Cannot forward ticket response in Zoho Desk
If i reply to a customer's ticket in Zoho Desk and hit send, I cannot do anything to the ticket until the customer has replied. I cannot reply to my own response and send additional information, nor forward my response to anyone else (internally or externally). This is very frustrating and makes it very hard to follow up with the customer if they have not responded yet.
Departments
We use Zoho desk with 14 departments, some have child departments. Customers can send tickets via email, or by form specific to department (different fields). Currently agents are assigned to a department + team on their role. We'd like agents to have access across all departments if they are in the mail header fields or have a lookup (via search) for department. But if they are not members of department they are blocked. We've tested assigning an agent to all departments, and members to teams they
Request - Enforce agents to use Two-Factor Authentication
Currently, Two-Factor Authentication (2FA) is activated by individual Desk Agents and, there is no way for Admins to enforce 2FA. For security reasons, Admins should have the ability to enforce 2FA login for Desk Agents. Luke.
article search by tags via api
hey guys is there any way to search kb articles via api ? i notices you have that option in the portal when i start typing the subject and the subject beginning exist in article tags https://desk.zoho.com/portal/comsecuredev/newticket please assist im using php and jquery so both api options will work for me
Ask the Experts 1: A 5 hour online Q&A on setting up departments and multi-branding
Welcome to Zoho Desk's first 'Ask the Expert' session. It will be a monthly discussion in our forums that focus on issues that frequent the support desk and hence demand expert advice. The topic for discussion will be posted a few days ahead of the live
Unable to remove extension & Zoho Desk Integration
Hey, I cannot remove integrations with Cliq and disable the Zoho Desk integration it keeps throwing up an error and telling me to try again later. I want to completely disable Zoho Cliq, as it doesn't have enough extensions/abilities as Slack does. Can someone please help us?
No supervisor user
Good afternoon! By accident we have changed the account admin user as an agent without permissions. How do I change back to supervisor?
Zoho Desk : Troublesome lag
Hi Zoho Support, Currently I am not able to type out my replies as the lag issue keeps on persisting and it only affects the Zoho Desk. I was able to use other sites without having any issues.
Invalid email address
Hi Support, May i know if email address contain symbol can be rejected? I can't reply email which it said invalid email Example email address : {PET-ICTEOSSAPBasis_PET-ICT}@petronas.com
Feature request: warn agent when closing a ticket that has an unsent draft
I've observed some of our new agents forgetting to send an email after the final review process. It would be very helpful if the system could warn a user when there's an unsent draft when a ticket is closed.
api: https://desk.zoho.com/api/v1/tickets Unable to set dueDate as NULL
Hello Support, I am trying to use endpoint /tickets, but I found out that I am unable to set dueDate field as empty/null value. The API auto-fill the field even I do not pass any values for the field. Can you please help it? Regards Ryan
Organise Workflows
It would be nice for the possibility to organise the order of workflows, the more we set up the harder it becomes to find the ones we have created
Export limitation
URGENT! I exported tickets. I only have 3000 records. Is there an export limitation? If so, how do I export the remaining records?
Multiple actions toolbar (Merge, Close, delete etc) disappears as you scroll in Google Chrome sometimes
Scenario 1) If you are trying to merge 2 tickets and tick one and then scroll down the toolbar disappears sometimes in Chrome as demonstrated in the above chat session. I have attached a screenshot to explain. Scenario 2) You are trying to merge 2 tickets where the second ticket falls on another page (>50 tickets) you cannot merge across pages. I know you can do an advanced search, but that is really clunky and time consuming and defeats the object.
Add a keyboard shortcut to exit peek mode (Escape key ?)
I use peek to quickly look at tickets in the list view - it would speed things up if you could just hit a key like the escape key to close peek mode instead of having to move the mouse over to the X to close it and then move the mouse back over to click on the peek button for the next ticket etc.....
Cannot access my Zoho Desk Agent account
Hi, Can I ask a question about Zoho Desk? I have an agent account but haven't logged in for a while, today I tried to log in but there's a issue as below: 1, go to desk portal: https://desk.zoho.com/portal/veloscientsupport/home 2, click "Sign In" at the upper right corner 3, click "Are you an Agent? - Login here" Then below "Sign up for Enterprise Plan" page appeared, not the sign in page. How can I log in my agent account? Thanks very much! :)
Placeholder for average response time
Hello forum, We use API to let customers create tickets from our website. Is there any way to show the average response time using the API or as a placeholder in the automated notify email that is sent?
Zoho Project and Zoho Desk Issue
Hi Zoho Support, Currently my colleague access is having an issue. she standardize the account access with the same email for Zoho Project and Zoho Desk. However, she could not access the Zoho Desk anymore. The moment she logs in to the Zoho Desk. She receive "Unauthorized login to tihs portal". She tried to reset her password but receive the "No account present with mentioned email address" notification. What would be the reason the issue occured?
Issue with Emails not forwarding into tickets
We have a major issue which started occurring on Friday evening where emails are not forwarding into tickets. I submitted a Zoho Desk Support ticket over the weekend but have yet to hear a reply. Can someone at Zoho please contact me back.
Customer ID
Hi, I would like to have unique customer ID to use as referral code in zoho desk, is it possible to has it ?? Thanks Louay
Default values don't get pre-populated when receiving emails but is pre-populated when creating them manually
We did create some new required fields on one our layouts which all have default values. These default values don't get pre-populated on new tickets when we receive new emails but are pre-populated when we create new tickets manually. We have over 10 of these fields on this particular layout so it gets very tiresome for our agents to select the default values on them to be able to modify anything on the ticket. All of these fields have the same 2 values where one them is the default but the new ticket
Trying to customize the Chat float button
Trying to customize the chat float button so when no one is online it doesn't say: "Leave a message" "Leave us a message" as it currently does. But when I go to change the button appearance and change the First line text to something else, when I save it I get: Error occurred while processing your request. Please try again later! Well, it's later and this doesn't seem to be magically fixed.
Blueprints can't be saved since yesterday
We did encounter a problem which involved saving the modifications on blueprints. We were working on 2 different blueprints and after a while we started having a problem to save our modifications. The problem did sort out on one of the the blueprints later on but the blueprint for our "Parts" department still can't be saved. Please solve this problem asap because we are planning to start to use them starting Monday.
How Can an End-User Check the Status of a Ticket?
On our public portal, an end-user can submit a ticket and see the ticket ID number. My question is two-fold: How do we add users to the public portal? I can add agents to the Desk, but that doesn't allow logins to the public portal. How can end-users check the status of tickets? Is there a way for non-agents to look up a ticket number and see a ticket status?
Zoho Desk Provider for PHP OAuth 2.0 Client
I'm developing an integration with the Zoho Desk, for Bybrand. And I created an OAuth2 provider for PHP (with the PHP League's OAuth 2.0 Client.) See more details: https://packagist.org/packages/bybrand/oauth2-zohodesk I hope it will be useful to the community. Soon we will release the integration with Bybrand, we are very happy with the rich API of the Zoho Desk. Thanks for all.
is there a view where I can see "My Team's" tasks
Thanks!
Department Signatures - Only Working For One Department
Hello everyone, We've just been finalising adding signatures to each of our departments - thank you Zoho, a great feature! One thing that we have noticed is that the e-mail signature is added to replies to tickets but only for the first department that we tried it on. It's not adding the relevant signature to tickets in other departments. I have set up the signature for department1, department 2 etc. and they have been saved so not sure what I have done wrong? Would somebody be able to help me please?
Remote authentication next steps?
I've got domain mapping done and applied according to Domain Mapping area. However, when going to setup remote auth, seeing a message to complete Domain Mapping. Confused..is it not already setup when domain mapping shows all good?
New 'Recent' feature in Community needs the forum name adding
Hi, I didn't know where else to post this really but guessing it's a Desk feature generally -- personally I don't use the Community channel in my own Desk setup. The new 'Recent' listing is fantastic for keeping on top of new posts but it's confusing as you don't know which topic is from which forum! The Recent listing therefore needs the name of the forum including in my opinion. Mark
customer viewed ticket?
How can I see if the customer has viewed the ticket/email. (I am moving from HelpScout and they had this functionality.)
Email department dont get any emails
Hi I have added several departments and several emails. But the only email that work is the email that is standard (support@....) and not they I have made. How to fix this?
No Auto Assign for CSV Tickets
Hi, So we have been using Zoho Desk for a while now and most of our tickets we either get via Email or via a CSV dump. We want to auto assign these tickets to our agents based on certain criteria however, the system only allows for Email tickets to be assigned via Round Robin. CSV tickets have to be assigned manually. This is definitely an issue. The Round Robin should apply irrespective, of the channel of the ticket. Regards.
TextNow Integration
Would love to see Zoho have an integration with TextNow to place calls and texts to customers within Desk. Right now I am having to use an external desktop application and It would be nice to stay within the Desk platform. TextNow offers great pricing and I feel other Zoho users plus myself would benefit from this
Chat shows "Leave a Message" in portal even if our agents are online
When our agents log in it usually takes a while for the system to accept that they are online. We click the user photo, click on the chat status, select online and then often wait several minutes. In any case, once the agents chat-status changes to "online" we would expect the visitors to our help center/portal to see a chat option. However all they see is "Leave a Message" at the bottom right of the screen. Do we have to do something else to enable chat for our portal? Many thanks in advance
A few problems in Books integration with Desk
1. If I change the item name on the invoice, it no longer associates the invoice with the ticket. 2. If I change the item name to an existing item, it does NOT honor the price list. 3. I feel that time should be billed in quantity, not in dollar amount. For example, if it is 15 minutes at $100/hr in the ticket, it should show a quantity of 0.25 at a price of 100.00.
Missing Attachments in ZohoDesk
Yesterday we received an email with 10 attachments (5 pdf and 5 eml), but when we looked at it in ZohoDesk, we only see 5 attachments (only the 5 eml). Note: Our tickets in ZohoDesk are from our Gmail box. We checked in Gmail and it showed us all the 10 attachments. A support ticket was sent yesterday and still awaiting response. This is a critical issue for us. Please assist asap.
Custom Acknowledgement Email
Hi, I want to create a custom email templates when a user creates a ticket and on a closure of tickets, Customer should be notifies or acknowledged. Can you please explain it to me I am using enterprise version of zoho helpdesk. Thanks
how can we configure which fields show in "case view"
Hi, When I've opened a ticket I want to be able to see all the critical fields in the "Ticket Properties" area (see attached). How do I configure which fields show in this view? Thanks
changing ticket template
Hi, When we have tickets coming in via email we haven't categorized them yet so we want to be able to set the ticket template AFTER it's been created (and assigned to an agent). How do I achieve this? Thanks
is there a way to see all "draft conversations" across all tickets you have access to?
Hi, I would like to have a view where I can see a list of all "drafts" that I haven't sent for tickets?
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