Updating Departement info isn't reflected on portal homepage
Hi, I tried updating the details of a department (Name, Display Name, Description) but that doesn't seem to have any effect on what is showned on the portal. Is there a way to update that information after the initial creation? David
Webhooks in Standard Plan
Good Day, Can I use the webhooks in Standard Plan? Thanks, Jhon Paul Del Valle
Customer Portal Improvement
Hello we need to be able to add COntact /Account fields to Registration form in CUstomer portal. 1. if possible to ad redio buttons to enabling visability of the fields in Registration page. 2. also Checkbox for Privacy Policy and Terms before Registration button should be enabled. my Service team is facing the problem and considering switch to competitors system, please help. Regards, Eduard
problem with links in copy text
Hey. We observe such a problem. When copying a table, there is a text with a link in the cell, when we paste it into the ticket response, the link is not always saved. there is no regularity.
Problem with signature
When sending a message by ticket, after signing inserts a large empty space. What could be the problem?
Why can't I see an attached document in the KB when I enter normally and can see it when opening the article in the Help Center?
Scenario: Create article in KB Attach a document as downloadable attachment Publish it for All Users Go to the article Login to the portal as a customer Navigate to the article Expected result I can see the attached document as an agent in Zoho desk when navigating to the KB (step 4); I can see the attached document as a customer when in the Help Center and navigating to the article (step 6) Actual result As an agent I cannot see the attachment in Zoho desk when navigating to the KB (step 4); I can
Custom Customer Portal.
Good Day, Is it possible to upload my custom customer portal in Zoho Desk? (ASP.Net webiste MVC) Thanks.
Email notification for new tickets
We are not receiving email notification when new tickets are logged. Please assist
Move a community topic to a different forum
Hello, Is there a way to move a topic to a different forum? Also, how can I stop forum posts from automatically turning into tickets? Thank you, Theresa
Can I upload a document to a knowledge base article that customers can download?
For a specific article that is about how to build up a particular profile in a document, I would like to add a default document that we share with our customers in a training. In order for them to have acces to such a document at all times, e.g. in case they lose it, I would like to add the document to the article so that they can download it there themselves. Is that possible and, if so, how? And, if so, are there restrictions to the type of documents?
Thread level Keywords?
On some of our tickets, we have recently started seeing thread-level keywords. Can you tell us what this functionality is and how to use it. Looks like it just started happening today!
Feedback Widget vs ASAP?
Other than the difference of look where ASAP button shows up as a distinct button, vs Feedback widget that shows on the side of the page. Are there any other differences? How do we decide which one to implement? Also, looks like we can have a chat functionality in feedback widget. If SalesIQ is enabled would SalesIQ be used as chat in feedback widget?
"Dashboard" tab missing
I've logged into Zoho Support this morning and realized that the Dashboard tab has disappeared. Is it a problem specific to my account or has the Dashboard tab purely and simply been removed from Zoho Support?
How to add a block of text to a ticket
Hi I have a need to add a block of text to help my users navigate/understand the ticket form. Statis tool tips are no good as the amount of text is limited, changing Section titles doesn't work either due to the limited amount of text. It would be great to have a simple text box that can be populated. I saw in an earlier post that there may be a way to edit the CSS to include some text. Can I get some advise on this or any other option I may have? Regards Scott
External support ticket sharing
One of our vendors has followed our example and moved to using Zoho Support for thier Help Desk. (Any kickbacks?) Is there a way to add them into our Support Desk to allow them access to a particular department so that we can share tickets and assign them certain tickets or tasks? We could of course simply email their system, however if we do it from within Zoho, then our ticket numbers in the subject conflict and either causes an auto-response loop based on our mutual reply settings, or wrong
Asana integration
Hi, When I create an Asana task from Zoho, is it possible for the Asana assignee to see the ticket information (fields)? How can I do this? Thank you for advising!
In Ticket Template - limit Contact Name to Agent who is logged in
We want to limit the Contact Name field to the name of the Agent who is creating the ticket (the agent who is logged in). We have had issues with Agents opening tickets under other Agent's names and we'd like to create this restriction to solve that problem. Presently it is a drop down field with all of the agents listed.
How to Make user login automatically by using credentials from another source
Hey, I have a SaaS based product, We have hundreds of users using our solutions. Here is scenario where I need help? I would like my users to create from tickets directly from my software page. I would like them to check previous tickets logged by them. Important point is, I don't want them to create a new username and password for DESK, I would like to use my software User Credentials to allow them login and create/ check tickets. How do i achieve above scenario?
How to change community display name
How would i change the display name in for me in the community? It currently shows as "jplant01 " i would like this to say something else?
Notifications, pop-ups and reminders
im totally new to this, and im setting up Zoho desk with a few Test Tickets. i am setting up reminders. some are a day Before the due date, some are ON a specific day and time. all the reminders have come and gone without any notifications. no pop-up. however, i DID get an email reminder, (the "day-before" one) but still no pop-up within Zoho. (and as a side-topic, id like to change where the reminder email goes too, and i dont know how) i also added a Test reminder to the Activities Tab at
Macros and workflow conflict
I set up a workflow and a macro with the following contents: - Workflow: If certain fields are not filled in, the ticket status will be changed from Close to Open - Macro: Update status to Close When I apply the Macro, the ticket is changed to Close even though the fields specified in the workflow are still empty. No further workflow was applied to turn it back to Open. How to set up so that agent cannot close the ticket when there some fields are not filled? Thank you!
Zoho Desk embedding screencast video
I have an account with TechSmith Camtasia and their screencast.com system, it allows a method of hosting videos similar to YouTube but without advertising etc I am trying to add a html embedded video from my screencast.com account to my Desk - KB articles unfortunately at present i am stumped on my first article it lets me add but seems to strip out the video aspects on save help please Below is what i paste <!-- copy and paste. Modify height and width if desired. --><iframe class="tscplayer_inline
My ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@kimbodev.zohosupport.com from a test client account no ticket is created. Help appreciated.
Spam Filter
We have removed the spam filter, but emails are still going to the spam folder.
Blueprint transition owner added - but not allowed to execute transition
We've been working with Blueprint for some time now. Due to a change in staff, I've added a new agent as transition owner to several existing Blueprint transitions. However, the newly added colleague still can't see the transition options in the existing tickets. If we open the flowchart, his name doesn't show either. Will he only be able to transition the tickets that have been raised AFTER the Blueprint change? In my opition, that would defeat the purpose of allowing changes to the Blueprint permissions
Different background colors for each email
We have tickets in our desk containing over 10 email messages. (back and forth, from and too customers) It would be helpful if there is some background color change to see if it was an inbound or outbound message. Is this possible in the current version? Or is there another way we can easier differentiate (just by looking at it) to see if it's a customer response, or a response from us to the customer? (everything has a white background now) thx in advance Regards Marco van Vliet Active Ants BV
Changing the language of the portal
Hi, we need to deliver support in 8 different languages. Whilst I can change the language of the support portal. The menu's still remain in English? Anyone who can guide me towards the setting of that?
Zoho Desk is deprecating support for Internet Explorer
Hello! In with the new and out with the old, right? In that vein, Zoho Desk will be discontinuing support for all versions of Internet Explorer. But worry not, Microsoft users. We still support the three latest versions of Microsoft Edge. Here's why this is happening. Internet Explorer is rather obsolete and is unable to handle a lot of our features. In fact, Microsoft themselves currently support only the latest version of the browser. This essentially means that issues—even security glitches—within
How to disable some products?
Hello, We have an extensive list of products in Zoho desk and many of them are already deprecated and we would like to deactivate them. I have seen that there is no option and I would like to know if there is any provision to enable that feature. Thanks a lot
Downgrade to Free Version w/o wait for trial expiration
Please, help to downgrade to the free version of Zoho Desk. Thanks
Sorting Departments in Knowledge Base
FYI, we had our departments custom ordered in the KB so our most important one shows first. I've been adding KB articles and notices the departments were not in the correct order. I changed the order of one department, refreshed our customer portal and they all went to the correct order.
Different email notifications to different users based on email address
Hi, I am on the Zoho Standard plan. How can I create rules that will allow me to select 2 different email templates for the notification rule called: "Acknowledge contact on receiving a new ticket" based on the contact's email domain?
KnowledgeBase - See Article Views for week/month/year/custom
Hello. I've started looking into the metrics around our KB articles. Is it possible to see what articles were viewed over a specific time-frame (week, month, year or custom)? Like you can do with Failed searches, keywords etc The numbers in 'Trending Articles' or 'Article Effectiveness' don't change when I alter the the time frame; I assume they show all-time views? Is this a bug? Thanks Dave
Error Opening Attachments
My originzation is receiving this error message when trying to open all attachments in Zoho Desk. Oops, something went wrong while opening this attachment. Please wait a minute or two and try again.
Restricting agents from editing customer issue description
I'm creating a ticket automatically in desk through an api where i m capturing the issue description also when the agent logs in he can edit this description is there any way i can restrict the agent to so?
Pas d'envoie de mail
Bonjour, Lorsque j'ajoute un client en tant que utilisateur final, le client ne reçoit pas de mail (pas en spam) idem sur l'acier ré-inviter Le problème est depuis le début et je ne peux pas déployer mon helpdesk . c'est URGENT Merci de votre aide
Allow a start date for a KB
The KB articles have the ability to have an expire date. It would be very helpful to have a way to keep the current KB but have an unpublished version with a start date. At that time, that would become the main article and the previous would be in the version history. Many times we need people to modify a KB and get it ready for a release date but until that time we would want the old KB to still show. Right now you have to add to your calendar to remember to publish your draft.
ASAP Extension problem with tooltips for node vue Quasar web app
We have an application coded with Vue Quasar Framework that we are trying to make the Zoho ASAP extension work so we can display tooltips to users. We have added JS code and we have created the tooltips, but in order for user to hover or click them, the user needs to refresh each page they visit once before tooltips start to work. The app is an SPA app. Has anyone run into this issue before?
Data value in helpcenter
How to check if someone has entered a number here: and display a message that the field cannot contain numbers.
How do we turn off the auto creation of a ticket when a chat is initiated?
Just yesterday (a busy day, but not super unusual for us) we handled about 800 chats as a team. All of those chats were automatically converted to tickets, so at the end of an exhausting day, we all had to go back in and close those tickets. This is true every day. That added work at the end of the day seems unnecessary. Not to mention, it's possible we missed some legitimate ticket creation through other channels because we were just closing these chat tickets in rapid fashion. What we would
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