Clicking an account or editing a ticket opens a new zoho page and then stops your timer
I cant tell you how many times I have accidentally clicked to edit a ticket and I lost my on going timer. Is it possible to have this open in a different window or tab by default so we dont lose our timer? Also it would be nice if there was a way to edit the ticket subject without having to go into the edit ticket page as this slows down the work flow. Would be nice if you could do this similar to how you can edit the waiting status or comment from the left side.
Departments in Desk
Hi - We are relatively new to Zoho. In Desk, we have multiple Departments (Depts.) with assigned Agents. Is there a permission or role that can be created or defined that will allow an Admin to view tickets, work with the Setups for varying Depts. without becoming an agent of that Dept.? Any suggestions? Assistance appreciated. Thanks.
Email team on ticket closure
I have the free version of Zoho Desk. Is it possible to send an email to the team of agents when a ticket is closed? I have set the customer to get an email but want one to the agents as well. Any help would be gratefull Colin
Questions Regarding Desk
Why is it so difficult to merge tickets that have different statuses? I have found a work around to do this by creating a custom view that includes open and on hold tickets but it's honestly a pain and doesnt work very well because you also cant display more than 20 tickets per page and they are sometimes on different pages. Why can we not show more than 20 tickets per page? Is this something that can be implemented? Why can we only merge three tickets at a time?
Configuring Deskbot notifications
Hello, We have recently integrated Zoho Desk with our Zoho Cliq and I want to know if it is possible to configure the times that Deskbot sends notifications to users daily. Currently Deskbot is writing to the #desk chat at ~2:45pm and ~11:50pm daily instead of the described "10am" and "7pm" that the integration link shows on this page: https://www.zoho.com/cliq/help/integrations/zoho-desk.html Clearly the timing is not quite right for our organization. Is there any way to configure this manually?
Need GST Invoice
Since 4th July 2019 I was asking zoho team to provide us GST invoice of our order. but till date Zoho Team are not able to provide. I never faced such kind of world class pathetic service from any service provider. I never recommend ZOHO as service provider. There is no such escalation matrix to escalate your concern
SLA
how to assign multiple SLA's of same department to the one account.
Api call don`t return all list of time entries. Response limit
I am trying to get list of all time entries by account, but api call return only first 10. How i can resolve this issue? As additional information, i am using trial account mayby limit is caused therefore.
Change in subject by replying on ticket.
Hi Team, we dont have any auto tagging of ticket. i want such a functionality when we reply on the ticket then system should tag the ticket with department name.
How to Setup a Scheduling module with time windows for a service fleet.
How can we Setup a Scheduling module with time windows for a service fleet, with agents and teams, and have the address for each job site synced with the CRM, and have it posted to the ticket, and have a time schedule module that will have all the info for who will be available in that time frame, and who will be in that area on the proposed schedule date, and /or team. and that shold also be synced with Zoho Calendar so the agent/user can see his/her schedule for that or any other day.
Webhook for Time Entry Add/Update/Delete
Hi, Is it possible, or on the road map for Time Entry events to be reported from the Webhooks functionality in the API? There doesn't appear to be anything in the Webhook documentation about Time Entries. We are trying to achieve a "live" copy of the ticket data for reporting/analysis with our other systems. We can get most of the information with the exception of Time Entries, however this is the most important part of information that we need for analysis. Thanks,
Printing Ticket
Can any help and show me how to print Ticket. Been waiting for more than a year, still no news from Zoho team. Thank so much. Michael.
Why it gives me bad request while I'm trying to create new ticket using postman
Currently I'm trying to create a new ticket, I set the subject, departmentId and contactId the required fields and it is still give me error: 400 Bad Request. I set the orgId and Auth. Key also, I can display Tickets, but I can't create new ticket. Thank you
Uploading Attach File to Zoho Desk Ticket
Hi Zoho, Now I'm trying to upload file to a specific ticket, but the code still missing some data, I can't get it: $path='uploads'; $filename='123.jpg'; $fullPath=$path."/".$filename; $fields = array( 'filename' => $filename, 'content' => curl_file_create ($fullPath) ); $curl = curl_init(); curl_setopt_array($curl, array( CURLOPT_URL => "https://desk.zoho.com/api/v1/tickets/{$ticketId}/attachments", CURLOPT_RETURNTRANSFER => true, CURLOPT_ENCODING
Any way to globally change the timezone for users/agents in the admin portal?
I see it's an option in certain Zoho products, but not in Zoho Desk. Maybe I am overlooking something somewhere though. Any ideas? We have almost all users set in PST instead of EST. Thanks
Sync bidirectionnal desk to crm doesn t work
Hi, i configure desk and crm connector from each side for sync account and contact but desk account and contact still empty. When i had it manually to test in Desk i don't have sync in crm. I don't have any problem message everything seems to be well configured. thanjs
Reply from Domain email but make customer reply to Zoho Desk Support email
Hi if we reply to a customer through Zoho Desk it uses our domain email. The problem is that if the customer replies back to that email, it will also email back our domain email instead of our support email at Zoho Desk. Is there any way for us to email customers from our domain email, but then, when they reply to the email, the reply to address would be our zoho support email address? I know that this is possible when we send notifications to customers for things like comments. But I need to know
Getting ticket attachments
Hello, How to download ticket attachment? I'm using List ticket attachments to get every attachment, and response "href" has URL that shows Internal Server Error https://desk.zoho.com/DeskAPIDocument#TicketAttachments#TicketAttachments_Listticketattachments Can you advise? Kind regards
Multi Domain Users all going to 1 Department, how to set to respective departments,
Hello all, We are new to zoho desk (paying customer), we have created multiple departments in desk with the scope that each domain has its own department, for example user@a.com emails issue should go to A Department, then user@b.com emails issue should go to B Department and so on... currently all users irrespective of thier domain go to our main department, kindly advise what needs to be done to create a rule like: if *anyone*@a.com move ticket to A Department if *anyone*@b.com move ticket to
How many users can I have for 10 Professional Zoho Desk Licenses?
Hello I bought 10 Zoho Desk Pro licenses and I want to know how many user can I have besides the 10 Agents I already configured?
How do I search for tickets that have not been responded to
Hi, How do I search for tickets that have not been responded to or when the last touch was customer's? Is there a way to easily visually determine from the standard views? Tried community but couldn't find a similar issue. Thanks
Deprecation of XML/JSON APIs in Zoho Desk mobile app
This is to inform you that Zoho Desk's old XML/JSON APIs have been deprecated and we have moved on to using REST APIs across the platform. The new APIs provide richer features and ensure better performance and reliability. The changes have been made on the Zoho Desk mobile app as well. Here is a link to the announcement we made about a year ago. What does this mean for Zoho Desk app users? If you have not updated the app to the latest version, you are likely to face issues with accessing tickets
Create Invoice from Contact Time Entries
Currently, it looks as if you can create an invoice for each ticket, or you can create an invoice from time entries associated with a particular contact. However, I would like to be able to create an invoice for an account, which includes all unbilled time from any tickets associated with the account. Sometimes I have many different tickets from many account contacts, and I would like to be able to bill them monthly on a single invoice, similar to how we can do it from the Contact "Time Entries"
KB Redirect
Evening Community I am facing a problem i have yet to resolve. When Visiting the Knowledgebase in the helpcentre it wal always redirect, how do i stop this Go To https://desk.zoho.eu/portal/mycompanyname/kb/ This will then redirect to https://desk.zoho.eu/portal/mycompanyname/kb/support/ Support being a department in Zoho
CNAME not being recognized
I added CNAME pointing to zoho as outlined in the instructions: and created sub domains. but not working here Created the following sub-domains pointing to: https://desk.zoho.com/portal/vanersitytech/ What Am I doing wrong?
Ticket Limits in Zoho Desk
Is there a limit to the number of tickets that can be created in a day or that can exist in an organization within Zoho Desk? Are there any ticket limits that I should be aware of? Thanks
Ticket Email Notifications - Timestamp Mismatch
Hi there, We have noticed that when we receive the "FirstName LastName has submitted a new ticket" email, the times intermittently don't match. For example, the timestamp on the email header is different than the time shown in the email body section "A new ticket has been submitted by <user> at MM/DD/YYYY HH:MM AM.". See below: In the example above, the time is different by 3 hours, but some users have a time difference of 1 hour. The computers they are submitting the tickets from are in US eastern
Can Zoho Support API retrieve data from my Custom Fields?
I have one custom field that I would like to read from the API but I don't know if/how I can do that. Any help?
Phone Brige not working(License check failed. Contact Zoho Support)
./../classes/:./../lib/HTTPClient.jar:./../lib/AdvWmsServerCommon.jar:./../lib/ZohoTeleAdapter.jar:./../lib/json.jar:./../lib/AdvWmsCommon.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar =============================================================================== . . REMOTE_HOME: ./.. . JAVA: /usr/bin/java . JAVA_OPTS: -Dadapter.home=./.. -Djava.util.logging.config.file=../conf/logging.properties . CLASSPATH: ./../classes/:./../lib/HTTPClient.jar:./../lib/AdvWmsServerCommon.jar:./../lib/ZohoTeleAdapter.jar:./../lib/json.jar:./../lib/AdvWmsCommon.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar
2 tickets with the same ticket id
We did realize this issue when we were trying to link a new ticket to another one. The target ticket number does appear on 2 separate tickets. Both of them are about the same issue. One was created by the customer through the help center and the one was created when an employee did forward it to helpdesk. Also Desk did not allow as to link to the target ticket at first. The system displayed the error message which was informed to you yesterday by Harry Brant on the "Linking Tickets" post. Later on
Zoho Desk slow
Zoho Desk used to run fine in Chrome for me (Windows 10). I had no problems. About 2 weeks ago, it slowed down noticeably. There is a significant delay when I type and then see what I typed. When I click a button, it can take a long time to respond (up to half a minute). Before, this used to be instant. I tried opening Desk in Edge but not much better there. My co-worker indicated she has no problem, so I wonder if there is a setting that was changed or something else I can check in my configuration.
Activity list view based on ticket status
We need a filter for the activity list which shows the activities based on ticket status. You normally display the ticket status on the activity layout and lists but we can't create a view which utilizes this field (Ticket Status). Please consider adding this field into the activity view filters. We require this field to be able to select the activities which are still open but belong to tickets which already have been closed. We want to close them in bulk.
Error message when browsing activity list
I'm getting the below error message when browsing the "My Open Activities" list. There is one task on my list which I can't open. I think that I'm getting this error message after trying to open it on the sidebar and then trying to change the page number of the list. When I try to open this task on a new page then the system doesn't warn me but tries to open the page without success.
Ticket reply notification being triggered when I reply
When I reply to a ticket via email I receive the ticket reply notification. How can I make it so that I only receive ticket reply notifications when the user replies, not me?
Ticket Data Discrepancy
We are currently evaluating the Zoho Desk to fit in to our workflows. We can see this is very much straight forward to fit the features of the Desk with the processes by little modifications. We were recently trying to update the contact details, such as Phone, Email and some custom fields we have added out of need to our requirements. So according to the basic flow if a user contacts through any source a contact and a ticket is created in the desk. So basically ticket is a shared part of contact
Prevent customers from setting ticket priority, due dates, and escalations
This is a new thing thats been happening and its been pretty frustrating. Recently we've been receiving new customer support tickets with customers preselecting their ticket priority, setting due dates (sometimes setting this up for immediate response, offten after hours, so we'll come in to new tickets showing up as late). Also, we have our internal processes for ticket response priority (answered in the order received so their preselections are irrelevant. Also, customers are setting their messages
How can I modify the email template for approving end user signups?
Hi, I need to modify the email template (attached) which is isued to Admins when a request for approving end user signups in the Help desk web is submitted. I don't know where I can find it. Thanks in advance. Sincerely,
Radar vs Desk - mobiles apps comparison
Hi. Could someone tell me whether there are any differences between those two apps in terms on features and functionality? I am aware that Radar is designed for managers and it has totally different UI but are any functionalities missing in Radar comparing to Desk app?
Notifications Not Appearing
Hi, The notification pane on the right side is blank and doesn't show comments, replies or ticket updates etc. How can we re enable the notifications please? Thanks, James
Only Show Notifications for Current User
In Zoho Desk, Notifications pop up any time any user does anything. For our support agents, we don't want them getting these distracting browser notifications all day long. How do we change Zoho Desk so that the browser notifications only display information for the specific logged in user, and not every notification about every user?
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