Add contact opt-in check box in help center ticket creation form
Hello, Today, contact are added thanks to external authentication from our internal home made site. Thus they access the help center and their contact information are pushed to the CRM. We would like to add an opt-in check box at some point in the process so that we can send emailing campaigns to this new contacts in CRM. We thought that we could add this opt-in checkbox when contacts are creating ticket. But I only find options to add ticket custom fields, not contact custom fields, in the ticket
Time based Routing via Twillio Number
Hey guys, One of our issues with Zoho desk is the inability to route to external numbers depending on the time of day. Because our agents are not 24/7 on the desk, we will sometimes get calls after hours which will cause the customer to leave a message, which isn't ideal as some issues are urgent. We use a 3rd party answering service to ensure that after hours calls get routed to the on-call technician's mobile phone, and if they don't answer, we have at least someone taking down the information
How to query Zoho Desk Tickets within a specific range of ticket numbers or ticket ids?
Hi, We've been trying to return a list of tickets within a specific range, and the option of using <from=value1&limit=value2> seemed to help until we realized that by running the same query over and over again with the same filter values (value1 and value2), we ended up with different results (different ticket results). And this is because we're not filtering by ticket ids or ticket numbers specifically. There is a way to submit a GET request for one specific ticket at a time, and this is by adding
How can we sort query results?
Hi, We're submitting a GET request to return ticket numbers from Zoho Desk and were wondering how to sort the result sets? Say if we wanted to sort by ticketNumber asc? Or by ticketId,email,... Is there any way this can be done in cURL? Thanks for advising P
No products available in search box
Hi, I can't see all my product wich i have create when i click on the search icon. When i start typing the begin of the product name, they will be visible. Is there a way to show all products using the search icon? Thanks a lot.
Querying tickets with simple Maths
Hi, How can we find out what the minimum ticketId or maximum ticketNumber that we have in our ZohoDesk? Thanks, P
One ticket, two contacts.
Have two different contacts from the same client that have asked me the same question. How do I set add an additional contact to one of the ticket, so I can keep both of my customers updated with a single ticket instead of trying to wrangle two tickets for the same topic?
Zoho Desk API - Add inbound to thread
I am trying to integrate with the new OAuth Zoho Desk API, and having a problem. I would like to add to the "Thread" of an open ticket, for an inbound message, but don't see an option for this in the thread api. Use case: - Inbound message comes in (via Twilio SMS with custom webhook on our server) - Agent replies back by adding a comment to the ticket (Zoho webhook posts back to our server, and we send the message to Twilio to send SMS) - End user sends another reply <---- Problem. How do I add
Feedback Widget - Name and Email
Hello Zoho team, We are new to Zoho Desk and are using the feedback widget on your website for customers to register tickets. Is there any way we can preload the name and email fields without the customer inputting those? Cheers, Manish
Scheduled Task Integration
Does Desk offer a scheduler for appointments (onsite tasks, support visits)? Or is this a different product under the overall Zoho solution that can be integrated with Desk? Possible office 365 calendar integration?
Create Ticket from mail
Hi, how can I send incoming e-mails in my own e-mail inbox to an existing ticket? Until recently, you could change the subject. If you entered the following code there and forwarded the e-mail to your Zoho Support e-mail address, the e-mail was automatically assigned to the ticket. Subject: [##123456##] cndsjkflhsdjlfs Here the complete e-mail was automatically attached to the ticket 123456. I can't do that anymore. I now have to switch to the ticket system, search out the old ticker and link it
Filter zohodesk Accounts API based on created date
Hi, I am using ZOHO desk REST api for integration .But I am not getting any option to filter data based on datetime filter . Any reference on this requirment.
Linceses
Is there a minimum buy in on the number of licenses?
Classification and linking of attachments
We would like to be able to classify the attachments on tickets either by using customizable classification fields or by using tags. Also the attachments should refer to their original message thread via some kind of linking system and also vice versa (A link/reference on the original message thread linking to the related file on the attachments tab).
Push Notification When a Ticket Goes to a Certain Status
I would like a push notification anytime a ticket goes to a certain status, if I'm the owner or not. I'm the site admin and if a ticket goes into hold or stalled, I'd like to know. Really push notifications for any workflow would be better than emails.
Can't Transition BluePrint From On-Hold back to Open
In my blueprint I have a transition from an open status to an on hold one. I then have an automatic transition back to open when the customer responds. I would also like to have a manual transition back to the open status in case an agent decides we should be working on the ticket again even if the customer has not responded. I haven't been able to set this up because the blueprint won't let me add a second transition in the same direction as the auto transition. How can I make this work so the case
Need to restrict users from saving a contact to another Account
Hi, I know, I've asked several times before if a contact can be associated with multiple accounts and the answer has always been no. But now. I really, really, really need to restrict users from saving a contact to another account from the Ticket form. I've already removed their privileges to do so on the Contacts module, but still, the ticket form allows them and this is causing a huge mess. Please. If you can think of a way, please help me. A pop up window, an error upon saving, anything will do
Desk at Zoholics 2019
I have been thinking about attending Zoholics 2019 in Austin Texas. While it starts tomorrow, I'm close enough to attend at the last minute. Can you tell us if there is anything on the agenda specifically related to Desk?
Zoho Emails Going Into Junk
Hi, All of the notification emails such as new tickets, closing tickets, and remote sessions are going into the junk folders for both us and our customers. We have included zoho in our spf records to see if this resolves the issue but it doesn't seem to have made a difference.
Macros to add KB article for agents or create private comment on the ticket on what to do on ticket
As per subject, any way to use macros or workflow to add article or comments on a newly created tickets? Or is there any other functions i can use to archive my needs? Thank you in advance.
Problems with using Limit parameter
Hello, This is related to pointers that were shared in a previous question submitted to the community at the following link: https://help.zoho.com/portal/community/topic/desk-api-list-all-tickets. Found this very useful but it doesn't seem to work on my end. After trying the two examples above with parameters: <from=1&limit=99> and <from=100&limit=99> as well as other parameter values, the queries complete with the following error message every time: {"errorCode":"UNAUTHORIZED","message":"You are
We have a professional suscription and the software keep telling me I must pay more.
Dear support team, We are using the professional plan for 3 months. This week I was going to use the report feature that is included in this plan and a message appear and says I must upgrade it to use it. Can you explain what's going on? Thanks in advance
Auto time tracking when blueprint applied
Hi, it appears that auto time tracking is not possible when a ticket is subject to a blueprint. If one uses the blueprint to transition to the next state and auto time tracking is on (field update), no time is recorded. I want to auto track the time spent on a ticket and sum this up until the ticket is closed. Can someone advise how this could be possible or if enhancements will address this in future? Clinton
Sometimes ticket can't record on Zoho Desk
Hello, When we received questions from our customers by email, questions are recorded as ticket in zoho desk. But sometimes some questions haven't been recorded since the end of March. then when our customers resend email for request, the question was recorded. Why were occurred this situation? Would you please give us some advises for handling this situation? Best Regards, Etsuko Shirotani
Client Replies Not Being Logged In Thread
Hello, When a client responds to to a ticket response, it does not show in the thread, we do get a email notification but the client's response is not shown in the thread. Is there a setting that would need to be changed? Thanks! Dan
Optimize your web form with relevant metrics
Today, business owners recognize the importance of collecting customer feedback to enable better, more meaningful interactions. Web forms are the most common way to gather that feedback. But when you engage in digital conversations, sometimes, you don't see the whole picture and end up missing out on important context. The Form Analytics integration for Zoho Desk gives you the stats and analytics you need to engage your customers better. Powered by Zoho Pagesense, enabling this integration will
Zoho Desk Community Digest - March 2019
Top Product Announcements Collaborate with context, with Zoho Desk for Microsoft Teams. Sync your Products Module for better context All your activities, now under a single tab. Show your community the value of their involvement. Optimize your web form with relevant metrics Ask the Expert Sessions Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts 4: Agent Productivity Ask the Experts
Show your community the value of their involvement.
A simple way to engage your user community is to incentivize their participation. Points, levels, badges—though these might not be tangible, they make people feel noticed and appreciated. With Gamescope for Zoho Desk, you can set up these incentives for your user community. POINTS Points are awarded to users for performing actions such as posting a topic, voting, and replying. Each type of point can be enabled or disabled, and the value can be changed. Anyone who has permission to edit the Community
Extract new/updated time entries for a specific timeframe
Is there a way through reporting or through the API to pull all time entries modified or created during a specific date range across all tickets?
Multiple and manual ticket entry on a spreadsheet
We use desk mostly for interactions with our distributors. Sometimes they do tend to not interact with us for each particular helpdesk incident, spare parts requirement etc. They also have their own spare parts stocks and they tend to save up those particular incidents and then order a cumulative stock list of items also including a cumulative service report for each service they've provided. We do analyze the tickets on Zoho Analytics based on each particular helpdesk and spare part communication
How can we include the ticket link in a Cliq message?
When I try to send a message according to this article by typing "/ticket #5322" (The context aware Helpdesk, now in Cliq) then I'm getting a response which says that "only I can see the contents of the posted message". The deskbot is always sending us linkable ticket IDs as seen below. How can we create the same type of linked ticket IDs in a message on Cliq?
Amazon Connect - screen pop not working
Hi there, We've recently started testing Amazon Connect. Screen pop for inbound calls in Zoho CRM was working yesterday, but has now stopped working - why would this be? Confusingly, screen pop for inbound calls still works fine in Zoho Desk! Regards, Glenn
Can Zoho Desk receive and process webhooks with a custom function sent by another system?
I'm trying to figure out how to update the status on Desk Tickets based on a webhook sent by another system. is this possible?
Active timer
When Zoho Desk is being used by multiple people, all working off the same set of Tickets, once someone assigns the call to themselves I would like to see an active clock from the views screen. So we can easily see live how long someone is taking to work on a single ticket. instead of the time entry which only shows when someone is actually viewing the ticket. Perhaps it could be added next to when it says the due date. Makes it easier to track how much time is spent on individual tickets, instead
How to change Zoho Desk primary account holder
I am currently the primary account holder of an Zoho Desk plan. How can I move the ownership to another user?
Technician Accountability
We have several technicians. Some work faster than others. Some tickets take longer than others. We'd like to be able to see technician statistics for management purposes. Having to run yet another of 100 reports is just more work. Your radar app is interesting but even it has issues. This information should be available right in the Zoho desk application. It's great you have 40+ programs but getting quality integrations and features is suffering because there are too many teams working independently
Ask the Experts 5: Online Q&A on Zoho Desk Extensibility
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.
SLA with Support Contract Dates
Everywhere in the system when you use a date field, you can TYPE the date using mm/did/yy format or use the drop down calendar to select a date. However, in Zoho desk when you're setting the start/end date of a support contract you are required to use ONLY the calendar. We set our monthly subscription clients to use a date of 12/31/2050 as the support expiration (since there is no way to make it not expire until canceled). Because of this, I have to hit the >> button on the calendar 32 times to get
Default SLA
Every customer has a basic service requirement - the SLA and then over and above that is the support agreement. We have a couple of problems. 1. When a support agreement expires, Zoho Desk deletes the SLA from the client account. 2. Any client account without a manually attached SLA is getting higher priority in the call/ticket queue. We need to be able to assign a default SLA to all clients and it should not be deleted when a support agreement expires. Lastly, Our clients sometimes buy more than
ZIA features in Enterprise Evaluation
How come I do not see the ZIA features inside my portal?
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