How to edit a ticket subject?
Hi, I'd like to know how to edit the subject line of a ticket? For example, if I am talking with a potential customer, and they then go on to place an order, I want to be able to update the subject of the current ticket, so that I can quickly find it in my list of open tickets. I don't need to remove or edit the ticket number - just the other text. I think there must be a very simple way to do this, but as a newbie I can't see how. I've tried Zendesk in the past and all you did was simply click
Cannot use ticket age in hours for scheduled report
Hello, I created a scheduled report in Desk to send a report for tickets over 13 hours old that are not yet assigned to an agent or team. However, the "hours" selection keeps reverting to "days" every time I save the schedule. I do not receive an error
How can I duplicate a request in zoho?
Is there an option to duplicate a request that I already have in Zoho? If there is I can't find it. This would be extremely helpful when adding requests where most of the information is the same and we just need to change a few details. Would save
Unable to send email form Zoho Desk
"Momentary issues with the mail server" - Error while sending email
Zoho on my Desktop will not send SMS Verification text
I have Zoho on a desktop and a laptop. I'm writing this from my laptop because I cannot login on my desktop. I enter my username, then password. Zoho then asks me to the the OTP that it has sent to my phone. That SMS text never arrives on my phone.
Unable to open Zoho desk
Unable to open Zoho desk
Moving Tickets and Maintaining Assignment
When a ticket is moved from one department to another it defaults to UnAssigned. Is it possible to maintain the ticket assignment when moving tickets between departments when the agent is assigned both departments?
Extend Field Update for date fields to include months
Currently you can only add plus 99 days. It would be nice if this included a months field so you could do a due date of 3 months or 6 months out.
Replies from contacts in CC are created as new cases in ZohoDesk
We have escalated an issue where the replies to the cases from the contacts in “CC” are getting created as separate cases in ZohoDesk . It has initially started with one department and was later noticed across multiple departments. We are not happy with
Can someone help me get a time tracking per agent per day report?
I'm trying to figure out agent productivity. In other words, if an agent is working for 8 hours a day how many of those are spent actively working on any and all tickets?
Ticket reference not working from different senders / internal tool
Hi, we try to do the following: Whenever a customer gets a new licence, our sales department sends a email to support with the licence details. This opens a new ticket. After everything is set up we send out an email with an internal tool, that uses an
Feedback widget with multilanguage
Hello, we are a SaaS offering our software in spanish and in english. Our help center is available in multilanguage, and we want to do the same with our widget. Right know, it seems that you can make a widget with only one language, is it possible to
Create tickets on behalf of the sender while forwarding emails not working forwarding from mobile phone
Hello...We are migrating from Freshdesk to zoho desk and so far all has been great except... I have a google workspace account with a custom domain and if I forward an email logged in from my google account via the gmail web interface then tickets are
New ticket is created in a different department when somebody add a reply to ticket
Hello, We have a little problem when somebody reply to a ticket from email( not sure if it is happening also when reply is from customer portal) a new ticket is created in our default department with the same ticket number as original ticket and in Subject
Customer cannot see their own tickets
Hello, Portal URL: https://support.datarotonde.com/portal/en/myarea A customer is unable to see their own tickets. They mentioned one ticket being able to be viewed. Is it correct that all "On hold" and closed tickets cannot be viewed by the customer
01 Contact for 02 Costumers
Hi, Is it possible insert 01 contact unique for 02 costumers?
You saying 48hrs in help docs, not possible. Only 24hrs. Please help!
I would like to change it to 48 hrs, but not possible. In article stated 48 hrs: https://help.zoho.com/portal/en/kb/desk/for-administrators/multi-channel-support/im/articles/setting-your-instant-messaging-preferences
Count number of tickets per category - Replies of customers to a same thread false the count
Hi, I'm allocating each ticket to a category I've created (for instance "software product", "harware product") I'd like to know how many different requests I have received for a category. The way Zoho creates tickets makes it hard to tell: When a customer
¿How can I automatically assign tickets to agents within a team?
I know that agents can assign tickets to a team when they want to escalate for instance. But the thing is that those tickets don't assign automatically to the members of that team. Is there a way to make those tickets assign automatically to a member
Search tickets by thread conversation content in Zoho Desk
Hey there, I just tried to search a ticket and was not able to find the ticket by a text snipped from the email conversation in the ticket. Advanced search also has no option to search in email bodies or conversations. Is this really not possible? Thanks!
Recovering a disabled layout
I accidentally disabled a custom layout. I tried to recreate the layout but get the error message that one with that name already exists. How do I recover the original layout.
Is there a way to automatically create support tickets on a recurring basis?
I have a list of tasks I'd like to make sure my team gets done on a daily basis and get credit for the work. I'd like to automatically create a ticket every day (per task) but can't seem to figure a way to do this. Any advice is appreciated.
Self-Service form channel to Web
Hi, When our customers fill in the self-service form in Desk portal, all new tickets are registered on "Web" in the "Channel" field. Customers cannot change the "Channel" field. We've created the value "Self-Service Portal" in the "Channel" field a long
Saving Attachments
When someone sends an attachment though Zoho Desk - is it possible to have the document saved. I'd like to create a database of all attachments sent though Zoho Desk.
Importing Help Center - from export Help Center
Hi guys, I'm trying to import a copy (which I exported out of DESK) of our help center into a new Zoho Desk environment. Though, when starting the import, only 5 fields are able to be mapped. What I don't understand is, I just exported the Help Center
Deluge Tasks and Ticket Tags
Can Deluge be used to add Tags? I'd like to take the process outlined here and tag tickets automatically: https://help.zoho.com/portal/en/community/topic/automation-11-auto-update-custom-fields-with-values-from-emails
Redirect Button URL
I would like to modify the url that some of our buttons are pointing to. I would like to change the url of the add a ticket button in 'the My area' section from : https://community.mycompnayname.com/portal/en/newticket to https://community.mycompanyname.com/portal/en/newticket?departmentId=464124000000006907
Zoho Support integration in Calendar
Hello, Have you planned to integrate Support in Calendar ? Or maybe is it already possible (but i didn't find how to do it). What i would do is to have my tasks from Support to be integrated in my calendar. It would be really helpful to have all my tasks and actions from the different modules integrated in the calendar. Thanks Xavier Liégeois
Continuation of email thread in Zoho Desk on replying from Outlook
An email which has come onto Outlook when forwarded or replied from Outlook, should also reflect in same email thread in Zoho Desk. how can we make this possible?
Is it possible create template email (for macro) that includes attach file?
I need to make a macro that send email to customer with custom fields and attachment file. In the bookmarks template email i can see custom field name but i don't see attachment file. Is it possible to do it? Thank's
Feeds & Notifications
When we built out Zoho Desk, we built everything out underneath one department for ease of setup and operation. Inside of this department, we have teams setup which we use to sort tickets, assign in workflows, etc. When we first went live with Zoho Desk,
Auto Delete Desk Tickets
We have a lot of CC confirmation emails that end up in as tickets in our system. Is there a way to automatically delete these tickets as they enter? Maybe a deluge function? I don't want to just close them, that will mess up our reporting. What's the best way to handle this problem?
Zoho Desk now integrates with Zoho Books/Zoho Invoice
In customer service, the more you know about the customer, the better you're able to serve them. We at Zoho Desk are constantly increasing the amount of context your agents can get. The latest in this is having access to billing- and payments-related information. We see this helping in two big ways: Your team will benefit from knowing what a customer has purchased previously from your company. Couple this with information from Zoho CRM, and you have the entire customer life cycle to inform your conversations.
Draft mode appear like a real answer in community
Hello ! This is no big deal but can lead to some questions so I'll ask. I think I have a small bug in the community when someone ask a question, the agent reply but is unsure about the answer and then leave the answer in draft mode until he validate the
Revoke Community Access to Specific Users
Hello, Is it possible to block specific users from posting in your Community forum? We are launching our community soon and want to make sure we have a process in place if we need to block specific users from posting. The only solution I see right now
Custom Currency Field
How can i add a custom currency field to existing Total Cost Field ??
How to see who closed a ticket by a ticket ID
Zoho, can anyone help me with this query
Zoho Desk: Move Knowledge Base Subsection: Category couldn't be sorted
We are using Zoho Desk's Knowledge Base as a Knowledge Management system, and I would like to move subsections to another folder/category/subsection. I have successfully moved most subsections and their articles, but there are 2 folders/subsections that
Access ticket comments (content and metadata) inside the standalone Analytics app
Hello, unfortunately, I found out that the ticket comments can only be accessed via Desk's built-in reporting feature. Since we can only use the standalone Analytics app due to the very limited functionality offered by Desk's internal reporting function,
Ticket response time inaccurate
I just replied to a ticket that was sent 7 minutes ago yet my reply states I responded in 1 hour. Is it meant to say that? Does it mean responded within 1 hour ? Otherwise surely it should state responded in 7 minutes or just give the time I respond
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