Escalation Notifications via Slack Integration
Hi, Per my understanding of the settings in the Slack Integration, I am able to set it up to notify when an escalation trigger has been started, is that correct? I have done some testing and I can only seem to get it to send the escalation notification
Custom View in All Departments
Hell, I am unable to add a custom view when I am in All Departments. I am also unable to use Table View in All Departments. Is this something I should be able to do with my version? It seems silly to not have this available. Thanks!
Urgent Issue!!!!!!!! : "You are not authorized to access this resource."
Hi support team. Thanks for your api service. When I call the "Call Search API" of the zoho desk API In order to call this api, I added these "Desk.activities.calls.READ , Desk.activities.READ , Desk.calls.READ" into the scpe. Other apis works well. How
Not able to SEARCH CONTACT over DESK API
I am trying to use search contacts over the api, using the endpoint https://desk.zoho.com/api/v1/contacts/search is returned the error { "errorCode": "FORBIDDEN", "message": "You are not authorized to access this resource." } I tried to use AuthToken authentication and also the OAuth with the following SCOPES: Desk.search.READ , Desk.contacts.READ, both returned the error above, but only for the Search resource, any other resource is working fine, I can create Contacts, create Tickets, etc. any
Blueprint transitions are compatible with IM tickets
Hi everyone, We are excited to announce that Blueprint transitions are supported for instant messaging (IM-related tickets in Zoho Desk. This is designed to streamline the process for agents managing IM tickets, making it easier to engage with customers
Zoho Books and Zoho Desk Billing Time
Is there a way to integrate Zoho Books and Zoho Desk so when an agent logs time on a ticket, a client can be billed for the time. worked. Thanks, Cameron
Zoho license.
I have an issue with my Zoho license. I have the Standard plan, which states I can create up to 10 departments, but I'm only able to create one; it doesn’t allow me to create more. What can I do to resolve this?
Help Center Mixed Access Settings
Is there a way to give some Help Center End Users access to all of the tickets on the account (like managers), but other users access to only their own tickets? Thanks!
Zoho Desk Help Center User Personalization
Hello, I would like to customize my Zoho Desk Help Center portal so that users can see personalized information about their customer profile using widgets or extensions. For instance, I want to display the user's service plan status, products they've
Integration with Zabbix
I need to integrate Zoho Desk with Zabbix so that when an alert is received, Zabbix creates an automatic ticket. Additionally, the ticket should only disappear when the alert is considered resolved. Has anyone ever done something like this?
Block Duplicate Phone Numbers?
We provide more phone support than we do email support. As a result, we do not collect many email addresses. Desk prevents duplicate contacts by checking email only. We need to check for duplicate phone numbers also. A solution we found is the following
Can the Time Added Successfully notification be moved or disabled when saving Ticket Information in Zoho Desk?
Currently, the notification obscures other buttons such as the Comment and More Actions buttons. This notification eventually goes away but causes slowness in ticket creation due to this notification.
Zoho Desk integrates with Qntrl for effective task management
Hello everyone, We are happy to announce that you can now integrate your Zoho Desk account with Qntrl. This integration provides an effective way to manage tasks, collaborate, streamline processes, and deliver projects on time which helps to collaborate
Need clarification on Execute on Customer Reply in Workflows
We have implemented a workflow rule that will split responses to tickets closed older than 7 days to a new ticket but we are finding that in some situations this doesn't appear to be working properly. A customer will respond, it will go into the original
Workflow auto-assigns ticket without being asked to
To prevent ALL tickets from being replied to on create, we have disabled that notification, and replaced it with a workflow. The workflow criteria checks the sender, and then sends an auto-reply that the ticket was created. However, we have 2 huge issues
Nested picklist. Showing only top level in report
Hi, We have a ticket field that contains a nested list category field. I'm looking for a way to create a report that shows the number of tickets in that list. But I only want to display the top level category. With a sum of all underlaying nested chosen
No confirmation email after signing up for Help Center
We have set up a help center for our customers and want to enable them to sign up themselves. I tested this a while back and it worked fine. However, now there is no confirmation email being sent after signing up and getting to the following screen: However,
Auto CC feature - unclear behaviour
Hello, I have activated the setting: but what does it exactly? I was testing it: - created a new ticket manually - clicked on "Reply" --> No mail address was inserted into the cc-field:
Client credential approach with user based context
I'm planning to integrate the zoho desk apis for creating tickets for the logged in users on my web app and also want to show the list of tickets created by them in my web app. But I want to use only the client credentials approach and not the user based
ZohoDesk Private Departments
How do you determine the Portal link to send to End Users of a private department?
Stop email to customer after auto close
We have a time based action setup, where if the customer has not responded to our email within 14 days, then it auto closes - see below: Ticket was updated through a Time-based Action Rule NameInactive for 14 days tickets Assignment NameMove to closed
Problems accessing the ID of a Desk contact
I am doing an API integration and I am looking for a contact via email. That works for me and I save it in a variable called "getContact" I receive the JSON of the contact I searched for and I try to extract the ID of that contact. However, it gives me
Zoho Desk API: set timeEntry.invoiceId = "" (null) [remove connection between ticket timeentry and books invoice]
Hi all, I would like to link time entries with invoices in Books via API. In doing so, I made a wrong connection, unfortunately I can no longer remove the InvoiceId! Very bad. :( How can I remove the link? Please help me, many thanks in advance! Deluge:
Export Emails
I want to export all the emails from customers so I can study their messages and study our company’s past responses to them. How do I export the actual messages?
Treat Submit a Ticket Form's Description Field Like a Dynamic Search for Related Articles?
Does anyone know if this is possible? If someone skips the KB and goes straight to the Submit a Ticket form, we would like to include a widget on the side that displays a list of related articles based on the words being typed into the Description field.
Can I close a call "Silently" so it doesn't send a close email?
Hi ZohoDesk, Is there any way of closing a call silently so it doesn't send an email. Scenarios where this may be required. An Account Manager logs a call for a client which is a discussion internally. They want something to be actioned for the client.
Building Extensions #12: Creating widgets with the JS SDK bundle in Zoho Desk - Config Params
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. In our previous post, we used Event APIs, along with the Data API and Request API, to create an extension that
Is it possible to send a auto email when a ticket is created?
Is it possible to send a auto email when a ticket is created? containing their ticket number
Tickets - Required Fields
Hello! I am fairly new to Zoho Desk. We have a 7 required fields in our tickets and need them to be completed before a ticket can be closed. The fields are a series of dropdowns and text fields where it cannot be blank. I saw somewhere that a blueprint
Suggestion: Download all attachments on a ticket
We often get tickets with multiple attachments and it would be nice to be able to download them all at once instead of individually. For example, today we got a ticket with 32 picture attachments (task request to post a real estate listiing). Thanks, Scott
Maximum number of active workflows
Hi team, Is there any plan to increase the maximum number of active workflows in a module ? We have reached the maximum number quite quickly and have already condensed similar workflows into one rule but we would really benefit from being able to create
Reportes versión Free
Alguien sabe como configurar los reportes de Zoho en la versión Free? o solo funciona en las versiones pagas?
Billing issue
Morning, I know I am posting in the wrong support group for my issue, but the Analytic team does not seem to be answering my tickets. I have replied to ticket no. 104757202 and opened a new ticket, 106850637, and got no reply. I also sent an email to
Passing Session Variables from GC Widget Script
Hi team, I need your help for passing session variables from the script so the actual scenario i need to define some user-related fields like username, email and contact etc.. and pass this data dynamically from my website that display the GC widget,
Alert vs. Email Reply in Blueprint / Workflow
Good evening, I have spent most of the day trying to figure out the best way to achieve what I believe should be a fairly simple task. Our CRM system automatically generates a support ticket when a property compliance certificate is within 30 days of
Export Ticket information
Hello, Is there a way to download all the ticket data, including the subject, content, contact name, etc., into an Excel file? If so, could you guide me through the steps?
Admin Control Over Agent Preferences in Zoho Desk
Hi Zoho Team, I’d like to request a feature that provides administrators with control over agent preferences in Zoho Desk. As it stands, agents can freely adjust settings under Settings -> Personalization -> Preferences (such as Auto Suggestions, Time
Ticket customer to be created as CRM Leads
Hello, We noticed that when we create a tiocket or a ticket is created from salesIq Chat, the contact name use in the ticket create a contact inthe CRM. Our process is that it should create a Leads instead. There re no way I found to change this behaviour.
Is it possible to create a Zoho CRM lead from within Zoho Support?
Hi, my client has a group email address enquiries@domainname.com. They're thinking about linking that to Zoho Support. This would work well for customer service emails but I'm wondering how they would handle new sales enquiries. Is it possible to create
Zoho Desk Notifications Stopped
It appears that the notifications in the desktop web session have stopped showing up so I no longer get the red dot appearing over the icon to show a new one. The last notification listed is 30th August after that, nothing. Does anyone have any insights
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