Suspending end users (Like Zendesk)
Hey Desk Team, Providing some feedback for you to Improve Desk's "Deactivate User" feature for end users As a Zendesk customer from many moons ago, I loved a feature that they have which is similar to what you have as "Deactivating a user", Zendesk has "Suspend User". With their feature, Once you suspend a end user, Their login access is disabled (what is available now in desk), plus support requests cannot be created and are marked as suspended or spam tickets. They also cannot attempt to create
Agent Names Displayed in Email Replies
Hi There, Instead of having it say from "Jacob's Sales & Tech Store" Is there a way to get it to say the agents name? We've added a screen shot for your reference. Our customers have filed numerous complaints with us that they are confused on which agent is responding. One of the presales members from Zoho provided one of my staff with an HTML reply template, we like this one but it doesn't solve the issue. Could you possible add this feature if it can be added to all plans so all users can have
Show all tickets in the Help Center
Is it possible to show all of the tickets from a department within the Help Center instead of just the tickets that have been raised by the customer? For example we forward tickets to Zoho Desk from another piece of software, can these also be shown in the help center?
Connecting to a third party database
Hi everyone, I've been testing Zoho Desk for a few days and am quite satisfied with it so far. Question: 1What do I do to connect ZD with third party database. It is our custom database where we keep the track of the clients' projects and payments. I need ZD to connect to our database, fetch current user's record (identifiable by user's email address) and show some of the variables on particular places (say custom account fields). I need this in both agents/admin portal and in customer's portal ("Help
Default Department when adding Ticket
I am configuring a new Help Desk and only need two different types of Tickets with entirely different sets of fields. I also need more than a two level hierarchy in both Community Forums and Knowledge Base. While the KB can handle more, the Forum's cannot. The only way I could manage this was using more than two departments. The problem is that the the Add Ticket widget requires the selection of Department and the list not only includes several that won't have tickets but they are ordered alphabetically.
Can't initiate ticket to customer
I would like to confirm that we can't initiate a ticket to customers? In other ticketing systems I used such as Freshdesk, when someone switched from sales to being a client I was able to use the ticketing system to send a solution and intro documentation to the client and from there they could continue to ask questions (tickets). It doesn't make any sense that tickets can't be initiated and sent to clients in Zoho. If this is not a feature please add it ASAP as an option for those of us who would
Get Ticket Owner (assignee) information from ticket payload
Hi Zoho Support, I have a doubt, Do you plan to add "assignee" information like "contact" info in the ticket payload for ticket update events? This info about Ticket Owner would be so helpful as contact info. "assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "",
"id" : "1892000000056007",
"email" : "jack@asdad.com"
}, https://desk.zoho.com/support/WebhookDocument.do#EventsSupported#TicketUpdateEvent Regards, JCN
Webhook Delete and Merge Not Working
I understand that Zoho has moved to a 'Ticket_Update' event for standard ticket deletions and we have been able to change our processes to handle those events. However when a ticket is merged I have been informed that I should receive a 'Ticket_Delete' event for that ticket, but my cache of the hooks I have received shows absolutely no Ticket_Delete events. Even if I permanently delete a ticket from the recycle bin manually I am not seeing any Ticket_Delete hooks come through. My hook subscription
Desk API idea to include last modification time to contact
Hi, I would like to propose adding last modification time property to contact resource. It would allow to use additional ways than webhooks to fetch contact updates. Do you find possible to implement this in future API revisions? Best, Lukas
Is there a way to avoid having tickets with future due dates show up in backlogs?
We often set tickets to have future due dates to perform an action for a customer at some point in the future. Perhaps we should be using tasks instead??? In any case, all these future tickets make our Backlog dashboard high. Is there a way to deal with this?
Merge posts
Hi, Is it possible to merge posts users have added in the community? Regards, Helen
Web For Popup from Existing Footer Link on Website?
Is there a way to create it where if someone clicks on the Contact Us link on the footer of my website, it will open the popup to the Feedback widget or web form that I can create in the Zoho Desk backend? I know Uservoice has this functionality but just wondering if possible here.
Send Email feature (like Freshdesk)
(I don't believe there's a way Zoho desk can do this function at the moment. If that's the case, I'm suggesting this as a feature. If there is a way, please enlighten me!) Very happy with our switch from Freshdesk to Zoho desk!! At this time, there's only one feature we used in Freshdesk that we wished we had in Zoho desk... The ability to "send an email". See this page for details. In Freshdesk, we had the ability to send an email which would create a ticket WITHOUT the new ticket notification.
Downgrade Free Trial
Hi, I would like to have my zoho desk downgraded to the free version before the trial ends as to better compare the feature set and options available between the two.
Old APIs Fully Deprecated
As we had announced earlier here, our old APIs have now been fully deprecated. We hope that you have switched to our REST APIs to ensure smooth functioning of your tools and processes. Please keep in mind that the old APIs will not be supported, going forward. What this means is that we will not provide any enhancements, issue fixes, or customer support related to these APIs. The sunset date for the old APIs is August 17, 2019. Therefore, it is imperative that you switch to the REST APIs if you
Looking for a Last Month filter
Hi, I need to know how many of a certain type of email we have sent last month. If I search for the email by title I get all the emails but in the filters on the left, there's no ''Last month'' as you can see below. I tried doing an advance search but that didn't help. If I could make a search and set the start and end date it would help but I can't. Do you have any suggestions? Thank you
Zoho Desk Community Digest - February 2019
Top Product Announcements The force is strong with this integration Defining Business Hours and Holidays Integrating Zoho Desk with Zoho CRM Ticket Status Dashboard Other Product Enhancements Date picker in Reports Tags in Automation Criteria Product Link in Ticket Detail View Option to search by Product in the global search bar. New Extensions in Marketplace Asana Trello Mailchimp (Paid) Survey Gizmo (Paid) Webpower (Paid) All extensions are available in our Marketplace here. News & Updates
Automatic Closure of Tickets
In our support flow, we use the method to not close a ticket ourselves, the customer needs te do this. When we handled a ticket, then we 'offer' the status Solved to the customer and the customer needs to Close the ticket (via portal) when they accept the solution which solved the ticket. The thing is that a part of our customers use this method and a part doesn't. So what we want to implement now, is a automatic rule in ZoHo that will Close the ticket after 2 weeks of idle time after 'offering'
Extension developers
Hi I am brand new to Zoho, about 4 days, and the plan is to build an extension to Zoho to integrate into our companies platform and extend Zoho to our customer's specific use case. Are there any sample extensions we can look at. The area where we lack understanding (at the moment!) are 1: creating the HTML, for example how do we use the Zoho stylesheets etc in our HTML code? 2: best practice for hooking up front end events to custom javascript code 3: can we / should we use angular as a framework
Custom Views in Desk
Hi, I've set a custom view to show only Open, Escalated and On Hold tickets yet this results in no tickets being shown in the custom view... So this is pretty simple right? What am I missing? I'm just creating a view so I don't have to keep constantly using filters to see what I need to work on/follow up on.
Communicating with other ticketing systems via Zoho Desk
I'm wondering if anyone else has had this issue and what they've done to resolve it. Many of our clients are IT service providers who use ticketing systems of their own. Often, we email their ticketing systems from our Zoho Desk instance and have noticed that other ticketing systems will often strip the [##<ticketID>##] field from our subject line and then their ticketing system auto responds saying they've opened a ticket for us on their side. Any further communications to and from them don't get
Why you do not send new ticket / ticket closure notifications?
Hello guys, You have such a functionality to send user notifications on reception or closure of tickets. However you yourself in your own support are not using it. You just reply without any standard notifications. May I ask you to ask your managers why? Do you thing it is a best practice or you miss some functionnlity that doesn't allow you to use it properly? Thanks in advance. Andrey
Have someone find a solution for bilingual support?
Hi, we have to serve clients in English and some in Fresh. Did someone have found a solution to be able to separate support with 2 languages? I've been told to used multi-Brand but I'd like to know if someone is using it?
How to add and verify my subdomain property (Knowledge base linked in zoho desk) in my Google Search Console?
I have a support page in zoho desk - https://support.pickcel.com I linked Google Analytics account for this subdomain. But I'm unable to verify the subdomain with google analytics in my Google Search console. How to verify the property in Google search console?
Migrate to the new live chat, powered by Zoho SalesIQ
A few weeks ago, we released a more flexible and customizable live chat solution, powered by SalesIQ. With this update, you can now get the best of live chat and insights right within your help desk. The SalesIQ integration runs both ways and lets users access chat tickets on either of the two interfaces. You can read more about this integration here. We're always improving our solutions, and we encourage you to make the switch to the new live chat today. If you are currently using the live chat
Problem with the margin in the templates
Hi all, I have a problem with the margins in the templates, when I copy and paste some information from the Word the information is cut and run to the left ... is there any solution for this or trick ?. Please help me... Many Thanks! WORD: Zoho DESK:
Changement de mail pour un agent
Bonjour Je suis administrateur Zoho et je voudrais modifier l'adresse mail d'un agent actif et c'est impossible !! Comment faire ?? Cordialement
Add fields in help center - Submit a Ticket
Hello There is a way to edit this tab "Submit a Ticket" located in the "Help center", I need to add 2 more fields "telephone and category". Please help me..
Generation and sending reports automatically
Hi Guys! :) ¿Is there any way for zoho desk to generate reports automatically and then send it to an specific email? Like any new user, I generate them manually, I would like to automate it. Please S.O.S.
Ask the Experts 4: A 5 hour online Q&A on agent productivity
Welcome to Ask the expert 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.
We're discussing agent productivity, join us!
Our next ATE session is back and the topic of discussion is Agent Productivity. Head to our Community Learning Series to view the features in discussion and drop in your questions. Our experts will be live in a few hours to field all your questions! Take me there >>
Departments Count have exceeded your plan
Users are getting this error in Zoho Desk when attempting to enable Departments. Cannot find anywhere where we can see our Departments limitation, or how to increase the departments limitation (only user licenses).
Chat - Canned Messages
Is there a code we can use in our canned messages to pull the customers name they provided when the customer initiates a chat through the live chat within Zoho desk. Almost like when you are creating a email notification template, you can use "${Cases.Contact Name}" and it will auto fill it with the contact name that was imputed on the chat menu. I want to do this for our canned responses. I do not want our agents to "accidentally" forgetting to input the customers name when using a canned response.
Integrate Desk with other Zoho Products
I already have Zoho invoice and Zoho Assist. I am trying a free trial of Zoho Desk but none of my customers show up, my company logo, nothing transfers over. Is there no way to get the data located in Zoho invoice over to Desk? Also, I would like my customers to be able to log into their Zoho Invoice Portal and create tickets for Zoho Desk. Is this possible?
Problem when marking a contact as an End User for the portal
I've created a contact view which filters the non-portal users. When I try to select one of the records on this list and try to add them as an End User then I do receive a warning message stating that this user has already been added as an End User to the portal. I don't have the option to disactivate this user as an End User but only the option to add them as an End User.
Desk Live Chat Available in App
Hello everyone, We are considering upgrading to the Enterprise edition of Desk. One thing that I cannot seem to find an answer to is whether if we add live chat functionality to our web site, is if we are away from the office, will we be notified of live chats in the Desk iOS app? We currently have some other software which we use for live chatting to our customers and it comes with an iOS app so I am hoping we can make an easy switch over and keep the same functionality. Many thanks James
Installing SSL Certificate
Hello, I have an SSL for my domain, ckline.net. I'd like to have ZoHo import this SLL for my mapped domain? Or do I need to purchase another SSL from zoho for https://support.ckline.net ?
Add Multiple Fields to an Account
In Zoho Desk -- Accounts dont have a lot of fields. I want to add a field/Menu Item (dont really know) - much like the "Comments" menu in the Account. Have the ability to add more and more information while keeping track of the history. How can I achieved this? Thanks
Custom Voip SIP provider
Hi, I've seen that is possibile to integrate phone in zoho desk, I see I can attach it to some standard providers and to asterisk. It's possible to configure a custom ip voip trunk of another provider, I've URI, domain and user/password. It could be great for me
disable customer portal
hello how can I disable the customer portal ? I only want to allow opening of tickets via emails and don't want a support portal to be visible or accessible. Just as a org, we don't want to have a customer portal - if so - how can I disable the portal and in a future date / re-enable it ? thanks
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