Turn On Manage For Knowledge Base
How to get the Manage tab to show up in the Knowledge Base section? What permissions do I need to have?
Add Error Message for Update ticket when attempting to move departments
Moving a ticket between departments has its own method separate from updating a ticket. When attempting to do so the API should warn the developer of the invalid operation by returning a error message that indicates it as such. Currently it returns a 500 error with no description to indicate the issue. Although I would argue that one should be able to update the departmentId directly through the update ticket method, as that would be the more in line with REST. Otherwise I suggest it should return
Change information shown in Account view
Is it possible to show more custom fields in the Accounts view? Because some are shown and others not..
zoho desk api/v1/tickets doesn't support to assign value for the createdTime field
Hello Customer Service, The field createdTime of api/v1/tickets seems to be not working anymore when I try to assign past date time value to it. I believe it worked for last a few weeks. Currently the created time is always auto generated from the current time. Regards Ryan
Problem to sendReply INTERNAL_SERVER_ERROR
We try to send by API https://desk.zoho.com/api/v1/tickets/{ticket_id}/sendReply but it tells us "{ "errorCode": "INTERNAL_SERVER_ERROR", "message": "An internal server error occurred while performing this operation." } . In the header are the values of orgId and Authorization and in the body by raw (json) the list of parameters like : { "channel" : "MAIL", "to" : "algo@correo.cl", "fromEmailAddress" : "soporte@otrocorreo.cl", "contentType" : "plainText", "content" : "We have
Rule for deleting unwanted tickets
emails that come into our corporate support email box will automatically generate a ticket. The problem is that there is some junk mail and undelivered messages from our marketing email blasts. Is there a way to set up a rule that will automatically delete unwanted tickets.
Unable to see ticket content
Hi, We're unable to see a ticket content when it was sent by email. Find the screenshot below.
Desk to Cliq Integration
I have a major issue with the fact that your Desk to Slack integration is far more superior than the Desk to Cliq Integration. We would like the ability to create workflow notification rules from Desk to Cliq, all members on a team or member of a channel needs to be able to see notifications immediately when tickets come in, are assigned, are reassigned, status updates, customer comments or replies and tickets closed as they happen. Even though Zapier integration is available I don't want to pay
Closed Status not showing in Closed View
I am testing Zoho Desk. I have closed a ticket, but it is not showing in Closed View. What am I doing wrong? Why can't I see the ticket in the Closed View?
Help creating a blueprint
Hello! I'm having kind of a hard time creating what should be a very simple blueprint. The end goal is when the channel is Phone Call, I want to mandate certain fields and a comment (the comment is where the agent describes what happened during the phone call) Our process: We receive emails from customers. Sometimes those emails need to be converted into a phone call. That's when we change the channel from email > phone. Once the channel is phone, we call the customer. When calling, the "Ticket Status"
Blueprint Limits
Dear Desk developers, The limits defined for different plans doesn't seem to be fair : https://help.zoho.com/portal/kb/articles/creating-a-blueprint-in-zoho-desk You are allowing the enterprise plan to have 20 blueprints with each blueprint having 50 transitions whereas the professional plan which is priced half of the enterprise plans does have just 1 blueprint with up to 10 transitions. Enterprise plan 50 x 20 = 1000 Professional plan 10 x 1 = 10 Please adjust the professional plan limits a little
"Time entry" report
Hi, Is there a possibility to create a Report that reflects the total time used by the agents? It is desired that the report include the detail and summation.
Difference between various error messages when fetching tickets
Sometimes I receive a 403 with the message "You are not authorized to access this resource" and other times I receive a 403 with the message "Unauthorized to view ticket" (note the double space there) I think one case is where the ticket was deleted and the other is where the ticket has been merged? Can the server response message be updated to reflect those error states? such as 410 for resource has been deleted and 301 for merged (if it's possible to route the request to the appropriate new ticket)?
Zoho Self-Service Portal : CC issue
Hi Zoho support, Recently we have submit a ticket through the Self-Service Portal and added a CC recipient. However, the recipient did not receive any email. Kindly refer the image below.
Can't personalize the tabs on my help center
Hi, So whenever I try to customize the tabs on my help center (like put the 'Community' tab first) and I click on 'Publish', I get an error message whithout any precision. Could you tell me why ? You can see the screen I took. Thank you.
Download/Backup all the Files attached to our Tickets
Is there any way to actually download all the files attached to our Tickets massively? We need to make a Backup of them locally but can't find the proper way since making it manually (one by one) takes forever. Please your help regarding this issue. If that's not possible is there any way for you guys to download them for us (on request) so we can work with that? Thanks for your quick question! Kind Regards
Domain redirection - Connection not secure
Hi, I've successfully been able to complete the redirection of the 360soporte.geoagro.com domain to a Zoho Desk Help Center. However, now I'm getting this message: What may be going on?
Task Reminder doesn't work
Hello, many of our Agents working with Task reminder to get a remider Mail for that. For now, this doesent work fine in our Zoho One. I need fast help with that, this problem is a gamebreaker for us and must be solved!! Kind regards, Klaus Brandt
SSO for Users & ADFS
Hi Does Desk support SSO/SAML directly to ADFS without having to use a third-party identity provider for user sso? Thx Tony
Adding more portal themes for paid users
Does your team plan to add more portal themes for end user portals for paid users?
I have a contact not able to submit a ticket
I have one of my contacts signed up and he activate his account but when he login to the portal he was not able to find the submit button when he try to create new ticket and I noticed that his infoamtion are coming with null values. Itried to delete it and I asked him to sign up again but we have the the same issue. does any one face the same issue?
Article auto numbering feature
We will be releasing many technical bulletins, announcements, service instructions and troubleshooting flowcharts as the helpdesk department through the year whereas our other departments such as the service and spare parts will also be releasing their own articles in various article types. We want to use a common article number format when releasing the articles which will be using an abbreviation for the department and the article type in front which then will be followed by a 2 digit abbreviation
Zoho Desk Community Digest - October 2018
Top Product Announcements TLS v1.2 Upgrade for Zoho Desk Zoho Desk integration with Zoho SalesIQ Option to set a default home page Ability to turn off the Private Thread handling in Configuration Other Useful Discussions Zoho Desk Provider for PHP OAuth 2.0 Client
State box connection points on the blueprint screen do limit the transition connections per state
You can't create more connections when you utilize all of 8 transition connection points on a state box. I guess that this limit is a virtual one caused by the GUI which has a specific number of IO points on the boxes. The rule on your KB page "Creating a Blueprint in Zoho Desk" says that you can connect up to 8 states to a specific state. In our case we have 5 states connected to the "Ready to Analyze" state so my thinking is that we should be able to connect a 9. transition into it because a state
Picture Corrupted
Hi support, Please look into this issue. It happened twice. Kindly advice accordingly. Please explain why the image will automatically changed to the blank empty white boxes?
Unable to edit different Tab content from the Help Center
Hello there guys, When I try to edit the Help Center Tabs and it's content I get the following error message by the left panel: Reset your HTML customization to the default setting to customize the tabs. We've tried on different computers / different browsers (Firefox, Chrome, Internet Explorer) and we get the same error, we also double checked all our content blocking configs on the different browsers and we still get the same error... Please help us with the error itself. Kind Regards
Knowledge-base - improve articles tree
I offer to include articles in the left-side tree. Currently it only shows categories. When user clicks a category, a default first article from this category is displayed. This way, user can't see other articles in the category, only Next and Previous buttons. Also, it is possible to click on Category name at the top breadcrumb- in this case all articles from a category will be displayed. However, almost noone can find this possibility. This all leads users to get lost in the knowledge base - they
Chrome/Firefox 404 when adding Ticket
This issue showed up today. When users click on the tab to submit a ticket, the page will load but then quickly change to a 404 not found. I have tried it on different browsers both at work and home and still the same issue. The original link address to the new ticket screen changes when this happens also. I've inlcuded a screenshot.
Knowledge Base enhancements that let you rest assured.
To any writer, the option to make changes brings a level of flexibility and reassurance that little else can. Especially if you can pull up older editions of your writing. And that's exactly what article versioning in Zoho Desk's Knowledge Base lets you do. Versioning helps track and manage all the revisions you've made to an article. Any time you change the body of an article, a new version is created. Here are some benefits of this feature: You can compare any two versions of an article to see
Connect Zoho Sales IQ and Zoho Desk - - no multi-tabs
Why don't you connect that each Chat conversation start in the same screen in Zoho Desk.? So, here is the flow. 1. Chat is initiated 2.Zoho Desk Ticket is created - and conversation is withing "ticket" 3. Once chat window is closed - ticket is "solved" You don't have to call them tickets, but they could be all in the same window, and our agents should be in one tab handling Chat, Social, Tickets and phone calls...
API to connect Knowledge Base with our webpage
Hi, I would like to connect our webpage section for getting help to the help center of Zoho. As the customisation of the Zoho help center is limited we can't design it how we want, and would instead integrate using an API. Most of it is easy to set-up, but is there any progress on a API for the Knowledge Base? As we have a FAQ in our webpage, we would like to connect it to the Knowledge Base on Zoho to search and show articles created in the KB on our webpage. Thanks
API to Excel
I'd like to be able to use the API to pull data into Excel. I've already exported ticket information (based on a view), but I'd like to be able to pull new tickets, as well as update fields in excel that have been modified in Zoho. I only need the ticketID, subject, and status. Is this possible?
Help Desk Center Error Message
Zoho Support team, I submitted a question two hours ago. Please let me know; I've successfully verified the domain 360support.geoagro.com and want to complete the creation of a Help Center. I enter the "Help Center Name" and click on "Save", then I get an error message "Error occured Please try again later". Please let me know how should I go on. We work behind Cloudflare and have disabled it to complete the verification. Should you apply for SSL certificates? Kind regards, Mike
Are subscribers of the Knowledge Base able to see the expired articles ?
We have a section called "My Expired" in the Knowledge Base. Is this section also displayed to the KB subscribers? We do expire our articles in time but we also want our subscribers to know that an article that they are referring to has been expired. We can't know if our subscribers did download a specific article or did copy the entire knowledge base contents and if they are using an up to date content so we need to both announce that an article has been expired and also keep the expired article
Emails does not create tickets
Hi, I have the free edition and want to create tickets using the email. I've read the docs regarding emails and forwarding but tickets are never created, even in spam tickets view (and event sending a direct email from origin address). Any clues? Thanks in advance and best regards
'Edit draft' no longer working
Hi, As of a few days ago, we have suddenly been unable to edit ticket reply drafts. Just to be clear, here is the sequence of events: - A ticket is opened (no problem) - Click "Reply all", and the editor opens (no problem) - Begin composing a reply (no problem) - I save the draft (or it auto-saves) (no problem) - Exit the editor (no problem) - Click "Edit draft" to continue with the reply -- fails. The editor does not open (even though a blue progress line goes across the top of the screen, and the
Fix Content-Type in emails
I have noticed if I view the original source of my incoming emails, I see the following ------=_Part_1410627_147770577.1522488015368 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: quoted-printable However the text below is clearly in HTML formatting .. Below that section I see the following : ------=_Part_1410627_147770577.1522488015368 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: quoted-printable Is the same thing as above also in HTML formatting. Here
how do I generate a report with month on month changes (diff / delta)
Hi, See attached an existing report and then second attachment has a column which shows the month on month changes per cell. How do I do this?
Comment mentions create new tickets on some departments
I'm the admin of our Desk setup and I have closed all of the notifications on 2 departments where also my account is a part of. One of them (the logistics department) still does get notification reminder tickets when one of the agents belonging to that department does receive comment mentions. The situation on the other department (the parts department) is more erratic and they do get tickets sometimes when mentioned in comments and then on some occasions no ticket is being created.
Your request can not be processed - new Department
Hello When I try to create a new Department I get the following error: Your request can not be processed I do not know how to solve it ... I've tried everything!
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