Ticket re-submitted on its own
I just had a ticket submitted that was an identical repeat of one I had closed the week before. The client says she did not resubmit the ticket. In fact, she did not submit any tickets today. Has anyone seen this happen before and, if so, what can I do to make sure it doesn't happen again? Thanks in advance, Mark
Header
How can we remove the Company Name 'text' from the header on help center in zoho desk? I only want to display the logo without the text.
Desk API - custom field text area field size limit?
When creating a ticket I can add data to a custom field on the form, however that same information can not be added via the api. The description field can take the data via the api. I used this same data and it gave the following error. {"message":"Invalid Value For Param Internal Comments"} It seems that after 100 char it returns this error. Regards, Glenn
Facebook Account is already configured at the portal level error message
Hi, I am attempting to add Facebook integration via Settings > Social > Facebook page. Upon logging into Facebook I get the message: "Facebook Account is already configured at the portal level. Please delete the Existing account and then try adding here." I have no idea where to find this, I have looked everywhere with no mention of it. I did add my account earlier but it didn't pickup the pages correctly (only my main account), therefore I deleted it. How to fix? The whole social section seems buggy.
API Zoho Desk - Limit in 100 with a field of 255
Hello, we are working with Zoho Desk API and we have a customField named "RMN error" Text of 255. When we update it via web, in the Ticket interface, goes well, but, when we do by the API with PATCH method like this: https://desk.zoho.com/api/v1/tickets/95717000002213003?authtoken=XXXXXXXXXXXXXXXXXXXXXXXXXX&orgId=XXXXXXX { "ticketNumber": "971", "customFields": { "RMN": "RMN with errors", "RMN Navision": null, "RMN error": "NAV account number of Salto Systems HQ must end with -HQ.
Let's Encrypyt SSL
Hi, How can I add letsencrypt ssl to my zoho subdomain? Thank you
Dealing with ticket history of contact who left company
Are there any best practices for handling the ticket history of a contact who is no longer with the account? I would like to delete the contact but retain the tickets in the account. One thought I had was to create a fake contact under the account called "Former Employee" or something and merging each person who left with that contact. Over time Former Employee would basically become a dumping ground for all tickets from people who had left. Any other suggestions?
when sending message in zoho desk the words are all bundled together after sent.
When I send out messages in Zoho they are sent correctly but when you hit the send button and go back and look at the message the words are all bundled together.
email template - notify
When a ticket is received, we have "Creating a new ticket" notification under Group Notifications sending a notification email to agents but would like to see the requestors name ${Cases.Contact Name}, vs the company name? any thoughts?
Reply not sent
Hi, I'm having an issue sending replies to tickets. This is the error I get: Aw, Snap! Your response for the ticket #777 could not be sent since the connection to your SMTP server has timed out.Can anyone from support team take a look at this and let me know what causes it? Many thanks, Yasi
Api search via #123 ticket number rather than id
Hi is it possible to search for a ticket via the #123 ticket number rather than the i.d number.
Can we have a have a separate Cancelled status for Tickets?
Hi, I noticed on the Ticket Status field that it only has 2 main Status options - Open or Closed. It would be best if we have a Cancelled option that's not categorized on either, for emails such as Spam, email alerts etc, which are not valid concern nor issue. There are a lot of scenarios wherein auto created tickets are not appropriately tagged as a closed or resolved ticket. Now, the system does allow us to create custom status, but we need to choose whether it's considered an Open or Closed status.
In Zoho Desk using API calls is there an easy way to query the total number of tickets?
If I knew the total number of tickets, I could keep looping, retrieving records till I reach that limit. Or, What would be the most efficient way to loop though making multiple record requests until you have retrieved all of the tickets in the database? Thanks,
Problems when renaming a value on a Pick List field selection
Hi, I have a list of values under a custom field pick list (under Tickets) , and when I needed to rename one, I noticed two problems: Scenario: Under Custom field Account Name H-P, I had a value called NIYAMA by Per AQUUM, now I replaced it with Niyama Private Islands Maldives. 1. It did replace it on the custom field pick list, but not on the actual selection when creating / modifying a ticket Pick List under Settings: Pick list selection when modifying a ticket, the NIYAMA by Per AQUUM should
was working fine but now support subdomain falling into a redirect loop and currently inaccessible
HI Zoho team, My support domain was working fine till i noticed yesterday that it has become unavailable from any device on web. site: help.autolush.com Can you please check why my help/support domain is currently in accessible because of too many redirects? The CNAME record has been correctly setup to point help to desk.cs.zohohost.com The domain also has been mapped again in zoho helpdesk. Thanks AL
Zoho Desk API Help
Does anyone know of a company that can help us with a fairly simple migration of xml data formatted tickets from one CRM into Zoho Desk? The export is coming from CRMDesk.com and we wrote that export tool.
Trigger a rule when a specific field changes
Hi there, Is there a possibility to trigger a rule when a ticket field changes (for example, the due date is manually set a day or week later than the previous value and the contact needs to be informed about his)? At the moment, I only see very specific options in the criteria fields, like "is", "is not", "before", etc. but not, "Changed". If there's anyone with a workaround for this, please let me know.
Export Report Data to EXCEL in formats for currency and date
How do you convert report data to EXCEL export spreadsheet with cell formatted for currency and date?
Related articles
Hi, We have created multiple departments which are distinct from each other. Each department has some articles for help center purposes and each article shows list of "Related Articles". Problem is that the list of "Related Articles" has articles from different department also which is irrelevant. Can we show same department articles only in "Related Articles"? Thanks Humanital
Help
I have a ticket assigned to an agent, but another agent closes the ticket, how can I know who is the agent that closed the ticket, because in the interface is still showing the agent who had it assigned? Regards Orlando
ZOHO Dest and Advanced Analytics
Good day all, I have subscribed to Zoho reports in order to be able to create more advanced reporting, we currently have 4 Zoho Desk licenses, but only one Report. Do I have to have a Report license per Zoho license or one license is enough keeping in mind only one user will be creating reports. If I have to have a license per user how can I reassign my license to the user who will be creating the reports. Can someone explain how the Zoho Desk and Report licensing integration works Thanks
Cannot create tickets.
Hi, I'm testing ZohoDesk, and my users (customers) cannot create tickets any more using the web portal. They got: cannot create a ticket" Thank you.
Embedded webform attaching files but does not show on UI
I have an embedded RTL form, when user is attaching a file, the form still looks the same. It does not show that the file was successfully uploaded. Instead the users see no change at all on the form. See previous thread here Did I miss another part of the code?!
SSL Error
I am trying to setup Zoho Support on own domain support.ripplio.com. But having following SSL Error (I am using Chrome): This is probably not the site you are looking for! You attempted to reach support.ripplio.com, but instead you actually reached a server identifying itself ascommunity.wattio.com. This may be caused by a misconfiguration on the server or by something more serious. An attacker on your network could be trying to get you to visit a fake (and potentially harmful) version of support.ripplio.com.
Telephony Integration
In May at Zoholics I attended a seminar titled: Zoho Telephony Platform: Jive. I don't see the Jive options in Zoho Desk. How is that integration set up?
Change from email (alias email address)
Hello, We registered a new domain companydomain.com and we are currently using aliased emails temporarily, so a few users have gmails and the registered domain allows forwarding the emails to their gmails respectively. We'd like to setup Zoho desk From Address to also use companydomain.com domain, but when clicking the verification link which is sent to support@companydomain.com (and according to our current setup it is automatically forwarded to support.xyz@gmail.com), but it still shows Not verified.
Update fields automatically
Hi, is there any way to do the following: I have a numeric field ("Support Hours") associate to the Accounts , this field is the maximum support hours that this customer has. Each time the customer opens a ticket the support agent update another field (time spent in the ticket). What I need is, automatically, detect when the time spent in all tickets of Account is greater than "Support Hours" field. Is it possible to do this in Zoho Desk? Thanks for your help
How to change login url for remote authentication zoho desk without changing auth key?
Dear Team, Please assist me in changing the login url of remote authentication in zoho desk app without affecting the api key. Thanks, Priyanshi
Upload attachments from the cloud
Have you ever found yourself in a position where you’re trying to get files out of the cloud and attach them to records in Zoho Desk? You probably end up having to download the file to your computer first and then attach it once again to a ticket or an article. Not anymore! We just sneaked in a new feature called "Cloud Picker" that allows you to create a direct connection between your cloud storage service and Zoho Desk. With instant access to your cloud-based files, you can attach them to Zoho
Report of SLA violations
Hi, I'm trying out Zoho Desk. One of our key criteria is to produce a report of all SLA violations. I have created a summary report with columns for SLA Violation Type and SLA Name (plus Account name, Ticket #, Ticket Owner, etc). The one thing I cannot get to work for me is the SLA Name. It is always just a dash "-". I expect this would come from the SLA name used in the Escalate SLA, where I have created a SLA by following article creating-and-using-slas. Can you help me? Steven
Location loading
We have a problem with loading of location information at side. When we want to see information about a locaties at a client we only see a loading picture. Do someone know something to solve the issue?
Can we have a fresh start for ticket numbers
Hey so we were testing the ticketing portal and imported some hundreds of tickets. We went on to delete the tickets and import a new batch of tickets but the ticket numbering did not start off fresh. Is there a way to start with again from 0,1... when we delete all the tickets? Thanks, Aniket
Zoho desk integration with third party helpdesk system
I have the following question and would need some advice: * We currently use a shared inbox in exchange 2016 (itsupport@) * We have two extra (external helpdesk solutions) * We would like to integrate all the helpdesk into one solution. So how could we support following scenario: * User is sending email to our itsupport@mydomain.com address => Creates a ticket in Zoho Desk * Agent looks at the ticket and sees that it should be solved by external party * Agent updates the ticket and sends an email
View showing Accounts that have users?
Would like to create a view in Accounts like I can in Contacts using isPortalUser. What are my options? Regards, Glenn
Deleting/Changing endusers
Please advise how I can deleted deactivated end users and how can i change an end user to an agent.
Customer facing link
Can you direct me to where I can find the URL I would use to get my customer from my website to their tickets in the system? I have poked around some and searched but I must not be asking the right question.
Too many redirects
In attempting to go to my own support portal page via my iphone today, I got an error from Safari saying "Safari cannot open the page because too many redirects occurred." What's up with that? https://support.turbosaquatics.com/portal/home
closing account
I wish to simply close my account. But system will not let me Settings Manage your preferences and access information. Close Account Delete permanently all the services data and account information, which cannot be restored in future. Your account is part of Business Organization : "aartprint". Please, contact your organization administrator (aartprint@hotmail.co.uk), to close your account. Eventhough I am logged in as aartprint@hotmail.co.uk It seems like system is designed to not let you cose
More Descriptive Error Reporting
I was using the API to create tasks and received a 500 error when i mistakenly used the zuid instead of the id in the owner field. This was not very descriptive and took me a little bit of testing to figure out which field was the problem. would it be possible some more descriptive responses when things fail like this? Thank you!
CNAME problem
こんにちは ドメインにCNAMEを追加し、「customer-support.zoho.com」と指定しました。 私は "https://desk.zoho.com/support/nicoco"をリダイレクトできません。 今私はそれをデフォルトに戻すことを好むでしょう。 ありがとう、
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