Using zoho desk oauth API without user consent form ?
Hello, Is it possible to authenticate with oauth API without getting a user content form ? I am trying to embed a ticket form creation on my site, using the oauth to get access token, but I don't want to get bored with the user content form (Because using ticket creation api is already consented in this site).. Regards.
Helpdesk Mails are sent with the addition "on behalf of..."
Hey there, I have a problem to set "from" address for e-mails sent form zoho desk - it always showing "on behalf" information like: support=mydomain@eu-service.mailer.zohosupport.com; on behalf; Helpdesk IT <helpdesk@mydomain> What I did: -set "from" adres using my own SMTP server and verified e-mail address (heldpesk@mydomain) -enabled the address -assigned the address to appropriate department -changed "from address" on templates and enabled them Unfortunately all communication (including automatic
Duplicate replies in Tickets from EMAIL channel
Hi, I had issue with duplicate replies in Tickets from EMAIL channel by calling this API : https://desk.zoho.com/api/v1/tickets/{ticketId}/sendReply With this payload : { "channel" : "EMAIL", "to" : "support@my.zohodesk.com", "fromEmailAddress" : "mobile-app@my.zohodesk.com", "contentType" : "plainText", "content" : "Hello", "isForward" : "true" } Then it shows duplicate replies in the tickets : Duplicate Tickets repliesIs it caused by multiple support email address? Here are my email
Placeholders on direct ticket replies
Hi. is it possible to use placeholders on direct ticket replies? For ex: Customer sends a ticket to helpdesk, then to monitor their tickets, I'll manually add the customer portal button placeholder when replying to the original ticket.
Creating and updating tickets from the client side
Hi, i'm creating a mobile app (Unity3d), it will be used by my customers, and i need them to be able to create tickets and add comments to tickets. I haven't found a way to allow customers to add comments or conversations to tickets through the REST API as they do from portal. Please Help. Thank you.
How can we set up password creation prompt during agent invite?
Hi, Our support center have recently started using Zoho Desk and I've been faced with issues about setting up a password, and using the Forgot password option. On the invitation link provided to the agents upon creation of their account, they are immediately logged in to the system without having to set up a password, and going to Zoho Accounts to change password requires the current one which they don't have. So best I can advise them is to use the Forgot Password option. However, agents have been
How do I link an article in another article?
Within the knowledgeable, there is a place to link: When opened: However, no matter what key words I enter, even if I enter the exact title of the article, nothing populated: It always says "No matching article found". This is the exact title of the published article within the same department, in the same desk application of KB. Is this not the functionality of this feature? If that is the case, what is the functionality of this feature? If this is the intended functionality, how do I get it to
Custom function to save a draft based on an email template
Hi everyone, I have a question about custom functions. Situation: there is a transition in a blueprint on Zoho Desk where an user has to send a reply to a ticket based on an email template that must be slightly modified each time for each customer. Problem: since the email must be modified it can't be set up as an automated email in an Alert in the "After" phase of the transition. At the moment the user must select the reply option, find and select the right template, edit it and finally complete
Import or auto-migrate Community in ZOHO Desk
Hey there, I have been trying to find a solution myself, but it seems like i am not able to. Hopefully someone can help here. We are migrating to ZOHO Desk and want to move Questions and Feature Requests to the Community. Previously they were tickets in Jira Service Desk. My questions are now: 1. Can I direcly import "Topics" to the Community? 2. Can I convert Tickets with the Classification "Question" to Topics upon creation? 3. Does anyone has another idea that could help? Thanks in advance. Laura
userToken in ASAP Mobile SDK
Hi, I've read ASAP Mobile SDK in here : https://www.zoho.com/desk/developers/asap/mobile-sdk/android/authenticating-users-in-the-sdk.html#android_authenticating_users_in_the_sdk Can someone explain how to explicitly get this token to access features in ASAP Mobile SDK such as My Tickets, LiveChat, etc? Currently the documentation seems unclear to me like this : userToken is the encrypted unique information that identifies the user (email address, for example). setUserToken is the function that inputs
Custom mail ticket
I want my clients to open an email at zoho desk by sending an email, is it possible to open the ticket by sending an email to mymail@mybusines.com? I tried putting my mail and my smtp, but I get an error in red when configuring. In the error only "!"
Adding a ticket on behalf of a client while not exposing it to the client
Hi all, I have a scenario I wish to resolve here. We're using Zoho Desk and Zoho CRM, all nice and synced. When a new client is signing (we're a B2B SAAS), we will open their account in Zoho CRM, and start the integration phase. Here is what we wish to have: 1) Once the client's account is up and running, we wish to start the integration 2) During the integration, we wish to have dedicated tickets in Zoho Desk, under the client's account, but - without letting the client see or have any notifications
App Spotlight: TeamViewer for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Explore Zoho Marketplace for all apps. TeamViewer for Zoho Desk The TeamViewer integration for Zoho Desk enables agents to initiate remote sessions directly from the Tickets screen. This integration provides easy collaboration while streamlining work processes. Customers join the session with a simple click, and agents receive a notification when a customer is online. Get the app here Business needs The increasing complexity
Email Notification to Account Owner when Ticket Opened
Hello, I'm trying to send an email alert to the Account Owner in CRM when there is an opened or modified ticket regarding their customer in Desk. When I try to create a rule for email notifications when a case is created or edited, I cannot find the condition for cases matching the Account Owner is "user name". There are many other fields such as Case Owner, but I need the account owner to receive an email. Looking for guidance. Thanks.
[ASAP Mobile SDK - Android] Community is disabled for your portal
Hi, I got this message when I'm trying to startCommunity from Zoho Desk Instance. I just followed this guide : https://www.zoho.com/desk/developers/asap/mobile-sdk/android/displaying-help-components.html and found that there's configuration for Community from this : https://www.zoho.com/desk/developers/asap/mobile-sdk/android/community.html Did I missed something? Thanks! Mahdi
App Spotlight: Unbabel for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Explore Zoho Marketplace for all apps. Unbabel for Zoho Desk Powered by state-of-the-art AI and a worldwide community of translators, Unbabel delivers translation at enterprise scale, enabling users to serve customers in any language, with fast, native-quality translations of customer support tickets. Get the app here Business needs If you are reaching out to a global customer base assuming that all your customers speak your
Close button in help center
Hello, I need to turn off the option for customers having the ability to close tickets in the help center as this is not a feature we want them to be able to do. I found that there was one answer: Please find the code below and it under Setup->Helpcenter->Helpcenter Customization->HTML/CSS->CSS #closeRequestbtn{ display:none !important; } But this does not seem to work anymore. Is there any other way?
First Response Time - Different Between Desk Report and Analytics Report
I need some help to understand how these two reports are different. In Desk, I go to Reports>Overview and look at the First Response Time. The number I get is 7 hours and 13 minutes, When I go to Analytics, and create a report for Average First Reply Time, for the same Department, and the same time period, I get 3 hours and 15 minutes. What is being calculated differently here?
Reset - Zoho desk
Dear We would like to reset out zoho desk instance and re-building as new implementation thus is possible..
Pro-Active/Preventive maintenance tickets
Dear Zoho, Please advice, when you are going to facilitate the option for preventive maintenance ticket options in zoho desk. also we are looking for maintenance service templates. it means submitting a ticket on one click. thank you
Parent-Child Ticketing sidebar display issues
This feature seems to have some loading issues since it has been published. The options for the feature in the sidebar are not always showing up and today it has started to display 2 icons for the same feature. Could you please check these issues on your side.
Exported CSV detail is off from headers
I am exporting my data from Zoho desk using a view. The headers is row 1 match with all of the detail except for the last row. it looks like there is 1 header record missing causing the detail to be off by 1 column. How can I determine what is causing this?
Permanently Removing the organizationName Key
If you are someone who extensively uses Zoho Desk APIs, you would have already known that the organizationName key has been deprecated. We have mentioned this piece of information in the documentation of our organization-related APIs. This is to let you know that we will be removing this key permanently and stop supporting it in our APIs. Going forward, the responses to the Get organization and List organizations APIs and the input payload for the Create/Update organization APIs will not include
Private Comments on New Ticket
I feel like there has to be a way to do this that I am missing. When I have my phone agents create a new ticket from a phone call, I want them to be able to add their notes through a Private Comment, and have it added to the conversation thread like a private comment. When I use the Description field, it includes that information into the thread that is sent to the customer, and sometimes these notes should not be customer facing. We've been using a new field called "Internal Description" as a workaround
From Adress is displaying on behalf information
Hello, I have a problem to set "from" address for e-mails sent form zoho desk - it always showing "on behalf" information like: support=mydomain@eu-service.mailer.zohosupport.com; on behalf; Helpdesk IT <helpdesk@mydomain> What I did: -set "from" adres using my own SMTP server and verified e-mail adres (heldpesk@mydomain) -enabled the address -assigned the address to appropriate department -changed "from adres" on templates and enabled them Still all communication (including automatic reply) is
File an issue in JIRA fails with 'Something went awry in the issue's property fields'
Hi We are in the process of migrating to Zoho from another solution provider. The issue we have is with the Jira integration. Whilst we are able to connect we keep getting the error: Something went awry in the issue's property fields. We do have a couple of Jira Mandatory Fields that don't appear on the Zoho Create an Issue dialog. These are 'Original Estimate' and 'Remaining Estimate'. As such I believe these to be the root cause, however I cannot see a way of creating these fields. Regards Adrian
A question about an email template
Hello, I am setting up the email template that goes out for "Notifying an agent when they are mentioned in a comment" for Zoho Desk. I am trying to format the template so the greeting uses the agents first name. The below template is what I am using, but I am not seeing a place holder for using the first name of the agent that is mentioned in a comment. Can anyone tell me if there is a place holder for that? Hi ${Cases.Recipient Name}, ${Cases.Recent Comment By} mentioned you on ticket #${Cases.Request
Zoho Desk Community Digest - September 2019
Top Product Announcements Introducing Goal Metrics for Zoho Desk Other Enhancements Grammarly extension now available in Reply and Help Centre editor Ability to restrict the Total Cost field Attaching files from Zoho Workdrive is now possible Ability to generate reports with the comments and contracts module too Ask the Expert Session Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts
Attaching File or linking ZohoWriter doc link to Desk Ticket Templates
We currently use CRM and are exploring adding Desk. We have MSWord and ZohoWriter form fillable docs that contain a specific series of tasks that must be completed for specific support cases. These tasks then must be reviewed and signed off by QA/QC. Can specific MSWord attachments be added to Ticket Templates so they are immediately available for edit once a template is selected? Can a ZohoWriter link be added to a Ticket Template so that a form fillable doc is available to the ticket once the
Auto attach files in tickets
Dear, Appologies in advance if this question has been answered already but i could not find the right answer myself. I'm new to ZOHO desk and i'm trying to set up a standard email template to reply with to certain tickets. I've managed to setup the email template however i want the email to auto include an attached file, is this possible? In short i want to be able to (manually trigger) a standard email with attachment to send as reply to a recipient. Any help would be greatly appreciated. Thank
PORTAL_URL in Email Templates
I'm working on customizing the Desk experience for our clients. I'm building email templates in MJML (https://mjml.io), and generating HTML with the email placeholders. I'm running into one issue. I want everything to look right and I can't customize the look of the portal button and portal url. The placeholder for it generates a complete button or link for me. I want a placeholder that just gives me the URL in text with no markup so I can place it in my own mark up. Is this possible? Thanks! Side
Suggestion: Auto Tag/Label/Assign new Requests learning from already closed Requests
Suggestion : Auto-labeling the requests or even auto-assigning the request will save lot of time and increase productivity Labels and assignee of new requests can be predicted from already closed requests.This can be achieved using machine learning. The output might not be full proof and it would result in some faulty predictions. In that case the assignee can change the status to unassigned. This would really solve much time in large teams where many team member needs to go through all the requests
New Agent does not receive invitation
Hi I added a new agent with a email that is working fine, but in the Zoho Desk the email invitation does not is arriving. I sent the invitating more than 10 times and nothing, the message informes that is ok, do not apear any error. There are any other way to activate the agent ? Thanks
Zoho Desk - Reports of a customer with time spent.
Hi I am trying to generate reports for one of our customer. I need to show information of time spent in each ticket and other required fields. I know how to do the report, but I don´t want to see all the details of the time entries, I need only the main detail of the ticket, with the sum of the total time spent in specifics tickets. I spent hours trying to fix the report, but I didn´t find the way. Sorry for my bad English, I attach a print so you could understand my require. Thanks. David.
403 Error
Good, I am setting up Desk in my domain, yesterday I did it and it was OK, today I have been with a 403 problem all day, the cname and the subdomain are fine. (Clients.zonaprotegida.es) What I can do??
Domain mapping is not working giving error of Cname records
Hi I have created subdomain with A record with my server IP Address as support.website.com created Cname record like in Host I have given my Subdomain name and Points to desk.cs.zohohost.com when I am trying to map my domain in zoho desk it is giving error of Cname. Please help me where I have done wrong? Thanks.
Disable Spam filter
Hi Support Team, Please disable spam filter for https://desk.zoho.in/support/keboli. Some spam ticket ids: #102, #103, #104
Zoho Support GetRecords API filtering
I'm using the Zoho Support API GetRecords method to return tasks. Is there a way to filter the results on one or more specific fields to limit what data I return? Can I filter on custom fields too? Also, if I query the tasks, is there a way to get the parent request for that task? Perhaps I could get the request CASEID returned in the tasks GetRecords and the follow that with a request GetRecords with a filter on the CASEID? Of course this assumes I can filter GetRecords queries on a specific
Ensuring Transparency of Agent Costs
At Zoho Desk, we believe that some data points must be accessible for all users (except light agents). One such data point is agent cost per hour. Right now, this value is presented through the agentCostPerHour key in time entry APIs. You can restrict which types of users can view or not view this value, using profile-based field permissions (Read & Write, Read Only, and Don't Show). Going forward, the Don't Show option will be disabled for this key and only the other two options will be applicable.
Share your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.
Next Page