Use External URL for KB
We have an external knowledge base KB URL that we would like the customers to be able to access. I could not find a way to do that. I'm not a coder - plug and play type. Regardless of my skill set, is there a way to point to an external URL for the KB?
Remote authentication error
Hi, our customers can't login via remote auth anymore. I'm passing the correct timestamp (ts) at GMT+0 in the request, but i'm always recieving an error: {"result":"failure","cause":"E105 - Request Delayed"} This is preventing our users from checking their tickets. Please check the timezone set in your response servers.
Phishing alert message in replied messages
replies from Zoho Support have this warning
Gamification module
We use zoho support extensively, a lot of other support products out there have a gamification module to create a competitive environment amongst the support staff. We would love to see a feature like this added in the near future.
Installing Cliq integration with Zoho Desk
When installing the Cliq integration with Zoho desk, this warning comes up. What does it actually mean? How do I know if my users will lose access to Desk? This message isn't clear enough and I cannot risk my users losing access just because I integrated it with chat. Your Zoho Desk account will be converted (if not already) into an Org account, to install Zoho Cliq. Once converted only Org admins can perform user-related operations in Zoho Desk.
Community Restrictions
Is there a way to limit who can post to a community forum? We want to create one called Announcements and only allow agents and moderators to post announcements. I can lock it, but that does not allow anyone to post to it. Thanks Gerald
Ability to restrict users from posting in forums
Hi Desk Team, As of now I have checked on my account with Desk and I see that I can moderate a user or block them. I'd like to be able to restrict a user from posting for a certain amount of time (hours or days) which would be lifted by the system automatically like an automation. This would come in handy for users that post topics that are not welcome or posting lots of spam or abusive users. I have checked into other platforms and some of them have this feature. I'd like to see it in Desk in
Missing Fields in the "Advanced Ticket Filters for Zoho Desk" extension
The description of the extension reads as "The Advanced Ticket Filters extension allows you to choose from a variety of filters, including custom fields". It seems like that only custom picklist type fields which are located in the default sections are being presented to us. Picklist type fields which are placed in custom sections in the ticket layout are not being displayed as filters. Please change this behaviour to include all of the custom picklist type fields as filters.
Zoho Support: Wordpress Web to Ticket Form
Hi, I can how to create a web form using the Zoho Support web to ticket form builder, but how can I integrate it with Wordpress? We currently use Contact 7 to build our Wordpress contact form, but it only seems to support emailing the contact data to create a support ticket. Having a proper web to ticket form would allow for better tickets to be generated. Is there a Zoho Support wordpress form plugin? What would you recommend? Would the Zoho CRM wordpress plugins work?
Zoho Desk Functionality Questions...
Hello, before my business invests in Zoho Desk, I have a list of a few features that I'm hoping Zoho Desk can achieve. If anyone has experience with the following features and can let me know if they can be done, I would really appreciate it! Thanks in advance! 1. If a ticket is left open for more than 24-48 hrs: Can Zoho automatically send an email, saying the ticket will close at XXXX time? If the ticket is still open after XXXX time, can Zoho automatically close the ticket and send an email alerting
'Sign in with Apple' is now supported in Zoho Desk iOS mobile app
Dear users, In the latest version (v2.4.10) of the Zoho Desk iOS app, we have brought in support for an additional mode of gaining access to the Desk app. You can now sign in to the app using Apple ID by clicking on 'Sign in with Apple' option. It is now easier than ever to manage your tickets on the move. You can update the app directly from the App Store or using the link given below: https://apps.apple.com/us/app/zoho-desk/id692742510 I have attached a GIF below for your reference: If
Does Zoho create work orders?
I am currently using Zoho support, Is there a additional Zoho platform I can use to generate work orders based off of Tickets? If this is not possible I would like any suggestions anyone may have. Thanks Alex
Creating Work Orders using Zoho Support
What can be used to generate work orders based off requests created in Zoho support? If not is there anything you suggest that will help with this task?
One customer multiple products and SLA
Hi; We support for multiple products. (Product x, Product Y, Product Z etc.) My customers have multiple products. A customer is using the x product and the Y product. SLA times of the products are also different. For customer A; X product SLA >> Diamon Y product SLA >> Standard When I try to define more than one SLA to a customer, there is an error you cannot define an existing SLA exists. Do you have any suggestions on this subject?
Send notification e-mail according to the type of Account Product
I want to send a general announcement about the products to the customers. (As if there is an interruption at the moment due to the problem in Cluoud services) Is it possible to throw a notification e-mail to all customers who have X products (products are defined in accounts) with a special template?
Creating an alarm according to the status information of the tickets
Ticket is sent to the manufacturer for review. - How long has passed since the first message was sent to the manufacturer (Vendor - Status: HOLD) - How much time has passed since the last message was sent to the manufacturer. (Vendor - Status HOLD) Can I create an alarm to the manager for the tickets that have been waiting for the manufacturer for x days by removing the elapsed time?
Emails
For some reason we are no longer receiving emails, clients who are creating tickets used to get an email acknowledging the created ticket, agents assigned the ticket are no longer receiving emails and and as an admin on the account I also am no longer recieving emails. This issue only started today?
Zoho Desk Time-Based Rule
Hi There, In our company, if a ticket is submitted after 3pm on a given day we would like to send a reminder email to the ticket creator that their request will not be fulfilled until the next day. I am attempting to create this rule in Zoho Desk's Workflow Rules section. However, the closest I am able to get is to a rule based on Creation Time that requires a date be entered - I am not able to leave that field blank in order to have the rule execute if after 3pm on any given day. Has anyone found
Invisible Tickets
What may be the reason that some Tickets are invisible to some Users even for the Admin, while other Admin can find them with no problem. We still have a data sharing for Tickets: Public Read/Write/Delete. Moreover it seems that these invisible Tickets comes from one address (some of the Tickets from that address are visible and some are invisible for a particular User). Katarzyna
Please Remove Spam Filter from our Zoho Desk
Just in the last couple of weeks - most emails coming in are being marked automaticilly as SPAM, they clearly are not and people have waiting for responses, and nothng sent. Can you remove us from this spam filter - or allow the ability to manage it ourselves. Thanks Mark
Creating a customized web form for ticket generation
Hi, I'm trying to create a customized web form for support tickets in my website. The Advanced Web Form solution does not work for me out-of-the-box because it requires a 1:1 mapping between zoho fields and webform fields (e.g. I can't concatenate "Request Type" and "Order ID" into the "Subject" field). I was redirected to use the Desk APIs instead. Unfortunately, Oauth doesn't work for me because my website is hosted on Shopify. I have no model / controllers to store the access tokens and refresh
Breaking API Change Related to Agent Profile Pictures
Dear Zoho Desk API users, We would like to bring your attention to a breaking API change that would impact the way agent profile pictures are fetched in a large number of APIs (tickets, contacts, articles, etcetera). This change particularly pertains to cases when agents do not have profile pictures set in their Zoho accounts. Currently, if an agent does not have a profile picture, this is indicated in the API response through the photoURL key, whose value is returned as null. And you handle such
Ticket Timer API Call Error
Hello, I am working on a custom interface to start and stop the ticket timer. I keep getting a 301 Moved Permanently error as a response the API call is to `http://desk.zoho.com/api/v1/tickets/${params.id}/timer?action=${params.action}` can someone let me know what this error is for? Thank you.
How can I add StatusIQ page to ASAP widget?
Do there is a way to add StatusIQ page to ASAP widget? So people can click on a link to open and consult the status page?
3rd party integration for ZOHO Desk
We want to integrate a helpcenter search bar and the possibility to directly add tickets to our cloud software. We want to add a 'support bar' in our software where people have the search field to search for known articles. When entering certain tags the right document should become available directly. Just like the search requests in the ZOHO Desk environment direcly. Can you point us to the right API information? We also want to be able to directly add a support ticket from our application.
Contact Notification on Status Update
I'm probably missing something simple here, but I can't figure out how to send a contact notification if the ticket status updates. Any help here?
Ticket assignment by employee shift
Hello , Good day I want a mechanism that enables to assign tickets to my Agents by shift because every Agent has their shift or if you can send me a similar sample code which was mentioned in this topic: https://help.zoho.com/portal/en/community/topic/assigning-ticket-to-next-shift-worker-when-a-customer-replies contact: ebenissa@umbrella.ly
Localization for desk community and knowledgebase
This feature request has two stages Add auto localization for desk front-end Home, My area, Knowledge Base, Sign in, Sign up pages contain tabs, buttons, drop down lists, details that predefined by desk web applications (Detect user country and auto localize) (Configurable) Add administrators to enable or disable auto localization feature for rest of contents such as knowledgebase articles, community topics that written by administrators, staff or users. (this must be optional feature for convert
Restrict users from adding requests
Hi, Is it in your roadmap to restrict users (with the user group function) from adding requests? This is a feature we would really like! Thanks, Helen
Implement ASAP for Mobile Platforms on a React-Native App.
Hello. I am currently developing a React-Native app for mobile phones and I wanted to include the Mobile SDK in order to include the Customer Support dashboard. I am not knowledgeable in Java and some questions have arisen when trying to follow the step by step documentation. First, I added the 'Initialize the SDK in Your App' code snippet like this: @Override public void onCreate() { super.onCreate(); SoLoader.init(this, /* native exopackage */ false); ZohoDeskPortalSDK.Logger.enableLogs(); DeskConfig
Introducing SugarCRM and 3 other Zoho Desk extensions
Zoho Marketplace releases SugarCRM along with 3 other Extensions for Zoho Desk. Here's a list of all new releases for Zoho Desk, June 2020. Get more from your Zoho products with extensions from Zoho Marketplace. Harvest for Zoho Desk Powered by Zoho Flow
Importing Facebook Messages into Zoho Desk via API
We've turned on the social channel integration for Facebook and it's updating with new private messages coming in and that's great. However, we have 2 years of messages we'd like to import in here so our staff can go through them and make tickets as needed. I'm able to get a JSON object from Facebook of this data, but I don't see anything in the API docs regarding the social channels or private messages. Is there a way I can get this done? Thanks!
Bug: filtering by due date fails in Zoho Desk API tickets search endpoint
Steps to reproduce: GET /api/v1/tickets/search?limit=100&dueDateRange=2019-06-30T16:40:00.000Z,2019-06-30T16:50:00.000Z&sortBy=createdTime Result: the response returns all tickets from the beginning of time, regardless of due date. Expected result: it should only return tickets whose due date is between 2019-06-30T16:40:00.000Z and 2019-06-30T16:50:00.000Z. It was working perfectly fine until today (30/06/20) around 11:55 UTC, when it suddenly started ignoring the dueDateRange query parameter. Probably
Changing ticket contact without changing "Channel"
The quick version of our question: is there a way to reassign tickets in the "Email" channel to a non-email "Contact" without changing the ticket "Channel" to "Phone"? Context: My property management company uses Zoho Desk to manage email requests from tenants. Usually, tickets come directly from tenants, but occasionally they instead come from third parties (like caseworkers) who handle communication for multiple tenants. Since the tickets come from third parties, they are initially tied to an "Account"
Create ticket
Can I create and send a ticket to multiple email accounts or add them as cc?
Add CC address on Ticket
I would like to be able to include another user in a ticket for updated status. There is another program that we were using before we moved the Zoho that would allow for two things we didn't anticipate when moving. The first is I would like to be able to add a cc for users, for instance someone in a department might open a ticket, and then someone else might call with the same issue and I would like to be able to include them in any updates to the ticket. Currently a ticket is only open for
Can Zoho be used to deal with email inquiries?
Hello. We receive a lot of email inquires and have a small team that answers them. We are looking to streamline our process so the inquiry emails are sent to a certain location, logged, and then we can nominate a team member to take the inquiry. Ideally it would mean that we know who has been answered, which team member has done it, and the status of the inquiry (ongoing, waiting reply, dead lead, etc.) Are there any apps in Zoho that can do this? CRM seems the most obvious, but I am not sure if
Zohodesk Free, reporting
Has reporting changed in Zohodesk free? when I try to customize reports, I don't have any columns I can add anymore and when I try to make a new report it gives me no columns I can add. This is true for all fields, filters, columns. The form is just blank.
Set approvers with Blueprint
Hi, I've been testing the new Blueprint feature and it looks amazing. But there is something I can't do: Can I set a fixed approver for a approval transition with Blueprint? Thanks in advance. Regards
Contacts changing in Desk
We have Contacts in Desk synched with CRM. When we send a Contact an invitation to the Support Portal, they are able to change their name, email, phone, & timezone. Unfortunately, they are changing their name and email to groups or distribution lists, providing support to unauthorized users, and making it difficult for us to provide support because the Contact has been changed. Then we have to get in an argument with them why they can't change their contact info to other people. It would be really
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