Contracts / Desk
Hi, We have agents with create/edit/view/delete permissions on the Desk. However when they click on the contract whilst viewing tickets we can the attached error? Thanks Dave
Ticket ID
Hi, There is any where we can adjust the starting valuing for the ticket ID? We need the ID to start from a higher number, as we are moving from a different helpdesk and need to differentiate the two systems. Kind regards Dave
About Closed Tickets
Hello. for Closed Tickets; Is there any way to hide from agents? I want to hide closed tickets from agents screens.
Cannot create an invoice (or do any Zoho Books stuff)
I upgraded from a Trial to the full version of Zoho One this morning (not sure if that matters, but I thought I would mention it). I am currently having issues with the Zoho Books integration in Zoho Desk. Whenever I click the Books link in the ticket or try to create an invoice, I get an Internal Error pop up. Has anyone else encountered this?
The second and third tiers of folders are not being displayed on the KB main article page
We have utilized all of the subfolder tiers on our KB article folder structure and placed our articles into the 3. tier (sub-sub-folder). When the user navigates into the main Knowledgebase page of a specific department then the system doesn't display the second tier (sub-folder) and the third tier (sub-sub-folder) of the folders on the page. You can only see the top folder (1. tier / main folder) on this page. My question is if this is a bug or if it has been designed this way. We need to display
Images in Email Templates are not showing up
Today we did realize that images in email templates are not showing up when we use them. I've checked the template definitions and found that they also don't include the images. The images have broken image file icons in their place. This seems to be a recent issue because we were normally using the templates without any problems. We can't exactly tell when this problem started to occur. Please check out and fix this issue as fast as possible because we do depend on the templates to do our work.
Chat Button missing from portal
I Enbaled the Chat feature and the "Enable float button in Help Center" is checked, but the chat window doesn't appear in the Help Center. I looked through the KB article for settings up chat, and I don't see why it isn't showing up. I am using Chrome browser. Does anyone have any ideas on this? Thanks
Auditing the Account Name field
Hi. I really need to check who changes values in "Account Name" field - is it achievable somehow?
Can't embed videos via Gdrive links on KB articles
The below "drive.google.com refused to connect" error message is being displayed when we try to embed videos into the KB articles via Gdrive links. Could you please instruct us on how to accomplish this function.
WorkflowMax - Zoho Desk Integration
Greetings from OAppS team! WorkflowMax is a time tracking and invoicing solution which you can integrate with your Zoho Desk account to manage your resources and billing. Demo Video : https://www.youtube.com/watch?v=et2gJj1_gwk Install Link : https://marketplace.zoho.com/desk/zoho-desk----workflow-max-integration Key Features: Adding a timesheet entry from Zoho Desk to WorkflowMax. Time spent in the Zoho Desk ticket will be tracked in the WorkflowMax Timesheet. In a note, the description of the
Changing domain and Remote Authentication
If I were to change the domain url for a Zoho Desk account setup with remote Authentication, would I need have zoho install the ssl certificate, and recreate a new Authentication Key, or can the Key be used for the new site? ...also if I need to have you generate a new Authentication Key, will the current Key be valid, while we wait to receive and implement the new Key for the new Domain?
Integration with Zoho BugTracker and JIRA
Hi. Is it possible to integrate Desk with both, JIRA and Zoho BugTracker? We need JIRA integration to add issues related to tickets to our development department (they work on JIRA mainly) but from the other hand we would like to use integration with BugTracker for other departements (they work on Zoho Projects and Sprints): Is that something
How can I deleted a user using Remote Authentication API Key?
Hi, I am singing up users to zoho with Remote Authentication API Key. Can I remove user from Support Portal using this key? And is there any guideline/documentation out there for that? Thanks
Is there a way to edit the sectiong between the header and footer in the helpdesk user portal
We are wanting to edit the ticket submission portal so that either the ticket submission button is higher up on the page instead of the bottom, or edit the text of "Search our knowledge base or submit a ticket.earch our knowledge base or submit a ticket." Is there a way to edit this, or is that limited to the header and footer?
See All Cases
How do I see all cases in Zoho Desk? This link says to talk to my admin..I am the admin!! https://desk.zoho.com/support/businesshangouts/ShowHomePage.do#Cases
Replying through email by client in Zoho API
Hello, I'm working on integration with Zoho Desk API. What we want is that customer creates a ticket in our portal, we can reply to that ticket in Zoho, and then customer can reply to this in our portal. How can we make customer email reply through API? Kind Regards
How to quote text in the message composer
Hello Zoho, What is the way to insert a quote into the message when an agent composes the reply to the client request? Now we have to do it manually and it is not very efficient neither from time perspective nor from the style. Is there a way to make quotes like this? Regards, Andrey
Custom fields for community user profile. More social fields & one for website.
Hi, Just wondering if this is planned or I've missed the settings... Currently comminity users can add Facebook & Twitter to their profile.... I'd like some custom fields for LinkedIn, Instagram and Website. Maybe even a short Bio box limited to say 280 characters like a Tweet. Is it possible or planned at all? Many thanks Jon
URGENT! ERR_TOO_MANY_REDIRECTS on Zoho Payments!!! 2 weeks ago with that problem and nobody give me an answer!
Hello Zoho Support. We cannot make a payment to upgrade my license on Zoho Desk (It's urgent). We cannot enter our partner area to upload a bill and reclaim our commisions! we always receive a ERR_TOO_MANY_REDIRECTS loop. We have this issue on Google chrome! Firefox, Safari, Opera...Same problem. I already wrote 3 tickets and nobody answer me. 2 weeks without feedback. Do we need to begin search alternatives for our Enterprise Software? Thtat's Unbelievable!!!! What's going on with Zoho Payments????
Zohodesk extension uninstall
When I have tried to develop a extension . Why I can't delete connection or uninstall extension in zoho desk. Please help.
A few questions. Thoughts from those running communities.
Hi, Looking for feedback really from anyone already using Desk for building a community. I run private training sessions and would like to create a community where anyone can join, not just my trainees. They could access articles in the KB and join in with discussions in the forums. Ticketing & support is not really the main aim here... community is. I use Zoho One in case that makes a difference. Is there a limit on how many people can sign up to the forum? Can you customise the navigation tabs
Zoho Desk Domain Mapping Failed
I was following your instructions for domain mapping in desk.zoho.com but something failed after the cname verification. When cname was verfied the desk.zoho changed its url to support.collegeon.com/... but is not reacheable, so i remove the cname from the DNS of the domain and now desk.zoho still redirecting to my subdomain and is not reacheable i would like to disable domain mapping to continue using your url until i resolve the situation with dns.
CRM & Desk integration
Hello, I have Integrated Our Zoho CRM with Zoho Desk and now trying to sync Accounts & Contacts. The Accounts synced successfully, but the contacts did not. Hope you can help. Thank you in advance, Natalie
Zoho desk Rest API
I want to consume zoho desk ticket API,but i'm getting error as unauthorized person (401 http error code). I am setting params orgid and access token still i could not able to figure it out.
Pipedrive integration
Hello, Our customer success team control the workflow and our customer base with pipedrive. I would like to know if there is a way to integrate the actions within Zohodesk with the activities in Pipedrive. Mostly the decision factor surrounds the need that we have in creating a task with zohodesk so this would generate a trigger to the Pipedrive API to copy this to an activity there. What are the possibilities? Thanks in advance!
${Cases.Recent Comment} not respecting line breaks
When we leave a public email and we notify the customer via an email, the email that the customer gets does not show any line breaks even though the comment posted did have a line break. The merge tag being used to pull in the comment on the email is ${Cases.Recent Comment}. EXAMPLE: Agent posts public comment: Hi Mike, We are happy your issues are resolved. Thanks, John ------------ THE EMAIL that uses the merge tag ${Cases.Recent Comment} comes to the customer and states: Hi Mike, We are happy
User setup
I have a few users who can register but cannot submit tickets. When I login and try to find them they are not listed as customers but they are able to login ? Once they login they get an error when they try and submit a ticket. Very strange
Create Users
I have a few users that are having a hard time setting up their accounts in the help desk app. Is there a way that I can just set these account sup for them and give them a password. Some of my staff is older and this just might be easier for them . Thaks
How to Limit The Creation of Tickets per Account in Help Center - Zoho Desk
Hello! We are needing to limit the creation of tickets per account for our users, but we cannot find a way to do it. My question is whether there is a way to set this limit. Thanks!
We can't access Zoho Desk suddenly
Dear Technical Support Engineer, We have been using Zoho Desk Free plan. But there was a following message and we became to be not able to access it suddenly. message: The trial period has expired. To continue using Zoho CRM Plus, please contact the administrator (xxxx@xxxx.co.jp). We were able to access few minutes ago. And before this issue appeared, we didn't get any message. What should we do for using Zoho desk free plan as usual? Could you please let us know? We appreciate your cooperation.
Forward an old ticket in a new one
Is there any way to forward an old ticket (attach it as we can do in Outlook for example) in Zoho Desk?
Increasing ticket numbers
Is there a place to change the sequencing of the ticket numbers? I would like to move it to a 10000 series.
Oauth flow
When I start the OAuth flow - if I state that I want scope Desk.basic.READ then description in the authorization page says: Write basic desk data such as organizations,agents,departments,roles,profiles,licence It should be Read and not Write. Says the same thing when I change the scope to Desk.basic.WRITE... You can see in the attached screenshot the relevant part of the URL and the marked line in the authorization text. Am I missing something?
Unable to create a sub-section with the wanted name
Hi Zoho, I recently wanted to create sections and sub-sections to articles. I was trying different names and seeing which one was looking best. When deciding that I would definitely name a sub-section as "installation", I could not do so anymore, and would receive an "unable to process your request" message. I simply removed the last letter (n) and it worked as "installatio", however, I really wish to name the sub-section as "installation". Could you please remove the "unable to process" refusal
Is it possible to create prompts when closing a ticket?
Hi, We've been using Zoho for a while and we're wondering if this ticket has had any updates. Setting up a workflow would really be a non ideal fix to this issue as it would be incredibly annoying and probably wouldn't give us particularly accurate analytics. Cheers.
SLA from customer view and hierarchy customer view
Hi, I was wondering if ZOHO allows customers to see their tickets, but most importante, see if SLAs are met or not. Another question is if a customer A with a higher level of hierarchy than B,C,D customers can see the tickets opened by them (B,C,D) along with his tickets Thank you,
I need to change my site name from mivor to mivors
i need to use mivors instead of mivor , mivors is an old site name i used before for my account , so i need to re use it for current site , i need support e-mail to be @mivors.zohodesk.com
Please disable SPAM filter
Hello, we has recently decided to try Zoho Desk. However, any email ticket that is forwarded to the support email addresses gets automatically placed into the SPAM ticket folder. Can we get this fixed? Thank you, Norma
Forwarding emails to existing thread being marked as PUBLIC
When an agent forwards an email thread to an existing ticket, that is supposed to be attached to the ticket thread as a private reply. Something recently broke and all emails that are forwarded to existing tickets are being made public. I tried this on my own by creating ticket as "customer" then I forwarded a random email between two unrelated contacts (neither of them being the "Customer" email), the email attaches itself to the ticket but is made public. I then log into the service portal as the
I mapped my domain to a work domain
i need to delete my domain mapping beacuase i can't access it
Next Page