Is there a Workflow Rule that can Auto-Gen Account Name based on Customer Email?
Hi, I'm very new to Zoho Desk and don't have much of a developer's background. I've tweaked with workflow rules, but can't seem to create one that can auto generate the Account Name based on the e-mail from our clients. Is this difficult to create and apply?
Adding Multiples of the same Product to an Account
Hello I have added all of the products I sell, I do not wish to add each individual product with a serial number because I will not be able to report all accounts who have Product 1 etc. My accounts may have 5 x 'Product 1', 3 x 'Product 2' etc. I cannot
Pop-up custom function
I am trying to create a custom function in zoho desk to generate a pop-up or message to slack as soon as an agent makes a public comment using internal naming information. I really struggling with zoho's deluge script. Should I be using a webhook or is there another way to do this?
Zoho and Slack integration
Hello, Can someone please tell me where the numbers from this stats come from? This is the extension of slack and zoho desk. I get this notification every day at 10 am CET in my slack channel but those numbers are not from daily tickets. That is wrong.
Pictures in Attachment dont open while using FireFox as an Agent
When a picture is attached to a ticket, the agent who is using "FireFox" as a browser cant open the picture. When clicking on the picture it will not load and just show an infinite loading spinner. Downloading the picture and open it is working only clicking
Auto-Assign from an email reply
I believe I have seen similar requests, however, I don't believe that there has been an affirmative answer. When I get an email from the Desk as an Agent and I reply to the user from my Outlook email client, the ticket is not automatically assigned to
Trigger Workflow only contacts from a company emails into ticket
Hi Zoho Team, I am trying to create a workflow that updates information on a ticket which is working fine in terms of the updating. My issue currently is I only want this information to update when an email is sent in by the ticket contact. For example:
Make a ticket unable to close if a field is not populated.
Currently we have a system in place that automatically E-mails our ticketing system to create a ticket when we have failures. When this ticket is created we have an empty failure field. Our developers will pick up these tickets to fix the issue. Currently,
Export KB articles with URL/Permalink
Is there a way to export a list of articles along with the URL/Permalink?
Update thread with Zoho deluge
Hi, Is it possible to update a thread (mainly the cc fields) using a custom Zoho Deluge function? Thank you in advance. Best regards, Jesse
Merging Ticket Idea
When a ticket is merged, the old ticket is deleted and no longer in the system so this can be confusing later down the road. I was thinking of ways to better see these merged entries would be a label on the ticket interface that would say this ticket
Activity due date based on business hours?
Is there a way of creating an activity with the due date set in business hours instead of calendar hours? One of our use cases is as follows: a ticket is created for a new product order, the order gets dispatched, we need to automatically create an activity
Repetitive Tickets in Reports
Hi All, When I try to create a report, unfortunately, some of the tickets repeats in the report and I could not find the reason for it. Please see the attached picture. Did you encounter the same problem before? What could be the reason? Thank you for
Demo Clips
for the Zoho desk, are there any Tamil demo clips?
Insert email template on replying
Hi, I'm trying new version and have little trouble. How to insert email template when reply ticket? In the previous version, the Template button located in front of Bold button. Anyhow it disappears in new version. Do I need to setup any thing? Thanks!
Voice message recording on trouble ticket.
I see the recorded voice message automatically assigned to a new trouble ticket. I can click and play the message when accessing my account from a browser such as Chrome. How can I play the message from my iphone? I tried forwarding the ticket to my gmail
Permission Denied
I'm trying to test our Community Forum. I posted a test post. I'm the moderator, when I go to click "Allow Topic" it tells me "Permission Denied". Please explain.
What happened to the ability to hide attachments in KB articles?
I used to be able to hide attachments in KB articles but i can't find that option in the new interface. This was very useful as I use a KB article to keep the latest drivers for our products. This way when customers access the article they only see the
Need Option to Export to Excel & CSV without Headers and footers
Does such an option exist? If not, please implement it.
View help center as an specific end-user
Hello, at the moment, it is not possible to view the helpcenter as an end-user or a specific end-user, you might have to create an test end-user account and access the helpcenter to view as an end-user. It would be very nice if there is a native functionality...
Problem with Mixed Time formatting in Zoho Desk Reports
We view, export and work with the data from the "All Tickets Detailed" report regularly. While the columns "Resolution time in Business HOURS", "First Response in Business HOURS" and "Total Response Time in Business HOURS" all clearly indicate that they
Duplicate tickets from support email
Hi, All tickets from our forwarded support email are duplicated, we checked the configuration of the mail server and emails are only forwarded once. Is there an option in Zoho Desk to limit duplicated tickets for 1 email received? Regards, Cyrille
Can we create tickets in Zoho Desk via an excel upload
I have an excel with a number of issues being faced by a client and would like to create tickets using an excel upload, is it possible on zohodesk.
Is it possible to send a email to muliple people at once
I have to notify my customers that we cannot service them during the Christmas holiday period and we need to postpone service until a date in Janurary. Is it possible to send a templated email to multiple customers at once? The current flow is to open
Auto Reply deny list for automated emails sent to Zoho Desk
Hi, We want to implement an auto-reply deny list for domains that send automated emails, which we direct to the helpdesk. There are a couple of posts about this, but in the workflow example below, Actions->Send Alert->Notify Contact isn't an option.
Spam Tickets
Hi guys. We've discovered today hundreds of emails from our customers in the SPAM Tickets Folder !!! There are emails from almost all kind of domains but gmail: hotmail, outlook, customer domains, etc. Any suggestion? We have completely lost our confidence
Sync Zoho Desk Activities module (tasks/calls/events)
Hi, Unless I'm wrong, it seems that the Activities module in Desk in not syncing as a whole. Only Tasks are. How can I integrate this?
Contacts in Zoho CRM to Desk integration
Is there any way to set up the Zoho CRM to Desk integration so that it imports only Contacts that are associated with Accounts with Account Type Customer? I don't want all of our prospect and past contacts in Zoho Desk.
Zoho Desk - SLA
Can I create SLA with number of tickets or site visits on Zoho Desk?
Set reply as default
Hello, I noticed that the reply all function is the default for responding to tickets. Is it possible to set "reply" as the default as opposed to reply all? Thanks a lot.
Agent creating multiple duplicate accounts
Hello. One agent, in particular, is constantly creating new duplicate accounts in Zoho desk. The following appears to be happening A new ticket is received and automatically assigns to the correct original Account. An agent responds to the ticket and
Zoho Helpdesk Auto assign
Hi support team, wondering if there is a way to auto- assign a ticket to an agent an reply the workflow we as looking at is end user emails --> zoho creates tickets and informs all agents Agent responds to the ticket via email --> ( ZOHO to assignthe ticket to the Agent who replied to the ticet) Please advise
Creation a Widget for zoho desk
Hi I'm creating a widget using this documentation: https://www.zoho.com/desk/extensions/guide/#App And I'm using this code: <script src="https://js.zohostatic.com/support/developer_sdk/v1/js/ zohoDeskClientSDK.min.js"></script> <script type="text/javascript">
Agent can modify closed ticket???
Hello everyone, I'm checking a problem: once a ticket is closed, why can it be modified by the agents while remaining closed? And assuming that such an operation is more or less understandable, why isn't it an option possibly reserved only for administrators?
How can I send time-based email notifications to CONTACTS when their tickets are on hold?
We want to send email notifications to customers/contacts at certain intervals when we are waiting for a response for them - for instance, we reply to a customer but want to give them a "nudge" email if they have not answered us within 48 hours. How can
Notification on Community Portal
Hello team, I'm reasonably new to Zoho CRM, and I'm very interested in learning more. As part of my journey, I'm starting to use Zoho Community Portal quite a bit, but I find it difficult to know when someone has replied to one of my messages or topics
Desk login
Hi, I can't login to my Desk, every time that I try it ask me to create a new Account, I already have one, but I'm not able to login and see my tickets. Best regards Victor
Adding Office 365 users defaults to Global Admin and current department
When adding a new agent from the agent screen using the Add Office 365 user it grants them global admin unless you select light agent. This seems a bit overzealous. Instead, it should default to agent or allow end user to use the custom option. Other
Add Followers
Just noticed the 'Add Followers' feature (must be a new addition) in the case screen. Does anybody know what this does? We have tried adding some followers but they don't get notified of updates or anything so i'm not sure what the point in it is?
Help adding account number from Zoho CRM to the ticket screen in Zoho Desk
I need to enable my agents to see the account number on the related details pane on the ticket screen. Currently I can see name, company, number, and email but would like to add more to this pane. Is this possible? I will attach a screenshot
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