Desk - Finance Integration: Initiate Inventory RMA from Desk
It doesn't appear that with the current Zoho Finance integration with Zoho Desk that one can initiate an RMA for a customer. Am I missing something, or is this not a current feature? If this is currently not available, I would suggest that it should be
Disabling email notifications for certain agents
Is it possible to completely disable email notifications for some Agents, while keeping them having access to Tickets, Reports/Analytics, etc? I would like to give access to Zoho Desk content to some users within the company (management) without annoying them with a million emails. Hopefully I can accomplish that without having to ask them to do something themselves on their accounts.
Account, Contact, and Product related ownership features
It would be good if the ownership of a team, product and contact could be assigned to a team. This would allow more collaboration and more meaningful data within Zoho Desk. Currently, the default owner for these is the subscription owner, which is not
Email notifications not being sent
We turned on email notifications in the Notification Rules for the customer to receive an email when we receive a new request but no email is ever received by the customer. Is there something else that needs to be done? Our default department works fine
Need help making a report and possibly a dashboard about First Response
I would love a dashboard that showed how our first response time is on average, and the number of first responses within SLA per agent in another chart.
Auto sorting tickets into folders/views
Hi. I've tried looking for a solution to my question, but haven't found anything that quite answers what I'm trying to do. It's possible that it's not possible. See below... Info: Is there a way to have tickets go into folders/inboxes/views based on rules,
Script to add value to a ticket's multi-select field if it is not already there
Here's the scenario: Ticket layout has a multi-select field cf_resources_used with these options available as a start: L3, Cloud, Specialist. Its purpose is to help us track the resource(s) we consult with on a ticket. To consult with a resource, the
How do I reference a custom Desk field in a PUT statement
This works for any OOTB Desk field I try, such as "priority": resourceMap = map(); resourceMap.put("priority","Low"); zoho.desk.update(ORGID, "tickets",TicketID,resourceMap); But it doesn't work if I use this or any other custom field: resourceMap.put("cf_resources_used","L3");
Does Load Balancing (Ticket Assignment) includes the number of closed tickets for the day?
Hi, Just want to see if the load-based assignment counts the number of tickets closed by the agent for the day? Or does it only count the current open tickets the agent has?
Zoho Desk : Reports - Tickets count metrics not getting the total # in a day
Is there a workaround to get a final count of a ticket in a day regardless it was escalated aand move to other department per say that a ticket was escalated to a different team. Also if its on hold and moved to different department, the first dept. address
Zoho desk ticket unassignment notification
When a ticket is assigned to a person in charge, the system can send a notification, but is it possible to send a notification when the ticket is no longer assigned?
Zoho desk mail channel
Zoho desk can create tickets from routes such as web and mail, but is it possible to disable only the mail route?
open reply mail message in new window
Hello, Is it possible to open the email reply section in a new window instead of integrated to Desk? Thanks!
Workflow field update overwriting value instead of adding value
Hi, I have two workflows which are triggered when a ticket is created: 1) when the ticket description contains the word 'ziek', it should update the field 'Category' with the value 'Ziekmelding' 2) when the ticket description contains the word 'geld',
Zoho desk not working
We are using Zoho desk for last two years temporarily it’s stop working. Is any one at Qatar facing same issues
Aprobaciones
Hola buena tarde, sabrán cómo realizar aprobaciones sin necesidad de asignar el departamento a la persona o como poder ocultar los tickets de su visualización pero que pueda aprobar realizar las aprobaciones?
Sort on ticket number not working anymore
Hi all, From time to time i open the default 'all open ticket' list. Until last week i was able to sort the list on ticket number. Now, the little icon 'arrow down' isn't shown anymore so it's impossible to sort the list on ticket number. We can select
opening wrong tickets after selecting ticket from list shown when search is used
Hi all, We are experiencing the following issue: When we enter one or more words in the 'Search' entry box, a list pops up showing related tickets. When we select an entry from this pop-up list, a wrong ticket is shown. It seems like the url linked to
´´Send Email Reply´´ action does not work when the message body contains placeholders.
Hi Community, I am working on a workflow where the Customer contact is notified via email when their ticket status goes On Hold. To do that, I chose the Send Email Reply action, and the minute I add a placeholder, the workflow does not work and the ticket´s
Change Ticket Status on Reply
Is it possible to change ticket status on reply? I would like to be able to change the ticket status automatically from "Open" to "Awaiting Customer Response" when one of my agents responds to an email via the interface.
Displaying Guided conversation and Chat on help portal
Hi Team, is it possible to enable guided conversations and chat in the help portal? both of their floating button occupies the lower right part of the screen
Zoho Desk non esclude l'orario non lavorativo
Our static or customised Report, total resolution time, and also the sla , Zoho Desk doesn't exclude the no business time: Our business time is 9.00 am - 6.00 pm. We have already opened another request three weeks ago (without solutions) because also
Zoho Desk Views
Is there any way to adjust the views available in the help center?
Cannot verify "from" email
I cannot seem to be able to verify the "from email". I get an error every time: https://www.dropbox.com/s/gwnqat8z7p6lwch/Screenshot%202020-01-19%2015.30.14.png?dl=0
Product List in Desk - sync with CRM
Hi, I have Product Sync enabled in Desk with CRM. I have selected only certain products from a view I have created in CRM which is what I would like synchronised. However, all products from CRM are showing in the Product field in Desk. Some products are
Customize forum status
Hi there, It would be great if we can customize the forum status (just like ticket status). Kind regards. Helen
Filter to Prevent Automatic Response When Email is from a Specific Address
Hello, Is it possible to create a filter or rule that if an inquiry is sent from a specific email address, an automatic response will not be sent? Sometimes I send a message to support from ZOHO BUG TRACKER, and I do not want to receive an automatic reply
Filtering Spam Inquiries from Facebook
Hello, Recently, we have been receiving numerous spam inquiries from Facebook, falsely claiming to represent others and threatening us with supposed rights violations and the like. The issue is that these messages come from different profiles each time.
Unable to Switch to 'Table View' in Zoho
Good Morning, This issue just started happening today. But when i initally logged into Zoho, mt default view was in 'Table View' and would not load the page no matter what I tried. What I tired to remedy the issue: Cleared cache and cookies (Chrome) Tried
Starting From Scratch
I took over the service desk that uses zoho desk, I notice that there are lots of tickets that are garbage which affects the overall ticket metrics such as average response time and 1st response time. Is there a way to start from clean slate like a reset
See last login or activity date from Agent
Hi, is there the possibility to list all agents by their last login or last activity? We plan to roll out zoho for 70+ people including our subsidiaries and we want to check on regularity basis if an agent is active or not. Is this possible and how can
How to do JWT authentication for non-zoho user?
Hello, I would like to use Zoho desk full support with chat, knowledge base, My Tickets and Create tickets types. As per documentation, it says using "Anonymous" user only submit ticket, can not view ticket history. So we have tried with JWT authentication
Regarding Desk and Zoho Books integration
I have the Zoho Desk and Zoho Books integration turned on. I use both extensively. But I don't think the Integration between the two does what I want it to do. Currently, from Zoho Desk, within a ticket, you can create a new Invoice in Books. That is
Access relationship information (parentId, childId list) [Parent-child Ticketing Extension for Zoho Desk]
Hello, we are using the official Zoho extension Parent-child Ticketing and were very surprised that it is not possible to access the data. In my opinion, it is an essential requirement to be able to access the link information. However, you can only see
Is it possible to link requests?
I am currently evaluating Zoho Support. In order to resolve our Customer Support requests, we need to be able to communicate with 3rd parties - such as partner organisations or suppliers. These communications need to be: - recorded in the helpdesk system,
How to link or relate tickets?
How to link two or more tickets with the same resolution?
Mass response from Parent ticket
Good Afternoon, I am highly anticipating the release of the Parent Child Ticket extension for African users. As this extension would be extremely beneficial for our service desk in the linking of child tickets to the main parent ticket. If you consider
Parent ticket or Case
We have a gateway, that if down, will affect different clients. I am wondering is there a way to group or classify tickets based upon a particular centralised or common issue. They should all be resolved once the root cause problem (Gateway restored for
Linking Tickets
Hello, within our organization we often receive email quotes request from our customers/end users. We then take that information and send out email request to several different service providers ( all different email chains). is there a way to link the
Get parent element ID [Parent-child Ticketing Extension for Zoho Desk]
Hello, we would like to use the Parent-child Ticketing Extension for Zoho Desk but apparently there is no way to get the parent element. Of course you can see in the ticket detail view to which parent element a certain ticket is assigned but that's where
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