Regarding authorization process
I am using Zoho desk api. I am making the authorization process. I got the response code but when I sent it to token URL its show error "invalid client" and say its wrong url. https://accounts.zoho.com/oauth/v2/token?code=1000.890fdd50adcf053b77cedb42f7a758b2.7c8b6dc1644c16ba2fae5991de57d825&grant_type=authorization_code&client_id=1000.3E6C4HZSFLFQ615860IUB1EZAUEGLV&client_secret=ba5c285dcf5e6d4ec8dc35953e2d8725a7ee5e6b48&redirect_uri=https://cordcomtechnologies.com/UVN_Webhook_Work/zohodesk_webhook.php&scope=Desk.tickets.READ,Desk.basic.READ&state=-5466400890088961855
Bybrand For Zoho Desk Now Support Multi-DC
Hi community, Nine months ago, we launched Bybrand's integration with Zoho Desk, which made it easier for support managers to create and manage HTML email signatures for company agents. We made an important update on Bybrand with the help of the Zoho support team (Zoho Cares). You can now use Bybrand in Multi DC. What does that mean? Zoho Desk customers using the Europe and India Data Center will be able to use Bybrand, now. US - https://www.zohoapis.com/ (previously only) Europe - https://www.zohoapis.eu/
Is it possible to display custom defined fields on the contact card ?
We want to see some of the custom defined fields on our contact cards. I couldn't find any way to make them visible on the contact card. Could you please help us on how to make them visible? What I mean with the contact card can be seen on the below image.
How to configuar JWT auth for zoho desk ASAP in android ?
I am want to setup zoho desk sdk in my android application But problem occurred in JWT authentication part in sdk From the documentation For setup jwt auth i setups jwt endpoint based on this docs https://help.zoho.com/portal/kb/articles/jwt-for-authenticating-users-in-the-asap-add-ons#How_does_a_JWT_work . The actual problem at not fully explained documentation at https://www.zoho.com/desk/developers/asap/mobile-sdk/android/authenticating-users-in-the-sdk.html#android_authenticating_users_in_the_sdk
Need help on how to add a support ticket via the API - I keep getting an error?
HI, I'm trying to add a support ticket using cURL via the API but I keep getting the following error 1001Unable to process your request. Please verify whether you have entered proper method name,parameter and parameter values. I have the code below. I'm sure I'm doing something wrong but the API documentation is really light in terms of examples and details.Am I messing up the XML? (I've removed the auth code and portal names form the code below) //Initialize connection $ch = curl_init('https://desk.zoho.com/api/xml/requests/addrecords?');
Integrate App with external portal user table
Hello! We are developing an external application for integration with Zoho Desk. We want to use as the user access table the same external portal user table for tickets. How can we access this Zoho Desk table to create users and log in through integration with the external third party application? We want to use the user table as backend only
Zoho Desk - Domain Mapping - https
How do I enable https:// after successfully mapping my domain(s)? Thanks, Paul
Ability to edit community topics permalinks
Please add option on desk community component area under action or somewhere else to modify each topics permalinks. Currently we can do it for Knowledge Base articles, rather than KB i see its important to community Even we post something ourselves, to avoid that problem always we have to write short title and post it first for get short permalink and again edit then complete the topic however that's not familiar task for public users so usually we see too much long links and its uncomfortable to
Excluir Portal Help Desk
I created two portals for me desk.zoho.com and now I want to delete them. How do i do this? T
Please add FULL TREAD placeholder to templates
Hi Zoho We get informed about tickets resolution using notifications. I receive a notification that contains ${Cases.Recent Thread Content}. 1) You have a bug with it. Not always it contains the real recent thread content. It may contain the last but one. It seems that I am the only one who uses it since you have not fixed this over the last 3 years. 2) Please add a new placeholder - Full Tread. Because this is actually what we need. This is the major issue we have with Zoho Desk after switching
Ability to view or open multiple tickets at the same time
We are the "middleman" in our industry and we work between customer and client. Often times, we are multi-tasking and need to have multiple tickets open at once. I would love for Desk to be able to allow users to view OR open multiple tickets at one time. This feature is available in Zendesk but we are moving to Zoho so we are hoping we will be able to do the same multi-tasking.
Edit Client "My Information" fields.
Hi when a client goes to the client portal and signs in, then say wants to edit their information ("My Information") . is it possible to add extra fields to allow them to update say address, phone numbers etc that feeds back into their record in Desk (and then to the CRM.) I have searched at length but cant seem to find this Kevin
Locked out of Zoho Desk (domain mapping)
I applied the incorrect url in the domain mapping and now locked out of our ZohoDesk account. We have no accesss to ZohoDesk log in credentials or UI. How do I gain access? Can you fix this please?
Re- Alphabetize Ticket Fields
We have a ticket field called "sub-category." Sometimes it's necessary to add new options to the picklist. For agents, the new options are alphabetized correctly in the list. However, in the customer portal, the new options appear at the bottom even after using the "sort alphabetically" tool in "Edit Layout." Do you have any suggestions on how I can alphabetize the fields with new additions?
Auto Assign Ticket to Agent
Good day, is there a way to auto-assign a ticket to an agent once the the agent starts working on the ticket or response to the ticket. Thanks Rudy
Not able to map my domain to Zoho Help Center domain
Hi, We have followed all the processes for mapping our domain to Zoho's helpcenter domain, but we are constantly getting Forbidden 403 error when opening the mapped URL. Would need Zoho's intervention to help resolve the issue. Thanks!
Doesn't display closed ticket
I have for testing purposed 1 open and 1 closed ticket. The system doesn't show the closed ticket when i select the view for closed tickets. In the display 'ALL TICKETS' it counts the ticket, it sais '2 tickets' but it shows only one... Could someone check?
Turn off spam control
Could you please turn off spam control for my account? Support requests from my website will come into spam is i sent in the senders e-mail adres. Kind regards.
ASAP vs Live Chat
Wondering if we should use ASAP or Live Chat. I'm a little confused why both products are offered. Does anyone have any guidance? Some background, we want authenticated users of our SaaS product to be able to live chat with us and easily access KB. Additionally, we want something like Intercom for our public facing website to engage viewers and convert them into leads.
iFrame code in knowledgebase articles
Yesterday while working on a knowledgebase article I attempted to insert an article from our user guide so that I wouldn't have to recreate the content and then have two places to keep it updated. It would be super helpful if you would allow the use of iframes in knowledgebase articles - we have a separate user guide that houses a lot of the same content and for obvious reasons, being able to show the same content in a knowledge base article would be super helpful. Thank you for your consideration!
Modifying Integration Tasks as Part of API Transition
As we had stated in this announcement, our old XML APIs have now been fully deprecated and we are almost near the sunset date (August 17, 2019) for those APIs. This post is to inform you about a modification that you would need to make as part of transitioning to our new REST APIs. If you have used integration tasks in any of your custom functions, please treat this post as a high priority. Earlier, the following integration tasks used XML APIs: zoho.support.create zoho.support.getRecords zoho.support.updateRecord
Domain Mapping
Hi I'm new to ZOHO Desk and trying to map domain to my company's domain. I have completed the pre-requisite configuration on my DNS and added a CNAME record and pointed it to the one mentioned in ZOHO's documentation. When I try to add it into my ZOHO Desk configuration it never moves to the step # 2 and shows following message "Make sure you've mapped the CNAME entry and linked it to desk.cs.zohohost.eu on your domain hosting site." It has already been round 24 hours since I made the change on
Getting the ID of a team from its name
Hi, Is it possible, in a Deluge function, to have access to the ID number and detailed information of a team based on its name, in the same way that the searchRecords method already makes it possible for other modules ?
Desk API - getting ticket by ticket number
Using the Desk API - How would I go about searching for a specific ticket - no matter what department - and display the ticket number and the subject of the ticket? For instance if I had a search box on my website and I entered 71245 I would want it to return #71245 - Do you offer internet service in my area ^ Ticket Number - ^ Subject of ticket.
Images are showing on preview but not loading on KB site
Images are showing on the preview and edit mode for the KB but if any user go to the support site the KB articles does not load images, just show the links. Links are to a external site, but they are all working. Images are not hosted on Zoho Desk.
Created an Article in Zoho desk KB but , Permalink is not available for the same
I created an Article in Zoho desk's KB but , It has no option of Permalink to share with the client.
Redirect Customer Self Registration for Automated Approval
Hello, We like the self-registration feature of the Customer Help Center, however, we are curious if there is a way to redirect a new signup request to our own custom endpoint so that we can collect billing/payment info as well as getting an acknowledgement on our company's Terms of Service before completing the user registration. We are currently utilizing Zoho Desk Professional and Zoho Books Basic. Raphael Guzman
Integrating Azure insights Exceptions with Zoho Desk
Hello there, I am in the need where I want to automate the system of creating tickets in Zoho desk where there is any exception tracked in Azure application Insights. Can you please guide me through how can I accomplish this. I am explaining in detail what I am trying to accomplish here: There is application in .net MVC which is connected with application insights. Whenever there is an exception tracked by Azure insights then it should create an Ticket in Zoho desk and assign to resource ( All
Will a Zoho Support plug in be made for Zapier?
Hi, at Zapier.com I can easily integrate a number of Apps with Zoho CRM, Creator and Invoices. Will a Zap be made available for Zoho Support in the near future?
What is the limit of pick list custom fields?
I'm trying to upload a number of values on a custom pick list field I made, and past 1194 records, it gives me an "unable to " process your request" error. What's the current limit and can it be modified? I have around 2360 records I need to put in there. If it's not possible, can you give me a work around? Thank you.
Sending Response to caller in form of SMS rather than E-mail.
Hi Zoho, I have created several dependencies in my ticket layout i.e selecting a option from drop-down automatically fills other drop down column. I want that on basis of a particular drop down column when I response on ticket a KB Solution article link get delivered to the caller's mobile phone in form of SMS. Is it possible through Zoho?? EX:- Problem reported was Keypad not working and once I select the problem in ticket layout and click enter an SMS with the solution to that particular problem
Changing the Response for Article Search APIs
As part of our effort to continuously improve our APIs, we recently discovered that the responses to our article search API did not provide all vital information related to help articles. So, we have decided to enhance the API by changing the response format. The response to this API used to be presented in the following format: { "data" : [ { "summary" : "test ", "modifiedtime" : "2017-11-30T09:26:03.000Z", "viewcount" : "0", "permission" : "ALL", "id" : "5000000009361",
Zoho Desk now integrates with TeamViewer!
Imagine your agent is in contact with your customer and needs to start a remote session to solve the issue. Switching out of your help desk app just for the remote session is frustrating. Things can slow down when a regular part of your customer support process such as remote sessions is out of place. But we have good news: you can now integrate TeamViewer with Zoho Desk and hold remote sessions right from your help desk! What this integration does: Once you've integrated TeamViewer with Zoho
Want to setup a notification for agent when the ticket due time is 2 hrs
Hi, I want to setup a notification for Agents when the due time reaches 2 Hrs. I meant if the ticket's due time is 03:00 PM then both Superviser and agent receives an alert at 01:00 PM for the same that , due time is near resolve the issue ASAP.
Notification Time
When the ticket have 3 days notify the supervisor of the person that open the ticket?
Remote Authentication to Office 365 for End Users in Zoho Desk
Hi all, i have successfuly set up Office 365 for agents and set up my support page with a CNAME in my DNS registrar (https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain) Now, i'd like my end-users to log in with their "email" account (hosted in Office 365 with AAD) but i'm not able to find any hint on how to do or even if it is at least doable. i've followed this procedure below but got stuck pretty quickly... https://help.zoho.com/portal/kb/articles/setting-up-remote-authentication
Knowledgebase - Can we force the top 5 articles shown under a category?
I'm looking at migrating our KB over to Zoho. I can re-order categories, and I can re-order the articles within each category. However, on the main KB page, users see the categories with the latest 5 articles shown under each. Is there a way to override this and show 5 specific articles under a category? For example, one category is a User Guide, I'd like to have the top 5 articles be the first five articles of the user guide (instead of the last articles that I updated). Thanks Dave
Zoho Desk Integration with Avaya and Skype
Hi, can Zoho Desk integrate with these systems: Avaya On-Premise IVR Skype for Business Thanks, Farshid
Do not assign ticket number based on an email address
I have a SPAM report from my mail provider that comes each day to our support address. When it is received it automatically creates a ticket. Is there a way to specify that if an email comes from xxxxxx@domain.com do not create a ticket, just disregard or delete? I get one each day and creates 30 additional unnecessary tickets each month. Thank you, Mark
Zoho Desk Api customFields when creating ticket
Hi! I'm trying to create a ticket with customFields (i.e url) through API. It's only partially successfull because ticket is created but without customFields. Any idea why this happening?
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