Linking tickets
The ability to link tickets, having one being the master ticket and others being child tickets would be awesome. Last week we had some issues that affected customers in different ways, but was all related to the same thing. Grouping them would be very helpful.
SLA - Stop Email Notification
After establishing SLA Rules for tickets, I am receiving an email notice for each ticket if the agent does not respond within 2 hours. Is there a way to only receive notifications through feed or something similar, rather than receiving an email alert
Rule and Custom Function Help
Hoping to get some help on my idea with our ticket creation. We currently have our own support email that receives numerous requests from end users. There are certain requests that I will be forwarding to our Zoho Desk email and a ticket is automatically
helpdesk invite emails are not getting through
I am trying to register to the helpdesk for my trial account (rivery) in the helpdesk settings, i unchecked the "Moderate customer sign-ups in the Help Center" So the user i create should get invite email once i create it however - the invite emails are
Zoho Help desk down
Hi support team, May we ask for estimated up time for Zoho help desk portals? One of our departments that has a separate help portal is not up Please see the screenshot of error below for reference Tried to check on your status page however it seems this
Changing agent-availability per department
I'm looking for a way to manage "online/offline" agent-availibility on a per-department basis. We have agents who are members of multiple departments, and we need a way to quickly and efficiently include/exclude them from round-robins. I read an article
End User support for Customer Portal Export
We have had requests from end users to be able to export their tickets from the customer portal. It would be great if you could implement a feature that allows the end user to export their tickets. And if they have visibility to all tickets in their organization
Email notifications from Zoho desk delayed
Hello Zoho Team, I was working on email tickets with Zoho desk and I noticed that email notifications for ticket follow ups were greatly delayed. Responses from agents who directly replied on Zoho desk would take about 40 minutes to show up in my email
EMERGENCY! Web-to-request form error
Since 14th of october, when submitting a request through a web-to-request form, an error occurs. IE says page cannot be displayed (a zoho webpage), mozilla says nothing. The request doesn't arrive. I experience this problem with multiple accounts from
How can i Setup an auto-reply when clients reach us by email in Zoho Desk?
Hi, I would like to setup an auto-reply so when people sent us an email, when the task is created we send a replay to their email for example: "thank you for reaching us, your issue will be fixed shortly". I didn't find where i can set that, can you help
Optimize ticket management with Mass Revoke Blueprint and Skip Reply in Blueprint Transitions
Hello everyone! Blueprints play a pivotal role in shaping a seamless customer service experience, serving as the architectural foundation for efficient ticket resolutions. They provide a structured framework that guides support teams through predefined
Customize ticket questions
Hi, I wondering if that possible to customize the question in a ticket? I mean besides the standard questions like contact name, account name, etc. Thank you in advance.
Zoho Desk now integrates with Google Chat
Greetings! We're thrilled to share that Zoho Desk can now be integrated with Google Chat. This integration creates a powerful solution for businesses seeking to enhance collaboration, facilitate seamless communication between agents, and streamline customer
Register Today for the Upcoming Webinar - Measure and improve customer service operations
Hello all, Here is a friendly reminder for the last session in our webinar series. Webinar Topic: Measure and improve customer service operations Date & Time (PST): December 20, 2023, at 11:00 am | Registration Link: https://zurl.co/5gIP (IST): December
Monthly Release Round-up - November 2023
Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Search tickets in My Area using views and custom filters My Area in Help Center is one place where customers can view all the tickets
Light Agents permission to edit ticket fields
I have a number of Light Agents who get tagged in tickets to provide knowledge from other departments. I would like them to be able to update the ticket fields when they are working on the ticket, e.g. number of hours they worked on it - is it possible
Capture initial priority
We are looking for a way to capture the initial priority of a ticket. For example if a ticket is entered as 'High', but is subsequently lowered to 'Medium', we'd like a way to track that it was initially higher (or in some cases lower). I understand how
Register Today for our Upcoming Webinar - Extend and Scale Up Customer Service Operations with Developer Tools
Hello all, Here is a friendly reminder for our ninth session in the webinar series. Webinar Topic: Extend and scale up customer service operations with developer tools Date & Time (PST): December 18, 2023, at 11:00 am | Registration Link: https://zurl.co/ZrRT
Allow author to select which languages for Auto translate on a per KB basis.
Auto translate works great for many KB documents. But some complex ones still need the human touch. It would be great on a per KB to let the author check off which languages to go ahead and let the system auto translate and which ones should be manual
Zoho Desk Auto Reply from a default email address
Hello, I have set up two rules in Zoho Desk: 1. Assign ticket to whoever edited it - when an Agent replies to a ticket, they become assigned to it automatically. 2. 3 different auto reply rules based on holidays/business hours These rules have been set
The limit of Time has reached its maximum 15000
What does this failure mean in a desk custom workflow? jack
Ticket Status - Color code
Has it been discussed to have a color code system for ticket status, or is there a view that is already built in that I may be over looking? I know like it Zoho Projects with the statues we can color code them which makes it easier to look at over all status and it could be very helpful when i am looking at a view with all open tickets to have them color coded by status in a listing view. I have included a mock up to visualize what I am talking about. Just curious if this has been requested before
Ticket Attachment
Hey, In the Ticket form Layout, Is there an way to have multiple attachment fields. Let's say 2 different options one for images another for videos or documents.
Cierre de Ticket En espera, luego de 24 horas
Hola. Actualmente veo que no puedo crear una regla cuando el ticket se encuentra en espera por 24horas. Este cierre de manera automática. Ya que en el personalizado de la fecha, seleccionas una fecha/hora en específico pero no las 24 horas que el ticket
Create a workflow to merge duplicate tickets
My backup solution will send me automated emails whenever a workstation goes from a status of "healthy" to a status of "troubled", and then send me another email whenever they go back to "healthy". I have it forwarding these to my support inbox, and it
Removing one commend or thread from a ticket
Hi, Sometimes, and against our warnings and disclaimers, our users still send a password in a ticket. Is there any way to delete that thread/comment within the ticket, which contains the secure data? Currently, we are forced to inform the user of it,
Assign tickets to agents in a defined sequence
Hello everyone! Assignment rules in Zoho Desk provide an automated mechanism to distribute tickets among agents based on predefined criteria. This ensures a streamlined and efficient way to manage customer requests. Currently, there are two types of rules:
New to Zoho Desk -- Layout versus ticket template
Are ticket templates just subsets of layouts? I'm still a bit confused as to what the difference between the two is.
Filter Emails Based on CC'd emails
3 years ago, a user submitted a question about having a filter based on the BCC (here). I'd like to know if there is an update for the said feature. I'm trying to create a filter using the CC field or the other recipients of the email. Is this now possible?
Confusing Ticket Views for End Users
The tickets' statuses don't necessarily equal the VIEW choices for the END USER in the self service portal. For example, what's ON HOLD for AGENTS is actually AWAITING INFO for the END USER. More specifically, when the AGENT needs more info from the END
SLA configuration
Hi, I am currently configuring a SLA in our Zoho Desk instance and I can't find the setting, how to define a fixed resolve time. The use case is the following: If a ticket is created and the customer has no SLA set a resolve time 15 days after and the
No email sent to customer
I am able to email the support email address and the ticket is created in zoho desk. When I reply to the ticket in zoho desk no email is received at the email address used to create the ticket.
Register for Our Next Zoho Desk Webinar - How to run optimal customer service operations!
Hello there, This is a friendly reminder for the sixth session in our webinar Series. Webinar Topic: How to run optimal customer service operations Date & Time (PST): November 29, 2023, at 11:00 am | Registration Link: https://zurl.co/qhKq (IST): November
Is it possible to reorder the options of the Jira Projects in the Zoho-Jira integration?
Assume that I have a Jira-Zoho integration sucessfully running. I have 3 Jira Projects assigned to the Zoho Department following the STEP 5 of this documentation. "Project 1", "Project 2" and "Project 3" are the names of the Jira Projects. However, I
Search and replace in knowledgebase
I'm sure we're not the only company that has renamed a feature, changed a label for a field or reorganized a menu in our software. Sometimes these seemingly small changes cause a lot of work for kb admins as they have to go in and rename the thing
Ability to search via permalink
When you make a KB, the subject you first use is the permalink. Should someone go back and change the subject, the permalink will stay as it should. But if you then delete that KB and it is sitting in the recycle bin, that permalink is still taken, and
Ticket assignment: load balancing ruins round robin functionality
Let's say you have two agents, agent 1 and agent 2, and you want the round robin assignment to evenly distribute incoming tickets between them. The way the load balancing seems to work is that ticket 1 goes to agent 1, but if they close it before ticket 2 comes in, their load is back at zero, so they get assigned ticket 2 as well, and ticket 3, and so on. So unless there are a lot of tickets coming in at once, one agent will receive a lot more tickets than the other, which ruins the round robin functionality.
Round Robin Assignment to offline agents in Zoho Support
Is it possible to assign tickets to a round robin of reps regardless of their online/offline status? Eg We want to assign certain tickets to a group of people at all times, even if they're offline because the SLA allows enough time that tickets can sit
Length of email reference field exceeds 998 character limit specified in RFC 5322
Hi, We are using zoho desk and we ran into the issue below when replying to a ticket. It turns out that the Reference field was the culprit as it contained a lot of references and ended up at 1154 characters and hence exceeding the 998 character limit
Allow agents access to manage KB
The knowledgebase is a great tool that we'd like to use more often. I have discovered no method of allowing an Agent to add categories via the Manage KB option. Is there a permission setting I can set to allow Agents to access the Manage KB option?
Next Page