How can I remove the link to "show all products" from the new ticket submission?
Hi all. Is there a way for me to remove this link to "Show: all products"? We use products to represent support contracts specific to individual accounts. By having the link to "show: all products" - our clients could see the list of all the support contracts we have for all customers. We could name them in a way to not be identifyable but this would be great if I could figure this out? Thanks!
Integrating with PageSense just got even better—Introducing Goal Metrics for Zoho Desk.
When you employ the use of a Help Center for customer service, you want it to be as efficient as possible in helping customers. You may have a rough idea of which help articles have been most useful and what your customers frequently search for. Without means to track and analyze data however, its usefulness can be gauged only by aggregation and ballpark figures at best. Now, in addition to Form Analytics, you can eliminate ambiguity and get the best out of your Help Center with Goal Metrics. By
SalesIQ tracking visitors Desk
I my website i added the html code to track visitors by SalesIQ; Who's online, history etc. Working great. For our desk we create subdomain like support.oursite.com How i can add this subdomain used for desk to track visitors? Thanks in advance, Eric.
Cname won't verify hying to map my domain.
I cannot get my cname or html file to verify, even though I put it exactly as it showed, and put the html file in my root directory. When I go to the link, it shows me the string of characters at the exact link it shows as the example. Anyone have any ideas?
Validation Rule help guides
I can't find any help guides about the usage of the new beta "Validation Rule" feature. I've tried to define a rule which alerts the agent when the ticket has some linked tickets. The rule reads as : When "Associated Type" is not empty then Alert the agent with the entered text The first issue on the rule definition process seems to be that the condition is being automatically repeated even it was only recorded once. The second issue is that it isn't displaying any alerts when I open a linked ticket.
Additional Validation Rule option cannot be selected
This is also true when you try to edit the field of the initially selected option. Please take a look at the attached video file.
Make User Fill Out Survey, Make sure survey replies link back to ticket
After a user submits a ticket, depending on what their issue is, we usually send them a short list of questions for them to answer to get more details. We typically just email those to them. Is there any integration I can do with some sort of questionnaire/forms where I can give users a unique link through Zoho Desk, and then they click on that link, fill out that survey and when they do, I would be able to find the answers to the form/questionnaire from that particular user for that ticket? I know
Twilio and Zoho Desk Integration
Greetings from OAppS team! The Version 2.0 of Twilio - Zoho Desk integration is live now. This Integration 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. Install Link : https://marketplace.zoho.com/preview?extnId=7f1cb373-3b71-4004-901c-f38c7a83c7c0&service=desk Key Features: SMS and MMS Inbound and Outbound Support AI in creating Tickets or Threads SMS Outbound Message Initiator
While creating tickets on behalf of customer by forwarding their email to Zoho support email
We have an issue while creating tickets on behalf of customer by forwarding their email to Zoho support email, for instance, if the customer has copied multiple contact person in their email, when we forward that to zoho desk support email to create a ticket, it can't recognise the contact copied in the original_sender's (Customer Contact) email. However, while forwarding, Zoho desk can recognise the original sender. Given this background, is there any solution to capture contacts in CC to the ticket?
e-mail thread of merged Tickets
Hello, I have tested merging tickets, and it works well as described in https://help.zoho.com/portal/kb/articles/how-to-merge-tickets The new tickets contains the messages from both originating Tickets, and with correct timeline. However, when replying to the merged Ticket, the e-mail content doesn't reflect this. Instead, only the Ticket of the latest message appears in the e-mail thread. If this isn't a bug, I would like the feature to be able to send e-mail replies that reflect the new merged
Error message when editing existing activity records
In the past I was able to easily edit already existing activity records but today the system started to display an error message stating that "The action that you are intended to perform is not possible" when I edit some of the existing records. I find the modifications to have been applied when I check the records by pressing the "Go Back" button on the error message. I'm not aware if this happens on all of them or on only a subset of them. Could you please take a look at this issue.
dashed line cannot be removed while edititing a KB article
Hi.. I have an unremovable (for me anyway) vertical dashed line which traverses two tables when editing a KB. Is there anyway to remove it? Thanks
Product Info extension detail request
Today I've found out that Zoho has introduced a new extension called "Product Info" on the marketplace. I did install it but couldn't find any documentation about it. How does this extension operate? I've selected a ticket which includes a record in the system default "Product" module but still this extension doesn't display anything in it. Also where do you enter product details into the system and can we customize the fields for products?
Issues with emails coming from Zendesk
We use Zoho Desk and many times when customers have their own Zendesk account they will loop our support email address into their Zendesk tickets. Zendesk uses a unique email address for every ticket by including the ticket # in the email address. This causes several different issues in Zoho Desk: It will often create a new ticket for every reply they make It spams our contact list and creates a new contact for every ticket The systems will bounce back and forth notifying each other that a new ticket
Our custom functions have stopped working
We did order and get some custom functions from our local partner back in 2018. These functions did stop working since last Friday (It may have happened before but we had a local bank holiday last week so we are not sure when they started to fail). We did ask our partner to look at the problem. Today, they told us that one of the functions was inactivated. We did activate it back but the issue is still happening. I did check the "Failures" list from the "Custom Functions" section. Almost all of the
the WYSIWYG editor is not working as it should
Are there plans to fix the WYSIWYG editor? Because as it works currently on this same siet as in the backend of Zoho Desk it isnt work properly. For instance when pasting in text it chops all lines into small section??? why it does this i dont know When you edit text it randomly add complete different parts of text to the style you are adding to say an header When working with bullets randomly it stops adding bullets to the text clearing pasted text sometimes clear all the text in the text editor
We have done the reviews to extend our trial as we setup and test but they did not give us extra time
We have complete both of the reviews on Zoho Desk through G2 and Gartner to provide us with extra time to evaluate and test functionality. We are supposed to get an extra 45 days for the reviews to test but we have not been given that extra time. How do we get this implemented? Thanks!
Blueprint Recording Error
I've revoked the blueprint from some tickets and then modified our blueprint for the parts department. I'm getting an error message which says "Unable to process your request" when I try to save the modifications to the blueprint. I did have this same issue in the past which did clear itself out after a few days. This problem wasn't addressed by your support team back at the time.
ZOHO DESK - FEATURE REQUEST: Response Time SLA Trigger for CALLS
I would like to submit a feature request to have Zoho Desk provide first response and response times for tickets where our response to a client is a PHONE CALL that is logged with the ticket, instead of email. This is extremely useful and important for businesses that provide most of their support via phone call like our large business. You can link this to calls logged in each ticket as an ACTIVITY. Please, please, please add this feature!!! I asked Zoho Desk support and you currently do not
403 Error on request from .net project
I have a problem when calling this API "https://desk.zoho.com/api/v1/organizations" with a valid "Zoho-oauthtoken 1000.xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" token passed in the authorization header I get a 403 forbidden error. When calling this from Postman with the same token (header="Authorization: Zoho-oauthtoken 1000.xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" ) it works ok. This is the code fragment which get executed: var httpWebRequest = (HttpWebRequest)WebRequest.Create(url); ttpWebRequest.Method = "GET";
Unassign tickets
Hi we have multiple agents working on our tickets. We would like that tickets remain unassigned no matter who answers them or at least be visible to all agents. This way if an agent is away and a customer replies to their ticket, we'll be able to reply to this customer anyway. Is there an option for this? Thanks
Is there a way to set a Default Layout in the Help Center/Customer Portal?
Is there a way to set a Default Layout in the Help Center/Customer Portal? I know customers can update that themselves if they want, but I'd like to set a default. I don't like how the form is on the right with all that empty space to the left. I'd like the actual form to be on the left and the "sidebar" to be on the right by default. See attached images
Dependencies between Parent and child field
Good afternoon all, I have an issue, I want to create a dependencies between two fields. It work only for one services. When I want to create the same dependencies for the other services I can select the first field in "parent field" but then the second field is not available in "child field". How can I make it available? Thanks in advance for your help. Regards,
Using time entered in DESK to create invoices.
I am attempting to use the time which has been entered in Zoho Desk to create an Invoice within Zoho Invoice. I have searched and cannot seem to find the information on how to create an Invoice from desk time entries. Can I please be pointed to the instructions or work throughs for this.
Using Classic Theme - Add New Ticket button in Header is too small
Hi, For our business, our tickets are called "Service Request Tickets." I'm using the Classic theme and I like the little thumbnail/button that says "Add New Service Request Ticket" in the header. The problem is that it cuts out our phrase at "Add new Service Requ..." Can you please help me customize the CSS/HTML to make this button wider? I want our whole phrase to display. Please see attached image.
we have created a ticket in python but we cannot view the ticket in zoho desk
Error while creating a ticket
'{"errorCode":"URL_NOT_FOUND","message":"The URL you requested could not be found."}\n' Request not successful,Response code 401 Response : b'{"errorCode":"UNAUTHORIZED","message":"You are not authenticated to perfom this operation."}\n'
SAML Vs. Remote Authentication for SSO
Hi I'm trying to better understand which SSO authentication method I should use and would really appreciate the help from someone more knowledgeable than me. I am trying to have the customer portal be accessed with credentials (login/password) that they have on my existing wordpress website. BUT if they don't have a username/password on our website, I want them to be able to use the "Sign Up" Feature in the Zoho Desk customer Portal. I already have Zoho Desk on my subdomain. Which Authentication
Is It Possible to Make the New Ticket Form Have Multiple Columns for the Customer Portal
Hi, Currently, when users go to the Help Center and enter a new ticket, the form has all the questions/field listed in one column. This looks very sloppy. Is there any way to put two fields next to each other on the same line and essentially create two columns? I would anticipate one field to have name and another to have phone number for example and have those two fields to be next to each other where it looks cleaner than having these wide fields take the entire width and be below/above each other.
Request to remove the [## XXXX ###] from subject replies
Hello support, I was trying to edit the template for the REPLY ALL from ZohoDesk to the customer subject line. Here are good examples of similar complaints: https://help.zoho.com/portal/community/topic/edit-the-reply-template In this tread it said to email So what we are seeing is we can edit the template of just about anything except Subject line replies to Customer. For example, when the customer sends a ticket they get the automated reply with [XM #123] Your ticket has been created -- OR WHATEVER
Improvements to Zoho Desk's Social Module
Leveraging social media as a support channel has been a challenge for companies large and small. Owing to its high engagement levels, the number of people taking to social media to voice their concerns has been on a steady rise. In response, brands are becoming more aware and strengthening their social support strategies to ensure quicker responses and timely action. At Zoho Desk, we have always recognized the value of social media as a support channel. Over time we've made improvements to our
Desk pages cannot able to access after subdomain mapping
Hi, After a successful DNS verification via Cloudflare, now it seems to be the pages are not accessible. All pages under desk were showing 403 Forbidden with a unsecure url. After few minutes the error message changed to "The page isn’t redirecting properly".
Bybrand For Zoho Desk Now Support Multi-DC
Hi community, Nine months ago, we launched Bybrand's integration with Zoho Desk, which made it easier for support managers to create and manage HTML email signatures for company agents. We made an important update on Bybrand with the help of the Zoho support team (Zoho Cares). You can now use Bybrand in Multi DC. What does that mean? Zoho Desk customers using the Europe and India Data Center will be able to use Bybrand, now. US - https://www.zohoapis.com/ (previously only) Europe - https://www.zohoapis.eu/
Is it possible to display custom defined fields on the contact card ?
We want to see some of the custom defined fields on our contact cards. I couldn't find any way to make them visible on the contact card. Could you please help us on how to make them visible? What I mean with the contact card can be seen on the below image.
Integrate App with external portal user table
Hello! We are developing an external application for integration with Zoho Desk. We want to use as the user access table the same external portal user table for tickets. How can we access this Zoho Desk table to create users and log in through integration with the external third party application? We want to use the user table as backend only
Ability to edit community topics permalinks
Please add option on desk community component area under action or somewhere else to modify each topics permalinks. Currently we can do it for Knowledge Base articles, rather than KB i see its important to community Even we post something ourselves, to avoid that problem always we have to write short title and post it first for get short permalink and again edit then complete the topic however that's not familiar task for public users so usually we see too much long links and its uncomfortable to
Auto Assign Ticket to Agent
Good day, is there a way to auto-assign a ticket to an agent once the the agent starts working on the ticket or response to the ticket. Thanks Rudy
Not able to map my domain to Zoho Help Center domain
Hi, We have followed all the processes for mapping our domain to Zoho's helpcenter domain, but we are constantly getting Forbidden 403 error when opening the mapped URL. Would need Zoho's intervention to help resolve the issue. Thanks!
ASAP vs Live Chat
Wondering if we should use ASAP or Live Chat. I'm a little confused why both products are offered. Does anyone have any guidance? Some background, we want authenticated users of our SaaS product to be able to live chat with us and easily access KB. Additionally, we want something like Intercom for our public facing website to engage viewers and convert them into leads.
Modifying Integration Tasks as Part of API Transition
As we had stated in this announcement, our old XML APIs have now been fully deprecated and we are almost near the sunset date (August 17, 2019) for those APIs. This post is to inform you about a modification that you would need to make as part of transitioning to our new REST APIs. If you have used integration tasks in any of your custom functions, please treat this post as a high priority. Earlier, the following integration tasks used XML APIs: zoho.support.create zoho.support.getRecords zoho.support.updateRecord
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