Public Dashboard Question
When accessing Reports > Dashboards there is a grouping called public dashboards. I don't see any documentation on what this means. Can you please let me know what public dashboards mean?
Invalid API Key
More than 1/2 our user base has not been able to get into our ZOHO desk app today. This morning out of nowhere users are getting the following error: {"result":"failure","cause":"Invalid APIKey"} I already put a ticket in this morning at around 8:30-9:00 and have not had a response, ETA, or any other type of information. What is the cause of this error? Nothing has changed on our end and it was working fine the previous day.
Email to all contacts, e.g. notification about downtime
Is it possible to write an email to all contacts which are signed up to the help center for example to notify my customers about a maintenance or downtime or change? Regards
Zohodesk Advanced Web Form redirection problem
Hi, I am encountering web form redirection error. Once user submits the form, the form will then create a ticket but do not redirect on the same web form. as the instruction specified, if we want to redirect on the same form, we should input asterisk
Make a read only version of KB permalink available without a login
Is it possible to publish a permalink on a Read-Only mode to users without a login. Anyone wanting to engage (Comment / Like) on the link needs to login, but for users, who are outside and need it for a handy reference, is it possible to view the link
Hiding a ticket from account
Hello, We are looking for best practices around making a ticket "internal". Our customers are able to view all tickets associated with their account via the help center. However, we have multiple scenarios for tickets that need to be aligned with the account, but "hidden" from contacts within the account. I noticed an idea to use another department and make it private, but that requires a bit of administration overhead, especially around reporting and ticket movement. Ideally a checkbox indicating
ticket not show
ticket 108 is not show on page all ticket
Email template translation
Hello! Can you help me to understand how to translate email templates quickly from English to my language (Italian)? I have over 10 departments and there are about 70 Email Templates per department. It looks like a huge job. Is there an alternative way
Views accessible in multiple departments
I've noticed views are specific to department. This makes sense for tickets, but for stuff like contacts and accounts it's somewhat confusing to have to recreate them for each department, and then they disappear all together when you select all departments
Automatically prevent some contacts from being CC'd
Is there a way to automatically remove certain contacts from the CC of a ticket? There is one email address which is included as a cc on several tickets, however we would like it to not be included in future correspondence, so we would like to automatically
Feature Request: Add an Agent View tab on Agent Management Screen
Please add another tab that shows full agents. Currently there is All Agents and Light Agents. It would be great to see a list of agents that are not Light Agents.
Automatically complete a task as part of a blueprint transition
Is there a way to complete a task as part of a blueprint transition? For one department, every case gets a list of tasks. It would be nice to complete these with the related transition, however when I add this when completed, it just adds another ta
Parse info from email to Zohodesk fields
Hi We have a support form on our website that sends an email to the zoho desk, as follows: Request_Type: Maintenance Source: Website Submit_Date: 16/12/2019 Submit_Time: 11:59 Contact_Name: Jane Smith Contact_Email: jane.smith@customer.com Building: 'Building
ZIA for Desk in EU
Hi! When ZIA for Desk will be available in EU?
Make an ITIL/ITSM system, add Assets tracker and so on
Dear Zoho Support team, I know you corporation has very interestring services and products on: http://www.manageengine.com/ I'm very interested in ServiceDesk Plus functionatily, such as: ITIL/ITSM ready, Assets tracker and other things: http://www.manageengine.com/products/service-desk/help-desk-features.html
Support Email addresses getting notification emails
We have several of mailboxes set up that forward to Zoho Desk, but they are also the SMTP addresses in Zoho Desk form our system. When those send in a ticket, they also get the ticket notifications which adds extra clutter to the ticket. Is there a way
Zoho email forward auto assign agent
When forwarding an email to create a ticket in Desk, is there a way similar to the #original_sender tag to assign it to an agent? Right now it creates the ticket, but creates it as unassigned. I then have to go into desk.zoho.com and assign the ticket
I've imported records for my organization, unfortunately every one incorrectly came in under my name for the Account Owner instead of the assigned owner
The mapping in Zoho import is not working
Create tickets on behalf of the sender while forwarding emails
Is this feature department specific or global setting? Create tickets on behalf of the sender while forwarding emails When an agent forwards an email to your support mailbox, it creates a ticket in the name of the sender. When disabled, the agent is treated
Default department: differences from others
Hi! Can someone explain me what is the function of the "default" department? How is it different from others? What can be done different in the default department? Knowing this information would help me understand how to handle it. Thank you!
Add more options for customer satisfaction
We think that is important that we have more options to qualify the customer satisfaction, now there are 3 faces, I recommend to have more options like 5 stars. Like this picture. I will be grateful
How to disable Portal in Zoho Desk?
Is it any way to disable Portal or Help Center in Zoho Desk? By the moment, we don't want customers to interact through this channel
Unique Last Name Only?
Guys, Apparently, since last name is a mandatory field in DESK, I cannot have two people with the same last name? Duplicate Contacts with this name "Last_Name" already exist This is a bit of an issue because this is a very common scenario. Any ideas, anyone?
Hide some related products from the user in the Help Desk
Greetings, I have an important need. I would like to hide, during the opening of the ticket, some products in the choice of the available linked products. For example, if an Account has the product "apples" and the product "cherries" from the "fruit"
Integrate my website with zoho support
hi, I have built a request form in zoho support and added return url , domain name and other necessary fields to it.After that I embedded the html code generated to my website page. my problem is I am unable to redirect to the specified return url without login.is there any way to resolve this issue ?
Automatic workflow
Hi, 1. I would like to have an automatic email sent to client at X days without their answers saying "Dear customer, this ticket is waiting for your answer or feedback. Should you not reply within 48h, this ticket will be automatically closed and considered
Agent Queque side panel fixed
In the "tickets" page, it would be very useful if the panel on the left "Agent Queque" could always remain open or in any case I could choose to fix it. This way, while looking at the unassigned tickets that arrive and need to be assigned manually, the
Set Expiry Date for Customer Happiness
Hi Team. I'd like to know if it is possible to set an expiration date for Customer Happiness responses - meaning ratings submitted beyond the set expiry will not be accepted or included anymore in the reports.
Find all and replace in Knowledge Base articles
Hello, We have currently a lot of articles in our knowledge base, but a lot of them contains a broken link that needs to be replace. Is it possible to replace all occurences of the link instead of going through each article and replace every link one by one ? Thanks
Limiting access to a department in help center
In Zoho Desk you can show tickets in the help center, is there a way to limit it so that only a subset of users can view tickets submitted to a department or is it all or nothing? Concept is Department 1 is a general use department and the default for
Zoho One and Zoho Desk Performance
I'm not sure what you did with the roll out of the new Zoho One, but the Zoho Desk performance problems have been resolved! It's moving along quite fast now. Vast improvement. Thank you!
"Start Sync" button not working on CRM - Desk integration
Hi! I added the Zoho CRM integration from Marketplace and authenticated. Next, on the page "Configure Accounts and Contacts Sync" I selected Two-way Sync, Email(Primary) for mapping and mapped the fields for Accounts and Contacts. The "Start Sync" button
Dashboard: Number of Requests per day/week/month
Can anyone tell me how i can setup a (line) chart inside the Zoho Support Dashboard with the number of requests per day, week or month? I want a grand summary for my projects larger and longer than the weekly summary on the homepage. I tried it by grouping
Setting Priority to only agents and Admins
Hello, The priority's box permission won't change even in field permissions or ticket properties, it just says mandatory field cannot be changed. This is bad because our trust of 12,000 should not have access to this as we set the priority's within our
How can I reduce an attachment file size in my Help Center?
I would like to prevent too large files from being attached to a forum on ZD. The max size of file is 20MB now but I think it is too much and some users attache unnecessary files with their ticket submission. Is there a way to set the max file size in
How can I activate a popup with Private Policy agreement for my Help Center website visitors?
Every new visitor of my Help Center should be informed about cookies. Where can I find a setting with that feature?
Having products in different versions with life cycle - field dependencies
Hi. My use case is we are having different products having different versioning scheme. So while one product is in version 10 the other is still in version 3. I want to set up field dependencies. So if an agent in a ticket chose from the product field
E-Mail Replies create new ticket with same Ticket ID
Hi, A customer can send an e-mail to our support address, and a ticket is created in Zoho Support - Correct behaviour. Our agent can reply to the ticket from the Zoho Support interface and the customer receives the reply as an e-mail - Correct behaviour. The customer then replies to that e-mail, but a new ticket is created within Zoho Support - Incorrect behaviour. The continual replies between support and customer should be in one ticket until the ticket is closed. The replies from the customer
Hyperlink to Specific Ticket Record in Email Template
Is it possible to hyperlink a text to a specific Agent Ticket URL in an email template? See image below for visual reference. I tried to put Ticket Id > Agent Ticket URL placeholder in the web address but it becomes null upon save.
Dependency fields based on accounts in Zoho Desk
We have recently started to use Zoho Desk and I'd like to know if there's a way to make child fields to get values based on an account or organization itself. For example, we manage tickets for several accounts but we also identify tickets based on their
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