Not able to change My existing email
Hi Team, I am not able to change my existing email My existing email is - arpit@neodove.com and desired email- help@neodove.com Please process it or let me know how to do it.
Remove Spam Filter
We've run into the issue a lot of messages are getting put into SPAM for us that are not spam. Can you please either: 1) Give us the ability to whitelist certain domains (or email addresses) to bypass the spam filter. or 2) Remove the spam filter from our account Thank you, Ernie
Custom Filter for Tickets Due Today
I'm trying to create a filter that would only display the tickets that are due today and nothing else, but I can't seem to do it. There's nothing like: "Due Date" + "is" + "today" Any other ways to achieve this?
Getting alerted way too often. What are we doing wrong?
We’ve created a workflow alert to notify us when a certain kind of ticket is created, so we jump on it immediately. But the workflow rule associated with that alert executes every hour, which is not the frequency we require. Is there a way to change how
Search solutions from request
Hi, I would like for support reps to be able to search solutions from the request page using the request description and/or the request subject as context. Currently, they have to take multiple steps to accomplish this - copy the text, paste in search
Customer Reply not seen on Zoho Desk, but is seen in email id
When we reply to a customer after creating ticket, he gets the reply when he replies we do not see the customer's reply. We have to refer to the email id on which we get the reply. Thank you.
Community Post - Why is it a ticket?
I am evaluating using Zoho Desk, but I am experiencing unexpected behaviour. Why when a user (not an agent) posts something in the Community section that it becomes a ticket? Have I not configured something correctly. Becoming a ticket, means I need to
Is there a way to manually apply a blueprint to a ticket which isn't controlled by a blueprint?
One of our agents did manually create a ticket on the helpdesk department because the customer did contact him directly over his personal email. The manually created ticket somehow didn't trigger the default blueprint and the agent did not become aware
i would like to enable a disabled category
The knowledge base says that i should be able to toggle on a category. I can't. On the "inactive" tab of the categories there is no toggle. So how can I enable a category again? I can't do it from the department view and neither from the community v
My ticket is stop updating at 12 Nov 2020, how to solve this problem.
My ticket is stop updating at 12 Nov 2020, how to solve this problem.
Working with multple companies
Hi there. I'm working as a support agent for one company and I'm using my email to login into Zoho Desk. Now, I'm going to be hired by another different company also as an agent and they also use Zoho Desk, can I use my same email account to login on
Total an agent's time in Online status?
We can see how much time agents spent in calls, but we need something different: their total time spent in Online status. Can't find this anywhere in help or this forum! What are we missing?? And/or, are there standard reports for agent activity, or
Light Agents - New Tickets
Guys, In Desk, we have created several departments - including Order Entry. Within this department, we've created ticket layouts and templates to facilitate our sales reps submitting their order docs. From within CRM, I'd like our rep to be able to create
Multiple dependency fields on Zoho Desk
Hi, Is there some special setting in Zoho Desk that let me create a dependency field between 3 or more fields? This is the situation: we have several customers and we identify them with a special field "Customer". Then, in order to ease the definition
Unable to process your request
Folks, Created new role and permission and assigning it to a user. Won't let me save with the error message in the subject. Also doesn't let me save the original role and permission. Can you check this ASAP please? JV
How to Edit Contact Reply Template
In Zoho Desk. When we reply to a ticket, where do we customize that reply template? We customized all the others, but can't find the reply template.
Create a ticket alarm
Hello there; System registered cases 1- I want to get an alert about recordings that have been called but have not been answered. 2 - I want to get alerts about calls that are open for X days What method should be followed for this?
Re-ordering actions from within workflows
We have a workflow that runs a custom function and then sends an alert via email. There is data in the email alert that is dependent on the custom function running first. How do we tell the workflow which action to complete first?
No longer reciving email notifications
Hello, A few weeks ago I have stopped receiving email notifications from tickets like notification that I am assigned to a ticket or a comment has been posted. The only emails I seem to receive are if someone directly puts me in the To or CC field of
Where can I find the newest docs for ASAP API
The only docs I can find is https://www.zoho.com/desk/developers/asap/#validating-the-addon But I think it's not a complete version. I'd like to know: 1. How to open CHAT tab and prefill name and email. If the use is logged in I'd like to hide these fields
Need a placeholder for an alert email template for TicketID (the long one in the url)
I need a placeholder for the ticket id (the long one in the url). Can I write a custom function or extension or something to achieve this?
I found a way to restore the solutions from the recycle bin. But now my new solution is a sub-category of a previous category. I've deleted the article, yet it's still a sub category? Please help. Was
I found a way to restore the solutions from the recycle bin. But now my new solution is a sub-category of a previous category. I've deleted the article, yet it's still a sub category? Please help. Was on hold with the support number for an hour and then
Accidentally Deleted 9 previous solution articles when adding a new solution article in Knowledge Base
I went to add a new solution article and after I published it, all the previous articles in the categories were deleted. I don't see them. I need help ASAP as we have launched a new product and need these articles back.
Rating options
Hello, Can we add more options to rating options to become five options instead of three ? Thank you
Remove "Submit a ticket" from the portal Home
Hi. I'm on the Standard plan. Can I remove the "submit a ticket" section at the bottom of the home page? i want customers to be able to see the KB, but oly if they want to submit a ticket, they need to login. Is this posible? Thank you.
Time Spent Placeholder in closure email notification
Hi, I'm wondering if there is a placeholder for TimeSpent field . It will be ideal if I can inform my customers, at the closure email, how much time an engineer spent on that ticket. Thanks in advance Christos
Automated ticket updates listed as Private Comments
Hello. Is there a way to have automated private comments put on a ticket every time the ticket owner, ticket status or ticket category changes? It would be good to who did what to a ticket and the changes that occurred to a ticket. Perhaps this is already
Testing a trial for Enterprise edition
Hi, Currently we're using Zoho Desk with Professional Edition. However, I've seen some features that I consider really interesting due to new support processes we have for new clients. For example, I'd like to test Layout Rules and Validation Rules for
Email template
Hello, Our helpdesk is working with internal and external employees. For this purpose we use 2 different emails. I want to set the automatic response "Acknowledge contact on receiving a new ticket" for these two emails: from Support email to be sent to
What's the purpose and usage scenario of the new ticket field "Language"?
We did notice that you did add a new system default field into the "Additional Information" section of the ticket layouts. It's a non-editable field. Could you please explain the purpose and usage scenarios of this field?
Team Feeds and Notifications
In the Team Feeds view and Notifications the Ticket from information is sometimes just showing last name and sometime showing full name ie first name last name. Ideally we want this to be first name last name all the time. The Information is there in
Add ability for agent to schedule the response due time
It would be really handy to be able to manually set the "Response Due" time, in a similar fashion to how you can set the Due Date on a ticket. My agents have the option to make an agreement with a customer on the next follow-up time even if it's outside
direct Assignment vs round robin assignment
We have the round robin assignment active, and would like certain ticket types to be left unassigned in the queue. The tickets to be excluded are based on sub classification type, and when setting up the target it appears we can only have the ticket assign
SLA with business hours on Respond with in rather than resolve with in
Is it possible for the SLA to be set with a timer for the Respond with that uses business hours? It looks like this can only be set with the Resolve within. We need to make sure all requests are answered within 3 business working days for one of our
Add CC when Customer adds a ticket
Hi, I want to know how this could be done. A customer wants to add a CC of the submitted ticket to his supervisor. Thanks in advance!
How to change customer portal language?
Hello, when I log into my backend, I see all texts in Spanish, since I chose my personal information to have Spanish as the language. However, when I load customer portal, all appears in English. How can I change it? Thanks Jaime
Can't see tickets of other colleagues of mine in Zoho help portal
Hi, My workmates and I can not see eachother's tickets from Zoho Help Portal. What should be done? We all have zoho one account. Thanks, Andreea Mihaela Petrea
Delete Draft Help Centre Theme
Hi, I have been playing around with customising a help centre theme. However, I now wish to delete the draft whilst retaining the live version. I cannot find an option anywhere to remove the draft.
Save draft of help center customizations in sandbox
We are updating our website and help center and want to apply a new theme to along with some of the personalized styling settings. We know that it's posslble to create a sandbox version of the help center so the changes are not published live. https://help.zoho.com/portal/kb/articles/customizing-help-center-themes-in-the-sandbox My question is, it doesn't seem possible to save a draft version of the sandbox and then revisit it at a later time. All the customization needs to be done in one shot
Emails from templates ignore SMTP
We have a number of email templates and workflows which ignore the fact that the from address is now set to use SMTP (we have recreated the templates and workflows after we switched over to using SMTP but no change). If we answer direct within the ticket
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