Contact Reasons - Tickets
Hi, what is the best way to mange 'contact reasons' for tickets? So at the end of the month i can report on how many: Billing enquires Sales enquires Question about deliveries etc Should i use tags? or something else? thanks
ZOHO DESK - do not check email
I can't check my sender email, always with an error. * Everything is fine with the email provider
Zoho Desk
Dear, Is there a know implementation where Zoho Desk users are authenticated by SSO by KeyCloak IDP ? I'm wondering if this work. Thanks in advance
Removing or Hiding Already Opened/Viewed Notifications?
Is there a way to remove or hide items from the Notifications menu that have already been viewed? I would like to see only the notifications that I have not already looked at/acknowledged since the last time I opened the menu.
¿Como enviar la satisfacción al cliente a mis usuarios finales?
Como habilitar la opción de enviar la encuesta de satisfacción al cliente a mis usuarios finales'
Critical Change: Deprecating Support for Authtokens
Dear Zoho Desk extension developers, We would like to inform you about a critical change related to how you use Zoho Desk's REST APIs in your extensions. We are deprecating support for authtoken-based authentication and switching completely to OAuth tokens. (For more details on why we are making this switch, please refer to this announcement.) Who all must take action immediately You need to implement this change as soon as possible, if: Your Zoho Marketplace extensions use Authtoken-based authentication
Adding Lookup Fields to Associate Deals and Projects
We need to be able to associate Tickets that come through Desk with a Deal or Project. While a Ticket for a Deal can be created through a tab in the CRM we need to be able to associate/track user generated tickets. This seems like a basic requirement and easy fix by adding Lookup fields as an option to the Ticket template.
Place feedback widget in help center
Does anybody know how to put a feedback widget in my helpcenter? I red the article about this, but get stuck on copying the source code to the help center. When I press save, the script doesn't seem to be saved. Any tricks on this?
Turn off ticket creation notifications for all
Hi All, Strange request I know but for the moment we would like to stop the new ticket notifications being sent to end users while we transition systems (and possibly support contracts) I cant find where this is implemented.
Hot to set agent landing page other than Tickets module
Hello, Each agent can set it's own landing page other than tckets. I'm wondering as an admosni, how I can set or update landing pages to another module than tickets ?
ZOHO Chat / ASAP - Opening Times & Widget
Hi, We now have the ZOHO chat function up and running on the website. Thanks for fixing it! I have two questions: I am unable to add the opening times to activate the chat widget. How do I do that? I have seen the manual but the opening times / chat menu is not visible for me in SalesIQ. I am marked as the company owner. It appears the menu is missing. Can you help? Secondly: The chat widget shows 'we're online, how may I help you today?' The ASAP widget does not. In our software we use the ASAP
Custom fonts are now supported in Zoho Desk iOS mobile app!
Hello All, Here is an update to the users who would like to personalize the Zoho Desk app with some custom fonts. In the latest version of the Zoho Desk iOS app (v2.4.14), we have brought in support for Custom fonts of your choice for the users who are running the app on iOS 13 and above. You can customize the font in the app by following the steps mentioned below: Go to the Zoho Desk app. Settings. Select 'Fonts'. Select the desired font from the default font list or Custom font list.
Building Extensions #2: Features supported in the platform to build Extensions for Zoho Desk
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. Hello Developers! Our previous post on Zoho Marketplace and Extensions gave a solid introduction for developers.
Preview message on hover
On Zendesk we used to be able to hover over the ticket and see what the message was before we clicked on it. With zoho desk it includes the title but not the actual message. Is there a way to change this so we can hover over and see the messaage. I know theres a way to have ticket peek but that involves clicking and loading up the screen which is how we are doing it now but hoiping theres a way to do it whilst just hovering over the ticket.
Zoho Desk Very Slow - Mac / Safari
Hello everyone, For some reason in recent weeks, running Desk on our Mac in Safari has been very slow. it's a high spec machine so should not be an issue. We also don't have the issue on a Windows PC in the same office. Any ideas on how I can check / improve the speed? Kind regards James
Ticket field to inform users
Hi, I would like to add an informational note to a ticket, to inform users how to fill the ticket (or when not to add a request). This is the case when users are adding requests via the portal. How can we best handle this? Should we add a prefilled text field (is that possible)? Thanks for helping me!
Advanced Desk Integration
I really have two questions about how to meet a large customer's request. They are a retail customer with thousands of stores. They would like to be able to enter a ticket using a store number, and we would then be able to auto-populate other fields related to a database of those stores - address, hours, etc. There is no database integration built-in with Desk, but one idea I had was to create a database using Zoho Creater (or some other app) and then do a trigger with Zapier to update address fields
Random Customers in my Customer data
I am still seeing random customer data in my customer list. I continue to delete them but they are slowly creeping back in. We are getting ready to open thiis up to our user base and we do not want random people in our customer list. Especially, people who are not customers of ours. Thanks Buddy
EU Data Centre planned maintenance 27 September
I have seen a message when logging in today that there is planned EU data centre maintenance on 27 September. Will the system be unavailable during this time? If it is unavailable, what will be the customer experience? The message doesn't say or have a link to click for more information. Thanks for your advice.
Authorized Client Users
We have a lot of users in our CRM per client, but not all are permitted to contact the support team via Desk. What is the best way of lableling or identifying who does and does not have permission to contact us (via email)? I know via the help centre we can set it up so they must be invited.
How to Customize the "Invite Email" Template?
We need to update the invite email that gets sent to customers when they are invited to become end users. I can't find this email in the list of editable templates. Does anyone know where we would go to edit it? Thanks!:)
Community forum API
Hello, Another question about the community functionality in Zoho Desk. I am looking for all the ways to promote the usage of community for our clients. Onу of the measures is to display 5 latest topics from Community forums on our website. How can I do it? I did not find any API methods for this. Do you have REST API methods for this or anything like a prebuilt widget? What would you recommend to display topics from the community on our website? Regards, Andrey
Zoho desk emails always gets market as spam by users in Office 365
Hi there, I'm trying to find out why emails from Zoho Desk always get classified as spam with customers using Office 365. Every new customer I put on board when receiving notifications by email, they get flagged as spam. Is there anything that can be done about it? the emails come from @eumails.mailer-zp.com
Rules of supervision
Dear,
I have a problem with the rules of supervision:
I have a rule that says "Hours since the status update" is 63 hours. But he is not respecting me since I have a ticket that changed to a state and after 63 hh I do not change to the state that I asked for.
Please your help in configuring or what? NOTE: I have rules that if I work with the "is"
What is user_token in context of ASAP Widget for Zoho Desk?
userInfo :{ token : "tokenValue" } Assume this part of the asap widget JS object part. What do I need to place instead of "tokenValue". If I need to generate it with JWT secret, what should I use for a token before encryption? I read the documentation but didn't get what is exactly this token is? Is it unique for each user? If yes, then how to generate it. I can encrypt anything with JWT, but what data do I need to encrypt with it? Can you show me an example?
Reply to ticket from an external email application
We use quickbooks to send an email with invoice and a link. The only way we know how to get into the ticketing system is through by bcc our ticketing email and then merge the ticket. The emails to our ticketing system is also being collected in Outlook, I found out that if I reply to the ticket directly via outlook and bcc our ticketing email it will correctly attach the reply to the ticket. The question is how do we get an email sent via QB email to automatically attach to the ticket. We tried
View specific departments
Hello there ! Sorry if this topic already existed, I couldn't find it. I would like to know if it's possible to see several departments simultaneously but not all ! To be a bit more specific, here is an example of my need - I have 3 departements A B & C - I work on departments A & B ( I need to constantly see both departments and ansewr really quickly to those tickets) - However, I also need to have access when I want to department C (for monitoring & consultation purpose) Is there a way to filter
Search Function Isn't Working
My search function isn't working today. I'll search a number that I know there are multiple tickets of (on order to merge them into one) and nothing is getting searched correctly. HELP!
Help Center - Multilanguage
We have international customers and need to support several languages in our system. Therefore we also want to support several languages in the Help Center - Knwoledgebase. I cant find any possibility to save articles with several translations. PLEASE dont tell me, that the whole Knwoledgebase Setup only supports one language at one time.... That would be absolutely disappointing. Multilanguage for Knwoledgebase articles seems like an absoult basic requirement for a help desk software, am i right
Zoho Desk - Sub-customers/Sub-sites
Hi all, I need some help with configuring our Ticket Information. We have a customer in the hospitality sector with many different locations. I'd like to add a field for the Account Name & a field for the Site Name or something similar. I can see I can add a Single Line, but would this allow us to search like we do for the Account Name? Ideally I would like to search for either: MyCompany or MyCompanySubSite and find the appropriate tickets. Hopefully this makes sense! Thanks Mike
My permissions are not working quite right
This shows that I have access to Knowledge articles: https://www.screencast.com/t/x1HfojPG6 When I try to edit an article I get this error message: https://www.screencast.com/t/wRxii5Y9d As you can see in the image, I am the one who created the articles so I'm confused as to why i cannot modify them. The two Admins above cannot access them either. So who can? Can it be fixed? Thanks Buddy
Zoho Español - ¿Hay alguna posibilidad de solicitar una instrucción completa al soporte?
Buenos días, Actualmente soy el manager de atención al cliente de una gran empresa de ecommerce. Recientemente hemos activado la versión de prueba de Zoho Desk porque nos gustaría comprobar que tan factible seria para nosotros el manejar toda la atención al cliente desde esta plataforma. La verdad es que nos ha encantado la plataforma y el manejo de tickets que podemos llevar, principalmente nos ha gustado por la posibilidad de automatizar la mayoría de procesos de atención al cliente y llevar
Help Centre Permission
Hello, What permission do I need to add to enable a user to be able to create/delete sections within the help centre? TIA Stuart
Ticket Customizing issue
I have made some layout changes to what we want to see in our tickets. But when I open a new ticket as a new user I see basic type information and not what we want. When I go to re-edit the information it does appear. So how can our changes be applied to the ticket. We do not want the customer to select a template. Thanks
Update ticket with values coming from the Account
When a ticket is created I'd like to update a Ticket's custom field with a valu coming from an Account custom field. Something like that: When I a Ticket is created Look for Account_Type value (in Account) associated with the Ticket_Account (in ticket) Update Ticket_Account_Type (in ticket) with Account_Type value (in Account) I was thinking about using a workflow rule, but I can only assign static value, not dynamic values... I also looked at the custom functions but I'd a beginner and can't
Deactivate Zoho Desk Account
Hello Team, I have created a test account under https://desk.zoho.com/support/qupme but I want to deactivate my account from it so I can setup a new one with my original business name (LOOPTREND) Thank you
Hide agent's signature on tickets threads
It would be great if we could have the option to hide the agent's signature when viewing the tickets threads. Having the signature showing on every reply we do with a customer gets all messy, and difficult to read long threads. Note: it's not removing the signature, it's just hiding it from the tickets threads for a better and cleaner read.
Portal Error
I am trying to connect Zoho Bigin with Zoho Desk but I keep on getting the same error message: Sorry, this portal has already been integrated with another account I cant fix it as I dont know how to create a different portal or disconnect the existing one from where ever it is connected to.
Zoho Desk Community Digest - July 2020
Marketplace Updates Introducing Toggl, Alegra and 3 more Zoho Desk extensions Introduction to Developer Series on Extension development for Zoho Desk Other Enhancements Refer your friends to use Zoho Desk and earn wallet credits Now when a ticket status gets associated with Blueprint, you can change the type of the associated status with some restrictions. New Catala language support for Help center Calendar events will now also be added to the ticket threads and can be viewed in the ticket details
Is it possible to retrieve a deleted Custom Function?
When removing tickets, contact, etc, these can afterwards still be retrieved from the Recycle Bin for 60 days. Is there a similar function for items created and (accidentally) removed in the Setup such as a Custom Function or Rule?
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