Zoho Desk
Is there a way for a supervisor in an organization to be notified of every ticket created for staff? I see the cc option. But is there any other way in case the person entering the ticket does not cc the supervisor. I would like to track all ticket requests
Attaching client users to the same account so they will see each others tickets
Hi, Excuse me if there is already an answer to this question, but I couldn't find any help online. Currently, we have already two client users which are attached to the same account, But they don't see each other's tickets. We would like to set it up
Zoho Desk KB - how to find article ID and category ID
Hello We plan to set up a specific article on some pages of our web app, and set up ASAP so that it opens directly the corresponding article. We found how to do this with javascript (thanks to https://www.zoho.com/desk/developers/asap/index.html ) Opening
Ticket conversation tab doesn't reflect the merged email but ticket history indicates it
Today, we did merge 2 tickets into one but we can't see the merged ticket conversation in the conversation tab. The merge action and the ticket conversation which is being merged is clearly indicated in the ticket history. We did this merge action on
Separate knowledge base in 2
Hello, We are implementing Zoho DESK four our platform which has 2 different kind of users (sellers and buyers). We are wondering what is the best way to organize our KB so that each type of user finds what he needs, knowing that buyers should not access
KB in ASAP assistant: sections icons are not displayed
We did setup icons for each category and Display in the portal: Display in ASAP for category is OK: But icons are not shown for sections: => How can we have ASAP show sections icons ? Regards
Return to Open Tickets after Send
Is there a way to set up the system so that after an agent has clicked SEND or SEND/CLOSE, the screen is returned to the Open Tickets view?
Wordpress Users logging into Help Center
We have tens of thousands of users on our WP site. How can we enable them to be able to log straight into the Help Center? With Zendesk it was pretty straightforward but with Zohodesk it seems incredibly complex. Can it be done directly? I don't want
Product Category
I looked in the product category, there is already a choice of hardware, software, and CRM applications. can it be replaced or added?
dynamically change ASAP assistant position
Hello, We are integrating ASAP in our web application. In some pages, we would like the assistant on the right of the page. But there are situations in which we would like the assistant on the left part of the page. => Is it possible to change the assistant
ASAP Guide without Click/Hover Trigger
is it possible to create triggers that do not show after the guide has been completed? Right now if you create a trigger, either click or over, on a button on your website, every time somebody clicks the button the ASAP Trigger shows the tooltip. This
Customer Happiness survey on every Nth ticket closure
Hi there, I work in a B2B customer service, and we would like to send the Customer Happiness survey to, let's say, after every 20th ticket closure. We have multiple tickets coming from our clients' customer service people, so the email addresses are quite
What package is manual time tracking included?
During our trial we had a feature that allowed us to manually input time and an hourly rate for each agent. Which package is this feature included? I don't need automatic time tracking, manual is prefectly fine...
Error "UNPROCESSABLE_ENTITY" when I used zoho.desk.getRecords in Zoho Creator deluge Script
HI I have the following code in a function: q = Map(); q.put("accountName", "Test"); data = zoho.desk.getRecords(54xxx, "accounts",1,100,q, "deskConnection"); info data ; The account name "Test" exist in zoho desk but I have received the next error message
Zoho ASAP - Help center Incompatible Input; Incomplete Output - ticket 68648537
Good day Ash, Since April 9 2021, the Zoho ASAP is giving us an error for some users (not all users): Incompatible Input; Incomplete Output - We are not able to process your data. Please double-check the data you entered. Plus when the same users add
Zoho is best for maintaining the company tasks!
I run an Ihomedental company and I want to manage tasks of employee. I hear that Zoho is best for managing the tasks. I tried clockify for managing the task, But it's not perfect working according to my company rules. Let me know, if anyone knows about
Allow Light Agents to view the community
Is there a way to enable read only access to the community for Light Agents? i can understand that responding may require a full agent, but why is it blocked from even reading the community?
Introducing Blueprint 2.0
Blueprint is Zoho Desk's advanced process management tool. It helps businesses implement support processes and makes it easier for agents to deliver consistent, timely customer service. It's quick to set up and can be implemented at scale for a variety
Unable to see email for CC'd contact from edit ticket screen
Reproduction steps: A. Open a ticket with someone CC'd on the ticket / email thread. B. Go to "Edit ticket" C. Look at "CC" field. Expected behavior: Some mechanism is available to see what the email address is for the CC'd contact. Ideally you could
Knowledgebase Article Attachments
Hello Is there a maximum attachment size? Or file type restrictions? We are trying to put our Latest Software Installer in the article from ZohoDocs. It says it successfully attaches but nothing shows up. Thank you
Poor use of margin padding in compact view
Why does compact tickets view insist on having 150px of whitespace margin from the borders of the window and the left sidebar? Because of the current behavior it's only possible to see 6 characters of the ticket title when using a window 960px wide.
No Bullet Points in Article editor
When I try to add or edit an article in the Help Centre, there's no option for bullet points. When I click on the button I see the attachment image and the code generated is <ol> <li style="list-style-type: upper-alpha">... </ol> Instead of <ul>
Zoho Desk integration on my App
Here is what we are planning to do 1. Give a UI on the app to create a ticket 2. Show the ticket status on the app 3. Show the comments by the agent on the app 4. Allow customer to respond to the agent comments 5. If ticket is closed, allow customer to
Missing a Create Thread API
Really frustrated that I can create a ticket through API but I cannot create, or add a thread through API (as far as I can see). I want to be able to mimic a complete EMAIL flow through API calls. Create a ticket through API. Add a thread which was originally
Twilio SMS/MMS Integration for Zoho Desk
Twilio SMS/MMS Integration for Zoho Desk This plugin enables SMS & MMS communication between agents and end users. End users can ask for help via SMS/MMS and support engineers can send the solution through the same channel. Complete demo of our extension, Key features of this integration: SMS and MMS Inbound and Outbound Support AI in creating Tickets or Threads SMS Outbound Message Initiator Instant Acknowledgement Support This is our extension link. For Multiple
ZohoDesk Sync with ZohCrm
Hello We are a long standing user of ZohoCRM. We have been using Freshdesk but decided to try ZohoDesk for tighter integration. We implemented the one-way sync to test and only companies less than a year old came over. How do we get the rest to sync
Sample code to create Deal from Ticket?
Anybody have sample Custom Function to create a Deal from a Ticket? Thank you!
Add Help Centre Users to User Groups Before Invite
Hi, It's annoying inviting a Help Centre User (e.g. one of our customers) and not being able to add them to the relevant User Group immediately - so when they first log in to the Help Centre, they don't see any KB Articles suitable for them. It's only
MAIL SUBJECT
Hello how to change the subject of the email I sent. I want to put any type of information in the subject line as if I send an email classic. I want to manually change in the subject line. best regard faouzi
Cannot forward emails to zohodesk
I have set up an email address on my site which forwards directly to the support email address on zohodesk like this: support@xxxxxx.com > support@xxxxxx.zohodesk.eu However, no emails are ever arriving in zohodesk. I've checked and the forwarding is
Looking for a way to Round Robin an auto assigned task.
Hello, I am looking for a way to do a Round robin for an auto assigned task based on certain criteria without changing ticket ownership.
Zoho Feedback Widget: Cross-Origin Read Blocking (CORB) blocked cross-origin response
Hi, I'm tesing the integration of the Zoho Desk Feedback Widget and I get the following log message in Chrome Dev Console. Cross-Origin Read Blocking (CORB) blocked cross-origin response https://support.mydomain.com/support/html/blank.html with MIME type
Modifying existing comments
Hi, Is it possible to edit existing comments against an article to change their status from public to private. Some of our agents didn't realize their comments were being made public during draft reviews so now we have bunch of comments relating to things
Views and Likes/Dislikes
Hi, We've been setting our knowledge base and are close to having it ready for customer viewing, Ahead of this I wanted to be able to reset the public views and likes/dislike counters so that we can accurately track customer engagement but I can't seem
How to manage incidents in Zoho Desk?
Hi, Sometimes it happens: multiple customers are experiencing the same issue and suddenly it starts raining tickets in a short amount of time. What we'd like to do is easily group these tickets together so there's a clear overview of the symptoms users
How do I set "Over the Phone" number for Agents?
I cannot seem to properly configure my Agents so they can use "Over the Phone" status on their profiles. They receive the message "An 'Over the phone' number has not yet been set up for your account. Please contact your administrator". Absolutely cannot
Time-based actions
I would like to create a time-based action where after 24h from customer's message (either first or the next one) we send a sorry for the delay message. What conditions should I use? Also, how often are the conditions checked? I set time for equal 24h
Not able to select "ON HOLD" as status type
Hi, When trying to change an existing status type or when creating a new status, we're not able to select the "ON HOLD" status type. Only "OPEN" and "CLOSED" are available. Is this a known issue? Best Regards, Daniel
Major Change: Handling Time Zone Compatibility in Time Entry APIs
Dear Zoho Desk API users, We recently identified a compatibility issue related to time zone conversion in our time entry APIs. Here's a detailed breakdown of the issue and the change you need to make to resolve it. The Issue Our time entry APIs (GET
Improvements to Spanish translation for Zoho Support
Hello team, I would like to suggest some improvements to the Spanish translation. On the screenshot below, I would change the following: Todos los Solicitudes => Todas las Solicitudes Abrir Solicitudes => Solicitudes abiertas Solicitudes cerrados => Solicitudes cerradas On the screenshot below, I would change the following: Select a Department... => Seleccionar un Departamento... Request Type => Tipo de Solicitud How Critical is Your Request => ¿Qué Tan Crítica es Su Solicitud? I hope this helps
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