Email notifications not being sent
We turned on email notifications in the Notification Rules for the customer to receive an email when we receive a new request but no email is ever received by the customer. Is there something else that needs to be done? Our default department works fine
Create Ticket from a form
Hello, I'm developer for small apps on Mobile and Desktop. Currently i'm trying to integrate as support Zoho Desk. Everything works well with mail support. I'm looking for a solution for the Desktop App in order to create a ticket when the user completes
Max Date Range Validation for Date Fields
Hello, I would like to create the following: A StartDate field and an EndDate field, the maximum date selection should be between 4 weeks. It should not be possible to select more than 4 weeks. For example: A user selects January 1st as the StartDate
Dynamic whitelisted domains for Zohodesk
I am creating an extension for Zohodesk. In that, I need to add dynamic whitelisted domains. But unfortunately, I couldn't make it. So kindly do the needful.
Direct assignments route tickets to specific layouts so you don't lose any field values
When using direct assignment, the tickets will always be redirected to the default layout of the department. It would be very nice to select to WHICH LAYOUT you would redirect the ticket, so when the ticket is created with custom fields with information
Need help making a report and possibly a dashboard about First Response
I would love a dashboard that showed how our first response time is on average, and the number of first responses within SLA per agent in another chart.
Widgets
How i can change the ticket category in widgets , the available only is the My ticket stats ?? I want to change it to another one.
Open Ticket reminder to customer
I want to use the supervise rules, I think, in order to send out reminders to customers with open tickets saying something like - "You have an open ticket, we hope it has been resolved. If wee don't hear from you within 2 days we will close the ticket".
Auto sorting tickets into folders/views
Hi. I've tried looking for a solution to my question, but haven't found anything that quite answers what I'm trying to do. It's possible that it's not possible. See below... Info: Is there a way to have tickets go into folders/inboxes/views based on rules,
Script to add value to a ticket's multi-select field if it is not already there
Here's the scenario: Ticket layout has a multi-select field cf_resources_used with these options available as a start: L3, Cloud, Specialist. Its purpose is to help us track the resource(s) we consult with on a ticket. To consult with a resource, the
How do I reference a custom Desk field in a PUT statement
This works for any OOTB Desk field I try, such as "priority": resourceMap = map(); resourceMap.put("priority","Low"); zoho.desk.update(ORGID, "tickets",TicketID,resourceMap); But it doesn't work if I use this or any other custom field: resourceMap.put("cf_resources_used","L3");
Does Load Balancing (Ticket Assignment) includes the number of closed tickets for the day?
Hi, Just want to see if the load-based assignment counts the number of tickets closed by the agent for the day? Or does it only count the current open tickets the agent has?
Zoho Desk : Reports - Tickets count metrics not getting the total # in a day
Is there a workaround to get a final count of a ticket in a day regardless it was escalated aand move to other department per say that a ticket was escalated to a different team. Also if its on hold and moved to different department, the first dept. address
Accounts
Hello! Can you confirm how we are supposed to be using 'Accounts'? I read the help like its supposed to be a company/organization not individual user accounts. However, when we check it appears with test users and our accounts. So that's how we are going
Zoho desk ticket unassignment notification
When a ticket is assigned to a person in charge, the system can send a notification, but is it possible to send a notification when the ticket is no longer assigned?
Zoho desk mail channel
Zoho desk can create tickets from routes such as web and mail, but is it possible to disable only the mail route?
Hide "Search In Help Center" seach bar when user is not logged in to the customer portal
When a customer goes to our customer portal and are not yet signed in, they see in the header the search bar. Unfortunately, if they are not signed it, they can't click on it or search it, so there should be no reason why it displays. It just takes up
open reply mail message in new window
Hello, Is it possible to open the email reply section in a new window instead of integrated to Desk? Thanks!
Workflow field update overwriting value instead of adding value
Hi, I have two workflows which are triggered when a ticket is created: 1) when the ticket description contains the word 'ziek', it should update the field 'Category' with the value 'Ziekmelding' 2) when the ticket description contains the word 'geld',
NEW SEARCH FEATURE
I must say Zoho is one of the best platform in reaching out to users and making the most out of the many great features embedded in the software. But I must say there's something very important lacking in it. Ability to search and find users using features
Add an account for the customer service
Hello Sir, I am the business owner and I want to add an agent for the handling the Zoho Desk. Currently zoho understands me as an agent, however I just want to be the admin of the account. Thanks and Regards, Bhavana Sahukar
Zoho desk not working
We are using Zoho desk for last two years temporarily it’s stop working. Is any one at Qatar facing same issues
Zohodesk - is there a way to update change a CLOSED ticket date when a ticket was left open by mistake?
Is there a way to change the CLOSED ticket date on a ticket that was actually completed but the agent forgot to close it?
Creating Contacts for Tickets
Hello,I'm trying to find a workflow for creating new customer tickets using just their email addresses. I was able to do so using curl commands, but ran into some issues concerning the contactId. This field is required for tickets, which means that I have to create a contact first. Also, I'm not sure why there is an email field in tickets in the first place. In order to create a new contact, there's the POST api/v1/contacts API. However, I found out that I can create multiple contacts with the same
Aprobaciones
Hola buena tarde, sabrán cómo realizar aprobaciones sin necesidad de asignar el departamento a la persona o como poder ocultar los tickets de su visualización pero que pueda aprobar realizar las aprobaciones?
custom layouts
hi. during preparing new layout can we manage more attributes in one page without scrooling down and up?
show tickets issue
is it possible to show more attributes without scrooling down and up
Sort on ticket number not working anymore
Hi all, From time to time i open the default 'all open ticket' list. Until last week i was able to sort the list on ticket number. Now, the little icon 'arrow down' isn't shown anymore so it's impossible to sort the list on ticket number. We can select
opening wrong tickets after selecting ticket from list shown when search is used
Hi all, We are experiencing the following issue: When we enter one or more words in the 'Search' entry box, a list pops up showing related tickets. When we select an entry from this pop-up list, a wrong ticket is shown. It seems like the url linked to
Cas d'utilisation Bot (Sales IQ) et Desk "Conversation guidée"
Les 2 fonctionnalités semblent largement se chevaucher ; Quand et Pourquoi utiliser le Bot de Sales IQ ou la Conversation guidée de Desk ?? J'ai vu aussi ASAP et pas bien compris comment tous ces modules foncctionnaient
´´Send Email Reply´´ action does not work when the message body contains placeholders.
Hi Community, I am working on a workflow where the Customer contact is notified via email when their ticket status goes On Hold. To do that, I chose the Send Email Reply action, and the minute I add a placeholder, the workflow does not work and the ticket´s
[Critical] Massive delays with e-mail
It takes half an hour or longer for emails to arrive or replies to go out! Another thing I have noticed with outgoing e-mails is that I see an error message when I click on "Show original" (tab "HEADER"). If I click on the "CONTENT" tab, the mail body
Not able to run the extension in the local server
Hi team, Encountering an issue while developing a Zoho Desk extension. After enabling Developer mode, I'm unable to load the extension locally, and the error message reads: "Unable to load your extension. Please check your plugin-manifest or Resources.json."
Forwarding of E-mails Received at Desk
Hi Community, How can I automatically forward emails sent to @****.zohodesk.com to Zoho TeamInbox from the Desk feature? I would be happy to hear your good ideas.
Change Ticket Status on Reply
Is it possible to change ticket status on reply? I would like to be able to change the ticket status automatically from "Open" to "Awaiting Customer Response" when one of my agents responds to an email via the interface.
Permissions to allow Agent to export to csv from Zoho Desk Analytics
We have a need for agents in our zoho desk application to export tickets to csv. The csv option is greyed out. Where do i go to enable this feature for various roles or for the whole departmnet
Agent no longer getting notifications
One of our agents has lost the notification feature, last notification was back in Nov 2023. Is there a way to subscribe back to getting the notifications again? Last notification message was Nov of 2023 and no more new notification has come in since
Query Regarding Email Notifications from Zoho Mail Community
Dear Zoho Mail Support Team, I hope this message finds you well. I am an avid user of Zoho Mail and an active member of the Zoho Mail community. I appreciate the updates and discussions that I receive via email related to new topics and replies within
Displaying Guided conversation and Chat on help portal
Hi Team, is it possible to enable guided conversations and chat in the help portal? both of their floating button occupies the lower right part of the screen
False ticket creation
i created a ticket using API in my app under a contact with his contactID, and it was created under a different contact in my zoho desk, how is it possible?
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