Ticket Template - Unable to process your request
Hello. Since yesterday i'm facing a problem in Zoho. Edited ticket templates for the past week and since yesterday having problems when editing. Message "Unable to process your request" when trying to edit any field. Verified with admin coleagues and
Desk- turn off notifications to users when deactivated
I've just been told by support that this is not possible. Please consider this a feature request- if I am deactivating clients who haven't worked with me for years, I DO NOT want them to be notified by email, and it's incredible that we are unable to
Help Center users can now set their preferred date and time formats
Hello everyone! We are here with another enhancement! Help Center users (registered or signed-in users) can now set the date and time format in their profile. Until now, the date and time format were predefined as: dd MMM yyyy and 12 hours respectively.
Hitting reply all after an outgoing phone message in Zoho Desk
In Zoho desk when we try to send an email following a outgoing VM, we get a red error message saying "we are unable to process your request". We noticed that the phone number was appearing in the send to fields after an outgoing call and took the extra
Identifying teams through logos
Hello everyone! Identifying teams during ticket transfers has become easier! Sometimes, tickets demand immediate attention. This may be due to a security breach, last minute payment, or urgent technical issue. In the case of a last-minute payment, the
Updating WhatsApp Associated Contacts
Dear Support Team, I trust this message finds you well. I am reaching out regarding a situation with one of our valued customers and an integration challenge we have encountered within Zoho Desk. Initially, this customer was already present in our system
JIRA Integration
Hello, Is the JIRA integration still one way Zoho Desk to JIRA? or has their been any progress on the 2 way integration? Many of our clients use JIRA internally to raise tickets and we want them to be able to be able to escalate tickets to us in Zoho
Google Sheet
Hello Zoho Team, I am aware that importing a CSV or excel can be used for bulk creation tickets. Is there a way to also sync a google sheet in zoho desk and it will automatically add a ticket based on the data in the google sheet? Thank you
"Your connection is not secure" - SSL Certificate Error
Hello, We have a zoho account for Nextide Academy. Currently helpdesk.nextideacademy.org is mapped to Zoho Helpdesk. When I tried to access the site, I'm getting the "Your connection is not secure" and your software is completely unusable. If you are going to force us with this SSL error for free accounts, may be you should not advertise it as a free account. You may have as well said that it has to be a paid account. What's the resolution to get rid of this? Thank you
No PUSH notifications from DESK to Android
Hello, we are testing Zoho Desk but not receiving any PUSH notifications to the Android Zoho Desk app at all...any ideas?
Do not receive notification for tickets created from forwarded emails
Hi, I have set up my company support email to forward emails into Zoho from Gmail. This is working correctly, because when I submit issues to the company email, they do appear as tickets in Zoho. I have also set up Zoho to notify the agent and the ticket
Overview counts for available Zoho agents
Hi Zoho team, Is there a way to check count of available agents on our subscription? In Users and control->Agents, we cannot see the number of available count of agents we can still use Thank You
Keep Contacts from automatically being associated with accounts
New to Zoho desk and ran into an issue, We contacts being automatically associated with accounts when closing tickets. We need to stop this from happening, and only have contacts associated with accounts when we manually add them under the account i
"Mark as Read" option
I would like to see the ability to select multiple tickets and have a "Mark as Read" option that can be applied to the selected tickets (similar to what you would see in my email clients). Best regards, Chris
Knowledge Base updates and enhancements: Resetting article insights and simplified cloning
Hello everyone, Hope you are well! Knowledge Base articles can provide a wealth of information on a wide range of topics to help readers find solutions to their problems. That's why the Knowledge Base is one of the most popular self-service platforms.
I don't receive the customer email response onto the ticket
When a customer responds to my tickets they don't show up in Zoho Desk until the ticket -- I currently use Office 365 email system.
sending KB article links to other agents
I would like to be able to send a link to other agents about a new article when I publish it - but the link that works for agents (not a public link) is super long. Is there a better way to send a link or a way to shorten it?
Who would like us to agree on improving the users' experience?
1.1 When I fill the form for starting a conversation, you'd like me to decide whether I want to participate in that conversation. I don't see that this makes sense, because people start conversations in order to have them. That's why other software works
Zoho desk - 2Fa, Whitelabel
Hello, We're using GSuite and one of the emails is connected with Zoho Desk for support. We would like to enforce 2Fa but couldn't find option in the Zoho. Basically want to update the password of the email and then authenticate support email through
Monthly Release Round-up - July 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Additional options included for automatic spam detection While setting automatic spam detection, admins can choose from the following
Job Dispatch Application
Hi, Is anyone aware about a Job Dispatch Software that integrates with Zoho Support. I found vWorkApp http://www.vworkapp.com/index.html but it integrates only with Zoho CRM. We have a team of engineers on the field and we want to be able to assign jobs to them based on their location which is tracked through GPS. Any idea how I can do this?
How to stop contact notifications to a closed ticket?
When a Contact replies to a Closed ticket, we have a Workflow/Rule/Alert/Email Template asking them to create a New ticket. However, they are still receiving the "Acknowledge of Reply" notification. I need to stop this auto-reply but only for Closed tickets.
Is it possible to generate a report with data greater than 6 months old?
I'm trying to generate a report of all open tickets assigned to engineering but the start/end dates limit me to the "Last 6 Months." We've been using the system longer than that and have open tickets that are older than 6 months but cannot generate a
Possibility to insert Portal KB Links while authoring/creating KB articles (Add KB Article portal links from within other articles)
Hello, while writing a Knowledgebase article in Zoho Desk, sometimes it becomes necessary to make reference to another article. Currently, it is necessary to search for the article on another tab or on the User Portal and then paste the link. This makes
Macro to Delete Ticket and Prevent Sender Email Address from Creating any New Tickets
We receive a lot of general emails to our support@ email address which all end up as tickets in Desk and I would like to prevent this. My idea is to create a macro that would delete the ticket and prevent any new tickets from being generated by the sending
Is there a limit to the number of users that can be registered in the Help Center?
Is there a limit to the number of users that can be registered in ZohoDesk's Help Center?
Email forward except specific sender addresses
We have 1 email address connected to ZohoDesk. All email is forwarded to Zoho on the email server. A lot of email is coming in, which are turned into tickets. The automatic numbering increases very quickly. I have specific email addresses which i don't
REQUIRE minimum time entry
We expect all of our tickets handled by agents to have a minimum time entry of 15 minutes. There doesn't appear to be any way to enforce this in Zoho Desk, so if an agent closes a ticket and forgets to add their time, it doesn't get caught until report
Article Answer cannot exceed 16 MB.
I was uploading an user manual trough html but it looks like an Article Answer cannot exceed 16 MB. Could this be increased to 60mb as our max html file is like that now? Or is this something than cannot be done?
Time spent at each status
Parts of the KPI we use is the time a ticket stays in each status, Is there a way without using manual time tracking to do reporting based on this information?
No atricles in customer portal knowledge base
When I go to the customer Portal and select knowledge base no articles can be found. Even though I have created articles in the help centre.
Google Search Results returning a tag page
One of the google search results that we are getting when users search for "Payroll" is a page from the KB, but it isn't an article, it's a tags page: https://url.com/portal/kb/tags/<tagname> <---in that format. The payroll keyword isn't included on any
wrong number of tickets
What is the composition of the number of tickets under "All tickets"? (Company level) In the example, 98 tickets are displayed - in fact, only 79 tickets exist.
My Open Tickets View Not Working
Hello! We are seeing that the My Open Tickets view has changed to now include ALL open tickets, not just ones assigned to that agent. Has there been an update recently that would have impacted this functionality? Or is there a bug currently affecting
Ingreso de correos
Tengo problema con mi bandeja no entran todos los correos y hace varios días dicen la leyendo externo en los que se logran recibir.
Not able to send email via zoho helpdesk
I have enabled TLS service on email yet it is showing same error. Error while processing the request! javax.mail.MessagingException: 5.7.3 STARTTLS is required to send mail [MA0PR01CA0089.INDPRD01.PROD.OUTLOOK.COM 2023-07-17T11:24:37.605Z 08DB85D83A
Log in to Zoho Support with Google Apps
Hi there! I see "sign in with Google Apps" options and Google Marketplace apps for Zoho Support, but I have a feeling I can't clearly answer my simple question: Is it possible to have users from a Google Apps domain sign in with their google apps credentials
Easy Way to Add Notes to A Contact Record
In our other CRM system we are able to add text file notes to contact records along with other attachments. In Zoho Desk we know that we can also add other attachments but we need a way to add an easy to edit note for saving things like usernames and
Zoho Community Sign-In Interfering with Apps
In the last month or so, the Zoho Community Forums sign-in process has started to interfere with my Zoho apps. It seems like the Community Forums automatically signs users out after some period of time. I haven't tracked, but it seems like 48-96 hours.
Mass Update CRM Sync
I am working on setting up our Zoho Desk. I have the 2-way sync with Zoho CRM enabled. However, after I sync'd everything, I realized the first name didn't map correctly, and all our clients are missing their first name in Desk contacts. I can go into
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