How to setup a email notification when an agent reply to a client?
Hello , when agent reply to a ticket I would like to send automatically an email notification to client with template like: “Dear Customer name, An agenti reply to your ticket. Read and reply Link ticket Have a nice day” How can i setup?
Custom URL Scheme Zoho Desk Knowledgebase
Hi, I want to know if it's possible to use a custom URL scheme for inserted HTML in knowledgebase articles inside Zoho Desk. Why? We specialise in support of macOS. But in the last few years, Apple has made it difficult to provide remote support because
Zoho DESK slow from 14:55 - 15:15
ZOHO desk is slow everyday from 14:55 to 15:15, this is everything from creating a new ticket, performing a blueprint transaction, or sending emails. I have asked our internal IT team to checkout anything that could cause slowness on our machines or
Zoho SMTP: Too many recipients / Server busy. Please try again later from [185.172.199.249]
Hello when replying on a ticket we are receiving this error message from the mailer-daemon: THIS IS A WARNING MESSAGE ONLY. YOU DO NOT NEED TO RESEND YOUR MESSAGE. The original message was received at Mon, 21 Nov 2022 09:55:52 +0100 from support@**.zohodesk.eu
Add a modify button in KB article viewed from Tickets.
When viewing KB from the left pannel in tickets , there is no way for modifying the KB article exept navigate in KB and search for the article, and then modify it. It would be nice to have a update button / link in this Article View It would encourage Agents to update KB article on the fly , and so having an up to date KB ! Thanks,
Light Agents can't edit their own comments
It appears light agents can't edit their own comments. This seems crippling. What happens if they accidentally comment something they shouldn't or a major typo? Please allow light agents to edit their own comments.
Prevent notifications to a certain contact
Is there a way to prevent notices for one contact? It seems two systems are getting a feedback loop and creating a bunch of tickets back and forth.
Auto Close Tickets
Hi, We are getting lot of unwanted common notifications and emails with specific subject or sender. How we can auto close such tickets.
No invite being sent to 1 user, and not showing in zoho desk
Hi, I have sent out many many new user invites from Zoho desk, but this one user (email address) is not a) being received (not even in junk) and b) does not show as invited on zoho desk I read there may be a way to send a manual URL can you help please?
Failed To Post Comment
Hi, my team and me are having this issue, Desk don´t allow us to reply Fb tickets, with no reasons aparently, whe are answering new tickets (open), Could someone please guide me to fix it? Kindly asking Alvaro!
Print Ticket Content
Is it possible to print the content of a ticket. My client is requesting this.
How can I redirect in form without choose department?
Hello, in portal when client click on "send ticket" open a page where need to select departmend. After choose department, show the form and open ticket. Is there a way to go directly on form and in the form choose department?
Email Templates for Appoval process
Is there a way to update the approval notification email? The email that comes through doesn't include enough metadata, and it would be nice if it supported smart fields like in the email template setup.
Reply within Ticket
I'm sure this has been asked before but I cannot find any threads on this. So when we are working on a ticket and need more information from the user for example, we reply to the ticket asking for that, and they then reply back to us, why does it create
Delete al current tags
Can I delete all current tags so i can start with a new list.
Request search not working in zoho one interface, but is working at zoho.com/desk
Request search not working in zoho one interface, but is working at zoho.com/desk Searching for the same ticket: when searching from zoho one: no results. when searching from zoho.com/desk correct results. See video
Zoho Desk Description
The system should copy the first 100 words of an email of the ticket and copy it on Description. Then description should be provided on ticket notifications: 1. Ticket Received Notification 2. Reminder to response notifications 3. closing notifications.
Assignment Rule for Ticket Reopened by Customer Reply
Hello, I'm thinking we are missing something terribly obvious and wanted to see if anyone else has done something similar. We are good with tickets reopening when a customer respondes, but we don't want them to stay with the agent who had responded and
Zoho Desk : Sub Category should allow validation from Main Category
Hello Experts, I am trying to use Category & Sub Category fields available in Ticket form. I need Validation in Sub Category (derived from Main Category) For E.G. When we select Hardware in Main Category Then Sub Category should show 3 problems When we
Feedback widget Knowledge base and Community section
Hi, I just want a confirmation that the Knowledge base and Community section is only available on the embedded popup web form and can't be used in the iFrame or web embedded form. If they can could someone help us initiate that into the iFrame widge
Where do I log agent in Zoho desk
Just started using Zoho desk, and currently only have myself as an agent. I am showing agent offline, but having spent a considerable time looking and can not find a means to put myself online!? Come across this article, but with 15 thumbs down its probably
Quick access to the ticket description
Hello, I would like to get an overview of all tickets. However, I am not interested in the e-mail conversations or other stuff. I only want to see for example the ID, description and contact of the ticket. Therefore, I thought I would create a report.
Change order of ticket layouts
In the ticket layouts, I literally just want to change the order of these layouts so that "General" is after "Requests". I want them to appear in the help center the other way around, how do I do that??
Deleting a Ticket View
How does a user delete a ticket view that he created? Thanks!
Request New Feature: Automatic Ticket Merging from Same User
All tickets from the same user come in to Zoho desk randomly and its messy - we want them to come in one conversation for each user so we can bunch it together.
Zoho Desk CC Emails Not Caching
Hi all, I have a funny little issue. I help manage Zoho Desk for a digital marketing agency where we provide support to customers that we've built websites for. Pretty simple. For whatever reason, I cannot delete cached emails that appear in the CC field
Auto assign new tickets to the agent who was the last to respond to the contact
How can we make it so that when a recurring contact opens a new ticket, it is automatically assigned to the agent who was the last to respond to the contact?
Submit and Open a New Ticket Entry Layout
Hi, In the simplest terms I need a button/function/workflow called "Save and Create Another" which would save the already filled submission form and open a new ticket submission form with some of the field prefilled so the agent would only need to change
Billing Type change with specific customer and sub-category
Hi, We have 2 billing types "Billable" and "Non-Billable". We would like to change the Billing Type automatically when a Time Entry is created for a specific customer with a specific sub-category. Already tried Validation Rules but i cannot select "Account
Ability to Track Time Via Status?
Let me paint a picture first. We are defining the metrics from which our department is graded, essentially. This department is for changes to websites, and one of those metrics is how long we work on each ticket, as well as the response time to tickets in general. Currently, AFAIK, the only way to track the time spent actually working on a ticket is to use the tab at the bottom "Time Entry" which requires manual entry of the time spent. So, we'd need to track our own time manually, so that's no
Duplicate tickets when second department is CCd
Hello, We have two departments with their own email addresses. However customers often CC the other address, which is effectively creating a new ticket in the other department: 1. If a new email - will create one new ticket in each department 2. If a
How does a ticket become "overdue"
Very strangely I cannot find any information on google or here what exactly makes a ticket become "overdue" and how we can change or modify what makes a ticket turn overdue. Anyone has any links to resources or an explanation?
Generating reports with attachments in tickets
Is there a way to generate reports with the attachments(Like images) in the ticket?
Disabling FWD option for agents
We are having ongoing issues with multiple tickets being created via user-emails. It appears this is due to agents replying in the ticket with "Forward" rather than "Reply" - thus creating a new email chain. This means that when the user replies back,
Tickets have default shopify mail as adress
Hey i tried using it but all tickets that come in trough the contact form have mailer@shopify.com as the email. Is it possible to instead of having that email to have it with the email the customer used?
Setting Default Fields for Tickets by Email
I've set the field defaults for some of our fields, but this only seems to apply for tickets created manually. A ticket sent in via email doesn't pick up these defaults. Can this be set or is this only achievable through workflow rules?
WhatsApp messages not landing in Desk
We have been receiving all our support tickets from WhatsApp on our Desk dashboard. But for 2-3 hours any of the messages sent to our WhatsApp support number are not landing on the dashboard. We have enrolled for the IM beta access. I expect the earliest
Time tracking not as good as Zoho Projects
Hi I use Zoho Projects for my web development projects. The time tracker (little green clock) is great. I have just started using Zoho Support for support requests. These also need to be billed, so the time tracker is essential. I therefore upgraded Zoho
Assign tickets based on "To Address" or "From" address
Hi, I'd like to auto-assigne tickets based on "To Adress" : for example, if a customer knows my agent and send him a direct email with support adress in cc, i would like the newly open ticket to be directly assign to the agent. Same thing using the "From
Zoho Desk Response Due clear button - can it trigger a notification
If I set up an SLA with a (first) response due time, but I receive a ticket that does not require a response, I want for the team member to be able to clear the response due time so as to not trigger an SLA violation (tickets often stay open longer than
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