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
Teams Vs Departments
Hello, I'm going to soon be migrating my team over to Zoho and, as I've been doing some tests with the product, I am unsure whether I should be using Teams or Departments to separate my two teams. The Teams Team 1: Customer Support - Helping customers with general questions pre and post-sale, doing basic troubleshooting, helping with account issues Team 2: Technical Support / Escalated Support - Takes escalated product issues and helps resolve them with the customer Both teams should use the same
Zoho Desk - Schedule ticket closing
Hello, I'd like to automate ticket closing when no customers answers after a 48h delay. I tried to add a ticket state, to create a rule, but I don't find a way to scheduale the closing. Any idea ?
Errors when using JIRA integration
Hi, We have had the JIRA integration working successfully for the last couple of years but it has recently started failing. Specifically, when we try to "Add New JIRA issue" from a Zoho Desk ticket we get the following error: Oops! Something went wrong
Creating a ticket without automated email to Contact [checkbox?]
In some cases when creating tickets it is not necessary to automatically send an email to the contact. Especially when creating tickets for documentational purposes. A simple checkbox for something like "create ticket without automated email" would be a huge QoL improvement. Thanks.
Categories-Automated Responses to tickets
Hello, I would like to create categories based on the content of an incoming ticket from a client. After assigning the existing ticket in a category, i want automated email reply as a respond to the client. How can i set up this procedures?
Customers can view Tickets of other users in their account Setting
Is it possible to enable this, but default it to off when contacts are associated with an account? We don't want all users to have this access by default so it's extra work to have to uncheck this for every user.
SLA Response Escalation
I have Zoho Desk Enterprise. Why do I only have two escalation levels for Response Escalations. Per the KB, it says I have 20 escalations per department. For Response, I'm only seeing 4. Thank you.
Merge more than 3 records at once
Hello Zoho Team, There have been a lot of times that I and some users need to merge more than just 3 tickets, many of this times is related to automatic notifications and batch issues who came by different contacts or users with same problem. So we wonder if this feature will be available in a near future? Thank you.
Agents Availability
Hi, We need to measure the availability of the agents in Zoho Desk of somehow during the period of work coverage (9 AM - 18 PM). Is it possible to measure it and get a report? Thanks again.
Custom List Mode
Is it possible to configure the List mode so it splits tickets up into columns similar to the "kanban" countdown and status views? If this isn't an option, is there any mode that would allow a user to do this and specify which users can be viewed in that
Converting email body as Ticket Description
Good Day We are currently creating tickets from EMAIL and exploring workflow option for handling tickets automatically. One of our use case is to check a unique content from the body of an email and update the status of the created ticket for which we
ZOHO Desk doesn't work
We cant login to any account. The screen below.
notificatioin mail on receiving new ticket in different languages
hi community. I am setting up mail notifications for a global support team. We have customers all over the globe and I would like to have the mail templates sent in different languages, depending on the language chosen in the ticket. Is there any way
Dead link to the slave merged ticket
Hi Zoho When we merge tickets we lose the possibility to access tickets that were merged as slave. Please associate the slave URLs to the corresponding masters. Regards, Andrey
Need to search keywords in comments
Hello Team, I need to search keywords (or more specifically a number) in a comment but actually it is not possible. For example when I search a "case number" like "123456789" in a comment it does not find ... Is there an option to activate ? Thanks
Feature Request on Ticket Number Ticket
It would be nice if the ticket number in a ticket near the subject line was a hyperlink to the ticket. This would allow us to easily copy the ticket number and subject and share it with a clickable hyperlink (since the URL doesn't actually display the
Permissions Management for Required Fields
I want to be able to allow some users to edit some fields on accounts or contacts, but not other fields. It seems I am unable to set reader permission on the Account Name field and as a result the end users will need to be read only because we cannot
Public Dashboard Question
When accessing Reports > Dashboards there is a grouping called public dashboards. I don't see any documentation on what this means. Can you please let me know what public dashboards mean?
Invalid API Key
More than 1/2 our user base has not been able to get into our ZOHO desk app today. This morning out of nowhere users are getting the following error: {"result":"failure","cause":"Invalid APIKey"} I already put a ticket in this morning at around 8:30-9:00 and have not had a response, ETA, or any other type of information. What is the cause of this error? Nothing has changed on our end and it was working fine the previous day.
Email to all contacts, e.g. notification about downtime
Is it possible to write an email to all contacts which are signed up to the help center for example to notify my customers about a maintenance or downtime or change? Regards
Zohodesk Advanced Web Form redirection problem
Hi, I am encountering web form redirection error. Once user submits the form, the form will then create a ticket but do not redirect on the same web form. as the instruction specified, if we want to redirect on the same form, we should input asterisk
Make a read only version of KB permalink available without a login
Is it possible to publish a permalink on a Read-Only mode to users without a login. Anyone wanting to engage (Comment / Like) on the link needs to login, but for users, who are outside and need it for a handy reference, is it possible to view the link
Hiding a ticket from account
Hello, We are looking for best practices around making a ticket "internal". Our customers are able to view all tickets associated with their account via the help center. However, we have multiple scenarios for tickets that need to be aligned with the account, but "hidden" from contacts within the account. I noticed an idea to use another department and make it private, but that requires a bit of administration overhead, especially around reporting and ticket movement. Ideally a checkbox indicating
ticket not show
ticket 108 is not show on page all ticket
Email template translation
Hello! Can you help me to understand how to translate email templates quickly from English to my language (Italian)? I have over 10 departments and there are about 70 Email Templates per department. It looks like a huge job. Is there an alternative way
Views accessible in multiple departments
I've noticed views are specific to department. This makes sense for tickets, but for stuff like contacts and accounts it's somewhat confusing to have to recreate them for each department, and then they disappear all together when you select all departments
Automatically prevent some contacts from being CC'd
Is there a way to automatically remove certain contacts from the CC of a ticket? There is one email address which is included as a cc on several tickets, however we would like it to not be included in future correspondence, so we would like to automatically
Feature Request: Add an Agent View tab on Agent Management Screen
Please add another tab that shows full agents. Currently there is All Agents and Light Agents. It would be great to see a list of agents that are not Light Agents.
Automatically complete a task as part of a blueprint transition
Is there a way to complete a task as part of a blueprint transition? For one department, every case gets a list of tasks. It would be nice to complete these with the related transition, however when I add this when completed, it just adds another ta
Parse info from email to Zohodesk fields
Hi We have a support form on our website that sends an email to the zoho desk, as follows: Request_Type: Maintenance Source: Website Submit_Date: 16/12/2019 Submit_Time: 11:59 Contact_Name: Jane Smith Contact_Email: jane.smith@customer.com Building: 'Building
ZIA for Desk in EU
Hi! When ZIA for Desk will be available in EU?
Make an ITIL/ITSM system, add Assets tracker and so on
Dear Zoho Support team, I know you corporation has very interestring services and products on: http://www.manageengine.com/ I'm very interested in ServiceDesk Plus functionatily, such as: ITIL/ITSM ready, Assets tracker and other things: http://www.manageengine.com/products/service-desk/help-desk-features.html
Support Email addresses getting notification emails
We have several of mailboxes set up that forward to Zoho Desk, but they are also the SMTP addresses in Zoho Desk form our system. When those send in a ticket, they also get the ticket notifications which adds extra clutter to the ticket. Is there a way
Zoho email forward auto assign agent
When forwarding an email to create a ticket in Desk, is there a way similar to the #original_sender tag to assign it to an agent? Right now it creates the ticket, but creates it as unassigned. I then have to go into desk.zoho.com and assign the ticket
I've imported records for my organization, unfortunately every one incorrectly came in under my name for the Account Owner instead of the assigned owner
The mapping in Zoho import is not working
Create tickets on behalf of the sender while forwarding emails
Is this feature department specific or global setting? Create tickets on behalf of the sender while forwarding emails When an agent forwards an email to your support mailbox, it creates a ticket in the name of the sender. When disabled, the agent is treated
Default department: differences from others
Hi! Can someone explain me what is the function of the "default" department? How is it different from others? What can be done different in the default department? Knowing this information would help me understand how to handle it. Thank you!
Add more options for customer satisfaction
We think that is important that we have more options to qualify the customer satisfaction, now there are 3 faces, I recommend to have more options like 5 stars. Like this picture. I will be grateful
How to disable Portal in Zoho Desk?
Is it any way to disable Portal or Help Center in Zoho Desk? By the moment, we don't want customers to interact through this channel
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