How to search using custom fields in Zoho Desk (via Deluge scripting)?
In Zoho Desk, I have an account-level custom numeric field, called 'cf_vl_client_id', which is used to store the internal Client ID generated by our system. When I am trying to search records (in the Accounts module) using this custom field, I am constantly getting an error: zoho.desk.searchRecords(deskOrgId, "accounts", {"cf_vl_client_id": 1000}); Error: {"errorCode":"UNPROCESSABLE_ENTITY","message":"The value passed for the 'cf_vl_client_id' parameter is invalid."} Surprisingly, I am able to find
SMTP Error
We haven't changed any of our SMTP settings on the server. This morning we were suddenly unable to send out emails with our current From Address. The error we received is attached but I'll reproduce it below: "Email reply failed from being sent! Momentary
Reply not sent
Hi, I am having an issue replying in Zoho Portal. The below is popping up the window; Please help me. Thanks in advance.
Zoho Desk Custom Reports | COLUMNS TO TOTAL
Hi Team! Can I add custom columns from here?: COLUMNS TO TOTAL tab. If yes, how can I add custom columns here? I want to get the sum and average via Reports of my custom fields. Looking forward to your response. Thank you. Best regards, Lizz
In Views, add column for "last communication"
There is a column available in all views for "Customer Responded Time" but there is no column for "Agent Responded Time" nor is there a combination of these two, which would be something like "Last Message" - being, the last message either sent or received.
Quality review for Tickets in Zoho Desk
Creating a Quality review process in Zoho Desk for a department where generally a selected person would review random tickets of a specific agent according to selected criteria. For a better performance and customer service.
Asterisk Integration
I'm currently in a test period and would like to see, if we can integrate our Asterisk server. First, it says, that it only works with Zoho CRM. Second, I get an error message: Asterisk1.4 PhoneBridge Ihre Anfrage konnte nicht verarbeitet werden. Klicken
Timer Options for Billable and Non-Billable
I noticed that Zoho Project’s timer feature has an awesome feature that we need in Desk. When you run the timer on a task and hit stop, a pop-up window asks you to select billable or non-billable. It also allows you to add notes for the time entry.
Non zoho desk user send notification
Hi Zoho Team, Is there another way to send email notification to a non zoho desk user other than workflow?
Can a Live chat and Contact Form be integrated on our own website, including contact Button on any page
Hello, 1. I wanted to know whether below options from Zoho Desk can be integrated on our own website- a. Live Chat b. Contact Form page (customized) c. Contact Us Button (or simlar one), on any page of the website including Product page. clicking on Contact
Multi-language support
Hello. My main website is in Spanish and English, though when sending my Spanish speaker clients to the Help Center, they only see it in English because that is the default language I set it to. Is there a way to have multi-language support in the Help
Can't create a ticket via API
HI, I am trying to create a ticket, as per the documentation https://desk.zoho.com/DeskAPIDocument#Tickets%23Tickets_Createaticket I am passing in the orgId and authtoken in the header and the two other required fields as perams https://desk.zoho.com/api/v1/tickets?subject="This
Submiting a ticket department question
Hi Zoho Team, What does the second IT Operations means? And why is there two IT Operations department upon creation of ticket in Help Center?
Workflow rules limit
Hi team, Is there a limit on how many workflows can I make?
I can't refresh token
I am using postman to test apis that I will be putting into an applciaton and I am having issues getting my refresh request to work -the redirect_uri is https://www.getpostman.com/oauth2/callback (is this correct? what should it be) and what should Authorization
Webhook Disabled Issue
Dear All, We have received the below information on 10.09.2021 and then we have enabled the webhook manually. Could you please support us with this case? What can be the reason of this problem? Hello Tolon Help! The webhook desk.zoho.com has been temporarily
I can't see the Salesforce Account Infromation on Zoho Desk
I integrated Zoho Desk with Salesforce with both directions data sharing, and I am able to see that all the accounts where sync, but, when a salesforce account send a ticket the Salesforce information does not display on the ticket details. Anny su
Blueprints - Being able to define what will be restricted in a Strict Blueprint
It would be helpful if we were able to define what we want to restrict in a Strict Blueprint. For example, letting the users add comments or adding resolution, etc. I've built a Blueprint where I want it to be Strict, however, I want the agents to be
Search function is unstable.
Dear Sirs, Could you please check, I searched for products using "EyManN" the system show that not found. while available in the product module. When I scroll down from search pop up I can found the Product "EzyManN" on the system.I attached a sample
Is the Layout field accessible for use in email templates and workflows?
We have customers that require different ticket template layouts with different fields in their Help Center. When multiple layouts are enabled, Desk automatically adds the Layout field onto the ticket form in the Help Center view. This is great. However,
Custom view
Hi i do not have the option to add a custom view in a department at all . Is it also possible to add custom view's in the all department menu ? please assist
Delete blueprint status and transition
Hi Zoho Desk team, Would like to ask what does this mean? I already deleted all the tickets, and there are no tickets existing in department now. But this message still keeps on popping, can you help me with this?
Zoho Desk - Emails not loading in portal and cant send email replies
Content is not available. Please try again after some time. = Error 1 for emails not loading Email reply failed from being sent! Momentary issues with the mail server, Try resending this email again. = Error 2 when trying to send.
Merging Duplicate Requests
In Zoho Support, occasionally we receive emails from clients with the tracking number missing. Because they are likely associated with a current request, we simply need to combine them into one request. How do you bring together two requests that are really one?
Phone Call - Ticket Association Freezes
When I try and associate an ongoing or previous call from the phone pop-up, the browser session freezes for most things. Anyone else having this issue? I have tried both Chrome and Firefox to see if it was a browser issue, but no luck in either of those
Customer Portal - status figures break down per Account
Hello, I would like to suggest an improvement on the Customer Portal Currently status figures for Open, Closed and On Hold, are only filtered when selecting in Created by : You, Team or My CC'ed tickets Right now when selecting a specific Account, the
Adjusting CC field in Ticket Layout, Default Contacts
Hello, I was hoping to be able to add and adjust the CCs field to my ticket layouts, but it appears to not be an option. I was also hoping that I could set a default CC contact for tickets submitted to a particular department; a contact who is not an
Add a delay timer for ticket is closed
Our users get the ticket closed message first before they get the reply. It would be good to add a 5 min delay timer to the closed message. This way our customers don't get confused on why their ticket was closed because they got the reply last.
KB reusage evaluation
Hello all Time ago I started to create some KB for my company. Every time I need to provide an article to a customer I use the suggested solution tab on the left. I was supposed that this operation increase a counter that can show me how many time I used
Is it possible to automatically share tickets of a certain criteria with another department?
We would like to share tickets that meet a criteria with other departments automatically but not give access to all tickets in a specific department. It doesn't appear to be an option to do this in the built in workflow functions. Is it possible to do
How do you disable the desktop notification pop up
Every time I log into Zoho desk, I get a pop up for a desktop notification. The options to select are Enable and Not Now. How do I disable this pop up because it's frustrating to have to select not new every time I log in. Can you add a never and make
Workflow rule to update contact
Hello, Is it possible to have a Workflow rule to updating a Contact as soon as that contact is created? So, when a contact is created, I want to update that contact's Title field.
How to determine which department KB articles are in?
tl;dr Is there any way I can tell what department an article is in from the List Articles API endpoint ( https://desk.zoho.com/DeskAPIDocument#Articles_Listarticles)? Hi everyone, I'm using the Zoho Desk API to integrate our knowledge base into our own
Trying to create a custom function to copy a field from accounts to support requests.
Am having some difficulty understanding what the form is looking for . assistance is appreciated.
Ticket View preferences
Whenever I go to a view of tickets, it defaults to a three column view with oldest tickets at the top. How do I 1) Set this to be the most recent at the top and/or 2) Set my default view to be the classic list. Everytime I look at a view i have to
Auto assign ticket from phone number in subject line
I am trying to figure out if we can setup a rule that looks at the subject of a new ticket and if the phone number in the subject line matches a number linked to a customer auto assign the ticket to the customer owner. We are going to forward all our voice mails to Zoho and it would be nice to auto assign the ticket if it’s a known number. A lot of times customers leave voice mails from other people and if this happens, we want the voice mail sent to the customer owner.
Can we hide the 'Edit Profile' button in the Help Centre
In Desk we are using information held in CRM to populate client information. However, in the Help Centre, under Manage profile, a client has the ability to Edit Profile. Is there a way to hide this button as I would not want them updating information
Migrate from Zendesk - I don't have a Manage > Reports link in Zendesk support?
Log in to your Zendesk account. Click the Admin icon ( ) in the sidebar, then select Manage > Reports. Click the Export tab. Click Request file besides, Full XML export. I don't have a "Reports" link ???? What do I do now?
Tickets - Include ticket requester automatically while hitting reply
Hi all, Is there a shortcode or function for me to include the person's name automatically while hitting reply? Like for example Roger sent a ticket in our Zoho Desk, so once I decided to hit reply, it'll include "Hi Roger" on top/ start of the ema
[BREAKING]: Webhooks' callback waiting times are reduced
As mentioned on our webhook documentation, we should receive a response within 10 seconds of firing the Zoho Desk events to the specified webhook callback URL. However, on analyzing the behavior of existing webhook subscriptions, we concluded that most
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