Copy and paste snippet images to KB article
Hi team, We used to be able to copy images from snipping tools directly into the KB article text box. Now it doesn't work anymore, and we have to insert the image manually via the insert image button. Can someone please check this? Thank you.
Manual Translation file/list
Hi, We have a problem with the existing translations and phrases used in our local and English language. I would like a page where we can export / import the translation file used so we can change everything we want to in both our local language and in
Unable to export report
What is the appropriate user role or permission to allow him to export reports? Currently, users can create their own reports, but the Export As options are not allowed, not even for their own Custom Reports.
Zoho Twilio Phone Bridge - Transfer Calls Between Agents Frequently Drops Calls
When transferring calls between agents, we consistently drop the call.
Edit Draft KB Article = Permissions Error
I have a user (manager, support administrator access with all KB options selected in the profile) who is getting a permissions error when editing his own article. The article is in draft status and we do not have any reviewers for this category. I'm out
Monitoring agent responses
In order to do quality checks on agents' responses to tickets, I would like to be able to see all outgoing e-mail responses. Not like Review, which will need my approval for every e-mail sent, but just a list of all answers per agent, that I can check
minutesSpent predefined
Hi, We are using Time Tracking and we want to pre-define options which Agents can choose from. We only enter time in 0 / 15 / 30 / 45 minutes format. If we work 1 hour for a customer it is 1 hour 0 minutes. If we work 1 hour 05 minutes then it's 1 hour
Master Tickets
Dear Zoho Desk, I would really like the functionality to create a "Master ticket" by connecting other tickets to it. If the "Master ticket" is closed then all of the connected tickets are closed/solved as well. In other words the "Master ticket" can be the "Problem" where all tickets connected to it are "Incidents". If the "Problem" is solved then the connected "Incidents" are considered solved as well and will be closed. Additionally the "Incidents" would receive a comment (or similar) with the
Round Robin between multiple teams
The round robin rule for teams only allows selection of one team. Will it be possible to select multiple teams so that items that fit the criteria will rotate betwedn teams?
Export Tickets Bug
When all tickets file is exported from data administration, the latest ticket is dated March 11, 2021. The export file is not having tickets after March 11. It seems there is an error, please fix it urgently.
Unsubscribe after being tagged in a ticket
Our agents noticed that once they're tagged in a ticket, they forever receive every notification for that ticket. Is there a way for them to unsubscribe or limit those? If not, I think it would be a good feature to allow digest notifications (like a summary
Can Classifications be modified?
See subject line. We are interested in using these to track different types of tasks we regularly do (software update, report customization, troubleshooting) I've searched through the Setup-Customize area without any luck. Thanks!
Zoho Desk more products per ticket
Hi, I didn't get if is possible to assign more products per each ticket. Could you support?
How to set a "mandatory attachment field" as a trigger of another field?
I need to make it mandatory for my agent to attach a file in some tickets, depending on how was the issue resolved, but I haven't found anything that allows me to do it. I found alternate solutions, but any of these are ideal: To add an URL field as mandatory
Exportinf Zoho Desk Data
I'm exporting some data from my Zoho Desk to do some analysis, but as I have more than 3000 tickets in my account when exporting, I have the 3000 records limitation. I would like to know if there is a way to export more than 3000 records, or if I may
Block certain fields after first input
Hi, We have a few options in the Help Center form which a customer can fill in. We want to block some of that fields so the customer cannot change their initial inputs. Those fields must be blocked for editing for Agents also (except Support Administrators).
Importing Accounts from Zoho Subscriptions
Hi, we'd like to know if there is any way we can import or sync our customer information from Subscriptions into Desk (in Desk the information is incorrect and/or out of date). We would be happy to delete all existing customer account data in Desk if
images disappear from ticket after sending
Hi, we are testing Zoho Desk and have come across the issue that when we send replies containing images that, when you click send, the image are visible in the message history for a fraction of a second and then disappear to be replaced by error icons.
SLA Due Date reset/clear
Can I get some clarification on how the Due Date is reset/cleared during a ticket lifecycle? Take the following example: A Ticket is opened with a Medium Priority The associated account has an SLA A Due Date is set by the SLA config to 8 hrs The problem
2 hour notice
Hello, I want to send out an email notification to the Agents if a ticket is on a certain status for 2 hours or more. How do i do that? With Workflows i cannot specifiy a "2 hour"-period.
Put Insertion point before default email template (not after) when agent replies to ticket
- when an agent replies to a ticket - when agent has a default email template defined for ticket replies The insertion point is after the contents of the email template. Please put it before the default email template. This means the agent can start typing
Signatures & Happiness Ratings
Your Help states that the Happiness Ratings will automatically appear below the agent's signature by default if it is set to appear in all tickets. But is also customizable. (see screenshot). I find neither of these to be true. I can't find any way to
Restrict Happiness Ratings to be used only for the final user
Hi, We have a Help Desk deployed in Zoho Desk and we recently noticed that agents are using Happiness Ratings options to rate the service delivered for any ticket. This should not be happening, and specifically, the idea is that only the user who opened
Clear report for hours spent by each agent
Hi! I am currently trying in vain to get a good overview of all time entries (filtered by agent). I can create a pretty good table - but as soon as I want to create a chart from it, the time entries are output according to number. But I want to see: -
Customize my desk
Hello I want my helpdesk to look like the demo one https://www.zoho.com/desk/images/every-brand-gets-own-space1@2x.jpg Why can't zoho, make customizing the desk functionality as easy as zendesk. I would love to switch can only if i can have something
Placeholder for user that send the recent response
We currently use Workflows with Email Templates to automatically send out an email to a team when a customer sends a response to an issue. The template uses the '${Cases.Recent Thread Content}' placeholder to get the content that was sent but we are also
Can you link to a comment?
Sometimes it's helpful to a specific comment in a ticket in our other system, however I don't see this as a possibility in Zoho desk. Is this possible or am I missing something?
More Control in Sequential Call Routing
Right now the sequence for call routing is determined by the first rep that signs in... ?! This is totally arbitrary and out of our control. Please provide a way for us to sequence the order in which our reps are contacted in.
Does ZOHO Desk log all incoming calls?
We are currently using desk only for email support, with plans to implement Twillio integration. We've been doing some testing but I'm uncertain of a few things. I know that zoho desk will log all incoming calls which for us includes those answered by
Customer portal Invite email
Hi, we have a customer portal in which some user are working well but we need to add more users and the issue is that the invite email is not sent. We have sent the re-invite but the user does not receive the email Is there any way to see what the problem is and how to solve it? I think that there is no limit for customer portal users in free license but I would like to confirm it. Many thanks. Regards Samuel
Disabling Public Comments option in ticket
Is it possible to disable ( temporarily) the option to make Private comment on tickets Public
Return to Open Tickets after Send
Is there a way to set up the system so that after an agent has clicked SEND or SEND/CLOSE, the screen is returned to the Open Tickets view?
ASAP Guide without Click/Hover Trigger
is it possible to create triggers that do not show after the guide has been completed? Right now if you create a trigger, either click or over, on a button on your website, every time somebody clicks the button the ASAP Trigger shows the tooltip. This
Customer Happiness survey on every Nth ticket closure
Hi there, I work in a B2B customer service, and we would like to send the Customer Happiness survey to, let's say, after every 20th ticket closure. We have multiple tickets coming from our clients' customer service people, so the email addresses are quite
What package is manual time tracking included?
During our trial we had a feature that allowed us to manually input time and an hourly rate for each agent. Which package is this feature included? I don't need automatic time tracking, manual is prefectly fine...
Allow Light Agents to view the community
Is there a way to enable read only access to the community for Light Agents? i can understand that responding may require a full agent, but why is it blocked from even reading the community?
Knowledgebase Article Attachments
Hello Is there a maximum attachment size? Or file type restrictions? We are trying to put our Latest Software Installer in the article from ZohoDocs. It says it successfully attaches but nothing shows up. Thank you
ZohoDesk Sync with ZohCrm
Hello We are a long standing user of ZohoCRM. We have been using Freshdesk but decided to try ZohoDesk for tighter integration. We implemented the one-way sync to test and only companies less than a year old came over. How do we get the rest to sync
MAIL SUBJECT
Hello how to change the subject of the email I sent. I want to put any type of information in the subject line as if I send an email classic. I want to manually change in the subject line. best regard faouzi
Looking for a way to Round Robin an auto assigned task.
Hello, I am looking for a way to do a Round robin for an auto assigned task based on certain criteria without changing ticket ownership.
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