Webhook Priority based
Hello, We want to create a webhook based on the priority of a case. In example, if a customer creates a ticket with "high Priority", execute a webhook. We was looking into the documentation, but we only see that you can execute when a ticket is open, not with conditions. How can we do that? I was thinking with a blueprint, but I can not find the option. Thank you Regards, Daniel
How Do I Auto-Suggest KB Articles for Agents based on a dropdown field having a specific value?
Hi, I would like to set-up some process or workflow where if an agent selects a specific value from the dropdown for a particular questions, then an KB article is suggested for the agent as a reference for what the next follow-up steps need to be for them. Please help me do this as I'm having a hard time setting this up.
Showing tickets from all departments for super admin
Hi! We have been working with Desk for half a year now - we have several internal departments and one for our customers. One of those internal departments is Zoho One related and our employees can send there their issues with Zoho. Very often our employees need help and ask to check a specific ticket from their department so I have to assign that department to my account, check the issue and then unassign the department. It's quite annoying after some time so could you check whether there is a possibility
When deleting a report, the alert window should contain the name of the report being deleted
When deleting a report, the alert window should contain the name of the report being deleted. Also, the report grid in itself should contain some kind of guideline so that the user is sure that he's on the correct record.
Import on user groups
is it possible to do an import to add users to a user group? or give them a user label?
Zoho Helpdesk Randomly Creates Duplicate Tickets When Sender Replies to the Ticket
Hi team, We have ongoing issue with the duplicated tickets, but was not able to find the cause of it nor solution to the issue. What happens is that: if someone responds on the same ticket, there is a chance that a new ticket will open – despite the proper subject line and original ticket numbers being included. I could not find what is different with these duplicated tickets. (below are some examples) Some background information that might help: We use Outlook for mac We have internal mailing
Removing underline from Hyperlink
Hi, I'm trying to send a message using Zoho desk and I want the whole message to link to a different page. I can do it however when I do, the whole message is underlined and clicking on the Underline symbol to remove the line is impossible. Is there a way to remove the underline? Thanks
Ticket data view
In Zoho desk can anyone tell me how to expand the ticket data once a ticket has been opened, so all of the information is readable! I want to read the client responses whilst replying to the ticket.
Introducing 'Dark Theme' in the Zoho Desk Android App!
Hello All! We wish you all a Happy New Year :)! This New Year, we have given a new look to our Zoho Desk App icon to give it an all new and refreshing look. Also, we are delighted to let you know that we have brought in support for 'Dark theme' feature in the Zoho Desk Android app. You can now experience enhanced readability, save battery life and run through your tickets with ease. In the latest version of the Zoho Desk app, you can enable the Dark theme from the on-boarding screen i.e.,if
Allow agent account management by administrator
Hello, I would really like the Zoho Desk administrator to be able to take over agent accounts: they should be able to log on as a particular agent. That would allow the admin to completely pre-configure agent accounts: settings like starred views, selected columns for views, snippets, etc. All of that is personal only so each agent can pick different settings, which is not what we want. Currently the admin can only grant access to an agent but there is no control on what the agent first sees when
Images missing, in tickets, on customer facing end
Images do not show at all on customer facing site: Image SRC shows as (incorrect): "/portal/mail/ImageDisplayZSupport?supzgid=1588ac18de7965a4a48d23f14fc053d4&na=1156310000000002002&nmsgId=1578324382286000001&f=1.png&mode=inline&cid=0.28873910240.7326964232281928898.16f7b76d00e__inline__img__src&" However they show find on admin facing site: Image SRC shows as (correct): "https://desk.zoho.eu/mail/ImageDisplayZSupport?supzgid=1588ac18de7965a4a48d23f14fc053d4&na=1156310000000002002&nmsgId=1578324382286000001&f=1.png&mode=inline&cid=0.28873910240.7326964232281928898.16f7b76d00e__inline__img__src&"
Blueprint bottom bar not appearing, 'Unable to process your request'
Hi, We have Blueprints set up to help workflow, and to move tickets I use the blue bar on the bottom to follow the process but it isn't loading and instead I'm getting the 'Unable to process your request' error. Please help? I can't move tickets to Open, On Hold etc without it. Kat
Can we apply layout rules for Blueprint transitions?
The help page for the layout rules states that : Layout Rules are applied only when users manually create or edit a record. Does the use of transitions on tickets apply as "editing" a ticket/record?
Community Round-up: 2019
We've just entered a brand new year and it feels like the right time to take a moment and thank you all for being an integral part of this community. It was quite an eventful year and to get a sense of just how much happened, let's look back at the year that was. 1222 new users visited our community page last year - let's make them feel welcome so their numbers keep growing! We made 51 significant announcements. This included major feature releases like: New channels for support: 3CX, Exotel, Ubity
Customer Portal Registration - unable to set pswd after accepting invite
Hi There, I'm in the process of setting up our customer portal and testing customer registration. The scenario is the customer registering directly from our portal site, the welcome invite comes through, clicking on 'accept invite' takes you back to the portal where you're asked to create a pswd. Problem is after entering what you want for a pswd, clicking the 'Register' button does nothing. Nothing happens...nothing loads in the browser. When I pull the customer up in Desk it shows they've
Custom View Filter Criteria - Ticket Body
Hi, is there a way to filter emails into a view based on the content of the email. I have tried using description but it doesn't work for me (I was expecting to be able to pickup certain text strings within the ticket body). The reason I need this is because i get 100s of spam emails each month. Each time from a different spam sender email address/domain. But each spam email contains very similar content that I would like to detect and use to filter (many spam emails contain a bit.ly hyperlink for
customers can´t log in as new customers in Zoho desk clients portal
Hi we have a clients portal with Zoho desk, and when customers try to log in as new users, they received the confirmation email but when they are redirected from their email to the clients portal in order to write the password and finish the process, they wirte the password BUT THEN the "registry button" doesn´t work and they can´t not register please any suggestion best regards
Request: Html editor inside of templates
I have to code my html from a different editor and then I have to compress and bring over. It can be very time consuming when you are doing a lot of templates. When I try to do a hard code edit it can get funky sometimes. Thanks!
Create Ticket with Subcategory error
Hi Team, We are facing internal server error while create ticket (Programmatically Adding Ticket) with subcategory. Kindly find the code snippet in below, DeskNewTicketData ticketData = new DeskNewTicketData(); ticketData.setEmail(emailEditText.getText().toString()); ticketData.setContactName(fullNameEditText.getText().toString()); ticketData.setDepartmentId(deptID); ticketData.setCategory(feedbackTypeTextView.getText().toString()); ticketData.setSubCategory(feedbackCategoryTextView.getText().toString());
Embedding code in KB articles - requires extension?
Currently, when editing articles in the Knowledge base part of Zoho Desk, there appear options to "insert code". Question is: what kind of code? Does this require a formal extension, approved by Zoho? Or any kind of code? We are looking for ways to add simple apps to our knowledge base (example: a form that let's people add some info to a pdf builder and then get access to a downloadable pdf). Are there ways to do this? Anyone have experience or insight?
E105 - Request Delayed
Hi, When redirecting for a "signin" operation, we are getting the following error: {"result":"failure","cause":"E105 - Request Delayed"} What does this mean? Thanks
Desk and CRM 2way integration
Hi, I have set up Zoho Desk and CRM integration. But there aren't all CRM contacts on the Desk. Could you help me please? Thanks
XCODE ZOHO SDK Framework Integration Error
Hi team, We are getting the following error to integrate ZOHO Portal SDK. Kindly check and let me know the solution to integrate Zoho SDk in Swift 4.2. Module compiled with Swift 5.1.2 cannot be imported by the Swift 5.1 compiler: /Users/parthi/Downloads/ZohoDesk-PortalSDK-Sample-apps-iOS-master 2/native/ZDPortalSDKDemo/Pods/ZohoDeskPortalSDK/native/ZohoDeskPortalSDK.framework/Modules/ZohoDeskPortalSDK.swiftmodule/x86_64-apple-ios-simulator.swiftmodule
Decline approval or Cancel approver
We use the Approver option regularly in our support operations. This has worked well in the past, but we've run into an issue as of late. Recently we've seen where an agent is tagged as an approver, but that agent is either out of the office or unable to act on the approval that day. While we do our best to not tag someone who is out as an approver, there have been times where the user leaves the office without notice and they are then tagged. In these instances, we would like an ability to either
email reply stay with original agent and not create new ticket
How do we set email replys stay with original agent and not create new ticket
"Receiving a new ticket" and "Receipt of ticket reply" not working for Contact Notifications
Hi, Customers are not receiving an e-mail notification when they submit new tickets, nor a receipt when they submit a reply. In the Notifications Rules, I made sure "Receiving a new ticket" and "Receipt of ticket reply" are both enabled. "Receiving a new ticket" was previously enabled and "Receipt of ticket reply" was initially disabled. The "Closing a ticket" is working, customers are receiving this e-mail when a ticket is closed. I made sure the "From" address in the e-mail template form is selected.
Unable to Process Your Request: Field Customization
Why will it not let me customize these fields.
Sync Contact between CRM and Desk / Support
Hello, I have set up Zoho Desk and CRM integration. I have the ZSC key correct. Zoho Desk is adding to the CRM but Desk is not pulling in CRM accounts so Desk is only adding to CRM. I have over 900 accounts in the CRM and only three are showing in Desk and these were added by an agent. Two way sync shows Desk to CRM but no CRM to Desk activity. Any assistance would be greatly appreciated. As an aside, I waited for 47 minutes on the support line as "caller number one", not sure if that is normal,
Zoho Desk - Products and Invoicing
We are trialing Zoho One currently. We are an IT services provider that constantly has to track time entry and products sold/used to fix issues on a related ticket. The draw of having our CRM, ticketing, and billing all integrated sounds amazing. However, we are having a difficult time being able to replicate even some of the most basic features in our current ticketing system. 1) Is there a way to actually link a product in Desk to the created invoice in Books? The few ways we've done this the
Custom Alerts/Emails on Blueprints
How can I customize the subject (to include place holders from tickets fields) and attachments to Custom alert emails?
in Zoho desk add filter to to workflows to stop the same operator being notified by email of tasks that they have carried out.
I have raised this in a zoho chat session, and there was no solution. So I am posting the idea here. Please add a facility to workflow to not notify the current operator via email of any actions that the operator themselves has carried out. Scenario 1: i do not need an email to tell me that I have just assigned a job to me - but I do want to know if another operator assigns me a job Scenario 2: I do not need an email to tell me that I have just logged a new ticket for someone - cos I just logged
Make Ticket Information a required field when replying or closing a ticket
We are setting up our Ticketing system and we wanted to make ticket information such as category and sub category to be a required field before an agent can reply back or close the ticket.
Double "Thread Level Keyword" Icons
I'm having a hard time to understand the logic behind these indicators. They are being created on some of the message threads on the tickets and sometimes we get double of these icons. Their content is always identical. I guess that this is some kind of an issue.
Is zoho desk having an issue receiving emails?
It seems we are not getting anything. I sent a few test emails and no tickets are showing up.
Domain Mapping and SSL Certs
Just for clarification, if I want to use domain mapping such that the cname I setup on my server as support.mydomain.com maps to https://support.zoho.com/support/mydomain ... I need to purchase an SSL Cert through you and have you install it on your server? Is that correct?
Zoho Desk: Much needed feature
I almost can't believe this isn't a feature as it works on all other ticket systems we've used. In Zoho Desk, if we raise a ticket for a customer and attach a file, an email is sent to the user, but no attachment is sent. This is really quite simple and surely it must be popular. The only option given to us by Zoho is to 1) Create the ticket then 2) reply to the ticket with the attachment. Example use case: Sending a design for approval to a customer.
What is the difference between Created Tickets+Solved Tickets vs. New Tickets+Closed Tickets?
I am trying to establish baselines for the tickets that come in but it seems like theres a few different options and they are producing different total numbers. When you use Report Overview, you can see New tickets vs Closed tickets, but when you use Dashboards and select "All Ticket Stats" from the gallery, the dashboard shows a higher total number for Created vs. Solved tickets. I was able to find definitions for what New Tickets and Closed tickets are here, but was unable to determine definitions
Zoho Desk Community Digest - November 2019
Top Product Enhancements: Deprecating support for the default help center theme Other Product Enhancements: Comment with only the attachment will also be synced via Bug tracker. You can now encrypt the custom field values stores in your database You can encrypt the values only for the following data types: Text, decimal, integer, email, phone, percent, and url Available in all Zoho editions. Now, you can have 16 connections for a state transition in Blueprint Option to delete for the entries of
Notification badge on Timeline icon
Hello! It would be so useful to have a small badge on the timeline icon that tells you how many tickets exist in the timeline. When responding to customers, the second thing I do (after checking the ticket properties) is open the timeline to review our history with the customer. I do this for every customer. It would save me a click (and loading the timeline) if there was a small [1] on the timeline icon, letting me know this is the first time we're talking to the customer and I don't need to review
Breaking Change Related to Time Entry APIs and Webhooks
Dear Zoho Desk API users, This is a heads-up about a breaking change coming up soon. This change impacts the responses to time entry APIs and webhooks. Read on for more details. Currently, time entry APIs/webhooks related to contacts, accounts, agents, calls, tasks, and events return the string value "null" for the associatedTicketId key, if there are no tickets associated with them. We have planned to change the string value "null" to just null, to denote that there are no tickets associated.
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