Zoho Desk non esclude l'orario non lavorativo
Our static or customised Report, total resolution time, and also the sla , Zoho Desk doesn't exclude the no business time: Our business time is 9.00 am - 6.00 pm. We have already opened another request three weeks ago (without solutions) because also
Zoho Desk Views
Is there any way to adjust the views available in the help center?
Implementing ASAP on site with Content Security Policy headers
Has anyone tried implementing ASAP or Live Chat on a site with a decent CSP header? I can't seem to get it to work. I came this far: header("Content-Security-Policy: default-src 'self' https://*.websitemachine.nl https://*.zoho.eu wss://*.zohopublic.eu
Cannot verify "from" email
I cannot seem to be able to verify the "from email". I get an error every time: https://www.dropbox.com/s/gwnqat8z7p6lwch/Screenshot%202020-01-19%2015.30.14.png?dl=0
Product List in Desk - sync with CRM
Hi, I have Product Sync enabled in Desk with CRM. I have selected only certain products from a view I have created in CRM which is what I would like synchronised. However, all products from CRM are showing in the Product field in Desk. Some products are
Customize forum status
Hi there, It would be great if we can customize the forum status (just like ticket status). Kind regards. Helen
Filter to Prevent Automatic Response When Email is from a Specific Address
Hello, Is it possible to create a filter or rule that if an inquiry is sent from a specific email address, an automatic response will not be sent? Sometimes I send a message to support from ZOHO BUG TRACKER, and I do not want to receive an automatic reply
Filtering Spam Inquiries from Facebook
Hello, Recently, we have been receiving numerous spam inquiries from Facebook, falsely claiming to represent others and threatening us with supposed rights violations and the like. The issue is that these messages come from different profiles each time.
Activating a Rule When a Specific Agent Responds in Zoho Desk
Hello, I am inquiring if it's possible to create a rule in Zoho Desk that activates only when a specific agent responds. For example: if agent X responds, can the ticket be set to UNASSIGN? Thank you for your assistance.
Unable to Switch to 'Table View' in Zoho
Good Morning, This issue just started happening today. But when i initally logged into Zoho, mt default view was in 'Table View' and would not load the page no matter what I tried. What I tired to remedy the issue: Cleared cache and cookies (Chrome) Tried
Unable to bulk update tickets - INVALID_DATA /fieldName
Hi, I'm having issues trying to bulk-update tickets using the API. I'm trying to update the contact owning the records, therefore I'm trying to change the "contactId" value for a given list of tickets. Here's the request I sent and its body (values have
Starting From Scratch
I took over the service desk that uses zoho desk, I notice that there are lots of tickets that are garbage which affects the overall ticket metrics such as average response time and 1st response time. Is there a way to start from clean slate like a reset
Using Zoho Desk Knowledge Base to present a Known Bugs List to Customers
Hello All, Does anyone have experience with using zoho Desks Knowledge base to provide portal users with a place to see a list of known bugs? We are a SaaS Company and we sell our clients access to a web based application, naturally, we find bugs/issues
See last login or activity date from Agent
Hi, is there the possibility to list all agents by their last login or last activity? We plan to roll out zoho for 70+ people including our subsidiaries and we want to check on regularity basis if an agent is active or not. Is this possible and how can
How to do JWT authentication for non-zoho user?
Hello, I would like to use Zoho desk full support with chat, knowledge base, My Tickets and Create tickets types. As per documentation, it says using "Anonymous" user only submit ticket, can not view ticket history. So we have tried with JWT authentication
Regarding Desk and Zoho Books integration
I have the Zoho Desk and Zoho Books integration turned on. I use both extensively. But I don't think the Integration between the two does what I want it to do. Currently, from Zoho Desk, within a ticket, you can create a new Invoice in Books. That is
parent-child ticket API
Hi all, is there an API to connect tickets as parent-child? I wasn't able to find it in the docs. thanks!
Native feature - parent child ticketing
Hi all, I think I don't need to elaborate on why the Parent-Child Ticketing extension is not really usable. I think we all agree on that :D (Parent ID/Link not available in reports, not available in Ticket Table View, not available in Zoho Analytics,
Access relationship information (parentId, childId list) [Parent-child Ticketing Extension for Zoho Desk]
Hello, we are using the official Zoho extension Parent-child Ticketing and were very surprised that it is not possible to access the data. In my opinion, it is an essential requirement to be able to access the link information. However, you can only see
Is it possible to link requests?
I am currently evaluating Zoho Support. In order to resolve our Customer Support requests, we need to be able to communicate with 3rd parties - such as partner organisations or suppliers. These communications need to be: - recorded in the helpdesk system,
How to link or relate tickets?
How to link two or more tickets with the same resolution?
Mass response from Parent ticket
Good Afternoon, I am highly anticipating the release of the Parent Child Ticket extension for African users. As this extension would be extremely beneficial for our service desk in the linking of child tickets to the main parent ticket. If you consider
Parent ticket or Case
We have a gateway, that if down, will affect different clients. I am wondering is there a way to group or classify tickets based upon a particular centralised or common issue. They should all be resolved once the root cause problem (Gateway restored for
Linking Tickets
Hello, within our organization we often receive email quotes request from our customers/end users. We then take that information and send out email request to several different service providers ( all different email chains). is there a way to link the
Further linking from child ticket is not possible
You are not presented with any linking options when you want to link a child ticket to another ticket ( I have realized that you are calling a relation between 2 child tickets as "peer child tickets" ). The button at the bottom of the sidebar reads as
Parent-Child Ticketing: Additional Link Type request
We require at least a 2. type of link ( 3. type if you count "Parent" and "Child" as 2 different linkage types) between tickets which doesn't force you to set one of the tickets as the "Parent" and the others as "Child"s. Sometimes we can receive tickets
The Parent-Child linkage gets broken on re-cloned tickets
Our agents sometimes do create clone tickets from already cloned ones. On such occasions the re-cloned ticket doesn't show any linked tickets on the "Parent-Child Ticketing" sidebar but the "Associated Type" field still includes the original tickets linkage
Merged/Deleted linked tickets are not being deleted from the Parent/Child extension list
The mouse pointer turns into a "Not Available" icon but it's hard to notice this change and also even if you notice it then the message is not clear. I've tried to understand what was going on a few times before realizing it. The link to the old ticket
Get parent element ID [Parent-child Ticketing Extension for Zoho Desk]
Hello, we would like to use the Parent-child Ticketing Extension for Zoho Desk but apparently there is no way to get the parent element. Of course you can see in the ticket detail view to which parent element a certain ticket is assigned but that's where
Is it possible to automatically link tickets between departments via any of the automation features?
For example is it possible to define an action which sets an association between the 2 tickets when we forward a ticket to another department. I have checked the blueprint transition actions, custom functions etc and I can see that "Associate Type" is
Linking tickets
The ability to link tickets, having one being the master ticket and others being child tickets would be awesome. Last week we had some issues that affected customers in different ways, but was all related to the same thing. Grouping them would be very helpful.
SLA - Stop Email Notification
After establishing SLA Rules for tickets, I am receiving an email notice for each ticket if the agent does not respond within 2 hours. Is there a way to only receive notifications through feed or something similar, rather than receiving an email alert
Rule and Custom Function Help
Hoping to get some help on my idea with our ticket creation. We currently have our own support email that receives numerous requests from end users. There are certain requests that I will be forwarding to our Zoho Desk email and a ticket is automatically
helpdesk invite emails are not getting through
I am trying to register to the helpdesk for my trial account (rivery) in the helpdesk settings, i unchecked the "Moderate customer sign-ups in the Help Center" So the user i create should get invite email once i create it however - the invite emails are
Zoho Help desk down
Hi support team, May we ask for estimated up time for Zoho help desk portals? One of our departments that has a separate help portal is not up Please see the screenshot of error below for reference Tried to check on your status page however it seems this
Is there a script to remove/hide Department field from new ticket form and default to our default Department?
We have two departments that handle tickets. BatchMaster and Product Management. BatchMaster is the default and the only department where new tickets should be submitted. Tickets transferred to Product Management should be visible in Help Center but we
Changing agent-availability per department
I'm looking for a way to manage "online/offline" agent-availibility on a per-department basis. We have agents who are members of multiple departments, and we need a way to quickly and efficiently include/exclude them from round-robins. I read an article
Opening the Right Pane Automatically
Hi all, I'm finding that I can use the UI ROUTE_TO method to open the left panel widget, but not the right "Marketplace" panel. Is this a bug, is it by design, or am I doing something wrong? // This works ZOHODESK.invoke("ROUTE_TO" , { entity : "extension",
How to retrieve details of current page from widget?
Hi, Does anyone know if there's a way to retrieve the details of the user's current page from a background widget (or any other for that matter)? When user navigates to a page, I want to check what type of page it is (e.g. ticket detail) and then decide
End User support for Customer Portal Export
We have had requests from end users to be able to export their tickets from the customer portal. It would be great if you could implement a feature that allows the end user to export their tickets. And if they have visibility to all tickets in their organization
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