Command to open ticket counts?
Hi! I'm new to this but I'm wondering of there's a way to get just the count of tickets by certain status (in my case, I just want the count of open tickets... The command I'm currently using is: curl -X GET https://desk.zoho.com/api/v1/ticketsCountByFieldValues?field=status
How to handle big attachments in Zoho Desk
Hi, in our daily business it can be, that we have to deal with files bigger than 20 MB. Is there a easy way to implement Zoho Workdrive or OneDrive in Zoho Desk and give the end customer without big effort the possibility to upload their files. E.g. if
Send email via Deluge
Hello everyone! I'm struggling with deluge in Zoho Desk. I'm trying to send an email using sendmail function, but I'm getting this response: Line 77 refers to "From:" sendmail [ from: "suporten2@ideris.zohodesk.com" to: emailseller subject: 'Seu ticket
No Reporting for SLA Violation tickets based on SLA Violation date & time
We've struggled significantly with this over the last week so I wanted to share in the hopes of saving others the same aggravations. Maybe Zoho might even see to fixing this or someone might come up with a brilliant solution! We use various SLAs to specify required response and resolution times for Tickets. The total number of tickets that have violated SLAs in a specified time period can be viewed in the Zoho Desk provided (thus unedittable) SLA Dashboard in the Report module of Zoho Desk. Of note,
Controlling layout via other fields and labels
What are some ways to control which layout appears for a customer based on a choice from another field? It would be nice to be able to dynamically display the correct layout based on their choice in the classification or category field. Or, I wouldn't
How to set the Font, size and color default while replying to the tickets?
I prefer to set Font- Verdana, Size-10, Color- Black in all of my replies. However every time when I reply to a ticket, all the three aspects are changed to something else and I have to manually set the Font, color and size before sending replies. Why
Moving community subject to another subforum
Hello everyone. I'm searching for a way to move a subject from a sub forum to another and can't find a way. I think I've looked everywhere.. I must be blind. Thanks a lot Fred
Set a readed ticket to unread
Hi, Is there a way to set as unread a ticket already readed ? Thanks.
RingCentral SMS Integration for Zoho Desk
RingCentral SMS Integration for Zoho Desk Extension Link: https://marketplace.zoho.com/app/desk/ringcentralsms-integration-for-zoho-desk Enable SMS communication between support agents and end-users using the RingCentralSMS Integration
Font size
My font has changed and has become too small. How do I return it to it's original size?
Default Font size in ticket
Greetings, How can I set a default size and font for every ticket?
Is there a way to set the font size
Is there a way to set the default font size to a larger size for outgoing email?
Different icons for Availability status
Hello. This is more of small little fun idea. Currently there is only a green circle for an availability status. I was wondering if it would be possible to be able to change this icon for some other emoji, just to spice this up a bit? I can see that Google
Different profile of a user per department
Hi Zoho Desk Team! Is it possible to have a user, for example. He is assigned to two departments, is it possible to set his profile in department 1 as AGENT, while in department 2 he is a SUPPORT ADMINISTRATOR?
Desk different languages
Hi, We have set up Desk for our customers in our native language but 1 customer asked us to enable English translations in our tickets and self-service forms. How can we do that the best way? I could not find any easy translation in Desk, my idea was
unable send any email , unable load tickets
Hi, We can’t send any mail with Zoho and also many times users click on a ticket and the ticket it’s not opening. when a ticket opens have this error : Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds Thanks
Unable to process your request When replying to ticket
Good day When we trying to reply back to support tickets we getting the error "Unable to process your request" How do we fix the issue. Regards
Sorry, Unable to process your request. Try again later - Attaching images
Hi, is there a limit to the amount of images that can be added per day/ hour to tickets? A ticket comes in, i reply like a normal email.. then i comment in private with a screenshot that xyz was completed. The first few times its fine, after i try uploading
Zoho Desk - Email Security / Encryption
Our department of technology is concerned that Zoho Desk email messages (sent from Zoho to our Google Gmail corporate install) are not encrypted in transit. I've searched (and searched) the Zoho community, website and knowledge base and while I see an article or two on encryption at rest, and Zoho eMail encryption - I'm unable to find anything - definitively stating that email messages sent from Zoho Desk to recipients (received in their 3rd party email accounts - i.e., Google Gmail) are encrypted
Zoho Desk - Work Mode Drag & Drop
Does the work mode allow drag and drop functionality similar to the CRM?
Exporting tickets from Help Center
Hello Community, I wonder if there is an option to export in .csv the list of the tickets that the end user has created from the Help Desk center. I mean, the end user has to be able to make this action. I know that it is possible to export your tickets
How can a 'Notify contact on receiving new ticket' be included as FRT?
Hi, We have a first response SLA for our users and currently my agents have to manually send first response every-time adding to manual efforts. Can we automate FRT with the 'Notify contact on receiving new ticket' notification so that time can be saved.
Discussion Forum Categories and Forums
I'm prepping for a forum roll out and found that there isn't a lot of granularity of permissions on the forum level. It would be nice to see the settings from the category level of the forum available at the forum level, so you can assign who can post
Unable to send emails using Zoho Desk
Whenever trying to send emails, reciving an error message as to try again.
Automate Send Ticket Attachments
Good day Zoho Team! Is there a way to send ticket attachments automatically every time agent attach a file to a Ticket? Looking forward for your response. Thank you. Best regards, Lizz
Re-assign a ticket to the last responding agent automatically
Hi Zoho Team, How can I re-assign a ticket to the last responding agent automatically? Thank you, Regards, Alvin
How to go offline in app
When a HelpDesk agent is signed in and online, tickets are routed to them. In the web interface, I click on my portrait in the top-right and can set my status as Offline in the channel I get notifications from. How do I do this in the mobile app?
[TYIA] Zoho Desk using Deluge
Hope all is well. I would like to learn systematically to develop Zoho Desk using Deluge, is there any training/websites that would be helpful? Any trivial information would be helpful and appreciated. Thank you in advance.
Auto Clear Due Date when the field is updated
Hi, May I ask if possible to auto-clear the due when the fields are updated? - for example if we change the Classifications and Priority fields to "None" the due date will automatically set to clear/reset or "- -- -". Thank you!
Per User Moderation settings for Forum
Is it possible to set a single user as moderate all posts? I thought I saw this somewhere however I can't seem to find documentation on it.
Zoho desk - Notification for Approval Not Received
Hi , It seems we don't receive mail for approval anymore. Is there a way to configure it now ? I went to "Notify" Menu but cannot see it. It's annoying because checking the pending approval is a very small notification at bottom right.
Trying to create a dashboard to show tickets opened today and who they are assigned to
Title sort of says it all, I'm looking to create a dashboard to display for my support team and just cannot figure it out... it would show ideally on a graph All the tickets created today(or this week) How many tickets each agent has been assigned Status
Need more than three sub-sub-sections!
There should be the option for more than three sub-sub-sections in Zoho Desk Knowledge Base. Is this something that can be implemented before the year is out? We are moving our knowledge base to Zoho, and this has created innumerable headaches. That and
Feature request. Help center - add articles to sub-section when it has sub-sections
I have a suggestion. Currently we can create the following articles structure: Section - Sub-section 1 - Sub-section 1.1 -- article 1 -- article 2 - Sub-section 1.2 -- article 3 -- article 4 But if section has sub-sections, we can't
Zoho Desk Auto Contact Owner
Hi Zoho Team, When a new requestor singed up in help center, the contact owner is auto assigned to the primary contact of my zoho desk, correct me if im wrong. So my question is, how do I change the auto assigned contact owner of every new contacts?
Embedding Zoho Creator Content in Zoho Desk
I created a form in zoho Creator. Why can't I embed it as a piece of content in the customer portal in zoho Desk? It appears as if all iframe tags are removed in the Portal Customization area.
Multiple portal user activation ?
Hello, is there a way to send a self portal invite to multiple users. It would be great to be able to search for users by specifying search criterias such as "account" and then being able to "select all" and "send invite" Right now, the only way i see
Zoho Desk Lagging/Running Slow
We are having an issue with Desk running slow while using it. It lags pretty significantly and makes it tough to use. Is this typical? We did have ~20k tickets moved in - could this be the cause?
Export Customer/Contact list
We have tightened our standards on creating new contacts, but want to export the entire contact list. Is there a way to do this?
Zoho desk and mail template for remote support request
When I send a remote support request from ticket in Zoho Desk, the default email template is always used. In Zoho Assist, I created my own mail template and set it as the default, but it is still not used by Desk. So: how can I set up the email template
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