Password reset email broken
Hello, Recently it has been brought into my attention that the password reset for the community forum is not working. I tried it myself and the automated message I get on my email looks as presented on a screenshot. There is only a logo and name of our company and the user's name rendered, the rest of the message is just some placeholders. There is no pasword reset link. As I understand, there is no way of customizing this message so far, so I request your help in fixing this.
Introducing Custom Permissions for Extensions
Many times, it is not required for all users of a portal to be able to use your extension fully. In some cases, it is even important to provide restricted access to an extension's range of capabilities. We are now making it possible in Zoho Desk, through a new functionality called Custom Permissions. Custom permissions are a new type of permission that you can provide in the extensions you develop. Using custom permissions, support admins/managers can configure different levels of access to your
Cloud based file url as attachment in tickets
We would like to record file links to cloud based files (Such as Zoho Workdrive, Google Gdrive, Microsoft OneDrive, Dropbox etc) as attachment records in tickets. The lack of this feature affects us especially for files which are bigger than the current attachment size limit of 20 mb. When we have to attach such files to tickets then we can't use the "Attachment" section of the tickets but rather have to create a comment into the "Conversation" section of the ticket and insert the url of the cloud
Add what is the actual limit for the parameter "limit"
Hi, It woulb be interesting if your documentation could be more detailed. Ex.: For "List all Contacts", for the parameter "limit", it's a maximum of 99 contacts. https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_Listallcontacts
Adding Account Name
We are in need of the ability to add the account name either at sign-up or worst case scenario, after they have registered in their portal. We are a company that doesn't give support without knowing who the company is and matching it up in our sale or trial records. Not having the customer able to give this information is creating huge problems for us.
How to Pull all tickets with get request to API
I am currently working on an application that pulls all of our desk tickets in using the API. Currently I can only pull the most recent 20 tickets. We have over 200. Is there a limit on how much information can be requested per API request? If there is not how would I format the request to pull all data?
No longer can edit articles created by another agent s
Hi, I cant find why agents can no longer edit articles created by other user. Our admin said nothing has changed. When we clicked the edit icon nothing is happening no error message nothing, If it a permission issue, could you please tell where the admins can find it? Thanks all, Max
Transfer a ticket to another Zoho Desk account
Hello, I'm using Zoho One for 2 companies. In Zoho Desk, I need to automate a rule, but can't find how !! When a field has a certain value, I'd like the ticket to be transfered to my other Zoho Desk so I'll have important values like the name of the customer, email adress, and it will create a ticket in the transfered Desk Thanks for your help
Virtual Waiting Room or Virtual Queue
HI! You guys keep getting better and better, however, I was wondering if you guys have a plan or if there is any app that has Virtual Waiting Room or Virtual Queue abilities, either after submitting a 'Case / Form / Ticket' on Zoho Sites or Zoho Desk? I am trying to make a web based call center with a specific service that someone can come and request the service and then they can be put into a queue (Round robbin to an agent) while simultaneously have the client viewing a 'virtual waiting room
Is there a way we can redirect to my Knowledge Base with my ASAP user credential?
Hi, We have enabled both ASAP add-on and Remote Authentication. We can see knowledge base articles with ASAP add-on and login with Remote Authentication separately. But When we want to redirect to our protected knowledge base article with link button on top right, it ask me to login again with remote authentication again. And after login, it redirect to Home page instead of the article I would like to access. Is there a way to fix this to avoid this redundant login step ? Thanks.
RingCentral Call Transfers Dropping
We use the RingCentral integration, and we have an issue where our users are reporting that when a call gets transferred to them, it only rings once and before they have a chance to hit the green button and answer the call, the call drops and says "missed call". Apparently this happens every time.
Hide Ticket Submit unless logged-In
I am working on our Help Center and would like to be able to not allow ticket submission unless logged in maybe even strict it down to the contact's role. The goal is to have the account admins and owners be the only ones that can open a ticket. Is there a way to do this either just hide from the non logged in parts of the Help center to tie it to a contact role?
Introducing Vimeo, Insightly CRM, and 5 other Zoho Desk extensions
Zoho Marketplace releases Insightly CRM along with 6 other Extensions for Zoho Desk. Here's a list of new releases for March 2020. Get more from your Zoho products with extensions from Zoho Marketplace. Shopify for Zoho Desk powered by Zoho Flow Easily
Branding HTTPS giving not secure
When we setup rebranding and did a redirect it uses HTTPS and we get and SSL error. how do we fix this?
our customer can not get the invitation email for the self service portal
Hi, we have a professional account of zoho desk. I created a new ticket for my customer and normally he would receive one email "new ticket is created for you" and then another email "invitation for the zoho self service portal" at the first time. but he can only receive the ticket email, no invitation for the zoho self service portal. I tried to add him to the end user through my zoho account but after my operation he still can not receive any invitation. Could you please help me and check what
Can I use Zoho Desk to create 2 Knowledge bases, one in English and one in Arabic?
I don't see Arabic as a supported language
Crm custom TAGS
Hello! We are shaping the desk client portal, and we want to put several articles in the knowledge base. Is it possible to create an article with crm TAGS? we want when the customer sees the article they can see a setup manual and put their username and password A greetings
Add New Rich Text Field
I really need to have rich text formatting for the resolution field. If this isn't available, is there any way to do this or to make a new rich text field in the ticket template? Can someone point me in the right direction?
Ask the Experts 12: We're here to help you work from home, with Zoho Desk
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
Restrict user group from community
Is it possible to restrict a user group to access the community?
Relate the Custom filed in the Contact Module to the User Portal Profile
Hi, I have an idea for the custom field in the Customers module. We would like to share the custom filed in the Customer module should visible in the user portal profile so that the portal user can update their information in the portal profile, agent will be free for updating the customer profile data.
Receiving Meeting Invites
Hi, We occasionally receive meeting invites from our customers. Zoho desk creates a new case for these as expected however the body of the invite (containing meeting details such as join links, phone numbers and start times) is not copied in. In order to obtain these details, we must open the restricted mailbox manually and forward them as a standard email. If there any way Zoho can automatically pull these details in for us to save us having to resort to this manual process? Thanks Nabil
All emails are tagged as spam eventhough spam detection is disabled
We are unable to receive any email as all emails are being detected as spam. I have disabled the Automatic Spam Detection and we still are not receiving any emails. I've had my colleagues cc me on the test email they send and it would seem that all is being blocked at the moment. it is not our email that is causing this email as the mail failure message shows the address of the zohodesk support email address. Below is the message from rejection email. i changed the address to redacted to protect
Desk Contact - single email - multiple accounts
Hi, We have this situation, and happens with a number of contacts. The same client is a Desk Contact on multiple accounts (with the same name and email), but I would like for Zoho to choose the correct company based on the product. In CRM, i have this: - Melvin Caruana - melvin.caruana@companyA.com - Company A - Product 1 - Melvin Caruana - melvin.caruana@companyA.com - Company B - Product 2 How can I set Desk so that a ticket for Product 1 is opened, the contact of Company A is selected, whilst
Announcing SMS and MMS Tickets Support with Plivo for Zoho Desk, Automate SMS with Schedule & Workflows
Greetings from Ulgebra, We have published our new extension, SMS, MMS Tickets with Plivo for Zoho Desk in Zoho Marketplace. About Plivo : Connect and engage with your customers globally. Thousands of customers rely on Plivo to deliver better customer communications globally at much lower costs. Checkout the price comparison here. Send and receive SMS messages from within your Zoho Desk ticket view. Receive SMS and MMS from your customers sent to your dedicated number as tickets
Announcing Calendly Events & Appointments integration with Zoho Desk
Greetings from Ulgebra, We have published our new extension, Calendly Events for Zoho Desk in Zoho Marketplace. About Calendly : Find the perfect meeting time with super easy online appointment scheduling software from Calendly, and say goodbye to phone and email tag. It's super easy to use. Support agents can now view customer appointments booked on Calendly as events in Zoho Desk. They can also send out Calendly appointment links from a Zoho Desk ticket so that customers
Allow CC'd users to view ticket on Portal
In my testing it appears that if a users creates a support ticket by emailing it in and they also CC other people, those other people are not able to see or access the ticket via the Zoho Desk portal if they login. Is there any way to ensure that all users who are CC'd on a ticket are able to access it via the portal? The "All Tickets" vs. "My Tickets" implies that there should be a way for this to work, but at least in my testing it does not.
Create a Time Tracking Report
Can someone give the steps for creating a report that tracks agents time (hours/minutes) spent on tickets. Under the customize option, I can not find any fields for hours/minutes spent on a ticket.
Blueprint Disappears from browser, restart of browser fixes
Has anyone else experienced an issue with Blueprint where the agent will not see the Blueprint section at the bottom of the window, and the Blueprint is still applied to the ticket. This keeps them from advancing to the next step of the Blueprint. The agents will restart their browser, and usually it comes right back up. Other times they will restart a few time and then it appears. They tell me it happens "often", so probably 1-2% of tickets. Everyone is using Chrome on a Mac.
Possibility for customers to select language at Self Service Portal
Hi, My company is dealing with customers from several different countries. Is it possible for the customers to choose in which language they want to Self Service portal to be displayed? If not, is that a feature that will come up any time in the near future? Kind regards, Bo Thygesen
Layout rules is now supported in Zoho Desk mobile app
Hello Everyone! This is to all those who were looking for clutter free layout in the Zoho Desk mobile app. I am glad to announce that we have brought in support for the 'Layout Rules' feature in the mobile app now. You can create layout rules from the desktop site (desk.zoho.com) and the same will be reflected in the mobile app. To create a layout rule: 1. Go to desktop site (desk.zoho.com). 2. Click the Setup icon at the top bar. 3. Click 'Layouts and Fields' under 'Customization'. 4. Click the
Multi-Channel Tickets support in Zoho Desk
Greetings from Ulgebra, We have released a new extension, MessageBird Multi-Channel Tickets for Zoho Desk in Zoho Marketplace with integration of MessageBird. Using this extension, customer messages from various channels will be converted as tickets in Zoho Desk. Ticket replies from agents will be automatically sent as messages to customers. Few of Supported Channels: SMS ( Incoming free ) Telegram Instagram Facebook Messenger WeChat LINE Features: Multi-Channel support Automatic
Moving requests between Departments
Looking for solution to moving open request into other departments. Cheers, Wayne
Remove a mandatory ticket field from Help Center
Hi, How do I disable certain fields (pre-defined, not custom) from showing up in the Help Center? These are fields I've also set as mandatory during ticket creation and therefore cannot remove them from page layout, but I don't want them in the ticket submission form in Help Center. The option "Display field in the Help Center" only comes up on custom fields. IS there a way to have this on all fields? looking forward to your response. Thanks.
Add a description under a section
Is there anyway to add a description for a section ? https://help.zoho.com/portal/en/kb/articles/organizing-your-knowledge-base-content
Zoom for Zoho Desk
Zoom for Zoho Desk This Zoom integration enables agents to schedule instant Zoom meetings with customers from any Zoho Desk ticket. Integrating Zoom with Zoho Desk's UI improves agents' communication with the customer by making meetings and scheduling easier. Agents can use their Zoom login credentials and host concurrent Zoom meetings with customers in your Zoho Desk account. Marketplace extension link, explore the application and contact us for any help, help[at]oapps[dot]xyz Key Features : Zoom
Signed up for free edition of Desk but got Standard
I wanted to sign up for the free edition of help desk, but I'm on a trial of standard. How do I switch to the free version so I can test it and see if it will suffice for what I need right now? Thanks.
Intercom intergration - Priority
Testing out the intercom integration and noticed that it created a new priority 'medium', and whereas I already have one named 'Medium' (capital 'M'). V. small issue, but creates confusion. Can this be amended?
IMPORTANT: Upgrading the ZET CLI for developing extensions
At Zoho Desk, we believe in continuously improving our product and its capabilities for all users, be it customers or developers. With that philosophy in mind, we have upgraded the Zoho Extension Toolkit (ZET) CLI, using which developers can create extensions for Zoho tools. This improvement is a breaking change, which means you will not be able to test extensions created using the older version. Therefore, you must first migrate such extensions to be compatible with the new CLI. To perform this
Duplicate Tickets Creation
When user user replaying our email which the subject already included the ticket id, whe it got push into Zoho Desk it sometime recreate them as new ticket rather then update existing tickets.
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