Workflow triggered by "Missed chat" ticket
HI, for now salesIQ is forwarding mised chat to Desk, which creates a ticket. I like to trigger a workflow for when such Missed chat is created. I dont see how I can get this ? Any suggestions ? For now, we haven't enabled chat in Desk. If we do, would it be easier to trigger a workflow and how? Thanks
Desk-Projects Integration Add-On : Resource Utilization Settings
I just saw that you did introduce a new integration add-on on the marketplace for Zoho Projects. The settings which are offered on the Desk integration screen seem to be sufficient at the moment but I still have a crucial question. The setting page doesn't show anything about resource utilization restrictions. I'm aware that this is a feature on Projects available starting with the Premium subscription but yet I think that it should still be present during the setup phase for those membership levels.
Videos in Zoho Desk via Embed Links
Hello everyone, I´m looking to create for my co-workers and customers a small Wiki with videos and short docs. Is it possible to embed video links (for example vimeo or youtube)? And how could i do it? Best, Anton
Can't filter on most voted ideas
Hi there, In our Community, the filter 'Most voted' doesn't work. Can someone have a look? Thanks! Helen
Let's celebrate exceptional customer service this #CSWeek
Things have been tough this year, but we can't deny the small moments of positivity we've received, either. It may have been a front-line employee coming to your rescue, a colleague sharing your workload, a manager keeping your spirits up, or a brand coming through for you in difficult times. Every little act of kindness deserves a shout out–we have the perfect way for you to celebrate them. This #CSWeek, we're announcing an array of virtual awards for you to share with someone who lifted you up
Send Message from Desk to MS Teams Channel
I currently have various functions in Desk that I am using to send notifications to Cliq using workflows. Example below: message = {"text":"There is a new ticket waiting --- [#" + ticketNum + " SUBJECT: " + tikSubj + "](https://desk.zoho.com/support/comtrsys/ShowHomePage.do#Cases/dv/" + tikID + ")","card":{"title":"New Support Ticket ","theme":"modern-inline"},"broadcast":"true"}; resp = zoho.cliq.postToBotAsAdmin("ctssupport",message); I am wondering if there is any example code of how I can change
Sort Table View
Greetings Zoho I love the new table view, but wonder if it would be possible for you guys to make it so you could sort the columns. E.g. Due Date, Account etc. Currently you can filter them, but this only displays the selected tickets that match the chosen criteria and hides all others. It would be beneficial to be able to sort those columns and still see all tickets. Many thanks.
how to create report with PRODUCT in tickets
Hello, We use the "PRODUCT" field in ticket forms , and I would like to create a report to summarize how many ticket we had for each product. But the issue i'm facing is that i don't find "Products" in the available fields for ticket : Did i missed something ? /BR Stéphane
Zoho Desk - Custom Extension - whiteListedDomains
I am trying to use the ZOHODESK.Request function with a connection to Zoho CRM via Sigma. When I attempt the method call, I receive the message: "No entry found in plugin-manifest whiteListedDomains for requested URL" This is despite populating the plugin-manifest-json: "whiteListedDomains": [ "https://*.zohoapis.eu", "https://127.0.0.1:5000", "https://mydomain.com" ], I have added multiple domains (mydomain.com = custom Desk domain) as I have tried multiple combinations and I am unable to
Facebook Business Page Integration
Sorry if this has been covered - I have searched and cannot find information. I have connected Facebook to my Zoho Support setup. This appears to have connected to my personal Facebook page. I would like to connect to my Business Page and monitor/collect posts there. How can this be achieved?
Zoho desk is slow on Mac but not on iPhone
Hello dear Zoho team, We started using Zoho Desk in August, and it has been very slow since. For example, it can take up to several seconds for openning an email in a ticket. However, I noticed that it is very fast on the iPhone app. My IP address is 77.231.127.106 Our domain (I guess) is filoventzohosupport.com François Lillet Filovent
Smaller font issue
Hello Zoho, As I said many times, our replies to client portal from admin area are always sent (and displayed) in a smaller font. Smaller than clients messages. It looks not nice and weird. Please check it here as an example: https://support.marketmixer.net/portal/ru/community/topic/%d0%bf%d1%80%d0%b8%d0%be%d1%80%d0%b8%d1%82%d0%b5%d1%82-%d0%bf%d0%be%d1%81%d1%82%d0%b0%d0%b2%d1%89%d0%b8%d0%ba%d0%b0 I would fix it by CSS if I could, but I cannot find thу way to fix it properly. Please could you let
Zoho Desk Virtual Meetups: ANZ, October 2020
Adding to the ongoing series of Zoho Desk Virtual meetups, we are now opening the registrations for our customers in Australia and New Zealand. The meetup is planned for: Date: October 14, 2020 | Wednesday Time: 9:30 AM - 11:00 AM AEST At these meetups,
Zoho Desk app is now made even better with iOS 14 experience!
Hello All, As Apple has unveiled iOS14, we have brought in support for some notable features which will help you in providing a better customer experience. Below are the features that are covered in the latest version of the app (v2.5.1): Widgets: Widgets are customizable extensions that can be added to your home screen that keeps you updated on important activities and information. Agents can now keep an eye on the metrics they care about, without having to open the app every time. The
Exporting older date Tickets from Excel Sheet to Zoho desk
We used to track Customer related Issues in Excel/ Google Sheets before opting for Zoho desk Enterprise version, Excel Sheet has all the earlier issues & Resolution with Assignment of Tasks related to the Products. It would be helpful if the back dated tickets which are in Excel sheet format can be added as History Tickets in Zoho desk.
Setting Up: Multi-brand vs. Teams vs. Departments
In terms of configuring access to our help desk and letting people have their questions answered or submit requests, we have several different parts of our company to add to the system. These parts of the company may get questions in-house (from staff), externally (from customers/contracts), or even both. In addition, there are certain areas we would want to prevent others in the company from viewing. For example, we would only want people linked with HR to see HR, or only people linked with finances
customer portal
How we can share client portal to our customer so that they can raise a ticket.
Get ticket link from given ticket number
If I have a ticket number, let's say #8447, is there any way to create a usable link knowing only this and the URL of our Zoho Desk? Or is the only way to generate a link to the ticket by going into Zoho and searching that ticket number? This question goes for both linking to the ticket internally, as well as creating a customer portal link. Are either of these possible?
View first lines of the field "Description" in the "All tickets" Queue View
Is it possible to view the first lines of the field "Description" in the "All tickets" Queue View
Zoho Desk - E-mail Subjects / Ticket Guessing / Hijacking
We have an existing ticket system that uses numeric ticket IDs, and also in the e-mails [!50822] To avoid conflicts, our starting Ticket ID in Zoho Desk is #60000 Where can I find more information about the behaviour and controls relating to Ticket IDs and e-mail parsing: Are the Ticket IDs unique across Zoho Desk, or unique within a department? Does Zoho Desk use Regex to parse the subject? ##60000## or #60000 or !60000 - what is the standard pattern? 1) Ticket #60000 has Bob@domain.null as a Contact
new end user isnt recognized
i have an end user that has received the invitation email, as well as a direct link to the sign-up website, and has signed-up 3 times. but the system isnt recognizing him. ive checked his email address is correct, and hes verified thats the email hes using to sign up, but Zoho Desk wont take him. everyone else signs up and is recognized by the system, no problem... help!
something went wrong while opening this attachment
getting this when trying to download attachment from ticket; Oops, something went wrong while opening this attachment. Please wait a minute or two and try again. How to resolve pls?????
Desktop notification settings are not clear
Hi, How are desktop notifications - also known as browser notifications - handled by Zoho Desk? I have staff who are not agents, but high-level, and they want to receive desktop notifications only when a ticket is assigned to them. They are not interested in email notifications. There is no separate option for desktop notifications that I can see. How can we ensure that they receive such alerts? We tested and they didn't receive it, even though the option to do so is enabled in their browser (i.e.
Zoho mails not receiving
Mails not received on zoho
Update your Zoho Desk domain-mapping details (CNAME) at the earliest.
When you map your own domain to the default Zoho Desk address, you're required to point it to a given canonical name or CNAME, as provided by us. If you've been a user of Zoho Desk for some years now, the chances are that your domain's CNAME record is pointed to an outdated URL such as customer-support.zoho.com, customer1-support.zoho.com, or something similar. If you find that this is true for your portal, we encourage you to point your CNAME to desk.cs.zohohost.com at the earliest. We will be discontinuing
Total Time spend in ticket default View and as column in list View
Hello, to have a quick idea of severity of ticket or to have a easy information on how many time team spent on tickets, it would be nice to have, in the ticket view , a field with the total time spent. Same for Table view, it would be nice to have this field as a colmun ! /BR Stéphane
Encryption for data at rest: server side
Hello and happy new year! We are very keen to deploy Zoho Desk for our organisation, however we would like to ask if you have any intentions of deploying in the near future (next few months) server side encryption for data at rest. We handle some times sensitive data through tickets so server side encryption for data at rest is important for us. Thanks a lot. Paul
Can't stop feed notifications for Task Assignment
No matter what I toggle for Task Assignment notifications, I incessantly get feed notifications about them. Our workflows do not need this notification to be enabled. What's odd is that this behavior sometimes manifests itself as an agent with "Agent Name" showing up as the department. This is definitely a bug. For example, the behavior we want to avoid is receiving notifications saying "Agent Name assigned a task in Support." After I disabled the notification settings, they still come through as
forward from Office 365 to zoho
hi team. I am forwarding from support@mycompany.com (office 365) to support@mycompay.zohodesk.com but when send email to support@mycompany.com not raise ticket. please help thanks, Tam
Change help center text
Is there any way to change the texts in help center in multiple languages?
Send outbound email through Desk API
Hello guys, I would like to know if there is a way to do the same thing from this case: https://help.zoho.com/portal/en/kb/desk/for-agents/articles/sending-outbound-emails-from-zoho-desk Send outbound emails, however using the Desk API. I tried to found this in the documentation but with no success. There is a method to do this? Thanks in advance.
Zoho Desk Virtual Meetups: India, October 2020
Adding to the ongoing series of Zoho Desk Virtual meetups, we are now opening the registrations for our customers in India. The meetup is planned for: Date: October 6, 2020 | Tuesday Time: 02:30 PM - 04:00 PM IST At these meetups, we will explore the
Ticket keyword heatmap style report
Like the KB dashboard "keyword success ratio", it would be helpful for a dashboard for tickets to show tends for open or closed or both tickets showing the popular keywords in the ticket. Would be helpful to spot some trends on new tickets based on the words used in the tickets.
Importing Bulk FAQs to Knowledge Base
I have here list of FAQs for my Knowledge Base and Help Center, how can I import / upload them in one file, and create different individual articles when uploaded?
Unable to find Facebook direct messages > to convert to tickets...Isnt this feature available yet?
Unable to find Facebook direct messages > to convert to tickets...Isnt this feature available yet?
Question on Workflows and email tickets
I was trying to set a workflow for email tickets to automatically go to close status if they contain a sentence in the body of the email. I could not seem to make it work. Is this possible in Zoho Desk and how do I create that?
Global round robin for all departments
Hi Team, Currently we have several departments in Zoho Desk, and some of our staff are across multiple departments but there is a challenge with round robin, Round robin only looks at the certain department so for instance if an agent got 20 open tickets in "A" department and 2 open tickets in "B" department while the rest of team members in B department got like 10 open tickets then the department "B" round robin is going to give more tickets to the agent that only has 2 open tickets to equal it
Add file when creating ticket in desk.zoho.com/api
I am building a system to add tickets through the API. There is the option for uploads as a list in the create ticket API call; however I seem to be unable to include a file when creating a ticket. I get UNSUPPORTED MEDIA TYPE if the content-type header is application/json - and I get no response (and no ticket) if the content-type is multipart/form-data and the closest I can find to support is this 2 year old ticket using I think a different version of the API: Here Perhaps I'm doing this wrong-
Zoho Desk Community Digest - August 2020
Marketplace Updates Building Extensions #2: An introductory post on the features supported in the platform to build Extensions Other Enhancements Marketplace support now available in the Help Center. Mass actions, such as bulk assigning, updating, deleting, closing, or moving multiple tickets are now possible. You can perform these actions on up to 10 tickets at a time. This functionality is available in all paid editions. Agents can now receive desktop notifications even when they are in the idle
Not receiving notification emails
hi we have been using zoho desk for a year and no issues, however last week we stopped receiving emails to notify us of new tickets/replies etc It appears the system is still working as customers are still lodging tickets etc but not getting the notifications is becoming increasingly frustrating - any ideas where we can start looking? Our IT team is adamant nothing has changed or is blocked on Office365 in this regard.
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