XCODE ZOHO SDK Framework Integration Error
Hi team, We are getting the following error to integrate ZOHO Portal SDK. Kindly check and let me know the solution to integrate Zoho SDk in Swift 4.2. Module compiled with Swift 5.1.2 cannot be imported by the Swift 5.1 compiler: /Users/parthi/Downloads/ZohoDesk-PortalSDK-Sample-apps-iOS-master 2/native/ZDPortalSDKDemo/Pods/ZohoDeskPortalSDK/native/ZohoDeskPortalSDK.framework/Modules/ZohoDeskPortalSDK.swiftmodule/x86_64-apple-ios-simulator.swiftmodule
Decline approval or Cancel approver
We use the Approver option regularly in our support operations. This has worked well in the past, but we've run into an issue as of late. Recently we've seen where an agent is tagged as an approver, but that agent is either out of the office or unable to act on the approval that day. While we do our best to not tag someone who is out as an approver, there have been times where the user leaves the office without notice and they are then tagged. In these instances, we would like an ability to either
email reply stay with original agent and not create new ticket
How do we set email replys stay with original agent and not create new ticket
"Receiving a new ticket" and "Receipt of ticket reply" not working for Contact Notifications
Hi, Customers are not receiving an e-mail notification when they submit new tickets, nor a receipt when they submit a reply. In the Notifications Rules, I made sure "Receiving a new ticket" and "Receipt of ticket reply" are both enabled. "Receiving a new ticket" was previously enabled and "Receipt of ticket reply" was initially disabled. The "Closing a ticket" is working, customers are receiving this e-mail when a ticket is closed. I made sure the "From" address in the e-mail template form is selected.
Unable to Process Your Request: Field Customization
Why will it not let me customize these fields.
Sync Contact between CRM and Desk / Support
Hello, I have set up Zoho Desk and CRM integration. I have the ZSC key correct. Zoho Desk is adding to the CRM but Desk is not pulling in CRM accounts so Desk is only adding to CRM. I have over 900 accounts in the CRM and only three are showing in Desk and these were added by an agent. Two way sync shows Desk to CRM but no CRM to Desk activity. Any assistance would be greatly appreciated. As an aside, I waited for 47 minutes on the support line as "caller number one", not sure if that is normal,
Make Ticket Information a required field when replying or closing a ticket
We are setting up our Ticketing system and we wanted to make ticket information such as category and sub category to be a required field before an agent can reply back or close the ticket.
Domain Mapping and SSL Certs
Just for clarification, if I want to use domain mapping such that the cname I setup on my server as support.mydomain.com maps to https://support.zoho.com/support/mydomain ... I need to purchase an SSL Cert through you and have you install it on your server? Is that correct?
Zoho Desk: Much needed feature
I almost can't believe this isn't a feature as it works on all other ticket systems we've used. In Zoho Desk, if we raise a ticket for a customer and attach a file, an email is sent to the user, but no attachment is sent. This is really quite simple and surely it must be popular. The only option given to us by Zoho is to 1) Create the ticket then 2) reply to the ticket with the attachment. Example use case: Sending a design for approval to a customer.
List View Customize Fields
Hi, is it possible to customize and add more fields to be displayed in the List View? Something like this:
Ability to move Knowledge Base Articles between departments
Hello, It would be great to move Knowledge Base articles to different departments. We have 3 departments and over time their responsibilities can change. It would be nice if I could move an Knowledge Base article that contains the how to do something to the right department.
Zoho Desk SDK for Mobile
I need to integrate Chat from zoho desk with my android mobile App is this possible?
Knowledge Base - Can you tailor it to a specific client
Our small firm is in the process of moving to Zoho for PM purposes. As part of the move we are exploring the features of Zoho Desk. We are a re-seller and implementer of accounting software. Our clients are in diverse industries and the software can be customized in millions of ways. As a result, even clients in the same industry may need separate instructions on how to perform a certain task. Is there a way to tailor the knowledge base for a particular set of client users? For example,
Automated Escalation Emails
Hi there, I keep receiving simultaneous escalation alerts about tickets via email even though they are closed. I am receiving them every day. Can somebody please tell me why this is happening? It is really annoying and is clogging up my emails. Thank you in advance. Daniel.
Integrate with FTP Server
I made a similar post in the Desk Api forum but thought this part of the community might prompt more discussion... We require links on our Desk Portal to a secure FTP server for customers to download products, project files and documentation. There will also be a link to our FTP server where they can upload files. None of this data can be email attachments. Customers will login to our Desk Portal using credentials established through the normal Desk "new user" signup process. Then besides being able
Stop displaying ticket number in reply
Hello, I tried contacting support several times but I didnt have much luck, the thing is, I am starting to use zoho desk but I want to choose in which department I get the ticket numbers displayed and in which department I stop putting them there whenever I make a reply. The thing is that when I reply in the subject it displays Re:[## 166 ##] (No Subject) where [## 166 ##] is the ticket number, and I want it to display it like Re:(No Subject). I will be waiting for your response. Best regards!
All Contacts information in Zoho Desk from Custom field.
When I search contact name in Desk it populate all the RECORD automatically by lookup, Is there any solution from custom field that maps all the fields just like happens in contact name.
How do we display knowledge base categories directly.
Hey, We tried to add asap widget to our platform, where in when users click on knowledge base they get to see the product as a category when we click on it then it shows all other categories listed. Sample could be found on dev.goldensherpa.com Looking forward for help.
Tickets & Calendar
Hello, Is there a way to show your tickets and date / time sync with a calendar?
Blueprint - Auto Transition
Is it just me, or it seems that the option to "Auto Transition" has disappeared from the create transition in between states in blueprint. We used to be able to use this just two weeks ago, but we cannot seem to find it last week. We even still have it on an existing blueprint. Any ideas how I can create autotransition?
Make Help Center articles visible to the right people
We are using our help center to support customers and partners. Our partners support our customers worldwide. All are registered users and have to logon to our help portal to raise a ticket and see knowledge articles. Some articles however, should only be visible to our partners, not to our customers. We rather do not make our partners agents in our system. Our current solution is to give a clear warning at the top of a partner article that this article is meant for partners and that customers should
"Submit Ticket" Page Not Showing
I am trying to edit CSS and add widgets to my pages but the "Submit Ticket" page won't show in the list. All I see is "Home" and "Knowledge Base". How can I make changes to this page??
Multi-department Permissions in Desk
Hi, I have several techncians belonging to Department A that would need to be granted access permission on Department B. Technicians in Department B do not need permission on Department A. I have tried setting users on Department A also Department B. This has the problem that, when a ticket is created on Department B, they are also notified by email. So are the admins, and we have had to disable the notifications. I have tried enabling the Multi-department Permissions this does not permit a user
Zoho Desk - Jira Mapping
Hi Zoho Support, I would like to know if there is a way to map the Zoho Desk Priority to Jira ? Priority
Favicon doesn't show
I added a new icon to the site, but nothing is showed. Can you help me? Sorry for my bad english
Translate Zoho Desk
Inside of portal is translated but I don't achive translate the view of client. How can I to do this?
Reply to ticket includes all old responses ending up with a confusing and ugly reply
Hello, Is it possible to make it so that when i click reply on a ticket that it does not include the customers answer to the ticket but ONLY my reply ?
Alerts/Rules question about automated responses after a brief period of time
Our requirement is this: We currently create Zoho Desk tickets upon receipt of emails to our support address. Each ticket is automatically assigned to an Agent upon receipt. If after 20 minutes of creation the Agent has not yet replied to a ticket, we want to send out an automated email assuring the customer that the ticket is assigned to a named Agent, and that it is being actively worked on by a human, and that they will receive an update as soon as possible. In order to do this I created a new
How can we set up password creation prompt during agent invite?
Hi, Our support center have recently started using Zoho Desk and I've been faced with issues about setting up a password, and using the Forgot password option. On the invitation link provided to the agents upon creation of their account, they are immediately logged in to the system without having to set up a password, and going to Zoho Accounts to change password requires the current one which they don't have. So best I can advise them is to use the Forgot Password option. However, agents have been
How do I link an article in another article?
Within the knowledgeable, there is a place to link: When opened: However, no matter what key words I enter, even if I enter the exact title of the article, nothing populated: It always says "No matching article found". This is the exact title of the published article within the same department, in the same desk application of KB. Is this not the functionality of this feature? If that is the case, what is the functionality of this feature? If this is the intended functionality, how do I get it to
Custom function to save a draft based on an email template
Hi everyone, I have a question about custom functions. Situation: there is a transition in a blueprint on Zoho Desk where an user has to send a reply to a ticket based on an email template that must be slightly modified each time for each customer. Problem: since the email must be modified it can't be set up as an automated email in an Alert in the "After" phase of the transition. At the moment the user must select the reply option, find and select the right template, edit it and finally complete
Adding a ticket on behalf of a client while not exposing it to the client
Hi all, I have a scenario I wish to resolve here. We're using Zoho Desk and Zoho CRM, all nice and synced. When a new client is signing (we're a B2B SAAS), we will open their account in Zoho CRM, and start the integration phase. Here is what we wish to have: 1) Once the client's account is up and running, we wish to start the integration 2) During the integration, we wish to have dedicated tickets in Zoho Desk, under the client's account, but - without letting the client see or have any notifications
Email Notification to Account Owner when Ticket Opened
Hello, I'm trying to send an email alert to the Account Owner in CRM when there is an opened or modified ticket regarding their customer in Desk. When I try to create a rule for email notifications when a case is created or edited, I cannot find the condition for cases matching the Account Owner is "user name". There are many other fields such as Case Owner, but I need the account owner to receive an email. Looking for guidance. Thanks.
Reset - Zoho desk
Dear We would like to reset out zoho desk instance and re-building as new implementation thus is possible..
Exported CSV detail is off from headers
I am exporting my data from Zoho desk using a view. The headers is row 1 match with all of the detail except for the last row. it looks like there is 1 header record missing causing the detail to be off by 1 column. How can I determine what is causing this?
From Adress is displaying on behalf information
Hello, I have a problem to set "from" address for e-mails sent form zoho desk - it always showing "on behalf" information like: support=mydomain@eu-service.mailer.zohosupport.com; on behalf; Helpdesk IT <helpdesk@mydomain> What I did: -set "from" adres using my own SMTP server and verified e-mail adres (heldpesk@mydomain) -enabled the address -assigned the address to appropriate department -changed "from adres" on templates and enabled them Still all communication (including automatic reply) is
File an issue in JIRA fails with 'Something went awry in the issue's property fields'
Hi We are in the process of migrating to Zoho from another solution provider. The issue we have is with the Jira integration. Whilst we are able to connect we keep getting the error: Something went awry in the issue's property fields. We do have a couple of Jira Mandatory Fields that don't appear on the Zoho Create an Issue dialog. These are 'Original Estimate' and 'Remaining Estimate'. As such I believe these to be the root cause, however I cannot see a way of creating these fields. Regards Adrian
Attaching File or linking ZohoWriter doc link to Desk Ticket Templates
We currently use CRM and are exploring adding Desk. We have MSWord and ZohoWriter form fillable docs that contain a specific series of tasks that must be completed for specific support cases. These tasks then must be reviewed and signed off by QA/QC. Can specific MSWord attachments be added to Ticket Templates so they are immediately available for edit once a template is selected? Can a ZohoWriter link be added to a Ticket Template so that a form fillable doc is available to the ticket once the
Auto attach files in tickets
Dear, Appologies in advance if this question has been answered already but i could not find the right answer myself. I'm new to ZOHO desk and i'm trying to set up a standard email template to reply with to certain tickets. I've managed to setup the email template however i want the email to auto include an attached file, is this possible? In short i want to be able to (manually trigger) a standard email with attachment to send as reply to a recipient. Any help would be greatly appreciated. Thank
Suggestion: Auto Tag/Label/Assign new Requests learning from already closed Requests
Suggestion : Auto-labeling the requests or even auto-assigning the request will save lot of time and increase productivity Labels and assignee of new requests can be predicted from already closed requests.This can be achieved using machine learning. The output might not be full proof and it would result in some faulty predictions. In that case the assignee can change the status to unassigned. This would really solve much time in large teams where many team member needs to go through all the requests
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