Embedded form attachment not working after cusomtization
Hello, I am using embedded form in website. I have changed the code a bit to align and have the same language and theme on my webpage. I also made the mandatory fields "Last Name" and "Email" hidden but I set their values before submitting the form with correct data (already tested them and created a ticket) I have a problem only when attaching files. See below: 1) Clicking Attach files (blue text in above image) does not work, nothing happens when clicked. 2) When manually showing one of the attachment
First Assigned Time definition
Hello, I'm trying to create a report in Analytics against Zoho Desk data, looking for the time difference between a ticket's creation time, and the first time an individual agent assumes ownership of the ticket (not the team). I thought I'd use ticket create time, and "First Assigned Time", however first assigned time appears to change if the ticket exchanges ownership. First response is not the measurement I'm looking for, as we'd like to know how quickly tickets are assigned. Does anyone have any
Custom Function to Check Status of Ticket
I want to send a daily email notification to the ticket owner based upon the status of the ticket. What seems like the best way to go about this is to use the Schedules section on Zoho Desk. But I cant just associate a condition and a notification with the schedule I have to create a custom function. How do I check the status of a ticket in a custom function, is that possible? If so, what environment variable am I looking for? Is there an easier way to achieve what I am looking for?
Timeline feature is now available in the Zoho Desk Android app!
Knowing the history of the tickets raised by the customers is one of the best practices of Customer Service. Timeline is one such feature that helps the agents to get a complete list of the tickets sent by your customers. We have now brought in support for 'Timeline' feature in the latest version (v.2.4.7.1) of the Zoho Desk Android app. You can access this feature by going on to a ticket > click the more option (hamburger icon) > Timeline. You can update the app directly from the Play Store
Updating Departement info isn't reflected on portal homepage
Hi, I tried updating the details of a department (Name, Display Name, Description) but that doesn't seem to have any effect on what is showned on the portal. Is there a way to update that information after the initial creation? David
Customer Portal Button issue
I recently tried the rebrand of our customer portal, and got everything set up correctly. I can see that the new portal link works and is set up correctly in the Help Center Access Control section. However, the Cases.Customer_portal_button variable in the email template uses the link that is set in the General > Rebranding > Portal Name section which I cannot edit to go to the right link. It instead tries to force the customer to go to our actual internal support queue. Any advice would be appreciated.
Webhooks in Standard Plan
Good Day, Can I use the webhooks in Standard Plan? Thanks, Jhon Paul Del Valle
"Can not perform this operation" error when using "Save As New" for custom report
I have modified a report, and attempt to save a copy of this Report, but when I do, I get "Can not perform this operation" I can run the report, I can export the report, but I cannot save the report for future use.
URGENT! Custom Function FORBIDDEN","message":"You are not authorized to access this resource"
This function was working perfectly putting into Authtoken variable the ZSC Key. Creating a new Department, the same custom function (copy and paste) is not working. Running the Custom function manually, it display this error: updateTicket : {"errorCode":"FORBIDDEN","message":"You are not authorized to access this resource."} Please, need help to generate correct Authtoken to run this Custom Function. I have asked to the support on monday. Today is Thursday and I didn't get a definitive answer....We're
Customer Portal Improvement
Hello we need to be able to add COntact /Account fields to Registration form in CUstomer portal. 1. if possible to ad redio buttons to enabling visability of the fields in Registration page. 2. also Checkbox for Privacy Policy and Terms before Registration button should be enabled. my Service team is facing the problem and considering switch to competitors system, please help. Regards, Eduard
ZIA / ASAP in Hebrew and RTL
Does Zia bot supports Hebrew? And RTL?
Dailly report via email
Hi, I'm trying to create a daily report to be sent via email, from the ticks I have on my Zoho Desk, but I'm not getting it. I would be grateful for the assistance.
HTTP Status 400 - Bad Request Error on sign in page of Help Center
How to fix the HTTP Status 400 - Bad Request Error on sign in page of Help Center. Due to this error, the sign-in page is taking the customer to Zoho Desk login.
problem with links in copy text
Hey. We observe such a problem. When copying a table, there is a text with a link in the cell, when we paste it into the ticket response, the link is not always saved. there is no regularity.
Problem with signature
When sending a message by ticket, after signing inserts a large empty space. What could be the problem?
Zoho Desk now integrates with Zoho Sprints!
In a typical software company, the development team works alongside other teams such as marketing, product management, and design, each performing a variety of unique tasks that help build a product. When customers use the product, they often provide valuable feedback about their experience. However, they may not have enough coding knowledge to modify the apps they use. Engineers, on the other hand, are equipped to build and code software. This creates a gap between the people who build the software,
How can i send a snap shot of a dashboad
I would like to send a snapshot of a dashboard to my team on the first of each month all i see is a way to export a csv or xls is there a way to schedule a snapshot of a dashboard maybe a PDF.
Why can't I see an attached document in the KB when I enter normally and can see it when opening the article in the Help Center?
Scenario: Create article in KB Attach a document as downloadable attachment Publish it for All Users Go to the article Login to the portal as a customer Navigate to the article Expected result I can see the attached document as an agent in Zoho desk when navigating to the KB (step 4); I can see the attached document as a customer when in the Help Center and navigating to the article (step 6) Actual result As an agent I cannot see the attachment in Zoho desk when navigating to the KB (step 4); I can
Desk - ticket response (conversation) am I missing something?
Hi, first post in here. So I have an ongoing conversation with a client regarding their ticket, which is now 20+ replies, how can I send them a reply without including all the previous replies in the body? It's almost a new question about the same ticket so previous replies not relevant. Anyone else confussed? Andy
Validation Restriction while creating Customer Contact
Hi, I am trying to create a customer contact under an account, but I don't know why there is a validation restriction in the last name placeholder. While creating customers with same last name gives the following response-- Duplicate Contacts with this name "Shah" already exist My multiple customers may have the same last name. I need the resolution immediately
Custom Customer Portal.
Good Day, Is it possible to upload my custom customer portal in Zoho Desk? (ASP.Net webiste MVC) Thanks.
Showing more Detailed Account information on ticket
Anyway to contorl what is shown on the left of a ticket - not the actual ticket fields but the account/contact information at the top - ie Name, comp;any name etc - very very limited.
How to sort by status in the compact view?
I don't see in the option, I know there is the kanban view by status, but I'm not of fan of the layout.
Email notification for new tickets
We are not receiving email notification when new tickets are logged. Please assist
Move a community topic to a different forum
Hello, Is there a way to move a topic to a different forum? Also, how can I stop forum posts from automatically turning into tickets? Thank you, Theresa
Welcome message on Desk login page
I would like to have the ability to add a welcome message to our Zoho Desk customer facing login page. The message would include hours and phone, and a note on how to create an account. It may also have a warning message for unauthorized users. It should support up to 800 characters and minimal HTML (<a href>, <b>, <br>, <p>). If a welcome message is entered, just insert it over the forgotten password / agent login links. If no welcome message is entered, the page will display as it currently does.
Any overlap between Desk, Projects and CRM?
We are planning to evaluate Zoho desk soon. In the future we may be interested in functionality in Zoho CRM and projects. Is there any overlap between these three products and if you purchased all three would it in effect be one system?
Can I upload a document to a knowledge base article that customers can download?
For a specific article that is about how to build up a particular profile in a document, I would like to add a default document that we share with our customers in a training. In order for them to have acces to such a document at all times, e.g. in case they lose it, I would like to add the document to the article so that they can download it there themselves. Is that possible and, if so, how? And, if so, are there restrictions to the type of documents?
Thread level Keywords?
On some of our tickets, we have recently started seeing thread-level keywords. Can you tell us what this functionality is and how to use it. Looks like it just started happening today!
Gamescope
Gamescope is the process of gamification for agents that helps you bring in a competitive environment for your support agents. Awards your agents with badges and trophies for the successful completion of tasks and introduce healthy competition for improved customer service performance. 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 the beta
Multi-lingual Knowledge Base
With Multilingual Knowledge Base, you will be able to create and manage articles in multiple languages to support customers from different regions and associate multiple categories with each department in your Knowledge Base. These features, used alongside User Groups, make it easy to personalize and manage your content for different groups of users. If you tried the beta feature, please share your feedback below. Your feedback will help us refine the finer details before releasing this feature
Feedback Widget vs ASAP?
Other than the difference of look where ASAP button shows up as a distinct button, vs Feedback widget that shows on the side of the page. Are there any other differences? How do we decide which one to implement? Also, looks like we can have a chat functionality in feedback widget. If SalesIQ is enabled would SalesIQ be used as chat in feedback widget?
"Dashboard" tab missing
I've logged into Zoho Support this morning and realized that the Dashboard tab has disappeared. Is it a problem specific to my account or has the Dashboard tab purely and simply been removed from Zoho Support?
Editing of Images in Ticket Responses
Hi Zoho, i feel Zoho desk is missing a critical feature to edit images as they are added into the reply like you can in Zoho Mail or in Cliq. e.g. in Zoho Mail or Cliq i can add a box or arrow etc when i insert an image or screenshot. In Zoho Desk we do not have the option to edit the images or screenshots that I add into the ticket response. I am currently required to use an external program or Zoho mail to edit an image then copy it to Zoho Desk. Can I request this feature be added to Zoho Desk?
Ticket Layout in 2 columns
When you are setting up the layout, dragging and dropping the fields its in 2 columns. When you select the deaprtment and view the ticket on the help desk site its one column. This would save a lot of space. For instance the date time fields shouldn't need a full width box.
How to add a block of text to a ticket
Hi I have a need to add a block of text to help my users navigate/understand the ticket form. Statis tool tips are no good as the amount of text is limited, changing Section titles doesn't work either due to the limited amount of text. It would be great to have a simple text box that can be populated. I saw in an earlier post that there may be a way to edit the CSS to include some text. Can I get some advise on this or any other option I may have? Regards Scott
External support ticket sharing
One of our vendors has followed our example and moved to using Zoho Support for thier Help Desk. (Any kickbacks?) Is there a way to add them into our Support Desk to allow them access to a particular department so that we can share tickets and assign them certain tickets or tasks? We could of course simply email their system, however if we do it from within Zoho, then our ticket numbers in the subject conflict and either causes an auto-response loop based on our mutual reply settings, or wrong
Customizing Help Center New Ticket Form
I have a few needs that I'm hoping can be addressed through HTML customization or through other means: 1. Is there any way to hide or display fields based on business hours or outside business hours. Outside of our business hours, we want to ask one additional question at intake. If it's not possible at the field level, is there any way to at least have a different default layout (now that multi-layout is available) outside of business hours than during business hours? 2. Is there any way to put
How to delete mandatory sections in tickets
i want to delete mandatory sections and how can I add more than 1 attachments
Zoho Desk Community Digest - May 2020
New Features of the Month Navigating email templates just got a lot easier! Beta Releases Beta access to Multi-Layouts. This 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. Marketplace Updates Introducing CapsuleCRM, Xero, ClickSend and 7 other Zoho Desk extensions Other Enhancements Bulk export option is now available for all static reports. Before downloading a EML/Msg file in Mail
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