Building Extensions #14: Creating widgets with the JS SDK bundle in Zoho Desk - Hooks API
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. Hello developers! In our previous post, we explained the use of the resources API and provided an example ofCopying one field to another?
Hey all, I'm just on a trial with Zoho Desk and want to copy the data from a custom field I created called "Scheduled Date" into a standard Zoho field called 'Due Date'. Does anybody know if this is possible?Access to Specific Zoho Desk layout for external parties
Hi, We have a partner who handles for us sales requests from specific markets. He is not a Zoho Desk user. But we want him to b part of a specific Zoho Desk layout to handle inquiries. How to achieve it in the easiest way possible?Zoho Desk Slow and Unresponsive
We have been using Zoho Desk as our ticketing system since 2018, mostly on Windows OSs using browsers like Chrome, Opera and Edge. In the past couple of months we have been experiencing performance issues where the UI freezes every time we need to accessSet resolution mandatory field
Hi, i have 2 questions:) : - i want to set the resolution field mandatory before close the ticket. Because for now, i can close the ticket without writing how i solve it - how can i setup zoho desk to receive ticket by email(e.g. clients sent email to support@mydomain.com) and it create a ticket in zoho deskDirect Assignment Rules not assigning correctly to designated persons
I have set up direct assignment rules for account name, written exactly as per the CRM data. But tickets are not assigned, newly incoming tickets from registered accounts remain "Un-Assigned".Want to categorize your tickets by topics as soon as an agent responds? Here's how…
We really needed to group our Zoho Desk tickets to categories to analyze them in Zoho Analytics. This custom functions does it for you. Thanks to Zoho employee John and his colleagues who gave me the idea at Zoholics 2022 in Frankfurt. This custom functionConsideration of the OnHold-Time for the calculation of the Average Resolution Time?
Hello all, under Contacts I have the option to view the "Average Resolution Time" of Contacts and Accounts. I would like to know if the hold time is taken into account? Example process: - Ticket A is created 08:00 AM - Ticket A receives status of typeRefreshing new UI for the Contacts module in the latest version of the Zoho Desk iOS mobile app
Hello, In the latest version of the Desk iOS mobile app (v 2.6.11), we have brought in a refreshing new UI for the Contacts module. Users can now add new tickets via Contacts. We have also given a gist of Contact level ticket statistics (i.e., Open, OnUpdate time entry - set invoiceId null
Hello, we have a problem, the invoicing with the zoho books integration did not work correctly! We need to remove the InvoiceId link for certain time entries, because the time entries do not belong to the correct customer for whom the invoice was created.URL's to Tickets, Attachments and Reports with Scheduled Reports
Hello, We created a scheduled report to be sent out to manager at the end of the day about the tickets that are created 'TODAY'. However we want them to be able to click to the URLs of the tickets to view or URLs of the attachment to view/download orModify popup message?
I have set a workflow to block agents from closing a ticket if there are empty fields (Ticket Type and Category). Doing so skews our reporting. However, when agents select "Close ticket" they get popups stating “Status has been successfully updated”.Creating & closing tickets with emails
We use an RMM package called Atera and are attempting to use it to automatically generate tickets when a machines/resource goes down. Generating the tickets is the simple part, but I'd like to be able to automatically close tickets if the issue resolvesIntegrateZohodesk with third party calling app
Hi, we are looking for API CTI integration to connect our SIP-based Call solution to Zohodesk. We need at minimum basic functionalities such as a contact popup on incoming calls, click-to-dial, call logging, and similar. We already have our phones andAutotranslate KB Categories in Zoho Desk Help
Hello, is it possible to autotranslate KB categories in Zoho Desk Help Center? Thank youZoho Desk Ticket Tags - Allowed Values
Hello, I tried pushing tags to a ticket through the API endpoint "Associate Tag". When I push the value "test" , it works, but when I push the value "Interesting" I get the following error message: { "response": { "statusCode": 422, "body": { "errorCode":Ticket template with layout information
Hello, I noticed the following very user-friendly behaviour. The ticket templates are only displayed for the matching layouts. This means that if I want to use a ticket template that does not use the standard layout, I have to click at least twice untilParentwindow reference error
Hello, As we cannot directly upload our extension to the Zoho desk. Firstly, we have to make a node app and upload the zip file. So, I load my third-party application in an iframe within the widget.html file. Now I want the contacts from the Zoho DeskCreating Work Orders/ Zoho Support
Is there a platform that will allow me to create work orders based off of tickets from support? If not is there anything you suggest that will help with this task?I want to automatically link tickets sent by deluge's sendmail function to customers registered in Desk.
Hello! I am trying to send an email using deluge's sendmail function. I want to automatically link a customer registered in Desk with a ticket sent using the sendmail function. I'm struggling because it seems to be difficult to use the customer's addressMore views for Help Center
The current iteration of the help center allows for viewing/sorting Open, On Hold and closed tickets. It would be nice if end users could view a combination of tickets. Perhaps make these check boxes rather than drop downs or add filters for All ticketsModify logo on exported PDF article
Hello, I have to 2 Help Center with 2 different brands. If I try to download an article from Help Center Brand #2 as a PDF file, I see the Brand #1 logo on it. Is there a way to modify or hide the logo in the pdf? Thank you AntonioNotify only specific agents when they are mentioned in a ticket or comment
Hello, By default, when an agent is mentioned in a Ticket or Comment, the agent can be notified. This setting is located in Setup > Notify > Notification Rules > Agent Notifications (section) > Mentioning in a ticket. This setting is an everyone-or-nooneChange "reply to" email address
I'm trying to find a way to change my "reply to" email address. By reply to, I mean, after a user submits a ticket i'd like my replies to come from a particular email address. Could someone point me in the right direction to se this up?Adding tags to a view
Tags doesn't appear to be added as a column in views. Is there a way this can be added without making it a custom field?Introducing My Area Ticket Filters in Help Center
Hello all, With our constant efforts we are enhancing our help center feature in a timely manner for a better customer experience. We are excited to announce that the option to filter tickets in the My Area section of the help center is officially upChange creator of a Department
Hi, we are facing an issue, that our nearly finished configured department was created by a user, which does not exist anymore. Therefore we want to change the creator of the Department. The problem is, that if a notification is sent from this department,Send an email to our internal support email address anytime a ticket is created
I'm sure this is simple and I am just missing it in the KB, but We want to set it so anytime a ticket is created it sends an email to our own support email address as a notification. I can't seem to find the setting that will allow this.Access Contact Fields from Ticket Template
Hello, I am synchronizing my CRM Contacts -> Desk Contacts so that I can have more useful templates to respond to customers. The issue is that I cannot seem to access any of the Desk Contacts information as a placeholder when I am creating the email templateerror on activate several workflows
Hello, when I try to activate several workflows one after the other, I get this error message: In the network tab in the chrome devtools I get the following response when I try to execute the action: {"errMsg":"URL_ROLLING_THROTTLES_LIMIT_EXCEEDED"} WithCreating a report to group tickets by days open
Hi there, I'm wondering if there is a way to create a report to show tickets open by a certain amount of days i.e having visibility of tickets open for 20 days, 25 days, 30 days etc. I know you can add ticket age to the report but it displays in hoursAutomation / Supervise / Time-based Rule - not sending?
My time-based rule is not sending emails as designed, please advise on what I have missed: Name: 36hr reminder Business hours: Calendar Criteria: Status / is / Awaiting Customer Hours since agent responded / is Greater Than / 36 Actions:Arrange articles in Help Center
Hello, is it possible to show the articles in the help center with a custom order? The only options I see are: Order By: oldest first/newest first Sort By: created time/modified time Thank youthe body of the email message that creates a request should become the description of the request
Since the search engine does not consider the content of the emails, if the body of the email message were to be copied into the description, that would facilitate the location of a request. Also, since most requests are created by email, it seems odd that the description box is usually empty...How to automatically approve community posts?
When a user makes a post in the community the system always asks for an approval from us first. Is it possible to disable this setting and let any registered user post freely? I can't find this option in the settings.Is there any way to make the ticket or task sidebar wider?
Is there any way to make the ticket or task sidebar wider? with the new UI, it seems that Zoho Desk has introduced Full Width/Adaptive/Focused Layout but none of these make the sidebar any wider. This is a problem for us. We have so much white space inCrating a layout for particular sention
Hi, I am using CRM Plus in organisation. And my problem is that I am creating one layout for particular section and I want to add some lookup fields to auto fill all details when I select the account or contact on when I am creating a new ticket. That'sAuto close missed phone calls outside of telephone service hours
Hey there, we only have 3 hours of telephone service on 4 days a week. I try to create a workflow or rule which auto closes tickets from calls which where outside of telephone service hours. For example i would like to auto close missed phone call ticketsDoes Zoho desk allow for paid communities?
Hi, I’m interested in software that allows me to have paid communities similar to what “Mighty Networks” does. Is this a thing here?Are agent roles mandatory?
we're a small office with only 8 Agents. I have inherited Zoho and found that we don't really need Users and Control | Permissions | Roles. Are Roles mandatory or required? What happens if I delete them? (other than moving the Agents to the top roleNext Page
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Thanksgiving is a time for gratitude, reflection, and appreciation. As we celebrate this thanksgiving, it’s important to recognize the unsung heroes of customer service—the Agents who tirelessly serve as the bridge between the organization and the customers.Introducing parent-child ticketing in Zoho Desk [Early access]
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How to add footer in the custom widget
I am creating my custom widget for ASAP integration in Moodle as i only need knowledge base and submit a ticket there in the moodle, There was some translation issue in default module widget now i found the way to create separate widget and show in theUnable to change the "credentials of login user" option when creating a connection
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,Request for Custom Script Support in Help Center
We would like to request the addition of custom script support in the Help Center, similar to the functionality provided by Zendesk. This feature would allow administrators to customize their Help Center with scripts for enhanced functionality, such asHow to add Zoho Desk ASAP to an Angular application
We are currently trying to add the Zoho ASAP widget to our Angular application. We have some questions regarding this process. What is the proper way to add the Zoho ASAP widget to an Angular application? Should we just put the embeddable script insideAnyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!
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