Zoho Desk - New ticket creation on closed ticket
Is there a way to set up the system so that a new ticket is created if the ticket was taken to closed status? Sheila Walton AdvanceOnline Solutions.
Addition of Community to Zoho Help c
I am unable to setup community within our desk. I have been through all the available series and have not been able to find the problem. Our main priority was setting up the announcement widget but I cannot do that as our community page isn't setup. Help
Mapping Contacts
Guys, We're using one-way CRM to DESK sync - but we do want to add contacts to CRM on a case by case basis. I'm using a function (actually, a Zoho Flow) to do this. Contacts added to CRM via function/flow continue to show as "unmapped" with CRM. Is there
Response is saying it's overdue when have responded
I have set my SLA to respond within an hour. When a customer logs the ticket the timer starts counting as it should, I reply to the customer within the response time, the timer carries on and then says it is overdue when I thought it would stop when I
Analytics on the phone queue?
We've recently started using the Twilio integration. We need to see reports on call volume, % of calls answered, time on hold, etc etc, to better manage our customer experience. Where do we look? Thanks in advance!
Help Please
I am not receiving outgoing emails from our Zoho DESK. Is there a setting that I may not have enabled correctly? Thanks Steve
HEBREW FOR ZOHO DESK
HI I WOULD BE HAPPY TO GET ZOHO DESK IN HEBREW. THERE IS AN OPTION TO HAVE IT?
Desk AccountId - CRM AccountID
Guys (and Ash), I am using CRM-DESK integration "one-way" - so all CRM accounts and contacts are synced to Desk. Every now and then, we still want to add a DESK contact to CRM. For this, I'm using a checkbox custom field and Zoho Flow to populate the
High Load Times & Unresponsive Zoho Desk
Hi Zoho team, weve been experiencing high load times, unresponsive page whenever we use our zohodesk, this happen since we started to use our desk We are based in Indonesia, do you have any work around? this also seems getting worse day by day
Unable to use round robin when ticket updated through list view
I've tried to move ticket from spam, and my plan is to update the ticket owners ( which is obviously there are no ticket owners because they moved from spam) in round robin manner - with pretty simple condition of ticket is open, but it doesn't seem to
Import time request
Hi, l have imported an excel file successfully, but l would like to import the time entry tab (minutes spent). could you kindly let me know how to add this information? thank you! oriol
Show time entries in Portal
Hi there. I have a question regarding time entries. I would like my clients to see the time entries I put in their tickets, how can I acomplish that? Thank you.
How do I see how many emails that I've sent for specific interval? and is it possible to check if an email contains customer happiness rating?
Refer to title for my question
Subcategories dependent on categories
Dear Zoho! Wanted to check with you if it is possible to make subcategories visible as a list of items which are displayed dependent on categories. I know it is possible to pick one of subcategories by dependencies but I would like to kind of have a list
Is there a way to allow users to preview ticket attachments from clients or view in the browser?
It's very time-consuming and takes away from the elegance of a web-based system to have to download the attachments to view them. Our clients often send spreadsheets and PDFs as attachments that must be viewed in order to answer the ticket, but they do not need to be downloaded. Zoho docs allows users to view in browser without downloading - this functionality would be ideal for Tickets.
Is it possible to customize the Jira issue form in Zoho Desk
Currently when filing an issue in Jira via zoho Desk, only limited fields from that particular project is shown, is it possible to customize so all fields in Jira under that particular project is reflected in Zoho Desk as well?
Mass Update Contact Layouts
I have a couple of hundred contacts in Desk on an old layout. I want to move them to a new layout - ideally without having to manually edit 100's of contact records. I tried exporting - in an attempt to set or change the layout on re-import (as this works
Happiness Ratings not showing
Hi Team, New to Desk. Happiness Rating is set to be sent out on all responses. We are testing with gmail, but no smileys, not even a link to ask for happiness rating. Have I possibly configured it incorrectly.
Not receiving notification emails
Dear Sir, We have configured to receive notifications from "Settings". But we are not getting any notifications. Am I missing something? Pl advise...
Ticket count by status by day
Hello, We would like to follow ticket count by status by day to understand our backlog evolution (open and pending tickets). We have tried to achieve that kind of reporting with the "Reports" module but did not found how to do. So far we have managed
Closed Tickets Not Displaying
Starting this afternoon, my closed tickets are not showing up. They were there this morning. I have to search for them in the search bar. Anybody els having this issue?
Knowledgebase Permissions
Hi, Does the knowledgebase for each department stay separate from one another? I.e. an agent from one department cant see articles entered into the knowledgebase of another department? Thanks
Renaming Ticket Status / Blueprint States
Hello, I just ran in to a frustrating issue and wanted to share it. While creating a Blueprint, I went ahead and added a number of states, which I noticed actually get created in the Ticket Status page under the Customization section. After realizing that the name of some weren't ideal, I decided to rename so they made more sense. I then discovered that it isn't quite that simple... There is only an Add State option within the Blueprint editor, but no way to rename one once created. If you navigate
Time entries for custom statuses on tickets
Hi, We're managing custom status values for our tickets, this way the Open status can have values like Open or In Progress, as well as On Hold status can have values like On Hold or Solved, because Closed cases are not the same as Solved cases in our
Time tracking enhancements
Firstly, When stopping a timer, it would be great to have a pop-up like what happens when you stop a timer in Projects so we can add notes, mark billable/non-billable and perhaps set the Ticket Charge Type. Secondly, it would be very nice to have quick access to timers like Project has with Global Timers. I know it can be accessed by clicking on Recent Items | Timers BUT having one-click access to an icon that represents time tracking would be nicer (better usability). Thanks, Scott
Workflow Rules Stop Triggering
Getting frustrated with Zoho Desk. It seems like every couple of months we'll find out (via a complaint) that Desk isn't sending out notification emails to agents. We will have not changed anything and they'll just quit. Support will typically try to
Formula Field
Team Zoho, not sure if someone else has requested this but if there is a formula field available to be created will help us a lot and also ability to hide few standard fields which are not useful in our case. I'm open for a call or a screen share to discuss further Thanks & Regards, Ravi Chandra Panakanti
Issue regarding Emails
We get emails for the client responding and overdue tickets on the desk. but, one of our agents stopped getting those emails. Can you please advise on what should be done?
Forwarded emails not showing up
Hello, Under Channels > Email > Other I've enabled Create tickets on behalf... I forwarded an email sent directly to myemail@mydomain.com to the support address after adding a single line to the top of the body "#original_sender { requestersemail@theirdomain.com}
Help with Criteria Patterns in Workflows
I'm trying to understand the proper placement of the 'and' 'or' and '(' ')' items in the Criteria Pattern field. I have some that work and some that don't. Scenario 1: The department has multiple email addresses. The default rules for sending notifications
unable to access zoho desk
We are unable to access zoho desk, it is stuck on a page where you have 5 balls and does not lead to the ticketing pages. This is for all of our users. Please fix as soon as possible
[Restore] Offer zoho desk community module for free plan
Hello, Past years zoho desk offered knowledgebase and community facilities with free plan and i am also old user. This's request from zoho to offer community module with free plan (when it offer with free plan then you can keep past limitations) Why?
disable auto reply for specific users (emails)
Hi, sometimes our client write us directly and when we forward this email to the support email, we receiving the auto response email from Zoho Desk. how can i disable the auto reply message for specific users (emails)? Thanks
Zoho Desk is not working
Hi I have a very urgent issue as the Zoho Desk has stopped working all of a sudden in the morning today with the following message
Multilingual Feature : Why zoho always add automatically the language key at the end of a link?
Hi there ! I'm using the multilingual feature and we face a problem we can't fix : we are a french company so our main language is French. However, we do have our app in english. We link our users from our app to our KB in their app language (english
Zoho Desk with Zoho CRM integration (vendors)
I am trying to evaluate whether Zoho Desk, part of Zoho One, is fit for my Case Management client case. More precisely, when managing a ticket for a client, there might be a dozen third parties involved, apart from the client themselves. I was thinking of creating these third parties in Zoho CRM (in tab Vendors), then maybe use that list from within Zoho Desk to send an email to a vendor for example, or get an overview of all the parties involved in a single ticket. Is this possible with Zoho One?
Which supervise rules get executed first? Top or Bottom one first? and how can i rearrange the sequence?
So we have these 2 rules that affecting each other, the expectation of execution is top from down, but somehow, ive seen couple of tickets where the bottom one gets executed first. This inconsistency may cause a lot of trouble because there is a chance
How to add or update a Product Category
Under Organization you have Products. When you create products you have an option to add a Product Category. Currently my options are: Hardware, Software, CRM Applications. I have searched on how to change this and found this page, https://help.zoho.com/portal/en/community/topic/how-to-add-a-product-category-%3F
Phone queue: escape hold, to leave voicemail?
We're setting up the integration with Twilio, and running test calls. Once I go on hold, it appears there's no way to "press 0" or something, to leave a voicemail. Are we missing something?
Is it possible to automatically assign a ticket to a contact/account based on submitters email address?
Is it possible to match incoming emails to a contact and then by proxy, an account? This would allow someone to email us a request for assistance then the technician wouldn't have to go through the steps of assigning the ticket manually to the user;
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