Zoho Desk & Facebook Integraton
The current "channel" integration is useless because it only integrates with Facebook personal pages, instead of business pages. If your business is only using a person page on Facebook, you will have a bunch of other non-ideal consequences. There is
Can't attach multiple files to Zapier-created ticket (GravityForms - Zapier integration)
I have a web-form on my WordPress website (Gravity Forms), and I have successfully managed to create a chain of zaps that does the following on form submission: 1. find or create a contact from the email address in the form, 2. take contactId from 1 and
Zoho Desk SLow
Zoho desk is very very slow, I can't work like that and I think no body can!
Creating a Browser alert for new tickets
I cannot figure out how to create a broswer alert when new tickets are created that do not have a ticket owner.
Requirements - Need Urgent Attention
Can the ticket subject in Help Center portal have the same view from Zoho Desk portal? Please see attached files for reference. Example: based on the attached images, the Ticket number in IT OPS Ticket Zoho Desk comes before the Subject but the Ticket
Round Robin For Phone
how can i make round robin for channel phone ? we have integration with twillio. I want when the phone status is offline, the agent cannot receive incoming calls. can you help me? because if I look at the round robin on zohodesk it only applies to e
Setting up an internal helpdesk
Hi, I want to use Zoho desk multi-branding to provide an internal help center for staff. I want my agents to be able to login to the help center, view KB articles ("how to use the office printer" for example) and add tickets (internal IT support tickets for example). The help center must be private and therefore require registration to access. Agents will also of course be logging into the main helpdesk to process tickets from external customers. The help center will be hosted on a mapped domain,
API Endpoint
Hi, How do you create my API end point? I want to look at Zoho Desk Tickets. So far I have created a token with the scope desk.read. I have my org ID. I am getting 401 error and sometimes 422 error. I believe both have to do with the auth code. Is there
Automatically chase pending tickets
Hello, How do you automatically chase pending tickets i.e.: tickets where we are waiting for the customer response? I know I'll probably have to create a few workflows / custom functions, but I'm wondering whether anyone has any tips for this. My use
Email notification blocked if simultaneously?
Hi Zoho Desk Team, Is Zoho not sending email if it is simultaneously sent? i.e sending email notification to the same requestor 10 times in less than 1 hour. I have experience this not sending the notification after 10 emails
How can I do custom coding or change templates of KB page?
I'm using KB for a long time. But I don't think my customer are finding is effective as it hard to find the right solutions. So, I want to change the template or UI design of my KB page. How can I do that? Can I do custom coding on that page or use different
Social share for Knowledge Base articles
Is there any chance the social share links are going to get improved anytime soon? When you share the links in facebook they are not returning any data in the preview. They take you to the article, but they do not populate anything attractive for social engagement. We would rather turn off social sharing. See the image
unable to change ticket assignment
I have a ticket that I would like to change the assignment on. Everytime I try to change it, the change is not saved and it reverts back to the original assignee. I have tried changing it in the ticket list and in the ticket itself. This is not the only
Changing the account associated to the ticket
Hi, Is there any way do not associate a account with an email address of the sender? Very often in organization, some (non-helpdesk team) colleagues forward our clients' request to our helpdesk team. E.g. Key Account Manager forwards an email he received
Default to the correct Category and Subcategory on first login
When I log in to a Zoho forum, and I create a new topic, the Category and Sub Category defaults to the wrong category (it defaults to Zoho One >> Tips ). As far as I can see, this happens only on the first login, and not after you have accessed a few
Desktop/browser notification on new Tickets
i am trying to figure out how to setup the system so i can get a browser notification each time a new ticket is created in our system. (ie status is open & ticket owner is empty). i see these two threads https://help.zoho.com/portal/en/community/topic/one-hour-notification-for-new-tickets
Social integration issue
Hi Zoho Desk Support, I am having a problem during my integration with facebook and Instagram, During selection of page once Done button is clicked, system will delete the page instead of integrating it. Also screens that keeps on showing and not loading.
Email sent limit
Hi Zoho Desk team, is there a max count of email sent (per day, hour etc) for zoho desk?
Removing terminated agents from the main help desk email
We have one main email that is sent to Zoho Desk, which then is relayed to agents' emails. IT was not set up by myself, so I do not know how it was done. However, three of those agents are no longer with the company, and even though they were removed
Is there any way I can see all emails sent?
We would like to see all emails sent using ZOHO desk (similar to regular email client). Is there any way to do it? Best, Jerzy
My list of questions please answer
Hi Zoho Desk Team, Good day! Please answer the ff. queries 1. Does the system supports multi-factor authentication and other supporting mechanisms, such as banned password lists, detection of password guessing attacks, enforcing password change (for first
Feature request : profile permissions for views
Hello, Following up on this request from multiple clients, we submit to you this feature requests. The current permissions do not handle view permissions. This means that any agent can edit and delete any custom view to which he has access. This should
Switch Blueprint on Existing Ticket
We have several blueprints that get applied to a ticket based on the Category. Sometimes, the wrong category will be selected resulting in the wrong blueprint being applied. Sometimes this isn't noticed until the blueprint has gone through a few transitions.
Assign SLA to multiple accounts at the same time.
Is there a way to assign an SLA to multiple accounts at one time? We have many customers that have multiple locations we support. We track support by each location (Account). Some have 50 or more locations and it is very tedious to open each account
Anyone else having issues with receiving tickets via the Email channel?
I haven't been able to receive tickets via email for 2hours now. Zoho support have acknowledged the issue. Anyone else?
Tickets linked to a Support Department not showing in CRM
Hello, Our organization has six different departments and tickets related to CRM clients are integrated to show in the CRM display of Zoho Support tickets The tickets assigned to Accounts are not showing in the CRM Refer screenshots from Support and
How can I see in a Kb report the date of a published article?
I am looking for the criteria "Published Date" in the Kb reports. I need to know when an article was created and when this article was actually published. Thanks for your help.
Can you answer the following?
Hi Zoho desk team! Can I please have the information of the following? availability (multi region / ha) DR Data backup RTO RPO after sales support structure / sla exit strategy - how to off-board SOC2 certification / VAPT etc
Accounts and Contacts in Zoho
When looking at accounts and contacts, it doesn't appear there are ways to toggle views. It's just All Contacts and Spam contacts. It would be helpful to at least show more on the contact line for the user. Example below, we're looking at the Ash record
Please Support Custom Lookup fields
It's very essential to have Custom Lookup fields in Zoho Desk when you predominantly offer in other Zoho apps. Why and when will this be supported in Desk?
Trigger a comment based on a action via custom function
Hi Team, I would like to trigger a comment where I am mentioning the ticket owner with what needs to be done as a next step. And I want to trigger this comment only when customer reply to a closed ticket which we are not allowing it to reopen and most
Count ALL emails sent in a given period (including private ones)
Hi, we are a B2B business and some of our ticket last for days, even weeks. Is there any way I can count all emails sent by my agents in a given period (including the private threads)? This is essential for our reporting, Best, Jerzy
Can't create contact in ticket with custom fields(cf)
I'm trying to create a ticket with a contact that contains a custom field, but I can't . { "departmentId": xxxx, "subject": "Prueba", "description": "Description", "priority": "High", "category": "Others", "classification": "Problem",
Views and visibilty
When looking at the list of available views, it is not easily discernable what views are must visible to me, visible to the team or visible to everyone. It would be nice if there were Icons or something to differentiate these view in the list of vie
How can I change the role of an agent? Zohodesk is automatically making everyone "CEO" and there is no field for me to edit that
I have the default "CEO" and "Manager" roles in my account and I know how to add more if need be. However, every new agent that I create is automatically assigned the role of "CEO" and when I click to edit the agent's role, there is no field that allows me to make an edit to that. It's the weirdest thing. How do I solve this?
Set width and height for modal box
Hi, please, help me. I i follow this guide for modal box: https://www.zoho.com/desk/extensions/guide/#modal-boxes but modal box width only 430px, height 200px. http://joxi.ru/J2bPNgJiV113kr How can i set custom values for width and height?
Option to archive Default Ticket View.
Hi Team, Hope you're all well. Yet another feature request :) I was wondering if you would consider the Option to archive Default Ticket View. Currently this is only possible for Custom Ticket view and the list is very long, often not used by everyone.
BETA Multilingual KB search UI
Hello, I asked to have multilingual KB activated mainly to allow our agents to modify any KB. By the way, the multingual feature could be interesting for us in some case and it seems to have been nicely implemented. But i have to complain a bit about
Gallery not available
Hi, I can't open the gallery or place images from the gallery. I asked our previous supplier Apora for it, our own IT department did investigated. But all solutions, like cleaning the memory, cookies and so on, didn't solve it. What can be the reason
Custom Ticket IDs
We need to add a prefix to our Ticket ID so that customers do not confuse tickets with order numbers on our website. So instead of just Ticket Number: 1000, we would want the ticket ID to be Ticket Number: T1000 . Is this possible?
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