Change some fields to be accessible to non Admin user
Is it possible to add resolutions to tickets with non admin user?
CC distribution queue list
Hi - When i CC a distribution list in a ticket it send the email notification to everyone but they can not access the ticket because of insufficient privileges. I suppose It's because the system sees the the distribution list a user and not individual
Setup screen features and multi department functionality
For clients who use multiple departments the setup screen can get confusing as you work on setting up and managing features across multiple departments. For example, as you move between layouts, layout rules, workflow rules, blueprints and other features
Using Description box in Add Ticket screen more efficiently in Zoho Desk
Dear Partner, We are willing to process our works in Zoho Desk with less clicks. Thus we have an idea of using Description box in Add Ticket screen more efficiently. In the latest version, if Description box is used and ticket is saved, the ticket is
Setting Due Date with SLA rule
Following the section "Creating and Using SLA's" in the online manual, it states - In the Create SLA page, do the following: Enter the SLA Name. Optionally, enter a description in the Description field. Specify when you want the triggers to fire automatically.
Differentiating inbound/outbound calls, voicemails and missed calls in
"phone" category
I'm wondering if theres a way to differentiate or customize types of calls in the phone category to display more accurate data on our dashboards? Specifically looking to view number of inbound vs outbound calls, voicemails, and missed calls with no voicemail
Report on last modified date on tickets
We would like to be able to track the last time something was documented in a ticket. Our requirements are for agents to check and update their tickets on a regular basis (depending on status, subject, etc.). Is there a way we can report on the last time
Template Based on Custom Field Selection?
Is there a way to present a custom template in the help center, based on a custom field? Use Case: Ticket Types Application Support Change Request Feature Request Add/Remove Users Desired Outcome If the type of "Add/Remove Users" is select, a template
Desk email templates not mobile friendly
Greetings, I am just in the process of setting up my new zoho desk for our company. I createn automated notify on new ticket creation, back to the customer. In this custom email template, I mostly used the zoho default template, and installed some
Forwarding Email into Zoho Desk
The email in our zoho account is support@olivertraveltrailersservice.zohodesk.com but I have created a support email from our domain: support@olivertraveltrailers.com that I would like to provide to my customers and then set it up where every incoming
How can I translate this button?
Hello, I need to translate better this button. How can I translate?
Google Calendar Events
The events when added via the google integration from a ticket don't seem to show up in the history or in the activities tab. Is there a way when adding an event via the google calendar to get that event to show up under activity as an event and within
Help Center in Mobile Application?
We are experimenting with moving our Knowledge Base to the Help Center in Zoho Support. After installing the mobile app (Android), we discovered that that "articles" aren't part of the app. What are other doing to manage their Knowledge Base and allow
Register for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features
Do not reset scroll activity on ASAP widget?
Hello good people We're using your wonderful ASAP widget to display a knowledgebase. Currently it's the only module active so it opens to the KB directly. However, whenever the user closes the widget, their scroll activity is reset. For instance: if you
Blueprint reminders and automatic transitions
Hello, I have two suggestions for Zoho Blueprint - both in Desk and CRM (if possible). It would be nice to be able to send alert reminders for a blueprint task to the task assignee, in the event that the assignee forgets to complete a task. It would also
Time Date Field inaccurate when picked up by field-placeholders in email template (consistently off by six hours)
We have a department in Desk that schedules sessions with customers, and it is mission critical that we tell them what time they are expected. We use a Blueprint to set conditions, and Alerts (Notifications) are sent to the customers showing the agreed
It's possible add kb inside ticket?
Hello, I want to know if is possible link inside a ticket the link of kb article. Thank you for your reply
How to change a field in existing tickets
Good morning, I need to make the following actions. In the existing tickets, independently from the status, I would like to change one of a specific field when the subject of a ticket contains a specific name. Example: if the subject contains the word
Deprecating Support for Authtokens
If you use Zoho Desk's Rest APIs, chances are that you're familiar with authtokens—a form of security token that authorizes third-party applications to access the user's (Zoho Desk) account. In the coming months, we will be deprecating support for authtokens indefinitely. This means that post November 30, 2020, we will not support the generation of new authtokens. Put simply, if your apps rely on authtoken authorization, they will be unable to fetch information from Zoho Desk beyond the EOL date.
Help Centre customer pull reports
Good Afternoon, We have a customer who would like to pull reports of all open tickets from the help centre, is this available through the google analytics that we can make available to customers via the help centre site? Thank you.
Building Extensions #8: Create widgets with the JS SDK bundle in Zoho Desk - Data API
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. We hope that you've been able to use the information in previous posts to understand building extensions for
Accounts module is now supported on the Zoho Desk Android app (v2.4.16)
Dear All, Hope you all are doing good. I'm glad to inform you that in the latest version of the Zoho Desk Android app (v 2.4.16) we have brought in support for the Accounts module. To access the same, please update the app to the latest version from the
Filter the departments that a user of the help center view
Hi team, Imagine a department on Desk fot internal company requests (other companies of the same group, tecnical questions...). If we allow the help center for that kind of requests, the final users, the real clients can see it too. Can be possible
Private Threads/conversations within a ticket
We often have to contact multiple people within other departments in our company to answer our customers enquiries. Is there a way to make these private communications NOT visible to our customer on their Help Centre portal? To confirm it is when you
Can you change position of the ASAP widget?
Hello I'm wondering if it's possible to change the precise location of the ASAP widget? Currently it is only possible to anchor it to bottom left or bottom right. We would however need to specify the location of the widget (in our case, we need it "bottom
How to hide the small article icon?
Hello Is there anyway to hide the small article icon that appears next to each article topic in the Knowledge base (see image below)? I can't find any option but perhaps there is a way to hide it by using CSS?
How can I get all threads from the correspondence in the ticket (incoming threads would be cool) in my widget?
Hello, help me please =) In my widget, when I click on a button, I need to get certain data from an external server. The format and content of this data depends on the key expressions (like order numbers) in the incoming threads that the catomers leave.
Feedback Widget Success Message customization.
Hello, I would like to create a success Message in the Feedback Widget that will address the customer's name, pulled from the Name field of the widget when they submit feedback. For example, if Sandra McTester submits feed back, her Success Message pop-up
Knowledgebase Article Status Field, Visual Indicators, Linkage Options for Deprecation and Obsolescence
I couldn't find it but as far as I remember, I did request this feature in the past. Maybe I did mention it in a comment on another topic. Ash did mention that the article unpublishing feature is going to be released in Q1 2021 in this topic "How to unpublish
Multi-Layout
Multi-layout allows you to show a separate set of fields for each product, process, or service and ensure that your customers and agents see only the relevant fields. This is not just for the ticket; you can add multiple page layouts for accounts, contacts, activities, products, and time entries. If you tried the beta feature, please share your feedback below. Your feedback will help us refine the finer details before releasing this feature for a larger audience. P.S. If you haven't requested
User invite fail
Hi, i am trying to add a use to the customer portal, the app shows a message that the invite is sent, but the users never get the email. I tried with a lot of different email adress and adding from them from the cfg and also permting them to register
Changing icons of sub sections
Hello, hello I'm trying to change the icons for the sections in our knowledgebase. I have a piece of CSS code (see below) that I borrowed from a 3-year old post in these forums, but it's not quite working out. With the code, I can get an own custom icon
Automated ordering of tickets, based on priority, in custom views in table mode
My client has several custom views, my client has 2 priorities. The client wants the custom views to automatically order the tickets based on priority whilst in table mode. The client doesn't want to use the modes: Countdown, priority, Status or Handshake
Importing Tickets to Zoho Desk from other portal with conversation and attachments
Hello, How can we import tickets from our old ticketing system with all replies to tickets and attachments? We found a article for importing initial tickets but there is not any details or any article exist from where we can undersatnd to importing replies and attachments to those tickets. Thank you, Prafull
CRM and Desk synchronisaton doesn't seem to work
Hello all, I am testing Zoho One for about a week and (as far a I know) I'd setup the CRM and Desk client/contact sync but for some reason it doesn't synchronise at all. I'd setup the sync from Zoho Desk via the marketplace where Zoho services can be
GET /api/v1/tickets return err500 when sending fields parameter
When i call GET /api/v1/tickets and fill in the "fields" parameter, i get response code 500. When i remove the parameter, everything is fine. not working: GET /api/v1/tickets?from=1&limit=100&fields=contactId%2Cstatus&include=assignee working: GET
Unable to disable new ticket creation notifications for agent
I've got an issue where one of my managers are receiving notifications for every ticket created across my desk platform. I've read and applied the following recommendation with no luck https://help.zoho.com/portal/en/community/topic/disabling-email-notifications-for-certain-agents
Zoho Desk - New ticket creation on closed ticket
Is there a way to set up the system so that a new ticket is created if the ticket was taken to closed status? Sheila Walton AdvanceOnline Solutions.
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