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?
View first lines of the field "Description" in the "All tickets" Queue View
Is it possible to view the first lines of the field "Description" in the "All tickets" Queue View
Zoho Desk - E-mail Subjects / Ticket Guessing / Hijacking
We have an existing ticket system that uses numeric ticket IDs, and also in the e-mails [!50822] To avoid conflicts, our starting Ticket ID in Zoho Desk is #60000 Where can I find more information about the behaviour and controls relating to Ticket IDs and e-mail parsing: Are the Ticket IDs unique across Zoho Desk, or unique within a department? Does Zoho Desk use Regex to parse the subject? ##60000## or #60000 or !60000 - what is the standard pattern? 1) Ticket #60000 has Bob@domain.null as a Contact
new end user isnt recognized
i have an end user that has received the invitation email, as well as a direct link to the sign-up website, and has signed-up 3 times. but the system isnt recognizing him. ive checked his email address is correct, and hes verified thats the email hes using to sign up, but Zoho Desk wont take him. everyone else signs up and is recognized by the system, no problem... help!
something went wrong while opening this attachment
getting this when trying to download attachment from ticket; Oops, something went wrong while opening this attachment. Please wait a minute or two and try again. How to resolve pls?????
Desktop notification settings are not clear
Hi, How are desktop notifications - also known as browser notifications - handled by Zoho Desk? I have staff who are not agents, but high-level, and they want to receive desktop notifications only when a ticket is assigned to them. They are not interested in email notifications. There is no separate option for desktop notifications that I can see. How can we ensure that they receive such alerts? We tested and they didn't receive it, even though the option to do so is enabled in their browser (i.e.
Zoho mails not receiving
Mails not received on zoho
Update your Zoho Desk domain-mapping details (CNAME) at the earliest.
When you map your own domain to the default Zoho Desk address, you're required to point it to a given canonical name or CNAME, as provided by us. If you've been a user of Zoho Desk for some years now, the chances are that your domain's CNAME record is pointed to an outdated URL such as customer-support.zoho.com, customer1-support.zoho.com, or something similar. If you find that this is true for your portal, we encourage you to point your CNAME to desk.cs.zohohost.com at the earliest. We will be discontinuing
Total Time spend in ticket default View and as column in list View
Hello, to have a quick idea of severity of ticket or to have a easy information on how many time team spent on tickets, it would be nice to have, in the ticket view , a field with the total time spent. Same for Table view, it would be nice to have this field as a colmun ! /BR Stéphane
Encryption for data at rest: server side
Hello and happy new year! We are very keen to deploy Zoho Desk for our organisation, however we would like to ask if you have any intentions of deploying in the near future (next few months) server side encryption for data at rest. We handle some times sensitive data through tickets so server side encryption for data at rest is important for us. Thanks a lot. Paul
Can't stop feed notifications for Task Assignment
No matter what I toggle for Task Assignment notifications, I incessantly get feed notifications about them. Our workflows do not need this notification to be enabled. What's odd is that this behavior sometimes manifests itself as an agent with "Agent Name" showing up as the department. This is definitely a bug. For example, the behavior we want to avoid is receiving notifications saying "Agent Name assigned a task in Support." After I disabled the notification settings, they still come through as
forward from Office 365 to zoho
hi team. I am forwarding from support@mycompany.com (office 365) to support@mycompay.zohodesk.com but when send email to support@mycompany.com not raise ticket. please help thanks, Tam
Change help center text
Is there any way to change the texts in help center in multiple languages?
Send outbound email through Desk API
Hello guys, I would like to know if there is a way to do the same thing from this case: https://help.zoho.com/portal/en/kb/desk/for-agents/articles/sending-outbound-emails-from-zoho-desk Send outbound emails, however using the Desk API. I tried to found this in the documentation but with no success. There is a method to do this? Thanks in advance.
Zoho Desk Virtual Meetups: India, October 2020
Adding to the ongoing series of Zoho Desk Virtual meetups, we are now opening the registrations for our customers in India. The meetup is planned for: Date: October 6, 2020 | Tuesday Time: 02:30 PM - 04:00 PM IST At these meetups, we will explore the
Ticket keyword heatmap style report
Like the KB dashboard "keyword success ratio", it would be helpful for a dashboard for tickets to show tends for open or closed or both tickets showing the popular keywords in the ticket. Would be helpful to spot some trends on new tickets based on the words used in the tickets.
Importing Bulk FAQs to Knowledge Base
I have here list of FAQs for my Knowledge Base and Help Center, how can I import / upload them in one file, and create different individual articles when uploaded?
Unable to find Facebook direct messages > to convert to tickets...Isnt this feature available yet?
Unable to find Facebook direct messages > to convert to tickets...Isnt this feature available yet?
Question on Workflows and email tickets
I was trying to set a workflow for email tickets to automatically go to close status if they contain a sentence in the body of the email. I could not seem to make it work. Is this possible in Zoho Desk and how do I create that?
Global round robin for all departments
Hi Team, Currently we have several departments in Zoho Desk, and some of our staff are across multiple departments but there is a challenge with round robin, Round robin only looks at the certain department so for instance if an agent got 20 open tickets in "A" department and 2 open tickets in "B" department while the rest of team members in B department got like 10 open tickets then the department "B" round robin is going to give more tickets to the agent that only has 2 open tickets to equal it
Add file when creating ticket in desk.zoho.com/api
I am building a system to add tickets through the API. There is the option for uploads as a list in the create ticket API call; however I seem to be unable to include a file when creating a ticket. I get UNSUPPORTED MEDIA TYPE if the content-type header is application/json - and I get no response (and no ticket) if the content-type is multipart/form-data and the closest I can find to support is this 2 year old ticket using I think a different version of the API: Here Perhaps I'm doing this wrong-
Zoho Desk Community Digest - August 2020
Marketplace Updates Building Extensions #2: An introductory post on the features supported in the platform to build Extensions Other Enhancements Marketplace support now available in the Help Center. Mass actions, such as bulk assigning, updating, deleting, closing, or moving multiple tickets are now possible. You can perform these actions on up to 10 tickets at a time. This functionality is available in all paid editions. Agents can now receive desktop notifications even when they are in the idle
Not receiving notification emails
hi we have been using zoho desk for a year and no issues, however last week we stopped receiving emails to notify us of new tickets/replies etc It appears the system is still working as customers are still lodging tickets etc but not getting the notifications is becoming increasingly frustrating - any ideas where we can start looking? Our IT team is adamant nothing has changed or is blocked on Office365 in this regard.
Contact Reasons - Tickets
Hi, what is the best way to mange 'contact reasons' for tickets? So at the end of the month i can report on how many: Billing enquires Sales enquires Question about deliveries etc Should i use tags? or something else? thanks
ZOHO DESK - do not check email
I can't check my sender email, always with an error. * Everything is fine with the email provider
Zoho Desk
Dear, Is there a know implementation where Zoho Desk users are authenticated by SSO by KeyCloak IDP ? I'm wondering if this work. Thanks in advance
Removing or Hiding Already Opened/Viewed Notifications?
Is there a way to remove or hide items from the Notifications menu that have already been viewed? I would like to see only the notifications that I have not already looked at/acknowledged since the last time I opened the menu.
¿Como enviar la satisfacción al cliente a mis usuarios finales?
Como habilitar la opción de enviar la encuesta de satisfacción al cliente a mis usuarios finales'
Critical Change: Deprecating Support for Authtokens
Dear Zoho Desk extension developers, We would like to inform you about a critical change related to how you use Zoho Desk's REST APIs in your extensions. We are deprecating support for authtoken-based authentication and switching completely to OAuth tokens. (For more details on why we are making this switch, please refer to this announcement.) Who all must take action immediately You need to implement this change as soon as possible, if: Your Zoho Marketplace extensions use Authtoken-based authentication
Adding Lookup Fields to Associate Deals and Projects
We need to be able to associate Tickets that come through Desk with a Deal or Project. While a Ticket for a Deal can be created through a tab in the CRM we need to be able to associate/track user generated tickets. This seems like a basic requirement and easy fix by adding Lookup fields as an option to the Ticket template.
Place feedback widget in help center
Does anybody know how to put a feedback widget in my helpcenter? I red the article about this, but get stuck on copying the source code to the help center. When I press save, the script doesn't seem to be saved. Any tricks on this?
Turn off ticket creation notifications for all
Hi All, Strange request I know but for the moment we would like to stop the new ticket notifications being sent to end users while we transition systems (and possibly support contracts) I cant find where this is implemented.
Hot to set agent landing page other than Tickets module
Hello, Each agent can set it's own landing page other than tckets. I'm wondering as an admosni, how I can set or update landing pages to another module than tickets ?
ZOHO Chat / ASAP - Opening Times & Widget
Hi, We now have the ZOHO chat function up and running on the website. Thanks for fixing it! I have two questions: I am unable to add the opening times to activate the chat widget. How do I do that? I have seen the manual but the opening times / chat menu is not visible for me in SalesIQ. I am marked as the company owner. It appears the menu is missing. Can you help? Secondly: The chat widget shows 'we're online, how may I help you today?' The ASAP widget does not. In our software we use the ASAP
Custom fonts are now supported in Zoho Desk iOS mobile app!
Hello All, Here is an update to the users who would like to personalize the Zoho Desk app with some custom fonts. In the latest version of the Zoho Desk iOS app (v2.4.14), we have brought in support for Custom fonts of your choice for the users who are running the app on iOS 13 and above. You can customize the font in the app by following the steps mentioned below: Go to the Zoho Desk app. Settings. Select 'Fonts'. Select the desired font from the default font list or Custom font list.
Building Extensions #2: Features supported in the platform to build Extensions for Zoho Desk
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. Hello Developers! Our previous post on Zoho Marketplace and Extensions gave a solid introduction for developers.
Preview message on hover
On Zendesk we used to be able to hover over the ticket and see what the message was before we clicked on it. With zoho desk it includes the title but not the actual message. Is there a way to change this so we can hover over and see the messaage. I know theres a way to have ticket peek but that involves clicking and loading up the screen which is how we are doing it now but hoiping theres a way to do it whilst just hovering over the ticket.
Zoho Desk Very Slow - Mac / Safari
Hello everyone, For some reason in recent weeks, running Desk on our Mac in Safari has been very slow. it's a high spec machine so should not be an issue. We also don't have the issue on a Windows PC in the same office. Any ideas on how I can check / improve the speed? Kind regards James
Ticket field to inform users
Hi, I would like to add an informational note to a ticket, to inform users how to fill the ticket (or when not to add a request). This is the case when users are adding requests via the portal. How can we best handle this? Should we add a prefilled text field (is that possible)? Thanks for helping me!
Advanced Desk Integration
I really have two questions about how to meet a large customer's request. They are a retail customer with thousands of stores. They would like to be able to enter a ticket using a store number, and we would then be able to auto-populate other fields related to a database of those stores - address, hours, etc. There is no database integration built-in with Desk, but one idea I had was to create a database using Zoho Creater (or some other app) and then do a trigger with Zapier to update address fields
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