Search not working properly for new KB themes
We moved over to the new Zoho Desk Help Center Themes. We have a big problems with them though. The search box for the KB only searches the page you are on, or any sub-pages. It should be searching the entire KB instead. The old theme would always return results from the entire KB. With the new search people think that we don't have any articles because they search for things and get no results and it's not clear why. This is very counter intuitive. Here's a video showing some searching and how confusing
Auto Close Ticket
Is there a way to automatically close tickets received from a certain email address? I am signed up to an agency which sends me leads via email (this cannot be changed) but i dont actually read them in Zoho Desk i just close them and manage all my leads on there website portal. If there isnt then that is fine, but no harm in asking. The emails i receive are always from the same email address. I Have tried to look if a macro can be created but have zero clue how to do this! Many thanks in advance
Send ticket notification to more than one contact
We are creating tickets and the contact receives a customized notification we already configued, we want to send this notifications to more than one contact. We tried adding secondary email field on the ticket and also adding another email field on the contact but none is working. Does anyone knows how this is possible?
Zoho Integration
How well do the different products Zoho offers communicate with each other? Can i set up something like Zoho Support to turn issues or service tickets into Tasks or Bugs for Zoho Projects?
Local links in knowledge base article
Is it possible to include local links in a knowledge base article? We have some longer pages with different paragraphs that we would like to link to from the top of an article page. We have tried some ID's in HTML but is does not work correctly on portal. Ideas are welcome!?
QMatic Integration or Similar App
Hello We have several branches that are visited physically by our customers. What we want to do is for them to have a kiosk, to select the service and be assigned to a queue. Once the person is talking to an customer service representative, they will start creating Zoho Desk tickets or CRM leads. Is there any 3rd party app or integration to something similar to QMatic that allows us to have a single repository for calls and physical interactions? Of course we can have separate processes and instruct
Unable to invite a user to the help center
Hi, I get the following error when trying to add a specific user to the community: Sorry, Unable to process your request. Try again later. Can someone check what's wrong? Thanks!
Web Form or Ticket Templet
good day all, I am trying to create a collection of forms based on the type of request, and open a ticket as its submitted but don't seem to be able to accomplish this with either a web form or a ticket template. e.g. - a form request to add a new employee - a form requesting access to the wireless system - a form requesting a phone code of course the ultimate solution would be to have this form go to the appropriate manger for approval. Any help or ideas would be greatly apreciated. Thanks Rudy
Knowledge Base Categories
It would be really useful if you could add an article to multiple categories within the knowledge base. Is this something you would consider adding?
API Rate Limits to prevent DDOS blocking?
I know that, currently, there aren't any account-level API limits. However, when trying to make a few thousand requests in a couple of minutes - to import our current users using an automated system - I believe I triggered DDOS protections and we were unable to access Desk at all for a few days from our office What safe limit should I put on requests to prevent getting locked out in the future?
How to generate oauth access token in one step - bash script
I need to embed zoho tickets in some bash script using tickets api but the main problem is token generation. Zendesk provide one token which we can use it everytime when we make request but here in zoho we have to go through two step gui process to generate auth token which is not feasible if i have to show tickets in my admin panel because oauth token have expiry time and refresh token can only be used 10 times, I guess ? So i basically want to know that if i can somehow generate token with the
How to query with custom fields ?
1- If i am fetching all tickets then it won't show me custom fields. How can i do that ? 2- I need to query my result with the help of custom fields ? It is very urgent.
HTTPS certificate not valid on knowledge base portal
Hi We requested 2 times already for our domain: https://kb.arinto.be/portal/home to be put on a proper working certificate. At this current moment it's still invalid and not secure. Some of the support guys said this would happen in a few business days.... Our customers need urgent access to this portal and some of our clients dont want to access it without a proper cert! Can this be made a proper working SSL certificate? Best regards Yeni
Tagging Agents in Comments
Hi One of our agents has not been received notifications when another agent tags them in a comment on a ticket in Zoho Desk. We've tested this on multiple tickets and they have not received any notifications. They are however, still getting notified when a ticket comes in. Do you know of anything which may be causing this? Many thanks, Emily
Alert Filtering
It would be really nice if there was a way to filter your alerts. I add notes to a lot of other user tickets, but I do not want alerts every time that ticket is modified afterward. If I could either filter those alerts out completely, or have some way to split the alerts into categories, that would be a big help. I am basically at the point that I get so many alerts every day, and 99% of them are trash that I do not need to be alerted to. So when I actually get a legit alert, I miss it because I
Zoho Desk Web Form breaks hero image on page
Hi there, We've setup a Zoho Desk web form on the site linked below: https://testmybackups.com/cloudberry/support/ When we place the form code into the page, the hero image at the top fails to display. When we remove it again the image loads as expected.
Notify me when a response is made
In the Zoho Desk community, when someone adds a new topic, there's an option at the bottom that says, "Notify me when a response is made." This option defaults to unchecked. So when someone adds a new topic or comment on an existing one, by default the user will not be notified of new responses. Obviously most people forget to check this box even if they want to be notified. I can't think of a reason why a user would not want to be notified about responses to their new topic, that's why the posted
Can i host a instance of zoho locally
Hi i was wondering if we could host a instance of zoho locally . We are based in south africa .The reason for this is to comply with our POPi act (date protection regulations ) what would the cost involved be ?
No Option to Create Custom Views
We trying to create a custom view in the Customers area, per this KB - https://help.zoho.com/portal/kb/articles/predefined-and-custom-contact-views. We do not have the + option in any of the Custom View areas.
Zoho Desk creates duplicate tickets occasionally.
When users email our support email address, Zoho Desk sometimes creates a duplicate ticket for the email. For instance, this morning we had 12 tickets opened and 5 were duplicates. This doesn't happen for all users and seems completely random. We run a very busy IT help desk. In the 8 days that we have been running Zoho Desk, we have accumulated over 300 tickets. Any help with this would be greatly appreciated. Thank you.
How to wire up Form with Desk, so when a user submit a form, it becomes a ticket automatically? or I am not using the correct approach?
Just really a very common help desk, that either when a user send a email to my agent's email, then a ticket automatically created and when replied or resolved the user get a email update, like how zendesk work. or just simply allow any user submit a form entry and it becomes a ticket... Do I have to develop this with the API instead?
Mass Email With Custom Parameter
Hello, I have a group of contacts that have multiple items assigned to each contact. I'd like the contacts to update the availability of these items. I'm attempting to send a mass email to all contacts with a link that filters the report of the item to show only the items associated with that contact. I'm just getting used to Zoho. In normal code I'd: Loop though all contacts, get the ID of the contact, generate a URL and change a URL parameter such as https://creator.zoho.com/appbuilder/name/form/listItems?CONTACTID=#
Blueprint - Perform transition by customer
Hi there, I couldn't find anything on this topic so far. Is there any chance that customers, using the web portal (Help Desk) can do more then 'comment' and 'reply'? I would like customers to accept my 'Resolution' and therefore would like to assign the transition 'Accept'. Is there any possibility that customers in the web portal are able to see and use transitions? Many thanks for your help. Regards, Stefan
Zoho Desk Knowledge Base scrolling issue
When browsing around a Zoho Desk knowledge base from the public portal, when you click on a category the page stays scrolled to wherever it last was. This is confusing and not user friendly because if you're clicking a category that's low on the page, the content loads at the top (out of sight) and the user sees nothing. To the user it looks like the page is blank unless they know they need to scroll back up. The system should scroll to the top automatically when a category is clicked because the
Mass Updating Accounts
I have a client that handles a huge customer support load through Zoho Desk. One Account may have 50+ contacts, with new ones being added each day. They'd like to be able to mass select tickets and associate those contacts with an account. I know Desk can't currently do that — is that something you have on your roadmap moving forward?
ASAP add-on authenticate as system
We try to use the ASAP add-on in our (multi tenant) web application. Our Zoho Help Center is configured as 'Customers must register to access Help Center', and that means that the ASAP add-on can not access the Knowledge Base. I registered our application at the Zoho Developer Console and received a client id. Is it possible to authenticate as system-to-system in the ASAP add-on with this client id only, without passing user tokens? Our application user tokens are provided by different active directories
Forum Search
is it me, or is there no way to do a search inside a forum sub-folder in here? Shouldn't there be an "area you are in" search in addition to the Community Search? I find, I often just want to search for something related to one particular Zoho Product I am using, but it pulls me out of that particular forum, and gives me results Zoho wide. Take a look at diagram attached below. The red area searches COMMUNITY POSTS, forum wide. IMHO there should be a "area based" search which searches where you are
ZoHo Desk, Community: Posting with picture results "maximum charcters reached"
Hello If I make a Posting in the ZoHo Desk Backend (admin) with a picture inside, then the System generates a errormessage en don't publish the posting. What do I wrong or can I set the maximum to another value? Best regards, Markus
insufficient privileges to change Setup Items
hi i tried to change settings in ZOHO Desk setup. The menu shows consequentely (nearly all menu items) "insufficient privileges to perform this operation" i am the only user currently - and i am the Admin (i thought) can you tell me where to change this kind regards Lambert
Send a ticket to all the contacts of the same account
Hi! Some tickets I publish are useful to all the contacts of the same account. I´ve already created a checkbox field when the ticket must send a notification to all the contacts of the same account. The problem is that I don´t know how to code using the custom function. Someone could help or any other option I might use?
Cannot reply
Hello, I'm currently trying Zoho Desk, but I can't reply to any ticket. When clicking on the "Reply All" arrow button, nothing happens. Here is a screenshot of what happens in the console. I tried on Brave Firefox Chrome For linux. Thanks for your help
Zoho Blueprint - Ability to Edit Tasks
Hello, It would be very nice to be able to edit existing tasks in blueprint transitions when modifying a blueprint design. Currently if I want to change something about a task, I have to delete it from the transition and create a new task. The same is true when setting up alerts in a transition. Thanks, Melissa B.
Time / Duration missing from timesheet reports
I have created a new report, both as a ticket report with time as related, and also tried making the time the primary entity, While it does show me a column for "Total Time Spent" (Total time on ticket) there is no columns available for Hours, Minutes, Seconds, Duration or anything else on the time-sheet entry that i can use, the total time summarises for the entire ticket, i need to know the time against each time-sheet entry I have gone into the time-sheet layout and ensured that the hours & minutes
Yandex does not index Zoho Desk knowledge base and forums
Hello Zoho, Since we started our tests of the community KB and forums we notices that Yandex does not recognise your pages. It can be a problem of Yandex but it also a problem for us as we do not receive the traffic we need. The issue is that you use SPA (probably) and Yandex doesn't execute JS-code. So it does not read the pages. The problems is applicable for both KB and forums. I kindly ask you to find a solution or we have to find another solution. Our competitors are having 2x more traffic than
Tags - Dropdown list of available tags
To tag a ticket, it appears the only option is to begin typing and then select from the options that appear (or create a new one, if needed). Is there any way to see a list of tags that have already been created via a drop-down list while in a ticket? The only way I have found to see existing tags is to click into the tags tab, which then takes the user out of the ticket being worked on.
Not receiving re-opened ticket email notifications
If we close a ticket and a client responds, thus reopening the ticket, our agents are not receiving an email notification. Has there been a update to Desk that has chnaged this process? It only seems to be happening today.
Overdue Ticket Notification
Is there a way to setup a notification for a manager when a ticket goes into Overdue status?
resolution update email
I would like to find out if it is possible to have zoho desk send a tickets resolution update to both the customer (ticket contact) and also a supervisor internally?
Is there a way we can redirect user to specific page with remote authentication?
Hi, We have enabled remote authentication on our company's internal application. We want to redirect users redirection to specific url as authenticated. For example, There is a Knowledge Base button on our internal application which is linked to Zoho KB portal. Is there any workaround that a user will visit Knowledge base portal as an authenticated user? Currently we can only redirect to Zoho Support Portal home page. but i want them to redirect to knowledge base page. Thanks
Include 3 SEO fields in IMPORT/EXPORT so KB articles can have SEO info updated easily
We have so many KB articles that need to have the 3 SEO fields updated. We can not see from the export of KB articles which ones have had these fields filled out and we would like to be able to update the fields on the export, so we can import and update the KB articles SEO information.
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