How do I grab the thread in a custom function?
I need the sample code for grabbing thread content from an email and put it in ticket description. Do I need to make an API call for this? When I tried making an API call for the thread content, I got an error for: {"errorCode":"UNAUTHORIZED","message":"YouEmails Are Not Creating Tickets
Hello, we have a support Desk for our warranty division and, as of recently, is not generating tickets from emails sent to it. We have Email Fetching enabled and our mail trace shows successful delivery of the message from the sender to the recipient.Parent Child extension
Do you know if this extension allows for Parent-Child relationships to be listed on the main page. For example, can we have the parent listed, and the child listed underneath it. For example Ticket #475 is a child to ticket #502 but I have no what ofIs there a Workflow Rule that can Auto-Gen Account Name based on Customer Email?
Hi, I'm very new to Zoho Desk and don't have much of a developer's background. I've tweaked with workflow rules, but can't seem to create one that can auto generate the Account Name based on the e-mail from our clients. Is this difficult to create and apply?Adding Multiples of the same Product to an Account
Hello I have added all of the products I sell, I do not wish to add each individual product with a serial number because I will not be able to report all accounts who have Product 1 etc. My accounts may have 5 x 'Product 1', 3 x 'Product 2' etc. I cannotIntegration with Zoho Books - Item Selection
Is there a way to specify the item in Books when creating an invoice from Desk? Right now it puts in the ticket number and subject in the item field. It would be much nicer to specify an item, for example "Help Desk", which has a price list for each customerSpecific Email from Outlook to Zoho Desk Ticket
Hi All, Can anyone help me please? I am trying to forward or automatic send an zoho desk tickets from my outlook if I received email, but with specific email address only.Pop-up custom function
I am trying to create a custom function in zoho desk to generate a pop-up or message to slack as soon as an agent makes a public comment using internal naming information. I really struggling with zoho's deluge script. Should I be using a webhook or is there another way to do this?Zoho and Slack integration
Hello, Can someone please tell me where the numbers from this stats come from? This is the extension of slack and zoho desk. I get this notification every day at 10 am CET in my slack channel but those numbers are not from daily tickets. That is wrong.Pictures in Attachment dont open while using FireFox as an Agent
When a picture is attached to a ticket, the agent who is using "FireFox" as a browser cant open the picture. When clicking on the picture it will not load and just show an infinite loading spinner. Downloading the picture and open it is working only clickingAuto-Assign from an email reply
I believe I have seen similar requests, however, I don't believe that there has been an affirmative answer. When I get an email from the Desk as an Agent and I reply to the user from my Outlook email client, the ticket is not automatically assigned toTrigger Workflow only contacts from a company emails into ticket
Hi Zoho Team, I am trying to create a workflow that updates information on a ticket which is working fine in terms of the updating. My issue currently is I only want this information to update when an email is sent in by the ticket contact. For example:Make a ticket unable to close if a field is not populated.
Currently we have a system in place that automatically E-mails our ticketing system to create a ticket when we have failures. When this ticket is created we have an empty failure field. Our developers will pick up these tickets to fix the issue. Currently,Can't delete a state from the blueprint which isn't used in any tickets
I'm getting a warning that a state which is currently associated with a ticket can't be deleted when I try to delete a state from a blueprint which isn't being actively utilized in any of the tickets. I have created a view which specifically checks allWhat CSS codes do I need to change visual elements in the Help Center?
Hello, We often get requests from customers to change or remove certain elements within their Help Center template. With the help of other discussions here on the community page I managed to remove elements or make them invisible, so that's a great start!Export KB articles with URL/Permalink
Is there a way to export a list of articles along with the URL/Permalink?Suggestion : link KB with Accounts
Hi Zoho teams. I think it could be good to link KB articles with : accounts in order to easily find articles dedicated to some account specificities. I tried to use tags , but tags are free text with not easy way to retrieve it directly from ticket or list article for one tag. Tickets : It would be a good way to measure usage of KB directly from ticket when we don't need to copy/paste KB in solution. And : Great Tool , keep going !how can i delete a forum from Community?
Hello, I couldnt delete the forums that i didnt wanna use it anymore. i could just do them disable.The Customer Experience Workshops are back in 2023!
Hello, can you see my screen? Can you hear me? This is a phrase we've all been saying more often than "good morning" over the last couple of years. Well, now it's time to re-connect in person. We're excited to invite you all to the CX Workshops we'veDepartment wide signature
It would be great if an admin could apply the same signature for all agents. Much easier and less chance for error to have one person manage the signature.Can you get "current ticketID"?
Hello I want to create a script that will create a product record. The script will be run from a blueprint and the name of the product should be fetched from a custom field. I can run this code and get the custom field value I want, but this code requiresUpdate thread with Zoho deluge
Hi, Is it possible to update a thread (mainly the cc fields) using a custom Zoho Deluge function? Thank you in advance. Best regards, JesseMerging Ticket Idea
When a ticket is merged, the old ticket is deleted and no longer in the system so this can be confusing later down the road. I was thinking of ways to better see these merged entries would be a label on the ticket interface that would say this ticketSetting Auto-Reply to Emails and Support Tickets During Holiday Hours
Hi, I need to be able to send an auto-reply to any emails or support tickets that come in during our December holiday hours, letting our customers know we are unavailable. Preferably this can be something we switch on or off quickly as we won't be gone the whole day for some dates. Please assist urgently. Thanks : )Automatically end WhatsApp conversation
Hello, I am trying to automatically end conversations in "IM" module specifically WhatsApp conversations. Is it possible?Zoho Portal not displaying right text on own questions
Hi team, I asked a question earlier today and, when I opened back later, I realised there is a small mistake on the text that displays at the bottom of the post. Right now it reads: "You've this question". When it should read: "You've asked this question".Activity due date based on business hours?
Is there a way of creating an activity with the due date set in business hours instead of calendar hours? One of our use cases is as follows: a ticket is created for a new product order, the order gets dispatched, we need to automatically create an activityRepetitive Tickets in Reports
Hi All, When I try to create a report, unfortunately, some of the tickets repeats in the report and I could not find the reason for it. Please see the attached picture. Did you encounter the same problem before? What could be the reason? Thank you forPlease stop asking me to enable notifications
I've disabled all website notifications via my browser. Every 24-48 hours Zoho Desk decides that it wants to pop up a javascript widget asking me if I want to enable notifications. Please fix this so that Zoho Desk remembers the users browser notificationDemo Clips
for the Zoho desk, are there any Tamil demo clips?Plan for LINE and WhatsApp chat setup
Hi, Just Subscription ID: RPCW2003587282904 Express Plan for 1 agent. But still can not setup for LINE and WhatsApp chat. My boss want to feel and know about this, before we purchase Please help Stanley Mobile: 9889 3983Social | Instagram
Hello as shown in the below picture there's private messages section for FB & there's Twitter direct messages but there isn't one for Instagram, is there a fix for this issue?Insert email template on replying
Hi, I'm trying new version and have little trouble. How to insert email template when reply ticket? In the previous version, the Template button located in front of Bold button. Anyhow it disappears in new version. Do I need to setup any thing? Thanks!Category versus Classification Fields
Hi! Typically, what is the difference between the category field and the classification field? We are an insurance agency. Tickets are usually around requests for service of policy, claims that need turned in, request for re-shopping a policy, etc. CategoriesKnowledgebase tooltips
Is it possible to add a tooltip to a word or phrase in the text of a knowledgebase article. Kind of like the "link" but do a mouseover tooltip? Even if it means adding HTML?Mass Email
Hi Team, Unable to sent bulk emails to all customers together. provide bulk email facility.Voice message recording on trouble ticket.
I see the recorded voice message automatically assigned to a new trouble ticket. I can click and play the message when accessing my account from a browser such as Chrome. How can I play the message from my iphone? I tried forwarding the ticket to my gmailChange Color of Support Portal Button In Emails
Hi when we have email notifications go out for new tickets, ticket replies, comments, etc. the emails contain a button that links back to the support portal/Customer Portal Ticket. Currently, that button always shows up in green. Is there any way to customize the color so that the button is in line with our company colors. Please see attached image.Knowledge Base
Can you make a Knowledge Base section that's only available to specific outside users, where they would get a login? Or some other method?Zoho Desk to CRM LEADS
Hello ALL, How can I integrate Zoho Desk to Zoho CRM LEADS using specific status? The ticket is Close it will go to CRM LEADS and ZOHO CRM LEADS will not sync any data from ZOHO Desk if the ticket is not Close. Is this Possible?Next 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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How to add footer in the custom widget
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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