how we can use JWT token to create Oath token without user login
Hi Team, can anyone explain how we can generate jwt token and how we can use in zoho desk ASAP. in asp.net
Ticket Fields Need Default Values
We've created SLA for various products and assigned these SLAs to customer accounts. Yet, still when we add a new support ticket we are prompted for the product name despite Zoho Desk knowing that the customer account has an SLA applied. It should be defaulted to the product assigned to the one and only SLA we are allowed (unless you plan to let us have multiple SLAs) There are also other fields such as "due date" - we are forced to select a due date on each ticket yet this date doesn't matter.
Need to sort the tickets based on customer response and reply
We need to add a view like, ((Number of threads==1)&&(Status is open))||((Customer responded tickets)&&(Status is open)) The intention is to show only the new open tickets(Not responded yet) and customer responded open tickets(customer replied for our response) only. We have created a custom view but it doesn't contain any option field for customer responded tickets. Is there any way to do this? Help us.
Are there any limits on the number of tags you can have in Zoho Desk?
I understand that you can have up to 10 tags per ticket. Are there any overall limitations on the number of tags you can have for Zoho Desk as a whole (like there is for CRM modules)?
Zoho Desk vs Zoho Support?
Quite confused. Now I cannot change the URL: joyent.zohosupport.com
Restrict an end-user (customer) from closing their own ticket
How do we restrict an end-user from closing their own tickets and only allow tickets to be closed by our agents? Thanks.
Problems spam with customer and with my name domain, that occurs again
Hy, I have big problems with customer email that still falls back into spam, can you tell me why it falls back into spam folders when I didn't have this problem before? idem for our domain name it falls back into spam. Best regards Guillaume
auto close
Hi Is there a way to auto close a ticket after x amount of time if no reply? Thanks James
Spam tickets
Two clients are unable to send email to our helpdesk, although they do not get an error message. I've by now found those messages are apparently marked as spam, and I've found there are more tickets listed as spam. Could you please turn of the spam filter for us asap? Thank you, Peter Dekker - PerfectWare
Duplicate output file
As soon as I add: pod 'ZohoAuth' pod 'ZohoDeskUIKit' pod 'ZohoDeskSDK' to my Podfile and build, I get Showing Recent Messages :-1: Multiple commands produce '/Users/bellus3d/Library/Developer/Xcode/DerivedData/B3DFaceScannerPro-eiejnoybuladqphjknwmhstmeucy/Build/Products/Debug-iphoneos/ZohoDeskSDK/ZohoDeskSDK.framework/Info.plist': 1) Target 'ZohoDeskSDK' (project 'Pods') has copy command from '/Users/bellus3d/Google Drive/iPad/iPad App Branches/iPadPro-App-Development-Branch/B3DFaceScannerPro/Dependencies/CocoaPods/Pods/ZohoDeskSDK/native/DeskSDK/DeskSDK/Info.plist'
Email size
I just wonder if there is a possibility of increasing the size of emails we can forward out of Zoho Support. We get emails in with larger sized attachments that we must then forward on to people outside of our Zoho account. We CAN go to the original email, but that seems counter productive when we are trying to use Zoho Support.
Gdrive attachment links are being converted to docx type files
We did try to attach a Gdrive link to one our tickets for the first time. The extension of the file does change to "docx" after the link is accepted and the extension of the downloaded file has to be changed to its original format (mp4 in our case) before using the file. PS : Please move this problem report to the "Zoho Desk" community. I did select "Zoho Desk" when sending it but it did somehow end up in here.
auto adding time
hey everyone is there anyway to auto add time to a ticket? it is too slow for us to have to click into the top menu to add time to a ticket. Is there a way to create a macro where the team can just do something like +10m would equal adding 10 minutes to a ticket? would save us a ton of time
Cannot send reply with the Help Center
Our customers are experiencing issues using the Help Center. Whenever they try to add a ticket or reply, the "Send" button is grayed out. Did someone had this issue before? Unfortunately Zoho internal support could not help us in timely fashion.
SEO: Knowledge base and community referencing in search engines
Hello, We are working on SEO and would like to analyse how well our client portal knowledge base and community forums are referenced by search engines. To start analysing some search engines (for example Yandex) require to confirm the rights for the website. There are the following options to confirm the rights: 1) Insert the code in <head>. <meta name="yandex-verification" content="111222333444" /> 2) Put the following html file with the following content in the root catalog of the website yandex_111222333444.html:
Tip #1: Learn to pick the right channels
Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal. When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues.
Do more with live chat, thanks to SalesIQ.
Live chat just got a lot more functional, flexible, and customizable, with our new and improved integration with Zoho SalesIQ. With this integration, your chat channel is now powered by SalesIQ. The integration runs both ways, so users can access chat tickets from the SalesIQ interface as well. Operations that can be performed on SalesIQ can now be performed from the Desk interface too. Here are a few key details of the integration: More functional Real-time chat translation (powered by Google
Access Ticket and Thread information in a custom function to send email
Hello, I have a custom fonction which looks like this : sendmail [ from :zoho.adminuserid to :crmAccountWatchers subject :"[#" + ticketId + "] " + contactName + " from " + accountName + " has submitted a new ticket on 360Eyes Support" message :"Zoho Desk CRM Account Watcher notification A new ticket has been submitted at " + createdTime + ". Department: 360Eyes Support Account: " + accountName + " Contact: " + contactName + " Email: " + email + " Classification: " + classification + " Priority: "
SPAM breaking Workflow
We have two problems related to SPAM and Workflows. I have used a Workflow to prevent New Tickets from being opened by the Email "channel". The workflow sends an Email alert back to the originator with instructions to use our Portal. Since there is no way to prevent the email from opening a ticket, the workflow also closes that ticket. Two other Workflows are triggered by all tickets opened or closed that were originated by any "channel" other than Email to handle normal Open/Close notifications.
Contacts
Anyone have an issue with their contacts list? when a Client sends an email, their email/name is different from the actual email of the client which makes it so confusing as the sender name is different from the actual name of the sender. It seems like its just randomly selecting a contact from our client list. But when you hit on the Reply button, the email seems to be correct tho. Help?
Zoho Desk API: Contact ownerId should be optional?
Hi, according to the Zoho Desk API docs, when I create a Contact, the ownerId field should be optional: https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_CreateContact However, when I create a contact with "ownerId": null, I get the following 422 response: {"errorCode":"INVALID_DATA","message":"The data is invalid due to validation restrictions","errors":[{"fieldName":"/ownerId","errorType":"invalid"}]}. I think this only started happening today, because I'm fairly sure we have successfully
Adding file while raising ticket.
Is it possible to add image while raising ticket.
Linking CRM contacts and accounts to Desk via API
Hello, My system has a set of accounts and contacts that I would like to sync with Zoho Desk and Zoho CRM using the APIs provided. I have already written code that syncs my accounts and contacts with Zoho CRM and now I am trying to do the same with Zoho Desk. The problem is when I link them with the GUI provided the Desk records have zohoCRMAccount and zohoCRMContact parameters that I can't seem to be able to set via the Desk API. Is there some way I am missing to set these parameters via the Desk
Some messages on ticket message threads are being displayed in collapsed mode
This is a rare occasion but it does happen anyways and our users get confused when it happens. You need to press on the title bar of those messages to be able to uncollapse and read them. I couldn't find any relation between those occasions/tickets/threads. Refreshing the page doesn't change anything.
Please make comment notifications more informative
HI Zoho Seems the only way to communicate internally and stay informed is to make internal comments and mention agents. We receive email notifications about that which are far away from be informative. They contain 1) The ticket number 2) The text of the comment But... I do not remember tickets content by ticket numbers. And the comments are normally short. no ticket topic, no initiator name, no context, just nothing. So every time I receive a comment I have to click and go read all that in the
Identify Zoho Desk inactive accounts
Hello, We would like to run a campaign to identify accounts who didn't have any ticket actvity since 4 months. I tried to get this list of inactive accounts using Zoho Desk internal reporting system and Zoho Analytics but I couldn't aggregate the last activity date for each account in order to filter. Thanks for your help. Leonard
Ticket Search API Call - Skip 5000 - INTERNAL SERVER ERROR
I'm trying to read more than 5,000 tickets in via the API. Once the search gets to a "from" of 5000, the request always gets an Internal Server Error response of: {"errorCode":"INTERNAL_SERVER_ERROR","message":"An internal server error occurred while performing this operation."} I can reproduce every time just by searching past 5000 Full endpoint: https://desk.zoho.com/api/v1/tickets/search?status=${CLOSED}&limit=100&from=5000&sortBy=createdTime
WYSIWG only available when creating the ticket?
Is there no way to utilize the WYSIWYG when adding notes to your Time Entry and/or Resolution?
Twilio Phone Problem with Windows 10
I have two Windows 10 computers which I can't get the Twilio phone integration to work on. The problem is the agent cannot set their phone agent status as online - (the loading circle stays there forever). Also the agent cannot play voicemails which are left as tickets. I have tried Chrome and Edge browsers and both have the same problems. I have also tried Chrome incognito mode. I have several Chromeboxes on the same network and the Twilio integration works perfectly on those machines. Can anybody
Is is mandatory to register with zohodesk for raising ticket?
Our application has already doing registration process and we dont want to register with zohodesk. can we use same userId for raising ticket with zoho.
Is there a way by which we can perform global search by specifying some particular modules
Hello, how can we perform global search by specifying more than 1 module, .i.e., we want to perform search but only in contact/account and not in ticket module.
My ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@mydomain.zohosupport.com from a test client account no ticket is created. I checked spam and all other views. Help appreciated.
Very Annoying Error 4832
In ZOHO Desk, I'm trying to update a contact record. (Using API V2). Here's the code: ——————— ticketID = 22360000000349752; portal = "boltenergie"; department = "Bolt NL"; ticket = zoho.support.getRecordById("Requests",portal,department,ticketID); info "-------------Ticket----------\n"; info ticket; info '\n'; if(ticket.get("CASEID") != null) { contactID = ticket.get("CONTACTID").toLong(); channel = ifNull(ticket.get("Mode"),""); language = ifNull(ticket.get("Language"),""); // Get Corresponding
Two Factor Authentication For End Users
Hi There, After talking with one of my customers today, It was informed to me that it would be a great feature to be able to have two factor autentication for end users with Desk. Customer brought up this concern because of the identify theft cases in our area recently and I told my customer I would pass it along for suggestion. I think it would be valuable to have this so my customers whom are afraid of someone hacking them, This would put those worries to rest
email notifications
Hi, I need your help to set up my email notification from Zoho Desk. My inbox is completly full with Zoho Desk email notifications and I would like to fix that configuration. I don't want to receive email notifications from Zoho Desk.
Relate Customer to department
I need to specify for customers registered which departments he can view
New ticket email all marked spam, replies marked private
I have configured my external email server to forward all mail sent to zsupport@mycompany.com to support@mycompany.zohodesk.com I have also added the zsupport@mycompany.com as the From address in Desk with SMTP information and marked the original support@mycompany.zohodesk.com address as INACTIVE All emails sent to zsupport@mycompany.com end up in the Spam TIckets folder until I mark them as not spam (examples include tickets 126 to 131 with 130 and 131 still in the spam folder) Once I mark a ticken
[HOW TO]: Verify your domain with ZoHo Desk and CloudFlare
Cloudflare hides records for security reasons. When you have the proxy setting (orange cloud icon) enabled for a DNS record, Zoho Desk will not be capable of validating the verification CNAME. Disable the orange cloud, wait for a few minutes while Cloudflare's TTL for the record refreshes, and then verify the domain again. Once verified, you can re-enable the orange cloud for security reasons. (Protects against DDoS and DoS attacks by hiding your support portal's IP) I hope this helps people who
Docs on API limits?
Is there any documentation on how many records can be retrieved or updated per api call. Is there any limitations on how many api calls/day? To access all Attachments and Logged Times it looks like we need to do that ticket by ticket. Is that correct? Regards, Glenn
Password Reset and New Agent welcome email not delivered?
For some reason we cannot get the password reset emails or when we add new agents we do not get the welcome email for them to activate account. We tried using multiple emails addresses and none of them seem to work? Can you help?
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