Zoho Desk / Zoho Subscriptions Integration
Please confirm that the integration between Zoho Desk and Zoho Subscriptions is merely informational - that it provides Zoho Desk Agents subscriptions information WITHOUT any ability to change any data in zoho subscriptions. Is that correct?
Insight into customer portal activity
It would be helpful to gain insight into how our users are accessing the customer portal and how often. On a basic level I would like to see by contact the last login date. Otherwise, I have no idea if my users are even able to log on unless they send me an email or give me a call.
Desk API List all contacts returns less fields than contact find
Hi, I've noticed a problem with using GET /api/v1/contacts method. It does not return many important fields, like custom fields, address fields or social url fields - comparing to GET /api/v1/contacts/{contact_id}. For now the only solution what I see is to fetch contacts ids from the list response and then to do to single contacts fetch. This is very unefficient way (specially that users have rate limit on their accounts). Is there an option to request improvements to the list method (to return
Unable to process your request
Good morning! I am going back through our tickets and updating missing fields like product and due date. i have done around 30 and now when i try to amend the due date to have data in the field i'm getting unable to process your request. Is there a limit on updates?
Zoho Desk Community Digest - February 2020
New Features of the Month Zoho Desk now integrates with Zoho Inventory and Zoho Subscriptions Beta Updates WhatsApp for Zoho Desk is now open for beta access! Other Enhancements Update your Zoho Desk domain-mapping details (CNAME) at the earliest. Get a one-time notification on Desktop for a new ticket. In Blueprint, you can now arrange transitions in a specific order from each state "Show Master" option in Knowledge Base to view the first article that was written while seeing the translated versions
Non-spam email addresses always marked as spam
Hi, Firstly - I have lots of emails in my spam folder from the same email address. When I click on 1 of these emails and mark as 'not spam' - I get an option to 'unmark the existing tickets from this contact also as spam'. If I check this box and then click 'ok', i'm expecting all other tickets from the same email address to be auto marked as not spam also. But this doesn't happen and the emails remain in spam. Am I doing something wrong here? Lastly - how do I whitelist an email from ever going
Zoho Desk and Jira integration not working
Good evening. My name is William and I'm a Support Manager at my company, where we use Zoho Desk integrated with Atlassian's Jira. Everything was working perfectly fine until earlier today - my agents could open Issues on Jira from Tickets on Zoho Desk normally but now we're seeing the message: "Something went awry in the Issue's property fields. Please recheck and try again." as in the printscreen attached. I have made no changes in Jira (and we use a Server Version, therefore it will only update
Remote Assist Button ReMapping
We use Connectwise Control (Screen Connect) and would ideally love to use that "Remote Assist" button integrated into the Zoho Desk ticket to send an invite from our program. Anyone ever remap this button to use their own program? A quick search revealed Zoho support suggesting the user build a marketplace app, but nothing else was found. I am not looking to market this commercially, however if the dev cost/effort on my end is minimal I would be happy to share it with the public. Thanks!
How to get OAuth Authentication for third party apps using Zoho Desk Extension
Hi, I am trying to connect third party app via Oauth Authentication using Zoho Desk Extension. I want to sing up to get the access token from that app. Please help me to make redirect from zoho desk extension and get the access key and store in zoho desk.
Include Request for Approval in Workflow or Macro
Is it possible to include a Request for Approval in a workflow or macro?
Signature in "Send As Email"
Hi there! Hopefully I'm not missing something, but it seems that agent signatures are only added to replies to tickets. There doesn't seem to be a way to have the agent's signature show up in outbound emails for newly created tickets (When you click 'send as email'). Is there any magic way to get agent signatures included in these emails?
Custom Views
Why can't we set up Custom Views for All Departments?
Sharing ticket
How can child department closed the shared ticket from the parent department ?
Users are not seeing all of their tickets in the portal
We have some of our customers that use the portal and they are reporting that they don't see some of tickets in the listing in the different sections. If they search for the tickets they are able to find them but they want them to be in the listing. Is there a way to control this or do you know what tickets show up in the list? Is there a way for me to go in and view the portal as a customer? Thank you
Hyperlink for community side panel
Add an option to insert hyperlinks to community side panel so we can publish external sites links related guidelines, terms etc. Setup > Community > Categories > Edit > Description (zoho may not need to offer toolbox to insert hyperlink. basically allow to add HTML code or markdown) Note, currently we can add website links and it display as text(issue too) but hyperlink save space than long site URLs
WhatsApp?
Hi Many of my clients are turning to WhatsApp as their main way of communicating with me, especially for urgent issues. I can't force them to use email. I am having a hard time managing support SLA and time sheets when so many communications happen outside of Desk. Any ideas how to get WhatsApp chats into Zoho Desk, connected to the correct contact? Thanks Brendon
Associate accounts/contacts with a product
Hi, I am trying to associate accounts/contacts with a product using an API call but receive the following error if I pass more than 10 ids. The data is invalid due to validation restrictions. [{"fieldName":"/ids","errorType":"invalid","errorMessage":""}] Is there a restriction on how many ids can you pass in one call? API : https://desk.zoho.com/DeskAPIDocument#Products#Products_Associateaccountswithaproduct
Get attach file of a thread
Hello Zoho Team, I'm having a problem with attach file of a thread. By api get thread detail https://desk.zoho.com/DeskAPIDocument#Threads#Threads_Getathread I've got link to attachment file but when this link is not accessible. Just got a message "Internal Server Error" This is attach link from API result https://desk.zoho.com/api/v1/tickets/<ticketid>/threads/<threadId>/attachments/362144000001509001/content Tried find in the document but have no result. Please help me check this problem. Thanks
New agent can't access the Parent-Child ticketing extension
A new helpdesk agent has started working with us and we have created a new profile on the current PC for him. This was the only change on the OS and in Desk but this agent is not able to see the contents of the Parent-Child ticketing extension. Is there anything that we can do by ourselves to solve this issue?
Autochange department on specific tickets
Greetings, Is there any way to auto change a department on an incoming (specific) ticket? Because of having 2 departments a lot of our customers send the emails to the wrong email address. Is there anyway to automatically do something about this?
Linking Tickets (duplicates, related, repetitive) for EU DC!
The ability to link tickets, having one being the master ticket and others being child tickets would be awesome. We have some consistent issues that are affecting customers in different ways, but are related to the same thing. Grouping them would be very helpful. this feature would also allow us to group duplicate tickets, aswell as repetive tickets that can be considered as duplicates to.
YTD
Is there a year to date function for reporting purposes? Also, is there a current year or current month?
Tickets do not open when a new user sends us an email.
Good,
Can you help us?
Tickets do not open when a new user sends us an email.
When the person sending the email is a previous user if the ticket is created.
Thank you.
Unable to run Zoho Desk in Dev Mode | Telephony bar is not coming Even after uploading a private app
I am unable to run Dev Mode using command runDevMode() in zoho desk. And on opening the connection Page i.e., https://zapps.zoho.com/zapps#apps/dreconnectors?service=desk It redirects to the login Page. And on Providing login credentials it takes to the https://zapps.zoho.in/zapps#apps instead of the connection page.
Invoicing Accounts for time logged in Zoho Desk by Agents
I am trying to work out the best means for invoicing my client accounts for the time spent by agents in servicing tickets logged in Zoho Desk. In the reports there is not even a report available to show time spent by account on each ticket with the details of the type of support provided. If it is possible to invoice, which of the Zoho apps is able to pick up on the Desk timesheet entries? I would also want to be able to pick up any tasks assigned to an agent that they work on. Is it possible to
How can i duplicate ticket ?
Sometimes i need duplicate ticket, after edit this for another client or other point.
What is your opinion on the best integration for project management?
Looking to add a project component to Zoho Desk.
Assignments rules
Hi all, I want to setup this kind of assignment rules, is that possible ? If the ticket is received and not assigned within 5 minutes, I want to auto-assign it to a specific team. I am looking at the list of criterias, but can't find what I need Thanks for your help folks !
Departments vs. Teams in Zoho Desk
Anyone have advice on whether or not to set up Zoho Desk using Departments or Teams or both? We are currently using Help Scout and are migrating to Zoho Desk. We are a small organization with two Customer Service agents(main email address info@...), a Marketing Director (has a separate email address), a Process Manager (uses info@... and a CS agent assigns) in addition to the two owners (have separate email addresses). Currently, we have Help Scout set up where everyone has access to all tickets
Ask the Experts 11: A 5-hour online Q&A on Zoho Desk Integrations
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 specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any
Deprecating support for the default help center theme
Over the last couple of months, we've made significant changes to Zoho Desk's Help Center. The new enhancements let you customize widgets, build your Help Center block-by-block and selectively display or hide tabs. We now offer not one but four distinct themes - Elegant, Materialize, Flat, and Classic. More information about these changes is available here. We've noticed that many customers still use the outdated default Help Center theme. To make better use of our self-service features, you will
DESK - After-Transition Alerts have quit working
I have a Desk Blueprint and had it functional sending After-Transition alerts by email. However it has ceased to perform after-transition alerts. In the history, when I expand the info I get the message "No actions, alerts, or messages configured for this transition" There are alerts configured, but they are not working. See screenshots for "1 - Request Accepted" transition After-transition alerts are established but not working Any help or thoughts???
A Bucket of Enhancements for the Customer Support Portal
We are happy to roll out a set of enhancements for your Customer Support Portal in Zoho Support. From now on, you can allow your customers to view their organization tickets, customize the portal invitation and specify the default language for your customer portal. View Organization Requests from Customer Portal All this while, users logging into customer portal can view and track only the requests submitted by them. In the enhanced customer portal, they can also view the requests submitted by others
ZOHO DESK - ITALIAN LANGUAGE
Hi, i'm trying ZOHO DESK. I setup italian language for backend area but i'm unable to set up Italian Language for Customer Portal. How can i set up it?
Escalating Tickets
How can I escalate a ticket that I have submitted. I have two tickets, one which has been outstanding for two months, which are not being resolved. It would be helpful if I could escalate a ticket that is not being resolved. Very frustrating and poor customer service.
Zoho Desk Community Meetups 2020 - Australia and New Zealand
2020 is all about our customers! In that spirit, we are starting the year with our first ever Zoho Desk community meetups in Sydney, Melbourne, and Auckland. These meetups are a great place to meet local Zoho users, Zoho Desk product experts and partners, all under one roof. Join us as we discuss some key Zoho Desk features and share some tips and tricks. We will also be hosting an open Q&A session to address any questions or concerns. Topics: Ticket Management | Automation | Self-Service | Reports
Zoho Desk Community Meetups 2020 - Mumbai
We're back with 2020's Mumbai User group meetup and we'd love for you to be part of it! Join us in Mumbai on 7th February, 2020 for some engaging session with unlimited coffee and cookies! This meetup has curated sessions for both beginners and advanced
BCC that stays
Hello, I lose clients as Zoho Desk does not allow me, as a superviser, to be well informed on the convesations I need. It requires a lot of efforts to build a good support team as well as good support methodology. The key issue is the constant control over the conversations between support agents and clients that requires correcting the behavior. Now Zoho Desk allows to respond to client requests. However Zoho Desk is weak in allowing to manage support process because it doesn't allow a manager to
Zoho API returns incorrect data
The zoho Webhook for time entry add returns a string with value "null" as json instead of just null [{"payload":{"secondsSpent":"0","parent":{"associatedTicketId":"null","subject":"rehalose for Europe","id":"321","type":"TASKS"},"customFields":{},"departmentId":"321","minutesSpent":"0","description":"To","hoursSpent":"8","ownerId":"321","isBillable":false,"mode":"MANUAL","isTrashed":false,"createdBy":"123","createdTime":"2019-12-05T04:39:53.000Z","invoiceId":null,"id":"123","totalCost":"0.0"},"eventTime":"213","eventType":"TimeEntry_Add","orgId":"232"}]
Importing a word document
The word document that I import always seems to get misaligned or gets distorted in some way when trying to upload to knowledge base. Is there any way of doing it correctly ?
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