Integrating Zoho Survey with Zoho Desk
Hi there, I was wondering if there was any plan to natively integrate Zoho Desk with Zoho Survey.. Actually, we have a customer-satisfaction survey, we'd like to dynamically invite our customers to this survey, when we close a ticket. We can send a generic link, but it won't be natively integrated in Zoho CRM. Do you plan to improve that? Do you have any suggestion on how to handle this case? Cheers,
Have their been recent changes to the Comment via email feature?
Today I notice that when I forward an email to an existing ticket, I am creating new tickets instead of the email being added to existing tickets. I tried this several times today to make sure that I sent the email to the correct email and department
Notifications for tickets that you have no permission to view
When a ticket is in a or moved to a department that the agent has no permission to view, sometimes they still get notifications for these tickets, such as comments being left. Then they click on them and it says they have no permission. How can we disable
Disable email notifications for agent
A fellow agent gets way too many redundant email notifications from zoho. If they want to turn them off, it says they are not allowed to. If they want to disable them it says to contact administrator. Is this by default? As administrator, where would
Zoho Guided Conversation for Instant Messaging (Whatsapp)
Hi all, I have created Guided Conversation for our website. However, from the following Youtube video https://youtu.be/2BXtGOlO4ik, it seems that there is a way to also connect Guided Conversation with Instant Messaging (Whatsapp). Unfortunately, I could
Time spent field
Good day, Does anybody know what happed to "time Spent" field, It is critical you out business to track time per ticket and per tech. today we tried creating a new report and find the field "time spent" is missing, I'm I missing something HELP... Thanks
Unabte to create report using single time spent
Hello,I'm using Zoho desl Profession. I'm not able to create reports using time spent (hoursspet+minutes spent)detail of each single time entry . Only total time spent is available....but I need time spent of each sing time entry.
How to count ticket passages through a transition in Blueprint?
I've recently added a new field to my ticket layout where the agent has to inform the reason the ticket is on hold. Today, as my blueprint set up, a ticket may leave and re-enter the On Hold status several times, and I would like to count how many times
How to add an article to the category and not to the subcategory
Hi, I have a KB for my app with one "Advanced Search" section. There I have 2 subsections (companies and People). How do I associate an article with the "Advances Search" main category? The tree is: Advanced Search | ---Article | --- Companies (Subsection)
Helpcenter Knowledge Base Visibility Problem
Hello, I have created a knowledge base and I want to adjust the visibility of the sections that I created. I created groups for the knowledge base for the areas and locations. I set the visibility of the knowledge base for each group I created. I have
Time Based action triggered once a day only
Hi All, im trying to implement a time based action where an emain notif is sent to ticket owner if status is set to a custom status "acknowledged" already for more than 48hrs I tried creating one however, notif is being send every hour is there a way
Setting email comments to public or private
When an email is forwarded into Zoho Desk but the customer email address is absent, the email gets automatically added to a thread as a private comment (by design). What would be good is the ability to manually choose between public and private - so click
Public v Private Comments
Is it possible to set the default for comments within a ticket to Public? I am the only agent so I see little value in creating Private comments as there does not appear to be a notification sent to the client when a Private comment is posted. I dont
Would like to have attachments on email templates
Hi all, I would like to be able to add attachments to email templates. I cannot see anyway to do this from the email template setup page. Jimmy
How to correctly separate tickets for Sales + Support.
I've created two teams in Desk (Sales + Support) and same for the departments in SalesIQ. I created a test ticket for support and made myself an agent in Sales... but I can still see the ticket when I view all open tickets. Another thing, if I click on
Ticket Form is wiped when Template is changed
Hi, if the customer changes the Template, edited entered fields are reset without notice. This is a bug as long as we do not inform the customer about the wipe. For us, a workaround would be OK: We only have one Template, but the customer still has to
Office 365 SMTP with TLS issues
When setting the SMTP server on port 587 (TLS) we get an error in Zoho desk. When we use 25 (PLAIN-TEXT) it works, but we cannot send emails. The error message we see in 'Failed Email Alerts' is: Error while processing the request! javax.mail.MessagingException:
Several agents work on one ticket. Need permanent BCC.
Hello, After the migration from another popular support system we are generally happy but there are some things we really miss, which do not let us think that we completely migrated. One of those things is the possibility to keep agents informed about the progress in tickets (and not revealing to clients we track it). As soon as the ticket is assigned to an agent, the other agents lose control on it. Yes, I know that you have a "Followers" feature. It notifies me on my mobile (without any details
Adding 2nd agent to a ticket
Is there a way to add a 2nd agent to a ticket if they are working together on the ticket? Or can you only do it by @ mentioning them in a private comment?
Export Ticket information
Hello, I am wondering if there is a way to export ticket data to an excel/word/pdf document? It would be very convenient, if when the ticket is closed, to be able to press a button and send the: ticket number ticket problem ticket resolution ticket client
How to create an automation for tickets in Zoho Desk?
Hello, I need to create an automation for tickets in Zoho Desk. I would like to have one field (integer) which will be updated every 100 days, for example, the field number is 0, and every 100 days it will be +1. How it's possible to do like this? Best
Reply email setup when using multiple departments
Hi there! Our Zoho desk is setup with multiple departments. We have a specific inbound/outbound email address for each of these departments so almost all inbound and outbound requests come and go via that department's email address. However, occasionally
Send dynamic mails to customer
Hello, we would like to send emails to customer, when they are submitting new tickets via mail. Inside the mails there need to be dynamic text parts, so we use workflow rules + alerts. If certain criteria matches alerts are getting sent to the customer
End user cannot login
Hi, I have a new end user / customer who cannot access our Desk support portal. He has received his welcome email, but inhis words: "When I go to the support activation page, it tells I am registering under "_____". I type my password, It shows me the
Sending WhatsApp message using "Notify via Instant Messaging" is not working
I have multiple Template Messages each template associated with workflow and everything is working fine, then I added a new template I found that Template Category options has changed, before I was selecting "Alert Update" but now this option is not available
Customization of Classification
Good Day, Is is possible to customize the Classification? like I want to add "Inquiry". Thanks.
Reporting on Tags
Is there a way to report on tags or is it just the two view that can be used?
Assets Management
need to add assets to each account and each asstes has a diffrent end date
KB Reviewer making edits and changes
When an editor saves a kb article that has been edited, they have the choice to save as draft or send for review. When a reviewer edits a kb article (or at least in our setup) they can only publish. Is there way to make it so that the Reviewer can make
Can you lock due date until after ticket creation?
Hi Support, Currently testing an updated & automated build of our ticketing system on a test department. So far everything we require to streamline workflow has been possible but there is one small thing that has been annoying us. After we have created
Custom View with placeholders
I want a view for my agents. The tickets are asigned to them or a their team is there a possibility for a custom view state is open AND (Ticket owner is $current user OR Team is $user teammember)
How to allow client to filter the Zoho ticket status
Hi, Anyway we could add in the filter status for My Area under client view?
No Inbound Email Tickets
It appears that no inbound emails are being converted to tickets. We've sent test emails to our accounts and are still not receiving tickets for them! We are completely dead in the water right now. Please help!
Zoho Desk email channels not receiving any emails
Zoho Desk email channels are NOT working. status.zoho.com is showing that everything is operational. A call to support stated that there is an issue and that it should get resolved in 2 hours or so. 1) Zoho Status at status.zoho.com should be updated
Can't Add Guest Users in ZohoDesk Contacts
Hi ZohoDesk Support, good day. Need your assistance since we can't add our Guest users in the Contacts. Sometimes it works, sometimes not. Kindly advise. Please see attached error when we try to manually add the user. Thank you.
Email replies from tickets are showing up as a single user in Zoho Desk
Hello, I have an issue (?) on my tickets, I have created a workflow rule that sends an automatic email reply to clients, when I do that, the workflow rule asks me to set up the email reply and it asks me which email address I want to use as a sender,
Zoho Desk and SLA management for response time
Hi guys, How can I manage the SLA on the response time instead of the ticket closing date? I'd like to turn off the SLA timer whenever an agent respond. Is this possible out fo the box or even by using a workflow or API?
Copying Ticket Layouts to Different Departments / Help Centers
Does anyone have any suggestions or work arounds to this lack of functionality? I have several help centers and departments. I have a layout that I want to have in multiple departments, but when I clone it, it only gives me the option to keep it in same
Prevent Duplicate contacts
Hello! Is there any way in Zoho Desk to prevent duplicates from being created? We would like to set a unique ID on one of the fields for contact creation, for example email or phone number. I couldn't find how to do it in Desk (All I found were articles
Email attachment size limit is too small
20MB limit for an email attachment is too small. With the sizes of the pictures or videos from smartphones and other available devices, this is incredibly prohibitive. Possible solutions - zoho can strip the attachment and in place put in a link where
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