Asana integration
Hi, When I create an Asana task from Zoho, is it possible for the Asana assignee to see the ticket information (fields)? How can I do this? Thank you for advising!
Update field when ticket create
Hello I need help to create a small custom function that update on ticket creation, the field cf_order_status by inserting a url composed of a fixed part + customer's email, like this: https://site.url.com/?m=customer@email.com Could you help me? Thanks
In Ticket Template - limit Contact Name to Agent who is logged in
We want to limit the Contact Name field to the name of the Agent who is creating the ticket (the agent who is logged in). We have had issues with Agents opening tickets under other Agent's names and we'd like to create this restriction to solve that problem. Presently it is a drop down field with all of the agents listed.
Ask the Experts 14: Help desk Customization
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums, wherein a panel of experts will take on questions about topics related to Zoho Desk. The panel will be available for a 5 hour period and will answer any questions
How to Make user login automatically by using credentials from another source
Hey, I have a SaaS based product, We have hundreds of users using our solutions. Here is scenario where I need help? I would like my users to create from tickets directly from my software page. I would like them to check previous tickets logged by them. Important point is, I don't want them to create a new username and password for DESK, I would like to use my software User Credentials to allow them login and create/ check tickets. How do i achieve above scenario?
Notification templete
I´m using the Desk in Spanish but by the way, In the templates, I find this "Notify agent when a comment is deleted" and all comments anyone post I receive that template. My question is. if the Notify "says" comment is deleted is not really deleted so I guess is wrong named because it looks like a comment is added. the template look as a follow Dear ${Cases.Recipient Name}, ${Cases.Recent Comment By} has deleted a comment from a ticket (${Cases.Request Id}: ${Cases.Subject}) that has been
URGENT problem - ZOHO Desk and our helpcenter not reachable suddenly
Starting 20 minutes ago our support department can not enter Desk anymore or see ANY support ticket The helpcenter customers use to view information is also unreachable. an someone urgently assist us?
How to change community display name
How would i change the display name in for me in the community? It currently shows as "jplant01 " i would like this to say something else?
Create ZOHo DESK webhook API
Hi, I a working with ZOHO DESK API, which is working fine. Now I am testing ZOHO WEBHOOK API. To check webhook API I need to first create ZOHO webhook . I just want to receive contact details to my web app when any contact is created in ZOHO DESK When I run below PHP script to create ZOHO webhook API I am getting response (400) "bad request". <?php $auth_token = '0e6934d204403eeaa67289xxxxxxxxxx'; //my_auth_token $org_id=6xxxxxxxx; //my_organization_id $ticket_data=array(
Looking for information or example of Invoke API
I am looking to invoke: https://desk.zoho.com/DeskAPIDocument#Tickets#Tickets_Getaticket from my extension. I am currently opening up a HTTPRequest for it and filling the fields as needed. I believe I have it correct but am running into CORS issues: Access to XMLHttpRequest at 'https://desk.zoho.com/api/v1/invoke?{orgId}' from origin 'https://127.0.0.1:5000' has been blocked by CORS policy: No 'Access-Control-Allow-Origin'. Is it possible to get a solid example of invoking this API for reference?
Notifications, pop-ups and reminders
im totally new to this, and im setting up Zoho desk with a few Test Tickets. i am setting up reminders. some are a day Before the due date, some are ON a specific day and time. all the reminders have come and gone without any notifications. no pop-up. however, i DID get an email reminder, (the "day-before" one) but still no pop-up within Zoho. (and as a side-topic, id like to change where the reminder email goes too, and i dont know how) i also added a Test reminder to the Activities Tab at
Macros and workflow conflict
I set up a workflow and a macro with the following contents: - Workflow: If certain fields are not filled in, the ticket status will be changed from Close to Open - Macro: Update status to Close When I apply the Macro, the ticket is changed to Close even though the fields specified in the workflow are still empty. No further workflow was applied to turn it back to Open. How to set up so that agent cannot close the ticket when there some fields are not filled? Thank you!
Introducing CapsuleCRM, Xero, ClickSend and 7 other Zoho Desk extensions
Zoho Marketplace releases CapsuleCRM along with 9 other Extensions for Zoho Desk. Here's a list of all new releases for Zoho Desk, May 2020. Get more from your Zoho products with extensions from Zoho Marketplace. CapsuleCRM for Zoho Desk powered by Zoho
Zoho Desk embedding screencast video
I have an account with TechSmith Camtasia and their screencast.com system, it allows a method of hosting videos similar to YouTube but without advertising etc I am trying to add a html embedded video from my screencast.com account to my Desk - KB articles unfortunately at present i am stumped on my first article it lets me add but seems to strip out the video aspects on save help please Below is what i paste <!-- copy and paste. Modify height and width if desired. --><iframe class="tscplayer_inline
My ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@kimbodev.zohosupport.com from a test client account no ticket is created. Help appreciated.
Agents cannot send email when there is an attachment
When our agents attach a file to a ticket and send a reply to the email, it does not get sent. There are no error messages. But they can send a reply to the ticket when there are no attachments.
Account Field mandatory, but not on customers web portal
i have several items marked as mandatory on the ticket field layout, yet none of it shows up on the customers web portal. i might get a ticket from so-n-so, but i have to go through my customers list to know who and what they are. even tho i have their Account Name tied to their email in my list of customers. it doesnt show up when they create a ticket, nor is it on their web portal. in fact, im not sure how to adjust what the customer needs to see and fill out on their portal. id be happy if
Spam Filter
We have removed the spam filter, but emails are still going to the spam folder.
Tie domain names from incoming Tickets from Desk to Accounts in CRM
Is there a way to tie the domain names from incoming tickets to Accounts in CRM? For example this a new employee from CompanyA and they send a ticket in with issues. Can the domain from the email create a new contact and then tie to an existing account? The account being CompanyA, the employee email is employee@CompanyA.com. Thanks.
Desk Gamification - Permissions
Some feedback: It seems that the permission in the Users and Control > Permissions > Profile screen is not working properly. I have it disabled on the Agent profile, but still, everyone can access it. From Create a Game > View challenges, anyone can go to the Gamescope configuration screen. Games should only be created by those who have permission to it. Typo in the Gamification permission name
Zoho Lite Agent is Able to Generate Authtoken for API
A Lite Agent should't have ability to create an authtoken for Zoho Desk, but they can. Please disable this option When they click there, they get: Clicking "Generate Authtoken" they get an actual Authtoken: If afraid that this will now give a Lite Agent an opportunity to pull these tickets elsewhere. Can you please disable this option for Lite Agents?
Zoho Support for Desk - NOT GOOD
We have been using Zoho Desk for some time now and for basic tickets its been good. But when I try to talk to their support on the phone (yes on the phone) the results are not good to say the least. There is a huge language barrier combined with a poor connection or background noise on their end. For a product that seems so robust and developed why is it they have this issue?
Is it possible to get the history for a ticket field?
I've been looking through the API documentation trying to see if there's a way to get the history for a particular field. Specifically I want to view how a custom field has changed through the life of a ticket, similar to looking at how the status has been changed since being opened. Is this possible?
Blueprint transition owner added - but not allowed to execute transition
We've been working with Blueprint for some time now. Due to a change in staff, I've added a new agent as transition owner to several existing Blueprint transitions. However, the newly added colleague still can't see the transition options in the existing tickets. If we open the flowchart, his name doesn't show either. Will he only be able to transition the tickets that have been raised AFTER the Blueprint change? In my opition, that would defeat the purpose of allowing changes to the Blueprint permissions
Add Light Agent to view access to limited tickets only
We have sort of a weird workflow that we wand to accomplish. We are bringing in an outside consultant to review any of our tickets where our approval amount is over $500 (just a custom field, call it field X). We don't want to give this individual access to all tickets, just tickets in our organization where field X has value greater than $500. We need this person to be able to write private comments but be view only besides that. Light Agent works great, except....I can't figure out how to limit
Introducing Github, OnePage CRM, and 4 other Zoho Desk extensions
Zoho Marketplace releases Github along with 5 other Extensions for Zoho Desk. Here's a list of all new releases for Zoho Desk, April 2020. Get more from your Zoho products with extensions from Zoho Marketplace. Github for Zoho Desk Powered by Zoho Flow
Different background colors for each email
We have tickets in our desk containing over 10 email messages. (back and forth, from and too customers) It would be helpful if there is some background color change to see if it was an inbound or outbound message. Is this possible in the current version? Or is there another way we can easier differentiate (just by looking at it) to see if it's a customer response, or a response from us to the customer? (everything has a white background now) thx in advance Regards Marco van Vliet Active Ants BV
Auto- reply email
Hi, Can zoho setup an auto-reply email by specific keyword? eg when sender email contains word 'training' will auto reply on all information about training.
How can I change language for my client help center?
Hi, I want to change language in my Help Center for client. How can I do it? Thank you!
Changing the language of the portal
Hi, we need to deliver support in 8 different languages. Whilst I can change the language of the support portal. The menu's still remain in English? Anyone who can guide me towards the setting of that?
Unable to process your request
Hi, Non of our users can access Zoho Desk. It's gives the following message: "Unable to process your request" The browser tab also shows 'Insufficient priviledges' What can we do? We need access urgently
Zoho Desk is deprecating support for Internet Explorer
Hello! In with the new and out with the old, right? In that vein, Zoho Desk will be discontinuing support for all versions of Internet Explorer. But worry not, Microsoft users. We still support the three latest versions of Microsoft Edge. Here's why this is happening. Internet Explorer is rather obsolete and is unable to handle a lot of our features. In fact, Microsoft themselves currently support only the latest version of the browser. This essentially means that issues—even security glitches—within
How are business hours handled?
Can i use a different notification template for outside business hours, containing info on the opening hours instead of 'we'll contact you soon' ?
Where to start? Guides how to setup Desk for helpdesk tickets
Hi there, I must be missing something really basic here but I can't find a guide that give you steps how to setup Zoho Desk. I'm testing the free version of it as I forgot to test when it was on trial, but no email that I sent to my designated zoho desk arrives and create tickets. I'm a bit lost here, no guides on youtube how to setup from the beginning, also knowledge base doesn;t have anything like that. Can anyone put me in the right direction please?
Response due date fulfillment should take public comments into account
Hi, The "Response due date" fulfillment should also take public comments posted by the agents into account, not only sent emails. Currently you are forced to send an email to fulfill the SLA. Best Regards Daniel
How to disable some products?
Hello, We have an extensive list of products in Zoho desk and many of them are already deprecated and we would like to deactivate them. I have seen that there is no option and I would like to know if there is any provision to enable that feature. Thanks a lot
Downgrade to Free Version w/o wait for trial expiration
Please, help to downgrade to the free version of Zoho Desk. Thanks
Online Workshop: Actionable insights on Customer Support Performance
Need more insights on how your customer support team is performing? With a tight Zoho Analytics integration, Zoho Desk provides you an easier way to create and analyze reports such as Time to First Reply, Closed Ticket Trend, Escalations and much more. In this online workshop focused at our customers in A/NZ region, we are bringing you an opportunity to learn from our experts and see them in action as they take you through the integration. Register now and save your spot! Date: May 21, 2020 Time:
Sorting Departments in Knowledge Base
FYI, we had our departments custom ordered in the KB so our most important one shows first. I've been adding KB articles and notices the departments were not in the correct order. I changed the order of one department, refreshed our customer portal and they all went to the correct order.
Viewing closed tickets?
Sorry for something that must be simple... when I select the Closed Tickets view, I get an image saying "There are no open Tickets in this view". Well duh, but I can't figure out how to see them.
Next Page