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Ask the Experts 6: A 5-hour online Q&A on Self-Service
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will be discussing Self-Service in Zoho Desk. Here are the topics that will be covered in the session: Help Center Mobile SDK KB ASAP Zia Bot Community Post your questions/ doubts/ suggestions on the topic and
api: https://desk.zoho.com/api/v1/tickets Unable to set dueDate as NULL
Hello Support, I am trying to use endpoint /tickets, but I found out that I am unable to set dueDate field as empty/null value. The API auto-fill the field even I do not pass any values for the field. Can you please help it? Regards
Related ticket creation on a different department when using blueprints
This idea is a little bit mixed with other ideas. In essential we want to be able to create a ticket on another department by NOT replying to tickets or forwarding them. We do utilize the blueprint feature and every department on our account has a blueprint. There are times when a ticket may be created and linked between departments/blueprints or trigger a ticket action on another department. Right now we have to forward/reply tickets to another department and then enter the related ticket url into
Not Receiving New Ticket Emails
Hello, For some time I was receiving updates when a new ticket was created with no issue. Recently I have not been notified when a new ticket was created. Looking back through my email, there is a lack of parity between the ticketing system and the emails in my Inbox. This is a big problem and has caused some tickets to go unanswered for long periods. This may be a misconfiguration on our end, however I did not make any changes to my preferences before this started happening that I can remember.
Creating a Zoho CRM deal from a ticket in Zoho Desk
Hi, We have just started trialling Zoho One, and I am trying to automate getting a deal in CRM to be created when a user submits a ticket in Desk. What is the simplest way of doing this? Thanks in advance,
Feature Request: Re-order Tasks
The ability to re-order tasks once they have been created will be incredibly useful, rather than the tasks being ordered only by the time they were created.
Ticket creation notification only when ticket is created by a customer
I want to prevent a notification from being sent to a ticket recipient (customer) when the ticket is created by an agent, and only send them when a customer creates a new ticket via email or help center. How can I best create this as a rule? Would it be done through a workflow?
article search by tags via api
hey guys is there any way to search kb articles via api ? i notices you have that option in the portal when i start typing the subject and the subject beginning exist in article tags https://desk.zoho.com/portal/comsecuredev/newticket please assist im using php and jquery so both api options will work for me
Ticket Bundling Request
Zoho, please consider adding ticket bundling. Our previous ticketing software offered this feature, it allowed you to create a parent ticket under which you could bundle other tickets. That also made it possible to track all time against the parent ticket if desired, though that feature is less important. The need for ticket bundling is fairly common, for instance we just had a Client's property get hit by lightning and we're tracking issues on multiple tickets related to it. However if we go to
'Edit draft' no longer working
Hi, As of a few days ago, we have suddenly been unable to edit ticket reply drafts. Just to be clear, here is the sequence of events: - A ticket is opened (no problem) - Click "Reply all", and the editor opens (no problem) - Begin composing a reply (no problem) - I save the draft (or it auto-saves) (no problem) - Exit the editor (no problem) - Click "Edit draft" to continue with the reply -- fails. The editor does not open (even though a blue progress line goes across the top of the screen, and the
What is Lorem Ipsum?
Access to articles in the dashboard has been restricted based on user roles. Production editors would be able to access article in published check or publisher review Authors and copy editor would be restricted to their specific article access via a unique link. Editor-in-chief/Editor would only have access to an article the editor review
Testing for Community edit options
Testing for Community edit options
Zoho Reports and SAP Crystal Reports
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Bybrand now integrates with Zoho Desk
Hi, Today we have taken an important step in the evolution of Bybrand. We launched Bybrand integration with Zoho Desk, and soon we will have with Zoho Mail. One of the many challenges for support teams is standardizing email communications. The integration of Bybrand with the Zoho Desk facilitates the work of administrators and support managers, in managing email signatures. I invite all of you from Zoho to make an trial, and write me improvements. We are devoting much attention to integrations.