How can i send a snap shot of a dashboad
I would like to send a snapshot of a dashboard to my team on the first of each month all i see is a way to export a csv or xls is there a way to schedule a snapshot of a dashboard maybe a PDF.
Why can't I see an attached document in the KB when I enter normally and can see it when opening the article in the Help Center?
Scenario: Create article in KB Attach a document as downloadable attachment Publish it for All Users Go to the article Login to the portal as a customer Navigate to the article Expected result I can see the attached document as an agent in Zoho desk when navigating to the KB (step 4); I can see the attached document as a customer when in the Help Center and navigating to the article (step 6) Actual result As an agent I cannot see the attachment in Zoho desk when navigating to the KB (step 4); I can
Desk - ticket response (conversation) am I missing something?
Hi, first post in here. So I have an ongoing conversation with a client regarding their ticket, which is now 20+ replies, how can I send them a reply without including all the previous replies in the body? It's almost a new question about the same ticket so previous replies not relevant. Anyone else confussed? Andy
Validation Restriction while creating Customer Contact
Hi, I am trying to create a customer contact under an account, but I don't know why there is a validation restriction in the last name placeholder. While creating customers with same last name gives the following response-- Duplicate Contacts with this name "Shah" already exist My multiple customers may have the same last name. I need the resolution immediately
Custom Customer Portal.
Good Day, Is it possible to upload my custom customer portal in Zoho Desk? (ASP.Net webiste MVC) Thanks.
Showing more Detailed Account information on ticket
Anyway to contorl what is shown on the left of a ticket - not the actual ticket fields but the account/contact information at the top - ie Name, comp;any name etc - very very limited.
How to sort by status in the compact view?
I don't see in the option, I know there is the kanban view by status, but I'm not of fan of the layout.
Email notification for new tickets
We are not receiving email notification when new tickets are logged. Please assist
Move a community topic to a different forum
Hello, Is there a way to move a topic to a different forum? Also, how can I stop forum posts from automatically turning into tickets? Thank you, Theresa
Welcome message on Desk login page
I would like to have the ability to add a welcome message to our Zoho Desk customer facing login page. The message would include hours and phone, and a note on how to create an account. It may also have a warning message for unauthorized users. It should support up to 800 characters and minimal HTML (<a href>, <b>, <br>, <p>). If a welcome message is entered, just insert it over the forgotten password / agent login links. If no welcome message is entered, the page will display as it currently does.
Any overlap between Desk, Projects and CRM?
We are planning to evaluate Zoho desk soon. In the future we may be interested in functionality in Zoho CRM and projects. Is there any overlap between these three products and if you purchased all three would it in effect be one system?
Can I upload a document to a knowledge base article that customers can download?
For a specific article that is about how to build up a particular profile in a document, I would like to add a default document that we share with our customers in a training. In order for them to have acces to such a document at all times, e.g. in case they lose it, I would like to add the document to the article so that they can download it there themselves. Is that possible and, if so, how? And, if so, are there restrictions to the type of documents?
Thread level Keywords?
On some of our tickets, we have recently started seeing thread-level keywords. Can you tell us what this functionality is and how to use it. Looks like it just started happening today!
Gamescope
Gamescope is the process of gamification for agents that helps you bring in a competitive environment for your support agents. Awards your agents with badges and trophies for the successful completion of tasks and introduce healthy competition for improved customer service performance. If you tried the beta feature, please share your feedback below. Your feedback will help us refine the finer details before releasing this feature for a larger audience. P.S. If you haven't requested the beta
Multi-lingual Knowledge Base
With Multilingual Knowledge Base, you will be able to create and manage articles in multiple languages to support customers from different regions and associate multiple categories with each department in your Knowledge Base. These features, used alongside User Groups, make it easy to personalize and manage your content for different groups of users. If you tried the beta feature, please share your feedback below. Your feedback will help us refine the finer details before releasing this feature
Feedback Widget vs ASAP?
Other than the difference of look where ASAP button shows up as a distinct button, vs Feedback widget that shows on the side of the page. Are there any other differences? How do we decide which one to implement? Also, looks like we can have a chat functionality in feedback widget. If SalesIQ is enabled would SalesIQ be used as chat in feedback widget?
"Dashboard" tab missing
I've logged into Zoho Support this morning and realized that the Dashboard tab has disappeared. Is it a problem specific to my account or has the Dashboard tab purely and simply been removed from Zoho Support?
Editing of Images in Ticket Responses
Hi Zoho, i feel Zoho desk is missing a critical feature to edit images as they are added into the reply like you can in Zoho Mail or in Cliq. e.g. in Zoho Mail or Cliq i can add a box or arrow etc when i insert an image or screenshot. In Zoho Desk we do not have the option to edit the images or screenshots that I add into the ticket response. I am currently required to use an external program or Zoho mail to edit an image then copy it to Zoho Desk. Can I request this feature be added to Zoho Desk?
Ticket Layout in 2 columns
When you are setting up the layout, dragging and dropping the fields its in 2 columns. When you select the deaprtment and view the ticket on the help desk site its one column. This would save a lot of space. For instance the date time fields shouldn't need a full width box.
How to add a block of text to a ticket
Hi I have a need to add a block of text to help my users navigate/understand the ticket form. Statis tool tips are no good as the amount of text is limited, changing Section titles doesn't work either due to the limited amount of text. It would be great to have a simple text box that can be populated. I saw in an earlier post that there may be a way to edit the CSS to include some text. Can I get some advise on this or any other option I may have? Regards Scott
External support ticket sharing
One of our vendors has followed our example and moved to using Zoho Support for thier Help Desk. (Any kickbacks?) Is there a way to add them into our Support Desk to allow them access to a particular department so that we can share tickets and assign them certain tickets or tasks? We could of course simply email their system, however if we do it from within Zoho, then our ticket numbers in the subject conflict and either causes an auto-response loop based on our mutual reply settings, or wrong
Customizing Help Center New Ticket Form
I have a few needs that I'm hoping can be addressed through HTML customization or through other means: 1. Is there any way to hide or display fields based on business hours or outside business hours. Outside of our business hours, we want to ask one additional question at intake. If it's not possible at the field level, is there any way to at least have a different default layout (now that multi-layout is available) outside of business hours than during business hours? 2. Is there any way to put
How to delete mandatory sections in tickets
i want to delete mandatory sections and how can I add more than 1 attachments
Zoho Desk Community Digest - May 2020
New Features of the Month Navigating email templates just got a lot easier! Beta Releases Beta access to Multi-Layouts. This allows you to show a separate set of fields for each product, process, or service and ensure that your customers and agents see only the relevant fields. Marketplace Updates Introducing CapsuleCRM, Xero, ClickSend and 7 other Zoho Desk extensions Other Enhancements Bulk export option is now available for all static reports. Before downloading a EML/Msg file in Mail
Asana integration
Hi, When I create an Asana task from Zoho, is it possible for the Asana assignee to see the ticket information (fields)? How can I do this? Thank you for advising!
Update field when ticket create
Hello I need help to create a small custom function that update on ticket creation, the field cf_order_status by inserting a url composed of a fixed part + customer's email, like this: https://site.url.com/?m=customer@email.com Could you help me? Thanks
In Ticket Template - limit Contact Name to Agent who is logged in
We want to limit the Contact Name field to the name of the Agent who is creating the ticket (the agent who is logged in). We have had issues with Agents opening tickets under other Agent's names and we'd like to create this restriction to solve that problem. Presently it is a drop down field with all of the agents listed.
Ask the Experts 14: Help desk Customization
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
How to Make user login automatically by using credentials from another source
Hey, I have a SaaS based product, We have hundreds of users using our solutions. Here is scenario where I need help? I would like my users to create from tickets directly from my software page. I would like them to check previous tickets logged by them. Important point is, I don't want them to create a new username and password for DESK, I would like to use my software User Credentials to allow them login and create/ check tickets. How do i achieve above scenario?
Notification templete
I´m using the Desk in Spanish but by the way, In the templates, I find this "Notify agent when a comment is deleted" and all comments anyone post I receive that template. My question is. if the Notify "says" comment is deleted is not really deleted so I guess is wrong named because it looks like a comment is added. the template look as a follow Dear ${Cases.Recipient Name}, ${Cases.Recent Comment By} has deleted a comment from a ticket (${Cases.Request Id}: ${Cases.Subject}) that has been
URGENT problem - ZOHO Desk and our helpcenter not reachable suddenly
Starting 20 minutes ago our support department can not enter Desk anymore or see ANY support ticket The helpcenter customers use to view information is also unreachable. an someone urgently assist us?
How to change community display name
How would i change the display name in for me in the community? It currently shows as "jplant01 " i would like this to say something else?
Create ZOHo DESK webhook API
Hi, I a working with ZOHO DESK API, which is working fine. Now I am testing ZOHO WEBHOOK API. To check webhook API I need to first create ZOHO webhook . I just want to receive contact details to my web app when any contact is created in ZOHO DESK When I run below PHP script to create ZOHO webhook API I am getting response (400) "bad request". <?php $auth_token = '0e6934d204403eeaa67289xxxxxxxxxx'; //my_auth_token $org_id=6xxxxxxxx; //my_organization_id $ticket_data=array(
Looking for information or example of Invoke API
I am looking to invoke: https://desk.zoho.com/DeskAPIDocument#Tickets#Tickets_Getaticket from my extension. I am currently opening up a HTTPRequest for it and filling the fields as needed. I believe I have it correct but am running into CORS issues: Access to XMLHttpRequest at 'https://desk.zoho.com/api/v1/invoke?{orgId}' from origin 'https://127.0.0.1:5000' has been blocked by CORS policy: No 'Access-Control-Allow-Origin'. Is it possible to get a solid example of invoking this API for reference?
Notifications, pop-ups and reminders
im totally new to this, and im setting up Zoho desk with a few Test Tickets. i am setting up reminders. some are a day Before the due date, some are ON a specific day and time. all the reminders have come and gone without any notifications. no pop-up. however, i DID get an email reminder, (the "day-before" one) but still no pop-up within Zoho. (and as a side-topic, id like to change where the reminder email goes too, and i dont know how) i also added a Test reminder to the Activities Tab at
Macros and workflow conflict
I set up a workflow and a macro with the following contents: - Workflow: If certain fields are not filled in, the ticket status will be changed from Close to Open - Macro: Update status to Close When I apply the Macro, the ticket is changed to Close even though the fields specified in the workflow are still empty. No further workflow was applied to turn it back to Open. How to set up so that agent cannot close the ticket when there some fields are not filled? Thank you!
Introducing CapsuleCRM, Xero, ClickSend and 7 other Zoho Desk extensions
Zoho Marketplace releases CapsuleCRM along with 9 other Extensions for Zoho Desk. Here's a list of all new releases for Zoho Desk, May 2020. Get more from your Zoho products with extensions from Zoho Marketplace. CapsuleCRM for Zoho Desk powered by Zoho
Zoho Desk embedding screencast video
I have an account with TechSmith Camtasia and their screencast.com system, it allows a method of hosting videos similar to YouTube but without advertising etc I am trying to add a html embedded video from my screencast.com account to my Desk - KB articles unfortunately at present i am stumped on my first article it lets me add but seems to strip out the video aspects on save help please Below is what i paste <!-- copy and paste. Modify height and width if desired. --><iframe class="tscplayer_inline
My ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@kimbodev.zohosupport.com from a test client account no ticket is created. Help appreciated.
Agents cannot send email when there is an attachment
When our agents attach a file to a ticket and send a reply to the email, it does not get sent. There are no error messages. But they can send a reply to the ticket when there are no attachments.
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