How to open Zoho ASAP Addon to the Zia bot tab
The developer documentation has instructions on opening a specific tab within the ASAP Add on https://www.zoho.com/desk/developers/asap/#apptab-the-addon But there is no mention of how to launch the Zia bot tab. Please advise Mitul
Zoho Desk Community Digest - January 2020
New Features of the Month Multi-lingual Knowledge Base is available for beta access. Quick Enhancements SSL certificate is now mandatory to complete domain mapping Most talked about topics How to create auto-replies within Desk How to generate oath access token with the help of API only Sharing Knowledge Base articles across multiple departments Community learning series Ask the experts 10: Zoho Desk Best Practices Zoho Desk Community Meetup 2020: ANZ Articles we are reading Snippets from
Passing a value in Model box
Hi, I am trying to call a model box, In that I need to pass a value from app.instance.model and need to get that value in model page. Please help me to get the value by using model box.
"Advanced Ticket Filters for Zoho Desk" : Sorting Options
The filtered out list requires some sorting when working on the resulting tickets. Please consider adding some sorting options to this list. Date and time options such as "Creation Date", "Last Reply Date" are mandatory but of course it would be nice to also have some sorting options from the filters directly used in this extension.
"Advanced Ticket Filters for Zoho Desk" : Add the "Status Type" field as a filter
This field is normally not a direct field on the ticket layout. The ticket statuses are additionally defined as "Open", "On Hold" and "Closed" in the "Ticket Status" settings menu. The first iteration of this extension did also include these "Status Type" values in the "Status" filter options. Please add the "Status Type" field as an additional filter into the filter options.
API for searching list of knowledge base articles
We want to build a HELP Search button in our solution that would list all the relevant KB Articles in Zoho Knowledge Base. We want the search and the list of articles to stay on our solution in order for the user not to have to leave our application before going to see the article. Is there a Rest API or the like that would enable us to post a Search string and return list of relevant Articles that match the search?
"Advanced Ticket Filters for Zoho Desk" : Incorrect "Status" filter behaviour
The "Status" field should only present the values belonging to the selected (active) department. At the moment it presents all the values belonging to all of the departments.
Authtoken Generation in Zoho Desk
Namaskaram, Check this link for knowing to generate Authtoken for Zoho Desk using 'browser mode'. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers
Zoho Support - Integrate with Harvest?
Any chance zoho support will integrate with Harvest at some point in the future? It would make our lives so much easier if we could convert a Zoho request into a Harvest project. Thanks! http://www.getharvest.com/add-ons/?utm_source=harvestapp&utm_medium=welcome
ASAP Add-on unusable when Knowledge Base articles have Display Permission set to "Registered Users Only"
While the ASAP Add-on is a BRILLIANT concept, in practice there are limitations that are extremely frustrating We are currently migrating from Freshdesk to Zoho desk in the hopes of truly running our entire business on Zoho. A big part of the reason for transitioning was Zoho ASAP add-on The problem is that our entire knowledge base is private - meaning that only Registered users have access to it. We do not wish to make it public or expose it on the internet for anyone to view due to the confidential
Connecting Gmail email address to Zoho support email
Is there any way to enable the POP for the support email in Zoho Desk so that it connects with our companies support email?
Help Center not working
Why am I getting this blank page using the new themes on some computers when I try to go to our Help Center page? On exactly the same PC another Help Center with the old theme is working perfectly.
Ticket Template - Send Email To Customer
Hello Is there a way to send an email to the customer which contains the Description set up within a Ticket Template? We have set one up and the Ticket Template populates the relevant fields and adds in the description text however the customer only gets the "Acknowledge Contact when a new Ticket is received" email with no description included. TIA
Batch ticket update
Hello, I need to update a large number of tickets of every user of my zoho deks platform. For this task I wrote a console app scheduled in windows server (without user interaction) that read my work report in the business manager software and for every closed work I will update the relative ticket. I used AuthToken for login but when I tried to read organizations and tickets the api send me unauthorized result. I think I can't use the OAuth2.0 because I need an auth ticket without expiration (not
Can I get the average ticket reply time from Reports Overview in another dashboard?
I have a set of metrics I need to get every week and they are not all in one place in Desk. I'm trying to create a dashboard that will have all of the metrics I need. Average first response and Average Resolution time are 2 of the metrics I need and they are in the Average Ticket Reply Time section of the Reports Overview. Is there a way to get that data in a dashboard without having to create a new report?
Multilingual Help Center : Category Sections are displayed incorrectly
A multilingual version of an article gets directly placed into the first section/sub-section/sub-sub-section (Category Tree Location) when it's being recorded. You then have to edit the article one more time and fix its location in the KB for it to be placed into the correct section location. Also the article is being displayed in an incorrect location when you later on try to edit it even it's being correctly published and located on the Help Center. PS : I haven't edited any original English articles
How could we retrieve desk notification mail sending list
We are trying to list the tickets which the system has sent notification mails to. Is there any method?
"Print Tickets for Zoho Desk" extension : The printout format is different than the advertised screenshots on the Marketplace extension page
Print Tickets for Zoho Desk Our printouts do not include any text formatting (such as line spacing, font size, font color etc) from the original ticket threads. The advertised screenshots on the extension marketplace page do show that the printouts also include almost all of the formatting including line spacing, images, font size, font color etc. This extension is a crucial one for us but the outputs make the printouts almost unreadable. Original Ticket Thread Printout Format
Chat to ASAP Form
Hello, I'm attempting to add the chat feature to the ASAP web form and it's grayed out. How do I add it? Thanks,
New Users cannot sign up on the customer portal
Hello Support, I received a complaint from my customer that the support portal will not send the verification email after signing up.. they have tried different emails and i have also.. Please can you advise where to go and fix this. Regards
活動に通話があるのに、タスクのタテゴリーのデフォルトにCallがあるのはなぜでしょう？
タイトルのとおりですが、活動に通話があるのに、タスクのタテゴリーのデフォルトに電話があるのはなぜでしょうか？ 設計上の不整合な気がしてなりません。 活動に通話があとで作られたなら、タスクのカテゴリーにCallは削除すべきではないのでしょうか？ タスクでCallというのはどのようなユースケースを考えているのでしょうか？
Hi, is there still no way to export the email body in tickets?
Hi, When using the report function to export tickets, the body of the email never carries over. I read a thread stating the functionality was coming soon. Is this possible yet? Thanks
Need a Column for Total Logged Time
I'd really like to see a column for Views that shows total logged time. Many of our tickets are time and materials. I'm usually not going to bill out 15 minutes until there is more time to bill out, but I sure as heck want to bill out 4 hours. But there is no way I can see this critical information without opening every ticket, I can't even find it in reports. I am attaching an example screenshot of what I am requesting. Without doing something custom, is this possible now? It would also be nice
When We Add a New "Required Field" to Our Layout for customer to fill out, it now becomes required for agent
We are trying to add a new field for our customers to fill out when they are inputting new tickets. We have made this field required. The problem is that it now becomes "required" retrospectively for all tickets that are in the system. Therefore, when our agent goes to update an older ticket, he is now required to fill out this new field before saving. The problem is that we don't have that information, only the customer has it. The question should only be required on new tickets when a customer
Why can't we send out Help Center Portal invites to Agents
We have set up a department to approve change requests and want staff who are not members of that department to be able to see the tickets they submit. How can we enable them to see the tickets in the customer portal
Sub Category Default not working.
Under Settings (Cog Wheel) > Layouts and Fields > Layouts I have Category and Sub Category marked as required. In Category, I have created a category called other and marked as default. When new tickets are created, they automatically get assigned the category "-None-" I forget if I created that or now. Under Sub Category I have created a (sub) category called "Other" and have marked it as default. The problem I am having is that when I select my (main) category, the sub category is defaulting to
Multilingual Helpcenter : Article Format Locking
We need to be able to lock the formatting of the articles in case we invite our distributors to our Help Center to translate the articles into their languages. Most people don't know how to edit forum articles and they also may want to change the layout of the articles. We want them only to translate the text strings. Please consider introducing a way to lock the attributes of articles such as page format, text format, heading type, article contents such as images and attachments, text and content
Multilingual Helpcenter : Wnat's the purpose of the "orange dot" on the language icon?
I have compared this article with the other one and I can't find any differences between them. What message does this "orange dot" convey to us? Both of these Turkish articles have been published and all of their other features seem to be the same.
Attachments not displaying in 'Attachment' tab.
We have a ticket which has 2 attachments displayed on the 'Conversation' tab, but we have decided we would like to delete one of them. The problem we have, is the Attachments tab is not displaying that 2 attachments were uploaded - so we are unable to click on the 'More' dots and delete said attachments. I have attached the 2 screen shots as a reference. We have this issue with another ticket, but there are some tickets where the attachments are displaying correctly in both the Conversation Tab and
Is Helpcenter multilingual? Same helpcenter-article in several languages?
We are thinking about usage of Zoho Desk and tested it. We like it very much. Our main language is English, but we need also a German version of the articles. Is there a possibility to manage the same article in two or more languages?
Is it possible to append information about the ticket to the email subject
Hi When our staff are using Zoho Desk and reply to a support ticket, is there anyway to append or prepend fields from the ticket properties onto the end of the email subject that is sent. As an example can we add the category to the end or start of the subject.
How can I transport a note from one ticket to another ticket within same contact?
Hey guys, Is it possible (and if so - how to do it) to have a field in the ticket where once data are entered - the very same data will be available for other agents in different tickets made by the same contact? So the scenario is that when one agent leaves a note in the ticket in this column when editing the ticket: place for some informationanother Agent when answering to another ticket from the same Contact will see the information. And that information will be visible for each ticket of this
Enhancement / features
1. Custom view of Draft/ed Tickets. 2. Custom view of "failed replies" (i.e. tickets where reply was not sent because of any technical reason.) 3. Important: In case of breach of "State-level SLA", there should be option to: a. Update global SLA (as violated). b. Option to update fields values. c. Option to escalate ticket. d. Preparing reports based on “State-level SLA” 4. Important - Option to paste images in “Description” field, while creating a new ticket
Customer Self Service Portal Invitation Registration button not working in IE7
We had a customer contact us after they received the invitation to join our portal and she said the registration button did not work in IE7. How do I help her and how can we get this fixed for other users? Thanks! Jody
Add Tags in Contacts and Accounts and integrate them with Zoho CRM
This is a two part feature suggestion but it is related so I'll put it in one request. Please consider: 1. adding Tags to Contacts and Account modules in Desk 2. allowing integration of Tags between Desk and CRM Tags are a great tool to quickly and easily mark and segment Contacts and Accounts. It would be great to have the capability to extend this from the CRM to Desk. A similar feature already exists between CRM and Campaigns so Tags can be used to create custom segments within mailing lists in
Disabling Email Template: Acknowledge contact on receiving a new ticket
Hi Everyone! Depending on how you use Zoho Desk, it may or may not be necessary to have an email sent at the time of ticket creation to the contact/customer. However, I'm not seeing a way to disable that ability nor to disable the email from notifying when a ticket has been completed. Has anyone encountered this or found a way to deactivate?
Añadir campo Facturación en una plantilla de correo
Hola, me gustaría saber como podriamos hacer para en una plantilla de correo meter el campo de si se factura o no, para que de esta manera cuando nos llegue el aviso al correo con una plantilla que tenemos creada veamos de un vistazo rápido si esa incidencia es a Facturar Si o No. Ahora lo podemos ver por qué añadimos un campo personalizado y sacamos la variable de ese campo pero no encuentro como sacar el valor del campo ya creado en Desk Billing o not billing. Gracias. Saludos.
Dashboard component that shows the number of tickets open more than 7 days
I'm trying to create a dashboard that contains all of my metrics that I need to report to my boss. One of those metrics is the number of open tickets more than 7 days old. I can get a component that lists all the tickets but I haven't been able to find one that just shows me the number. I've created a custom report but I have to run it 4 times to cover the 4 years of Desk tickets we have (users often reopen old tickets instead of creating new ones). Is there a component that will do this?
Multiple Ticket forms?
Hello, I'm looking at having multiple ticket "forms" with different fields based off the type of request. For example, we would like to have a form requesting onboarding for a new hire. Some specific information is required and wouldn't be needed for a standard help desk ticket. How exactly would I accomplish this?
Custom Views are gone
Somehow this ended up as a "request" no idea what that is, I wanted this to be a public ticket I didn't archive the views. I still want to use them. What changed????? How do I get them all back? Why did they get archived in the first place?
Next Page