Zoho Desk Emails & Advanced Web Forms Not Appearing in Desk
I am attempting to configure and test the desk feature. I have sent multiple emails to our two different DESK (department) email addresses. None of the emails I have sent show up in desk. I have checked every ticket type and department, nothing is there. Additionally, I have also created an advanced web form under one of our departments. After embedding that form in a site and filling it out and clicking submit, no ticket was ever created in Zoho Desk. Finally, even if I create a ticket manually
List View Customize Fields
Hi, is it possible to customize and add more fields to be displayed in the List View? Something like this:
${Cases.Recent Comment} putting in an extra "\" every time a "$" is mentioned in the comment
The ${Cases.Recent Comment} isn't working properly for at least a few days. If our most recent comment contains "$" when an email notification is sent that contains the ${Cases.Recent Comment} it will automatically put an "\" before every dollar sign, so it will look like "\$95" instead of "$95." An example: Yesterday we posted a public comment on a ticket that stated: "The invoice for $419.00 has been approved. Please provide a paid invoice upon completion of the work and we will mail out a reimbursement
Ability to move Knowledge Base Articles between departments
Hello, It would be great to move Knowledge Base articles to different departments. We have 3 departments and over time their responsibilities can change. It would be nice if I could move an Knowledge Base article that contains the how to do something to the right department.
Zoho Desk SDK for Mobile
I need to integrate Chat from zoho desk with my android mobile App is this possible?
Knowledge Base - Can you tailor it to a specific client
Our small firm is in the process of moving to Zoho for PM purposes. As part of the move we are exploring the features of Zoho Desk. We are a re-seller and implementer of accounting software. Our clients are in diverse industries and the software can be customized in millions of ways. As a result, even clients in the same industry may need separate instructions on how to perform a certain task. Is there a way to tailor the knowledge base for a particular set of client users? For example,
Automated Escalation Emails
Hi there, I keep receiving simultaneous escalation alerts about tickets via email even though they are closed. I am receiving them every day. Can somebody please tell me why this is happening? It is really annoying and is clogging up my emails. Thank you in advance. Daniel.
Multi Select list behaviour on the "Ticket Edit" mode
You recently did a visual redesign on the edit views of some modules such as the ticket module, account module, contact module etc. The "Multi-Select" fields on the new edit screens do not react as they did before. When you enter some partial string into them then they do not bring up all of the values which include the partially entered search string. You have to switch to the normal layout of the module and then search again for the same partial string to be able to see the correct search results
Incorrect duplicate email warning on Contacts card
This is also a problem related to my former new editing layout post. Multi Select list behaviour on the "Ticket Edit" mode The incorrect duplicate email warning makes it impossible to record new contacts. This one has to be solved immediately. I've searched all of the contact cards on the "all departments" setting but the only one found is the one that I'm already editing. This is not the first time that I've encountered this problem. I'm able to edit the records by first recording the "Account Name"
Integrate with FTP Server
I made a similar post in the Desk Api forum but thought this part of the community might prompt more discussion... We require links on our Desk Portal to a secure FTP server for customers to download products, project files and documentation. There will also be a link to our FTP server where they can upload files. None of this data can be email attachments. Customers will login to our Desk Portal using credentials established through the normal Desk "new user" signup process. Then besides being able
Ask the Experts 9: A 5-hour online Q&A on Zoho Desk Mobile Apps
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any
Stop displaying ticket number in reply
Hello, I tried contacting support several times but I didnt have much luck, the thing is, I am starting to use zoho desk but I want to choose in which department I get the ticket numbers displayed and in which department I stop putting them there whenever I make a reply. The thing is that when I reply in the subject it displays Re:[## 166 ##] (No Subject) where [## 166 ##] is the ticket number, and I want it to display it like Re:(No Subject). I will be waiting for your response. Best regards!
All Contacts information in Zoho Desk from Custom field.
When I search contact name in Desk it populate all the RECORD automatically by lookup, Is there any solution from custom field that maps all the fields just like happens in contact name.
How do we display knowledge base categories directly.
Hey, We tried to add asap widget to our platform, where in when users click on knowledge base they get to see the product as a category when we click on it then it shows all other categories listed. Sample could be found on dev.goldensherpa.com Looking forward for help.
Zoho Desk Community Digest - October 2019
Top Product Announcements Cleaning up your non-migrated social portals Deprecating a Key from Responses of Time Entry APIs Customer service made simple with Zoho Desk, now with iOS 13 experience Deprecation of XML/JSON APIs in Zoho Desk mobile app Other Enhancements In Classic theme, Community home page layout now changed from Single column to Two columns Ability to use Zia keywords in the criteria section of the assignment rules Ask the Expert Sessions Ask the Experts 1: Setting up departments
Tickets & Calendar
Hello, Is there a way to show your tickets and date / time sync with a calendar?
Final reminder about removing organizationName key
Dear Zoho Desk users, This is the final reminder about permanently removing the organizationName key and stop supporting it in our APIs. About a month ago, we announced that the responses to the Get organization and List organizations APIs and the input payload for the Create/Update organization APIs would not include the organizationName key. The key will be replaced with the portalName key in these cases. The organizationName key has been deprecated already, and it will be removed entirely on
Blueprint Attachment to be included in alerts
I am requiring attachment for a transition of status on blueprint. I am hoping the attachment gets sent together with the email templates I created for the "alters" after the transition. Can we do that?
Blueprint - Auto Transition
Is it just me, or it seems that the option to "Auto Transition" has disappeared from the create transition in between states in blueprint. We used to be able to use this just two weeks ago, but we cannot seem to find it last week. We even still have it on an existing blueprint. Any ideas how I can create autotransition?
Help Center Articles restricted to Customers
Hi maybe i did not find this in the documentation... Is it possible to restrict HelpCenter Articles to specific Customers or Contacts? i have different Customers and sometimes Articles differ slightly - sometimes it contains customer specific information, which must not be seen by other customers.... Thank you kind regards Lambert
Make Help Center articles visible to the right people
We are using our help center to support customers and partners. Our partners support our customers worldwide. All are registered users and have to logon to our help portal to raise a ticket and see knowledge articles. Some articles however, should only be visible to our partners, not to our customers. We rather do not make our partners agents in our system. Our current solution is to give a clear warning at the top of a partner article that this article is meant for partners and that customers should
How to forward an entire ticket to another customer?
In our business we often deal with realtors and their customers. Sometimes a customer puts in a ticket and we have back and forth conversation. The realtor then emails us and asks us for the copy of the ticket resolution. What is the easiest way for us to forward all the public comments/replies between us and the customer to that individual? Is there a way to add a second customer to a ticket so that two customers can see the ticket? We don't want it to be public where anyone can join, but we do
Light users should be able to respond to small number of tickets per month or year
I would like to see light users be able to respond to a small number of tickets - something like 5 to 10 tickets per month. Use Case: We use a help desk to manage requests for client services - the support team are full users. We have 3 supervisors/managers that would be light users, but OCCASIONALLY respond directly to clients. It happens rarely, so it doesn't make sense to have them be full users. [For example, our General Manager is a light user, and responds directly to a few (<10) tickets/year]
Out of hours notifications
HI Support Is there anyway to script out the business hours and holidays into the out of ours notification that customers receive. It is easy to set this up statistically but it would be nice to have it automated so that if the business hours change the email template reflects this and also as the year moves on it lists out on current business holidays not previous ones Something like below . Upcoming UK holidays Please Note the UK office will be shut on the following dates December 25th 2019 December
"Submit Ticket" Page Not Showing
I am trying to edit CSS and add widgets to my pages but the "Submit Ticket" page won't show in the list. All I see is "Home" and "Knowledge Base". How can I make changes to this page??
Comments widget does not work
Hi When I add the widget JS in my index.html it doesn't work (nothing is visible) and in the browser you see the following error. Thanks!
Videos and links to .pdf and .exe on the Zoho Desk customer portal home page
Hi, Once my customer is logged in Zoho Desk Portal, i'd like to give news about our company thru the latest youtube videos and some uptodate technical documentation thru .pdf links. I would also like my customer to upload the latest version of our software (.exe) event though we could do this part in other ways. Anyway to customize the customers's homepage with all that ?
How to setup SLA for ticket update or customer reply
I have setup SLA for the ticket create option so now whenever any new ticket is generated 8 business hours respond time will be allocated to the ticket . But the problem is when client is reply to the ticket then no due date or response time will be allocated to the ticket. I want to set up the response time for the ticket reply or customer reply option too . I have tried to setup this option but its calculating the 8 hours time from the ticket created time . It needs to be calculated from the customer
Configuring Portal Invitation Template
Hi, is it possible to configure the Invitation email sent to customers? I would want to replace the zoho desk logo with our logo if possible . Thanks,
Rule based mandatory fields
I do suggest you to introduce a new type of mandatory field which would become active (become mandatory) based on rules and conditions such as blueprint status, field values, time counts, correspondence count, etc. For example a field used to classify solution proposals shouldn't be mandatory when the ticket has been received (New ticket) but become mandatory on certain statuses of the blueprint.
Multi-department Permissions in Desk
Hi, I have several techncians belonging to Department A that would need to be granted access permission on Department B. Technicians in Department B do not need permission on Department A. I have tried setting users on Department A also Department B. This has the problem that, when a ticket is created on Department B, they are also notified by email. So are the admins, and we have had to disable the notifications. I have tried enabling the Multi-department Permissions this does not permit a user
Zoho Desk - Jira Mapping
Hi Zoho Support, I would like to know if there is a way to map the Zoho Desk Priority to Jira ? Priority
Favicon doesn't show
I added a new icon to the site, but nothing is showed. Can you help me? Sorry for my bad english
Translate Zoho Desk
Inside of portal is translated but I don't achive translate the view of client. How can I to do this?
Custom fields returns empty in Create Ticket API
Am sending custom fields like below in create ticket API but am getting empty response. Is there any error in my request? Request: "category": "general", "cf": { "cf_storeid": "1001", "cf_storename": "Test" }, "status": "Open" Response: "cf": {},
getting a ticket
Hi i'm trying to get a ticket from zoho but through api ''https://desk.zoho.com/api/v1/tickets/450046000000205000?include=contacts,products,assignee,departments,teambut" but the remote server return 404 error can you help out
Reply to ticket includes all old responses ending up with a confusing and ugly reply
Hello, Is it possible to make it so that when i click reply on a ticket that it does not include the customers answer to the ticket but ONLY my reply ?
Alerts/Rules question about automated responses after a brief period of time
Our requirement is this: We currently create Zoho Desk tickets upon receipt of emails to our support address. Each ticket is automatically assigned to an Agent upon receipt. If after 20 minutes of creation the Agent has not yet replied to a ticket, we want to send out an automated email assuring the customer that the ticket is assigned to a named Agent, and that it is being actively worked on by a human, and that they will receive an update as soon as possible. In order to do this I created a new
I had issue with getting PhotoURL from Agent by API
Hi, I got broken image from Agent PhotoURL like this : Is there any way to solve this? Regards, Mahdi
Using zoho desk oauth API without user consent form ?
Hello, Is it possible to authenticate with oauth API without getting a user content form ? I am trying to embed a ticket form creation on my site, using the oauth to get access token, but I don't want to get bored with the user content form (Because using ticket creation api is already consented in this site).. Regards.
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