New Zoho Support UI - Unable to move a ticket to another department when editing a ticket.
I see that we have a move ticket options under the three dots and selecting move. However, If you edit a ticket you can see the department. But you are unable to change the department in ticket edit mode. Just wanted to let you know. Thomas
Spam contacts in CRM from Desk
Hello, We use the integration between Zoho Desk and Zoho CRM. According to this integration the contacts from Zoho Desk clients sync to Zoho CRM. Unfortunately the integration has one major issue: Contacts created from Desk in CRM have no Lead Source. This is a major issue because: 1) Spam contacts are also created in CRM, and CRM is now full of this shitty emails. 2) Those contacts sync with Zoho Campaings and they (a) bounce, and (b) we pay for them because the tarif plans of Zoho Campaings depends
You cannot create tickets for spam contact
Hi, I am trying to create the ticket on user's behav. However, once I am typing an email address of that person, the system is showing me following error msg: You cannot create tickets for spam contact How can I remove that specific email addres from "spam contact" and how can I manage the 'spam contact' list? Many thanks, Z
ZOHO DESK - FEATURE REQUEST: Response Time SLA Trigger for CALLS
I would like to submit a feature request to have Zoho Desk provide first response and response times for tickets where our response to a client is a PHONE CALL that is logged with the ticket, instead of email. This is extremely useful and important for businesses that provide most of their support via phone call like our large business. You can link this to calls logged in each ticket as an ACTIVITY. Please, please, please add this feature!!! I asked Zoho Desk support and you currently do not
403 Error on request from .net project
I have a problem when calling this API "https://desk.zoho.com/api/v1/organizations" with a valid "Zoho-oauthtoken 1000.xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" token passed in the authorization header I get a 403 forbidden error. When calling this from Postman with the same token (header="Authorization: Zoho-oauthtoken 1000.xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" ) it works ok. This is the code fragment which get executed: var httpWebRequest = (HttpWebRequest)WebRequest.Create(url); ttpWebRequest.Method = "GET";
Unassign tickets
Hi we have multiple agents working on our tickets. We would like that tickets remain unassigned no matter who answers them or at least be visible to all agents. This way if an agent is away and a customer replies to their ticket, we'll be able to reply to this customer anyway. Is there an option for this? Thanks
Time Spent Reports/Dashboard
Hi, I would like to create reports or dashboards so I can see where time is being spent by Agents, but also by customer, and by categories created with custom views. I would like to be able to get an overview of day, week, month, year but be able to drill down if need to look into cases that have taken a large amount of time etc. Does this functionality already exist? A dashboard would be great but a report would do, currently getting a bit lost in the custom setup
Enhancement to Agent-/Team-Related Permissions and Corresponding API Changes
When it comes to data security, it is not just the personal information of customers that must be kept secure and confidential. Your agents' personal information is equally important too. The more personal information you collect, the higher the risk of the information getting exposed or falling into the wrong hands. Therefore, establishing robust data security measures to safeguard the agent information stored in your help desk is critical. To that end, we are excited to introduce a more granular
Is there a way to set a Default Layout in the Help Center/Customer Portal?
Is there a way to set a Default Layout in the Help Center/Customer Portal? I know customers can update that themselves if they want, but I'd like to set a default. I don't like how the form is on the right with all that empty space to the left. I'd like the actual form to be on the left and the "sidebar" to be on the right by default. See attached images
Dependencies between Parent and child field
Good afternoon all, I have an issue, I want to create a dependencies between two fields. It work only for one services. When I want to create the same dependencies for the other services I can select the first field in "parent field" but then the second field is not available in "child field". How can I make it available? Thanks in advance for your help. Regards,
Notify agents that a new ticket has not been responded to after a certain amount of time
In attempts to keep our first response times low I would like to setup a notification through the Zoho Desk notifications or Slack channel (once that feature is available) if a new support ticket has not been responded to after 30 minutes to notify the agents that there is a ticket awaiting a response. I've seen that there's a way to notify of all incoming tickets but I only want to notify if a ticket sits for 30 minutes without a response. Is there a way to do this?
Using time entered in DESK to create invoices.
I am attempting to use the time which has been entered in Zoho Desk to create an Invoice within Zoho Invoice. I have searched and cannot seem to find the information on how to create an Invoice from desk time entries. Can I please be pointed to the instructions or work throughs for this.
Possible to share tickets between two Desk setups?
We source some of our hardware via a distributor, who handles all warranty claims for those products. It turns out they are also using Desk for their own tickets. Since we both use Desk, is there some way we can pass a ticket along from our Desk to theirs? For example, if one of our customers makes a warranty claim to us but it involves their product, can we send them the customer's ticket instead of filling another out ourselves?
Final Reminder about API Deprecation
Dear Zoho Desk users, This is the final reminder about the deprecation of our old APIs. About 11 months ago, we announced that our XML/JSON APIs will be deprecated and we informed you all to switch to the new REST APIs as quickly as possible. In later announcements, we also mentioned that integration tasks in custom functions must also be modified as part of this API transition. The sunset date we mentioned in our announcements - August 17th, 2019 - is just 10 days away. After this date, the old
Zohodesk Copy Paste issue
Hi Team, When we paste some table from excel or Onenote to zohodesk tickets earlier tables used to copy proper without any issue. Now when we paste tables its assuming as image. Please suggest a solution for this.
Using Classic Theme - Add New Ticket button in Header is too small
Hi, For our business, our tickets are called "Service Request Tickets." I'm using the Classic theme and I like the little thumbnail/button that says "Add New Service Request Ticket" in the header. The problem is that it cuts out our phrase at "Add new Service Requ..." Can you please help me customize the CSS/HTML to make this button wider? I want our whole phrase to display. Please see attached image.
File upload to Ticket api not working
Hi, I am trying to use the upload api (https://accounts.zoho.com/api/v1/uploads) to upload a file, so that I can attache it to zoho ticket. But this upload api always returns status_code = 405 message, event though the HTTP status code is 200 OK. Let me know what is the issue. I have attached the image about how I am calling the api through postman.
we have created a ticket in python but we cannot view the ticket in zoho desk
To use email as archive only, no action required
I have a mail box which we need to add to ZOHO desk. The given mail only have auto update with a simple attachment for reference. The agent should be able to access these attached or mail for reference and can be forwarded.
Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.
Error while creating a ticket
'{"errorCode":"URL_NOT_FOUND","message":"The URL you requested could not be found."}\n' Request not successful,Response code 401 Response : b'{"errorCode":"UNAUTHORIZED","message":"You are not authenticated to perfom this operation."}\n'
Integración Elastix 2.4
¿Existe algun problema de compatibilidad? actuamente ocupo la distribucion 2.4 de Elastix
SAML Vs. Remote Authentication for SSO
Hi I'm trying to better understand which SSO authentication method I should use and would really appreciate the help from someone more knowledgeable than me. I am trying to have the customer portal be accessed with credentials (login/password) that they have on my existing wordpress website. BUT if they don't have a username/password on our website, I want them to be able to use the "Sign Up" Feature in the Zoho Desk customer Portal. I already have Zoho Desk on my subdomain. Which Authentication
Is It Possible to Make the New Ticket Form Have Multiple Columns for the Customer Portal
Hi, Currently, when users go to the Help Center and enter a new ticket, the form has all the questions/field listed in one column. This looks very sloppy. Is there any way to put two fields next to each other on the same line and essentially create two columns? I would anticipate one field to have name and another to have phone number for example and have those two fields to be next to each other where it looks cleaner than having these wide fields take the entire width and be below/above each other.
Zoho Support - Video Tutorials / Training?
Hi: I cannot find any video tutorials / training for Support Representatives. Are there any on YouTube or somewhere that I missed? Are there any recommended user training tools? Thanks for your help, Mark
We are not able to create ticket with API in Zoho Desk
Hello Team, We are using woocommerce and would like to create ticket in zoho desk once new order is received in woocommerce. We tried out two types of integration solutions to achieve the above workaround. 1) Zapier Problem: The problem is with "contactId" field, if we do select existing ZohoDesk customers from dropdown then ticket is created successfully but it won't work if we are taking billing email as custom field from woocommerce webhook by selecting option "Use a Custom Value (advanced)" Error:
Change CSS And HTML code of New Ticket Form
Can we customized new ticket form. I would like to change CSS so the form can fitted into the full screen mode. Can we change CSS???
List/catalog of variables which can be used in email templates
Is there any List or a catalog with all or the most common variables for email templates or snippets etc.? Something like: ${Cases.Request Id}, ${User.First Name}, ${User.Last Name}, etc. Regards
Need help on how to create a ticket via the API - I keep getting an error?
{ "errorCode": "BAD_REQUEST", "message": "Bad Request." }
Creating an automated Employee Termination process/workflow/checklist
Hi folks, I am relatively new to Zoho Desk administration, but have been digging in hard for about 3 weeks now. One of the first problems I have come across is how to transport an employee termination process from our old ticket system to a similar method in Zoho Desk. I will try to explain as simply as possible. A representative from Human Resources fills out the new ticket form, and chooses "Employee Termination" from the "Issue Category" picklist I added to the IT department's Ticket Layout. Once
New Ticket button not appearing in multi-branded portal
We have one "main" Help Center and a secondary standalone Help Center (because we don't want the second form on the same URL). We are using the "Elegant" template, and we haven't made any changes outside of minor text edits. On the main center there is an Add Ticket button on the right, like this: But on our other page, the button doesn't appear: It appears fine on a ticket's page after you have successfully made one, but it still won't appear on the list page even once there are tickets present.
Pasting screenshots to Community
Hi! Are you planning to add mentioned feature someday? We really miss that and many users don't want to use the Community module bacause of that :/
Sitemap for Desk
Hello; I have been looking in the documentation and forums and couldn't find an answer. Is there a sitemap that is created for our Desk account? If there is a sitemap created, is that sitemap submitted to Google? If a sitemap is not created, what do most Desk accounts use to create one for themselves? Thanks
Request to remove the [## XXXX ###] from subject replies
Hello support, I was trying to edit the template for the REPLY ALL from ZohoDesk to the customer subject line. Here are good examples of similar complaints: https://help.zoho.com/portal/community/topic/edit-the-reply-template In this tread it said to email So what we are seeing is we can edit the template of just about anything except Subject line replies to Customer. For example, when the customer sends a ticket they get the automated reply with [XM #123] Your ticket has been created -- OR WHATEVER
Improvements to Zoho Desk's Social Module
Leveraging social media as a support channel has been a challenge for companies large and small. Owing to its high engagement levels, the number of people taking to social media to voice their concerns has been on a steady rise. In response, brands are becoming more aware and strengthening their social support strategies to ensure quicker responses and timely action. At Zoho Desk, we have always recognized the value of social media as a support channel. Over time we've made improvements to our
Desk pages cannot able to access after subdomain mapping
Hi, After a successful DNS verification via Cloudflare, now it seems to be the pages are not accessible. All pages under desk were showing 403 Forbidden with a unsecure url. After few minutes the error message changed to "The page isn’t redirecting properly".
Issues with notification emails going as Spam email
Hi Team, Issues with notification emails going as Spam email please resolve my issue on urgent basis. Thanks, Shamsher Kushwaha
Domain Mapping Issue
I have a serious issue from Zoho Support. I somehow go the domain mapping incorrectly and now I can not log-in my account. How to I undo the problem? I get this message. 404 Not Found The server can not find the requested page: www.support.amtechsystems.com.pk/support/amtechsyshelp/ShowHomePage.do (port 443) Please forward this error screen to www.support.amtechsystems.com.pk's Please help?
Possible to turn off notification to agents when a new ticket arrives in a particular department?
To explain a little why we want this: We get automatic alert messages to our support email about the state of our product's servers (when they are down or experiencing a fault, for example). We want them to be in Desk so the information is readily accessible, so we created a department for them, but we don't really want to be getting the email notification every time they arrive. Is there a way to turn that off? We only want it turned off for one department. The notification settings that we can
Ability to Re-order Assignment rules?
I've created Assignment rules that I believe trigger in order of how they are listed - is that correct? Is there a way to re-order those rules and move 1 above another?
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