Doesn't display closed ticket
I have for testing purposed 1 open and 1 closed ticket. The system doesn't show the closed ticket when i select the view for closed tickets. In the display 'ALL TICKETS' it counts the ticket, it sais '2 tickets' but it shows only one... Could someone check?
Turn off spam control
Could you please turn off spam control for my account? Support requests from my website will come into spam is i sent in the senders e-mail adres. Kind regards.
ASAP vs Live Chat
Wondering if we should use ASAP or Live Chat. I'm a little confused why both products are offered. Does anyone have any guidance? Some background, we want authenticated users of our SaaS product to be able to live chat with us and easily access KB. Additionally, we want something like Intercom for our public facing website to engage viewers and convert them into leads.
iFrame code in knowledgebase articles
Yesterday while working on a knowledgebase article I attempted to insert an article from our user guide so that I wouldn't have to recreate the content and then have two places to keep it updated. It would be super helpful if you would allow the use of iframes in knowledgebase articles - we have a separate user guide that houses a lot of the same content and for obvious reasons, being able to show the same content in a knowledge base article would be super helpful. Thank you for your consideration!
Modifying Integration Tasks as Part of API Transition
As we had stated in this announcement, our old XML APIs have now been fully deprecated and we are almost near the sunset date (August 17, 2019) for those APIs. This post is to inform you about a modification that you would need to make as part of transitioning to our new REST APIs. If you have used integration tasks in any of your custom functions, please treat this post as a high priority. Earlier, the following integration tasks used XML APIs: zoho.support.create zoho.support.getRecords zoho.support.updateRecord
Domain Mapping
Hi I'm new to ZOHO Desk and trying to map domain to my company's domain. I have completed the pre-requisite configuration on my DNS and added a CNAME record and pointed it to the one mentioned in ZOHO's documentation. When I try to add it into my ZOHO Desk configuration it never moves to the step # 2 and shows following message "Make sure you've mapped the CNAME entry and linked it to desk.cs.zohohost.eu on your domain hosting site." It has already been round 24 hours since I made the change on
Getting the ID of a team from its name
Hi, Is it possible, in a Deluge function, to have access to the ID number and detailed information of a team based on its name, in the same way that the searchRecords method already makes it possible for other modules ?
Desk API - getting ticket by ticket number
Using the Desk API - How would I go about searching for a specific ticket - no matter what department - and display the ticket number and the subject of the ticket? For instance if I had a search box on my website and I entered 71245 I would want it to return #71245 - Do you offer internet service in my area ^ Ticket Number - ^ Subject of ticket.
Images are showing on preview but not loading on KB site
Images are showing on the preview and edit mode for the KB but if any user go to the support site the KB articles does not load images, just show the links. Links are to a external site, but they are all working. Images are not hosted on Zoho Desk.
Created an Article in Zoho desk KB but , Permalink is not available for the same
I created an Article in Zoho desk's KB but , It has no option of Permalink to share with the client.
Redirect Customer Self Registration for Automated Approval
Hello, We like the self-registration feature of the Customer Help Center, however, we are curious if there is a way to redirect a new signup request to our own custom endpoint so that we can collect billing/payment info as well as getting an acknowledgement on our company's Terms of Service before completing the user registration. We are currently utilizing Zoho Desk Professional and Zoho Books Basic. Raphael Guzman
Integrating Azure insights Exceptions with Zoho Desk
Hello there, I am in the need where I want to automate the system of creating tickets in Zoho desk where there is any exception tracked in Azure application Insights. Can you please guide me through how can I accomplish this. I am explaining in detail what I am trying to accomplish here: There is application in .net MVC which is connected with application insights. Whenever there is an exception tracked by Azure insights then it should create an Ticket in Zoho desk and assign to resource ( All
Will a Zoho Support plug in be made for Zapier?
Hi, at Zapier.com I can easily integrate a number of Apps with Zoho CRM, Creator and Invoices. Will a Zap be made available for Zoho Support in the near future?
What is the limit of pick list custom fields?
I'm trying to upload a number of values on a custom pick list field I made, and past 1194 records, it gives me an "unable to " process your request" error. What's the current limit and can it be modified? I have around 2360 records I need to put in there. If it's not possible, can you give me a work around? Thank you.
Sending Response to caller in form of SMS rather than E-mail.
Hi Zoho, I have created several dependencies in my ticket layout i.e selecting a option from drop-down automatically fills other drop down column. I want that on basis of a particular drop down column when I response on ticket a KB Solution article link get delivered to the caller's mobile phone in form of SMS. Is it possible through Zoho?? EX:- Problem reported was Keypad not working and once I select the problem in ticket layout and click enter an SMS with the solution to that particular problem
Changing the Response for Article Search APIs
As part of our effort to continuously improve our APIs, we recently discovered that the responses to our article search API did not provide all vital information related to help articles. So, we have decided to enhance the API by changing the response format. The response to this API used to be presented in the following format: { "data" : [ { "summary" : "test ", "modifiedtime" : "2017-11-30T09:26:03.000Z", "viewcount" : "0", "permission" : "ALL", "id" : "5000000009361",
Zoho Desk now integrates with TeamViewer!
Imagine your agent is in contact with your customer and needs to start a remote session to solve the issue. Switching out of your help desk app just for the remote session is frustrating. Things can slow down when a regular part of your customer support process such as remote sessions is out of place. But we have good news: you can now integrate TeamViewer with Zoho Desk and hold remote sessions right from your help desk! What this integration does: Once you've integrated TeamViewer with Zoho
Want to setup a notification for agent when the ticket due time is 2 hrs
Hi, I want to setup a notification for Agents when the due time reaches 2 Hrs. I meant if the ticket's due time is 03:00 PM then both Superviser and agent receives an alert at 01:00 PM for the same that , due time is near resolve the issue ASAP.
Notification Time
When the ticket have 3 days notify the supervisor of the person that open the ticket?
Remote Authentication to Office 365 for End Users in Zoho Desk
Hi all, i have successfuly set up Office 365 for agents and set up my support page with a CNAME in my DNS registrar (https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain) Now, i'd like my end-users to log in with their "email" account (hosted in Office 365 with AAD) but i'm not able to find any hint on how to do or even if it is at least doable. i've followed this procedure below but got stuck pretty quickly... https://help.zoho.com/portal/kb/articles/setting-up-remote-authentication
Knowledgebase - Can we force the top 5 articles shown under a category?
I'm looking at migrating our KB over to Zoho. I can re-order categories, and I can re-order the articles within each category. However, on the main KB page, users see the categories with the latest 5 articles shown under each. Is there a way to override this and show 5 specific articles under a category? For example, one category is a User Guide, I'd like to have the top 5 articles be the first five articles of the user guide (instead of the last articles that I updated). Thanks Dave
Zoho Desk Integration with Avaya and Skype
Hi, can Zoho Desk integrate with these systems: Avaya On-Premise IVR Skype for Business Thanks, Farshid
Do not assign ticket number based on an email address
I have a SPAM report from my mail provider that comes each day to our support address. When it is received it automatically creates a ticket. Is there a way to specify that if an email comes from xxxxxx@domain.com do not create a ticket, just disregard or delete? I get one each day and creates 30 additional unnecessary tickets each month. Thank you, Mark
Zoho Desk Api customFields when creating ticket
Hi! I'm trying to create a ticket with customFields (i.e url) through API. It's only partially successfull because ticket is created but without customFields. Any idea why this happening?
Nearing the Sunset Date for XML/JSON APIs
Dear Zoho Desk users, About 10 months ago, we informed that Zoho Desk’s old XML/JSON APIs will be deprecated completely. Adhering to the timeline mentioned in the post, we fully deprecated the old APIs in February. We have now stopped providing enhancements, issue fixes, or customer support related to these APIs. We would now like to just gently remind you that the sunset date for these APIs is August 17, 2019 — just a month and a handful of days away. Please switch to our new REST APIs as soon
Live Chat Widget Sticker appears right a the bottom of the page...
Live Chat Widget Sticker appears right a the bottom of the page despite I want it to go a on the right of the page but a bit higher. (See Picture For Info)
Contact filter in Ticket list api in zoho desk
Hi is there a contact filter in list all tickets api in zoho desk. in the docs its not available. I need to list the tickets in my erp based on customer login so if the filter is not available is there some other option to get tickets based on contacts.
Import Zoho CRM cases to Zoho Desk
We are currently using Zoho CRM's cases to keep track of our customer tickets. In the future, we plan to move to Zoho Desk. What are the import options in Zoho Desk that I can use to potential import the cases from Zoho CRM?
Easily send your Cx Egnyte documents from Zoho Desk
When you receive a support query from your customers, you might have to send them help docs or an on-demand video to educate them in the most comprehensive manner. If you’re using Egnyte—a cloud-based document management tool—to store and organize your documents, things just got easier for you. You can now send documents from Egnyte to a customer from inside Zoho Desk itself without shifting between tabs and windows. Installing the Egnyte extension for Zoho Desk can help you ease your support operations
OAuth token generation
I would like to be able to get an authorization code and access token offline which does not expire as I am making an integration between my application and zoho desk over API, therefore, no user consent to click accept. I am trying it now using postman but I am stuck. Please advise how to make it in script. Thanks
Create tickets in Bulk
Hello, It is possible to create tickets in bulk? For us is required for proactive tasks like follow up and actions with many customers. I tried with import csv or excel but a lot of tickets and accounts has been duplicate after import . Maybe exist another smart way to create tickets in bulk and assign them to agents with round-robin. Thanks a lot.
ASAP ticket description box text is white?
Hello, folks, We have set up Zoho ASAP and it works well. The only problem is that users cannot submit any description because the body color in all the themes is white. I have tried using all the themes and even customizing, but this still remains. The preview in the ASAP set up has the same problem. Please see below:
Is Chat disabled for Zoho Desk Pro?
Hello Support, Our client is currently using trial version an Chat customization is currently disabled on their instance. Is chat available for Pro version? If not, what can they use as alternative? Regards,
Wanted! - Custom address for community notification mails
Hello Currently we can use custom mail address for zoho desk tickets, portal invitations etc but the community component (past zoho discussion) still uses noreply@zohodiscussions.com / noreply@zohodiscussions.eu for community notification mails. Will zoho let us to use custom address for these notification mails soon? Please share us ETA if possible
Desk Comments in Contacts
In Zoho Desk, you can go to a Contact and add a comment for that Contact. It would be helpful if that comment would show up under the Contact and Account Overview. Otherwise, you don't see the comments unless you are looking for them. This would be similar to how when you add a Note to a Contact in CRM, that note will show up in the Account notes.
Issue importing contacts
Hello. I started today to try the app in order to decide which shall we use on our little company. The first thing i tried to do, was import contacts from our CRM (very old version of vtiger crm). From our crm got a csv to import in Zoho desk. I do the complete process, and when contacts are added, the Name field shows a big number (411555000000121033) instead of the actual name. Tried 3 times. Deleting all contacts and loading a file with test contacts to try. Nothing happens. Always the same result.
Need to remove superadmin
Hello, Our superadmin that has managed our companies email is no longer managing our companies email and we have no further contact with. We own our domain from a different website but am unable to change any email settings because we cannot logon to superadmin. Thanks
Bad name in forum email notifications
My name in forum email notifications looks weird. I never registered with such a name, so I think that this is your internal technical name on mine. Why are you using it instead of my name that I am registered with?
orgid and dept_id
Hy, I'm not able to found out my orgid and dept_id can someone help please
C# Web API - Oauth authorisation grant issues
Hi, I am writing a C# web api to integrate with Zoho Desk to raise tickets. I have attemped to authenticate via oauth but could not get past the inital auth grant step as the response from the Zoho api is a full html web page in the body of the response? As far as I could determine, this is designed so that user logs in to confirm the auth grant (is this assumption correct)? But as I am calling this programatically, there is no user involved so, I cannot get past this step? Have I made a mistake
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