Installing Cliq integration with Zoho Desk
When installing the Cliq integration with Zoho desk, this warning comes up. What does it actually mean? How do I know if my users will lose access to Desk? This message isn't clear enough and I cannot risk my users losing access just because I integrated it with chat. Your Zoho Desk account will be converted (if not already) into an Org account, to install Zoho Cliq. Once converted only Org admins can perform user-related operations in Zoho Desk.
Community Restrictions
Is there a way to limit who can post to a community forum? We want to create one called Announcements and only allow agents and moderators to post announcements. I can lock it, but that does not allow anyone to post to it. Thanks Gerald
One customer multiple products and SLA
Hi; We support for multiple products. (Product x, Product Y, Product Z etc.) My customers have multiple products. A customer is using the x product and the Y product. SLA times of the products are also different. For customer A; X product SLA >> Diamon Y product SLA >> Standard When I try to define more than one SLA to a customer, there is an error you cannot define an existing SLA exists. Do you have any suggestions on this subject?
Invisible Tickets
What may be the reason that some Tickets are invisible to some Users even for the Admin, while other Admin can find them with no problem. We still have a data sharing for Tickets: Public Read/Write/Delete. Moreover it seems that these invisible Tickets comes from one address (some of the Tickets from that address are visible and some are invisible for a particular User). Katarzyna
Please Remove Spam Filter from our Zoho Desk
Just in the last couple of weeks - most emails coming in are being marked automaticilly as SPAM, they clearly are not and people have waiting for responses, and nothng sent. Can you remove us from this spam filter - or allow the ability to manage it ourselves. Thanks Mark
How can I add StatusIQ page to ASAP widget?
Do there is a way to add StatusIQ page to ASAP widget? So people can click on a link to open and consult the status page?
3rd party integration for ZOHO Desk
We want to integrate a helpcenter search bar and the possibility to directly add tickets to our cloud software. We want to add a 'support bar' in our software where people have the search field to search for known articles. When entering certain tags the right document should become available directly. Just like the search requests in the ZOHO Desk environment direcly. Can you point us to the right API information? We also want to be able to directly add a support ticket from our application.
Contact Notification on Status Update
I'm probably missing something simple here, but I can't figure out how to send a contact notification if the ticket status updates. Any help here?
Restrict users from adding requests
Hi, Is it in your roadmap to restrict users (with the user group function) from adding requests? This is a feature we would really like! Thanks, Helen
Changing ticket contact without changing "Channel"
The quick version of our question: is there a way to reassign tickets in the "Email" channel to a non-email "Contact" without changing the ticket "Channel" to "Phone"? Context: My property management company uses Zoho Desk to manage email requests from tenants. Usually, tickets come directly from tenants, but occasionally they instead come from third parties (like caseworkers) who handle communication for multiple tenants. Since the tickets come from third parties, they are initially tied to an "Account"
Create ticket
Can I create and send a ticket to multiple email accounts or add them as cc?
Can Zoho be used to deal with email inquiries?
Hello. We receive a lot of email inquires and have a small team that answers them. We are looking to streamline our process so the inquiry emails are sent to a certain location, logged, and then we can nominate a team member to take the inquiry. Ideally it would mean that we know who has been answered, which team member has done it, and the status of the inquiry (ongoing, waiting reply, dead lead, etc.) Are there any apps in Zoho that can do this? CRM seems the most obvious, but I am not sure if
Zohodesk Free, reporting
Has reporting changed in Zohodesk free? when I try to customize reports, I don't have any columns I can add anymore and when I try to make a new report it gives me no columns I can add. This is true for all fields, filters, columns. The form is just blank.
Set approvers with Blueprint
Hi, I've been testing the new Blueprint feature and it looks amazing. But there is something I can't do: Can I set a fixed approver for a approval transition with Blueprint? Thanks in advance. Regards
Contacts changing in Desk
We have Contacts in Desk synched with CRM. When we send a Contact an invitation to the Support Portal, they are able to change their name, email, phone, & timezone. Unfortunately, they are changing their name and email to groups or distribution lists, providing support to unauthorized users, and making it difficult for us to provide support because the Contact has been changed. Then we have to get in an argument with them why they can't change their contact info to other people. It would be really
First Assigned Time definition
Hello, I'm trying to create a report in Analytics against Zoho Desk data, looking for the time difference between a ticket's creation time, and the first time an individual agent assumes ownership of the ticket (not the team). I thought I'd use ticket create time, and "First Assigned Time", however first assigned time appears to change if the ticket exchanges ownership. First response is not the measurement I'm looking for, as we'd like to know how quickly tickets are assigned. Does anyone have any
Customer Portal Button issue
I recently tried the rebrand of our customer portal, and got everything set up correctly. I can see that the new portal link works and is set up correctly in the Help Center Access Control section. However, the Cases.Customer_portal_button variable in the email template uses the link that is set in the General > Rebranding > Portal Name section which I cannot edit to go to the right link. It instead tries to force the customer to go to our actual internal support queue. Any advice would be appreciated.
"Can not perform this operation" error when using "Save As New" for custom report
I have modified a report, and attempt to save a copy of this Report, but when I do, I get "Can not perform this operation" I can run the report, I can export the report, but I cannot save the report for future use.
URGENT! Custom Function FORBIDDEN","message":"You are not authorized to access this resource"
This function was working perfectly putting into Authtoken variable the ZSC Key. Creating a new Department, the same custom function (copy and paste) is not working. Running the Custom function manually, it display this error: updateTicket : {"errorCode":"FORBIDDEN","message":"You are not authorized to access this resource."} Please, need help to generate correct Authtoken to run this Custom Function. I have asked to the support on monday. Today is Thursday and I didn't get a definitive answer....We're
ZIA / ASAP in Hebrew and RTL
Does Zia bot supports Hebrew? And RTL?
Dailly report via email
Hi, I'm trying to create a daily report to be sent via email, from the ticks I have on my Zoho Desk, but I'm not getting it. I would be grateful for the assistance.
HTTP Status 400 - Bad Request Error on sign in page of Help Center
How to fix the HTTP Status 400 - Bad Request Error on sign in page of Help Center. Due to this error, the sign-in page is taking the customer to Zoho Desk login.
Zoho Desk now integrates with Zoho Sprints!
In a typical software company, the development team works alongside other teams such as marketing, product management, and design, each performing a variety of unique tasks that help build a product. When customers use the product, they often provide valuable feedback about their experience. However, they may not have enough coding knowledge to modify the apps they use. Engineers, on the other hand, are equipped to build and code software. This creates a gap between the people who build the software,
Desk - ticket response (conversation) am I missing something?
Hi, first post in here. So I have an ongoing conversation with a client regarding their ticket, which is now 20+ replies, how can I send them a reply without including all the previous replies in the body? It's almost a new question about the same ticket so previous replies not relevant. Anyone else confussed? Andy
Validation Restriction while creating Customer Contact
Hi, I am trying to create a customer contact under an account, but I don't know why there is a validation restriction in the last name placeholder. While creating customers with same last name gives the following response-- Duplicate Contacts with this name "Shah" already exist My multiple customers may have the same last name. I need the resolution immediately
Showing more Detailed Account information on ticket
Anyway to contorl what is shown on the left of a ticket - not the actual ticket fields but the account/contact information at the top - ie Name, comp;any name etc - very very limited.
How to sort by status in the compact view?
I don't see in the option, I know there is the kanban view by status, but I'm not of fan of the layout.
Welcome message on Desk login page
I would like to have the ability to add a welcome message to our Zoho Desk customer facing login page. The message would include hours and phone, and a note on how to create an account. It may also have a warning message for unauthorized users. It should support up to 800 characters and minimal HTML (<a href>, <b>, <br>, <p>). If a welcome message is entered, just insert it over the forgotten password / agent login links. If no welcome message is entered, the page will display as it currently does.
Any overlap between Desk, Projects and CRM?
We are planning to evaluate Zoho desk soon. In the future we may be interested in functionality in Zoho CRM and projects. Is there any overlap between these three products and if you purchased all three would it in effect be one system?
Editing of Images in Ticket Responses
Hi Zoho, i feel Zoho desk is missing a critical feature to edit images as they are added into the reply like you can in Zoho Mail or in Cliq. e.g. in Zoho Mail or Cliq i can add a box or arrow etc when i insert an image or screenshot. In Zoho Desk we do not have the option to edit the images or screenshots that I add into the ticket response. I am currently required to use an external program or Zoho mail to edit an image then copy it to Zoho Desk. Can I request this feature be added to Zoho Desk?
Ticket Layout in 2 columns
When you are setting up the layout, dragging and dropping the fields its in 2 columns. When you select the deaprtment and view the ticket on the help desk site its one column. This would save a lot of space. For instance the date time fields shouldn't need a full width box.
Customizing Help Center New Ticket Form
I have a few needs that I'm hoping can be addressed through HTML customization or through other means: 1. Is there any way to hide or display fields based on business hours or outside business hours. Outside of our business hours, we want to ask one additional question at intake. If it's not possible at the field level, is there any way to at least have a different default layout (now that multi-layout is available) outside of business hours than during business hours? 2. Is there any way to put
How to delete mandatory sections in tickets
i want to delete mandatory sections and how can I add more than 1 attachments
Update field when ticket create
Hello I need help to create a small custom function that update on ticket creation, the field cf_order_status by inserting a url composed of a fixed part + customer's email, like this: https://site.url.com/?m=customer@email.com Could you help me? Thanks
URGENT problem - ZOHO Desk and our helpcenter not reachable suddenly
Starting 20 minutes ago our support department can not enter Desk anymore or see ANY support ticket The helpcenter customers use to view information is also unreachable. an someone urgently assist us?
Agents cannot send email when there is an attachment
When our agents attach a file to a ticket and send a reply to the email, it does not get sent. There are no error messages. But they can send a reply to the ticket when there are no attachments.
Account Field mandatory, but not on customers web portal
i have several items marked as mandatory on the ticket field layout, yet none of it shows up on the customers web portal. i might get a ticket from so-n-so, but i have to go through my customers list to know who and what they are. even tho i have their Account Name tied to their email in my list of customers. it doesnt show up when they create a ticket, nor is it on their web portal. in fact, im not sure how to adjust what the customer needs to see and fill out on their portal. id be happy if
Tie domain names from incoming Tickets from Desk to Accounts in CRM
Is there a way to tie the domain names from incoming tickets to Accounts in CRM? For example this a new employee from CompanyA and they send a ticket in with issues. Can the domain from the email create a new contact and then tie to an existing account? The account being CompanyA, the employee email is employee@CompanyA.com. Thanks.
Desk Gamification - Permissions
Some feedback: It seems that the permission in the Users and Control > Permissions > Profile screen is not working properly. I have it disabled on the Agent profile, but still, everyone can access it. From Create a Game > View challenges, anyone can go to the Gamescope configuration screen. Games should only be created by those who have permission to it. Typo in the Gamification permission name
Zoho Lite Agent is Able to Generate Authtoken for API
A Lite Agent should't have ability to create an authtoken for Zoho Desk, but they can. Please disable this option When they click there, they get: Clicking "Generate Authtoken" they get an actual Authtoken: If afraid that this will now give a Lite Agent an opportunity to pull these tickets elsewhere. Can you please disable this option for Lite Agents?
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