Allow End-Users to Authenticate via O365/Google/etc
Many of our other software vendors allow our customers to sign into accounts by authenticating against Office 365 or GSuite by simply matching the email address. It would be great if we could allow users from hundreds of different companies to sign into
Desk API Bad request
I have a problem... im doing this call : curl -X GET https://desk.zoho.com/api/v1/tickets -H "orgId:701841XXX" -H "Authorization:Zoho-authtoken 96610365260fac105f279882e741fXXX" And i have a 9 Tickets... but ever its the same response: {"errorCode":"BAD_REQUEST","message":"Bad
first name placeholder ????
I have email templates saved in desk and want to update these templates to include ONLY the first name in the greeting line (ie. Hi (contact first name), ) I've tried the place holders listed and the ONLY one that even works includes the persons first
How to turn on voting for community forums
I'm having trouble finding how to turn on the Vote option for a post on the community. I posted an idea in testing but my test user can't upvote it.
View on work time calendar in Zoho Desk
Hi, Desk is briliant platform who has so many features but at first contact with zoho desk i was confiused because i have not found tools which I can check daily activity my people on the calendar view. I sended screenschoot shoot from extension from
Is it possible to create prompts when closing a ticket?
Hi, My company is new to Zoho, and we're trying to establish a good working practise of entering a resolution before closing a ticket. Is there a way to create an automatic reminder/prompt to enter a resolution when you close a ticket? Or alternatively, make entering a resolution mandatory for a closed ticket status? Thanks, Claire
Viewing own time spent by Agent
Where does an agent view their own time for the day/week?
Mass update Accounts in Zoho Desk
Hi guys, Yesterday, we have opened the sync between CRM and Desk. Tickets and some of contacts have been gathered from Desk to CRM, CRM to Desk. Some of the accounts' informations couldn't been gathered. When we click on the update from Zoho CRM button,
External ZOHO Approvals
Hi Zoho Team, Is there any way to customize the "Approvals" tab in the ticket so that the client contact can receive a request for approval? The reasoning is that we prepare a number of estimates for the client for work to be performed. If I could automatically send a notification to the client for approval, that would expedite the process. Let me know if you have any questions. Thanks!
How to auto-assign a ticket to "self" (same agent replying)
Hello, we are looking for a way that when an Agent replies to an unassigned ticket it automatically assigns it to the same agent replying. Seems to me that in Automation Rules or Round Robin, the assignnment must be done to a specific agent, but what
Always show tags when viewing a ticket
Is it possible to toggle the tags so they always show, or at least show up in the ticket properties on the left?
Assign a product to a team rather than a person
Is it possible to assign a product to a team, rather than an individual as an owner? @Zoho - i accidentally posted this with my test account and realized it is set as Awaiting Moderation so you can delete those duplicates.
Assigning ticket to next shift worker when a customer replies
Hello Community and Support, In our ticket workflow, we often send replies to customers and some time may pass before the customer replies back. We run a 24/7 operation, so our agents work on different shifts (some during the week, some on the weekend.) I would like for there to be some type of workflow or supervise function that could know which of my agents are online and if the ticket is currently assigned to someone who is not working, then assign the ticket to someone who is working. Can I
Introducing Avaya, Typeform, ShippingChimp, Magento and 11 more extensions for Zoho Desk
Deliver stellar customer service and win customer loyalty with Zoho Desk. Here's a list of all new extensions for Zoho Desk released in the first quarter of 2021. Connect your favourite business apps with Zoho Desk in a snap without writing a single-line
Zoho Desk Inaccessible
I have administrative privileges and I can not even seem to log in to our domain? https://classroom.optimi.co.za/support/optimiclassroom/ShowHomePage.do Please can you assist?
Unable to edit Email template for shared ticket notification
When a ticket is shared between departments, i would like to edit the email template for shared ticket Email notification.
Functional Change: Validating email IDs in Zoho Desk REST APIs
Dear Zoho Desk API users, As part of our continuous API enhancement efforts, we are introducing a bunch of validation rules for email IDs that are passed in our REST APIs. Until now, only basic validation of email IDs was being carried out in our APIs.
Changing Button Colors on Help Center
I am customizing my help center. In the admin panel i switched to the ELegant Theme. I clicked customize and changed all the orange colors to my red. However when you go to the help center to see the changes the colors in the icons and the search button is still orange. How can i change this to match the red i want to use? https://desk.zoho.com/portal/northohioheart/
Trying to Forward Support Emails - Cannot find Verification Email
I am trying to forward emails from one of our company's support box to the Zoho support email address I created for this, so that these emails can become tickets our agents can work, etc. I set up the Zoho support email address, and have started setting up email forwarding to the Zoho Email in Gmail. But when I attempt to set up this forwarding, Gmail sends an email with a verification code to the Zoho email box to finish forwarding setup. I cannot seem to find this verification email. I would assume
How to Assign ticket based on category
How to i want to Assign ticket based on category, can explain to me ? is it possible ? Thank you
Ticket closed but customers replied
Please help me, I want if the ticket is closed but the customers still reply, then a different ticket number will appear but still with the same title. is it possible ?
Cannot Disable/Remove Modules
Strange problem here. Setup/Customize/Modules should allow me to disable/unselect modules but I am running into the following: - On my iPad (using browser) I see the current modules and unselected modules split screen - but cannot seem to drag and drop.
Daily ticket recap for each agent
Hello, I would like to be able to send a daily email to all of my agents regarding all of their open tickets. I tried using the guide at https://help.zoho.com/portal/en/community/topic/open-ticket-reminder but it juts sends at the set time from a reply,
Create A Report That Shows Date Spent In Certain Status
Hi there, I would like to build a report that lists the different tickets and shows the number of business days spent in a specific status, for example number of business days spent in "In Progress" status. How can I do that on Zoho Desk? Thanks,
Comments versus Email
There are a few threads on this - unfortunatey, I did not find the answer to what we are looking for. So, our clients, while opening a ticket or looking at a ticket have the option of replying to it, or commenting on it. If they comment on it, the ticket
Mail forwarding to zoho support
I have just started a trial, I have authorised mail forwarding to zoho support from our business gmail account, yet emails to that do not appear as a ticket so far not liking zoho support,
API Create Ticket - email validation
REQUEST: POST - https://desk.zoho.com/api/v1/tickets { "subject":"testing_email_validation", "contact":{ "email":"testing_symbol_!_@test.com" }, "departmentId":"550547000008403071" } RESPONSE: 422 {"errorCode":"INVALID_DATA","message":"The
App Spotlight: ShippingChimp for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Visit Zoho Marketplace to explore all apps. ShippingChimp for Zoho Desk ShippingChimp empowers your ecommerce support with contextual, real-time, delivery-related information about
Canceling a Zoho Desk Ticket search
Hi, While using the top search bar in Zoho Desk to findparticular tickets, a little 'x' used to pop up to the right of the bar to let me cancel out of my search filter and go back to the general ticket screen. That little 'x' seems to have disappeared
Ticket Followers automatically set to Account Owner in CRM
I'd like for the Account Owners in CRM to be set as Desk Ticket followers for tickets that come in for their Accounts. Is there a way to do this?
Communicating with outside organisations and customers in the same ticket?
Hello, I was wondering if someone could help me with this. It's been on my mind for a while but I've not started to look into it until now. We've just been looking at migrating one of our customers over to a new service. This service is run by an external
Sync users from active directory or azure active directory
I have SAML setup for my Help Center Users to easily log in, they log in in Help Center automatically due to the SAML integration it creates a user account but it only pulls username and email. I'm looking for a way to sync my end user information from either our Azure Active Directory or on-prem Active Directory automatically. I'd love to sync full name, phone, department etc if possible. I see there's some AD sync tools for other Zoho products but can't find one specifically for Desk. Any
Knowledgebase not showing in Zoho Desk
When I log into zoho desk I don't see the knowledgebase "help center" menu navigation. See attached.
Track support hours remaining
There's probably 10 ways to do this, ideally there's at least one that will work for us. We have CRM and Desk linked. We sell support hours in advance. Ideally we enter the amount of hours or a dollar amount (or it's pulled from invoices) in Zoho CRM
Synchronize Products from Zoho CRM with Zoho Desk
Hi, We have configured Zoho Desk for Customer Support and we would like to allow customers to specify the product while creating a ticket from the portal. We already maintaining 18000+ products in CRM and it will be dynamically updated every day. So we need the same list of products in Zoho Desk also. Whether there is any possibilities to sync the products from CRM to Zoho Desk? Thanks, Selvamuthukumar R
Site can't be reached on our office network
https://support.digitaloptometrics.com/ Site can't be reached on our internal business network. Any ideas?
Zoho Desk Virtual Meetups: United States, August and September 2020
We hope that you and your family are safe and healthy. While COVID-19 may have forced us to take a hiatus from meeting in person, we'd still like to offer our user community opportunities for continuous learning through Zoho User Group (ZUG) Virtual meetups.
Move widget on top of article list
Hello We have a custom widget in our customer portal in the Knowledgebase. However I'm struggling to place it where I want. Is it possible to move it on top of the article categories? Like so:
Add subdomain zoho desk, cname
good I am trying to add a custom domain to my zoho desk, but I get the following error, I already added the cname in my zone dns I don't know what else I could do, I've been in this for days but the support is a bit slow, if you can guide me attached
Twilio Blind Call transfer
We been testing Twilio Integration with Zoho desk. It works well with warm call transfer. That is, transfer call from one agent to another. But, we have a scenario to transfer the call to another department which doesn’t use Zoho desk. That is, if a customer
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