Customer Portal Registration - unable to set pswd after accepting invite
Hi There, I'm in the process of setting up our customer portal and testing customer registration. The scenario is the customer registering directly from our portal site, the welcome invite comes through, clicking on 'accept invite' takes you back to the portal where you're asked to create a pswd. Problem is after entering what you want for a pswd, clicking the 'Register' button does nothing. Nothing happens...nothing loads in the browser. When I pull the customer up in Desk it shows they've
Custom View Filter Criteria - Ticket Body
Hi, is there a way to filter emails into a view based on the content of the email. I have tried using description but it doesn't work for me (I was expecting to be able to pickup certain text strings within the ticket body). The reason I need this is because i get 100s of spam emails each month. Each time from a different spam sender email address/domain. But each spam email contains very similar content that I would like to detect and use to filter (many spam emails contain a bit.ly hyperlink for
customers can´t log in as new customers in Zoho desk clients portal
Hi we have a clients portal with Zoho desk, and when customers try to log in as new users, they received the confirmation email but when they are redirected from their email to the clients portal in order to write the password and finish the process, they wirte the password BUT THEN the "registry button" doesn´t work and they can´t not register please any suggestion best regards
Request: Html editor inside of templates
I have to code my html from a different editor and then I have to compress and bring over. It can be very time consuming when you are doing a lot of templates. When I try to do a hard code edit it can get funky sometimes. Thanks!
Create Ticket with Subcategory error
Hi Team, We are facing internal server error while create ticket (Programmatically Adding Ticket) with subcategory. Kindly find the code snippet in below, DeskNewTicketData ticketData = new DeskNewTicketData(); ticketData.setEmail(emailEditText.getText().toString()); ticketData.setContactName(fullNameEditText.getText().toString()); ticketData.setDepartmentId(deptID); ticketData.setCategory(feedbackTypeTextView.getText().toString()); ticketData.setSubCategory(feedbackCategoryTextView.getText().toString());
Embedding code in KB articles - requires extension?
Currently, when editing articles in the Knowledge base part of Zoho Desk, there appear options to "insert code". Question is: what kind of code? Does this require a formal extension, approved by Zoho? Or any kind of code? We are looking for ways to add simple apps to our knowledge base (example: a form that let's people add some info to a pdf builder and then get access to a downloadable pdf). Are there ways to do this? Anyone have experience or insight?
E105 - Request Delayed
Hi, When redirecting for a "signin" operation, we are getting the following error: {"result":"failure","cause":"E105 - Request Delayed"} What does this mean? Thanks
Desk and CRM 2way integration
Hi, I have set up Zoho Desk and CRM integration. But there aren't all CRM contacts on the Desk. Could you help me please? Thanks
XCODE ZOHO SDK Framework Integration Error
Hi team, We are getting the following error to integrate ZOHO Portal SDK. Kindly check and let me know the solution to integrate Zoho SDk in Swift 4.2. Module compiled with Swift 5.1.2 cannot be imported by the Swift 5.1 compiler: /Users/parthi/Downloads/ZohoDesk-PortalSDK-Sample-apps-iOS-master 2/native/ZDPortalSDKDemo/Pods/ZohoDeskPortalSDK/native/ZohoDeskPortalSDK.framework/Modules/ZohoDeskPortalSDK.swiftmodule/x86_64-apple-ios-simulator.swiftmodule
Decline approval or Cancel approver
We use the Approver option regularly in our support operations. This has worked well in the past, but we've run into an issue as of late. Recently we've seen where an agent is tagged as an approver, but that agent is either out of the office or unable to act on the approval that day. While we do our best to not tag someone who is out as an approver, there have been times where the user leaves the office without notice and they are then tagged. In these instances, we would like an ability to either
email reply stay with original agent and not create new ticket
How do we set email replys stay with original agent and not create new ticket
"Receiving a new ticket" and "Receipt of ticket reply" not working for Contact Notifications
Hi, Customers are not receiving an e-mail notification when they submit new tickets, nor a receipt when they submit a reply. In the Notifications Rules, I made sure "Receiving a new ticket" and "Receipt of ticket reply" are both enabled. "Receiving a new ticket" was previously enabled and "Receipt of ticket reply" was initially disabled. The "Closing a ticket" is working, customers are receiving this e-mail when a ticket is closed. I made sure the "From" address in the e-mail template form is selected.
Unable to Process Your Request: Field Customization
Why will it not let me customize these fields.
Sync Contact between CRM and Desk / Support
Hello, I have set up Zoho Desk and CRM integration. I have the ZSC key correct. Zoho Desk is adding to the CRM but Desk is not pulling in CRM accounts so Desk is only adding to CRM. I have over 900 accounts in the CRM and only three are showing in Desk and these were added by an agent. Two way sync shows Desk to CRM but no CRM to Desk activity. Any assistance would be greatly appreciated. As an aside, I waited for 47 minutes on the support line as "caller number one", not sure if that is normal,
Zoho Desk - Products and Invoicing
We are trialing Zoho One currently. We are an IT services provider that constantly has to track time entry and products sold/used to fix issues on a related ticket. The draw of having our CRM, ticketing, and billing all integrated sounds amazing. However, we are having a difficult time being able to replicate even some of the most basic features in our current ticketing system. 1) Is there a way to actually link a product in Desk to the created invoice in Books? The few ways we've done this the
Custom Alerts/Emails on Blueprints
How can I customize the subject (to include place holders from tickets fields) and attachments to Custom alert emails?
in Zoho desk add filter to to workflows to stop the same operator being notified by email of tasks that they have carried out.
I have raised this in a zoho chat session, and there was no solution. So I am posting the idea here. Please add a facility to workflow to not notify the current operator via email of any actions that the operator themselves has carried out. Scenario 1: i do not need an email to tell me that I have just assigned a job to me - but I do want to know if another operator assigns me a job Scenario 2: I do not need an email to tell me that I have just logged a new ticket for someone - cos I just logged
Make Ticket Information a required field when replying or closing a ticket
We are setting up our Ticketing system and we wanted to make ticket information such as category and sub category to be a required field before an agent can reply back or close the ticket.
Double "Thread Level Keyword" Icons
I'm having a hard time to understand the logic behind these indicators. They are being created on some of the message threads on the tickets and sometimes we get double of these icons. Their content is always identical. I guess that this is some kind of an issue.
Is zoho desk having an issue receiving emails?
It seems we are not getting anything. I sent a few test emails and no tickets are showing up.
Domain Mapping and SSL Certs
Just for clarification, if I want to use domain mapping such that the cname I setup on my server as support.mydomain.com maps to https://support.zoho.com/support/mydomain ... I need to purchase an SSL Cert through you and have you install it on your server? Is that correct?
Zoho Desk: Much needed feature
I almost can't believe this isn't a feature as it works on all other ticket systems we've used. In Zoho Desk, if we raise a ticket for a customer and attach a file, an email is sent to the user, but no attachment is sent. This is really quite simple and surely it must be popular. The only option given to us by Zoho is to 1) Create the ticket then 2) reply to the ticket with the attachment. Example use case: Sending a design for approval to a customer.
What is the difference between Created Tickets+Solved Tickets vs. New Tickets+Closed Tickets?
I am trying to establish baselines for the tickets that come in but it seems like theres a few different options and they are producing different total numbers. When you use Report Overview, you can see New tickets vs Closed tickets, but when you use Dashboards and select "All Ticket Stats" from the gallery, the dashboard shows a higher total number for Created vs. Solved tickets. I was able to find definitions for what New Tickets and Closed tickets are here, but was unable to determine definitions
Zoho Desk Community Digest - November 2019
Top Product Enhancements: Deprecating support for the default help center theme Other Product Enhancements: Comment with only the attachment will also be synced via Bug tracker. You can now encrypt the custom field values stores in your database You can encrypt the values only for the following data types: Text, decimal, integer, email, phone, percent, and url Available in all Zoho editions. Now, you can have 16 connections for a state transition in Blueprint Option to delete for the entries of
Notification badge on Timeline icon
Hello! It would be so useful to have a small badge on the timeline icon that tells you how many tickets exist in the timeline. When responding to customers, the second thing I do (after checking the ticket properties) is open the timeline to review our history with the customer. I do this for every customer. It would save me a click (and loading the timeline) if there was a small [1] on the timeline icon, letting me know this is the first time we're talking to the customer and I don't need to review
Breaking Change Related to Time Entry APIs and Webhooks
Dear Zoho Desk API users, This is a heads-up about a breaking change coming up soon. This change impacts the responses to time entry APIs and webhooks. Read on for more details. Currently, time entry APIs/webhooks related to contacts, accounts, agents, calls, tasks, and events return the string value "null" for the associatedTicketId key, if there are no tickets associated with them. We have planned to change the string value "null" to just null, to denote that there are no tickets associated.
Zoho Desk Emails & Advanced Web Forms Not Appearing in Desk
I am attempting to configure and test the desk feature. I have sent multiple emails to our two different DESK (department) email addresses. None of the emails I have sent show up in desk. I have checked every ticket type and department, nothing is there. Additionally, I have also created an advanced web form under one of our departments. After embedding that form in a site and filling it out and clicking submit, no ticket was ever created in Zoho Desk. Finally, even if I create a ticket manually
List View Customize Fields
Hi, is it possible to customize and add more fields to be displayed in the List View? Something like this:
${Cases.Recent Comment} putting in an extra "\" every time a "$" is mentioned in the comment
The ${Cases.Recent Comment} isn't working properly for at least a few days. If our most recent comment contains "$" when an email notification is sent that contains the ${Cases.Recent Comment} it will automatically put an "\" before every dollar sign, so it will look like "\$95" instead of "$95." An example: Yesterday we posted a public comment on a ticket that stated: "The invoice for $419.00 has been approved. Please provide a paid invoice upon completion of the work and we will mail out a reimbursement
Ability to move Knowledge Base Articles between departments
Hello, It would be great to move Knowledge Base articles to different departments. We have 3 departments and over time their responsibilities can change. It would be nice if I could move an Knowledge Base article that contains the how to do something to the right department.
Zoho Desk SDK for Mobile
I need to integrate Chat from zoho desk with my android mobile App is this possible?
Knowledge Base - Can you tailor it to a specific client
Our small firm is in the process of moving to Zoho for PM purposes. As part of the move we are exploring the features of Zoho Desk. We are a re-seller and implementer of accounting software. Our clients are in diverse industries and the software can be customized in millions of ways. As a result, even clients in the same industry may need separate instructions on how to perform a certain task. Is there a way to tailor the knowledge base for a particular set of client users? For example,
Automated Escalation Emails
Hi there, I keep receiving simultaneous escalation alerts about tickets via email even though they are closed. I am receiving them every day. Can somebody please tell me why this is happening? It is really annoying and is clogging up my emails. Thank you in advance. Daniel.
Multi Select list behaviour on the "Ticket Edit" mode
You recently did a visual redesign on the edit views of some modules such as the ticket module, account module, contact module etc. The "Multi-Select" fields on the new edit screens do not react as they did before. When you enter some partial string into them then they do not bring up all of the values which include the partially entered search string. You have to switch to the normal layout of the module and then search again for the same partial string to be able to see the correct search results
Incorrect duplicate email warning on Contacts card
This is also a problem related to my former new editing layout post. Multi Select list behaviour on the "Ticket Edit" mode The incorrect duplicate email warning makes it impossible to record new contacts. This one has to be solved immediately. I've searched all of the contact cards on the "all departments" setting but the only one found is the one that I'm already editing. This is not the first time that I've encountered this problem. I'm able to edit the records by first recording the "Account Name"
Integrate with FTP Server
I made a similar post in the Desk Api forum but thought this part of the community might prompt more discussion... We require links on our Desk Portal to a secure FTP server for customers to download products, project files and documentation. There will also be a link to our FTP server where they can upload files. None of this data can be email attachments. Customers will login to our Desk Portal using credentials established through the normal Desk "new user" signup process. Then besides being able
Ask the Experts 9: A 5-hour online Q&A on Zoho Desk Mobile Apps
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
Stop displaying ticket number in reply
Hello, I tried contacting support several times but I didnt have much luck, the thing is, I am starting to use zoho desk but I want to choose in which department I get the ticket numbers displayed and in which department I stop putting them there whenever I make a reply. The thing is that when I reply in the subject it displays Re:[## 166 ##] (No Subject) where [## 166 ##] is the ticket number, and I want it to display it like Re:(No Subject). I will be waiting for your response. Best regards!
All Contacts information in Zoho Desk from Custom field.
When I search contact name in Desk it populate all the RECORD automatically by lookup, Is there any solution from custom field that maps all the fields just like happens in contact name.
How do we display knowledge base categories directly.
Hey, We tried to add asap widget to our platform, where in when users click on knowledge base they get to see the product as a category when we click on it then it shows all other categories listed. Sample could be found on dev.goldensherpa.com Looking forward for help.
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