How to close a ticket without it being reopened by a thank you reply
How to avoid a closed ticket from being reopened by a Thank You type of reply!
Zoho Desk Customers/Contacts Sync to ZOHO CRM
Hello Is possible zoho desk customers / contacts sync to zoho crm ? We use zoho desk to get emails, Zoho desk will create customers automatically. So we want to sycn those zoho desk customers to ZOHO CRM. Thank you.
Create Report
How to create report for all open tickets in Zoho desk? Categorized by assignment?
Delete KB category
Strangely, Zoho Desk allows article authors to create duplicate categories. So, now we have two categories named "Dashboard." How do we delete categories? We're using zoho one.
Using Forms to feed into Desk
Hi, Has anyone solved this with using any automation?
Unresponded view Ticket
Does zoho has Unresponded view Ticket? The ticket will classify into Views of Unresponded Tickets If I don't reply customer email. I used other Desk softwars, They have this function. It's good. If you don't have this function. Do you have alternative way? Thank you.
Spell check doesn't work within template.
Hi Zoho This is an annoying little issue. I use my signature in my tickets as an email template. Before, I had no problems using spell check, but now for some reason it doesn't work. It's obviously the HTML template that's causing the issue, but it didn't seem to have a problem with it before. Is there any fix for this?
ASAP for the web Knowledge Base - No access when "Customers must register to access Help Center" is enabled
We have created a Knowledge Base for our consumers. Now we want to use the ASAP for web widget in our software application to show the Knowledge Base (user must login to get access to the sofware, so first they logged in into our software app. and then they see the widget) We have enabeld the "Customers must register to access Help Center", so not everyone can submit a ticket. The problem: When we enabled this option the ASAP for web Knowledge Base doesn't work. The Knowledge Base is forbidden. Solution:
No separate search results in departments in the Knowledge Base
We have 2 software products (X & Y) We created 2 departments (X & Y) We add articles to both departments Problem: Some consumers have both software products. When they logged in into the Knowled Base and click on department X and they search for some keywords they get also results from the other department (from Y). In the search results you can't see the difference in the 2 departsmetns. When you search for example properties you get a result like: 1: How to create properties 2: How manage properties
A weird icon appeared on a KB Article
I may create this article from scratch to get rid of this icon but this issue should be dealt with by your developers. This icon seems to belong to the content labels and looks like an imbrication of the "warning" and the "info" icons. This object doesn't seem to be a part of the page content and I can't remove it. It also is displayed on the final KB page and on its print outs.
First Response Times and Business Hours.
Hello, We've set up business hours and I'm looking to get a snap-shot of our First Response times (most of the other metrics aren't too relevant to us at the moment). I have 2 questions: 1: If I go to Reports and look at the overview for Nov2016 the FRT is shown as 2:08 But if I go to The First Response Time Dashboard it's a much better 0:24 (with a system response time of 2:08) Is this because the overview isn't taking into account business hours? 2: Looking again at Nov2016 there's two specific
FTP Server Links
We require links on our Desk Portal to our secure FTP server for customers to download products. Looking at the Desk API's it appears we can use Account and Contact create/update events to create corresponding structures on an FTP Server which then would be accessed from links on the desk portal. Has anyone else enabled such functionality?
Ticket Search displaying wrong ticket status
When searching for tickets using the general search, the results page often shows the wrong ticket status. For example, we have a blueprint that automatically moves the ticket from On-Hold to Open when a customer adds a reply. The result page shows the On-Hold status, but when clicking the ticket it clearly shows open. This issue persists even if you perform the search again after just viewing the opened ticket. This seems like some sort of indexing issue, but I can't figure out how to get Desk to
ZOHO Support Import and the Imported Created and Closed Dates
I am making the switch to ZOHO Support as part of my CRM Plus subscription and part of this migration is importing historical tickets from Fresh Desk and Spiceworks into Support. One thing I noticed is that there seems to be no way to import the historical Created date/Time and Closed Date/Time which makes all my closed tickets (+-7K of them) look to be resolved and created in the same day. Is there a way to import these historical tickets and retain the original Created and Closed date/times?
Accidentally mapped the zohodesk domain to a wrong address and a couple of other questions
I accidentally mapped the zohodesk to a wrong subdomain on my website and now I can't access the zohodesk dashboard to change it back. Trying to access https://desk.zoho.com/support/rolomit/ShowHomePage.do#setup/organization/domainmapping redirects me to the wrong subdomain that I set up and I can't access the dashboard because it returns a DNS error. Additionally, can I get instructions for how to set up the domain remapping so that I dont make a mistake again? Do I create a subdomain and then
Tickets with Zoho
How about not closing your tickets, until your customers issue is resolved. You close the tickets on every response. Even when you are asking for a time for a call. Why not add a Status that is "Awaiting Customer Response". Your customers have no way of seeing which tickets they consider still open.
Community sign-up / sign-in is complicated
Hello, I am testing your Community functionality and find it quite complicated for a regular user to post his questions on it. The usability needs improvement. Basically there are too many complications to post a question. Not every client will be able to do it. For example, sign-up of an account is a tricky thing: 1) When a new user tries to post a question, the dialog requires to sign-in, but no sign-up is proposed at all. Look what the dialog looks like: How can a new user understand that he needs
Alerts based on amount of tickets per period of time?
Hey Zoho, I would like to you alerts based on amount of new tickets within a certain period of time. For example when we get more than 5 tickets in 15 minutes or more than 30 tickets per hour, that a certain alert is triggered. Is it possible to configure the zoho desk workflows like that? Best, Florian
Topics do not show up as ticket for moderation.
My forums are setup to create a ticket when topic is created and also set for moderation. Why is the ticket not being created? I saw another post on here that says it takes a while for the tickets to be created. It's been 30 minutes now and I have not seen a ticket. How do I moderate the topic, if I can't see it?
Domain Mapping Fail
I'm having issue with domain mapping. My name servers are with Microsoft (Office365) and they do not allow subdomains. I cannot change the DNS control to my webhosting or registrar, I have to keep it with Microsoft. I've put in the CNAME entry as: hostname=support points to= desk.cs.zohohost.com When I type https://support.mysite.com I get forwarded to the zoho "One account. Access all services" login page. However, when I try to complete the "Map Domain" the validation seems to be failing on
how to multiselect searched tagged tickets
When I search tagged tickets, I cannot multiselect. Why? What's the fix?
Would like to have different modes for custom views
I would like to have different modes for custom views. For example, if I'm looking at a view set to view all open tickets by a certain team or agent, I'd want it in countdown mode. If I'm looking at all tickets in urgent status, I want them in a chart sorted by agent. If I'm looking at all open tickets with dropdown A, I might need to see them in status mode only showing status 1-3 but if I'm looking at all open tickets with dropdown B, I might only be interested in seeing buckets for status 3-4.
Merge tickets from different columns when using view other than classic or compact
In the status mode, countdown mode, and priority mode you cannot merge two tickets from different columns. Is this by design or a defect?
response times calculations
Have some questions on how response times calculations. Assuming ticket was lodged in 1 April 2019. If report dates are 1 April to 7 April and ticket is unopened, what would be the first response time result? If report dates are 1 April to 7 April and ticket is unopened, what would be the first response time result? If report dates are 8 April to 14 April and ticket is unopened, what would be the first response time result? If report dates are 8 April to 14 April and ticket is unopened, what would
No indication of uploaded files on Web Form.
I'm using an advanced web form with a file uploader. As a user, I can select "file upload" and pick files from my computer just fine, but after I select the file to upload, the form looks exactly the same. There is no indication a file has been attached! Surely there should some indication of the uploaded file - either the file name should appear, or at the very least the number of files that have been attached should appear. Instead, the hover-over still says "no file selected," even though it has.
Zoho Desk - Reports - Role Based Permissions
I would like to create custom reports for my team members. However, I would like to assign specific custom reports to specific employees. For example; One report called "John's Report" will only be available to John user, and Mary won't be able to see John's report. Is this possible in Zoho Desk ?
Question about using Limit parameter
Hello, This is related to pointers that were shared in a previous question submitted to the community at the following link: https://help.zoho.com/portal/community/topic/desk-api-list-all-tickets. Found this very useful but it doesn't seem to work on my end. After trying the two examples provided in the above link, with parameters: <from=1&limit=99> and <from=100&limit=99> as well as other parameter values, the queries complete with the following error message every time: {"errorCode":"UNAUTHORIZED","message":"You
How to edit reply to contact email by agent?
Regarding Contact Notification email templates. I would like to edit the email that the contact receives when an agent replies to them. I looked in: Setup => Customization => Templates => Email Templates => Contact Notification, but there is no template for this? How can I edit this email template? Thanks for your help
Remove Spam Filter
Hi, Could you please also remove ou turn off the SPAM filter on our Zoho Desk because we misse some support tickets in "Spam tickets" folder. Thanks. Karim.
I have Wrongly Re-branded my company domain in Zoho Desk- how to Restore to Zoho Desk Default setting
Dear All In Zoho Desk , I went to re-branding section in Organization and Re-brand and entered a wrong URL of my company home page. I want to Restore it to my default settings of Zoho Desk. Need to remove the Cname from my settings. Please Guide me
Add contact opt-in check box in help center ticket creation form
Hello, Today, contact are added thanks to external authentication from our internal home made site. Thus they access the help center and their contact information are pushed to the CRM. We would like to add an opt-in check box at some point in the process so that we can send emailing campaigns to this new contacts in CRM. We thought that we could add this opt-in checkbox when contacts are creating ticket. But I only find options to add ticket custom fields, not contact custom fields, in the ticket
Time based Routing via Twillio Number
Hey guys, One of our issues with Zoho desk is the inability to route to external numbers depending on the time of day. Because our agents are not 24/7 on the desk, we will sometimes get calls after hours which will cause the customer to leave a message, which isn't ideal as some issues are urgent. We use a 3rd party answering service to ensure that after hours calls get routed to the on-call technician's mobile phone, and if they don't answer, we have at least someone taking down the information
How to query Zoho Desk Tickets within a specific range of ticket numbers or ticket ids?
Hi, We've been trying to return a list of tickets within a specific range, and the option of using <from=value1&limit=value2> seemed to help until we realized that by running the same query over and over again with the same filter values (value1 and value2), we ended up with different results (different ticket results). And this is because we're not filtering by ticket ids or ticket numbers specifically. There is a way to submit a GET request for one specific ticket at a time, and this is by adding
How can we sort query results?
Hi, We're submitting a GET request to return ticket numbers from Zoho Desk and were wondering how to sort the result sets? Say if we wanted to sort by ticketNumber asc? Or by ticketId,email,... Is there any way this can be done in cURL? Thanks for advising P
No products available in search box
Hi, I can't see all my product wich i have create when i click on the search icon. When i start typing the begin of the product name, they will be visible. Is there a way to show all products using the search icon? Thanks a lot.
Querying tickets with simple Maths
Hi, How can we find out what the minimum ticketId or maximum ticketNumber that we have in our ZohoDesk? Thanks, P
One ticket, two contacts.
Have two different contacts from the same client that have asked me the same question. How do I set add an additional contact to one of the ticket, so I can keep both of my customers updated with a single ticket instead of trying to wrangle two tickets for the same topic?
Zoho Desk API - Add inbound to thread
I am trying to integrate with the new OAuth Zoho Desk API, and having a problem. I would like to add to the "Thread" of an open ticket, for an inbound message, but don't see an option for this in the thread api. Use case: - Inbound message comes in (via Twilio SMS with custom webhook on our server) - Agent replies back by adding a comment to the ticket (Zoho webhook posts back to our server, and we send the message to Twilio to send SMS) - End user sends another reply <---- Problem. How do I add
Feedback Widget - Name and Email
Hello Zoho team, We are new to Zoho Desk and are using the feedback widget on your website for customers to register tickets. Is there any way we can preload the name and email fields without the customer inputting those? Cheers, Manish
Scheduled Task Integration
Does Desk offer a scheduler for appointments (onsite tasks, support visits)? Or is this a different product under the overall Zoho solution that can be integrated with Desk? Possible office 365 calendar integration?
Next Page