Show private comments while composing a reply during blueprint transititon
Hello! Our team frequently uses comments for internal discussion about open tickets -- how to solve the issue, how to respond to the customer, asking for input from other departments, etc. We also use blueprints exclusively. When composing a reply during a blueprint transition, oftentimes we need to reference what was said in a private comment. But the only way to view comments while drafting a reply is to close the blueprint, which destroys the drafted reply. This means our agents are implementing
Is there a way to remove widgets in help desk?
Hello, I'm trying to remove the widgets "Departments" in the Ticket list and "Popular Articles" in the Ticket Add form area. I'm not sure why it doesn't seem to be working. I was also hoping to remove the search bar but I'm not sure if that's a widget as well. Thank you.
Ticket EM #1
Cliente solicita que se quite el IVR configurado el día feriado a la operadora. Pregunta si es posible enviar notificación al correo de cuando hay una llamada entrante. Actualmente le notifica las desviadas o perdidas.
Desk Digest
We would like to encourage user engagement with a Digest of the activity happening in Desk Community. I think a weekly option would be more than efficient. Right now we are having to do it manually if we want to do it. All we are looking for is a simple email featuring the top posts for the week and perhaps the new articles published in the Knowledge Base. Would anyone else find this useful? Thoughts?
Integrate Office365 with creating helpdesk users?
Ive just added the office365 extension which allows for contacts to be added and agents to be added directly from office 365. Could this be implemented with Knowledgebase Users allowing the admins control over who gets access and being able to add users in bulk? Use case would be admin adding all office 365 users (everyone in company) to the knowledge base and allowing them to login with 365 credentials. This means the admin can do this in bulk rather than waiting for a user to signup etc
Ability to automatically send user account creations to admins and manage KB/Department access
Ive seen you can moderate account creations however it seems when a user submits a ticket and gets an invite you cant moderate their signup. Is there a way to enable moderation of account creation this way? Is it also possible to set something up whereby when a new user account is created the admins have to option of assigning them to groups right there and then without having to go into the helpcenter user database and remembering the new users names etc?
Replying to a long threaded ticket crashes my browser
We have been facing slowness in Zoho Desk for the last few weeks in our company. Whenever we reply to a ticket, it takes a very long time to open. Depending on the ticket thread size, sometimes it would become unresponsive and crash the browser. We are running Firefox, Chrome and Edge. We tested this on different networks with different Internet speed. All of our networks experience the same issue. So this is not an Internet speed issue. Is Zoho Desk doing maintenance to their servers? When should
How to check which agent is in charge in the help center
When a customer checks the status of a ticket in the Help Center, can I see the name of the agent responsible for that ticket? I remember having such a function in the past, but I have not found it.
TLS v1.2 Upgrade for Zoho Desk
Keeping your data safe is our top priority. With that goal in mind, Zoho Desk will be discontinuing support for browsers, APIs, and Plugins with old protocols including TLS v1.0 and v1.1. Going forward, we will only support TLS version 1.2. Here's why this is happening. Older versions of TLS don't meet security standards anymore. They have certain vulnerabilities without any viable solutions and are being replaced with a set of more secure protocols. According to PCI standards, TLS 1.2 is the most
Order(s) view on Zoho Desk
Hello, I want to see the customer's order information within Zoho Desk. We have 2 online stores-- Amazon and Shopify. I see the Shopify orders on Zoho CRM because I integrated it to Shopify but I was hoping that it would send and sync the data too to Zoho Desk since I integrated Zoho CRM to Zoho Desk. How do I configure it? If I need to use Zoho Flow, can you help me with the correct way to map it out? When I choose Fetch Contact, it does not include the Order Number nor the Sales Order field. Please
Can't find to remove NoIndex for my knowledgebase articles
For every article, in the SEO section I couldn't find NoIndex option. I wanted to index that on google but in search console it says, content has been restricted for search engine with NoIndex tag. But as per your article https://help.zoho.com/portal/kb/articles/search-engine-optimization-for-help-center I couldn't find NoIndex option in the article editor.
Can I auto assign ticket follower with a workflow rule?
In my Account section I have a Custom field called CSM with the name of a CSM, and all my CSM have Light Agent profiles. I'd like to auto assign this light agent as a follower of the ticket. Something along the line of "if 'Account CSM field' = 'Light agent name' then assign 'light agent' as a follower of the ticket" Is that a custom function you can help me with?
Introduce the ability to create multilingual announcements
With the introduction of multi lingual support within the Knowledge Base, could this mechanic be extended to other parts of the community portal like announcements?
Integration with Zoho Subscriptions
Does Zoho Desk integrated with Zoho Subscriptions? I wanted to see my customer subscriptions details in desk, when i receive tickets from them.
Due date rule should be more flexible
The only thing I can do with rules is put it X hours into the future. What I would like to do is to set the due date on a fixed time tomorrow. So every ticket that comes in today has due date tomorrow 10am for example.
Upgrade plan and use credit
Hi I would like to upgrade my plan to next level on an annual basis, and use the $162 credit that i have. How can i do that ? As i tried changing the plan, and it only allows the monthly option.
Getting 500 code when trying to update account
Hello, I am having trouble to udpate any parameter using the API. I am pretty sure that I am sending a correct Token and that it has the needed scope (Desk.contacts.UPDATE). First I tried sending the whole information, but got the error, and I ma still getting the same error by just sending just one parameter: async function updateCompany(accountId, params){ let headers = httpCalls.buildHeaders(); let url = `https://desk.zoho.com/api/v1/accounts/${accountId}`; let payload = JSON.stringify(params);
How to paste an alert email to comments when triggered by a macro
I have a Macro that sends an email to the customer using an alert and then closes the ticket. I'd like a copy of that email pasted into the comments of the ticket before it gets closed. Is this possible?
Cannot login to Zoho Desk
Hi there, I'm having issues logging into Zoho Desk. I go to my custom domain https://support.mydomain.com.au/support/xxxxx and enter my email address and password. I then get redirected to https://support.mydomain.manageengine.com/oauthorize which fails with "page not found" error. I mainly use the mobile app and haven't logged into Zoho Desk by desktop for a week. Has something changed? Thanks in advance, James
Added search and add ticket to software using ASAP - Is there a way to filter categories?
Hi, We have implemented the ZOHO Desk Knowledge base search bar and add ticket option through ASAP in our software application. This shows our full knowledge base including multiple categories. Only 50% of these categories (see attachment) are relevant to our software. Is there a way to filter out some categories in the ASAP option?
Ticket Acknowledgement Reply to Customers
Hello We have enabled Notification for contact when Receiving a new ticket, however, we are a Shopify App and receive lots of support request which is sent to our support email from noreply@Shopify.com, replyto headers in the incoming email is set to customer's email address and not to noreply@shopify.com but It looks like Zoho desk sends the notification to noreply@Shopify.com and not to the replyto email address, Is there any way we can change the Zoho desk to send acknowledgment emails to replyto
Permission for certain groups of users - Help Center
Is it possible to create groups/roles for customers? I see that you can create groups/role for internal agents but I do not see where or if it is possible to set groups for customers using the help center. Some background. Our product users are grouped by role (Administrators and General Users). and we would like to give only Admin users access to the entire Help Center (Community, Tickets, and KnowledgeBase) and give General Users access to only the KB. The reason for this is that we ask General
Can no longer log negative time
Hi, We've been using Zoho Support (now Desk) for a while. We have customers who purchase a number of support hours from us. Previously, we have tracked this by adding a positive Time Entry for the purchased hours, then logging a negative Time Entry each time they use some, allowing us to track the total remaining. With recent updates, it's no longer possible to add a Time Entry with negative hours, which stops us from being able to do this. Is there a better way to get the same functionality we've
How do I access the ticket identifier (the long one in the url) via placeholders in email templates?
Is there a way to access the ticket identifier (the long one in the url) via placeholders in email templates?
Final Reminder - Enhancement to Agent/Team-Related Permissions and Corresponding API Changes
Dear Zoho Desk API users, Close to a year ago, we made a few API enhancements in line with GDPR guidelines. These enhancements relate to agent profiles and teams, providing a way to control who can view Personally Identifiable Information (PII) of your agents. (Click here to read the announcement.) We hope you went through the API changes detailed in the post and tweaked your API-based tools accordingly. If not, please read the announcement once again and make necessary modifications before the
Creating Dependency fields on Helpdesk End User Portal Ticket Creation Form
Hi, Is it possible to create dependency fields for the End User Portal Ticket Creation Form? What I am looking to do is have a field with a pull down combo box and depending on what option is selected in that field, refresh the form to only show certain fields below that data needs to be entered in. The reason for doing this is that depending on products chosen we want to only show certain fields for the end user to enter data for and not show 30 fields on the one page when creating a ticket in the
SLA tickets depending on Plan in Zoho Subscriptions
Hello team, I am looking to detect some customers with certain Plans in Zoho Subscriptions to offer a Premium Support through Zoho Desk (for ex. with a reply to their tickets before X hours). I was looking for SLA escalation but the rules can not call more than ticket rules, and I need to connect in some way the tickets with the customer Plan in Subscription. Any idea how to do that? Thanks
Token getting DEPRECATED_AUTHTOKEN_SCOPE
when I trying to get a token. can anyone help in this situation? https://accounts.zoho.com.au/apiauthtoken/nb/create?EMAIL_ID=vineeth.v******ic.com.au&PASSWORD=**********&SCOPE=ZohoSupport/supportapi getting result like #Wed May 06 01: 12: 38 AEST 2020 CAUSE=DEPRECATED_AUTHTOKEN_SCOPE RESULT=FALSE
Approval Process for new Contacts
Currently when a new contact sends a question to our support email and it doesn't match a contact in CRM / Desk, a new contact is created. Ex: John Smith sends a question to our helpdesk through his personal email rather than his work email. Since his personal email does not match any contact in our CRM or Desk, a new contact gets created in Desk. Is there a way that I can catch this email before a contact is created in Desk, reassign it to the contact we have in Desk / CRM, and then continue to
Introducing Toggl, Alegra and 3 more Zoho Desk extensions
Improve your support workflows with new extensions for Zoho Desk on Zoho Marketplace. We introduced Toggl and Alegra along with 3 other extensions for Zoho Desk powered by Zoho Flow. Here's a list of all new releases for Zoho Desk, July 2020. Toggl for
Default or Enfroced Column Layouts and Views
Hi, I'd really like a way to enforce some consistency across all agents and all departments: - The same view to be used (for example, 'Table' view) - The same columns and column order for each view - Remove ability for users to customise their view Is any of this possible? At the moment it seems I have to login as each agent to setup their views and column layouts, across all the departments of which they are a member. Thanks.
Request: Be able to pull user data from the Help Center so they can approve tickets
It would be useful to have users in the help center be able to show when selecting an approver as they dont need agent accounts but depending on company role, need to approve user requests in a ticket. This or be able to have a custom dropdown list where you can enter emails and when selected in the ticket it automatically sends an email template to the selected email for approval
On New Form Submission, the Checkbox Field has the Checkbox Below Label Instead of Next to it
Hi Zoho, For new ticket submissions, the "Checkbox" field has the actual checkbox below the label. This is really awkward and not how any modern checkboxes work. Can you please allow the checkbox to be directly left of the label, which is standard for any website. This is what it looks like for users inputting a new ticket:
Block non registred users to open Ticket by E-mail
Hi Team, i would like to block non registred users to open ticket by E-mail. How can I do this action?
Ask the Experts 15: Authentication, Security, and Privacy
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums, wherein a panel of experts will take on questions about topics related to Zoho Desk. The panel will be available for a 5 hour period and will answer any questions
App Spotlight: Lateshipment.com for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Visit Zoho Marketplace to explore all apps. Lateshipment.com for Zoho Desk Be proactive in identifying and mitigating the risk of delivery failures and drive efficiency in logistics with actionable information about your packages. Create delivery-related tickets, track parcels, and send delivery updates to customers in real time without leaving Zoho Desk. Get the extension here Business needs As a retailer, you make
Automatically insert text to ticket reply
Is there a way to insert a text at the beginning of each email ? We need to insert a text like "please hit reply all when getting back to us" and to repeat this text over and over in each message to the client, until they understand :) So, is there a way to insert text by default ? Beside the insert signature option, I haven't found anything else. PS: Our company is on a free version now. If you know how to do this for paid version, please advise and we'll consider upgrading. Thank you !
To remove 'agent' login referece
How to remove the reference to 'agent login' in the customer portal?
How to import Resolution in Zoho Desk , Tickets Module
I am trying to import tickets from .CSV file and i am not able to find field Resolution While importing .
Manage TO: field in Zoho Desk custom function (deluge script)
Hello, I need to manage TO: field on my deluge script. I'm using a dozen of incoming mail addresses and I need to know what address the customer writes to (i.e. support@myaccount.zohodesk.eu or payments@myaccount.zohodesk.eu ) Currently I have created 1 rule for each support mail address, but I would use a single custom function / deluge scripts. Could you help me?
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