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
Zoho Desk Extension Sidebar - any way to pin this?
Hi, I'm using an Infusionsoft extension for Zoho Desk. To access the contact's Infusionsoft details when the ticket is open, I need to click on the marketplace/extension icon each time to open the sidebar: The issue is that the sidebar disappears when
Recent Update - Painfully Slow
Hi Zoho Might be a little early to report this, but wanted to at least flag it. Today I received a message that you'd done work under the hood and to refresh. Since that moment, my help desk has been painfully slow at doing just about everything. Opening
Bounce - Email Failed
Good Day, I was just received this email and I don't know what is this, can you have some explantion on this? thanks
Edit Product Categories in Zoho Desk
Hi. I found this: https://help.zoho.com/portal/community/topic/how-to-add-and-change-product-categories It states: To add or change the existing product categories please access Setup -> Customise -> Fields -> Select the Product module -> Create or Edit fields -> Hover the mouse over the Product Category field and select the gear icon -> Edit Properties -> + Add value/Add values However, for me it works like this: Setup -> Customization -> Layouts & Fields....and at this point I cannot find the
Convert ticket to task and assign to a project
Hi, How do i move a ticket to a task and add it to a specific zoho project? Not the bug tracker feature but an actual task for a project. Please advise. Thanks, Ryan.
How to add a global report to a the global dashboard
How do I go about adding a global report to the global dashboard?
Search Accounts by SLA
Hi! Think it'd be possible to search Accounts by SLA's? It'd be great if I could pull up a list of Accounts that have SLA contracts rather than going into every account to check. If the developers could look into this, it'd be great.
Macros with fetching metadata from a ticket
Hello ! I sucessfully did a macros allowing to create a task in CRM. I'd like to add 1 information, but I don't see yet how to get them. I like to add the "current-page" fields (visitor info) from the missed chat ticket, to the CRM task I'm creating. How can I get this information ? Regards
Notification when a Customer signs up
Is there a way to configure an automatic email notifying me when a client signs up for my portal?
Wrong email suffix being created for new users using single signon
Our customers sign into Zoho Desk using Office365. (At the Zoho Desk login pick "Sign in with Google or other IDPs) Works great but as new people sign in and their contacts are created. Their email is being set to their login name. example test@wcs.com But we use google for email. So it should be test@wschools.com. Is there a way to change what email suffix or domain is? EDIT: Those are not real emails domains just examples.
How to delete a draft version of article without also deleting the published version
Hi, We have noticed with the changes to the knowledge base section interface that when we delete the draft version of an article it puts it in the recycle bin, but it also puts the published version of the article in the recycle bin as well, removing it from the help center. This did not happen with the old interface, you could delete a draft and it would leave the published version as it was. We have a draft version of an article that we want to get rid of and create a new draft from the published
Adding a custom function to a Macro
HI, I wanted totry an send a cliq mssage using a Macros from a ticket. (to notify a colleague, that is not a desk agent). Within a workflow, you can start a custom function. Macros are (from the documentation) Workflows with no trigger and conditions. But I can't find a way to start a custom function. This would be useful to I could call zoho.cliq.PostToChat() or more... Regards.
Creating a CRM task from a Desk ticket...
Hello, I'm currently creating a custom function which is triggered by the update of the Ticket Owner. The CRM tasks is created with the correct content. However for this test, I have to fix in the code the CRM task owner id (i set to mine). That way the task is attributed to me in the CRM. From Desk, it is possible to get the ticket owner, which is a string (I guess the name of the owner), and not an ID. Question : Supposing the Desk ticket owner and the CRM task owner ar the same Zoho user. How
Genesys Integration with Zoho Desk
Has anyone been able to integrate Genesys Purecloud with Zoho Desk?
Workflow triggered by "Missed chat" ticket
HI, for now salesIQ is forwarding mised chat to Desk, which creates a ticket. I like to trigger a workflow for when such Missed chat is created. I dont see how I can get this ? Any suggestions ? For now, we haven't enabled chat in Desk. If we do, would it be easier to trigger a workflow and how? Thanks
how to create report with PRODUCT in tickets
Hello, We use the "PRODUCT" field in ticket forms , and I would like to create a report to summarize how many ticket we had for each product. But the issue i'm facing is that i don't find "Products" in the available fields for ticket : Did i missed something ? /BR Stéphane
Facebook Business Page Integration
Sorry if this has been covered - I have searched and cannot find information. I have connected Facebook to my Zoho Support setup. This appears to have connected to my personal Facebook page. I would like to connect to my Business Page and monitor/collect posts there. How can this be achieved?
Zoho desk is slow on Mac but not on iPhone
Hello dear Zoho team, We started using Zoho Desk in August, and it has been very slow since. For example, it can take up to several seconds for openning an email in a ticket. However, I noticed that it is very fast on the iPhone app. My IP address is 77.231.127.106 Our domain (I guess) is filoventzohosupport.com François Lillet Filovent
Smaller font issue
Hello Zoho, As I said many times, our replies to client portal from admin area are always sent (and displayed) in a smaller font. Smaller than clients messages. It looks not nice and weird. Please check it here as an example: https://support.marketmixer.net/portal/ru/community/topic/%d0%bf%d1%80%d0%b8%d0%be%d1%80%d0%b8%d1%82%d0%b5%d1%82-%d0%bf%d0%be%d1%81%d1%82%d0%b0%d0%b2%d1%89%d0%b8%d0%ba%d0%b0 I would fix it by CSS if I could, but I cannot find thу way to fix it properly. Please could you let
Exporting older date Tickets from Excel Sheet to Zoho desk
We used to track Customer related Issues in Excel/ Google Sheets before opting for Zoho desk Enterprise version, Excel Sheet has all the earlier issues & Resolution with Assignment of Tasks related to the Products. It would be helpful if the back dated tickets which are in Excel sheet format can be added as History Tickets in Zoho desk.
Setting Up: Multi-brand vs. Teams vs. Departments
In terms of configuring access to our help desk and letting people have their questions answered or submit requests, we have several different parts of our company to add to the system. These parts of the company may get questions in-house (from staff), externally (from customers/contracts), or even both. In addition, there are certain areas we would want to prevent others in the company from viewing. For example, we would only want people linked with HR to see HR, or only people linked with finances
customer portal
How we can share client portal to our customer so that they can raise a ticket.
something went wrong while opening this attachment
getting this when trying to download attachment from ticket; Oops, something went wrong while opening this attachment. Please wait a minute or two and try again. How to resolve pls?????
Desktop notification settings are not clear
Hi, How are desktop notifications - also known as browser notifications - handled by Zoho Desk? I have staff who are not agents, but high-level, and they want to receive desktop notifications only when a ticket is assigned to them. They are not interested in email notifications. There is no separate option for desktop notifications that I can see. How can we ensure that they receive such alerts? We tested and they didn't receive it, even though the option to do so is enabled in their browser (i.e.
Zoho mails not receiving
Mails not received on zoho
Total Time spend in ticket default View and as column in list View
Hello, to have a quick idea of severity of ticket or to have a easy information on how many time team spent on tickets, it would be nice to have, in the ticket view , a field with the total time spent. Same for Table view, it would be nice to have this field as a colmun ! /BR Stéphane
Encryption for data at rest: server side
Hello and happy new year! We are very keen to deploy Zoho Desk for our organisation, however we would like to ask if you have any intentions of deploying in the near future (next few months) server side encryption for data at rest. We handle some times sensitive data through tickets so server side encryption for data at rest is important for us. Thanks a lot. Paul
forward from Office 365 to zoho
hi team. I am forwarding from support@mycompany.com (office 365) to support@mycompay.zohodesk.com but when send email to support@mycompany.com not raise ticket. please help thanks, Tam
Ticket keyword heatmap style report
Like the KB dashboard "keyword success ratio", it would be helpful for a dashboard for tickets to show tends for open or closed or both tickets showing the popular keywords in the ticket. Would be helpful to spot some trends on new tickets based on the words used in the tickets.
Importing Bulk FAQs to Knowledge Base
I have here list of FAQs for my Knowledge Base and Help Center, how can I import / upload them in one file, and create different individual articles when uploaded?
Unable to find Facebook direct messages > to convert to tickets...Isnt this feature available yet?
Unable to find Facebook direct messages > to convert to tickets...Isnt this feature available yet?
Question on Workflows and email tickets
I was trying to set a workflow for email tickets to automatically go to close status if they contain a sentence in the body of the email. I could not seem to make it work. Is this possible in Zoho Desk and how do I create that?
Global round robin for all departments
Hi Team, Currently we have several departments in Zoho Desk, and some of our staff are across multiple departments but there is a challenge with round robin, Round robin only looks at the certain department so for instance if an agent got 20 open tickets in "A" department and 2 open tickets in "B" department while the rest of team members in B department got like 10 open tickets then the department "B" round robin is going to give more tickets to the agent that only has 2 open tickets to equal it
ZOHO DESK - do not check email
I can't check my sender email, always with an error. * Everything is fine with the email provider
Removing or Hiding Already Opened/Viewed Notifications?
Is there a way to remove or hide items from the Notifications menu that have already been viewed? I would like to see only the notifications that I have not already looked at/acknowledged since the last time I opened the menu.
¿Como enviar la satisfacción al cliente a mis usuarios finales?
Como habilitar la opción de enviar la encuesta de satisfacción al cliente a mis usuarios finales'
Place feedback widget in help center
Does anybody know how to put a feedback widget in my helpcenter? I red the article about this, but get stuck on copying the source code to the help center. When I press save, the script doesn't seem to be saved. Any tricks on this?
Turn off ticket creation notifications for all
Hi All, Strange request I know but for the moment we would like to stop the new ticket notifications being sent to end users while we transition systems (and possibly support contracts) I cant find where this is implemented.
Preview message on hover
On Zendesk we used to be able to hover over the ticket and see what the message was before we clicked on it. With zoho desk it includes the title but not the actual message. Is there a way to change this so we can hover over and see the messaage. I know theres a way to have ticket peek but that involves clicking and loading up the screen which is how we are doing it now but hoiping theres a way to do it whilst just hovering over the ticket.
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