We are experiencing an error when we try to update our ticket.
Please see below error message we receive while updating our ticket.Internal vs external thread
Hello, I am curious if anyone has found a solution to this. In our organization we have both internal and external communication. Meaning we converse with the customers through Zoho desk as well as sales reps on our team who work with the customers. WeHow to add a Job ID to a tickets subject line in ZohoDesk?
Been trying to add a custom field's content to the begining or end of a a tickets subject line with no luck. I've been trying to do it with a merge tag but it only pasts the merge tag not the data in the macro. I don't have any programming experienceTag Management
Hi there, We currently use another ticketing system and use Tags for tickets. In our current ticketing system, we can manage tags which includes; Merging tags Deleting tags Adding tags It's also important for us to limit agents from adding tags (whichZoho Desk not receiving email from outside domains
Hello, We have a few different support inboxes. We've recently noticed that one of them does not seem to be receiving emails sent from addresses outside of our domain. This issue does not appear to be happening with any of the other inboxes. I just testedLoop with other ticket system
Hi! Could someone tell me what should I do when our Desk system sends mails back and forth with other ticket system (e.g. Freshdesk)? What is the best option here? After half of hour we received over 40 tickets... Is there any way to avoid those kindCan Agents use Layouts for a Department that they do not belong to?
When creating a layout, one of the ticket layout properties is "Allow profile users in other departments to submit Tickets using this layout". If this is selected for a Layout associated with Department A, will an agent from Department B be able to chooseerrorType":"invalid"
Hi all, Trying to setup a creator form to create a ticket in desk but getting an error on this section: orgId = 750xxxxxx; department = 606xxxxxx; account = zoho.desk.searchRecords(orgId,"contacts",{"email":input.Email},0,1,"zoho_desk").get("data").get(0).get("accountId");Filter Tickets (views) based on related data
Hello, how can I create a view that retrieves the tickets based on related data? For example, I have a ticket that is linked to a contact person, who in turn is linked to a company. In the company record, some relevant information is stored, such as certainZoho Desk - Macro action is not being applied on all selected tickets
Hello, I have a macro button that executing function to update the selected tickets mp = Map(); mp.put("cf",{"cf_whats_app_message_triggers":"6 month retention"}); update = zoho.desk.update(org_id, "tickets", ticket_id, mp); this is the function, it'sBetter visibility into Zoho CRM Potentials within Zoho Desk
When we have a CRM contact put in a ticket, from within Zoho Desk, I can click on the contact and I can see the display name of the potential(s)/deal(s) linked to that contact in Zoho CRM. But I can't see additional details on the Deal, unless I click the new tab/window button to open up the deal in a new tab. I wish there was a way to specify maybe 10 fields from Zoho CRM Deals module that would display in Zoho Desk without having to jump into a new window to the whole deal. Like a quick card viewNeeded Notification regarding deleted Ticket in Zoho Support
In Zoho Support , When the Ticket is deleted we needed to get notification regarding the deleted ticket or in any other way the admin wants to know about the ticket deleted.It is a security level issue which we are experiencing in our setup. Thanks andHow do we view a customers IP address?
In zoho desk, how do we view the visitors IP address. This should be a standard feature as fraudulent disputes can be countered with a users IP address matching the IP of a purchase, All tickets should have an IP address attached to them. Where can IHow to make rule to filter out some emails from receiving the notification "Receiving a new ticket"?
Good Morning, We are currently using the "Receiving a new ticket" notification rule to provide that auto reply template to a customer that emails us for support. However, there are some emails we don't want to receive this auto-reply. Where can I setUsing custom function with Desk API v1 and OAuth Connection -> Invalid oauth token
Hi, since there's no comment module (as far as I can see) in Zoho Deluge Desk Integration I tried to 1. Creating OAuth Connection for the needed scope of Zoho.Desk.Tickets.ALL 2. Writing this code in custom function (TicketID comes with argument): commentRestrict Automatic Creation of Contacts to Certain Departments (and CRM Integration)
Hi, We've set up integration between Zoho Desk and Zoho CRM, so that we have 2-way sync between Contacts created in both applications. That is, any Contact created in CRM is automatically pushed/created in Desk, and vice-versa. In Desk, we have 2 Departments,Auto Closure of tickets using time based action with regards to organization business hours
Hello, I am currently configuring our zoho desk to be able to close tickets when a ticket was already on hold for 7 days. Our Business hours is set to monday - fridays 9am to 6pm So far, what i was able to do was i created a time based action on rulesContacts not syncing properly from CRM to DESK
Hi Guys! I'm currently experiencing an issue with our Syncing between Zoho CRM and Desk, specifically regarding the Contacts from CRM into Desk following up I'll try to explain the issue as clear as possible in order to reflect my real issue. 1.- We haveDesk incorrectly merging similar tickets
We have a process for offboarding employees. Email comes in from HR to our Desk. As it's a partially automated process from their HR template it has similar subject, with similar people CCed for other departments. For some reason Zoho Desk is mergingHelp Center Portal (Background Image)
Hi Zoho Desk Team, Regarding customization of the help center portal, could you share with me on what is the exact size for the background? Although it says in the Appearance tab with at least 1200 x 630 pixels. But when I upload the image it clearlyCopying help desk tickets to an external Email
I would like ticket notification to an external Email address when new help desk tickets are opened or when a reply is received to our answer. I'm pretty sure this was working for us but stopped. Thanks for the helpAttachment added notify
Hi Zoho team, Is it possible to email notify someone if an attachment is added in the ticket? Requirement is when an attachment is added in the ticket, ticket owner will be notifiedHow to generate Zoho-oauthtoken for Google Sheets
Hello, We are trying to send a Zoho Desk ticket reply from a Google Apps Script. We are stuck at generating the Zoho-oauth token mentioned in the Zoho API documentation. First, we started by going here: https://api-console.zoho.com/ From the available options, we chosed client based app: But on the next step, we don't understand how to fill in the fields: Again, we are trying to use Zoho Api from a Google script (https://script.google.com/......) that will be run when we press a button in a GoogleTickets without registration
Hi, would it be possible to give customers the opportunity to be able to read their tickets without registration?Multiple ticket layouts in Zoho Desk
I am trying to create additional ticket layouts for a Department in Zoho Desk, but I do not have a button to create them. I have found multiple references to this being a Beta feature that must be activated. Can you please advise if this is still theEmail Deduplication for Zoho Desk
I'm currently evaluating Zoho Desk. Everything looks good, but we have some services that auto-email our support address once per hour if there's an issue. The subject line is identical between these emails, and I'd like to see them auto-merged whenWeb Browser Error Encountered by Users
When our user is logging a ticket via browser, she is receiving this error below. Kindly refer to the error message and sample screenshot. Already advised to clear cache of her browser. Insufficient privileges to perform this operation. Please contactCustomer Response to ticket not pushing ticket back to top
Hi, We have noticed recently that when a customer responds to a ticket that this ticket does not get pushed to the top of the queue so often are agents are missing the responses or having to go back multiple pages to find the ticket. Is there any wayNeed to sort tickets from the account view
I would like to be able to sort tickets by status or date while viewing an account.Ticket sorting in HelpCenter
Hello ! Is it possible to create a filter in the HelpCenter in order to sort the tickets by its state? That feature would be very useful since our clients will be managing a lot of tickets, and they need to sort them. We already have a feature in ZohoInclude Secondary Contacts (CCs) on Workflow Alerts
Hi There, We use the Supervise Rules and Workflow Alerts to send automated messages to contacts in Zoho Desk. Most often, we are sending the ticket contact (our client) a reminder that we are waiting on their reply to our most recent message. The problemShare Link to Ticket and Paste To Ticket does not always work
Like the title says, sometimes I click that little link icon in the sidebar and it works fine, other times nothing happens. More often than not, nothing happensReassign and Delete Team - Closed tickets are also processed!
Hello, when I try to delete a team I get the following message: According to the message, open tickets and open tasks have to be linked to another team or to an agent. However, when I perform this action, closed tickets are also processed according toIs there a way to show Contact fields on the Ticket details view
Hi, I would like our agents to see Contact's custom fields right in the Ticket details view. Right now they need to click through to the Contact details to see. Is it possible?Zoho Desk associate accounts with contacts
https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_Associateaccountswithcontact - API method // paramMap = Map(); dataList = list(); rowMap = Map(); rowMap.put("id",Account_ID); rowMap.put("isAccountTicketsViewable",true); dataList.add(rowMap); paramMap.put("data",dataList);Zoho Desk and Schedule Services Zoho Bookings
Hi, I am using Zoho Desk as a ticket system and Zoho Bookings to schedule different services. Zoho Desk is my nerve centre and i would like to use Desk to invite the ticketcreator to book a Services in Zoho Bookings. Example. I am having a Service calledExport KB Articles
Any updates when we can get the KB articles exports to show the tags and not be corrupted?How to sync Desk & CRM contact via api
Hello, Is there is a way to sync contact in Desk using for example CRM id, like what we have in Zoho Books "Import a customer using CRM contact ID". I know that there is Integration in the marketplace but this is not what I'm asking for or what I need.Set custom header on webhook request
Hello everyone, I am playing around with ZohoDesk webhooks and I would like to know if it possible to add one or many custom header(s) on the request. The webhook is connected to my API which requires a oauth2 token (bearer). I am currently unable toIP Addresses for Whitelist
Hi, Where can I get a list of the IP addresses I need to whitelist for accessing Zoho Desk? TIANext Page
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Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-childAutomation #3 - Auto-sync email attachments to tickets
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Most of our customers use emailUse color coding for picklist field values to enhance visual representation
It's easier and more efficient to manage a large volume of data in a ticket or other custom module records, such as ticket priorities and issue types, when you apply clear visual distinctions through color coding. Color-coded picklist fields allow usersTrack individual and team performance with essential KPI metrics
Hello everyone, Dashboards provide both real-time overviews and detailed summaries of important business data that support strategic analysis, planning, and decision-making. They provide a snapshot of the team's progress resolving tickets, performanceAuto-assign ticket to the agent who closes the ticket
Hello Everyone! Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensure
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I am creating my custom widget for ASAP integration in Moodle as i only need knowledge base and submit a ticket there in the moodle, There was some translation issue in default module widget now i found the way to create separate widget and show in theUnable to change the "credentials of login user" option when creating a connection
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,Request for Custom Script Support in Help Center
We would like to request the addition of custom script support in the Help Center, similar to the functionality provided by Zendesk. This feature would allow administrators to customize their Help Center with scripts for enhanced functionality, such asHow to add Zoho Desk ASAP to an Angular application
We are currently trying to add the Zoho ASAP widget to our Angular application. We have some questions regarding this process. What is the proper way to add the Zoho ASAP widget to an Angular application? Should we just put the embeddable script insideAnyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!
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Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, GreenEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-importantLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
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