Unable to save integration in Desk
Hi, we are trying to integrate ZOHO CRM with DESK but from another customer, the integration looks like is correct after the authentication steps but when I hit CONFIGURE button and then select the Fields to be sync, I try to save the changes in order
Creating tasks in Projects from a ticket in Desk
How do I create task/issue in Projects from a ticket received in Desk? I activated this extension and cannot see that any change has happened in our Desk account - no additional items were added to the actions dropdown in a ticket...
Mail Not Delivered
Hi Team, When I am trying to send email to recipients through Zoho help desk, But it doesn't deliver and it returns the below error message. mailer-daemon@mail.zoho.com To <support@optisolbusiness.zohosupport.com> This message was created automatically by mail delivery system. THIS IS A WARNING MESSAGE ONLY. YOU DO NOT NEED TO RESEND YOUR MESSAGE. The original message was received at Mon, 18 Sep 2017 06:31:21 -0700 from support@optisolbusiness.zohosupport.com [support@optisolbusiness.zohosupport.com]
How Can I send email Tempalte by deluge script
<div style="font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif"> <table width="100%" style="margin: 0px; background: rgb(200, 16, 46); max-width: 100%" cellspacing="0" cellpadding="0" border="0" align="center"> <tbody>
Email for assignment and remiders for task not showing in Zohodesk
I have not been able to receive Emails for assignment or reminders for task in Zohodesk. I can confirm that I am able to receive them on our email server but I cannot see them in ticketing system. I am able receive all other emails just fine.
Notification that an item has been submitted for review
Hello all, I have set for a category that all submitted articles must be reviewed and approved by a specific person. I noticed the following things. If and what the reviewer has to do / to check, he must manually and actively gather. For example, he must
Notification Email not sent on ticket creation
I have enabled "Contact Notifications" -> "Receiving a new Ticket". My understanding is that this will send an acknowledgement email to the contact. Unfortunately, emails are not being sent to the contact on ticket creation. A look at history suggests that this is not being triggered either. "Contact Notifications" -> "Closing a Ticket" and "Department Notifications" -> "Creating a new Ticket" seem to be working fine though. Only "Contact Notifications" -> "Receiving a new Ticket" seems to be having
Multiple locations
I have many customers (accounts) that have multiple locations, like bank branches. How can I manage them under one account?
Knowing when customer has viewed ticket
Is there a way of knowing when a customer has viewed a ticket? Most other helpdesk systems show something on the ticket to say '{customer name} viewed {xx} ago'.
Edit Subject Line for Reply and Forward
Is there a way to edit the subject line when you are sending a reply or a forward?
Help center / KB - user management interface
Hi, Hope you're all good. I would like you to consider improving on the Help center / KB - user management interface Right now users are broken down by ALL, ACTIVE, INVITED and DEACTIVATED - see screenshot. These options are is very limiting in terms
Force Ticket owner to update ticket fields before replying
Hi Zoho Gurus, Is there anyway I cant restrict ticket owner from replying until certain fields updated in the ticket. I have the validation rules and all that but that does not stop ticket owner from hitting reply button.
What is the notification to actually receive an email notification when there is a new ticket/email in a department?
Can't believe I am having to ask this but I am not receiving an email notification when there is new tickets in a specific department even though I have every notification enabled under 'Agent Notifications' for this department. It's really frustrating
Removing the ticket ID from email notification subjects
How do we remove the ID from the subject of email notifications to the customer like "[## 786 ##]" ?
Which notification disables these cc emails?
See this screenshot - how do you disable these cc email notifications? Or if it is not possible, where can you edit this email template?
Zoho Desk - Invoices integration for client's portal
Hi Zoho Team, I have been looking around for a while now and I have not found any solution to this: There are many Customer Portals. For example, the Zoho Subscription has a customer portal, as well as Zoho Desk, Zoho Analytics and etc. What I need to
After 3 years, ZOHO CRM Contact and Accounts STILL not syncing with ZOHO Desk
Zoho, you know this continues to be a problem (ZOHO CRM contact and accounts not syncing with ZOHO Desk) and yet you do not fix this. It is unacceptable that so many people have asked you in the past to fix this issue and your response continues to be,
primary email address of a department is wrong
How can I change the primary email address of a department if it is wrong?
change the DEFAULT department
how do i change the DEFAULT department when i have more than one?
Can I stop my calls being archived after 120 days?
Hi ZohoDesk Can I stop my calls being archived after 120 days? We like to try and understand how the number of calls and our response times compare year on year. This doesn't look like it is possible to report on this if calls get archived after 120
View tickets from other users is enabled but disabled for a given User the Help Center is confusing.
Hi ZohoDesk, If you turn on the "Customers can view Tickets of other users in their account" and subsequently disable the default setting that turns this on for all so only certain users can see all tickets..... The Help Center becomes confusing. There
Custom Function to create invoices from Desk's TimeEntry
I need to develop a custom function that takes the total time spent by our agents and turns it into an invoice I started with this: orgId = xxxxxx; response = zoho.desk.getRecords(orgId, "agents"); agentes = response.getJson("data"); rec = agentes.toJsonList();
What is the agent queue?
There is a menu option in my Desk account that is called the Agent Queue, but I can't find any info about it. What is this feature? Thank you for your time.
Is there a way for users to be detected when initiating a chat or ticket?
We have a client-facing website (wordpress) and use desk for support. Is there a way for zoho desk to detect who they are and not force them to fill out forms? Or if we could have desk look at the Wordpress database to determine who the user is?
Dynamic drop down field in submit ticket form
Hello, I'm working on change the submit ticket form of my ZOHO Desk and i want to categorize my services by category of service, for example: If the customer select "Support" on the category field, the service field must display only options related
New ticket is being created as duplicate if someone that was cc'd in original replies
When someone that was cc in original ticket replies to it, in Desk it creates a new ticket instead of appending their reply to the existing ticket... Surely this should not be happening?
How do I get the "My Tickets" section to display in the help center for the end user?
I cannot figure out how to turn that on, also the community never displays either
Zoho Support: Automate your way to Productivity using Time based Actions
To avoid pitfalls in customer support leading to lower customer satisfaction, longer response cycles, increased support cost, automation and productivity improvements become a must have. In this endeavor we at Zoho Support have bolstered the existing automation options with Time bases Actions and Macros. Time based actions are used to monitor your help-desk for pre-defined actions every one hour. So the next time when you see a massive pile-up of tickets in your help-desk queue, don't fret. Setup
Classification - Part two
Interested if its possible to only have certain classifications appear based on the group the agent belongs to. This is to limit the number of Classifications to those applicable to the team. thanks, Jay
Classifications
Is it possible to group classifications together? We currently have this. But want this- Billing - - Missing Statements - Rates - Recent Statements
Read support email contents in workflows.
I am building workflows to help route tickets based on the contents of support emails which trigger a Ticket creation Zoho Desk. The issue is I assumed the contents of the original email would populate the "Description" field of the ticket. This is
How to combine products?
Somehow i've got several products with the same name that show up as different entries in my products tab and searches. How can i combine the ones with the same name (since they are the same product IRL)? Thanks, Eric
Embed video
Is it possible to embed a video? It seems to work in the preview...but then it doesn't save.
..Video Embedding..?? into Emails..
..hii is there any possibility for video (like YouTube) embedding into emails..(not links only) purely by artistic point of view.. (like beautiful pics of sort)..?? ..&..if not.. Why???
Offering 24h format instead of 12h
At Europe it is not common to have the 12h format. When documentating and especially invoicing to books, our clients excpect the 24h system. As an international solution, like Zoho is, it should be very well common to offer 24h system too. We would use
Layout rules not working in help center
Hi, I created layout rules, and its working inside zoho desk when creating ticket as an agent but behaves different in Help Center as an end user as if layout rules is not created. Is this normal? Thanks
Copy data from Contact info to ticket field
Hi, How can i copy customer data (ex. Phone number) to a ticket field? so the phone number is visible in the ticket. Thanks
SLA in reports
Hi, In Reports, how can i get the total resolution time in calendar hours/days not in business hours/days? Thanks
SLA in reports
Hi, In Reports, how can i get the total resolution time in calendar hours/days not in business hours/days? Thanks
timestamp to another field
Hi, I have a button on my blueprint and i want to record the time and date when i clicked the button on another field. How can i achieve this? THank you.
Next Page