Getting incoming CRM web form requests as tickets in Desk
Hi, We have a CRM web form on our website, and use Desk for customer support. Currently, we've set it up so that we receive a notification ticket for the web form from CRM into Desk and that ticket's Description holds all the information about the web form request, i.e. name, email address, message content, etc. Because of the way the ticket is generated, we cannot simply hit Reply to it, as the contact detail info on the left-hand side is not filled in with the contact info the user entered in the
API Help
I am trying to use the Zoho Desk API and I have a couple of questions: 1 ) Does the token that I generate by clicking here (https://accounts.zoho.com/apiauthtoken/create?SCOPE=ZohoSupport/supportapi,ZohoSearch/SearchAPI) expire. if so, how would I generate again the token programatically, I have not been able to do it. 2) I am able to query all contacts or tickets; however, I have not been able to create one using the API calls you provide. Is it because I only have READ scope. if so, how would i
New Employee unable to accept invitation
Hi, On our Zoho we just brought in a new employee. I've sent him the invitation about three times but each time I send it, he accepts it and it just trys to sign him up for a free account. Is there an issue with onboarding people into the system right now or are we just falling into an easily fixed error? For reference the agents name in the system in Michael Futa.
Make ListTickets API More Robust With Field Filtering
Specifically I'd like to be able to fetch tickets that have an assigned due date and are open (ideally sorted by due date). This would allow me to track tickets that are due, generate customized reporting, and send notifications through a variety of channels. But being able to filter based on any arbitrary field in the schema would be incredible. (Have you considered GraphQL?)
Content is not available. Please try again after some time.
Hi guys, I've found that when we try raising a ticket in Zoho Desk that we get the following message: Content is not available. Please try again after some time. I noticed another forum 9 days ago was due to an issue internally within the Zoho system and it's been marked as solved: https://help.zoho.com/portal/zohocorp/community/topic/content-is-not-available-please-try-again-after-some-time Any ideas or anyone else that's experiencing the same thing? Thanks in advance, Stuart
SSO Implementation
There is any SSO solution that users can log in to their Zoho Desk account from client application I am A rails Developer and integrating zoho crm by using rubyzoho gem and I want to login to ZOHO Desk account to my application user from my application. Thanks
Viewing which tickets need replying to
What is the easiest way to view which of your tickets still need replying to?
Updates to Threads APIs and the List All Attachments API
At Zoho Desk, we believe that convenience and consistency are key factors in delivering a good user experience, be it for the end-users of Zoho Desk or the developers who build upon Desk's features and functionalities. As an extension of this belief, we have now updated a payload parameter pertaining to the APIs for ticket threads and a query parameter pertaining to a ticket attachments API. Here is more information on these two updates: 1. Replacing uploads with attachmentIds in Threads APIs Currently,
Not receiving new ticket notifications
We have noticed that new tickets will appear in the ticket list, but we never receive a new ticket notification via e-mail. We do have the notification turned on and the majority of new tickets, we do receive the new ticket notification. I have narrowed it down to the fact that the tickets where we do not receive the notification do come via e-mail and the e-mail subject line has some text in brackets [ ]. Is there a work around for this?
Field Update Date Limitation
When a customer submits a ticket, we have them include a date of incident on their ticket. From this date of incident, we need track 120 days so we know when we must initiate the next step of our process. I am attempting to create a field update on a new field that would trigger upon generation of the ticket that would update to 120 days from the date of incident field. Unfortunately the system is limited to two digits and the maximum I can update to is 99 days. Would it be possible to allow three
Zoho Desk Reports
In the report section I can create a report based on Category but not Classification. Yet for the fields Category is not required and can be removed from the ticket yet Classifications is required and cannot be removed. The way we are using the Desk these fields would be redundant. Is there a way to run the reports by Classifications, since it is required, or is there a way to remove the required from Classification so I can remove it from the ticket.
Is it possible for the email editor to fetch the contact's email address from a custom field?
Hi, Suppose I have a secondary email address field on my ticket form. When I send an email to the customer, is it possible to fetch the email from that field instead of the default email field. That way, my "To" recipients will be the one on the custom field. Thank you. Jordanne
Zoho Desk only some emails generate a ticket
Hi, In my office (WWW.ICONNECT.CL) only some email generate a ticke on Zoho Desk - noc@iconnect.zohosupport.com (for Network Operation Center) - Sourse email noc@iconnect.cl Thanks a lot
Please disable SPAM filter in our Zoho desk account
Tickets are getting posted under SPAM Filter. Or please give us a tool with which we can enable/disable spam filter
Unable to Edit the Email Addresses of Agents
Hello, My company has changed our company email and I need to update the email addresses of all my agents. When I go to edit the agent info, it is not possible to edit the email address. Is there a way to edit these (including the primary admin)? Thanks, Jason
How to embed a video from personal website page.
Is it possible to embed a video from my website page? Actually i want to embed HTML from my website rather than YouTube.
Deleting Default Fields and Automation Based on Department
I have a few questions regarding Zoho Desk: How can I delete a default field for the tickets. We are using Zoho Desk as an employee knowledge base and some of the fields are not required. How can we remove the fields? Also, how to I automate who a ticket goes to? In some way I want the emoloyees to select the department they need help in and the ticket will be assigned to an agent in that department. Is this something you can help me with? Thanks for your help and assistance! :)
No contacts found
When adding a new ticket - trying to find an existing contact does not work. Always says no contacts found. But when i enter email address in ticket details - it says: Duplicate Contact with the same email address exist, Please choose the appropriate and proceed
How do I continue with a free plan for ZohoDesk
I only use 2 users so a free plan would suffice, however the upgrade options do not include the option so stay on a free plan. I cannot respond to any tickets as the trial has expired.
How to combine two tickets from the same sender
Hi there, I would like to group/link/merge tickets that are related to each other, how can I do that? Thank you BR, Betty
Notifications tab pops us when i Go to print my web page my screen's resoloution is 2560x1080 and pointers?
Need help figuring how to get this to work properly.
Notifying customer when a ticket has been logged
Hi I'm just wondering if there is a way within Desk to automatically send an email to a specific email when a user of a specific group has logged a ticket? As mentioned would need to only go to that specific email when that specific group has logged a ticket. Thanks, Alex
Portal Social Login?
Will there be an option to allow users to register for the Desk portal with their social media accounts like Facebook or Twitter?
Webhook Support in Zoho Desk API
It will be very useful if you can provide a webhook URL as soon as I receive a ticket on Zoho Desk. This will help us to decrease response time to our customers. Thanks
post clipart
wanting to know if you can post clipart directly from cache, copy artwork , cells from excel, screen grab, etc... currently having to save any files into jpg then uploading view the insert button, then go back and delete the jpg Are there plans, or should I use in a different mode ?
My Open Tickets/Total Records
We have an agent in our Zoho Desk. Amy Adams. She had nine tickets assigned to her, both in her My Open Tickets and her Agent Queue she was only showing two of the nine tickets, and those two are not Open. Not sure what was causing this. Additionally, our Total Records has been showing off on some views. Please see the attached screenshow Just reporting some bugs, hoping for some insight on how to fix them.
Upload an Attachment to a Customer Record (Not a Ticket)
We are migrating from another system and ran into a roadblock. We need to copy customer context notes and attachments from the old system to customer records in the new. We know how to use the API to add attachments to Zoho Desk tickets, but have been unable to see a means to add Attachments to Zoho Desk "Contacts." Is the API capable of this, or can it be updated to include this function?
A zoho account is already registered with your email address. Type your registered account password to associate with it.
Hi, I created a new account in ManageEngine service desk on demand. Now when user tries to login, it gives the following error. "A Zoho Account is already registered with your email address 'azad.rahman@plaza-network.com". Type your registered account password to associate with it. and it would not allow him to login, throws invalid password even though its correct.
Bad Translator
Dear Support, I'm fowarding some sugestions to better translate to Portugues (Brazil) Inscrever-se OK no very bad but better in Brazil is "Cadastrar-se" in Signup then "Cadastrar-se" is very bad translated in Brazil, correct is "Login" or "Entrar" in this screen alter "Inscrever-se" upon from Name/Email because is incorrect
I want to filter tickets those are not in my contact list.
I want to filter tickets, thats are come from unknown contact. I want to accept those tickets, that emails are present in my contact list. i have synced my contact list with zoho crm. So that i want to filter tickets, that email are not present in my contact list
Domain mapping not correctly
Hello, I was configureded domain mapping but it's not working. Could you reset it?
Light Agent Notifications
Would like to know how to restrict light Agents from receiving notifications on new ticket creations Currently setup a Light agent and member of a department Looked at Automate/Notify, Customize/templates, Organize/Permissions and can not see how to disable Light Agents from getting notifications. I just want them to have read-only access without notification thank you,
Set Priority on new records based on the subject?
I'm using a form to send information from my website into Desk. I need a way to set the priority of a ticket when the subject contains specific text. I've been trying workflows and macros but can't find a place to set conditions. For example, if the subject is "Account Closure", I want to set the priority to "High". Thanks Jeff
Unable to send out emails from Zoho Desk
Hi, We're unable to send out emails from the system for almost half on hour now, getting this error: Hope you can urgently assist. It's not a problem with the network as we're accessing it from different locations.Thank you. This happened before and I was told it was due to a limit, but I was told there really is no limit. Jordanne
Deleted Contact returns 200 status, allows creating a ticket, shows "NULL" in ZohoDesk for contact
Hi Team, We have noticed a bug in the API with regards to contacts that have been deleted. If a contact is deleted via ZohoDesk, the API still returns them as existing when querying directly on the contact ID via the API. (request returns a 200 status and the contact object with no indication that it has been deleted) The API then allows for the creation of a ticket with the contactId specified as that deleted contact. Within Zoho desk, the ticket shows as existing, though the contact has some complete
Zoho domain mapping
Dear team, My domain was not working with the mapping , can you please reset again. on this. Please provide a reset option for this, then user can do without fail. right now am stucked
Zoho desk domain
i have updated the domain wrongly, so please reset it
Why are Agent Ticket URLs different from Customer Ticket URLs?
There are different ticket message placeholders for these and they produce very different URLs. Why are they not the same URL, displaying appropriate content based on who is logged in?
Disabling Email Notifications (Free Plan)
Is there a way to disable the automatic email notifications that customers receive on free plan? If so, What is the work around? If not, Do you plan to fix this? Best, Jacob
Invite user email
Hi I'm trying to invite or re-invite end users to join to Zoho Desk, but if their email provider is google mail they don't receive the email, but Zoho Desk inform that teh email was sent. The email is not in the anti-spam too. If I sent a ticket by email and answered, they received the email What´s wrong ?
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