Is it possible to customize Agent Login Area
I am curious to know if we have the ability to customize our portal for logging in to Zoho Desk? Right now it has a basic simple form with our company name on it. I would like to customize it with out company logo and perhaps other features.
Common Articles for different departments
Hello, We are currently evaluating Zoho desk. We have encountered a serious problem/inconsistency in organization of ticket channels and knowledge base system. We have two departments for our different support teams at different geographic locations. These two teams are supporting customers in their territory and they are supposed to receive support e-mails from different e-mail addresses. So, I created two departments, one for each team. Everything is fine up to this point. Problem is, both teams
Automatically Assigning Tickets to Offline Users
Hello, I have created a 'Round Robin' rule that automatically assigns tickets to particular group of agents inside a department. (Rule assigns tickets only to particular 3 agents out of 7 agents.) Do you have an option, such that, the tickets are always assigned to these group of agents in turn, regardless of their availability? I don't want the tickets to be assigned to remaining 4 agents. Note: I have put these 7 agents in the same department because of common knowledge-base issues. Thanks and
Enable ZOHO ASSIST on Desk
Hi Zoho, I am not able to integrate Zoho Desk and Zoho Assist. There is a message "We are unable to process your request. Please try again later." Therefore, it is not showing remote support when I need to solve ticket. My email is "jack_mai@smartvisiondirect.com" , hope you can find my organization or zoho account. Thanks
Adding Customized Flag Field in Zoho CRM Accounts & Ticket Form
I have added one list of value field labeled 'Service Contract' having values Active and Suspended in Accounts form. Now I want to reflect the same field in Ticket form. I haven't find any way expect adding one customized field in ticket form but concerns comes How to link it with source field in accounts form. the field in ticket form will populate the value same defined value. How to achieve this task? Hope to have quick response, as it is mandatory.
Subscription field in Zoho desk
Hello, we are an it support company and we are in a trial of zoho one. We are mostly going to work in desk, but we would like to use subscription. I've tested this but we are missing a essential thing. The subscription of the contact or customer is not visible in ZOHO Desk. is there a way to see this subscription through some kind of integration. Possibly through custom fields? The CRM integration only shows the contact information. The missing integration is of course the integration of Zoho Subscription
Bypassing OAuth2
Is it possible to get access token without OAuth process when our connected app is embedded as widget or webtab?
Custom function to change status of ticket
I apologize if this got double posted... Hello! We're in the process of trying to replace our existing ticketing system with Zoho Desk. One of the issues I have is that my environment has a few "agents" who are heavily dependent on email to respond to and create tickets. We seem to have gotten down the process of creating and answering tickets via email, however, I can't seem to "close" a ticket from email. In previous tools we've tested, you could put something like #CLOSED# at the bottom of
What exactly updates the modifiedTime key?
Do any changes to the ticket (including automatic updates, api calls, ticket status changes, replies, and comments) update the "modifiedTime" value or only when an agent opens the edit menu and saves it (with the screen pulled up via the "e" key shortcut)?
Adding Secondary Email
Why is my email mark as spam when i try adding it as a secondary email?
Using Supervise Rules
Hi, I need some help with configuring an alert to be sent upon 5 days case age- but only 1 email exactly on the day the criteria were met. I tried to configure this on Supervise with below setting and attached is the result. Please note these details are gathered from the History tab of each ticket. Hours since created + is + 120 AND Escalated to + is empty Please confirm: 1. Since the rule runs on hourly basis, is it supposed to send alerts for the same ticket every hour even though my criteria
Can i disable the Anti-Spam filter for Zoho Desk?
Many important tickets are getting posted under the Spam folder. Can you please disable the Anti-Spam filter for our Zoho Desk or allow us to disable it somewhere? Thanks in advance.
Anyone else having an issue with replies not showing up for hours?
A few weeks ago I started seeing a glitch, I have a ticket open but it gets fixed then comes back I have my email set up to forward customer replies to Zoho where they show up in the ticket system. Because Zoho still doesn't have VERP enabled or anything else implemented so that I can just reply back to their emails, I have to WAIT until the email shows up in the ticket system before replying. Normally, it's fast. Like seconds or minutes. About 2 weeks or so ago, it started taking hours. I screamed
Zoho Search Functionality
Hello, I have a query in relation to the search functionality. In our system, we search off a word labelled Indium. It sporadically will pull up on some tickets with Indium and other tickets it will not pull up even if Indium is in the email. So my question is, what exactly does the search function in Zoho pull off of? What is it exactly comparing it to? Thanks! Ray Darrah
Ticket Reply with Hyperlinks to a network file location.
Hello All, I am looking for a way to send a ticket reply that would include a hyperlink to a file location on our local network. Because the file location may be different for each ticket I would like to base it on one of my custom ticket fields. My thought was to create a reply template using something like: <a href="file:///\\Full Server Name\ ${Cases.URLFieldTest}> Click here for your report</a> So far the only way I have been able to get this to work is to inset the link then edit the html. This
Global and Scheduled Reports Limit
Hi, Is there a limit to the number of global and scheduled reports that I can configure? Thanks.
Chat Features and Pre-Chat
Is there any way to possibly change the fields in the chat of Zoho Desk. For example to remove the requirement of inserting the email field. or selecting between support Category before chatting?
REGISTRO CNAME
Hola Buenas tardes, no puedo acceder una vez que agrego el cname a mi cpanel. me arroja el siguiente mensaje Not Found The requested URL /support/helpge/ShowHomePage.do was not found on this server. Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
Contact address API
Hello, How do we pass the whole address in Zoho Desk Contact module via API ? Thanks for your help. Best Regards, Thierry C.
reports
Why do I see so many different numbers when trying to find how many tickets are not closed by agent?
Adding sub-section results in "Unable to process your request" message
I'm trying to add a Security sub-section to my KB, but it results in a "Unable to process your request" message popping up. If I edit an article, and try to create the sub-section that way, it reports that "This name is taken" I have a feeling I created it quite some time ago and deleted it, but can't find it in recycle bin to recover. Any suggestions? Thanks, Angus.
Remote authentication with WordPress anyone?
Has anyone come up with a unified authentication from a WordPress site (self-hosted) into Zoho Support? I've read the documentation already but can't quite figure out how to make it work. Thanks, Jeff
I made a mistake when changing my domain
I made a mistake when changing my domain name and now I can not access my site. I would like you to help me restore it.
can someone help me with these 4 issues.
i am setting up zoho desk, running into couple of issues. 1. i setup domain change to support.avigosystems.com, but when I go to the domain the SSL cert thats on the server shows that the site is unsecure. - thats not good, I do not want customers to see this. 2. when i go to my support site the support.avigosystems.com this is support site for customer. I put my logo but next to the logo on the right there is my company name listed there. I dont need my compnay name 2 times. As my logo is already
I am looking for that person who guide me for zoho Basic ?
If any one there please help me Thanks
Create ticket API integration error
I am not able to find the url destination for creating a new ticket with python through xml data. The error in python says check the parameters used. import urllib.request authtoken = '#######' OAuth="Desk.tickets.CREATE" params = {'authtoken': authtoken,'scope':'supportapi', 'xmlData':'<ticket><row no="3"><FL val="CONTACT NAME">JOHN</FL> <FL val="EMAIL">JOHN@JJ.COM</FL> <FL val="PHONE"> 555-555-5555 </FL> <FL val="SUBJECT"> NOT ABLE TO FIND CS </FL> <FL val="DESCRIPTION"> INFO NOT GIVEN ANYWHERE
Classifications for different departments
Hello, I was wondering if it is possible to display different classifications for tickets based on department. For example, we are using Zoho desk for IT and Maintenance requests. We would like to have classifications like plumbing,heating,custodial only show if the user chooses the maintenance department.
Custom ticket status' for different channels
It would be useful if we could have different ticket status' for different support desks For example, our report support might want a status to say 'report sent to formatter' but this same status would not be applicable to our IT support team
Free Edition Trial
Hi, How can I trial the free version features? It seems, unlike say CRM, I can't downgrade from the trial to the free version. I am just trying it out and getting my head around the features but I would rather do this with the free version being the edition we will be using. Thanks, James
Get ticket by number returns empty
Hello , As said in the subject, I try to get a ticket by entering its number in parameters. Everything goes well but Postman tells me that there is no content (204 - No Content). Bug or Help ? s/shot attached. Best Regards, Thierry C.
Change Company/SLA on Ticket according to Domain email comes from
If I have an email come in from user1@company.com or user2@company.com or any user from that domain - I want the ticket to change to the Account name and activate the SLA I have assigned to that account so the ticket times starts as soon as it arrives. I know I can assign contacts to an account and that links them but if I have a company with hundreds of users, that's not a practical option. I couldn't find a way to do it with a rule or workflow - I couldn't see how to use a wildcard i.e *@company.com.
Certificate Error
I recently added a support subdomain to my site using Domain Mapping which links to https://desk.zoho.com/support/mydomain but the link is not secure and throws a certificate error. How do I ensure me and my clients are using https?
Cant send reply to user on zoho desk
Hi, Every time I try to reply to a user request I get the message that the email cant be sent, please try again?
Domain Mapping
Hi, I tried to do the url domain mapping thing and now when I click on zoho desk, it directs me to my web address but it says 400 Bad Request. What should I do, I can't figure out a way to get back to the original desk application. Thanks. Roberto
Digital Fax emails not coming into Zoho Desk
We recently set up an account to receive faxes via email with freepbx.pbx. When faxes come in as a pdf attachment to our email address and is forwarded to our zoho desk account - nothing shows up. We even tried sending directly to zohodesk.com address and it was not received. Please advise.
Attach a KB to a ticket
Hi, Is there a way to attach a KB, from help center, to a ticket? Agent to agent or agent to contact. Cheers.
Enhancements to the Get All Departments and List All Agents APIs
We recently observed some performance issues in the Get all departments API. Our root cause analysis revealed that these issues were caused by the inclusion of the associatedAgentIds key in the API response. To eliminate this performance issue, we have decided to deprecate this key from the API response. However, this change does not affect the Get a department API. So, as an alternative, you can get the associatedAgentIds key through the response to this API. Besides, we have also enhanced the Get
Client Receives a Notification Email Even When We Create The Ticket
On our Automated settings on Desk configurations, the option 'Receiving a new ticket' is set on. It works fine when a client's e-mail comes to us and he or she receives back the notification e-mail we have customized. But recently we're having problem with another kind of situation. In some cases we need to create a ticket just to be aligned with a task. This recently created ticket, although, is not filled with a message to the client: it keeps empty. We discover, however, that even on this cases
Wish to change support email prefix
When my company originally looked at the Zoho Desk product over a year ago, they made some selections with the intention of exploring/testing the product. Now I find myself in a situation where I would like to change these configurations. Specifically, if the the prefix for the email was originally configured as @XYZ.zohosupport.com and i wish to change that to @ZYX.zohosupport.com, how would I make this change?
Time enter using moible app
Is there a way to enter a time spent on a ticket using the mobile app?
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