Customer Portal my area customization
I have had requests from several of our customers to change which fields display and the sorting of tickets in the my area view of the portal. This would be for both my tickets and all tickets view. Is this possible? Specifically they would like to see the ticket priority listed and be able to sort on that or any column. Exporting of their ticket list has also been requested. Dave
More than 6 months reports
Hi, currently I am using the free version of Zoho Desk and I only have reports from last 6 months. I would like to upgrade to Enterprise release in order to have multi-brand portal and other features but I do not know if this release has the same limitation of 6 months reports. Is it possible to create reports of more than 6 months in Enterprise release? Many thanks for your help Samuel
Re-open closed account
Hi. I have a closed account that needs to be active again. What should I do? Kind regards,
wrong domain mapping
Dear Support Please help me to reset to default asap BR Calvin Li
Domain Mapping has locked us out of our Zoho Desk account
We applied the incorrect url during our domain mapping and are now locked out of our ZohoDesk account. We have no accesss to ZohoDesk log in credentials or UI. How do we gain access to our account to make the corrections?
Reach us through our official support channels
Dear Customers, Thanks a lot for choosing Zoho! Our applications are built to help achieve your day-to-day business goals. We are committed to engaging with you, to understand and develop solutions that enhance your productivity. We are happy and ready to help you use our services efficiently. Understanding and avoiding fake support Just like using popular bank names and financial applications for phishing purposes, using Zoho and claiming to be providing support for Zoho services with false contact
Domain Mapping Issue
I checked this KB link : https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain-domain-host-mapping I am pointing my domain with IP address and not managing DNS on my server.My Domain is with godaddy. As prerequisites says needs to have subdomain , that i created on my server using cpanel. After that it suggested that i need to create a CNAME and point it to the said host.I did that as well. Now its not pointing to my support page.I tried to put domain like support.DOMAINNAME.com
Problem adding a new agent for existing email id
Hi, I can't add a new agent because it is giving the error: Email already exists. Please choose a different email id. When I search the desk using the email id, a customer profile exists for the ID. So could you please make the necessary changes asap. Thank you.
Direct Link to a ticket
I am trying to find out how to create a link that will take me directly to a ticket specified in the link. Can you let me know how to achieve this please.
Signing up for free version
I signed up to see the free version and got an enterprise trial instead. Is there a way to switch it to the free version?
API problems
Hi guys, I'm having a problem with the API trying to create a ticket. I'm just getting the response array(1) { ["message"]=> string(35) "Error while processing your request" } array(26) { ["url"]=> string(36) "https://desk.zoho.com/api/v1/tickets" ["content_type"]=> string(30) "application/json;charset=UTF-8" ["http_code"]=> int(500) ... } which doesn't shed much light on what the problem is. I have tried running a post request on the same url (https://desk.zoho.com/api/v1/tickets) from a request
Get CRM ID from Desk Contact with API
Hello, i have over 7.000 Contacts in CRM. This Contacts are Pushed in Zoho Desk every hour via the Intergration. I have a custom Mudule in CRM with Contacs linked in it. now i must create Tickets over the API with these in CRM stored Data in Zoho Desk, with the Zoho Creator. My Problem now is, that i cant link the CRM Contacts with the Support Contacts with an ID. In Reports i see the field "CRM ID" in Zoho Desk Contacts, but i cant get this over an API Call. what i get if i seach in the Desk API
disabled agent cant be a customer
I am new to this ticket system. I sent an invite to another email address of mine and realised that invite was to be an agent. I then found that using that email address I cannot be a customer. Is that correct if an employee was relived of agent status they could not order service from me?
How to Instal Service Desk Plus In windows server 2016 Core
Can it be ?
Can't visit the Desk Dashboard
After logging in, I am trying to access Desk but it is just refreshing again and again. Do we have a problem?
No me importa los contactos
Hola! cuando quiero importar los "Contactos" no me los importa. Hago todo el procedimiento y me dice que se han importado, pero no lo veo reflejado en el Zoho Desk. Tambien hay varios campos que no me deja seleccionar para importar, como podrán ver en la imágenes adjuntas. Saludos, Gabriel.
Can only use incognito to login
I am an Zoho Admin and, another Admin who has been out on vacation came back to find some odd issues with Zoho. First, she could not login w/o having to view the Enterprise Plan Trail splash screen (Note: she never saw that before and wasn't sure why she was getting this) then, finally got logged in only using incognito. Once logged in it was discovered her Admin rights reverted back to Agent (non- Admin). Changing the role was easy and solved part of the issue. She cleared the browser cache and
Phonebridge for Asterisk 13
Why is phonebridge so old, it says it's for Asterisk 1.4 but I have seen on this forum that you say it works with asterisk 11, will this work with Asterisk 13 ? Thanks,
Migrating from Sharepoint to Zoho Desk Knowledge Base
I have an excel file with the entire structure of our Sharepoint folder structure. How can I import this into Zoho Desk so that I do not have to manually recreate the sections and sub sections of the knowledge base?
Workflow alert not triggered when update a field
Hi, I try to set up a workflow to alert the agent if a certain field is updated. I set the rule to execute on Field update, so supposedly, when I update the specific field of the existing ticket, that rule should be triggered and send out an email alert to me. However, I didn't receive the email alert. It's not in my email spam, and when checking the history of the ticket, I can see that there's no rule triggered. However, I've done other similar workflow settings for executing on creating the ticket
Define business hours for ticket tracking? (IE Excluding weekends)
Now that we have our entire support staff on Desk we have a KPI (key performance indicator) report setup to track resolution time. However the system takes weekends into account. So if a ticket is not resolved on a Friday and closed early Monday it still reports as 48hrs+ resolved time. Also putting a ticket "on-hold" does not pause the timer either. So say we're waiting on a customer to get us more information the system still thinks it's the Desk user that's taking forever to close a ticket.
Password Reset Email
When users attempt to reset their helpdesk portal password, the email is sourced from the @portal.zohoaccounts.com address and get's caught in our clients spam filters. Is there any way to have the email sourced from our 'from address' which is routed through our mail servers and then doesn't get caught as spam?
Email notifications
We have three agents, however we want the notification email of a new ticket only to go to one. Is this possible? Currently it goes to all 3
Remove sign in page to access community
I need help removing the signin page to access community tab in order to create a topic and linking it to the 'ask community' button on help center homepage.
Printing Knowledge-base
I am looking for a way to cleanly print knowledge-base articles, either from the agent portal or from the user portal. Can this be done? Thank you.
Setting up sync between Desk and CRM
Hi, I was having a look through the Desk integration to Zoho CRM, what I am looking for is what is possible in a 2-way sync between the two programs. Currently we have two different teams, one would use Desk primarily while the other would use CRM. If users in Desk update certain values against the customer and/or account record such as notes (i.e. - customer is now on "Non-Support" as of 23.10.2017 and the status would suit) - can the matching CRM record receive that information and update that
Zoho Desk Reports
I've been running a variety of reports using Zoho Desks reporting feature, however recently I've found that any report with the primary filter of Modified Time is Today, whenever I automate an export, they do not export saying so data is found. In depth it's like this: Advanced Filter is: Accounting is Pushthrough and Case Modified Time is Today and Case Modified By is not IT Admin And I set on the report scheduler to have this report exported at 11:50PM everyday and each time is exports, I am told
Lost email thread: Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds
Then I get: "Content is not available. Please try again after some time." I have logged out, refreshed countless times. How does an email program just lose an email thread? ****edit this is happening on all my open tickets now******
Zoho "Sorry for the inconvenience....feedback form", doesn't work and on my Portal?
I've attached a screenshot of this "feedback form" that all of the sudden shows up on the home page of my customer portal. It's also showing up in my internal desk when I click on Agents under Organization or Users under Channels - Help Center. I tried completing and submitted the form as an agent in Desk and got an invalid URL error from Zoho. If trying to fill out on the portal page I can only add text to the subject and message fields. Clicking Send pulls up a blank webpage....the url is
Not receiving emails / No Contents
Emails are down!!!!! No Contents in current emails! No replies from ANY reps!
Linking article with multiple departments
Hi, Inside Zohodesk knowledge base, I want to link the same article with multiple departments. How can I do that? Is there any negative impact also on website ranking if I do so. Regards, mukesh
Multiple ticket formats
Hi. My company is at the beginning stages of configuring Desk to replace our current help desk ticket system. Our need is to be able to create a different ticket format and required fields for about 15 different internal departments. For example, our real estate department needs a different set of fields for tickets about store maintenance than our customer service department needs to process customer refunds. I have seen a couple of forum topics relating to multiple ticket formats being a future
Pre Chat Question on Website
Is there a way that my visitors can start the chat by simply entering a message without their name and email address?
Support Desk Free Account Issue
Hi There, Recently just set up a Soho free account, however, it has forced me to the enterprise 15-day free trial are you able to place me onto the free account or show me how I place it onto a free account? Thanks, Josh
domain mapping
i need my domain mapping reset to get access to my account email address is castjim70@gmail.com
Zoho Desk Expoorting Account Comments
Hi, We have a customized "accounts" system in our zoho desk from the previous version. is there a way to export the comments on these accounts? I am able to export the accounts themselves, however we have been extensively using the comments as tracking for status. Is there a way to export it as CSV? Best, Andrew
Autofill Customer Portal Form
I'm using Desk. Is there any way to set-up the Customer Help Request template so that it auto-fills certain fields (email, contact name..) automatically? If the customer reaches the portal from our website they will have already logged in on our website and we don't want them to have to login again when they go to our portal or enter their contact info again to submit a ticket. Can we set the template so that On Load it autofills the Contact Name, Email equal to those parameters sent from our
On the Desk Customer Portal, can you link to a webform built in Creator
Several questions regarding Desk: If I use Creator to build a new ticket template for the customer to access from our portal, how do I link to the form from the Customer Portal in Desk? Same question again only with the Adv Webform. Is there a way to disable the pre-existing ticket template on the portal and have customer requests go straight to an advanced webform to submit a ticket? Is it possible to completely remove the Sign-In from the customer portal? I know how to modify the HTML so the
How to create a field "Account" in task module?
Hello world, How can I create a field "Account" in task module? Thx in advance
ZohoDesk API [from limit] ERROR.
I am an autor of this ruby lib(gem): https://github.com/chaky222/zoho_service I found bug in your api: If from from>0, from must be more by one. Here: https://github.com/chaky222/zoho_service/blob/master/lib/zoho_service/api_collection.rb in line 24 here you can see my fix for this bug: query[:from] += 1 if query[:from] > 0 # WTF bug with from-limit on zoho server! Get tickets without my fix (look at id=2580000000046037): url=[https://desk.zoho.eu/api/v1/tickets?departmentId=2580000000007061&from=0&limit=5&sortBy=createdTime]
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