Helpcenter log in programmatically without SAML / Identity Provider
Hi, I would like to know if it is possible to log in a special user programmatically when accessing the website or portal. The background is that we want to integrate the knowledge base into a desktop application. When the help is called from there, the
Email setup in Zoho support
we are pointing zoho support to our exchange server for inbound and outbound mail. I am fetching the emails and they are generating requests..Great! I am able to respond using outbound mail settings..Great! The problem is that there does not appear to
Custom fields for company
Hi, it would be very helpful to be able to store central information in a central location in order to use it in workflows or custom functions. An example of a situation in which the described possibility would be very helpful: I have certain information
Contacts Info - Customize which fields are shown
Hello currently when viewing a ticket. The contacts info section on the left in the ticket details only displays the contacts name, email, company, mobile and office numbers. It would be nice if there was an option in layouts as a checkbox to show a contacts
Customize the look of the rating page (customer happiness rating)
Unfortunately, the DESK feature customer happiness rating page looks like this: You can only control the following things (regarding the design): Change the Icons for the Good, Okay, Bad rating buttons Change the logo of the department You can't control
Upload ticket attachments via Drag-&-Drop
Hello, if you want to upload a file to the ticket attachment you need to click the button and use the file browser to select and upload the desired file. In many cases, it would be much more efficient if you could simply drag the file to the browser window...
Reply-all copies Help Desk
Whenever we choose the Reply-al function on a ticket, the Help Desk email is automatically inserted into the CC field. Is there any way to remove this, or do we possibly have a configuration issue?
How to update custom field in Zoho Desk Schedule?
Hello everyone, I have a problem right now with Deluge coding. I found some information about the update function, but it's still not working for me. Link: https://www.zoho.com/deluge/help/desk/update-record.html I have hided custom_field and org_id in
Issues with Zoho Desk incoming tickets via mail distribution list
Hi, We're experiencing recently some issues with tickets that are being sent via email. We have set a Google Mail distribution list (an alias) that forwards the mails to the corresponding Zoho Desk domain. The thing is: some of the mails arrive as, example,
How can I set/insert text to the Reply Editor.
I am building an extension that can generate the response for the ticket and I want to insert the response into the ReplyEditor of user. However, check on this document I can only set the response to the ticket.comment. Is there any API that can help
SLA Config - Priority not available
Hello, I am setting up an SLA in one of our departments but when I go to set the Priority in the Escalation portion of the SLA, the dropdown list is missing the priority I am wanting to use. Please see the screenshots below. As you can see, the priority
Text field length validation rules can't be defined
The "Basics of Validation Rules" section in the "Creating Validation Rules" help page reads as : Basics of Validation Rules A validation rule for a field can consist of conditions like whether a value needs to be filled in, a specific expression it shouldn't
Working with teams
Hi Community, My team mostly depends on the answer of the "experts" to reply to our clients. We now have these experts in a field and whenever the ticket is in their "ownership" we set it in a specific status which is what makes the ticket visible to
Zoho Desk : integration with Facebook Messenger
Hello, When the integration between Zoho Desk and Facebook messenger is planned? Best regards, Christophe
SEO - stop search engines from indexing specific article pages on Help Center
Is it possible to stop search engines from indexing specific articles on Help Center? We have a 'Contact Us' article page on our Help Center which gets a high number of visitors originating from search engine sources. Is it possible to remove specific pages from indexing so customers have to go through the main Help Center pages instead of getting to the 'Contact Us' article directly from a web search?
change layout (field order) of ticket side panel
How can i change the layout (field order) of the ticket side panel? I would like to display the most important info on the top.
Request nice and readable ticket URLs
Hello Zoho and the community. I suggest you work a bit on your ticket URLs. It is hard to refer and work outside of the system with current URLs. We discuss cases in Slack or in internal email. And it always requires to go to the system to check what we are talking about. Now ticket URLs look like this. [domain]/support/[portalname]/ShowHomePage.do#Cases/dv/c29ebf16fdf488af7836c53d144a279742acf79f93f757e8 I suggest you make them readable like this. [domain]/support/[portalname]/ShowHomePage.do#Cases/9374
Auto-Reply in Social Channels (Twitter)
Is it possible to automate sending an auto-reply to social channels?
Create Ticket ignores a list of "secondaryContacts"
Hi, we're trying to create a ticket, with a contact to be a CC. According to the documentation, it should be a list of IDs in "secondaryContacts". But when the ticket is created, it returns an empty array. Has someone tried it? Thanks for any hint. BTW
Email alerts in workflow rule with placeholder show up a different value on date fields
Hello! I recently created a new layout for my team to create tickets, one of the fields for a type of ticket is a date type field (not a date-time, just date), then I also created a workflow rule that sends out an email alert to a user with the ticket
Attention! Scheduled maintenance for Zoho Desk's EU DC will take place on Sunday, 28 May 2023 from 2:30 AM CEST to 3:30 AM CEST
Dear Users, We will perform the scheduled maintenance for Zoho Desk's EU data center (DC) on 28 May 2023 from 2:30 AM EST to 3:30 AM EST. Expect one hour of system downtime. We've scheduled the maintenance for Sunday, hoping to minimize any impact on
Sync between Desk <-> Analytics doesnt work anymore! Infinite loop?
Hi, since yesterday morning the synchronization between Desk and Analytics does not work anymore. It was synced and the subsequent sync has not been completed yet.
Email Body as Description
I didn't want to bring back a ticket that hasn't been touched in 2 years, so here's a new one. Almost every ticket in our system is through email. The only ones that aren't are the ones that we take over the phone (~2% of tickets). For the 98% that are,
Email subject formatting
Hi there, I'm trying to change the way the email subject is structured in ticket conversation. I would like to change it from Re:[## 108 ##] Ticket name to something more restrained such as Re: Ticket name [#108] . I know there are templates for notification
Auto-population of Secondary Contacts (CCs) field using a custom function
My support team needs to CC the appropriate administrative contact for an account on ticket closure. Our default template for Accounts in Desk includes custom fields to capture the names, and email addresses of 4 different administrative contacts. I have
Show Higher Hierarchy Assigned Team Tickets for Agents with Lower Hierarchy in the same Team
Hello, we have the following problem: Some of our agents are higher in the hierarchy than other agents but in the same team. We would like the agents with the lower hierarchy to still be able to see and edit the assigned team tickets of the agents with
Zoho Desk's Instant Messaging Update - Meta mandates OTP Buttons for Authentication Templates
Starting May 29, 2023, all newly-created Authentication Template messages must include a one-time password (OTP) button. Note: This functionality will go into effect for India-based users (IN DC) later this year. What are Authentication Templates? Authentication
ZOHO CRM Contact and Accounts not syncing with ZOHO Desk
I created a new contact in Zoho CRM yesterday (7/18/2017) but it is not showing up in Zoho Desk. I have Integrate Zoho CRM With Zoho Desk enabled. I am unable to create a ticket for my client because Desk can not find the contact that was created in CRM.
Overview Dashboard value blocks
Hi, I want to create a new dashboard with the same blocks as in the "Overview Dashboard" but i cannot find them in the Gallery when i want to add a new component to the dashboard. I've added a screenshot of the "Overview Dashboard" and outlined the blocks
what languages does zoho desk supports ?
I mean in my company some people don't know English, so does Zoho have the ability to make working interfaces in the languages Arabic, and other languages to respond to Arabic customers ?
Article Update Event
I'm trying to configure a webhook to fire when an article is updated or added. These are listed as available events in the documentation. However, in the webhook creation/editing screen, articles are not listed as a module when setting the event: Am I
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote
Other User from zoho desk cannot trigger the custom function workflow only the sysadmin
We were having issues with our custom function workflow where other users from Zoho Desk could not trigger the custom function workflow when updating the ticket, but when the admin updated the ticket, it triggered the workflow without issue. Is there
New email opening old ticket
When a person sent a new email it opens up the old ticket.
Multiple Help Centers
We have two Help centers setup within Zoho Desk for different brands of the business. On the second Help Center (not primary) when we enable the Sign Up option, when users are invited after approving Sign Up, the email they receive points them to the
Formulario Web Zoho no funciona
Buenas tardes. He incrustado el código HTML en mi página web, pero al momento de presionar el botón enviar, no realiza el redireccionamiento a la página que indiqué y no envía como tal la información del formulario a ninguna parte de zoho desk.
using two accounts within zoho desk app
Hi team Kindly I need to know do I'm able to use two different functions accounts in zoho zesk application? Thank you
Parent Account
Hello, I wanted to know if anyone has had the need to have accounts grouped together and to be able to obtain all the information related to said grouping. For example, being able to see all the tickets of a company and its subsidiaries.
Avoid automatic email to certain address
We have seen that the automated ticket opening flow is (rightly) disabled for "no-reply" emails and similar. But what if two IT departments (that maybe use Zoho) use the email exchange for communications or ticket openings? Is it possible to keep the
We need the ability to react to changes to a Person or Ticket being marked as Spam, and we need the ability to change the Spam status of a Person or Ticket
We have Desk <> CRM sync set up. When a Desk Person is marked as Spam, the CRM Contact should be updated. Instead it appears that the Desk Person has the CRMContactID value removed, so the Desk contact gets disassociated from the CRM Contact. In our case,
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