Integration with Zoho Desk for Issues/Bugs - Turn off comments for status change
We use the integration between Zoho Desk and Zoho Projects for Issues/Bugs. We have found that since both systems display the real-time status of the issue/ticket in the other system that we don't need the integration to make a private comment every time
Some emails not bring forwarded into Zoho Desk
I've noticed that several emails are not bring forwarded into Zoho Desk. They are in my inbox, so the issue doesn't appear to be related to email filters. Anyone else experiencing this?
How to send monthly repport to our customer
Hi, is it possible to send automatic tickets repport to our customer ?
Jira - Desk Integration
Hi guys, I have integrated Jira with Zoho Desk. At this moment, I can bundle Desk tickets with Jira tickets - which is fine. My problem is reporting these bundled tickets. Is there any way to report these linked tickets automatically? Let's say; I have
Zoho Desk
Hi all. Can anyone please tell me if there is a user's manual for Zoho Desk, and if so, where can i download a copy? TIA
Community tab should not be visible for users who don't have access
Hi, A user that doesn't have access to the community should not see the tab community in the top menu. Kind regards, Helen
Zoho Desk took one hour to receive emails
This happened once or twice, but the emails from clients have arrived in my Outlook client an hour before it appeared on Zoho desk. We can't have this happen again and would like to troubleshoot this issue. Please see attached screenshots and video. In
Auto Invite multiple Departments
Can you have Auto Invite to knowledge base for multiple departments? If i have a sales and support department. If a user sends and email to the support email, they are only going to get auto-invited to the support KB right?
Auto-Invite Help multiple Departments
I have two departments for two specific customer bases. Is it possible to have the Auto-Invite sent to a customer based on what support email/ department they email? For example if a customer emails the support@mycompany.com department will they only
Ticket retrieval is being disrupted from time to time
Hi, we are experiencing this problem for the second time since 4. of March. Our IT admin did change a setting on our Exchange server and fixed this issue the last time. The strange thing about this issue is that I'm still receiving the missing tickets
How to auto closure ticket after 3 days.
Hi, I would like to ask regarding this closure after 3 days. I already follow step "Go to Setup->Supervise->Create Rule->Enter a name->Next->Criteria->Hours since requester responded is 72 -> Actions ->Field Updates ->Status - closed." That published
Create a general task that can be used by any agent
Hi, I'm just trying to create a general task/tasklist that can be used by any agent. Say, if there is a certain workflow I have for any desk ticket, I want to make sure when the ticket is created, any agent can follow this list of tasks to close that
How can I understand the recurring tickets for a specific issue?
Hi guys, I just want to learn that how I can clarify the recurring problems for a specific issue. Let's say, we resolve an issue as ticket number 1 and closed the ticket. After a while, the customer created another ticket(number 2) and it is about the
Zoho Desk - reply window - font not showing, text is invisible.
Hi, I use Safari 14.0.3 on Mac OSX 11.2.3 - recently, within the past week or so, the reply window in Zoho Desk, appears to have a styling issue. The cursor moves when I type, and if I select text in it, I can see the outline of the block of text, but
Apply workflow rules to existing tickets
Hello, In Desk, after creating a workflow rule, is there a way to apply it to all existing tickets? Use case: adding a rule to automatically put into spam all tickets marked as Spam by our emai system (subject begins with a spam label). Then I want to
Geo localization on maps of any ticket
Hello Zoho, a customer's asking if there is the possibility to have a geo map (Google Maps style) to view where are the tickets (address based). I think that there is not this features, and I see that on Marketplace too there is any app. Some idea?
Can I have a Contact associated to multiple Accounts?
Hi, In my company we often have Contacts that need to be associated with several Accounts. Currently, this doesn't seem to be possible: as soon as you assign a Contact to a new Account, it removes it from the previous Account it was associated with. Is
Full Screen button stopped working
I submitted a ticket for this on March 11th and it's still not resolved. The fullscreen button suddenly stopped working. When hovering over the icon it says "Normal View" and clicking the icon does nothing. Is anyone else having or had this issue? I
How to do Issue Type x Month
I'm not very experienced at creating views and reports - I think I need to find training materials, but I haven't been able to find them! Right now I want to do something that seems obvious: create a report with a column for each month (or week or day),
Knowledge Base
Hi, when setting up a knowledge base for a specific department, is there anyway you can set review schedules or approvals on specific articles. We want to ensure that information held in our knowledge base is up to date and remind colleagues if this
Regarding ASAP app integration.
Hi there, I would like to know how tedious the task would be, for a developer to use the SDK to integrate ASAP into the Android and iOS versions of an app. I am not a developer, however, to me, it appears that it works like this: The ASAP knowledge base
Zoho desk POST /api/v1/tickets not returning response
I tried creating a ticket via the Zoho desk API, i got no response after the request was completed.
How do we sort incoming trafic in our KB by location?
Hello, Our KB is going live and we have clients in at least 3 different countries. I tried to find a way to sort the dashboard insights by location, but I could not find any - is that possible? Additionally, I need to ignore all insights that come from
Zoho Desk & CRM Integration for contacts
Hi guys, ı have trouble with integration between Desk and CRM. Is there any way to do only one-way sync for contacts from Zoho Desk to CRM? I have contacts who regularly create tickets in Zoho Desk and I want these contacts to be automatically synced
Zoho Desk & CRM Integration and Account Name Relationship
Hi guys, I kindly wanted to ask that how Desk and CRM Integration work. As I have heard of, this integration is based on Account Name. If account name is not the same in two sides(Desk and CRM), CRM creates a new account. Is it true? Is there only one
Zoho Desk Virtual Meetups: United Kingdom, March 2021
We're back with our first set of meetups for this year! In continuation with our efforts to learn through the Zoho User Groups (ZUG), we're hosting a series of virtual meetups starting with UK. At this event, we will explore the topics which frequently
Chat Fitur
I saw a chat menu on the bottom left corner, but when I was looking for my teammates who were online, I couldn't find it. what exactly is this function?
Agent not receiving notification on comment made by customer
I have turned on notifications on Adding/Editing/Deleting a comment. When agent makes a comment, the customer gets a notification. But when the customer comments, the agent is not getting a notification. Agent gets notification only when the customer
Paste Image from clipboard when agent creates ticket
When creating a new ticket, Agents cannot paste images in the Description field. An agent should be able to paste in screenshots directly. Saving the image and inserting it afterwards, is a bit tedious. Pasting inline images was a recently added feature
Customize submit new ticket form in customer's portal
Hi, I'd like to know how to customize the submit new ticket form in the customer portal. I want to add the option to select the ticket's due date. I know I can customize the portal's home screen (HTML and CSS) but I could not find the option to modify the submit new ticket form. Thank you.
Assigning tickets to only online users/ticket owner
Hi Zoho team, I would like to ask if it is possible if we assign new tickets/pending response tickets to online ticket owners/users only. At the moment, I am seeing that whenever my customer responds to a ticket, it would assign to those who created it
Company Mails forwarded to the zoho desk support mail not displaying or creating a ticket
Mails forwarded form the company support mail to the zoho desk support mail not displaying or creating a ticket
Consumer trouble logging in
Customer is having issues logging in? Cookies have already been enabled in settings. How to proceed?
Creating alerts and escalations before SLA violated
Hi guys, I kindly wanted to ask how I can create alerts before SLA violations. I also want to escalate it to upper levels. Here's the example scenario: I have 3 hours SLA for the first response time and 12 hours SLA for resolution time. My ticket is
Can I add more fields to an end-user profile?
Hello We're currently only using Zoho Desk for ticket-management and Knowledgebase. We currently don't have any login requirement for our Knowledgebase at all. I'm now experimenting with perhaps using the forum or login capabilities of Zoho Desk, but
Link Survey using the google form
Can you help me? I want a survey link when the ticket is closed. the survey link using the google form, is it possible?
Zoho Desk Virtual Meetups: India, 2021
In continuation with our efforts to learn through the Zoho User Groups (ZUG), we're hosting a series of virtual meetups for our India region. At this event, we will explore the topics which frequently make the rounds through our support tickets. During
Insufficient Privileges to perform this operation. Contact your Administrator.
Hello, We're unable to mark any ticket as spam, and getting this error: Insufficient Privileges to perform this operation. Contact your Administrator. This is happening to all of my agents, including me and I'm the administrator on the portal.
Critical Update - Authtokens in Zoho Desk REST APIs will Stop Working in a Week
Dear Zoho Desk API users, In the second half of 2020, we had decided to indefinitely deprecate the use of authtokens and instead use OAuth tokens for authenticating users. We had informed the developer community about this critical change and the need
Can I view emails that were sent to an non-existent ZohoDesk Support Email Address?
If I someone sends an email to an incorrect Support Email Address, is there any way that I can see those emails if it's at least sent to the correct domain? For example, I have webupdate@xxxx.zohodesk.com. If someone emails webupdates@xxxx.zohodesk.com
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