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???
List/catalog of variables which can be used in email templates
Is there any List or a catalog with all or the most common variables for email templates or snippets etc.? Something like: ${Cases.Request Id}, ${User.First Name}, ${User.Last Name}, etc. Regards
Need help on how to create a ticket via the API - I keep getting an error?
{ "errorCode": "BAD_REQUEST", "message": "Bad Request." }
Creating an automated Employee Termination process/workflow/checklist
Hi folks, I am relatively new to Zoho Desk administration, but have been digging in hard for about 3 weeks now. One of the first problems I have come across is how to transport an employee termination process from our old ticket system to a similar method in Zoho Desk. I will try to explain as simply as possible. A representative from Human Resources fills out the new ticket form, and chooses "Employee Termination" from the "Issue Category" picklist I added to the IT department's Ticket Layout. Once
New Ticket button not appearing in multi-branded portal
We have one "main" Help Center and a secondary standalone Help Center (because we don't want the second form on the same URL). We are using the "Elegant" template, and we haven't made any changes outside of minor text edits. On the main center there is an Add Ticket button on the right, like this: But on our other page, the button doesn't appear: It appears fine on a ticket's page after you have successfully made one, but it still won't appear on the list page even once there are tickets present.
Pasting screenshots to Community
Hi! Are you planning to add mentioned feature someday? We really miss that and many users don't want to use the Community module bacause of that :/
Sitemap for Desk
Hello; I have been looking in the documentation and forums and couldn't find an answer. Is there a sitemap that is created for our Desk account? If there is a sitemap created, is that sitemap submitted to Google? If a sitemap is not created, what do most Desk accounts use to create one for themselves? Thanks
Issues with notification emails going as Spam email
Hi Team, Issues with notification emails going as Spam email please resolve my issue on urgent basis. Thanks, Shamsher Kushwaha
Domain Mapping Issue
I have a serious issue from Zoho Support. I somehow go the domain mapping incorrectly and now I can not log-in my account. How to I undo the problem? I get this message. 404 Not Found The server can not find the requested page: www.support.amtechsystems.com.pk/support/amtechsyshelp/ShowHomePage.do (port 443) Please forward this error screen to www.support.amtechsystems.com.pk's Please help?
Possible to turn off notification to agents when a new ticket arrives in a particular department?
To explain a little why we want this: We get automatic alert messages to our support email about the state of our product's servers (when they are down or experiencing a fault, for example). We want them to be in Desk so the information is readily accessible, so we created a department for them, but we don't really want to be getting the email notification every time they arrive. Is there a way to turn that off? We only want it turned off for one department. The notification settings that we can
Ability to Re-order Assignment rules?
I've created Assignment rules that I believe trigger in order of how they are listed - is that correct? Is there a way to re-order those rules and move 1 above another?
Regarding authorization process
I am using Zoho desk api. I am making the authorization process. I got the response code but when I sent it to token URL its show error "invalid client" and say its wrong url. https://accounts.zoho.com/oauth/v2/token?code=1000.890fdd50adcf053b77cedb42f7a758b2.7c8b6dc1644c16ba2fae5991de57d825&grant_type=authorization_code&client_id=1000.3E6C4HZSFLFQ615860IUB1EZAUEGLV&client_secret=ba5c285dcf5e6d4ec8dc35953e2d8725a7ee5e6b48&redirect_uri=https://cordcomtechnologies.com/UVN_Webhook_Work/zohodesk_webhook.php&scope=Desk.tickets.READ,Desk.basic.READ&state=-5466400890088961855
Need help on how to add a support ticket via the API - I keep getting an error?
HI, I'm trying to add a support ticket using cURL via the API but I keep getting the following error 1001Unable to process your request. Please verify whether you have entered proper method name,parameter and parameter values. I have the code below. I'm sure I'm doing something wrong but the API documentation is really light in terms of examples and details.Am I messing up the XML? (I've removed the auth code and portal names form the code below) //Initialize connection $ch = curl_init('https://desk.zoho.com/api/xml/requests/addrecords?');
Zoho Desk - Domain Mapping - https
How do I enable https:// after successfully mapping my domain(s)? Thanks, Paul
Excluir Portal Help Desk
I created two portals for me desk.zoho.com and now I want to delete them. How do i do this? T
Please add FULL TREAD placeholder to templates
Hi Zoho We get informed about tickets resolution using notifications. I receive a notification that contains ${Cases.Recent Thread Content}. 1) You have a bug with it. Not always it contains the real recent thread content. It may contain the last but one. It seems that I am the only one who uses it since you have not fixed this over the last 3 years. 2) Please add a new placeholder - Full Tread. Because this is actually what we need. This is the major issue we have with Zoho Desk after switching
Ability to view or open multiple tickets at the same time
We are the "middleman" in our industry and we work between customer and client. Often times, we are multi-tasking and need to have multiple tickets open at once. I would love for Desk to be able to allow users to view OR open multiple tickets at one time. This feature is available in Zendesk but we are moving to Zoho so we are hoping we will be able to do the same multi-tasking.
Edit Client "My Information" fields.
Hi when a client goes to the client portal and signs in, then say wants to edit their information ("My Information") . is it possible to add extra fields to allow them to update say address, phone numbers etc that feeds back into their record in Desk (and then to the CRM.) I have searched at length but cant seem to find this Kevin
Locked out of Zoho Desk (domain mapping)
I applied the incorrect url in the domain mapping and now locked out of our ZohoDesk account. We have no accesss to ZohoDesk log in credentials or UI. How do I gain access? Can you fix this please?
Re- Alphabetize Ticket Fields
We have a ticket field called "sub-category." Sometimes it's necessary to add new options to the picklist. For agents, the new options are alphabetized correctly in the list. However, in the customer portal, the new options appear at the bottom even after using the "sort alphabetically" tool in "Edit Layout." Do you have any suggestions on how I can alphabetize the fields with new additions?
Doesn't display closed ticket
I have for testing purposed 1 open and 1 closed ticket. The system doesn't show the closed ticket when i select the view for closed tickets. In the display 'ALL TICKETS' it counts the ticket, it sais '2 tickets' but it shows only one... Could someone check?
Turn off spam control
Could you please turn off spam control for my account? Support requests from my website will come into spam is i sent in the senders e-mail adres. Kind regards.
iFrame code in knowledgebase articles
Yesterday while working on a knowledgebase article I attempted to insert an article from our user guide so that I wouldn't have to recreate the content and then have two places to keep it updated. It would be super helpful if you would allow the use of iframes in knowledgebase articles - we have a separate user guide that houses a lot of the same content and for obvious reasons, being able to show the same content in a knowledge base article would be super helpful. Thank you for your consideration!
Domain Mapping
Hi I'm new to ZOHO Desk and trying to map domain to my company's domain. I have completed the pre-requisite configuration on my DNS and added a CNAME record and pointed it to the one mentioned in ZOHO's documentation. When I try to add it into my ZOHO Desk configuration it never moves to the step # 2 and shows following message "Make sure you've mapped the CNAME entry and linked it to desk.cs.zohohost.eu on your domain hosting site." It has already been round 24 hours since I made the change on
Getting the ID of a team from its name
Hi, Is it possible, in a Deluge function, to have access to the ID number and detailed information of a team based on its name, in the same way that the searchRecords method already makes it possible for other modules ?
Images are showing on preview but not loading on KB site
Images are showing on the preview and edit mode for the KB but if any user go to the support site the KB articles does not load images, just show the links. Links are to a external site, but they are all working. Images are not hosted on Zoho Desk.
Created an Article in Zoho desk KB but , Permalink is not available for the same
I created an Article in Zoho desk's KB but , It has no option of Permalink to share with the client.
What is the limit of pick list custom fields?
I'm trying to upload a number of values on a custom pick list field I made, and past 1194 records, it gives me an "unable to " process your request" error. What's the current limit and can it be modified? I have around 2360 records I need to put in there. If it's not possible, can you give me a work around? Thank you.
Sending Response to caller in form of SMS rather than E-mail.
Hi Zoho, I have created several dependencies in my ticket layout i.e selecting a option from drop-down automatically fills other drop down column. I want that on basis of a particular drop down column when I response on ticket a KB Solution article link get delivered to the caller's mobile phone in form of SMS. Is it possible through Zoho?? EX:- Problem reported was Keypad not working and once I select the problem in ticket layout and click enter an SMS with the solution to that particular problem
Want to setup a notification for agent when the ticket due time is 2 hrs
Hi, I want to setup a notification for Agents when the due time reaches 2 Hrs. I meant if the ticket's due time is 03:00 PM then both Superviser and agent receives an alert at 01:00 PM for the same that , due time is near resolve the issue ASAP.
Notification Time
When the ticket have 3 days notify the supervisor of the person that open the ticket?
Remote Authentication to Office 365 for End Users in Zoho Desk
Hi all, i have successfuly set up Office 365 for agents and set up my support page with a CNAME in my DNS registrar (https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain) Now, i'd like my end-users to log in with their "email" account (hosted in Office 365 with AAD) but i'm not able to find any hint on how to do or even if it is at least doable. i've followed this procedure below but got stuck pretty quickly... https://help.zoho.com/portal/kb/articles/setting-up-remote-authentication
Knowledgebase - Can we force the top 5 articles shown under a category?
I'm looking at migrating our KB over to Zoho. I can re-order categories, and I can re-order the articles within each category. However, on the main KB page, users see the categories with the latest 5 articles shown under each. Is there a way to override this and show 5 specific articles under a category? For example, one category is a User Guide, I'd like to have the top 5 articles be the first five articles of the user guide (instead of the last articles that I updated). Thanks Dave
Do not assign ticket number based on an email address
I have a SPAM report from my mail provider that comes each day to our support address. When it is received it automatically creates a ticket. Is there a way to specify that if an email comes from xxxxxx@domain.com do not create a ticket, just disregard or delete? I get one each day and creates 30 additional unnecessary tickets each month. Thank you, Mark
Easily send your Cx Egnyte documents from Zoho Desk
When you receive a support query from your customers, you might have to send them help docs or an on-demand video to educate them in the most comprehensive manner. If you’re using Egnyte—a cloud-based document management tool—to store and organize your documents, things just got easier for you. You can now send documents from Egnyte to a customer from inside Zoho Desk itself without shifting between tabs and windows. Installing the Egnyte extension for Zoho Desk can help you ease your support operations
Create tickets in Bulk
Hello, It is possible to create tickets in bulk? For us is required for proactive tasks like follow up and actions with many customers. I tried with import csv or excel but a lot of tickets and accounts has been duplicate after import . Maybe exist another smart way to create tickets in bulk and assign them to agents with round-robin. Thanks a lot.
Desk Comments in Contacts
In Zoho Desk, you can go to a Contact and add a comment for that Contact. It would be helpful if that comment would show up under the Contact and Account Overview. Otherwise, you don't see the comments unless you are looking for them. This would be similar to how when you add a Note to a Contact in CRM, that note will show up in the Account notes.
Issue importing contacts
Hello. I started today to try the app in order to decide which shall we use on our little company. The first thing i tried to do, was import contacts from our CRM (very old version of vtiger crm). From our crm got a csv to import in Zoho desk. I do the complete process, and when contacts are added, the Name field shows a big number (411555000000121033) instead of the actual name. Tried 3 times. Deleting all contacts and loading a file with test contacts to try. Nothing happens. Always the same result.
Email multiple end-users on status change?
Hi all, I work for a company that is looking for a better way to streamline some common issues here at the office. We provide products and services to locations, which in turn provide our service to multiple end-users. We have it set up so that a customer's account is assigned to whatever location they're at. Occasionally, our system at a location might go down, and we get a lot of repeated support requests from the same people asking if the system is up yet. We would like to be able to flag these
Time Log Report by Date
How do I make a report to show me time entries on tickets from ZohoDesk for a given period of time? For example, I need to know how much time was spent per user per day on tickets.
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