Adding Custom fields to Account
I do not use Zoho CRM but Salesforce. I'd like to categorize my tickets as Standard account tickets or Executive account tickets, that level depends on each account Account (I do have this info from the Salesforce synch). But I do not see anywhere in Zoho Desk Account section the possibility of adding such information as a field I can then filter. Is there a way to create a custom filed for the Account where I can assign that status level? If so could I get this info directly from SF? I've seen
Allow Shading of Private Notes to Distinguish them from Public Threads
I really love how Zoho Desk handles email threading, but it can get really hard to distinguish threads from one another after a ticket has been live for a while. For example, you can forward a thread over to another internal member to ask a question and
Notify Followed List when Community Forum Topic Status Changes
When a user adds a feature request to a forum and follows the topic, the user should be notified by email when the status of the topic changes. For example, a feature may get released on a sprint and I go through and mark the sprint items as released/solved.
Total 37 Tickets on Zoho Desk but getting only 16 while fetching from API
On the Zoho Desk App (https://desk.zoho.in/support), in total there are 37 Tickets for a particular user. But when we try to fetch those tickets via API, we receive only a few results in response. Please find the details of the API used to fetch tickets
Zoho Desk KB display permissions update
hi all, i’m editing kb articles and I’ve noticed that the display permission is now missing ‘agents only’ Is there a setting that controls this? I’ve got a lot of adops-only facing documentation in the KB that can be easily misunderstood or misconstrued
Link Desk Tickets To Desk Community Idea and bug Posts
BACKGROUND: We are a SaaS Company that sells an online solution to businesses, that business has multiple employees, all of the employees of the business has an account with our online solution and are created as Desk users in zoho desk in order to open
ticket creation from emails forwarded by agents
Wouldn't it be great if we could forward an email message to the Zoho dropbox and have Zoho Support recognize the original sender and CC's and create a request on behalf of the customer? In our office, sometimes customers send requests to the agent's
Metric Related doubts in Get ticket metrics API
Get ticket metrics API provides metrics such as firstResponseTime and totalResponseTime What is the difference between them? API Referred: https://desk.zoho.com/DeskAPIDocument#Tickets#Tickets_Getticketmetrics
Creating a ticket from different accounts simultaneously
Hi team, We provide b2b technical support and we have a specific client which is a Business group so their IT Analyst are going to send us tickets from 4 different accounts. The problem is that some of these tickets are issues that occur in the 4 accounts
How to Create Products in Knowledge Base
How do i create product categories with pictures like in the below image?
Zoho Support Widgets configurations
Is there any way to pre-populate fields in feedback widget? Is there any support for custom fields in feedback widget? In advance form can we add two inputs in same line? Advance form is not working, getting error on submitting :- Uncaught ReferenceError:
Users vs Light Agents
Hi, I've only recently purchased a few Professional Agent licences for my team, however, I'm struggling to see how best to create users/agents for certain use-cases Use Case 1 - Full Agent (access all Accounts), no problems other than cost Use Case 2-
Zoho desk constantly showing error message in Safari
Specs: macOS Big Sur, Safari 14.0.3 Issue: During normal usage of Zoho Desk the error message "Something went wrong while connecting to Zoho Desk. Please allow cookies and refresh the page. If the problem persists, contact us at `support email at zohodesk`."
Parent-child Ticketing Extension
Hi guys, Do you have any idea on how we can track the parent-child tickets relationship in a dashboard or in a list? I figured out that this extension creates a new column ''Associated Type'' but i am wondering if is it possible to create a ''Parent ID''
Static Report API
I want to access report from: Analytics -> Reports -> Response Time... Is there any api for this...
Deprecating the departmentIds query parameter
If you use the "List Products" API to fetch a list of products from your help desk portal, this announcement is for you. This is to inform you that we've decided to permanently deprecate the departmentIds param from both requests and responses presented
Change in the nomenclature of the tickets
Hi, I have a big problem with a bug. Several times, after sorting and closing some tickets, the titles of these same tickets change to just one of the words used in the nomenclature of the ticket. I would like a quick solution to this, as it is causing
How to set up a second help center?
Hello, We're building a new product thaT will require a separate help centre. How do I go about setting it up? and does that impact the pricing? Cheers
Email addresses with a hypen can't add password after HelpCenter Invitation
Hi ZohoDesk, I think there is an an issue where a customer has an email address that contains a hyphen. For example richardtest-helpcenter@thisisanexampleemail.com can log a call fine but when they get an Invite and accept the invite and are asked to
URGENT Problem with Archived views and duplicate tickets
Hi, as you can see from the screen below (and the video in attachments) i've a trouble with archived ticket I'm at page 301-350 and there's the TICKET ID #8981 But if i open the next page 351-400 i've the same TICKET ID #8981 This thing happens for
Import contacts with multiple accounts
Hi, We have contacts with multiple account. I understand after importing, we can associate the contact to multiple accounts but i am asking if we can import contacts with multiple accounts already assigned? Thanks
View for tickets that need a response
I noticed that there is currently a view for "customer responded tickets". I can't seem to figure out how to create a custom view like this. Is there a way to filter for tickets where the customer had the last response? Ideally, I'd like to create a view for my team that displays tickets awaiting a response from the assignee.
Zoho Desk - Knowledge Base Analytics
I see the 'Popular Articles' component that shows who's created articles, and which seems poorly titled. I see 'Article Insights' which provides up to 30 days of helpful likes and dislikes. Are there any other ways to show data regarding knowledge base
Drop down list in web forms
Hello, Is it possible to add custom drop-down lists in web forms (like a list of locations or products)? Or can we only put in text only fields? Thank you. Keith
Zoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
Error using Copy and paste of a picture and Text into a ticket/comment from an email?
I have a customer who has emailed a request directly to one of my Support Agents and we're trying to figure out if there is a way to copy & paste text & an image(s) all at the same time into a comment on an existing or new ticket. Currently when he tries
User reports
Hello, Is it possible to create reports or dashboards in the end-user portal where the user can see the time spend on tickets for example? This way the customers can always see a real-time number of hours spend on tickets instead of waiting on a report
Incoherent values in views
Hello, I noticed that in my views in Zoho there are incoherent values appearing in several of them, can you tell if this is some kind of temporary error?
Control Panel section in Help Center
Hi community, I was wondering what's the goal of the section ''Control Panel'' in the user profile: In wich way can we use this section? Thank you!!!
Suscription status when adding a ticket
Hi Community, We have a field that give us the information about the suscription status of the account (e.g. active, unpaid). If the end user belongs to an unpaid account, they wont be able to register a ticket. Being said this, when we add a ticket
Quisiera saber como configurar WhatsApp
Buena tarde, Ya tengo acceso a la beta cerrada de whatsApp pero al intentar configurarlo y aceptar los terminos. No realiza nada. Me pueden ayudar.
Change subject after reply (two ticket systems)
Good day, we have the problem that we have partly on the other side also a ticket system (so no single person) and this of course also needs a ticket number in the subject. So we have the following workflow: 1. we open a ticket 2. email goes to the other
Custom Functions fail, user_not_in_org
Hello Zoho, We are using Zoho Desk for our helpdesk. Recently, we terminated a number of licences, including the original user who set up our zoho account. This has led to an issue with all our custom functions that use the OrgId parameter in Zoho Desk.
Ticket Layout confusion with Portal View
Hi ZohoDesk, I don't find the Ticket Layout configuration very intuitive and was wondering if I am doing something wrong or there is a better way of doing this. Once I have a Ticket Layout set up, I can choose to have those fields available in the Portal
Ticket not savable when field is hidden
Hi, if a ticket is solved we must enter a resolution. I know that the resolution field is treated different than the other text fields, therefore it is difficult to check/validate if a resolution is added. Our current workflow is the following. We have
Switch from SupportCenter Plus to Zoho Desk
Hi, Is there a migration path form SupportCenter Plus to Zoho Desk? Best Regards, jerry_3105
Where do I edit the "Welcome to [portal name]" message
I am looking for a way to edit the "Welcome to" part of the message that is seen on the landing page (ex: https://help.zoho.com/portal/en/home). When I use the French interface, it doesn't make sense... I want to change it from "Bienvenue chez" to" Bienvenue au". Thanks!
Using Zoho Desk as a Customer of Zoho for getting Support from Zoho
This is being activated for several people in our company, but is not working as per our expectation. We wanted all cases relating to our company to be visible to all stakeholders in the company. Currently, they can only view their own tickets. Please
Zoho Helpcenter - SAML Auth - Map Display Name and Username
Hello, i connected the Helpcenter Authentification with SAML and it works so far. But we want to map The Username and Display Name fields with SAML Attributes so that the Username/Displayname should be retrieve from our IDP when the User is created. But we can't find any documentation about that. Actually the Display Name and Username are automaticaly generated from the Email Address. Thanks in advance.
Controlling the order of events in a blueprint
I have a blueprint that send an email (from a template in zoho desk) to the user. The template uses the value from a custom field that is set during save via a workflow rule, also in the blueprint (both are in the "After" section of the transition)
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