Light Agent Notifications
Would like to know how to restrict light Agents from receiving notifications on new ticket creations Currently setup a Light agent and member of a department Looked at Automate/Notify, Customize/templates, Organize/Permissions and can not see how to disable Light Agents from getting notifications. I just want them to have read-only access without notification thank you,
Set Priority on new records based on the subject?
I'm using a form to send information from my website into Desk. I need a way to set the priority of a ticket when the subject contains specific text. I've been trying workflows and macros but can't find a place to set conditions. For example, if the subject is "Account Closure", I want to set the priority to "High". Thanks Jeff
Unable to send out emails from Zoho Desk
Hi, We're unable to send out emails from the system for almost half on hour now, getting this error: Hope you can urgently assist. It's not a problem with the network as we're accessing it from different locations.Thank you. This happened before and I was told it was due to a limit, but I was told there really is no limit. Jordanne
Deleted Contact returns 200 status, allows creating a ticket, shows "NULL" in ZohoDesk for contact
Hi Team, We have noticed a bug in the API with regards to contacts that have been deleted. If a contact is deleted via ZohoDesk, the API still returns them as existing when querying directly on the contact ID via the API. (request returns a 200 status and the contact object with no indication that it has been deleted) The API then allows for the creation of a ticket with the contactId specified as that deleted contact. Within Zoho desk, the ticket shows as existing, though the contact has some complete
Zoho domain mapping
Dear team, My domain was not working with the mapping , can you please reset again. on this. Please provide a reset option for this, then user can do without fail. right now am stucked
Zoho desk domain
i have updated the domain wrongly, so please reset it
Why are Agent Ticket URLs different from Customer Ticket URLs?
There are different ticket message placeholders for these and they produce very different URLs. Why are they not the same URL, displaying appropriate content based on who is logged in?
Disabling Email Notifications (Free Plan)
Is there a way to disable the automatic email notifications that customers receive on free plan? If so, What is the work around? If not, Do you plan to fix this? Best, Jacob
Invite user email
Hi I'm trying to invite or re-invite end users to join to Zoho Desk, but if their email provider is google mail they don't receive the email, but Zoho Desk inform that teh email was sent. The email is not in the anti-spam too. If I sent a ticket by email and answered, they received the email What´s wrong ?
How do I add users (not agents)?
Hi there, I would like to invite users to our zoho desk, how can I invite? thank you Betty
Force RTL on email subject?
Hello, Can you force LTR on ticket subject when sent in an email? When using Zoho Desk with an LTR language like Arabic, the Case ID left and right identifiers (the hashes #) gets confused due to language change ("RE:" + number & LTR language) see image below. This causes the next ticket email replies to be received as a separate email and not in the same thread. Thank you,
Change Requester of ticket
Need the ability to change a ticket requestor. Who the ticket belongs to We use Zoho to communicate to our employees in a quick efficient manner, they submit via email and we reply. They at times when another employee may send on behalf of.. (angels machine is down, or peters email is not working) in either instance the issue could very well be sent from someone else. I know as an agent I can submit as #original_sender {sender_email}, or recreate a ticket with the proper fields This is day 2 of
Restrict access of help centre to wordpress logged in users
Hi, I would like to restrict access to zoho desk help centre to my wordpress site's logged in user only. Any way I can do this? Thanks.
Auto Invite "From Address" not updated
Hi, I have signed up my Zoho Desk account using paypal@terracottachinese.com. However, after that I changed to other primary address: hz@terracotta-mandarin.guru. All the rest of the email sender address has been updated. However, the auto invite "From Address" is still using my previous email address (as show below). How do I change this address? Thanks.
SSL Certificate - Zoho desk
Hello, I have made several requests via email for an SSL certificate. Site URL is support.onpointtracking.com Can someone look into this for me, please? Thanks, Les Klingel Sr onPoint GPS Tracking
Request New Feature: Keyboard Shortcuts to Automatically Close Tickets
Its so inefficient to close tickets manually by needing to click the button with the mouse key - please set up a keyboard shortcut - that should be so simple to implement and can even do this in Gmail. If you also want this feature, please comment on this message!
Remove formatting issue
Hi, I create a template to our customer and use Remove Formatting tool in order to make all text of the same size. And I send it as usual to our client. But then the text appears with the words combined. Please check the screenshot and let me know how to fix the issue. We have the same issue with all our agents. Thanks, Lola
Whitelist a domain from Spam filter
Emails from our own domain keep being caught as SPAM, how can we whitelist an entire domain? Cheers Chris
Remote Authentication for Support Desk - Script receiving 400
Currently trying to get this working from a development environment, redirecting to that URL from a different URL than the one provided in our Remote Login URL. Script that is running: > $ts = round(microtime(true) * 1000); > > $email = $this->getUser()->getEmail(); > > $remoteauthkey = ''* removed> >$fullname = $this->getUser()->getUser()->getName(); > > $loginstripped = preg_replace('/[^a-z\d]+/i', '_', $fullname); > $loginname = mb_strimwidth( $loginstripped, 0, 9).$this->getUser()->getUser()->getId();
What Happen to my tickets?
I got the trial version of enterprise edition for 15 days. It expired so i'm in te free Version, but I cant find my tickets create before the expiration date. All the test of 15 days are lost. How can I recover this information? Tahk You
Add Help Center Users to Departments
Is there a way to associate the Help Center to a Department and then restrict the user to only be able to see their assigned departments tickets. I see i can do it with an agent but would be nice to control what the help center user can see.
delete a user on Zoho Desk
Kindly I Need help to delete a user on Zoho Desk but I deactivated but not deactivated with licenses so what can I Do?
Round Robin is not working since a couple of days
Dear Support, Since December 2 tickets are not being assigned by Round Robin. All new incoming tickets remain unassigned. Our agents are online and Round Robin Rules are enabled. Has something changed? The last few days we get more tickets. Is it possible that Round Robin hold the unassigned tickets in queue? Regards, Wishal Jagessar
Zoho Desk Email Templates - Template Will Not Save
Zoho Desk Email Templates - When I go to edit the HTML of the Email Templates, they will not save. Even when I start eliminating some code, the page will not even save a blank template. I got it to save once randomly and now it will not save again. Please Help. Thanks!
Is there a PHP sample?
Of the Remote Authentication sign-up and sign-in scripts? Just seems like something that would be helpful as a resource
sudden change in contact information for new tickets
We are beginner users with ZOHO desk. Our registration form for requests for support is built in Wufoo and upon submission, an email with relevant information is sent to ZOHO and a ticket number is generated. I noticed that beginning yesterday, the apparent source of the ticket shifted from Wufoo to the preferred email address in the Wufoo form. This is great and I want to keep it this way, but I have no idea why it started and want to make sure we understand where that information is coming from.
searching contact list
How to modify the contact module so that I can search by account name?
Incomplete German translation
Hi Zoho team, i have issued a ticket about this but haven't heard back from you guys in the last 3 weeks. We want to offer our customers a easy way to use the tickets and knowledge base and English is for some a hard task. Also having a colourful mix
Viewing Desk ticket details from inside a CRM contact record?
I can't get useful answer from Zoho support on this, so I'm now here asking in the forum. Anyone have Desk and CRM integrated? Does anything about my contact/customer's Desk ticket history show up in the CRM? Or is the only benefit of this integration/sync that CRM contacts area available in Desk?
Allow my customers to view their Zoho Desk tickets via web site?
When I license Zoho Desk, will it be possible for my customers to create free accounts to check their tickets via a Zoho web site? Zoho support is telling me that my customers would need to be added to my organization, essentially meaning I'd pay a monthly fee for each of them as if they were agents/staff of my company. This floored me. A web-based ticket system that my customers are not allowed to use and must only interact with by replying to my company's email messages? But it's very hard for
Cannot create a Ticket via e-mail
Hi, Have just setup a new instance of Zoho Desk and it is not accepting e-mails and therefore not creating tickets, Please advise, Thanks David
Zoho Desk mobile app - time entry
What are Zoho's plans to add time entry feature to the mobile app for Android? It seems silly that our on-site engineers can do as much as they can through the mobile app when working on-site, except enter their time. Having them put notes with their time in the ticket comments is cumbersome and only creates additional work for someone else, and also opens the door for process failures. I have been told in the past that "this feature is coming", but so far, no go.
Zoho Desk API Get Support Rep Tickets
What would the api url be for getting a list of tickets for a support rep. I have the support reps email address. This is the url I am currently using https://support.specializeddata.com/api/xml/requests/getrecordsbysearch?authtoken=???????????????????????????????&portal=portalname&department=departmentname&selectfields=Requests(status,subject,Case Owner,billable,priority,Request Id)&searchfield=email&searchvalue=" + User.Identity.Name
I changed my signature but it doesn't show as shown in the editing window, instead it shows as it was before saving it.
I added an image via URL in the original size, added a description thinking it might be an alt tag (which would be useful when some people or email clients block images in emails, so incidentally you should have that instead, which is more important than having a caption). Then I sent a test email, saw that the description is visible as a caption, so edited the signature again to remove the image, and add the same image again via URL, in the best size, without a description, and saved it. I sent
How to remove word verification
How do we remove the word verification box from the New Ticket form? The captcha is extremely hard to read and requires 4 to 5 tries before you can get the correct word, it is creating many customer complaints. Mark
Zoho Desk Tickets
Our Zoho desk tickets are no longer getting assigned to the specific user and no notification is being received when a new ticket is opened. Any idea on why this is happening?
Deleted Contact returns 200 status, allows creating a ticket, shows "NULL" in ZohoDesk for contact
Hi Team, We have noticed a bug in the API with regards to contacts that have been deleted. If a contact is deleted via ZohoDesk, the API still returns them as existing when querying directly on the contact ID via the API. (request returns a 200 status and the contact object with no indication that it has been deleted) The API then allows for the creation of a ticket with the contactId specified as that deleted contact. Within Zoho desk, the ticket shows as existing, though the contact has some complete
[HELP] Email Configuration
Hi, We have currently used zoho desk for our ticket as we use a lot of zoho application and we might as well try the Zoho desk ticketing, Now we have come up with a bit of trouble setting it up. We have configured the channels for social and is working great. now for the email, we are having a bit of difficulty; when we go to setup->email it shows this page Then when I input a domain it will show this Insufficient Privileges to perform ....... page Hoping you could help me with this issue. Thank
We are unable to process your request now. Please try again after sometime or contact support@zohoaccounts.com
Hi, can anyone assist me? when our Agents try to register, they keep getting the error: We are unable to process your request now. Please try again after sometime or contact support@zohoaccounts.com Please can anyone assist as we want to roll out the servicedesk ASAP
Can not use Email module in Zoho desk
Hi, team, i can not use my Zoho desk integrate with my email?
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