Notification settings by user/team
It would be great to have Agent and Team notifications able to be managed/set at those levels. Having it at the Department level makes it hard. Example: I have a finance team under my Operations Dept. Since Finance only gets tickets once in a while, they want to be able to receive an email notification that a ticket has been assigned to them. The only way I can do that right now would be to set it at the Department level and then multiple agents under that dept get notified every time a ticket
Is there any way to retrieve multiple records by providing their record ids?
Hi Everyone, I got stuck in retrieving multiple record details by providing multiple record ids. I need to pass in a way where multiple record ids are given as input and retrieve the details of those multiple id's. In Previous version (V1) it had List Contacts By Ids API Calls, but in current version(V2) they or not available. Reference link :https://desk.zoho.eu/DeskAPIDocument#Contacts#Contacts_ListContactsByIds so can anyone please suggest some solutions to retrieve multiple record details by
Departments in Desk
Hi - We are relatively new to Zoho. In Desk, we have multiple Departments (Depts.) with assigned Agents. Is there a permission or role that can be created or defined that will allow an Admin to view tickets, work with the Setups for varying Depts. without becoming an agent of that Dept.? Any suggestions? Assistance appreciated. Thanks.
Need GST Invoice
Since 4th July 2019 I was asking zoho team to provide us GST invoice of our order. but till date Zoho Team are not able to provide. I never faced such kind of world class pathetic service from any service provider. I never recommend ZOHO as service provider. There is no such escalation matrix to escalate your concern
Api call don`t return all list of time entries. Response limit
I am trying to get list of all time entries by account, but api call return only first 10. How i can resolve this issue? As additional information, i am using trial account mayby limit is caused therefore.
How to Setup a Scheduling module with time windows for a service fleet.
How can we Setup a Scheduling module with time windows for a service fleet, with agents and teams, and have the address for each job site synced with the CRM, and have it posted to the ticket, and have a time schedule module that will have all the info for who will be available in that time frame, and who will be in that area on the proposed schedule date, and /or team. and that shold also be synced with Zoho Calendar so the agent/user can see his/her schedule for that or any other day.
Why it gives me bad request while I'm trying to create new ticket using postman
Currently I'm trying to create a new ticket, I set the subject, departmentId and contactId the required fields and it is still give me error: 400 Bad Request. I set the orgId and Auth. Key also, I can display Tickets, but I can't create new ticket. Thank you
Any way to globally change the timezone for users/agents in the admin portal?
I see it's an option in certain Zoho products, but not in Zoho Desk. Maybe I am overlooking something somewhere though. Any ideas? We have almost all users set in PST instead of EST. Thanks
Sync bidirectionnal desk to crm doesn t work
Hi, i configure desk and crm connector from each side for sync account and contact but desk account and contact still empty. When i had it manually to test in Desk i don't have sync in crm. I don't have any problem message everything seems to be well configured. thanjs
Multi Domain Users all going to 1 Department, how to set to respective departments,
Hello all, We are new to zoho desk (paying customer), we have created multiple departments in desk with the scope that each domain has its own department, for example user@a.com emails issue should go to A Department, then user@b.com emails issue should go to B Department and so on... currently all users irrespective of thier domain go to our main department, kindly advise what needs to be done to create a rule like: if *anyone*@a.com move ticket to A Department if *anyone*@b.com move ticket to
How do I search for tickets that have not been responded to
Hi, How do I search for tickets that have not been responded to or when the last touch was customer's? Is there a way to easily visually determine from the standard views? Tried community but couldn't find a similar issue. Thanks
Phone Brige not working(License check failed. Contact Zoho Support)
./../classes/:./../lib/HTTPClient.jar:./../lib/AdvWmsServerCommon.jar:./../lib/ZohoTeleAdapter.jar:./../lib/json.jar:./../lib/AdvWmsCommon.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar =============================================================================== . . REMOTE_HOME: ./.. . JAVA: /usr/bin/java . JAVA_OPTS: -Dadapter.home=./.. -Djava.util.logging.config.file=../conf/logging.properties . CLASSPATH: ./../classes/:./../lib/HTTPClient.jar:./../lib/AdvWmsServerCommon.jar:./../lib/ZohoTeleAdapter.jar:./../lib/json.jar:./../lib/AdvWmsCommon.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar
Zoho Desk slow
Zoho Desk used to run fine in Chrome for me (Windows 10). I had no problems. About 2 weeks ago, it slowed down noticeably. There is a significant delay when I type and then see what I typed. When I click a button, it can take a long time to respond (up to half a minute). Before, this used to be instant. I tried opening Desk in Edge but not much better there. My co-worker indicated she has no problem, so I wonder if there is a setting that was changed or something else I can check in my configuration.
Ticket reply notification being triggered when I reply
When I reply to a ticket via email I receive the ticket reply notification. How can I make it so that I only receive ticket reply notifications when the user replies, not me?
Ticket Data Discrepancy
We are currently evaluating the Zoho Desk to fit in to our workflows. We can see this is very much straight forward to fit the features of the Desk with the processes by little modifications. We were recently trying to update the contact details, such as Phone, Email and some custom fields we have added out of need to our requirements. So according to the basic flow if a user contacts through any source a contact and a ticket is created in the desk. So basically ticket is a shared part of contact
How can I modify the email template for approving end user signups?
Hi, I need to modify the email template (attached) which is isued to Admins when a request for approving end user signups in the Help desk web is submitted. I don't know where I can find it. Thanks in advance. Sincerely,
Only Show Notifications for Current User
In Zoho Desk, Notifications pop up any time any user does anything. For our support agents, we don't want them getting these distracting browser notifications all day long. How do we change Zoho Desk so that the browser notifications only display information for the specific logged in user, and not every notification about every user?
Zoho Desk - Twilio Integration
Hello, I've set up an integration between Zoho Desk and Twilio using their number inside the platform to provide assistance to our customers. So far, if a call comes in and all agents are busy or I can't let the caller stay on hold, and the call drops. Is there a way to avoid it?
Release of Zoho Desk REST APIs
We are glad to inform you that our new set of REST APIs are now finalized and ready for use. Some of you had offered to use the new APIs in the beta phase. As we mentioned when we provided you with access to these APIs in the beta phase, we have modified some of the APIs to facilitate easy usage. However, we have also taken extreme care not to introduce any drastic changes. The APIs will be backward-compatible with the beta phase APIs for a period of 2 weeks. Please upgrade your code to reflect
Abteilung / Kategorie (German)
Hi I ise the payed version. For first: I am wondering, why there are two terms for the same thing: In german this is "Abteilungen" in the configuration area. But in the Frontend this is named "Kategorien". Why? This is a absolutely no-go. For second: I opened a new "Abteilung" in the backend - but the "Abteilung" is not displayed in the frontend. I searched more than one hour.... nothing founf dor a solution. I need a fast solution. What do I wrong? https://support.meteomap.cloud/portal/home Thanks,
Email signatures per account
I am setting up a client of mine's Zoho Desk subscription, and they need different email signatures per account. They service incoming emails from multiple contacts per account and a number of accounts per department. Are there place holders I can use to dynamically set the Agent Name, Account Name, Account Email Address, Account Phone Number? These last two are what the contacts use to get in touch with my client, and so they need them to be present in the email signature.
Support Ticket not being generated when emailed from specific addresses.
Hi there, I am having issues where I cannot create a support ticked by emailing our c.service AT evolutionfulfillment DOT zohosupport DOT com. The problem seems to be limited to me emailing from a specific address or domain. If I email from my randy AT evolvewithus DOT ca email account, the tickets are not generated. If I email the address from my personal gmail.com account, or another alternative email address, the tickets are created as expected. I have tried deleting and re-creating our support
Any way to have two possible titles for "Resolution" in customer portal?
Hi, I really like that when a resolution is posted by an agent, that resolution comment sticks to the very top of all the comments in the customer portal. But there are times when we give a final reply to a customer that we also want it to float/freeze just like a resolution but unfortunately, it wouldn't be a resolution as we haven't solved the issue. But we want it to show just like a resolution where the user can see it at the very top of the ticket. Any way to do this? See attached of what resolution
View Ticket without an account
Is there a way to allow users to 'View Ticket' without them having to create an account/login?
Time Entry - Billing
Hello, Do you have plans to be able to create an invoice for a customer directly from the "Time Entry" tab in a ticket? I would like to invoice for anytime spent dealing with a ticket, so it would make sense to be able to create an invoice from all the data stored in the ticket at a suitable time such as when the ticket is closed. Something like the "Timesheet" function in Books would be perfect so then you can decide which elements of the ticket also get included in the invoice. It would then be
Non-removable standard field - Due Date
Hi there, On the Help Center ticket form, I see the Due Date field exists and is actually non-removable. I would actually like to present this field on the Help Center for end users to enter a date if they choose to do so. Unfortunately, the field is not visible. I see that I can mark the field as "required", but I definitely don't want to do that. I see it more useful for HR let IT know when a new employee will be starting work, but less useful for others who are just reporting a computer issue.
Way to make icons on home page clickable?
Apologies for what is probably a daft question, but is there a reason you have to click on the text instead of the icon on the Elegant help center theme? These icons: Is there a way to make the image also a link? I'm not experienced enough with HTML or CSS to figure out anything on that end myself...
Multi-Line Field in Help Center ticket form
Hi there, I just added a multi-line field in to the ticket form, but when the user submits it, none of the information captured by that field is sent to the main ticket conversation. It isn't even sent to the Ticket Properties panel on the left. The only place I can see the captured information is on the History tab. Is this correct? Why would an administrator add a field to the ticket form, if the only place that information would be visible is on the History tab? What is the deal here? Cheers,
Webhooks in Zoho Support
Client would like to send a webhook to Slack whenever a ticket is generated in Zoho Support. Is this possible?
2 clients in a ticket?
Is it possible to have 2 clients in a ticket being managed by a service agent?
New Zoho Support UI - Unable to move a ticket to another department when editing a ticket.
I see that we have a move ticket options under the three dots and selecting move. However, If you edit a ticket you can see the department. But you are unable to change the department in ticket edit mode. Just wanted to let you know. Thomas
Spam contacts in CRM from Desk
Hello, We use the integration between Zoho Desk and Zoho CRM. According to this integration the contacts from Zoho Desk clients sync to Zoho CRM. Unfortunately the integration has one major issue: Contacts created from Desk in CRM have no Lead Source. This is a major issue because: 1) Spam contacts are also created in CRM, and CRM is now full of this shitty emails. 2) Those contacts sync with Zoho Campaings and they (a) bounce, and (b) we pay for them because the tarif plans of Zoho Campaings depends
You cannot create tickets for spam contact
Hi, I am trying to create the ticket on user's behav. However, once I am typing an email address of that person, the system is showing me following error msg: You cannot create tickets for spam contact How can I remove that specific email addres from "spam contact" and how can I manage the 'spam contact' list? Many thanks, Z
Time Spent Reports/Dashboard
Hi, I would like to create reports or dashboards so I can see where time is being spent by Agents, but also by customer, and by categories created with custom views. I would like to be able to get an overview of day, week, month, year but be able to drill down if need to look into cases that have taken a large amount of time etc. Does this functionality already exist? A dashboard would be great but a report would do, currently getting a bit lost in the custom setup
Notify agents that a new ticket has not been responded to after a certain amount of time
In attempts to keep our first response times low I would like to setup a notification through the Zoho Desk notifications or Slack channel (once that feature is available) if a new support ticket has not been responded to after 30 minutes to notify the agents that there is a ticket awaiting a response. I've seen that there's a way to notify of all incoming tickets but I only want to notify if a ticket sits for 30 minutes without a response. Is there a way to do this?
Possible to share tickets between two Desk setups?
We source some of our hardware via a distributor, who handles all warranty claims for those products. It turns out they are also using Desk for their own tickets. Since we both use Desk, is there some way we can pass a ticket along from our Desk to theirs? For example, if one of our customers makes a warranty claim to us but it involves their product, can we send them the customer's ticket instead of filling another out ourselves?
Zohodesk Copy Paste issue
Hi Team, When we paste some table from excel or Onenote to zohodesk tickets earlier tables used to copy proper without any issue. Now when we paste tables its assuming as image. Please suggest a solution for this.
Integración Elastix 2.4
¿Existe algun problema de compatibilidad? actuamente ocupo la distribucion 2.4 de Elastix
Zoho Support - Video Tutorials / Training?
Hi: I cannot find any video tutorials / training for Support Representatives. Are there any on YouTube or somewhere that I missed? Are there any recommended user training tools? Thanks for your help, Mark
Change CSS And HTML code of New Ticket Form
Can we customized new ticket form. I would like to change CSS so the form can fitted into the full screen mode. Can we change CSS???
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