Zoho Desk Blueprint
What are the limitation of Blueprints in zoho Desk?
Addition of Community to Zoho Help c
I am unable to setup community within our desk. I have been through all the available series and have not been able to find the problem. Our main priority was setting up the announcement widget but I cannot do that as our community page isn't setup. Help
Zoho Outage
Hi, I recently could'nt access Desk for a limited time and was just redirected to a page to enter a support request. Could I have more info on the outage so we can log it. Thanks
Mapping Contacts
Guys, We're using one-way CRM to DESK sync - but we do want to add contacts to CRM on a case by case basis. I'm using a function (actually, a Zoho Flow) to do this. Contacts added to CRM via function/flow continue to show as "unmapped" with CRM. Is there
Response is saying it's overdue when have responded
I have set my SLA to respond within an hour. When a customer logs the ticket the timer starts counting as it should, I reply to the customer within the response time, the timer carries on and then says it is overdue when I thought it would stop when I
Editing contact type field
Is it possible to edit the types mentioned in the customer contact type ? At hte moment the listed items are "Paid user" and "Prospect", I would like to change them into the Dutch language (and maybe add other entries).
Sync between Desk and CRM not working
We are having issues with the integration to sync between zoho Desk and CRM. We have created the integration to start both the CRM to Desk and the Two Way sync multiple times. We finally got the sync to bring over some of the companies(we renamed Accounts
How to send reply in Tickets as Contact via Channel Phone?
Hi Everyone, I created a ticket via PHONE Channel, when I reply the ticket with phone channel it gives me an authorization error while I already set the API for access and refresh token. send like this with POST method https://desk.zoho.com/api/v1/tickets/{ticketsId}/sendReply and
Zoho Desk Community Digest - December 2020
Product Enhancements In the Create Ticket form, now while you select a Contact you can also see the Subscription and Invoice details associated with the contact and contact's account in the right panel. This is available for all paid editions. There
Zoho Flow doesn't acknowledge status update in Zoho Desk if it's triggered by workflow
Hi, I don't if this topic has been discussed before. I create an automation using Zoho Flow for Zoho Desk, basically to create comment every time ticket status is updated. I've tested it by moving the ticket status manually and it works wonderful. But
Analytics on the phone queue?
We've recently started using the Twilio integration. We need to see reports on call volume, % of calls answered, time on hold, etc etc, to better manage our customer experience. Where do we look? Thanks in advance!
To implement SSO(Single sign on) for help desk in Blazor server web application.
Hi, I have created a web application in Blazor(server) and have authenticated user using identity. I want that the user who have signed in into my application, can access the helpdesk with no need to provide login credentials again for zoho. Can you provide
Can you add Account Name to general ticket view?
Hello I was wondering if it is possible to add the field "Account Name" as a drop-down menu (see screenshot below) instead of having to click on the pen-icon and edit the ticket? Thank you.
Help Please
I am not receiving outgoing emails from our Zoho DESK. Is there a setting that I may not have enabled correctly? Thanks Steve
How can Configuration be set for Desk Invoke API during local development?
{ url: `https://some.protected.url/`, headers: { "auth": "{{password}}" }, type: "PUT" } I am sending this request using ZOHODESK.request() and it successfully replaces the {{password}} when running in prod
Share tickets to specific agents
At the moment it is only possible to share a ticket with another department and not only with a specific agent. In some ticket there is a need to involve a specialist agent to help solve them but they shouldn't see any other tickets. The workaround I'm
Add dashboard to help center
How can I add a dashboard in the help center so that each customer can see a summary of the status of their tickets
HEBREW FOR ZOHO DESK
HI I WOULD BE HAPPY TO GET ZOHO DESK IN HEBREW. THERE IS AN OPTION TO HAVE IT?
Issue with config parameters for extension
Hi There, I am having a hard time to get the config params working, whenever i add the following to the manifest json as an example the extension produces the console errors as shown in the attachment. { "authType": "personal", "type": "text", "name": "grippPortalUrl",
Desk AccountId - CRM AccountID
Guys (and Ash), I am using CRM-DESK integration "one-way" - so all CRM accounts and contacts are synced to Desk. Every now and then, we still want to add a DESK contact to CRM. For this, I'm using a checkbox custom field and Zoho Flow to populate the
High Load Times & Unresponsive Zoho Desk
Hi Zoho team, weve been experiencing high load times, unresponsive page whenever we use our zohodesk, this happen since we started to use our desk We are based in Indonesia, do you have any work around? this also seems getting worse day by day
Unable to use round robin when ticket updated through list view
I've tried to move ticket from spam, and my plan is to update the ticket owners ( which is obviously there are no ticket owners because they moved from spam) in round robin manner - with pretty simple condition of ticket is open, but it doesn't seem to
Import time request
Hi, l have imported an excel file successfully, but l would like to import the time entry tab (minutes spent). could you kindly let me know how to add this information? thank you! oriol
Mail Storm Loop
Hello All, There has been an issue of a "mailing loop” inside Zoho was brought to my attention, i.e. we had a scenario where the configuration of our ticketing platform and its automated replies, entered an endless circular loop with that of the end client
Show time entries in Portal
Hi there. I have a question regarding time entries. I would like my clients to see the time entries I put in their tickets, how can I acomplish that? Thank you.
How do I see how many emails that I've sent for specific interval? and is it possible to check if an email contains customer happiness rating?
Refer to title for my question
Subcategories dependent on categories
Dear Zoho! Wanted to check with you if it is possible to make subcategories visible as a list of items which are displayed dependent on categories. I know it is possible to pick one of subcategories by dependencies but I would like to kind of have a list
Is there a way to allow users to preview ticket attachments from clients or view in the browser?
It's very time-consuming and takes away from the elegance of a web-based system to have to download the attachments to view them. Our clients often send spreadsheets and PDFs as attachments that must be viewed in order to answer the ticket, but they do not need to be downloaded. Zoho docs allows users to view in browser without downloading - this functionality would be ideal for Tickets.
Picklist field values displayed and updated automatically in custom views, reports, workflows, supervise rules and blueprints
At the moment picklist values in custom fields and some standard fields have to be entered manually again when used in custom views, reports, workflows, supervise rules and blueprints. This leaves room for error initially and also makes it hard to make
Creating a Form from Desk
is it possible to auto populate fields from a desk ticket into a form? currently the user submits a form, it goes to desk, back and forth, then they agree(hopefully). If they agree id like to have them sign something. id like to make it as easy as possible
Community Round-up: 2020
First and foremost, thank you for being a part of our growing community, and helping us build something great! The year began with much excitement and with hopes of making 2020 everything we believed our community needed and more. Though the year didn't
How to unpublish or move Knowledge Base article to draft
We have a couple articles that were published on our KB that we would like to move to draft until they are edited. I see how they can be moved to a different topic or deleted but can you direct me on where to go to unpublish/move article to draft? Thanks!
Delete ticket
Hey, I am trying to replicate this: https://help.zoho.com/portal/en/community/topic/automation-4-auto-delete-tickets-based-on-rules jsonString = {"ticketIds":{ticketID}}; deleteTicket = invokeurl [ url :"https://desk.zoho.com/api/v1/tickets/moveToTrash"
invoice customer for support ticket
hi i'm a new user and trying to figure this out. we would like to provide service to our customers using the zoho desk platform. when item is during warranty, service is free so there is no issue. but when we provide service for out-of-warranty items,
Is it possible to customize the Jira issue form in Zoho Desk
Currently when filing an issue in Jira via zoho Desk, only limited fields from that particular project is shown, is it possible to customize so all fields in Jira under that particular project is reflected in Zoho Desk as well?
Customer Names
When customers send in an email ticket their customer details get filled in automatically. However, their names dont seem to autopopulate correctly. I.e. with an email such as john.smith@gmail.com the customer name gets filled in so that the surname is
Integrating the Help Center KB with our own website portal
Hello We're about to purchase an Enterprise level account so we would have access to the multibrand help center. Is there any SDK/integration available for the help center? We're currently building "Help Center A" which is completely public with any logins
Including ticket URL link in Desk emails to customers?
Do other people here need/want the ability to include a URL to that exact ticket in email messages sent from your support agents to your customers via Zoho Desk? That way your customers can effortlessly get right to that ticket in your Desk instance.
Filter using date parameter
Hi Team Is it possible to filter out contacts and accounts based on modifiedTime parameter where we will be able to list only new and updated contacts ? If so could you please explain the procedure to achieve it?
Mass Update Contact Layouts
I have a couple of hundred contacts in Desk on an old layout. I want to move them to a new layout - ideally without having to manually edit 100's of contact records. I tried exporting - in an attempt to set or change the layout on re-import (as this works
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