Print Tickets
We have field engineers who visit customers. We would like the option to print a job sheet with full details of the job and account/contact details.
Zoho Desk Schedules
I like the schedules function and use it frequently, but why can we only have 10 schedules? I already have 10 schedules set up but want to add more. How do I do this?
Delay send for ticket responses
Is there any news on being able to delay send ticket responses similarly to delaying sending emails. I don't want customers to know I am working late into the evening and would like to delay the response until the next morning?
Query Regarding Email Notifications from Zoho Mail Community
Dear Zoho Mail Support Team, I hope this message finds you well. I am an avid user of Zoho Mail and an active member of the Zoho Mail community. I appreciate the updates and discussions that I receive via email related to new topics and replies within
¿Cómo puedo crear tareas o notificaciones repetitivas en el tiempo a mis agentes?
Necesito crear alertas o tareas
Zoho Desk App for End users.
are we having any mobile app for zoho desk for end user. so their they can submit their tickets. please give us the answer.
how can i delete a forum from Community?
Hello, I couldnt delete the forums that i didnt wanna use it anymore. i could just do them disable.
Mutibrand portal customization
Can we show snippets of tickets/status of raised tickets to customers on portal home page. And can we add announcements on this home page too where we can show recent company announcements
Creating a new community
Hi, We want to create a new community. We are facing the issues with mapping a domain. Can you please provide the detail steps to create a new community? Looking forward for your reply.
Making Another community
We already have a community regarding our business. We are creating sections in our business regarding various topics. So I wanted to know how to make another community related to our business
Send email via Deluge
Hello everyone! I'm struggling with deluge in Zoho Desk. I'm trying to send an email using sendmail function, but I'm getting this response: Line 77 refers to "From:" sendmail [ from: "suporten2@ideris.zohodesk.com" to: emailseller subject: 'Seu ticket
Desk App - Show Account Name on Ticket List
In the Desk App Ticket List, the account name is not displayed; you can only see the account name if you go into the ticket and press the 3 horizontal lines to display 'ticket details'. For our business the contact is less relevant than the account name,
Telephony Integration between Zoho Desk and Wildix
I activated the specific integration. It would be really useful if it would work not only with Zoho CRM, but with all the component of the Zoho One suite. Are you going to extend the integration and may you gave me an exitated time of this extension? By the way the po up regarding the inbound call should appear ONLY when a Lead / Contact / Account exists with a phone number associated to it that matches the calling number, otherwise the pop up is a noice. Best regards Paolo Bocci
KB Dashboard - Keyword search success ratio
How is the "Keyword search success ratio" calculated? Any additional information is also helpful. Regards, Fernando
Placeholders in articles
Hi Zoho team, I know placeholders are usable within snippets and email templates, but I haven't been able to use them within knowledge base articles. I'd like to essentially have a long format response for customers that I can paste as an article into
Community forum API
Hello, Another question about the community functionality in Zoho Desk. I am looking for all the ways to promote the usage of community for our clients. Onу of the measures is to display 5 latest topics from Community forums on our website. How can I do it? I did not find any API methods for this. Do you have REST API methods for this or anything like a prebuilt widget? What would you recommend to display topics from the community on our website? Regards, Andrey
Creating an alarm according to the status information of the tickets
Ticket is sent to the manufacturer for review. - How long has passed since the first message was sent to the manufacturer (Vendor - Status: HOLD) - How much time has passed since the last message was sent to the manufacturer. (Vendor - Status HOLD) Can I create an alarm to the manager for the tickets that have been waiting for the manufacturer for x days by removing the elapsed time?
How can i send a snap shot of a dashboad
I would like to send a snapshot of a dashboard to my team on the first of each month all i see is a way to export a csv or xls is there a way to schedule a snapshot of a dashboard maybe a PDF.
Notification templete
I´m using the Desk in Spanish but by the way, In the templates, I find this "Notify agent when a comment is deleted" and all comments anyone post I receive that template. My question is. if the Notify "says" comment is deleted is not really deleted so I guess is wrong named because it looks like a comment is added. the template look as a follow Dear ${Cases.Recipient Name}, ${Cases.Recent Comment By} has deleted a comment from a ticket (${Cases.Request Id}: ${Cases.Subject}) that has been
What is your opinion on the best integration for project management?
Looking to add a project component to Zoho Desk.
Clicking an account or editing a ticket opens a new zoho page and then stops your timer
I cant tell you how many times I have accidentally clicked to edit a ticket and I lost my on going timer. Is it possible to have this open in a different window or tab by default so we dont lose our timer? Also it would be nice if there was a way to edit the ticket subject without having to go into the edit ticket page as this slows down the work flow. Would be nice if you could do this similar to how you can edit the waiting status or comment from the left side.
Questions Regarding Desk
Why is it so difficult to merge tickets that have different statuses? I have found a work around to do this by creating a custom view that includes open and on hold tickets but it's honestly a pain and doesnt work very well because you also cant display more than 20 tickets per page and they are sometimes on different pages. Why can we not show more than 20 tickets per page? Is this something that can be implemented? Why can we only merge three tickets at a time?
SLA
how to assign multiple SLA's of same department to the one account.
Printing Ticket
Can any help and show me how to print Ticket. Been waiting for more than a year, still no news from Zoho team. Thank so much. Michael.
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 >>
Im new to desk (was using fresh desk for 5 years) struggling with alert settings
I followed instructions given to me on chat, but I still cant get it right... I dont get email alerts when someone adds a new task but I do if they reply. If I reply to a customers ticket, I get an alert telling me that THEY updated it? (and Im assuming they do) Im not the most technical of people, so is there a way I can get someone from Zoho to log onto my account and help me achieve the best / standard setup? Many thanks John
SQL Query
Has an option been added in the SQL query to allow a selection of “is after today” yet? People pay for yearly maintenance and still request support but the CRM states this expired. So it makes sense to be able to set a trigger to send an automated email if the date queried in question is in the past has passed. Example: Expiry is 12/25/2018. Email arrives 05/08/2019, today's date "is after" expiry, trigger an automatic email saying there's no support for the sender.
Service Contracts and Pay as you go
Can you get Helpdesk to Round up to the nearest hour base on support times? We have clients who pay an up front fee pcm and others who pay as you go? is this under support contacts?
Zoho Desk Community Digest - April 2019
Top Product Announcements Upgrade to the new SalesIQ live chat Latest updates to Blueprint includes: Blueprint Canvas Expand/Collapse Option Make Auto Transition as a Common Transition State Connectors from the Canvas Chart Tags supported as a criteria in Analytics ASAP Home page widget customization Top Product Enhancements Blueprint: Increased the number of State Level SLAs as 3 Increased the number of Common Transitions as 5 for Enterprise accounts. During and After Count in sub-tabs Quick Deletion
How to close a ticket without it being reopened by a thank you reply
How to avoid a closed ticket from being reopened by a Thank You type of reply!
No products available in search box
Hi, I can't see all my product wich i have create when i click on the search icon. When i start typing the begin of the product name, they will be visible. Is there a way to show all products using the search icon? Thanks a lot.
Technician Accountability
We have several technicians. Some work faster than others. Some tickets take longer than others. We'd like to be able to see technician statistics for management purposes. Having to run yet another of 100 reports is just more work. Your radar app is interesting but even it has issues. This information should be available right in the Zoho desk application. It's great you have 40+ programs but getting quality integrations and features is suffering because there are too many teams working independently
Ticket Fields Need Default Values
We've created SLA for various products and assigned these SLAs to customer accounts. Yet, still when we add a new support ticket we are prompted for the product name despite Zoho Desk knowing that the customer account has an SLA applied. It should be defaulted to the product assigned to the one and only SLA we are allowed (unless you plan to let us have multiple SLAs) There are also other fields such as "due date" - we are forced to select a due date on each ticket yet this date doesn't matter.
Relate Customer to department
I need to specify for customers registered which departments he can view
Departments
We use Zoho desk with 14 departments, some have child departments. Customers can send tickets via email, or by form specific to department (different fields). Currently agents are assigned to a department + team on their role. We'd like agents to have access across all departments if they are in the mail header fields or have a lookup (via search) for department. But if they are not members of department they are blocked. We've tested assigning an agent to all departments, and members to teams they
How Can an End-User Check the Status of a Ticket?
On our public portal, an end-user can submit a ticket and see the ticket ID number. My question is two-fold: How do we add users to the public portal? I can add agents to the Desk, but that doesn't allow logins to the public portal. How can end-users check the status of tickets? Is there a way for non-agents to look up a ticket number and see a ticket status?
Custom Acknowledgement Email
Hi, I want to create a custom email templates when a user creates a ticket and on a closure of tickets, Customer should be notifies or acknowledged. Can you please explain it to me I am using enterprise version of zoho helpdesk. Thanks
Possible Report: Tickets with No Task?
Our tech department is great at making tickets, and great at solving issues....but we fall short of customer expectations because what is driving workflow right now is "What is on fire!?" And so the issues all wait until they are 'on fire' before they get attention, its turned into our queue order. I would LOVE report where IF the stage of the ticket is <xxxxx> (i.e. open, pending...whatever) AND there is no task....show the ticket. There should never be an open/active ticket with no activity.
Is it possible to trigger changes in Zoho CRM from within a DESK ticket?
Could it be possible (via workflow, blueprint, ...) to trigger some things to change or to be created in Zoho CRM?