Email multiple end-users on status change?
Hi all, I work for a company that is looking for a better way to streamline some common issues here at the office. We provide products and services to locations, which in turn provide our service to multiple end-users. We have it set up so that a customer's account is assigned to whatever location they're at. Occasionally, our system at a location might go down, and we get a lot of repeated support requests from the same people asking if the system is up yet. We would like to be able to flag these
JavaScript error "event.data.split is not a function" on feedback widget
I am using zoho feedback widget. Getting below JS error from the included script Error: "event.data.split is not a function" on feedback widget Our application is prepared using Angular2 and we are just including default feedback widget code in the index.html page. Generated Code & Error: window.addEventListener("message",zsReceiveMessage,false); } else if (window.attachEvent) { // IE before version 9 window.attachEvent("onmessage",zsReceiveMessage ); } } //Function which receives and processes
Introducing Validation Rules!
Today, when any ambiguous information that enters your help desk can slow things down, it's essential to have some method of form validation. In time-sensitive situations, back-and-forths to regather data can cost you valuable time. Now, with Validation Rules in Zoho Desk, you can ensure the data in your help desk is accurate and adequate. Validation Rules help you implement field validation to improve the accuracy of the data you collect. It's a simple process that helps you stop ambiguous information
Search results are not logical within Knowledge Base
When searching for a question, relevant articles show in the drop-down however if you hit enter (which a lot of our customers no doubt will do) a lot of results appear, some of which are not relevant at all. We have checked the tags, and the irrelevant results do not share any of the same tags. Could it be that after relevant results are shown, does it perhaps then show all articles which are in the General section afterwards?
Time Log Report by Date
How do I make a report to show me time entries on tickets from ZohoDesk for a given period of time? For example, I need to know how much time was spent per user per day on tickets.
How to embed a KB in a site on another domain
I want to embed a sub category of my KB (https://helpdesk.ontwerpfabriek.com) in a second site. Linking directly to answers using a Lightbox-popup (iframe). The 'X-Frame-Options: SAMEORIGIN' header is preventing this. Is there a way to modify the Content Security Policy Policy header? Or another solution? ASAP doesn't suffice because it's KB starts with the top most category. And I don't think deep linking to an KB article in ASAP is possible. Or is it?
Domain mapping / Rebranding gone wrong
Hi, we tried to rebrand our Zoho Desk application and unfortunately, the instructions are not much clear on how to setup things on cpanel side. after completing domain mapping, zoho desk is not launching. Can you please rest the domain for us? original link is https://desk.zoho.com/portal/dmssvhce/ new link is https://svhce.org.in/support/dmssvhce/ now both of them are not working. also, can you plaese send exact instructions we need implement on cpannel side? Regards, Sharma
Delay in receiving mails/responses
Hi all, We were facing intermittent issues in our mail server which affected email fetching(please check this link for reference); most of you must have observed delay in ticket creation process because of this. Our development team has however confirmed that the issue has been fixed. The tickets received during the downtime will be fetched without any loss - we are pushing all the responses in queue - but there would be some some delay am afraid. We are sorry for the inconvenience caused. Let us
Problem about Zoho extension "Channel Integration"
Hi, I create a new fresh zet project by zet init and after that I've just open Resources.json and put something like { "channel":{ "channelLogoPath" : "/app/img/logo.png", "acceptAttachments" : false, "updateRecords" : true, "contentTypes" : ["text/plain","text/html"], "redirectUrl" : "https:/xxxxxxx", "includeQuotedMessage": false, "sync": { "push": "http://xxxxxxxxxxx", "pull": "http://xxxxxxxxxxx" } } } after that, I tried zet validate and then I got this error PluginManifest file validation
CloudFlare doesn't recognize CNAME record
Hi team. We need to setup our domain, but we manage our DNS with CloudFlare. We already try the recomendation about disable the orange cloud mentioned in this post: https://help.zoho.com/portal/community/topic/how-to-verify-your-domain-with-zoho-desk-and-cloudflare We already check the domain's response as you can see in the attached image. Can you provide us additional info to solve this issue? Regards, Bismark Colombia Nicolás Arias
Closed tickets re-populating
Hello I work for Gale Nurse Staffing and we use Zoho for our payroll, IT, and feedback ticketing systems. We have an ongoing issue with our payroll and feedback tickets re-populating. Payroll inquiry tickets that have been responded to and closed, are popping up again as if they weren't. Our payroll and feedback reps are seeing the same tickets repeatedly sometimes almost hours later that they already replied to and closed out. We have confirmed with our customers that they are not repeatedly sending
The export ticket is limited in quantity
hello： When I want to export all tickets, I can export only 3,000 pieces of data no matter how I select. No relevant unrestricted options were found. How to solve this problem?
Importing data from Zoho to Solarwinds Web Help Desk
I need to know how to extract our information from Zoho Help Desk so I can import it in to Solarwinds Web Help Desk. Does anyone have experience with this or may be able to provide some direction? Thanks in advance.
Import "solutions" in bulk for Zoho Support?
Hi, We're migrating to Z Support from another system, and we have a CSV/Excel file with all our frequently asked questions ("solutions" in ZS). There must be a way to import all of these at once, right? There are hundreds, and I dread entering them individually.
How do I import tickets which are currently at JitBit helpdesk into Zoha?
We have to import all our tickets from JitBit helpdesk into Zoha; currently all of our tickets are segragated under differnt categories as well as they all are having chatting and comment posted by clients as well as by developers. They also are updated with status as the ticket progressed. Is there a solution for this such that we can import all our tickets which are currently at JitBit helpdesk into Zoha, along with entire ticket thread as well as current ticket status? Will there be any specific
Zoho Desk not creaticg tickets from emails
I've tried sending emails direct to the zohodek.eu email I created and to my own email address which is set to forward to the zoho emails, but tickets are not getting created. I'm sure I'm missing something obvious.
Emails not going to Clients - Zoho Desk
Hi, We are using Zoho Desk to provide support from our department to all company staff. We have configured our email in Zoho for sending notifications to all clients for ticket creation, closing, or any other replies etc. it was working fine but from last few days, our clients are not receiving any emails form our Zoho Desk. We need urgent support on this issue.
forms system
can i add report form system on my website and how
手動で問い合わせを作成した時の、実際の問い合わせ日の管理について
ウェブフォームやネット電話ソリューションなど、システム連動で問い合わせが発生した時は自動で問い合わせが作成され、問い合わせ作成日が実際の問い合わせ日と同一になると思います。 しかし、リアルタイムで問い合わせを作成できず、手動で後日作成する場合など、どのように管理するべきなのでしょうか？ デフォルトでは問合わせ日時が内容なのでで、カスタムフィールドを作るべきなのでしょうか？ 私のユースケースでは、 のサポートセンターのように常にデスクにへばり着いて、またはモバイル端末で入力できず、改めて入力することが多いので、IT系のサポートセンターのような標準スタイルは困ります。 とはいっても、問い合わせを受けたときにリアルタイムで起票するような方向には持っていきたいとは思っていますが。 アイデア等ありましたらよろしくお願いいたします。
メールが活動と独立している点について
Office365でメールを使用していますが、Zoho Deskにメールをまだ統合しておりません。 問い合わせを電話いただいたので、手動で起票し、活動としてメールで問い合わせ者ではない第３者の代理店などの協力者とやりとりし、その後問い合わせ者に電話連絡で報告したいと思っています。 この場合、メールでのやり取りをどこに記録すべきかよくわかりません。 基本的にメールのやりとりは、システムに取り込むのでしょうけど、取り込まない場合の記録がしにくいです。 タスクで管理しようにも相手型が紐付けできません。
How do I add a cost to an agent
I would like to add a standard cost per agent. How do I do this by agent?
Number of Zoho tickets
I would like to know how i can get the number of Zoho tickets available
I need custom function to update the product name for multiple tickets at the same time
I need custom function to update the product name for multiple tickets at the same time
Remote Auth issue with new Portal Beta Themes
We use Remote Auth to authenticate our users with the Zoho Desk portal. There's a feature where Zoho will provide a serviceurl so the user can be redirected back to the correct page after login. This worked well under the standard Portal theme, but once we switched to the beta theme the serviceurl stopped working and the user always get redirected back to the main page. This makes the user lose their place if they go to reply on the community since they don't get sent back to the same page after
Search not working properly for new KB themes
We moved over to the new Zoho Desk Help Center Themes. We have a big problems with them though. The search box for the KB only searches the page you are on, or any sub-pages. It should be searching the entire KB instead. The old theme would always return results from the entire KB. With the new search people think that we don't have any articles because they search for things and get no results and it's not clear why. This is very counter intuitive. Here's a video showing some searching and how confusing
Auto Close Ticket
Is there a way to automatically close tickets received from a certain email address? I am signed up to an agency which sends me leads via email (this cannot be changed) but i dont actually read them in Zoho Desk i just close them and manage all my leads on there website portal. If there isnt then that is fine, but no harm in asking. The emails i receive are always from the same email address. I Have tried to look if a macro can be created but have zero clue how to do this! Many thanks in advance
Send ticket notification to more than one contact
We are creating tickets and the contact receives a customized notification we already configued, we want to send this notifications to more than one contact. We tried adding secondary email field on the ticket and also adding another email field on the contact but none is working. Does anyone knows how this is possible?
Zoho Integration
How well do the different products Zoho offers communicate with each other? Can i set up something like Zoho Support to turn issues or service tickets into Tasks or Bugs for Zoho Projects?
Local links in knowledge base article
Is it possible to include local links in a knowledge base article? We have some longer pages with different paragraphs that we would like to link to from the top of an article page. We have tried some ID's in HTML but is does not work correctly on portal. Ideas are welcome!?
QMatic Integration or Similar App
Hello We have several branches that are visited physically by our customers. What we want to do is for them to have a kiosk, to select the service and be assigned to a queue. Once the person is talking to an customer service representative, they will start creating Zoho Desk tickets or CRM leads. Is there any 3rd party app or integration to something similar to QMatic that allows us to have a single repository for calls and physical interactions? Of course we can have separate processes and instruct
Unable to invite a user to the help center
Hi, I get the following error when trying to add a specific user to the community: Sorry, Unable to process your request. Try again later. Can someone check what's wrong? Thanks!
Web Form or Ticket Templet
good day all, I am trying to create a collection of forms based on the type of request, and open a ticket as its submitted but don't seem to be able to accomplish this with either a web form or a ticket template. e.g. - a form request to add a new employee - a form requesting access to the wireless system - a form requesting a phone code of course the ultimate solution would be to have this form go to the appropriate manger for approval. Any help or ideas would be greatly apreciated. Thanks Rudy
Knowledge Base Categories
It would be really useful if you could add an article to multiple categories within the knowledge base. Is this something you would consider adding?
API Rate Limits to prevent DDOS blocking?
I know that, currently, there aren't any account-level API limits. However, when trying to make a few thousand requests in a couple of minutes - to import our current users using an automated system - I believe I triggered DDOS protections and we were unable to access Desk at all for a few days from our office What safe limit should I put on requests to prevent getting locked out in the future?
How to generate oauth access token in one step - bash script
I need to embed zoho tickets in some bash script using tickets api but the main problem is token generation. Zendesk provide one token which we can use it everytime when we make request but here in zoho we have to go through two step gui process to generate auth token which is not feasible if i have to show tickets in my admin panel because oauth token have expiry time and refresh token can only be used 10 times, I guess ? So i basically want to know that if i can somehow generate token with the
How to query with custom fields ?
1- If i am fetching all tickets then it won't show me custom fields. How can i do that ? 2- I need to query my result with the help of custom fields ? It is very urgent.
HTTPS certificate not valid on knowledge base portal
Hi We requested 2 times already for our domain: https://kb.arinto.be/portal/home to be put on a proper working certificate. At this current moment it's still invalid and not secure. Some of the support guys said this would happen in a few business days.... Our customers need urgent access to this portal and some of our clients dont want to access it without a proper cert! Can this be made a proper working SSL certificate? Best regards Yeni
Tagging Agents in Comments
Hi One of our agents has not been received notifications when another agent tags them in a comment on a ticket in Zoho Desk. We've tested this on multiple tickets and they have not received any notifications. They are however, still getting notified when a ticket comes in. Do you know of anything which may be causing this? Many thanks, Emily
Alert Filtering
It would be really nice if there was a way to filter your alerts. I add notes to a lot of other user tickets, but I do not want alerts every time that ticket is modified afterward. If I could either filter those alerts out completely, or have some way to split the alerts into categories, that would be a big help. I am basically at the point that I get so many alerts every day, and 99% of them are trash that I do not need to be alerted to. So when I actually get a legit alert, I miss it because I
Zoho Desk Web Form breaks hero image on page
Hi there, We've setup a Zoho Desk web form on the site linked below: https://testmybackups.com/cloudberry/support/ When we place the form code into the page, the hero image at the top fails to display. When we remove it again the image loads as expected.
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