Unique Last Name Only?
Guys, Apparently, since last name is a mandatory field in DESK, I cannot have two people with the same last name? Duplicate Contacts with this name "Last_Name" already exist This is a bit of an issue because this is a very common scenario. Any ideas, anyone?
Hide some related products from the user in the Help Desk
Greetings, I have an important need. I would like to hide, during the opening of the ticket, some products in the choice of the available linked products. For example, if an Account has the product "apples" and the product "cherries" from the "fruit"
Integrate my website with zoho support
hi, I have built a request form in zoho support and added return url , domain name and other necessary fields to it.After that I embedded the html code generated to my website page. my problem is I am unable to redirect to the specified return url without login.is there any way to resolve this issue ?
Automatic workflow
Hi, 1. I would like to have an automatic email sent to client at X days without their answers saying "Dear customer, this ticket is waiting for your answer or feedback. Should you not reply within 48h, this ticket will be automatically closed and considered
Agent Queque side panel fixed
In the "tickets" page, it would be very useful if the panel on the left "Agent Queque" could always remain open or in any case I could choose to fix it. This way, while looking at the unassigned tickets that arrive and need to be assigned manually, the
Set Expiry Date for Customer Happiness
Hi Team. I'd like to know if it is possible to set an expiration date for Customer Happiness responses - meaning ratings submitted beyond the set expiry will not be accepted or included anymore in the reports.
Find all and replace in Knowledge Base articles
Hello, We have currently a lot of articles in our knowledge base, but a lot of them contains a broken link that needs to be replace. Is it possible to replace all occurences of the link instead of going through each article and replace every link one by one ? Thanks
Limiting access to a department in help center
In Zoho Desk you can show tickets in the help center, is there a way to limit it so that only a subset of users can view tickets submitted to a department or is it all or nothing? Concept is Department 1 is a general use department and the default for
Zoho One and Zoho Desk Performance
I'm not sure what you did with the roll out of the new Zoho One, but the Zoho Desk performance problems have been resolved! It's moving along quite fast now. Vast improvement. Thank you!
"Start Sync" button not working on CRM - Desk integration
Hi! I added the Zoho CRM integration from Marketplace and authenticated. Next, on the page "Configure Accounts and Contacts Sync" I selected Two-way Sync, Email(Primary) for mapping and mapped the fields for Accounts and Contacts. The "Start Sync" button
Dashboard: Number of Requests per day/week/month
Can anyone tell me how i can setup a (line) chart inside the Zoho Support Dashboard with the number of requests per day, week or month? I want a grand summary for my projects larger and longer than the weekly summary on the homepage. I tried it by grouping
Setting Priority to only agents and Admins
Hello, The priority's box permission won't change even in field permissions or ticket properties, it just says mandatory field cannot be changed. This is bad because our trust of 12,000 should not have access to this as we set the priority's within our
How can I reduce an attachment file size in my Help Center?
I would like to prevent too large files from being attached to a forum on ZD. The max size of file is 20MB now but I think it is too much and some users attache unnecessary files with their ticket submission. Is there a way to set the max file size in
How can I activate a popup with Private Policy agreement for my Help Center website visitors?
Every new visitor of my Help Center should be informed about cookies. Where can I find a setting with that feature?
Having products in different versions with life cycle - field dependencies
Hi. My use case is we are having different products having different versioning scheme. So while one product is in version 10 the other is still in version 3. I want to set up field dependencies. So if an agent in a ticket chose from the product field
E-Mail Replies create new ticket with same Ticket ID
Hi, A customer can send an e-mail to our support address, and a ticket is created in Zoho Support - Correct behaviour. Our agent can reply to the ticket from the Zoho Support interface and the customer receives the reply as an e-mail - Correct behaviour. The customer then replies to that e-mail, but a new ticket is created within Zoho Support - Incorrect behaviour. The continual replies between support and customer should be in one ticket until the ticket is closed. The replies from the customer
Hyperlink to Specific Ticket Record in Email Template
Is it possible to hyperlink a text to a specific Agent Ticket URL in an email template? See image below for visual reference. I tried to put Ticket Id > Agent Ticket URL placeholder in the web address but it becomes null upon save.
Dependency fields based on accounts in Zoho Desk
We have recently started to use Zoho Desk and I'd like to know if there's a way to make child fields to get values based on an account or organization itself. For example, we manage tickets for several accounts but we also identify tickets based on their
create an help center article with predefined format from within a ticket
Hi. Trying to fulfill a use case which I guess applies to most support service organizations. I want agents to raise a request for creation of an help center article when they figure out that they are asked the same question in a ticket over and over
Signature Validation Error
Today when my users try to login they get a Signature Validation Error. This occurs after they enter their username and password. This was working for 1 year. Today my help desk renewed. Can that be the cause? https://helpdesk.nohc.com/portal/
What happen if I chage the company name?
I changed the name of the company and I had several problems, in the email templates they changed the outgoing mail, and rules that were temporarily deactivated were enabled. Does anyone know what could have happened?
address and other contacts filed in help desk registration form
Hi! How can make visible "address" field of the contact in the account managment data: portal/it/profile#manageaccount ?
Adding additional information to invoice
Hello, Has anyone figured out a way to add any notes that are written under conversation, resolution or time entries note that can carry over to the invoice? We do service work and write up what we do on our tickets. The only place to have this carry
Picklist field maximum number of values
Hi, Would like to inquire on what is the maximum number of values that can be added to a picklist field?
Create Support Article from Existing HTML and Images
I need to 'import' dozens of existing support articles into Zoho. Each existing HTML support document has many images both large and small. The images and the text content all need to move to Zoho. The images cannot be hosted separately. Is there any way of importing both the HTML AND the images into a Zoho support article? It would be a huge amount of work to do the images one at a time with the 'add image' button.
Suspending the SLA timer depending on Status
When we define a ticket Status, we need to be able to mark if the SLA timer stops or not. For example, if we are working a ticket and are waiting on a response from the requester for more details, the timer needs to be stopped. Is there some way withing
Integrating Zoho Solutions (Knowledgebase)in Wordpress site
Hi, I'm wondering if there is an easy way to integrate the Zoho Solutions (Knowledgebase) into an external website, like Wordpress? I would like my clients to be able to access the knowledgebase from our main site. Thanks!
Spam Detection Free Edition
Hi, We are trying trialing Desk as a replacement for our new ticketing system but all emails are flagged as spam, we have disabled the spam detection filter under general settings though this doesn't seem to do anything. Is it not possible to disable
Copying the Help center article in to another another article
I would like to copy the Help center article into another another topic. i have seen a option for moving the article into another topic but not copying. please tell me how to copy the article.
Failed to Post your Comment error
Hello Team, Some of the team that works on the replies from Zoho Desk are experiencing the following issue when trying to reply tickets: This is issue does not happens all the time but it is consistent, is there anything I can do on my end to solve the
MSP - how best to manage multiple customers
Hi Zoho, I'm currently evaluating Zoho Desk. I run an MSP which means I support multiple external companies. As such, I'd be using Zoho Desk to track tickets and tasks and the associated time spent. But ideally I want to group users and their tickets in to "customers" so that I can generate reports to show what work was done for a particular customer. I don't really see any obvious path to do this in Zoho Desk. There are 'Departments' - so I could create a Department for each customer. But this doesn't
Uploading new version of an image in Gallery does not update related articles
Hello, Within the Gallery, we have the option to upload a new version of an image (or any media). However this does not reflect on knowledge articles that are already using these images. For example: Create a Knowledge Article where you insert an image.
How do i mass delete contacts?
as per subject.
How to put a Support Request 'On Hold' and postpone the due date
Hello, In Zoho Support I have edited a Support Request's Status to 'On Hold'. The Due Date for the Request stays the same, and whilst the Request is on hold the Due Date can pass. What I'd like is to be able to postpone the Due Date whilst the Request is on hold. So, if a Request is due in 30 minutes, and I put it on hold for 2 hours before opening it back up, the Due Date is still 30 minutes away. Basically I want to stop the countdown to Due Date whilst on hold. I've tried implementing a Workflow
Filter in views dynamically show logged in user
When creating a custom view, is there a way that a dynamic reference to the logged in user can be added to the Ticket Owner field. This would be massively useful to create custom views that show tickets relevant to the current user. The same would be useful for teams too. Thanks David
Zoho Desk unresponsive on Microsoft Edge
I have Edge, Firefox and Chrome browsers installed on my PC. Zoho Desk on Edge is barely usable. Clicking on any option, even for example to remove someone from a reply, causes the message "Wait. The page is not responding". This can last for anything
Blueprint Criteria and Dates
When reviewing the criteria for BluePrints there is the ability to reference On Hold Time for example. The options are is Current Time, and Custom which is choose another date. Is the custom time a relative time? Like when you set it to a week out or
Contract with multiple product
In my business we make support assistance for only one software with more than one module. In our Zoho Desk istance a module is a product. Is there any way to create a contract with multiple products? Or is there any way to use the same sla for more than
Automate Ticket Status Update
I'm setting up SLAs and would like to automatically update a ticket's status to 'Escalated' once either Response or Resolution times has lapsed. I already tried using Workflows but neither 'Is Escalated' nor 'Is Overdue' would trigger it. Is this even
Can i fill ticket's fields from ticket that came from support email ?
My company use zoho desk, we get tickets from integromat and from support email. From integromat i can control what will be in each field of my tickets, Is there a way to do so with the tickets that came from the support email?
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