How can I search the knowledge base using the API?
Hi, I want to search the knowledge base using the API. How can I do that? I didn't see any API to get knowledge records or to search them. Thanks Eyal
Please implement Variable envelope return path (VERP)
VERP is a standard industry practice. https://en.wikipedia.org/wiki/Variable_envelope_return_path It has been around for a long time and many places use it. Including your competitors. With VERP, you can use the sender email address to incorporate the ticket ID association so that the end user (customer) doesn't have to worry about the subject line. Also, it allows me (the CSR/etc) to reply directly to the email, and then my reply would go to Zoho, get logged, and then my reply routed to the intended
Basic Integration with either CRM or Invoice = Zoho Customer Portal
Basic Integration with either CRM or Invoice. Support is an extension of Customer Relation Management, right? Some free open source CRM have this feature included already and call it Customer Portal. It does not have to be an extensive show-case of all inside client information. But it can at least contain/enable basic info such as: Client name Client ID Order ID Quotation number Invoice number Dates Attachments Amounts Payments+ ticketing, KB, FAQ etc as a supplement. Not all companies deal with
Web form not working
What is the best way to troubleshoot a web form not working. Have crated page & posted code to our DNN site. Nothing happens, no confirmation message, nothing
Customize Customer Portal based on Customer Type
I would like to change the ticket form and the articles shown in the knowledgebase depending on the Contact Type or Contact Group. That is we group our contacts in distributors and general public. I want to show a different Ticket Form and different Articles (or departments) based on the category they belong to. Is that possible?
How to stop conflict between duplicate names?
Whenever I go to create ticket, if there is a customer with the identical name already logged onto the system, it will not allow me to change their email address etc until I use a different name. How can i change this?
Two-Way Sync on Custom Fields
Hi There, We use both CRM and Helpdesk. We have some custom fields created in CRM for software version installed and a few others. Ideally we would like to have the ability to view and update this field within Helpdesk. Is there a way to do this?
Unable to login to zoho desk
Users that cleared their cache this morning are unable to login to zoho desk, I am able to login but the chat feature to talk to support in bottom right is gone and submitting a support ticket just spins on https://help.zoho.com/portal/newticket . Users get the screen attached in the pic when they try to login.
How can I attach/upload document file in zoho ticket module using zoho desk api?
Please provide me zoho desk api link for uploading a file in ticket module of zoho support system.
Reports Overview Broken
Hello, I have attached and highlighted the issue that we are having accross our business. It seems in the overview of reports it does not display the number of open, overdue or unassigned tickets. How would I go about fixing this? Many Thanks Nicholas
How to send multiple case for insert, update and delete records on zoho desk through API
I am able to insert or delete record one by one using API,please provide the sample code to send multiple records at same time, as per your documentations we can send 100 insert,update at same time. FYI · To optimize your API usage, get maximum 200 records with each request and insert, update or delete maximum 100 records with each request. For example: In the Free Edition, if you use the getRecords method, you can fetch a maximum of 200 records per request, in turn, a total of 50,000 records per
Mark Spam with mobile application
Hello I cannot find the option to mark as spam tickets in the mobile application. Please help Thanks Mariano
Zoho Desk (Self-Service Portal) - Access Rights
Hi, How can we restrict write access to tickets that do not belong to a user? E.g. XYZ company has A and B contacts Ticket 1 - Created by A Ticket 2 - Created by B Either A or B can Read-Only all the tickets created under XYZ company, only ticket owner/creator has "Close Ticket" rights to his/her own ticket. Is there such a feature in Zoho Desk Professional edition now? Thank you Maureen
About CRM and DESK integration
Hi, The company I work for is traying to decide if we are going to get Zoho. To do so, we need to know how the integration between those 2 systems work regarding USERS PERMITS. Are DESK USERS allowed to see and modify ALL information in CRM? (quotes, pricing, sales opportunities, etc.) Or they just see contact information (and previous tickets at DESK)? If they see and modify all information, is there a way to RESTRICT the actions DESK USERS can perform in CRM? Let me explain a bit better: The
auto email an agent when a ticket comes in
We are on the free version of desk and i wondered if there was a way to alert just one agent when a ticket is created? I don't what to alert all agents, and i don't want to auto assign it to an agent (although that is in the paid for version anyway) Because we have very few tickets the person responsible for checking often forgets, and so an email prompt when a ticket arrives would be fantastic. I've tried setting it up under excalate, so that if a ticket is not responded to an agent gets alerted,
Disable All Tickets Option
Hi , Is is possible to disable All Tickets options from View option for certain agents Thanks Namo Chhalani
'Unable to connect to messaging server' - 'Saving draft failed' - Can't reply, reply all, forward or save drafts when operating on tickets.
'Unable to connect to messaging server' - 'Saving draft failed' - Can't reply, reply all, forward or save drafts when operating on tickets since Friday around noon eastern time. None of our support agents are able to operate normally on tickets right now. On every ticket that existed before around noon on Friday, on the latest post there is a message that states 'file content is not available' We can't reply/reply all/forward/save drafts or attach files. It just reloads the page when you click an
API Question : add message to thread from customer
Hello Is there an API to add a message to a thread from a customer (not from support) ? We found https://support.zoho.com/api/xml/cases/reply? that works only from support. Thanks ! JP
Notification e-mails taking too long on Zoho Desk
Hello, We are getting set up with Zoho Desk. Mostly it's working very well. However, we have noticed that e-mails generated by Zoho Desk seem to be sent in different ways and there is a dramatic difference in the time it takes for those e-mails to arrive. E-mails sent to agents seem to be fast. So are e-mails sent to contacts using 'Reply All'. But we'd like to use public comments as our main way of responding to a customer. We have set up a suitable e-mail template and enabled the associated
Open Tickets on Left Panel
How do I disable (as in completely remove it) the left panel that displays other open tickets when viewing a ticket. Most of the time when I am trying to move back to my open ticket platform, this panel keeps popping up over and over again and it is so in the way. I do not want to pin it either as it takes up too much of my screen space.
API addrecords: Can I send ticket # generated in the response sent back ?
Hi Guys, When I try to create a ticket in Zoho using addrecords API, the ticket is being created and below is the response.xml we get. <?xml version="1.0" encoding="UTF-8" ?><response uri="/api/xml/requests/addrecords"><result><responsecode>2001</responsecode><responsedata><Cases><fl val="Status">Record(s) added successfully</fl><fl val="Time">2017-06-07 16:13:53</fl><record no="1"><id>1235446564564645546</id><info><![CDATA[Test Ticket 2]]></info></record></Cases></responsedata></result></response>
Timesheet Report Adding Customer Information
Good morning, Is there a way to add the Customer information to the time sheet report? I know that if you hover over the subject it will show you who you talked with but it doesn't show customer name on the printed report. We would like to group the time sheet report by customer and total hours associated with the customer. Thank you, Bobbi Jo Broyles
Auto close tickets after delay
We have several monitoring services that report to our support email when there is an issue. Many times we just want to be aware of it but it does not require any action on our part. So, I'm trying to setup Desk to auto close the ticket if it was not assigned to rep after 4 hours but I'm not having any success. Here's what I have: Automate > Supervise Active Rule: "Delay Close Notification Tickets" 1 Basic Information Name: Delay Close Notification Tickets Active: Checked Business
Major Design Issue With Zoho Desk & Phone
So at the heart of zoho desk is the ability for a support person or team to manage and track customer interactions to provide great customer support as efficiently as possible. However, the current user interface for the phone integration within zoho desk has a major design flaw which hampers reps ability to provide great support and be efficient. Currently, the phone is a div within the current zoho desk browser window and session. Once a rep answers a phone call THEY CANNOT USE DESK ANYMORE
Removing organization name from header?
This should be easy, but I'm going crazy trying to find the answer: How do we "turn off" the company name in the header to just show the logo? https://support.airstreamed.com/portal/home
Form of initial ticket submission affects ticket structure, merging
I don't know why this hasn't been brought up before (not that I saw at least) but there is what I consider to be a pretty major oversight in the way tickets are initially created. If a customer opens up a ticket via email, everything is fine. The text of their ticket goes into a normal reply that can be merged and retained. If a customer opens up a ticket via the "Submit a ticket" tab on the web, the text of their ticket goes into the "Description" section. In fact, the Submit a Ticket window calls
Api addrecords module cannot insert Ticket Owner
Hello, I'm trying insert a new ticket using the addrecord api and define a Ticket Owner to it. I'm able to create the ticket but when I set the owner in the xml like this <fl val="Ticket Owner">agente name</fl> or <fl val="Ticket Owner">agente@email.address</fl> Zoho Desk creates the ticket but set is as unsigned. Can you guys please help me?
Zoho Desk Page
Hello! I can login my Zoho account but it's impossible to access Desk. The page never finishes loading. I've tried in Chrome, Safari and Firefox but nothing happens. Thank you!
New Zoho Program
How can I switch to the old version of Zoho? I highly dislike the new version.
Reorder list of Community Forums
Is there any way to do this? In Setup>Channels>Community Forum>Forums it seems I can "grab" a forum, and beneath the Forum name it then says " javascript:; ", but the black barred circle indicates that I can't "place" it anywhere else.
Unable to save custom function script
Hi Are you having issues with the script editor in zoho desk? I have a custom function code that worked fine previously, and now it does not recognize sentences like these: myHeader=map(); myHeader.put("content", "value"); myHeader=Collection(); myHeader.insert("content", "value"); According to your new editor should work, sometimes it saves it, sometimes it does not. It is painfully to edit it. The snippets shown are only part of a larger code. Thanks.
Zoho Desk is create email when somebody CC the support email
when my client CC to my support email, zoho desk will create a ticket for every CC in that thread, how i avoid this. Thank you
New UI - display messages and comments as before
Hello, Is there anyway to change the layout of the 'Ticket View' so that the messages are above and the comments are below as per the old interface? We used to leave useful comments for other techs in the comments section and made a point of always checking this area. Now it has moved to a different page the workflow is messed up and I'm worried we are going to miss things within our team. Regards James
Time-based Rule
Hello, I'm trying to set up some email alerts using the Time-Based actions in the Supervise Automation section. I'd like to be able to send alerts by email after 48 hours from change the status, punctually when the status is 090 - Waiting for client information, then other alert by email after 96 hours I've tried to set this up by making an alert to send but I'm not getting any email notifications coming through. I accept ideas to help me implement these reminders Attach my actual configuration
Moving to the new Zoho Desk
Last November, we released Zoho Desk to businesses across the world. The response has been tremendous. We've nearly doubled the number of new customers added (mostly through word of mouth). Over 80% of all users have adopted Zoho Desk, and many of them continue to give us feedback regularly. We have since worked on some new capabilities and improved some existing functionality. All of these have been built for the new Zoho Desk experience. Over the next two months, we will gradually move all our
Attachments not downloading
Hi there, Since yesterday my attachments are not opening, it says there is an error. Please can someone from zoho update us as to when this is going to be fixed.
Sync between Zoho Support and Zoho Reports?
Hi, I'd like to run reports on Zoho Support tickets within Zoho Reports. Will this be possible soon? -- If you need any help with this or anything else related to Zoho, check out www.nuanced.it or email me at jeremy.nagel@nuanced.it
Getting all department names
Hi, I'm curious. I saw "department/getalldepartments" which returns all active departments under a given portal. However, I don't see any documentation for it. Is it safe to use to query all department names? Any issues?
Problem with button transalation
Hello, I have translated all my email to french. In the preview everything is fine, but not when the client receive the email. Thank you,
How can i stop an agent from receiving notifications off business hours? (app or email).
Hi, How can i stop an agent from receiving notifications off business hours? (app or email). Possibly add a auto respons to the customer during this time. Best, Albert
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