How do I set "Over the Phone" number for Agents?
I cannot seem to properly configure my Agents so they can use "Over the Phone" status on their profiles. They receive the message "An 'Over the phone' number has not yet been set up for your account. Please contact your administrator". Absolutely cannot
Not able to select "ON HOLD" as status type
Hi, When trying to change an existing status type or when creating a new status, we're not able to select the "ON HOLD" status type. Only "OPEN" and "CLOSED" are available. Is this a known issue? Best Regards, Daniel
Improvements to Spanish translation for Zoho Support
Hello team, I would like to suggest some improvements to the Spanish translation. On the screenshot below, I would change the following: Todos los Solicitudes => Todas las Solicitudes Abrir Solicitudes => Solicitudes abiertas Solicitudes cerrados => Solicitudes cerradas On the screenshot below, I would change the following: Select a Department... => Seleccionar un Departamento... Request Type => Tipo de Solicitud How Critical is Your Request => ¿Qué Tan Crítica es Su Solicitud? I hope this helps
Allow End-Users to Authenticate via O365/Google/etc
Many of our other software vendors allow our customers to sign into accounts by authenticating against Office 365 or GSuite by simply matching the email address. It would be great if we could allow users from hundreds of different companies to sign into
first name placeholder ????
I have email templates saved in desk and want to update these templates to include ONLY the first name in the greeting line (ie. Hi (contact first name), ) I've tried the place holders listed and the ONLY one that even works includes the persons first
How to turn on voting for community forums
I'm having trouble finding how to turn on the Vote option for a post on the community. I posted an idea in testing but my test user can't upvote it.
View on work time calendar in Zoho Desk
Hi, Desk is briliant platform who has so many features but at first contact with zoho desk i was confiused because i have not found tools which I can check daily activity my people on the calendar view. I sended screenschoot shoot from extension from
Is it possible to create prompts when closing a ticket?
Hi, My company is new to Zoho, and we're trying to establish a good working practise of entering a resolution before closing a ticket. Is there a way to create an automatic reminder/prompt to enter a resolution when you close a ticket? Or alternatively, make entering a resolution mandatory for a closed ticket status? Thanks, Claire
Viewing own time spent by Agent
Where does an agent view their own time for the day/week?
External ZOHO Approvals
Hi Zoho Team, Is there any way to customize the "Approvals" tab in the ticket so that the client contact can receive a request for approval? The reasoning is that we prepare a number of estimates for the client for work to be performed. If I could automatically send a notification to the client for approval, that would expedite the process. Let me know if you have any questions. Thanks!
How to auto-assign a ticket to "self" (same agent replying)
Hello, we are looking for a way that when an Agent replies to an unassigned ticket it automatically assigns it to the same agent replying. Seems to me that in Automation Rules or Round Robin, the assignnment must be done to a specific agent, but what
Always show tags when viewing a ticket
Is it possible to toggle the tags so they always show, or at least show up in the ticket properties on the left?
Assign a product to a team rather than a person
Is it possible to assign a product to a team, rather than an individual as an owner? @Zoho - i accidentally posted this with my test account and realized it is set as Awaiting Moderation so you can delete those duplicates.
Assigning ticket to next shift worker when a customer replies
Hello Community and Support, In our ticket workflow, we often send replies to customers and some time may pass before the customer replies back. We run a 24/7 operation, so our agents work on different shifts (some during the week, some on the weekend.) I would like for there to be some type of workflow or supervise function that could know which of my agents are online and if the ticket is currently assigned to someone who is not working, then assign the ticket to someone who is working. Can I
Zoho Desk Inaccessible
I have administrative privileges and I can not even seem to log in to our domain? https://classroom.optimi.co.za/support/optimiclassroom/ShowHomePage.do Please can you assist?
How to Assign ticket based on category
How to i want to Assign ticket based on category, can explain to me ? is it possible ? Thank you
Cannot Disable/Remove Modules
Strange problem here. Setup/Customize/Modules should allow me to disable/unselect modules but I am running into the following: - On my iPad (using browser) I see the current modules and unselected modules split screen - but cannot seem to drag and drop.
Comments versus Email
There are a few threads on this - unfortunatey, I did not find the answer to what we are looking for. So, our clients, while opening a ticket or looking at a ticket have the option of replying to it, or commenting on it. If they comment on it, the ticket
Mail forwarding to zoho support
I have just started a trial, I have authorised mail forwarding to zoho support from our business gmail account, yet emails to that do not appear as a ticket so far not liking zoho support,
Canceling a Zoho Desk Ticket search
Hi, While using the top search bar in Zoho Desk to findparticular tickets, a little 'x' used to pop up to the right of the bar to let me cancel out of my search filter and go back to the general ticket screen. That little 'x' seems to have disappeared
Ticket Followers automatically set to Account Owner in CRM
I'd like for the Account Owners in CRM to be set as Desk Ticket followers for tickets that come in for their Accounts. Is there a way to do this?
Knowledgebase not showing in Zoho Desk
When I log into zoho desk I don't see the knowledgebase "help center" menu navigation. See attached.
Track support hours remaining
There's probably 10 ways to do this, ideally there's at least one that will work for us. We have CRM and Desk linked. We sell support hours in advance. Ideally we enter the amount of hours or a dollar amount (or it's pulled from invoices) in Zoho CRM
Synchronize Products from Zoho CRM with Zoho Desk
Hi, We have configured Zoho Desk for Customer Support and we would like to allow customers to specify the product while creating a ticket from the portal. We already maintaining 18000+ products in CRM and it will be dynamically updated every day. So we need the same list of products in Zoho Desk also. Whether there is any possibilities to sync the products from CRM to Zoho Desk? Thanks, Selvamuthukumar R
Add subdomain zoho desk, cname
good I am trying to add a custom domain to my zoho desk, but I get the following error, I already added the cname in my zone dns I don't know what else I could do, I've been in this for days but the support is a bit slow, if you can guide me attached
Twilio Blind Call transfer
We been testing Twilio Integration with Zoho desk. It works well with warm call transfer. That is, transfer call from one agent to another. But, we have a scenario to transfer the call to another department which doesn’t use Zoho desk. That is, if a customer
Some emails not bring forwarded into Zoho Desk
I've noticed that several emails are not bring forwarded into Zoho Desk. They are in my inbox, so the issue doesn't appear to be related to email filters. Anyone else experiencing this?
How to send monthly repport to our customer
Hi, is it possible to send automatic tickets repport to our customer ?
Zoho Desk
Hi all. Can anyone please tell me if there is a user's manual for Zoho Desk, and if so, where can i download a copy? TIA
Community tab should not be visible for users who don't have access
Hi, A user that doesn't have access to the community should not see the tab community in the top menu. Kind regards, Helen
Zoho Desk took one hour to receive emails
This happened once or twice, but the emails from clients have arrived in my Outlook client an hour before it appeared on Zoho desk. We can't have this happen again and would like to troubleshoot this issue. Please see attached screenshots and video. In
How to auto closure ticket after 3 days.
Hi, I would like to ask regarding this closure after 3 days. I already follow step "Go to Setup->Supervise->Create Rule->Enter a name->Next->Criteria->Hours since requester responded is 72 -> Actions ->Field Updates ->Status - closed." That published
Create a general task that can be used by any agent
Hi, I'm just trying to create a general task/tasklist that can be used by any agent. Say, if there is a certain workflow I have for any desk ticket, I want to make sure when the ticket is created, any agent can follow this list of tasks to close that
Zoho Desk - reply window - font not showing, text is invisible.
Hi, I use Safari 14.0.3 on Mac OSX 11.2.3 - recently, within the past week or so, the reply window in Zoho Desk, appears to have a styling issue. The cursor moves when I type, and if I select text in it, I can see the outline of the block of text, but
Apply workflow rules to existing tickets
Hello, In Desk, after creating a workflow rule, is there a way to apply it to all existing tickets? Use case: adding a rule to automatically put into spam all tickets marked as Spam by our emai system (subject begins with a spam label). Then I want to
Can I have a Contact associated to multiple Accounts?
Hi, In my company we often have Contacts that need to be associated with several Accounts. Currently, this doesn't seem to be possible: as soon as you assign a Contact to a new Account, it removes it from the previous Account it was associated with. Is
How to do Issue Type x Month
I'm not very experienced at creating views and reports - I think I need to find training materials, but I haven't been able to find them! Right now I want to do something that seems obvious: create a report with a column for each month (or week or day),
Chat Fitur
I saw a chat menu on the bottom left corner, but when I was looking for my teammates who were online, I couldn't find it. what exactly is this function?
Agent not receiving notification on comment made by customer
I have turned on notifications on Adding/Editing/Deleting a comment. When agent makes a comment, the customer gets a notification. But when the customer comments, the agent is not getting a notification. Agent gets notification only when the customer
Paste Image from clipboard when agent creates ticket
When creating a new ticket, Agents cannot paste images in the Description field. An agent should be able to paste in screenshots directly. Saving the image and inserting it afterwards, is a bit tedious. Pasting inline images was a recently added feature
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