Reopen Tickets on Forum Post
Is it possible to reopen the closed ticket when there has been a new post to a Forum post?
Is there a way to forward ticket to email
Hi, Is there a way to set up a rule if a ticket comes in from a specific email address, to automatically forward that email (ticket) to a different email address outside of zoho desk and close the ticket?
Help centre forms
Hi team - need some assistance with Help Centre forms please - struggling to show mandatory fields in the from end Help Centre, fields show in the form layout in Agent view in desk, but not in customer view in help Centre. Thankyou.
Filter on automatic closure email
Hello team. I want to send automatically an email when I close the ticket. T his mail contains the link to a survey created with Zoho Survey. For internal reason, I cannot send this mail for all the closed ticket, but I have to apply a filter on the domain
Customer View and Sumbit tickets with no log in required.
I want my customers to be able to view and sumbit tickets without having to create an account. is that possible? I have My options for customers to have to sign in off.
How can i Setup an auto-reply when clients reach us by email in Zoho Desk?
Hi, I would like to setup an auto-reply so when people sent us an email to warn us about a problem, they get an auto answer. I didn't find where i can set that, can you help me please? Thanks Alexis
Emoji support in HTML email signatures
Hi Zoho team, First, congrats on the improvements created for Zoho Desk. I noticed a problem when trying to add an email signature to an agent. If the signature contains an emoji, it does not add in the agent signature area. Take this HTML signature, created with Bybrand, as an example. Note the emoji below the agent name. Signature with emoji When you try to add this content, only the part of the name is inserted. As an additional, to better exemplify, I recorded a quick video for understanding.
Unable to preview attachments using Apple Safari on Mac
When attempting to preview an image attachment in Zoho desk the image will fail to load and present a "missing" icon in the middle of the display. This is using Safari 14.0.3 on macOS Big Sur 11.2.3.
Disable comments completely for Help Center Users
Hello all, I have a feeling I already know the answer to this, but I am going to ask it anyway... Is there any way (either in the Zoho Desk settings, or by Zoho Support on the back end) for comments to be completely disabled for the Help Center Users? We just don't have a need for them, and it has ended up causing confusion to the point where we really only want/need them to click Reply. I've attached 2 screenshots; what the ticket form currently looks like, and what I would like it to look like.
Average tickets per agent
In Zoho SupportI am trying to chart just the number of tickets closed per agent over a given period of time; daily through the week, through the month, etc. Can that be done?
Zoho Desk Feature Roundup
Dear Customers, We hope you had a great time during the holidays. Before we step into the new year, we wanted to give you a quick update of how far we've come since Zoho Desk's release. So, here's a roundup of all the new features and enhancements we've introduced in Zoho Desk in 2017. Stay tuned for more exciting features to come!
Assigning ticket to Agent that closes it?
I'm trying to clamp down on closed unassigned tickets. Is there a way to automatically assign the ticket to the agent that closed the ticket?
Happiness Feedback
For agent happiness rating is that for every ticket they worked on or is it only if they're the owner of a ticket?
Integration vendor from Books or CRM in Desk
Hi When your on partners relation viewed as vendor, it could be great to add vendors from CRM or at least Books in Desk as account and contacts. Obvioulsy it's not a complex functionality to add
Time Entry per agent Report
Hello , I Would like to build a weekly report , listing per agent , the full list of time entries (with created time / duration / relatated ticket ID) , but i can't see the Duration information about time entry in the pick list : Just to be 100% clear,
Asterisk Integration
I'm currently in a test period and would like to see, if we can integrate our Asterisk server. First, it says, that it only works with Zoho CRM. Second, I get an error message: Asterisk1.4 PhoneBridge Ihre Anfrage konnte nicht verarbeitet werden. Klicken
Timer Options for Billable and Non-Billable
I noticed that Zoho Project’s timer feature has an awesome feature that we need in Desk. When you run the timer on a task and hit stop, a pop-up window asks you to select billable or non-billable. It also allows you to add notes for the time entry.
Can a Live chat and Contact Form be integrated on our own website, including contact Button on any page
Hello, 1. I wanted to know whether below options from Zoho Desk can be integrated on our own website- a. Live Chat b. Contact Form page (customized) c. Contact Us Button (or simlar one), on any page of the website including Product page. clicking on Contact
Multi-language support
Hello. My main website is in Spanish and English, though when sending my Spanish speaker clients to the Help Center, they only see it in English because that is the default language I set it to. Is there a way to have multi-language support in the Help
I can't see the Salesforce Account Infromation on Zoho Desk
I integrated Zoho Desk with Salesforce with both directions data sharing, and I am able to see that all the accounts where sync, but, when a salesforce account send a ticket the Salesforce information does not display on the ticket details. Anny su
Search function is unstable.
Dear Sirs, Could you please check, I searched for products using "EyManN" the system show that not found. while available in the product module. When I scroll down from search pop up I can found the Product "EzyManN" on the system.I attached a sample
Is the Layout field accessible for use in email templates and workflows?
We have customers that require different ticket template layouts with different fields in their Help Center. When multiple layouts are enabled, Desk automatically adds the Layout field onto the ticket form in the Help Center view. This is great. However,
Merging Duplicate Requests
In Zoho Support, occasionally we receive emails from clients with the tracking number missing. Because they are likely associated with a current request, we simply need to combine them into one request. How do you bring together two requests that are really one?
Phone Call - Ticket Association Freezes
When I try and associate an ongoing or previous call from the phone pop-up, the browser session freezes for most things. Anyone else having this issue? I have tried both Chrome and Firefox to see if it was a browser issue, but no luck in either of those
Customer Portal - status figures break down per Account
Hello, I would like to suggest an improvement on the Customer Portal Currently status figures for Open, Closed and On Hold, are only filtered when selecting in Created by : You, Team or My CC'ed tickets Right now when selecting a specific Account, the
Adjusting CC field in Ticket Layout, Default Contacts
Hello, I was hoping to be able to add and adjust the CCs field to my ticket layouts, but it appears to not be an option. I was also hoping that I could set a default CC contact for tickets submitted to a particular department; a contact who is not an
KB reusage evaluation
Hello all Time ago I started to create some KB for my company. Every time I need to provide an article to a customer I use the suggested solution tab on the left. I was supposed that this operation increase a counter that can show me how many time I used
Is it possible to automatically share tickets of a certain criteria with another department?
We would like to share tickets that meet a criteria with other departments automatically but not give access to all tickets in a specific department. It doesn't appear to be an option to do this in the built in workflow functions. Is it possible to do
How do you disable the desktop notification pop up
Every time I log into Zoho desk, I get a pop up for a desktop notification. The options to select are Enable and Not Now. How do I disable this pop up because it's frustrating to have to select not new every time I log in. Can you add a never and make
Auto assign ticket from phone number in subject line
I am trying to figure out if we can setup a rule that looks at the subject of a new ticket and if the phone number in the subject line matches a number linked to a customer auto assign the ticket to the customer owner. We are going to forward all our voice mails to Zoho and it would be nice to auto assign the ticket if it’s a known number. A lot of times customers leave voice mails from other people and if this happens, we want the voice mail sent to the customer owner.
Migrate from Zendesk - I don't have a Manage > Reports link in Zendesk support?
Log in to your Zendesk account. Click the Admin icon ( ) in the sidebar, then select Manage > Reports. Click the Export tab. Click Request file besides, Full XML export. I don't have a "Reports" link ???? What do I do now?
Tickets - Include ticket requester automatically while hitting reply
Hi all, Is there a shortcode or function for me to include the person's name automatically while hitting reply? Like for example Roger sent a ticket in our Zoho Desk, so once I decided to hit reply, it'll include "Hi Roger" on top/ start of the ema
Parent/Child Ticketing Window Issue
When I want to link a child ticket, the window used to be positioned in the middle in the past. But, for a long time, I cannot give an exact date to you, it is located on the left side of the page. I do not know the reason for the issue. This is not a
Managing client emails with Zoho Desk
Hi there, We are a service business with some 500 customers and email is the way we communicate. Some of our team get 50 emails per day and multiple phone calls about client projects. Our team spend many hours reading and replying to emails using their
How to reactivate the Blueprint in a Ticket
I've revoked the blueprint of some tickets by mistake, and now I cannot find how to "unrevoked" it. How can I do it?
Validation of Fields based on {Category, Other Field, Classification, Feature, etc}
It's becoming a big necessity to have the ability to make certain fields required or control visibility based on other fields. Certain ticket types require certain information and to expect agents to remember what to add for each type isn't reasonable.
My support portal has too many redirects
Hi, I was able to map my domain through Cloudflare for the helpdesk but the portal is not accessible. I keep getting the following message when I try to access : support.vingo.fit This page isn’t working support.vingo.fit redirected you too many times.
Can I set default reply ticket template for ALL agents?
Hi there. I am aware that each Desk user can personally set their own template for a ticket reply. But, in a large organization, it might be important for the admin to be able to set the default template for everybody. Is there a way to do this?
Adding other Help Center Users on to a ticket - Adding recipient email addresses to a ticket response should NOT be the answer
Hello all, There are some great features in Zoho Desk, but the more I work with it, the more I find massive flaws that you would just expect to be there and apparently aren't. One of the things i am currently attempting to set up is a way for the users
Contacts with Multiple Accounts
Linking multiple accounts to a contact is not in the functionality of contacts. However, I have seen a few posts addressing this as well. A few years ago, it was noted that this was a roadmap item. Do you have an update as to whether this is still a roadmap item and if so, when is it estimated to be addressed?
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