product name in Ticket module
Hi Team, please replace search lookup format of product name field in ticket module with dropdown field format. this is very easy to select the product from list. end user can not understand how select the product as its mandatory field in our zoho
Repeated notifications for Ticket/tasks depending on their status
Hi, everyone, For our day-to-day operations, we need the ability to be repeatedly notified about tickets and/or tasks depending on their status. This would affect one of the following cases: 1. A ticket has been open for a long time. 2. A ticket has been
Adding additional records dynamically to a subset of fields
I'm trying to create a service ticket layout which will be passed to a Creator application for Field Service Management (FSM) purposes. We need to be able to define a specific subset of service product fields such as "Service Product", "Service Product Serial Number", "Service Product Warranty End Date" and "Service Product Current Warranty Status". We may need to record more than one of these subsets, in case the customer has more than one product which has to be serviced on their site. It seems
Zoho Desk very slow
over the past few weeks zoho desk has become so slow that it is almost unusable. please address performance issues. Thanks!
Update a bolean field with a custom function
Hi! I want to update the field "isAccountTicketsViewable" from true to false. I have a workflow rule that trigger when the field "Account" of a contact is modifyed. When the rule trigger I wanto to update that field. I write this funcion and mappde ConctaId
Assigning a Ticket to a Team
Hello, I used to be able to assign a ticket via Zoho Desk to a Team. I just recently realized I no longer have the option. Whenever I try to assign a ticket, I can only assign agents and no longer have the ''Team'' tab. I'm unsure which settings relate
Can't update User
We have some users setup as Light agent that we would like to upgrade to Agent, but that option is grey out in our setup page. Thanks.
Zoho BugTracker Integration - Sync Additional Fields
We've started using the integration between Zoho Desk and Zoho Projects (Using BugTracker to link Issues). The one big drawback we've seen is that not much information from the Desk ticket makes it into Zoho Project Issues automatically, so the agents
Customer happiness rating on closed email tickets ONLY
How do I send a customer a happiness rating on closed email tickets only. I tried creating a workflow but it is not working. It still sends on all closed tickets.
Forum Text Formatting
Hello, I'm not sure where the best place is to post this... It appears that there's some forced formatting that occurs whenever a message is posted in the forums that removes any spaces or tabs at the beginning of each new line. As someone who occasionally
Remote Assist link at the bottom of the ticket missing when blueprint is active
We normally have the Remote Assist link at the bottom of the ticket but since we have been experimenting with using blueprints I've noticed that the Remote Assist link is gone when the blueprint is active. Is there any way to get the Remote Assist link
Edit Customer Ticket form
Hi, Can we edit /modify the Customer Ticket form to provide some inputs for them to minimise the Entry. Also can we remove the verification part. Also We are not able to get access of helpdesk@vijtech.zohosupport.com email as need the Gmail verifica
Get Tickets for a specific date
Is there a custom function or api that I can use to get ALL Tickets on a specific date? Currently with the List All Tickets API, the most you can get is the 100 MOST RECENT (the default is about 20) for with in the last 15, 30, or 90 DAYS. We get more
Issues with incoming emails being created as Spam Tickets
Hi We seem to be having a similar issue to Alberto in the following topic https://help.zoho.com/portal/en/community/topic/spam-tickets-29-8-2016 Only recently we have noticed that a number of emails from different customers are coming through and this is creating Spam tickets rather than standard tickets in Zoho Support Would it be possible for the Spam Filter to be switched off for ourselves also to prevent this from happening going forward Kind Regards Mark
Business Hours SLA with Round Robin Assignment
Hello! I have asked Zoho Support for assistance multiple times but haven’t gotten a solution so hoping those in the community can assist me. Our business has agents across 4 time zones. I have our business hour set up for each time zone and we assign
Guided Conversation does not work in Help Center when Signed in
When I sign into the Help Center, Guided Conversation does not work. The console.log displays that an XML error indicating that root could not be found. Guided Conversation works just fine in ASAP as long as I am not signed into the Help Center which
Time spent column missing from report columns
If I create a global report from the all departments view and I add time entry to related modules I am able to add the time spent column to the report. If I create a report with a specific department selected then when I add the related modules I do
Deprecation of older versions of ASAP Mobile SDK | Zoho Desk
Hello, everyone. Greetings from Zoho Desk ASAP! In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions
Duplicate tickets
Hi , Sometimes , some tickets are created twice in our desk , How can we solve that problem ? Can we combine automatically duplicate tickets ? Best regards
Is there an API function for the customer to add to an existing ticket thread?
Hi Is there an API function for the customer to add to an existing ticket thread? example, customer puts in new support ticket. support replies and ask for more details. customer replies with more details -what api function is used for this (will add
Ticket Views for All Departments
I have an idea for enhancing ticket views when in "All Department" mode. For agents that are members of multiple departments, it would be great to have an overview of all those tickets but also the ability to filter or sort them by department. For a
ASAP Web Add-On not Visible
Hello, I have created ASAP Web Add-On and when I paste the script on my web page, icon does not appear, however, when I paste the script available at https://www.zoho.com/desk/developers/asap/#introduction icon does appear and when I tried putting in
Zia Reports
Hi, We just implemented the ASAP Add-on with Zia Bot enabled It would be incredibly helpful to get a log of 1) What questions were asked by users 2) how many results in a successful/unsuccessful response 3) What was the rating provided for each answer by user 4) Who the user was This will allow us to see if Zia is indeed helping users or frustrating them with poor answers. In addition, it will help highlight articles that we are missing in our knowledgebase that we need to write to address questions
Multiple filters on report
How can I add multiple filters to a report created in Zoho Desk? I have created a report that lists lists all tickets and associated time entries with a total at the bottom but I would like to add a filter to this report to run against a single account
Does confirming an import override changes since it was imported?
In the import module section there is the option to confirm an import. Changes have been made to some of the records since the date it was first imported. Will confirming this override the data in the system with that from the original import or will
Search body of incoming ticket
I want to set up an automated process that will search the body of an incoming ticket for a specific IP address, and reply back with a template response. I can do this if the information is in the Subject line, however not all come with the info in the subject line. Is is possible to search the body of the incoming ticket for any info or keyword? I have tried to use the search Description however that does not search the body of the ticket. Is this possible? Michael J.
Display-enabled Department does not show in Help Center
Hi. We have an existing Department which is set to be Displayed in the Help Center. However, it does not show from the Help Center. Kindly advise. Thank you.
Unable to process request
I have not been assigned a default support email address and when I try to create one it says unable to process request. It is very annoying!
Fetch all tickets with API
I want to get all the tickets from Zoho desk, because the API is limited to 100 tickets on each call, I will fetch the data from script, Is there a way to confirm that I got all the tickets? maybe with ticket number? When I try to fetch 100 tickets
Task Categories
Hi Is it possible to customise Tasks, as a minimum i would like to add more categories to the Call, demo etc that are there
Help Desk Community Per-Forum Posting permission based on role
Background: My Company is setup that we have 1 department in Desk and thus 1 Community Forum Category within that category we have multiple Forums (sub-categories). We would like to make some of those forums (sub-categories) a forum that delivers official
Can We Use Campaigns or Marketing Automation to Email Trending Desk Post
Hello, Has anyone setup a way to email customers a Zoho Desk Community Post Digest or Trending Post Email? Basically what i would like to do is email my customers on a weekly basis with a list of new or trending zoho Desk Community posts so that my
Display issues inside outlook
There are display issues with the customer happiness rating buttons within the Outlook Desktop app. The problem does not exist within the web app, which is nevertheless critical, since Outlook as a desktop app is very widespread and is used almost everywhere
Desk API - Reports
Hi, Is it possible to download the contents of a custom report through the Zoho Desk API? We need to be able to export all of the ticket data (header, threads, comments, resolution, time, etc.) so that the data can be used in our 3rd Party Reporting product.
Development Cycle of Desk?
While I'm sure COVID put a hampering on anything productive as it did with most companies, I'm kind of getting worried about the lack of development/fixes/feature requests when it comes to some Zoho products, but more Desk since myself and our team are
CC'd users receive reply from help center?
Hello, Users who are a CC on tickets are not receiving replies sent by another user from the help center. Scenario: User creates a ticket through the help center with 2 CCs on the ticket. User later replies all through the help center. CC'd users do not
Restrict voting in Community
Hello! It's possible to restrict the posting and responding in a community category (very nice). I would like to also have the option to restrict the voting. For example, all users can see the posts and vote but the posting and responding is restricted
Desk Help Center Community Post Link to KB Articles
As a support agent who is monitoring the community for my company. i want to be able to respond to posts and post comments with resolutions. however, often times the resolution to a post will already exist as a knowledge base article. I would like to
Assigning Tickets not working
This is a new issue in the last few days… We open a newly received ticket and in ticket properties, nothing happens when we click Pick and same issue when we try to assign the ticket to someone by clicking their name. Please advise.
Telephony Integration between Zoho Desk and Wildix
I activated the specific integration. It would be really useful if it would work not only with Zoho CRM, but with all the component of the Zoho One suite. Are you going to extend the integration and may you gave me an exitated time of this extension? By the way the po up regarding the inbound call should appear ONLY when a Lead / Contact / Account exists with a phone number associated to it that matches the calling number, otherwise the pop up is a noice. Best regards Paolo Bocci
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