers using Office 365. Every new customer I put on board when receiving notifications by email, they get flagged as spam. Is there anything that can be done about it? the emails come from @eumails.mailer-zp.com
Rules of supervision
Dear,
I have a problem with the rules of supervision:
I have a rule that says "Hours since the status update" is 63 hours. But he is not respecting me since I have a ticket that changed to a state and after 63 hh I do not change to the state that I asked for.
Please your help in configuring or what? NOTE: I have rules that if I work with the "is"
Zoho Desk - Sub-customers/Sub-sites
Hi all, I need some help with configuring our Ticket Information. We have a customer in the hospitality sector with many different locations. I'd like to add a field for the Account Name & a field for the Site Name or something similar. I can see I can add a Single Line, but would this allow us to search like we do for the Account Name? Ideally I would like to search for either: MyCompany or MyCompanySubSite and find the appropriate tickets. Hopefully this makes sense! Thanks Mike
My permissions are not working quite right
This shows that I have access to Knowledge articles: https://www.screencast.com/t/x1HfojPG6 When I try to edit an article I get this error message: https://www.screencast.com/t/wRxii5Y9d As you can see in the image, I am the one who created the articles so I'm confused as to why i cannot modify them. The two Admins above cannot access them either. So who can? Can it be fixed? Thanks Buddy
Ticket Customizing issue
I have made some layout changes to what we want to see in our tickets. But when I open a new ticket as a new user I see basic type information and not what we want. When I go to re-edit the information it does appear. So how can our changes be applied to the ticket. We do not want the customer to select a template. Thanks
Update ticket with values coming from the Account
When a ticket is created I'd like to update a Ticket's custom field with a valu coming from an Account custom field. Something like that: When I a Ticket is created Look for Account_Type value (in Account) associated with the Ticket_Account (in ticket) Update Ticket_Account_Type (in ticket) with Account_Type value (in Account) I was thinking about using a workflow rule, but I can only assign static value, not dynamic values... I also looked at the custom functions but I'd a beginner and can't
Deactivate Zoho Desk Account
Hello Team, I have created a test account under https://desk.zoho.com/support/qupme but I want to deactivate my account from it so I can setup a new one with my original business name (LOOPTREND) Thank you
Portal Error
I am trying to connect Zoho Bigin with Zoho Desk but I keep on getting the same error message: Sorry, this portal has already been integrated with another account I cant fix it as I dont know how to create a different portal or disconnect the existing one from where ever it is connected to.
Is it possible to retrieve a deleted Custom Function?
When removing tickets, contact, etc, these can afterwards still be retrieved from the Recycle Bin for 60 days. Is there a similar function for items created and (accidentally) removed in the Setup such as a Custom Function or Rule?
Round Robin Rule is not working
I am stuck and dont know whats wrong... I have 2 Round Robin rules but only one is working.... The first Rule should assign Tickets to the "Pre Sales" Team, if "Account Number" (custom field) is empty. I "thought" that if i would make the Account Number field mandatory in the portal Ticket submit form, that all tickets which are created via portal will have the Account number. Therefore i can easily assign them to the Account-Team via round robin. Other tickets which are automatically created via
Customize the "Support Ticket" Form
Hi there, we are using ZOHO One and i would like to know, how I can customize the fields of the "Support Ticket" Form in the Helpcenter? (https://desk.zoho.eu/portal/xxxxxxxx/en/newticket) I want to add some custom fields to the form which are mandatory. I found a way to create different ticket templates, but i didnt found a way to customize the fields of these templates.... Can anyone help?
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