App Spotlight: Unbabel for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Explore Zoho Marketplace for all apps. Unbabel for Zoho Desk Powered by state-of-the-art AI and a worldwide community of translators, Unbabel delivers translation at enterprise scale, enabling users to serve customers in any language, with fast, native-quality translations of customer support tickets. Get the app here Business needs If you are reaching out to a global customer base assuming that all your customers speak your
Close button in help center
Hello, I need to turn off the option for customers having the ability to close tickets in the help center as this is not a feature we want them to be able to do. I found that there was one answer: Please find the code below and it under Setup->Helpcenter->Helpcenter Customization->HTML/CSS->CSS #closeRequestbtn{ display:none !important; } But this does not seem to work anymore. Is there any other way?
First Response Time - Different Between Desk Report and Analytics Report
I need some help to understand how these two reports are different. In Desk, I go to Reports>Overview and look at the First Response Time. The number I get is 7 hours and 13 minutes, When I go to Analytics, and create a report for Average First Reply Time, for the same Department, and the same time period, I get 3 hours and 15 minutes. What is being calculated differently here?
Reset - Zoho desk
Dear We would like to reset out zoho desk instance and re-building as new implementation thus is possible..
Pro-Active/Preventive maintenance tickets
Dear Zoho, Please advice, when you are going to facilitate the option for preventive maintenance ticket options in zoho desk. also we are looking for maintenance service templates. it means submitting a ticket on one click. thank you
Parent-Child Ticketing sidebar display issues
This feature seems to have some loading issues since it has been published. The options for the feature in the sidebar are not always showing up and today it has started to display 2 icons for the same feature. Could you please check these issues on your side.
Exported CSV detail is off from headers
I am exporting my data from Zoho desk using a view. The headers is row 1 match with all of the detail except for the last row. it looks like there is 1 header record missing causing the detail to be off by 1 column. How can I determine what is causing this?
Permanently Removing the organizationName Key
If you are someone who extensively uses Zoho Desk APIs, you would have already known that the organizationName key has been deprecated. We have mentioned this piece of information in the documentation of our organization-related APIs. This is to let you know that we will be removing this key permanently and stop supporting it in our APIs. Going forward, the responses to the Get organization and List organizations APIs and the input payload for the Create/Update organization APIs will not include
Private Comments on New Ticket
I feel like there has to be a way to do this that I am missing. When I have my phone agents create a new ticket from a phone call, I want them to be able to add their notes through a Private Comment, and have it added to the conversation thread like a private comment. When I use the Description field, it includes that information into the thread that is sent to the customer, and sometimes these notes should not be customer facing. We've been using a new field called "Internal Description" as a workaround
From Adress is displaying on behalf information
Hello, 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 adres (heldpesk@mydomain) -enabled the address -assigned the address to appropriate department -changed "from adres" on templates and enabled them Still all communication (including automatic reply) is
File an issue in JIRA fails with 'Something went awry in the issue's property fields'
Hi We are in the process of migrating to Zoho from another solution provider. The issue we have is with the Jira integration. Whilst we are able to connect we keep getting the error: Something went awry in the issue's property fields. We do have a couple of Jira Mandatory Fields that don't appear on the Zoho Create an Issue dialog. These are 'Original Estimate' and 'Remaining Estimate'. As such I believe these to be the root cause, however I cannot see a way of creating these fields. Regards Adrian
A question about an email template
Hello, I am setting up the email template that goes out for "Notifying an agent when they are mentioned in a comment" for Zoho Desk. I am trying to format the template so the greeting uses the agents first name. The below template is what I am using, but I am not seeing a place holder for using the first name of the agent that is mentioned in a comment. Can anyone tell me if there is a place holder for that? Hi ${Cases.Recipient Name}, ${Cases.Recent Comment By} mentioned you on ticket #${Cases.Request
Zoho Desk Community Digest - September 2019
Top Product Announcements Introducing Goal Metrics for Zoho Desk Other Enhancements Grammarly extension now available in Reply and Help Centre editor Ability to restrict the Total Cost field Attaching files from Zoho Workdrive is now possible Ability to generate reports with the comments and contracts module too Ask the Expert Session Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts
Attaching File or linking ZohoWriter doc link to Desk Ticket Templates
We currently use CRM and are exploring adding Desk. We have MSWord and ZohoWriter form fillable docs that contain a specific series of tasks that must be completed for specific support cases. These tasks then must be reviewed and signed off by QA/QC. Can specific MSWord attachments be added to Ticket Templates so they are immediately available for edit once a template is selected? Can a ZohoWriter link be added to a Ticket Template so that a form fillable doc is available to the ticket once the
Auto attach files in tickets
Dear, Appologies in advance if this question has been answered already but i could not find the right answer myself. I'm new to ZOHO desk and i'm trying to set up a standard email template to reply with to certain tickets. I've managed to setup the email template however i want the email to auto include an attached file, is this possible? In short i want to be able to (manually trigger) a standard email with attachment to send as reply to a recipient. Any help would be greatly appreciated. Thank
PORTAL_URL in Email Templates
I'm working on customizing the Desk experience for our clients. I'm building email templates in MJML (https://mjml.io), and generating HTML with the email placeholders. I'm running into one issue. I want everything to look right and I can't customize the look of the portal button and portal url. The placeholder for it generates a complete button or link for me. I want a placeholder that just gives me the URL in text with no markup so I can place it in my own mark up. Is this possible? Thanks! Side
Suggestion: Auto Tag/Label/Assign new Requests learning from already closed Requests
Suggestion : Auto-labeling the requests or even auto-assigning the request will save lot of time and increase productivity Labels and assignee of new requests can be predicted from already closed requests.This can be achieved using machine learning. The output might not be full proof and it would result in some faulty predictions. In that case the assignee can change the status to unassigned. This would really solve much time in large teams where many team member needs to go through all the requests
New Agent does not receive invitation
Hi I added a new agent with a email that is working fine, but in the Zoho Desk the email invitation does not is arriving. I sent the invitating more than 10 times and nothing, the message informes that is ok, do not apear any error. There are any other way to activate the agent ? Thanks
Zoho Desk - Reports of a customer with time spent.
Hi I am trying to generate reports for one of our customer. I need to show information of time spent in each ticket and other required fields. I know how to do the report, but I don´t want to see all the details of the time entries, I need only the main detail of the ticket, with the sum of the total time spent in specifics tickets. I spent hours trying to fix the report, but I didn´t find the way. Sorry for my bad English, I attach a print so you could understand my require. Thanks. David.
403 Error
Good, I am setting up Desk in my domain, yesterday I did it and it was OK, today I have been with a 403 problem all day, the cname and the subdomain are fine. (Clients.zonaprotegida.es) What I can do??
Domain mapping is not working giving error of Cname records
Hi I have created subdomain with A record with my server IP Address as support.website.com created Cname record like in Host I have given my Subdomain name and Points to desk.cs.zohohost.com when I am trying to map my domain in zoho desk it is giving error of Cname. Please help me where I have done wrong? Thanks.
Disable Spam filter
Hi Support Team, Please disable spam filter for https://desk.zoho.in/support/keboli. Some spam ticket ids: #102, #103, #104
Zoho Support GetRecords API filtering
I'm using the Zoho Support API GetRecords method to return tasks. Is there a way to filter the results on one or more specific fields to limit what data I return? Can I filter on custom fields too? Also, if I query the tasks, is there a way to get the parent request for that task? Perhaps I could get the request CASEID returned in the tasks GetRecords and the follow that with a request GetRecords with a filter on the CASEID? Of course this assumes I can filter GetRecords queries on a specific
Ensuring Transparency of Agent Costs
At Zoho Desk, we believe that some data points must be accessible for all users (except light agents). One such data point is agent cost per hour. Right now, this value is presented through the agentCostPerHour key in time entry APIs. You can restrict which types of users can view or not view this value, using profile-based field permissions (Read & Write, Read Only, and Don't Show). Going forward, the Don't Show option will be disabled for this key and only the other two options will be applicable.
Share your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.
Have Attachments Not Show Up In Emails?
Hello all, Just wanted to bring up a request to see if this is currently possible. In a measure to add extra security against phishing attacks we would like all attachments to just be available within the tickets and not be shared in the emails when the agents receive them. Is this possible? For example an email saying that they received a response with an attachment and link them to the ticket to view rather than have it in the email sent to all receiving agents.
Pasting screenshot/image to a Public/Private Comment
Can you add the ability to allow us to paste a screenshot/image into a private or public comment? I know we can upload them to a ticket Reply but it doesn't give us that same option for a comment.
Integration of Accounts & Contacts with CRM
Hi, I would just like to confirm, if I create an account or contact in ZohoCRM it can take up to two hours to show up in ZohoDesk, is that correct? If so that to me creates a potentially large process issue as in our business we often have the need to add new contacts on the fly when performing support calls and with new accounts often there is work to be performed immediately for support staff. How do others overcome this? Seems to be a rather large limitation. Would this also apply to other modules
"Activity Peek" feature doesn't function when the "Status" field is used on an activity view
The "Activities" module has a feature which is similar to the "Ticket Peek" feature to view the contents on the side bar whilst also browsing the activity list. However we did realize that this peeking feature does only function on specific views such as "All Tasks", "All Activities" etc. We tried to create custom views thinking that maybe the default views were missing this feature and we've found out that the "peeking" feature is disabled when we use the "Status" field as a criteria in the view.
Did you ever connect the KB part of the Help Center to a web based Confluence account?
We are brainstorming about possible alternatives to the KB of Zoho Desk and one of the ideas is connecting the KB to an online Confluence account. Did you or any of your partners ever finalize a custom project where the KB was connected to Confluence?
Is it possible to change the section icons?
We have switched to the new themes for the help center and we are looking for a way to change the section icons in the Knowledgebase section. It seems like that these icons are not controlled via any of the setup settings. Could you please inform us on how to change these icons.
Cleaning up your non-migrated social portals
In August, we announced a new and improved version of the Social Module within Zoho Desk. We hope that you have found the time to migrate to this version and are finding the updates useful. If you haven't migrated yet, then this announcement is for you. We will be cleaning up all old social module portals as on 1st November 2019. This is the last opportunity for you to migrate, so we urge you to do so at the earliest. To migrate, please click on the 'Social' tab within Zoho Desk. A pop-up notification
Call Zoho API via API
Hi, Is it possible create ticket via api without oauthToken? I tried call Zoho API from my back-end with authorizationToken generated in https://accounts.zoho.com/apiauthtoken/create?SCOPE=ZohoSupport/supportapi,ZohoSearch/SearchAPI. and allways I get "errorCode":"UNAUTHORIZED","message":"You are not authenticated to perfom this operation." Regards
Integrating Jira Software (bug tracker) with Zoho Desk
Anybody using Jira Software (bug tracker) with Zoho Desk? Apparently there's integration, but I'd like to hear from some people about it how it works in real life for them. Link: https://help.zoho.com/portal/kb/articles/configuring-zoho-desk-for-jira-integration Thanks!
Why do Zoho support people reply via email in a way that their communications COMPLETELY BYPASS the help.zoho.com ticket they are replying to?
Why do Zoho support people reply via email in a way that their communications COMPLETELY BYPASS the help.zoho.com ticket they are replying to? Is this because Zoho Desk itself poorly handles replies by support reps/agents sent via their e-mail client? Or is this just an accidental (and completely unprofessional) misconfiguration of Zoho's own support system (agents' email clients, Zoho Desk, etc.)? For over a year my tickets on help.zoho.com have frequently been closed with absolutely no message
Confidential Ticket
Is there any way to create a ticket in a particular group that only the creator and the assigned agent can open the ticket? regards
Product name not displayed under a department
Hi, I have added a product under a department. But in help center, that particular drop down is not coming under that department.
Possible to use CSS to override "Description" Label as well as "Attach Image/File if Available" label
on the customer portal, when customers are putting in new tickets, Is there any way I can use CSS to override the label of the "Description" field or the "Attach Image/File if Available" field? I don't want to create a new field for description as the Zoho Release Description field has the fany toolbar with buttons to make Bold Italic Uderline, Font, etc. Additionally, the Attach Image/File if Available field doesn't even show up for me in the layouts as admin. I only see it as customer inputting
End users to agree to terms of use or support policy before activation
I'd like to see Desk offer a feature where when an end user is invited, Before they get to the page to set their password, They should be forced to agree to the support policy or terms of use of my company. Hope to see this in the near future
Ticket Bundling Request
Zoho, please consider adding ticket bundling. Our previous ticketing software offered this feature, it allowed you to create a parent ticket under which you could bundle other tickets. That also made it possible to track all time against the parent ticket if desired, though that feature is less important. The need for ticket bundling is fairly common, for instance we just had a Client's property get hit by lightning and we're tracking issues on multiple tickets related to it. However if we go to
Next Page