What is your opinion on the best integration for project management?
Looking to add a project component to Zoho Desk.
Assignments rules
Hi all, I want to setup this kind of assignment rules, is that possible ? If the ticket is received and not assigned within 5 minutes, I want to auto-assign it to a specific team. I am looking at the list of criterias, but can't find what I need Thanks for your help folks !
Departments vs. Teams in Zoho Desk
Anyone have advice on whether or not to set up Zoho Desk using Departments or Teams or both? We are currently using Help Scout and are migrating to Zoho Desk. We are a small organization with two Customer Service agents(main email address info@...), a Marketing Director (has a separate email address), a Process Manager (uses info@... and a CS agent assigns) in addition to the two owners (have separate email addresses). Currently, we have Help Scout set up where everyone has access to all tickets
Ask the Experts 11: A 5-hour online Q&A on Zoho Desk Integrations
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 specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any
Deprecating support for the default help center theme
Over the last couple of months, we've made significant changes to Zoho Desk's Help Center. The new enhancements let you customize widgets, build your Help Center block-by-block and selectively display or hide tabs. We now offer not one but four distinct themes - Elegant, Materialize, Flat, and Classic. More information about these changes is available here. We've noticed that many customers still use the outdated default Help Center theme. To make better use of our self-service features, you will
DESK - After-Transition Alerts have quit working
I have a Desk Blueprint and had it functional sending After-Transition alerts by email. However it has ceased to perform after-transition alerts. In the history, when I expand the info I get the message "No actions, alerts, or messages configured for this transition" There are alerts configured, but they are not working. See screenshots for "1 - Request Accepted" transition After-transition alerts are established but not working Any help or thoughts???
A Bucket of Enhancements for the Customer Support Portal
We are happy to roll out a set of enhancements for your Customer Support Portal in Zoho Support. From now on, you can allow your customers to view their organization tickets, customize the portal invitation and specify the default language for your customer portal. View Organization Requests from Customer Portal All this while, users logging into customer portal can view and track only the requests submitted by them. In the enhanced customer portal, they can also view the requests submitted by others
ZOHO DESK - ITALIAN LANGUAGE
Hi, i'm trying ZOHO DESK. I setup italian language for backend area but i'm unable to set up Italian Language for Customer Portal. How can i set up it?
Escalating Tickets
How can I escalate a ticket that I have submitted. I have two tickets, one which has been outstanding for two months, which are not being resolved. It would be helpful if I could escalate a ticket that is not being resolved. Very frustrating and poor customer service.
Zoho Desk Community Meetups 2020 - Australia and New Zealand
2020 is all about our customers! In that spirit, we are starting the year with our first ever Zoho Desk community meetups in Sydney, Melbourne, and Auckland. These meetups are a great place to meet local Zoho users, Zoho Desk product experts and partners, all under one roof. Join us as we discuss some key Zoho Desk features and share some tips and tricks. We will also be hosting an open Q&A session to address any questions or concerns. Topics: Ticket Management | Automation | Self-Service | Reports
Zoho Desk Community Meetups 2020 - Mumbai
We're back with 2020's Mumbai User group meetup and we'd love for you to be part of it! Join us in Mumbai on 7th February, 2020 for some engaging session with unlimited coffee and cookies! This meetup has curated sessions for both beginners and advanced
BCC that stays
Hello, I lose clients as Zoho Desk does not allow me, as a superviser, to be well informed on the convesations I need. It requires a lot of efforts to build a good support team as well as good support methodology. The key issue is the constant control over the conversations between support agents and clients that requires correcting the behavior. Now Zoho Desk allows to respond to client requests. However Zoho Desk is weak in allowing to manage support process because it doesn't allow a manager to
Zoho API returns incorrect data
The zoho Webhook for time entry add returns a string with value "null" as json instead of just null [{"payload":{"secondsSpent":"0","parent":{"associatedTicketId":"null","subject":"rehalose for Europe","id":"321","type":"TASKS"},"customFields":{},"departmentId":"321","minutesSpent":"0","description":"To","hoursSpent":"8","ownerId":"321","isBillable":false,"mode":"MANUAL","isTrashed":false,"createdBy":"123","createdTime":"2019-12-05T04:39:53.000Z","invoiceId":null,"id":"123","totalCost":"0.0"},"eventTime":"213","eventType":"TimeEntry_Add","orgId":"232"}]
Importing a word document
The word document that I import always seems to get misaligned or gets distorted in some way when trying to upload to knowledge base. Is there any way of doing it correctly ?
How to open Zoho ASAP Addon to the Zia bot tab
The developer documentation has instructions on opening a specific tab within the ASAP Add on https://www.zoho.com/desk/developers/asap/#apptab-the-addon But there is no mention of how to launch the Zia bot tab. Please advise Mitul
Zoho Desk Community Digest - January 2020
New Features of the Month Multi-lingual Knowledge Base is available for beta access. Quick Enhancements SSL certificate is now mandatory to complete domain mapping Most talked about topics How to create auto-replies within Desk How to generate oath access token with the help of API only Sharing Knowledge Base articles across multiple departments Community learning series Ask the experts 10: Zoho Desk Best Practices Zoho Desk Community Meetup 2020: ANZ Articles we are reading Snippets from
Passing a value in Model box
Hi, I am trying to call a model box, In that I need to pass a value from app.instance.model and need to get that value in model page. Please help me to get the value by using model box.
"Advanced Ticket Filters for Zoho Desk" : Sorting Options
The filtered out list requires some sorting when working on the resulting tickets. Please consider adding some sorting options to this list. Date and time options such as "Creation Date", "Last Reply Date" are mandatory but of course it would be nice to also have some sorting options from the filters directly used in this extension.
"Advanced Ticket Filters for Zoho Desk" : Add the "Status Type" field as a filter
This field is normally not a direct field on the ticket layout. The ticket statuses are additionally defined as "Open", "On Hold" and "Closed" in the "Ticket Status" settings menu. The first iteration of this extension did also include these "Status Type" values in the "Status" filter options. Please add the "Status Type" field as an additional filter into the filter options.
API for searching list of knowledge base articles
We want to build a HELP Search button in our solution that would list all the relevant KB Articles in Zoho Knowledge Base. We want the search and the list of articles to stay on our solution in order for the user not to have to leave our application before going to see the article. Is there a Rest API or the like that would enable us to post a Search string and return list of relevant Articles that match the search?
"Advanced Ticket Filters for Zoho Desk" : Incorrect "Status" filter behaviour
The "Status" field should only present the values belonging to the selected (active) department. At the moment it presents all the values belonging to all of the departments.
Authtoken Generation in Zoho Desk
Namaskaram, Check this link for knowing to generate Authtoken for Zoho Desk using 'browser mode'. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers
Zoho Support - Integrate with Harvest?
Any chance zoho support will integrate with Harvest at some point in the future? It would make our lives so much easier if we could convert a Zoho request into a Harvest project. Thanks! http://www.getharvest.com/add-ons/?utm_source=harvestapp&utm_medium=welcome
ASAP Add-on unusable when Knowledge Base articles have Display Permission set to "Registered Users Only"
While the ASAP Add-on is a BRILLIANT concept, in practice there are limitations that are extremely frustrating We are currently migrating from Freshdesk to Zoho desk in the hopes of truly running our entire business on Zoho. A big part of the reason for transitioning was Zoho ASAP add-on The problem is that our entire knowledge base is private - meaning that only Registered users have access to it. We do not wish to make it public or expose it on the internet for anyone to view due to the confidential
Connecting Gmail email address to Zoho support email
Is there any way to enable the POP for the support email in Zoho Desk so that it connects with our companies support email?
Help Center not working
Why am I getting this blank page using the new themes on some computers when I try to go to our Help Center page? On exactly the same PC another Help Center with the old theme is working perfectly.
Ticket Template - Send Email To Customer
Hello Is there a way to send an email to the customer which contains the Description set up within a Ticket Template? We have set one up and the Ticket Template populates the relevant fields and adds in the description text however the customer only gets the "Acknowledge Contact when a new Ticket is received" email with no description included. TIA
Batch ticket update
Hello, I need to update a large number of tickets of every user of my zoho deks platform. For this task I wrote a console app scheduled in windows server (without user interaction) that read my work report in the business manager software and for every closed work I will update the relative ticket. I used AuthToken for login but when I tried to read organizations and tickets the api send me unauthorized result. I think I can't use the OAuth2.0 because I need an auth ticket without expiration (not
Can I get the average ticket reply time from Reports Overview in another dashboard?
I have a set of metrics I need to get every week and they are not all in one place in Desk. I'm trying to create a dashboard that will have all of the metrics I need. Average first response and Average Resolution time are 2 of the metrics I need and they are in the Average Ticket Reply Time section of the Reports Overview. Is there a way to get that data in a dashboard without having to create a new report?
Multilingual Help Center : Category Sections are displayed incorrectly
A multilingual version of an article gets directly placed into the first section/sub-section/sub-sub-section (Category Tree Location) when it's being recorded. You then have to edit the article one more time and fix its location in the KB for it to be placed into the correct section location. Also the article is being displayed in an incorrect location when you later on try to edit it even it's being correctly published and located on the Help Center. PS : I haven't edited any original English articles
How could we retrieve desk notification mail sending list
We are trying to list the tickets which the system has sent notification mails to. Is there any method?
"Print Tickets for Zoho Desk" extension : The printout format is different than the advertised screenshots on the Marketplace extension page
Print Tickets for Zoho Desk Our printouts do not include any text formatting (such as line spacing, font size, font color etc) from the original ticket threads. The advertised screenshots on the extension marketplace page do show that the printouts also include almost all of the formatting including line spacing, images, font size, font color etc. This extension is a crucial one for us but the outputs make the printouts almost unreadable. Original Ticket Thread Printout Format
Chat to ASAP Form
Hello, I'm attempting to add the chat feature to the ASAP web form and it's grayed out. How do I add it? Thanks,
New Users cannot sign up on the customer portal
Hello Support, I received a complaint from my customer that the support portal will not send the verification email after signing up.. they have tried different emails and i have also.. Please can you advise where to go and fix this. Regards
活動に通話があるのに、タスクのタテゴリーのデフォルトにCallがあるのはなぜでしょう？
タイトルのとおりですが、活動に通話があるのに、タスクのタテゴリーのデフォルトに電話があるのはなぜでしょうか？ 設計上の不整合な気がしてなりません。 活動に通話があとで作られたなら、タスクのカテゴリーにCallは削除すべきではないのでしょうか？ タスクでCallというのはどのようなユースケースを考えているのでしょうか？
Hi, is there still no way to export the email body in tickets?
Hi, When using the report function to export tickets, the body of the email never carries over. I read a thread stating the functionality was coming soon. Is this possible yet? Thanks
Need a Column for Total Logged Time
I'd really like to see a column for Views that shows total logged time. Many of our tickets are time and materials. I'm usually not going to bill out 15 minutes until there is more time to bill out, but I sure as heck want to bill out 4 hours. But there is no way I can see this critical information without opening every ticket, I can't even find it in reports. I am attaching an example screenshot of what I am requesting. Without doing something custom, is this possible now? It would also be nice
When We Add a New "Required Field" to Our Layout for customer to fill out, it now becomes required for agent
We are trying to add a new field for our customers to fill out when they are inputting new tickets. We have made this field required. The problem is that it now becomes "required" retrospectively for all tickets that are in the system. Therefore, when our agent goes to update an older ticket, he is now required to fill out this new field before saving. The problem is that we don't have that information, only the customer has it. The question should only be required on new tickets when a customer
Why can't we send out Help Center Portal invites to Agents
We have set up a department to approve change requests and want staff who are not members of that department to be able to see the tickets they submit. How can we enable them to see the tickets in the customer portal
Sub Category Default not working.
Under Settings (Cog Wheel) > Layouts and Fields > Layouts I have Category and Sub Category marked as required. In Category, I have created a category called other and marked as default. When new tickets are created, they automatically get assigned the category "-None-" I forget if I created that or now. Under Sub Category I have created a (sub) category called "Other" and have marked it as default. The problem I am having is that when I select my (main) category, the sub category is defaulting to
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