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
How do I access the ticket identifier (the long one in the url) via placeholders in email templates?
Is there a way to access the ticket identifier (the long one in the url) via placeholders in email templates?
Final Reminder - Enhancement to Agent/Team-Related Permissions and Corresponding API Changes
Dear Zoho Desk API users, Close to a year ago, we made a few API enhancements in line with GDPR guidelines. These enhancements relate to agent profiles and teams, providing a way to control who can view Personally Identifiable Information (PII) of your agents. (Click here to read the announcement.) We hope you went through the API changes detailed in the post and tweaked your API-based tools accordingly. If not, please read the announcement once again and make necessary modifications before the
Creating Dependency fields on Helpdesk End User Portal Ticket Creation Form
Hi, Is it possible to create dependency fields for the End User Portal Ticket Creation Form? What I am looking to do is have a field with a pull down combo box and depending on what option is selected in that field, refresh the form to only show certain fields below that data needs to be entered in. The reason for doing this is that depending on products chosen we want to only show certain fields for the end user to enter data for and not show 30 fields on the one page when creating a ticket in the
SLA tickets depending on Plan in Zoho Subscriptions
Hello team, I am looking to detect some customers with certain Plans in Zoho Subscriptions to offer a Premium Support through Zoho Desk (for ex. with a reply to their tickets before X hours). I was looking for SLA escalation but the rules can not call more than ticket rules, and I need to connect in some way the tickets with the customer Plan in Subscription. Any idea how to do that? Thanks
Token getting DEPRECATED_AUTHTOKEN_SCOPE
when I trying to get a token. can anyone help in this situation? https://accounts.zoho.com.au/apiauthtoken/nb/create?EMAIL_ID=vineeth.v******ic.com.au&PASSWORD=**********&SCOPE=ZohoSupport/supportapi getting result like #Wed May 06 01: 12: 38 AEST 2020 CAUSE=DEPRECATED_AUTHTOKEN_SCOPE RESULT=FALSE
Approval Process for new Contacts
Currently when a new contact sends a question to our support email and it doesn't match a contact in CRM / Desk, a new contact is created. Ex: John Smith sends a question to our helpdesk through his personal email rather than his work email. Since his personal email does not match any contact in our CRM or Desk, a new contact gets created in Desk. Is there a way that I can catch this email before a contact is created in Desk, reassign it to the contact we have in Desk / CRM, and then continue to
Introducing Toggl, Alegra and 3 more Zoho Desk extensions
Improve your support workflows with new extensions for Zoho Desk on Zoho Marketplace. We introduced Toggl and Alegra along with 3 other extensions for Zoho Desk powered by Zoho Flow. Here's a list of all new releases for Zoho Desk, July 2020. Toggl for
Default or Enfroced Column Layouts and Views
Hi, I'd really like a way to enforce some consistency across all agents and all departments: - The same view to be used (for example, 'Table' view) - The same columns and column order for each view - Remove ability for users to customise their view Is any of this possible? At the moment it seems I have to login as each agent to setup their views and column layouts, across all the departments of which they are a member. Thanks.
Request: Be able to pull user data from the Help Center so they can approve tickets
It would be useful to have users in the help center be able to show when selecting an approver as they dont need agent accounts but depending on company role, need to approve user requests in a ticket. This or be able to have a custom dropdown list where you can enter emails and when selected in the ticket it automatically sends an email template to the selected email for approval
On New Form Submission, the Checkbox Field has the Checkbox Below Label Instead of Next to it
Hi Zoho, For new ticket submissions, the "Checkbox" field has the actual checkbox below the label. This is really awkward and not how any modern checkboxes work. Can you please allow the checkbox to be directly left of the label, which is standard for any website. This is what it looks like for users inputting a new ticket:
Block non registred users to open Ticket by E-mail
Hi Team, i would like to block non registred users to open ticket by E-mail. How can I do this action?
Ask the Experts 15: Authentication, Security, and Privacy
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums, wherein a panel of experts will take on questions about topics related to Zoho Desk. The panel will be available for a 5 hour period and will answer any questions
App Spotlight: Lateshipment.com for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Visit Zoho Marketplace to explore all apps. Lateshipment.com for Zoho Desk Be proactive in identifying and mitigating the risk of delivery failures and drive efficiency in logistics with actionable information about your packages. Create delivery-related tickets, track parcels, and send delivery updates to customers in real time without leaving Zoho Desk. Get the extension here Business needs As a retailer, you make
Automatically insert text to ticket reply
Is there a way to insert a text at the beginning of each email ? We need to insert a text like "please hit reply all when getting back to us" and to repeat this text over and over in each message to the client, until they understand :) So, is there a way to insert text by default ? Beside the insert signature option, I haven't found anything else. PS: Our company is on a free version now. If you know how to do this for paid version, please advise and we'll consider upgrading. Thank you !
To remove 'agent' login referece
How to remove the reference to 'agent login' in the customer portal?
How to import Resolution in Zoho Desk , Tickets Module
I am trying to import tickets from .CSV file and i am not able to find field Resolution While importing .
Manage TO: field in Zoho Desk custom function (deluge script)
Hello, I need to manage TO: field on my deluge script. I'm using a dozen of incoming mail addresses and I need to know what address the customer writes to (i.e. support@myaccount.zohodesk.eu or payments@myaccount.zohodesk.eu ) Currently I have created 1 rule for each support mail address, but I would use a single custom function / deluge scripts. Could you help me?
App Spotlight: Bybrand for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Visit Zoho Marketplace to explore all apps. Bybrand for Zoho Desk Replace boring, old-fashioned email signatures with high-converting modern ones. Standardize email communication and strengthen your brand image through uniform clickable email signatures for all your employees. Get the extension here Business needs Support emails need to be useful for customers searching for information about an issue. Customers need
Can we create a Landing page once user/agent/ceo logged in?
Hello, I need a landing page when the user going to logging. Thanks, Murali
Using the Help Center with an international customer base
We are supporting our products via Zoho Desk to an international audience. To make our customers self reliant we have been writing many articles so they can help themselves in the Help Center. We are running into some trouble offering articles in multiple languages however and I am curious how other organizations have solved this? Requirements: - a customer should be offered an article first in their own language, if not available in their language then in the fallback language (English in our case).
ZOHO BASE DE CONNAISSANCE / KNOWLEDGE BASE
Hello, the link for the knowledge base accessible to our customers no longer works. When we charge a page, there is the following error message: We'll be right back ! Our service is temporarily unavailable. We are currently working to restore it.You can find attached to this ticket a screenshot of the problem. I often have this problem when I look for pages in English, but this is the first time I have this problem with French and English. Thanks for your help, Cheyenne Leclere Emprez
Unable to change custom view columns
I have a custom view set up to be visible to all agents. I am trying to change the columns visible in table view but nothing happens. It is only one particular view that cannot be changed. i have tried several other custom views and they are fine. There are currently only 7 columns visible, and I am trying to add 3 additional columns. After hitting save, nothing happens.
Zoho desk portal
I want to be able to create and invite automatically to zoho desk customer portal a number of customers that meet some criteria. I´ve already done the integration between zoho desk and zoho CRM. Can you help me about this topic?
Pop up
Hi, when I receive a call does the application need to be opened to register it? If so, then it does not happen and what should I do? Thanks
How to retrieve Ticket History?
How can we retrieve the History of a ticket?
Mails sent from Desk to Gsuite reach spam
472/5000 At Merlin Data Quality we use Zoho Desk. When a ticket is generated, an email is sent to our support account from the following account: "sup ... @ asesconsulting.zohosupport.com" It never reaches the inbox since it is marked as SPAM. I was consulting with Gsuite support and they told me that I can add the IPs of their SMTPs so that they are not marked as spam. Can you tell me these IPs? Thank you very much in advance. Regards,
Adding fields - Unable to process your request
Hi, I've been trying to add some values to a field I created some months ago. The field is marked as mandatory and it already has other values set, but when I try to add two new values, I always get the "Unable to process your request" error. The same happens, for example, when trying to set a field to non-mandatory or editing any value on any other field. The weird thing is that it only happens in just one department, and I have another 3 departments with a very similar configuration (similar fields
Tickets Activity
Good Day, May I know if the Zoho Desk has activity/, ogs or actions within the ticket? Thanks.
Setting Up EMail Channel Zoho Desk
Hello, I am currently in the process of setting up Zoho Desk to be our ticketing system. Having followed the instructions here: https://help.zoho.com/portal/en/kb/desk/for-administrators/multi-channel-support/email/articles/setting-up-your-email-channel#Default_Support_Mailbox I am unable to set up a default e-mail address as the screenshot in the instructions is completely different than the options available to me. Here is a screenshot from the instructions: And here is what I ACTUALLY have:
Video playback issue in KB articles on mobile Safari browsers
We tried to browse and play the embedded videos on different articles with the Safari browser and they are not being played back. On android devices there aren't any video playback issues. We tried this with 2 different iphone devices which have the latest version Safari browser. When you select a video and press on the play button then the video looks like to be starting but immediately stops.
Zoho Desk integration Continues to quit working
Hi, We have had a ticket open for weeks where our integration between Zoho Desk and Zoho Sprints works for a while then stops working. It creates major problems with our development process and the ability for information to be shared with our Implementation team, EDI Team and Account Management team. It just doesn't seem to be support staff who can resolve the issue. We like it when it is working but if we can not get the work done we are going to need to find another product that allow us to
Email notifications stopped working
Hello, Is anyone else having issues with email notifications not working any more. It has been happening for about a week now. When someone responds to a ticket we have it set to notify the agent, but the notifications are no longer going to the agent. The message still shows up in the ticket.
Sub Category Field
How do I format the sub category pick list so that it filters based on the value selected in the category field?
multiple end users to Customer Portal welcome email
3 questions: weve just completed a project and i want to add it to our Help Desk tracking system. the only way to send out a welcome email with the invitation to log in and enter a password to get started with the Customer Portal, is for me to submit a ticket. 1) is this correct? this is the ONLY way to send a credentials email to a customer/account to interact with Zoho and the Customer Portal? most of our accounts have several end users who should ALL have the opportunity to submit a ticket.
Zoho Desk Community Digest - June 2020
New Features of the Month Now Contact account multi-mapping option is available for all themes. Previously, this was option was only available for Elegant theme. Croatian and Slovenian languages have been added for Help Center Marketplace Updates Introducing SugarCRM and 3 other Zoho Desk extensions Other Enhancements In your community, you will now be able to add a "Vote" option for the topics added under "Idea" topic type. This option is available in list view and detailed view as well. In
Reporting "billable" but not yet "invoiced" Tickets from ZohoDesk
How do I make a report of all closed tickets, that are "billable" and not "invoiced" in a given time period? We regularly invoice from ZohoDesk, but only once a ticket is closed. I need to be able to report on tickets that closed (maybe a ticket from last month just closed in this month) and are not invoiced yet. Right now, I can only report on closed tickets that are billable, but that shows "invoiced" and "billable" status.
Prevent Contacts without Account from Syncing to CRM
We’re using the 2-way sync between Desk and CRM. Works perfectly 95% of the time, but occasionally we get new tickets via email that also create a new Contact. The new Contact is not associated to an Account, but still sync to CRM automatically. In our organization, we require an Account. Is there a way to prevent contacts with no Account association from syncing to CRM? Ideally we give the agent the ability to associate the Contact to an Account before it syncs.
SMS Notification on new requests
Hello, Is it possible to configure an SMS alert in the event of a new request being created with a High importance status? It woud be a handy feature as our call volume is not massive but somtimes time critical especially if no one is in the office. Thanks Mark
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