Map more Jira fields
Hi, More and more we are creating links and new tickets in Jira through Zoho Desk. We have found however Desk does not map all fields or even give a customisation option as to which fields it maps when creating a new ticket in Jira. It would be great
Unable to preview attachments using Apple Safari on Mac
When attempting to preview an image attachment in Zoho desk the image will fail to load and present a "missing" icon in the middle of the display. This is using Safari 14.0.3 on macOS Big Sur 11.2.3.
Zoho Desk iOS app now supports task reminders
Hello All, In the latest version of the iOS Desk app (v2.6), we now support task reminder notifications. You can customize push notifications for task reminders in the Zoho Desk app and choose to set reminders on a particular day (or) set it before
Disable comments completely for Help Center Users
Hello all, I have a feeling I already know the answer to this, but I am going to ask it anyway... Is there any way (either in the Zoho Desk settings, or by Zoho Support on the back end) for comments to be completely disabled for the Help Center Users? We just don't have a need for them, and it has ended up causing confusion to the point where we really only want/need them to click Reply. I've attached 2 screenshots; what the ticket form currently looks like, and what I would like it to look like.
Zoho Desk Community Digest - August 2021
New Feature Multilingual support for the ASAP web widget is now available in Zoho Desk. You can now buy Zoho Lens inside Desk with 20% discount. Ticket Archiving - The Ticket Archiving flag is removed as the feature is now enabled for all accounts.
Average tickets per agent
In Zoho SupportI am trying to chart just the number of tickets closed per agent over a given period of time; daily through the week, through the month, etc. Can that be done?
Automatically ignore zohodesk email address.
Is there a way to get reply all to ignore the @....zohodesk.eu email address? It is messing with my workflow rules because Desk thinks that it gets an instant reply.
Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics which
Changing the CSS in my Help Center beyond the footer and header
I'm using the Elegant theme and I was wondering if there was a way to have access to all the style sheets instead of going through each element one by one in my browser inspector to set up the CSS customization. Urgently, I really need to update the articles body stylesheets to match the footer/ header, but also change all the orange accents throughout the site to another color. Thanks.
Creating Deadlines
We are trying to create deadlines for individual steps within a transition. Ex: in real estate transactions, each step(appraisal, repair negotiations, closing paperwork, mortgage inspections) has a deadline to meet to get to the ultimate deadline(closing
Zoho Desk Feature Roundup
Dear Customers, We hope you had a great time during the holidays. Before we step into the new year, we wanted to give you a quick update of how far we've come since Zoho Desk's release. So, here's a roundup of all the new features and enhancements we've introduced in Zoho Desk in 2017. Stay tuned for more exciting features to come!
ASAP KB analytics
Hello, Is it possible to get ASAP widget analytics somehow? The current insights are all about the Help Center and viewing articles there also for Google Analytics. This means we have no idea how and if our users are actually using/interacting with the
Assigning ticket to Agent that closes it?
I'm trying to clamp down on closed unassigned tickets. Is there a way to automatically assign the ticket to the agent that closed the ticket?
Deluge script assistance
I'm trying to figure out how to create a function in tickets (zoho desk) that would query past tickets from a contact until it found one that had a non-null value in a custom field, and then copy that value into the current ticket (same field) Can
Happiness Feedback
For agent happiness rating is that for every ticket they worked on or is it only if they're the owner of a ticket?
Don't Create Tickets when email is sent to zoho desk email
Hi, I am forwarding my company email to zoho desk email. I want to do this so that when users respond to their tickets and email my company email, the response gets stamped on the ticket in Zoho Desk. BUT I don't want emails sent to company emails to
Jira Integration
Hi, When an email is received in ZoHo, it doesn;t update the email within our Jira platform. Manually typed updates are copied up to Jira automatically. Is there a reason for this? Cheers
Prerender Open Graph Metadata
Prior to the switch over to the new templating engine, it seems as though Zoho Desk would prerender the Open Graph metadata directly into the HTML of the page. This means sites were able to easily scrape the Open Graph metadata and render previews in a straight forward manner. For example, we use Discourse as our community software and it previously did an amazing job rendering a small snippet about the help desk article whenever we link to them. Example: Unfortunately, after we were required to
Integration vendor from Books or CRM in Desk
Hi When your on partners relation viewed as vendor, it could be great to add vendors from CRM or at least Books in Desk as account and contacts. Obvioulsy it's not a complex functionality to add
Time Entry per agent Report
Hello , I Would like to build a weekly report , listing per agent , the full list of time entries (with created time / duration / relatated ticket ID) , but i can't see the Duration information about time entry in the pick list : Just to be 100% clear,
Zoho Desk Contacts Module | Contact Owner | Custom | Auto-Assign
Hi team, For clarification. 1. When a user signed up from the Help Center portal, Is the Contact Owner default assigned to the Support Administrator? 2. Can I add value to the Contact Owner field and auto-assign the Contact Owner to this custom value?
View Criteria for linked tickets (Parent-Child related tickets)
Could we have some filters which can be used on views about linked (parent-child relation) tickets please. The views that I'm looking for, do require the below filter items and visual guides: a view which lists only Parent tickets which have Child tickets
Zoho Desk stays updated with Apple's latest iOS 15 and iPadOS 15 release
Feature upgrades for enhanced productivity, focus and multitasking capabilities on-the-go! Apple has announced it's latest iOS 15 and iPad OS 15 updates for its users. The update comes with several functionalities to improve productivity, focus and multitasking
Zoho Desk website broken using Safari on iPadOS 15
The Zoho Desk website routinely breaks using Safari on iPadOS 15. All that’s needed to trigger the issue is to close safari with a Zoho Desk page open and then reopen Safari. The most common issues are the page being incorrectly zoomed in causing various
Contact Module
Hi Zoho Team, When a user registered on Help Center, basically the record will be recorded in Zoho Desk Customers module. And in Help center portal the user profile has email address. But in Zoho Desk view, the contact does not have email address, this
How to search using custom fields in Zoho Desk (via Deluge scripting)?
In Zoho Desk, I have an account-level custom numeric field, called 'cf_vl_client_id', which is used to store the internal Client ID generated by our system. When I am trying to search records (in the Accounts module) using this custom field, I am constantly getting an error: zoho.desk.searchRecords(deskOrgId, "accounts", {"cf_vl_client_id": 1000}); Error: {"errorCode":"UNPROCESSABLE_ENTITY","message":"The value passed for the 'cf_vl_client_id' parameter is invalid."} Surprisingly, I am able to find
SMTP Error
We haven't changed any of our SMTP settings on the server. This morning we were suddenly unable to send out emails with our current From Address. The error we received is attached but I'll reproduce it below: "Email reply failed from being sent! Momentary
Reply not sent
Hi, I am having an issue replying in Zoho Portal. The below is popping up the window; Please help me. Thanks in advance.
Zoho Desk Custom Reports | COLUMNS TO TOTAL
Hi Team! Can I add custom columns from here?: COLUMNS TO TOTAL tab. If yes, how can I add custom columns here? I want to get the sum and average via Reports of my custom fields. Looking forward to your response. Thank you. Best regards, Lizz
In Views, add column for "last communication"
There is a column available in all views for "Customer Responded Time" but there is no column for "Agent Responded Time" nor is there a combination of these two, which would be something like "Last Message" - being, the last message either sent or received.
Quality review for Tickets in Zoho Desk
Creating a Quality review process in Zoho Desk for a department where generally a selected person would review random tickets of a specific agent according to selected criteria. For a better performance and customer service.
Asterisk Integration
I'm currently in a test period and would like to see, if we can integrate our Asterisk server. First, it says, that it only works with Zoho CRM. Second, I get an error message: Asterisk1.4 PhoneBridge Ihre Anfrage konnte nicht verarbeitet werden. Klicken
Timer Options for Billable and Non-Billable
I noticed that Zoho Project’s timer feature has an awesome feature that we need in Desk. When you run the timer on a task and hit stop, a pop-up window asks you to select billable or non-billable. It also allows you to add notes for the time entry.
Non zoho desk user send notification
Hi Zoho Team, Is there another way to send email notification to a non zoho desk user other than workflow?
Can a Live chat and Contact Form be integrated on our own website, including contact Button on any page
Hello, 1. I wanted to know whether below options from Zoho Desk can be integrated on our own website- a. Live Chat b. Contact Form page (customized) c. Contact Us Button (or simlar one), on any page of the website including Product page. clicking on Contact
Multi-language support
Hello. My main website is in Spanish and English, though when sending my Spanish speaker clients to the Help Center, they only see it in English because that is the default language I set it to. Is there a way to have multi-language support in the Help
Can't create a ticket via API
HI, I am trying to create a ticket, as per the documentation https://desk.zoho.com/DeskAPIDocument#Tickets%23Tickets_Createaticket I am passing in the orgId and authtoken in the header and the two other required fields as perams https://desk.zoho.com/api/v1/tickets?subject="This
Submiting a ticket department question
Hi Zoho Team, What does the second IT Operations means? And why is there two IT Operations department upon creation of ticket in Help Center?
Workflow rules limit
Hi team, Is there a limit on how many workflows can I make?
I can't refresh token
I am using postman to test apis that I will be putting into an applciaton and I am having issues getting my refresh request to work -the redirect_uri is https://www.getpostman.com/oauth2/callback (is this correct? what should it be) and what should Authorization
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