Where can i enable tracking first response time per ticket.
Hello, I've had a request come from above about some supplying reports on the performance of the Help desk, and one of the required is Mean Time To Response I can see there is a field from the data export files which is called "Time to Respond" however
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
Customization of Ticket Data on View
We are moving from one support desk software into Zoho Desk. So far we love a lot of the feautres and options. One thing we can't figure out though is customizing what ticket information we see on the ticket views page (using Classic or Compact, not modes).
Setting default filter in 'My Open Tickets' view
Hello, Is it possible to set a default filter in Desk for the 'My Open Tickets' view? Either for everyone or just an individual user? I have to keep manually setting the filter to 'Due Date' | 'Today + Overdue' but it would be useful if this was set by
Zoho desk - current subscription and number of users
Hello Please can you confirm our current subscription and number of users for Zoho Desk Currently looking at expanding number of users - additional 5 users Please can you advise available bundles/options which may be more cost effective Regards Paul
Customer Tags (For Accounts & Clients)
Hello, Is there a way to add tags to the accounts and contacts? For some perspective, we have some accounts that have multiple clients but not all of our clients have permission to request certain things. We would like to have a way to tag the client
Email template for new announcement
Hello, We need to translate the email template when a new announcement is posted and send to the followers. Unfortunately, I couldn't find where to do it. Is this possible? Thanks in advance, Kind regards
Unable to save Blueprint in Zoho Desk.
Hi I have created a blueprint in Zoho desk which has 14 states and upon saying it says " Unable to process your request". You can refer the top center of the pic for Reference. Can anyone help!
Zoho Desk Web Forms Embedded to Zoho Sites | Captcha Image Issue
Good day Zoho team, I created a web form in Zoho Desk and embedded the code to Zoho Sites under the Contact Us page in the website. The web form consists the ff.: First Name, Last Name, Email, Phone Number, Description, and Captcha. In Zoho Sites, The
Master the Customer Experience Suite: Join our workshops to elevate your customer experience
Zoho's CX workshops have expanded to more cities this year, and we're excited to meet you all! Here's where we'll be: April 10-11, 2024 - Johannesburg, South Africa May 8-9, 2024 - London, United Kingdom May 13-14, 2024 - Paris, France May 16-17, 2024
Duplicate tickets when department emails are copied
We use Zoho Desk and have four separate departments with four separate workflows. If a ticket is moved or someone CCs a department email in a different department, it creates a new ticket in the different department and creates another new ticket in the
Zoho Desk + Zoho Booking automatic email
Hello, hello, We've been using Zoho Desk for a few years and we're now looking into also using Zoho Bookings. I have installed the Desk <-> Bookings integration. Using "Workflows" in Zoho Desk, is there a way to automatically send an email reply for a
Web forms on the customer portal
Good morning, all I am in the middle of a issue i can not figure out based off the info i am searching for online. I am looking to create a new hire form that asks a few questions like name, dept and if they need a pc, software access, etc and i think
Desk doesnt ask to save draft of new tickets. Lost hours of work.
Im hoping someone here can help. I spent the last few hours typing a new ticket (not a response). I left my computer for a minute, came back, accidentally brushed my keyboard, the screen refreshed and now the last 2 hours of work appears gone completely.
ZoHo Desk Email Signature
Hi, There are two things missing from the signature part of ZoHo Desk Variables in the signature for example User.FullName Global Signature "Best Regards, {{user.FullName}}" By adding "1." we can have a template that our agents can just paste to the system
Help Center Sign Up Form -- Add Account/Company
Currently, the Help Center Sign Up Form only has Name and Email address fields, not account/company. Is it possible to add Account/Company field in the Help Center Sign Up Form so that when Zoho Desk admin got the email notification (as Moderator), the
SLA Rule Execution
Hi Team, when ticket comes in to portal it gets assigned to some department and SLA gets started. when department open the ticket on next day and check the details then they decided to move it to different department. this scenario SLA should start for department on the basis of moved ticket time. not on the created time. please advice us on it, as we can create SLA when ticket on the basis of ticket moved time.
Zoho Desk and 'BCC Dropbox'
Hi Is there anything like 'BCC Dropbox' (from CRM) available in Desk? Thanks
[Community-Forum] Mention of someone and quotation
Hi, I can't find it but it is hard to believe that you cannot mention a specific person in your reply on the forum and format part of a text as a quote. Does Zoho Desk - Community really lack such basic functionality?
Add custom view Option Disappeared
We observed add custom view option has been disappeared in our panel, Can you please fix that soon.
Salesforce Integration doesn't seem to be working
I connected Salesforce and mapped a few basic fields but after more than 36 hours, no accounts or contacts seem to have synced - why might this be?
Can i create in app inbox with zoho?
I'm using zoho desk and soon zoho crm as well, I was wondering as a saas b2b2b company if I could somehow utilize zoho and create some sort of in app msging between the initial client of my to his end client (who is a client of mine as well) Example:
Mailchimp integration with Zoho Desk
Objective: Sync Customer Contacts from Zoho Desk to Mailchimp and bringing across several custom fields in the Contacts and map these to fields in Mailchimp I can see https://marketplace.zoho.com/app/desk/mailchimp-for-zoho-desk but it doesn't say the
Zoho Desk - Sync fields between contact module and ticket module
Just helping the community by sharing a custom script that we implement. Always open to other ways to achieve this more efficiently. Objective: I have different types of customers (I,E Vendor, Reseller, End-User), I want to record what type of customer
XML file into XLSX Zoho Desk
Is it possible to transform an XML file into XLSX format in Zoho Desk?
On Create Workflow vs manual Macro trigger
Hi, I have a custom function that merges ticket together when they have the same specific text in the subject. If I trigger this manually via a macro it works flawlessly, every, single, time. However when the customer function is attached to an 'On Create'
Zoho Desk's ASAP announcement | A demo app is on the way
We're excited to present a significant step forward in demonstrating the ASAP mobile SDK. If you're new to ASAP, here's a quick intro. What is ASAP? The App Support Across Platforms (ASAP) widget in Zoho Desk is a stand-alone app that provides in-app
Disable written feedback on articles in the nowledge base
Is there a way to disable the option to give written feedback on articles in the knowledge base/help center? I could only find articles on how to disable the feedback buttons or the comments on articles, but not the specific feature mentioned above. Unfortunately
Adding customer as end user resulted in error
I have a customer that I created as end user, she received the registration email but it resulted in an error, see screenshot. Since then I've deleted and re-added her several times but she no longer receives the email and cannot register. We've checked
HTML Hyperlink in ticket body
Hello, I am currently evaluating Zoho Desk for our needs. We are creating tickets using available APIs and attempting to insert hyperlink (html <a> tag) in the ticket text. When ticket is created the hyperlinks are converted into blue text and actual
sandbox
is there a sandbox area for testing within Zoho Desk for new features before we publish/use Would like to iron out details and configurations vs waiting offline to test customization of different configurations, and/or change a working setup. Also, don't
Bulk edit for picklist and multi select fields
Right now I'm recording a lot of new picklists and their corresponding values into the system and at a point I had a change of mind and decided to rename some subsets of these values. You do allow adding multiple values in bulk but unfortunately there isn't a way to modify existing values in bulk. I guess that a spreadsheet style interface would be required to allow us to edit picklist and multi select list values in bulk.
Dashboard stacked bar color
Is there a way to change the bar's color in a stacked bar? Correctly it shows Blue and Green I need Red and Green Thanks Rudy
Desk / Contracts
Hi, Support administrators can no longer edit contracts within the Accounts>Account>Edit. Also in settings we cannot see contracts. Has something changed or do we need to change the settings under the administrators?
Supervisor Rules --> Custom Function
Hello, currently I can't add a custom function to a supervise rule. Is there a reason for this? Background: We have BluePrint managed tickets and actually we have a Supervise rule which should set the ticket to "closed" after 168 hours since the last
error when answer a ticket
platform error answering a ticket. https://www.loom.com/share/58766e99624c4fffb7f25326720ce87c?sid=bc9ea105-2198-4c69-a471-9fe5bc362cc9
Spam-Tickets in Analytics
Hello there, we use synchronization between Zoho Desk and Zoho Analytics. I would like to know if the tickets classified as spam are automatically excluded from synchronization ? I cant find a flag on the ticket record in Analytics which would tell me
Zoho Desk EU slow/unresponsive
Has anyone else got issues with ZohoDesk today in the EU? It takes an age to come back and if you do start typing something and try and send or save it looks like it times out. We are also getting this pic. ot I can't see anything on https://status.zoho.eu/
Radar App for Zoho Desk: New Features to Level Up Your On-the-go Support Experience
Hello everyone, Time is a precious commodity in customer service. The faster the service, the happier the customers. However, it is the quality and consistency of service that earns their loyalty. The Radar app for Zoho Desk can help maintain quality
Bulk update with private comment
Hi Zoho team I just wanted to know how to bulk close with private comment
Next Page