Auto mail is not send
Hello, I am using the system via Support Portal. When the customer opens a ticket, automatic mail is not going. It only goes when you answer through the system. What is the problem. My English is very bad. I used Google translate. Sorry :)
Not being able to visualize CONVERSATIONS/THREADS on a Certain ticket
Hi there guys, as the title implies we're having certain issues with a particular TICKET on our end (#5046) We cannot visualize the conversation regarding that ticket anywhere, could you please give us a hand with that? Thanks for your help. Kind Regards
urgent problem with email notifications
Dear,
I need your help urgently, since I have activated the team and agent notifications (image1), but the emails do not arrive when the client responds. This is extremely serious for us since we are not delivering an answer to our clients.
Please your immediate help.
Changing Department should not take me out of whatever Account I am currently in
Currently if I am in a particular department and viewing an Account or Contact, I can only see tickets that are from that department. This is all fine and good, but when I want to see tickets from another department, or ALL departments, when I switch the department, I am taken out of the Account/Contact. This is very frustrating and makes for extra unnecessary clicks. I then have to search again for the Account/Contact within the new department. I think you should stay within the Account/Contact
No email sent when updating multiple tickets in Desk
Hi Guys + Girls, I will try to explain our situation in short. We work with sprints/releases every 2 weeks. When a customers problem is solved, we want to notify them. In the product we use now, an email is triggered when a Jira issue is released. We set a date, and have a time based response trigger an email in our current program. We have the Jira integration working now with Desk, but it might not provide the options to cover our needs. We almost got a workaround, but it failed on the last part:
snippet is crazy :(
Hi :) Snippet is populate the field, but always with name of ticket before... Example: First ticket response: customer: Jhon (Cases.first name): Jhon OK Second ticket response: customer: Mary Cases.first name: Jhon Wrong Third ticket response: customer: Carlos Cases.first name: Mary Wrong
hide field options "Status"
They can be configured as options of the field called "Status". That is to say that the profile "Agents", only show some options of all existing ones?
Is it possible to obtain the reports of some existent dashboards?
We want to obtain the reports of our FCRR (First Contact Resolution Rate), ART (Average Reply Time), AFRT (Average First Response Time) etc to be able to present them as KPIs to our management. Some of these KPIs are possible to be recreated on the Reports module but some of them such as FCRR are not possible to be created with Desk's reporting functions. They already exist on the "Tıme based Dashboards". Is it possible for you to present those dashboard parts as (maybe uncustomizable) ready-made
Cant update personal settings
I would like to know if this is a bug. In de personal tab section under Zoho Projects, we can adjust the avatar but also the theme colors, as well as the first tab viewable. The problem is whn i change something the update button at the bottom doesnt do anything? When i check this page using chrome web dev, this page has TONS of errors.
Zoho Desk to Zoho Creator Intregration
I am trying to connect my zoho desk extension to creator. I able to pull data, from my creator application, but now I want to pass parameters for either specific record retrieval or post data to my creator application. var reqObj= { url : https://creator.zoho.com/api/<format>/<applicationLinkName>/view/<viewLinkName>', headers : { 'Content-Type' : 'application/json' }, type : 'GET', data : {'test':"key"}, postBody : {},
Update check
Hello,
From one day to the next, the field "An update verification" appeared on my tickets.
What does that mean?
NOTE: I am the only one that can add fields. and I have some tickets that you have FALSE or TRUE so I want to check with you before deleting it.
Be attentive
Making fields Mandatory on update - or based on entries in other fields
As I understand it, currently setting a field as mandatory in Zoho Desk is a global setting for that field - meaning that the field would be mandatory on ticket entry and beyond. The issue is, we only use Zoho Desk as an internal tool for our Support team, and customer entry is entirely handled through email, which is the primary reason we chose Zoho Desk. Setting a field to mandatory means that creation of tickets via email is simply not possible. in order to enforce some internal processes and
Are you going to release a User's Manual for the Radar application ?
I've just discovered your mobile statistics application for Desk on Play Store which was released on 9. November. It really looks very neat. I couldn't get a few points in it. Are you planning to release a User's Manual for this application? I'm going to announce it internally as of tomorrow for our Desk user base. Keep up the good work. Its description states that we can select the statistics that we are interested in and create dashboards for them but as far as I can see, this customization feature
Get department emails using Zoho Desk API
Hi, I haven't found email in the API departments details. Just to confirm, is there any way to get department emails using Zoho Desk API? Thanks, Regards
Change information shown in Account view
Is it possible to show more custom fields in the Accounts view? Because some are shown and others not..
Unable to see ticket content
Hi, We're unable to see a ticket content when it was sent by email. Find the screenshot below.
Desk to Cliq Integration
I have a major issue with the fact that your Desk to Slack integration is far more superior than the Desk to Cliq Integration. We would like the ability to create workflow notification rules from Desk to Cliq, all members on a team or member of a channel needs to be able to see notifications immediately when tickets come in, are assigned, are reassigned, status updates, customer comments or replies and tickets closed as they happen. Even though Zapier integration is available I don't want to pay
Help creating a blueprint
Hello! I'm having kind of a hard time creating what should be a very simple blueprint. The end goal is when the channel is Phone Call, I want to mandate certain fields and a comment (the comment is where the agent describes what happened during the phone call) Our process: We receive emails from customers. Sometimes those emails need to be converted into a phone call. That's when we change the channel from email > phone. Once the channel is phone, we call the customer. When calling, the "Ticket Status"
Blueprint Limits
Dear Desk developers, The limits defined for different plans doesn't seem to be fair : https://help.zoho.com/portal/kb/articles/creating-a-blueprint-in-zoho-desk You are allowing the enterprise plan to have 20 blueprints with each blueprint having 50 transitions whereas the professional plan which is priced half of the enterprise plans does have just 1 blueprint with up to 10 transitions. Enterprise plan 50 x 20 = 1000 Professional plan 10 x 1 = 10 Please adjust the professional plan limits a little
"Time entry" report
Hi, Is there a possibility to create a Report that reflects the total time used by the agents? It is desired that the report include the detail and summation.
Difference between various error messages when fetching tickets
Sometimes I receive a 403 with the message "You are not authorized to access this resource" and other times I receive a 403 with the message "Unauthorized to view ticket" (note the double space there) I think one case is where the ticket was deleted and the other is where the ticket has been merged? Can the server response message be updated to reflect those error states? such as 410 for resource has been deleted and 301 for merged (if it's possible to route the request to the appropriate new ticket)?
Zoho Self-Service Portal : CC issue
Hi Zoho support, Recently we have submit a ticket through the Self-Service Portal and added a CC recipient. However, the recipient did not receive any email. Kindly refer the image below.
Download/Backup all the Files attached to our Tickets
Is there any way to actually download all the files attached to our Tickets massively? We need to make a Backup of them locally but can't find the proper way since making it manually (one by one) takes forever. Please your help regarding this issue. If that's not possible is there any way for you guys to download them for us (on request) so we can work with that? Thanks for your quick question! Kind Regards
Task Reminder doesn't work
Hello, many of our Agents working with Task reminder to get a remider Mail for that. For now, this doesent work fine in our Zoho One. I need fast help with that, this problem is a gamebreaker for us and must be solved!! Kind regards, Klaus Brandt
Article auto numbering feature
We will be releasing many technical bulletins, announcements, service instructions and troubleshooting flowcharts as the helpdesk department through the year whereas our other departments such as the service and spare parts will also be releasing their own articles in various article types. We want to use a common article number format when releasing the articles which will be using an abbreviation for the department and the article type in front which then will be followed by a 2 digit abbreviation
State box connection points on the blueprint screen do limit the transition connections per state
You can't create more connections when you utilize all of 8 transition connection points on a state box. I guess that this limit is a virtual one caused by the GUI which has a specific number of IO points on the boxes. The rule on your KB page "Creating a Blueprint in Zoho Desk" says that you can connect up to 8 states to a specific state. In our case we have 5 states connected to the "Ready to Analyze" state so my thinking is that we should be able to connect a 9. transition into it because a state
Picture Corrupted
Hi support, Please look into this issue. It happened twice. Kindly advice accordingly. Please explain why the image will automatically changed to the blank empty white boxes?
Unable to edit different Tab content from the Help Center
Hello there guys, When I try to edit the Help Center Tabs and it's content I get the following error message by the left panel: Reset your HTML customization to the default setting to customize the tabs. We've tried on different computers / different browsers (Firefox, Chrome, Internet Explorer) and we get the same error, we also double checked all our content blocking configs on the different browsers and we still get the same error... Please help us with the error itself. Kind Regards
Knowledge-base - improve articles tree
I offer to include articles in the left-side tree. Currently it only shows categories. When user clicks a category, a default first article from this category is displayed. This way, user can't see other articles in the category, only Next and Previous buttons. Also, it is possible to click on Category name at the top breadcrumb- in this case all articles from a category will be displayed. However, almost noone can find this possibility. This all leads users to get lost in the knowledge base - they
Help Desk Center Error Message
Zoho Support team, I submitted a question two hours ago. Please let me know; I've successfully verified the domain 360support.geoagro.com and want to complete the creation of a Help Center. I enter the "Help Center Name" and click on "Save", then I get an error message "Error occured Please try again later". Please let me know how should I go on. We work behind Cloudflare and have disabled it to complete the verification. Should you apply for SSL certificates? Kind regards, Mike
Emails does not create tickets
Hi, I have the free edition and want to create tickets using the email. I've read the docs regarding emails and forwarding but tickets are never created, even in spam tickets view (and event sending a direct email from origin address). Any clues? Thanks in advance and best regards
'Edit draft' no longer working
Hi, As of a few days ago, we have suddenly been unable to edit ticket reply drafts. Just to be clear, here is the sequence of events: - A ticket is opened (no problem) - Click "Reply all", and the editor opens (no problem) - Begin composing a reply (no problem) - I save the draft (or it auto-saves) (no problem) - Exit the editor (no problem) - Click "Edit draft" to continue with the reply -- fails. The editor does not open (even though a blue progress line goes across the top of the screen, and the
Fix Content-Type in emails
I have noticed if I view the original source of my incoming emails, I see the following ------=_Part_1410627_147770577.1522488015368 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: quoted-printable However the text below is clearly in HTML formatting .. Below that section I see the following : ------=_Part_1410627_147770577.1522488015368 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: quoted-printable Is the same thing as above also in HTML formatting. Here
how do I generate a report with month on month changes (diff / delta)
Hi, See attached an existing report and then second attachment has a column which shows the month on month changes per cell. How do I do this?
Comment mentions create new tickets on some departments
I'm the admin of our Desk setup and I have closed all of the notifications on 2 departments where also my account is a part of. One of them (the logistics department) still does get notification reminder tickets when one of the agents belonging to that department does receive comment mentions. The situation on the other department (the parts department) is more erratic and they do get tickets sometimes when mentioned in comments and then on some occasions no ticket is being created.
Request - Enforce agents to use Two-Factor Authentication
Currently, Two-Factor Authentication (2FA) is activated by individual Desk Agents and, there is no way for Admins to enforce 2FA. For security reasons, Admins should have the ability to enforce 2FA login for Desk Agents. Luke.
article search by tags via api
hey guys is there any way to search kb articles via api ? i notices you have that option in the portal when i start typing the subject and the subject beginning exist in article tags https://desk.zoho.com/portal/comsecuredev/newticket please assist im using php and jquery so both api options will work for me
No supervisor user
Good afternoon! By accident we have changed the account admin user as an agent without permissions. How do I change back to supervisor?
Zoho Desk : Troublesome lag
Hi Zoho Support, Currently I am not able to type out my replies as the lag issue keeps on persisting and it only affects the Zoho Desk. I was able to use other sites without having any issues.
api: https://desk.zoho.com/api/v1/tickets Unable to set dueDate as NULL
Hello Support, I am trying to use endpoint /tickets, but I found out that I am unable to set dueDate field as empty/null value. The API auto-fill the field even I do not pass any values for the field. Can you please help it? Regards Ryan
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