Using a single department for a number of clients
We have a plan of using a single department. All our clients which use this department to create tickets. There are multiple teams who would be handling the tickets. a) All agents belonging to the department gets an email notification. Some may be relevant to them and some may not be. b) if their are 5 clients and each sending an 10 tickets a day to a particular department. How is it handled? Does it not become cumbersome? c) All users of a particular account ( Client A) should be able to see tickets
How do I use multi-branding with help center emails?
I am finding that the "Resolution" email sent to the customer, along with password reset emails for a given help center, use the default "Company" information. I would like to be able to customize these on a per-department basis (for the resolution emails) and on a per-help-center basis (for the password reset emails).
Different email notifications to different users based on email address
Hi, I am on the Zoho Standard plan. How can I create rules that will allow me to select 2 different email templates for the notification rule called: "Acknowledge contact on receiving a new ticket" based on the contact's email domain?
Load Gmail Spam Messages into Zoho Desk Spam View
Right now if you hook up a Gmail account to Zoho desk for incoming emails/tickets, messages flagged by Spam in Gmail are ignored by Zoho. Separately, Zoho desk has its own spam filter to identify and mark messages as spam. It would be very helpful if there was a way to have Zoho Desk import messages that were marked as spam from Gmail (or other mail services like Zoho, Microsoft) and put them straight into Zoho's spam view. That way we could see and find them without having to look in multiple places.
Table view just got better!
Almost a year ago, we released a new layout for ticket viewing in Zoho Desk in the form of “Table Views”. It gave your support agents an array of field level information that’s easily accessible from the ticket listing screen. Back then, a lot of our customers wanted the ability to sort their columns in a table to reorder their ticket listing at their convenience. Our product team assessed all your feedback and put it on production. We are happy to introduce the ability to sort columns in Table
KnowledgeBase - See Article Views for week/month/year/custom
Hello. I've started looking into the metrics around our KB articles. Is it possible to see what articles were viewed over a specific time-frame (week, month, year or custom)? Like you can do with Failed searches, keywords etc The numbers in 'Trending Articles' or 'Article Effectiveness' don't change when I alter the the time frame; I assume they show all-time views? Is this a bug? Thanks Dave
Mobile ad On Zoho Desk
Dear team , We are not able to use the add on the particular service for integrating in our app Please provide us support on this issue 1. Adding Notifications facing Issue 2. SML guidline for making rebranding for Domain also facing issue Thanks Mathan
Creating stand-alone user profiles before SSO
I would like to set up SSO for the Support Portal in the future, but as it takes a lot of development on our end and will take some time to add it to our roadmap. I'd like to create profiles for some of my end users right now so they can start using the knowledge base. If I do create profiles manually today and ask my client to log in manually, will I be able to set up the SSO for those same email credential in the future?
Zoho Desk Community Digest - April 2020
Marketplace Updates Introducing Github, OnePage CRM, and 4 other Zoho Desk extensions Beta Releases Beta access to the functionality of mapping a contact to multiple accounts. This is available for Enterprise edition only. Other Enhancements Provision for creating private forum topics in the Community module. Displaying lookup custom fields in the Zoho Finance integration. This option is added to the Create Invoice/Estimate page. Importing Microsoft Office 365 contacts to Zoho Desk. You can import
Error Opening Attachments
My originzation is receiving this error message when trying to open all attachments in Zoho Desk. Oops, something went wrong while opening this attachment. Please wait a minute or two and try again.
Restricting agents from editing customer issue description
I'm creating a ticket automatically in desk through an api where i m capturing the issue description also when the agent logs in he can edit this description is there any way i can restrict the agent to so?
Pas d'envoie de mail
Bonjour, Lorsque j'ajoute un client en tant que utilisateur final, le client ne reçoit pas de mail (pas en spam) idem sur l'acier ré-inviter Le problème est depuis le début et je ne peux pas déployer mon helpdesk . c'est URGENT Merci de votre aide
Data Sharing permission now include Teams!
Last week , we released an update to the Data Sharing settings in Zoho Desk. Data sharing is used to organize data (Tickets, Accounts, Contacts etc.,) accessibility between Agents based on the Role hierarchy that is configured by the administrator. This recent update enables you to make use of this feature based on your Teams configuration as well. We consider this could be a major change for accounts having both these configurations (Teams & Data Sharing) in place. We request you to go through
Allow a start date for a KB
The KB articles have the ability to have an expire date. It would be very helpful to have a way to keep the current KB but have an unpublished version with a start date. At that time, that would become the main article and the previous would be in the version history. Many times we need people to modify a KB and get it ready for a release date but until that time we would want the old KB to still show. Right now you have to add to your calendar to remember to publish your draft.
ASAP Extension problem with tooltips for node vue Quasar web app
We have an application coded with Vue Quasar Framework that we are trying to make the Zoho ASAP extension work so we can display tooltips to users. We have added JS code and we have created the tooltips, but in order for user to hover or click them, the user needs to refresh each page they visit once before tooltips start to work. The app is an SPA app. Has anyone run into this issue before?
Data value in helpcenter
How to check if someone has entered a number here: and display a message that the field cannot contain numbers.
Gamification Reports
We would like to be able to see who is our most engaged users. We would like to know who is on the leader board with our gamification. Seems like that is a feature that is missing.
How do we turn off the auto creation of a ticket when a chat is initiated?
Just yesterday (a busy day, but not super unusual for us) we handled about 800 chats as a team. All of those chats were automatically converted to tickets, so at the end of an exhausting day, we all had to go back in and close those tickets. This is true every day. That added work at the end of the day seems unnecessary. Not to mention, it's possible we missed some legitimate ticket creation through other channels because we were just closing these chat tickets in rapid fashion. What we would
Ask the Experts 13: Agent Productivity Apps - Powered through Marketplace extensions
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
Custom Field Data not showing up with API call.
I am working on an application that can create new tickets and read ticket details of current ones. When I submit a ticket with custom field data it creates correctly and I can view the newly created ticket. But the custom field data shows up as a empty field. This is how it is formatted when I submit the ticket. cf : { cf_store : data.store } This is what I see when I try to view the ticket. cf: Object { } Do I need to format my GET request a special way to view Custom Field
Reminder - Enhancement to Agent/Team-Related Permissions and Corresponding API Changes
We would like to remind you about a few changes to APIs related to agent profiles and teams. About eight months ago, we informed you about a more granular profile-based security setting for managing agents. We made a few enhancements with GDPR compliance in mind and provided a way to control who can view Personally Identifiable Information (PII) of your agents. We hope you took notice of the API changes detailed in the post and tweaked your API-based tools accordingly. If not, please read the forum
Some missing features for knowledgebase portal
We are using Zoho One for almost a year. Still, we couldn't finish exploring all the features of Zoho yet but we are discovering interesting stuff lately but daily. Almost 4 months we decided to use Zoho Desk help center A.K.A Knowledgebase to build a strong documentation portal for our services to our loyal clients to avoid repeated questions and problems that overwhelmed our support team. I love it. Although, some important features are still needs to be available by Zoho Desk for it's public help
Voicemail to Ticket
Can we do voicemail to ticket?
My Open Tickets Missing Populated Data
I need help. For some reason when in My Open Tickets (table view) information that is populated on the ticket is now showing up on the view. This just recently started happening. It works fine in any custom created views, but not the canned views that are defaulted in. Any ideas what could be causing this issue? The black boxes are populated with data but are redacted to insure the privacy of our customers. Example: Yellow fields showing as blank but the ticket has all of this information on
Unable to convert the java remote authentication code to .net
Has anyone successfully convert the MD5 API key code to .net (either c# of vb). We are really battling with this and cant use the remote authentication because of it. It is the last piece of the puzzle.
Field Not Displaying in Field Permissions for Specific Profiles
A specific field is not displaying in the field permissions for a specific role. In my case, I would like to configure field permissions for the "Complexity" field for the "Supervisor" profile, however the field does not display in the list. It displays for other profiles, though (screenshots attached). What would cause this?
'Comment' tab in ticket not availlable for all
Dear support can you please help me figure out how I can add the tab 'Comment' to the departments? I'm not sure if this depends from dept or agent or what, but I've a situation in which 1 out of 5 dept can use comment to collaborate with customers and the others not. I would like to extend the comment functionality to everybody. Thanks for your help BR Diana
Connecting Zoho community page with Facebook
Hi all, Is it possible to connect our zoho community page with our facebook? I would like our clients to be able to use our facebook group page/chat and raise discussions where it also feeds in back to our community page in zoho and vice versa, that way end users are not tight only to community but they can raise the discussions in any other social platform.
Add Private Comment via custom function
We want to use a Supervise rule to input a public comment on a ticket after certain days of inactivity. Can you please help provide with the code to create and input a public comment on a ticket?
Searching & Modules
When searching in Desk using the search bar or "/" key, it searches the current module you're looking in. However, in order to find what I'm looking for, me and my team have found that you need to select the "all modules" in order to see tickets in the past, and other results. i.e, there's a lot of tickets that don't fall underneath "tickets", but are only found in all modules. These are recent tickets, too... talking within the last month or so. What's the news with this? Are they moving out of
Problems when forwarding from external email adress
Hi! I've tried to configure a soloution with an external email adress that forwards it to support.company.zohodesk.com. The forwarding works but gives some problems. When Customer sends an email to my external adress help@company.com it forwards it to support.company.zohodesk.com and creates a ticket. Good! When the ticket creates I want the automation to send the automatic reply "Your ticket has been created" to my customer. The reply sends but goes only to help@company.com. How can I send it to
Stuck in Video Playback in Desk Article
When I click on a video I embedded in a Desk article it opens in a shadow box over the article and plays fine. However there is no way back to the article or to the Knowledge Base. There is no button to get out of the shadowbox overlay, and hitting back on the browser doesn't work either.
How many tickets have closed.
Greetings, I am in need of a report. I would like to know a way to find in (for example last weeks - months) OPEN tickets, how many of them were closed and how many of them have been put on hold. But I only want the tickets that came in last week. I don't want to see older tickets that were closed. Is there any way to do this?
Link ticket to an account
Hi, Is there a way to link a ticket to an account through Zoho Desk API? Thanks. -Nimesh
Deprecating the isInvoiced and isBillable query parameters
If you offer paid support to your customers, it is important to track the time your agents spend on resolving tickets. Zoho Desk provides a time tracking capability and the option to create billable time entries. Besides, by integrating your Zoho Desk portal with Zoho Invoice, you can also create invoices and send them to customers from within Zoho Desk. You can view the time your agents spent on each ticket, under the Time Entry tab on the ticket detail page. All this while, this tab contained
Desk User Profile
We find a significant amount of disconnect and missing functionality in the User profile for our customers accessing Desk. I would like to propose some changes be made and would like to get the feedback of our community. 1. User profile layout ( aka 'My area' ) controlled and manipulated to suit business needs. ie. Add additional fields, allow some or all of the fields to be edited by the customer. Also, if we have them in Zoho CRM, then we should be able to pass some of that information to their
Getting around the reporting time limitations
Hello, How are folks getting around the restriction on reporting for data created within the last 366 days? We have data that is over a year old, including accounts that were created when migrating into Zoho. With the 366 day restriction, I'm no longer able to run account reports across all accounts due to the restriction. Although we have the ability to see previous FY and current FY, without running 2 reports and combining the data (thereby doubling effort) we are unable to see a complete picture
SLA changes every time customer responds
We sort our tickets by which ones are closest to SLA. One issue we have currently is that every time a customer responds to their own ticket it updates the SLA even if no agent has touched the ticket. Example: If we have an 8 response hour, if after 7 hours we have not touched the ticket, but the customer responds, it will extend the SLA another 8 hours. A few times this has happened multiple times causing us to not notice the ticket for several days because the customer kept responding (as it was
Zoho Desk Community Digest - March 2020
New Features of the Month Automate your custom functions using Schedules Marketplace Updates Introducing Vimeo, Insightly CRM, and 5 other Zoho Desk extensions Other Enhancements You can now add contacts as cc in ticket add form and help center Knowledge base article permalink structure modified to include category name and section name A new option in the KB manage page, to help users choose if they want the feedback form to be displayed for the disliked help articles A new default report called
How to display Subsections in Help Center KB page view
Hello, We are using the 'Elegant' theme for our help center. Our KB is organized into Sections and subsections. When we view the main KB page, we see section headers and all the articles in the subsection to that header. Instead, we'd like to see the subsections displayed under the section instead of each individual article. Subsections are only displayed once we click on the section header. Any ideas on how to obtain this view? Thanks!
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