Notify should only email the agent when another agent triggers the notification
When using Notify in Zoho Desk under Agent Notifications there should be an option to notify the agent ONLY when another agent triggers the notification rule. Example: If the notification for the agent on a new comment is on, it will notify ME when I am the one writing the comment! This is causing a LOT of emails to trigger. A notification is only supposed to trigger to direct the agent to go to Zoho desk as there is something waiting for them
Separate Buttons for Public and Private Ticket Comments
Instead of hovering over the Comment button to toggle between Private & Public, it would be nice to have separate, always visible buttons of different colors for each type of comment. Something like:
Is there a "Change Log" in Zoho Desk?
Hi Zoho Desk support. I would like to inqire if there is a change log in Zoho Desk. Thank you.
We are experiencing an error when we try to update our ticket.
Please see below error message we receive while updating our ticket.
How to add a Job ID to a tickets subject line in ZohoDesk?
Been trying to add a custom field's content to the begining or end of a a tickets subject line with no luck. I've been trying to do it with a merge tag but it only pasts the merge tag not the data in the macro. I don't have any programming experience
Tag Management
Hi there, We currently use another ticketing system and use Tags for tickets. In our current ticketing system, we can manage tags which includes; Merging tags Deleting tags Adding tags It's also important for us to limit agents from adding tags (which
Loop with other ticket system
Hi! Could someone tell me what should I do when our Desk system sends mails back and forth with other ticket system (e.g. Freshdesk)? What is the best option here? After half of hour we received over 40 tickets... Is there any way to avoid those kind
Can Agents use Layouts for a Department that they do not belong to?
When creating a layout, one of the ticket layout properties is "Allow profile users in other departments to submit Tickets using this layout". If this is selected for a Layout associated with Department A, will an agent from Department B be able to choose
errorType":"invalid"
Hi all, Trying to setup a creator form to create a ticket in desk but getting an error on this section: orgId = 750xxxxxx; department = 606xxxxxx; account = zoho.desk.searchRecords(orgId,"contacts",{"email":input.Email},0,1,"zoho_desk").get("data").get(0).get("accountId");
Filter Tickets (views) based on related data
Hello, how can I create a view that retrieves the tickets based on related data? For example, I have a ticket that is linked to a contact person, who in turn is linked to a company. In the company record, some relevant information is stored, such as certain
Zoho Desk - Macro action is not being applied on all selected tickets
Hello, I have a macro button that executing function to update the selected tickets mp = Map(); mp.put("cf",{"cf_whats_app_message_triggers":"6 month retention"}); update = zoho.desk.update(org_id, "tickets", ticket_id, mp); this is the function, it's
Needed Notification regarding deleted Ticket in Zoho Support
In Zoho Support , When the Ticket is deleted we needed to get notification regarding the deleted ticket or in any other way the admin wants to know about the ticket deleted.It is a security level issue which we are experiencing in our setup. Thanks and
Auto Closure of tickets using time based action with regards to organization business hours
Hello, I am currently configuring our zoho desk to be able to close tickets when a ticket was already on hold for 7 days. Our Business hours is set to monday - fridays 9am to 6pm So far, what i was able to do was i created a time based action on rules
Desk incorrectly merging similar tickets
We have a process for offboarding employees. Email comes in from HR to our Desk. As it's a partially automated process from their HR template it has similar subject, with similar people CCed for other departments. For some reason Zoho Desk is merging
Web Browser Error Encountered by Users
When our user is logging a ticket via browser, she is receiving this error below. Kindly refer to the error message and sample screenshot. Already advised to clear cache of her browser. Insufficient privileges to perform this operation. Please contact
Need to sort tickets from the account view
I would like to be able to sort tickets by status or date while viewing an account.
Ticket sorting in HelpCenter
Hello ! Is it possible to create a filter in the HelpCenter in order to sort the tickets by its state? That feature would be very useful since our clients will be managing a lot of tickets, and they need to sort them. We already have a feature in Zoho
Share Link to Ticket and Paste To Ticket does not always work
Like the title says, sometimes I click that little link icon in the sidebar and it works fine, other times nothing happens. More often than not, nothing happens
Reassign and Delete Team - Closed tickets are also processed!
Hello, when I try to delete a team I get the following message: According to the message, open tickets and open tasks have to be linked to another team or to an agent. However, when I perform this action, closed tickets are also processed according to
Export KB Articles
Any updates when we can get the KB articles exports to show the tags and not be corrupted?
Set custom header on webhook request
Hello everyone, I am playing around with ZohoDesk webhooks and I would like to know if it possible to add one or many custom header(s) on the request. The webhook is connected to my API which requires a oauth2 token (bearer). I am currently unable to
Emails Are Not Creating Tickets
Hello, we have a support Desk for our warranty division and, as of recently, is not generating tickets from emails sent to it. We have Email Fetching enabled and our mail trace shows successful delivery of the message from the sender to the recipient.
Is there a Workflow Rule that can Auto-Gen Account Name based on Customer Email?
Hi, I'm very new to Zoho Desk and don't have much of a developer's background. I've tweaked with workflow rules, but can't seem to create one that can auto generate the Account Name based on the e-mail from our clients. Is this difficult to create and apply?
Adding Multiples of the same Product to an Account
Hello I have added all of the products I sell, I do not wish to add each individual product with a serial number because I will not be able to report all accounts who have Product 1 etc. My accounts may have 5 x 'Product 1', 3 x 'Product 2' etc. I cannot
Pop-up custom function
I am trying to create a custom function in zoho desk to generate a pop-up or message to slack as soon as an agent makes a public comment using internal naming information. I really struggling with zoho's deluge script. Should I be using a webhook or is there another way to do this?
Zoho and Slack integration
Hello, Can someone please tell me where the numbers from this stats come from? This is the extension of slack and zoho desk. I get this notification every day at 10 am CET in my slack channel but those numbers are not from daily tickets. That is wrong.
Pictures in Attachment dont open while using FireFox as an Agent
When a picture is attached to a ticket, the agent who is using "FireFox" as a browser cant open the picture. When clicking on the picture it will not load and just show an infinite loading spinner. Downloading the picture and open it is working only clicking
Auto-Assign from an email reply
I believe I have seen similar requests, however, I don't believe that there has been an affirmative answer. When I get an email from the Desk as an Agent and I reply to the user from my Outlook email client, the ticket is not automatically assigned to
Trigger Workflow only contacts from a company emails into ticket
Hi Zoho Team, I am trying to create a workflow that updates information on a ticket which is working fine in terms of the updating. My issue currently is I only want this information to update when an email is sent in by the ticket contact. For example:
Make a ticket unable to close if a field is not populated.
Currently we have a system in place that automatically E-mails our ticketing system to create a ticket when we have failures. When this ticket is created we have an empty failure field. Our developers will pick up these tickets to fix the issue. Currently,
Export KB articles with URL/Permalink
Is there a way to export a list of articles along with the URL/Permalink?
Update thread with Zoho deluge
Hi, Is it possible to update a thread (mainly the cc fields) using a custom Zoho Deluge function? Thank you in advance. Best regards, Jesse
Merging Ticket Idea
When a ticket is merged, the old ticket is deleted and no longer in the system so this can be confusing later down the road. I was thinking of ways to better see these merged entries would be a label on the ticket interface that would say this ticket
Activity due date based on business hours?
Is there a way of creating an activity with the due date set in business hours instead of calendar hours? One of our use cases is as follows: a ticket is created for a new product order, the order gets dispatched, we need to automatically create an activity
Repetitive Tickets in Reports
Hi All, When I try to create a report, unfortunately, some of the tickets repeats in the report and I could not find the reason for it. Please see the attached picture. Did you encounter the same problem before? What could be the reason? Thank you for
Demo Clips
for the Zoho desk, are there any Tamil demo clips?
Insert email template on replying
Hi, I'm trying new version and have little trouble. How to insert email template when reply ticket? In the previous version, the Template button located in front of Bold button. Anyhow it disappears in new version. Do I need to setup any thing? Thanks!
Voice message recording on trouble ticket.
I see the recorded voice message automatically assigned to a new trouble ticket. I can click and play the message when accessing my account from a browser such as Chrome. How can I play the message from my iphone? I tried forwarding the ticket to my gmail
Permission Denied
I'm trying to test our Community Forum. I posted a test post. I'm the moderator, when I go to click "Allow Topic" it tells me "Permission Denied". Please explain.
What happened to the ability to hide attachments in KB articles?
I used to be able to hide attachments in KB articles but i can't find that option in the new interface. This was very useful as I use a KB article to keep the latest drivers for our products. This way when customers access the article they only see the
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