View Ticket without an account
Is there a way to allow users to 'View Ticket' without them having to create an account/login?
Time Entry - Billing
Hello, Do you have plans to be able to create an invoice for a customer directly from the "Time Entry" tab in a ticket? I would like to invoice for anytime spent dealing with a ticket, so it would make sense to be able to create an invoice from all the data stored in the ticket at a suitable time such as when the ticket is closed. Something like the "Timesheet" function in Books would be perfect so then you can decide which elements of the ticket also get included in the invoice. It would then be
Validation Rule help guides
I can't find any help guides about the usage of the new beta "Validation Rule" feature. I've tried to define a rule which alerts the agent when the ticket has some linked tickets. The rule reads as : When "Associated Type" is not empty then Alert the agent with the entered text The first issue on the rule definition process seems to be that the condition is being automatically repeated even it was only recorded once. The second issue is that it isn't displaying any alerts when I open a linked ticket.
List all mails by mail-adress
Hi, in our admin portal we now want to list all mails of a customer from the support portal, so best the complete dialogue between the customer and the support employee. But I can't find my way around the API-Doku https://desk.zoho.com/DeskAPIDocument, there is neither an entity "Customer" to find out a possible customer ID via e-mail address, nor an entity "Mails" to read all mails by customer ID. Is this documentation the right one for the support system at all? Thank you!
Additional Validation Rule option cannot be selected
This is also true when you try to edit the field of the initially selected option. Please take a look at the attached video file.
Make User Fill Out Survey, Make sure survey replies link back to ticket
After a user submits a ticket, depending on what their issue is, we usually send them a short list of questions for them to answer to get more details. We typically just email those to them. Is there any integration I can do with some sort of questionnaire/forms where I can give users a unique link through Zoho Desk, and then they click on that link, fill out that survey and when they do, I would be able to find the answers to the form/questionnaire from that particular user for that ticket? I know
Twilio and Zoho Desk Integration
Greetings from OAppS team! The Version 2.0 of Twilio - Zoho Desk integration is live now. This Integration enables SMS & MMS communication between agents and end users. End users can ask for help via SMS/MMS and support engineers can send the solution through the same channel. Install Link : https://marketplace.zoho.com/preview?extnId=7f1cb373-3b71-4004-901c-f38c7a83c7c0&service=desk Key Features: SMS and MMS Inbound and Outbound Support AI in creating Tickets or Threads SMS Outbound Message Initiator
While creating tickets on behalf of customer by forwarding their email to Zoho support email
We have an issue while creating tickets on behalf of customer by forwarding their email to Zoho support email, for instance, if the customer has copied multiple contact person in their email, when we forward that to zoho desk support email to create a ticket, it can't recognise the contact copied in the original_sender's (Customer Contact) email. However, while forwarding, Zoho desk can recognise the original sender. Given this background, is there any solution to capture contacts in CC to the ticket?
Non-removable standard field - Due Date
Hi there, On the Help Center ticket form, I see the Due Date field exists and is actually non-removable. I would actually like to present this field on the Help Center for end users to enter a date if they choose to do so. Unfortunately, the field is not visible. I see that I can mark the field as "required", but I definitely don't want to do that. I see it more useful for HR let IT know when a new employee will be starting work, but less useful for others who are just reporting a computer issue.
e-mail thread of merged Tickets
Hello, I have tested merging tickets, and it works well as described in https://help.zoho.com/portal/kb/articles/how-to-merge-tickets The new tickets contains the messages from both originating Tickets, and with correct timeline. However, when replying to the merged Ticket, the e-mail content doesn't reflect this. Instead, only the Ticket of the latest message appears in the e-mail thread. If this isn't a bug, I would like the feature to be able to send e-mail replies that reflect the new merged
We're now Gartner Peer Insights Customer Choice 2019!
We're super excited to announce that we have been recognized as an August 2019 Gartner Peer Insights Customers’ Choice for CRM Customer Engagement Center! All thanks to our wonderful customers! We are grateful for your support. Read some excerpts from customers that contributed to the distinction here.
Error message when editing existing activity records
In the past I was able to easily edit already existing activity records but today the system started to display an error message stating that "The action that you are intended to perform is not possible" when I edit some of the existing records. I find the modifications to have been applied when I check the records by pressing the "Go Back" button on the error message. I'm not aware if this happens on all of them or on only a subset of them. Could you please take a look at this issue.
Way to make icons on home page clickable?
Apologies for what is probably a daft question, but is there a reason you have to click on the text instead of the icon on the Elegant help center theme? These icons: Is there a way to make the image also a link? I'm not experienced enough with HTML or CSS to figure out anything on that end myself...
dashed line cannot be removed while edititing a KB article
Hi.. I have an unremovable (for me anyway) vertical dashed line which traverses two tables when editing a KB. Is there anyway to remove it? Thanks
Product Info extension detail request
Today I've found out that Zoho has introduced a new extension called "Product Info" on the marketplace. I did install it but couldn't find any documentation about it. How does this extension operate? I've selected a ticket which includes a record in the system default "Product" module but still this extension doesn't display anything in it. Also where do you enter product details into the system and can we customize the fields for products?
Introducing Limit Ranges for List Comments/Conversations APIs
Dear Zoho Desk users, This is to inform you that we are introducing two ranges for the limit query parameter used in list comments/conversations APIs across modules. The details are as follows. The range for the following APIs is 1-100. If you do not pass a value for the limit parameter in the API request, the default value of 50 is considered. List ticket comments - /api/v1/tickets/([0-9]+)/comments Get ticket comment history - /api/v1/tickets/([0-9]+)/comments/([0-9]+)/history List task comments
Multi-Line Field in Help Center ticket form
Hi there, I just added a multi-line field in to the ticket form, but when the user submits it, none of the information captured by that field is sent to the main ticket conversation. It isn't even sent to the Ticket Properties panel on the left. The only place I can see the captured information is on the History tab. Is this correct? Why would an administrator add a field to the ticket form, if the only place that information would be visible is on the History tab? What is the deal here? Cheers,
Issues with emails coming from Zendesk
We use Zoho Desk and many times when customers have their own Zendesk account they will loop our support email address into their Zendesk tickets. Zendesk uses a unique email address for every ticket by including the ticket # in the email address. This causes several different issues in Zoho Desk: It will often create a new ticket for every reply they make It spams our contact list and creates a new contact for every ticket The systems will bounce back and forth notifying each other that a new ticket
Our custom functions have stopped working
We did order and get some custom functions from our local partner back in 2018. These functions did stop working since last Friday (It may have happened before but we had a local bank holiday last week so we are not sure when they started to fail). We did ask our partner to look at the problem. Today, they told us that one of the functions was inactivated. We did activate it back but the issue is still happening. I did check the "Failures" list from the "Custom Functions" section. Almost all of the
the WYSIWYG editor is not working as it should
Are there plans to fix the WYSIWYG editor? Because as it works currently on this same siet as in the backend of Zoho Desk it isnt work properly. For instance when pasting in text it chops all lines into small section??? why it does this i dont know When you edit text it randomly add complete different parts of text to the style you are adding to say an header When working with bullets randomly it stops adding bullets to the text clearing pasted text sometimes clear all the text in the text editor
Webhooks in Zoho Support
Client would like to send a webhook to Slack whenever a ticket is generated in Zoho Support. Is this possible?
We have done the reviews to extend our trial as we setup and test but they did not give us extra time
We have complete both of the reviews on Zoho Desk through G2 and Gartner to provide us with extra time to evaluate and test functionality. We are supposed to get an extra 45 days for the reviews to test but we have not been given that extra time. How do we get this implemented? Thanks!
2 clients in a ticket?
Is it possible to have 2 clients in a ticket being managed by a service agent?
Blueprint Recording Error
I've revoked the blueprint from some tickets and then modified our blueprint for the parts department. I'm getting an error message which says "Unable to process your request" when I try to save the modifications to the blueprint. I did have this same issue in the past which did clear itself out after a few days. This problem wasn't addressed by your support team back at the time.
New Zoho Support UI - Unable to move a ticket to another department when editing a ticket.
I see that we have a move ticket options under the three dots and selecting move. However, If you edit a ticket you can see the department. But you are unable to change the department in ticket edit mode. Just wanted to let you know. Thomas
Spam contacts in CRM from Desk
Hello, We use the integration between Zoho Desk and Zoho CRM. According to this integration the contacts from Zoho Desk clients sync to Zoho CRM. Unfortunately the integration has one major issue: Contacts created from Desk in CRM have no Lead Source. This is a major issue because: 1) Spam contacts are also created in CRM, and CRM is now full of this shitty emails. 2) Those contacts sync with Zoho Campaings and they (a) bounce, and (b) we pay for them because the tarif plans of Zoho Campaings depends
You cannot create tickets for spam contact
Hi, I am trying to create the ticket on user's behav. However, once I am typing an email address of that person, the system is showing me following error msg: You cannot create tickets for spam contact How can I remove that specific email addres from "spam contact" and how can I manage the 'spam contact' list? Many thanks, Z
ZOHO DESK - FEATURE REQUEST: Response Time SLA Trigger for CALLS
I would like to submit a feature request to have Zoho Desk provide first response and response times for tickets where our response to a client is a PHONE CALL that is logged with the ticket, instead of email. This is extremely useful and important for businesses that provide most of their support via phone call like our large business. You can link this to calls logged in each ticket as an ACTIVITY. Please, please, please add this feature!!! I asked Zoho Desk support and you currently do not
403 Error on request from .net project
I have a problem when calling this API "https://desk.zoho.com/api/v1/organizations" with a valid "Zoho-oauthtoken 1000.xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" token passed in the authorization header I get a 403 forbidden error. When calling this from Postman with the same token (header="Authorization: Zoho-oauthtoken 1000.xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" ) it works ok. This is the code fragment which get executed: var httpWebRequest = (HttpWebRequest)WebRequest.Create(url); ttpWebRequest.Method = "GET";
Unassign tickets
Hi we have multiple agents working on our tickets. We would like that tickets remain unassigned no matter who answers them or at least be visible to all agents. This way if an agent is away and a customer replies to their ticket, we'll be able to reply to this customer anyway. Is there an option for this? Thanks
Time Spent Reports/Dashboard
Hi, I would like to create reports or dashboards so I can see where time is being spent by Agents, but also by customer, and by categories created with custom views. I would like to be able to get an overview of day, week, month, year but be able to drill down if need to look into cases that have taken a large amount of time etc. Does this functionality already exist? A dashboard would be great but a report would do, currently getting a bit lost in the custom setup
Enhancement to Agent-/Team-Related Permissions and Corresponding API Changes
When it comes to data security, it is not just the personal information of customers that must be kept secure and confidential. Your agents' personal information is equally important too. The more personal information you collect, the higher the risk of the information getting exposed or falling into the wrong hands. Therefore, establishing robust data security measures to safeguard the agent information stored in your help desk is critical. To that end, we are excited to introduce a more granular
Is there a way to set a Default Layout in the Help Center/Customer Portal?
Is there a way to set a Default Layout in the Help Center/Customer Portal? I know customers can update that themselves if they want, but I'd like to set a default. I don't like how the form is on the right with all that empty space to the left. I'd like the actual form to be on the left and the "sidebar" to be on the right by default. See attached images
Dependencies between Parent and child field
Good afternoon all, I have an issue, I want to create a dependencies between two fields. It work only for one services. When I want to create the same dependencies for the other services I can select the first field in "parent field" but then the second field is not available in "child field". How can I make it available? Thanks in advance for your help. Regards,
Notify agents that a new ticket has not been responded to after a certain amount of time
In attempts to keep our first response times low I would like to setup a notification through the Zoho Desk notifications or Slack channel (once that feature is available) if a new support ticket has not been responded to after 30 minutes to notify the agents that there is a ticket awaiting a response. I've seen that there's a way to notify of all incoming tickets but I only want to notify if a ticket sits for 30 minutes without a response. Is there a way to do this?
Using time entered in DESK to create invoices.
I am attempting to use the time which has been entered in Zoho Desk to create an Invoice within Zoho Invoice. I have searched and cannot seem to find the information on how to create an Invoice from desk time entries. Can I please be pointed to the instructions or work throughs for this.
Possible to share tickets between two Desk setups?
We source some of our hardware via a distributor, who handles all warranty claims for those products. It turns out they are also using Desk for their own tickets. Since we both use Desk, is there some way we can pass a ticket along from our Desk to theirs? For example, if one of our customers makes a warranty claim to us but it involves their product, can we send them the customer's ticket instead of filling another out ourselves?
Final Reminder about API Deprecation
Dear Zoho Desk users, This is the final reminder about the deprecation of our old APIs. About 11 months ago, we announced that our XML/JSON APIs will be deprecated and we informed you all to switch to the new REST APIs as quickly as possible. In later announcements, we also mentioned that integration tasks in custom functions must also be modified as part of this API transition. The sunset date we mentioned in our announcements - August 17th, 2019 - is just 10 days away. After this date, the old
Zohodesk Copy Paste issue
Hi Team, When we paste some table from excel or Onenote to zohodesk tickets earlier tables used to copy proper without any issue. Now when we paste tables its assuming as image. Please suggest a solution for this.
Using Classic Theme - Add New Ticket button in Header is too small
Hi, For our business, our tickets are called "Service Request Tickets." I'm using the Classic theme and I like the little thumbnail/button that says "Add New Service Request Ticket" in the header. The problem is that it cuts out our phrase at "Add new Service Requ..." Can you please help me customize the CSS/HTML to make this button wider? I want our whole phrase to display. Please see attached image.
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