Active Directory Integration
Right now i am running the demo of Zoho Desk. I am looking for a replacement for my Kayako old ticket system. Right now i have my ticket system setup with Active Directory integration for my users i support. This is very helpful as i have about 300 users to support in our company. How can i set this up here?
Default Ticket View
I want to be able to default my agents or at least myself to the Table view for tickets. I cant seem to find a way to do this. This seems to be the most compact way to view tickets and most efficent for what we need.
Automation #8 - Auto Update Contact Fields
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips on optimizing
Prevent Auto Reply loops in ZOHO Desk
Good day, I was hoping to get some assistance with setting up a rule in ZOHO desk that would prevent auto reply loops. For example, when a customer opens a ticket, we send an auto-reply. Some customers will also send auto-replies and sometimes that will create loops. Is there a way to prevent that in ZOHO Desk? Thanks
Zoho Desk now integrates with Jira
Consider the different roles in a software company. Product managers and designers decide how the software will look and feel, while engineers build for functionality to implement the vision. Of course, customers then adopt and use the software, often providing valuable feedback. With rare exceptions like Linus Torvalds or Richard Stallman, most customers can't code, which means they can't directly modify or improve the apps they use. But, the feedback they give is incredibly valuable. On the other
Macros with fetching metadata from a ticket
Hello ! I sucessfully did a macros allowing to create a task in CRM. I'd like to add 1 information, but I don't see yet how to get them. I like to add the "current-page" fields (visitor info) from the missed chat ticket, to the CRM task I'm creating. How can I get this information ? Regards
Notification when a Customer signs up
Is there a way to configure an automatic email notifying me when a client signs up for my portal?
Wrong email suffix being created for new users using single signon
Our customers sign into Zoho Desk using Office365. (At the Zoho Desk login pick "Sign in with Google or other IDPs) Works great but as new people sign in and their contacts are created. Their email is being set to their login name. example test@wcs.com But we use google for email. So it should be test@wschools.com. Is there a way to change what email suffix or domain is? EDIT: Those are not real emails domains just examples.
Add ticket thread from my application
Hi, Currently, I have an application that is consuming Zoho Desk API, now I am trying to add threads to tickets from a FORM in my site, I dont get how can I do it using POST /api/v1/tickets/{ticket_id}/sendReply... I have the ticket id that I would like to add the thread, but I don't know which CHANNEL should I use, I tried to use WEB, but when I send like this: { "channel" : "WEB", "content" : "Test" } the return is an error 500: { "errorCode": "INTERNAL_SERVER_ERROR", "message": "An internal server
How to nest ASAP views in iOS and Android?
Is it possible to embed the ASAP views from the ASAP Mobile SDK v2 inside of a container view in our mobile apps? For example, our current app has TabBar and Navigation container views which wrap around our previous contact form and FAQ/KB sections. The current examples for using the ASAP SDK result in a full screen view that covers the entire UI.
How to delete a draft version of article without also deleting the published version
Hi, We have noticed with the changes to the knowledge base section interface that when we delete the draft version of an article it puts it in the recycle bin, but it also puts the published version of the article in the recycle bin as well, removing it from the help center. This did not happen with the old interface, you could delete a draft and it would leave the published version as it was. We have a draft version of an article that we want to get rid of and create a new draft from the published
General Slowness / Refresh Required
Hello community, myself and some others on our team are looking for some general input after these last couple of months. Have any other Zoho Desk users experienced general slowness in the agent portal, mainly revolving around slow "picking" of tickets and page/parameter updates? Couple examples: In the past, when replying to a ticket as the first agent and it gets auto-assigned, your avatar would pop up at the assigned to field immediately. When sitting at a department, team or custom view looking
Zia Bot chat not loading in Zoho ASAP Addon
Something recently got updated in the Zoho ASAP Addon We have the Chat option set to show the Ziabot But now when users try navigating to the Chat option in the ASP add-on it only shows the loading icon.. Anyone else experiencing this ? Mitul
Sending message to MS Teams from Desk function
I am trying to post a message to a MS Teams Webhook. I am getting the following error: ncompatible types for invokeUrl function at argument index Parameters <br/> Required : STRING <br/>Found : MAP. LineNumber : 48. Anyone ever have any suggestions on the issue? Thanks in advance. data=Map(); data.put({ "@type": "MessageCard", "@context": "http://schema.org/extensions", "summary": "Dwarf planet Pluto details", "sections": [{ "activityTitle": "Dwarf planet Pluto details", "facts":
Adding a custom function to a Macro
HI, I wanted totry an send a cliq mssage using a Macros from a ticket. (to notify a colleague, that is not a desk agent). Within a workflow, you can start a custom function. Macros are (from the documentation) Workflows with no trigger and conditions. But I can't find a way to start a custom function. This would be useful to I could call zoho.cliq.PostToChat() or more... Regards.
Creating a CRM task from a Desk ticket...
Hello, I'm currently creating a custom function which is triggered by the update of the Ticket Owner. The CRM tasks is created with the correct content. However for this test, I have to fix in the code the CRM task owner id (i set to mine). That way the task is attributed to me in the CRM. From Desk, it is possible to get the ticket owner, which is a string (I guess the name of the owner), and not an ID. Question : Supposing the Desk ticket owner and the CRM task owner ar the same Zoho user. How
Line and paragraph spacing formatting on Desk KB
I am currently working on implementing a product knowledge base through Zoho Desk. To ensure that articles are created with the right look and feel for our company, I am initially drafting them in Writer then importing into Desk. In a few cases I've noticed minor errors and tried to make changes directly in Desk KB's editor. I noticed that there are no options to update line and paragraph spacing. I anticipate this being a problem in the future, when sections and steps will be added/changed and Desk
In widget How to close the Model box after getting success without using close button.
Hi, I am using model box to get the details. After getting the details I need to close the model page without clicking the close button. Please help me to solve this problem.
Genesys Integration with Zoho Desk
Has anyone been able to integrate Genesys Purecloud with Zoho Desk?
ZohoDesk Ticket Creation on API not working ,
We have our website integrated with zohodesk API, this was working up until today. I have spent most of day trying to figure this out so any help will be appreciated. the service is written in c# , and just trying to create a ticket with below code : string postData1 = JsonConvert.SerializeObject(ticketSend); Uri uri1; HttpClient client1; HttpResponseMessage message; uri1 = new Uri("https://desk.zoho.com/api/v1/tickets");
Introducing an easy way to access resources defined in the resources.json file
Dear Zoho Desk extension developers, We heard you; it is next to impossible to access the Zoho Desk resources created by an extension without knowing their unique values. For example, to access the fields created by an extension, you must know the ID or apiName of the field in the Zoho Desk organization. Without knowing either, it becomes challenging to access the information required. But worry not. We have now made it easy for you to retrieve resource details. We take pleasure in introducing
DESK Webhook ist not sending any data to my URL (PHP)
Hi, I have set up a webhook that is triggered when a new ticket is created in DESK. I can see that my URL beeing called but there is no data / POST. According to the documentation https://desk.zoho.com/support/WebhookDocument.do#EventsSupported There should be 4 paramteres one of which is named "payload" containing the data in JSON format. But there isnt. I tried the ticket add process and also the "Test Run" button which should send a sample payload. I tried everything in PHP to catch the data.
Workflow triggered by "Missed chat" ticket
HI, for now salesIQ is forwarding mised chat to Desk, which creates a ticket. I like to trigger a workflow for when such Missed chat is created. I dont see how I can get this ? Any suggestions ? For now, we haven't enabled chat in Desk. If we do, would it be easier to trigger a workflow and how? Thanks
Desk-Projects Integration Add-On : Resource Utilization Settings
I just saw that you did introduce a new integration add-on on the marketplace for Zoho Projects. The settings which are offered on the Desk integration screen seem to be sufficient at the moment but I still have a crucial question. The setting page doesn't show anything about resource utilization restrictions. I'm aware that this is a feature on Projects available starting with the Premium subscription but yet I think that it should still be present during the setup phase for those membership levels.
Videos in Zoho Desk via Embed Links
Hello everyone, I´m looking to create for my co-workers and customers a small Wiki with videos and short docs. Is it possible to embed video links (for example vimeo or youtube)? And how could i do it? Best, Anton
Can't filter on most voted ideas
Hi there, In our Community, the filter 'Most voted' doesn't work. Can someone have a look? Thanks! Helen
Let's celebrate exceptional customer service this #CSWeek
Things have been tough this year, but we can't deny the small moments of positivity we've received, either. It may have been a front-line employee coming to your rescue, a colleague sharing your workload, a manager keeping your spirits up, or a brand coming through for you in difficult times. Every little act of kindness deserves a shout out–we have the perfect way for you to celebrate them. This #CSWeek, we're announcing an array of virtual awards for you to share with someone who lifted you up
Send Message from Desk to MS Teams Channel
I currently have various functions in Desk that I am using to send notifications to Cliq using workflows. Example below: message = {"text":"There is a new ticket waiting --- [#" + ticketNum + " SUBJECT: " + tikSubj + "](https://desk.zoho.com/support/comtrsys/ShowHomePage.do#Cases/dv/" + tikID + ")","card":{"title":"New Support Ticket ","theme":"modern-inline"},"broadcast":"true"}; resp = zoho.cliq.postToBotAsAdmin("ctssupport",message); I am wondering if there is any example code of how I can change
Sort Table View
Greetings Zoho I love the new table view, but wonder if it would be possible for you guys to make it so you could sort the columns. E.g. Due Date, Account etc. Currently you can filter them, but this only displays the selected tickets that match the chosen criteria and hides all others. It would be beneficial to be able to sort those columns and still see all tickets. Many thanks.
how to create report with PRODUCT in tickets
Hello, We use the "PRODUCT" field in ticket forms , and I would like to create a report to summarize how many ticket we had for each product. But the issue i'm facing is that i don't find "Products" in the available fields for ticket : Did i missed something ? /BR Stéphane
Zoho Desk - Custom Extension - whiteListedDomains
I am trying to use the ZOHODESK.Request function with a connection to Zoho CRM via Sigma. When I attempt the method call, I receive the message: "No entry found in plugin-manifest whiteListedDomains for requested URL" This is despite populating the plugin-manifest-json: "whiteListedDomains": [ "https://*.zohoapis.eu", "https://127.0.0.1:5000", "https://mydomain.com" ], I have added multiple domains (mydomain.com = custom Desk domain) as I have tried multiple combinations and I am unable to
Facebook Business Page Integration
Sorry if this has been covered - I have searched and cannot find information. I have connected Facebook to my Zoho Support setup. This appears to have connected to my personal Facebook page. I would like to connect to my Business Page and monitor/collect posts there. How can this be achieved?
Zoho desk is slow on Mac but not on iPhone
Hello dear Zoho team, We started using Zoho Desk in August, and it has been very slow since. For example, it can take up to several seconds for openning an email in a ticket. However, I noticed that it is very fast on the iPhone app. My IP address is 77.231.127.106 Our domain (I guess) is filoventzohosupport.com François Lillet Filovent
Smaller font issue
Hello Zoho, As I said many times, our replies to client portal from admin area are always sent (and displayed) in a smaller font. Smaller than clients messages. It looks not nice and weird. Please check it here as an example: https://support.marketmixer.net/portal/ru/community/topic/%d0%bf%d1%80%d0%b8%d0%be%d1%80%d0%b8%d1%82%d0%b5%d1%82-%d0%bf%d0%be%d1%81%d1%82%d0%b0%d0%b2%d1%89%d0%b8%d0%ba%d0%b0 I would fix it by CSS if I could, but I cannot find thу way to fix it properly. Please could you let
Zoho Desk Virtual Meetups: ANZ, October 2020
Adding to the ongoing series of Zoho Desk Virtual meetups, we are now opening the registrations for our customers in Australia and New Zealand. The meetup is planned for: Date: October 14, 2020 | Wednesday Time: 9:30 AM - 11:00 AM AEST At these meetups,
Zoho Desk app is now made even better with iOS 14 experience!
Hello All, As Apple has unveiled iOS14, we have brought in support for some notable features which will help you in providing a better customer experience. Below are the features that are covered in the latest version of the app (v2.5.1): Widgets: Widgets are customizable extensions that can be added to your home screen that keeps you updated on important activities and information. Agents can now keep an eye on the metrics they care about, without having to open the app every time. The
Exporting older date Tickets from Excel Sheet to Zoho desk
We used to track Customer related Issues in Excel/ Google Sheets before opting for Zoho desk Enterprise version, Excel Sheet has all the earlier issues & Resolution with Assignment of Tasks related to the Products. It would be helpful if the back dated tickets which are in Excel sheet format can be added as History Tickets in Zoho desk.
Setting Up: Multi-brand vs. Teams vs. Departments
In terms of configuring access to our help desk and letting people have their questions answered or submit requests, we have several different parts of our company to add to the system. These parts of the company may get questions in-house (from staff), externally (from customers/contracts), or even both. In addition, there are certain areas we would want to prevent others in the company from viewing. For example, we would only want people linked with HR to see HR, or only people linked with finances
customer portal
How we can share client portal to our customer so that they can raise a ticket.
Get ticket link from given ticket number
If I have a ticket number, let's say #8447, is there any way to create a usable link knowing only this and the URL of our Zoho Desk? Or is the only way to generate a link to the ticket by going into Zoho and searching that ticket number? This question goes for both linking to the ticket internally, as well as creating a customer portal link. Are either of these possible?
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