Have Attachments Not Show Up In Emails?
Hello all, Just wanted to bring up a request to see if this is currently possible. In a measure to add extra security against phishing attacks we would like all attachments to just be available within the tickets and not be shared in the emails when the agents receive them. Is this possible? For example an email saying that they received a response with an attachment and link them to the ticket to view rather than have it in the email sent to all receiving agents.
Pasting screenshot/image to a Public/Private Comment
Can you add the ability to allow us to paste a screenshot/image into a private or public comment? I know we can upload them to a ticket Reply but it doesn't give us that same option for a comment.
Integration of Accounts & Contacts with CRM
Hi, I would just like to confirm, if I create an account or contact in ZohoCRM it can take up to two hours to show up in ZohoDesk, is that correct? If so that to me creates a potentially large process issue as in our business we often have the need to add new contacts on the fly when performing support calls and with new accounts often there is work to be performed immediately for support staff. How do others overcome this? Seems to be a rather large limitation. Would this also apply to other modules
"Activity Peek" feature doesn't function when the "Status" field is used on an activity view
The "Activities" module has a feature which is similar to the "Ticket Peek" feature to view the contents on the side bar whilst also browsing the activity list. However we did realize that this peeking feature does only function on specific views such as "All Tasks", "All Activities" etc. We tried to create custom views thinking that maybe the default views were missing this feature and we've found out that the "peeking" feature is disabled when we use the "Status" field as a criteria in the view.
Did you ever connect the KB part of the Help Center to a web based Confluence account?
We are brainstorming about possible alternatives to the KB of Zoho Desk and one of the ideas is connecting the KB to an online Confluence account. Did you or any of your partners ever finalize a custom project where the KB was connected to Confluence?
Is it possible to change the section icons?
We have switched to the new themes for the help center and we are looking for a way to change the section icons in the Knowledgebase section. It seems like that these icons are not controlled via any of the setup settings. Could you please inform us on how to change these icons.
Cleaning up your non-migrated social portals
In August, we announced a new and improved version of the Social Module within Zoho Desk. We hope that you have found the time to migrate to this version and are finding the updates useful. If you haven't migrated yet, then this announcement is for you. We will be cleaning up all old social module portals as on 1st November 2019. This is the last opportunity for you to migrate, so we urge you to do so at the earliest. To migrate, please click on the 'Social' tab within Zoho Desk. A pop-up notification
Call Zoho API via API
Hi, Is it possible create ticket via api without oauthToken? I tried call Zoho API from my back-end with authorizationToken generated in https://accounts.zoho.com/apiauthtoken/create?SCOPE=ZohoSupport/supportapi,ZohoSearch/SearchAPI. and allways I get "errorCode":"UNAUTHORIZED","message":"You are not authenticated to perfom this operation." Regards
Integrating Jira Software (bug tracker) with Zoho Desk
Anybody using Jira Software (bug tracker) with Zoho Desk? Apparently there's integration, but I'd like to hear from some people about it how it works in real life for them. Link: https://help.zoho.com/portal/kb/articles/configuring-zoho-desk-for-jira-integration Thanks!
Why do Zoho support people reply via email in a way that their communications COMPLETELY BYPASS the help.zoho.com ticket they are replying to?
Why do Zoho support people reply via email in a way that their communications COMPLETELY BYPASS the help.zoho.com ticket they are replying to? Is this because Zoho Desk itself poorly handles replies by support reps/agents sent via their e-mail client? Or is this just an accidental (and completely unprofessional) misconfiguration of Zoho's own support system (agents' email clients, Zoho Desk, etc.)? For over a year my tickets on help.zoho.com have frequently been closed with absolutely no message
Confidential Ticket
Is there any way to create a ticket in a particular group that only the creator and the assigned agent can open the ticket? regards
Product name not displayed under a department
Hi, I have added a product under a department. But in help center, that particular drop down is not coming under that department.
Possible to use CSS to override "Description" Label as well as "Attach Image/File if Available" label
on the customer portal, when customers are putting in new tickets, Is there any way I can use CSS to override the label of the "Description" field or the "Attach Image/File if Available" field? I don't want to create a new field for description as the Zoho Release Description field has the fany toolbar with buttons to make Bold Italic Uderline, Font, etc. Additionally, the Attach Image/File if Available field doesn't even show up for me in the layouts as admin. I only see it as customer inputting
End users to agree to terms of use or support policy before activation
I'd like to see Desk offer a feature where when an end user is invited, Before they get to the page to set their password, They should be forced to agree to the support policy or terms of use of my company. Hope to see this in the near future
Ticket Bundling Request
Zoho, please consider adding ticket bundling. Our previous ticketing software offered this feature, it allowed you to create a parent ticket under which you could bundle other tickets. That also made it possible to track all time against the parent ticket if desired, though that feature is less important. The need for ticket bundling is fairly common, for instance we just had a Client's property get hit by lightning and we're tracking issues on multiple tickets related to it. However if we go to
Phone Bridge for Asterisk 14
Hi ZohoDesk, Do you have a version of Phone Bridge that will work with Asterisk version 14.0.1? or specifically FreePBX version 14.0.13.4? Regards, Terrence
Zoho Webapp Performance
Hey Guys, So first of all, I'm a big fan of Zoho products. I use the mail for my own domains. I'm a sys admin and my company was looking for a new ticket system and of course Zoho Desk was one of the first to come to mind! Well we signed up for a trial, and oh man.. The web app is not very good.. Even on my Huawei Matebook Pro X with an i7 cpu, 16gb of ram running Ubuntu the interface / animations would slow to 1-5fps when switching from one ticket to another. Various menu operations were equally
Problem with posting a comment in a community forum
I'm getting an error to say 'Unable to process your request' when trying to reply to a forum post. Why would this be? Thanks Jane
Zoho Desk Debug
When we get an error message in zoho desk , it shows the error text but we dont know what's the line number, can you please add that feature? That will make our debugging easier. Thanks
BBC on mails templates
Hi, We want to use the mail templates in case of an incident. The purpose is to easily send a notification to our customers. But we got an issue, is there a way to put the mails in BCC option, so they can't see the other recipients of the mail ? Thanks
zoho desk extension - Platform Event Callbacks API
while adding callbackListener to plugin-manifest.json I get error -- PluginManifest file validation :- ==> The "secret" property is missing in the manifest I don't know what to do. Please help me how to add and call the event API.
Creating new ticket by reply email
Hi, I don't want to tell support@xxx.zohosupport.com to my customers. So I add the support mail address in Bcc field when I replied to the new ticket request. It seems work fine, the new ticket is creating by my reply. But the Zoho desk think I am the customer. So contact shows my information, not customer's information. I'd like to see the customer's contact in the contact field in the ticket How can I fix this?
I cannot see all the cases of all the departments.
Hi community, I have the following problem: The option to see the tickets of all the departments is not working. I attach video. I hope you can help me. Thank you.
ZOHO Desk Feature Request for KB
It'd be great if we were able to add an article in the KB to more than one location. Where you have something in the billing category, it could be something like, 'how do i login to the billing platform' - that'd fall under billing, general and faqs - but in the KB although we can tag the article, there is still a need to put that article in two other location without having to recreate the article in said respective locations. If you create the article 3 times you have to go back and make edits
Custom Currency Field sends through webhooks with 1 decimal if the number is a whole number
Hi, we have created a custom Currency field in Zoho Desk with Decimal Places set to "2". Rounding is "Off" and Precision is set to "0." The problem is that when we enter whole number like 420 and it gets sent to Zoho Flow, the number that gets sent is 420.0 420.0 doesn't make any sense. It needs to be 420.00 If the amount in field is something like 434.76 then it gets sent through webhooks appropriately. Can you please fix this? We are trying to tell users a dollar amount and when it says 420.0
Please enable Workflow Rule to execute on public comment
We do not use reply in our organization. All of our agents use public comments. When I try to create a workflow rule, I am not able to execute on Public Comment. My goal is to send an email to the agent (and one additional person) when the agent posts a public comment. I know the agent gets notified if customer posts public comment, but I want a notification to be sent to the agent when the agent puts in a public comment.
Deprecating a Key from Responses of Time Entry APIs
This is to inform you that we are deprecating a key from the responses presented for time entry APIs. This change relates to the way agent names are returned. Now, the details... The owner object in responses to time entry APIs returns the name of the agent and URL of the agent's profile picture. These data points are presented through the name and photoURL key respectively. The name key returns both the first name and the last name of the agent together. However, in APIs pertaining to other Zoho
Private article comments are not being displayed to the editor when they are in the drafting process
Our editors can't see any private comments added to articles when the article is sent to them for the editing process. The comments only do show up on the articles when the editors press on the "Send for review" button. The "Reviewer" is able to read the comments when the article is on their review list. Also there is an indicator on the article name box on the left pane (The article list for the selected group of articles) stating that there is a comment in the article but this comment can't be
Desk Data / Analytics
Hi, We can view accounts, contacts, tickets etc on the Zoho Analytics for the Desk. However there seems to be no table available for the contracts? If this is not currently available, can we please have that option? I'm sure other people would like a report / dashboard on contracts that are about to expire or have. Thanks Dave
How to retrieve Portal User status from DESK into CRM?
Hello, We are using CRM and DESK in 2-way sync configuration, meaning Contacts in CRM and in DESK are in sync. When we invite a contact in DESK to be an "End-User", he/she can then access the Help Center. Such invited contacts can then be found in lists and reports by using a system field called "IsPortalUser" , which is now IsEndUser in the new API if I am not wrong. Unfortunately, this system field IsPortal can not be selected in the sync settings between DESK and CRM so there is no easy way to
Enabled multi factor auth on Office 365 Zoho will not send mail
I have tried to follow instructions to work with multi factor authentication activation on my company Microsoft emai account. When trying to send an email I get the following error message: 535 5.7.3 Authentication unsuccessful [MWHPR2001CA0018.namprd20.prod.outlook.com] How may I fix this?
printing a zoho support ticket should be as simple as printing zoho email
looking for a way to print a ticket, much like we would be able to print the email if it were still in zoho email. don't tell us to just print the page, because we don't want the UI printed. we just want the email printed. for that matter, there are going to be occasions where we need to see the email header of a ticket. so how do i view a ticket's email header? thanks in advance.
Search
Hi, We have accounts synchronised from the CRM and wanting to search the accounts. When searching we get some random records (nothing to do with what we are searching for) and not what we are looking for. Yet if we do advanced search we can find them.
Email from agent not coming from the client
We have been using Zoho desk for a while and when an agent forwarded a mail from a client to the helpdesk, it always came from the client, not the agent. Yesterday something changed and now the emails are coming from the agent instead. No settings have been changed. Create tickets on behalf of the sender while forwarding emails is turned on and we have never had to put #original_sender {sender_email} into the body of the email to get that to work. Please help as this is really frustrating as we
Is it possible to access to a Creator app from the Help Center when creating tickets on the portal?
Can we access a Creator app inline (Integrated as the Ticket submission function) on the Help Center and then submit a form on the Creator app which also automatically creates a new ticket record on Desk? If this can't be achieved with Creator then can we use Zoho Forms for the same job?
Zoho Desk Search Endpoint
Hi, we are using https://desk.zoho.com/api/v1/search endpoint and we are struggling to understand the behaviour from the documentation. How would we perform a search for all resources with a particularly property value. For example to search all resources where ownerId=123345678 ? At the moment it looks like whatever is in `searchStr` param, will be matched across all properties of a resource. Thanks
Looking for a Zoho developer
I am currently running Zendesk and migrating to Sohodesk. I want someone to replicate this look and feel in Zohodesk. Post your offers here. https://support.ispsupplies.com
Getting 302 response on trying to get authorization grant
Hi! I am experimenting with the Zoho Desk OAuth2 API but when trying to get an authorization grant via curl, I am getting a 302 response which seems to indicate the api endpoint having been moved to somewhere else. What am I doing wrong? curl -i https://accounts.zoho.com/oauth/v2/auth?response_type=code&client_id=<insert id>&scope=Desk.tickets.READ,Desk.basic.READ&redirect_uri=<insert redirect uri>&state=-5466400890088961855 Of course I have removed the client id and redirect uri in the example
Help Center User Invite Email Issues
I've added a new user to our Help Center and the invite email doesn't seem to be getting sent out. I've checked the junk folder and it isn't in there or the inbox. Thanks, Jeff
Redirect Users to Thank You Page upon submission
Is there any way I can redirect user to a thank you page after the ticket submission? I want to have some sort of confirmation/thank you message that is custom when a client submits a ticket in the portal. Is this possible?
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