Zoho Desk Domain Mapping Issue
Hi, The domain mapping is not working from step 2 (see screenshot). I've done everything correctly and double checked it. Please help.
The KB Editor is automatically applying spacing to paragraphs when an article is edited
This spacing is being added before the lines. The editor doesn't have any spacing editing feature. We already tried to "clear the formatting" and then apply a font size to the paragraphs but the result didn't change. The editor shows the text without any spacing but when the article is released then the spacing is applied to the final page. We aren't copying and pasting any text to the editor when editing them. The original texts are being pasted from other sources which don't have any rich text
Paste image changed?
Hi I noticed that pasting images to replies was changed lately, something about it seems off now I can't properly resize image, I have the options of "original, best, small, remove" and when I try to manually resize the image it goes BERSERK and does some weird ultra-shrink to images with every slight movement of the mouse. Does this sound at all familiar?
Input time from tickets into ZOHO BOOKS Projects
Hi We are IT company for SMB's. We deliver services and we sell contract with Hours. For example, a customer can buy us 20 H/year or 40Hours / years. We manage contracts as projects in zoho book. Then we create a project with 40 hours. Each time a engineer goes to the custormer for maintenance, he input time in the project in zoho to debit the project. But in our contracts time from ticket should be debitted to the contract to. For example, if this customer has an issue and a ticket is created,
Can you enable ZIA in mi Desk portal
Our trial is: https://desk.zoho.com/support/berninisoftware
Is it possible to tag Zoho Desk Ticket to Zoho CRM Account on the basis of custom field match instead of Account Name/Email???
I tried to update the Account name in the Zoho Desk ticket panel but it will not display the same ticket on that account in Zoho CRM.
How to activate Rewards / Points features in Zoho Desk
I see in your platform Rewards / Points features activated. I want this feature for our Zoho Desk community portal. Could you connect with someone who is responsible for this?
Format Text
Hi All , I need all the responses for tickets to be going out to the client on Verdana with Size 8 and left aligned by default for all the agents. How could I achieve this please . Thanks in advance !
Email forwarding
Hi guys, i want to forward my mails to Zoho Desk but they never show in the help center. I contacted my mail-server company an they tell me in their logs they can see, that mails from their server was sent. But they never show up in Zoho Desk. Everything i did was according to the manuals of Zoho Desk. Any ideas?
There is no way to edit the user information in the help center
I've tried to edit the names of some active users on the help center but I couldn't find a way to perform this task. The "users" section of the help center has editing capabilities for user accounts but it does directly link to the contact record on the contacts module when you press on the user name in the help center user editing screen. Editing the contact name on the contact module doesn't affect anything for the user record of the help center user record.
The force is strong with this integration.
You read that title right. You can now integrate Zoho Desk with Salesforce, and pull in a whole lot of customer context to boost your customer service efforts. This helps bring your sales and customer support teams closer together, without having to wait around for updates, or even switch applications! The integration, authenticated with OAuth, allows for one-way or two-way sync of customer data. Customer information gets pulled in from Salesforce, and can be updated either in bulk or periodically
Have Comments add the title of the transition
When we use 'Comments' in the blueprint, and someone enters a comment into it while working on a ticket, only the information in the comment is added to the ticket. So, if the transition title is something like, "how many widgets do they have" and they answer 4, only the number 4 shows up instead of "4 widgets" or the title of the transition along with the comment answer. Is there a way to have either the transition title, or a template added to the comments section, so the ticket has more information?
Blueprint Update Thread
I'm asking what I think is a stupid question, so bear with me. We're working with blueprints and our desire is to have a system in which, as we transition through the blueprint, it adds canned messages to the thread. For example, we would want the ticket owner to add a number in the response field of the blueprint. Then when the transition takes place, it posts a template message to the thread using that number as a wildcard so that the message is slightly different each time the blueprint is
The Contacts and Accounts modules don't display the record counts on the starred views
When you switch to the starred views on the tickets module then you can also see the count of tickets in each of the starred views whereas the contacts and accounts modules don't have this feature. I think that this is a bug because the feature to display the count of records on starred views seems to be in place on the ticket module.
Merging by default
Hello Zoho Community, I’d like to consolidate the tickets by merging them – it appears that when one person on the account team creates a ticket but another follows up, a new ticket will be created. Could we merge them by default? Merging them manually is taking a lot of time. Thanks!
Zoho Desk - Client Experience Application
Hi, I have noticed that client has to open client portal on web browser to reply or see open,closed,etc tickets. or even if he wants to chat. Why don't you people develop app like Desk Director so that your customers can give awesome experience their customers? Thank you, Jagjeet
API v2 oauth Response Time Zoho Desk
Hello, i am using oauth v2 api with a create,update - contact, tickets and comments. so, ZohoDesk issue is : i call this api in loop (Multiple Time). so it takes a many time for giving response. if i have insert a 12-15 records then it takes a approx 10 to 15 minutes. so any solution are available. Thanks, Ankit Vyas
Community Moderator Labels
Hi There, I'd like to see a feature where I can add a label or badge to an end user profile so it shows that they are a "Community Moderator". In the coming months, I am expecting a lot of forums activity on my support center and I would like to see this added or considered for the future.
Forwarding notification to external mail
Hi I have a problem I would like to receive notifications about the new ticket and the reply to the ticket, to the gmail mail I would also like this ticket to be sent to gmail mail Is it possible?
Span Tickets
Hi I would like to disable the anti-span in my Zoho Desk. What I need to do ?
Creating a report
Hi, I need help creating a custom report in Zoho desk. If you could guide me I would really appreciate it because I just don't understand how to create the report with the tools provided. If I click on reports, I can easily download an overview report and change the date range. I would like to take that same overview report and add/remove a few columns if possible so It looks like this : However I just can't figure it out. We do customer service and handle mailbox for over 20 clients. Ever since
Remove "Product Name" from new ticket form.
When a client submits a ticket in our portal (desk.zoho.com/portal/newurbanmedia), they are asked for a “Product Name”. Since we don’t really have “Products”, I don’t want this question to appear because it confuses our customers. How can I disable this question on the form?
Timestamp for Chats in Zoho Desk
I am trying to assess the volume of chats we receive and at what times through the chat feature in Zoho Desk. Unfortunately I cannot seem to get a report that pulls the accurate time that the chat occurred/ was submitted. I was trying to get the information through the "ticket created" times, and due to the variation in the time delay between the time that the chat can be concluded and when it gets converted into a ticket, it was not possible to accurately know the time that the chat actually occurred.
Source code of Twilio Extension or Call Pop API
Hello, Is it possible to build an custom extension similar to the Zoho Twilio extension? If so where's the API for the screenpops? Even better could you make the source code available for the Twilio extension so we could then customize it for our use case? Thanks!
Blank page shows for Help Centre Customisation
I’m getting a blank page for Help Centre Custmization ie the builder won’t load. Anyone else having this issue or know how to fix it?
No option to close ticket when status, countdown or priority mode
The close option should be added to the columned view mode. Just like in the compact or classic mode.
Invoicing tracked time or exporting it in csv
Greetings, I'm evaluating zoho desk and I would like to use it to track my agents work time on tickets. The software seems nice, however I can't find a way to invoice the time I tracked nor I'm able to export it in csv because the exported file doesn't contain a time or a cost field. i saw other threads in this forum and I noticed I'm missing the invoicing button in the customer card (screenshot attached). Regarding the export feature I tried to export all tickets but the time tracking infos are
Allowing users to comment or post to the community without an end user account
Does Zoho Desk plan to offer a feature to allow users to post or comment just by using their email address without having to login or hold a end user account?
Unable to Get Onboarding Manager To Respond
Hello, I'm sorry to have to write in the forums for assistance, but our Zoho Desk on-boarding contact has stopped responding to emails entirely. I've consistently had gaps of a few days in communications with him but it's now been a week (and two prodding follow-up emails from me) since he promised to get back to me with an update. He was working with a data migration team to import CSV data we'd supplied from our Salesforce account into Zoho Desk (because we needed our ticket comments imported,
Add/edit CRM notes via Desk
Is there a way to add notes directly to CRM from ZOHO desk without needing to open CRM? Our agents can see the notes left with a customer profile via ZOHO desk but there is no way to add them without launching CRM. I would like to be able to add them directly from ZOHO. Any assistance here would be appreciated.
The system default "Fallback to default" setting of the "On Hold" status does mess with the Blueprint reports
You did recently enable the beta version of the newly designed "On Hold" status for our account. We also do utilize the Blueprints. The blueprint reports include a dashboard called "Blueprint Dashboard" which has a subreport called "Transition Occurence". This report is being populated with the unnecessary triggerings of our tickets in "On Hold" status because the customers do respond to their tickets when they are in this status and the tickets automatically fall back to "Open" status. Then we need
Zoho Desk Community Digest - January 2019
Top Product Announcements Do more with live chat, thanks to SalesIQ. Let your apps converse with each other, seamlessly. The new and improved Reply Editor, tailored to your requirements. Customizable Table View for Tickets SLA Metrics Dashboard Setting up Zoho Desk for Office 365 Integration Other Product Enhancements Round robin assignment for offline agents As an update to our recent Slack Integration, you can now : Send messages to private channels Deliver automated notifications via direct
How to enforce two factor authentication for all users
Hi Team Is there anyway to enforce the use of 2FA for all agents logging into Zoho Desk. I am aware that each user is able to do this themselves but I want to make it mandatory for all agents so that I can ensure it has been done and is not disabled by anyone. Thanks Sam
To embed zoho support with my website
hi, I am looking to embed zoho support with our website. is it possible to integrate zoho support by using a link in our website?
Getting error "unable to process your request" when creating a new SLA
I made 6 SLAs last week that went smoothly and now I'm trying to create another but I am getting the error message mentioned above. Is there something going on? Am I making an error?
(1) Is there a scope for multiple permissions, (2) persistent access.
Hi, We have an AI that handles a lot of our customer support for us. I would like to grant the AI access to our Desk tickets,etc. so it can do its work. 1. I want to give it broad scope. When I go through oauth using multiple scopes separated by commas, it throws an error. Is there a way to grant more scopes? 2. Is there a way to use api keys to access Desk via restful api without going through oauth2 and constant refreshes?
do zoho desk has webhook function? how can i access it??
I did some research and the only article I found useful about how to set up webhook is below. https://www.zoho.com/crm/help/automation/webhooks.html#Set_Up_Webhooks according to it, webhook should be under Setup > Automation > Actions > Webhooks. however, I don't have the webhook option even though i'm using an Support Administrator account. Anyone knows how to setup webhook in zoho desk? Any help would be so appreciated! Thanks!
Signature during the creation of the ticket
Hi Zoho support, Good Day. Referring to the title below, is that possible to include the signature & Snippet during the creation of the ticket. Is very troublesome for us to keep on copying the signature all over again. Thank you. Best Regards, Tsang
Exception with real clients
Is there any way to enable an exception for real clients so they do not fall into the spam trap? what options do I have so this does not happen and so avoid doing it manually? Thanks.
What determines if comments are open or closed in a given topic?
I'm just learning desk, so this may be a dumb question. I have 4 departments, each has a 2-4 forums I've created a post or two in several forums. Some of the topics I've posted have a space for replies beneath them and others don't. I can't find where to select to have replies turned on and I can't tell what's different about each context. So - how do I make replies possible or not possible for community users?
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