Cookies in ASAP (anonymous KB only)
Hey Zoho, We want to use the zoho ASAP widget as a plain knowledge base access tool. No other functionalities should be accessible by the widget. During testing, we have found the following cookies: Can you explain: what each cookie does if it is necessary,
Desk App - Show Account Name on Ticket List
In the Desk App Ticket List, the account name is not displayed; you can only see the account name if you go into the ticket and press the 3 horizontal lines to display 'ticket details'. For our business the contact is less relevant than the account name,
Can you actually allow tagging in this community forum and replies to each comment?
Using this community forum is quite difficult. The nested comments isn't obvious enough, and I actually have to scroll through every post hovering over each to see if I can comment to the reply - can't you just allow comments to any comment and can you
What is the notification to actually receive an email notification when there is a new ticket/email in a department?
Can't believe I am having to ask this but I am not receiving an email notification when there is new tickets in a specific department even though I have every notification enabled under 'Agent Notifications' for this department. It's really frustrating
Removing the ticket ID from email notification subjects
How do we remove the ID from the subject of email notifications to the customer like "[## 786 ##]" ?
Can a notification be raised if an account raises more than X tickets in a given period of time
Hi ZohoDesk, We would like to raise awareness that a particular customer has raised X amount of calls in a short period of time. We have had instances where Account Managers, End Users and Technical Staff have all logged calls and different members of
Missing Table View
I'm an admin in my org & I mainly use table view in Zoho Desk. Yesterday afternoon I noticed that I no longer had the option. Anyone have any ideas?
Which notification disables these cc emails?
See this screenshot - how do you disable these cc email notifications? Or if it is not possible, where can you edit this email template?
Zoho Desk - Invoices integration for client's portal
Hi Zoho Team, I have been looking around for a while now and I have not found any solution to this: There are many Customer Portals. For example, the Zoho Subscription has a customer portal, as well as Zoho Desk, Zoho Analytics and etc. What I need to
Building Extensions #9: Create widgets with the JS SDK bundle in Zoho Desk - Request API
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 introduced you to creating widgets in Zoho Desk with different APIs. We also gave a
Desk ASAP Widget Should Include Push Notifications
BACKGROUND: My business delivers SaaS based products to end users, who pay per license to access a password protected website (standard SaaS product model). My Web Application uses the ASAP widget to deliver tech support through chat and knowledge base
After 3 years, ZOHO CRM Contact and Accounts STILL not syncing with ZOHO Desk
Zoho, you know this continues to be a problem (ZOHO CRM contact and accounts not syncing with ZOHO Desk) and yet you do not fix this. It is unacceptable that so many people have asked you in the past to fix this issue and your response continues to be,
CRM integration to Desk
Hi - I am trying to sync CRM to Desk. Is there a way to only sync a subset of 'Accounts' to Desk based on particular criteria? In the 'Accounts' module, we have a field to differentiate what type of account they are. (ie: Prospect, Customer, Former
Session expiry in this community
Not sure where best to add this but is it possible to improve the session expiry in this community as it is frustrating to have to keep logging into it all the time. In other communities like for example those that use Discourse, I am always logged in
primary email address of a department is wrong
How can I change the primary email address of a department if it is wrong?
change the DEFAULT department
how do i change the DEFAULT department when i have more than one?
Closed Ticket Notifications Opening a New Ticket in a different department
Hello, My company uses Zoho for different departments. Sometimes one department will forward an email to a different department. In doing so they create a ticket. However, when that department closes the ticket, it automatically sends an email back to
Automate your custom functions using Schedules
Custom functions are a useful tool when you want to simplify complex business processes that take time to execute. Schedules in Zoho Desk can help you automate these custom functions. You can choose to execute schedules at a particular time, or on a recurring basis. For example, using schedules, you can create a new ticket or task on a recurring basis or send agents reminders about a weekly meeting. For support team leads or managers, Schedules can help you streamline operations in a variety of
Can I stop my calls being archived after 120 days?
Hi ZohoDesk Can I stop my calls being archived after 120 days? We like to try and understand how the number of calls and our response times compare year on year. This doesn't look like it is possible to report on this if calls get archived after 120
View tickets from other users is enabled but disabled for a given User the Help Center is confusing.
Hi ZohoDesk, If you turn on the "Customers can view Tickets of other users in their account" and subsequently disable the default setting that turns this on for all so only certain users can see all tickets..... The Help Center becomes confusing. There
Custom Function to create invoices from Desk's TimeEntry
I need to develop a custom function that takes the total time spent by our agents and turns it into an invoice I started with this: orgId = xxxxxx; response = zoho.desk.getRecords(orgId, "agents"); agentes = response.getJson("data"); rec = agentes.toJsonList();
What is the agent queue?
There is a menu option in my Desk account that is called the Agent Queue, but I can't find any info about it. What is this feature? Thank you for your time.
Is there a way for users to be detected when initiating a chat or ticket?
We have a client-facing website (wordpress) and use desk for support. Is there a way for zoho desk to detect who they are and not force them to fill out forms? Or if we could have desk look at the Wordpress database to determine who the user is?
Open Ticket Reminder
Greetings, Is there a way for Zoho to auto-generate emails reminding us of open tickets? We are a two-man band and all too often I forget about open tickets. It would be great to get a daily email summarizing open tickets so they are less likely to be
Building Extensions #10: Creating widgets with the JS SDK bundle in Zoho Desk - Data Storage API
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 discussed Request APIs, what they're used for in extensions, and how to use them in
Dynamic drop down field in submit ticket form
Hello, I'm working on change the submit ticket form of my ZOHO Desk and i want to categorize my services by category of service, for example: If the customer select "Support" on the category field, the service field must display only options related
New ticket is being created as duplicate if someone that was cc'd in original replies
When someone that was cc in original ticket replies to it, in Desk it creates a new ticket instead of appending their reply to the existing ticket... Surely this should not be happening?
ZOHO Desk - All tickets have this as their content. "Content is not available. Please try again after some time."
Currently, all tickets have the same content, "Content is not available. Please try again after some time." Is this an outage from ZOHO or something else?
Issue with a blueprint transition using API request
Hello I have created a function in the Zoho Flow app, which should perform a blueprint transition. par = Map(); par.put("toNotifyContactForResolution",false); par.put("content","Solved"); param = Map(); param.put("RESOLUTION",par.toString()); result
In Zoho KB , when opening an article it also has a list of other articles on left side.
How can i disable seeing the other articles on the left side. The left pane with the list of articles is preventing my article from being viewed on full screen and breaks the html table
Contacts to Multiple Accounts
Relate a single contact record to multiple accounts and easily track the relationships between the customers and businesses they work with. If you tried the beta feature, please share your feedback below. Your feedback will help us refine the finer details before releasing this feature for a larger audience. P.S. If you haven't requested the beta yet, you can do it now here.
Is there a way to view Ticket Email Headers
Hello, The show original option does not show the email headers from the ticket. There are instances where we need to verify the authenticity of where the email originated. There for looking at the email headers would allow us to verify this information.
How do I get the "My Tickets" section to display in the help center for the end user?
I cannot figure out how to turn that on, also the community never displays either
integration between ZOHO Desk and 3CX v18
Hello, In the v18 release of 3cx, the variable for contactid has changed. This has changed to EntityId and EntityType. Can you provide a new version of the XML file needed for the 3cx extension for Zoho desk? thanks Ted
Embed KB in WordPress
How can we embed our KB into a WordPress site? do you have any documentation that can help us accomplish this?
Zoho Support: Automate your way to Productivity using Time based Actions
To avoid pitfalls in customer support leading to lower customer satisfaction, longer response cycles, increased support cost, automation and productivity improvements become a must have. In this endeavor we at Zoho Support have bolstered the existing automation options with Time bases Actions and Macros. Time based actions are used to monitor your help-desk for pre-defined actions every one hour. So the next time when you see a massive pile-up of tickets in your help-desk queue, don't fret. Setup
Personal settings in Zoho Desk and and department visibility
Hello, could you show me, where i can blocked department visibility in personal settings? I don't wan't to everybody can see which kind of departments have we in ouer organisation.
Classification - Part two
Interested if its possible to only have certain classifications appear based on the group the agent belongs to. This is to limit the number of Classifications to those applicable to the team. thanks, Jay
Classifications
Is it possible to group classifications together? We currently have this. But want this- Billing - - Missing Statements - Rates - Recent Statements
Read support email contents in workflows.
I am building workflows to help route tickets based on the contents of support emails which trigger a Ticket creation Zoho Desk. The issue is I assumed the contents of the original email would populate the "Description" field of the ticket. This is
Next Page