ASAP Extension problem with tooltips for node vue Quasar web app
We have an application coded with Vue Quasar Framework that we are trying to make the Zoho ASAP extension work so we can display tooltips to users. We have added JS code and we have created the tooltips, but in order for user to hover or click them, the user needs to refresh each page they visit once before tooltips start to work. The app is an SPA app. Has anyone run into this issue before?
Data value in helpcenter
How to check if someone has entered a number here: and display a message that the field cannot contain numbers.
Gamification Reports
We would like to be able to see who is our most engaged users. We would like to know who is on the leader board with our gamification. Seems like that is a feature that is missing.
How do we turn off the auto creation of a ticket when a chat is initiated?
Just yesterday (a busy day, but not super unusual for us) we handled about 800 chats as a team. All of those chats were automatically converted to tickets, so at the end of an exhausting day, we all had to go back in and close those tickets. This is true every day. That added work at the end of the day seems unnecessary. Not to mention, it's possible we missed some legitimate ticket creation through other channels because we were just closing these chat tickets in rapid fashion. What we would
Ask the Experts 13: Agent Productivity Apps - Powered through Marketplace extensions
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
Custom Field Data not showing up with API call.
I am working on an application that can create new tickets and read ticket details of current ones. When I submit a ticket with custom field data it creates correctly and I can view the newly created ticket. But the custom field data shows up as a empty field. This is how it is formatted when I submit the ticket. cf : { cf_store : data.store } This is what I see when I try to view the ticket. cf: Object { } Do I need to format my GET request a special way to view Custom Field
Reminder - Enhancement to Agent/Team-Related Permissions and Corresponding API Changes
We would like to remind you about a few changes to APIs related to agent profiles and teams. About eight months ago, we informed you about a more granular profile-based security setting for managing agents. We made a few enhancements with GDPR compliance in mind and provided a way to control who can view Personally Identifiable Information (PII) of your agents. We hope you took notice of the API changes detailed in the post and tweaked your API-based tools accordingly. If not, please read the forum
Some missing features for knowledgebase portal
We are using Zoho One for almost a year. Still, we couldn't finish exploring all the features of Zoho yet but we are discovering interesting stuff lately but daily. Almost 4 months we decided to use Zoho Desk help center A.K.A Knowledgebase to build a strong documentation portal for our services to our loyal clients to avoid repeated questions and problems that overwhelmed our support team. I love it. Although, some important features are still needs to be available by Zoho Desk for it's public help
Voicemail to Ticket
Can we do voicemail to ticket?
My Open Tickets Missing Populated Data
I need help. For some reason when in My Open Tickets (table view) information that is populated on the ticket is now showing up on the view. This just recently started happening. It works fine in any custom created views, but not the canned views that are defaulted in. Any ideas what could be causing this issue? The black boxes are populated with data but are redacted to insure the privacy of our customers. Example: Yellow fields showing as blank but the ticket has all of this information on
Unable to convert the java remote authentication code to .net
Has anyone successfully convert the MD5 API key code to .net (either c# of vb). We are really battling with this and cant use the remote authentication because of it. It is the last piece of the puzzle.
Field Not Displaying in Field Permissions for Specific Profiles
A specific field is not displaying in the field permissions for a specific role. In my case, I would like to configure field permissions for the "Complexity" field for the "Supervisor" profile, however the field does not display in the list. It displays for other profiles, though (screenshots attached). What would cause this?
'Comment' tab in ticket not availlable for all
Dear support can you please help me figure out how I can add the tab 'Comment' to the departments? I'm not sure if this depends from dept or agent or what, but I've a situation in which 1 out of 5 dept can use comment to collaborate with customers and the others not. I would like to extend the comment functionality to everybody. Thanks for your help BR Diana
Connecting Zoho community page with Facebook
Hi all, Is it possible to connect our zoho community page with our facebook? I would like our clients to be able to use our facebook group page/chat and raise discussions where it also feeds in back to our community page in zoho and vice versa, that way end users are not tight only to community but they can raise the discussions in any other social platform.
Add Private Comment via custom function
We want to use a Supervise rule to input a public comment on a ticket after certain days of inactivity. Can you please help provide with the code to create and input a public comment on a ticket?
Searching & Modules
When searching in Desk using the search bar or "/" key, it searches the current module you're looking in. However, in order to find what I'm looking for, me and my team have found that you need to select the "all modules" in order to see tickets in the past, and other results. i.e, there's a lot of tickets that don't fall underneath "tickets", but are only found in all modules. These are recent tickets, too... talking within the last month or so. What's the news with this? Are they moving out of
Problems when forwarding from external email adress
Hi! I've tried to configure a soloution with an external email adress that forwards it to support.company.zohodesk.com. The forwarding works but gives some problems. When Customer sends an email to my external adress help@company.com it forwards it to support.company.zohodesk.com and creates a ticket. Good! When the ticket creates I want the automation to send the automatic reply "Your ticket has been created" to my customer. The reply sends but goes only to help@company.com. How can I send it to
Stuck in Video Playback in Desk Article
When I click on a video I embedded in a Desk article it opens in a shadow box over the article and plays fine. However there is no way back to the article or to the Knowledge Base. There is no button to get out of the shadowbox overlay, and hitting back on the browser doesn't work either.
How many tickets have closed.
Greetings, I am in need of a report. I would like to know a way to find in (for example last weeks - months) OPEN tickets, how many of them were closed and how many of them have been put on hold. But I only want the tickets that came in last week. I don't want to see older tickets that were closed. Is there any way to do this?
Link ticket to an account
Hi, Is there a way to link a ticket to an account through Zoho Desk API? Thanks. -Nimesh
Deprecating the isInvoiced and isBillable query parameters
If you offer paid support to your customers, it is important to track the time your agents spend on resolving tickets. Zoho Desk provides a time tracking capability and the option to create billable time entries. Besides, by integrating your Zoho Desk portal with Zoho Invoice, you can also create invoices and send them to customers from within Zoho Desk. You can view the time your agents spent on each ticket, under the Time Entry tab on the ticket detail page. All this while, this tab contained
Desk User Profile
We find a significant amount of disconnect and missing functionality in the User profile for our customers accessing Desk. I would like to propose some changes be made and would like to get the feedback of our community. 1. User profile layout ( aka 'My area' ) controlled and manipulated to suit business needs. ie. Add additional fields, allow some or all of the fields to be edited by the customer. Also, if we have them in Zoho CRM, then we should be able to pass some of that information to their
Getting around the reporting time limitations
Hello, How are folks getting around the restriction on reporting for data created within the last 366 days? We have data that is over a year old, including accounts that were created when migrating into Zoho. With the 366 day restriction, I'm no longer able to run account reports across all accounts due to the restriction. Although we have the ability to see previous FY and current FY, without running 2 reports and combining the data (thereby doubling effort) we are unable to see a complete picture
SLA changes every time customer responds
We sort our tickets by which ones are closest to SLA. One issue we have currently is that every time a customer responds to their own ticket it updates the SLA even if no agent has touched the ticket. Example: If we have an 8 response hour, if after 7 hours we have not touched the ticket, but the customer responds, it will extend the SLA another 8 hours. A few times this has happened multiple times causing us to not notice the ticket for several days because the customer kept responding (as it was
Zoho Desk Community Digest - March 2020
New Features of the Month Automate your custom functions using Schedules Marketplace Updates Introducing Vimeo, Insightly CRM, and 5 other Zoho Desk extensions Other Enhancements You can now add contacts as cc in ticket add form and help center Knowledge base article permalink structure modified to include category name and section name A new option in the KB manage page, to help users choose if they want the feedback form to be displayed for the disliked help articles A new default report called
How to display Subsections in Help Center KB page view
Hello, We are using the 'Elegant' theme for our help center. Our KB is organized into Sections and subsections. When we view the main KB page, we see section headers and all the articles in the subsection to that header. Instead, we'd like to see the subsections displayed under the section instead of each individual article. Subsections are only displayed once we click on the section header. Any ideas on how to obtain this view? Thanks!
Password reset email broken
Hello, Recently it has been brought into my attention that the password reset for the community forum is not working. I tried it myself and the automated message I get on my email looks as presented on a screenshot. There is only a logo and name of our company and the user's name rendered, the rest of the message is just some placeholders. There is no pasword reset link. As I understand, there is no way of customizing this message so far, so I request your help in fixing this.
Introducing Custom Permissions for Extensions
Many times, it is not required for all users of a portal to be able to use your extension fully. In some cases, it is even important to provide restricted access to an extension's range of capabilities. We are now making it possible in Zoho Desk, through a new functionality called Custom Permissions. Custom permissions are a new type of permission that you can provide in the extensions you develop. Using custom permissions, support admins/managers can configure different levels of access to your
Cloud based file url as attachment in tickets
We would like to record file links to cloud based files (Such as Zoho Workdrive, Google Gdrive, Microsoft OneDrive, Dropbox etc) as attachment records in tickets. The lack of this feature affects us especially for files which are bigger than the current attachment size limit of 20 mb. When we have to attach such files to tickets then we can't use the "Attachment" section of the tickets but rather have to create a comment into the "Conversation" section of the ticket and insert the url of the cloud
Add what is the actual limit for the parameter "limit"
Hi, It woulb be interesting if your documentation could be more detailed. Ex.: For "List all Contacts", for the parameter "limit", it's a maximum of 99 contacts. https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_Listallcontacts
Adding Account Name
We are in need of the ability to add the account name either at sign-up or worst case scenario, after they have registered in their portal. We are a company that doesn't give support without knowing who the company is and matching it up in our sale or trial records. Not having the customer able to give this information is creating huge problems for us.
How to Pull all tickets with get request to API
I am currently working on an application that pulls all of our desk tickets in using the API. Currently I can only pull the most recent 20 tickets. We have over 200. Is there a limit on how much information can be requested per API request? If there is not how would I format the request to pull all data?
No longer can edit articles created by another agent s
Hi, I cant find why agents can no longer edit articles created by other user. Our admin said nothing has changed. When we clicked the edit icon nothing is happening no error message nothing, If it a permission issue, could you please tell where the admins can find it? Thanks all, Max
Transfer a ticket to another Zoho Desk account
Hello, I'm using Zoho One for 2 companies. In Zoho Desk, I need to automate a rule, but can't find how !! When a field has a certain value, I'd like the ticket to be transfered to my other Zoho Desk so I'll have important values like the name of the customer, email adress, and it will create a ticket in the transfered Desk Thanks for your help
Virtual Waiting Room or Virtual Queue
HI! You guys keep getting better and better, however, I was wondering if you guys have a plan or if there is any app that has Virtual Waiting Room or Virtual Queue abilities, either after submitting a 'Case / Form / Ticket' on Zoho Sites or Zoho Desk? I am trying to make a web based call center with a specific service that someone can come and request the service and then they can be put into a queue (Round robbin to an agent) while simultaneously have the client viewing a 'virtual waiting room
Is there a way we can redirect to my Knowledge Base with my ASAP user credential?
Hi, We have enabled both ASAP add-on and Remote Authentication. We can see knowledge base articles with ASAP add-on and login with Remote Authentication separately. But When we want to redirect to our protected knowledge base article with link button on top right, it ask me to login again with remote authentication again. And after login, it redirect to Home page instead of the article I would like to access. Is there a way to fix this to avoid this redundant login step ? Thanks.
RingCentral Call Transfers Dropping
We use the RingCentral integration, and we have an issue where our users are reporting that when a call gets transferred to them, it only rings once and before they have a chance to hit the green button and answer the call, the call drops and says "missed call". Apparently this happens every time.
Hide Ticket Submit unless logged-In
I am working on our Help Center and would like to be able to not allow ticket submission unless logged in maybe even strict it down to the contact's role. The goal is to have the account admins and owners be the only ones that can open a ticket. Is there a way to do this either just hide from the non logged in parts of the Help center to tie it to a contact role?
Introducing Vimeo, Insightly CRM, and 5 other Zoho Desk extensions
Zoho Marketplace releases Insightly CRM along with 6 other Extensions for Zoho Desk. Here's a list of new releases for March 2020. Get more from your Zoho products with extensions from Zoho Marketplace. Shopify for Zoho Desk powered by Zoho Flow Easily
Branding HTTPS giving not secure
When we setup rebranding and did a redirect it uses HTTPS and we get and SSL error. how do we fix this?
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