Zoho Desk now integrates with Slack
Do you use Slack to power internal communication and collaboration within your organization? If you do, we've got some good news for you. Zoho Desk now integrates with Slack, so your agents can get the best of both tools without compromising on either. The Zoho Desk app for Slack gives agents quick access to ticket information from right within Slack, saving your team time and effort. The integration also lets you configure real-time updates to your agents via Slack. The notifications can
CORS problem with APIs
When I try to call web services from Postman, I don't have a problem I can get responses without problem. But when I try to call Zoho web services from my web application I have a CORS problem. For local development I download a Chrome extension for prevent
Announcing Early Access to the next generation of Zoho Desk UI
Customer service is one of the categories where efficiency and quality of service have to run in parallel, and your team's experience with their helpdesk goes a long way ensuring these aspects are uncompromised. Introducing DOT Design for Zoho Desk -
We are making preparatory changes to the Ticket ID field type!
Ticket ID field in Zoho Desk serves as one of the key elements of the system. Our current implementation only supports numerical values for Ticket ID. This certainly limits our customers from customizing the Ticket ID. With the above challenge in mind,
Cannot create KB articles in Desk Sandbox
I would like to test some knowledge base help center organization in the sandbox test environment. I can not add any articles because I cannot add any categories nor publish any articles in sandbox mode. When I attempt to create a category I get a notice
Take Zoho Survey directly from Zoho Desk Contact
Within CRM the integration provides users to take a survey directly from a Contact (see attached). Is there similar functionality within Zoho Desk.
Some tickets have a large amount of text in the Description field
I recently noticed a phenomenon where some tickets have a large amount of text in the Description field, which appears to be email content. Some tickets have it, while others don't. It seems that this might be due to emails with excessively long content?
Sync Lookup Fields from Zoho CRM
HI Team, I have synced a lookup field from my CRM data to Campaigns. When I view the synced data the field appears to display a Zoho CRM record ID rather than the text value. Is it possible to get the sync to import the text value rather than the CRM
Access-Control-Allow-Origin Problem
Hi there, I try to use create ticket and get tickets web services. I can get tickets of my specific users with these URLs without problem. https://desk.zoho.com/api/v1/contacts/search?email=:email https://desk.zoho.com/api/v1/contacts/:id/tickets But
PRIVATE THREAD
Whenever I want to reply to a thread, I see 'Send-private thread'. what does it mean please?
Setting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer and
The Article "Custom Sort" option is no longer working.
The custom sort option was working in the past but now it will sort by last modified even though custom sort is enabled. I have included a screenshot.
Explore ticket extensions conveniently using the extension starter pack
Hello everyone! Navigating through different pages to find the right extension for different ticket management activities can be a bit inconvenient. It can also be challenging for new users to pick the right extension for their requirements. For example,
AGREGAR NUEVO CENTRO DE AYUDA
Estimados, Finalmente hemos logrado crear los subdominios, pero de momento al configurar se tiene el siguiente mensaje " Se encontró un carácter no válido en el nombre del Centro de ayuda. " he intentado colocar el nombre sin espacios y con un solo nombre
Zoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23
Hi All, We are eager to introduce the enhanced JWT authentication mechanism for accessing your ASAP add-ons. Effective December 25th, 2023, the ASAP's old JWT authentication mechanism will be deprecated. This means that the option to switch to the new
No table view in "All departmens" mode
Hello, I would like to have an overview of all tickets, so I have to switch to "all departments". But here I don't have the possibility to activate the table view. But this is mandatory, so that I can see certain fields without having to open each ticket
SPAM Filter cleanup
I was under the impression that the SPAM filter would automatically clear itself, however re-reading the message it says: What does this mean? How often does this get emptied automatically?
Automate reminder emails for tickets with status "Waiting for Customer" and then auto-close after X days
Currently our "Waiting for Customer" status is configured to show in the Open Tickets view, so our agents can follow up (remind) customers that we're waiting on something for them. This clutters the agent's "My Tickets" queue however, and also makes it
Round Robin - option to consider agent work schedules
In our company, we use a Round Robin rule via sequential assignment to split incoming tickets across multiple agents. All these agents work full-time, but we may have part-time agents in the future. It would be great if there was a feature to specifiy
reset of user password
User forgot her password, so she requests a password rest, but never gets the email. How do I reset her password, since that function is not an option, even for an administrator?
Search function not working in Zoho Desk
Hi there, I'm finding the search function in Zoho desk is not showing all tickets related to search even though we know they are there. Potentially not picking up key words or searching through the whole database. Can this please be looked at by dev
OAuth token error
Hi, Im getting errors trying to generate OAuth token : curl -X POST -H 'Content-Type: application/x-www-form-urlencoded' -H 'Accept: application/json' -d 'grant_type=client_credentials&scope=Desk.tickets.CREATE&client_id=1000.xxx&client_secret=xxx' 'https://accounts.zoho.eu/oauth/v2/token'
Automation #2- Create recurring tickets using Schedules
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. Creating recurring tickets for
Creating separate ticket Queues for separate departments
Hello, I am currently setting up Zohodesk for the first time and we are needing 2 separate queues, one for out IT team and one for our Estates team. I have tried setting them up as different departments and as different teams. They have separate emails
Featurecast Story 18 - Conversation views
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 18 - Conversation views Find all your business conversations in one place Providing service on any channel is a challenge Agents need to be able to actively listen and work with customers
Has anyone integrated SMS well for Zoho Desk?
Our company does property management and needs to be able to handle inbound sms messages which create a ticket for Zoho Desk. We then need to be able to reply back from Zoho desk which sends the user an sms message. This seems like a fairly common thing to need - sms handling for support tickets. There is basically no good information from any third party vendor for Zoho Desk, while there is a ton for CRM. Zoho is pretty unhelpful when I've reached out to them, and a lot of vendors just direct
Unable to Process your Request
Guys, I am having the following issue in all the workstations
Can't activate chat
I can't activate chat. Here is the error:
Automatically moves tickets to another department
Hi, Are we able to set an automatic workflow to move tickets to another department? I've tried workflow and the list of actions does not provide "moves ticket". The closest I get is "share ticket" but this action doesn't show/moves the ticket at the relevant
Trying to setup automation for filling up timelogs into zoho-people
Hi Team, We are licensed user of zoho desk and willing to automate timesheet filling using postman or any other client which would take input from one form or file and Add time logs and saves it for further verification and submission. I was refering
Where can i enable tracking first response time per ticket.
Hello, I've had a request come from above about some supplying reports on the performance of the Help desk, and one of the required is Mean Time To Response I can see there is a field from the data export files which is called "Time to Respond" however
ZoHo Desk - Custom Function - Retrieving Latest Comment
Hello All, I currently have a custom function that searches the most recent thread within a ZoHo ticket for specific keywords. See below excerpt where latestThread is defined latestThread = invokeurl [ url :deskURL + "/api/v1/tickets/" + ticketId + "/latestThread?include=plainText"
Spell Checker in Zoho desk
Is there a way to set always check spelling before sending? Outlook does this and it is a handy tool to avoid typos
Zoho Desk Custom Module Sync with Zoho CRM Custom Module
It is great to see the new Zoho Desk custom module feature, thanks for this enhancement. My questions is that if there is a same custom module in Zoho CRM, can I map that custom module from Zoho CRM to Zoho Desk? Just like account/contact/product, the
How to add subAccount in the account
How to add account into account e.g Tata Group Master account Tata Trust Child Account Tata consultancy Child Account Tata Infra Child Account and then i should be able to add contact with any of the accounts
Replies sometimes creating separate ticket
Sometimes when a customer responds to an email coming from Zoho Desk, instead of adding a reply to the original ticket, a separate ticket is created. This happens even though the response subject line contained the ticket number, and the person responding
Zoho Desk Themes
Are there any zoho desk portal themes? This is something the likes of Zendesk and FreshDesk seem to offer. Thanks
Disable Default Value in Multi-Select field
Hello, Is there a way to disable the default value feature when setting up a custom Multi-Select field? When creating tickets I would like it so there isn't a value pre-selected in the multi-select custom field that was created.
API question - adding a thread to an existing ticket
Hi Is there an API function for the customer to add to an existing ticket thread? example, customer puts in new support ticket. support replies and ask for more details. customer replies with more details -what api function is used for this (will add record append to same ticket number?) Thanks
Zoho Desk - Delete an email conversation
When using Zoho support desk I see an option to delete and edit conversations that are comments, BUT if the conversation was automatically added as a conversation from an email, then the option to delete it seems not to be available. Is there a way to
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