Remote Authentication
We are implementing remote authentication and have a couple of questions 1) How will this work for agents who are logging in? It seems as if when an agent logs in there are some issues. 2) When our portal users log in, the name is coming in a 'undfined'. Any idea? 3) Besides agent users and portal users, are there any other scenarios that may be impacted by remote authentication?
Customers by code Zoho Desk
In zoho desk, I need to know if there is any way to link the contact (clients) to some code. For example, tickets use (# 101), so I can search both the subject of the ticket and the code # 101. For if I were a customer who uses 5 accounts to use zoho desk, how would I know if they are no longer client. I need something like tickets to customers.
Zoho Desk Alerts - Excessive - How do I control them?
I'm getting tons of alerts from Zoho Corporation via Zoho's Help "Desk" account. To be specific... I am not referring to the alert's I'm receiving from YOUR account... not my own Desk account... which I am actively building out. Please point me in the right direction so that I may tame the amount of emails I'm receiving from your help center. Thank you very much. Jim
Zoho desk
Inbound email tickets are only pulling the subject line of the tickets but the body of the email is appearing blank
Zoho Desk Android App Notfications
I've had the android app for a while now and just never got around to fixing the issue with not receiving notifications. I'm currently using v 2.2.5 of the app. I have checked that push notificationsis selected and that inside notification settings that every category is selected but still no notifications. In browser on my desktop the only notifications I've every received are when someone replies to a ticket that had been closed or if they leave a rating. Any ideas on how I can fix it?
Domain Mapping on Zoho Desk locked
Please, I need to reset my domain on Zoho Desk. My domain mapping is not working.
Disable integration
Hello! I've an integration with Zoho Reports. In an effort to have the latest date, we deleted the database in Zoho Reports, so we can create it again. It seems like you can not re-create the database, nor delete or modify the integration from Desk. Can you please help us? Thanks! Diego
Contact search API sends 204 every time
Can you explain what's wrong with the following curl request? It always gives 204 response. I have tested the auth token is correct as I am using the same for other requests too. curl -X GET "https://desk.zoho.com/api/v1/contacts/search?limit=1&lastName=abhishek" -H "orgId:57774389" -H "Authorization:Zoho-oauthtoken 1000.*****80c41dab3d25f08591dc76*****.*****1551b58e20edb743c94944*****"
Thanks for putting us on the map.
The happier your customers are, the better your business grows. Today, Zoho Desk is awed by all the happy reviews that our customers have given us. We have truly grown by leaps and bounds, thanks to your feedback. Multiple software reviewing platforms agree with us. To name a few, Zoho Desk has received the "Editor's Choice Award" from PC Magazine under the "Best Help Desk Software, 2018" category. It has also sealed its spot under the "Leaders" category in G2Crowd's "Best help desk software of
Time Entry in Tickets doesen`t work
Hello, today we become an Update in our Zoho Desk. From now the time entry dialog is on the right side. It opens and we can enter Data, BUT on every PC Browser (we try on IE11, Firefox 61.01, Chrome 67.0.3396.99) the Submit button doesen`t work. The button do nothing! Please help, we need to add Timeentrys in our Tickets...
Error while creating ticket
Hello guys! I'm getting {"message":"An internal server error occurred while performing this operation."} when I try to create a ticket using the Zoho Desk API. Below is the CURL request, I've tried also using Python. curl -X POST https://desk.zoho.com/api/v1/tickets -H "orgId:663619474" -H "Authorization:Zoho-authtoken Here is the auth token" -d '{ "subCategory" : "Sub General", "productId" : "", "contactId" : "258715000000210041", "subject" : "Test", "customFields" : { "Empresa" : "CGMA" }, "departmentId"
Add Accounts Field to KB and limit KB access
As using multi-branding is somewhat hassle especially when you have many products that are unique per accounts since it will require different departments and support emails, It would be nice if 'Accounts' field will be added to KB and only customers under the account specified for that KB can access it. Here's a sample screenshot: https://snag.gy/PTXGsR.jpg
How to perform a specific search without using Advanced Search
Hi, Is there a way to perform a quick search on the search bar that would give specific result? Suppose I want to search for ticket number 22145. The way the system works is it will search all tickets with "22145" instance on any part of the ticket, so the one I'm looking for tends to be on the bottom of the results. I'm aware that I can create a criteria using the Advanced Search but that takes a lot of time, especially when we're doing ticket reviews and have to perform numerous searches. Is that
Import option missing
Hi, few weeks ago I did bulk import my contacts on the system (that is clearly visible in the import history), now I was looking to perform some other imports but the option is not there anymore (as you can see from the attached picture). Any idea ? Many thanks, Enrico
Automatically delete tickets
Hello! I have a workflow that it's allowing me to close tickets automatically if a few conditions are met, but I'll like to directly delete those tickets (send to trash) Any ideas how can I do that? Thanks! Diego
Cannot Delete/Remove Field from ticket layout
I have an extra 'Text' field that I cannot seem to remove. It's right after the description and sometimes my users write their description in that box. any ideas on how to remove it? I have attached a few screenshots
Remove spam filter
During testing of Zoho I've noticed that a lot of my test emails are going to Spam. To get ahead of this issue, can the spam filter be turned off for my company's account?
KB Field Customizations and Workflow
It would be nice if Zoho Team will add KB Field Customization and Workflow features for KB module.
Twitter icon on ticket?
Hello- super new to this. Just wondering why there was a Twitter icon next to the Ticket name (and when you hover over it it shows the checkbox). Please see photo. Also, how can I remove or change it? Thanks!
Mail forward to Zoho Help Desk not working
When I first setup my Zoho Help Desk mail forwarded from support@mycompany.com was creating the tickets in Zoho. For some reason, this has stopped and nothing is being created. I can add tickets manually. Can someone please let me know if this is a system issue or if I have something setup incorrectly. I checked the help topics to make sure I was following the correct procedures. Thank you.
Import passwords to Zoho Desk
Hello, We are implanting Zoho Desk in my company. Today we use another software to manage our Tickets, then our customers already have logins created to use it. We have a data base with the profiles and the passwords of them. I would like to know if there is some way to import this set of passwords to Zoho Desk. It would be important to prevent the rework for our customers to create new access passwords. Thank you in advance for your attention
Second Email for Another Domain on Free Account
Hi - I have a free account with one email address. I need to create another email for a different domain. Can I do that under my free account. If I can't, then I will erase my current email. How can I do that, or what is my best step to take on this issue? I cannot seem to find a solution to this. Thanks!
Agent rotation for tickets notifications and/or assignment
Dear support agents, We have a agent for after office hours and weekends to attend tickets in our old ticket system. This agent shifts each week. In order to migrate these bussines into Zoho, I would like to automate agents shifts, to notify only to 1 agent a ticket creation. But I can't find a way to do that. I did an approach creating a team for the assignment rule for new tickets, but with this solution I have to change the agent in the team on each week shift. Is there any way to automate teams
Export Bug
Hello, In my account I am unable to export tickets from 1 of the departments. This department has a mix of Email + Imported tickets. When we export, we are able to see the Email tickets. However, the tickets which were manually imported into the system are not being exported. Also, we are seeing some random Code in the excel. Kindly help in exporting. Regards.
Can an agent log in as a customer?
As per title. Is it possible for an agent to log in as a customer so that we can see what our customers will see?
Allowing Managers to view all tickets
Hello Is it possible to fit the following scenario: Ordinary Staff log tickets relating to their equipment, but only see their own tickets Managers can log and view their own tickets, as well as everyone elses? We've had some clients who want to monitor how much their staff use our helpdesk, and for what reasons.
Can't register new account with my e-mail
Hello, I'm trying to create a new account at https://www.zoho.com/desk/signup.html?plan=Free using my e-mail adress whose domain is [at]iselin.com.ar, located in Argentina, but I get the error "The email which you have entered belongs to a different deployment/region", as if I'm specifying my e-mail address or location wrong, but everything has been correctly typed in or selected. What can I do about this? Thanks in advance.
Zoho Desk no funciona bien en Safari
Zoho Desk no funciona bien en Safari, no soporta HTTTPS y no puedo acceder al portal. Pueden ayudarme!? Saludos
We want for zoho desk to set the field when zoho desk gets the mail which content contains Specific character string.
We want for zoho desk to set the field when zoho desk gets the mail which content contains Specific character string. when we want to check whether the contents of mail contains specific character or not, How do you write in custom function script?
Issue with Zoho Desk
Dear Team, We have taken Zoho Desk and facing below issues: How can we remove delete option from Agent? Mail is going from ARZoho which should be delivered from Accounts group ID How can we set Macro to auto close tickets? Not been able to pest snipping images Multiple images generated for same department (refer below snap shot):
help center customization option have vanished
I was able to add HTML and CSS , now there is no option anymore , the window is blank. I am previewing professional mode . what can cause this issue ?
One more step towards better data protection
Hello! With the enforcement of GDPR, all of Zoho has undergone a massive upgrade in security measures. In addition to the initial set of features, Zoho Desk has put out two new features towards the protection of data: delete and anonymize agents. When agents in your organization quit or move to a different business unit, you can delete their profiles after transferring the ownership of their open records. You can find the list of deleted agents in Zoho Desk's setup interface. You can also anonymize
Accidentally mapped the zohodesk domain to a wrong address need to
change it :(
We're facing an issue regarding a wrong branding/mapping of the Zohodesk Domain on our end as we used the name of the CEO for it and we need to change it if it's possible As of now all the mails and notifications are being sent from support@miguelcollado.zohodesk.com and we need them to be changed or sent using the following domain --> support@innovasoft.zohodesk.com Please we need your help in order to know if this is possible :( Thanks in Advance!
Updates to Department and Agent APIs Will Be in Full Effect Soon
In one of our previous posts, we had mentioned that the associatedAgentIds key will be deprecated from the response to the Get all departments API. We would like to inform you that this omission will be fully in effect from the upcoming hotfix. Here's a quick recap of the earlier announcement: The response to the Get all departments API will no longer contain the associatedAgentIds key. The response to the Get a department API will contain the key. The Get all departments and List all agents APIs
Purechat Integration
Adding an integration to add the Purchat widget to my support portal in Zoho Desk
Zoho Desk - The value passed for the 'contactid' parameter is invalid
I have retrieved the contact id from the /api/v1/contacts API, but when I use the value of the id when creating a ticket the I get the response {"message":"The value passed for the 'contactid' parameter is invalid."} This data is required and it is a Long. I am providing it, but am a loss as to in what way it is invalid. Any ideas?
Is it possible for email ticket replies to show up as sent email in Gmail?
We currently use a Gmail based workflow. If replies to tickets that came in via Gmail could show up as sent emails in the same Gmail thread, that would help our transition a great deal. Is that possible?
Unable to remove an agent with a closed account
I am trying to remove an agent in Desk to add another in its place. The agent question is only listed in the all agents tab and I am unable to do anything with it. How do I go about removing it?
New Ticket - Sort Product by Name
When I create a new ticket it currently shows products sorted by last created. How do I change that sort to sort by name? I know how to do it on the Product page, just not while in a new ticket creating it.
View all requests from all departments impossible
This really should have been a no brainer, but it would be ideal if I could see all tickets from all departments without having to switch between them all the time. I spoke to a rep in chat who advised me this isn't possible. I really hope it's a future implementation. Many thanks
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