App Spotlight: Typeform for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Visit Zoho Marketplace to explore all apps. Typeform for Zoho Desk Typeform enables you to create interactive forms, surveys, and quizzes that build meaningful interactions between
Parent/Child Ticketing Window Issue
When I want to link a child ticket, the window used to be positioned in the middle in the past. But, for a long time, I cannot give an exact date to you, it is located on the left side of the page. I do not know the reason for the issue. This is not a
Managing client emails with Zoho Desk
Hi there, We are a service business with some 500 customers and email is the way we communicate. Some of our team get 50 emails per day and multiple phone calls about client projects. Our team spend many hours reading and replying to emails using their
Comment on ticket from Integromat with 'Add comment' feature
In integromat I want to comment on tickets, there is feature 'Add comment' that works fine but there is no option to choose from hwom was the comment, its automatically give the comment to specific agent in my zoho desk, is there option to control and
Knowledge base api
Hi I need to show knowledge base articles in my mobile application, while going through the api documentation https://desk.zoho.com/DeskAPIDocument#Introduction There is no such api for getting list of articles published Please help me out Thanks
How to reactivate the Blueprint in a Ticket
I've revoked the blueprint of some tickets by mistake, and now I cannot find how to "unrevoked" it. How can I do it?
Validation of Fields based on {Category, Other Field, Classification, Feature, etc}
It's becoming a big necessity to have the ability to make certain fields required or control visibility based on other fields. Certain ticket types require certain information and to expect agents to remember what to add for each type isn't reasonable.
Help Center notification about new registration
How can we configure flow/function that will notify a specific email address that a new user had registered to help center platform? Thanks in advance, Katarzyna
Integrate with integromat error
I have a scenario that run a long time, in this scenario i open ticket from the integromat, in this ticket i have some category that the user need to choose from list of products, recentky i added new product to the list by going to: costumized -> layout
My support portal has too many redirects
Hi, I was able to map my domain through Cloudflare for the helpdesk but the portal is not accessible. I keep getting the following message when I try to access : support.vingo.fit This page isn’t working support.vingo.fit redirected you too many times.
Can I set default reply ticket template for ALL agents?
Hi there. I am aware that each Desk user can personally set their own template for a ticket reply. But, in a large organization, it might be important for the admin to be able to set the default template for everybody. Is there a way to do this?
Adding other Help Center Users on to a ticket - Adding recipient email addresses to a ticket response should NOT be the answer
Hello all, There are some great features in Zoho Desk, but the more I work with it, the more I find massive flaws that you would just expect to be there and apparently aren't. One of the things i am currently attempting to set up is a way for the users
Is there any way to export data from Headquarters?
Hi, Headquarters (in "Tickets" module) has some data I can only find there - incoming and outgoing bandwidth. Is there any way to export it? Best, Jerzy
How to merge accounts if I can't select them both on the same page?
I am looking at accuonts under the customers module. If I want to merge two accounts but I can't see them on the same page how can I merge them? Let's say one begins with A and the other begins with F. I can't check them both at the same time and I can't
Zoho Desk Community Digest - July 2021
Enhancements Finance and Pagesense integration for Marketing plus accounts. With multiple JS domain support for ASAP JWT Authentication, you can now add up to 5 domains. Important Community Discussions Create a contact with custom fields in a ticket
Contacts with Multiple Accounts
Linking multiple accounts to a contact is not in the functionality of contacts. However, I have seen a few posts addressing this as well. A few years ago, it was noted that this was a roadmap item. Do you have an update as to whether this is still a roadmap item and if so, when is it estimated to be addressed?
Can Users create a ticket via SMS
Hi Support, I have registered to clickatell. How can we configure to receive a ticket from users via sms?
"Two" default states of tickets
Hi, When tickets are created of course we want them to be labeled as "new". However, when they are reopened we want them to fall back to "processed" category. Is there any way to do this (e.g. blueprint etc?) Thanks, Jerzy
Unable to Create 2 Drafts
Hi, I was trying to create 2 drafts & save them as different drafts. However, first draft was gone when I created & saved second draft in my end. I have confirmed that there have been same issue happened to our colleagues. Is this a product bug? FYI,
[iOS] [ASAP] ZDPortalChat module can't be triggered manually
I've been trying to trigger the Live chat manually as the documentation says calling ZDPortalChat.show() has to be enough, but I couldn't achieved. Is there another configuration that I have to configure? the documentation only says calling that method
How to get all contacts that are not currently linked to an account?
I am trying to get a list of contacts that have accountId field of "None". How can I do this? Also, I would also like to know how to get the total count of contacts. Thank you.
Department Id
Where can i find the department ID?
Knowledge base Tags suggestion feature missing
Hello, Recently me and my team have noticed that tags suggestion is no longer available, when creating new articles. As a 'suggestion', I mean exactly this feature shown below. For example, in our Help Center we have several articles tagged with the term
Replied to ticket email and Zoho created a private comment.
I had a ticket today where a client added a new ticket to their custom helpdesk portal. I received the notification and replied from my email. The email address I replied from is the same as my agent email. When I checked the portal later when I got back
Attachment limit
Hi Zoho Desk Team, Is there a limit on how many attachment can a user add to a ticket? Also, where does the attachment go? in terms of data security, is it stored in cloud or something like your database?
Additional Fonts for Help Center - Segoe UI
Please add Segoe UI was available as a font for the help center.
difference between a customer, contact, user and an end-user ?
Hello, What the difference between a customer, contact, user and end-user ? these 4 terminology are used in different parts, but are they the same meaning or different ? Can someone give them a clear definition for each of them ? Cheers / Olivier
Help Center in a Iframe
Hi guys, I've been trying to embed the Help Center in a iframe but I get X-FRAME-OPTIONS error becase the web with the iframe is in a different origin (domain). I wonder if there is anyway to avoid that problem. Maybe if I map the domain in Zoho Desk (https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain) could this problem disappear? Thanks in advance, Regards
How can i integrate Zoho desk with Microsoft Power BI?
I saw that in Microsoft power bi there is connector to 'Zoho connector', can i use it to connect my Zoho desk? I need to fetch data from my zoho desk to Microsoft power bi and with the refresh token its complicate to do that, how can i get it done?
Ticket Creation - Can I remove the 'Attach a File'?
Can I remove this field 'Attach a file' in the Help Center? Best, Lizz
Multi-branding multiple department on 1 help center
Hi Team! When multi-branding is enabled, is it possible to have multiple departments in one help center? Ex. We have Department 1 and Department 2 We want to have multiple departments in Department 2 Help center
Social integration
Hi Team, Just want to ask about social media integration, when the facebook account is a super admin. And we successfully integrated the facebook, but after the integration the facebook account has been demoted to moderator. Will it affect the integration?
JIRA and Zoho Desk
Hi, I recently installed JIRA extension in our Zoho Desk dashboard, the integration is alreadfy configured. However I've noticed (or found information) only about submitting tickets from Zoho and convert them to JIRA issues or integrate them into JIRA
Routing calls to Mobile
Hi team, We need a way to route after-hours support calls to one or more agent's mobile phones or at least alert them to respond ASAP. Is there a way we can route Twillio or any other VoIP service to a Mobile phone depending on the time called? We still
Dynamic Ticket Forms
Is it possible to create dynamic ticket forms? The ticket form would have a dropdown that has the following choices: Shipping Questions, Returns, Sales Questions. If a customer selects Shipping Questions the ticket form would have a field that says
Help Center Portal - Access logs
Hi Zoho Desk Support, Is there log history of who accessed the help center portal? i.e who logged in
Best way to implement multi-level SLAs
Hi, I find the blueprint feature very useful, and it is great to be able to apply state-level SLAs. However, in a multi-level SLAs, what is the best approach to best track them? Say I have an SLA on a state, but that SLA is different depending on the
Multi-Layout (Beta) release
Creating a layout for customer support teams that share several processes under one common department is a challenge. First thing that comes into the agent's mind is the number of fields that are irrelevant to ones process. This challenge also extends
TLS version in From email address configuration
Hi, When I setup from email address and choice to use SMTP. Which version of TLS is used at the backend? Thanks. Darius
Desk API requests in python
Could someone give me an example of how to structure an desk API call for all client happiness data in python? I've authenticated successfully using self client, just not sure how to structure the request and the documentation example doesn't really make
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