Customer Feedback receive via API
Hello Support Team, We are looking for the customer in our site to rate the support agents after ticket closure in our platform instead of mail. Is there any API that will help me to post the link with the message of the Customer Feedback Screen where
Desk API Downtime
Ever since I started using the Desk API I have seen extremely frequent downtime. Every 15-60 minutes we receive a response from a Desk API call of: Zoho - Temporarily Unavailable Our service is temporarily unavailable. We are currently working to restore it. Why is the API so unreliable? What can we do to fix the stability of the API?
Clickable url in Zoho Desk ticket
Hi, I've the following code: mp.put("subject","Controleer het nummer van " + bedrijf + ""); mp.put("channel","Automatisch gegenereerd"); mp.put("description","Zie https://crm.zoho.eu/crm/org2XXXXXXX/tab/CuXXXXXXX/"+ Id + " voor afhandeling van dit ticket");
Zoho Desk Keyboard shortcuts - Send the message im typing
Hello Community! I was going through the keyboard shortcuts and found many wonderful options. However, the specific shortcut I was looking for wasn't listed. It would be convenient if there was a keyboard shortcut to send the message I am typing without
Ensure safe file attachment and sharing with Attachment Control in Zoho Desk
Hello everyone, The Attachment Control feature in Zoho Desk is designed to help you better manage and secure the files attached to support tickets. Why Attachment Control Matters? Imagine you’re handling a support ticket where a customer has uploaded
Zoho Desk deletes Description thread on owner change
We have been experiencing some issues for a few months with our tickets. Our emails are directly linked with zoho desk email to create ticket on email reception. Tickets are populated automatically. Randomly, when we make changes to the ticket, and change
Dashboard "Set as Default"
Because your reporting lacks the ability to display based on who the logged in user is and your views have very limited ability to pull based on dates, I have to build reports and dashboards for each user. It would be nice if they could set their own
Zoho Desk Customer Account Hierarchy
So we are trying to get this customer to switch over to Zoho Desk. During the demo they came in with a question after and I was not able to find the solution. So in Zoho CRM you have a concept of Account Hierarchy where let's say office 2 reports to office
Zoho Desk help center link Contact module
When using the Help Center, is it possible to have users fill in their country and company during registration and link this information to the basic fields in the Contact module?
Customer Agent can see all company tickets
Hi together, we have a lot of customers with an onsite contact who needs to see ALL tickets from his company. Lets call him "First-level Agent onsite" It would be great to have an option to say "Okey, John Smith can see all Tickets from "Company XY" in
Alert agents when tickets need attention (e.g. older than X days and still "open")
Is there a way to have the ticket owner be notified when one of their tickets is more than X days old and e.g. is still in an open status (i.e. not "waiting on customer" or "on hold"? In other words, to alert them when an old ticket needs their attention?
Move tickets to a specific layout within a department using macros
Hi everyone, In customer support and service management, efficiently handling tickets and ensuring they reach the appropriate team for resolution is crucial. To improve our ticket management process, we’re introducing the "Move Department" action within
Provide ticket access to different roles that are not ordered hierarchically
Hi, we have a usecase, where we use the ticket system with a bunch of agencies. Those agencies shall have access to tickets assigned to them but sometimes it can also happen, that they need to work together with other "departments" and as we do not want
Department-Specific Enablement for Zia Generative AI In Zoho Desk
Hello, I would like to request a feature enhancement for Zoho Desk regarding the use of Zia Generative AI integrated with ChatGPT. Current Issue: Currently, when enabling Zia Generative AI, the setup applies universally across all departments. There is
Allow us to have multiple transitions between statuses
Some of our implementations would greatly benefit in a simpler Blueprint setup when Zoho allows us to have multiple transitions (buttons) to come from-and-to statuses. Right now, it's only one-to-one: Status A -> Transition "Go to B" -> Status B We would
Not defined line number
"Failed to update function Variable 'ticketID' is not defined Line Number : 3" Above shows when I enter below. Can you help me with this? deskDomain = "https://desk.zoho.com"; //Replace your zoho desk URL accordingly jsonString = {"ticketIds":{ticketID}};
How to set a custom field (Pick List and Multi-Select) through Desk API?
Hi, I'm following Zoho Desk API's documentation and I couldn't figure out how I can set my custom fields to the proper Pick List or Multi-Select option. Now I found out that these fields can be set as their plan text values (obviously using the "cf" key,
Winning Minds: ZylkerShop's Journey to a Branded Help Center
Hello Everyone! Welcome to the journey with ZylkerShop on customizing the Help Center for business. ZylkerShop customized its Help Center to give customers an intuitive experience. ZylkerShop wanted to personalize its Help Center to incorporate branding.
Importing Data in Zoho Desk: Improved UI and added functionality
This feature is being released in a phased manner and will be available only to those who request it. Use this registration link to provide your information and request early access. We will enable the feature for your Desk account. Hello everyone, We
Zoho Desk Schedules
I like the schedules function and use it frequently, but why can we only have 10 schedules? I already have 10 schedules set up but want to add more. How do I do this?
Unable to Create Duplicate Help Center Content
There is a severe flaw in design for multi-branding and the help centers .So far work-rounds are not possible by this flawed design. It has been covered here before that in multi-branding mode you cannot share articles between two different help centers.
We have finally configured Whatsapp
I have a question: we have two departments. Is there a way to configure the same WhatsApp number for both departments? Thanks Rudy
Send & Update Status - Zoho Desk app update (Android and iOS)
Introducing the 'Send & Update Status' option within the compose screen of the Zoho Desk mobile app. This option allows you to send a preliminary response to the customer and simultaneously update the ticket status. Android: iOS: We have integrated layout
Summary field is truncated in thread returned from API
I am using the API to get all the threads of a ticket. I retrieve the ticket, then I list the threads and then I get each thread. The issue that I am having is that the 'summary' field of the retrieved threads is being truncated - POST https://desk.zoho.com/api/v1/tickets/230399000060471954/threads/230399000060492062
Can I embed Zoho Desk in an iframe
Hi there! Is there a way to embed our Zoho Desk portal into an iframe? Thanks
Keeping track of possible changes
Hello, What's the best way to keep track of any changes to the Zoho Desk API? I.e. if an endpoint changes or requires a different payload etc etc.
Read-Only fields are not showing for end user
Hello, I am trying to add a read-only field to my web form, but it's not showing up when user is submitting a ticket. When I change the field to be editable, it does show up though. I was wondering if there's anything additional I need to do to make a
Jira - Zoho Desk Integration: Allow for Flexible User Attribution
Dear Zoho Desk Support Team, We are writing to request an enhancement to the Jira integration within Zoho Desk. Currently, comments added to Zoho Desk tickets from Jira are automatically attributed to the user who created the integration. This can be
Zoho Desk Report all including additional columns
Good afternoon, As of this morning, all of our Reports have additional columns, which have broken a lot of out reports that are extracted from Zoho. These columns include titles like: Tickets support.report.export.reference.id This only shows when you
Zoho Desk app update (iOS and Android) - Read Receipts
Hello Everyone! We have brought in support for 'Read Receipts' functionality in the current version of the iOS (v2.7.2) and Android (2.6.8) Zoho Desk mobile app. With read receipts, you can now gain insights into the delivery and read status of the outbound
When clicking KB article links inside the Zoho Desk ASAP widget, they should open inside the widget itself
If I click on a link within a Knowledge Base article inside the Zoho Desk ASAP widget, I expect the article to open inside the widget itself (that is, I hope the ASAP widget can identify that the article is also within the same domain). But it actually
ASAP widget persistence across site pages
Hi, I was wondering if anyone has found it possible to persist the current article/module the user has open on the ASAP widget when they navigate between pages on your website? I am testing ASAP out and one annoyance is that every time the user changes
Agents don't have access to Help Center Users
I have set these permissions under the Agent profile, according to help documentation this should allow Agents to access and edit the User accounts (end users) for the help center. However, agents get this message: This are the settings in Agent information:
Reply email with the same information of ticket
Hi, For example, when I create a ticket, the status option is automatically set to "Open." But if I change it to "Approved," as shown in the green box in the image, at that moment I need to reply an email with the information in this ticket, as shown
Change the Domain address in Zoho Desk
Change the Domain address in Zoho Desk from avisolarenergy.zohodesk.com to enermantech.zohodesk.com
Zoho Desk Permission Level
Hello, We have a customer that has 8 locations. There is one individual the director of operations who needs access to see tickets for each location. However, he is not an employee or agent for my company. How can I set this up for him? I dont want him
Zoho Desk 2024 Autumn release
Greetings Zoho Desk users! Earlier this year, in February 2024, we released an array of features ranging from process orchestration to ticket management, self-service, and more. Here is the announcement post for reference: February 2024 release announcement.
Zoho Desk Autumn Release - 2024 — Post 4
Continued from Zoho Desk Autumn Release - 2024 — Post three Integration Streamline field service operations with the Zoho FSM extension The Zoho FSM extension integrates field service management with Zoho Desk. For example, if a ticket requires on-site
Zoho Desk Autumn Release - 2024 — Post 3
Continued from Zoho Desk Autumn Release - 2024 — Post two Instant Messaging Mass WhatsApp messaging for efficient communication Agents can send WhatsApp messages to multiple contacts at once, which is useful for various activities, such as onboarding
Zoho Desk Autumn Release - 2024 — Post 5
Continued from Zoho Desk Autumn Release - 2024 — Post four SDK Flutter SDK support for mobile app developers Integrate the ASAP SDK with Flutter for cross-platform mobile app development, expanding support capabilities across different mobile environments.
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