Team Feeds and Notifications
In the Team Feeds view and Notifications the Ticket from information is sometimes just showing last name and sometime showing full name ie first name last name. Ideally we want this to be first name last name all the time. The Information is there in
How to Resize image in Desk Zoho
Hi Zoho Team, Can you explain how to resize image at Desk Zoho, cause at Desk Zoho only have 3 option to resize image , here detail below Thanks for your kindly attention and cooperation Regards, Sidik
Users reporting Insufficient Privileges while submitting ticket
Hi, My users are telling me that they are seeing insufficient privilege message while submitting tickets. They are active end users in the system. Now my customer experience is getting hampered. Who will take responsibility? This is seriously annoyi
Add ability for agent to schedule the response due time
It would be really handy to be able to manually set the "Response Due" time, in a similar fashion to how you can set the Due Date on a ticket. My agents have the option to make an agreement with a customer on the next follow-up time even if it's outside
WhatsApp Pauses Client Onboarding
It has been 4 months since the beta of WhatApp Integration, powered by Twilio, has been released—whereupon we had received a plethora of requests. We were able to onboard a few of them in batches, while other customers are on the queue. At this stage,
Mark articles as favourite
Hi, It would be nice if a user can mark an article as favourite. Maybe this user can see all favourite articles in his/her profile. To find these articles back easily.
Change ticket status automatically
I would like my users to be able to email out ticket system and flag the email as High Priority by pressing the Red exclimation button and then the ticket system will change the ticket priority to a certain status like Critical. I have it seup using a
direct Assignment vs round robin assignment
We have the round robin assignment active, and would like certain ticket types to be left unassigned in the queue. The tickets to be excluded are based on sub classification type, and when setting up the target it appears we can only have the ticket assign
SLA with business hours on Respond with in rather than resolve with in
Is it possible for the SLA to be set with a timer for the Respond with that uses business hours? It looks like this can only be set with the Resolve within. We need to make sure all requests are answered within 3 business working days for one of our
Cannot create ticket in API, INVALID_DATA error returned against valid json.
Hi, I'm trying to use the API to create a ticker, and I and getting an unusual error back when I post up data to create a ticket. I have called the API endpoint to list the departments, and I am taking the id field from one of the ones listed and putting
Add CC when Customer adds a ticket
Hi, I want to know how this could be done. A customer wants to add a CC of the submitted ticket to his supervisor. Thanks in advance!
Involkurlを利用してパラメーターを指定する方法
こんにちはサポートチーム ポータルから申請されたユーザーが自動でユーザーグループに振り分けられる処理を作成したいと考えています。 そのため、involkurlからdeskAPIを呼び出してユーザーグループに振り分けるサンプルコードなどは頂けないでしょうか。 よろしくお願いします。
How to change customer portal language?
Hello, when I log into my backend, I see all texts in Spanish, since I chose my personal information to have Spanish as the language. However, when I load customer portal, all appears in English. How can I change it? Thanks Jaime
Copy article link
We're using the Desk KB more and found an issue when trying to share articles to colleagues, from within Desk. If I want to leave a private comment on the ticket, with an article, you cannot use the side widget, because the option to 'Share a link' creates
Sending emails from Zoho desk, what are the options?
Hey guys, I thought Zoho Desk could simply have SPF records added and then get emails sent out as mydomain name as zoho would send emails on behalf of my domain. I was recently told that i can only achieve that using SMTP, meaning that zoho desk would
Can't see tickets of other colleagues of mine in Zoho help portal
Hi, My workmates and I can not see eachother's tickets from Zoho Help Portal. What should be done? We all have zoho one account. Thanks, Andreea Mihaela Petrea
Delete Draft Help Centre Theme
Hi, I have been playing around with customising a help centre theme. However, I now wish to delete the draft whilst retaining the live version. I cannot find an option anywhere to remove the draft.
Cant receive email on zoho desk
Hi, I can't receive email through zoho desk, but my account on zoho mail was received succesfully. I just do test email and below was email header (original emails), with showing email only received on zoho mail Delivered-To: premiere_care@zohomail.com
Save draft of help center customizations in sandbox
We are updating our website and help center and want to apply a new theme to along with some of the personalized styling settings. We know that it's posslble to create a sandbox version of the help center so the changes are not published live. https://help.zoho.com/portal/kb/articles/customizing-help-center-themes-in-the-sandbox My question is, it doesn't seem possible to save a draft version of the sandbox and then revisit it at a later time. All the customization needs to be done in one shot
Make an alternate support email address
How can i switch the default support email address. I started by using support@ and is my default. I setup an address called helpdesk@ and want this to be my default so all outgoing email uses it.
Emails from templates ignore SMTP
We have a number of email templates and workflows which ignore the fact that the from address is now set to use SMTP (we have recreated the templates and workflows after we switched over to using SMTP but no change). If we answer direct within the ticket
Zoho Desk Extension Sidebar - any way to pin this?
Hi, I'm using an Infusionsoft extension for Zoho Desk. To access the contact's Infusionsoft details when the ticket is open, I need to click on the marketplace/extension icon each time to open the sidebar: The issue is that the sidebar disappears when
Zoho Desk - Approval Process
Is there a feature to ask for approval outside of the department on Zoho Desk? I.e. An agent in Department A has a ticket that needs approval from an Agent in Department B.
Recent Update - Painfully Slow
Hi Zoho Might be a little early to report this, but wanted to at least flag it. Today I received a message that you'd done work under the hood and to refresh. Since that moment, my help desk has been painfully slow at doing just about everything. Opening
Enable End Users to view tickets submitted by End Users within the same group in the Help Center
Is there a way to allow end users in the same group to view each others tickets submitted in help center? There seems to be a function to view tickets in the help center 'created by team' but from what we can see is that teams can only be used for agents
Zoho Desk Virtual Meetups: Canada, November 2020
Adding to the ongoing series of Zoho Desk Virtual meetups, we are now opening the registrations for our customers in Canada. The meetup is planned for: Date: November 5, 2020 | Thursday Time: 9:30 AM - 11:00 AM PST Save your spot for this meetup, register
Help Center - Customer Permissions (Manager/User) - View other tickets
We have migrated from another helpdesk system that supports permissions in the helpcenter Customer 'Manager' can view all tickets for the Customer Account (created by other users or managers) Customer 'User' can only see their tickets for the Customer
Update All contacts emails address - Zoho Desk
I did the steps mentioned in the below link related to the contacts. I clicked on the overwrite option, but the function created new contacts instead of overwriting the existing ones. (I did the steps many times but no luck) Please help https://help
Auto send email to ticket creator after x amount of time
I am looking for a way to send a reminder email to the ticket creator if the ticket sits in a certain status for x amount of time. The email would remind them that we are waiting a responsse and if we dont her soon that the ticket will auto close. I
Delete Customers in Zoho Desk?
So i noticed when i am in a ticket, and i go to edit/modify and for the customer field i have all the customers that have ever been added to my zoho desk are in one of my departments... it is annoying and looking to clean it up? please advise?
Zoho Desk Community Digest - September 2020
Marketplace Updates Building Extensions #3: Setting up the development environment and building extensions for Zoho Desk Other Enhancements Analytics integration now supported for call, event, and comment modules As a part of the multi-language support,
Bounce - Email Failed
Good Day, I was just received this email and I don't know what is this, can you have some explantion on this? thanks
Ticket templates are now supported in Zoho Desk Android app
Hello All, Here is an update to all agents who would like to simplify their tasks by quickly inserting ticket templates while creating a new ticket. This is now supported in latest version of Zoho Desk Android (v2.4.11.1). You can update to the latest
Edit Product Categories in Zoho Desk
Hi. I found this: https://help.zoho.com/portal/community/topic/how-to-add-and-change-product-categories It states: To add or change the existing product categories please access Setup -> Customise -> Fields -> Select the Product module -> Create or Edit fields -> Hover the mouse over the Product Category field and select the gear icon -> Edit Properties -> + Add value/Add values However, for me it works like this: Setup -> Customization -> Layouts & Fields....and at this point I cannot find the
Remove "Subject" from the Ticket Form in Customer Portal
Is there any way I can remove/hide the "subject" from the Zoho Desk New Ticket Submission form that users get? We ask them very specific questions in our ticket and we don't want them to type in a subject. A subject implies an open ended question. All of the questions that we need gathered are done so in other questions. Can you please provide an option to be able to remove/hide the "Subject" field from the ticket submission form
URGENT all email fail
Please help ! We can't send email anymore ! It's always a fail ! Before I have the question : no, we didn't change anything in our settings today.
Convert ticket to task and assign to a project
Hi, How do i move a ticket to a task and add it to a specific zoho project? Not the bug tracker feature but an actual task for a project. Please advise. Thanks, Ryan.
How to add a global report to a the global dashboard
How do I go about adding a global report to the global dashboard?
Search Accounts by SLA
Hi! Think it'd be possible to search Accounts by SLA's? It'd be great if I could pull up a list of Accounts that have SLA contracts rather than going into every account to check. If the developers could look into this, it'd be great.
Can't create a ticket via API
Hello, I am using a post service (Servistate on Chrome extensions) to quick test creating a ticket via Zoho Desk API before writing code. I am sending a POST request to https://desk.zoho.com/api/v1/tickets with correct authorization and orgID (They work because I tried other get/post requests successfully like retrieving customer ID, and search for customer via email) I also provided the three required parameters: subject, departmentId & contactId as mentioned in the documentation here https://desk.zoho.com/DeskAPIDocument#Tickets#Tickets_Createaticket
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