usage of search parameters in help center search
Hi. I am looking for options for smarter searching in the help center. Does the desk help center portal search allow usage of search parameters like - exclude, && AND, || OR or similiar. If not what are other options for restrictive search? BR Johan
Planned IN data center maintenance on Sunday, 11 June 2023 from 6:00 AM to 6:30 AM IST
Dear Customers, Scheduled maintenance will take place in the IN data center (DC) on Sunday, 11 July 2023 from 6:00 AM IST and 6:30 AM IST. Expect 30 minutes of downtime if your account is hosted in the IN DC. During the maintenance window, Zoho Desk will
Insufficient Privileges to perform this operation. Contact your Administrator.
I am writing an API to send an HTTP web request to retrieve ticket and contact data, I am almost positive I am sending everything correctly including my ouath token and OrgId in the header but I continue to get the message "Insufficient Privileges to
Support Agent Reply should have a template or choice to replace email Subject
We have our tickets created through an API and Ninja Forms in WordPress. The ticket Subject is set to something meaningful for the agents to know the topic of the ticket (QA, Break/Fix, Comment, Issue, ....). While this is great to see within Desk for
Zoho Desk App for End users.
are we having any mobile app for zoho desk for end user. so their they can submit their tickets. please give us the answer.
Ticket Order in List Views or Team Queue
It seems that the Ticket order in the list views or in the Team Queue are order from newest to the oldest. Is there a way to change the order so that the older tickets needing agent attention is a the top of the list? Thanks
Zoho Desk's ASAP SDK | Feature updates | June '23
We are excited to announce new ASAP SDK features and enhancements. To better meet your needs, we've updated our product with convenience in mind. Let's dive in and explore the new features and enhancements we have lined up for you. Multiple ASAP configurations
Monthly Release Round-up - May 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Enhancements in Web Accessibility Control Two important enhancements that were made under Accessibility controls were: Introducing Increased
Correct way to add attachment to a ticket
I do not forward emails to Desk, but I have a middleware processing specific mailboxes and adding these tickets through the Create Ticket API. I am not sure what the correct way is to create the attachments. I see you have attachment linked to tickets,
Zoho Book Integration - Actions not usable in new UI
Hello, unfortunately the new Desk UI is not realy usable, because essential functionalities are missing in the official Zoho Book Integration! For example, for accepted estimates only the option to "clone" is offered, in the old user interface the actions
Exported Knowledge Base Article - text is simply cut off
Hello, I have discovered a bug, when exporting a KB article (PDF), line breaks are ignored. The text is simply cut off, that's not acceptable at all!
Exported Knowledge Base Article - Change Font
Hello, it is possible to change the font which is used to generate the PDF files?
Agent name in signature
Hi there, I have a several users in a department to answer support tickets. What I would like is to have the Agent's name added to the standard signature for the department, I have tried using template fields ${User.FirstName} however this is not parsed out. Is there any way to do this, similar to an email signature?
"Snippet" when responding to a ticket
I see the new 'Snippet' feature when I am responding to a ticket. This can be very beneficial as currently we use our own Outlook to respond back to a lot of tickets, because we have predefined responses saved as Signature files. I understand how we create
Do we have API to find who last commented of the ticket?
I am searching for tickets via API. I want to pull who was the last commenter on the ticket. Do we have any API call or filter to find that information?
Knowledge base printing
I saw a posting about printing the knowledge base as I was looking for the answer, but we would like the ability to print out the entire knowledge base with a click, keeping the same organization format. Bonus would include an index of keywords and
Workflow Rule is not called reliably
I have configured a very simple workflow rule: But sometimes it is simply not called, I have no idea what the reason could be. The rule has no criteria, so it should ALWAYS! run - but it does not. When I look in the ticket history, I can see that other
Accessibility improovements
I am a blind user and the site, nor any of the zoho apps are accessible to a screen reader such as NVDA, including the spreadsheets. I would like to suggest improoving access for your blind users
Add values to Countdown Mode
Is it possible to add values to the countdown mode drop down? The longest is 2 days. I would like values for 5 days, 10 days, 15 days...
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?
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.
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