Suporte de TI - Zoho Desk com integração Whatsapp
Estou tentando há mais de 2 meses resolver o problema de integrar o Whatsapp ao Zoho Desk. Percebi que já existe a possibilidade de integração com um plugin do Zoho, mas a versão beta ainda não saiu. Gostaria que alguém me informasse algum app ou método
Search Contacts API not working properly; Returning 204 status.
Search Contacts API returning 204 response when trying to fetch the contacts based on phone number. It is working abnormally. Sometimes when i try to hit the api it return the contact but soetime it returns the empty repsonse with 204 status. Bellow is
New DESK UI not refreshing
the new UI is not refreshing automatically when a tread is updated, this need to be resolved
'Approvals' is now supported in the latest version of the Zoho Desk iOS mobile app.
Hello, In the latest version of the Zoho Desk iOS mobile app (v 2.6.5), we have brought in support for 'Approvals'. You can now create, review and approve/reject the approval requests for tickets from within the app. Also, you can now easily navigate
Create a Scheduled Task
Is there a way in Zoho Desk to allow a ticket to be closed and re-open at a set time. Use Case: We have a client being onboarded and they an event that needs to be circled back to in 30 days. Can I create a notification for my team that allows the ticket
Mail Server Issue
When attempting to send out emails within the ticket portal, I am being met with an error code (see attachments). I also noticed under the notification center, there is also an error showing.
Pinned Comment in tickets
Hello, it would be nice to have a function to pin comments inside a ticket, so they stay at the top all the time. best regards
Block a client
How to i block a client when he/her subcription finishes?
Abysmally slow today!!
All of my Zoho apps are loading very slowly if even at all today! I am assuming you are aware of issues?
Zoho Desk and Bugtracker
So I have just recently implemented the integration between Desk and Bug-Tracker. I am testing the two products together for a support team. What I was wondering was if there was any way for the resolution of a bug automatically update the ticket in the
Change module description on the knowledge base
Hello Community, I'd like to be able to change the little description on my KB here : Can you help me ?
values are empty on the field of report
Hi, I have created ticket from the help center, but the fields are empty in the report PFA.
Show Tickets based on Team but assigned to individual agents
Hi, we have the following scenario: Ticket is created and via direct assignment assigned to a team one of the team members assigns this ticket either to himself, to an agent of the same or another team the assignment of the team disappears an only the direct assignment to an agent is shown we would like to check how many tickets are assigned to agents of certain teams Example: Ticket 1 assigned to Agent A of Team Z Ticket 2 assigned to Agent B of Team Z Ticket 3 assigned to Agent C of Team Y We would
How to send reply in Tickets as Contact?
Hi, I've successfully created a Tickets by POST https://desk.zoho.com/api/v1/tickets and included contactId and set the channel to EMAIL in the payload. Then I get a ticketsId from successful response. When I tried to send reply to the created Tickets as contact (customer@email.com) by POST https://desk.zoho.com/api/v1/tickets/{ticketsId}/sendReply and included all these fields : { "channel" : "EMAIL", "to" : "support@my.zohodesk.com", "fromEmailAddress" : "customer@email.com", "contentType"
Update new mapped fields - CRM to DESK sync
Hi, I've recently added some new fields to the "customer/account" layout in DESK, which I have also mapped in the CRM sync (so the information will be filled in from the data in CRM). Though, I would like to update all the existing accounts with the information
Option to specify reviewer per KB article
Hi, I have realised that reviewers are being emails for any article being reviewed as a group and it's not possible to send articles to individual reviewers as you can imagine not all KB articles are to be reviewed by the same group of reviewers/reviewer.
Reports - Agent that closed ticket
Is there a way to run a report to show what agent closed a ticket?
Knowledge Base blueprints for drafting, proofreading, checking and approving articles
We have some workflows in place to release technical documentation which require a process management structure where we : first announce the requirement for a specific article topic (the announcement/request phase) then analyze the content requirements
Ability to report on Agent Resolution Time
Is there a way to report on agent resolution time? We have a hold status of awaiting on customer reply that we would not like to include in the business hours resolution time ideally. Any one have a solution for this that I am unaware of?
Unable to configure Shopify extenstion
Hi Team, I want to see the shopify context for the tickets. but shopify extension is not getting configured
Ticket Approval Reporting
Dear Sir, We are using approval section for ticket as shown in attached picture Ticket is approved by Team manager. Our question is how can we take the report in Zoho Analytics that will shows us If ticket is approved or not ? Is this information
Outlook Add-In
I move from Zendesk to Zoho Desk, and I love Zoho Desk. The only thing I miss from Zendesk was the Outlook add-in. It was very simple. You opened the add-in, were able to change a few fields like title, priority, etc, and hit create ticket, and boom.
Emails From Gmail Not Delivering
Not sure if you've been through the same - emails from any domain other than gmail.com forward properly to Zoho Desk and appear as tickets. Any idea why? Thanks
Help
Is it possible to change "Account name" to "Account ID". Labeling this a "name" does not make sense as you can only at this time use numericals. Anyways hope its possible, thanks!
Search by Ticket number in WhatsApp
Hi, I am currently using the WhatsApp business API beta on the Zoho desk. Is there any possibility to add an option to search chat by its ticket number in the WhatsApp module? Now we have the option to search chats based on the text, contact, and agents.
Contact Exports Improvement
Suggestions for improving the contact export so that it can be used to review/audit data: - A column indicating if "Show tickets from other contacts" is enabled - Because the system defaults this to on, we need to regularly audit this to make sure folks
What is Live Chat meant to do?
What is this Live Chat button meant to do ? Because mine does absolutely nothing...! I thought it was meant to be to get support from Zoho Desk - it's getting frustrating having to create so many forum posts every day just to ask 15 million questions
Zoho Desk automate sending tickets externally
Hi, The business I work for plan on moving to Zoho Desk for it's ticketing shortly. However one of the departments has risen a concern that they send most of their tickets externally to be resolved (to retailers). They currently use Service Management
Getting Ticket Details by Status and Date
Hello, I'm trying to pull in all Active tickets that were created after a specific date. The URL I'm using is the following: https://desk.zoho.com/api/json/requests/getrecords?authtoken=MyToken&portal=MyPortal&department=MyDepartment&created%20time=05-Feb-2017&Status=Open&selectfields=all
Assigning Tickets in Zoho desk
Hi Team, I am trying to assign a ticket to another person from another department. Although, the ticket has been assigned to his/her queue they are not able to see the ticket in their list. When I searched by providing the ticket# in their department
Code Highlighting
Hello, We are looking at add Code Highlighting on some pages of our KB that have code in the articles. Is this a functionality that exists already? Would someone be able to guide me to some documentation on this? Thanks!
If an Agent is offline can I raise a notification to the team on a customer response?
Hi ZohoDesk, If an Agent is offline, on holiday for example, is there a way of notifying a person or team when a customer responds to one of the tickets where an Agent is unavailable please? Thank you! Rich
Desk /Deluge checking Macro's
How Can we check macro's used on a ticket with deluge in zoho desk
How to pass Report Criteria/advanced filter in URL for Zoho Desk reports?
We have a report that we want to add an advanced filter to that gets dynamically set via a URL, so that our agents don't have to go and manually fill it out each time they run a report. I know this is possible in Zoho Analytics. I can't figure out how
Idea Reports for Community
I'd like to have a report that lists all of the submitted ideas and their statuses. Also, it would be nice to be able to convert a Question into a FAQ in the knowledge base.
Guided Conversations - Early Access update [February 2022]
Hello users! Have you tried out our newly introduced Guided Conversations platform available on early access yet? If not, no worries—we got you covered! You can still request access using this form, and we'll onboard you to our early access program. Since
Only emails count as responses on a ticket
Is it possible to have either comments on the case/ticket or calling the customer count as a response?
Error when sorting ticket
Hello guys I'm having a big problem today, every time I try to triage a ticket I get this error. When I try to reload the page and try the action again, the same thing happens. I need some quick help on this. Yours sincerely, Fabio.
ZohoDeskPortalServices integration error
Hi Team, I am facing this error while integrating ZohoDeskPortalServices pod with latest Xcode 13.3.1 and using swift 5. Please have a look. Thanks, Balram
Not able to figure out from where I can get, redirect URL
I am trying to setup, zoho federated signin with Azure AD, I am following below documentation https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/enabling-federated-login-for-help-center Link this documentation
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