we have created a ticket in python but we cannot view the ticket in zoho desk
Error while creating a ticket
'{"errorCode":"URL_NOT_FOUND","message":"The URL you requested could not be found."}\n' Request not successful,Response code 401 Response : b'{"errorCode":"UNAUTHORIZED","message":"You are not authenticated to perfom this operation."}\n'
SAML Vs. Remote Authentication for SSO
Hi I'm trying to better understand which SSO authentication method I should use and would really appreciate the help from someone more knowledgeable than me. I am trying to have the customer portal be accessed with credentials (login/password) that they have on my existing wordpress website. BUT if they don't have a username/password on our website, I want them to be able to use the "Sign Up" Feature in the Zoho Desk customer Portal. I already have Zoho Desk on my subdomain. Which Authentication
Is It Possible to Make the New Ticket Form Have Multiple Columns for the Customer Portal
Hi, Currently, when users go to the Help Center and enter a new ticket, the form has all the questions/field listed in one column. This looks very sloppy. Is there any way to put two fields next to each other on the same line and essentially create two columns? I would anticipate one field to have name and another to have phone number for example and have those two fields to be next to each other where it looks cleaner than having these wide fields take the entire width and be below/above each other.
Request to remove the [## XXXX ###] from subject replies
Hello support, I was trying to edit the template for the REPLY ALL from ZohoDesk to the customer subject line. Here are good examples of similar complaints: https://help.zoho.com/portal/community/topic/edit-the-reply-template In this tread it said to email So what we are seeing is we can edit the template of just about anything except Subject line replies to Customer. For example, when the customer sends a ticket they get the automated reply with [XM #123] Your ticket has been created -- OR WHATEVER
Improvements to Zoho Desk's Social Module
Leveraging social media as a support channel has been a challenge for companies large and small. Owing to its high engagement levels, the number of people taking to social media to voice their concerns has been on a steady rise. In response, brands are becoming more aware and strengthening their social support strategies to ensure quicker responses and timely action. At Zoho Desk, we have always recognized the value of social media as a support channel. Over time we've made improvements to our
Desk pages cannot able to access after subdomain mapping
Hi, After a successful DNS verification via Cloudflare, now it seems to be the pages are not accessible. All pages under desk were showing 403 Forbidden with a unsecure url. After few minutes the error message changed to "The page isn’t redirecting properly".
Bybrand For Zoho Desk Now Support Multi-DC
Hi community, Nine months ago, we launched Bybrand's integration with Zoho Desk, which made it easier for support managers to create and manage HTML email signatures for company agents. We made an important update on Bybrand with the help of the Zoho support team (Zoho Cares). You can now use Bybrand in Multi DC. What does that mean? Zoho Desk customers using the Europe and India Data Center will be able to use Bybrand, now. US - https://www.zohoapis.com/ (previously only) Europe - https://www.zohoapis.eu/
Is it possible to display custom defined fields on the contact card ?
We want to see some of the custom defined fields on our contact cards. I couldn't find any way to make them visible on the contact card. Could you please help us on how to make them visible? What I mean with the contact card can be seen on the below image.
Integrate App with external portal user table
Hello! We are developing an external application for integration with Zoho Desk. We want to use as the user access table the same external portal user table for tickets. How can we access this Zoho Desk table to create users and log in through integration with the external third party application? We want to use the user table as backend only
Ability to edit community topics permalinks
Please add option on desk community component area under action or somewhere else to modify each topics permalinks. Currently we can do it for Knowledge Base articles, rather than KB i see its important to community Even we post something ourselves, to avoid that problem always we have to write short title and post it first for get short permalink and again edit then complete the topic however that's not familiar task for public users so usually we see too much long links and its uncomfortable to
Auto Assign Ticket to Agent
Good day, is there a way to auto-assign a ticket to an agent once the the agent starts working on the ticket or response to the ticket. Thanks Rudy
Not able to map my domain to Zoho Help Center domain
Hi, We have followed all the processes for mapping our domain to Zoho's helpcenter domain, but we are constantly getting Forbidden 403 error when opening the mapped URL. Would need Zoho's intervention to help resolve the issue. Thanks!
ASAP vs Live Chat
Wondering if we should use ASAP or Live Chat. I'm a little confused why both products are offered. Does anyone have any guidance? Some background, we want authenticated users of our SaaS product to be able to live chat with us and easily access KB. Additionally, we want something like Intercom for our public facing website to engage viewers and convert them into leads.
Modifying Integration Tasks as Part of API Transition
As we had stated in this announcement, our old XML APIs have now been fully deprecated and we are almost near the sunset date (August 17, 2019) for those APIs. This post is to inform you about a modification that you would need to make as part of transitioning to our new REST APIs. If you have used integration tasks in any of your custom functions, please treat this post as a high priority. Earlier, the following integration tasks used XML APIs: zoho.support.create zoho.support.getRecords zoho.support.updateRecord
Redirect Customer Self Registration for Automated Approval
Hello, We like the self-registration feature of the Customer Help Center, however, we are curious if there is a way to redirect a new signup request to our own custom endpoint so that we can collect billing/payment info as well as getting an acknowledgement on our company's Terms of Service before completing the user registration. We are currently utilizing Zoho Desk Professional and Zoho Books Basic. Raphael Guzman
Zoho Desk now integrates with TeamViewer!
Imagine your agent is in contact with your customer and needs to start a remote session to solve the issue. Switching out of your help desk app just for the remote session is frustrating. Things can slow down when a regular part of your customer support process such as remote sessions is out of place. But we have good news: you can now integrate TeamViewer with Zoho Desk and hold remote sessions right from your help desk! What this integration does: Once you've integrated TeamViewer with Zoho
Zoho Desk Integration with Avaya and Skype
Hi, can Zoho Desk integrate with these systems: Avaya On-Premise IVR Skype for Business Thanks, Farshid
Live Chat Widget Sticker appears right a the bottom of the page...
Live Chat Widget Sticker appears right a the bottom of the page despite I want it to go a on the right of the page but a bit higher. (See Picture For Info)
Import Zoho CRM cases to Zoho Desk
We are currently using Zoho CRM's cases to keep track of our customer tickets. In the future, we plan to move to Zoho Desk. What are the import options in Zoho Desk that I can use to potential import the cases from Zoho CRM?
ASAP ticket description box text is white?
Hello, folks, We have set up Zoho ASAP and it works well. The only problem is that users cannot submit any description because the body color in all the themes is white. I have tried using all the themes and even customizing, but this still remains. The preview in the ASAP set up has the same problem. Please see below:
Is Chat disabled for Zoho Desk Pro?
Hello Support, Our client is currently using trial version an Chat customization is currently disabled on their instance. Is chat available for Pro version? If not, what can they use as alternative? Regards,
Wanted! - Custom address for community notification mails
Hello Currently we can use custom mail address for zoho desk tickets, portal invitations etc but the community component (past zoho discussion) still uses noreply@zohodiscussions.com / noreply@zohodiscussions.eu for community notification mails. Will zoho let us to use custom address for these notification mails soon? Please share us ETA if possible
Need to remove superadmin
Hello, Our superadmin that has managed our companies email is no longer managing our companies email and we have no further contact with. We own our domain from a different website but am unable to change any email settings because we cannot logon to superadmin. Thanks
Bad name in forum email notifications
My name in forum email notifications looks weird. I never registered with such a name, so I think that this is your internal technical name on mine. Why are you using it instead of my name that I am registered with?
orgid and dept_id
Hy, I'm not able to found out my orgid and dept_id can someone help please
Introducing Validation Rules!
Today, when any ambiguous information that enters your help desk can slow things down, it's essential to have some method of form validation. In time-sensitive situations, back-and-forths to regather data can cost you valuable time. Now, with Validation Rules in Zoho Desk, you can ensure the data in your help desk is accurate and adequate. Validation Rules help you implement field validation to improve the accuracy of the data you collect. It's a simple process that helps you stop ambiguous information
Search results are not logical within Knowledge Base
When searching for a question, relevant articles show in the drop-down however if you hit enter (which a lot of our customers no doubt will do) a lot of results appear, some of which are not relevant at all. We have checked the tags, and the irrelevant results do not share any of the same tags. Could it be that after relevant results are shown, does it perhaps then show all articles which are in the General section afterwards?
Delay in receiving mails/responses
Hi all, We were facing intermittent issues in our mail server which affected email fetching(please check this link for reference); most of you must have observed delay in ticket creation process because of this. Our development team has however confirmed that the issue has been fixed. The tickets received during the downtime will be fetched without any loss - we are pushing all the responses in queue - but there would be some some delay am afraid. We are sorry for the inconvenience caused. Let us
CloudFlare doesn't recognize CNAME record
Hi team. We need to setup our domain, but we manage our DNS with CloudFlare. We already try the recomendation about disable the orange cloud mentioned in this post: https://help.zoho.com/portal/community/topic/how-to-verify-your-domain-with-zoho-desk-and-cloudflare We already check the domain's response as you can see in the attached image. Can you provide us additional info to solve this issue? Regards, Bismark Colombia Nicolás Arias
The export ticket is limited in quantity
hello： When I want to export all tickets, I can export only 3,000 pieces of data no matter how I select. No relevant unrestricted options were found. How to solve this problem?
手動で問い合わせを作成した時の、実際の問い合わせ日の管理について
ウェブフォームやネット電話ソリューションなど、システム連動で問い合わせが発生した時は自動で問い合わせが作成され、問い合わせ作成日が実際の問い合わせ日と同一になると思います。 しかし、リアルタイムで問い合わせを作成できず、手動で後日作成する場合など、どのように管理するべきなのでしょうか？ デフォルトでは問合わせ日時が内容なのでで、カスタムフィールドを作るべきなのでしょうか？ 私のユースケースでは、 のサポートセンターのように常にデスクにへばり着いて、またはモバイル端末で入力できず、改めて入力することが多いので、IT系のサポートセンターのような標準スタイルは困ります。 とはいっても、問い合わせを受けたときにリアルタイムで起票するような方向には持っていきたいとは思っていますが。 アイデア等ありましたらよろしくお願いいたします。
メールが活動と独立している点について
Office365でメールを使用していますが、Zoho Deskにメールをまだ統合しておりません。 問い合わせを電話いただいたので、手動で起票し、活動としてメールで問い合わせ者ではない第３者の代理店などの協力者とやりとりし、その後問い合わせ者に電話連絡で報告したいと思っています。 この場合、メールでのやり取りをどこに記録すべきかよくわかりません。 基本的にメールのやりとりは、システムに取り込むのでしょうけど、取り込まない場合の記録がしにくいです。 タスクで管理しようにも相手型が紐付けできません。
How do I add a cost to an agent
I would like to add a standard cost per agent. How do I do this by agent?
Remote Auth issue with new Portal Beta Themes
We use Remote Auth to authenticate our users with the Zoho Desk portal. There's a feature where Zoho will provide a serviceurl so the user can be redirected back to the correct page after login. This worked well under the standard Portal theme, but once we switched to the beta theme the serviceurl stopped working and the user always get redirected back to the main page. This makes the user lose their place if they go to reply on the community since they don't get sent back to the same page after
Search not working properly for new KB themes
We moved over to the new Zoho Desk Help Center Themes. We have a big problems with them though. The search box for the KB only searches the page you are on, or any sub-pages. It should be searching the entire KB instead. The old theme would always return results from the entire KB. With the new search people think that we don't have any articles because they search for things and get no results and it's not clear why. This is very counter intuitive. Here's a video showing some searching and how confusing
Auto Close Ticket
Is there a way to automatically close tickets received from a certain email address? I am signed up to an agency which sends me leads via email (this cannot be changed) but i dont actually read them in Zoho Desk i just close them and manage all my leads on there website portal. If there isnt then that is fine, but no harm in asking. The emails i receive are always from the same email address. I Have tried to look if a macro can be created but have zero clue how to do this! Many thanks in advance
Zoho Integration
How well do the different products Zoho offers communicate with each other? Can i set up something like Zoho Support to turn issues or service tickets into Tasks or Bugs for Zoho Projects?
QMatic Integration or Similar App
Hello We have several branches that are visited physically by our customers. What we want to do is for them to have a kiosk, to select the service and be assigned to a queue. Once the person is talking to an customer service representative, they will start creating Zoho Desk tickets or CRM leads. Is there any 3rd party app or integration to something similar to QMatic that allows us to have a single repository for calls and physical interactions? Of course we can have separate processes and instruct
Unable to invite a user to the help center
Hi, I get the following error when trying to add a specific user to the community: Sorry, Unable to process your request. Try again later. Can someone check what's wrong? Thanks!
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