Zoho Desk Community Digest - October 2019
Top Product Announcements Cleaning up your non-migrated social portals Deprecating a Key from Responses of Time Entry APIs Customer service made simple with Zoho Desk, now with iOS 13 experience Deprecation of XML/JSON APIs in Zoho Desk mobile app Other Enhancements In Classic theme, Community home page layout now changed from Single column to Two columns Ability to use Zia keywords in the criteria section of the assignment rules Ask the Expert Sessions Ask the Experts 1: Setting up departments
Tickets & Calendar
Hello, Is there a way to show your tickets and date / time sync with a calendar?
Final reminder about removing organizationName key
Dear Zoho Desk users, This is the final reminder about permanently removing the organizationName key and stop supporting it in our APIs. About a month ago, we announced that the responses to the Get organization and List organizations APIs and the input payload for the Create/Update organization APIs would not include the organizationName key. The key will be replaced with the portalName key in these cases. The organizationName key has been deprecated already, and it will be removed entirely on
Blueprint Attachment to be included in alerts
I am requiring attachment for a transition of status on blueprint. I am hoping the attachment gets sent together with the email templates I created for the "alters" after the transition. Can we do that?
Blueprint - Auto Transition
Is it just me, or it seems that the option to "Auto Transition" has disappeared from the create transition in between states in blueprint. We used to be able to use this just two weeks ago, but we cannot seem to find it last week. We even still have it on an existing blueprint. Any ideas how I can create autotransition?
Help Center Articles restricted to Customers
Hi maybe i did not find this in the documentation... Is it possible to restrict HelpCenter Articles to specific Customers or Contacts? i have different Customers and sometimes Articles differ slightly - sometimes it contains customer specific information, which must not be seen by other customers.... Thank you kind regards Lambert
Make Help Center articles visible to the right people
We are using our help center to support customers and partners. Our partners support our customers worldwide. All are registered users and have to logon to our help portal to raise a ticket and see knowledge articles. Some articles however, should only be visible to our partners, not to our customers. We rather do not make our partners agents in our system. Our current solution is to give a clear warning at the top of a partner article that this article is meant for partners and that customers should
How to forward an entire ticket to another customer?
In our business we often deal with realtors and their customers. Sometimes a customer puts in a ticket and we have back and forth conversation. The realtor then emails us and asks us for the copy of the ticket resolution. What is the easiest way for us to forward all the public comments/replies between us and the customer to that individual? Is there a way to add a second customer to a ticket so that two customers can see the ticket? We don't want it to be public where anyone can join, but we do
Light users should be able to respond to small number of tickets per month or year
I would like to see light users be able to respond to a small number of tickets - something like 5 to 10 tickets per month. Use Case: We use a help desk to manage requests for client services - the support team are full users. We have 3 supervisors/managers that would be light users, but OCCASIONALLY respond directly to clients. It happens rarely, so it doesn't make sense to have them be full users. [For example, our General Manager is a light user, and responds directly to a few (<10) tickets/year]
Out of hours notifications
HI Support Is there anyway to script out the business hours and holidays into the out of ours notification that customers receive. It is easy to set this up statistically but it would be nice to have it automated so that if the business hours change the email template reflects this and also as the year moves on it lists out on current business holidays not previous ones Something like below . Upcoming UK holidays Please Note the UK office will be shut on the following dates December 25th 2019 December
"Submit Ticket" Page Not Showing
I am trying to edit CSS and add widgets to my pages but the "Submit Ticket" page won't show in the list. All I see is "Home" and "Knowledge Base". How can I make changes to this page??
Comments widget does not work
Hi When I add the widget JS in my index.html it doesn't work (nothing is visible) and in the browser you see the following error. Thanks!
Videos and links to .pdf and .exe on the Zoho Desk customer portal home page
Hi, Once my customer is logged in Zoho Desk Portal, i'd like to give news about our company thru the latest youtube videos and some uptodate technical documentation thru .pdf links. I would also like my customer to upload the latest version of our software (.exe) event though we could do this part in other ways. Anyway to customize the customers's homepage with all that ?
How to setup SLA for ticket update or customer reply
I have setup SLA for the ticket create option so now whenever any new ticket is generated 8 business hours respond time will be allocated to the ticket . But the problem is when client is reply to the ticket then no due date or response time will be allocated to the ticket. I want to set up the response time for the ticket reply or customer reply option too . I have tried to setup this option but its calculating the 8 hours time from the ticket created time . It needs to be calculated from the customer
Configuring Portal Invitation Template
Hi, is it possible to configure the Invitation email sent to customers? I would want to replace the zoho desk logo with our logo if possible . Thanks,
Rule based mandatory fields
I do suggest you to introduce a new type of mandatory field which would become active (become mandatory) based on rules and conditions such as blueprint status, field values, time counts, correspondence count, etc. For example a field used to classify solution proposals shouldn't be mandatory when the ticket has been received (New ticket) but become mandatory on certain statuses of the blueprint.
Multi-department Permissions in Desk
Hi, I have several techncians belonging to Department A that would need to be granted access permission on Department B. Technicians in Department B do not need permission on Department A. I have tried setting users on Department A also Department B. This has the problem that, when a ticket is created on Department B, they are also notified by email. So are the admins, and we have had to disable the notifications. I have tried enabling the Multi-department Permissions this does not permit a user
Zoho Desk - Jira Mapping
Hi Zoho Support, I would like to know if there is a way to map the Zoho Desk Priority to Jira ? Priority
Favicon doesn't show
I added a new icon to the site, but nothing is showed. Can you help me? Sorry for my bad english
Translate Zoho Desk
Inside of portal is translated but I don't achive translate the view of client. How can I to do this?
Custom fields returns empty in Create Ticket API
Am sending custom fields like below in create ticket API but am getting empty response. Is there any error in my request? Request: "category": "general", "cf": { "cf_storeid": "1001", "cf_storename": "Test" }, "status": "Open" Response: "cf": {},
getting a ticket
Hi i'm trying to get a ticket from zoho but through api ''https://desk.zoho.com/api/v1/tickets/450046000000205000?include=contacts,products,assignee,departments,teambut" but the remote server return 404 error can you help out
Reply to ticket includes all old responses ending up with a confusing and ugly reply
Hello, Is it possible to make it so that when i click reply on a ticket that it does not include the customers answer to the ticket but ONLY my reply ?
Alerts/Rules question about automated responses after a brief period of time
Our requirement is this: We currently create Zoho Desk tickets upon receipt of emails to our support address. Each ticket is automatically assigned to an Agent upon receipt. If after 20 minutes of creation the Agent has not yet replied to a ticket, we want to send out an automated email assuring the customer that the ticket is assigned to a named Agent, and that it is being actively worked on by a human, and that they will receive an update as soon as possible. In order to do this I created a new
I had issue with getting PhotoURL from Agent by API
Hi, I got broken image from Agent PhotoURL like this : Is there any way to solve this? Regards, Mahdi
Using zoho desk oauth API without user consent form ?
Hello, Is it possible to authenticate with oauth API without getting a user content form ? I am trying to embed a ticket form creation on my site, using the oauth to get access token, but I don't want to get bored with the user content form (Because using ticket creation api is already consented in this site).. Regards.
Helpdesk Mails are sent with the addition "on behalf of..."
Hey there, I have a problem to set "from" address for e-mails sent form zoho desk - it always showing "on behalf" information like: support=mydomain@eu-service.mailer.zohosupport.com; on behalf; Helpdesk IT <helpdesk@mydomain> What I did: -set "from" adres using my own SMTP server and verified e-mail address (heldpesk@mydomain) -enabled the address -assigned the address to appropriate department -changed "from address" on templates and enabled them Unfortunately all communication (including automatic
Duplicate replies in Tickets from EMAIL channel
Hi, I had issue with duplicate replies in Tickets from EMAIL channel by calling this API : https://desk.zoho.com/api/v1/tickets/{ticketId}/sendReply With this payload : { "channel" : "EMAIL", "to" : "support@my.zohodesk.com", "fromEmailAddress" : "mobile-app@my.zohodesk.com", "contentType" : "plainText", "content" : "Hello", "isForward" : "true" } Then it shows duplicate replies in the tickets : Duplicate Tickets repliesIs it caused by multiple support email address? Here are my email
Placeholders on direct ticket replies
Hi. is it possible to use placeholders on direct ticket replies? For ex: Customer sends a ticket to helpdesk, then to monitor their tickets, I'll manually add the customer portal button placeholder when replying to the original ticket.
Creating and updating tickets from the client side
Hi, i'm creating a mobile app (Unity3d), it will be used by my customers, and i need them to be able to create tickets and add comments to tickets. I haven't found a way to allow customers to add comments or conversations to tickets through the REST API as they do from portal. Please Help. Thank you.
How can we set up password creation prompt during agent invite?
Hi, Our support center have recently started using Zoho Desk and I've been faced with issues about setting up a password, and using the Forgot password option. On the invitation link provided to the agents upon creation of their account, they are immediately logged in to the system without having to set up a password, and going to Zoho Accounts to change password requires the current one which they don't have. So best I can advise them is to use the Forgot Password option. However, agents have been
How do I link an article in another article?
Within the knowledgeable, there is a place to link: When opened: However, no matter what key words I enter, even if I enter the exact title of the article, nothing populated: It always says "No matching article found". This is the exact title of the published article within the same department, in the same desk application of KB. Is this not the functionality of this feature? If that is the case, what is the functionality of this feature? If this is the intended functionality, how do I get it to
Custom function to save a draft based on an email template
Hi everyone, I have a question about custom functions. Situation: there is a transition in a blueprint on Zoho Desk where an user has to send a reply to a ticket based on an email template that must be slightly modified each time for each customer. Problem: since the email must be modified it can't be set up as an automated email in an Alert in the "After" phase of the transition. At the moment the user must select the reply option, find and select the right template, edit it and finally complete
Import or auto-migrate Community in ZOHO Desk
Hey there, I have been trying to find a solution myself, but it seems like i am not able to. Hopefully someone can help here. We are migrating to ZOHO Desk and want to move Questions and Feature Requests to the Community. Previously they were tickets in Jira Service Desk. My questions are now: 1. Can I direcly import "Topics" to the Community? 2. Can I convert Tickets with the Classification "Question" to Topics upon creation? 3. Does anyone has another idea that could help? Thanks in advance. Laura
userToken in ASAP Mobile SDK
Hi, I've read ASAP Mobile SDK in here : https://www.zoho.com/desk/developers/asap/mobile-sdk/android/authenticating-users-in-the-sdk.html#android_authenticating_users_in_the_sdk Can someone explain how to explicitly get this token to access features in ASAP Mobile SDK such as My Tickets, LiveChat, etc? Currently the documentation seems unclear to me like this : userToken is the encrypted unique information that identifies the user (email address, for example). setUserToken is the function that inputs
Custom mail ticket
I want my clients to open an email at zoho desk by sending an email, is it possible to open the ticket by sending an email to mymail@mybusines.com? I tried putting my mail and my smtp, but I get an error in red when configuring. In the error only "!"
Adding a ticket on behalf of a client while not exposing it to the client
Hi all, I have a scenario I wish to resolve here. We're using Zoho Desk and Zoho CRM, all nice and synced. When a new client is signing (we're a B2B SAAS), we will open their account in Zoho CRM, and start the integration phase. Here is what we wish to have: 1) Once the client's account is up and running, we wish to start the integration 2) During the integration, we wish to have dedicated tickets in Zoho Desk, under the client's account, but - without letting the client see or have any notifications
App Spotlight: TeamViewer for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Explore Zoho Marketplace for all apps. TeamViewer for Zoho Desk The TeamViewer integration for Zoho Desk enables agents to initiate remote sessions directly from the Tickets screen. This integration provides easy collaboration while streamlining work processes. Customers join the session with a simple click, and agents receive a notification when a customer is online. Get the app here Business needs The increasing complexity
Email Notification to Account Owner when Ticket Opened
Hello, I'm trying to send an email alert to the Account Owner in CRM when there is an opened or modified ticket regarding their customer in Desk. When I try to create a rule for email notifications when a case is created or edited, I cannot find the condition for cases matching the Account Owner is "user name". There are many other fields such as Case Owner, but I need the account owner to receive an email. Looking for guidance. Thanks.
[ASAP Mobile SDK - Android] Community is disabled for your portal
Hi, I got this message when I'm trying to startCommunity from Zoho Desk Instance. I just followed this guide : https://www.zoho.com/desk/developers/asap/mobile-sdk/android/displaying-help-components.html and found that there's configuration for Community from this : https://www.zoho.com/desk/developers/asap/mobile-sdk/android/community.html Did I missed something? Thanks! Mahdi
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