WHMCS Supporting Ticketing System connecting Zoho desk
Currently we are using WHMCS Supporting ticketing system. but now i need connect with ticketing system with zoho desk. how do i connect with this.,
Domain Mapping Zoho Desk
Hi, I'm trying to follow this article: https://help.zoho.com/portal/en/kb/desk/organization-settings/articles/support-domain-mapping I created a subdomain on cPanel: customerservice.mydomain.com What DNS registration do I need to do exactly? The type
Moving a Support address to a different Department
Hi, I have the following challenge. We are moving our technical support to its own department. That means that one of our teams, currently part of a service department, shall be moved to the Technical Support department. How can we move the team/support
Product Management per Customer
Zoho Desk has the ability to register products, and customer can associate the Product with a ticket. What would be very very helpful for our type of operation, and I assume many others, is to be able to associate specific products with specific customers
Zoho Desk API - Rate Limits?
A number of posts on this forum state that the Desk API has no rate limits. For example - https://help.zoho.com/portal/en/community/topic/what-are-the-rate-limits-for-the-new-desk-apis-and-is-there-a-way-to-get-tickets-by-ticketnumber. However, I am getting HTTP 429 ("The maximum number of API calls that can be made per minute has been exceeded") error every now and then while running a bulk sync job. What is the rate limit for Desk API, if it has been formalized now?
Autorefresh or on-page update notification
Is there a way to have a ticket autorefresh when there is an update? Or pop up a notification on the ticket that it needs to be refreshed? Often we will have a ticket open while it's waiting people/things to come together, and this would be a helpful
How to Copy Email Template Styling/Border Format Between Templates in Zoho
I have existing email templates with a specific style - they have a grey border/container around the email content that provides consistent spacing and formatting. However, when creating new templates, I can't replicate this styling. My current Situation
How to Disable Notifications for Automation Runs in Zoho Desk
I've set up an automation in Zoho Desk that appends a customer's email to a URL and updates a custom field every time a new ticket is created. The function works well, but it triggers a notification every time it runs, which is creating too many notifications
Cannot access Zoho Desk (Support)
Hello, I have an issue similar to this thread. A Zoho Desk user in our account is able to verify access to their profile. However when they choose "Access Zoho Support" they are redirected to a page with title "Sign Up for Enterprise Plan". Screenshot is attached. This user should be an administer on our Zoho Desk. The user email is keewah.chung@exprealty.com Our portal ID is: exprealty Any help with this login issue would be much appreciated. Thanks!
How to remove the "disable ticket closure notification" from agents profile?
Hi May I know how to remove the "Disable Ticket closure notification" function for support agents while closing the tickets? Actually, support agents are disabling the closure notification before closing any tickets. I want to remove the disable function
Restrict end users to only one help center
We have multiple help centers, but want to define which end users can access which portal. I can't figure out how to do that. It seems that they have access to all portals, even when inviting them just from one.
Featurecast Story 12 - Auto response
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 12 - Auto response Provide prompt, clear communication Auto response ensures that users receive an immediate confirmation of their message, setting a positive tone for their interactions
Automatic replies clogging up our Ticketing System
Hi All, I was hoping someone might have some ideas or solutions about how to manage email autoreplies. When our marketing team send out mass emails through campaigns this can sometimes send a wave of auto replies into desk even when they use a donotreply
Anyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!
How does one correct sentiment analysis on a individual support request?
Scenario: I took a phone call from a customer and created the support ticket while on the call. The customer was quite happy and pleased with our software and our support. When I saved the ticket, Zia reported that the ticket was negative. I know this to be incorrect. How do I fix it?
[Security] Sender can reveal Agents IP without user interaction
Hi, I'm a little bit frustrated here. I reported a security issue (in my eyes) to the bug-bounty program of Zoho. But it's being refused and the judgement is: "No security issue" . So that's why i'm publicing it here, curious what other people think about
Order of Departments in Help Desk
In the end user portal, , the departments are sorted by the date of creation of the department (or perhaps their id). Is there a way to choose the display order of the departments or at least to be able to sort them alphabetically?
Automation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved between
How to allow multiple agent to edit Knowledge Base articles in Zoho Desk?
Hi everyone, I’m currently setting up our Knowledge Base in Zoho Desk, and I’d like all members of my team to have the ability to edit articles created by me, as well as other articles within the Knowledge Base. I've tried adjusting roles and permissions
Getting Organisation ID in Zoho Desk
Namaskaram, Check this link to know about Getting Organization ID (Org ID) in Zoho Desk. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers
Create comment with custom zoho id
Hello, It's possible to create a comment with a custom zoho id with this endpoint : api/v1/tickets/{tickets_id}/comments ? At this time when I create a new comment by default the commenterId use the authtoken informations. It's not possible to post a body like this : { 'content' => $this->content, 'commenterId' => '142550000000184001' } Thanks
Knowledge Base - Primary Departments to Control Article Reviews and Feedback to Ticket Conversion
Hello everyone, We have an important inclusion in the Knowledge Base module: Associating a category to one or Primary Department. Up until now, a category could be associated with more than one department. This allowed the agents who were part of multiple
Default Support Email
I have successfully added a POP email account to my Zoho Support. How can I make it the default account for replying instead of making me select the From each time or instead of the xx@zohosupport.com email?
No Slack integration
Hi, Our company recently subscribed to the Standard version of Zoho Desk, and during our demos and trial, Zoho was available in our setup. However, we’ve since learned that Zoho Desk is not supported in Canadian data centers. To work around this, we considered
Adding dependent field values
Hi, I'm at the very early stages of setting up Zoho Desk but can't find how to enter ticket category values such that sub-categories displayed are dependent upon the selected category. I have both category and sub-category fields on my ticket layout and
Ticket for a lead
Is there a way to create a ticket for a Lead vs a Contact? We have prospects that need assistance while using a demo of our product. It only seems to let you choose from Contacts and if you put in the name/email of a lead it will create a Contact.
Metrics
Hi All, Need your expertise to guide me how to create new metrics (Creating Formula) in the report (analytic)?
Auto Assign based on first reply
Is there a way to automatically assign a ticket based on the first agent to reply via email? Example: Client sends an email to help@mycompany.com All agents receive notification email First agent to reply to that email will be assigned task Also, why
Zia now integrated with Open AI in Zoho Desk
The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.
Twilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving calls
Names displayed in lowercase
When a ticket is submitted via email, Zoho Desk picks up sender's name, but displays it in lowercase on the ticket. Is there a way to prevent it and displayed it properly? Example: Email is sent to our support email address with: From: John Smith < johnsmith@example.com>
ZylkerShop: Building a Thriving Community
Hello, everyone! This week, let's discover how Zoho Desk's Community module empowered ZylkerShop to get their customers talking. We’ll dive into the tools and insights that helped them connect with their audience on a whole new level! ZylkerShop set up
Stay informed with API Usage Alerts
Hello everyone, We have introduced API Usage Alerts, a new feature designed to manage API usage more effectively. This feature ensures users receive notifications when their API usage reaches a set threshold. This enables admins to promptly address the
Overview of all activity in tickets / threads
Hi, I'm wondering if there is a possibility to create an overview of alle activity in DESK? By all activity I mean, all comments, posts, replies, new tickets, etc...? With the purpose for a manager to have an overview of what is happening in DESK, without
In focus: New privacy and security settings in Radar
Hello everyone, Welcome to the third edition of Radar In focus series. In this instalment, we're discussing Radar's new privacy and security settings. The advent of mobile help desk apps has changed customer support in numerous ways. Along with providing
Scan and upload documents to tickets, comments, and activities
Hello Everyone! To give effective support to the end-users, agents often have to attach information or documents such as an invoice or purchase order. The Zoho Desk app allows the users to include such important details in the form of photos, files, voice
How can I create a view on tickets followed?
In Desk, there does not seem to be an option to create a view to filter out tickets which the agent is a follower on. Can this be achieved?
API for drafting an email for zoho support tickets
Hi, Is there any ZOHO API available for drafting an email for zoho support ticket.? Please let me know if there is such API. Thanks Shams
Merge Fewer Work Tickets
Every time someone emails our support email it automatically opens a new ticket. However this email is getting used a lot and multiple tickets are being opened for the same issue. Is there a better way to streamline this so we aren’t having to spend as
Parentwindow reference error
Hi, I have a use case where I would like to embed an iframe in the Zohodesk layout and open our application from inside the iframe. Using this iframe I can do various operations using Zoho Desk API.So, I created the extension using Zoho Desk Extension
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