Zoho Desk - Approval Process
Is there a feature to ask for approval outside of the department on Zoho Desk? I.e. An agent in Department A has a ticket that needs approval from an Agent in Department B.
Recent Update - Painfully Slow
Hi Zoho Might be a little early to report this, but wanted to at least flag it. Today I received a message that you'd done work under the hood and to refresh. Since that moment, my help desk has been painfully slow at doing just about everything. Opening
Enable End Users to view tickets submitted by End Users within the same group in the Help Center
Is there a way to allow end users in the same group to view each others tickets submitted in help center? There seems to be a function to view tickets in the help center 'created by team' but from what we can see is that teams can only be used for agents
Zoho Desk Virtual Meetups: Canada, November 2020
Adding to the ongoing series of Zoho Desk Virtual meetups, we are now opening the registrations for our customers in Canada. The meetup is planned for: Date: November 5, 2020 | Thursday Time: 9:30 AM - 11:00 AM PST Save your spot for this meetup, register
Help Center - Customer Permissions (Manager/User) - View other tickets
We have migrated from another helpdesk system that supports permissions in the helpcenter Customer 'Manager' can view all tickets for the Customer Account (created by other users or managers) Customer 'User' can only see their tickets for the Customer
Update All contacts emails address - Zoho Desk
I did the steps mentioned in the below link related to the contacts. I clicked on the overwrite option, but the function created new contacts instead of overwriting the existing ones. (I did the steps many times but no luck) Please help https://help
Auto send email to ticket creator after x amount of time
I am looking for a way to send a reminder email to the ticket creator if the ticket sits in a certain status for x amount of time. The email would remind them that we are waiting a responsse and if we dont her soon that the ticket will auto close. I
Delete Customers in Zoho Desk?
So i noticed when i am in a ticket, and i go to edit/modify and for the customer field i have all the customers that have ever been added to my zoho desk are in one of my departments... it is annoying and looking to clean it up? please advise?
Zoho Desk Community Digest - September 2020
Marketplace Updates Building Extensions #3: Setting up the development environment and building extensions for Zoho Desk Other Enhancements Analytics integration now supported for call, event, and comment modules As a part of the multi-language support,
Bounce - Email Failed
Good Day, I was just received this email and I don't know what is this, can you have some explantion on this? thanks
Ticket templates are now supported in Zoho Desk Android app
Hello All, Here is an update to all agents who would like to simplify their tasks by quickly inserting ticket templates while creating a new ticket. This is now supported in latest version of Zoho Desk Android (v2.4.11.1). You can update to the latest
Edit Product Categories in Zoho Desk
Hi. I found this: https://help.zoho.com/portal/community/topic/how-to-add-and-change-product-categories It states: To add or change the existing product categories please access Setup -> Customise -> Fields -> Select the Product module -> Create or Edit fields -> Hover the mouse over the Product Category field and select the gear icon -> Edit Properties -> + Add value/Add values However, for me it works like this: Setup -> Customization -> Layouts & Fields....and at this point I cannot find the
Remove "Subject" from the Ticket Form in Customer Portal
Is there any way I can remove/hide the "subject" from the Zoho Desk New Ticket Submission form that users get? We ask them very specific questions in our ticket and we don't want them to type in a subject. A subject implies an open ended question. All of the questions that we need gathered are done so in other questions. Can you please provide an option to be able to remove/hide the "Subject" field from the ticket submission form
URGENT all email fail
Please help ! We can't send email anymore ! It's always a fail ! Before I have the question : no, we didn't change anything in our settings today.
Convert ticket to task and assign to a project
Hi, How do i move a ticket to a task and add it to a specific zoho project? Not the bug tracker feature but an actual task for a project. Please advise. Thanks, Ryan.
How to add a global report to a the global dashboard
How do I go about adding a global report to the global dashboard?
Search Accounts by SLA
Hi! Think it'd be possible to search Accounts by SLA's? It'd be great if I could pull up a list of Accounts that have SLA contracts rather than going into every account to check. If the developers could look into this, it'd be great.
Can't create a ticket via API
Hello, I am using a post service (Servistate on Chrome extensions) to quick test creating a ticket via Zoho Desk API before writing code. I am sending a POST request to https://desk.zoho.com/api/v1/tickets with correct authorization and orgID (They work because I tried other get/post requests successfully like retrieving customer ID, and search for customer via email) I also provided the three required parameters: subject, departmentId & contactId as mentioned in the documentation here https://desk.zoho.com/DeskAPIDocument#Tickets#Tickets_Createaticket
Active Directory Integration
Right now i am running the demo of Zoho Desk. I am looking for a replacement for my Kayako old ticket system. Right now i have my ticket system setup with Active Directory integration for my users i support. This is very helpful as i have about 300 users to support in our company. How can i set this up here?
Default Ticket View
I want to be able to default my agents or at least myself to the Table view for tickets. I cant seem to find a way to do this. This seems to be the most compact way to view tickets and most efficent for what we need.
Automation #8 - Auto Update Contact Fields
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips on optimizing
Prevent Auto Reply loops in ZOHO Desk
Good day, I was hoping to get some assistance with setting up a rule in ZOHO desk that would prevent auto reply loops. For example, when a customer opens a ticket, we send an auto-reply. Some customers will also send auto-replies and sometimes that will create loops. Is there a way to prevent that in ZOHO Desk? Thanks
Zoho Desk now integrates with Jira
Consider the different roles in a software company. Product managers and designers decide how the software will look and feel, while engineers build for functionality to implement the vision. Of course, customers then adopt and use the software, often providing valuable feedback. With rare exceptions like Linus Torvalds or Richard Stallman, most customers can't code, which means they can't directly modify or improve the apps they use. But, the feedback they give is incredibly valuable. On the other
Macros with fetching metadata from a ticket
Hello ! I sucessfully did a macros allowing to create a task in CRM. I'd like to add 1 information, but I don't see yet how to get them. I like to add the "current-page" fields (visitor info) from the missed chat ticket, to the CRM task I'm creating. How can I get this information ? Regards
Notification when a Customer signs up
Is there a way to configure an automatic email notifying me when a client signs up for my portal?
Wrong email suffix being created for new users using single signon
Our customers sign into Zoho Desk using Office365. (At the Zoho Desk login pick "Sign in with Google or other IDPs) Works great but as new people sign in and their contacts are created. Their email is being set to their login name. example test@wcs.com But we use google for email. So it should be test@wschools.com. Is there a way to change what email suffix or domain is? EDIT: Those are not real emails domains just examples.
Add ticket thread from my application
Hi, Currently, I have an application that is consuming Zoho Desk API, now I am trying to add threads to tickets from a FORM in my site, I dont get how can I do it using POST /api/v1/tickets/{ticket_id}/sendReply... I have the ticket id that I would like to add the thread, but I don't know which CHANNEL should I use, I tried to use WEB, but when I send like this: { "channel" : "WEB", "content" : "Test" } the return is an error 500: { "errorCode": "INTERNAL_SERVER_ERROR", "message": "An internal server
How to nest ASAP views in iOS and Android?
Is it possible to embed the ASAP views from the ASAP Mobile SDK v2 inside of a container view in our mobile apps? For example, our current app has TabBar and Navigation container views which wrap around our previous contact form and FAQ/KB sections. The current examples for using the ASAP SDK result in a full screen view that covers the entire UI.
How to delete a draft version of article without also deleting the published version
Hi, We have noticed with the changes to the knowledge base section interface that when we delete the draft version of an article it puts it in the recycle bin, but it also puts the published version of the article in the recycle bin as well, removing it from the help center. This did not happen with the old interface, you could delete a draft and it would leave the published version as it was. We have a draft version of an article that we want to get rid of and create a new draft from the published
General Slowness / Refresh Required
Hello community, myself and some others on our team are looking for some general input after these last couple of months. Have any other Zoho Desk users experienced general slowness in the agent portal, mainly revolving around slow "picking" of tickets and page/parameter updates? Couple examples: In the past, when replying to a ticket as the first agent and it gets auto-assigned, your avatar would pop up at the assigned to field immediately. When sitting at a department, team or custom view looking
Zia Bot chat not loading in Zoho ASAP Addon
Something recently got updated in the Zoho ASAP Addon We have the Chat option set to show the Ziabot But now when users try navigating to the Chat option in the ASP add-on it only shows the loading icon.. Anyone else experiencing this ? Mitul
Sending message to MS Teams from Desk function
I am trying to post a message to a MS Teams Webhook. I am getting the following error: ncompatible types for invokeUrl function at argument index Parameters <br/> Required : STRING <br/>Found : MAP. LineNumber : 48. Anyone ever have any suggestions on the issue? Thanks in advance. data=Map(); data.put({ "@type": "MessageCard", "@context": "http://schema.org/extensions", "summary": "Dwarf planet Pluto details", "sections": [{ "activityTitle": "Dwarf planet Pluto details", "facts":
Adding a custom function to a Macro
HI, I wanted totry an send a cliq mssage using a Macros from a ticket. (to notify a colleague, that is not a desk agent). Within a workflow, you can start a custom function. Macros are (from the documentation) Workflows with no trigger and conditions. But I can't find a way to start a custom function. This would be useful to I could call zoho.cliq.PostToChat() or more... Regards.
Creating a CRM task from a Desk ticket...
Hello, I'm currently creating a custom function which is triggered by the update of the Ticket Owner. The CRM tasks is created with the correct content. However for this test, I have to fix in the code the CRM task owner id (i set to mine). That way the task is attributed to me in the CRM. From Desk, it is possible to get the ticket owner, which is a string (I guess the name of the owner), and not an ID. Question : Supposing the Desk ticket owner and the CRM task owner ar the same Zoho user. How
Line and paragraph spacing formatting on Desk KB
I am currently working on implementing a product knowledge base through Zoho Desk. To ensure that articles are created with the right look and feel for our company, I am initially drafting them in Writer then importing into Desk. In a few cases I've noticed minor errors and tried to make changes directly in Desk KB's editor. I noticed that there are no options to update line and paragraph spacing. I anticipate this being a problem in the future, when sections and steps will be added/changed and Desk
In widget How to close the Model box after getting success without using close button.
Hi, I am using model box to get the details. After getting the details I need to close the model page without clicking the close button. Please help me to solve this problem.
Genesys Integration with Zoho Desk
Has anyone been able to integrate Genesys Purecloud with Zoho Desk?
ZohoDesk Ticket Creation on API not working ,
We have our website integrated with zohodesk API, this was working up until today. I have spent most of day trying to figure this out so any help will be appreciated. the service is written in c# , and just trying to create a ticket with below code : string postData1 = JsonConvert.SerializeObject(ticketSend); Uri uri1; HttpClient client1; HttpResponseMessage message; uri1 = new Uri("https://desk.zoho.com/api/v1/tickets");
Introducing an easy way to access resources defined in the resources.json file
Dear Zoho Desk extension developers, We heard you; it is next to impossible to access the Zoho Desk resources created by an extension without knowing their unique values. For example, to access the fields created by an extension, you must know the ID or apiName of the field in the Zoho Desk organization. Without knowing either, it becomes challenging to access the information required. But worry not. We have now made it easy for you to retrieve resource details. We take pleasure in introducing
DESK Webhook ist not sending any data to my URL (PHP)
Hi, I have set up a webhook that is triggered when a new ticket is created in DESK. I can see that my URL beeing called but there is no data / POST. According to the documentation https://desk.zoho.com/support/WebhookDocument.do#EventsSupported There should be 4 paramteres one of which is named "payload" containing the data in JSON format. But there isnt. I tried the ticket add process and also the "Test Run" button which should send a sample payload. I tried everything in PHP to catch the data.
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