View all requests from all departments impossible
This really should have been a no brainer, but it would be ideal if I could see all tickets from all departments without having to switch between them all the time. I spoke to a rep in chat who advised me this isn't possible. I really hope it's a future implementation. Many thanks
Zoho Desk - Auto Close Email received from monitoring platform once receovery email received.
I am trying to find a way to use the workflow configuration to automatically close cases raised over email using out monitoring pltform. So in essene our monitoring NOC sends an email relating to a failure now it could be high memory usage just during a backup run so once it has cleared I would like the case closed. The system receives another email confirming issue recovered. The question is how do I close the original case based on the recover alert received. This is a touch one as we have the
I would like to attach a spreadsheet to all tickets opened for a specific account, is it possible?
I would like to attach a spreadsheet to all tickets opened for a specific account, is it possible?
Using Auth0 for my SAML provider gives me the error 'The Email
address "null" specified is not valid. Please specify a valid
email address.'
I am using the service Auth0 as my Identity Provider and Service Provider for my wordpress website, which allows me to use them to store all my users login credentials. This also allows me to configure Auth0 as my service provider for any web apps so my users can log into my other web services using their wordpress credentials. I'd like the same thing for Zoho Desk. So far, I have configured Desk SAML with the settings for the SAML Auth0 application I created specifically for Desk, but after logging
Zoho Desk incoming emails not arriving
While configuring and testing Zoho desk, I have created my departments and their email addresses, but sending an email to any of the addresses for any of the departments doesn't work. I don't receive a response, and no email is fetched nor is a ticket created. I have tried billing@radaralley.zohosupport.com and support@radaralley.zohosupport.com and I get nothing.
Category / Subcategory dependency
Hi, I've already checked the KB for the same problem, that is to say create a dependency at the ticket level between Category and Sub-Category, unfortunately in my case the solution doesn't work... When I try to create the dependency, I can select "Category" as a parent field (on the same list Sub-Category also appears) but when I search for Sub-Category as a child field it is not listed (please have a look to the attached picture). Both are pick lists, so I should be able to see Sub-Category under
Status that halts the clock
I've heard rumblings about a new status that is somewhere between Open and Closed that halts the clocks. I would use this for several situations where ticket responsibility leaves the support our support department so we want to stop the resolution time clocks but we want to keep the ticket open to inform the customer when the work has been completed. A) Is my understanding accurate about how this would work? B) If so, Do we have a projected release date for this? Thanks!
Stop Agents being auto-signed out.
We have agents who are 'on-call' outside normal business hours. During this time, if our customers call they need to take a call "Over the Phone". We are using Twilio as a telephony service. Before going home, the on-call agent sets their status to Online and Over the Phone, before shutting down their computer. Immediately after shutting down, the Agent remains Online and calls are successfully re-directed to his cellphone. However, after a period of time he is automatically moved to Offline. They
Ticket created notification for the ticket creator
We have a contact form on our website that our visitors fill in and a ticket is automatically created in Zoho Desk by sending all the information in the form as an email to our Zoho email address. Our question: in the free plan, isn't it possible to send an email confirmation to the website visitor to let her know we received the message ? Thank you
"Back to top" link for long articles
is there a capability in desk to jump back to the table of contents list from a heading - a back to top link beside or close to a contents item? This would be useful in a long article with many toc entries. -- Mike
move department to other portal on zoho desk
Hi Im from mexico. My question is: i would like to move 1 department or creater a new department to a new portal that is allready created. I post a new photo: Department Pruebas to Portal Jams electronica or new department to Jams electrónica
What a default Department is?
In the Departments Setup, one department is flagged as default. What is the practical meaning of this default? In case the default department has to be disabled, because the project design has changed, can a new department be the a new default and how?
Webhooks for closed tickets
Hey guys, We need a way to send closed tickets time-used to our Invoicing system, pretty standard requirement for most service desks. How do we go about triggering a Webhook, or is there a way we can trigger the web-hook from Zoho CRM once the ticket is closed? Thanks.
Task due date using calendar
Hi I add tasks to a ticket using a workflow. In this workflow, I would like to set the due date of a task by adding a number of business days, based on the business hours I set up for the company. Is this possible? I've tried to use an additional workflow to set due dates, but I see Field Updates are not available for Tasks. Pierre-Andre
Insufficient Privileges to perform this operation while trying to do get, create or list tickets
Hi there, I'm trying the Zoho Desk API, already get the token, with scope=Desk.search.READ,Desk.tickets.ALL,Desk.basic.READ but I haven't been successful trying to use the API, can you help me? Attached is the screenshot for list all tickets. Thanks!
Convert Chats into active tickets
It would be nice to convert a chat into a said active ticket. This would cut down on more tickets and also help the agent better if the ticket and chat transcript is all in one place Shouldn't have to merge the requests together to do this
500 http code and response text "Unexpected 'I'" received
I am looking to consume your rest api but it is returning a http 500 error code and response text Unexpected 'I' received, I basically wanted to retrieve all organizations by using the following CURL statement curl -X GET \ 'https://desk.zoho.com/api/v1/tickets?include=contacts' \ -H 'Authorization: Zoho-authtoken 4328511e9f9f3e2603cca68e3a7f897c' \ -H 'Cache-Control: no-cache' \ -H 'Content-Type: application/json' \ -H 'Postman-Token: a75ff3d0-92a0-4b7c-86b1-1e234ab38952'
Get direct link to contact using API
Hi, we are using the Zoho Desk API. We are able to search for contacts, and list their tickets. We can get a direct URL link to a ticket using the 'webUrl' value. Is there a similar value for contacts? We expect an URL like this: https://help.domain.com/support/xxxx/ShowHomePage.do#Contacts/dv/17308f066637888d1f6e953b3008d4fecba4105e3b2fc97b We need toobtain a direct url link to contacts found by the search API. We have used the Contact API but the resulting structure does not contain a 'webUrl'
Audible Chat Notification Not working
I haven't changed anything to my knowledge, but the audible ring that usually goes off when I have a new chat request has stopped working and I keep missing chat requests.
Customized Work Modes?
Is it possible to display tickets in columns (like the work modes) based on a custom field (instead of Status, Due Date, or Priority)? If not, is Zoho looking at making custom modes like this possible any time soon?
Workflows Not Activating
Hello, I have multiple Workflows set up in the Accounting portion of our Zoho, as of about 9AM this morning they ceased working which is causing most of our routing to not occur. Can this be checked into? Thanks! Raymond Dean Darrah
Search for tickets I'm tagged in
How can I search for tickets I'm tagged in on our Desk portal? Not tickets where I'm assigned as the Ticket Owner - I'm looking for tickets where one of my colleagues has tagged me with @ in a comment. Thanks!
C# example and authorization
Use case is -- My website allows user to send an email to my support team. I want to require that the user of my website have a valid zoho desk ticket number already in our zoho desk system. So, all I want to do is get one ticket by number. I have not been able to get an authorization token to work (same errors as mentioned here https://help.zoho.com/portal/community/topic/getting-message-invalid-portal-in-response). But it seems I am supported to be using an OauthToken anyway. Can you please provide
Please disable the spam filter for our Help Desk
Hello, My company has recently decided to give Zoho Desk a try. However, we have a ran into a problem where any email ticket that is forwarded to the support email addresses gets automatically placed into the SPAM ticket folder. Can we get this fixed? Thank you, Pittman Dental
Embedded Chat without Floating Button
I would like to continue to use the Embedded Support Chat, however, I'm not a fan of the floating button. I would like to place my own custom button and be able to launch the embedded chat feature when it is clicked. I can't seem to find how that is possible. Any help in solving this would be appreciated.
Automatically assign time to reactions
Hello I have a small problem with the automatic allocation of the notification time. Well, I would like the new tickets to automatically get 24h to answer. After replying to the ticket, I would like his status to change to "waiting for an answer". Then, if the customer replies to my message, the ticket changed its status to "to reply" and got 24h to respond
Can you avoid showing the Priority on the customer portal?
I don't want customers to select the priority. I would like to set our own internal priority based on the request. I've created an internal priority field, which seems to work. However, when I see the requests listed I see the external priority field on the list, which the customer can select from the customer portal. I would ideally like to avoid having the customer set the priority? Can I do that? I can't seem to elect that the priority field NOT appear visible to the customer on the portal.
End User permissions
Hi I created End Users but they can see all the tickets. Please could you help me the customers need to see all tickets created until now. jcann@scottsandco.com mrowlands@scottsandco.com rwatkins@scottsandco.com
Change author of the description field
I've noticed whenever a ticket is created for a customer, the author of the description field is always the customer. Is it possible to change that to the person who actually wrote the info? Example 1 - a customer calls our support line, I take the call, and open a ticket. Rather than displaying my name under the description, is shows the customer's. I would like that to be my name instead, since I was the one who actually wrote that content. For instance, I opened a test ticket for our customer,
Planned Enhancements for Zoho Desk
Hello, Can you let me know what enhancement are on the roadmap for Zoho Desk, so that we can prepare ourselves for how we might need to change our business processes? Thanks Renu
How to get organisation id along with auth token for creating tickets using API
I just want to ask that how can i get the organisation id for using desk apis from here https://desk.zoho.com/DeskAPIDocument#Introduction
Cannot see images sent to our Zoho desk
I am not able to see images attached to email coming into our Zoho desk account. I have updated Chrome, cleared the cache, rebooted, verified being able to receive images from Zoho. All images (jpg, png, gif . . . etc) show the attached image instead of what our customer sends. This just started Friday 5/11/2018.
Where do emails go when fetching is off?
I have users that sometimes e-mail the support address but I don't always want it to automatically create a ticket. When e-mail fetching is off, is there a place I can go to see where the emails are? Or do they just disappear? Thank you!
Problems while composing a message in community forums
Hello, I have a problem when write a comment in community forums. Steps to reproduce: 1. Open community forum thread and click Comment below someone's message 2. Switch to Rich text 3. Type few lines of text and then insert a picture 4. Select a picture and try to click Best below it. It is impossible because those buttons are hovered by a panel with file attaching and Comment/Cancel buttons. See attached example image. In general, comment composing window is too small. Is it possible to make it
How to use the content highlighter in knowledgebase
I was wondering how to use the highlighters in the knowledge-base. Please see video. https://www.screencast.com/t/Vl6BnBTlYKn So much time is wasted trying to format these knowledgebase article. I can't begin to tell you how frustrating this is.
How to Disable/Delete my Zoho Desk account?
Just opened the Zoho Desk account but it's too complex and difficulty for what I need, so I want to disable/delete it but keep using Zoho Mail. So how should I proceed? Thanks!
Open the Desk app on iOS and Android from ticket link.
When I get a notification on my iOS or Android device in email for a ticket, it opens the web browser and not the native Desk app that is installed. This is a time impact as I have to log in each time. I know I could simply remember my login on my browser, but it would make sense and ENHANCE THE USER EXPERIENCE to open the native app IF installed.
Add contact and Organization look up fields
I'd like to see the ability to add contact look up and a vendor look up field for tickets. We have vendors that we report tickets to if we can't solve the issue for the client and open a ticket in their system. It would be nice to be able to assign a 'vendor' to a ticket (we work with 3) and a second contact. The second contact would be the 'vendor' contact that is working on the issue.
Help Center
We would like to give our end users the ability to create tickets through the Zoho Desk Help Center, where they can see updates to their open or closed issues in multiple departments (selectable) and also submit to a department. Forms should be dynamic and adjust to the different departments form fields. Can we customize the Help Center forms to our needs, or can we use Zoho Forms to meet our needs? If Zoho Forms, please elaborate what constitutes a user in the subscriptions: end user or agent that creates
Is Zoho Desk Email down?
None of the incoming mails are received in the Zoho Desk system. Tickets are not getting generated. I am wondering if the Zoho Desk mail server is down?
Next Page