No redirect for old domain URL to new URL after switching portal name
Good Morning, We have two issues regarding the required portal name update and character limit. 1. In the following article it states that "Also, when anyone types in or clicks on links in the old URL, they'll be automatically redirected to the corresponding
Workflow for auto-tagging tickets based on the email address raising it
Couldn't see an option to auto-tag a ticket at all - is this possible? If so, please can someone share where I might find this option or how to go about it? TIA
Calculate response and resolution time from Ticket created time
Hi Guys, Do anyone willing to explain how this feature works for SLA? We found there is a bug when we enable this feature on SLA. Upon we enable this feature on our SLA, we updated the ticket status and the system changes the due date to the last year's
Date validation on custom date field
We have a field in our Time Entry layout that we use to track the actual date work was performed on a ticket in situations where the ticket record was updated after the actual work was done. We would like to have a check each time the Time Entry is created,
Can i hide certain categories from the users but not the Agents?
Hi ZohoDesk, I am currently adding some Categories>Sub Categories to our Ticket Layout so that Agents can categorise on a finer technical level. For example I'd like the customers to see a list of options that make sense to a front end user. Lets say
how to create customer portal in zoho desk ?
how to create customer portal in zoho desk ?
Product IDs for Multiple Products Returns Same Product_ID When Exporting
I have added a handful of Products in Zoho Desk, each with a unique name. For example, Product 1, Product 2, Product 3. When exporting to excel, each record is stored as the same Product_ID. My goal is to update old tickets to apply product name using
Are items removed from Categories retained in older calls?
Hi ZohoDesk, We have calls that will have older versions of software that aren't available or supported any more. What happens if I remove these Categories for these items from the ticket layouts, is the data kept in existing calls? Is this the same
Export kB Article to PDF?
Hello everyone, Previously, we used to have the feature to export a created kB article directly to a PDF file. For some reason, I am not seeing that option anymore after publishing a new kB article for my users. Was this feature taken away? Or was it
Switching to the new help center domain URL
If you have been using the Help Center without mapping your subdomain (for example, support.mycompany.com) to the default domain, this article is for you. When you sign up to use Zoho Desk, your help center's default address is a Zoho Desk subdomain,
Updates from JIRA appearing twice
Hi, I'm having a bit of a problem with our JIRA (v8.6.0 On-Premise) integration. I've just reconfigured this after a server move at our end and every time a JIRA issue is update it appears as 2 identical comments in Zoho Desk... I've included screenshots
Auto Translation of KB
The Auto translate looks very positive for most documents. However, does Zoho have any way to tag a section of text in the KB to tell the translator to skip during the translation process? Example : An English KB that lists some paths on a mac like :
CRM and Desk Sync
Hi - I am trying to sync products across Zoho Desk and Zoho CRM (two-way). The list of products in Desk differs from the list of products in CRM.The two platforms (Desk and CRM) are linked and currently pull in customer account information without issue
Import data with zoho IDs
Hello, I want to import data to desk (create tickets) and have some problems. Problem 1 In my file I have the specific ID for the related ticket data: Contact Owner Asignee ... How can I use the ID? Problem 2 I need a specific creation time, how can I
Ability to modify an idea reporter
A lot of our clients are still very fond of talking to us over the phone or via email. We try as hard as we can to funnel them towards the idea portal to submit their improvement requests so that we can give them visibility and interact with the entire
A new feature in the Setup page is not being highlighted
I've just found out that you've added a new section called "Privacy Settings" under the "Data Administration" section and there is a feature called "Data Subject Requests (DSR)" under it. It wasn't highlighted under the "Setup" page but I was able to
Moving Reports Between Departments
It would be nice to move reports between departments. I just created a bunch of reports department agnostic (account/contact) and then realized I did it in a department that is more isolated than the other departments.
SSO using keycloak not working
HI I used this link: https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/setting-up-saml-single-signon-for-help-center#Keycloak_IDP In my application, I and using keycloak as the identity provider, and I want to
Associating Multiple Tickets To A Forum Post
Hi, everyone! Thank you all, heartily, for posting feature and enhancement requests across all modules on the community forums. We are grateful for your synergy, support, and suggestions right from the get-go. After much deliberation, we have decided
Closing Zoho Desk ASAP widget is not very intuitive
I have added the Zoho Desk ASAP widget to my SaaS app. Based on my user testing (using PageSense), I can see that the users are often struggling to figure out how to close the widget once it has been opened. There are two related problems here. 1 Most
Adding Custom fields to Account
I do not use Zoho CRM but Salesforce. I'd like to categorize my tickets as Standard account tickets or Executive account tickets, that level depends on each account Account (I do have this info from the Salesforce synch). But I do not see anywhere in Zoho Desk Account section the possibility of adding such information as a field I can then filter. Is there a way to create a custom filed for the Account where I can assign that status level? If so could I get this info directly from SF? I've seen
Zoho Desk KB display permissions update
hi all, i’m editing kb articles and I’ve noticed that the display permission is now missing ‘agents only’ Is there a setting that controls this? I’ve got a lot of adops-only facing documentation in the KB that can be easily misunderstood or misconstrued
Link Desk Tickets To Desk Community Idea and bug Posts
BACKGROUND: We are a SaaS Company that sells an online solution to businesses, that business has multiple employees, all of the employees of the business has an account with our online solution and are created as Desk users in zoho desk in order to open
Zoho Support Widgets configurations
Is there any way to pre-populate fields in feedback widget? Is there any support for custom fields in feedback widget? In advance form can we add two inputs in same line? Advance form is not working, getting error on submitting :- Uncaught ReferenceError:
Users vs Light Agents
Hi, I've only recently purchased a few Professional Agent licences for my team, however, I'm struggling to see how best to create users/agents for certain use-cases Use Case 1 - Full Agent (access all Accounts), no problems other than cost Use Case 2-
Zoho desk constantly showing error message in Safari
Specs: macOS Big Sur, Safari 14.0.3 Issue: During normal usage of Zoho Desk the error message "Something went wrong while connecting to Zoho Desk. Please allow cookies and refresh the page. If the problem persists, contact us at `support email at zohodesk`."
Static Report API
I want to access report from: Analytics -> Reports -> Response Time... Is there any api for this...
Change in the nomenclature of the tickets
Hi, I have a big problem with a bug. Several times, after sorting and closing some tickets, the titles of these same tickets change to just one of the words used in the nomenclature of the ticket. I would like a quick solution to this, as it is causing
Zoho Desk - Knowledge Base Analytics
I see the 'Popular Articles' component that shows who's created articles, and which seems poorly titled. I see 'Article Insights' which provides up to 30 days of helpful likes and dislikes. Are there any other ways to show data regarding knowledge base
Zoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
Incoherent values in views
Hello, I noticed that in my views in Zoho there are incoherent values appearing in several of them, can you tell if this is some kind of temporary error?
Change subject after reply (two ticket systems)
Good day, we have the problem that we have partly on the other side also a ticket system (so no single person) and this of course also needs a ticket number in the subject. So we have the following workflow: 1. we open a ticket 2. email goes to the other
Ticket not savable when field is hidden
Hi, if a ticket is solved we must enter a resolution. I know that the resolution field is treated different than the other text fields, therefore it is difficult to check/validate if a resolution is added. Our current workflow is the following. We have
Where do I edit the "Welcome to [portal name]" message
I am looking for a way to edit the "Welcome to" part of the message that is seen on the landing page (ex: https://help.zoho.com/portal/en/home). When I use the French interface, it doesn't make sense... I want to change it from "Bienvenue chez" to" Bienvenue au". Thanks!
Zoho Helpcenter - SAML Auth - Map Display Name and Username
Hello, i connected the Helpcenter Authentification with SAML and it works so far. But we want to map The Username and Display Name fields with SAML Attributes so that the Username/Displayname should be retrieve from our IDP when the User is created. But we can't find any documentation about that. Actually the Display Name and Username are automaticaly generated from the Email Address. Thanks in advance.
Controlling the order of events in a blueprint
I have a blueprint that send an email (from a template in zoho desk) to the user. The template uses the value from a custom field that is set during save via a workflow rule, also in the blueprint (both are in the "After" section of the transition)
How to handle big attachments in Zoho Desk
Hi, in our daily business it can be, that we have to deal with files bigger than 20 MB. Is there a easy way to implement Zoho Workdrive or OneDrive in Zoho Desk and give the end customer without big effort the possibility to upload their files. E.g. if
How to set the Font, size and color default while replying to the tickets?
I prefer to set Font- Verdana, Size-10, Color- Black in all of my replies. However every time when I reply to a ticket, all the three aspects are changed to something else and I have to manually set the Font, color and size before sending replies. Why
RingCentral SMS Integration for Zoho Desk
RingCentral SMS Integration for Zoho Desk Extension Link: https://marketplace.zoho.com/app/desk/ringcentralsms-integration-for-zoho-desk Enable SMS communication between support agents and end-users using the RingCentralSMS Integration
Is there a way to set the font size
Is there a way to set the default font size to a larger size for outgoing email?
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