Configuring Deskbot notifications
Hello, We have recently integrated Zoho Desk with our Zoho Cliq and I want to know if it is possible to configure the times that Deskbot sends notifications to users daily. Currently Deskbot is writing to the #desk chat at ~2:45pm and ~11:50pm daily instead of the described "10am" and "7pm" that the integration link shows on this page: https://www.zoho.com/cliq/help/integrations/zoho-desk.html Clearly the timing is not quite right for our organization. Is there any way to configure this manually?
Uploading Attach File to Zoho Desk Ticket
Hi Zoho, Now I'm trying to upload file to a specific ticket, but the code still missing some data, I can't get it: $path='uploads'; $filename='123.jpg'; $fullPath=$path."/".$filename; $fields = array( 'filename' => $filename, 'content' => curl_file_create ($fullPath) ); $curl = curl_init(); curl_setopt_array($curl, array( CURLOPT_URL => "https://desk.zoho.com/api/v1/tickets/{$ticketId}/attachments", CURLOPT_RETURNTRANSFER => true, CURLOPT_ENCODING
Reply from Domain email but make customer reply to Zoho Desk Support email
Hi if we reply to a customer through Zoho Desk it uses our domain email. The problem is that if the customer replies back to that email, it will also email back our domain email instead of our support email at Zoho Desk. Is there any way for us to email customers from our domain email, but then, when they reply to the email, the reply to address would be our zoho support email address? I know that this is possible when we send notifications to customers for things like comments. But I need to know
How many users can I have for 10 Professional Zoho Desk Licenses?
Hello I bought 10 Zoho Desk Pro licenses and I want to know how many user can I have besides the 10 Agents I already configured?
Deprecation of XML/JSON APIs in Zoho Desk mobile app
This is to inform you that Zoho Desk's old XML/JSON APIs have been deprecated and we have moved on to using REST APIs across the platform. The new APIs provide richer features and ensure better performance and reliability. The changes have been made on the Zoho Desk mobile app as well. Here is a link to the announcement we made about a year ago. What does this mean for Zoho Desk app users? If you have not updated the app to the latest version, you are likely to face issues with accessing tickets
Create Invoice from Contact Time Entries
Currently, it looks as if you can create an invoice for each ticket, or you can create an invoice from time entries associated with a particular contact. However, I would like to be able to create an invoice for an account, which includes all unbilled time from any tickets associated with the account. Sometimes I have many different tickets from many account contacts, and I would like to be able to bill them monthly on a single invoice, similar to how we can do it from the Contact "Time Entries"
KB Redirect
Evening Community I am facing a problem i have yet to resolve. When Visiting the Knowledgebase in the helpcentre it wal always redirect, how do i stop this Go To https://desk.zoho.eu/portal/mycompanyname/kb/ This will then redirect to https://desk.zoho.eu/portal/mycompanyname/kb/support/ Support being a department in Zoho
CNAME not being recognized
I added CNAME pointing to zoho as outlined in the instructions: and created sub domains. but not working here Created the following sub-domains pointing to: https://desk.zoho.com/portal/vanersitytech/ What Am I doing wrong?
Ticket Limits in Zoho Desk
Is there a limit to the number of tickets that can be created in a day or that can exist in an organization within Zoho Desk? Are there any ticket limits that I should be aware of? Thanks
Ticket Email Notifications - Timestamp Mismatch
Hi there, We have noticed that when we receive the "FirstName LastName has submitted a new ticket" email, the times intermittently don't match. For example, the timestamp on the email header is different than the time shown in the email body section "A new ticket has been submitted by <user> at MM/DD/YYYY HH:MM AM.". See below: In the example above, the time is different by 3 hours, but some users have a time difference of 1 hour. The computers they are submitting the tickets from are in US eastern
2 tickets with the same ticket id
We did realize this issue when we were trying to link a new ticket to another one. The target ticket number does appear on 2 separate tickets. Both of them are about the same issue. One was created by the customer through the help center and the one was created when an employee did forward it to helpdesk. Also Desk did not allow as to link to the target ticket at first. The system displayed the error message which was informed to you yesterday by Harry Brant on the "Linking Tickets" post. Later on
Activity list view based on ticket status
We need a filter for the activity list which shows the activities based on ticket status. You normally display the ticket status on the activity layout and lists but we can't create a view which utilizes this field (Ticket Status). Please consider adding this field into the activity view filters. We require this field to be able to select the activities which are still open but belong to tickets which already have been closed. We want to close them in bulk.
Error message when browsing activity list
I'm getting the below error message when browsing the "My Open Activities" list. There is one task on my list which I can't open. I think that I'm getting this error message after trying to open it on the sidebar and then trying to change the page number of the list. When I try to open this task on a new page then the system doesn't warn me but tries to open the page without success.
Prevent customers from setting ticket priority, due dates, and escalations
This is a new thing thats been happening and its been pretty frustrating. Recently we've been receiving new customer support tickets with customers preselecting their ticket priority, setting due dates (sometimes setting this up for immediate response, offten after hours, so we'll come in to new tickets showing up as late). Also, we have our internal processes for ticket response priority (answered in the order received so their preselections are irrelevant. Also, customers are setting their messages
Notifications Not Appearing
Hi, The notification pane on the right side is blank and doesn't show comments, replies or ticket updates etc. How can we re enable the notifications please? Thanks, James
How can I remove the link to "show all products" from the new ticket submission?
Hi all. Is there a way for me to remove this link to "Show: all products"? We use products to represent support contracts specific to individual accounts. By having the link to "show: all products" - our clients could see the list of all the support contracts we have for all customers. We could name them in a way to not be identifyable but this would be great if I could figure this out? Thanks!
Integrating with PageSense just got even better—Introducing Goal Metrics for Zoho Desk.
When you employ the use of a Help Center for customer service, you want it to be as efficient as possible in helping customers. You may have a rough idea of which help articles have been most useful and what your customers frequently search for. Without means to track and analyze data however, its usefulness can be gauged only by aggregation and ballpark figures at best. Now, in addition to Form Analytics, you can eliminate ambiguity and get the best out of your Help Center with Goal Metrics. By
SalesIQ tracking visitors Desk
I my website i added the html code to track visitors by SalesIQ; Who's online, history etc. Working great. For our desk we create subdomain like support.oursite.com How i can add this subdomain used for desk to track visitors? Thanks in advance, Eric.
Cname won't verify hying to map my domain.
I cannot get my cname or html file to verify, even though I put it exactly as it showed, and put the html file in my root directory. When I go to the link, it shows me the string of characters at the exact link it shows as the example. Anyone have any ideas?
Validation Rule help guides
I can't find any help guides about the usage of the new beta "Validation Rule" feature. I've tried to define a rule which alerts the agent when the ticket has some linked tickets. The rule reads as : When "Associated Type" is not empty then Alert the agent with the entered text The first issue on the rule definition process seems to be that the condition is being automatically repeated even it was only recorded once. The second issue is that it isn't displaying any alerts when I open a linked ticket.
Additional Validation Rule option cannot be selected
This is also true when you try to edit the field of the initially selected option. Please take a look at the attached video file.
Make User Fill Out Survey, Make sure survey replies link back to ticket
After a user submits a ticket, depending on what their issue is, we usually send them a short list of questions for them to answer to get more details. We typically just email those to them. Is there any integration I can do with some sort of questionnaire/forms where I can give users a unique link through Zoho Desk, and then they click on that link, fill out that survey and when they do, I would be able to find the answers to the form/questionnaire from that particular user for that ticket? I know
Twilio and Zoho Desk Integration
Greetings from OAppS team! The Version 2.0 of Twilio - Zoho Desk integration is live now. This Integration enables SMS & MMS communication between agents and end users. End users can ask for help via SMS/MMS and support engineers can send the solution through the same channel. Install Link : https://marketplace.zoho.com/preview?extnId=7f1cb373-3b71-4004-901c-f38c7a83c7c0&service=desk Key Features: SMS and MMS Inbound and Outbound Support AI in creating Tickets or Threads SMS Outbound Message Initiator
While creating tickets on behalf of customer by forwarding their email to Zoho support email
We have an issue while creating tickets on behalf of customer by forwarding their email to Zoho support email, for instance, if the customer has copied multiple contact person in their email, when we forward that to zoho desk support email to create a ticket, it can't recognise the contact copied in the original_sender's (Customer Contact) email. However, while forwarding, Zoho desk can recognise the original sender. Given this background, is there any solution to capture contacts in CC to the ticket?
e-mail thread of merged Tickets
Hello, I have tested merging tickets, and it works well as described in https://help.zoho.com/portal/kb/articles/how-to-merge-tickets The new tickets contains the messages from both originating Tickets, and with correct timeline. However, when replying to the merged Ticket, the e-mail content doesn't reflect this. Instead, only the Ticket of the latest message appears in the e-mail thread. If this isn't a bug, I would like the feature to be able to send e-mail replies that reflect the new merged
Error message when editing existing activity records
In the past I was able to easily edit already existing activity records but today the system started to display an error message stating that "The action that you are intended to perform is not possible" when I edit some of the existing records. I find the modifications to have been applied when I check the records by pressing the "Go Back" button on the error message. I'm not aware if this happens on all of them or on only a subset of them. Could you please take a look at this issue.
dashed line cannot be removed while edititing a KB article
Hi.. I have an unremovable (for me anyway) vertical dashed line which traverses two tables when editing a KB. Is there anyway to remove it? Thanks
Product Info extension detail request
Today I've found out that Zoho has introduced a new extension called "Product Info" on the marketplace. I did install it but couldn't find any documentation about it. How does this extension operate? I've selected a ticket which includes a record in the system default "Product" module but still this extension doesn't display anything in it. Also where do you enter product details into the system and can we customize the fields for products?
Issues with emails coming from Zendesk
We use Zoho Desk and many times when customers have their own Zendesk account they will loop our support email address into their Zendesk tickets. Zendesk uses a unique email address for every ticket by including the ticket # in the email address. This causes several different issues in Zoho Desk: It will often create a new ticket for every reply they make It spams our contact list and creates a new contact for every ticket The systems will bounce back and forth notifying each other that a new ticket
Our custom functions have stopped working
We did order and get some custom functions from our local partner back in 2018. These functions did stop working since last Friday (It may have happened before but we had a local bank holiday last week so we are not sure when they started to fail). We did ask our partner to look at the problem. Today, they told us that one of the functions was inactivated. We did activate it back but the issue is still happening. I did check the "Failures" list from the "Custom Functions" section. Almost all of the
the WYSIWYG editor is not working as it should
Are there plans to fix the WYSIWYG editor? Because as it works currently on this same siet as in the backend of Zoho Desk it isnt work properly. For instance when pasting in text it chops all lines into small section??? why it does this i dont know When you edit text it randomly add complete different parts of text to the style you are adding to say an header When working with bullets randomly it stops adding bullets to the text clearing pasted text sometimes clear all the text in the text editor
We have done the reviews to extend our trial as we setup and test but they did not give us extra time
We have complete both of the reviews on Zoho Desk through G2 and Gartner to provide us with extra time to evaluate and test functionality. We are supposed to get an extra 45 days for the reviews to test but we have not been given that extra time. How do we get this implemented? Thanks!
Blueprint Recording Error
I've revoked the blueprint from some tickets and then modified our blueprint for the parts department. I'm getting an error message which says "Unable to process your request" when I try to save the modifications to the blueprint. I did have this same issue in the past which did clear itself out after a few days. This problem wasn't addressed by your support team back at the time.
ZOHO DESK - FEATURE REQUEST: Response Time SLA Trigger for CALLS
I would like to submit a feature request to have Zoho Desk provide first response and response times for tickets where our response to a client is a PHONE CALL that is logged with the ticket, instead of email. This is extremely useful and important for businesses that provide most of their support via phone call like our large business. You can link this to calls logged in each ticket as an ACTIVITY. Please, please, please add this feature!!! I asked Zoho Desk support and you currently do not
403 Error on request from .net project
I have a problem when calling this API "https://desk.zoho.com/api/v1/organizations" with a valid "Zoho-oauthtoken 1000.xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" token passed in the authorization header I get a 403 forbidden error. When calling this from Postman with the same token (header="Authorization: Zoho-oauthtoken 1000.xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" ) it works ok. This is the code fragment which get executed: var httpWebRequest = (HttpWebRequest)WebRequest.Create(url); ttpWebRequest.Method = "GET";
Unassign tickets
Hi we have multiple agents working on our tickets. We would like that tickets remain unassigned no matter who answers them or at least be visible to all agents. This way if an agent is away and a customer replies to their ticket, we'll be able to reply to this customer anyway. Is there an option for this? Thanks
Is there a way to set a Default Layout in the Help Center/Customer Portal?
Is there a way to set a Default Layout in the Help Center/Customer Portal? I know customers can update that themselves if they want, but I'd like to set a default. I don't like how the form is on the right with all that empty space to the left. I'd like the actual form to be on the left and the "sidebar" to be on the right by default. See attached images
Dependencies between Parent and child field
Good afternoon all, I have an issue, I want to create a dependencies between two fields. It work only for one services. When I want to create the same dependencies for the other services I can select the first field in "parent field" but then the second field is not available in "child field". How can I make it available? Thanks in advance for your help. Regards,
Using time entered in DESK to create invoices.
I am attempting to use the time which has been entered in Zoho Desk to create an Invoice within Zoho Invoice. I have searched and cannot seem to find the information on how to create an Invoice from desk time entries. Can I please be pointed to the instructions or work throughs for this.
Using Classic Theme - Add New Ticket button in Header is too small
Hi, For our business, our tickets are called "Service Request Tickets." I'm using the Classic theme and I like the little thumbnail/button that says "Add New Service Request Ticket" in the header. The problem is that it cuts out our phrase at "Add new Service Requ..." Can you please help me customize the CSS/HTML to make this button wider? I want our whole phrase to display. Please see attached image.
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