Permissions Management for Required Fields
I want to be able to allow some users to edit some fields on accounts or contacts, but not other fields. It seems I am unable to set reader permission on the Account Name field and as a result the end users will need to be read only because we cannot
Public Dashboard Question
When accessing Reports > Dashboards there is a grouping called public dashboards. I don't see any documentation on what this means. Can you please let me know what public dashboards mean?
Invalid API Key
More than 1/2 our user base has not been able to get into our ZOHO desk app today. This morning out of nowhere users are getting the following error: {"result":"failure","cause":"Invalid APIKey"} I already put a ticket in this morning at around 8:30-9:00 and have not had a response, ETA, or any other type of information. What is the cause of this error? Nothing has changed on our end and it was working fine the previous day.
Email to all contacts, e.g. notification about downtime
Is it possible to write an email to all contacts which are signed up to the help center for example to notify my customers about a maintenance or downtime or change? Regards
Zohodesk Advanced Web Form redirection problem
Hi, I am encountering web form redirection error. Once user submits the form, the form will then create a ticket but do not redirect on the same web form. as the instruction specified, if we want to redirect on the same form, we should input asterisk
Make a read only version of KB permalink available without a login
Is it possible to publish a permalink on a Read-Only mode to users without a login. Anyone wanting to engage (Comment / Like) on the link needs to login, but for users, who are outside and need it for a handy reference, is it possible to view the link
Making Attachment mandatory when sending a ticket
Hi guys! Is it possible to set the Attachment as mandatory when creating a new ticket? Or even making it mandatory conditionally would be the ideal, as in "If this field is "xxxx", then an attachment is mandatory". I found this for all other fields and it works great, but I couldn't find the option for the attachment. Thanks!
Hiding a ticket from account
Hello, We are looking for best practices around making a ticket "internal". Our customers are able to view all tickets associated with their account via the help center. However, we have multiple scenarios for tickets that need to be aligned with the account, but "hidden" from contacts within the account. I noticed an idea to use another department and make it private, but that requires a bit of administration overhead, especially around reporting and ticket movement. Ideally a checkbox indicating
ticket not show
ticket 108 is not show on page all ticket
Email template translation
Hello! Can you help me to understand how to translate email templates quickly from English to my language (Italian)? I have over 10 departments and there are about 70 Email Templates per department. It looks like a huge job. Is there an alternative way
Views accessible in multiple departments
I've noticed views are specific to department. This makes sense for tickets, but for stuff like contacts and accounts it's somewhat confusing to have to recreate them for each department, and then they disappear all together when you select all departments
Ticket reassignment to original ticket owner
Hi Zoho team! Is there a way to reassign the ticket to the original ticket owner? Like when ticket is newly created the ticket owner is Agent1, when i created a workflow to assign the ticket to agent2 when status is In Progress But in For Closure status
Emails that have multiple contacts in cc
Hi there, I am thinking about using desk to manage all emails that are sent to our project management team. Often there are multiple people included in the emails, more people from the customer and more project managers from our side. When this happens
Automatically prevent some contacts from being CC'd
Is there a way to automatically remove certain contacts from the CC of a ticket? There is one email address which is included as a cc on several tickets, however we would like it to not be included in future correspondence, so we would like to automatically
Feature Request: Add an Agent View tab on Agent Management Screen
Please add another tab that shows full agents. Currently there is All Agents and Light Agents. It would be great to see a list of agents that are not Light Agents.
Get all tickets with zoho desk API
- How can i get tickets based on grater then specific date (e.g url/api/v1/tickets?where created time > 20/07/2021) ? - How can i get the 'Agent response time' with API call ? - Can i get tickets based on offset ? Thank you.
Draft Email Reply Using Template
Hi, I searched and searched but to no success. Is it possible to draft an email reply and use a template for that? Using custom function, of course. Thanks
Ticket Auto-close by requestor reply (email)
Hi Zoho Desk Team, Is there a way to close a ticket via keyword when requestor replies something like "close ticket" Apparently the only option available in the workflow criteria is the "Recent comment" Assuming that the only option is through custom
Automatically complete a task as part of a blueprint transition
Is there a way to complete a task as part of a blueprint transition? For one department, every case gets a list of tasks. It would be nice to complete these with the related transition, however when I add this when completed, it just adds another ta
Webform ticket
Hi Zoho Desk Team, May I have a detailed information about this line? And what does this mean? This ticket is from the webform Thank you.
Parse info from email to Zohodesk fields
Hi We have a support form on our website that sends an email to the zoho desk, as follows: Request_Type: Maintenance Source: Website Submit_Date: 16/12/2019 Submit_Time: 11:59 Contact_Name: Jane Smith Contact_Email: jane.smith@customer.com Building: 'Building
Add contact to CRM without two-way sync DESK
Hi, For our company we cannot use the two-way sync DESK <-> CRM, because it will fill our CRM database with loads of unusable leads/accounts. Therefore we have set the sync to one-way. Though, in some cases we WOULD like a new contact to be added (to
Customize a task that is auto created from a blueprint transition?
I have a blueprint where one of the transitions creates a new task attached to that ticket. I would like to be able to customize that task with input from the agent during the transition. Is it possible for the agent to enter info that is added to the
ZIA for Desk in EU
Hi! When ZIA for Desk will be available in EU?
Make an ITIL/ITSM system, add Assets tracker and so on
Dear Zoho Support team, I know you corporation has very interestring services and products on: http://www.manageengine.com/ I'm very interested in ServiceDesk Plus functionatily, such as: ITIL/ITSM ready, Assets tracker and other things: http://www.manageengine.com/products/service-desk/help-desk-features.html
How Do you Post in the "Announcements" Category
Our Zoho Desk has an Announcements category, but I cannot find anywhere inside Zoho desk or in the Community section to post in the Announcements section. Is this because we are using "Remote Authentication" to login our users, so when I login to the
Help Center re-invitations cause the contact record details to become emptied and contact name to be changed
I was correcting a message draft and I had to re-invite the contact to our Help Center because the response was referring to a service instruction which was published in the Help Center. After the re-invitation the contact name has turned into "Anonymous 4" (This issue did occur 3 more times in the past) and all of its details has been deleted. Also the drafted message has turned back into its original content. I did work on this draft at least for about 10 minutes. (I had saved the modifications
Support Email addresses getting notification emails
We have several of mailboxes set up that forward to Zoho Desk, but they are also the SMTP addresses in Zoho Desk form our system. When those send in a ticket, they also get the ticket notifications which adds extra clutter to the ticket. Is there a way
Button link in html template zoho desk
Hello, I would like to add a link to button in zoho desk template mail but not working, and there's one type of button work <input type="button" class="button" value="View ticket " /> how can i add link in this code ( href not working in zoho desk
Zoho email forward auto assign agent
When forwarding an email to create a ticket in Desk, is there a way similar to the #original_sender tag to assign it to an agent? Right now it creates the ticket, but creates it as unassigned. I then have to go into desk.zoho.com and assign the ticket
Help center close button
Hi Ash and team, I want to give my requestors the ability to close their tickets. As default close ticket button is shown when a ticket does not have associated blueprint. But i want to show it even if the tickets are in a blueprint. Is there a way to
I've imported records for my organization, unfortunately every one incorrectly came in under my name for the Account Owner instead of the assigned owner
The mapping in Zoho import is not working
Integration of ASAP Web Addon in Angualr
Hi There, Any document to Integrate ASAP Web Addon in Angular frame work 10 possible?
Create tickets on behalf of the sender while forwarding emails
Is this feature department specific or global setting? Create tickets on behalf of the sender while forwarding emails When an agent forwards an email to your support mailbox, it creates a ticket in the name of the sender. When disabled, the agent is treated
Helpcenter front not reacheble for about 30min.
Our Helpcenters https://helpcenter.bimcollab.com/portal/en/kb (multilanguage) and https://helpcenter.kubusinfo.nl/portal/nl/home weren't reachable from around 13.45 to 14.15 CET this day. We found also another company with the same issue. Problem is
About ZOHODESK Request API
This documentation of the ZOHODESK Request API is very brief: https://www.zoho.com/desk/extensions/guide/#request-api Can someone point me to a more complete version of this documentation? I'd like to confirm that: - I can use placeholders in the request
SLA Dashboard - Violations by SLA did not match
Per checking on the SLA Dashboard - Violations by SLA, counts did not match on the number of tickets that we have. Please see images below for your reference. SLA Dashboard - Violations by SLA Total number of incident request: 19 Total number of incident
Report of missed calls during ivr or after ivr
where can i tell the difference between missed calls during ivr or after ivr ?
Support for Unifi Talk
Hi I just wanted to see if there is any support for connecting Zoho Desk with Unifi Talk I know that Unifi talk uses Twilio not sure if that makes a difference. Thanks
workflow module for IM
I can't find the module for IM, so I can't create a workflow for IM
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