Configuring Portal Invitation Template
Hi, is it possible to configure the Invitation email sent to customers? I would want to replace the zoho desk logo with our logo if possible . Thanks,
Rule based mandatory fields
I do suggest you to introduce a new type of mandatory field which would become active (become mandatory) based on rules and conditions such as blueprint status, field values, time counts, correspondence count, etc. For example a field used to classify solution proposals shouldn't be mandatory when the ticket has been received (New ticket) but become mandatory on certain statuses of the blueprint.
Helpdesk Mails are sent with the addition "on behalf of..."
Hey there, I have a problem to set "from" address for e-mails sent form zoho desk - it always showing "on behalf" information like: support=mydomain@eu-service.mailer.zohosupport.com; on behalf; Helpdesk IT <helpdesk@mydomain> What I did: -set "from" adres using my own SMTP server and verified e-mail address (heldpesk@mydomain) -enabled the address -assigned the address to appropriate department -changed "from address" on templates and enabled them Unfortunately all communication (including automatic
Placeholders on direct ticket replies
Hi. is it possible to use placeholders on direct ticket replies? For ex: Customer sends a ticket to helpdesk, then to monitor their tickets, I'll manually add the customer portal button placeholder when replying to the original ticket.
Import or auto-migrate Community in ZOHO Desk
Hey there, I have been trying to find a solution myself, but it seems like i am not able to. Hopefully someone can help here. We are migrating to ZOHO Desk and want to move Questions and Feature Requests to the Community. Previously they were tickets in Jira Service Desk. My questions are now: 1. Can I direcly import "Topics" to the Community? 2. Can I convert Tickets with the Classification "Question" to Topics upon creation? 3. Does anyone has another idea that could help? Thanks in advance. Laura
userToken in ASAP Mobile SDK
Hi, I've read ASAP Mobile SDK in here : https://www.zoho.com/desk/developers/asap/mobile-sdk/android/authenticating-users-in-the-sdk.html#android_authenticating_users_in_the_sdk Can someone explain how to explicitly get this token to access features in ASAP Mobile SDK such as My Tickets, LiveChat, etc? Currently the documentation seems unclear to me like this : userToken is the encrypted unique information that identifies the user (email address, for example). setUserToken is the function that inputs
Custom mail ticket
I want my clients to open an email at zoho desk by sending an email, is it possible to open the ticket by sending an email to mymail@mybusines.com? I tried putting my mail and my smtp, but I get an error in red when configuring. In the error only "!"
Close button in help center
Hello, I need to turn off the option for customers having the ability to close tickets in the help center as this is not a feature we want them to be able to do. I found that there was one answer: Please find the code below and it under Setup->Helpcenter->Helpcenter Customization->HTML/CSS->CSS #closeRequestbtn{ display:none !important; } But this does not seem to work anymore. Is there any other way?
First Response Time - Different Between Desk Report and Analytics Report
I need some help to understand how these two reports are different. In Desk, I go to Reports>Overview and look at the First Response Time. The number I get is 7 hours and 13 minutes, When I go to Analytics, and create a report for Average First Reply Time, for the same Department, and the same time period, I get 3 hours and 15 minutes. What is being calculated differently here?
Pro-Active/Preventive maintenance tickets
Dear Zoho, Please advice, when you are going to facilitate the option for preventive maintenance ticket options in zoho desk. also we are looking for maintenance service templates. it means submitting a ticket on one click. thank you
Parent-Child Ticketing sidebar display issues
This feature seems to have some loading issues since it has been published. The options for the feature in the sidebar are not always showing up and today it has started to display 2 icons for the same feature. Could you please check these issues on your side.
Private Comments on New Ticket
I feel like there has to be a way to do this that I am missing. When I have my phone agents create a new ticket from a phone call, I want them to be able to add their notes through a Private Comment, and have it added to the conversation thread like a private comment. When I use the Description field, it includes that information into the thread that is sent to the customer, and sometimes these notes should not be customer facing. We've been using a new field called "Internal Description" as a workaround
A question about an email template
Hello, I am setting up the email template that goes out for "Notifying an agent when they are mentioned in a comment" for Zoho Desk. I am trying to format the template so the greeting uses the agents first name. The below template is what I am using, but I am not seeing a place holder for using the first name of the agent that is mentioned in a comment. Can anyone tell me if there is a place holder for that? Hi ${Cases.Recipient Name}, ${Cases.Recent Comment By} mentioned you on ticket #${Cases.Request
PORTAL_URL in Email Templates
I'm working on customizing the Desk experience for our clients. I'm building email templates in MJML (https://mjml.io), and generating HTML with the email placeholders. I'm running into one issue. I want everything to look right and I can't customize the look of the portal button and portal url. The placeholder for it generates a complete button or link for me. I want a placeholder that just gives me the URL in text with no markup so I can place it in my own mark up. Is this possible? Thanks! Side
403 Error
Good, I am setting up Desk in my domain, yesterday I did it and it was OK, today I have been with a 403 problem all day, the cname and the subdomain are fine. (Clients.zonaprotegida.es) What I can do??
Domain mapping is not working giving error of Cname records
Hi I have created subdomain with A record with my server IP Address as support.website.com created Cname record like in Host I have given my Subdomain name and Points to desk.cs.zohohost.com when I am trying to map my domain in zoho desk it is giving error of Cname. Please help me where I have done wrong? Thanks.
Disable Spam filter
Hi Support Team, Please disable spam filter for https://desk.zoho.in/support/keboli. Some spam ticket ids: #102, #103, #104
Have Attachments Not Show Up In Emails?
Hello all, Just wanted to bring up a request to see if this is currently possible. In a measure to add extra security against phishing attacks we would like all attachments to just be available within the tickets and not be shared in the emails when the agents receive them. Is this possible? For example an email saying that they received a response with an attachment and link them to the ticket to view rather than have it in the email sent to all receiving agents.
Integration of Accounts & Contacts with CRM
Hi, I would just like to confirm, if I create an account or contact in ZohoCRM it can take up to two hours to show up in ZohoDesk, is that correct? If so that to me creates a potentially large process issue as in our business we often have the need to add new contacts on the fly when performing support calls and with new accounts often there is work to be performed immediately for support staff. How do others overcome this? Seems to be a rather large limitation. Would this also apply to other modules
"Activity Peek" feature doesn't function when the "Status" field is used on an activity view
The "Activities" module has a feature which is similar to the "Ticket Peek" feature to view the contents on the side bar whilst also browsing the activity list. However we did realize that this peeking feature does only function on specific views such as "All Tasks", "All Activities" etc. We tried to create custom views thinking that maybe the default views were missing this feature and we've found out that the "peeking" feature is disabled when we use the "Status" field as a criteria in the view.
Did you ever connect the KB part of the Help Center to a web based Confluence account?
We are brainstorming about possible alternatives to the KB of Zoho Desk and one of the ideas is connecting the KB to an online Confluence account. Did you or any of your partners ever finalize a custom project where the KB was connected to Confluence?
Is it possible to change the section icons?
We have switched to the new themes for the help center and we are looking for a way to change the section icons in the Knowledgebase section. It seems like that these icons are not controlled via any of the setup settings. Could you please inform us on how to change these icons.
Cleaning up your non-migrated social portals
In August, we announced a new and improved version of the Social Module within Zoho Desk. We hope that you have found the time to migrate to this version and are finding the updates useful. If you haven't migrated yet, then this announcement is for you. We will be cleaning up all old social module portals as on 1st November 2019. This is the last opportunity for you to migrate, so we urge you to do so at the earliest. To migrate, please click on the 'Social' tab within Zoho Desk. A pop-up notification
Integrating Jira Software (bug tracker) with Zoho Desk
Anybody using Jira Software (bug tracker) with Zoho Desk? Apparently there's integration, but I'd like to hear from some people about it how it works in real life for them. Link: https://help.zoho.com/portal/kb/articles/configuring-zoho-desk-for-jira-integration Thanks!
Why do Zoho support people reply via email in a way that their communications COMPLETELY BYPASS the help.zoho.com ticket they are replying to?
Why do Zoho support people reply via email in a way that their communications COMPLETELY BYPASS the help.zoho.com ticket they are replying to? Is this because Zoho Desk itself poorly handles replies by support reps/agents sent via their e-mail client? Or is this just an accidental (and completely unprofessional) misconfiguration of Zoho's own support system (agents' email clients, Zoho Desk, etc.)? For over a year my tickets on help.zoho.com have frequently been closed with absolutely no message
Confidential Ticket
Is there any way to create a ticket in a particular group that only the creator and the assigned agent can open the ticket? regards
Possible to use CSS to override "Description" Label as well as "Attach Image/File if Available" label
on the customer portal, when customers are putting in new tickets, Is there any way I can use CSS to override the label of the "Description" field or the "Attach Image/File if Available" field? I don't want to create a new field for description as the Zoho Release Description field has the fany toolbar with buttons to make Bold Italic Uderline, Font, etc. Additionally, the Attach Image/File if Available field doesn't even show up for me in the layouts as admin. I only see it as customer inputting
Ticket Bundling Request
Zoho, please consider adding ticket bundling. Our previous ticketing software offered this feature, it allowed you to create a parent ticket under which you could bundle other tickets. That also made it possible to track all time against the parent ticket if desired, though that feature is less important. The need for ticket bundling is fairly common, for instance we just had a Client's property get hit by lightning and we're tracking issues on multiple tickets related to it. However if we go to
Phone Bridge for Asterisk 14
Hi ZohoDesk, Do you have a version of Phone Bridge that will work with Asterisk version 14.0.1? or specifically FreePBX version 14.0.13.4? Regards, Terrence
Zoho Webapp Performance
Hey Guys, So first of all, I'm a big fan of Zoho products. I use the mail for my own domains. I'm a sys admin and my company was looking for a new ticket system and of course Zoho Desk was one of the first to come to mind! Well we signed up for a trial, and oh man.. The web app is not very good.. Even on my Huawei Matebook Pro X with an i7 cpu, 16gb of ram running Ubuntu the interface / animations would slow to 1-5fps when switching from one ticket to another. Various menu operations were equally
Problem with posting a comment in a community forum
I'm getting an error to say 'Unable to process your request' when trying to reply to a forum post. Why would this be? Thanks Jane
BBC on mails templates
Hi, We want to use the mail templates in case of an incident. The purpose is to easily send a notification to our customers. But we got an issue, is there a way to put the mails in BCC option, so they can't see the other recipients of the mail ? Thanks
zoho desk extension - Platform Event Callbacks API
while adding callbackListener to plugin-manifest.json I get error -- PluginManifest file validation :- ==> The "secret" property is missing in the manifest I don't know what to do. Please help me how to add and call the event API.
ZOHO Desk Feature Request for KB
It'd be great if we were able to add an article in the KB to more than one location. Where you have something in the billing category, it could be something like, 'how do i login to the billing platform' - that'd fall under billing, general and faqs - but in the KB although we can tag the article, there is still a need to put that article in two other location without having to recreate the article in said respective locations. If you create the article 3 times you have to go back and make edits
Custom Currency Field sends through webhooks with 1 decimal if the number is a whole number
Hi, we have created a custom Currency field in Zoho Desk with Decimal Places set to "2". Rounding is "Off" and Precision is set to "0." The problem is that when we enter whole number like 420 and it gets sent to Zoho Flow, the number that gets sent is 420.0 420.0 doesn't make any sense. It needs to be 420.00 If the amount in field is something like 434.76 then it gets sent through webhooks appropriately. Can you please fix this? We are trying to tell users a dollar amount and when it says 420.0
Please enable Workflow Rule to execute on public comment
We do not use reply in our organization. All of our agents use public comments. When I try to create a workflow rule, I am not able to execute on Public Comment. My goal is to send an email to the agent (and one additional person) when the agent posts a public comment. I know the agent gets notified if customer posts public comment, but I want a notification to be sent to the agent when the agent puts in a public comment.
Private article comments are not being displayed to the editor when they are in the drafting process
Our editors can't see any private comments added to articles when the article is sent to them for the editing process. The comments only do show up on the articles when the editors press on the "Send for review" button. The "Reviewer" is able to read the comments when the article is on their review list. Also there is an indicator on the article name box on the left pane (The article list for the selected group of articles) stating that there is a comment in the article but this comment can't be
Desk Data / Analytics
Hi, We can view accounts, contacts, tickets etc on the Zoho Analytics for the Desk. However there seems to be no table available for the contracts? If this is not currently available, can we please have that option? I'm sure other people would like a report / dashboard on contracts that are about to expire or have. Thanks Dave
How to retrieve Portal User status from DESK into CRM?
Hello, We are using CRM and DESK in 2-way sync configuration, meaning Contacts in CRM and in DESK are in sync. When we invite a contact in DESK to be an "End-User", he/she can then access the Help Center. Such invited contacts can then be found in lists and reports by using a system field called "IsPortalUser" , which is now IsEndUser in the new API if I am not wrong. Unfortunately, this system field IsPortal can not be selected in the sync settings between DESK and CRM so there is no easy way to
Search
Hi, We have accounts synchronised from the CRM and wanting to search the accounts. When searching we get some random records (nothing to do with what we are searching for) and not what we are looking for. Yet if we do advanced search we can find them.
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