${Cases.Recent Comment} not respecting line breaks
When we leave a public email and we notify the customer via an email, the email that the customer gets does not show any line breaks even though the comment posted did have a line break. The merge tag being used to pull in the comment on the email is ${Cases.Recent Comment}. EXAMPLE: Agent posts public comment: Hi Mike, We are happy your issues are resolved. Thanks, John ------------ THE EMAIL that uses the merge tag ${Cases.Recent Comment} comes to the customer and states: Hi Mike, We are happy
User setup
I have a few users who can register but cannot submit tickets. When I login and try to find them they are not listed as customers but they are able to login ? Once they login they get an error when they try and submit a ticket. Very strange
Create Users
I have a few users that are having a hard time setting up their accounts in the help desk app. Is there a way that I can just set these account sup for them and give them a password. Some of my staff is older and this just might be easier for them . Thaks
Forward an old ticket in a new one
Is there any way to forward an old ticket (attach it as we can do in Outlook for example) in Zoho Desk?
Increasing ticket numbers
Is there a place to change the sequencing of the ticket numbers? I would like to move it to a 10000 series.
Unable to create a sub-section with the wanted name
Hi Zoho, I recently wanted to create sections and sub-sections to articles. I was trying different names and seeing which one was looking best. When deciding that I would definitely name a sub-section as "installation", I could not do so anymore, and would receive an "unable to process your request" message. I simply removed the last letter (n) and it worked as "installatio", however, I really wish to name the sub-section as "installation". Could you please remove the "unable to process" refusal
SLA from customer view and hierarchy customer view
Hi, I was wondering if ZOHO allows customers to see their tickets, but most importante, see if SLAs are met or not. Another question is if a customer A with a higher level of hierarchy than B,C,D customers can see the tickets opened by them (B,C,D) along with his tickets Thank you,
I need to change my site name from mivor to mivors
i need to use mivors instead of mivor , mivors is an old site name i used before for my account , so i need to re use it for current site , i need support e-mail to be @mivors.zohodesk.com
Please disable SPAM filter
Hello, we has recently decided to try Zoho Desk. However, any email ticket that is forwarded to the support email addresses gets automatically placed into the SPAM ticket folder. Can we get this fixed? Thank you, Norma
Forwarding emails to existing thread being marked as PUBLIC
When an agent forwards an email thread to an existing ticket, that is supposed to be attached to the ticket thread as a private reply. Something recently broke and all emails that are forwarded to existing tickets are being made public. I tried this on my own by creating ticket as "customer" then I forwarded a random email between two unrelated contacts (neither of them being the "Customer" email), the email attaches itself to the ticket but is made public. I then log into the service portal as the
I mapped my domain to a work domain
i need to delete my domain mapping beacuase i can't access it
TimeZone for Business Hours inside Desk
In Trying to enable Business hours it appears that there are no entries for EST Daylight Savings Time. Am i missing something or is it not in the drop down list? ~ron
User Accounts have different email/username in Zoho Desk and Zoho CRM, can't load CRM Data while in Zoho Desk
I have always had a Zoho CRM username (mikhail@ourdomain.com). I created an account in Zoho Desk and used one of my Gmail Aliases (claims@ourdomain.com). I have set-up the sync between zoho desk and zoho CRM. The issue I'm having now is that if I'm logged in to Zoho Desk as claims user, and I'm looking up a users data in the CRM through the link. I go to potentials tab, and it shows me the deal that they have. I click the button (attached screenshot) that allows me to open the potential in a new
Class memorization - vendor add
I am transferring form old software system and as I am entering our vendors, my class designation is not auto populating. Each time I enter a new expense I have to enter the class and details each time. Is there any way to save and attach this information to the vendor, so that it auto populates each time?
Problem to create a webhook
Hi Zoho Support, I am trying to create a webhook to listen tickets update events and I got an error. POST https://desk.zoho.com/api/v1/webhooks This is the body: { "subscriptions" : { "Ticket_Update" : null }, "isEnabled" : true, "url" : "https://200.106.245.34/jcn-client/tickets" } This is the response: { "errorCode": "UNPROCESSABLE_ENTITY", "message": "Validation failed for the condition : The endpoint failed to respond with status code 200 " } Can you help us please what could be the
Links in Desk Knowledge Base articles are too hard to see.
Hi, is it possible to make links stand out more in desk KB articles? They are impossible to see. In the first image below you'll see the link is too hard to see. However, the same article viewed from the salesIQ KB is easy to see. The same article is synced to salesIQ and it is easy to see the link because it is blue text. Thanks for your help, Troy
Confirm open of ticket responses
In Zoho CRM, under Accounts/Emails, Zoho will tell you if an email has been opened. I assume this is done with web beacons. Would you please consider adding the same functionality in Zoho Desk for ticket responses? A good place to put this would be under the Ticket history. Thanks!
Email fetching dont work
Hi, We encounter an issue which suddenly zoho desk stop creating tickets via email. I try sending multiple support to the support email address but still no ticket created. I've been testing zoho desk for a couple of days but when I decided to replace my current system to zoho desk this issue happen and Its not good. I'll be going back to my old system while this issue persist. Thanks, Christian
The new and improved Reply Editor, tailored to your requirements.
In the past couple of months, we've received many requests from you to expand the functionality of the Reply Editor within Zoho Desk. In light of these requests, we've modified and added a host of functionality to the editor. Here are some things you can now do: Paste clipboard images directly into the reply editor. Sending images has never been so easy! Uploading one image at a time can be incredibly tiresome. Now upload multiple images at once. Table Enhancements: Play around with table sizes
Layout Rules — Mandatory Fields Show Up Immediately
Thank you SO much for creating Layout Rules in Zoho Desk! Really, it's an amazing feature, and we really love having it. An amazing feature would be a dropdown menu that immediately requires input for fields that a layout rule marks as "Mandatory" (see screenshot below for how this works in CRM). For example — one of our customer service agents runs a macro that updates the "Assess Fee" picklist value to "$20 fee". When this picklist is updated, the fields "Customer Card Number", "Fee Reason" become
Let your apps converse with each other, seamlessly.
Let's face it, managing a customer service operation is a mammoth task. Tickets come in from multiple channels and cater to different departments. The customer service team acts as a liaison to coordinate with internal teams and close tickets as quickly as possible. To add to this, most organizations use a variety of software for their internal functions like sales and engineering, creating a complicated web of apps. This calls for a universal connector that can integrate your customer service software
Tickets being opened in Help Center are not sending description to ticket.
We have suddenly in all of our departments started receiving tickets where customer entered a description and the description does not get submitted to the ticket. Only a subject. These are tickets submitted from the help desk. When we contact customer they are saying the did enter details and they don't know why the ticket didn't get submitted. Are other customers suddenly experiencing this issue?
Assign Tasks in Ticket to Customer / Contact
Hi, as i learned from ZOHO Desk support it is not possible to assign a task within a ticket back to the Customer/Contact... Does anyone have the same requirement and did a workaround. We sometimes need to request additional material from a customer, or he/she should upload something to help us solving the issue. This should be integrated in the ticketing process somehow i tried to do it with comments in ticket, but in this case, the customer / contact does not get an information, so it is not useable.
Notify agents when a new ticket priority is set to Critical
Hi, I have added a new priority named "Critical". I would like, as an agent, to be notified whenever a new ticket is created by a customer and the priority is set to Critical. what is the best way of doing that? Notification can be as an email/SMS/Push in the Zoho Desk app Thanks!
Email team on ticket closure
I have the free version of Zoho Desk. Is it possible to send an email to the team of agents when a ticket is closed? I have set the customer to get an email but want one to the agents as well. Any help would be gratefull Colin
Configuring Deskbot notifications
Hello, We have recently integrated Zoho Desk with our Zoho Cliq and I want to know if it is possible to configure the times that Deskbot sends notifications to users daily. Currently Deskbot is writing to the #desk chat at ~2:45pm and ~11:50pm daily instead of the described "10am" and "7pm" that the integration link shows on this page: https://www.zoho.com/cliq/help/integrations/zoho-desk.html Clearly the timing is not quite right for our organization. Is there any way to configure this manually?
Uploading Attach File to Zoho Desk Ticket
Hi Zoho, Now I'm trying to upload file to a specific ticket, but the code still missing some data, I can't get it: $path='uploads'; $filename='123.jpg'; $fullPath=$path."/".$filename; $fields = array( 'filename' => $filename, 'content' => curl_file_create ($fullPath) ); $curl = curl_init(); curl_setopt_array($curl, array( CURLOPT_URL => "https://desk.zoho.com/api/v1/tickets/{$ticketId}/attachments", CURLOPT_RETURNTRANSFER => true, CURLOPT_ENCODING
Reply from Domain email but make customer reply to Zoho Desk Support email
Hi if we reply to a customer through Zoho Desk it uses our domain email. The problem is that if the customer replies back to that email, it will also email back our domain email instead of our support email at Zoho Desk. Is there any way for us to email customers from our domain email, but then, when they reply to the email, the reply to address would be our zoho support email address? I know that this is possible when we send notifications to customers for things like comments. But I need to know
How many users can I have for 10 Professional Zoho Desk Licenses?
Hello I bought 10 Zoho Desk Pro licenses and I want to know how many user can I have besides the 10 Agents I already configured?
Deprecation of XML/JSON APIs in Zoho Desk mobile app
This is to inform you that Zoho Desk's old XML/JSON APIs have been deprecated and we have moved on to using REST APIs across the platform. The new APIs provide richer features and ensure better performance and reliability. The changes have been made on the Zoho Desk mobile app as well. Here is a link to the announcement we made about a year ago. What does this mean for Zoho Desk app users? If you have not updated the app to the latest version, you are likely to face issues with accessing tickets
Create Invoice from Contact Time Entries
Currently, it looks as if you can create an invoice for each ticket, or you can create an invoice from time entries associated with a particular contact. However, I would like to be able to create an invoice for an account, which includes all unbilled time from any tickets associated with the account. Sometimes I have many different tickets from many account contacts, and I would like to be able to bill them monthly on a single invoice, similar to how we can do it from the Contact "Time Entries"
KB Redirect
Evening Community I am facing a problem i have yet to resolve. When Visiting the Knowledgebase in the helpcentre it wal always redirect, how do i stop this Go To https://desk.zoho.eu/portal/mycompanyname/kb/ This will then redirect to https://desk.zoho.eu/portal/mycompanyname/kb/support/ Support being a department in Zoho
CNAME not being recognized
I added CNAME pointing to zoho as outlined in the instructions: and created sub domains. but not working here Created the following sub-domains pointing to: https://desk.zoho.com/portal/vanersitytech/ What Am I doing wrong?
Ticket Limits in Zoho Desk
Is there a limit to the number of tickets that can be created in a day or that can exist in an organization within Zoho Desk? Are there any ticket limits that I should be aware of? Thanks
Ticket Email Notifications - Timestamp Mismatch
Hi there, We have noticed that when we receive the "FirstName LastName has submitted a new ticket" email, the times intermittently don't match. For example, the timestamp on the email header is different than the time shown in the email body section "A new ticket has been submitted by <user> at MM/DD/YYYY HH:MM AM.". See below: In the example above, the time is different by 3 hours, but some users have a time difference of 1 hour. The computers they are submitting the tickets from are in US eastern
2 tickets with the same ticket id
We did realize this issue when we were trying to link a new ticket to another one. The target ticket number does appear on 2 separate tickets. Both of them are about the same issue. One was created by the customer through the help center and the one was created when an employee did forward it to helpdesk. Also Desk did not allow as to link to the target ticket at first. The system displayed the error message which was informed to you yesterday by Harry Brant on the "Linking Tickets" post. Later on
Activity list view based on ticket status
We need a filter for the activity list which shows the activities based on ticket status. You normally display the ticket status on the activity layout and lists but we can't create a view which utilizes this field (Ticket Status). Please consider adding this field into the activity view filters. We require this field to be able to select the activities which are still open but belong to tickets which already have been closed. We want to close them in bulk.
Error message when browsing activity list
I'm getting the below error message when browsing the "My Open Activities" list. There is one task on my list which I can't open. I think that I'm getting this error message after trying to open it on the sidebar and then trying to change the page number of the list. When I try to open this task on a new page then the system doesn't warn me but tries to open the page without success.
Prevent customers from setting ticket priority, due dates, and escalations
This is a new thing thats been happening and its been pretty frustrating. Recently we've been receiving new customer support tickets with customers preselecting their ticket priority, setting due dates (sometimes setting this up for immediate response, offten after hours, so we'll come in to new tickets showing up as late). Also, we have our internal processes for ticket response priority (answered in the order received so their preselections are irrelevant. Also, customers are setting their messages
Notifications Not Appearing
Hi, The notification pane on the right side is blank and doesn't show comments, replies or ticket updates etc. How can we re enable the notifications please? Thanks, James
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