Customize submit new ticket form in customer's portal
Hi, I'd like to know how to customize the submit new ticket form in the customer portal. I want to add the option to select the ticket's due date. I know I can customize the portal's home screen (HTML and CSS) but I could not find the option to modify the submit new ticket form. Thank you.
Assigning tickets to only online users/ticket owner
Hi Zoho team, I would like to ask if it is possible if we assign new tickets/pending response tickets to online ticket owners/users only. At the moment, I am seeing that whenever my customer responds to a ticket, it would assign to those who created it
Company Mails forwarded to the zoho desk support mail not displaying or creating a ticket
Mails forwarded form the company support mail to the zoho desk support mail not displaying or creating a ticket
Consumer trouble logging in
Customer is having issues logging in? Cookies have already been enabled in settings. How to proceed?
Link Survey using the google form
Can you help me? I want a survey link when the ticket is closed. the survey link using the google form, is it possible?
How to Auto close tickets
Dear Team, We are using ZOHO Desk now. We are getting many email from our technical or operations email ID which is just for some notifications. we would like to auto close such tickets which we can do with particular subject or particular email let us know
Help Center article issues
In the Help Center Knowledge Base I'm having several issues with number lists and images when doing copy/paste from another document and also with editing an existing article. The images show until the document is saved and then they disappear
Can I make a private or invitation-only forum?
I want to have forums that only allow a sub-set of logged-in users to be able to see & engage in a particular forum. How can I do that?
Multiple Tickets in Zoho Desk
Can anyone help with creating multiple tickets in zoho Desk for single sales order
How do I integrate Zoho desk with zoho sign and zoho form
I need to send a document to the client when the agent makes a resolution of the Ticket. I want to generate a document with Information from the ticket and then when the agent makes the resolution of the ticket send automatically the document to the client for SIGN with Zoho sign. Let me know is this possible o what is the best way to implement that proccess.
How to create a notification if an agent hasn't replied to a new ticket within 22hours?
What would be the best approach to create an automated notification email to a Contact if a ticket has not had any response within the first 22 hours it was created? We basically want to send something out automatically that says "We've received your
Tickects are not beign assigned to one of my agents
We recently onboarded a new agent who is not getting tickets assigned to them automatically. Please advise on how to resolve this issue
Limit user by department
Hello, Here's a little background before asking my question just in case my set up is not optimal. I have several customers that I moving to my support site. Since i was not able to split them by organization (unless I'm missing something) what I did
Assuming Identity Of End User
I would like to assume the identity of my customers end user accounts on my portal. I have some customers whom want me to make changes for them or to post in the forums on their behalf because some are not familiar with technology and this would be
Zoho Desk
Hi, Iam creating tickets in zoho desk based on the subject name in sales order. I had attached the products in contact modle and writen a function to map the product names with subject in sales order. Based on the subject i had created a ticket and
Problems with zoho desk
Good morning This email is to tell you if you can help us, because we have been having problems with zoho desk. The emails have been arriving in mail clients but not in our zoho desk, we thought maybe if our configuration of our emails could be wrong
Remote Login URL
Configure Help Center SAML - Zoho Desk Knowledgebase Step 5 of the instruction to set up SAML 5. On the SAML page, provide the following details: Remote Login URL: Enter the remote login URL of your IdP where Zoho Desk will redirect your end users when
Advanced Workflow - Handling After Hours requests seperately from during hours
I would like to be able to setup rules to handle after hours requests differently from during hours support. I see how to setup supervise actions to update a custom feild (RcvdTime) to designate During and After hours, but am struggling getting the SLA
Unable to set up a review process for KB categories associated with multiple departments
When a KB Category is associated with more than one departments, it is impossible to set up a reviewer. Even if a reviewer is already assigned, the moment a second department is associated with a category, the reviewer option is no longer available,
Syncing CRM Lead Converted to Contact
Hi Zoho, We are using Zoho Desk and syncing it with the Leads, Contacts, and Accounts modules in Zoho CRM. For the most part, this integration works great. However, we are finding a limitation when a CRM lead is converted to a contact. While Zoho CRM
Add CC on our workflow email
We want to create a ticket with dynamic email as CC - & we get the email from our database and sent throught Zoho Desk API. The email that we wan to CC is filled in the ticket & placed in CC field. We're using pro edition but somehow unable to find
SAML Dispaly Names
I have SAML configured and working with my AD. HOwever when my users submit a ticket for the first time by sending an email their contact name shows up as their first part of their email address. Is there a way for this to use their full name instead?
Web Widget not mobile responsive
(This post keeps getting deleted! ?) I've attached two images showing that the "Feedback" widget is not mobile responsive on an iPhone. Can this be fixed? It's important. It doesn't work with embedded contact forms either. Thanks!
Send automatic emails to customers as reminders
can you help me, I want to send email as a reminder to customer, the reminder is given 3 times, the first reminder if within 24 hours the email doesn't respond then the email is automatically given, the second reminder is given within 48 hours if it doesn't
Workflow - Select Tickets Flagged as SPAM
We have a known number of distributors who submit purchase orders and technical support requests to Desk. In almost all those cases, the Account field is completed (synced with CRM) Regularly, we end up with valid tickets marked as SPAM and unless someone
Change some fields to be accessible to non Admin user
Is it possible to add resolutions to tickets with non admin user?
CC distribution queue list
Hi - When i CC a distribution list in a ticket it send the email notification to everyone but they can not access the ticket because of insufficient privileges. I suppose It's because the system sees the the distribution list a user and not individual
Using Description box in Add Ticket screen more efficiently in Zoho Desk
Dear Partner, We are willing to process our works in Zoho Desk with less clicks. Thus we have an idea of using Description box in Add Ticket screen more efficiently. In the latest version, if Description box is used and ticket is saved, the ticket is
Setting Due Date with SLA rule
Following the section "Creating and Using SLA's" in the online manual, it states - In the Create SLA page, do the following: Enter the SLA Name. Optionally, enter a description in the Description field. Specify when you want the triggers to fire automatically.
Report on last modified date on tickets
We would like to be able to track the last time something was documented in a ticket. Our requirements are for agents to check and update their tickets on a regular basis (depending on status, subject, etc.). Is there a way we can report on the last time
Help Center in Mobile Application?
We are experimenting with moving our Knowledge Base to the Help Center in Zoho Support. After installing the mobile app (Android), we discovered that that "articles" aren't part of the app. What are other doing to manage their Knowledge Base and allow
Blueprint reminders and automatic transitions
Hello, I have two suggestions for Zoho Blueprint - both in Desk and CRM (if possible). It would be nice to be able to send alert reminders for a blueprint task to the task assignee, in the event that the assignee forgets to complete a task. It would also
Time Date Field inaccurate when picked up by field-placeholders in email template (consistently off by six hours)
We have a department in Desk that schedules sessions with customers, and it is mission critical that we tell them what time they are expected. We use a Blueprint to set conditions, and Alerts (Notifications) are sent to the customers showing the agreed
It's possible add kb inside ticket?
Hello, I want to know if is possible link inside a ticket the link of kb article. Thank you for your reply
Filter the departments that a user of the help center view
Hi team, Imagine a department on Desk fot internal company requests (other companies of the same group, tecnical questions...). If we allow the help center for that kind of requests, the final users, the real clients can see it too. Can be possible
Feedback Widget Success Message customization.
Hello, I would like to create a success Message in the Feedback Widget that will address the customer's name, pulled from the Name field of the widget when they submit feedback. For example, if Sandra McTester submits feed back, her Success Message pop-up
Automated ordering of tickets, based on priority, in custom views in table mode
My client has several custom views, my client has 2 priorities. The client wants the custom views to automatically order the tickets based on priority whilst in table mode. The client doesn't want to use the modes: Countdown, priority, Status or Handshake
Importing Tickets to Zoho Desk from other portal with conversation and attachments
Hello, How can we import tickets from our old ticketing system with all replies to tickets and attachments? We found a article for importing initial tickets but there is not any details or any article exist from where we can undersatnd to importing replies and attachments to those tickets. Thank you, Prafull
CRM and Desk synchronisaton doesn't seem to work
Hello all, I am testing Zoho One for about a week and (as far a I know) I'd setup the CRM and Desk client/contact sync but for some reason it doesn't synchronise at all. I'd setup the sync from Zoho Desk via the marketplace where Zoho services can be
Unable to disable new ticket creation notifications for agent
I've got an issue where one of my managers are receiving notifications for every ticket created across my desk platform. I've read and applied the following recommendation with no luck https://help.zoho.com/portal/en/community/topic/disabling-email-notifications-for-certain-agents
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