Ticket resolution time
Hi, in the reports how do we eliminate the non-business hours from the ticket resolution time.
Running customer facing help desk + forums
I just subscribed to the Zoho one trial but I am sort of lost here with so many options. 1. Is there a zoho product that allows me to run a help portal for my customers, exactly like https://help.zoho.com ? 2. Is there a customer facing forum functionality ? Thanks.
how do I change the status text while tickets are in play?
Hi, I have a blueprint driven off statuses but the original status names I created don't describe the status correctly anymore. When I try and change the status text it says "there are things currently in that status"? But all I want to do is change the status text. How do I do this?
Intercom integration - issues and ideas
I'm testing out the intercom integration, but got a list of suggestions: The subject should be editable before creation Currently, all the opened tickets come with a default subject 'Intercom conversation with Melvin Caruana', which is completely vague. This requires the agent to get to Desk to update the subject and all. Priority: As per https://help.zoho.com/portal/en/ticket/38803136, all tickets get created with a new small 'medium' priority, which again, should be editable at creation time. Comments:
Zoho Desk now integrates with Zoho Inventory and Zoho Subscriptions
In an e-commerce business, customers are likely to reach out to support when they need help placing an order, tracking their shipment, or creating a return request. To be able to answer these requests, support agents need context about internal supply-chain processes—information that is often contained in your inventory management software. If you use Zoho Inventory to manage your orders and shipments, then this announcement can be of great value to you. Zoho Desk now integrates with Zoho Inventory,
Search Multiple Tags at once?
Hi, Is it possible to search for more than one tag at once in Zoho Desk Knowledge Base? For example, you can see in the screenshot below i'm in the Tags search screen. You can currently either click on one of the popular tags below the search box or you can type it in the search box. As far as i can see, you can only search for one tag at a time. We'd like to search multiple tags at once to narrow down the search. So in the image below, the first two popular tags listed are 'zoho' and 'ptp'. I'd
What's new on Zoho Marketplace for Zoho Desk in February 2020
Zoho Marketplace houses over 900+ extensions to help Zoho users improve and enhance the functionality of the Zoho products they use. Here's a list of the extensions for Zoho Desk released in February 2020. Google My Business integration for Zoho Desk
Zoho Desk and Azure SSO issues with access to aad Graph
I have a trail of ZOHO Desk Enterprise as we're trying to figure out if this will work as a replacement for our helpdesk software. I am following this walk-through https://help.zoho.com/portal/en/kb/articles/setting-up-saml-single-signon-for-help-center#Microsoft_Azure_AD Some of the documentation seems old and doesn't seem to match current azure settings. Here's where I'm at. When I try to sign in we get this error: AADSTS650056: Misconfigured application. This could be due to one of the following:
Ticket Status Lifecycle Extension Error
This extension is not being loaded since a few days. I've waited for it to be sorted out by Zoho. Could you please check this issue.
Knowledge Base article formatting issue
I published an article with several tables formatted, when I publish it for Agents it displays fine, the entire span of the tables display but when I publish for registered users, they are all cut off. I've tried reformatting it and adjusting the HTML but nothing works. any ideas? Agent display: Contact display:
I can't print the entire ticket (Using Printer for Zoho Desk)
Hi everyone, i have a problem with Zoho Desk. I need print the entire ticket, for that i installed "Printer ticket for Zoho Desk". It's works, but! does printer the images that are in the tickets. Look this... Anyone knows how to resolve that? Thanks.
How do I Turn off Word Verification or Captcha
I am currently using this for an internal support form so I am not interested in using the Word Verification. How can I turn off word verification?
Create a distinguished system notification for replies to closed tickets
We do receive system notifications when an open ticket is modified, replied to or touched upon in some other way. After the latest update the system reaction has changed to not re-opening closed tickets for replies to them. We require a distinguished system notification for such circumstances which should be able to be set as both a "Team" and an "Agent" notification. The current email and sms notification settings are not sufficient to warn the agents about these events. Agents may not read or focus
Weird behavior of Desk portal community tab in mobile view
Namaskaram Desk team, we have facing something weird in the mobile view of portal ( Help Center ) , we doesn't enabled the Community access for our portal. In the Desktop view its working properly. But in the Mobile view 'Community' tab is shown. Because Community is not enabled for this portal, it's a potential security issue. When clicking that tab, an error message is shown. Desktop View Mobile View Error Message Crafted with ❤️ Zoho Gurus | Zoho One Practice Team @ CubeYogi Zoho Authorised
Zoho Desk / Zoho Subscriptions Integration
Please confirm that the integration between Zoho Desk and Zoho Subscriptions is merely informational - that it provides Zoho Desk Agents subscriptions information WITHOUT any ability to change any data in zoho subscriptions. Is that correct?
Insight into customer portal activity
It would be helpful to gain insight into how our users are accessing the customer portal and how often. On a basic level I would like to see by contact the last login date. Otherwise, I have no idea if my users are even able to log on unless they send me an email or give me a call.
Desk API List all contacts returns less fields than contact find
Hi, I've noticed a problem with using GET /api/v1/contacts method. It does not return many important fields, like custom fields, address fields or social url fields - comparing to GET /api/v1/contacts/{contact_id}. For now the only solution what I see is to fetch contacts ids from the list response and then to do to single contacts fetch. This is very unefficient way (specially that users have rate limit on their accounts). Is there an option to request improvements to the list method (to return
Unable to process your request
Good morning! I am going back through our tickets and updating missing fields like product and due date. i have done around 30 and now when i try to amend the due date to have data in the field i'm getting unable to process your request. Is there a limit on updates?
Zoho Desk Community Digest - February 2020
New Features of the Month Zoho Desk now integrates with Zoho Inventory and Zoho Subscriptions Beta Updates WhatsApp for Zoho Desk is now open for beta access! Other Enhancements Update your Zoho Desk domain-mapping details (CNAME) at the earliest. Get a one-time notification on Desktop for a new ticket. In Blueprint, you can now arrange transitions in a specific order from each state "Show Master" option in Knowledge Base to view the first article that was written while seeing the translated versions
Non-spam email addresses always marked as spam
Hi, Firstly - I have lots of emails in my spam folder from the same email address. When I click on 1 of these emails and mark as 'not spam' - I get an option to 'unmark the existing tickets from this contact also as spam'. If I check this box and then click 'ok', i'm expecting all other tickets from the same email address to be auto marked as not spam also. But this doesn't happen and the emails remain in spam. Am I doing something wrong here? Lastly - how do I whitelist an email from ever going
Zoho Desk and Jira integration not working
Good evening. My name is William and I'm a Support Manager at my company, where we use Zoho Desk integrated with Atlassian's Jira. Everything was working perfectly fine until earlier today - my agents could open Issues on Jira from Tickets on Zoho Desk normally but now we're seeing the message: "Something went awry in the Issue's property fields. Please recheck and try again." as in the printscreen attached. I have made no changes in Jira (and we use a Server Version, therefore it will only update
Remote Assist Button ReMapping
We use Connectwise Control (Screen Connect) and would ideally love to use that "Remote Assist" button integrated into the Zoho Desk ticket to send an invite from our program. Anyone ever remap this button to use their own program? A quick search revealed Zoho support suggesting the user build a marketplace app, but nothing else was found. I am not looking to market this commercially, however if the dev cost/effort on my end is minimal I would be happy to share it with the public. Thanks!
How to get OAuth Authentication for third party apps using Zoho Desk Extension
Hi, I am trying to connect third party app via Oauth Authentication using Zoho Desk Extension. I want to sing up to get the access token from that app. Please help me to make redirect from zoho desk extension and get the access key and store in zoho desk.
Include Request for Approval in Workflow or Macro
Is it possible to include a Request for Approval in a workflow or macro?
Signature in "Send As Email"
Hi there! Hopefully I'm not missing something, but it seems that agent signatures are only added to replies to tickets. There doesn't seem to be a way to have the agent's signature show up in outbound emails for newly created tickets (When you click 'send as email'). Is there any magic way to get agent signatures included in these emails?
Custom Views
Why can't we set up Custom Views for All Departments?
Sharing ticket
How can child department closed the shared ticket from the parent department ?
Users are not seeing all of their tickets in the portal
We have some of our customers that use the portal and they are reporting that they don't see some of tickets in the listing in the different sections. If they search for the tickets they are able to find them but they want them to be in the listing. Is there a way to control this or do you know what tickets show up in the list? Is there a way for me to go in and view the portal as a customer? Thank you
Hyperlink for community side panel
Add an option to insert hyperlinks to community side panel so we can publish external sites links related guidelines, terms etc. Setup > Community > Categories > Edit > Description (zoho may not need to offer toolbox to insert hyperlink. basically allow to add HTML code or markdown) Note, currently we can add website links and it display as text(issue too) but hyperlink save space than long site URLs
WhatsApp?
Hi Many of my clients are turning to WhatsApp as their main way of communicating with me, especially for urgent issues. I can't force them to use email. I am having a hard time managing support SLA and time sheets when so many communications happen outside of Desk. Any ideas how to get WhatsApp chats into Zoho Desk, connected to the correct contact? Thanks Brendon
Associate accounts/contacts with a product
Hi, I am trying to associate accounts/contacts with a product using an API call but receive the following error if I pass more than 10 ids. The data is invalid due to validation restrictions. [{"fieldName":"/ids","errorType":"invalid","errorMessage":""}] Is there a restriction on how many ids can you pass in one call? API : https://desk.zoho.com/DeskAPIDocument#Products#Products_Associateaccountswithaproduct
Get attach file of a thread
Hello Zoho Team, I'm having a problem with attach file of a thread. By api get thread detail https://desk.zoho.com/DeskAPIDocument#Threads#Threads_Getathread I've got link to attachment file but when this link is not accessible. Just got a message "Internal Server Error" This is attach link from API result https://desk.zoho.com/api/v1/tickets/<ticketid>/threads/<threadId>/attachments/362144000001509001/content Tried find in the document but have no result. Please help me check this problem. Thanks
New agent can't access the Parent-Child ticketing extension
A new helpdesk agent has started working with us and we have created a new profile on the current PC for him. This was the only change on the OS and in Desk but this agent is not able to see the contents of the Parent-Child ticketing extension. Is there anything that we can do by ourselves to solve this issue?
Autochange department on specific tickets
Greetings, Is there any way to auto change a department on an incoming (specific) ticket? Because of having 2 departments a lot of our customers send the emails to the wrong email address. Is there anyway to automatically do something about this?
Linking Tickets (duplicates, related, repetitive) for EU DC!
The ability to link tickets, having one being the master ticket and others being child tickets would be awesome. We have some consistent issues that are affecting customers in different ways, but are related to the same thing. Grouping them would be very helpful. this feature would also allow us to group duplicate tickets, aswell as repetive tickets that can be considered as duplicates to.
YTD
Is there a year to date function for reporting purposes? Also, is there a current year or current month?
Tickets do not open when a new user sends us an email.
Good,
Can you help us?
Tickets do not open when a new user sends us an email.
When the person sending the email is a previous user if the ticket is created.
Thank you.
Unable to run Zoho Desk in Dev Mode | Telephony bar is not coming Even after uploading a private app
I am unable to run Dev Mode using command runDevMode() in zoho desk. And on opening the connection Page i.e., https://zapps.zoho.com/zapps#apps/dreconnectors?service=desk It redirects to the login Page. And on Providing login credentials it takes to the https://zapps.zoho.in/zapps#apps instead of the connection page.
Invoicing Accounts for time logged in Zoho Desk by Agents
I am trying to work out the best means for invoicing my client accounts for the time spent by agents in servicing tickets logged in Zoho Desk. In the reports there is not even a report available to show time spent by account on each ticket with the details of the type of support provided. If it is possible to invoice, which of the Zoho apps is able to pick up on the Desk timesheet entries? I would also want to be able to pick up any tasks assigned to an agent that they work on. Is it possible to
How can i duplicate ticket ?
Sometimes i need duplicate ticket, after edit this for another client or other point.
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