Is there a way to manually apply a blueprint to a ticket which isn't controlled by a blueprint?
One of our agents did manually create a ticket on the helpdesk department because the customer did contact him directly over his personal email. The manually created ticket somehow didn't trigger the default blueprint and the agent did not become aware
i would like to enable a disabled category
The knowledge base says that i should be able to toggle on a category. I can't. On the "inactive" tab of the categories there is no toggle. So how can I enable a category again? I can't do it from the department view and neither from the community v
My ticket is stop updating at 12 Nov 2020, how to solve this problem.
My ticket is stop updating at 12 Nov 2020, how to solve this problem.
Problem: cc and bcc fields do show a "d" character in them when they are selected/focused via mouse pointer during ticket reply
This behaviour breaks the name entry process and the "d" character has to be deleted first to be able to enter a name. If the cc/bcc fields are only selected with one mouse click then the problem does not appear on my PC but other users do experience
Working with multple companies
Hi there. I'm working as a support agent for one company and I'm using my email to login into Zoho Desk. Now, I'm going to be hired by another different company also as an agent and they also use Zoho Desk, can I use my same email account to login on
Is there other options for Remote Access besides SAML?
Hi, our application is currently configured based off this document as described in this document, Remote Authentication - Zoho Desk Knowledgebase, to SSO users from our application to zoho Help Center homepage. Our application is not currently configured
Total an agent's time in Online status?
We can see how much time agents spent in calls, but we need something different: their total time spent in Online status. Can't find this anywhere in help or this forum! What are we missing?? And/or, are there standard reports for agent activity, or
How can i hide button
in help Center page How can I hide the login button and the tickets button
We require some kind of an equivalent to the "Page Break" functionality for the KB articles
When you try to export a KB article to pdf, word etc the result becomes very inconvenient to read because of the uncontrolled and sporadically created page breaks between the pages. We definitely need to be able to set some "Page Break" points on the
Light Agents - New Tickets
Guys, In Desk, we have created several departments - including Order Entry. Within this department, we've created ticket layouts and templates to facilitate our sales reps submitting their order docs. From within CRM, I'd like our rep to be able to create
Multiple dependency fields on Zoho Desk
Hi, Is there some special setting in Zoho Desk that let me create a dependency field between 3 or more fields? This is the situation: we have several customers and we identify them with a special field "Customer". Then, in order to ease the definition
Not Receiving New Ticket Emails
Hello, For some time I was receiving updates when a new ticket was created with no issue. Recently I have not been notified when a new ticket was created. Looking back through my email, there is a lack of parity between the ticketing system and the emails in my Inbox. This is a big problem and has caused some tickets to go unanswered for long periods. This may be a misconfiguration on our end, however I did not make any changes to my preferences before this started happening that I can remember.
Agent auto logout - Session Idle Timeout
Is there any way of automatically logging out an Agent via a session idle timeout? Either that or changing the Agent Status to Offline after a pre determined session idle time? The agent availabiltiy is skewing my report metrics as Agents forget to logout
Unable to process your request
Folks, Created new role and permission and assigning it to a user. Won't let me save with the error message in the subject. Also doesn't let me save the original role and permission. Can you check this ASAP please? JV
How to Edit Contact Reply Template
In Zoho Desk. When we reply to a ticket, where do we customize that reply template? We customized all the others, but can't find the reply template.
Reset ticket number counter
Hi, Is there a way to reset the ticket number counter? After performing various tests we now want to reset all ticket number counters and start normal operations with actual customers. Thanks in advance
How to set up an alert/report based on the ticket age
Hi, I would like to have an automated alert once the ticket age has reached 60 days or more, and not sure how to it. I tried the Supervise option, with Criteria "Hours since created" + is Greater than + 1440 (60 days), but it would not go beyond 720 hours or 30 days. I tried the Global reports and though I can setup a criteria for that (Age in Days > 60), it doesn't give me a column of the ticket age on the report output. And the filter is only until 6 months or last 180 days. Is there a better way
ASAP API - Open "Add Ticket" in ASAP for jwt logged-in user.
through the following code: create(prefill?: { subject?: string; description?: string; }): void { window.ZohoHCAsapSettings.ticketsSettings = { preFillFields: { subject: { defaultValue: prefill.subject || "", }, description: {
ASAP API Hide name and email in chat tab when user logged-in
through the following code I can prefill name and email. I'd like to know how to hide these fields, because I don't want my user to change them and pretend others. window.ZohoHCAsapSettings.zohoChatSettings = { salesIQOptions: { email: iam.user.email,
ASAP API detect users' actions
I'd like to know when user click on add tick button, so I can prefill/clear subject and description in the form. Or notify me when user submit a ticket, so I can clear these fields When a user click on report bug on my web app, I will open asap add ticket
Error thrown when change language through ASAP API
Following is a codepen to reproduce it: https://codepen.io/uchihayuki/pen/vYKwmJE?editors=1111 Click either on Chinese or English, an error will be thrown, then the Asap widget disappeared... when I run it in chrome locally, console shows: react.vendor.1aa51f24d953e4b80e95_.js:25
Create a ticket alarm
Hello there; System registered cases 1- I want to get an alert about recordings that have been called but have not been answered. 2 - I want to get alerts about calls that are open for X days What method should be followed for this?
Reminder - Deprecating Support for Authtokens
Dear Zoho Desk API users, We would like to remind you that we're discontinuing support for authtokens from our APIs. As mentioned earlier in this post, after the 30th of November, 2020, you won't be able to generate new authtokens. Further, any authtokens
Re-ordering actions from within workflows
We have a workflow that runs a custom function and then sends an alert via email. There is data in the email alert that is dependent on the custom function running first. How do we tell the workflow which action to complete first?
[Telephony] Is it possible to use ZohoDesk_CTI_Adapter_for_Elastix_1_6 for 3cx?
referece https://help.zoho.com/portal/en/kb/desk/for-administrators/telephony-integration/on-premise/articles/integrating-asterisk-and-elastix-telephony-systems-in-zoho-desk#create-group
AssigneeId field is ignored by the API
I'm trying to create a ticket using the API. I am using the assigneeId field to assign the ticket to an agent. The call is accepted but it looks like the assigneeId field is ignored and the ticket is assigned to my own agent account. What am I doing wrong
Problem about Zoho Desk Contact API
We can see from contact structure that it has a field called photoURL, but I don't know how I can provide this info. We can see from create contact api that there's no way we can provide this info, and I don't know how to provide it in the zoho desk
Help center header image can't adjust height.
Hi there, How can I change the height of the header image? I choose the Elegant theme, but the background image is too and narrow. I thought the images should be a larger one which is in the demo. I tried to change my browser, but still the same. Here
Contact name
Is it ok for different contacts share the same name? When I create a contact which has the same name with an existing contact in Zoho Desk website, it says "Duplicate Contacts with this name "X" already exist". But it still allow me to create it. On
No longer reciving email notifications
Hello, A few weeks ago I have stopped receiving email notifications from tickets like notification that I am assigned to a ticket or a comment has been posted. The only emails I seem to receive are if someone directly puts me in the To or CC field of
Where can I find the newest docs for ASAP API
The only docs I can find is https://www.zoho.com/desk/developers/asap/#validating-the-addon But I think it's not a complete version. I'd like to know: 1. How to open CHAT tab and prefill name and email. If the use is logged in I'd like to hide these fields
Need a placeholder for an alert email template for TicketID (the long one in the url)
I need a placeholder for the ticket id (the long one in the url). Can I write a custom function or extension or something to achieve this?
Can't show community tab in ASAP add-on
You can see that there are only 4 options.
Show a float number on the ASAP add-on icon to notify user that they have live chat or ticket reply
It will be very helpful for customers.
Is there a way for users to see and manipulate their history tickets with our support agents in ASAP.
As far as I know, I can only submit ticket from ASAP add-on. But I think it will be pretty convenient if my customers can view their ticket history and make changes in ASAP just as they can in help center as well.
Make Support rewarding for agents with Gamescope
Dealing with unhappy customers on a daily basis can take a toll on anyone. But, at end of the day, your front-line team is who your customers will interact with the most, especially when issues arise. Businesses like yours can't afford to have a tired
Oops! Your ticket could not be submitted. Please try again later.
When any user submits a ticket to HR they get this error: Oops! Your ticket could not be submitted. Please try again later. If I submit a ticket to any other department it works fine. Everything was working and I haven't changed anything recently. Any
Show contact custom field
Hello. I'm a Standard plan suscriber. I have created a custom field for Contacts, this field shows when I go to the Customers section and open said customer. Now I need that field to show in customer's help center profile. Is this posible to do? Thank
I found a way to restore the solutions from the recycle bin. But now my new solution is a sub-category of a previous category. I've deleted the article, yet it's still a sub category? Please help. Was
I found a way to restore the solutions from the recycle bin. But now my new solution is a sub-category of a previous category. I've deleted the article, yet it's still a sub category? Please help. Was on hold with the support number for an hour and then
Accidentally Deleted 9 previous solution articles when adding a new solution article in Knowledge Base
I went to add a new solution article and after I published it, all the previous articles in the categories were deleted. I don't see them. I need help ASAP as we have launched a new product and need these articles back.
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