desk chat vs salesIQ
Trying to understand the difference between the two options and which is preferred and why. Our company switched to salesIQ and it is great for sales but not so much for support. I really want my chat to have the ability for the customer to come to
Private chat between Agents found in lower left corner - how does it work?
Hi! In the lower left corner of Zoho Desk you can find "Chat" and "Contacts". I try to use the chat to talk with other agents within our organization (and department). I have managed to this by this complex process: 1. During our normal work we happen to have an "Agent collision" when both of us where looking at the same ticket. I could click on my collegue "Agent A" in the top pop-out-box and initiate a chat about the current ticket. 2. Later on, in the Chat window (in the lower left corner), I
Zoho Desk very slow
over the past few weeks zoho desk has become so slow that it is almost unusable. please address performance issues. Thanks!
Update a bolean field with a custom function
Hi! I want to update the field "isAccountTicketsViewable" from true to false. I have a workflow rule that trigger when the field "Account" of a contact is modifyed. When the rule trigger I wanto to update that field. I write this funcion and mappde ConctaId
Assigning a Ticket to a Team
Hello, I used to be able to assign a ticket via Zoho Desk to a Team. I just recently realized I no longer have the option. Whenever I try to assign a ticket, I can only assign agents and no longer have the ''Team'' tab. I'm unsure which settings relate
Can't update User
We have some users setup as Light agent that we would like to upgrade to Agent, but that option is grey out in our setup page. Thanks.
Customer happiness rating on closed email tickets ONLY
How do I send a customer a happiness rating on closed email tickets only. I tried creating a workflow but it is not working. It still sends on all closed tickets.
Issues with incoming emails being created as Spam Tickets
Hi We seem to be having a similar issue to Alberto in the following topic https://help.zoho.com/portal/en/community/topic/spam-tickets-29-8-2016 Only recently we have noticed that a number of emails from different customers are coming through and this is creating Spam tickets rather than standard tickets in Zoho Support Would it be possible for the Spam Filter to be switched off for ourselves also to prevent this from happening going forward Kind Regards Mark
Business Hours SLA with Round Robin Assignment
Hello! I have asked Zoho Support for assistance multiple times but haven’t gotten a solution so hoping those in the community can assist me. Our business has agents across 4 time zones. I have our business hour set up for each time zone and we assign
Duplicate tickets
Hi , Sometimes , some tickets are created twice in our desk , How can we solve that problem ? Can we combine automatically duplicate tickets ? Best regards
Ticket Views for All Departments
I have an idea for enhancing ticket views when in "All Department" mode. For agents that are members of multiple departments, it would be great to have an overview of all those tickets but also the ability to filter or sort them by department. For a
Zia Reports
Hi, We just implemented the ASAP Add-on with Zia Bot enabled It would be incredibly helpful to get a log of 1) What questions were asked by users 2) how many results in a successful/unsuccessful response 3) What was the rating provided for each answer by user 4) Who the user was This will allow us to see if Zia is indeed helping users or frustrating them with poor answers. In addition, it will help highlight articles that we are missing in our knowledgebase that we need to write to address questions
Multiple filters on report
How can I add multiple filters to a report created in Zoho Desk? I have created a report that lists lists all tickets and associated time entries with a total at the bottom but I would like to add a filter to this report to run against a single account
Search body of incoming ticket
I want to set up an automated process that will search the body of an incoming ticket for a specific IP address, and reply back with a template response. I can do this if the information is in the Subject line, however not all come with the info in the subject line. Is is possible to search the body of the incoming ticket for any info or keyword? I have tried to use the search Description however that does not search the body of the ticket. Is this possible? Michael J.
Display-enabled Department does not show in Help Center
Hi. We have an existing Department which is set to be Displayed in the Help Center. However, it does not show from the Help Center. Kindly advise. Thank you.
Unable to process request
I have not been assigned a default support email address and when I try to create one it says unable to process request. It is very annoying!
Task Categories
Hi Is it possible to customise Tasks, as a minimum i would like to add more categories to the Call, demo etc that are there
CC'd users receive reply from help center?
Hello, Users who are a CC on tickets are not receiving replies sent by another user from the help center. Scenario: User creates a ticket through the help center with 2 CCs on the ticket. User later replies all through the help center. CC'd users do not
Assigning Tickets not working
This is a new issue in the last few days… We open a newly received ticket and in ticket properties, nothing happens when we click Pick and same issue when we try to assign the ticket to someone by clicking their name. Please advise.
Agent identification in Community forums
Hello Zoho, Since you are now investing a lot of your efforts in a Community forums, i have one more suggestion. As I can see your agents have a logo and company names displayed visually: https://take.ms/U9C7f They all have a Z sign that shows them as
[Community] Option for change to display page numbers grid instead 'show more' button
Current zoho desk community display 20 topics per page and has 'show more' button to load rest of topics however It's like find a corner of the universe; never ends. no idea how much topics still has under any forum or category. So add an option(or change it) to display page numbers grid similar gitlab, github issue field and stackoeverflow community etc.
Cannot create a ticket without inputting email address
I am new to Zoho Desk and when users want to submit a ticket it states they cannot without an email. In the Layouts, the email is not set as required, but in the portal it is still required. We are a manufacturer that has shop floor personnel that don't
Disable some email notification for a particular "Email support notification"
Hi! I have a particular support email. If a ticket is opened with the email channel with this email, I would not want the ticket notifications to start (opening, closing, adding comments, etc.). Anyone know a way to avoid notifications for just one
I can not see my products in a different department of my company.... What do I have to do?
Hello, I can not see my products in a different department of my company.... What do I have to do? Thank you peter
Gallery do not display for one department
Hi, KB gallery do not display for one department. Is there a particular parameter to activate in order to use the gallery? Regards, Marjorie
Fore Notify Contact in "Resolution"
Can u force or automate that the "Notifiy contact" chebkox is checked, when someone presses "Resolution"?
Change the email subdomain
For some reason, our emails all use reallylongformalnameofmybiz.zohodesk.com as the domain. Is it possible to change it to shortname.zohodesk.com? I was able to change the portal name, but it didn't apply to these emails? I found the following, but it
Suggestions for Notifications (N)
Notifications can be very helpful, but if there are a lot of notifications they are no longer helpful. It would be great if the list could be configured per user. Some thoughts for improvement: - Allow subscribe/unsubcribe from whole departments for notifications.
delete Customer Happiness ratings?
Hi Zoho. We've set up the Customer Happiness add-on. During setup, we gave ourselves positive and negative ratings, just to see what it would like in our Customer Support Portal. Now we'd like to display how good we are, but our own ratings are (as expected) not showing the truth, due to all the negative feedback we gave ourselves in the beginning. Is it possible that we can delete those entries, so all feedback is accurate? Thanks in advance! Kind regards, Alex.
Multiple Signatures For one agent
Hi ., We are an event management company we manage multiple events in our customer service portal is it possible to have multiple email signatures for an agent so the email seems like it has been from the race official of that event. like one
Send email to customer against category in new ticket
Hello, I wish to send an email to everyone who raises a ticket against a certain category, I have looked in workflow and alerts, created a template and nothing has worked. Any help please?
Zoho Desk Integration with Bug Tracker
Hi, I am writting this to check the scope for classification mapping. I am tring to integrate the Zoho desk with bug tracker... I could integrate it and seems working fine. However, I am trying apply a scenario where we can get a option for mapping a
Associating contacts with an account
Hi, I have seen we can associate contacts with more than one account which is very useful for us as some of the people we deal with work for several different companies that we deal with. I have followed the article on this and got it to work with some
Desk Keeps changing the contact email back??
Hi Guys, I have an issue where I go in and edit the ticket, change to customer contact name and the email updates. However when I go back into the ticket the Customer Contact name is correct but the Email has reverted back to the old one? Any ideas? Thanks
Time based workflow using business hours
Hi, I am looking to set time based actions based on business hours - eg. M-F 8-5. I noticed the conditions are all based on calendar hours. Is there anyway to make a time based action using business hours. Here is the scenario We have a response SLA for
Help Center / Portal
I am in a trial for zoho desk. From what I can tell you guys use "portal" and "help center" interchangeably. Is that correct? My problem is that I want to control the fields the customer sees when in the portal. Right now they can see all kinds of
Error accessing our dashboard
Hi, Today our agents have been reporting issues when trying to access Zoho Desk in order to attend tickets normally. A message "Sorry for the inconveniences. Try again later or report this issue in the comments form below" is dlsplayed with a form in
Filter on pick listi options.
GHi! I have a pick up list field with 20 different options. In the ticket opening form I would like to show this field in all departments but in every department I would like to show only some options of the field. For example, if I choose the "apple"
Restrict Customers to Certain Departments
Is it possible to restrict Zoho Desk Customers to certain Departments? The intent is for my company to setup a Department geared specifically for supporting external customers. This means that we would not like external customers to have the ability to submit tickets under different Departments, specifically our internal Departments. Being able to restrict customers to chosen Departments would accomplish this, but I see no such option when creating a new contact. Thank you!
Mark ticket as responded to by automation
Hi everyone, I have setup some Rules and email templates so that when a ticket is assigned in Zoho Desk it automatically emails the Contact telling them who is working on the ticket, the priority of the ticket and what the SLA response time is. The bit
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