Zoho desk won't refresh my ticket, says "aw snap" and does nothing
Zoho will not refresh my ticket it says "aw snap please refresh your browser" Refreshing the browser, clearing the cache and restarting it does nothing to refresh the ticket. The customer has updated the ticket but I can't see the update because of this
Zoho Desk appears to be down across multiple browsers
Is there anywhere I might find updates about this situation?
I am not able to log into zoho desk.
I am not able to log into desk it was working ealier today. I have included the error message.
Error accessing our dashboard
Hi, Today our agents have been reporting issues when trying to access Zoho Desk in order to attend tickets normally. A message "Sorry for the inconveniences. Try again later or report this issue in the comments form below" is dlsplayed with a form in
Many-to-one dependency mapping
We had to create a complete copy of our "Reported Problem" / "Identified Problem" structure by renaming them as "second" because you lack this feature. You need to allow mapping from multiple fields to just one field.
Export a list of fields for all modules in a spreadsheet with specific field data
Many of my clients are using spreadsheets to create lists of fields for all modules when starting a new implementation or when updating an existing setup. This is a useful process but also a very time consuming one. It would be good a list of fields could
KB Article Table Is Very Hard To Use
I have just started to use the Zoho Desk Knowledge Base. As i've been making articles, i've found that the `Table` feature is quite hard to use for a number of reasons. This is especially problematic as each of the issues listed below are part of the
App Spotlight: Shopify for Zoho Desk
Our App Spotlight brings you hand-picked apps to enhance the power of your Zoho apps and tools. Visit the Zoho Marketplace to explore all apps, integrations, and extensions. Shopify for Zoho Desk View orders and customer information from Shopify inside
App Spotlight: WooCommerce for Zoho Desk
Our App Spotlight brings you hand-picked apps to enhance the power of your Zoho solutions. Visit the Zoho Marketplace to explore all apps, integrations, and extensions. WooCommerce for Zoho Desk Keep track of your WooCommerce orders and customers from
How can i get first response time & number of responses from API?
I try to fetch this details on each ticket but the data that come from your API isnt good, my API request is: 'https://desk.zoho.com/api/v1/tickets/'. $id .'/metrics' then i get several fields like: responseCount, threadCount and more. But when i compare
Filter on pick listi options.
GHi! I have a pick up list field with 20 different options. In the ticket opening form I would like to show this field in all departments but in every department I would like to show only some options of the field. For example, if I choose the "apple"
Restrict Customers to Certain Departments
Is it possible to restrict Zoho Desk Customers to certain Departments? The intent is for my company to setup a Department geared specifically for supporting external customers. This means that we would not like external customers to have the ability to submit tickets under different Departments, specifically our internal Departments. Being able to restrict customers to chosen Departments would accomplish this, but I see no such option when creating a new contact. Thank you!
How should we setup Zoho Desk?
Hi All, We are very new to Zoho Desk and I am just wondering if someone can give us some directions with the Set Up Zoho desk. So we have an "admission department" within our organization where we help students to get admission at Canadian Colleges
Mark ticket as responded to by automation
Hi everyone, I have setup some Rules and email templates so that when a ticket is assigned in Zoho Desk it automatically emails the Contact telling them who is working on the ticket, the priority of the ticket and what the SLA response time is. The bit
Teams Vs Departments
Hello, I'm going to soon be migrating my team over to Zoho and, as I've been doing some tests with the product, I am unsure whether I should be using Teams or Departments to separate my two teams. The Teams Team 1: Customer Support - Helping customers with general questions pre and post-sale, doing basic troubleshooting, helping with account issues Team 2: Technical Support / Escalated Support - Takes escalated product issues and helps resolve them with the customer Both teams should use the same
Multilingual Knowledge Base is now available for beta access!
Hello, everyone! We are thrilled to announce that Multilingual Knowledge Base is now available for beta access. This will be a big enhancement to your efforts in providing self-service for customers across the world. Here's what we have in store: A
Extra charges aside Pricing Subscription for Zoho Desk
Hi Everyone... I intend to buy Zoho Desk subscription but I'd like to know the extra charges that comes with it but is not included in the major pricing detail. Also for my channels, does Zoho Desk has the call, SMS and Email support system or I will
Zoho Desk - Schedule ticket closing
Hello, I'd like to automate ticket closing when no customers answers after a 48h delay. I tried to add a ticket state, to create a rule, but I don't find a way to scheduale the closing. Any idea ?
Custom Prioritization Calculation Zoho Desk
Hello, I want to apply RICE prioritization by using custom functions (or maybe some other approach). Here is a sample of what I am trying to achieve -> https://drive.google.com/file/d/19Uwjjfli23FV7-p8SiRcUspHw13dWH8f/view?usp=drivesdk I would like to
securing help center login
Other than painfully moderating signups, is there another way to secure a help centre? say by domain? Can domain access be added to the permissions page? My use case is for an internal helpdesk. Another use case is rather than help center's by brand one
What is the difference between "List view" and "Quick navigation" under the category settings in the help desk?
Hello, I was wondering wgat is the difference between "List view" and "Quick navigation" under the category settings in the help desk? I see in the articles (when in "Quick navigation") a 'next' and 'previous' button. But aside from that I see no di
Errors when using JIRA integration
Hi, We have had the JIRA integration working successfully for the last couple of years but it has recently started failing. Specifically, when we try to "Add New JIRA issue" from a Zoho Desk ticket we get the following error: Oops! Something went wrong
Zoho Desk, prevent creating new accounts when creating a ticket
Is it possible to prevent agents from creating new accounts when creating a ticket? I would like them to be able to only select an existing account from our list of accounts. We are having a problem where accounts are added multiple times as agents create
MS Teams App
Hi, is it possible to get a notification in the MS Teams App, when an new ticket is created in zoho Desk? It seems as if it is just a visualization of a ticket view in MS Teams. We'd need the red dot, when a new ticket is created.
Not able to reach the help center
Hi there, Our customers can't reach our help center and get to see an error: https://support.spend.cloud/portal/nl/home How can we fix this?
Creating a ticket without automated email to Contact [checkbox?]
In some cases when creating tickets it is not necessary to automatically send an email to the contact. Especially when creating tickets for documentational purposes. A simple checkbox for something like "create ticket without automated email" would be a huge QoL improvement. Thanks.
Want to use my support portal jparmodernrealestate.zohodesk.com within iFrame
I'm trying to frame in my support portal within an iFrame but am getting an "X-Frame-Options" error. When I was reading this article, it appeared that I would need to contact Zoho support to whitelist my site to allow for this. The site I'm trying to
KB Dashboard - Keyword search success ratio
How is the "Keyword search success ratio" calculated? Any additional information is also helpful. Regards, Fernando
DKIM security concern
I have just implemented DKIM in my environment. When I did this my email system started flagging all the messages from Zoho Desk as spam. I added the zoho SPF and DKIM settings to my records but now I'm concerned that this is a security risk because
Categories-Automated Responses to tickets
Hello, I would like to create categories based on the content of an incoming ticket from a client. After assigning the existing ticket in a category, i want automated email reply as a respond to the client. How can i set up this procedures?
auto assign
Hello, How can I auto assign ticket depending on who receive the email? I have 4 emails that redirect the emails to zoho desk. If the person that received the email is "bob@hotmail.com", I want to assign the ticket to someone. To address and email dont
BCC from desk to crm
I want to automatically forward all replies sent in zoho desk to zoho crm via the BCC address that I have generated in CRM
Customers can view Tickets of other users in their account Setting
Is it possible to enable this, but default it to off when contacts are associated with an account? We don't want all users to have this access by default so it's extra work to have to uncheck this for every user.
The image URL from Ticket API response is wrong
I attached a image when replying to a ticket on Zoho Desk. And the image URL that I got by inspect that image is image URL. But when I try to get that image URL by using "GET /api/v1/tickets/{ticket_id}/threads/{thread_id}", the URL I got is: https://desk.zoho.com/api/v1/threads/602128000001041131/inlineImages/edbsnb6e73af32a96c8276baef2cfab2e75aba2e8e4ec0c3cc97af961d8b596f17a305f07461bd45562191b6f936e0ca8394eda32ccae832833b938f6eea96a341ba47773348c8ddb0f2139359c3c3c39cd32?et=17dadeeac68&ha=ae044241b921f21304110139d38c2801b7a017624cebe792ab1d1ce3d6b0547f&f=1.png.
API error
Please can someone tell me what I'm doing wrong here? I have created a "Self Client" app in the API console (the EU one as that's where our accounts are). I have copied the client ID and client secret. I have then generated a code, for scopes Desk.search.READ
SLA Response Escalation
I have Zoho Desk Enterprise. Why do I only have two escalation levels for Response Escalations. Per the KB, it says I have 20 escalations per department. For Response, I'm only seeing 4. Thank you.
Print Button in KB article
Hi, I'm currenly using the Beta version of KB, so i'm not sure if my question is valid in the standard KB module but I'm looking for a way to print Article from Agent interface. A button exists and works fine from portal, but a cannot find similar in
Merge more than 3 records at once
Hello Zoho Team, There have been a lot of times that I and some users need to merge more than just 3 tickets, many of this times is related to automatic notifications and batch issues who came by different contacts or users with same problem. So we wonder if this feature will be available in a near future? Thank you.
Agents Availability
Hi, We need to measure the availability of the agents in Zoho Desk of somehow during the period of work coverage (9 AM - 18 PM). Is it possible to measure it and get a report? Thanks again.
Custom List Mode
Is it possible to configure the List mode so it splits tickets up into columns similar to the "kanban" countdown and status views? If this isn't an option, is there any mode that would allow a user to do this and specify which users can be viewed in that
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