Round Robin Exclusions Based on Days of the Week
I have a team that works regular shifts. Rather than have them mark themselves as offline, would it be possible to create an assignment rule based on days of the week? For example. Agent 1 - Works Mon-Fri Agent 2 - Works Tue-Sat Agent 3 - Works Wed - Sun Can I create a series of rules that excludes these agents from round robin based on the days that they work?
Bulk update not possible - field is used in a validation rule
Hello, we have a custom field inside (checkbox) a ticket layout and want to update this via bulk updates. But inside the drop down „Select Field to Update“ the custom field is not there. The field to be edited is used in a validation rule. If I remove
why is the assigned person/owner missing once you create a task from the ticket itself to be added on the project?
Why is the assigned person/owner missing once you create a task from the ticket itself to be added on the project? - When you go to project after creating the task, the initial person/owner assigned from the ticket disappears on the project.
JIra window not loading
We have Jira integrated with Zoho Desk and the window to link/create a desk ticket to a zoho ticket is not loading, it's just blank. See screenshot.
Turn Off Ticket Notifications To Specfic Accounts
Good Day, We have some clients that do not want to get the notifications when a ticket is created or closed. Is there a way possible to disable notifications for those who don't want to receive them? Thanks in advance, Sam
Zoho Desk - This site can’t be reached - ERR_TIMED_OUT
Outage for Zoho Desk, can access the other Zoho apps. See attached picture for error.
Zoho Books integration - cancel invoice and create new one with corrected time entries
Hello, we have the following problem. Below I will briefly explain the scenario as an example. In ZOHO Desk, we use books integration to calculate time entries for tickets. If several tickets and numerous time entries are invoiced for a customer, i.e.
Replying to Desk ticket adds 3 blank lines before signature
When replying to Desk ticket, 3 blank lines are added before the signature. I have to manually delete these extra lines every time I reply to a ticket (and that's A LOT). Why is this happening and how can it be fixed?
Can't change visibility of a category after adding kbase to helpcenter
Hello, I made the setting to show the Kbase in the help center. However, I cannot make a category or an article visible. The visibility change for a category is grayed out and set to none. How can I solve the problem?
Automatically set the ticket owner as follower
Hi, we have 3 departments and when an agent moves a ticket through departments (e.g. from dept.1 to dept.2) the ticket owner sets to unassigned until another agent take cares of it. We would like to automatically set the ticket owners as followers in
Is there a way to display a message in the ticket form with a URL?
I want to display a message to users in our ticket form when they select certain options. I was hoping for a "message box" type of field but I'm not seeing that, so I am interested in other possible options. Ideally I would like the behavior to be: user
Site map
When i use the site map feature i see only 4 urls? Yet i have over 20 KB articles. How do i get my Knowgebase articles in the site map? Note no follow no index is not checked off.
Receiving a reply notify not working
The "Receiving a reply" notifications for contacts ist not working. We have added a E-Mail Template but every time a agent replys to the ticket the customer will just get this: The reply template looks like this:
Share Templates, Snippets (general information)
Hi Community, we are new to Zoho and using now Zoho Desk and Zoho SalesIQ (for Chats). In Zoho Desk we have 5 different departments. As in most customer service departments, most of the questions/chats are similar, so I would love to build up a good
Content is not available. Please try again after some time.
Hi guys, I've found that when we try raising a ticket in Zoho Desk that we get the following message: Content is not available. Please try again after some time.
On-hold untill planned date
Hi, We don't use SLA's at the moment (still working on new contracts with our customers). Untill then, we would like to have a field "Planned date" on which the ticket is being follow-up by a colleague. I've already added the field to the layout, works
How do I export tickets/e-mails into a spreadsheet format?
I'm looking to transfer requests that come from clients through our ticketing system into a spreadsheet so we can take that info & use it to request brochures through another system internally.
Automatical forwarding of certain emails from ZohoDesk to an external address
We have an email account in ZohoDesk that receives both support and marketing inquiries. The marketing team is not using ZohoDesk and will not be doing this. So we need to have up an automated workflow that would automatically forward certain marketing
Layout Rules
I have created new layout with some new sections with new fields. This layout is part of a blueprint. As the blueprint process prceeds, each status should reveal a new section with a new set of fields. When I try and create a layout rule, the
How to hide an entire section in deluge
Is there a way to hide an entire section in deluge instead of hiding individiual fields?
Can't see Person account sync between Salesforce and Zoho Desk
Hello, We have implemented a two way sync between Salesforce and Zoho and the accounts &contacts are syncing correctly but the person accounts are not being updated in Zoho Desk. How does this work? Thanks
Blueprint Deletion
I am trying to delete some of the transitions as well as the status but the system says they are linked to tickets. At first I went in and revoked the blueprint & changed all of the statuses from the one I wanted to delete to a random other status but
Helpcenter visible in Google
Hi. I don't want my helpcenter to be visible in Google. I turned off this option, but I can still find my page in Google. How can I solve this problem?
CRM to Desk - Sync Issues
Guys, Having persistent problem with timely sync of CRM records to Desk. I have CRM to Desk (one way) activated. I identified the following cases: 1. CRM account is added and I do not see it in Desk. Another account that was added at the same time is
Customizing views to include additional information such as priority and content preview.
Is it possible to add priority and latest comment/email to the grid view preview? There appears to be a lot of open space that could/should allow additional ticket information. It would be nice to be able to customize all views or tiles to include the
Italian Translation
Hi, there are several words that have not yet been translated. how can i help?
move a ticket from one department to another using the original ticket layout
Hello there, Is it possible to move a ticket from one department to another while still using the original ticket layout? We have several departments. Each department has a default layout + some customized layouts. If department A wants to transfer a
How to automatically update Account Name?
We are using an advanced web form for support requests. As part of that, we send 10,000 end users to our support page with a variable string in the URL that we then grab and parse into the webform which updates the fields: Logged in User ComputerID Dashboard
CRM Desk Sync Not Working
Hi My contacts and accounts dont sync. None of them have come from CRM to Desk. Ive bi direction CRM <-> Desk on but nothing the Desk. Could you please initiate bulk fetch and fix this glitch Thank you
Contacts with Multiple email addresses
Is it possible to create a contact/group in Desk with more than one email address in it?
Need to change Product Details
Hey, in the Product Form, we get basic details like product code, manufacturer. How do I change them and add my custom values?
Zoho Desk Backend got Boxed
Hey, After I enabled by Custom Domain with Zoho, My backend got a bit boxed on left and right, it's cutting out element and I can't edit anything. How do I fix this weird issue?
Ticket Category
Hey, Is there a way to create a ticket category, and support agents can filter them accordingly?
Reply to primary email
Hi, We are testing out a setup where a customer of us uses "ticketsystem@domain" to send the tickets from their ticketsystem to us and they want the replies at "support@domain" Our idea was to create 1 contact with: Primary email = "support@domain"
Zoho Desk Rotating Dashboards
I have a few dashboards that I setup via Zoho analytics embed URL's, I was hoping via full screen to be able to cycle through multiple dashboards, or an alternative fix would be to rotate through full screen reports/graphs. Anyone setup this up before?
Drill down on Request ID in Reports
Hi there, Just wondering if there are any plans to extend the drill-down functionality within the Reports module. I have Request ID in my Report, but it doesn't link to the individual Request. Easy enough to just search for the ID in the search bar, but I think the drill-down would certainly add value. Since there is already drill-down functionality from Dashboard to Report, and Account name to Account view from within the Reports, I'm guessing it would not be too difficult? Is it in the Road Map?
Is there an option to edit a ticket to remove credentials?
My client sometimes sends me login credentials over emails. However, I wish not to keep their login information on Zoho Desk database permanently. While I was using WHMCS, it was easy to edit and delete a part of messages I received from clients, but
Zoho Desk email forwarding not working
Hi, my organization is about to purchase Zoho Desk. I have created a free account to test the settings before we purchase. I have created an email forwarding rule from an outlook email but they are not appearing in Zoho Desk. They are not in spam tickets
Auto Close - Blank Tickets
How can we implement this? We want to set up a workflow which closes the tickets where the email body is blank. Selecting Criteria as - Description is 'Empty' is not working.
Undesired ticket merge
A partner company uses Zoho as well as we do. Whenever I create an issue in their system and I get an answer from them, my Zoho automatically merges their ticket recently created with a ticket of my own system matching by ticket number. As result my own
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