Constant Issues
Is anyone else having issues? I am constantly getting these errors randomly. I must close the browser, wait a few minutes, and start over. I already had a chat with support and was told the issue was that the activity module was off, now its on and still
How to post announcement to all users in help center (and send via email)
Is there a way to post an announcement in the community and have it emailed to all users in a help center?
Zoho Desk Advanced Web Form vs Zoho Forms
1) I'm just getting started with setting up Zoho Desk. What are the advantages / disadvantages for creating forms in Zoho Forms and using them to create tickets in Zoho Desk vs just utilizing the Desk Advanced Web Form? 2) Regarding the Zoho Desk Advanced Web Form, can I include other fields for the user to complete before submitting the form? The fields currently available seem very limited. So far I'm loving Zoho but a bit overwhelmed with the variety of ways I can use the cross-over features
Zoho Desk Chat not showing up on my site
Zoho Desk Chat is not showing on my site after everything worked great, this is the code showing up on my production env (anonymized): <script>var $zoho= $zoho || {livedesk:{values:{},ready:function(){}}};var d=document;s=d.createElement("script");s.type="text/javascript";s.defer=true;s.src="https://salesiq.zoho.com/support.private/float.ls?embedname=private";t=d.getElementsByTagName("script")[0];t.parentNode.insertBefore(s,t);</script>
Zoho Desk - Customer Portal
I have a software platform where users use the mail and password to sign in. Can I add customers with the same mails and password for the user to access with in the customer portal in Zoho desk. I can update password daily. So, 1. Is there a way to add/update
How do I put a date into a custom field?
I'm trying to build a code where I need the field I created, "Created Time", and populate it with the current date whenever the ticket is created. Every time I run my code, however, I receive an error: {"errorCode":"UNPROCESSABLE_ENTITY","message":"An
Avoid reopening tickets from 'Thank you' or 'Postmaster undelivered' messages
Hi, I'm getting several tickets reopened due to customers replying with thank you follow up emails and specially from 'Postmaster undelivered' since customers originally CC'd incorect email addresses and we accidentally reply to them when replying to
Creating a task in Deluge like in a workflow
Hello, I'm wondering if it's possible to trigger creating a task within a custom function, but basing it on a template like in a normal workflow? The problem with sticking to workflow creating my tasks is that it just doesn't care about duplicating, and
Ticket Reply Assistant ZIA Dutch
Hello, I activated the Ticket Reply Assistant today. A nice functionality of ZIA. Unfortunately this is only working for tickets in English. When will Zia be available in other languages? ChatGPT is already able to deliver that. Regards, Jasper
ZohoDesk outgoing emails blocked by SpamCop
Some outgoing messages being rejected as junk mail because ZD mail is blocked by SpamCop's filter This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is
Knowledge Base Accordion elements in HTML
I am wanting to build up a user guide in your knowledge base using articles. I would like to use collapsible sections (accordions) elements in my pages to make the reading better. I have used Bootstrap Accordion before or looking for other types of Java Script I could embed in the HTML editor of articles. Is this possible?... any advanced plugins or other I can use to make more rich content in my articles?
Desk API - what is the correct way to associate a new ticket to an account.
We are trying to automate the creation of tickets that are linked directly to an accountId Some background. When we onboard a new customer, we create their new account in Zoho Desk that contains all of the company details for that customer, and we link
API to get Spam Tickets.
Currently the result of Ticket Search API does not include spam tickets. Is there any params or filters need to be added for Ticket Search API to list spam tickets or Is there any another API that lists spam tickets? Please provide the API details.
Flutter - Unable to SHow Create Ticket
Hi Team, I have initialized the Zoho ASAP SDK by calling the ZohodeskPortalApikit.initializeSDK() function. Now when I try to show the create ticket using the ZohodeskPortalSubmitTicket.show() I'm getting the below error. Unable to start activity ComponentInfo{com.xxxx.dev/com.zoho.desk.asap.common.activities.ZDPBaseActivity}:
Workflows/scripts/custom functions stopped working after deactivation of the admin user who created them
Hi there, one of our admins left the company, so I had to deactivate his user. Sadly, this results in chaos, because nearly all of the workflows, scripts and functions he created in Desk, Analytics and Flow stopped working. We changed the neccessary connections
Is it possible to notify a non-ticket owner agent (who has previously also replied to a ticket) when a user sends a response?
User (our customer) sends a support request in. An agent replies - an automatically becomes the ticket owner. Another agent also replies The user replies A notification is sent BUT only to the owner agent. Can the user response notification ALSO be sent
Knowledge base and Dropbox
I am trying to embed a video saved in Dropbox using a public link, but I keep getting the below message.
Agent on Holday
Is it possible that if an Agent is on holiday, that tickets can be temporarily assigned or something similar to another agent or Team? So the Agent would amend a setting somewhere or mark himself on holiday somewhere and the reassignment or notification
API trigger when image is received over an email
Hello, Can API be triggered once an image is received from a customer on Zoho and change a ticket owner ?
How to customise Authorisation Request email
How do I access the template for the authorisation request section in blueprints ? When the email comes through it has no styling at all and could be mistaken for a phishing email Where can I change this as I can't find it in the Template section
Zoho Desk Auto Response to Outside of Business Hours ticket
Hi I am trying to automate response to requests that are coming in over the weekends and outside of the regular work hours of 9 to 17:00. I have tried using the Work flow Rules but the criteria for time requires date and time to be specific, which I do want to avoid. Same thing happens when I try to add the weekend response as well. Is there a way to add auto response to a ticket (comes in either via e-mail or web form) that would include a message that the request is out side of office hours?
Flag/Set Mail as private afterwards
Hi! Is it possible to flag or set a Mail after sending/receiving for example from an internal conversation to private to hide it in the help center. If this is not possible, why is this not possible. Sometimes it is necessary to flag/set an Mail to public,
Scheduled Reports missing charts
I've scheduled a report in my Zoho Desk application. While looking at the report from a browser, it has the chart at the top and the supporting data underneath it. When I schedule the report and email it as a PDF, the report is missing the chart at the
Zoho Desk - Account Owner bulk trasfer
Hi guys, I have a Customer Success Manager who is leaving his job, i recruite a new CSM to replace him, On the old CSM agent , there are roughly 200 accounts (the clients he was managing), i want to bulk transfer the whole accounts from his account ownership
Lookup field to be visible in help centre
I'm building an internal helpdesk and want end users to be able to select their Line Manager from a lookup to the Contacts module.... I can create the module, but can't get it to be visisble in the Help Centre How can I do this ?
"ROUTE_TO" function not working when the user is in the context of "All Departments"
Hi, I'm trying to load my extension side panel automatically when the agent navigates to a ticket, using the background widget. I'm using the following code: ZOHODESK.invoke("ROUTE_TO" , { entity : "extension", location : "desk.ticket.detail.lefttab",
Integrating Two-Way SMS Conversations via Twilio with Zoho Desk and Linking to Tickets
I am looking to integrate two-way SMS conversations into Zoho Desk using Twilio. My objective is to enable our support agents to send and receive SMS messages directly within Zoho Desk, with all SMS communications linked to the corresponding tickets.
Secondary email and ticket associates
If a contact has a primary and secondary email under the Zoho desk accounts, do tickets get associated with them regardless of which email address they come in as? I was thinking of setting a contact primary email as: no-reply@example.com secondary email
Importing Ticket data to Spreadsheet
Hi ALL, Please share the easiest way to create a template for google sheets where the field are auto updated from ZOHO desk . The field from zoho desk that would need to be updated are "open tickets" "Closed tickets" Below is the sample.
Ticket View grouping
Morning, Is there a way to group tickets based on status? Thanks Rudy
SMS Integration
I'd like to add SMS capabilities for workflows on ticket escalations and internal notifications. there are a few different options. Any feedback on SMS people are using or what this community would recommend? We have Zoho One and are hoping to not add
Auto-assignment of tickets based on CRM account owners in Zoho Desk
Hi, I want to automatically assign tickets to specific support agents based on a clients CRM owner. So in Zoho CRM, each account has an owner (accountmanager). Each accountmanager has its own specific support agent. I want that when a contactperson of
How to add ticket creator field in new ticket layout
Hi, I want to add a field with 'Created by' which contains the name of the person who created the ticket. Is there a default field containing this data or should I create this field?
How to add Ticket Creator field in new ticket layout
Hi, I couldn't find how to add Ticket Creator field. To be clear, I need to see Ticket creator name and Team she/he belongs to. Also this fields should fill automatically when agent opens new ticket. This is very necessary information for our company.
Agents can create a single quote at the end of the month for all of a customer's tickets
I would need to create a single quote containing all closed tickets for a single customer at the end of the month, what do you suggest I do?
Require Attachment in Ticket
Hi: We have certain requests that we require an attachment. We have a web form which includes an Attachment field, however that is the only field that we can't mark as Required. Since the GUI/WYSIWYG doesn't have the required checkbox, I thought of an
Deprecation of Basic Authentication in Exchange Online
Hi, We've been made aware that MS will deprecate the use of the basic authentication with M O365. When this happens, we won't be able to use the SMTP settings in Zoho Desk, as this requires authentication by credentials. Are there any plans to enhance
Schedule KB Articles
Hello! I was wondering if it was possible to schedule KB articles to publish on our help center. Our team has new features that are released periodically and it would be helpful to schedule the publishing of those articles instead of having to manually
Ticket not refreshing when comments added via custom function
I have a custom function in Zoho Desk that triggers on a field update workflow which is working well, however the ticket does not reliably refresh to show changes. In particular, I am adding a comment to the ticket thread to show important information
Enable Templates in Zoho Desk to allow attachments
Currently Zoho CRM templates allow attachments to be added to those templates and when used, emails from these templates contain those attachments. IN Zoho DESK, there is currently NO way to add an attachment to a template. This seems bizarre. Please let me know if I'm just not seeing it. If there really is no way to do this, can you please create functionality to do so? We would like our emails that go out to client upon ticket creation to contain a one page PDF attachment...
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