Is it possible to access to a Creator app from the Help Center when creating tickets on the portal?
Can we access a Creator app inline (Integrated as the Ticket submission function) on the Help Center and then submit a form on the Creator app which also automatically creates a new ticket record on Desk? If this can't be achieved with Creator then can we use Zoho Forms for the same job?
Looking for a Zoho developer
I am currently running Zendesk and migrating to Sohodesk. I want someone to replicate this look and feel in Zohodesk. Post your offers here. https://support.ispsupplies.com
Help Center User Invite Email Issues
I've added a new user to our Help Center and the invite email doesn't seem to be getting sent out. I've checked the junk folder and it isn't in there or the inbox. Thanks, Jeff
Redirect Users to Thank You Page upon submission
Is there any way I can redirect user to a thank you page after the ticket submission? I want to have some sort of confirmation/thank you message that is custom when a client submits a ticket in the portal. Is this possible?
Contracts / Desk
Hi, We have agents with create/edit/view/delete permissions on the Desk. However when they click on the contract whilst viewing tickets we can the attached error? Thanks Dave
Ticket ID
Hi, There is any where we can adjust the starting valuing for the ticket ID? We need the ID to start from a higher number, as we are moving from a different helpdesk and need to differentiate the two systems. Kind regards Dave
Cannot create an invoice (or do any Zoho Books stuff)
I upgraded from a Trial to the full version of Zoho One this morning (not sure if that matters, but I thought I would mention it). I am currently having issues with the Zoho Books integration in Zoho Desk. Whenever I click the Books link in the ticket or try to create an invoice, I get an Internal Error pop up. Has anyone else encountered this?
The second and third tiers of folders are not being displayed on the KB main article page
We have utilized all of the subfolder tiers on our KB article folder structure and placed our articles into the 3. tier (sub-sub-folder). When the user navigates into the main Knowledgebase page of a specific department then the system doesn't display the second tier (sub-folder) and the third tier (sub-sub-folder) of the folders on the page. You can only see the top folder (1. tier / main folder) on this page. My question is if this is a bug or if it has been designed this way. We need to display
Images in Email Templates are not showing up
Today we did realize that images in email templates are not showing up when we use them. I've checked the template definitions and found that they also don't include the images. The images have broken image file icons in their place. This seems to be a recent issue because we were normally using the templates without any problems. We can't exactly tell when this problem started to occur. Please check out and fix this issue as fast as possible because we do depend on the templates to do our work.
Can't embed videos via Gdrive links on KB articles
The below "drive.google.com refused to connect" error message is being displayed when we try to embed videos into the KB articles via Gdrive links. Could you please instruct us on how to accomplish this function.
WorkflowMax - Zoho Desk Integration
Greetings from OAppS team! WorkflowMax is a time tracking and invoicing solution which you can integrate with your Zoho Desk account to manage your resources and billing. Demo Video : https://www.youtube.com/watch?v=et2gJj1_gwk Install Link : https://marketplace.zoho.com/desk/zoho-desk----workflow-max-integration Key Features: Adding a timesheet entry from Zoho Desk to WorkflowMax. Time spent in the Zoho Desk ticket will be tracked in the WorkflowMax Timesheet. In a note, the description of the
Custom fields for community user profile. More social fields & one for website.
Hi, Just wondering if this is planned or I've missed the settings... Currently comminity users can add Facebook & Twitter to their profile.... I'd like some custom fields for LinkedIn, Instagram and Website. Maybe even a short Bio box limited to say 280 characters like a Tweet. Is it possible or planned at all? Many thanks Jon
URGENT! ERR_TOO_MANY_REDIRECTS on Zoho Payments!!! 2 weeks ago with that problem and nobody give me an answer!
Hello Zoho Support. We cannot make a payment to upgrade my license on Zoho Desk (It's urgent). We cannot enter our partner area to upload a bill and reclaim our commisions! we always receive a ERR_TOO_MANY_REDIRECTS loop. We have this issue on Google chrome! Firefox, Safari, Opera...Same problem. I already wrote 3 tickets and nobody answer me. 2 weeks without feedback. Do we need to begin search alternatives for our Enterprise Software? Thtat's Unbelievable!!!! What's going on with Zoho Payments????
Zohodesk extension uninstall
When I have tried to develop a extension . Why I can't delete connection or uninstall extension in zoho desk. Please help.
A few questions. Thoughts from those running communities.
Hi, Looking for feedback really from anyone already using Desk for building a community. I run private training sessions and would like to create a community where anyone can join, not just my trainees. They could access articles in the KB and join in with discussions in the forums. Ticketing & support is not really the main aim here... community is. I use Zoho One in case that makes a difference. Is there a limit on how many people can sign up to the forum? Can you customise the navigation tabs
${Cases.Recent Comment} not respecting line breaks
When we leave a public email and we notify the customer via an email, the email that the customer gets does not show any line breaks even though the comment posted did have a line break. The merge tag being used to pull in the comment on the email is ${Cases.Recent Comment}. EXAMPLE: Agent posts public comment: Hi Mike, We are happy your issues are resolved. Thanks, John ------------ THE EMAIL that uses the merge tag ${Cases.Recent Comment} comes to the customer and states: Hi Mike, We are happy
User setup
I have a few users who can register but cannot submit tickets. When I login and try to find them they are not listed as customers but they are able to login ? Once they login they get an error when they try and submit a ticket. Very strange
Create Users
I have a few users that are having a hard time setting up their accounts in the help desk app. Is there a way that I can just set these account sup for them and give them a password. Some of my staff is older and this just might be easier for them . Thaks
Forward an old ticket in a new one
Is there any way to forward an old ticket (attach it as we can do in Outlook for example) in Zoho Desk?
Increasing ticket numbers
Is there a place to change the sequencing of the ticket numbers? I would like to move it to a 10000 series.
Unable to create a sub-section with the wanted name
Hi Zoho, I recently wanted to create sections and sub-sections to articles. I was trying different names and seeing which one was looking best. When deciding that I would definitely name a sub-section as "installation", I could not do so anymore, and would receive an "unable to process your request" message. I simply removed the last letter (n) and it worked as "installatio", however, I really wish to name the sub-section as "installation". Could you please remove the "unable to process" refusal
SLA from customer view and hierarchy customer view
Hi, I was wondering if ZOHO allows customers to see their tickets, but most importante, see if SLAs are met or not. Another question is if a customer A with a higher level of hierarchy than B,C,D customers can see the tickets opened by them (B,C,D) along with his tickets Thank you,
I need to change my site name from mivor to mivors
i need to use mivors instead of mivor , mivors is an old site name i used before for my account , so i need to re use it for current site , i need support e-mail to be @mivors.zohodesk.com
Please disable SPAM filter
Hello, we has recently decided to try Zoho Desk. However, any email ticket that is forwarded to the support email addresses gets automatically placed into the SPAM ticket folder. Can we get this fixed? Thank you, Norma
Forwarding emails to existing thread being marked as PUBLIC
When an agent forwards an email thread to an existing ticket, that is supposed to be attached to the ticket thread as a private reply. Something recently broke and all emails that are forwarded to existing tickets are being made public. I tried this on my own by creating ticket as "customer" then I forwarded a random email between two unrelated contacts (neither of them being the "Customer" email), the email attaches itself to the ticket but is made public. I then log into the service portal as the
I mapped my domain to a work domain
i need to delete my domain mapping beacuase i can't access it
TimeZone for Business Hours inside Desk
In Trying to enable Business hours it appears that there are no entries for EST Daylight Savings Time. Am i missing something or is it not in the drop down list? ~ron
User Accounts have different email/username in Zoho Desk and Zoho CRM, can't load CRM Data while in Zoho Desk
I have always had a Zoho CRM username (mikhail@ourdomain.com). I created an account in Zoho Desk and used one of my Gmail Aliases (claims@ourdomain.com). I have set-up the sync between zoho desk and zoho CRM. The issue I'm having now is that if I'm logged in to Zoho Desk as claims user, and I'm looking up a users data in the CRM through the link. I go to potentials tab, and it shows me the deal that they have. I click the button (attached screenshot) that allows me to open the potential in a new
Class memorization - vendor add
I am transferring form old software system and as I am entering our vendors, my class designation is not auto populating. Each time I enter a new expense I have to enter the class and details each time. Is there any way to save and attach this information to the vendor, so that it auto populates each time?
Problem to create a webhook
Hi Zoho Support, I am trying to create a webhook to listen tickets update events and I got an error. POST https://desk.zoho.com/api/v1/webhooks This is the body: { "subscriptions" : { "Ticket_Update" : null }, "isEnabled" : true, "url" : "https://200.106.245.34/jcn-client/tickets" } This is the response: { "errorCode": "UNPROCESSABLE_ENTITY", "message": "Validation failed for the condition : The endpoint failed to respond with status code 200 " } Can you help us please what could be the
Links in Desk Knowledge Base articles are too hard to see.
Hi, is it possible to make links stand out more in desk KB articles? They are impossible to see. In the first image below you'll see the link is too hard to see. However, the same article viewed from the salesIQ KB is easy to see. The same article is synced to salesIQ and it is easy to see the link because it is blue text. Thanks for your help, Troy
Confirm open of ticket responses
In Zoho CRM, under Accounts/Emails, Zoho will tell you if an email has been opened. I assume this is done with web beacons. Would you please consider adding the same functionality in Zoho Desk for ticket responses? A good place to put this would be under the Ticket history. Thanks!
Email fetching dont work
Hi, We encounter an issue which suddenly zoho desk stop creating tickets via email. I try sending multiple support to the support email address but still no ticket created. I've been testing zoho desk for a couple of days but when I decided to replace my current system to zoho desk this issue happen and Its not good. I'll be going back to my old system while this issue persist. Thanks, Christian
The new and improved Reply Editor, tailored to your requirements.
In the past couple of months, we've received many requests from you to expand the functionality of the Reply Editor within Zoho Desk. In light of these requests, we've modified and added a host of functionality to the editor. Here are some things you can now do: Paste clipboard images directly into the reply editor. Sending images has never been so easy! Uploading one image at a time can be incredibly tiresome. Now upload multiple images at once. Table Enhancements: Play around with table sizes
Layout Rules — Mandatory Fields Show Up Immediately
Thank you SO much for creating Layout Rules in Zoho Desk! Really, it's an amazing feature, and we really love having it. An amazing feature would be a dropdown menu that immediately requires input for fields that a layout rule marks as "Mandatory" (see screenshot below for how this works in CRM). For example — one of our customer service agents runs a macro that updates the "Assess Fee" picklist value to "$20 fee". When this picklist is updated, the fields "Customer Card Number", "Fee Reason" become
Let your apps converse with each other, seamlessly.
Let's face it, managing a customer service operation is a mammoth task. Tickets come in from multiple channels and cater to different departments. The customer service team acts as a liaison to coordinate with internal teams and close tickets as quickly as possible. To add to this, most organizations use a variety of software for their internal functions like sales and engineering, creating a complicated web of apps. This calls for a universal connector that can integrate your customer service software
Tickets being opened in Help Center are not sending description to ticket.
We have suddenly in all of our departments started receiving tickets where customer entered a description and the description does not get submitted to the ticket. Only a subject. These are tickets submitted from the help desk. When we contact customer they are saying the did enter details and they don't know why the ticket didn't get submitted. Are other customers suddenly experiencing this issue?
Assign Tasks in Ticket to Customer / Contact
Hi, as i learned from ZOHO Desk support it is not possible to assign a task within a ticket back to the Customer/Contact... Does anyone have the same requirement and did a workaround. We sometimes need to request additional material from a customer, or he/she should upload something to help us solving the issue. This should be integrated in the ticketing process somehow i tried to do it with comments in ticket, but in this case, the customer / contact does not get an information, so it is not useable.
Notify agents when a new ticket priority is set to Critical
Hi, I have added a new priority named "Critical". I would like, as an agent, to be notified whenever a new ticket is created by a customer and the priority is set to Critical. what is the best way of doing that? Notification can be as an email/SMS/Push in the Zoho Desk app Thanks!
Email team on ticket closure
I have the free version of Zoho Desk. Is it possible to send an email to the team of agents when a ticket is closed? I have set the customer to get an email but want one to the agents as well. Any help would be gratefull Colin
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