How to prevent Automation Replies to be send to customer when tickets are created on our end?
Hi there! We are trying to set up an automated reply when a customer writes in. The automation reply should only be triggered when the customers send an email to us. However, it seems that when we "Add Ticket" and "Submit and Send as an email" the automation
Questions regarding community users
Can we limit users from creating new tickets but allow them to create/read the forum?
Current Date to Date field in workflow?
Hello, I created a date (not date-time) field for our tickets. I wanted to create a workflow which updates this date field to the current date whenever the workflow is triggered. Is it possible to do this? Something like date = now()? Thank you,
Cannot Update Custom Field Using Custom Function
Hi Team, I am testing a simple custom function in Customer Payments module. I created a custom field in customer with API name cf_avg_days_to_pay. However, this simple custom function won't update that custom field. Can you point out what am I missing?
Zoho Finance - Desk Integration - RMAs?
It's currently not possible to initiate the Inventory sales return process through the extension on Desk. As one might imagine, most return requests are handled by customer service agents who live in Desk. This seems like it would be a good addition to
How to avoid reopening ticket only from a sender.
Two support services, both using Zoho Desk, both configured to automatically send email on closing ticket . These two services collaborate each other and each ticket closing corresponds to an opening ticket (or reopening closed ticket) on the other. How
Prevent duplicates in single-line custom fields in tickets
Right now it is possible to add duplicate entries in custom fields in tickets. My specific requirement is related to the single-line field. A few of my clients are using Desk to manage communications regarding incoming bills from their vendors. One client
WhatsApp template creation failed
Hi, I haven't been able to create WhatsApp templates for a few days now, they always appear as "failed". However, by entering the meta business account the templates are approved. What could it depend on?
SMTP Authentication Failed
Could not send email to requester, error message is "Mail sending failed, Authentication failed" All outgoing configuration parameters are accurate. Regards
HIPAA Encrypt Outgoing emails or require all users to sign in
Hello, TLS security is no longer considered strong enough for HIPAA compliance. This means Zoho Desk isn't compliant enough under the laws which we're needing to use. I wanted to use a new department, to be able to set up potentially another 40 users
Change font and font size in article
Hello, Why is the possibility to change font and font size in an article and in an e-mail so different? We use articles as standard answers, but the format is all different because of this. Could it be made possible to change the font in an article? (our standard font is 'calibri'). Also could it be made possible for the font size to be changed to 11? It is now only possible to select font size 10 or 12, but our standard font size is 11. Thanks in advance, Yorick
Custom View - Sort by Custom Field
I created a custom field for our Engineering team to know which tickets to work first by numbering them. I created a custom view to general data which includes the Engineering Priority. However, I cannot sort the Engineering Priority column ascending
Zoho Desk Twilio Caller ID
Hi Zoho Support, When using Twilio, I would like to setup all of my phone numbers to use one verified caller ID phone number when making outbound phone calls, so as not to confuse my customers (receiving phone calls from multiple phone numbers). This should be possible by setting the called ID attribute on the outbound call to reflect the caller ID phone number of my business. For example: My desired primary contact number is 1-888-xxx-xxxx My Twilio numbers are: 1-902-1xx-xxxx 1-902-2xx-xxxx When
Featurecast Story 5 - Chat transfer
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 5 - Chat transfer Chat transfers made simple The IM module in Zoho Desk provides agents with tools to help one another when chatting with customers. If an agent needs help from a more experienced
An internal server error occurred while performing this operation
Hello, I created this function as automation when a ticket is created. queryValue = {"":""}; getaticket = zoho.desk.getRelatedRecords(20067793560,"threads","tickets",TicketId,1,10,queryValue); dataticket = getaticket.get("data"); idthreads = dataticket.tomap().get("id"); get_thread = zoho.desk.getRelatedRecordById(20067793560,"threads",idthreads.toLong(),"tickets",TicketId); content = get_thread.get("content"); threads_id = get_thread.get("id"); infoticket = content.getPrefix("#########________#######");
Help Desk Users vs. Customers and Accounts
Could somebody please explain the function of two user configuration areas in Helpdesk? 1. Customers and Accounts 2. Users Thanks
Customer Supervision tickets
We have several clients who want one of the contacts to act as supervisor and visualize all the tickets of the other users. The "Customers can view tickets of their organization" permission is not enough because in this case you do not want all contacts to see the tickets of the other contacts in the organization. For security reasons, only contacts marked as supervisors could view them (The supervisor field could be a custom field). In the event that this is not possible, what would be the most
I want to hit this zoho api but showing code invalid
this is the api : https://desk.zoho.com/api/v1/tickets/787063000009739185/threads/787063000010427107/attachments/787063000010427126/content I want to see its content, but i am getting code error issue everytime
Report to show tickets win non invoiced time entries.
I have a report that lists tickets and associtated time entries for a specified period of time. Is there a filter that can be applied to show only tickets that have time entries that have not been marked as invoiced? Or what is the best way for our billing
Zoho Desk's Instant Messaging | Feature Enhancements | Oct '23
Hello All,
We spent August and September working on many under-the-hood improvements. What was the result? The Instant Messaging module comes with stability and some of the most-awaited enhancements. Let's explore the latest enhancements released in
Zoho Desk iOS and Mac app update
Hello everyone! The latest update for the Zoho Desk mobile app (v2.8) for iOS is packed with new features and enhancements. We've harnessed the power of iOS 17 to provide you with a seamless and more efficient experience. Here's what's new: Approvals
Matomo Analytics in Knowledge Base
We use self hosted Matomo Analytics for privacy friendly tracking of user behavior on our websites. Is it possible to place a tracking script in the Knowledge Base website? I can only find settings for Google Analytics and PageSense. I've manually pasted
Manage tickets more efficiently with views and filters in My Area
Greetings! We're excited to introduce a new and improved method for handling your support tickets through the My Area section in our help center. With the introduction of views and filters, we aim to simplify the process of viewing and managing the support
Whatsapp IM permissions issue in newer version of Desk
Hi, We recently integrated whatsapp IM with Zoho desk but note it will only work with the older version of Zoho desk. If we switch to the newer version (which we prefer to use) there's a permissions issue meaning agents can't accept an IM and respond.
WhatsApp Message Template Quick Reply Buttons
Hello, I created my first Message Template to overcome the 24-hr messaging window and it was approved by WhatsApp/Meta. When I go to Meta, I also see that template brought from Zoho Desk, and used it via Zoho Desk IM. However, I notice that when in Meta's
Customer Visibility Based on Department
When a customer emails a specific department's support email, that customer's information including their company's information should only be accessed by that specific department's assigned agents (and any supervisory personnel). Right now, all agents
Remove ---- on <time> <name><mail> wrote ---- tag when reply to Emails
Hi, ---- On Fri, 12 Aug 2022 01:07:29 +0200 "Name"<sample@mail.com> wrote ---- 1- What is the necessity for the existence of this line? 2- Is it possible to delete this line that is generated automatically from the reply emails?
Zoho Desk Contact with Multi-Account association
Hello everyone, Zoho Desk has had the good idea of offering a feature that allows a Contact to be associated with several Accounts. It's a good idea... but it hasn't been thought through thoroughly enough because this action, although useful in itself,
Look Up Ticket by Ticket #
Zoho Desk has no good and quick way to pull up a ticket given that ticket's ID. There needs to be a quick and reliable way to do this. Many other systems accept the Ticket # in the URL. This is simple, easy, very quick, and lets us dynamically link to any ticket. Zoho Desk does not support this. Searching by Ticket ID is the next fastest thing. This works great until it doesn't. The search bar only searches a specific date range unless you go to the search page and change it. That makes sense when
Effective June 1, 2023: Updates to the WhatsApp conversation-based pricing model.
What's the latest in WhatsApp conversation-based pricing? Businesses already using the WhatsApp Business Platform will be charged per 24-hour conversation. Different charges will apply to different conversation categories. Effective June 1, business-initiated
where do i find department_id
im not getting deoartment id.
I don't get email notifications when a new ticket is received
In Desk I don't get email notifications when a new ticket is received. I used to get them but after testing, they no longer arrive. Thanks Jay :-)
Zoho Desk Customer Portal URL Broken
I had to reset the DNS records for my domain, and the Zoho Desk record got lost. Now I can't access Zoho Desk and reconfigure the portal. How can I solve this issue?
Where do I add / verify site. Upload the Bing XML file on your web server
Hello, I have a custom name for my help desk. https://support.filmservices.me where do I upload the XML file on the web server? Or am I being daft and it should be added to my own domain / DNS server filmServices.me ? Thanks J
The #original_sender tag is not detected when email encoding is base64
Hello, I believe the #original_sender tag is not detected when emails "content-transfer-encoding" is base64. I've been sending mails through SQL and when it's received by Ticketing platform, the original message is detected to be encoded in base64 and
Zoho Desk | Multi-brand Help Center | individual access settings per customer
Hello, we intend to set up two independent help center portals to allow customers individual access to the respective portal or both portals. This decision is based on the need to provide customers with differentiated access to the ticket area and the
Add user label automatically to user group
Hello, It would be great if users in a could receive a user label based on their user group. For example, when I add a new user to a certain user group it would also receive a user label that is linked to this user group. Kind regards, Helen
Automatically deny access to zoho desk for final user
Hi, Does anyone has already write a custom function to automatically deny access for a final user when a account's field has been updated? Is there an other way to do that with out a custom function? Thanks for your feedback and help.
Accessing Zoho Subscription info from Zoho Desk Ticket in Zoho Flow
Hello, I'm attempting to update a custom field in Zoho Subscriptions when the status of the ticket is set to a particular status. I've thought about two ways to do this: 1) Using Zoho Flow 2) Writing a custom function Here is my difficulty - I need to
Error in creating a brand under Social
Hi! I am trying to create a brand in Zoho Desk>Social to integrate our FB Page. However, I keep on receiving the message " An internal server error occurred while performing this operation". Are there any restrictions or requirements in creating a b
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