How to Customize the "Invite Email" Template?
We need to update the invite email that gets sent to customers when they are invited to become end users. I can't find this email in the list of editable templates. Does anyone know where we would go to edit it? Thanks!:)
Reply to ticket from an external email application
We use quickbooks to send an email with invoice and a link. The only way we know how to get into the ticketing system is through by bcc our ticketing email and then merge the ticket. The emails to our ticketing system is also being collected in Outlook, I found out that if I reply to the ticket directly via outlook and bcc our ticketing email it will correctly attach the reply to the ticket. The question is how do we get an email sent via QB email to automatically attach to the ticket. We tried
View specific departments
Hello there ! Sorry if this topic already existed, I couldn't find it. I would like to know if it's possible to see several departments simultaneously but not all ! To be a bit more specific, here is an example of my need - I have 3 departements A B & C - I work on departments A & B ( I need to constantly see both departments and ansewr really quickly to those tickets) - However, I also need to have access when I want to department C (for monitoring & consultation purpose) Is there a way to filter
Search Function Isn't Working
My search function isn't working today. I'll search a number that I know there are multiple tickets of (on order to merge them into one) and nothing is getting searched correctly. HELP!
Help Center - Multilanguage
We have international customers and need to support several languages in our system. Therefore we also want to support several languages in the Help Center - Knwoledgebase. I cant find any possibility to save articles with several translations. PLEASE dont tell me, that the whole Knwoledgebase Setup only supports one language at one time.... That would be absolutely disappointing. Multilanguage for Knwoledgebase articles seems like an absoult basic requirement for a help desk software, am i right
Zoho Español - ¿Hay alguna posibilidad de solicitar una instrucción completa al soporte?
Buenos días, Actualmente soy el manager de atención al cliente de una gran empresa de ecommerce. Recientemente hemos activado la versión de prueba de Zoho Desk porque nos gustaría comprobar que tan factible seria para nosotros el manejar toda la atención al cliente desde esta plataforma. La verdad es que nos ha encantado la plataforma y el manejo de tickets que podemos llevar, principalmente nos ha gustado por la posibilidad de automatizar la mayoría de procesos de atención al cliente y llevar
Help Centre Permission
Hello, What permission do I need to add to enable a user to be able to create/delete sections within the help centre? TIA Stuart
Hide agent's signature on tickets threads
It would be great if we could have the option to hide the agent's signature when viewing the tickets threads. Having the signature showing on every reply we do with a customer gets all messy, and difficult to read long threads. Note: it's not removing the signature, it's just hiding it from the tickets threads for a better and cleaner read.
Deleted Tickets in Zoho desk
Dear Zoho, Can an agent be disabled from deleting a ticket? As of now the agent is assigned with a role of "Tickets allotted to him and unassigned tickets". Now the agent can detete the tickets, but how can we know if a ticket is deleted and even cleared from recycle bin. What should be the control Check for this issue?
Export/Import Workflow rules, alerts & templates
Hello, We have several workflow rules for Tickets with their alerts and templates that we want to move from one department (where they were created) to a different one. Is there any way to export and import such configurations? Thanks in advance
I cannot delete tickets
When I was deleting tickets, a popup screen came up every time. I probably didn't read the popup well, and I ticked the box, supposing this popup box wouldn't appear anymore. Unfortunately, now I cannot delete my tickets anymore. I already removed the cookies for the zoho site, but this didn't solve the problem. Are there other options to solve this problem? Thanks, Martine
the ability to insert icons into the letter
In zoho, there is no possibility of inserting icons into the subject line like in Google (icons were taken from this site https://mainsms.zendesk.com/hc/ru/articles/115004539063-%D0%98%D0%BA%D0%BE%D0 % BD% D0% BA% D0% B8-% D0% B4% D0% BB% D1% 8F-% D0% B2% D1% 81% D1% 82% D0% B0% D0% B2% D0% BA% D0 % B8-% D0% B2-% D1% 82% D0% B5% D0% BC% D1% 83-% D0% BF% D0% B8% D1% 81% D1% 8C% D0% BC% D0% B0) During testing, it was revealed that they simply do not appear in the theme. Thanks.
Helpdesk: automatically assign a ticket to the agent who opened it first
Since Zoho CRM does not offer the possibility of a shared e-mail inbox (i absolutely couldn't believe that, but a shared IMAP is simply not supported.... PLEASE change that!), we have to use the helpdesk as a detour. Our company has a simple info@.... address for customer contact. Since it is not possible to make this info@...accessible via IMAP for all of our ZOHO users, we now have to forward all emails from info@... to the helpdesk support email address, so that we have a "shared mailbox" there...
Cannont create time entries in ZOHO
My team cannot enter a time entry. Each time we click the "plus" on a time entry the screen turns white and stays white. we have tried several different browsers (Firefox, IE & Chrome) with the same issue. We have a select few whose time entries work, but most does not.
Re-Opened Tickets Notification
Hello, Can I create a rule to auto-assign a ticket reopened by a customer to a specific agent, as well as notification to that agent? THANKS, Brandon
Zoho Desk problem: Unable to create portal with zoho SaleIQ
Hello Zoho, We are using your Zoho Desk feature, however, there is a problem: The integration with Zoho SaleIQ (LiveChat) is not working. In Zoho SaleIQ, It displays that we are already integrated with Zoho Desk, however in the Zoho Desk, it keeps display "Sorry! Unable to create Live Chat portal"with Zoho SaleIQ. And we are missing our customer message from our website. Please help us solve this issue as soon as possible, thank you so much. Best Regard,
Show private comments while composing a reply during blueprint transititon
Hello! Our team frequently uses comments for internal discussion about open tickets -- how to solve the issue, how to respond to the customer, asking for input from other departments, etc. We also use blueprints exclusively. When composing a reply during a blueprint transition, oftentimes we need to reference what was said in a private comment. But the only way to view comments while drafting a reply is to close the blueprint, which destroys the drafted reply. This means our agents are implementing
Is there a way to remove widgets in help desk?
Hello, I'm trying to remove the widgets "Departments" in the Ticket list and "Popular Articles" in the Ticket Add form area. I'm not sure why it doesn't seem to be working. I was also hoping to remove the search bar but I'm not sure if that's a widget as well. Thank you.
Ability to automatically send user account creations to admins and manage KB/Department access
Ive seen you can moderate account creations however it seems when a user submits a ticket and gets an invite you cant moderate their signup. Is there a way to enable moderation of account creation this way? Is it also possible to set something up whereby when a new user account is created the admins have to option of assigning them to groups right there and then without having to go into the helpcenter user database and remembering the new users names etc?
Replying to a long threaded ticket crashes my browser
We have been facing slowness in Zoho Desk for the last few weeks in our company. Whenever we reply to a ticket, it takes a very long time to open. Depending on the ticket thread size, sometimes it would become unresponsive and crash the browser. We are running Firefox, Chrome and Edge. We tested this on different networks with different Internet speed. All of our networks experience the same issue. So this is not an Internet speed issue. Is Zoho Desk doing maintenance to their servers? When should
TLS v1.2 Upgrade for Zoho Desk
Keeping your data safe is our top priority. With that goal in mind, Zoho Desk will be discontinuing support for browsers, APIs, and Plugins with old protocols including TLS v1.0 and v1.1. Going forward, we will only support TLS version 1.2. Here's why this is happening. Older versions of TLS don't meet security standards anymore. They have certain vulnerabilities without any viable solutions and are being replaced with a set of more secure protocols. According to PCI standards, TLS 1.2 is the most
Introduce the ability to create multilingual announcements
With the introduction of multi lingual support within the Knowledge Base, could this mechanic be extended to other parts of the community portal like announcements?
Due date rule should be more flexible
The only thing I can do with rules is put it X hours into the future. What I would like to do is to set the due date on a fixed time tomorrow. So every ticket that comes in today has due date tomorrow 10am for example.
How to paste an alert email to comments when triggered by a macro
I have a Macro that sends an email to the customer using an alert and then closes the ticket. I'd like a copy of that email pasted into the comments of the ticket before it gets closed. Is this possible?
Cannot login to Zoho Desk
Hi there, I'm having issues logging into Zoho Desk. I go to my custom domain https://support.mydomain.com.au/support/xxxxx and enter my email address and password. I then get redirected to https://support.mydomain.manageengine.com/oauthorize which fails with "page not found" error. I mainly use the mobile app and haven't logged into Zoho Desk by desktop for a week. Has something changed? Thanks in advance, James
Permission for certain groups of users - Help Center
Is it possible to create groups/roles for customers? I see that you can create groups/role for internal agents but I do not see where or if it is possible to set groups for customers using the help center. Some background. Our product users are grouped by role (Administrators and General Users). and we would like to give only Admin users access to the entire Help Center (Community, Tickets, and KnowledgeBase) and give General Users access to only the KB. The reason for this is that we ask General
Can no longer log negative time
Hi, We've been using Zoho Support (now Desk) for a while. We have customers who purchase a number of support hours from us. Previously, we have tracked this by adding a positive Time Entry for the purchased hours, then logging a negative Time Entry each time they use some, allowing us to track the total remaining. With recent updates, it's no longer possible to add a Time Entry with negative hours, which stops us from being able to do this. Is there a better way to get the same functionality we've
How do I access the ticket identifier (the long one in the url) via placeholders in email templates?
Is there a way to access the ticket identifier (the long one in the url) via placeholders in email templates?
Creating Dependency fields on Helpdesk End User Portal Ticket Creation Form
Hi, Is it possible to create dependency fields for the End User Portal Ticket Creation Form? What I am looking to do is have a field with a pull down combo box and depending on what option is selected in that field, refresh the form to only show certain fields below that data needs to be entered in. The reason for doing this is that depending on products chosen we want to only show certain fields for the end user to enter data for and not show 30 fields on the one page when creating a ticket in the
SLA tickets depending on Plan in Zoho Subscriptions
Hello team, I am looking to detect some customers with certain Plans in Zoho Subscriptions to offer a Premium Support through Zoho Desk (for ex. with a reply to their tickets before X hours). I was looking for SLA escalation but the rules can not call more than ticket rules, and I need to connect in some way the tickets with the customer Plan in Subscription. Any idea how to do that? Thanks
Block non registred users to open Ticket by E-mail
Hi Team, i would like to block non registred users to open ticket by E-mail. How can I do this action?
Automatically insert text to ticket reply
Is there a way to insert a text at the beginning of each email ? We need to insert a text like "please hit reply all when getting back to us" and to repeat this text over and over in each message to the client, until they understand :) So, is there a way to insert text by default ? Beside the insert signature option, I haven't found anything else. PS: Our company is on a free version now. If you know how to do this for paid version, please advise and we'll consider upgrading. Thank you !
How to import Resolution in Zoho Desk , Tickets Module
I am trying to import tickets from .CSV file and i am not able to find field Resolution While importing .
Using the Help Center with an international customer base
We are supporting our products via Zoho Desk to an international audience. To make our customers self reliant we have been writing many articles so they can help themselves in the Help Center. We are running into some trouble offering articles in multiple languages however and I am curious how other organizations have solved this? Requirements: - a customer should be offered an article first in their own language, if not available in their language then in the fallback language (English in our case).
Unable to change custom view columns
I have a custom view set up to be visible to all agents. I am trying to change the columns visible in table view but nothing happens. It is only one particular view that cannot be changed. i have tried several other custom views and they are fine. There are currently only 7 columns visible, and I am trying to add 3 additional columns. After hitting save, nothing happens.
Zoho desk portal
I want to be able to create and invite automatically to zoho desk customer portal a number of customers that meet some criteria. I´ve already done the integration between zoho desk and zoho CRM. Can you help me about this topic?
Adding fields - Unable to process your request
Hi, I've been trying to add some values to a field I created some months ago. The field is marked as mandatory and it already has other values set, but when I try to add two new values, I always get the "Unable to process your request" error. The same happens, for example, when trying to set a field to non-mandatory or editing any value on any other field. The weird thing is that it only happens in just one department, and I have another 3 departments with a very similar configuration (similar fields
Setting Up EMail Channel Zoho Desk
Hello, I am currently in the process of setting up Zoho Desk to be our ticketing system. Having followed the instructions here: https://help.zoho.com/portal/en/kb/desk/for-administrators/multi-channel-support/email/articles/setting-up-your-email-channel#Default_Support_Mailbox I am unable to set up a default e-mail address as the screenshot in the instructions is completely different than the options available to me. Here is a screenshot from the instructions: And here is what I ACTUALLY have:
Zoho Desk integration Continues to quit working
Hi, We have had a ticket open for weeks where our integration between Zoho Desk and Zoho Sprints works for a while then stops working. It creates major problems with our development process and the ability for information to be shared with our Implementation team, EDI Team and Account Management team. It just doesn't seem to be support staff who can resolve the issue. We like it when it is working but if we can not get the work done we are going to need to find another product that allow us to
Email notifications stopped working
Hello, Is anyone else having issues with email notifications not working any more. It has been happening for about a week now. When someone responds to a ticket we have it set to notify the agent, but the notifications are no longer going to the agent. The message still shows up in the ticket.
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