Get all the tickets in a custom View where modifiedTime is greater than 1 day
Hi, My issue is that I need to retrieve all tickets in a View that the modified time is more than a 1 day for example. With the search tickets Api I can't filter by viewId. and with https://support.zoho.com/support/APIDocument.do#Tickets_Listalltickets I can't filter using for example the Param Name modifiedTimeRange How can I achieve this? Regards, Evelio
How can I remove the link to "show all products" from the new ticket submission?
Hi all. Is there a way for me to remove this link to "Show: all products"? We use products to represent support contracts specific to individual accounts. By having the link to "show: all products" - our clients could see the list of all the support contracts we have for all customers. We could name them in a way to not be identifyable but this would be great if I could figure this out? Thanks!
Integrating with PageSense just got even better—Introducing Goal Metrics for Zoho Desk.
When you employ the use of a Help Center for customer service, you want it to be as efficient as possible in helping customers. You may have a rough idea of which help articles have been most useful and what your customers frequently search for. Without means to track and analyze data however, its usefulness can be gauged only by aggregation and ballpark figures at best. Now, in addition to Form Analytics, you can eliminate ambiguity and get the best out of your Help Center with Goal Metrics. By
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?
Update to Attachment APIs
As part of our regular enhancements to APIs, we have now changed the way responses are served when the resources you try to fetch do not contain attachments. Earlier, if the resource you tried to fetch did not contain an attachment, the response would return the 204 (No Content) status code. Going forward, in such cases, the response would return the 200 (OK) status code along with { “data” : []}. This change applies to APIs related to ticket attachments, contact attachments, account attachments,
Zoho Desk Community Digest - July 2019
Top Product Announcements Social Module Enhancements Integration with Team Viewer Ask the Expert Sessions Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts 4: Agent Productivity Ask the Experts 5: Zoho Desk Extensibility Ask the Experts 6: Self-Service
Zoho Desk Community Digest - June 2019
Top Product Announcements Integration with Zoho Sprints Validation Rules Ask the Expert Sessions Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts 4: Agent Productivity Ask the Experts 5: Zoho Desk Extensibility Ask the Experts 6: Self-Service
Zoho Desk Community Digest - August 2019
Top Product Announcements Goal Metrics Help Desk Customizations Customize Themes in Sandbox Custom Fields API Revamp Ask the Expert Sessions Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts 4: Agent Productivity Ask the Experts 5: Zoho Desk Extensibility Ask the Experts 6: Self-Service Other Discussions Move resolutions to top of the comments >> Radar vs Desk >>
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,
Create Ticket for an agent using ZOHO Desk API
Hi, I am trying to integrate my PBX system with ZOHODESK . Below is my scenario: When Incoming Call is received by agent suppose [Ext. No. 2001], PBX API will send data to my web APP with following information Caller ID , Agent ID . Now I want to send this information to ZOHODESK and create ticket as Caller ID as Subject and Agent ID i.e 2001 is used to assigned ticket to him. Could you please help me regarding ZOHO DESK API which can help me to accomplish above scenario. Regards, Team Goga
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
SalesIQ tracking visitors Desk
I my website i added the html code to track visitors by SalesIQ; Who's online, history etc. Working great. For our desk we create subdomain like support.oursite.com How i can add this subdomain used for desk to track visitors? Thanks in advance, Eric.
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
Cname won't verify hying to map my domain.
I cannot get my cname or html file to verify, even though I put it exactly as it showed, and put the html file in my root directory. When I go to the link, it shows me the string of characters at the exact link it shows as the example. Anyone have any ideas?
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
Validation Rule help guides
I can't find any help guides about the usage of the new beta "Validation Rule" feature. I've tried to define a rule which alerts the agent when the ticket has some linked tickets. The rule reads as : When "Associated Type" is not empty then Alert the agent with the entered text The first issue on the rule definition process seems to be that the condition is being automatically repeated even it was only recorded once. The second issue is that it isn't displaying any alerts when I open a linked ticket.
List all mails by mail-adress
Hi, in our admin portal we now want to list all mails of a customer from the support portal, so best the complete dialogue between the customer and the support employee. But I can't find my way around the API-Doku https://desk.zoho.com/DeskAPIDocument, there is neither an entity "Customer" to find out a possible customer ID via e-mail address, nor an entity "Mails" to read all mails by customer ID. Is this documentation the right one for the support system at all? Thank you!
Additional Validation Rule option cannot be selected
This is also true when you try to edit the field of the initially selected option. Please take a look at the attached video file.
Make User Fill Out Survey, Make sure survey replies link back to ticket
After a user submits a ticket, depending on what their issue is, we usually send them a short list of questions for them to answer to get more details. We typically just email those to them. Is there any integration I can do with some sort of questionnaire/forms where I can give users a unique link through Zoho Desk, and then they click on that link, fill out that survey and when they do, I would be able to find the answers to the form/questionnaire from that particular user for that ticket? I know
Twilio and Zoho Desk Integration
Greetings from OAppS team! The Version 2.0 of Twilio - Zoho Desk integration is live now. This Integration enables SMS & MMS communication between agents and end users. End users can ask for help via SMS/MMS and support engineers can send the solution through the same channel. Install Link : https://marketplace.zoho.com/preview?extnId=7f1cb373-3b71-4004-901c-f38c7a83c7c0&service=desk Key Features: SMS and MMS Inbound and Outbound Support AI in creating Tickets or Threads SMS Outbound Message Initiator
While creating tickets on behalf of customer by forwarding their email to Zoho support email
We have an issue while creating tickets on behalf of customer by forwarding their email to Zoho support email, for instance, if the customer has copied multiple contact person in their email, when we forward that to zoho desk support email to create a ticket, it can't recognise the contact copied in the original_sender's (Customer Contact) email. However, while forwarding, Zoho desk can recognise the original sender. Given this background, is there any solution to capture contacts in CC to the ticket?
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.
e-mail thread of merged Tickets
Hello, I have tested merging tickets, and it works well as described in https://help.zoho.com/portal/kb/articles/how-to-merge-tickets The new tickets contains the messages from both originating Tickets, and with correct timeline. However, when replying to the merged Ticket, the e-mail content doesn't reflect this. Instead, only the Ticket of the latest message appears in the e-mail thread. If this isn't a bug, I would like the feature to be able to send e-mail replies that reflect the new merged
We're now Gartner Peer Insights Customer Choice 2019!
We're super excited to announce that we have been recognized as an August 2019 Gartner Peer Insights Customers’ Choice for CRM Customer Engagement Center! All thanks to our wonderful customers! We are grateful for your support. Read some excerpts from customers that contributed to the distinction here.
Error message when editing existing activity records
In the past I was able to easily edit already existing activity records but today the system started to display an error message stating that "The action that you are intended to perform is not possible" when I edit some of the existing records. I find the modifications to have been applied when I check the records by pressing the "Go Back" button on the error message. I'm not aware if this happens on all of them or on only a subset of them. Could you please take a look at this 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...
dashed line cannot be removed while edititing a KB article
Hi.. I have an unremovable (for me anyway) vertical dashed line which traverses two tables when editing a KB. Is there anyway to remove it? Thanks
Product Info extension detail request
Today I've found out that Zoho has introduced a new extension called "Product Info" on the marketplace. I did install it but couldn't find any documentation about it. How does this extension operate? I've selected a ticket which includes a record in the system default "Product" module but still this extension doesn't display anything in it. Also where do you enter product details into the system and can we customize the fields for products?
Introducing Limit Ranges for List Comments/Conversations APIs
Dear Zoho Desk users, This is to inform you that we are introducing two ranges for the limit query parameter used in list comments/conversations APIs across modules. The details are as follows. The range for the following APIs is 1-100. If you do not pass a value for the limit parameter in the API request, the default value of 50 is considered. List ticket comments - /api/v1/tickets/([0-9]+)/comments Get ticket comment history - /api/v1/tickets/([0-9]+)/comments/([0-9]+)/history List task comments
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,
Issues with emails coming from Zendesk
We use Zoho Desk and many times when customers have their own Zendesk account they will loop our support email address into their Zendesk tickets. Zendesk uses a unique email address for every ticket by including the ticket # in the email address. This causes several different issues in Zoho Desk: It will often create a new ticket for every reply they make It spams our contact list and creates a new contact for every ticket The systems will bounce back and forth notifying each other that a new ticket
Our custom functions have stopped working
We did order and get some custom functions from our local partner back in 2018. These functions did stop working since last Friday (It may have happened before but we had a local bank holiday last week so we are not sure when they started to fail). We did ask our partner to look at the problem. Today, they told us that one of the functions was inactivated. We did activate it back but the issue is still happening. I did check the "Failures" list from the "Custom Functions" section. Almost all of the
the WYSIWYG editor is not working as it should
Are there plans to fix the WYSIWYG editor? Because as it works currently on this same siet as in the backend of Zoho Desk it isnt work properly. For instance when pasting in text it chops all lines into small section??? why it does this i dont know When you edit text it randomly add complete different parts of text to the style you are adding to say an header When working with bullets randomly it stops adding bullets to the text clearing pasted text sometimes clear all the text in the text editor
Webhooks in Zoho Support
Client would like to send a webhook to Slack whenever a ticket is generated in Zoho Support. Is this possible?
We have done the reviews to extend our trial as we setup and test but they did not give us extra time
We have complete both of the reviews on Zoho Desk through G2 and Gartner to provide us with extra time to evaluate and test functionality. We are supposed to get an extra 45 days for the reviews to test but we have not been given that extra time. How do we get this implemented? Thanks!
2 clients in a ticket?
Is it possible to have 2 clients in a ticket being managed by a service agent?
Blueprint Recording Error
I've revoked the blueprint from some tickets and then modified our blueprint for the parts department. I'm getting an error message which says "Unable to process your request" when I try to save the modifications to the blueprint. I did have this same issue in the past which did clear itself out after a few days. This problem wasn't addressed by your support team back at the time.
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