Routing calls to Mobile
Hi team, We need a way to route after-hours support calls to one or more agent's mobile phones or at least alert them to respond ASAP. Is there a way we can route Twillio or any other VoIP service to a Mobile phone depending on the time called? We still
Help Center Portal - Access logs
Hi Zoho Desk Support, Is there log history of who accessed the help center portal? i.e who logged in
Requirements - Need Urgent Attention
Can the ticket subject in Help Center portal have the same view from Zoho Desk portal? Please see attached files for reference. Example: based on the attached images, the Ticket number in IT OPS Ticket Zoho Desk comes before the Subject but the Ticket
Round Robin For Phone
how can i make round robin for channel phone ? we have integration with twillio. I want when the phone status is offline, the agent cannot receive incoming calls. can you help me? because if I look at the round robin on zohodesk it only applies to e
Automatically chase pending tickets
Hello, How do you automatically chase pending tickets i.e.: tickets where we are waiting for the customer response? I know I'll probably have to create a few workflows / custom functions, but I'm wondering whether anyone has any tips for this. My use
Email notification blocked if simultaneously?
Hi Zoho Desk Team, Is Zoho not sending email if it is simultaneously sent? i.e sending email notification to the same requestor 10 times in less than 1 hour. I have experience this not sending the notification after 10 emails
Social share for Knowledge Base articles
Is there any chance the social share links are going to get improved anytime soon? When you share the links in facebook they are not returning any data in the preview. They take you to the article, but they do not populate anything attractive for social engagement. We would rather turn off social sharing. See the image
Changing the account associated to the ticket
Hi, Is there any way do not associate a account with an email address of the sender? Very often in organization, some (non-helpdesk team) colleagues forward our clients' request to our helpdesk team. E.g. Key Account Manager forwards an email he received
Default to the correct Category and Subcategory on first login
When I log in to a Zoho forum, and I create a new topic, the Category and Sub Category defaults to the wrong category (it defaults to Zoho One >> Tips ). As far as I can see, this happens only on the first login, and not after you have accessed a few
Social integration issue
Hi Zoho Desk Support, I am having a problem during my integration with facebook and Instagram, During selection of page once Done button is clicked, system will delete the page instead of integrating it. Also screens that keeps on showing and not loading.
Email sent limit
Hi Zoho Desk team, is there a max count of email sent (per day, hour etc) for zoho desk?
Removing terminated agents from the main help desk email
We have one main email that is sent to Zoho Desk, which then is relayed to agents' emails. IT was not set up by myself, so I do not know how it was done. However, three of those agents are no longer with the company, and even though they were removed
Is there any way I can see all emails sent?
We would like to see all emails sent using ZOHO desk (similar to regular email client). Is there any way to do it? Best, Jerzy
My list of questions please answer
Hi Zoho Desk Team, Good day! Please answer the ff. queries 1. Does the system supports multi-factor authentication and other supporting mechanisms, such as banned password lists, detection of password guessing attacks, enforcing password change (for first
Feature request : profile permissions for views
Hello, Following up on this request from multiple clients, we submit to you this feature requests. The current permissions do not handle view permissions. This means that any agent can edit and delete any custom view to which he has access. This should
Assign SLA to multiple accounts at the same time.
Is there a way to assign an SLA to multiple accounts at one time? We have many customers that have multiple locations we support. We track support by each location (Account). Some have 50 or more locations and it is very tedious to open each account
Anyone else having issues with receiving tickets via the Email channel?
I haven't been able to receive tickets via email for 2hours now. Zoho support have acknowledged the issue. Anyone else?
Can you answer the following?
Hi Zoho desk team! Can I please have the information of the following? availability (multi region / ha) DR Data backup RTO RPO after sales support structure / sla exit strategy - how to off-board SOC2 certification / VAPT etc
Please Support Custom Lookup fields
It's very essential to have Custom Lookup fields in Zoho Desk when you predominantly offer in other Zoho apps. Why and when will this be supported in Desk?
Count ALL emails sent in a given period (including private ones)
Hi, we are a B2B business and some of our ticket last for days, even weeks. Is there any way I can count all emails sent by my agents in a given period (including the private threads)? This is essential for our reporting, Best, Jerzy
SAML request and settings
Hello there; 1. I am trying to integrate Zoho Desk Help Center portal with my website. When users in my website login and click the button associated with Zoho Help Center portal, they will be able to access my help center portal to manage their tickets
Zoho Desk: Scheduled Maintenance on 8 August 2021
Hello, everyone! Warm greetings from the Zoho Desk team. We have planned scheduled maintenance activity on 8 August 2021, around 11:00 am IST. It might engender downtime from 0.25 to 4 minutes for a few customers in the US data center. We do not expect
Agent notification delay or not sent
Hi Zoho desk team, I am having trouble in sending auto email notification on workflows, when a new created ticket has been made Execution is on "create" Criteria is "Status is Open" I did several tests tickets but most of it did not sent an email
Zoho/Jira Integration
Hi, I know you can attach Images to Jira issues youve linked a ticket to and it creates a URL within Jira to access the image but is there a option/workaround for the Jira user to not be a Zoho agent and still be able to access the attachment? Than
Sharing a single agent account
I have a small business ("soloprenuer") and i use three Virtual Assistance. These do the same job, with each having well-defined and non-overlapping shifts. One might cover Monday and Tuesday, another Wednesday and the other the other days. I would like
Why does my url of an article is shown with a date?
I just noticed that an article i made yesterday now shows with a date in the url address? None of my other articles have while they all are created on the same day? It also doesnt show in the backed?
The data is invalid due to validation restrictions
I have been making use of the information highlighted here. However, I keep getting the following error: Request not successful. Response code : 422 Response : {"errorCode":"INVALID_DATA","message":"The data is invalid due to validation restrictions","errors":[{"fieldName":"/contactId","errorType":"invalid","errorMessage":""}]}
PHP code to insert ticket automatically
Hi, we're looking at migrating from another support desk system. But I am having problems finding out how to insert a ticket via PHP. All I need to do is create a ticket from admin[at]mycompany to client[at]anothercompany via a PHP file on our system.
Can't able to create a ticket without using contactId
To create a ticket contactId mentioned as optional in API documentation link below: https://desk.zoho.com/DeskAPIDocument#Tickets_Createaticket Then i tried contactId as empty i got a response like contactId is missing below: stdClass Object
(
[errorCode] => INVALID_DATA
[message] => The data is invalid due to validation restrictions
[errors] => Array
(
[0] => stdClass Object
(
[fieldName] => /contactId
[errorType]
Setting up Desk custom subdomain - Domain verification failure for both methods
I've been following the instructions in this guide to set up a custom subdomain for our help center, but I am stuck at the domain verification stage. We'll call my main domain example.com and my subdomain support.example.com. I have tried both methods - DNS record and HTML file - and both are failing. I have confirmed that the DNS records have updated, and dnschecker.org confirms that my CNAME is resolving correctly for string.support.example.com. So I'm not sure why Zoho is flagging this as a failure
Display Business Hrs in Portal
Can you display the business hours & holidays in the end-user portal?
Social Instagram Feed Connection Not Working in Zoho Desk
Good day! Can you please check on this? I wanted to connect my Instagram Account to automatically create ticket to my desk from Instagram, but it's not working. I tried since 10:30AM, until now 2:41PM it is not connecting. Facebook took me almost an
Whitelist emails or domain in Desk
We have a couple of different users who submit tickets to Desk, and it frequently flags them as Spam. Is there a way to whitelist either an individual email or domain within Desk? I see articles for doing so in Mail, but I need to divert certain users
Character Limit on CheckBox
What is the Character Limit on the Checkbox field in Zoho Desk and can I modify that? It seems ridiculously too small as of right now. I want to have a checkbox that says "I acknowledge that I am responsible for paying a $95 Trade Call Service Fee that serves as a deductible and an administration fee for this Service Request Ticket." BUT when I create a checkbox field in my ticket form and try to paste it, it cuts me off at LIKE A THIRD of my sentence "I acknowledge that I am responsible for paying
[Help Center] Impossible to edit categories in multiple languages
Hello, I cannot manage to edit categories in multiple languages. Have you encountered the same issue? When I click on other language different ofthe main language (FR), e.g. in English, I should seen the title put in French with '(en)' at the end. Thank
How to debug ASAP add-on with JWT
Hello, I'm creating ASAP add-on with JWT authentication. I'm putting screenshots of my settings page and code of JWT endpoint for your review. My question is how can I see and ensure that plug-in works? What should I see? How can I debug JWT communication?
Picklist field maximum values
Hi, How many values can a picklist handle, or what is the maximum values that can be added to a picklist?
Integrate ASAP into a React Native Application
Hi I am trying to integrate the Zoho Desk ASAP into my REACT NATIVE application. I am able to do so for Android. However, for IOS the build and upload are failing because of the below error. Most of the zoho libraries being added to podfile.lock are showing
Limit for users in trial account
Hi, Is the limit for agents in the trial account just 3? I am testing something that needs 5 agents, can you help me with this?
Working Time diferrent for each department
Hai Zohodesk team, I want to ask about business hour in zohodesk. if i want to setup different working hours of each department, for example, in my case one department working Always (24x7), but in anothers department let say working in Monday - Friday
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