Best way to do quality assurance in Zoho Support?
Hi, my client wants to do quality assurance (QA) on the support replies from their reps. What's the best way to do this? Ideally I'd like to have 5% of all tickets go into a special queue that the manager would inspect and give a quality score.
Improve ZohoDesk with High resolution monitor
Hello. We've been using ZohoDesk as ticketing system since a few months, and it is working flawlessly. I noticed that on high resolution screens though, the website isn't using all the space it could. When you have a lot of tickets in different status,
Distinguish contact based on reply-to email address
Hi, I got tenant leads from hotpads.com who sends me email whenever someone wants to know more about a rental property. I gather all those emails in Zoho Desk. The biggest problem for me is, tall those emails come from inquires@hotpads.com. Which zoho
My ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@mydomain.zohosupport.com from a test client account no ticket is created. I checked spam and all other views. Let me know what further information you need from me. I can only get a ticket created
How can I add SLA contracts for many customers at once?
Is there an import option or something to feed my account records with SLA data? Let's assume you have 5000 customers. 1000 of them have SLA contracts with different start and end dates. How to import the data from CRM. Should I input every record one
TimeEntry AM/PM
Dear Support, Is there any way to disable the executed time's AM/PM option. We want to us it 24 hours type. Thanks in advance.
Change Date and Time Order in Zoho Desk / Analytics
Hello, I'm trynig to change order of date and time that is displayed in reports that I extract from analytics area on ZohoDesk. Now is setted on Month, Day, Year... but in Chile we use Day, Year, Month, so is hard to understand anyone that is not socialisated
ZOHO Desk permission based access for specific knowledge bases for agents
Hello Zoho, I'm trying to setup 3 levels of support reps, Level 1, level 2 and level 3. I want level 1 to have access to some knowledge bases, level 2 to have access to more and level 3 to access them all. Is this possible in zoho desk? Thanks, Sam
Helpdesk Not Working
For 24 hours, the Zoho help desk isn't working. Any action I try to take to respond to a help ticket, I get the message, "Unable to process your request." Is anyone else having this issue? Any solutions? Thanks,.
Send a notification when moving a ticket between departments
How do I create a rule to send a notification to the ticket author when the ticket is moved from one department to another?
Configure SAML Single Logout for Zoho Desk - Help center
Hello , we configure the SAML authentification sucessfully for Zoho Desk helfcenter and everything is working fine . But as soon the user try to logout , there is an error from our identity provider (Bad request - No Saml request send). we have severals
Add Community Forum/Topic Search to Suggested Article Search on Agent Ticket Screen
When responding to tickets, I would really like to also see related community forum topics. Seeing knowledge articles is great, but if there is a question that we have already answered in the community forum, I'd like for the topic to show up as a suggestion.
Unable to use exchange online plan 1 for "From Address"
Hi, I just registered for an Exchange Online (Plan 1) to host my emails for my work domain. Sending email to and fro works fine on the outlook.office.com interface. I'm having some issues trying to configure the smtp server on zoho desk. From Address:
Allow Shading of Private Notes to Distinguish them from Public Threads
I really love how Zoho Desk handles email threading, but it can get really hard to distinguish threads from one another after a ticket has been live for a while. For example, you can forward a thread over to another internal member to ask a question and
Notify Followed List when Community Forum Topic Status Changes
When a user adds a feature request to a forum and follows the topic, the user should be notified by email when the status of the topic changes. For example, a feature may get released on a sprint and I go through and mark the sprint items as released/solved.
ticket creation from emails forwarded by agents
Wouldn't it be great if we could forward an email message to the Zoho dropbox and have Zoho Support recognize the original sender and CC's and create a request on behalf of the customer? In our office, sometimes customers send requests to the agent's
Creating a ticket from different accounts simultaneously
Hi team, We provide b2b technical support and we have a specific client which is a Business group so their IT Analyst are going to send us tickets from 4 different accounts. The problem is that some of these tickets are issues that occur in the 4 accounts
How to Create Products in Knowledge Base
How do i create product categories with pictures like in the below image?
How to set up a second help center?
Hello, We're building a new product thaT will require a separate help centre. How do I go about setting it up? and does that impact the pricing? Cheers
Email addresses with a hypen can't add password after HelpCenter Invitation
Hi ZohoDesk, I think there is an an issue where a customer has an email address that contains a hyphen. For example richardtest-helpcenter@thisisanexampleemail.com can log a call fine but when they get an Invite and accept the invite and are asked to
URGENT Problem with Archived views and duplicate tickets
Hi, as you can see from the screen below (and the video in attachments) i've a trouble with archived ticket I'm at page 301-350 and there's the TICKET ID #8981 But if i open the next page 351-400 i've the same TICKET ID #8981 This thing happens for
Import contacts with multiple accounts
Hi, We have contacts with multiple account. I understand after importing, we can associate the contact to multiple accounts but i am asking if we can import contacts with multiple accounts already assigned? Thanks
View for tickets that need a response
I noticed that there is currently a view for "customer responded tickets". I can't seem to figure out how to create a custom view like this. Is there a way to filter for tickets where the customer had the last response? Ideally, I'd like to create a view for my team that displays tickets awaiting a response from the assignee.
Drop down list in web forms
Hello, Is it possible to add custom drop-down lists in web forms (like a list of locations or products)? Or can we only put in text only fields? Thank you. Keith
Error using Copy and paste of a picture and Text into a ticket/comment from an email?
I have a customer who has emailed a request directly to one of my Support Agents and we're trying to figure out if there is a way to copy & paste text & an image(s) all at the same time into a comment on an existing or new ticket. Currently when he tries
User reports
Hello, Is it possible to create reports or dashboards in the end-user portal where the user can see the time spend on tickets for example? This way the customers can always see a real-time number of hours spend on tickets instead of waiting on a report
Control Panel section in Help Center
Hi community, I was wondering what's the goal of the section ''Control Panel'' in the user profile: In wich way can we use this section? Thank you!!!
Suscription status when adding a ticket
Hi Community, We have a field that give us the information about the suscription status of the account (e.g. active, unpaid). If the end user belongs to an unpaid account, they wont be able to register a ticket. Being said this, when we add a ticket
Quisiera saber como configurar WhatsApp
Buena tarde, Ya tengo acceso a la beta cerrada de whatsApp pero al intentar configurarlo y aceptar los terminos. No realiza nada. Me pueden ayudar.
Custom Functions fail, user_not_in_org
Hello Zoho, We are using Zoho Desk for our helpdesk. Recently, we terminated a number of licences, including the original user who set up our zoho account. This has led to an issue with all our custom functions that use the OrgId parameter in Zoho Desk.
Ticket Layout confusion with Portal View
Hi ZohoDesk, I don't find the Ticket Layout configuration very intuitive and was wondering if I am doing something wrong or there is a better way of doing this. Once I have a Ticket Layout set up, I can choose to have those fields available in the Portal
Switch from SupportCenter Plus to Zoho Desk
Hi, Is there a migration path form SupportCenter Plus to Zoho Desk? Best Regards, jerry_3105
Using Zoho Desk as a Customer of Zoho for getting Support from Zoho
This is being activated for several people in our company, but is not working as per our expectation. We wanted all cases relating to our company to be visible to all stakeholders in the company. Currently, they can only view their own tickets. Please
No Reporting for SLA Violation tickets based on SLA Violation date & time
We've struggled significantly with this over the last week so I wanted to share in the hopes of saving others the same aggravations. Maybe Zoho might even see to fixing this or someone might come up with a brilliant solution! We use various SLAs to specify required response and resolution times for Tickets. The total number of tickets that have violated SLAs in a specified time period can be viewed in the Zoho Desk provided (thus unedittable) SLA Dashboard in the Report module of Zoho Desk. Of note,
Controlling layout via other fields and labels
What are some ways to control which layout appears for a customer based on a choice from another field? It would be nice to be able to dynamically display the correct layout based on their choice in the classification or category field. Or, I wouldn't
Moving community subject to another subforum
Hello everyone. I'm searching for a way to move a subject from a sub forum to another and can't find a way. I think I've looked everywhere.. I must be blind. Thanks a lot Fred
Set a readed ticket to unread
Hi, Is there a way to set as unread a ticket already readed ? Thanks.
Font size
My font has changed and has become too small. How do I return it to it's original size?
Default Font size in ticket
Greetings, How can I set a default size and font for every ticket?
unable send any email , unable load tickets
Hi, We can’t send any mail with Zoho and also many times users click on a ticket and the ticket it’s not opening. when a ticket opens have this error : Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds Thanks
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