How Do you Post in the "Announcements" Category
Our Zoho Desk has an Announcements category, but I cannot find anywhere inside Zoho desk or in the Community section to post in the Announcements section. Is this because we are using "Remote Authentication" to login our users, so when I login to the
Help Center re-invitations cause the contact record details to become emptied and contact name to be changed
I was correcting a message draft and I had to re-invite the contact to our Help Center because the response was referring to a service instruction which was published in the Help Center. After the re-invitation the contact name has turned into "Anonymous 4" (This issue did occur 3 more times in the past) and all of its details has been deleted. Also the drafted message has turned back into its original content. I did work on this draft at least for about 10 minutes. (I had saved the modifications
Support Email addresses getting notification emails
We have several of mailboxes set up that forward to Zoho Desk, but they are also the SMTP addresses in Zoho Desk form our system. When those send in a ticket, they also get the ticket notifications which adds extra clutter to the ticket. Is there a way
Button link in html template zoho desk
Hello, I would like to add a link to button in zoho desk template mail but not working, and there's one type of button work <input type="button" class="button" value="View ticket " /> how can i add link in this code ( href not working in zoho desk
Zoho email forward auto assign agent
When forwarding an email to create a ticket in Desk, is there a way similar to the #original_sender tag to assign it to an agent? Right now it creates the ticket, but creates it as unassigned. I then have to go into desk.zoho.com and assign the ticket
Help center close button
Hi Ash and team, I want to give my requestors the ability to close their tickets. As default close ticket button is shown when a ticket does not have associated blueprint. But i want to show it even if the tickets are in a blueprint. Is there a way to
I've imported records for my organization, unfortunately every one incorrectly came in under my name for the Account Owner instead of the assigned owner
The mapping in Zoho import is not working
Integration of ASAP Web Addon in Angualr
Hi There, Any document to Integrate ASAP Web Addon in Angular frame work 10 possible?
Create tickets on behalf of the sender while forwarding emails
Is this feature department specific or global setting? Create tickets on behalf of the sender while forwarding emails When an agent forwards an email to your support mailbox, it creates a ticket in the name of the sender. When disabled, the agent is treated
Helpcenter front not reacheble for about 30min.
Our Helpcenters https://helpcenter.bimcollab.com/portal/en/kb (multilanguage) and https://helpcenter.kubusinfo.nl/portal/nl/home weren't reachable from around 13.45 to 14.15 CET this day. We found also another company with the same issue. Problem is
About ZOHODESK Request API
This documentation of the ZOHODESK Request API is very brief: https://www.zoho.com/desk/extensions/guide/#request-api Can someone point me to a more complete version of this documentation? I'd like to confirm that: - I can use placeholders in the request
SLA Dashboard - Violations by SLA did not match
Per checking on the SLA Dashboard - Violations by SLA, counts did not match on the number of tickets that we have. Please see images below for your reference. SLA Dashboard - Violations by SLA Total number of incident request: 19 Total number of incident
Report of missed calls during ivr or after ivr
where can i tell the difference between missed calls during ivr or after ivr ?
Support for Unifi Talk
Hi I just wanted to see if there is any support for connecting Zoho Desk with Unifi Talk I know that Unifi talk uses Twilio not sure if that makes a difference. Thanks
workflow module for IM
I can't find the module for IM, so I can't create a workflow for IM
Default department: differences from others
Hi! Can someone explain me what is the function of the "default" department? How is it different from others? What can be done different in the default department? Knowing this information would help me understand how to handle it. Thank you!
Can't create a Desk Report for more than 31 day time period
There doesn't appear to be any way to create or view a report in Zoho Desk reports area where the view is more than 31 days. When you try, it gives an error saying the time range cannot be more than 31 days. That seems crazy to me. What if I want to see
See how many API credits left
I need to know who many API calls i left, In zoho crm i can see the amount of API credits that left, can i see this info in zoho desk? And if not, how many credits 'cost' to fetch an 100 ticket ? I want to be able to fetch all the tickets on a daily
Zoho Desk: Incoming Chat Automatically Going to Missed Chats
Hi all! We're having an issue in Zoho Desk where we're seeing chats going to "Missed Chats" despite our team being active. We've already set our team members to not show as idle. Additionally, some of our team have lost access to the chat in Zoho Desk
From Address: Edit default email
Hi Zoho Desk Team, Is it possible to edit the default "From Address"? We want to change it to: support@amti.zohodesk.com Or can we request for you to change it?
SLA Response time to NBD (Next Business Day)
Hi Zoho Desk Team, Is it possible to set the SLA response time to next business day? Ex. Ticket was received today but the response time is for NBD (Next Business Day) Within 8AM - 5PM the agent must respond to the requestor, and if the agent did not
Add more options for customer satisfaction
We think that is important that we have more options to qualify the customer satisfaction, now there are 3 faces, I recommend to have more options like 5 stars. Like this picture. I will be grateful
Zoho Desk | Autonumber Field
Hi Zoho Desk Team! Hope all is well with you. I would like to ask is there any workaround to create an custom autonumber field in Zoho Desk? Say I want to have this format: ABC-YYYY-5Digits(incremental). Please let me know. Best regards, Lizz
Over 200+ extensions available for Zoho Desk on Zoho Marketplace
Dear Zoho Desk users, We're stoked to announce the addition of 200+ extensions for Zoho Desk on Zoho Marketplace. You can now transform your customer experience with over 200 powerful plug and play extensions to suit your unique business requirements.
How to disable Portal in Zoho Desk?
Is it any way to disable Portal or Help Center in Zoho Desk? By the moment, we don't want customers to interact through this channel
Unique Last Name Only?
Guys, Apparently, since last name is a mandatory field in DESK, I cannot have two people with the same last name? Duplicate Contacts with this name "Last_Name" already exist This is a bit of an issue because this is a very common scenario. Any ideas, anyone?
Add Picture/Link etc. to a resolution message
Hello there, Does the possibility exist to add a picture (jpeg or similar) to the resolution message? We use this function to inform the customer of what our agents did and as such, a screenshot or similar is often required to be informative and appear
Hide some related products from the user in the Help Desk
Greetings, I have an important need. I would like to hide, during the opening of the ticket, some products in the choice of the available linked products. For example, if an Account has the product "apples" and the product "cherries" from the "fruit"
Advance web form captcha not working on wordpress
Hello, So I created an advance form for my wordpress site and went ahead and pasted the embeed code onto my page. Everything looked fine expect the captcha image, it was a broken image link. I decided to test the code on my desktop and the captcha was generating without an issue. It seems like the issue occurs during the https://desk.zoho.com/support/GenerateCaptcha?action=getNewCaptcha portion of the code when it retrieves the JSON file.
Dashboard: Ticket by status
Hi Zoho Desk Team, Would like to ask if why does the dashboard only shows that "DAC IT IAD" only has 2 tickets? But in reality we have a total of 8 tickets assigned to DAC IT IAD. Note that only 1 out of 8 is CLOSED and 7 tickets are still OPEN.
Integrate my website with zoho support
hi, I have built a request form in zoho support and added return url , domain name and other necessary fields to it.After that I embedded the html code generated to my website page. my problem is I am unable to redirect to the specified return url without login.is there any way to resolve this issue ?
Time Entries - Accounting per Customer
Hi, besides the possibilties to invoice per agent or profile, invoicing per customer is our primary choice since years. It would be nice to have that option (hourly rate field at account necessary).
Integration to any App store (Ex. Playstore)
Hi Zoho Desk Team, Is it possible to integrate to any app store? like in playstore. every reviews will be sent to zoho desk as a ticket and everytime an agent responds to it in zoho desk, it will be shown in the app store?
Update ZohoHCAsapSettings
Hi, Is it possible to update ZohoHCAsapSettings? Example: I want to attach the current URL in a SPA to a ticket. How can I do that? Updating window.ZohoHCAsapSettings doesn't work and I'd like to avoid reloading ASAP entirely.
Super Admin (main admin)
Hi Zoho Desk Team, I have a question regarding the super admin of the account, say for example I used the super admin and created workflows with custom functions with it. And suddenly the company decided to demote the super admin to a light agent, and
Can't populate hidden field with ZohoHCAsapSettings
Hi, I want to add some information to tickets created in ASAP. I can do so using ZohoHCAsapSettings as long as the fields are editable. However, I want to hide those fields, but as soon as I configure them to be hidden in the knowledge base, their values
Automatic workflow
Hi, 1. I would like to have an automatic email sent to client at X days without their answers saying "Dear customer, this ticket is waiting for your answer or feedback. Should you not reply within 48h, this ticket will be automatically closed and considered
Text in Tickets
It would be really cool if there were a built in way for customers to be able to text in their tickets like they do email tickets where desk could automatically assign the ticket to the right account and contact based on the number that was used to send
Placeholders in articles
Hi Zoho team, I know placeholders are usable within snippets and email templates, but I haven't been able to use them within knowledge base articles. I'd like to essentially have a long format response for customers that I can paste as an article into
Agent Queque side panel fixed
In the "tickets" page, it would be very useful if the panel on the left "Agent Queque" could always remain open or in any case I could choose to fix it. This way, while looking at the unassigned tickets that arrive and need to be assigned manually, the
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