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.
Include Ticket Subject in Browser Tab
It would be nice if browser tabs included the Ticket Subject along with the ticket number. Many of our users use multiple tabs and being able to see the ticket subject would be helpful in multiple tabs.
How can we prevent spam from being submitted in our webforms?
We've created webforms that are embedded in our Wordpress site, but we're getting a ton of spam being submitted. Do you have any tools to prevent that? Otherwise I'm thinking we can/should integrate a captcha in our form, but I haven't figured out how
Customizing fonts and colors in Zoho Desk
Hello We've made the switch to Zoho Desk. Our support agents are asking for a way to change colors and fonts in the app to reduce eye strain and make information easier to see. I haven't been able to figure out how to do this yet. Can you point me in
Incorporate color scheme to change the color of the window for private messages
when inside of a ticket, its hard to see if a comment is public or private because the only way to see it is the little word that is tough to see. It would be great if a private comment displayed in a different color so that you could easily see that
Customizing display in the case stream
Is there any way to change the color of note entries in the conversations view for a case... Notes are important in their own way as they give information to an agent important to the case for future reference. Giving them a diffferent background color
Changing Note Back Ground color in desk
Is there any way to change the background color of a note in the conversation ticket view. This would be really nice as the notes always include critical info regarding the case and i find myself always scanning for these. With just the small icon to
Timeformat change to 24 hr
Hi, Is it possible to change the timeformat to 24 hr. For now i can't fint this function? Thanks!
Themes for zoho desk
Are there themes for Desk?
the data is invalid due to validation restrictions Problem
Hi Zoho Team, I was wondering as to why one of our agents are having this problem when trying to change/modify the ticket subject. can anyone tell me the reason and how to fix this issue?
Checking Active Status
How do I check the productivity hours per day in zoho desk for my agents and their active time spent in zoho. Please advise. Thank you.
Moving Submit a Ticket up in Help Center in Elegant Theme (you have to scroll to see it)
Hi, Is there a way to move up the "Submit a Ticket" button further up the page. We have limited content on the Help Center, but the button is not visible even though there is plenty of space. I actually have to scroll down even though there is a lot of
Zoho Desk
How to Setup Multilanguage/Multilingual in Zoho Desk?
How to assign a ticket to an agent in another department.
If a customer sends support ticket to the wrong department, how can I assign the ticket to another department? Or better yet, to a specific agent in another department?
Reg :Edit subject line and change default font
Dear Team This is regarding few queries we got while exploring Zoho desk solution. We need to confirm the following: 1) Can we edit subject line while replying the ticket generated by customer? If yes, how? 2) Can we set default font and font size for replying to the received tickets? If yes, how? Kindly revert on this at the earliest. Regards, Ketan K
Import Tickets problem
Hi, I'm trying to import tickets from a csv file generated on Salesforce, but even though all the mapped fields have data, I'm getting this error: (Reason: Due to empty values for any of the mandatory fields) What can be the problem? Please, see attached
How to auto close ticket if no response from requestor?
We are unable to setup Supervise -> time based action to help us close the ticket in case: Agent has responded to a ticket but Requestor has not responded back for 24 hours since agent's last response. There are contradictory responses/solutions offered for the same issue in Zoho Community but none of them works.
Move Tickets to a New Blueprint
When a customer logs a ticket through our software portal, we process their request as an email and reroute that to Zoho Desk, automatically prepending the Subject based on their input. For example, if they select 'Class ABC' in our form, we will prepend
Desk Help
We are an edtech company and we want the students who have enrolled for the course should have access to Zoho support desk, we want only registered students to access/sign in to the portal, how do we do that?
Zoho Desk
Hi, We are an Ed-tech company and we want only the students which have purchased our courses shall get access to email support desk which is given by Zoho by default. We want only authenticated users to use Zoho support Desk so what is the procedure
Change ticket ownership not working
Hi, We need a "Approver" profile which is an agent profile but with some options enabled. One of those options is the Change Ownership, but it is not working. Tried switching the profile to support administrator and the change ownership works but when
Ability to view who voted/liked an idea
In order to better prioritise a feature request/idea, it would be very useful to be able to know who voted for an idea, especially in a B2B context. The count of voters/likers is good, but doesn't allow us to understand the span or reach of an idea. As
articles search in KB does not work
It is not possible to search through the knowledge base articles using the search function. Search words do not show any results. Example below - search "first" no result.
Archive or deactivate an account
It would be useful to be able to archive or deactivate an Account without it being deleted. Archiving should prevent users from opening tickets for that Account. Furthermore, on the back end, that account should not appear in ordinary searches as it does
Skill Based Assignments
We started to use Skılls Based Assignment. After implementation started , We observed a small problem. If Customer re opens the ticket after a ticket is closed, Ticket goes to another technician as a result of Skill based assignment. ( This is the nature
Ticket Status Not changing automatically
Hello Folks, Can someone let me know why a ticket is not changing from waiting on customer to open automatically when a client reply to an email thread?. This was working before but now the status doesn't change automatically from "Waiting on Customer"
Zoho Desk Help
1) How to Connect Zoho Desk Support Page with Website? 2) Can a customer get only access to Zoho support Desk only when he clicks on "sign in" button on website? Because I don't want the customer to go directly into the Zoho desk support and raise ticket
Need ticket age for reporting
Has anyone come up with a way of showing ticket age in a report? I am looking for days since ticket opened and days since ticket modified or updated. I have seen where I can use age in criteria but there is no way to report on a tickets actual age.
All your activities, now under a single tab.
Customer service is not just about sending out appropriate responses to customers. There's a lot more that happens between the threads of a conversation, and this involves coordination between agents and other team members. To help track these behind-the-scenes activities easier, we're introducing the Activity Module in Zoho Desk. The Activity Module lists all your calls, tasks, and events in one place. This makes it easier to plan your day based on the activities you have lined up. This is especially
Desk Help
I wanted to know that what are the limits of customers in Zoho Desk?
Canned Responses
Hi, How can I add Canned Responses in Zoho Support? Thanks Mario BTW we are a startup and love your products...
How to make ticket TAGS more prominent?
I just had to search really hard to find where to add tags to tickets and then when a ticket is tagged, I can't even see the tag anywhere on the page. We need to be able to see tags against tickets from the main inbox / list - is there a way to do this?
Amount of time of "on hold" tickets
Situation: My company wants to reward a team for not leaving tickets open for too long. Every time an On hold ticket gets answered by a customer, it goes back to open; one of the agents answers back and changes its status to On hold again. So we are trying
Twilio SMS support in Zoho Desk
Hi Zoho Support, The phone numbers I purchased from Twilio support both SMS and MMS. Does Zoho plan on supporting Twilio SMS and MMS functionality inside Zoho Desk, instead of using Share a Screen or Clickatell?
DESK / Como lograr un blueprint para AGENTES DE SOPORTE sin capacitación previa
Hola, buena tarde a todos: Preguntando: En la empresa tenemos sin fin de respuestas a otorgar cuando se ofrece soporte al cliente, pero a veces es complicado capacitar a alguien en un solo día, por ello el atrevimiento de preguntarles, será posible construir
Zoho Desk
Hi There, Is there any solution if i want to send out 1 email content to multiple recipient at one time using Zoho Desk?
contacts not shown on agents
Hi, We are still setting up our ticketing system. We recently found out that the contacts that I (as an admin) imported was not available to the agents. Agents can't create ticket manually because tickets need contact name and the contacts don't appear
Customer Account in Zoho Desk
Hi. Is there a way to merge two accounts in Zoho Desk? I have an account that has a duplicate and both accounts have tickets associated to them. I can find them by using the "Duplicates" in the accounts screen but when I am there, I only have the choices
Duplicated tickets when responding to another ticket
Hi, I've recently created two new departments, each one dedicated to a customer (according to our support scheme) and with its own mail. Tickets are send by mail to a mailbox address in G Suite and then redirected to Zoho Desk's addresses, and they're normally created, but the issue comes when the agent sends a response to the ticket and the customer replies again. When this interaction establishes, new tickets are created with the customer's response instead of attaching it to the original ticket.
How to set up multiple email addresses for different departments under one Desk account?
So under one company, we have multiple departments with numerous team members needing access to specific mailboxes, for example:- Support Accounts Social Media Etc I have set up Desk (new user account) and can forward the email to the one zoho email address
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