Adding a thread to an existing ticket
Hi, I've seen this thread (https://help.zoho.com/portal/community/topic/api-question-adding-a-thread-to-an-existing-ticket) about adding a thread to an existing ticket. However, that seems to be with an old api, while the new REST api doesn't support this anymore. Is that correct, or is there a method to do this? Also, is there a way to set the channel of a thread to anything else than e-mail? Like a custom channel? Kinf Regards, Jeroen
Zoho Desk, now smoother.
Hello! Team Zoho Desk is constantly looking at ways to improve user experience, and we have a bunch of updates on that front, all aimed at better navigation. Heads up, all of these UI enhancements are set to go live late next week. Navigating between Modules Drop-downs can be a drop in efficiency, and we see that. We've unfolded the Modules menu into a simpler format, all readily available on your Top Bar. Some key functions like Search and Quick Add have also been made more prominent, for quicker
How to update comment and how to get comment records for existing ticket ?
Hello, how to update or get single comment for ticket. https://support.zoho.com/api/xml/comments/updatecomments?authtoken=#AUTHTOKEN&xml=#XMLData&portal=#PORTAL&department=#DEPARTMENT&id=CASEID https://support.zoho.com/api/json/comments/getcommentsbyid?authtoken=#AUTHTOKEN&portal=#PORTAL&department=#DEPARTMENT&id=CASEID api response : {"response":{"error":{"code":"1001","message":"Unable to process your request. Please verify whether you have entered proper method name,parameter and parameter values."}}}
error while creating tasks
the workflow is 1. create ticket 2. create a comment 3. create a series of tasks it is able to create the ticket, create the comment, but when it comes to creating the task, it returns 403 with errormessage "The OAuth Token does not contain the scope to perform this operation." The oauth token requests scope "Desk.tasks.ALL" which is what is confusing me about the error. however i did notice that the oauth authorization page says the line "Read Create Update and Delete tasks in Zoho Connect" so i
Tables - how to change column width?
Hello! Is it possible to change column width in tables when creating an article? And another question: by default, there is no indent in paragraphs, but there IS such indent in table cells. This leads to not very good look of tables. Please, check attached screenshot. It will be great to remove first row indents in tables (and add them in paragraphs), and allow changing column widths. What do you think?
Client Notification E-mails
Hello, I was wondering if someone could help us with this one... We have Zoho Desk set up so that when a customer e-mails in, a ticket is created and they automatically receive an e-mail response letting them know that their message has been received. The same thing happens when we create a ticket in Desk - an automatic e-mail is sent to the customer. What I would like to do is change it slightly so that when a customer e-mails in, they receive an automatic response but if we manually create the
Chat not working
I see a message that states "You must have at least one public department for using Chat" I am fairly new to Zoho Desk, I have checked everywhere and under departments, I have 1 default dept. ?
Integration between Desk and Project Bugs
The Integration with Projects from Desk is great but a couple minor changes would really enhance the user experience. 1. Make sure you can see which tickets have been assigned to a Bug from the Desk Views 2. Integrate new Projects to desk automatically. 3. Integrate the language change in Projects into Desk. If Bugs has been renamed in Projects, Desk should reflect the same name change and icon used in Projects. If anyone has a solution to these 3 points, please share them.
Performance Enhancements to Search APIs
We recently detected a few performance issues that were caused by the inclusion of inessential information in responses to search APIs. In particular, ticket search APIs returned not only the custom fields in a ticket, but also the ones related to the contact in the ticket. Similarly, contact search APIs returned not only the custom fields related to a contact, but also the ones related to the account associated. This inclusion of non-vital information led to performance issues in tools that employed
Is it possible to customize Agent Login Area
I am curious to know if we have the ability to customize our portal for logging in to Zoho Desk? Right now it has a basic simple form with our company name on it. I would like to customize it with out company logo and perhaps other features.
Common Articles for different departments
Hello, We are currently evaluating Zoho desk. We have encountered a serious problem/inconsistency in organization of ticket channels and knowledge base system. We have two departments for our different support teams at different geographic locations. These two teams are supporting customers in their territory and they are supposed to receive support e-mails from different e-mail addresses. So, I created two departments, one for each team. Everything is fine up to this point. Problem is, both teams
Automatically Assigning Tickets to Offline Users
Hello, I have created a 'Round Robin' rule that automatically assigns tickets to particular group of agents inside a department. (Rule assigns tickets only to particular 3 agents out of 7 agents.) Do you have an option, such that, the tickets are always assigned to these group of agents in turn, regardless of their availability? I don't want the tickets to be assigned to remaining 4 agents. Note: I have put these 7 agents in the same department because of common knowledge-base issues. Thanks and
Enable ZOHO ASSIST on Desk
Hi Zoho, I am not able to integrate Zoho Desk and Zoho Assist. There is a message "We are unable to process your request. Please try again later." Therefore, it is not showing remote support when I need to solve ticket. My email is "jack_mai@smartvisiondirect.com" , hope you can find my organization or zoho account. Thanks
Adding Customized Flag Field in Zoho CRM Accounts & Ticket Form
I have added one list of value field labeled 'Service Contract' having values Active and Suspended in Accounts form. Now I want to reflect the same field in Ticket form. I haven't find any way expect adding one customized field in ticket form but concerns comes How to link it with source field in accounts form. the field in ticket form will populate the value same defined value. How to achieve this task? Hope to have quick response, as it is mandatory.
Subscription field in Zoho desk
Hello, we are an it support company and we are in a trial of zoho one. We are mostly going to work in desk, but we would like to use subscription. I've tested this but we are missing a essential thing. The subscription of the contact or customer is not visible in ZOHO Desk. is there a way to see this subscription through some kind of integration. Possibly through custom fields? The CRM integration only shows the contact information. The missing integration is of course the integration of Zoho Subscription
Bypassing OAuth2
Is it possible to get access token without OAuth process when our connected app is embedded as widget or webtab?
Custom function to change status of ticket
I apologize if this got double posted... Hello! We're in the process of trying to replace our existing ticketing system with Zoho Desk. One of the issues I have is that my environment has a few "agents" who are heavily dependent on email to respond to and create tickets. We seem to have gotten down the process of creating and answering tickets via email, however, I can't seem to "close" a ticket from email. In previous tools we've tested, you could put something like #CLOSED# at the bottom of
What exactly updates the modifiedTime key?
Do any changes to the ticket (including automatic updates, api calls, ticket status changes, replies, and comments) update the "modifiedTime" value or only when an agent opens the edit menu and saves it (with the screen pulled up via the "e" key shortcut)?
Adding Secondary Email
Why is my email mark as spam when i try adding it as a secondary email?
Using Supervise Rules
Hi, I need some help with configuring an alert to be sent upon 5 days case age- but only 1 email exactly on the day the criteria were met. I tried to configure this on Supervise with below setting and attached is the result. Please note these details are gathered from the History tab of each ticket. Hours since created + is + 120 AND Escalated to + is empty Please confirm: 1. Since the rule runs on hourly basis, is it supposed to send alerts for the same ticket every hour even though my criteria
Can i disable the Anti-Spam filter for Zoho Desk?
Many important tickets are getting posted under the Spam folder. Can you please disable the Anti-Spam filter for our Zoho Desk or allow us to disable it somewhere? Thanks in advance.
Anyone else having an issue with replies not showing up for hours?
A few weeks ago I started seeing a glitch, I have a ticket open but it gets fixed then comes back I have my email set up to forward customer replies to Zoho where they show up in the ticket system. Because Zoho still doesn't have VERP enabled or anything else implemented so that I can just reply back to their emails, I have to WAIT until the email shows up in the ticket system before replying. Normally, it's fast. Like seconds or minutes. About 2 weeks or so ago, it started taking hours. I screamed
Zoho Search Functionality
Hello, I have a query in relation to the search functionality. In our system, we search off a word labelled Indium. It sporadically will pull up on some tickets with Indium and other tickets it will not pull up even if Indium is in the email. So my question is, what exactly does the search function in Zoho pull off of? What is it exactly comparing it to? Thanks! Ray Darrah
Ticket Reply with Hyperlinks to a network file location.
Hello All, I am looking for a way to send a ticket reply that would include a hyperlink to a file location on our local network. Because the file location may be different for each ticket I would like to base it on one of my custom ticket fields. My thought was to create a reply template using something like: <a href="file:///\\Full Server Name\ ${Cases.URLFieldTest}> Click here for your report</a> So far the only way I have been able to get this to work is to inset the link then edit the html. This
Global and Scheduled Reports Limit
Hi, Is there a limit to the number of global and scheduled reports that I can configure? Thanks.
Chat Features and Pre-Chat
Is there any way to possibly change the fields in the chat of Zoho Desk. For example to remove the requirement of inserting the email field. or selecting between support Category before chatting?
REGISTRO CNAME
Hola Buenas tardes, no puedo acceder una vez que agrego el cname a mi cpanel. me arroja el siguiente mensaje Not Found The requested URL /support/helpge/ShowHomePage.do was not found on this server. Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
Contact address API
Hello, How do we pass the whole address in Zoho Desk Contact module via API ? Thanks for your help. Best Regards, Thierry C.
reports
Why do I see so many different numbers when trying to find how many tickets are not closed by agent?
Adding sub-section results in "Unable to process your request" message
I'm trying to add a Security sub-section to my KB, but it results in a "Unable to process your request" message popping up. If I edit an article, and try to create the sub-section that way, it reports that "This name is taken" I have a feeling I created it quite some time ago and deleted it, but can't find it in recycle bin to recover. Any suggestions? Thanks, Angus.
Remote authentication with WordPress anyone?
Has anyone come up with a unified authentication from a WordPress site (self-hosted) into Zoho Support? I've read the documentation already but can't quite figure out how to make it work. Thanks, Jeff
I made a mistake when changing my domain
I made a mistake when changing my domain name and now I can not access my site. I would like you to help me restore it.
can someone help me with these 4 issues.
i am setting up zoho desk, running into couple of issues. 1. i setup domain change to support.avigosystems.com, but when I go to the domain the SSL cert thats on the server shows that the site is unsecure. - thats not good, I do not want customers to see this. 2. when i go to my support site the support.avigosystems.com this is support site for customer. I put my logo but next to the logo on the right there is my company name listed there. I dont need my compnay name 2 times. As my logo is already
I am looking for that person who guide me for zoho Basic ?
If any one there please help me Thanks
Create ticket API integration error
I am not able to find the url destination for creating a new ticket with python through xml data. The error in python says check the parameters used. import urllib.request authtoken = '#######' OAuth="Desk.tickets.CREATE" params = {'authtoken': authtoken,'scope':'supportapi', 'xmlData':'<ticket><row no="3"><FL val="CONTACT NAME">JOHN</FL> <FL val="EMAIL">JOHN@JJ.COM</FL> <FL val="PHONE"> 555-555-5555 </FL> <FL val="SUBJECT"> NOT ABLE TO FIND CS </FL> <FL val="DESCRIPTION"> INFO NOT GIVEN ANYWHERE
Classifications for different departments
Hello, I was wondering if it is possible to display different classifications for tickets based on department. For example, we are using Zoho desk for IT and Maintenance requests. We would like to have classifications like plumbing,heating,custodial only show if the user chooses the maintenance department.
Custom ticket status' for different channels
It would be useful if we could have different ticket status' for different support desks For example, our report support might want a status to say 'report sent to formatter' but this same status would not be applicable to our IT support team
Free Edition Trial
Hi, How can I trial the free version features? It seems, unlike say CRM, I can't downgrade from the trial to the free version. I am just trying it out and getting my head around the features but I would rather do this with the free version being the edition we will be using. Thanks, James
Get ticket by number returns empty
Hello , As said in the subject, I try to get a ticket by entering its number in parameters. Everything goes well but Postman tells me that there is no content (204 - No Content). Bug or Help ? s/shot attached. Best Regards, Thierry C.
Change Company/SLA on Ticket according to Domain email comes from
If I have an email come in from user1@company.com or user2@company.com or any user from that domain - I want the ticket to change to the Account name and activate the SLA I have assigned to that account so the ticket times starts as soon as it arrives. I know I can assign contacts to an account and that links them but if I have a company with hundreds of users, that's not a practical option. I couldn't find a way to do it with a rule or workflow - I couldn't see how to use a wildcard i.e *@company.com.
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