Delete Ticket event for Zoho Desk webhook not triggering
Hello, I'm trying to use a webhook created in the Zoho Desk Webhook API to update a database when tickets are deleted. However, deleting a ticket from within Zoho does not seem to trigger the webhook. Using the API to list all webhooks, here's the webhook in question: {"data":[ {"id":"myWebhookID", "subscriptions": {"Ticket_Add": {"departmentIds":["myDept"]}, "Ticket_Delete":null }, "url":"https://my-app.com/sync/delete-ticket",
Join us in Mumbai for our first Zoho Desk Community Meetup!
Hi everyone, We're hosting our first ever community meetup in Mumbai and we'd love for you to be part of it! Whether you're a long-time customer looking to sharpen your skills, or a new customer looking to learn more about Zoho Desk, this meetup is the
Verification failing when linking domain with hostmonster.com
We are trying to link www.support.alfaris-it.com domain name with customer porttal. we have added the CNAME and value for desk.cs.zohohost.com in our domain records .But still getting verification failed. We have checked with with domain support team they said everything configured properly from their end.
Time Tracking Mandatory?
Is there any way to make time tracking mandatory before closing a ticket?
Add Invoicing at Account Level (not just contacts)
Starting to work out our workflow for invoicing from Zoho Desk and we've come across a challenge... We have Clients with multiple contacts who receive support through Desk. We need to be able to create an invoice that rolls-up time from these multiple contacts within the same account. Scott
How to Prevent Bounced Emails from reopening tickets?
I am having an issue with bounced email messages reopening closed tickets. We are copied on a lot of automated notifications that are sent to customers that come from "noreply" type emails. Sometimes we have to address these notifications and we reply to the original notification email that is sent to us. Usually when we reply to the ticket, we are closing it at the same time. However, the "noreply" email gets included in the response and we receive a bounceback email that is sent directly to our
Web form not creating ticket inside of Zoho Desk
My recently created web form is not adding the tickets inside my Zoho Desk it says form send succesfully but nothing appears as new tickets
Need some API help
I am very new to development and API - so please bare with me. I am currently trying to use the API to see how many Open tickets I have in each department. Here is what I have so far <?php $auth_token = '***'; //your_auth_token $org_id=***; //your_organization_id $account_data=array( "accountName"=>"Our Account", "email"=>"example@email.com", "website"=>"our website" ); $headers=array( "Authorization: $auth_token", "orgId: $org_id",
How to know which contacts have time to be invoiced?
Just moved from QB to Zoho Books and now working on using the integration between Desk and Books... I see that if we go to a contact, we can see time and generate an invoice from that screen. That looks slick. Question: How do I know which contacts have billable time in the first place? We have hundreds of contacts and it would be helpful to be able to see just a list of contacts with billable time. Even better would be to see a consolidated list of time that is billable (and generate invoices from
Creating report to show billable time per account
I am testing zoho and have an issue I am trying to resolve. I want to be able to create a report that will pull all the tickets + time spent on those tickets in totals into one report per account. That way i can work out how many billable hours were spend last month (for example) on that client and can do my billing for them based on that. I have found the time tracking custom report area but the columns dont really work for what im trying to do.
Line2 Integration
I am suggesting an integration With Line2 as it's a great feature to have within Desk. It's affordable pricing and offers a lot of great features that Vonage and Twilio offer. I hope this is taken up on because I would love to see it in the near future (line2.com)
Filter Settings - customise for 14 days
hi there, I would love a 14 day filter for tasks - so taht I can see whats due for the next 2 weeks - is this possible? I can't see it yet! Liz
Print Knowledgebase
It would be nice to have an enhancement where users have the option to print the Knowledge Base articles.
How to assign a Customer/contact to a department in Help Center.
We are a school system with 8 different local school buildings. All of our teachers/customers access the help center by signing in and are registered. I'm trying to find a way other than having a department form drop-down box to have their tickets show up to their respective buildings/department. The reasoning behind this is that we have to physically visit these buildings as our tickets are for broken equipment, and I need to know where I am going. (Building 1, 2, 3, etc) Example Math teacher in
How do I ensure that customer emails go to a particular team?
Hello I am trying to make customers emails relating to sales/leads go straight into an easily visible/searchable way to access. I believe it will take manpower (daily or weekly) to go through newly created tickets and then edit the classification so it goes to the right people. However I wonder if there is a more automated way to do this:- a) Set up a new sales Department with emails redirecting here to auto create tickets. Problem is I can't seem to filter the tickets by Department? b) Set up a
What means "Module" in the Desk comparison table?
We are going to expand the use of departments and blueprints on our Desk subscription. I was looking at the limitations for these points to be sure if we were going to fit into them. When I look at the feature comparison list, I can see that we are allowed to create "20 Blueprints per Module". I can't find the definition of a "module". What does it exactly mean? Is a "module" the same thing as a "department"? There are some limits which use the "department/module" definition which makes it look like
Notifications not working as expected
Hi, currently we have the following scenario with the following issue: customer creates ticket -> direct assignment rule is triggered to assign the ticket to team A (always) workflow rule with ticket notification on ticket "create" is triggered to notify all team A members one support member from team A assigns the new ticket to him (as team assigned ticket) and works on the ticket support member changes ticket status -> workflow rule is triggered to notify all team A members on ticket "edit" support
Organisation ID -> unauthorized error
I'm trying to get organization id, but I'm getting an error. {"errorCode":"UNAUTHORIZED","message":"You are not authenticated to perfom this operation."} I have checked my authtokens, they are same. But the problem persists. Please reply as soon as possible.
Domain Mapping/Forwarding
Hello, my first time using the forum, but I have been trying to map my custom domain now for 5 months, 3 different companies I have set up for clients and we have never had any luck. I have sent in support tickets, emailed reps who I had in my contacts and still, I never had any luck, or made any progress. I have even attempted to forward the sub-domain from Godaddy creating the A record to create the sub and then following the directions for the record for mapping the custom domain in Desk. First,
Embed help centre - multiple departments
Hello, I was wondering if someone could help me with this one. we use Zoho Desk to manage support for various businesses, each of which is set up as its own department. i would like to embed the help centre on to a web site so that customers for one of the businesses can log in to track their support requests. i can see how to do this but what I can’t seem to do is ensure that only the chosen business / department is displayed. For example, the portal allows users to submit a support request but
Deprecating Support for Fiscal Reports
During one of our routine analysis exercises, we noticed that there was very little demand for Fiscal Year date ranges (Previous FY, Current FY, Next FY, and Current and Next FY) in Zoho Support's reports functionality. Maintaining the ability to choose these date ranges with little real usage proved to be a burden on overall performance and scalability. After weighing the merits and demerits, we have decided to remove the ability to choose a Fiscal Year as a date range in reports. While we understand
Integration ASAP Web Add-On with ReactJS
Is any one can share me how to integrate ASAP Web Add-On with ReactJS?
Zoho desk Ticket creation
I need to open a pop up at agent desk when a ticket is created on zoho desk and alloted to that agent
How can I locate the list of common fetch commands
Hi, Ive been trying to look through the KB and community, but cannot seem to locate the name of fetching functions like this one: ${Cases.Request Id} What is the recipe and how can I get my hands on a list to optimize our system? Thank you! Kind regards, Casper
Snippets vs KB
I'm trying to determine whether I should utilize snippets or the KB for canned email responses. Snippets seem like the feature that should be used; however, I can't find anyway to make snippets global across a department. Is it Zoho's intention to have snippets be only for individuals and have folks utilize the KB for global canned responses or am I missing how to make snippets global?
Bybrand now integrates with Zoho Desk
Hi, Today we have taken an important step in the evolution of Bybrand. We launched Bybrand integration with Zoho Desk, and soon we will have with Zoho Mail. One of the many challenges for support teams is standardizing email communications. The integration
Placeholders in Solution Articles
Would it be possible to use custom placeholders in Solutions?
Paste picture in Description or Replay
It would be nice to have possibility paste image from clipboard into description of ticket or into body of replay. Current way inserting pictures via button too complex (to long) 1. take screenshot (with some third part software) 2. Past to some editor (paint, snagit, etc..) 3. Saves as in some location 4. insert into ticket
Customer Comments : how to prevent that ?
Currently on the helpdesk portail the customer can 'comment' instead of reply. The issue is that action is not interacting well with ticket status : as it is not a reply it will not switch back the ticket to 'Open'. How do you manage that ? Do you know if there is a way to prevent this 'comment' function on customer side ? THANKS !
Need to Highlight Tickets coming into the inbox
Is there a possible way to highlight tickets that are coming into ZOHO that contain certain phases or wording?
Forums Signatures
Hi Desk Team, It would very convenient if I as an agent can add a signature to when I reply to a post on the forums on my portal. I would also like my end users to be able to do this as well. Sort of frustrating that I have type the signature I want every time
Zoho Desk now lets you hit pause.
If there's one ticket property that takes precedence over the rest, it's ticket status. Everything your team does rides on whether a ticket is open or closed. A lot goes on when a ticket is open. Maybe you've passed it on to engineering and the turnaround will take a while. Or you haven't heard back from the customer in time. But there's no way to stop the clock from ticking and the ticket from going overdue while you wait. Well, now there is. Say hello to Zoho Desk's On Hold status, your new pause
Ask the Experts 2: A 5 hour online Q&A on advanced process automation
Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.
Issue: Responses sent multiple times from Zoho Desk
Hi All Im afraid we are facing an issue with Desk where responses from Desk are being sent out multiple times. We have all hands on board and we are working on fixing this. I will be posting a follow up shortly as soon as this is fixed with the RCA. Appreciate your patience in the meantime. Regards Aarty
Duplicated tabs
Is anyone else seeing this issue today? All our tabs in the customer facing portal have been duplicated. I've put in a ticket but not getting a response yet.
Deny answering a ticket without mandatory fields filled
A lot of times agents forget to fill mandatory fields because it is possible to reply without filling them, making it mandatory to fill before being able to reply the ticket would solve it (And IMO it should work like that since the beginning).
How do I stop views from defaulting to last 30 days?
I'll set the view open tickets (as well as others) to show more than the last 30 days as well as more than 20 tickets and it will work for a while but then again and again defaults back to 30 days. We don't only use tickets for service issues that get resolved quickly and it can cause errors if employees don't see tickets. Besides, if a ticket is still open, why would you ever want to automatically filter them out of view just because they are older than a certain date? Lastly, if I create custom
How to import products from zoho CRM to Zoho support?
Kindly advise us for above requirement... Is it possible?
Shout Out To AWESOME Support Agent
Hi, I wanted to reach out and provide some feedback in regards to Venkat from Zoho Desk Team. Venkat is caring about his customers whom he interacts with. Venkat is always willing to help regardless of the situation. If he does not have a solution, He assures you that he will check into it and he definitely updates you within a reasonable time frame. I've expressed my feedback to the Desk Team Manager and also the Global Support Manager. I really wanted to post here so you all can hear the
Disallow agents to set themselves to offline
Hello, we are currently using Microsoft Dynamics CRM. We don't currently have an account set up with Zoho, but are leaning heavily towards purchasing Zoho Desk as a replacement to Dynamics. The main reason we are moving away from Dynamics is their constant updates keeps breaking our workflows. We plan to have 2 departments with 20-22 users total. We plan to use 2 emails addresses, forwarded to email aliases in Zoho and use workflow and round robin ticket assignment to assign tickets to agents. In
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