Unable to process your request When replying to ticket
Good day When we trying to reply back to support tickets we getting the error "Unable to process your request" How do we fix the issue. Regards
Sorry, Unable to process your request. Try again later - Attaching images
Hi, is there a limit to the amount of images that can be added per day/ hour to tickets? A ticket comes in, i reply like a normal email.. then i comment in private with a screenshot that xyz was completed. The first few times its fine, after i try uploading
Zoho Desk - Work Mode Drag & Drop
Does the work mode allow drag and drop functionality similar to the CRM?
Exporting tickets from Help Center
Hello Community, I wonder if there is an option to export in .csv the list of the tickets that the end user has created from the Help Desk center. I mean, the end user has to be able to make this action. I know that it is possible to export your tickets
How can a 'Notify contact on receiving new ticket' be included as FRT?
Hi, We have a first response SLA for our users and currently my agents have to manually send first response every-time adding to manual efforts. Can we automate FRT with the 'Notify contact on receiving new ticket' notification so that time can be saved.
Discussion Forum Categories and Forums
I'm prepping for a forum roll out and found that there isn't a lot of granularity of permissions on the forum level. It would be nice to see the settings from the category level of the forum available at the forum level, so you can assign who can post
Unable to send emails using Zoho Desk
Whenever trying to send emails, reciving an error message as to try again.
Auto Clear Due Date when the field is updated
Hi, May I ask if possible to auto-clear the due when the fields are updated? - for example if we change the Classifications and Priority fields to "None" the due date will automatically set to clear/reset or "- -- -". Thank you!
Per User Moderation settings for Forum
Is it possible to set a single user as moderate all posts? I thought I saw this somewhere however I can't seem to find documentation on it.
Zoho desk - Notification for Approval Not Received
Hi , It seems we don't receive mail for approval anymore. Is there a way to configure it now ? I went to "Notify" Menu but cannot see it. It's annoying because checking the pending approval is a very small notification at bottom right.
Trying to create a dashboard to show tickets opened today and who they are assigned to
Title sort of says it all, I'm looking to create a dashboard to display for my support team and just cannot figure it out... it would show ideally on a graph All the tickets created today(or this week) How many tickets each agent has been assigned Status
Need more than three sub-sub-sections!
There should be the option for more than three sub-sub-sections in Zoho Desk Knowledge Base. Is this something that can be implemented before the year is out? We are moving our knowledge base to Zoho, and this has created innumerable headaches. That and
Multiple portal user activation ?
Hello, is there a way to send a self portal invite to multiple users. It would be great to be able to search for users by specifying search criterias such as "account" and then being able to "select all" and "send invite" Right now, the only way i see
Zoho Desk Lagging/Running Slow
We are having an issue with Desk running slow while using it. It lags pretty significantly and makes it tough to use. Is this typical? We did have ~20k tickets moved in - could this be the cause?
Export Customer/Contact list
We have tightened our standards on creating new contacts, but want to export the entire contact list. Is there a way to do this?
Zoho desk and mail template for remote support request
When I send a remote support request from ticket in Zoho Desk, the default email template is always used. In Zoho Assist, I created my own mail template and set it as the default, but it is still not used by Desk. So: how can I set up the email template
Suporte de TI - Zoho Desk com integração Whatsapp
Estou tentando há mais de 2 meses resolver o problema de integrar o Whatsapp ao Zoho Desk. Percebi que já existe a possibilidade de integração com um plugin do Zoho, mas a versão beta ainda não saiu. Gostaria que alguém me informasse algum app ou método
New DESK UI not refreshing
the new UI is not refreshing automatically when a tread is updated, this need to be resolved
Mail Server Issue
When attempting to send out emails within the ticket portal, I am being met with an error code (see attachments). I also noticed under the notification center, there is also an error showing.
Change module description on the knowledge base
Hello Community, I'd like to be able to change the little description on my KB here : Can you help me ?
values are empty on the field of report
Hi, I have created ticket from the help center, but the fields are empty in the report PFA.
Update new mapped fields - CRM to DESK sync
Hi, I've recently added some new fields to the "customer/account" layout in DESK, which I have also mapped in the CRM sync (so the information will be filled in from the data in CRM). Though, I would like to update all the existing accounts with the information
Option to specify reviewer per KB article
Hi, I have realised that reviewers are being emails for any article being reviewed as a group and it's not possible to send articles to individual reviewers as you can imagine not all KB articles are to be reviewed by the same group of reviewers/reviewer.
Reports - Agent that closed ticket
Is there a way to run a report to show what agent closed a ticket?
Ability to report on Agent Resolution Time
Is there a way to report on agent resolution time? We have a hold status of awaiting on customer reply that we would not like to include in the business hours resolution time ideally. Any one have a solution for this that I am unaware of?
Ticket Approval Reporting
Dear Sir, We are using approval section for ticket as shown in attached picture Ticket is approved by Team manager. Our question is how can we take the report in Zoho Analytics that will shows us If ticket is approved or not ? Is this information
Help
Is it possible to change "Account name" to "Account ID". Labeling this a "name" does not make sense as you can only at this time use numericals. Anyways hope its possible, thanks!
Contact Exports Improvement
Suggestions for improving the contact export so that it can be used to review/audit data: - A column indicating if "Show tickets from other contacts" is enabled - Because the system defaults this to on, we need to regularly audit this to make sure folks
Idea Reports for Community
I'd like to have a report that lists all of the submitted ideas and their statuses. Also, it would be nice to be able to convert a Question into a FAQ in the knowledge base.
Only emails count as responses on a ticket
Is it possible to have either comments on the case/ticket or calling the customer count as a response?
Error when sorting ticket
Hello guys I'm having a big problem today, every time I try to triage a ticket I get this error. When I try to reload the page and try the action again, the same thing happens. I need some quick help on this. Yours sincerely, Fabio.
ZohoDeskPortalServices integration error
Hi Team, I am facing this error while integrating ZohoDeskPortalServices pod with latest Xcode 13.3.1 and using swift 5. Please have a look. Thanks, Balram
Reports and Dashboards are now together called "Analytics"!
We have now grouped Reports and Dashboards modules under a new heading called Analytics. This is similar to the Customers module, which houses both Contacts and Accounts. So the next time when you are looking to access a report or a dashboard, you need
iOS ZohoDeskPortalServices integration issue with latest Xcode 13.3 and swift 5
Hi Team, We are integrating ZohoDeskPortalServices in our iOS app but facing run time exception. Below is the log: We are using Xcode 13.3 and swift 5 for our iOS project. This integration is using pod. Please have a look at the issue. Thanks.
How can I create available time slots for every employee?
I want when assigning a ticket to an employee on a specific date-time. the system defines the available slots for the employee.And when I assign a ticket to an employee at a specific date time, the system prevents me from assigning another ticket at the
Zoho Desk not working using Site Domain Name
I am trying to access my Zoho Desk. It is directing me to my website However I am getting a 400 error. I suspect it is becasue I have moved hosts and changed my Cloudflare. I need to have the redirection removed on my Zoho Desk so that i can again
Associate a new Account to an existing contact in bulk
Hi, I would like to associate a new Account to an existing contacts in bulk I see this is currently not possible - see article https://help.zoho.com/portal/en/kb/crm/faqs/sales-force-automation/account-management/articles/how-to-associate-contact-with-account-if-contact-is-created-before-the-account
Zoho Desk Limitations
Hello, 1. We have 100 landingpages and wanna map each form from website with an specific zoho desk team. But i see in desk plan a limitation: Supervise - Time-based Rules -> max. 30. See also my attached screenshot. Question: Is it possible to map each
add Products to modules sitemap
is there a way to add Products module to the main zoho #desk sitemap, similar to standard modules - tickets/kb etc., so that to get to the products one would not need to go to the Setup-> GENERAL-> Products, but rather directly from the menu? Thank
Service hours provided vs available in Zoho Desk
Hi, The use case is the next: A company sells service hours, for example sells to 10 hours of "X" service of service, I mean the customer has 10 hours available to request "X" service, the client generates requests, the agents attend them and record the
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