Rating options
Hello, Can we add more options to rating options to become five options instead of three ? Thank you
Remove - Warning! Unverified Sender
How can i remove this error? We are using the help desk for our internal users only and want to remove this warning. Warning! Unverified Sender We could not verify that the email was actually from xxxxxx@zzzzzzz.com. Be cautious when opening any links/attachments,
Workflow Rule
I have a workflow rule that changes the tickets status when an agent replies to the ticket. This works good however i have found if the agent replies by email then the rule doesnt get kicked off. Is there a way around this?
scrap/ populate additional data
Is there a way to get some of the following data scrapped/populated into a ticket. From the users end/browser: * local date/time * browser user agent * public ip address
Remove "Submit a ticket" from the portal Home
Hi. I'm on the Standard plan. Can I remove the "submit a ticket" section at the bottom of the home page? i want customers to be able to see the KB, but oly if they want to submit a ticket, they need to login. Is this posible? Thank you.
Time Spent Placeholder in closure email notification
Hi, I'm wondering if there is a placeholder for TimeSpent field . It will be ideal if I can inform my customers, at the closure email, how much time an engineer spent on that ticket. Thanks in advance Christos
Enhancing the Customer portal in Zoho Desk
Hello, We would like to enhance the customer portal in Zoho Desk so that when a customer signs on he would see a dashboard of his companies tickets. The Dashboard would look a lot like the overview page that is viewable in Zoho Desk, see the attached
Access 'Ticket Number' (not ID) from Ticket object
As per here: https://www.zoho.com/desk/extensions/guide/#data-apis I can access the Ticket Object from the API ZOHODESK.get("ticket.id").then(function(response){ console.log(response); })) For example, I can access the TIcket ID using "ticket"."id" {status: "success", ticket.id: "11761000001055219"} status: "success" ticket.id: "11761000001055219" __proto__: Object What is not clear, is how I access the ticket number: #23222 My Support Ticket How can I access #23222 from within an extension using
New ticket can not be updated by function
Hi, I have a function which would change a field in a ticket. This works fine, when I execute the function on an existing ticket. But when I execute the function from a rule when a new ticket is created, the field will not be updated. I have verified,
Community login issues and email notifications not working properly
I'm not sure if this is the right area to post, but every time I try to login to the community here, I need to type my email address is full. Why not keep me logged in all the time? Also, emails with community post updates have a link for the post that
Problem sending email to domain dunkindonuts.co.id
Dear Zoho Team Good Evening, we got problem with our customer, our customer can't received from our email Sender : premiere_care@biznetnetworks2.zohodesk.com To : apri@dunkindonuts.co.id Cc : itnetwork@dunkindonuts.co.id Could you please check for this
Automated ticket updates listed as Private Comments
Hello. Is there a way to have automated private comments put on a ticket every time the ticket owner, ticket status or ticket category changes? It would be good to who did what to a ticket and the changes that occurred to a ticket. Perhaps this is already
User can't add an idea (topic)
Hello, I have a customer (user) who can't add ideas (topics) to our Community. She gets the notification: "Unable to process your request". What can I do to check what's going wrong? I don't have any problems adding ideas (topics). Kind regards, H
Sync information from ticket to contact
Is there a way to sync Ticket information (for example a custom field called "Segment") to the contact in Desk? The contact would have a similar custom field called "Segment". Thanks
Testing a trial for Enterprise edition
Hi, Currently we're using Zoho Desk with Professional Edition. However, I've seen some features that I consider really interesting due to new support processes we have for new clients. For example, I'd like to test Layout Rules and Validation Rules for
sort by subject
(Plan - Standard Zoho Desk) we have the following problem. We get tickets from a common mail ID for all our users. The user contact info is present in the subject (see example below). Many times, a single user raises multiple tickets. From Zoho desk,
Email template
Hello, Our helpdesk is working with internal and external employees. For this purpose we use 2 different emails. I want to set the automatic response "Acknowledge contact on receiving a new ticket" for these two emails: from Support email to be sent to
What's the purpose and usage scenario of the new ticket field "Language"?
We did notice that you did add a new system default field into the "Additional Information" section of the ticket layouts. It's a non-editable field. Could you please explain the purpose and usage scenarios of this field?
Team Feeds and Notifications
In the Team Feeds view and Notifications the Ticket from information is sometimes just showing last name and sometime showing full name ie first name last name. Ideally we want this to be first name last name all the time. The Information is there in
How to Resize image in Desk Zoho
Hi Zoho Team, Can you explain how to resize image at Desk Zoho, cause at Desk Zoho only have 3 option to resize image , here detail below Thanks for your kindly attention and cooperation Regards, Sidik
Users reporting Insufficient Privileges while submitting ticket
Hi, My users are telling me that they are seeing insufficient privilege message while submitting tickets. They are active end users in the system. Now my customer experience is getting hampered. Who will take responsibility? This is seriously annoyi
Add ability for agent to schedule the response due time
It would be really handy to be able to manually set the "Response Due" time, in a similar fashion to how you can set the Due Date on a ticket. My agents have the option to make an agreement with a customer on the next follow-up time even if it's outside
WhatsApp Pauses Client Onboarding
It has been 4 months since the beta of WhatApp Integration, powered by Twilio, has been released—whereupon we had received a plethora of requests. We were able to onboard a few of them in batches, while other customers are on the queue. At this stage,
Mark articles as favourite
Hi, It would be nice if a user can mark an article as favourite. Maybe this user can see all favourite articles in his/her profile. To find these articles back easily.
Change ticket status automatically
I would like my users to be able to email out ticket system and flag the email as High Priority by pressing the Red exclimation button and then the ticket system will change the ticket priority to a certain status like Critical. I have it seup using a
direct Assignment vs round robin assignment
We have the round robin assignment active, and would like certain ticket types to be left unassigned in the queue. The tickets to be excluded are based on sub classification type, and when setting up the target it appears we can only have the ticket assign
SLA with business hours on Respond with in rather than resolve with in
Is it possible for the SLA to be set with a timer for the Respond with that uses business hours? It looks like this can only be set with the Resolve within. We need to make sure all requests are answered within 3 business working days for one of our
Cannot create ticket in API, INVALID_DATA error returned against valid json.
Hi, I'm trying to use the API to create a ticker, and I and getting an unusual error back when I post up data to create a ticket. I have called the API endpoint to list the departments, and I am taking the id field from one of the ones listed and putting
Add CC when Customer adds a ticket
Hi, I want to know how this could be done. A customer wants to add a CC of the submitted ticket to his supervisor. Thanks in advance!
Involkurlを利用してパラメーターを指定する方法
こんにちはサポートチーム ポータルから申請されたユーザーが自動でユーザーグループに振り分けられる処理を作成したいと考えています。 そのため、involkurlからdeskAPIを呼び出してユーザーグループに振り分けるサンプルコードなどは頂けないでしょうか。 よろしくお願いします。
How to change customer portal language?
Hello, when I log into my backend, I see all texts in Spanish, since I chose my personal information to have Spanish as the language. However, when I load customer portal, all appears in English. How can I change it? Thanks Jaime
Copy article link
We're using the Desk KB more and found an issue when trying to share articles to colleagues, from within Desk. If I want to leave a private comment on the ticket, with an article, you cannot use the side widget, because the option to 'Share a link' creates
Sending emails from Zoho desk, what are the options?
Hey guys, I thought Zoho Desk could simply have SPF records added and then get emails sent out as mydomain name as zoho would send emails on behalf of my domain. I was recently told that i can only achieve that using SMTP, meaning that zoho desk would
Can't see tickets of other colleagues of mine in Zoho help portal
Hi, My workmates and I can not see eachother's tickets from Zoho Help Portal. What should be done? We all have zoho one account. Thanks, Andreea Mihaela Petrea
Delete Draft Help Centre Theme
Hi, I have been playing around with customising a help centre theme. However, I now wish to delete the draft whilst retaining the live version. I cannot find an option anywhere to remove the draft.
Cant receive email on zoho desk
Hi, I can't receive email through zoho desk, but my account on zoho mail was received succesfully. I just do test email and below was email header (original emails), with showing email only received on zoho mail Delivered-To: premiere_care@zohomail.com
Save draft of help center customizations in sandbox
We are updating our website and help center and want to apply a new theme to along with some of the personalized styling settings. We know that it's posslble to create a sandbox version of the help center so the changes are not published live. https://help.zoho.com/portal/kb/articles/customizing-help-center-themes-in-the-sandbox My question is, it doesn't seem possible to save a draft version of the sandbox and then revisit it at a later time. All the customization needs to be done in one shot
Make an alternate support email address
How can i switch the default support email address. I started by using support@ and is my default. I setup an address called helpdesk@ and want this to be my default so all outgoing email uses it.
Emails from templates ignore SMTP
We have a number of email templates and workflows which ignore the fact that the from address is now set to use SMTP (we have recreated the templates and workflows after we switched over to using SMTP but no change). If we answer direct within the ticket
Zoho Desk Extension Sidebar - any way to pin this?
Hi, I'm using an Infusionsoft extension for Zoho Desk. To access the contact's Infusionsoft details when the ticket is open, I need to click on the marketplace/extension icon each time to open the sidebar: The issue is that the sidebar disappears when
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