Exposing endpoint in extension
Hi Team, Is it possible to expose an endpoint from extension such that I can send payload to extension from an external service ? If not , can you help me with the workaround ?Obtain address fields from contacts in ticket
I need to be able to filter tickets by customer address. I have a Desk - CRM integration and can see from within Desk the address data from both contacts a accounts. I have created new address fields in Desk and would like this fields to be populatedCUSTOMER PORTAL SIGN-UP FORM
Is there a way to customise the customer self sign-up form so that it asks for FIRST-NAME and LAST-NAME? The field "Name" is likely to get people signing up like "Bob". Also, is it still the case that we receive no notification of new user sign-ups? Is there a rule or workflow that will alert agents when new portal users sign up?Converting a Ticket from Desk to Projects, without creating a Task in Desk
Hi, we have Zoho Desk and Zoho Projects in place. Customers submit tickets on Zoho Desk, after reviewing they are to be converted to a Task in Zoho Projects, and associated to the relevant project. We dont use tasks in Zoho Desk, and unfortunately cantTicket layout ID in Zoho Analytics ticket table
Hello there, in Zoho Desk directly, you can use the "Layout" column under Analytics: If you have activated data synchronisation to Zoho Analytics, you will lose this information. There is no column for the layout ID in the ticket table in the standaloneFeature Request - Best Practices - Bulk-edit & Mass Reply
Use-case Support Best-Practices Most support ticket tools have the capability to mass-reply to tickets, for the use-case of when there is a mass-issue. This is particularly necessary for any organizations that from time-to-time experience complications,Does Zoho Auto Save ticket information?
When we fill out fields in a ticket or add a private comment to a ticket, it seems to require us to click Save. At any time does it "auto-save" what we've entered so that we don't have to remember to click save?Start Time / Stop Time
We previously used Autotask for our ticketing system. It had a great feature for entering time, when you opened a request you could start a timer running, then while working on the ticket you would update the actions that you took, then close the timer.Search for the ticket number directly via URL
Hello there, the known problem is that you cannot search for a specific ticket number in the search function. I have already addressed this in this post, if anyone else sees the need for a corresponding search functionality, then I would be very happyMaximizing Layout rules using ZOHO Deluge to ZOHO DESK
Hello Everyone, Currently my team have a concern regarding limited layout rules in ZOHO DESK. Is there a way or solution who anyone can share a script on maximizing the criteria of the layout rules? Hoping for your suggestion and comment. We do appreciateZoho Desk not available in EMEA this morning
Customers and agents unable to access the portal. Is there a problem with server, and what is the expected resolution? Thanks[URGENT] Applications in the EU data centre cannot be used?! Total failure
Hello there, currently the services cannot be accessed! What is happening here? The problem has existed since today 07/02/2024 09:00 GMT+1Bulk Redirecting Help Center URLs
Hello, We are migrating our self-service portal to Zoho Desk from WordPress. We have a bunch of URLs of pages that need to be redirected to an article or a page in Help Centre. Is there a functionality to upload bulk URL to have it redirected? If, forWebhook not firing.
I created a webhook using the Web UI, it looks very nice and the testing worked without an issue, but when i save/ update a ticket, the webhook is not firing. Here are the details of the web-hook i get from using the API "modifiedTime": "2019-10-22T09:23:37.380Z", "subscriptions": { "Ticket_Update": { "includePrevState": true }, "Ticket_Add": null }, "createdBy": "394291000002210001", "isEnabled": true, "name": "Ticket", "createdTime": "2019-10-22T09:21:29.696Z", "description": "Ticket", "id": "394291000012035237",zohodesk api create a ticket
Hello, How can i create a ticket via api without a contactId? but by using email?Not able to create new custom module
Hi, I'm not able to create new custom modules. I've the highest possible role and permissions. What could be the problem?Trello Extension for Zoho Desk
Is anyone else seeing the same issue when trying to use the Trello extension within Zoho Desk? I've already uninstalled and re-installed the extension, as well as tried logging in through a different browser, however, I'm still receiving the same result.Zoho's 2024 Customer Experience Workshop is here | First stop: the USA and Canada
Hey everyone, We're excited to kickstart the 2024 edition of the Customer Experience Workshop in the USA and Canada on February 15. The main goal of the workshop is to help you explore, learn, and make the best use of Zoho CRM Plus, which can help unifyFeaturecast Story 14 - WhatsApp Interactive Message Templates
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 14 - WhatsApp Interactive Message Templates Boost customer engagement with WhatsApp's Interactive Message Templates One of the significant features introduced for WhatsApp Business is interactiveAdding task to tasklist using Projects integration from desk
Hello! I've just added the Projects integration into desk, and i tried creating a task from a ticket. The task was a new task list on a project, and i hoped it would be possible to create a new task on an already existing tasklist. Anyone know if thisZoho Desk's Instant Messaging | Feature Updates | Feb 2023
Hello All, We are back with some exciting updates and feature enhancements to meet your business communication needs. Let's take a look at what's new in the Instant Messaging module. Multi-number support for WhatsApp users If you have been using the WhatsAppStandard view for every agent
Hello there, I am facing the following challenge. I would like to provide a standardised view for all agents. This view should not be editable by the user. It would be nice for the users if the tickets were divided into columns (like prio work mode).Too Many Blueprint Stages
I love the blue print idea. Create ticket stages, and transitions. However, it adds stages to my regular ticket stages which just makes the choices confusing for our technicians. We have about 5 general daily stages for any ticket. However, in order toZoho Desk Ticket Resolution Update via Zapier (Formatting Question)
Hello, I am trying to send a ticket resolution update into a Zoho Desk Ticket, and I want to add new lines to space out the content. However, when sending the request to update the resolution with newlines, the request fails stating it is formatted wrong.Best way to get ticket age in Zoho Desk excluding on hold duration
Hi guys, would just like to ask the best way to get the age of a ticket already excluding the time when a ticket is on hold? For example a ticket filed on Jan 29, 2024 and it was closed on Feb 2, 2024 but it was put on hold from Jan 31-Feb 1, 2024 soIntroducing an option to set comments to public by default
Hello all, Greetings! We are pleased to announce that Desk's user preferences now brings an option to set a comment type as Public or Private by default. In addition to setting reply buttons as defaults, Agents or Admins can now choose to make their ticketTime in Help Desk
Hello! I'm curious about how to adjust the time settings in my Help Desk. I've noticed that the timestamps on tickets don't match my current time. For instance, I received a ticket from a colleague at around 4 pm EST, but in the Help Desk, it shows asSorry! I'm not yet ready to answer you.
How do I configure Zia to start answering. No matter what i do Zia just says " Sorry! I'm not yet ready to answer you."Copy SLA
Hi, Is that possible to copy SLA in zoho support ? Julien Julien Grandjean Founder iDAYit www.idayit.comAdd Ticket button in Home view
When I go to the My Tickets or the Knowledge Base view in our Help Centre, the Add Ticket button is available, but not in the Home view. I would really like for it to be displayed in the Home view as well. Is this possible? Thanks.GET /api/v1/tickets/{ticket_id} not working
I've a custom function which is perfectly working when I add a specific ticket id in the url: orgid = 2XXXXXXX; resp = invokeurl [ url :"https://desk.zoho.eu/api/v1/tickets/1XXXXXXXXXXXX" type :GET connection:"deskXXXX" ]; info resp; gcon = resp.getJson("description");API Per Minute Threshold
Hey, I recently was using the Zoho Desk API when I saw in testing that making the same type of API requests over short periods of time would cause that API route to start universally failing. Zoho Supports live chat was kind enough to confirm that thereinvalid_code
I have given correct client id,client secret and all other details but im gettin the output as invalid_codeZoho Community posts marking as 'Answered'
Namaskaram Zoho Community team, Now the questions in Zoho Community have been marked as 'Answered' by Zoho Community team only. But it would be nice to having the ability to marked as 'Answered' by the owner of the question. So the others also can be understand which answer was suitable for that particular question. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ CustomersConnection https://desk.zoho.com/api/v1
Hello, I follow the example of https://github.com/thisvijay/zohodesk_api_samples/blob/on_progress/PHP/ticketDetails.php I have an error : {"errorCode": "UNAUTHORIZED", "message": "You are not authenticated to perform this operation."} I'm using the IDOrgHow to fetch all the ticket ids from a Custom View
Hi All, I am trying to write a custom function where I can fetch all the ticket Ids from a view and update the data inside it using a custom function. I couldn't find any API call to achieve the same. Please help me with that. Regards, SharathRemoving new sparkles next to the setup/gear button
Is anyone else annoyed by those new sparkles next to the setup/gear button on the top right of your zoho desk screen? I would like to get rid of them but I asked a customer service rep and they said they're permanent now.Automatic ticket owner assignment for email response - workflow is not triggered
Hello, If a completely new ticket is answered via e-mail, the current user is automatically set as the ticket owner. However, this action does not trigger the workflow... Trigger: Criteria:Custom function: set a ticket in the previous staus
I am trying to write a workflow rule with a custom function. My rule work when on ticket in a particular status called "statusX" and when parricular field "cf_filedX" is edited. The custom function should update the ticket status from "statusX" to theGoogle: "Allow less secure apps: OFF" required for Zoho Access
Today I change my Google setting to "Allow less secure apps: ON" Suddenly the warning messages came in because Google considers Zoho mail less secure. I was no longer able to access GMAIL via Zoho. Is there a way I can keep "Allow less secure apps:Next Page
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Automation #6 - Prevent Re-opening of Closed Tickets
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Typically when a customer submitsAuto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensureAutomation#23: Automate Guided Conversations in Zoho Desk with Business Hours
Hello Everyone, This week's edition introduces a custom function designed to automate Guided Conversations in Zoho Desk, based on your business hours. With this feature, you can align the bot's behavior with your business schedule, ensuring a smooth andAutomation #7 - Auto-update Email Content to a Ticket
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Email is one of the most commonlyAutomation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have Terence
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How to add footer in the custom widget
I am creating my custom widget for ASAP integration in Moodle as i only need knowledge base and submit a ticket there in the moodle, There was some translation issue in default module widget now i found the way to create separate widget and show in theRequest for Custom Script Support in Help Center
We would like to request the addition of custom script support in the Help Center, similar to the functionality provided by Zendesk. This feature would allow administrators to customize their Help Center with scripts for enhanced functionality, such asAnyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!Twilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving callsNeed help: Different email notifications for manually created tickets vs email-generated tickets
We're trying to set up different email notifications based on how tickets are created in Zoho Desk: When a customer emails us, they should receive the standard "Acknowledge Contact when a new Ticket is received" notification When our staff manually creates
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Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, GreenEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-importantLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
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