Zoho Desk Virtual Meetups: United Kingdom, September 2020
We hope that you and your family are safe and healthy. Adding to the ongoing series of Zoho Desk Virtual meetups, we are now opening the registrations for our customers in United Kingdom. The meetup is planned for: Date: September 8, 2020 Time: 9:30 -
Deleted Tickets in Zoho desk
Dear Zoho, Can an agent be disabled from deleting a ticket? As of now the agent is assigned with a role of "Tickets allotted to him and unassigned tickets". Now the agent can detete the tickets, but how can we know if a ticket is deleted and even cleared from recycle bin. What should be the control Check for this issue?
Export/Import Workflow rules, alerts & templates
Hello, We have several workflow rules for Tickets with their alerts and templates that we want to move from one department (where they were created) to a different one. Is there any way to export and import such configurations? Thanks in advance
I cannot delete tickets
When I was deleting tickets, a popup screen came up every time. I probably didn't read the popup well, and I ticked the box, supposing this popup box wouldn't appear anymore. Unfortunately, now I cannot delete my tickets anymore. I already removed the cookies for the zoho site, but this didn't solve the problem. Are there other options to solve this problem? Thanks, Martine
Round Robin Rule is not working
I am stuck and dont know whats wrong... I have 2 Round Robin rules but only one is working.... The first Rule should assign Tickets to the "Pre Sales" Team, if "Account Number" (custom field) is empty. I "thought" that if i would make the Account Number field mandatory in the portal Ticket submit form, that all tickets which are created via portal will have the Account number. Therefore i can easily assign them to the Account-Team via round robin. Other tickets which are automatically created via
Customize the "Support Ticket" Form
Hi there, we are using ZOHO One and i would like to know, how I can customize the fields of the "Support Ticket" Form in the Helpcenter? (https://desk.zoho.eu/portal/xxxxxxxx/en/newticket) I want to add some custom fields to the form which are mandatory. I found a way to create different ticket templates, but i didnt found a way to customize the fields of these templates.... Can anyone help?
Help Center - Subsection Links redirecting to "content doest exist" page
Part of my help Center is private, the other part is public. thanks to the custom I created sidebar menu to subsections from the site and also have in content subsection links. But if a non logged in person tries to navigate to some of those subsections they get a "content does not exsits" page. Is it possible to redirect them to the sign in page the same way it works for articles? like this one : https://support.adomik.com/portal/en/kb/adomik/user-guides/data-engine
the ability to insert icons into the letter
In zoho, there is no possibility of inserting icons into the subject line like in Google (icons were taken from this site https://mainsms.zendesk.com/hc/ru/articles/115004539063-%D0%98%D0%BA%D0%BE%D0 % BD% D0% BA% D0% B8-% D0% B4% D0% BB% D1% 8F-% D0% B2% D1% 81% D1% 82% D0% B0% D0% B2% D0% BA% D0 % B8-% D0% B2-% D1% 82% D0% B5% D0% BC% D1% 83-% D0% BF% D0% B8% D1% 81% D1% 8C% D0% BC% D0% B0) During testing, it was revealed that they simply do not appear in the theme. Thanks.
Helpdesk: automatically assign a ticket to the agent who opened it first
Since Zoho CRM does not offer the possibility of a shared e-mail inbox (i absolutely couldn't believe that, but a shared IMAP is simply not supported.... PLEASE change that!), we have to use the helpdesk as a detour. Our company has a simple info@.... address for customer contact. Since it is not possible to make this info@...accessible via IMAP for all of our ZOHO users, we now have to forward all emails from info@... to the helpdesk support email address, so that we have a "shared mailbox" there...
Edit standard modules widget text in help center
Hi, I'm trying to edit the standard module text widget in help center, but I can't see html/css sections like for header and footer. How can I edit it? I need to edit "Browse through our collection of articles, user guides and FAQs." and "View your previous tickets; know their statuses and solutions." I have to edit the bottom section with the question: "Still can’t find an answer? Send us a ticket and we will get back to you." Thanks
Jira integration - How is the reporter chosen when set to 'Automatic'?
When I add a new Jira issue and leave the Reporter on automatic, a Jira user is chosen as the reporter. What decides which Jira user is selected? Additionally, when the status of the issue is changed in Jira, a comment is added in Zoho. This comment is said to come from a particular user. Is that also determined by the 'Reporter'?
Cannont create time entries in ZOHO
My team cannot enter a time entry. Each time we click the "plus" on a time entry the screen turns white and stays white. we have tried several different browsers (Firefox, IE & Chrome) with the same issue. We have a select few whose time entries work, but most does not.
Re-Opened Tickets Notification
Hello, Can I create a rule to auto-assign a ticket reopened by a customer to a specific agent, as well as notification to that agent? THANKS, Brandon
Signature for community members
Community members don't have the ability to define the signature which will be used in their posts. To use my own example, I'd like to be able to add the same signature to every post that I make. At the moment I'm copy pasting the custom HTML code I've created every time I post. This is time consuming and having the ability to define a signature in my profile would be helpful. Best regards, Mladen Svraka Zoho Certified Consultant and Authorized Partner Email | Web | LinkedIn
Building Extensions #1 - Introduction to Developer Series on Extension development 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. Hey Developers! Welcome to our Developer Community series for Zoho Desk. This series from Zoho Marketplace is
the Spam flag for Desk tickets are not accurate
Hi, When I used the /api/v1/tickets api, the spam flag always appears as false. The data does not appear accurate. I want to be able to separate the tickets my staff is marking as spam. How can I accomplish this? Thanks
Zoho Desk problem: Unable to create portal with zoho SaleIQ
Hello Zoho, We are using your Zoho Desk feature, however, there is a problem: The integration with Zoho SaleIQ (LiveChat) is not working. In Zoho SaleIQ, It displays that we are already integrated with Zoho Desk, however in the Zoho Desk, it keeps display "Sorry! Unable to create Live Chat portal"with Zoho SaleIQ. And we are missing our customer message from our website. Please help us solve this issue as soon as possible, thank you so much. Best Regard,
Show private comments while composing a reply during blueprint transititon
Hello! Our team frequently uses comments for internal discussion about open tickets -- how to solve the issue, how to respond to the customer, asking for input from other departments, etc. We also use blueprints exclusively. When composing a reply during a blueprint transition, oftentimes we need to reference what was said in a private comment. But the only way to view comments while drafting a reply is to close the blueprint, which destroys the drafted reply. This means our agents are implementing
Is there a way to remove widgets in help desk?
Hello, I'm trying to remove the widgets "Departments" in the Ticket list and "Popular Articles" in the Ticket Add form area. I'm not sure why it doesn't seem to be working. I was also hoping to remove the search bar but I'm not sure if that's a widget as well. Thank you.
Ticket EM #1
Cliente solicita que se quite el IVR configurado el día feriado a la operadora. Pregunta si es posible enviar notificación al correo de cuando hay una llamada entrante. Actualmente le notifica las desviadas o perdidas.
Desk Digest
We would like to encourage user engagement with a Digest of the activity happening in Desk Community. I think a weekly option would be more than efficient. Right now we are having to do it manually if we want to do it. All we are looking for is a simple email featuring the top posts for the week and perhaps the new articles published in the Knowledge Base. Would anyone else find this useful? Thoughts?
Integrate Office365 with creating helpdesk users?
Ive just added the office365 extension which allows for contacts to be added and agents to be added directly from office 365. Could this be implemented with Knowledgebase Users allowing the admins control over who gets access and being able to add users in bulk? Use case would be admin adding all office 365 users (everyone in company) to the knowledge base and allowing them to login with 365 credentials. This means the admin can do this in bulk rather than waiting for a user to signup etc
Ability to automatically send user account creations to admins and manage KB/Department access
Ive seen you can moderate account creations however it seems when a user submits a ticket and gets an invite you cant moderate their signup. Is there a way to enable moderation of account creation this way? Is it also possible to set something up whereby when a new user account is created the admins have to option of assigning them to groups right there and then without having to go into the helpcenter user database and remembering the new users names etc?
Replying to a long threaded ticket crashes my browser
We have been facing slowness in Zoho Desk for the last few weeks in our company. Whenever we reply to a ticket, it takes a very long time to open. Depending on the ticket thread size, sometimes it would become unresponsive and crash the browser. We are running Firefox, Chrome and Edge. We tested this on different networks with different Internet speed. All of our networks experience the same issue. So this is not an Internet speed issue. Is Zoho Desk doing maintenance to their servers? When should
How to check which agent is in charge in the help center
When a customer checks the status of a ticket in the Help Center, can I see the name of the agent responsible for that ticket? I remember having such a function in the past, but I have not found it.
TLS v1.2 Upgrade for Zoho Desk
Keeping your data safe is our top priority. With that goal in mind, Zoho Desk will be discontinuing support for browsers, APIs, and Plugins with old protocols including TLS v1.0 and v1.1. Going forward, we will only support TLS version 1.2. Here's why this is happening. Older versions of TLS don't meet security standards anymore. They have certain vulnerabilities without any viable solutions and are being replaced with a set of more secure protocols. According to PCI standards, TLS 1.2 is the most
Order(s) view on Zoho Desk
Hello, I want to see the customer's order information within Zoho Desk. We have 2 online stores-- Amazon and Shopify. I see the Shopify orders on Zoho CRM because I integrated it to Shopify but I was hoping that it would send and sync the data too to Zoho Desk since I integrated Zoho CRM to Zoho Desk. How do I configure it? If I need to use Zoho Flow, can you help me with the correct way to map it out? When I choose Fetch Contact, it does not include the Order Number nor the Sales Order field. Please
Can't find to remove NoIndex for my knowledgebase articles
For every article, in the SEO section I couldn't find NoIndex option. I wanted to index that on google but in search console it says, content has been restricted for search engine with NoIndex tag. But as per your article https://help.zoho.com/portal/kb/articles/search-engine-optimization-for-help-center I couldn't find NoIndex option in the article editor.
Can I auto assign ticket follower with a workflow rule?
In my Account section I have a Custom field called CSM with the name of a CSM, and all my CSM have Light Agent profiles. I'd like to auto assign this light agent as a follower of the ticket. Something along the line of "if 'Account CSM field' = 'Light agent name' then assign 'light agent' as a follower of the ticket" Is that a custom function you can help me with?
Introduce the ability to create multilingual announcements
With the introduction of multi lingual support within the Knowledge Base, could this mechanic be extended to other parts of the community portal like announcements?
Integration with Zoho Subscriptions
Does Zoho Desk integrated with Zoho Subscriptions? I wanted to see my customer subscriptions details in desk, when i receive tickets from them.
Due date rule should be more flexible
The only thing I can do with rules is put it X hours into the future. What I would like to do is to set the due date on a fixed time tomorrow. So every ticket that comes in today has due date tomorrow 10am for example.
Upgrade plan and use credit
Hi I would like to upgrade my plan to next level on an annual basis, and use the $162 credit that i have. How can i do that ? As i tried changing the plan, and it only allows the monthly option.
Getting 500 code when trying to update account
Hello, I am having trouble to udpate any parameter using the API. I am pretty sure that I am sending a correct Token and that it has the needed scope (Desk.contacts.UPDATE). First I tried sending the whole information, but got the error, and I ma still getting the same error by just sending just one parameter: async function updateCompany(accountId, params){ let headers = httpCalls.buildHeaders(); let url = `https://desk.zoho.com/api/v1/accounts/${accountId}`; let payload = JSON.stringify(params);
How to paste an alert email to comments when triggered by a macro
I have a Macro that sends an email to the customer using an alert and then closes the ticket. I'd like a copy of that email pasted into the comments of the ticket before it gets closed. Is this possible?
Cannot login to Zoho Desk
Hi there, I'm having issues logging into Zoho Desk. I go to my custom domain https://support.mydomain.com.au/support/xxxxx and enter my email address and password. I then get redirected to https://support.mydomain.manageengine.com/oauthorize which fails with "page not found" error. I mainly use the mobile app and haven't logged into Zoho Desk by desktop for a week. Has something changed? Thanks in advance, James
Added search and add ticket to software using ASAP - Is there a way to filter categories?
Hi, We have implemented the ZOHO Desk Knowledge base search bar and add ticket option through ASAP in our software application. This shows our full knowledge base including multiple categories. Only 50% of these categories (see attachment) are relevant to our software. Is there a way to filter out some categories in the ASAP option?
Ticket Acknowledgement Reply to Customers
Hello We have enabled Notification for contact when Receiving a new ticket, however, we are a Shopify App and receive lots of support request which is sent to our support email from noreply@Shopify.com, replyto headers in the incoming email is set to customer's email address and not to noreply@shopify.com but It looks like Zoho desk sends the notification to noreply@Shopify.com and not to the replyto email address, Is there any way we can change the Zoho desk to send acknowledgment emails to replyto
Permission for certain groups of users - Help Center
Is it possible to create groups/roles for customers? I see that you can create groups/role for internal agents but I do not see where or if it is possible to set groups for customers using the help center. Some background. Our product users are grouped by role (Administrators and General Users). and we would like to give only Admin users access to the entire Help Center (Community, Tickets, and KnowledgeBase) and give General Users access to only the KB. The reason for this is that we ask General
Can no longer log negative time
Hi, We've been using Zoho Support (now Desk) for a while. We have customers who purchase a number of support hours from us. Previously, we have tracked this by adding a positive Time Entry for the purchased hours, then logging a negative Time Entry each time they use some, allowing us to track the total remaining. With recent updates, it's no longer possible to add a Time Entry with negative hours, which stops us from being able to do this. Is there a better way to get the same functionality we've
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